Complaints

This profile includes complaints for Gap, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gap, Inc.

  2 Folsom Street San Francisco, CA 94105

• 

  Gap, Inc.

  140 Towne Center Cir Sanford, FL 32771-7408

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  The Gap

  2100 Louisiana Blvd NE Albuquerque, NM 87110-5419

• 

  Gap, Inc.

  620 Coronado Center NE Albuquerque, NM 87110

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  Gap Inc.

  7000 Arundel Mills Cir Ste 449 Hanover, MD 21076-1380

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/08/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a purchase online. One of the garments was canceled by Banana Republic because of an internal error as per CSR. The garment was not out of stock, just low in stock. The item was then reordered and it hasnt shipped. I have spent way too much time on the phone and monitoring my Banana Republic account. This needs to be addressed.

  Business Response

  Date: 04/11/2025

  RE: Better Business Bureau Case 23174504
   
   
  Dear ****,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Banana Republic, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  Please know we want all of our customers to have a pleasant and seamless shopping experience, and we regret hearing this was not what you encountered when attempting to order the Standard-Fit Washed Cotton Poplin Shirt recently. There are times, when an order is being fulfilled, where we may find that the item isn't in good condition, and we are unable to find inventory elsewhere. In those cases, your item will be cancelled, and you won't be charged. We definitely understand your disappointment and we will make sure your comments are shared with the appropriate leaders. We're glad to see that you were able to speak with a member of our leadership team on April 9th in regard to this issue and that ***** points were added to your reward account in appreciation of your feedback. 
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23174504
  
  I am rejecting this response because:
  
  my admiration for BR is great. The reason I felt the need to reach out, via the BBB, is because the second *** tried to disuade escalation yo

  a supervisor. I was asked to trust the system. Now, having placed yet another order, it doesnt appear like it too may be canceled. A direct email address to you, at the ********************** would have been outstanding. It would be great to receive a direct email or telephone call.

  
  Sincerely,
  
  **** ********

  Business Response

  Date: 04/19/2025

  RE: Better Business Bureau Case 23174504
  
  
  Dear ****,
  
  Thank you for your reply and additional feedback. Please be assured that the details of your experience and your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement, and we appreciate your help and understanding in this.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The issue was resolved through their ****************** Please share with them how happy I am and have the Acceptance state that: They made good on their word. 

  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/6, I placed an order numbered 1LQ620B with ********* It was for two of the same dresses in different sizes to be shipped overnight, so I would receive them on 4/8. On 4/7, when I checked on the order. It said it was pending cancelation. I called ********, and they said there was no reason. For their security system to cancel the order. But for some reason, it did. They didn't know why. My order wasn't being canceled for their usual security reasons, such as a chargeback or an odd address that the system didn't recognize. The customer service representative offered me the option to replace the order and pay out of pocket for the second order while the charge for this first order was outstanding. The customer service representative could not guarantee that the second order would not be canceled. I spend thousands of dollars at the Gap and ******** every year,, and I am highly disappointed in this service. I want the cancelation on my initial order lifted and for it to be shipped overnight. I want to be refunded what I paid for overnight shipping since I'm not actually getting overnight shipping.

  Business Response

  Date: 04/11/2025

  RE: Better Business Bureau Case 23170235
  
  
  Dear *****,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At ********, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience, and we regret hearing of the difficulty you encountered with your recent order. Due to the nature of the issue encountered, we recommend calling our **************************** They are the only department that can assist with cancelled orders of this nature, and they will be best able to assist you with this matter. Please call them at **************. If you are calling from outside of the ***** you would call **************. Customer Support is available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. 
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  
  cc: The **********************

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two jumpsuits ($24.99 each), a pair of leggings ($11.47), and a pair of flip flops ($1.97) from ******** online on March 16th. I used a $60 gift card and paid $3.42 with my credit card. The first package arrived and contained the flip flops as it was supposed to. The second package arrived on March 23rd and was supposed to contain both jumpsuits and the leggings. One jumpsuit was missing. I was able to file online that I didn't receive it (the same day) and the next morning (March 24th) I received a reply that they were not going to refund my order (or replace the item). When I was able to call in, they told me there was nothing I could do but repeatedly assured me that I would suffer no financial loss and to file a dispute with my credit card company. I explained the amount I paid with card didn't cover the jumpsuit and that I needed a refund to my gift card or a replacement, but they again said they couldn't do anything and I should file a dispute with my financial institution. They couldn't escalate my call or transfer me to another department.

  Business Response

  Date: 04/05/2025

  RE: Better Business Bureau Case 23153443
  
  
  Dear *********,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from ********, and we're sorry to hear that you never received all of your items from order 1LJ582S. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23153443
  
  I am rejecting this response because: the actions detailed in the response to resolve the situation are steps I've already taken without success or that I've already explained do not make sense for my situation (eg, making a claim with my credit card company when the credit card bill did not meet the cost of the item).
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 04/17/2025

  RE: Better Business Bureau Case 23153443
  
  
  Dear *********,
  
  Thank you for your reply. We recognize that this process may not be ideal for all customers, however in an effort to be fair and consistent to all customers, we are unable to change the outcome of the claim. We will make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement, and we appreciate your help and understanding in this.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at ************** ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************** refused to add contact # or access code to *** shipment claiming they have no way to contact ***, and they also refused to cancel order. It took me two hours to add a building access code to my delivery address in a *** account Im not even sure will translate over to this delivery. As the sender of this shipment, someone on the ******** side has the ability to add a note/update for the delivery.

  Business Response

  Date: 04/11/2025

  RE: Better Business Bureau Case 23166310
  
  
  Dear ******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At ********, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience, and we regret hearing of your frustration with the delivery of your recent order, 1LNTHM7. We've reviewed the order and see that, based on the shipping method selected at checkout, delivery was expected by April 10th. We're happy to see that the tracking history reflects the package was delivered in advance of that date, with delivery reflected on April 7th. 
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23166310
  
  I am rejecting this response because:

  The issue was not when the item was delivered, but the fact that I was told there was an issue delivering it and to reach out to the shipper ********** to get it resolved.  You as the shipper had the ability to contact *** but refused to do so. So ******** was in no way helpful in getting this resolved. ****** learned, I know not to order anything else from you all because the customer service definitely was not great.

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/19/2025

  RE: Better Business Bureau Case 23166310
  
  
  Dear ******,
  
  Thank you for your reply. We appreciate the further clarification, and we will make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we appreciate your help and understanding in this.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23166310
  
  I am rejecting this response because:
  
  At this point I expect nothing else from you all. An opportunity was missed and a customer lost.  Already returned the unused product.

  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am following up regarding my recent purchase of pants in Banana Republic store. I received the item expecting it to be brand new, as advertised. However, upon inspection, in my home I noticed clear signs that it had been previously worn, with tag attached to pants.I contacted customer relation service, but my request for an exchange was wrongfully denied. Selling a used item as new is unacceptable and a clear violation of consumer rights. I expect a full refund or exchange for new pants immediately.

  Business Response

  Date: 04/10/2025

  RE: Better Business Bureau Case 23158528
   
   
  Dear *********,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Banana Republic, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we regret hearing of your dissatisfaction with the pants as you've mentioned. While we certainly stand behind the quality of our products, based on the details recorded when the pants were previously evaluated in store, we support the decision made by our managers who have previously determined the pants to not be eligible for return. While the decision to not offer a refund or exchange for the pants will not be overturned, your feedback will be appropriately shared and we're glad to see that we've previously emailed you a $15 promotional code to thank you for your feedback on this matter. The code, BWQZ1FTKBTDL, was emailed to you on December 17, 2024, and is valid for use through December 31, 2025. We've listed the full usage details below for your convenience:
  
  This code expires on 12/31/25 at 11:59 p.m. EST. This code is valid at Banana Republic, Banana Republic Factory Stores and Banana Republic Factory online in *************. Code is treated as a discount. Discount applies to merchandise only. Excludes Gift Cards, select styles, leather and suede apparel & accessories,?100% cashmere and cashmere blends, 100% silk, sunglasses, Designer Collections & Collaborations, third-party branded merchandise,?BR Baby, BR Art, BR Home or at **********, Vintage, First Looks, Featured Deals, The Find, packaging & shipping, shoes, bags and applicable taxes.  No adjustments on previous purchases. Not valid for cash or cash equivalent. Cannot be combined with the Gap Inc. employee discount. Not responsible for lost or stolen codes. Discount taken at register in store or at checkout online. Limit one code may be redeemed per transaction. Single-use code. Any remaining balance after the first use will be forfeited. Any remaining balance at the time of code expiration will be forfeited.
   
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  
  cc: The **********************

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23158528
  
  I am rejecting this response because: I am requesting a full replacement with a brand new, unworn pair of the same item, or a full refund if a replacement is not available. Please advise how we can resolve this matter promptly. I would like to continue shopping at Banana Republic, but I expect the quality and service to reflect the standards of your brand. When you send me new pants I be gland to return old.
  
  Sincerely,
  
  ********* ***********

  Business Response

  Date: 04/13/2025

  RE: Better Business Bureau Case 23158528
   
   
  Dear *********,
   
  thank you for your reply. We have reviewed all previous contacts and communications with the customer relations department and the store where you attempted to return the pants and it was determined that the pants were from 2018 and ineligible for return. We also show that you were offered a promotional code for future use. We will not be able to overturn the store's decision and accept the item for return, offer any additional compensation, or replace the pants. We appreciate your time and understanding. 
   
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  
  cc: The **********************

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23158528
  
  I am rejecting this response because: 
  Dear Better Business Bureau,
  I am writing again to make a complaint against the Banana Republic. I purchased a pair of pants from one of their stores in Upstate NY and expecting them to be new. However, upon purchasing them, I discovered that they were used and not in the condition advertised.
  I immediately contacted the business to request a refund or an exchange for a new pair. Unfortunately, they refused to accommodate my request and have not provided any solution or support regarding this issue.
  I believe this is unfair and misleading to consumers. I kindly ask for your assistance in resolving this matter and ensure that I either receive a full refund or a proper exchange.
  Thank you for your attention to this issue.
  Sincerely,
  
  ********* ***********

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order from ********* a part of Gap **** on March 20. The order included a total of 34 items, totaling $606.83 before taxes. The order was filled with three separate deliveries. Once all packages were delivered, I found that 6 items were missing from my order, totaling $103.98 before taxes. I attempted to resolve the issue with ******** by submitting a request for a refund for the missing items using an online form they have posted on their website. I was informed in less than 24 hours that my request was denied, with no explanation. I attempted to contact ******** customer service and they told me I could not appeal the decision but they could not provide any details as to why the request was denied.

  Business Response

  Date: 04/05/2025

  RE: Better Business Bureau Case ********
  
  
  Dear ****,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from ********, and we're sorry to hear that you never received all of your items from order 1LKFXCH. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23146158
  
  I am rejecting this response because: I attempted to contact ******** customer service and they told me there was no option to appeal the decision to reject my claim. It should not be the responsibility of my bank to fix the mistake of another company. I am still waiting for ******** to refund me for the items they never shipped to me.
  
  Sincerely,
  
  **** ***

  Business Response

  Date: 04/11/2025

  RE: Better Business Bureau Case 23146158
  
  
  Dear ****,
  
  Thank you for your reply. We recognize that this process may not be ideal for all customers, however in an effort to be fair and consistent to all customers, we are unable to change the outcome of the claim. We will make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we appreciate your help and understanding in this.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23146158
  
  I am rejecting this response because: they have done nothing to address the issue.
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created a return label for two items from order #1L37K5N. The label was created on 1/17/25 and one item was credited back to me on 1/30/25. I have not been credited for the other item from the return. They were in the same return package and the return label was generated for both items. The return should have been processed on 1/30/25. The item was $98+tax My online account has been blocked. I have tried calling, using their chat feature for customer service, and written a physical letter. I have not received any response.

  Business Response

  Date: 04/05/2025

  RE: Better Business Bureau Case 23140768
   
   
  Dear *****,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At *******, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  Please know we want all of our customers to have a pleasant and seamless shopping experience, and we regret hearing that only the Interval Stash High Rise 7/8 Legging from order 1L37K5N were refunded when you've stated that the Venice High Rise Jogger was also returned. We have escalated these details for additional research, and we'll reach out directly via email within 2-3 business days with the results of that research
   
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23140768
  
  I am rejecting this response because: I called **************** today because I have not received any further communication about this refund issue. I was informed that I must submit a dispute with the credit card company, but that time frame has passed now. On 2/12/25 (within the return time frame) a customer service agent said that the items were returned. I still have not been credit back for them, and I have no way to dispute the charges.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/13/2025

  RE: Better Business Bureau Case 23140768
   
   
  Dear *****,
   
  Thank you for your reply. We recognize that this process may not be ideal for all customers, and we will also make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we appreciate your help and understanding in this. We truly do need to have you file a dispute with your bank for any items you did not receive a refund for. 
   
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:03/31/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my order never came. i got the complete run around from banana republic. all updates they had said delivery last friday, then Saturday then sunday it is monday and i have nothing. stuff gets stolen around here and this is a $250 item. they say they have already discounted it enough but no one/****** ******* want to listen to the recorded calls where agents state if it didn't come last saturday 3/29 we will compensate you further. then i was told carriers changed (from *** for weeks) and i "was supposed to check the **************************** website. how would a customer know that without receiving a courtesy or update email from banana republic? it would be simple IT change to update the customer on a $250 item. and inform them someone new is bringing your package.

  Business Response

  Date: 04/05/2025

  RE: Better Business Bureau Case ********
  
  
  Dear ******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Banana Republic, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear your package did not arrive when expected. We have reviewed your account and see the package was delivered on March 31st, and that you were provided a 20% discount on the order for the delay. Please know that while we do not compensate for delayed packages, in these situations we're happy to waive the shipping fee when a package does not arrive when expected. Since you were already offered and accepted 20% off the order, no additional discounts or compensation will be honored. We appreciate you reaching out, and we're so sorry for the inconvenience caused by the delay, but we hope you understand. 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   
  
  

• Initial Complaint

  Date:03/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order from *** *****Gap all the time for my entire family, so often that I’m an Icon member. I’ve had no problems with them, orders go out fast and the prices are great…up until recently. There is something weird going on in their New Jersey warehouse. The last two orders I received from there had missing items. The first one *** had to change the weight on it because there only 3 items in the package out of 8. They couldn’t refute the issue and refunded me for the missing items. However, it happened again this week and this time they’re refusing me a refund. It’s one pair of pants, but it’s from the same warehouse and I want my money back or a replacement item.
  
  How can they refuse a loyal customer who spends a lot of money with them, when it’s obvious that there a ton of issues with their shipping from certain warehouses? I can see from the complaints on here and social media. Their warehouse in New Jersey needs to be investigated! This is on them, not the customer. Making us pay for their mistakes is unacceptable. My order number is *******.
  
  Furthermore, I returned some items a week ago and they received them, yet they haven’t initiated my refund. I want my money back for that too. My return number is **********.
  
  This is unacceptable. I have spent thousands of dollars with this company, only to be treated like garbage.

  Business Response

  Date: 04/03/2025

  RE: Better Business Bureau Case ********
   
   
  Dear Dara,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Gap, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  We want all our customers to be satisfied with their purchases from Gap, and we're sorry to hear that you did not receive all of the items from order *******. While we aren't able to assist customers with package claims through this platform, for a denied claim, you do have the option of disputing the charge with your bank so an investigation can be opened. To speak to someone about the claim, you would need to call our Customer Support department at *************** They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday.
  
  We do consider feedback from our customers very seriously and we always want to hear from our customers on any issue encountered when shopping with us. To thank you for sharing your experience with us and for being a valued Icon member with us, we have added 2,500 points ($25) to your reward account with us for use with our brands online or in-store. 
  
  In regard to the return of items from order *******, we are happy to share that the $136.25 refund was issued to the payment method used for the order on March 31st and will post within 7-10 business days of that date, though the actual timeframe is determined by the servicer.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  cc: The Better Business Bureau
  
  

  Customer Answer

  Date: 04/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Dara M********

• Initial Complaint

  Date:03/29/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ORDER #: 1LJM42D | ORDER DATE: MAR 18, 2025 I didn't get my order and when I spoke to the customer service agent stressing that I didn't recognize the area that the *** picture showed they told me I had to wait three days to file a case. I could file a case on March 27th (cviijdgjqe737qrukrg0) that was only investigated for less than 24 hours. They told me that my return was denied. This was a large order for nearly 1000 dollars for a new job I just received and instead resorted to shopping at a nearby target for dress clothes. I am very disappointed and want BBB to help me with this. I want a refund for the nine items I didn't get.

  Business Response

  Date: 04/03/2025

  RE: Better Business Bureau Case 23132340
   
   
  Dear ***,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Banana Republic, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  We want all our customers to be satisfied with their purchases from Banana Republic, and we're sorry to hear that you did not receive the package reflected as delivered for order 1LJM42D. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. As your claim was denied, we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.  
   
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************