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.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date: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 **********************
Initial Complaint
Date:01/08/2025
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.
Did not receive the High-Waisted Fleece-Lined Leggings 2-Pack I was charged for. Contacted customer service for a refund/replacement and was denied. I am due a credit for this 2 pack. I was charged $17.20+tax for this 2 pack. Package was delivered upside down as one of the bottom flaps on the cardboard box was mostly open.
Business Response
Date: 01/14/2025
RE: Better Business Bureau Case 22785210

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 your items from order 1KMLDHR. 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
Customer Answer
Date: 01/14/2025

Complaint: 22785210

I am rejecting this response because:
Claim was already filed and denied through ******** customer service. No reason was given for the denial. I am owed a refund for the missing 2 pack item.

Sincerely,

******** ********
Business Response
Date: 01/15/2025
RE: Better Business Bureau Case 22785210

Dear ********,

Thank you for your reply. We recognize that this process may not be ideal for all customers, and we will also make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we appreciate your help and understanding in this. We truly do need to have you file a dispute with your bank for any items you did not receive.

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

Sincerely,

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

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

Complaint: 22785210

I am rejecting this response because:
Old Navy refuses to credit me for the 2 pack I did not receive. It is not my banks responsibility to credit me for items not received by ********. If ******** truly valued their customers, they would make sure those customers received all items those customers paid for. My bank is not responsible for Old Navys mistakes. Forcing me to go through my bank for the credit I am due seems like a scam to get away with overcharging customers.

Sincerely,

******** ********
Initial Complaint
Date:01/08/2025
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 purchased several items during the Black Friday sale. The items were shipped via ***, but the delivery driver left the package in front of my apartment complex door in an unsecured, open area. Unfortunately, the package was stolen. I filed a police report and reached out to ******** to request a refund for the items I never received. However, ******** has refused to issue a refund, citing that the package shows as delivered, despite the fact that I was the victim of theft. I am simply requesting a refund for the purchase that I never received. Photos showing where the package was left have been uploaded, and proof of the police report, along with documentation of the package being stolen, is also on file Order #1KXJB26
Business Response
Date: 01/10/2025
RE: Better Business Bureau Case 22783349

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 1KXJB26. 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: 01/10/2025

Complaint: 22783349

I am rejecting this response because: Immediately after the incident occurred, I contacted ******** to report the issue. I was advised to wait three days to file a report, which I did. Unfortunately, my report was denied because it was claimed that my package, containing pancakes, was delivered. While it is true that the package was delivered, it was stolen before I had the chance to retrieve it.

I have also reached out to *** to file a claim, as their negligence contributed to the package's theft. However, I was informed that ******** has absolves *** of any responsibility in this matter. Additionally, I contacted my credit card company to initiate an investigation, but the claim was denied based on the assertion that the package was delivered.

I understand that the package made it to my address, but the question remains: who is responsible for the theft? The package was left in an exposed area with high foot traffic, which is not a safe location for delivery.

All I am requesting is a refund. Is it really so difficult to process a refund after I have provided evidence that I did not receive my items?

Thank you for your attention to this matter. I look forward to your prompt response.

Sincerely,
******* ******
Business Response
Date: 01/14/2025
RE: Better Business Bureau Case 22783349

Dear *******,

Thank you for your reply. We recognize that this process may not be ideal for all customers, and we will also make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we appreciate your help and understanding in this. To complete a more thorough investigation and help ensure our carriers are held accountable for failed deliveries, we truly do need to have you file a dispute with your bank for any items you did not receive.

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

Sincerely,

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

cc: The **********************
Initial Complaint
Date:01/08/2025
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.
December 13 of 2024 I made a transaction for kids clothing items and total purchase was $237.62. I had to return the items because they were damaged in transit. I created the return 12/25/24, and GAP after calling them multiple times complain that they have not received the return even tho I went to *** and dropped off the package to the carrier. It has gone missing and now no one wants to issue me a refund. First they wouldnt replace the package and now when I sent their entire order back, they dont want to refund me. I am extremely disappointed because I have been buying ******** and GAP items but now I feel I wont anymore. **************** is no help when contacted via phone!!
Business Response
Date: 01/10/2025
RE: Better Business Bureau Case 22782751

Dear Sundus,

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 not received a refund for your return. We have reviewed tracking details for the return label with tracking number 1z617v7f9022463764 and have no record of the package being dropped off or scanned it. Since the return has no scan activity, we're unable to issue a refund and recommend contacting your bank to dispute the charge. We appreciate your 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: 01/11/2025

Complaint: 22782751

I am rejecting this response because:
items were dropped off in good faith and the process was followed on your app/website and return was initiated in the last week of December. If *** has some fault that is not my fault as the sender.

Sincerely,

****** *****
Business Response
Date: 01/14/2025
RE: Better Business Bureau Case 22782751

Dear Sundus,

Thank you for your response. We recognize that this process may not be ideal for all customers, and we will also make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we appreciate your help and understanding in this. We truly do need to have you file a dispute with your bank.

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:01/07/2025
Type:Order 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.
Final sale item misrepresented in photos and quality description. Based on the misrepresentation I asked to be provided store credit and they refused.
Business Response
Date: 01/08/2025
RE: Better Business Bureau Case 22780480

Dear *********,

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 you're unsatisfied with your Final Sale item purchased. Final sale items truly are unable to be returned. If you feel for any reason there is an issue with quality, we recommend taking into your local store for a defective merchandise evaluation. If you do not have a store near you, please call us at the number below and we'll be happy to send you a prepaid return label to mail the item back for a defective merchandise evaluation. If deemed defective, well be happy to refund the item.

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 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: 01/08/2025
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:01/06/2025
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 an online order and then realized it was a no return or exchange item I called to cancel and was told item had shipped? It was 2 hours after order was placed? On a Sunday!15 hours later I received an email saying it has shipped? It has a tracking number but says awaiting carrier pick up?My last order with this company stated the same thing and order placed 12/28 and today 1/6 I still dont have it??This company needs to do a better job of consumer information on their order/shipping process!I was given false information by all 3 reps, by phone, item has not shipped!Please help me cancel this order or get an email stating the product CAN be returned!
Business Response
Date: 01/11/2025
RE: Better Business Bureau Case 22772671

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 your order was unable to be canceled. While we typically do not allow Final Sale items to be returned, we're happy to make an exception to return the item. Please know that we will not be able to extend this offer again in the future. We have emailed you a return shipping label for you to print out to this order back and have notated your account so the returns department accepts the return. Please allow up to 15 business days from the date you mail back the return for it to be processed and refunded. We appreciate you reaching out and giving us the opportunity to help you with your return!

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 Better Business Bureau
Customer Answer
Date: 01/11/2025
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:01/04/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
12/29/2024 I placed an online order at ************************************************ , using a $50.00 Gap gift card from ******. I received this as a gift.Order was canceled, stated possible fraudulent transaction. **************** called. Struggled with language barriers. The agent was able to repeat words, unable to transfer by call to research . Managed to comment sorry for inconvenience .A gift card was issued as a refund of $47.66. The remainder of the original $50 gift card from ****** was intact.01/03/2025 - Placed another order with same website. This time using the gift card issued by GAP. The remainder of the Gap via ****** gift card and $.84 from a debit card .Order cancelled by GAP, again stating Fraudulent ***************** Help line closed. Chat with ******************** unable to assist. Again language barrier seemed a portion of the issue as I would place information in chat to have long lags and then agent was requesting same information. Gift card issued for $50.00 by GAP Charge for $.84 remains on my debit card. No items received.01/04/2025- Order placed. Status states awaiting cancellation In fact, I attempted to purchase from *********** on 12/04 and again on 12/06, using a **** gift card. The help line had told me then it was an issue with hackers and gift cards etc. I reported the gift card to *** under the impression the call agent was correct . In fact it is the GAP corporation. Looking online I see multiple peoples complaints of similar issues. I have missed holiday gift opportunities. I want the order placed securely and non refunded money returned.
Customer Answer
Date: 01/07/2025
Case #******** has finally been resolved. I called the Gap research line and was grateful to receive a very helpful and fluent English speaker. He stayed with me until the issue was resolved.
GAP really needs to employ truly fluent speakers for the region that they are having customers calling for assistance. They should consider a better solution than phone gambling for an employee interested in customer support.

My thanks to BBB, as I know the agency will always resolve an issue.

Kind regards,
Initial Complaint
Date:01/04/2025
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 an order from the GAP which I received on November 13th. That same day after I had deemed that all the items in that order didnt fit, I initiated a return and packed up the clothing to be mailed back to the warehouse. I received an email from GAP customer service on December 31 that three of the items I returned were deemed worn/not new. They advised that they would send the items back to me and that I would not be receiving a refund.I was absolutely appalled when I received the three items in the mail today from the GAP warehouse. Upon opening the package, I immediately notice that all three items did NOT have the original tags on them as I had sent them. The GAP warehouse had FRAUDULENTLY removed the tags from the brand new clothing I sent back. In addition, there are blond hairs in one of the dresses (I am not blond). I am absolutely disgusted by this whole incident and after many years of shopping at the GAP, no longer wish to shop there anymore. I have found a few other instances online of people having been denied refunds after GAP fraudulently REMOVES tags off of brand new clothing! After years of shopping at the GAP or any other retailer for that matter, Ive NEVER encountered anything like this.BBB needs to investigate this matter as it surpasses bad customer service or slight inconveniences.
Business Response
Date: 01/07/2025
RE: Better Business Bureau Case 22768181

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 with us and we regret hearing of your dissatisfaction with the processing of your recent return. While we regret that we are unable to override the decision made on your return request through this platform, we will be sure that your feedback is shared with the appropriate leadership teams. With our extended holiday return policy, please know that you may visit a local store location with your shipping confirmation email through January 15th for a second opinion on your return request.

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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