Business Profile

Clothing

Gap, Inc.

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB’s business profile for Gap Inc. was created in May 1996. A review of complaints was completed in December 2024.

For information on your online order, please visit Get the Status of Your Order and GAP Customer Service.

If you need additional assistance, please contact GAP at Contact Us.

Complaints

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

Customer Complaints Summary

1,172 total complaints in the last 3 years.
443 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/04/2025
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 ordered from this company because they have good deals I am 18 weeks pregnant with my daughter and have 3 other daughters that Ive brought clothes for ages 1 , 5 & 7 . I havent received my package and reported it but they denied to give me a refund for all my missing items I paid my last money with . I just want a refund for what I paid for before taking it to a higher court . Im still waiting on two other packages from the company as is , hopefully Ill get those . ****************** reference # cv2qr6t1c6g2pvkjvi0g
Business Response
Date: 03/11/2025
RE: Better Business Bureau Case 23021830

Dear Nessaa,

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 did not receive all of the items from order 1LCGH73. We have researched the shipment history for the order and can confirm that two of the three packages are reflected as delivered by the carrier. We do see that the tracking history for the shipment containing the ******************* for Girls was not updated by the carrier with any scans. Based on this, we have refunded the price paid for the boots and that $9.30 refund will post to the payment method used for the order within 7-10 business days.

In regard to the two packages reflected as delivered, for denied claims, we recommend 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 *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. 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
Better Business Bureau:

Ive reached out to ******** first about my package not being received I am in a high risk pregnancy and dont plan on spending my time to keep going in circles about my package missing and me receiving My refund or re-delivery .

Sincerely,

Nessaa ***********
Initial Complaint
Date:03/03/2025
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 purchased multiple pairs of Chino straight leg pants In a colors from Gap. Ive owned multiple pairs in the discontinued **** ****** and all of them begin to turn a pinkish orange in the crotch area after the first wash. I love Gap clothing and want Gap to refund my purchase of the defective pants.
Business Response
Date: 03/07/2025
RE: Better Business Bureau Case 23014400

Dear *****,

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.

Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear about the issue encountered with the chinos. We stand behind the quality of our products, and we're committed to providing you with a great experience. You can take the pants into your local store and speak with a manager for a defective merchandise evaluation. Our managers are empowered to return or exchange any items determined to be defective or damaged. If any questions arise, the manager may contact our offices at the phone number below Monday through Saturday with your case number, ********, and we'll be happy to help with the evaluation.

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.

Sincerely,

******
Gap, Inc. Customer Relations

cc: The **********************
Customer Answer
Date: 03/07/2025
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:03/03/2025
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.
Dear BBB and ********,I believe this will be simple to settle and I apologize I had to file a complaint to do so, but I am sure you can help.On Nov. 16, 2024 I placed an order for 5 items totaling. Order # is 1KVTB89 to my *********, ** address. From what I understand, ******** used two different carriers and shipped the order in two separate packages. On November 23, 2024, I called ******** to say it had not arrived. ******** customer service said they have a record of two packages being delivered. I told them I never received them, I was told not to worry about it, and customer service representative reordered the items for me. the New Order # is 1KW69WB but I had it sent to my alternate address in *****, **. This Order *********** of the two packages finally arrived at the ********* address via ***** containing one of the five items (the blazer). I kept the shipping label for proof but returned the jacked because I had already reordered it.I called ******** to tell them a package arrived at ********* but I am still missing 4 items. At that time they told me they already denied by refund claim because I "gave the wrong address." I explained that was not true and in fact received one of the two packages sent to *********. They said it was too late and they could not help **** don't know if ******** ever received the second package back but I never received it. It was the holiday season so I don't know what happened, but I assure you I never received it 4 of the 5 items. I did receive the replacement order. I shop quite a bit at ********, Gap, and their other brands. I consider this a fluke because everything always seems to go smoothly, but I do need help with this.I am requesting a refund for the 4 items not received. I have received the replacement order. Since I received one of the packages (the Jacket for $39.15), I am requesting the difference ($123.98 - $39.15) = $84.83 I hope you are able to help. Respectfully, ******
Business Response
Date: 03/07/2025
RE: Better Business Bureau Case 23012615

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 order 1KVTB89 was submitted with an incorrect address and that you did not receive all of the items from the order. 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. 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: 03/07/2025

Complaint: 23012615
Dear gap
Here lies the problem. I DID NOT give an incorrect address. If I did I wouldn't have received the first package! Please look at the attachments including the label for the portion of the order that DID arrive. If it was the wrong addresses then I would have not received anything.
I sent the replacement order to my 2nd home to avoid additional problems.
So you see, Gap entered in correctly I formation in the claim (that I gave the wrong address when didn't because I received the partial order so obviously it wasn't incorrect)
Please see the details I supplied. I shouldn't be punished for a mistake entered by Gap. I never said it was the wrong address. I said I only received 1 of the 2 packages.
I have been trying to resolve this for months. If I wasn't desperate for help I wouldn't have had to file with BBB if I or my credit company was able to resolve it.
I've called that number they will not help or reopen the claim with the correct details.
Please pretty please help me

I am rejecting this response because:

Sincerely,

****** *******
Business Response
Date: 03/15/2025
RE: Better Business Bureau Case 23012615

Dear ******,

Thank you for your reply. We regret any confusion and, while we are glad that one of the packages from the order was received, we do see that the packages were both shipped to the address as entered at checkout and we are unable to overturn the claim decision through this platform. We recognize that this process may not be ideal for all customers, 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 Better Business Bureau
Customer Answer
Date: 03/17/2025

Complaint: 23012615

I am rejecting this response because:
I don't understand the guidance you are recommending. Since we now understanding it was not a wrong address, and that is why the claim was rejected, how do I correct the claim record? When I called the claims center they said there is nothing they can do to help and cannot correct the miss information on the claim?
Who can help me? Can you call the claims center on my behalf and advise them that we have confirmed that I did not provide the wrong address ok the original order? Can you help with that?
I am not sure who can help me but I paid for items I did not receive. It my understanding you can issue a credit. I am not looking for a credit for the entire order - just the items I did not receive.
When I originally called customer service they told me not to worry and reordered it for me. Otherwise I would not have reordered until I was able to resolve. So essentially I paid double for the part of the order I received.
What can you do? I'd prefer a credit to my original payment method but also happy to receive a credit for a future purchase.
I'm trying but I don't have the power to correct. Only Gap can help. Please help me.
Sincerely,

****** *******
Initial Complaint
Date:03/01/2025
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 am filing this complaint to formally document an ongoing issue with Athleta (part of Gap ***** regarding a misdelivered package and Athletas refusal to refund or reship my order despite clear evidence of their error.On February 21, 2025, I placed an order with Athleta (Order #1LCB0KN). On February 25, I received an email from ******* claiming the package had been delivered to my address. However, no package was received.After contacting Athleta customer service and filing a claim (Case #********), I was instructed to wait until after the promised delivery date before any resolution could be provided. Once I followed up, I was told that Athleta had a delivery photo but the photo clearly shows a building that is NOT my building.Despite this clear proof of misdelivery, Athleta refused to issue a refund or reshipment. Instead, I was told I would have to dispute the charge with my bank effectively forcing me to absorb the burden of their mistake. I followed every step Athleta required, and yet I was still denied any resolution.This level of customer service, combined with Athletas refusal to take accountability for its own delivery error, is completely unacceptable. I am requesting the BBB assist me in securing either a full refund or reshipment of my order, and I want my complaint documented to warn other customers of this practice.
Business Response
Date: 03/07/2025
RE: Better Business Bureau Case 23006915

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 Athleta, and we're sorry to hear that you never received all of your items from order 1LCB0KN. 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. 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: 03/07/2025

Complaint: 23006915

I am rejecting this response because:
I am rejecting Athletas response because it does not resolve my complaint. I have already contacted Customer Support multiple times (Case #********) and followed every step Athleta required.

Athleta acknowledged they have a delivery photo showing the wrong building, yet they still refuse to issue a refund or reshipment. Instead, they told me to dispute the charge with my bank, shifting the burden onto me rather than taking responsibility for their own delivery error.

Additionally, I was told twice that a supervisor would call me back to resolve this issue. That never happened. Athletas failure to follow through on promised customer support escalations further proves their lack of accountability.

I am requesting a full refund or a reshipment of my missing items as I have provided clear documentation proving the package was not delivered to my address.

Unless this issue is resolved, I will escalate my complaint to additional consumer protection agencies, including the FTC, my states ************************* and the *************************************

Sincerely,

**** ********
Business Response
Date: 03/15/2025
RE: Better Business Bureau Case 23006915

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. Our claim process is handled exclusively by our **************************** and we recommend contacting the team directly at ************** to speak to someone about the claim. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday.

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: 03/17/2025

Complaint: 23006915

I am rejecting this response because:
I am rejecting Athletas response because they are ignoring my complaint and simply repeating themselves without offering any resolution.

In their most recent response, Athleta stated:

Our claim process is handled exclusively by our **************************** and we recommend contacting the team directly at ************** to speak to someone about the claim.

This response is completely disingenuous because I have already contacted Customer Support multiple times (Case #********* and followed every step they required. Each time, I was told that they would not assist me and that I had to dispute the charge with my bankdespite clear proof that the package was misdelivered to the wrong location.

Additionally, I was told twice that a supervisor would call me back to resolve the issue, but that never happened.

By repeating the same response instead of addressing my concerns, Athleta is actively ignoring my complaint rather than handling it through the very process they claim is in place to assist customers.

Requested Resolution:

I am requesting one of the following resolutions:
A full refund for the undelivered package
A reshipment of the missing items at no cost to me

If Athleta continues to refuse to take accountability for their mistake, I will escalate my complaint further by filing formal reports with the ************************ (***), the ***********************************, and the ************************************ (****). Additionally, I will be sharing my experience publicly on consumer review platforms and social media.

This is not an acceptable way to treat paying customers, and I expect a real response addressing my concerns rather than another copy-and-paste dismissal.

Sincerely,
**** ********
Initial Complaint
Date:03/01/2025
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 ordered items from ********* This is the 4th time I am missing an item from an order. As per ******** I submitted a request and they denied me except for the first time. These are the last two most recent orders and the total amount.
Business Response
Date: 03/04/2025
RE: Better Business Bureau Case 23006429

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 orders 1LDYL9Q and 1KVML3T. 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: 03/05/2025

Complaint: 23006429

I am rejecting this response because: the credit card has nothing to do with the mistake that has been made. It does not resolve the issue with obtaining the items. I am hoping eventually I will be refunded but they said it can take 90 days if they do. Something in your company has to change to make sure you are completing all orders accurately. I understand mistakes happen but to blame the customer and then make me wait to file a claim that goes no where. Your solution of reaching out to the credit card company which delays the refund/me getting the item, is not the customer service that your customers deserve.

Sincerely,

**** *********
Business Response
Date: 03/11/2025
RE: Better Business Bureau Case 23006429

Dear ****,

Thank you for your reply. We truly cannot issue a refund and recommend disputing the charge with your bank. 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 Better Business Bureau
Customer Answer
Date: 03/17/2025

Complaint: 23006429

I am rejecting this response because: the business has not done anything to resolve the issue. How many times do I have to reach out to the credit card company. ******** has to do a better job of checking that packages have all the correct items.

Sincerely,

**** *********
Initial Complaint
Date:02/28/2025
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 online from Banana Republic Factory, it was quite a large order. However, my order was being shipped to an old address of mine that was on file. Frantic, I contacted Banana Republic Factory immediately when I saw the package was to be delivered to that address, but they said there was nothing they could do. I then asked them if they could re-ship the items to my correct address, and their response was "i am negligent because I didn't change the shipping address before I hit the place order button". I begged them to at least refund me and i would re-order the same items to ship to my current address, but they said since it was my fault they would not help me. I had to eat the $183 dollar costs even though I didn't receive the items. I made another attempt to reach them via email, wherein I requested a refund because I never received the items. They again, refused. The customer service I received from this company was disgusting. Since they refused to help me in ANY WAY, I tried to contact the old landlord of the old place the items were delivered to, but they no longer owned the property, to at least have the package sent back if they did have it. I have contacted my bank now to try to recover the charges. I will NEVER shop at a GAP/Banana Republic EVER AGAIN. They are horrible.
Business Response
Date: 03/04/2025
RE: Better Business Bureau Case 23003879

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 1LVLNY1. 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:02/27/2025
Type:Sales and Advertising 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 order on 2/18/25. Package not arrived. I called them three times. Was hung up on once. A supervisor spoke to me and supposedly filed an email refund request on my behalf. I was not provided a case number or an email recap of our conversation and the supposed resolution. As per the supervisor *** needs me to submit an email refund request and wait 3 days for someone to let me IF I will be getting a refund. Thats a ridiculous inconvenience and burdensome. They collected their money and now Im out money and my gift was not delivered as promised. Im not satisfied and that is unacceptable to me. Id like replacement items to be expedited shipped at *** expense.
Business Response
Date: 03/04/2025
RE: Better Business Bureau Case 23001020

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 with us and we're so sorry to hear of this wasn't your experience with order 1LC16W9. While we are relieved to see that the package was delivered on Friday, February 28th, we understand that this was later than the original expected delivery date and regret any disappointment caused. We will be sure that your feedback on this experience is shared with the appropriate leadership teams, and we have added ***** points to your reward account with us to thank you for taking the time to share your comments.

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:02/27/2025
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 have purchased from ******** online multiple times. Ive had four incidents where items were missing from my order. Each time I reached out to ******** customer service to file a claim for the missing item. Each time my claim has been denied with no explanation or additional information. I am out of money and do not have the items ordered. **************** is horrible and they dont provide any assistance.
Business Response
Date: 02/28/2025
RE: Better Business Bureau Case 23000592

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 did not receive all of the items from order 1LD2460 that are reflected as delivered. Although we are glad to see that we have been able to provide refunds for items reported missing from previous orders 1HKTY6B and 1HT2C18, this is not a solution we can offer in an ongoing manner, and we are no longer able to issue a credit for missing items going forward. 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. 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.

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: 02/28/2025

Complaint: 23000592

I am rejecting this response because:
The missing item from my order was the fault of ******** and their fulfillment department it is unfair that Im being held liable. I have been a faithful customer to ******** and love their products but their customer service is deplorable. This isnt the first time Ive had this issue of missing items again at no fault of my own and ******** refuses to rectify the issue. Not only is it disappointing that I dont have the item I ordered, spent time contacting ******** but I have spend additional time and effort to get my money back from my bank (who is not at fault either). So at this point Im without the item I ordered, time spent that I dont have and out of money. Its mind blowing to me that companies as large as ******** continue with these practices. Ive read where others have had the same experience and several stating they never received items too. Clearly the issue is with ******** and their fulfillment department! Despite my love for ******** and its affiliates I will no longer be shopping with them or recommending their products!
Sincerely,

******** *******
Business Response
Date: 03/04/2025
RE: Better Business Bureau Case 23000592

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.

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:02/25/2025
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.
i orders 3 sweater from the online store, order #1L742MR on 1/25/2025 for $92.38 the order shipped soon after and i received it on or about 2/1/25, i tried them on and 2 items: 1- Perfectly soft v-neck light salmon size M for $20.98 and 2- cozy shimmer pullover sweater charcoal gray size M $27.58 did not fit, i set up a return label for a refund, and shipped the 2 items back *** 1Z544E3W9016550865 it was received 2/4/2025, i called a few times since the 4th and was informed it takes 5-12 business days to refund the card. that my refund is estimated at $48.56. however the credit summary is for $40.84, i guess charges apply, or cost of garmets have changed, not sure, however i understand that. I have not received my refund and the customer service department is not providing a date as to when my card will be refunded. Banana Republic cannot steal my money and need to provide a refund to the card i used for the purchase immediately. please note i have an account with ******************** and am a customer for well over 30 years. from their shops in the various malls in ***************** *********** to on line shopping. I would like my refund ASAP.
Business Response
Date: 03/01/2025
RE: Better Business Bureau Case 22987542

Dear Nizajet,

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 with us and we regret any frustration encountered with the processing of your return of items from order 1L742MR. We are happy to see the refund has been processed as of February 28th and that $51.54 refund will post to the method of payment used for the order within 7-10 business days of that date.

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: 03/03/2025
Better Business Bureau:

I have reviewed the response
that the refund is being issued made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Nizajet ******
Initial Complaint
Date:02/23/2025
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 reaching out regarding order numbers 1L6GKDR and 1L74M69, which were never successfully delivered to me and were subsequently returned to your warehouse. According to tracking information, both parcels arrived at the return address 10 days ago, yet I have not received a refund for either orders. I would appreciate your assistance in processing the refund for these returned orders. If the matter cannot be resolved promptly, I will initiate a chargeback with my bank. Please let me know how we can proceed. Looking forward to your response.
Business Response
Date: 02/27/2025
RE: Better Business Bureau Case 22979687

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 are no longer able to process online orders for you as your account has been disabled. We recommend reaching out to your bank directly to dispute the charge for any items you have not received. We have mailed you a letter explaining the status of your online account and if you have not received it yet, you should be receiving it shortly. We are not able to speak to the details of your account nor are we able to override this decision. If you have any questions, please contact our ****************************** in writing, at

Gap Inc. Customer Relations
Attn: Trespass Inquiries
************************************************************************************

Thank you again for sharing your concerns.

Sincerely,

******
Gap, Inc. Customer Relations

cc: The **********************

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