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:02/01/2025

  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.

  Bought a shoe and a matching belt for my wedding in Banana Republic website. Delivery took more time than it was saying is the website. Then I NEVER RECEIVED THE BELT. I complained in the their website, and a refund or replacement was denied. Per costumer service on the phone it was automatically denied and there was nothing else I could do. The shoe has incorrect size and I am afraid to return and also net getting a refund. THE WORSE COMPANY EVER that does not care about the customer. I opened a dispute in my credit card to get my money back since I did not receive the product. I will return the shoe and I would like to get a refund for that. Its definitely not legal for companies to just take your money and not provide the product or a refund without following proper procedures.

  Business Response

  Date: 02/04/2025

  RE: Better Business Bureau Case 22887940
  
  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 1L5W63Q. 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: 02/04/2025

   
  Complaint: 22887940
  
  I am rejecting this response because:

  I already contacted Banana republic customer service and I was told that a refund or replacement was automatically denied and that there was nothing further they could do about the belt. Therefore, I also returned the shoes and would like a refund for that too as I dont want anything else from Banana Republic ever again. The company took my money and did not deliver my order appropriately which is potentially considered a violation of customer protection laws.

  ************************ (FTC) Rules**:  

     The FTC enforces rules regarding "failure to ship" products. If a company accepts payment for a product but doesn't ship it or fails to deliver within the time frame promised, this could be considered a deceptive practice under the **FTC's Mail, Internet, or Telephone Order Merchandise Rule**. The company is typically required to ship the product within the promised time, or within 30 days if no time is specified. If they cannot do that, they must either offer a full refund or provide an option for the consumer to agree to a delay.

  I attempted to resolve this issue directly with Banana Republic, but they refused to offer a viable solution. Given that I did not receive the belt and I already returned the shoes, I will dispute the charge on my credit card for the full amount of the purchase as I clearly cannot trust this company to refund me properly.

  I have collected all relevant documentation, including proof of purchase, tracking details, and my correspondence with their customer service team and ************************ if further action is needed.

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

  Business Response

  Date: 02/06/2025

  RE: Better Business Bureau Case 22887940
  
  Dear *****,
  
  Thank you for your reply. While typically we're unable to overturn a denied claim, we have partnered with leadership for a solution. We have issued a refund for the shipping fee in the amount of $5.35 and the missing item in the amount of $38.52. Please allow up to 10 business days for the refund to be posted back to your account. Please know that we will be unable to over turn any denied claims for missing items in the future. 
  
  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 **********************

• Initial Complaint

  Date:02/01/2025

  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 made my purchase on January 30 and am currently eligible for a sale. However, the items I wish to buy must be purchased online, and I was informed that my in-store total could not be applied to qualify for the online offer. When I spoke with **************** on February 1, I was told that the sale had expired and they were unable to honor the sale price.

  Business Response

  Date: 02/04/2025

  RE: Better Business Bureau Case 22886533
  
  
  Dear Ketedrea,
  
  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 your purchase was not eligible for the only promotion. While most ******** merchandise starts out at a consistent original price regardless of where it's sold, you may find stores and online will sometimes have different sales and markdown price points, and this sometimes results in a variance in pricing. Our stores are happy to match online prices found on the product page for an item, however, they are not able to match online only promotions. 
  
  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 **********************
   

• Initial Complaint

  Date:01/29/2025

  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.

  This order was guaranteed delivery by 12/24. I have had over 5 conversations with Gap customer service attempting to get a refund as this order never shipped, and still remains "awaiting shipment." Each time, they file a different paper - stuck package, cancel order, package lost... to no resolve. I would please like my money back from this order.

  Business Response

  Date: 02/05/2025

  RE: Better Business Bureau Case 22873525
  
  
  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 that you did not receive your order. We have reviewed your order details and see that you spoke with a floor lead on 1/29, who partnered with our tech team to get this issue resolved. The ticket to resolve this matter has now been resolved and the authorization will be canceled within 3-5 business days, releasing your funds. We appreciate the opportunity to assist you and for your patience during this matter. 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-GAP-STYLE ***************).  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:01/25/2025

  Type:Order 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 made an online purchase from Gap and received a gift from Banana Republic that a local store will not return. There was no receipt in the bag with the online purchase nor a return statement when purchase made. The gift is just that, a gift, a shirt with no receipt included. According to what I see online, its 45 days. And the holiday policy is also unclear. I was at the ************ location where they refused. Im not sure why this policy is so unclear and seems to change often.

  Business Response

  Date: 01/28/2025

  RE: Better Business Bureau Case 22858569
  
  
  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 your return.  While we typically do not accept returns out of the return window as they must be returned within 30 days of the delivery date, we see that you spoke with an escalation specialist on 1/26/25 who was able to issue a return courtesy. Please use the return label they provided to return your items by mail. 
  
  Please know that for your gift return, without the receipt, the best option would be to attempt to return in-store. If accepted, it would be store credit for the current selling price. however, all non-receipt returns are processed through a 3rd party and may not be accepted. by the store. While this may not be the resolution you hoped for, we hope you understand.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-GAP-STYLE ***************).  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:01/25/2025

  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.

  Banana Republic, I am really appalled and very dissapointed that I spent so much money shoppnig here only to realize that the first time I ever encountered a problem, that was ordering online for the first time, your customer service literally disrespected me over and over again. I've tried to speak to a manager, and your employees have insisted that they are unable to transfer me over to a manager, and only to a lead who is able to take feedback. The problem is that my order was shipped to the wrong address, I live in **********, the address msitake is ****** similar, ******************************************************************** is where i live in went to a similar address in ********!! Furthermore, I tried to make the change online and believed I was sucessful onyl to realize that it had not worked. I tried to stop them from delivering it to the wrong address, only to no avail. Someone who has literally spend thousands of dollars at your stores, should not be treated like this for $200 worth of merchandise. I do not know if I will be ever shopping here again because I've never had issues and the first time I eencountered issues, you guys refused to help me and made all sorts of excuses.

  Business Response

  Date: 01/31/2025

  RE: Better Business Bureau Case 22858358
  
  
  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 this was not your experience with order 1L69DD6. Our records reflects that the order was refunded in full on January 29th and the $17 and $233.20 refunds will post to the payment method used for the order within 7-10 business days from 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 Better Business Bureau

  Customer Answer

  Date: 01/31/2025

  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. I really appreciate the exception that was provided to me, this was totally my fault but I just wanted some empathy and understanding given the situation. I really thank the higher *** in the organization to assisting me with this matter ;). 

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

• Initial Complaint

  Date:01/24/2025

  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 placed an order through ******** on 1/20/2025. The order was marked as delivered today, 1/24/2025. When i opened my package, I discovered it was NOT my order at all. I called the customer service line where I was told that they would not reship my order, they would have to issue me a refund. However, they informed me that they would not issue a refund until they receive the item THEY misshipped back. It seems incredibly unreasonable that they are holding my refund hostage due to their mistake. I will return this item, but i would like my money now. It's a lot of money when you don't have much.

  Business Response

  Date: 01/28/2025

  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. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that you received the wrong order. We have issued a refund in the amount of $50.93. You can use the return mailing label we sent to you to mail the wrong order back. Please allow up to 10 business days for the refund to posted to your account. If you would like to reorder the items, we'd be happy to match the promotional price paid and waive the standard shipping fee. Just call us at the number below to get it reordered.
  
  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: 01/28/2025

  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:01/22/2025

  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 received a letter in the mail from Gap, specifically ********* that if a credit card holder spent $2000 in the month of December they would earn 150 reward points. I have called ******** and ******** several times and was told that I would receive the points by 1/22/25. However, I have not received the points I earned from spending $2000 in the month of December.

  Business Response

  Date: 01/28/2025

  RE: Better Business Bureau Case 22846171
  
  
  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 you have not received the rewards for the December offer. It can take 1-2 billing cycles after the criteria is met for the rewards to be added to your account. Since this was a December offer, it may take till the statement that will arrive in February for it to be added. If the points have not been added by the end of February, please contact Barclays directly at ************** for assistance. We appreciate the opportunity to help. 
  
  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:01/21/2025

  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.

  On 1/20/25 I placed a purchase for a $20 hoodie that was on sale on Gap.com through my online account with my personal login and ******** credit card that was on file. I also had to type in my 3 digit security code to use the card that was on file, which I did. I was excited to find this hoodie because it's sold out in stores and my son recently had it stolen. On 1/21 after I received an email saying the order was confirmed, I received an email saying that the order was cancelled due to potential ffraud. I immmediately called to clear this up but was told that the customer service person couldn't help me. He couldn't tell me why the fraud alert was there, what the process was or if I'd be able to place any online orders ever again. I now have to dissapoint my son by telling him the hoodie that was stolen from him will not be replaced despite the order going through and being confirmed. My belief is that the Gap oversold the hoodie and couldn't fulfill the order which I have had happen to me before. What a fraud the company is, I will be paying off my credit card and never shopping there again. This is the 4th bad experience I've had with this brand.

  Business Response

  Date: 01/25/2025

   RE: Better Business Bureau Case 22838188
  
  
  Dear Hope,
  
  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 your order was canceled. We're unable to assist with canceled orders through this platform and you will need -to speak with our ******************** Please call us at ************** and ask to speak with our customer research department. They will be able to provide you with more information about why your order was canceled.  Our customer research department is available 8:30 am - 9pm (ET) Monday through Friday and 10am - 6pm (ET) on Saturday. 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-GAP-STYLE (**************).  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:01/21/2025

  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.

  package never received, ******** has not issued my refund or helped me reorder.

  Business Response

  Date: 01/23/2025

  RE: Better Business Bureau Case 22837707
   
   
  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 did not receive order 1L20WMS. We do see that, after a missing order claim was submitted for the order, it was refunded in full on January 21st and that $68.98 refund will post to the payment method used for the order within 7-10 business days of that refund 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: 01/24/2025

  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:01/20/2025

  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 purchased maternity items for a family member on January 6 and the company guaranteed maximum deliver January 13th. The package as of today has not been delivered. I have called customer service on several occasions and each time they provide me false information. I was initially told by customer service the items would arrive on the 13th of January, the 17th of January, The 21 of January, 22 of January and today the 27th of January. This is unacceptable since these items are for a high risk pregnancy person. When I called customer service today I was sent a link by the representative who stated I would be able to file a claim for lost package. When I clicked on the provided link it stated no actions available.

  Business Response

  Date: 01/25/2025

  RE: Better Business Bureau Case 22836758
  
  
  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 did not receive order 1L2J2BL. We do see that a claim was successfully submitted for this order and that the full order was refunded on January 23rd. That refund of $166.55 will post to the payment method 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: 01/25/2025

  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. I have received my refund, however, it is very disheartening that these were maternity items for someone in need. Before I reached out to BBB I did in fact contact the business on several occasions and was blatantly given false information and tracking information.
  
  Sincerely,
  
  ********* ********