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.

  1945 W Palmetto St Florence, SC 29501-3919

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  Gap, Inc.

  2500 W International Speedway Blvd Ste 5 Daytona Beach, FL 32114-8143

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  Gap, Inc.

  451 E Altamonte Dr Ste 2245 Altamonte Spg, FL 32701-4619

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  Gap, Inc.

  136 Towne Center Cir Sanford, FL 32771-7408

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:12/18/2024

  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,
  
  ******* *****

• Initial Complaint

  Date:12/17/2024

  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.

  An ******** package (ordered online) was delivered by ******** on 12/2/2024 with only 3 of 5 items (when all 5 items were supposed to be in the package). The order number was 1KX79SG. I immediately filed an online claim with them that day which was denied same day without reason. I then contacted customer service via online chat on 12/2/2024, same day. I was told the claim was denied because it was made within 72 hours and that on 12/5/2024 I could file the claim and would receive a refund for the items that were never sent to me (I kept the transcript of this interaction). I tried to file the claim on 12/5/2024 but was unable to because the items were listed as ineligible due to the previous claim denial. I called their claims department on 12/5/2024. They told me they didn't know why the claim was denied. They stated that because it was denied it needed to be disputed through the bank associated with the purchase. I went to my bank on 12/10/2024, and the bank stated that because it was an ACH done through ****** they'd only be able to dispute the whole charge, not part of it, and the dispute of a partial charge was to be done through ******. I filed a ****** dispute on 12/10/2024 and on 12/17/2024 ****** denied the claim because ******** showed them that their scanning information showed that the items were included in the package. Clearly, the items were scanned but misplaced because if they had been included in the package, my family members would have their Christmas gifts and I wouldn't have contacted ********. I paid a total of $49.86 and am disputing the charges totaling $23.38 for the two items that were not delivered to me by the retailer. ******** has stolen my money. They did not deliver 2 of the 5 items and are trying to keep my money which is theft. I have never filed a claim with ******** in the 10+ years I have shopped with them. I want my money back or I want the items I ordered and weren't delivered. Please help, I feel taken advantage of.

  Business Response

  Date: 12/20/2024

  RE: Better Business Bureau Case 22701559
  
  
  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 some of your items from order 1KX79SG. 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: 12/21/2024

   
  Complaint: 22701559
  
  I am rejecting this response because:

  As previously stated, I have already talked to customer service, the claims department, my bank, and ****** through which the transaction was completed (who denied my claim with them), and I talked to the claims department again after the filing of this complaint and was told once ******** denies a claim they don't reverse their decision, and the only next step would be filing a police report and likely nothing would come from that. ******** is taking no responsibility whatsoever and is giving what I perceive to be a form-letter response to the situation. Though I am significantly unsatisfied by ********'s lack of accountability and clear disregard for consumers, I do not want to pursue anything further. I want this on record with the BBB and for the public to know and understand how I believe that my money was stolen by ********, regardless of what ********'s scan history might say about what was in the package. If the items had been in the package I would have received them and we wouldn't be here. If I ever order through this retailer again I will video myself receiving all packages and opening them. The fact that ******** kept my money without getting my items to me, and refused to give me a refund, is a travesty and all involved in making the decision that creates these situations for consumers should be ashamed. Again, I am finished with this dispute and require no further action because ******** has made it clear they won't give me my money back and it's clear nobody is going to help me or make me whole.

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

  Business Response

  Date: 12/26/2024

  RE: Better Business Bureau Case 22701559
  
  
  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. 
  
  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: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 have had a Navyist Rewards Credit Card for many years and per the terms of the credit card earn ******** Rewards for purchases made with card. A while back I went in store and presented my card but was told there were no rewards. I also logged in to website and saw $0 in rewards but knew that could not be correct. I contacted the credit card company **************** on 12/13/24 and was told that I do have available rewards in the amount of $2118. When I explained that this was not showing on website or in store they connected me to an Account Specialist at ON who stated they could not see the rewards but I verified my phone number and email as the same on both the credit card account and ON website account and repeated what the ********* Navyist Reward Card representative had told me. I was told they couldn't see the rewards but would offer me a $10 reward and 20% off coupon which I said was unacceptable when I had duly earned $2118 in rewards and wanted to be able to go Christmas shopping for my family. I shared with the representative that in September I had done the online chat with ******** Customer Service and was told that my rewards would be credited to my account within 1-2 business cycles so why was this still not happening & why were they now saying I had no rewards. I was transferred back to **************** then back to another ON Account Specialist with no resolution. The ON representative stated my email must be different and that's why I don't have rewards but I explained I receive both the credit card bills and the ******** promos for earning rewards at this email so that couldn't be the case. Noone from ******** will help after multiple calls, transfers, and disconnects. I feel I am being defrauded by ******** as they consistently send me advertising to earn *********** fulfilled my end of agreement as credit card holder& verified the rewards with credit card company, yet ******** will not permit me access to my earned rewards.

  Business Response

  Date: 12/21/2024

  RE: Better Business Bureau Case 22698132
  
  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 your reward points are not showing in your account. We are attempting to locate the account that your points may be going to and need additional details. Please provide us with any phone number or email address that it may be linked to, any name that may be associated with your brand card, or any store receipt that can help us look up the transaction. You can respond to this message or call us at the number below and reference case # ********. We look forward to your reply! 
  
  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: 12/23/2024

   
  Complaint: 22698132
  
  I am rejecting this response because: there is no way for me to respond to ******* response on here so I called the number provided in his communication. Spent 1 hr 26 minutes on the phone with various **** from ON and ********. Finally spoke to Kamri who was able to get ******** to confirm with both her and myself on the line that it is same email and phone number on account and that I currently have 2301 rewards points. Kamri placed me on hold and was working with leadership and technical team, made notes of all this and said that I should communicate directly w ****** as he is the one linked to BBB complaint. I am hopeful that now that all this information has been verified by all parties ****** will be able to work w technical team at ON to see my points restored to my account. If there is a direct email or phone number I need to contact please let me know and I will do so as there is no button in BBB system that allows me to communicate directly with ******. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 12/28/2024

  RE: Better Business Bureau Case 22698132
  
  Dear ********,
  
  Thank you for your reply. We have emailed our tech team with the information provided and also confirmed with ******** to escalate this matter.  While we do not have an estimated time frame this will be resolved, we will contact you once we have more information. To reach back out to us you may call us at the number below or reject the response through the BBB and it will come to us. We appreciate your patience and understanding while we work to resolve this issue. 
  
  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: 01/11/2025

   
  Complaint: 22698132
  
  I am rejecting this response because: both ******** and ******** confirmed with me and each other on the phone on 12/23/24 that I have over $2000 in rewards plus am accruing more each month as I use my credit card yet I am still unable to access any of the earned rewards. An equitable solution until they can resolve the technical issue that is preventing the rewards from showing on my account would be to provide me with an ******** gift card in the amount of the back rewards as it could be spent in the same way at the store. Instead no one is offering to make this right and the situation continues to be passed off like it does not matter and I as a customer do not matter. I am due these rewards and am extremely dissatisfied with the lack of care from this company to fulfill their end of the contract with me as an ******** Navist rewards credit card holder. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:12/16/2024

  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 shocked that Gap evidently is not interested in maintaining good customer relations. I spent $146.25 on order #1KK0D5Q on 12/1/2024 and my package was never delivered. Specifically, it was delivered to a "parcel locker" that does not exist, as I live at a single family dwelling with a mailbox and no parcel locker. I have confirmation from **** (#********) that the package was never delivered to me, and was told to contact Gap for resolution. Gap was absolutely no help. They denied my claim for a new order (I did not want a refund, I'd just like my order delivered to me) with zero explanation, and calling customer service was no help. She simply told me that my claim was denied and that there was nothing they could do to resolve the matter. There is no transparency with the Gap ***************** whatsoever. It is shocking that they can take over one hundred dollars from me and leave me empty-handed, without even offering a reason for my claim to be denied. I have an abundance of proof that the package was not delivered to me, multiple calls with **** management, and Gap just doesn't care. It certainly feels like theft.

  Business Response

  Date: 12/17/2024

  RE: Better Business Bureau Case 22693041
   
   
  Dear Markie,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Gap, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  We want all our customers to be satisfied with their purchases from Gap Factory, and we're sorry to hear that you did not receive the package from order 1KK0D5Q that is reflected as delivered. 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: 12/20/2024

   
  Complaint: 22693041
  
  I am rejecting this response because:
  There is ample proof that the items were not delivered to me, which you can verify with GPS. It is pretty shocking that Gap is not interested in making things right with their customers who have spent so much money with them.
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/26/2024

  RE: Better Business Bureau Case 22693041
   
   
  Dear Markie,
   
  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 **********************
  
  
  cc: The Better Business Bureau

• Initial Complaint

  Date:12/15/2024

  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 placed an order on November 29, 2024. It was for 10 items. It was shipped with LaserShip(OnTrac) on December 6th and supposedly delivered on December 9th. I don't know where the package was delivered and I am sure it wasn't to me. I live in a gated community and I must let the delivery person in to make the delivery, no calls were made for delivery attempts. I have a Ring Doorbell Camera and nothing was delivered that day. The delivery picture shows a door with no Ring Doorbell Camera! First I was told I needed to wait a few days to see if the package showed up. Of course, nothing showed up. I contacted LaserShip(OnTrac), and they told me I have to contact GAP. I do that and get told I need to file a claim. An hour later, I got an email stating it was denied. No rhyme or reason at all. It's unbelievable how this situation has been handled.

  Business Response

  Date: 12/18/2024

  RE: Better Business Bureau Case 22691310
  
  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 order 1KH7C71. 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 **********************

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22691310
  
  I am rejecting this response because:

   

  How is my bank responsible for a package that wasnt delivered by a shipping company hired by GAP? They claim they cant refund my order due to previous orders also having claims because they werent delivered? As a customer I basically payed for nothing and they kept the money
  
  Sincerely,
  
  ********* Del Mar *********

  Business Response

  Date: 12/26/2024

  RE: Better Business Bureau Case 22691310
  
  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 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:12/15/2024

  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 made an order of $147.39 (1KK28R7) on ************************** on 12/1/24, i returned the items at Staples (NSAWCQSZCZ) the same day i received them (12/5/24) because they were poor quality and didnt fit. According to Banana Republic return confirmation email, I was supposed to receive my refund the same time i returned those items. However, it is now 12/15/2024 and I have yet to receive anything. I chatted with a Banana Republic *** online today, was told that they refunded me electronically but I never received anything, neither on my account nor received any refund in electronic e-gift card in my email. I checked my email multiple times. I called their customer service but no one was able to help. This is day time robbery! Really disappointed with their service and will not purchase from them again after I used up my gift cards.

  Business Response

  Date: 12/21/2024

  RE: Better Business Bureau Case 22691294
  
  
  Dear Theng,
  
  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 have a pleasant and seamless shopping experience and we're sorry to hear that you did not receive the refunds issued for order 1KK28R7. We have researched the order history and can confirm that two eGift Cards, for $76.90 and $70.49, were forwarded to the email address associated with the order and should have been received within 24 hours of the December 5th refund date. If you were unable to locate those emails in your inbox and also junk or spam folders, we recommend that you contact our ****************** team at **************. They are available Monday through Friday, 8:00am - 9:00pm EST. 
  
  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

   
  Complaint: 22691294
  
  I am rejecting this response because:
  I have searched my email mail box and i have never received those gift cards. Banana Republic could have re-sent those gift cards but they wouldnt. They are definitely a scam! 

  
  Sincerely,
  
  Theng ***** ****

  Business Response

  Date: 12/26/2024

  
  RE: Better Business Bureau Case 22691294
  
  
  Dear Theng,
  
  Thank you for your reply. We have located the order number for the e-gift cards that were sent. Please contact our ****************** team at **************. They are available Monday through Friday, 8:00am - 9:00pm EST. You can provide order numbers 1KJGBCJ and 1KJG4R3 when calling. 
  
  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:12/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I regularly place large online orders with ********* as they dont carry inclusive sized (petite) in store. I buy various sizes when I place my orders since the sizing can be so inconsistent, therefore, I end up returning a lot. I received a letter in the mail from Gap *** a couple months ago stating they had locked my account due to potential fraud and their reasoning was they alleged I had claimed multiple times that orders I received were missing items. I have never once claimed this. I reached out to customer support requesting more information, because I thought they may have the wrong person, and I was told I had to write a hand written letter to the fraud department of Gap *** and mail it in to have my account unlocked. I have now written two letters and mailed them to Gap *** with no response in the past several months. I dont appreciate being accused of fraud when I have never done anything of the sort.

  Business Response

  Date: 12/18/2024

  RE: Better Business Bureau Case 22688399
  
  
  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 no longer able to process online orders for you as your account has been disabled. We have mailed you a letter explaining the status of your online account and if you have not received it yet, you should be receiving it shortly. We are not able to speak to the details of your account nor are we able to override this decision. If you have any questions, please contact our ****************************** in writing, at
  
  Gap Inc. Customer Relations
  Attn: Trespass Inquiries
  ************************************************************************************
  
  Thank you again for sharing your concerns. 
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   
  
  

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22688399
  
  I am rejecting this response because the letter I received from Gap *** stated I had made several claims of not receiving items in online orders, which is a lie. I have asked Gap *** multiple times now, via email and through written letter to the address mentioned, if they can provide me with specific order numbers and items I have done this on, and they have ignored me. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/26/2024

  RE: Better Business Bureau Case 22688399
  
  
  Dear ******,
  
  Thank you for your reply. We truly are unable to assist. Please contact our ****************************** in writing, at
  

  Gap Inc. Customer Relations
  Attn: Trespass Inquiries
  ************************************************************************************
  
  Thank you again for sharing your concerns. 
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:12/14/2024

  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.

  At 12:16 on December 11th, *** delivered three packages to my house. Two packages were NOT from Gap or a Gap company, and one package was order number 1KMCY6M from Gap. I was also expecting another package from Gap for order number 1KMBTRK containing a ********************** in ***********. The rest of this order had already been delivered separately. This package from order number 1KMBTRK containing a Corduroy Western Shirt in *********** was not and has not been delivered. *** posted a picture of the delivery and it shows the Gap package for order number 1KMCY6M, but it does not show a package for order number 1KMBTRK because that package was not delivered. I called Gap and told them it wasnt delivered, and the lady I spoke to said I needed to wait until Friday to file a claim. I filed a claim on Friday and it was immediately declined. I called again and spoke to a customer service representative after my claim was declined. She tried to help me but the system would not allow it. She told me to report it to my credit card company. This is essentially theft. I ordered something from Gap, paid for it, Gap failed to deliver it to my house, Gap told me they were keeping my money, and that I could file a claim with my bank. How is this not illegal?

  Business Response

  Date: 12/18/2024

  RE: Better Business Bureau Case 22687674
   
   
  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 order 1KMBTRK. 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: 12/22/2024

   
  Complaint: 22687674
  
  I am rejecting this response because:

  Im sorry youre disappointed  Im disappointed that in trying to resolve this Gap forced me to wait on hold for more than an hour to speak to a gap representative who barely speaks English; while communication was difficult, she was very polite and tried to resolve the situation, but was unable to because of Gaps policies. Thank you for being glad to have the opportunity to help- how would you like to help?

  As mentioned above, I already reached out to Gap customer service. It was a giant waist of time since Gaps policies dont allow their offshore representatives to help customers. Again, the very kind representative I spoke with tried very hard to help but was limited by Gaps policies.

  Im looking forward to hearing back from you about how we can resolve this. As you can see in the picture, the item I ordered from Gap, and paid Gap to receive, for which Gap accepted my money, has yet to arrive. Perhaps you can contact the shipper your company with which your company contracts to get to the bottom of this.

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

  Business Response

  Date: 12/26/2024

  RE: Better Business Bureau Case 22687674
   
   
  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:12/14/2024

  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 purchased items online at ******** which were reported delivered but we not. I contacted customer service who said I must wait three days to confirm items were not late, then file a complaint. I did this and the claim was denied. I inquired with customer service who initially told me to file complaint. I informed them I already had. They provided number for claims **** who also told me a refund was denied due to confirmation of delivery.

  Business Response

  Date: 12/18/2024

  RE: Better Business Bureau Case 22687385
   
   
  Dear Sierra,
   
  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 you did not receive order 1KNXGCB that reflects as delivered as per the tracking history. We do see that your claim request was reevaluated, and the order was refunded in full on December 14th. The $58.26 refund will post to your **** ending in 2079 within 7-10 business days of that date. 
   
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************