Complaints

This profile includes complaints for Gap, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gap, Inc.

  2 Folsom Street San Francisco, CA 94105

• 

  Gap, Inc.

  140 Towne Center Cir Sanford, FL 32771-7408

• 

  The Gap

  2100 Louisiana Blvd NE Albuquerque, NM 87110-5419

• 

  Gap, Inc.

  620 Coronado Center NE Albuquerque, NM 87110

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  Gap Inc.

  4350 Montgomery Rd Ellicott City, MD 21043-6099

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:12/24/2024

  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.

  On Thursday, 12/12/2024, I purchased 14 items from ******** and only received 8 out of the 14. All 8 were received separately. So, I called ******** about remaining 6 items that was supposed to be in the last shipment, that I did not receive. An ******** representative just told me to submit a claim, which I did, and the claim was denied. They did not offer any other solutions. The total amount for the 6 items is $41.17.

  Business Response

  Date: 12/27/2024

  RE: Better Business Bureau Case 22726358
  
  
  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 sorry to hear you had items missing from your order. We have reviewed your account and see that you spoke with an agent on 12/24/24 who was able to issue a refund for the missing items in the amount of $44.75. This amount will be posted to your account within 10 business days. We appreciate the opportunity to look into this for you. 
  
  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:12/23/2024

  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 bought a set of baby clothes from GAP's website, and after washing the clothes, I found there to be mold spreading throughout the clothes. This was extremely infuriating, as this could have been detrimental to my child's health if I had not caught this.

  Business Response

  Date: 12/27/2024

  RE: Better Business Bureau Case 22726207
  
  
  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 are concerned to hear about your experience with our product, and we would like to have someone address this matter with you personally. We would like to have a member of leadership call you within the next 48 business hours to do so.
  
  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:12/21/2024

  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 ordered three clothing items over 5 business days ago and paid two-day shipping for the company sends the order out by laser ship the worst slow delivery company loses packages all the time. I was told to wait for two days after it wasn't received so I did still waiting as my order hadn't been delivered yet and gap giving me a hard time about my refund. I ordered this online from gap still no response from laser ship customer service department either

  Business Response

  Date: 12/28/2024

  RE: Better Business Bureau Case 22717205 
  
  
  Dear *****,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Gap, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that you did not receive your package. We have reviewed your account and show that a refund was issued on 12/22/24 in the amount of $116.07. Please allow up to 10 business days for the refund to post back to your account. We appreciate the opportunity to look into this for 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 **********************
   
  
  

• Initial Complaint

  Date:12/20/2024

  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 am appalled by a recent delivery I received from the company Old Navy/Gap. I ordered 3 items online-order #1KR3T12 on 12/15/24.I received the sosoft mini sweater first. The package was a blue bag, inside there was a sweater with no tags on it and no plastic around it. The sweater has a large white stain on the lower left side, it was sticky-it stuck to the blue outer bag initially. I thought it was deodorant at first but it appears to be a bodily fluid. I was so disgusted I threw the item away. Why did I receive an item not wrapped with inner plastic and why were there no price tags? Was this item returned and shipped to me by mistake? The other two items from my order arrived two days later in similar blue packaging, however these items have tags on them, and they are individually sealed in plastic inside the shipping bag. I understand the holidays can be an extremely busy time but there is absolutely NO excuse for a soiled/used/returned item to be sent to a customer. There is no way the employee did not notice this when packing the item. I expect a refund for this shocking event.

  Business Response

  Date: 12/21/2024

  RE: Better Business Bureau Case 22714470
  
  
  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 are concerned to hear about your experience with our product, and we would like to have someone address this matter with you personally. We would like to have a member of leadership call you within the next 48 business hours to do so.
  
  If it is easier for you to call us, please contact us at 800-****NAVY ***************) and follow the prompts to share your store experience, as this will take you to our Customer Relations team who can assist.  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 11:00 am to 9:00 pm Eastern Time. Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   

  Customer Answer

  Date: 12/25/2024

  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:12/18/2024

  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.

  On 02/17/2024 I purchased a $200 gift card for my girlfriends birthday the day after.Everything was fine, she even uploaded it to her Apple Pay and kept the gift card in her make up drawer in our bathroom. Randomly about a month later ( Im not sure the exact date anymore but I know you guys can find out ), she got a notification that the gift cards balance was dropped to $0. So she asked me if I grabbed her card and used it. Obviously I didn't. So I immediately contacted the number on the back, Id say within 5 minutes of finding out, and all the representative can tell me was every single cent was used. All $200. They could not tell me how hot was used ( in store or online ), where it was used, or what it was used for. I don't know how my number got compromised or who took it but Im in *****, **. So anywhere else it has been used is fraudulent! I filed a police report as well. I filed a dispute with my debit card company who declined the dispute because you guys technically completed your service once I was handed the gift card with except. I just want answers. What happened? How ? Like ugh. And if possible, maybe even get a replacement. Lord please.

  Business Response

  Date: 12/28/2024

  RE: Better Business Bureau Case 22707248
  
  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. 
  
  Thank you for sending us a copy of the receipt per our request in the previous BBB case. We have partnered with leadership and have requested a new E-Gift Card be emailed to you directly at the email address provided to us through this BBB complaint, *************************** Please allow 3-5 business days for it to arrive by email. We appreciate the opportunity to help.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:12/18/2024

  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.

  Gap *** did not deliver part of an order placed online. When I inquired with the business they would not process a cancelation or refund for the item as it has exceeded 90 days. The item still shows as shipped and the company will not issue a refund

  Business Response

  Date: 12/21/2024

  RE: Better Business Bureau Case 22706205
   
   
  Dear *****,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Gap, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that you never received one of the packages from order 1XP2XYM that was shipped July 19th. Please know that we only have the ability to issue a refund within 90 days of the order being placed. After this time, you must dispute the charge with your credit card company so an investigation can be opened.
   
  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.
   
  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:12/18/2024

  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 ordered two sets of pajamas and only received one pair called customer service and they were of no assistance now I am one in competition because now I have to look for another Christmas gift. I expressed to them that I did not want to refund just the item replace and they told me I would have to wait three days when Christmas is six days away. They caused me a huge inconvenience. I want ****** for the inconvenience that they have caused me because now I have to try to find a ride to go and replace the item that is Missing

  Business Response

  Date: 12/21/2024

  RE: Better Business Bureau Case 22705809
   
   
  Dear *******,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Gap, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that you did not receive both items from order 1KQJC0L. We have reviewed the order and we're happy to see that the missing ****** ** Pants were refunded on December 18th. That $19.04 refund will post to the payment method used for the order within 7-10 business days, though the actual timeframe is determined by the servicer. 
  
  While system limitations prevent us from reshipping items, we're happy to help with the process to reorder the item. If you'd still like the item, we will match the promotional price paid and waive the standard shipping fee on a new order. Just call us at the number below so we can help place the order. We 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 **********************

• Initial Complaint

  Date:12/18/2024

  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.

  I am writing to formally dispute the denial of my missing package claim for order 1KP6R44 placed on December 11th. This order was intended as a Christmas gift, and its non-delivery has caused significant disappointment and inconvenience.Despite filing a claim, Gap has denied my request without providing any specific reason for the denial. This lack of transparency is unacceptable.Furthermore, I have reviewed the provided delivery photo, and it clearly does not depict my porch. This raises serious concerns about the accuracy of the delivery information.I kindly request an immediate investigation into this matter and a full refund for order 1KP6R44.

  Business Response

  Date: 12/20/2024

  RE: Better Business Bureau Case 22703375
  
  Dear ********,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Gap, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from Gap and we're sorry to hear that you never received all of your items from your recent order. 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:12/18/2024

  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.

  According to ********, my package was marked as delivered; however, *** left it in an unsecured, open area where it was stolen. I have filed a police report and contacted ******** to request a refund for the items I never received. Unfortunately, ******** has stated that since the package shows as delivered, they are unwilling to issue a refund, despite the fact that I was the victim in this situation. I am simply asking for a refund for the purchase I never received.

  Business Response

  Date: 12/20/2024

  RE: Better Business Bureau Case 22703261
  
  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 your order. 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:12/17/2024

  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 made a fairly small order for no more than a a 100$. I received the packages in the mail and while generally things are OK one of the dresses I bought for my niece as a Christmas present came with an alarm tag on it. That was not the biggest problem. When I reached out to the business, they basically disregarded the fact that I needed this for a Christmas present. They told me I could get a refund within six weeks or something along those lines. I dont know if it was a mistake or if I misread it, but I did ask and they then said that I could bring it to a local store and ask if they could remove the alarm, but there would be no guarantee. they said I needed a Mass ID among other things and I literally told them I have the email I mean receipt for what I bought. They did not seem to care very much and the employee said theyre sorry they have limited resources at their disposal. The way I think of it is what if I had said to them Im going to give you five dollars now and the other hundred dollars later, they would never go for that. So why is this type of behavior Acceptable? Why do we just have to accept what they offer and that is it? I asked them if they would be paying for my gas to drive to the local ******** and I believe the *** thought I was joking? I was not, I already paid for it to be delivered to me. id like my money back or a gift card so I can now buy a present for her or some type of resolution.

  Business Response

  Date: 12/21/2024

  RE: Better Business Bureau Case 22701655
  
  Dear *******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that an item arrived with a sensor attached and attempts to get the issue resolved were unsuccessful. While we typically do not issue a refund without receiving the item back, we have issued a refund in the amount of $9.99 for the Long-Sleeve Tie-Neck Velvet Swing Dress for girls that arrived with a sensor attached. If you would like to reorder the item, we're happy to match the price paid and waive the shipping fee. Just call us at the number below to place the order. 
  
  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: 12/21/2024

  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. While i do not agree with this person shaming me for using a tool that is in place for situations like this, I do not want further interactions with this company. I think a measly 9.99 is DEFINITELY not why I reached out to Gap **** I was also disappointed that a conglomerate was unable to satisfy an order made for a child on Xmas time. If i sent you half the money I'd not receive any of the order now would I? I dont want to reorder or ever order from them again but since they are refunding my measly 10$ Ill put that in my gas tank and drive to ******** and ask for the censor to be removed. Ill produce the email and hopefully thatll be enough.

  Lastly, this person responding was not on the chat and was not present when this caused unneeded stress at my home. Its pretty consistent with how most businesses treat people and then when you wont just go away they get upset. I dealt with over 15 companies this holiday season but am only reaching out about one. Hopefully theyll take the tag off and i can just move on but hopefully now they wont be so disappointed since ive explained myself well. Thank you BBB for helping to hold these companies to account.

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