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

1,169 total complaints in the last 3 years.
441 complaints closed in the last 12 months.

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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:12/09/2024
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.
Order number 1KLGRQB I ordered a white and black striped shirt from the gap on cyber Monday and I got something totally different. When I opened up my package, I noticed that I had a blue baby gap shirt, and clothes that is not what I ordered See pictures enclosed.
Business Response
Date: 12/14/2024
RE: Better Business Bureau Case 22661956

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 received the wrong item. We have reviewed your order and see that a refund was issued on 12/12 in the amount of $13.91. Please allow up to 10 business days for this to be posted back to your account.

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: 12/14/2024

Complaint: 22661956

I am rejecting this response because:
I still want the item . I reordered it but feel I need it for free for my troubles.
Sincerely,

***** ******
Business Response
Date: 12/19/2024
RE: Better Business Bureau Case 22661956

Dear *****,

Thank you for your reply. We understand how disappointing it is that you received the wrong order and while we're unable to offer it to you for free, we've added $5.00 to your loyalty account to invite you to have a better experience. We truly appreciate your time and understanding and hope to shop with you again soon.

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 Better Business Bureau
Customer Answer
Date: 12/26/2024

Complaint: 22661956

I am rejecting this response because:
I want an extra $5.00 for my troubles.
Sincerely,

***** ******
Initial Complaint
Date:12/09/2024
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 am filing this complaint to formally address the unprofessional handling of my recent experience with Gap. On Black Friday, I placed an order (#1KHFNBD) for nine items as holiday gifts for my children and family. However, the package I received contained only eight of the items I purchased.When I contacted Gaps customer service team, I was initially assured that a claim would be opened and the missing item would be shipped to me. After several days without any communication, I followed up, only to learn that the original representative had failed to process my claim.After spending additional time on the phone, I was eventually informed that Gap had declined my claim and would not issue a refund or replace the missing item. The handling of this situation has been deeply disappointing and reflects poorly on Gaps commitment to its customers. After exhausting all avenues with Gap, I was left with no choice but to open a dispute with the Gap credit card to resolve the matter. It is truly a shame that it had to escalate to this point, especially given the significant time and effort I have already spent trying to address this issue directly.I am pursuing this complaint not only because of the financial impact but also out of principle. The way this matter was handledfrom the lack of follow-through to the refusal to acknowledge or resolve Gaps erroris unacceptable. As a long-time customer, this experience has left me questioning my trust in the company and its ability to handle customer concerns professionally and fairly.I hope this complaint serves as a record of how poorly this matter was handled and encourages Gap to address these glaring shortcomings in their customer service practices.
Business Response
Date: 12/14/2024
RE: Better Business Bureau Case 22660383

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 ********, and we're sorry to hear that you never received all of your items from order 1KHFNBD. 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: 12/15/2024

Complaint: 22660383

I am rejecting this response because:
Dear ******,
Thank you for your response to my complaint regarding order #1KHFNBD. However, I am extremely disappointed by the lack of acknowledgment and resolution provided.
As I clearly stated in my original complaint, I have already spent a significant amount of time with your **************************** Initially, I was assured that a claim would be opened, yet it never was. Subsequently, I was redirected multiple times to individuals who did not assist me and ultimately told to dispute the charges with my credit card company, which, I might add, is the Gap Credit Card.
Reiterating the steps I have already taken and been failed by does not address my concern. The fact that I paid for an item I never received, only to be met with a lack of accountability, reflects poorly on Gaps (not ******** as you stated in your response) commitment to customer service. Your response, which suggests I go back through the same unproductive channels, is not only frustrating but reinforces why I felt compelled to involve a third party in the first place.

Sincerely,

********* ******
Business Response
Date: 12/19/2024
RE: Better Business Bureau Case 22660383

Dear *********,

Thank you for your reply. We truly are unable to assist or overturn a denied claim decision. 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. Please note that although the brand card is designed to be used with us, it is serviced by ******** and is a separate entity from Gap Inc.

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: 12/23/2024

Complaint: 22660383

I am rejecting this response because:

It is truly a shame that this situation has escalated to this point. I want to reiterate that the issue here is not with the carrier but with Gap itself, as the package I received was missing an itemone I had paid for. I ordered 9 items, and only 8 were delivered. This isn't a shipping error; it's a fulfillment issue on Gap's end.
What is most frustrating is the amount of time Ive had to invest in trying to resolve this matter. The fact that I have had to escalate this to a credit card dispute is, frankly, mind-boggling. I trusted Gap to handle my order correctly, and instead, this has turned into what feels like theft. I shouldnt have to chase down a company for what I paid for.
As a long-standing customer, I am deeply disappointed by this experience. You have lost me as a client, and I will be looking elsewhere for my future purchases. While I understand that policies may limit your ability to assist, it is incredibly frustrating that customer service has taken this stance. I will be following through with the dispute and hope this feedback will lead to a reevaluation of your processes to prevent this from happening to others in the future
Initial Complaint
Date:12/09/2024
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 2 pairs of gloves from ******** online because I wasnt sure what size would fit my son. When the package came, it only had one pair of gloves, the size L/XL and missing the S/M size. I called customer service and filled out a claim and my claim was denied. The company is penalizing me for their error in packaging. The gloves were 3.99 plus sales tax. I want a refund. ******** basically stole my money since they failed to send an item. Ive been a loyal customer for over 15 years and I am beyond disgusted. They need to be held accountable for their mistake and I need a refund.
Business Response
Date: 12/14/2024
RE: Better Business Bureau Case 22652948

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 was missing from your order. we have reviewed your account and see a refund of $4.24 was issued on 12/9. Please allow up to 10 business days for the refund to be posted to your account. 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:12/08/2024
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'm writing in regards to my order 1KJJHHG. When submitting the purchase, I didn't notice that the shipping address was set to my previous residence. When I did realize, I tried to change the address with *** at my own expense, but Gap's shipment settings with them don't allow it. I then contacted their customer service to try and change the address, and was told that wasn't possible. I was advised to submit a claim after delivery. The claim was denied.I called to ***** and was given the run around, and was told my only recourse was to dispute the charges. Here's the thing. I want the items, not a refund. Furthermore, I made multiple attepts to correct my mistake. I find it very disappointing that they would decide to deny a customer acting in good faith and put the **** on me to dispute the charges.IThis experience has been very discouraging after shopping with them for over 30 years.
Business Response
Date: 12/14/2024
RE: Better Business Bureau Case 22657862

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 your order due to an incorrect address. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.

Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 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: 12/14/2024

Complaint: 22657862

I am rejecting this response because in the meantime I did dispute the claim as Gap themselves directed me to. They are fighting me on it, saying I received the items.
Furthermore, i tried multiple times calling them and was told they could not help me. I feel like they are being intentionally dishonest.
Sincerely,

**** ********
Business Response
Date: 12/19/2024
RE: Better Business Bureau Case 22657862

Dear ****,

Thank you for your reply. We recognize that this process may not be ideal for all customers, however in an effort to be fair and consistent to all customers, we are unable to change the outcome of the claim. We will make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement, and we appreciate your help and understanding in this.

Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 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: 12/20/2024

Complaint: 22657862

I am rejecting this response because Gap made no effort to rectify the fact that they misdirected me and we're dishonest regarding my claim dispute. Why tell me to dispute the payment then lie about it?

Sincerely,

**** ********
Initial Complaint
Date:12/07/2024
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.
Placed an order on December 2nd with some of my rewards dollars and remaining on my ******** card totaling $***** for a grey sweatsuit. I loved the black set and wanted to order an additional set. I was out running errands today and received a email that my order had been delivered, which I found to be strange because I have a blink camera setup that alerts me when someone rings my front door bell and my apartment building intercom setup, rings my cellphone whenever I have a delivery. I arrive home to find no package was delivered to my front door nor was one delivered to my apartment building lobby downstairs (there were other packages and none were mine. In addition, whenever I try to track the package, the gaps Narvar system is down, and then the *** package tracking number gives an error and will not allow me to confirm proof of delivery as they normally put a photo. I have since called in twice and was on hold for 30 mins each, cannot get a phone agent. Right now as I type this, attempting to call in and I'm at 27 mins hold thus far. I opted to chat in earlier, first ****** disconnects the chat. 2nd tells me they cannot help and because it marked delivered, nothing they can do. I request a supervisor, they give me pushback and send me a link to submit a claim. I go to the link and it says the package doesn't qualify for claim!!!! So frustrating. If you look at my account, I ordered and spends tonsssss of money with the gap/******** and after working Monday through Friday 14 hrs a day, having my one day today be one where I run errands, the LAST thing I want to do as a good, PAYING customer who didn't receive their goods, call and argue for ***** and so much so to the extent that I have to come to the BBB. Gap needs to refund or replace my package immediately and that is the only acceptable resolution to me. Now as I continue to hold, I recheck the delivery details to find it WAS DELIVERED TO WRONG ADDRESS! Screenshot attached.
Business Response
Date: 12/14/2024
RE: Better Business Bureau Case 22655630

Dear Lielani,

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

Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear you have not received your order that is marked as delivered. Please know that we aren't able to assist customers with package claims through this platform. To speak to someone about the denied 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. In the meantime, we will make sure your comments are shared with the appropriate leaders. Thanks for giving us a chance to assist you with this!

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: 12/16/2024

Complaint: 22655630

I am rejecting this response because, I only came to the BBB platform because your main customer service agents via phone were unreachable and the chat ones, have minimal English comprehension. I have since disputes through bank and no longer will be contacting GAP *** nor will I ever place an order again.
Sincerely,

******* *****
Business Response
Date: 12/20/2024

RE: Better Business Bureau Case 22655630

Dear Lielani,

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:12/07/2024
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.
The issue of "Missing items" from received orders that are placed online has become a serious problem with Athleta in 2024. I've been an Athleta customer for over 10 years (and an Icon Member) and have never experienced this issue so repeatedly before. This is happening chronically and they need to work out the issues at their warehouse, not charge their customers for missing items.When you complete a claim to get the issue of the missing item resolved, the claim is denied. When you call customer service and explain the situation, they direct you to handle through your credit card. The credit card I use for my orders is the "Athleta" credit card. So it is a vicious cycle where "Athleta" is stealing the money from the customer. So on top of the inconvenience of never receiving your item, they are charging you for that inconvenience!I have 2 denied claims for missing items where I have been asked to dispute the charge with my credit card (an Athleta credit card). Disputing charges can result in changes to your credit score so I will not put at risk my credit score because of their incompetence handling these issues.The first one is Reference Number csbc0ck7oj7k63psh5i0 for Order #1JM8D6V placed on 10/10/2024. The box for this order arrived opened and had clear tape over the Athleta paper tape to re-tape the box. I have pictures of the state of the box when I received it. For this order, the item could have become lost in transit because the opened box but they denied my claim for the missing item.The second one is Reference Number ct9jludke4sbd0t8gtr0 for Order #1KM3RK2 placed on 12/3/2024. This packaged was sealed but had a missing item so the problem probably happened at the warehouse. My claim was denied as well.I would like that Athleta refunds my Athleta credit card for my 2 missing items like they should have done from the start.
Business Response
Date: 12/13/2024
RE: Better Business Bureau Case 22655080

Dear Mariemma,

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

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 1-877-3ATHLETA ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.

Sincerely,

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

cc: The **********************

Customer Answer
Date: 12/14/2024

Complaint: 22655080

I am rejecting this response because:
This is the same generic response that I received twice before after contacting Athleta's customer service at the number provided and by email. They are not willing to help their customers or take responsibility for their warehouse mistakes. They just told me to dispute the charges with my credit card. Disputing charges with the Gap card can affect your credit score as experienced by other customers.
In this case where I purchased items and the warehouse did not include them in my package, I'm not the party responsible of solving the issue. I already paid for my items. If the items were not included in the packages I received, Athleta either has to resend the item or refund my account. Otherwise, they just stole my money.
Can Athleta customer service please provide a phone number or email for escalations?
Business Response
Date: 12/19/2024
RE: Better Business Bureau Case 22655080

Dear Mariemma,

Thank you for your reply. We recognize that this process may not be ideal for all customers, however in an effort to be fair and consistent to all customers, we are unable to change the outcome of the claim. We will make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement, and we appreciate your help and understanding in this.

As our claim process is handled by our Customer Support team, we recommend contacting the team at ************** for further questions or concerns. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday.

Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-877-3ATHLETA ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.

Sincerely,

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

cc: The **********************

Customer Answer
Date: 12/21/2024

Complaint: 22655080

I am rejecting this response because:
I already reached out to customer service twice via the website and twice by phone. They only repeat the same scripted communication over and over. There is no point to continue contacting customer service again if they are just going to say to dispute the charges.
This is the reason I filed this complaint with the BBB.
As an Athleta customer I spend an average of over $1,000 a month and you are treating me like my claims of the two missing items from two different orders are not truthful. You have stolen this money from the two missing items from me.
Please provide me a phone number or email for escalations.

Sincerely,

******** *****
Initial Complaint
Date:12/07/2024
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 was charged for an item which was never shipped to me. ******** will not refund my money or send me the item.
Business Response
Date: 12/13/2024
RE: Better Business Bureau Case 22654759

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're missing an item from your recent order. We have emailed you claim instructions to report the item 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 items. If the claim is approved you be refunded for the missing item. If you would like to reorder the item, we'd be happy to honor the promotional price paid and waive the standard shipping fee. Just call us to place the new 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 **********************
Initial Complaint
Date:12/07/2024
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.
The order experience on Gap does not make the shipping address clear. Once you pressorder is when you clearly see the shipping address. Once you order you have zero options to cancel or change the shipping address even before its been shipped out. I called the company and they told me there was zero things I can do about it. It wasnt until I kept complaining and asking for supervisors that someone has told me they will try and monitor it to reroute with shipment vendors, but we will see if that really happens. This is the second time this has happened for me with Gap and honestly they need to fix this so other people who are less persistent dont waste their money on clothes shipping to the wrong addresses with no real way to solve consumer issues.
Business Response
Date: 12/13/2024
RE: Better Business Bureau Case 22653996

Dear ******,

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

Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear of the difficulty you experienced while attempting to change a shipping address. It's never our intention to cause frustration while shopping with us, and we will absolutely make sure your feedback regarding this process is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement, and we really appreciate your help in this way as well as your time and understanding!

Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-877-3ATHLETA ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.

Sincerely,

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

cc: The **********************
Initial Complaint
Date:12/05/2024
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 returned items to store on November 19, 2024 that I had bought on November 17th. The customer service person said it would be credited back to my debit card. I have received no refund. I did not receive a receipt. I have gone to the store in person, they say it was returned and provided me number above. I've called customer service and they state they can't help me. The amount is $60 or more, I don't have a receipt for the actual amount. I don't know what else to do!
Business Response
Date: 12/11/2024
RE: Better Business Bureau Case 22640687

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 the refund for your return. We have located the return transaction and see that it was processed on 11/19/24. Please know that it may take up to 10 business days for the refund to be posted to your original payment method. If the refund has still not been posted by now, please call our ***************************** at the number below and reference case # ********.

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: 12/12/2024
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:12/05/2024
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 ordered from Banana Republic on Black Friday and the address defaulted to my prior home address.I attempted to make contact with *** before the order was delivered but to no avail. Eventually found out my order was delivered through ****. I filed a claim with Banana Republic and was denied my request - although I never received the items. Their support provided no help working with the postal service as well. ORDER #: 1KFL7WW | ORDER DATE: NOV 26, 2024
Business Response
Date: 12/11/2024
RE: Better Business Bureau Case 22644749

Dear ****,

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

We want all our customers to be satisfied with their purchases from Banana Republic Factory, and we're sorry to hear that you did not receive the package from order 1KFL7WW that reflects as delivered on December 2nd. 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 **********************

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