Business Profile

Clothing

Gap, Inc.

Headquarters

This business is NOT BBB Accredited.

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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

1,166 total complaints in the last 3 years.
437 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:11/30/2024
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 from gap.com and didnt receive my order. I called customer service and they said to wait I waited and then they said to file a claim I filed the claim and then they denied it. I mi contacted them again they said to dispute with my bank but why would I do that if its there fault not the banks.
Business Response
Date: 12/05/2024
RE: Better Business Bureau Case 22621701

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 the package that reflects as delivered on November 26th from order 1KDDC2D. 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:11/27/2024
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 writing to formally raise a complaint regarding the expiration of ****** rewards points from my account, despite following the instructions provided in your email dated October 7, 2024.Issue Summary:Notification of Expiring Rewards: On October 7, 2024, I received an email informing me that my rewards points were set to expire and providing two options to retain them:Use the points before expiration.Use my GAP credit card to extend the validity of the points.Action Taken:I reviewed the email on October 16, 2024, and, per the instructions, used my GAP credit card that same day to ensure the rewards would not ********* my surprise, the points expired on October 17, 2024, despite my compliance with the stated policy.Unsuccessful Resolution Attempts:I contacted the GAP credit card team, who directed me to the rewards team.The rewards team claimed they could not address the issue, leaving me with no resolution.Both teams failed to take responsibility or assist me in resolving this matter, causing unnecessary frustration and wasting my time.Why This Needs Immediate Attention:I followed GAP's policy as communicated in their email. The system failure that led to my rewards expiring is not my fault, and it is unfair to hold me responsible for this oversight.Requested Resolution:I respectfully request the following:Immediate reinstatement of the ***** rewards points.An investigation into why my rewards expired despite compliance with their policy.A formal response clarifying the corrective actions taken to prevent this from happening in the future.Thank you for your attention to this matter. I look forward to a timely and fair resolution.
Business Response
Date: 12/05/2024
RE: Better Business Bureau Case 22613050

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 expiration of your Reward points. Our Rewards program is set up in that the only way points will expire is if no purchases within our family of brands within 12 months. While we see from the image provided that a purchase posted to your account, as the purchase was from a third party, it did not qualify as a purchase made with our family of brands.

Beginning in 2023, we began expiring points for loyalty members who had not shopped with us for 370+ days or longer. It's important to us that customers are aware of changes like this, and so we did send email notifications informing customers their points will expire on the ***** day. The communication included the number of points/rewards set to expire and how one could keep those points active.

While these reward points are not replaceable once expired, we're glad to see that we did previously add ***** points to your reward account to thank you for your feedback. These points will remain active so long as you make a single purchase with our brands within 12 months. We hope that you'll take a look at all the details of our Rewards program online at **********************************;

We will also make sure your feedback regarding this expiration and 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.

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: 12/05/2024

Complaint: 22613050

I am rejecting this response because:

Thank you for your response regarding my recent Better Business Bureau complaint. I appreciate your acknowledgment of my concerns, but I must respectfully disagree with Gap's explanation about the expiration of my Reward points.

In the email communication from Gap that I received previously, it stated: "Shop and redeem your rewards across our family of brands or use your Gap Mastercard on everyday purchases, anywhere ********** is accepted." Based on this statement, I understood that purchases made using my Gap Mastercard, regardless of the merchant, would count towards keeping my Reward points active. At no point did the email specify that purchases needed to be made solely within the Gap family of brands to prevent points from expiring.
This inconsistency in communication has caused confusion and frustration, as I acted based on the information provided in good faith. It is disappointing to hear that points that I earned through purchases are deemed non-replaceable due to unclear guidelines on their part.

I kindly ask that Gap reconsider its position on this matter and reinstate the expired Reward points. Clear communication is essential to maintaining customer trust, and I hope ********************** values transparency as much as it values its loyal customers.
Thank you for your time and for escalating my concern.

Sincerely,

******* ***
Initial Complaint
Date:11/27/2024
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.
Good morning,I just placed an order with ******** for PJ pants. I took advantage of the Black Friday sale. However, I was unable to take advantage of the in-store only sale because of sizing issues. My husband and I are both larger and one of us needed a xxxl in the pants. This size has VERY limited in store availability. The closest store with that size in stock is 30 min from our home IF we take a toll road to get there. but the price difference between the instore sale and online sale is $16.98. I was fortunate enough to get a customer service agent who waived the shipping cost for an online order. However, I still find it very offensive that due to our sizes we have to pay so much more for clothes because we don't have access to it in our local stores. It is hard enough being larger and this only adds insult. For a company who claims to be so size inclusive (or at least used to claim it) this goes against all those ideals. I would greatly appreciate a resolution in his matter. All I would ask for is a partial refund of my order to make up the difference. If the more local stores had the sizes we needed I would go in a heart beat to pick them up. But an hour of driving for the sizes we need doesn't make sense. and would end up costing us just as much as it did to order. However, that is not right or fair to us.
Business Response
Date: 12/04/2024
RE: Better Business Bureau Case 22611912

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 you were unable to receive the in-store price from pajamas. Please know that this promotion was in-store only and limited to store availability. Unfortunately, we're unable to offer the store price for an online order as the price can only be honored in-store.

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: 12/05/2024

Complaint: 22611912

I am rejecting this response because: while I understand in-store pricing does not translate to online pricing. However, this wasn't saving $10 or less. This was a price difference of $16.98 and had I not thought to ask for free shipping it would have cost me an extra $23.98. I could have bought another 3 pairs at the in store price for the extra I had to pay because I had no choice but to order online. Additionally, it wasn't that I choose not to go to the store or I went way after the sale started. The size needed was not available in store because you don't really stock 3xl in store regularly. We were in our local store prior to the sale and the didn't have much, if anything, in that size in the matching pj pants forcing us to have to order online regardless of sales and pricing. So while I understand the in-store only pricing I really don't find that an as an acceptable excuse for me spending an extra $16.98 due to needing a larger size. This clearly wasn't a case of arriving to the store after it had been picked over. We knew from the time we went in-store to try on the pants that we wouldn't be able to buy them in store. Mind you we don't typically have a hard time shopping in store due to size. So that is what makes this all even more frustrating. I spent more than double the in-store price because I needed a 3xl, that is size discrimination and its upsetting and frustrating.
I did try reaching out directly, but was just told that it is an instore only price. There was no compassion towards the situation. No effort to try and make things right. This whole experience has been disheartening. If this was my own problem for no going to the store I would totally understand the response. In fact, I would have never reached out in the first place. But I didn't have a choice. Your representative told me the closest store that had stock of the size and it was at least 30 minutes away one way AND that was only if we took a toll road. We have two other stores that are within 6 miles or less from us and a third that isn't much more than that. If any one of those three had the size I would have gone in a heartbeat.
Sincerely,

**** *********
Business Response
Date: 12/11/2024
RE: Better Business Bureau Case 22611912

Dear ****,

Thank you for your reply. Unfortunately, we are unable to make any adjustment as the promotion was in-store only and limited to store availability. 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:11/27/2024
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.
Your chat customer service is awful. They do not speak english, nor do they know how to problem solve at all. This return was initiated the same day the order was received as I thought I was getting a qr code. I have zero ability to print a label. This should have expired in 5 days. It is now almost a week since I got this and I have waited longer for this return than I did to receive the initial package. I would like this addressed and fixed immediately.
Business Response
Date: 12/04/2024
RE: Better Business Bureau Case 22611832

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 were unable to get a QR code. Please know that once a return method is selected, this cannot be changed later. You may take the items to your local store to return for a refund or we will be happy to mail you a physical return label by mail. Please let us know what option you prefer.

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: 12/06/2024

Complaint: 22611832

I am rejecting this response because: I would like to receive a shipping label for this return.

Sincerely,

****** *****
Business Response
Date: 12/13/2024
RE: Better Business Bureau Case 22611832

Dear ******,

Thank you for your reply. We've emailed you a prepaid mailing label to use to send items in for return from order 1KBFPJ9 and have also requested that a prepaid mailing label be mailed to you. Please note, returns must be received by January 15th, 2025 or 30 days from the order delivery date, whichever time frame is later.

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: 12/13/2024

Complaint: 22611832

I am rejecting this response because this is not solving anything. I have repeatedly stated that I have NO ability to print labels. Did you even read this complaint??? It would not even make sense that this would be a reasonable solution at all. You stated that you could send me a physical mailing label; not email me something that I cannot do anything with. I have made every attempt to return these items, as soon as I received them to which Gap has been lackadaisical in responding; not even contacting me via email at all and now threatening to not give me my money back or accept the return. I was very clear in my initial complaint with how this can be solved and I have been completely ignored. I will continue to escalate this complaint until it is properly reviewed and addressed.

Sincerely,

****** *****
Initial Complaint
Date:11/25/2024
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 3 items in order 1K5DSTH using the return label provided. I have confirmation the package was received, however the refund in the amount of $84.70 has not been processed. I returned another package from the same order that was processed for a refund days ago. In addition, I had to return one of these items because it was received damaged. Upon contacting customer service I was told someone would get back to me within 24 hours. They have not. I would like the refund of $84.70 processed.
Business Response
Date: 12/03/2024
RE: Better Business Bureau Case 22604926

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.

Please know we want all of our customers to have a pleasant and seamless shopping experience, and we regret hearing of the delay in processing of your return along with the damaged item received in your recent order. We have reviewed order 1K5DSTH and can share that the $84.70 refund was issued on November 25th and will post to the payment method used for the order 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 **********************
Customer Answer
Date: 12/04/2024
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:11/25/2024
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 paid $55.30 for an order including 12 items in one order with my super bucks and received free shipping. I paid through Cash App but then a notification from Cash App that my payment was updated for an additional $10.55 for a grand total of $65.85. When asked about it from customer service at ********, I was told that that was the shipping for an individual package of a single ***** and another individual package of a single tshirt. I dont understand when I had free shipping for the items that were ordered at once and the price of the shipping was the same price of the ***** and tshirt. Now I can only return part of the order because several are clearance items. If I was to be charged shipping, ******** should have never offered the free shipping option.
Business Response
Date: 12/03/2024
RE: Better Business Bureau Case 22603835

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 We've reviewed the collection history for the order and can share that, as we do not collect payment until the items ship, we authorized the $65.85 order total only when the order was placed on November 20th. When we shipped the first two packages on November 21st, we collected payment of $55.30 and $6.20 for the items shipped that day and then $4.35 was collected on November 22nd when the final package was shipped to you. The total collected of $65.85 was for merchandise only and did not include a shipping fee as there was no fee for shipping charged on 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 **********************
Initial Complaint
Date:11/25/2024
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 a pair of men's Blue Jeans from the ******** store at:*********************************************. The purchase was made 5 months ago. In the month of July. I do not have the receipt but the jeans have the imprint of ******** as the maker of the pants.The style of the pants is ******** Boot Cut Pants. I happened to bend down and the pants ripped in the buttocks area (5-inch rip). These must be defective. I called the Fremont store and spoke to a lady by the name of ****** who mentioned that she had never heard of these pants ever ripping and she could not exchange the pants which cost $ *****.******* *******
Business Response
Date: 11/29/2024
RE: Better Business Bureau Case 22599855

Dear Orlando,

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

Please know we want all of our customers to have a pleasant and seamless shopping experience, and we regret hearing of your experience with the ******** Jeans. We understand how disappointing this would be and sincerely apologize! We stand behind the quality of our merchandise and will accept an item for return, even if it has been washed and/or worn, if it is found to be defective. As the jeans were purchased in a store location, to receive a defective item evaluation, you can visit an ******** store near you to speak with a store manager. If the manager has any questions, they may contact our offices Monday through Saturday at the phone number below with your case number, ********, and we'll be happy to help with the evaluation process. To locate your nearest ******** locations, please use the "Find a Store" link in the upper right corner of our home page.

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:11/25/2024
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 placed an ******** order on October 30, 2024, which was divided into two shipments and two charges. Despite entering my new address correctly, ******** shipped the items to an old address from five years ago linked to my **************** card. I noticed the error and immediately contacted ********, requesting them to change the shipping address, but they refused. They also declined to contact *** to reroute the shipments before delivery.********'s customer service, during what was likely a recorded call, instructed me to report the packages as lost, assuring that I would receive a refund. Following their guidance, I reported the packages as lost. However, ******** later rejected my refund request and directed me to dispute the charges with my **************** card. I followed their instruction, but ******** again rejected the ********** a result, I am left without the ordered items and out of pocket by $453.52. The charges are as follows:$40.73 on October 31 for *** NAVY ON-LINE 084GROVEPORT OH $412.79 on October 31 for *** NAVY ON-LINE 084GROVEPORT OH At the suggestion of an ******** representative, I reordered the same items on November 8th, and they were delivered correctly to my new address.This experience has been extremely frustrating and unfair. Despite entering the correct address, ******** linked the old address with my credit card and refused to correct their mistake. Their refusal to reroute the shipments, reject the refund, and then deny the dispute is unacceptable.********'s actions amount to stealing from customers. They instructed me to follow steps that they ultimately did not honor, leading to a significant financial loss. It is crucial to address this issue and ensure that other customers do not face similar problems.I am seeking the Better Business Bureau's assistance in obtaining a refund of $453.52 for the items I never received due to ********'s mistakes and to hold ******** accountable for their actions.
Business Response
Date: 12/03/2024
RE: Better Business Bureau Case 22602560

Dear *******,

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

We want all our customers to be satisfied with their purchases from ********, and we're sorry to hear that you did not receive the packages from 1K2NGJ5. 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 and 9:30 am - 6pm (ET) on Saturday. 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: 12/03/2024

Complaint: 22602560

I am rejecting this response because:
This response from ******** instructs me to contact their customer service. To date, I have already contacted ******** customer service numerous times through phone calls, chats, and emails. There should be records of these interactions in my account.
Initially, before the orders were shipped, ******** customer service acknowledged that I entered my new address on October 30th. However, due to a computer error, the address was reverted to the old address linked to my credit card.
I was then instructed to file claims with ******** for the two packages once delivered, which I did, only to have those claims rejected by ********.
Following this, I was advised by ******** to dispute the charges with my **************** card. Despite filing disputes three times, all were rejected by ********.
Furthermore, during this process, ******** customer service suggested that I place the same order again on November 9th, assuring me that I would be refunded for the lost order. This action further demonstrates that I did not receive the original order. Nevertheless, ******** has still refused to issue a refund for the undelivered order.
It is concerning and disappointing that ******** has consistently failed to honor their commitments and provide a resolution. It is unjust for ******** to mislead me about the refund process and to reject my legitimate claims multiple times.
I have exhausted all internal avenues for resolution, which is why I am now seeking assistance from a third party.
I kindly ask that ******** reconsider this matter with honesty and integrity, and process the refund of $453 for the undelivered order.
Thank you for your attention to this matter.
Sincerely,

******* ******
Business Response
Date: 12/11/2024
RE: Better Business Bureau Case 22602560

Dear *******,

Thank you for your reply. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. 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 **********************
Customer Answer
Date: 12/11/2024

Complaint: 22602560

I am rejecting this response because: They suggest disputing with my bank. If they had read my complaint, they would see that I have done this 2x and ******** rejected it 2x. ******** sent the order to another person, encouraged me to place a duplicate order (which I did), but refuses to honor the refund. Please read the details and get back to me, ********. Thank you.

Sincerely,

******* ******
Initial Complaint
Date:11/23/2024
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 on *********** order number is 1K9HXWJ .I have not received two packages from this order I only received a tank top that was shipped separately.**** did not uploaded photo of where my packages were delivered an I have problems with that carrier leaving packages at the incorrect address .My order is time sensitive as it is a birthday gift .I am asking for a refund so I can pick these items up from my local ******** store .
Business Response
Date: 11/29/2024
RE: Better Business Bureau Case 22596383

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 1K9HXWJ. 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:11/23/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted ******** customer service online regarding an email I received on November 19, 2024 that they deliver two packages to me which I did not receive. When I called ******** regarding not receiving the packages. They said to call back in three days to see if there was a delay in delivery. I opened up a dispute with them after the 3 days. I received an email stating that my claim was denied. I called customer service regarding the claim denial. They said that they will not reimburse me my money or resend me the items. My first order was purchased on November 16, 2024 order #1KB8R62 for $124.75. My second order was 1KB8TWP for $74.42 which the email stated that they only sent me three of the items, which should be for $45.97. I would like a full refund for both orders. Please help me. Thank you
Business Response
Date: 11/29/2024
RE: Better Business Bureau Case 22595351

Dear *****,

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

We want all our customers to be satisfied with their purchases from ********* and we're sorry to hear that you did not receive the packages from orders 1KB8R62 and 1KB8TWP although though the tracking details reflect the packages 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 **********************

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