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.

  1945 W Palmetto St Florence, SC 29501-3919

• 

  Gap, Inc.

  2500 W International Speedway Blvd Ste 5 Daytona Beach, FL 32114-8143

• 

  Gap, Inc.

  451 E Altamonte Dr Ste 2245 Altamonte Spg, FL 32701-4619

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  Gap, Inc.

  136 Towne Center Cir Sanford, FL 32771-7408

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:03/10/2025

  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.

  I received email regarding ******** Super Cash, redemption code MPRL4FCJVR8Y. I was trying to make an online order via ******** mobile app on March 9th, the system shows me indicate the Super Cash expiry date March 10th, that was the reason I held my order in cart until today. When I was trying to checkout my cart on March 10th, entered the redemption code, it says invalid code. I am extremely upset of this seems to be system glitch has causes the lost of $60 from my super cash. Looking to restore this super cash to my account

  Business Response

  Date: 03/13/2025

  RE: Better Business Bureau Case 23045941
   
   
  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're sorry to hear of the confusion encountered with the redemption period for your Super Cash. While we are unable to extend the valid dates for the expired coupon, we're happy to provide you with a $60 replacement Super Cash code, BZDMF32J4W6W, which will be valid during our next redemption period, 4/05-4/13.
   
  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: 03/14/2025

  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,
  
  *** **** ****

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair 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.

  Date of Transaction: February 1, 2025 $34.99 on sale My expectation was that the Blue **** Pixie Pants purchased were the size annotated on the tags and waistband of the item. They all said size 20, but they were actually a 22 or 24. On the morning that I was going to wear them, I removed the tags and put them on. Once I realized how large they were, I had to take them off because they would not stay up. I purchased 13 pairs of the Pixie style pants from various *** Navy's in *******, **************, and on-line during the month of February, so I know how they should fit.On March 1. 2025, I attempted to exchange them with both tags because they were mismarked. The manager informed me that it was my loss because it was considered a "late return." I would not have tried to exchange them if they were the correct size. Approximately 15 minutes later, I contacted customer servicer for assistance. The agent called the *** Navy store in *************** in ********, **; however, the manager told her that I tried to return them without the tags. The agent said that there was nothing more that she could do at that point because I purchased the pants in-store and she only could handle online returns/exchanges.

  Business Response

  Date: 03/14/2025

  RE: Better Business Bureau Case 23044853
   
   
  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 with us and we're sorry to hear that a pair of our Extra High-Waisted Polished Pixie Skinny Ankle Jeans didn't work out for you. While we're happy to accept new and unused items for return or exchange within 30 days of the purchase date with the original receipt presented, we regret we are unable to accept items for return or exchange after this timeframe unless the item is determined to be defective by a store manager. As the return was not accepted at the initial store location, if you are not satisfied with the outcome of the evaluation, we recommend letting another manager evaluate it for a second opinion. You may visit the original store, or another of our ******** locations. We understand your time is valuable and this process can be time consuming, but we depend on our store managers to make these decisions based on their hands on experience and expertise. 
   
  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: 03/15/2025

  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. Thank you!
  
  Sincerely,
  
  ***** ********-*****

• Initial Complaint

  Date:03/10/2025

  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.

  I am filing a complaint regarding an order I placed through ********s online store. The package arrived damaged, and the size 8 L tall light wash embroidery jeans were missing. I promptly reported this issue to ********* but my request was denied. The reference number for that interaction is CUSE7J93JGUEABB1051G.I then reached out via chat to an ******** representative, who instructed me to follow the same process I had already completed, providing no additional assistance. Despite my efforts, I have not received the missing jeans. A photo of the damaged package is attached for reference.I should not be responsible for an item I never received and request a refund. The order number is ILB9F5T, placed on February 16, 2025.I appreciate your assistance in resolving this matter.

  Business Response

  Date: 03/12/2025

  RE: Better Business Bureau Case 23044610
  
  
  Dear India,
  
  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 1LB9F5T. 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 **********************

• Initial Complaint

  Date:03/10/2025

  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 was attempting to use my super cash yesterday online & continued to get an error message saying the code was invalid & expired. When looking at my deals & rewards the super cash was there & said it was available until 3/10. It gave me a code & a barcode (if I was in store).I reached out to chat ************** were absolutely no help.

  Business Response

  Date: 03/12/2025

  RE: Better Business Bureau Case 23044292
   
   
  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're sorry to hear that you had difficulty redeeming your Super Cash coupon during the redemption period. While we are unable to extend the valid dates for the coupon, we're happy to provide you with a replacement code, N1G9CXKFNHKT, which will be valid during our next redemption period, 4/05-4/13.
   
  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: 03/13/2025

   
  Complaint: 23044292
  
  I am rejecting this response because: I lost out on a sale that was going on & items being sold out due to lack of purchase.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/22/2025

  RE: Better Business Bureau Case 23044292
   
   
  Dear *******,
   
  Thank you for your reply. Please know we can only honor promotions during the time the promotion is valid. We recommend contacting us by phone immediately when a code is not working as we cannot honor it after the redemption period has ended. 
  
  It's never our intention to cause frustration while shopping with us, and we will absolutely make sure your feedback regarding this process 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 really appreciate your help in this way as well as 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: 03/24/2025

   
  Complaint: 23044292
  
  I am rejecting this response because: I did contact almost immediately and received no help which is what lead me here. Not only did I lose out on the super cash but the sale that I was trying to take advantage of. Not to mention your business has taken longer to respond & have offered no help other than to contact you. I am a frequent shopper but that will soon change.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:03/10/2025

  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 placed an online order with ******** and upon receiving my order, realized I was missing an item. I called into customer service to report this and get a refund, and was told I needed to submit an online claim for it, so I did. I received an email back saying that my claim had been denied, so I called in an again to try tor resolve this. The woman told me that since the claim had been denied, there was nothing she could do and told me to file a dispute with my ******* is unacceptable that I need to be doing all of that extra stuff because I failed to receive 1 item in a $90 order, especially since this is now the second time in a row that my online order from ******** has been missing something and theyve refused to do anything about it. They have taken my money and not provided the service *** paid for.

  Business Response

  Date: 03/11/2025

  RE: Better Business Bureau Case 23043778
  
  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. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear an item was missing from your order. We have reviewed your account and see that a refund was issued on 3/11/25 in the amount of $10.90. Please allow up to 10 business days for the refund to be posted to your account. If you would like to reorder the missing item, we'd be happy to match the promotional price paid and waive the standard shipping fee, just call us at the number below to place your order. 
  
  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:03/10/2025

  Type:Billing 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 some items on Gap, gap factory and ******** which were online. I received the items from gap and gap factory but not the ********. A few items were missing from the gap factory order as well and this order was entirely baby clothes. I called their customer service which covers all therllree stores and told them of the issue. They refunded me and nit replaced the missing 3 items but told me I had to wait a few days to ensure the missing package will not be delivered. I waited and then completed their online missing package process from which they told me they cannot refund the items $17.43 for order 1LD3P8W. I called customer service who then told me to dispute it with my bank so I said how can I do that when the oldnavy order is tied to the gap factory order as one so that means I have to dispute the entire purchase which I cant do. They failed to understand what I was trying to say thus I need help in getting back my $17.43 plus applicable taxes.

  Business Response

  Date: 03/11/2025

  RE: Better Business Bureau Case 23043016
  
  
  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 1LD3P8W. 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 **********************
   

• Initial Complaint

  Date:03/09/2025

  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.

  Order Date: October 26, 2024 Order Number: 1K1V8YW I received only one package from my order, which contained just three items. The tracking number for this package, delivered by *** (1Z2V290EYW38274202), shows it arrived on November 1, 2024. However, I never received the package sent via LaserShip with tracking number 1LS722773600410. I promptly informed Banana Republic customer service about the issue, but my concerns were met with a generic email response that did not address my situation or initiate an actual investigation with the carrier.

  Business Response

  Date: 03/11/2025

  RE: Better Business Bureau Case 23041708
  
  
  Dear *******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Banana Republic Factory, 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 factory, and we're sorry to hear that you never received all of your items from order 1K1V8YW. 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: 03/12/2025

   
  Complaint: 23041708
  
  I am rejecting this response because:

  
  Thank you for your response. However, I must emphasize that my previous attempts to resolve this issue via chat and phone several months ago were unsuccessful ,as well no one from your CS tried to really investigate or open a case for the lost package with the carrier and I am here because I need a more effective solution, as I've already exhausted those options with your customer service. 
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/22/2025

  
  RE: Better Business Bureau Case 23041708
  
  
  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. To complete a more thorough investigation and help ensure our carriers are held accountable for failed deliveries, we truly do need to have you file a dispute with your bank for any items you did not receive.
  
  
  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: 03/24/2025

   
  Complaint: 23041708
  
  I am rejecting this response because:

  
  I must respectfully reject your suggestion to file a dispute with my bank. I contacted you in a timely manner regarding the issue I experienced, and I believe it is your responsibility to address this matter directly rather than requiring me to escalate it further which the business know already it is beyond the dispute timeframe. 
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/06/2025

  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.

  This is my order number: order #1LBHPXS I gotten my items and there seems to be some missing items! and when I try to resolve this issues with ********* They denied my claim!! what's is the deal!! is this how you guys treat a customer? I could have shop anywhere else but I wanted to give ******** a try but turns out this a bad service company! a lot worse than **** and other clothing brand! I still want my refund for my missing item!

  Business Response

  Date: 03/08/2025

  RE: Better Business Bureau Case 23031567
  
  
  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 1LBHPXS. 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 **********************

• Initial Complaint

  Date:03/06/2025

  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 beyond frustrated with the way my recent order from ******** has been handled. I placed an order for seven items, but I only received a fraction of what I paid for. More than half of my order is missing, and when I reached out to ******** for help, I was told my request had been reviewed and denied.This is absolutely unacceptable. I paid for seven items, and I expect to receive what I ordered. The fact that my request was denied without any real explanation or resolution is completely disrespectful as a customer.I want to know exactly what steps I need to take to either receive the missing items or get a refund for what I didnt receive. This issue needs to be resolved immediately.I expect a prompt response and resolution to this matter.

  Business Response

  Date: 03/08/2025

  RE: Better Business Bureau Case 23028957
  
  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.
  
  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 1LCVT8G. 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 Better Business Bureau

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 23028957
  
  I am rejecting this response because:when I reached out my claim was denied so no fix it and refund me my money 
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 03/18/2025

  RE: Better Business Bureau Case 23028957
  
  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: 03/18/2025

   
  Complaint: 23028957
  
  I am rejecting this response because:
  What sense does that make if I didnt get my items youre stance doesnt make sense so I am going to dispute with my bank because this is crazy 
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:03/06/2025

  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 unfortunately ordered online from Gap last December 2024 and had nothing but problems. It's now March 2025 and I got an email saying I could START my return...I already returned the coat back in December. I went through my bank transactions and had no refund for the coat! I contacted customer support who assured me they could see it was received and would be escalated and id get an email from their manager in 2 business days. That was over 4 business days. I contacted support online in chat and no response or resolution. This is not the first time they lied about helping. As I said, NOTHING but lies and problems. I ordered and paid for expedited shipping with this order and it was late. They only sent 3 of the 4 pants I ordered. The coat was hideous. I tried to return it to staples like Gap said and waited 45 minutes for them to say they cou process it. Called gap customer service for hours who could not figure out how to resolve this. Finally he gave me a return shipping label which I attached here. Get to **** and they made us pay for that label!!!@$@%! Customer Support did refund that but still...so much for the free and easy return at staples advertised when you purchase. You can clearly see from the tracking even 5 months later gap received it. I tried the coat on for like 2 minutes, it was in exact condition as I purchased it. There is no reason it should take this long to process my return!! I will never purchase from gap again and will be going to my bank for a chargeback if this is not resolved. So disgusting and frustrating.

  Business Response

  Date: 03/08/2025

  RE: Better Business Bureau Case 23028047
   
   
  Dear ******,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Gap Factory, 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 truly sorry to hear this was not your experience with your return from order 1KJ707P. We have researched the order and can confirm that the $29.52 refund for the coat was issued on February 28th. That refund will post to the MasterCard ending in 4215 within 7-10 business days of that date, though the actual timeframe is determined by the servicer of the account. We recommend partnering with the servicer if the refund is not posted by March 14th. 
  
  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 **********************