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

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  Gap, Inc.

  140 Towne Center Cir Sanford, FL 32771-7408

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  Gap, Inc.

  620 Coronado Center NE Albuquerque, NM 87110

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  Gap Inc.

  424 Outlet Center Dr # 426 Queenstown, MD 21658-1610

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  Gap, Inc.

  648-3147 Douglas St Victoria, BC V8Z 6E3

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:05/31/2025

  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 this order for one pair of *** flip-flop sandals sz 9 online with Gap using my rewards money as they sent me an email telling me I had rewards available to spend. Now they are taking weeks to get them to me, and keep pushing the delivery dates out every time I have had to contact them when they don't show up! I cannot just sit here for weeks on end waiting for *** to deliver them!!! I have a copy of the emails with the agent, uploaded below. ****** **** **************************- 1MVFGYC ************************************** 7:12 PM

  Business Response

  Date: 06/05/2025

  RE: Better Business Bureau Case 23402899
   
   
  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 sorry to have caused any disappointment with the delay in the delivery of your order, 1MVFGYC. We are glad to see the package was delivered on June 2nd and that a shipping fee was not charged on the order. We will be sure that your feedback is shared with our leadership teams, and we've added 500 points to your reward account with us to thank you for taking the time to share these details. 
   
  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: 06/06/2025

  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:05/29/2025

  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 ordered a top and pair of shorts from Athleta on 5/21 with the order number 1MV412H. The items shipped separately, with the top shipping on 5/22. The last update I got was it departed on 5/23, and there have been no updates since. It is safe to say that the package is lost. I have contacted ******* customer service multiple times, and they keep assuring me it will show up. They sent me a link to file for a missing item, but the link wont even let me file it because *** keeps pushing my delivery date back even though the item has not been seen in 7 days. All I want is to receive the item at the price I got it for on sale. The customer service is disappointing as they will not send me a new item. They assured me the link would be able to fill out one day past delivery, but this is impossible since my delivery date has been moved over 4 times and keeps getting pushed back with no updates. I am hesitant to order from here in the future because of this lack of customer service support.

  Business Response

  Date: 06/04/2025

  RE: Better Business Bureau Case 23395401
   
   
  Dear Chloe,
   
  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 truly sorry this was not your experience with order 1MV412H. We are glad to see that the missing Transcend Square Neck Crops Sports Bra was refunded on May 31st and that $36.13 refund will post to the method of payment used for the order within 7-10 business days of that refund date. If you'd like to reorder the top with standard shipping selected at checkout and then give us a call or chat with us through our customer service page with the original and new order number along with the email address provided at checkout, we'll be happy to remove the shipping fee and adjust the pricing to make sure you get the same great pricing.  
   
  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: 06/04/2025

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

• Initial Complaint

  Date:05/29/2025

  Type:Billing 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 went to a physical Athlete store and they didn't have the size I needed to try on a jacket. I therefore needed to order it online. Once received, it didn't fit so I needed to return it. Via chat customer service (screenshots included), I was told the $5.00 shipping fee would be refunded (given item not available in store), and this never came through. Additionally, the refund for the jacket was put onto a gift card by company in error. An email was sent notifying me of this, and it was requested that I correct this via a chat (not sure why company couldn't correct the error without me needing to go through a chat process, but I did appreciate the notification). The amount refunded didn't include the shipping fee, and via chat and phone call with customer service, I was told this now couldn't be refunded due to a system block that occurs once a refund for an item goes through. So basically ordering one item required multiple steps and conversations, and company couldn't explain why original shipping fee refund wasn't submitted when I was told it was, as this would have been well before the refund for the item. I was offered a $10 off another purchase, but am not encouraged to make another purchase after this.

  Business Response

  Date: 06/06/2025

  RE: Better Business Bureau Case 23386723
   
   
  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 dissatisfaction with our inability to remove the shipping fee from order 1M56HXK after you returned the item. Please note, our Order in Store option does provide free shipping to customers and we recommend ordering while still within the store in the future. If needed, our associates will be happy to help. While we are unable to issue a refund for the $5 shipping fee, we're happy to see that you were provided with a $10 promotional code for use on a future order with us and we have also added ***** points ($10) to your reward account with us to thank you for your feedback. 
   
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23386723
  
  I am rejecting this response because: the company did not address the fact that I have screenshots of Athleta customer service chat promising a refund on shipping, and a system issue on their end per the agent on my subsequent phone call with customer service prevented the refund. Providing a customer a reward only if they purchase more doesnt solve the issue.

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

  Business Response

  Date: 06/11/2025

  RE: Better Business Bureau Case 23386723
  
  
  Dear ********,
  
  Thank you for your reply. Please know that we do not refund shipping charges for items that are returned. While we're so sorry that you were told by chat that a refund can be issued, our system limitations are not allowing us to credit it back. We have previously added the ****** points to your account; however, we will be unable to offer any additional refunds or discounts. 
   
  Although we know this isn't the resolution you were hoping for, we hope you understand. We always want to hear from our customers and how our policies impact them. Please be assured, we have shared your feedback 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: 06/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and appreciate the company apology. I am pleased to hear that my customer experience will be noted and brought forward: 

  In summary: time required by customer to initiate a customer service chat to correct a company error involving accidental refund onto a gift card (rather than credit card), and promise of a shipping refund with time spent uploading screenshots to customer service chat to prove I was being honest re: what had been promised, only to be later told it couldn't be done due to a 'system block'. This latter aspect wasn't so much about the amount of the refund, but disappointment in the process and wasted time for the customer.  

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

• Initial Complaint

  Date:05/29/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed two orders with this company. The first was with ********* The second was with Banana Republic. I have not received either order and am getting the run around with customer service about when or if the orders will be delivered. The ******** order is marked as delivered but it has not been delivered to me. The representative said that it could take 3 days for the order to show up after it's marked delivered. That's not appropriate for a business to do that. How are we as customers to know if it will get delivered or it has been lost? They also told me I have to wait until IT'S NOT DELIVERED to file a dispute. This would not be a thing if they didn't mark it delivered until it is actually delivered. This is very aggravating. I searched to see if anyone else was having the same issues with Gap deliveries and there is a whole thread of people with the same issues. My second order with Banana Republic doesn't even show a delivery date. It says it was out for delivery three separate times and there was a problem with the adress. It's the same address as every other Gap delivery I have made over the years. The latest for tracking on this order says that there was an exception for weather on Tuesday AND Wednesday. I received packages from **** and ****** on Wednesday May 29th. The weather was not bad. There are 0 updates on my orders. I am beyond frustrated. I will not order for shipping in the future. I will only buy from the local ******** store or order from a company that has better logistics.

  Business Response

  Date: 06/03/2025

  RE: Better Business Bureau Case 23391968
  
  
  Dear Bernidetta,
  
  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 have two missing orders. We see that a refund has been issued for order 1MV1BRB in the amount of $67.38 on 5/29/25. Please allow up to 10 business days for the refund to be posted to your account. To speak to someone about your other missing package we ask that you call us directly so we can submit a missing package claim. We appreciate your time and understanding! 
  
  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 **********************

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23391968
  
  I am rejecting this response because:

  I have called 1800 GAP STYLE everyday since the Banana items haven't been delivered.  They tell me to keep waiting.  That's what prompted this complaint. I want the items I ordered. I did not want a refund of either order,  that was the decision they made. 

  I then had to try to find the items in store.  I got lucky and found two of the ******** items.  They did not have the stripe tie dress in store and it's not on sale online anymore.  That's not fair. 

  I would like the two Banana items shipped to me and the stripe dress shipped to me for the sale price.

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

  Business Response

  Date: 06/10/2025

  
  
  RE: Better Business Bureau Case 23391968
  
  
  Dear Bernidetta,
  
  Thank you for your reply. We have reviewed your account and show a refund of -$42.13 was issued for the Banana Republic items from order 1MVH201. Please allow up to 10 business days for the refund to be posted to your account. If you would like to reorder the items, we'd be happy to match the promotional price paid minus rewards and waive the standard shipping fee. Just call us at the number below for help placing the order. We appreciate 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 **********************

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23391968
  
  I am rejecting this response because: 

  This is a continuous issue.  I just placed three more orders and two of them.... same issue. The Gap order is showing that it was not sent my the warehouse. The ******** order is showing they don't have my address... the same address they delivered one of the items from the same order. I don't know if you have Googled issues with shipping but you're starting to lose business from these issues.  I know I'm a single person but I have family and friends that also have family and friends. I've never had these issues with Gap **** before. 

  And,  I'm selecting 2 to 3 days shipping but CS is saying I selected 7 days. Why would I do that? I make sure to always select 2 to 3. This is causing me not to be able to file a claim for the orders that haven't been delivered and not be able to reorder them bc they are sold out. I don't want to order again before the first order is situated bc there are people claiming to not get the first order or the reorder. 

  I would just like to get the orders I paid for. 

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

• Initial Complaint

  Date:05/29/2025

  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.

  An order was placed at ******** online order number 1M20TN0 on April 27, 2025 and charged to my ******** Credit card that is held by ******** financial. There were 9 items in this order and was "delivered" by *** using tracking number 1ZF103Y8YW50888020. This order was received HOWEVER (1) item was missing from the order which was the "linen blend button down crop shirt in color white lilies x-small for $*****)I called cust service to tell them it was missing a claim was filed #**GXM5TMTZ1V. I rec an email after this saying there was no refund to be given to me for this. I then was told I needed to contact ******** and file a fraud claim on the credit card all of which made no sense since there was no fraud and I actually purchased the item. I did this anyway and ******** came back and confirmed they have nothing to do with ******** warehouse not putting my shirt in the package but all the items were rec and this is not remotely a credit issue. I called back to cust serv and spoke with a supervisor and explained this whole thing again and I was told there was nothing they could do for me. I want a refund for this shirt that I NEVER RECEIVED. This is not a credit card company issue this is someone in ******** fulfillment not putting the item in the order to be shipped. Someone who didn't fill the order properly. There is no fraud not missing package its simply 1 item missing from an order with 9 items and the other were received to my home as expected minus this shirt. I expect a refund as would any customer I am not giving ******** ***** for no reason because I didn't get my item. I paid for this and its been fully charged to my credit card in the order total which was ******. This has gone on too long and I have spent too much time trying to get whats rightfully mine

  Business Response

  Date: 06/04/2025

  RE: Better Business Bureau Case 23391574
   
   
  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 the Linen-Blend Button Down Crop Shirt was not received from order 1M20TN0. We do see that shirt was refunded on May 31st, along with two other items from the order, and that total refund of $51.38 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 **********************

• Initial Complaint

  Date:05/28/2025

  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 recently moved & ordered two items on the app and forgot to change my address to the new address so literally like three hours after ordering it I called gapand told them that I moved and forgot to change it on the app. And they said that it was too late and that they alreadyshipped it. So then they canceled the order re-ordered it shipped it to my new address and told me to call them three days later to file a claim I filed the claim four days later. I just received an email today saying that they will not refund my money. It was shipped to the wrong address and I never even received the item. This is wrong!

  Business Response

  Date: 06/03/2025

  RE: Better Business Bureau Case ********
  
  
  Dear Anamarija,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Gap, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from Gap, and we're sorry to hear that you never received your order due an incorrect address. 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 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:05/27/2025

  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.

  An order was to be delivered over a week again. Never was. Reached out to the customer service as tracking seem to ahow it was at the local *** fpr aome time. Was told to wait till the next day and if not delivered to again contact them and they would file a claim. Still no delivery made a week after and reached out twice to custtomer service and still told to wait. Altogether 3 attempts made to have thr comaony resolve the missing pavkage issue which to this day still shows as non delivered in the tracking and they are refusing. Either they overnight a replacemrnt or they must refund ****** i am hearing impaired so email updates only. Thanks

  Business Response

  Date: 05/31/2025

  RE: Better Business Bureau Case  23384628
  
  
  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 about your missing package. We have reviewed order 1M8S0L1 and we're glad to see that it was delivered on 5/28/25. If need further assistance please call us at the number below. 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 **********************
   

  Customer Answer

  Date: 05/31/2025

  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.  However, it remains a fact the package was to be delivered several days before and each day for almost a week listed as "out for delivery" only to show none at the end of day.   Despite repeated contacts to the company to inquire and resolve, it was denied.  In fact one time it was even claimed delivery attempt was made but that i wasnt there which was false and furthermore as i live in an apt building deliveries are amde to the mailroom.  Not to the door.  

  It seem they solely waited for susequent order before delivering both.
  
  Sincerely,
  
  ******* Ousmaal

• Initial Complaint

  Date:05/27/2025

  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 several items from ******** online. I received the package on 5/27/25 with 2 missing items. I immediately contacted ******** online and was denied the claim that the items were missing. I called ******** and they said they cant overturn the dispute denial and to file a dispute with my bank.

  Business Response

  Date: 05/31/2025

  RE: Better Business Bureau Case 23384452
  
  Dear ******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from ********, and we're sorry to hear that you never received all of your items from order 1MB061M. 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: 06/01/2025

   
  Complaint: 23384452
  
  I am rejecting this response because: customer service said the claim was automatically declined because of a software program. I am communicating with you that there needs to be an adjustment to this program as the claim should have been reviewed by a person not software. 
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 06/17/2025

  RE: Better Business Bureau Case 23384452
  
  Dear ******,
  
  Thank you for your reply. We recognize that this process may not be ideal for all customers, however in an effort to be fair and consistent to all customers, we are unable to change the outcome of the claim. We will make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we appreciate your help and understanding in this.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at ************** ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:05/27/2025

  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.

  On May ******* I placed an order with this company with delivery expected by Memorial Day Weekend for my vacation. May ******* the package never arrived. I had to go to my local ********** last minute for my vacation clothes. I returned home on the 27th and the package still hadnt arrived. I immediately contacted the company and the customer service representative had me complete a claim form around 3pm to resolve the matter. About 5pm I received an email stating they didnt have a resolution and would not refund. This needs to be resolved ASAP! How are you going to take my money and not deliver my goods.

  Business Response

  Date: 05/31/2025

  RE: Better Business Bureau Case 23384355
  
  
  Dear Taraja,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Gap Factory, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from Gap Factory, and we're sorry to hear that you never received your order 1M80VCB. 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 1-844-GFS-ONLINE ***************).  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:05/27/2025

  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.

  Package delivered to wrong address, I'm older and was purchasing clothes for grandchildren. Apparently the ******** website has a function that defaults to a delivery address. It defaulted to an address I haven't lived at for a almost a year. I find this default intersting because I have other packages delivered to my current address. Anyway when I saw the package had been delivered and I didn't receive it I called ******** CS, they told me to wait 72 hours an email was sent an to click on the link to explain what happened. I did and less then 24 hours later I received an email basiclly saying how sad too bad not our problem. All I was asking was for *** to pick up the pacakage and redeliver to the correct address. Both ******** and *** said it the package belonged to the other company as I reminded them NO the packages belong to me, I paid for them and they are mine. They both refuse to help in any way.

  Business Response

  Date: 05/30/2025

  RE: Better Business Bureau Case 23373681
  
  
  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 your order due to an incorrect address. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at ************** ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The Better Business Bureau