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

1,173 total complaints in the last 3 years.
443 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date: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.
On 16 October 2024, my child used his saved allowance to purchase some items from ******** online in the amount of $74.96 (order 1JPG07T). The items never arrived. On the ******** website, the record showed that the package had been lost in transit and had not been delivered. I have called customer service multiple times (15 November, 8 December, 15 December). Each time the agent acknowledged that the package did not arrive and claimed to have initiated a refund. But the refund never comes through. We have also filled out the online claim form. Nothing works. At this stage ******** is STEALING FROM A CHILD. It is totally unacceptable. I demand that the money be refunded but furthermore want others to be aware that this seems to be a pattern with ********/Gap Inc and that something should be done about this. Thank you.
Business Response
Date: 01/04/2025
RE: Better Business Bureau Case 22767255

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 that order 1JPG07T was not received. We can confirm the order was refunded in full on December 15th and that $74.96 refund would post to the MasterCard used for the purchase, ending in 6889, within 7-10 business days of that refund date, though the actual timeframe is determined by the servicer of the 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 **********************
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.
I returned an item from order 1KXMY5M 3 weeks ago by mail using the provided label. The item was received by Athleta weeks ago, however no refund has been processed.This has been happening much more frequently - no refund is processed for a return unless I contact Athleta multiple times
Business Response
Date: 01/08/2025
RE: Better Business Bureau Case 22766722

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 the processing time encountered with your recent returns. We can share that return packages are typically processed within 15 business days of the date of mailing and we apologize if this has not been your recent experience. We do see the Momentum Seamless Tee from order 1KXMY5M was refunded on January 7th and that $33.46 refund will post to your **************** card ending in 6013 within 7-10 business days of that date, though the actual timeframe is determined by the servicer of the 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: 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:01/03/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/3/2025 at 12:22pm I took 3 items I received for Christmas to my local ******** store-***** to return along with my gift receipt. After giving the employee the items along with the gift receipt and telling her I needed to return some gifts she told me the total would be refunded to my **** card. I told her I did not want them refunded to the **** card because I did not purchase them, they were gifts hence the gift receipt. She apologized and told me she had already processed the return to the purchasers **** card. They then called a manager over to try and reverse the transaction, but she said she was unable to do so. The store Manager's suggestion was for me to call customer service. I called customer service the same date at ****** and was initially told by the customer service agent he could not assist me because this was in regard to an in-store purchase, and he would have to transfer me to a different department. After a brief hold the customer service agent came back and said that he had spoken with a different department and the only solution they could offer me was to have the original purchaser call customer service with their **** card information and place a duplicate order which they offered to ship for free. This is not a satisfactory solution to an error that was ultimately the fault of ******** as it puts the burden on the gift receiver and the purchaser whom in this case is older in age and not apt to provide credit card information via phone. Frankly I would expect such a large corporation to have better processes in place to avoid these situations and would certainly expect a more customer service driven solution when the situation does arise.
Business Response
Date: 01/04/2025
RE: Better Business Bureau Case 22763755

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 the store cashier issued the refund to the original payment method and not a gift card. Please know that we have requested a gift card in the amount of $51.82 to be emailed directly to the email address provided and it will arrive within 3-5 business days. We have also documented your experience to share with district leadership responsible for this location. We truly appreciate the opportunity to make this right.

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: 01/07/2025
Better Business Bureau:

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

Sincerely,

******** *******
Initial Complaint
Date:01/02/2025
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.
Id like to file a formal complaint. I have made 8 orders over the past few months using my points/store credit card and every order gets cancelled automatically by the store (not the credit card). I feel that the company is purposely attempting to withhold the points that I have earned so that they go unredeemed.
Business Response
Date: 01/08/2025
RE: Better Business Bureau Case 22760822

Dear *****,

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

Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear about your canceled orders. We're unable to assist with canceled order through this platform as you will need to speak with our research team so they can investigate this issue. Please call us at ************** and ask to speak with our research team, they are available to contact from 8:30 am - 9pm (ET) Monday- Friday and 10am - 6pm (ET) Saturday & Sunday. They would have more information to provide to you in regard to why they are being canceled and they will be able to better assist you.

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: 01/08/2025

Complaint: 22760822

I am rejecting this response because:
I have been working with Research for months with no resolution, which is why I have filed this complaint. I have requested to escalate the issue and have been told there is no way to do that.

Sincerely,

***** *****
Business Response
Date: 01/14/2025
RE: Better Business Bureau Case 22760822

Dear *****,

Thank you for your reply. We're so sorry that we're unable to assist with this issue as our Research team is the only department able to resolve this issue. We show that as of 1/11, the issue has been resolved and you should be able to place orders. Please that 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 1-800-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:01/02/2025
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.
Order placed online with ******** on 11/29/24. Item returned due to damage. A pair of High Waisted Wide Leg Leggings by *** Tracking #1ZY275X79086662854 and delivered to *********************** on 12/16/24 at 12:23 PM the item was shipped on 12/10/24. The amount was ***** and paid with AFTERPAY. ******** Customer service acknowledges receipt of return, and have told me several times a credit is to be issued. As of 12/28/24 no credit has been issued.
Business Response
Date: 01/04/2025
RE: Better Business Bureau Case 22739978

Dear Yssa,

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

Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that you have not received the refund for your return. Please know returns by mail can take up to 15 business days from the date they are mailed back to be received and processed. We show that the refund was issued on 1/2/25 in the amount of $11.49. Please allow up to 10 business days for this to post back to your original payment method. 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: 01/05/2025

Complaint: 22739978

I am rejecting this response because: your business is essentially demanding a customer wait up to one month from the time they returned the item to you before they are able to receive a credit or refund. This is poor, and unacceptable for a business if your size to treat customers this way. You do realize you don't offer the means to exchange an item for equal value without having to pay again and wait 25 to 30 business days for a credit or refund for the original item.
Again you are too large and lucrative of a company to not make an effort to process mail in returns or exchanges much more efficiently. I received no response from the email I sent in. For you to respond you are disappointed is truly laughable. It's disappointing you don't care enough about your customers that they have to go to the ********************** for an ***** cent credit for merchandise returned to you and have to wait now an additional 10 days you claim for it to actually be credited.
Get used to it or fix your slow mail in return processing. We're not wealthy oligarchs out here shopping at ******** for fun, so yes we need our money back in a timely manner and not at the whim of the could care less company. Fix it.

Sincerely,

**** ******
Business Response
Date: 01/08/2025
RE: Better Business Bureau Case 22739978

Dear Yssa,

Thank you for your reply. It's never our intention to cause frustration while shopping with us, and we will absolutely make sure your feedback regarding this process is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we really appreciate your help in this way as well as your time and understanding!

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

Sincerely,

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

cc: The **********************
Initial Complaint
Date:01/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an order from ******** and it was never delivered. I contacted the business to get a refund or my purchase and they sent me an email stating that they would not provide a refund or my purchase. I would like a refund.
Business Response
Date: 01/02/2025
RE: Better Business Bureau Case 22754291

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 1KPNVHH. 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:12/28/2024
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 had a ******** advertisement today for a promotion and product. I tried to purchase within a couple minutes. Promotions werent working. I contacted customer service chat and was told that it expired days ago and there was nothing they could do. I contacted customer service over the phone. They said there was nothing they could do. Talked to a manager who proceeded to try and gaslit me and say it was a fraudulent 3rd party advertising this and not Gap, which is false and can be clearly seen by the photos that its from the ******** verified Gap company account. Instead of offering to do the right thing and just give me the same discount I was advertised. They wasted my time, gaslit me, and ****** off a customer. Ive actually experienced *********************** false advertising before and Im beginning to think its not on accident and a bait and switch. Its disappointing and fraudulent. This was easily fixable but its apparent Gap doesnt care about whats right.
Business Response
Date: 01/04/2025
RE: Better Business Bureau Case 22741561

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 were unable to get the deal you saw on a ******** ad. While we don't manage the sponsored ads on ********, we're always happy to review available options. We see that you spoke with us on Faceook and we offered to match the price in the screenshot provided. We're still happy to honor that if you decide to place an order for 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 1-800-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:12/28/2024
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.
Order not received.
Business Response
Date: 12/28/2024
RE: Better Business Bureau Case ********

Dear *****,

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

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 1KRVN42. 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:12/27/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a gift card early December as a Christmas gift to my mom. Its past Christmas and I still never got the gift card. The tracking has said its stuck in **** for almost a solid month, it wont update. Ive called, did the chat thing and ******** refuses to make it right. I either want my gift card I purchased or I want a full refund. ******** are scammers.
Business Response
Date: 12/28/2024
RE: Better Business Bureau Case 22738883

Dear ******,

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

Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear you have not received your order. We show that you were advised on 12/23 to complete a missing order claim, but we do not see one submitted. We have emailed you new claim instructions to report the order missing for our claim department to review, Please allow up to 24 hours for the email to arrive. Just follow the directions in the email and allow 2-3 business days to hear back about the missing 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 ************** ***************). 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: 12/29/2024

Complaint: 22738883

I am rejecting this response because:
They keep giving me the run around. I got an error message when I tried to file the complaint because I guess they dont guarantee arrival of gift cards! Never again will I ever buy anything from this pathetic company. All I want is my $25 back and youll never be bothered with me again is that so much to ask for a multi million dollar company? Im a poor person working paycheck to paycheck. Surely to god yall can give me a refund for my item that Im never receiving!
Sincerely,

****** *******
Business Response
Date: 01/08/2025
RE: Better Business Bureau Case 22738883

Dear ******,

Thank you for your reply! We have reviewed your account and see that a chargeback was filed with your bank. This chargeback was accepted on 12/31/24 and your bank will be issuing the refund to you. If you have any further questions, please partner directly with your bank about the chargeback.

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: 01/09/2025
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:12/26/2024
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.
Im reaching out regarding my $370.62 order (Order #1KQGLN1), which was delivered to the incorrect address. My order was split into five different shipmentsthree were delivered last Wednesday and the remaining two last Friday.I previously contacted customer service and was sent a form to complete for a refund. I was refunded for half of the items from the Wednesday delivery, but after contacting back today (following the 3-day window post-delivery), I received an email stating the remaining items would not be refunded.The proof of delivery photos provided by *** clearly show discrepancies:1.Each photo is from a different location.2.The packaging in the photos is not Old Navy/GAPs distinctive blue packaging but instead generic packaging.3.For the Wednesday delivery, the photo shows a single, tiny package supposedly containing 13 items, which is physically impossible. If there were three separate shipments with three different tracking numbers, the proof of delivery should show three separate packages with three different photos.4.For the Friday delivery, the proof of delivery also shows only one package, when there should be two photos for two different tracking numbers.These discrepancies clearly demonstrate that my order was not delivered correctly. I kindly ask that you escalate this matter and refund the remaining items. Thank you for your assistance.
Business Response
Date: 12/28/2024
RE: Better Business Bureau Case 22734014

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 Gap, and we're sorry to hear that you never received all of your items from order 1KQGLN1. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. If your claim was denied, we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.

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

Sincerely,

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

cc: The **********************
Customer Answer
Date: 12/29/2024

Complaint: 22734014

I am rejecting this response because:Thank you for your response. However, the entire reason I contacted through the Better Business Bureau is because my claim was denied despite providing substantial evidence that the packages were misdelivered and that the proof of delivery photos from *** do not align with the contents of my order.

Your suggestion to contact Customer Support again is unhelpful, as I have already gone through the proper channels without resolution. If your company is unwilling to take accountability and provide a refund for the undelivered items, I will pursue legal action.

This includes filing a claim for breach of contract, as ******** failed to fulfill its obligation to deliver my order, and for misrepresentation under consumer protection laws. I will also seek to recover the full amount owed to me, as well as any additional costs incurred in addressing this issue.

I strongly urge you to reassess this matter and provide a resolution promptly to avoid further escalation.

Sincerely,

******* W
Business Response
Date: 01/08/2025
RE: Better Business Bureau Case 22734014

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

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Gap, Inc. is NOT a BBB Accredited Business.