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.

  3002 Paragon Outlets Dr Livermore, CA 94551-4201

• 

  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

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:12/05/2024

  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 made an order from ***********. I ordered five items totaling $90.56. My complete order was shipped in one package with one tracking number according to the shipping email I received. I received 4 out of 5 of my items. Missing item was the ***************** for $28.I was told through ********* website that I needed to file a claim. The claim was subsequently denied through email with zero explanation. After one customer service chat and two phone calls with the claims department, I am being told they cannot reverse the denial because theyve issued me a refund before and to contact my bank to dispute. I have only had one refund for a missing item prior to this one in the last five years (at least) that Ive been shopping here. I, nor my bank should be held responsible for an error on Old Navys part. It wasnt until I asked for a manager and told them I was filing with the BBB that they refunded me and told me it was my final warning. Final warning for what I am not sure as this is a mistake that they made by not fulfilling the order correctly. This is a terrible business practice and I want to be contacted by someone in the corporate office.

  Business Response

  Date: 12/11/2024

  RE: Better Business Bureau Case 22643427
  
  
  Dear *******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from ********, and we're sorry to hear that you never received all of your items from order 1KJXNM0. 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: 12/11/2024

   
  Complaint: 22643427
  
  I am rejecting this response because:

  I do not need the missing item resolved, as it already was taken care once I told the third ******** service agent that I wanted a manager and that I had filed a complaint with the BBB. The canned answer I received through this platform is exactly what I didn't ask for. I asked to talk to someone about how I was treated like I am committing fraud by wanting a refund for items that were missing from my order- an error on ********** part- and a clear issue with their fulfillment business since it has happened twice to me. I want to talk to someone to know why their business practice is to reject a claim with zero explanation to the ********, but rather an email *************************** me to "continue shopping."
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/17/2024

  RE: Better Business Bureau Case 22643427
  
  
  Dear *******,
  
  Thank you for your reply. We hear you and recognize that this process may not be ideal for all customers. 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. 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,
  
  
  Mari
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 12/18/2024

  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:12/04/2024

  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.

  Date of online order 12/4/24, order # 1KMLD2H from Gap.com.Sales tax of $1.92 was charged on two items of clothing, priced at $ ***** and $29.95 bought online with delivery to ******, ** and billing address in ***, **. There is no sales tax on clothing priced under $110 in ********.

  Business Response

  Date: 12/11/2024

  RE: Better Business Bureau Case 22641784
   
   
  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 regret hearing of your frustration with the taxes charged on your recent order. We can share that we are unable to remove the taxes from the order, as we must follow the guidelines instructed by the tax-exempt authorities. Therefore, to have the taxes refunded, it is necessary to email a copy of the tax-exempt certificate or the front and back of the tax-exempt card (depending on type of exemption) to ********************************************************** including the order number each time an order is placed. Once this information is received, verified, and the order has been fully shipped, we will issue a tax refund to the purchasing payment within 15 business days.
   
  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:12/04/2024

  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 items from OldNavy during Cyber Monday order number 1KM8XLH order total $197.69 with shipping and taxes . I was charged $219.50 and then again for $204.67. Both of the charges does not even come close to my what my total is which is $197.60 with shipping and taxes. They said one item was canceled thats why the $204.67. Why did i get charge twice which caused an over draft in my account and why is it more than the total? I spoke to an agent and he cant figure it out asked to speak to a supervisor and manager the agent disappeared for about 10 minutes and came back and said my manager said he/she (i dont remember which he said) theyre not taking your call they are busy.. i want a refund on all of the charges. They're reasoning is taxes and shipping . Ok my total was $193.08 with taxes and shipping it went up to $197.69. I got charged over $200 twice please explain that to me how did i get charge over what my bill is for not once but twice even though its a hold money still came out of my account and it still does not add up my total bill was $197.69 with shipping and taxes. I want a full refund for both charges and the over draft fees i incurred 3 of them $29 each

  Business Response

  Date: 12/11/2024

  RE: Better Business Bureau Case 22640041
  
  
  
  Dear ******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At ********, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear about your experience. We are unable to locate your order. Please double-check your order number and call us at the number below for further assistance.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at ************** ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The Better Business Bureau

• Initial Complaint

  Date:12/04/2024

  Type:Billing 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.

  My order was marked as delivered to the wrong town. They claim need a three day wait to file a claim. I attemped to chat on the website but it was not working. I want my order or my money back.

• Initial Complaint

  Date:12/03/2024

  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 order for children jeans on 10/2, has not shipped. Been in contact with *********** who cannot give me a ship date. Email customer service does not respond. I want my questions answered:1. Are the jeans available today?2. If not, why?3. If yes, why haven't they shipped?4.why does ******* keep asking me to switch?5.why weren't these shipped 2 months ago? Why were other customers who received item a priority over me? 6.why is email service ignoring me? *email only

  Business Response

  Date: 12/08/2024

  RE: Better Business Bureau Case 22631258
  
  Dear ******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Gap, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear you have not received an item from your order. It appears that it is stuck in a pending status which caused it not to ship and they cannot be shipped as they are now sold out. We have requested the item to be released from the order. We have read the conversation with our customer service team on ******* and see they offered to cancel the pending item and agreed to honor the price of 8.24. If you would like to order the Unisex Wow Straight Pull-On Jeans for Toddler and waive the standard shipping fee. You can view them by visiting **********************. Once you place your order you may reach back out through here or on social media to get it adjusted. Since the original item is sold out and unable to be shipped, we're offering this as a similar style. We appreciate the opportunity to help. 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22631258
  
  I am rejecting this response because:
  

  This is absurd. Of all people that ordered the item, mine was unable to ship.... again. 

   

  No, I don't want a toddler pants with buttons. They can refund me.

   

  And FYI, if ******* could have told me that they were not available l, like the 5 times I asked, the order could have already been canceled. 

   

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

  Business Response

  Date: 12/17/2024

  RE: Better Business Bureau Case 22631258
  
  Dear ******,
  
  Thank you for your reply. We see your order is currently in the pending shipment status, which as a result the payment has only been authorized and no funds have fully been removed. We have reached out to our Tech Team to cancel the order, we suggest you to keep an eye on your email for the update. We apologize for the inconvenience this has caused and appreciate your 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,
  
  
  Mari
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:12/02/2024

  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.

  Gap forgot to include an item in an order and this is the response I received: At this time we will not be able to reship or refund any additional amounts for the order #1KFKH4D, and we recommend contacting your issuing bank if there are any funds you wish to recover through a dispute for packages / items you did not receive. Please accept our most heartfelt apologies for any setbacks this may have brought about, and we urge you to reach out to us if you have any additional concerns. It's unacceptable to ask me to open a fraud case on my **** for their mistake. I want a refund.

  Business Response

  Date: 12/08/2024

  RE: Better Business Bureau Case 22628684
  
  
  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 an item from order # 1KFKH4D. Although we have been able to issue credit for the previously missing items or orders in the past, this is not a solution we can offer in an ongoing manner, and we are no longer able to issue a credit going forward. 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 **********************
   

  Customer Answer

  Date: 12/08/2024

   
  Complaint: 22628684
  
  I am rejecting this response because:

  My bank has issued a refund for your fraud. And I am never shopping at Gap or ******** again. 

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

• Initial Complaint

  Date:12/02/2024

  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 don't know what is going on at Banana Republic Factory, but they need to do better.I placed an order that included three final sale items. Two of the three items arrived damaged with holes in the sweaters. I chatted with customer service and was told that given the damage I could return these to my nearest Factory store. I brought them to the store, spent an hour with them, only to be told there was no option to return the items in the store.After hours on the phone with customer service, I finally got a "lead" ***** on the phone. I sent him pictures of the items, that he reviewed and confirmed he saw the holes. However, he claimed that because the holes were small it was not a big deal. I had to spend more time on the phone with him fighting for a refund. Exhausting.I have a separate order 1KGPBMB that was cancelled for no reason the day after I ordered it. I was charged for this order that you are not sending. When will it be sent?

  Business Response

  Date: 12/08/2024

  RE: Better Business Bureau Case 22627656
  
  Dear *********,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Banana Republic Factory, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear about receiving defective items and that an order was canceled. We have reviewed order # 1JQYSBY and see that a refund was processed for the defective items in the amount of $50.73. Please know going forward any defective items will need to be mailed back for them to be refunded. 
  
  We have also reviewed your canceled order 1KGPBMB. Please know that canceled orders cannot be resolved through this platform and can only be handled by our customer research team. They can be reached at ************** and will be able to provide you with more information about why your order was canceled.  Our customer research department is available 8:30 am - 9pm (ET) Monday through Friday and 10am - 6pm (ET) on Saturday. we hope to hear from you soon! 
  
  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:12/02/2024

  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.

  On Saturday, November 2, 2024, I purchased 39 items totaling $624.47. On Monday, November 5, 2024, one of the shipping companies that ******** uses, named OnTrac, delivered the items to an incorrect address. I filed a claim with ******** about these missing items on Saturday, November 9, 2024. Not only did ******** immediately deny the claim, but they refused to replace the order as well as provide a refund. In addition, ******** refuses to explain why they denied the claim.When I spoke with ********'s customer service, a representative stated that Narvar is actually the one who approves or denies the claim. In addition, ********'s customer service is not supposed to know why claims are approved or denied. So, the representative told me to have a conversation with my bank to dispute the charges. If my bank does not want to dispute the charges and denies me as well, I am not sure what exactly I am supposed to do. I will lose the hard-earned money that I spent on the items. I spoke with ******'s customer service as well. The first time, they stated that they would do an investigation. Within 48 hours, they stated that they investigated, and I had to speak with ******** once again for further assistance. My sister then spoke with ****** on my behalf. She had to unfortunately deal with a very, very rude representative. It wasn't until she spoke with another representative and stated that she would report ****** that this representative was willing to help.The representative stated that ****** will do a second investigation that will take two days. More than two days have passed, and I haven't heard from OnTrac as of yet. In addition, my sister requested that the representative send me a report by email, and they agreed. As of now, it has not been sent to me either.Therefore, Better Business Bureau, I strongly encourage you to investigate ********, OnTrac, and Narvar for their inexcusable and unacceptable behavior.

  Business Response

  Date: 12/08/2024

  RE: Better Business Bureau Case 22624301
  
  Dear ******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from ********, and we're sorry to hear that you never received all of your items from order 1K3MMHV. 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: 12/09/2024

   
  Complaint: 22624301
  

  Dear Gap, Inc.

  I am rejecting your response. You once again tell me to dispute the charges with my bank so that an investigation can be opened. ********* Narvar, and OnTrac are solely responsible for the missing items. In addition, you refuse to replace the order as well as provide a refund yourself. This is absolutely deplorable and unacceptable. This is absolutely not how you should run a business.

  I am one of many who have missing items, and had their claim denied without being given a reason. BBB needs to become an enforcement agency as companies such as ******** gets away with instances such as this too often.  Shame on you Gap, ********* Narvar, and Ontrac.

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

• Initial Complaint

  Date:12/01/2024

  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 have reached out to GAP via online chat 3 times complaining this and was told twice that someone would be in touch with me about this. After a third time of trying to explain my situation on chat to get no help, I am filing a report. I returned 2 separate orders in the same package (1JQJYJY- Pink Pajamas and 1JNG3T6- Red Pajamas) after being told my an associate that I could do so. Of note I used the label for order 1JNG3T6.I have only been refunded for ONE ORDER (1JNG3T6) on 10/27 and have not been refunded for order 1JQJYJY- Pink Pajamas which were in that same return package. I need a refund. I was told by three different people on chat that someone would be reaching out to me and no one has. I have had associates online do nothing to help me. I was robbed of my money by this company and this is absolutely unacceptable.

  Business Response

  Date: 12/08/2024

  RE: Better Business Bureau Case 22624554
  
  
  Dear Hana,
  
  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 have not received a credit for the second item in your return package. We have reviewed order details for 1JQJYJY and see that a refund was issued on 12/03 in the amount of $25.50. Please allow up to 10 business days for the refund to post your account. We're sorry for your experience and have submitted feedback to leadership regarding your experience. We appreciate the opportunity to look into 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: 12/08/2024

  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:12/01/2024

  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 placed an order where I requested the order to be delivered to my residence and on November 30th it was delivered to a lockbox I called the company of course **** lied and stated it was in my mailbox. And to to place a new order for the items. Which why would I do that. When it is there error. Order number 1KF8753. Tracking number 1Z0R3371YW52283546

  Business Response

  Date: 12/07/2024

  RE: Better Business Bureau Case 22622732
  
  
  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 have not received your order, even though it shows delivered. We have emailed you claim instructions to report the order missing for our claim department to review, Please allow up to 24 hours for the email to arrive. Just follow the directions in the email and allow 2-3 business days to hear back about the missing item. If the claim is approved you be refunded for the missing item. If you would like to reorder it, we'd be happy to honor the promotional price paid and waive the standard shipping fee. Just call us at the number below to replace your order. 
  
  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 **********************