Business Profile

Clothing

Gap, Inc.

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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

1,174 total complaints in the last 3 years.
444 complaints closed in the last 12 months.

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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:01/20/2025
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.
The date of the transaction was 1/9/25. I ordered some items from the gap. I have had many orders delivered to my current address in *************, which is the default address. The items were delivered to an address I had in ************* 12 years ago. I did not select this address as my address for it to be sent to. I don't live there and I don't own that post office box anymore. I don't know what happened technically, but my default address continues to have my current address in *************. I have made many phone calls to the gap customer service. I was told last week that I would be sent a form to fill out which didn't happen. I called on Friday and was told to call back on Saturday, because the department that I needed to speak to wasn't open. I called back to day, 1/20/25 and was once again given the runaround. The woman I spoke to in "research" said she called it looked like the items weren't picked up at the *************** She told me I needed to call. I reminded her that the sender needs to call the *** not the person it's being delivered to, especially since I don't own that PO Box anymore. She argued and was cold and distant and reprimanded me for being upset. I was upset from the beginning of the phone call for all the time I have spent trying to get help and not getting any help whatsoever on the other end. No one bothered to say they were sorry it happened. Worst customer service ever. I don't have what I paid for. I remember when Gap was a family owned company and cared about customer service and making customers happy. I should receive my items and/or be compensated.
Business Response
Date: 01/25/2025
RE: Better Business Bureau Case 22835218

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 regret hearing of the difficulty you encountered with order 1L38L3T. We do see that we have been in contact with the carrier on two occasions in regard to your request to have the package forwarded or returned to us. While **** was unable to provide details as to the reason in which the first escalated case was closed, we were able to have the request escalated again for each package. The service request numbers associated with this are #******** for tracking ending 5507 and #******** for tracking ending 8844. We have been informed that the turnaround time for these requests within **** is 2-3 business days and that they will reach out to you directly upon resolution.

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: 01/26/2025

Complaint: 22835218

I am rejecting this response because:To BBB and GAP:
I am well aware of the sequence of events. I have received shoddy customer support from the **********************. I am asking that you take responsibility for this. The phone calls to **************** were awful, I was given the run around, and no one was willing to lift a finger to help me. They talked down to me were gaslighting in their reponses. I contacted the BBB then. I also tried another avenue by contacting Gap on their FB wall. This was when I actually got a response that was meaningful. But I continued to have to advocate for myself for them to take action. I had to ask repeatedly for them to follow up and call the **** and/or the ** where my packages are still sitting. I have spent way too much of my valuable time doing this. This is terrible customer service.If you look at your records, you will see how long Ive been a customer. This is not an okay way to treat a customer who has been loyal for so many years. I still dont have my merchandise. And the phone call I received from the ** yesterday made no sense. Again, they left a vm msg saying I can pick up the package at the ** store, when I live 3 hours away.
There has been very little effort on the part of Gap to do anything about this. I have yet to receive an apology. Just common courtesy.The FB folks whom Im in contact with at least expressed concern.

Sincerely,

******** *********
Business Response
Date: 01/31/2025
RE: Better Business Bureau Case 22835218

Dear ********,

Thank you for your reply and we're so sorry for your experience. 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 have reviewed your account and see a full refund of $60.83 was issued on 1/28. Please allow up to 10 business days for it to be posted to your account.

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: 02/02/2025

Complaint: 22835218

I am rejecting this response because: While you have finally apologized for the mess and you will be forwarding this to higher *** to review, this is still not an adequate response. The results, including finally getting a refund, were due to copious amounts of effort on my part. The owner of the Gap is a billionaire, and this is why. Treating customers in this shabby way is how billionaires become billionaires. I'm sure most people would give up and never receive their goods or a refund. Or think of all the avenues for follow up. So bit by bit, selfish people become billionaires. I remember way back when, when the Gap was a wonderful store in the 70's. I was best friends with the daughter of the man who created it in *********. He would be ashamed. Really. So should you. I don't know who went to *******, but this is so typical of MBA thinking. Just do everything you can to rake in the big bucks. Human decency doesn't matter. Just get rich!

Sincerely,

******** *********
Initial Complaint
Date:01/17/2025
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.
Gap delivered the wrong package before Christmas. Instead I received a few child's clothes items- none of which I ordered. Not only were my Christmas gifts not delivered, so I did not have many gifts I was depending on for Christmas (that were supposed to be delivered before), but when I was told to mail back the wrong items, I immediately did, and was never refunded for the large expense package I did not receive. This was about $300 worth of clothes that I NEVER RECEIVED FROM GAP, and still have not gotten a refund for. I have reached out to more customer service people from ********************** than I can even count or remember and nothing has been resolved. I keep getting the same response that it is out of their hands but that they will transfer it to the "research team" for my refund. It has now been well beyond the time period I was told it would take. It was confirmed that they got the wrong items delivered back, just as I was told to, but still no refund or contact from them. I never in a million years thought I'd be scammed out of money by Gap, but here we are.
Business Response
Date: 01/23/2025
RE: Better Business Bureau Case 22827435

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 you received the wrong order. We're so sorry for any disappointment caused and to hear about your experience. We reviewed your account and do show a full refund of $256.35 was issued on 1/18, $13.97 on 1/20, and $29.59 on 1/21, for a total refund of $299.91. Please allow up to 10 business days for this to be posted back to your account. We appreciate you reaching out and giving us the opportunity to help.

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:01/16/2025
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 plac** order on Gap.com, I imm**iately realiz** my zip code is wrong, I call** Gap to either correct zip code or cancel the order. They told me they cant change the order and told that they will refund once package comes back. I call** ** *** they told they cant change delivery address.But *** deliver** it to a wrong address which is neither matching my door number not matching my zip code. Now I call** back Gap, they told they cant refund and not providing any reason.
Business Response
Date: 01/23/2025
RE: Better Business Bureau Case 22822217

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.

We want all our customers to be satisfied with their purchases from Gap Factory, and we're sorry to hear that you never received all of your items from order 1L34N1K. 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:01/16/2025
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 placed order 1L339NV for $40.93 on 1/8/25. The order had one item: a pair of High-Waisted Dynamic Fleece Trouser Pants. Instead, ******** sent the wrong item: a pair of Wide-Leg Dynamic Fleece pants, delivered on 1/16/25. I am going through a very busy, stressful time, and I don't have time to send this back or return it to a store. Please send me the item that I paid for, and do not request that I return the wide-leg pants. I should not have to pay for ********'s mistake with my time. If you cannot send me the item I paid for, then please refund the $40.93.
Business Response
Date: 01/23/2025
RE: Better Business Bureau Case 22822204

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 received the wrong item. We're happy to issue a refund once the item has been mailed back. Without returning we're unable to issue a refund. We have emailed you a return shipping label to mail it back. Please allow up to 15 business days from the date you mail it back for it to be returned and processed. We appreciate your understanding in this matter.

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: 01/24/2025

Complaint: 22822204

I am rejecting this response because:
I should not have to pay with my time for ********** mistake. ******** took my money and sent me the wrong item. I did not receive what I paid for.
Sincerely,

***** *******
Business Response
Date: 01/28/2025
RE: Better Business Bureau Case 22822204

Dear *****,

Thank you for your reply. We have issued a refund in the amount of $40.93, please allow up to 10 business days for the refund to be posted to your account. Please know we are offering this as a one-time exception and in the future all wrong items will need to be returned to receive credit. We appreciate your 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: 01/28/2025

Complaint: 22822204

I am rejecting this response because:
Better Business Bureau:

I actually shipped the pants back using the label you provided. The tracking number is 1ZY275X79077635150. Please make sure my refund is for ***** and not 33.39 like the email says it will be. I had to pay about $2 for a bag to mail it back in and about $3 to print the label. ******** stole from me, and it's despicable.

Sincerely,

***** *******
Initial Complaint
Date:01/16/2025
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 a few items from Banana Republic online and did not receive everything I ordered. I filed a claim online and my claim was denied a few hours later. When I contacted customer service to speak with them and let them know about the issue they said I needed to submit a claim. When I told them I had already done that and that it was denied I was told I needed to dispute the charge with my bank.
Business Response
Date: 01/22/2025
RE: Better Business Bureau Case 22818901

Dear ********,

We are writing in response to your recent complaint filed with The Better Business Bureau. At Banana Republic, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.

We want all our customers to be satisfied with their purchases from Banana Republic, and we're sorry to hear that you did not receive all of the items from order 1KRN158. 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 Better Business Bureau
Initial Complaint
Date:01/15/2025
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.
My daughter bought me Athleta clothing online for Christmas. I did not care for the style, so I completed an "online" express return, using the gift option and requesting emerchandise card refund. I brought the items in original packaging to *******, where they were scanned in. I immediately received an email acknowledging the return, however, 16 days later, I still haven't received the refund. When I called, the person I spoke to (and his manager) insisted that I needed to provide my daughter's billing address in order for them to process the return. I've already returned the merchandise. I would like Athleta to send me an e merchandise card, a gift card, OR refund the money to my daughter's original form of payment. They insist that my daughter has to call them. There is a LONG wait time to get through to this phone number and my daughter is a new public defender (working 80+ hours per week). She doesn't need that hassle.
Business Response
Date: 01/17/2025
RE: Better Business Bureau Case 22816870

Dear ******,

We are writing in response to your recent complaint filed with The Better Business Bureau. At *******, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.

Please know we want all of our customers to have a pleasant and seamless shopping experience, and we regret hearing of your frustration with the return of order 1KS305P. As the order was not submitted as a gift order, the refunds were issued to the original payment method used for the order. We also see that ****** points were added to your reward account with us after you spoke with a member of our membership team and that amount is equal to $225 for use with our brands.

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:01/14/2025
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 received an empty bag that was stamped with "Received Damaged" and "Received Without Contents". I contacted Athleta and they denied my claim for a refund or replacement.
Business Response
Date: 01/17/2025
RE: Better Business Bureau Case 22811407

Dear Crystal,

We are writing in response to your recent complaint filed with The Better Business Bureau. At Athleta, 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 your package arrived empty, and your claim was denied. Since you sent a photo of the package, we were able to partner with leadership to get your order reshipped. Your replacement order number is 1L54YVQ and has been shipped priority shipping and should arrive by 1/20. We appreciate you giving us the opportunity to help.

Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-877-3ATHLETA ***************). 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: 01/22/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I received a replacement order from Athleta. Thank you for your assistance.
Sincerely,

******* *****
Initial Complaint
Date:01/13/2025
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 a dress at banana republic On 12/30, said dress was $160 I wore it for 2 hours and the dress I la falling apart I contacted banana republic to get an exchange or refund since this item is poorly made and is not functional. I was told to take this dress to the dry cleaner to get it fixed because banana republic is not responsible for the quality of their items. This was an expensive dress and for an employee of this company to make such a statement is offensive to me as a client to say the least. Their solution was for me to spend more money to fix a dress that should of not been broken to begin with, disgusting behavior I will not be purchasing from this company ever again I want a refund
Business Response
Date: 01/15/2025
RE: Better Business Bureau Case 22803714

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 enjoy their ********************** purchases and we're sorry to hear of your disappointment in your recent dress purchase and that you were not initially provided with the option to have the dress evaluated. We can share that we stand behind the quality of our products, and we're committed to providing you with a great experience. For store purchases, you can visit a local store to speak with a manager for a defective merchandise evaluation as our managers are trained to evaluate items for possible defects. If the dress is determined to be defective, the store should be able to accommodate you by either exchanging for a replacement or a refund. If any questions arise when you visit the store, the manager can contact our offices at the phone number below 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. Please reference case number ******** for a seamless experience.

Sincerely,

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

cc: The **********************
Customer Answer
Date: 01/15/2025

Complaint: 22803714

I am rejecting this response because:
I have spoken with the managers of the location where I bought the dress and they refuse to evaluate my dress and see for themselves the quality of this dress, they told me they are not responsible for these quality issues and can not do anything to help me. I want a refund and to escalate this issue to the regional manager and customer service corporate manager. This is unacceptable!!

Sincerely,

*** ********
Business Response
Date: 01/22/2025
RE: Better Business Bureau Case 22803714

Dear ***,

Thank you for your reply. We hope you know that it is never our intention to frustrate customers with our policies. While we certainly stand behind the quality of our merchandise, we also require that the merchandise be evaluated by one of our store managers and found to be defective prior to either exchanging or providing a refund for the merchandise. If it was a manager who refused your return, or you are not satisfied with the outcome of the evaluation, we recommend letting another manager evaluate it for a second opinion. You may contact the original store, or another Banana Republic 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. When you visit the store, the store manager can contact us at the phone number below, Monday through Saturday, with your case number, ********, and we'll be happy to help with any questions on 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. Please reference case number ******** for a seamless experience.

Sincerely,

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

cc: The **********************
Customer Answer
Date: 01/23/2025

Complaint: 22803714

I am rejecting this response because:
this manager wouldnt even allow me to bring the Dress to be inspected or for another manager to help me, I want a refund and a label to give back this dress this is not ok and Im going through all these hoops to get my money back for an item that is not functional that your company sold defective, I will no longer shop at banana republic. I WANT MY REFUND, the store managers refuse to help Im not sure who else I have to talk to so I can get my money back.

Sincerely,

*** ********
Business Response
Date: 02/13/2025
RE: Better Business Bureau Case 22803714

Dear ***,

Thank you for your reply. We have escalated this issue to district leadership responsible for this location. They will follow up with you directly at the number ************** within 5 business days. We appreciate your time and understanding.

Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.

Sincerely,

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

cc: The **********************
Customer Answer
Date: 02/13/2025

Complaint: 22803714

I am rejecting this response because:

this issue keeps on being escalated and no one is willing to help I WANT A REFUND this is a horrible company its been 2 months and customer service is horrible!!!

Sincerely,

*** ********
Business Response
Date: 02/20/2025
RE: Better Business Bureau Case 22803714

Dear ***,

Thank you for your reply. We're truly sorry that this has been going on for two months and it's never our intention for these experiences to happen in our stores. We have addressed these concerns with leadership and district leadership so we can continue to improve in areas needed. We have reviewed your account and see that a refund was issued on 2/15 in the amount of $159.99. Please allow up to 10 business days for the refund to be posted to your account. To thank you for your feedback we have also added ***** reward points ($20.00) to your loyalty account. We appreciate you giving us the opportunity to assist in resolving this matter.

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: 02/20/2025
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:01/11/2025
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 gift card for Christmas for $100. I placed an order on my ******** app which resulted into me using my whole gift card. It told me that my order would be delivered January 7. January 7 came around and I got an email telling me my package was delivered. When I got home I opened my package to realize it was only half of my items I ordered. After waiting a day I went online and filled out the claim for my missing items and then received an email saying wouldnt be refunded for my missing items. The next day (January 10) I contact customer service about the issue. The first ****** I talk to emails me another claim to fill out. I ended up not being able to fill another claim out because I was already denied. So I call customer service back again about my issue with my order. I explain my issue and I end up getting out on hold 2 different times. I can barely understand the guy talking to me. I inform him I used a gift card for my missing items and he puts me on hold while he contacts the gift card department. He came back and his words to me were Im sorry but the final decision was made and you wont be receiving a refund for your order. So I asked him so I will not be getting a refund or anything for my missing items? And he proceeded to tell me that is correct. I know I used a gift card for my purchase but that it still money. Those are still items I purchased. To only receive half of my items I paid for and then be told I will not be getting the rest of my items that I paid for is VERY upsetting.
Business Response
Date: 01/17/2025
RE: Better Business Bureau Case 22799939

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 1KTLT3W. 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 gift card purchase with the servicer of the account used for that purchase. 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
Initial Complaint
Date:01/11/2025
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 9 items from the app on my phone, received 7/9 items. Have numerously tried to tell customer service that I need the missing 2 items from my order. I was told "their system does not allow missing item reshipments. That I would have to pay another $20 for these 2 items but that I could get FREE SHIPPING." As a customer living in the world of 2024/2025, nobody has an extra set of funds to REPURCHASE what they have already paid for. This is outrageous and extremely ridiculous.
Business Response
Date: 01/14/2025
RE: Better Business Bureau Case 22798100

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 1L163JG. 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: 01/14/2025

Complaint: 22798100

I am rejecting this response because: I have never had such a bad experience with a company and it's customer service. I did not receive all my items and was rejected a refund. I don't want a refund. I want the missing 2 items that I paid for, once already. I will be going through a dispute with my bank.

Sincerely,

******* *****
Business Response
Date: 01/15/2025
RE: Better Business Bureau Case 22798100

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 **********************

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