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

1,164 total complaints in the last 3 years.
435 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:05/27/2025
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 purchased items from website on April 13th, decided to return items through shipment option provided by Gap website. Return was received on May 7th, then a refund to me on the 14th in the form of store credit. i reached out as I expected the refund to be in the form of payment which was ****** and was told this was a system error that many had experienced and they were working on it. i followed up on May 16th, 21st and 23rd. My final follow up was May 27th and I am still being given the same information that they are sorry and know it was an error and its being worked on. There is no definitive date of when this will be properly resolved
Business Response
Date: 05/31/2025
.RE: Better Business Bureau Case 23381855

Dear Idette,

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 your refund for order 1LSC21M was issued to a gift card. We have reviewed your account and see that this matter has been escalated so that the gift card can be devalued and a refund issued back to the original form of payment. Please allow 3-5 business days for this to be resolved. We appreciate the opportunity to help!

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:05/26/2025
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 returned two ******** Canada orders in early June 2024, with confirmed delivery via Canada Post and **** Despite returning the items within the correct timeframe and providing tracking numbers, I have still not received my refund.?I have reached out to ******** multiple times via phone, live chat, and email. Because I attempted to resolve this directly with ********, the dispute window with my bank has now passed, and ******** has taken zero accountability for the missing refund. They continue to refuse help, citing a 90-day limitation, even though the return was made well within that timeframe.The delays were caused by ********'s internal failures, not by inaction on my part. I am now seeking a full refund of $278.16, which includes both orders:?* Order #1: 1HKH9T8 * Order #2: 1HMJMTK?I have all return tracking documentation and proof of delivery. I am filing this complaint to hold ******** accountable for failing to process refunds in a timely and fair manner.
Business Response
Date: 06/03/2025
RE: Better Business Bureau Case 23374576

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 not refunded for your returns. Sadly, since it has been more than 90 days since the order was placed, we no longer have the ability to take action on this order. We recommend reaching out to your bank directly to dispute the charge so an investigation can be opened. We truly 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,

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

cc: The **********************
Customer Answer
Date: 06/09/2025

Complaint: 23374576

I am rejecting this response because:
Hi, and thank you for your reply.

While I understand your stated policy, your response is completely unacceptable and inaccurate. My returns were received by ******** on June 3 and 4, 2024, which was well within your return and refund period. I have tracking numbers and delivery confirmation for both orders.

I also contacted ******** multiple times prior to the 90-day mark to resolve the issue, but instead of helping me, your agents continually redirected or ignored the issue. As a result, you failed to process the refund within your own timeline.

It is unfair and irresponsible to now deny any action by citing a timeframe that your own inaction caused me to exceed. I am not disputing the charge with my bank because I relied on ******** to do the right thing and that trust has clearly been misplaced.

I am asking again that you honour the refund of $278.16 for the returned merchandise.

Sincerely,

******** *********
Initial Complaint
Date:05/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed a $700+ order with Banana Republic. Three packages were marked as delivered but were never received. I filed a missing package claim and submitted a police report to document the theft. The claim form limited me to 150 characters, restricting my ability to explain the situation fully.Despite the report and missing items, Banana Republic denied my claim, stating they are not responsible for delivered packages. When I followed up, they blamed their third-party system (Narvar) and told me to dispute the charge with my bank, saying they had no authority or process to assist further.This was my first purchase with the brand and represented a significant personal expense. Im asking for a full refund or a replacement of the missing items.
Business Response
Date: 05/30/2025
RE: Better Business Bureau Case 23374411

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, and we're sorry to hear that you never received all of your packages, even though they are marked delivered with proof of delivery. 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: 05/30/2025

Complaint: 23374411

I am rejecting this response because it did not provide a resolution. I was advised to dispute the charge with my bank, but Banana Republic refused to provide documentation or assistance that would support that process.
I did not receive three out of four packages from a $700+ order. One showed a delivery photo, but the packages were not at my home when I arrived. I filed a police report, submitted a claim, and received no meaningful help. The claim system limited my ability to explain the situation, and Ive exhausted every attempt to resolve this directly.
As a first-time customer, this experience has been extremely frustrating and costly. I am still seeking a full refund or replacement of the missing items.

Sincerely,

****** ******
Business Response
Date: 06/05/2025
RE: Better Business Bureau Case 23374411

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 ************** ***************). 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: 06/06/2025

Complaint: 23374411
I am rejecting this response because the retailer failed to deliver the products and has provided no meaningful explanation. Their customer service has been dismissive and unhelpfuljust canned responses from a corporate machine that clearly doesnt value its customers. I will not accept any resolution that doesnt justify why Im expected to pay for items I never received. Theyve shown zero accountability.
Sincerely,

****** ******
Initial Complaint
Date:05/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an online order for 17 items on May 18, 2025 and received a package containing 16 items on May 21, 2025. I requested a refund for the missing item ($7.44 +tax) and my request was denied. I paid for an item I did not receive and request that I be made whole.
Business Response
Date: 05/29/2025
RE: Better Business Bureau Case 23372581

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 with us, and we regret hearing this was not your experience with order 1M8YQC0. While we are unable to overturn a claim decision through this platform, to thank you for your feedback and for being a valued customer, what we have done is add ***** points ($10) to your reward account with us. The points are available now for use in store or online with all of our brands.

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: 05/30/2025

Complaint: 23372581

I am rejecting this response because:
Store credit is not a refund.

Sincerely,

********* *****
Business Response
Date: 06/05/2025
RE: Better Business Bureau Case 23372581

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 **************. 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: 06/06/2025

Complaint: 23372581

I am rejecting this response because:
I paid for an item that I did not receive and the company refuses to refund my money.

Sincerely,

********* *****
Initial Complaint
Date:05/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered two items on 5/2 I then received two wrong items on 5/8 I contacted customer service who requested me to return the two wrong items and advised they left a note regarding the issue (5/12)Now the refund only reflects one item (5/23) and I am going yet to another loop to contact customer service which again left a note and transferred my issue No clear contact to reach out to but only endless conversations on the chat
Business Response
Date: 05/29/2025
RE: Better Business Bureau Case 23372482

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 truly sorry this was not your experience with order 1M459HK. We are happy to share that the second missing item, the Tiered Lace-Trim Maxi Skirt, has been refunded and that $63.00 refund will post to the payment method used for the order within 7-10 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:05/23/2025
Type:Billing 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 May 10 we placed an order with ******** 1M6B32S. The order was for 8 items not carried in our store. On May 16 the package was delivered by ***. I opened the package and saw it only contained 2 items. I called customer service to see if the other items were coming in a separate package and was told no, to file a shortage claim with ******** (#JFS5KBFMZMGE) and was emailed a link to show which items were not shipped. The *** said they would review the claim and correct the issue. On May 17 I received an email denying the claim and to call customer service if I had any more questions. On May 18 we went into store ***** and spoke with the manager for advice on how to get the items or a refund. She stated this happens all the time and to call customer service and they would issue a refund. I called Monday May 29 and spoke with ****. After giving her my order number and claim number, she told me the issue was closed and there was nothing ******** would do. I called *** to file a shortage claim and was told it had to originate from the shipper( ********). I purchased these items in good faith that ******** would deliver as promised. They have not nor have they made any attempt to find out why the package was short. I expect to be refunded ****** for the items missing. I have attempted on 4 occasions to rectify this issue by phone, email, in person and by phone again, receiving no answer as to why my items were not in the package or reshipped/ refund offered. We are long time ******** shoppers, have ordered frequently in the past and have never returned an item without a receipt or had an issue. I expect a refund for the items never delivered in a timely manner. Thanks
Business Response
Date: 05/27/2025
RE: Better Business Bureau Case 23371417

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 never received all of your items from order 1M6B32S. 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 Better Business Bureau
Customer Answer
Date: 05/28/2025

Complaint: 23371417

I am rejecting this response because:
Thank you for the opportunity to resolve this issue of non delivery of merchandise paid for in good faith with ********* The response from ******** is corporate speak that does not address the issue and offers as a solution to call ******** customer service which had already been contacted 3 times to resolve this issue before contacting the BBB. I dont think ******** even read the complaint as it is not addressed in their answer. I cannot believe a national brand would be so incompetent as to not address an error made on the their part and force the consumer to bear the brunt of their mistake. Sadly, if not corrected my family, 2 kids and 5 grand children will take our business to companies that are responsive to thru customer needs and issues. As a long time shopper( 20 plus years) I am very disappointed in *********

Sincerely,

******** *********
Business Response
Date: 06/03/2025
RE: Better Business Bureau Case 23371417

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 ************** ***************). 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: 06/04/2025

Complaint: 23371417

I am rejecting this response because:
The response from the business appeared to be AI generated as it did not offer any indication they had read the complaint and offered solutions that had already been addressed and GAP knew would not address the issue or close the complaint. It was a check the box, we answered the BBB response. I have decided to file a complaint with the ***************************** under the Deceptive Trade Practices Act in the state of *****. GAP clearly did not fulfill their obligations to deliver merchandise that was purchased in good faith and are attempting to defraud me the consumer. As a representative of GAP stated to me, this is a well known wide spread problem within the company. Gap has not responded nor attempted to correct their error using well know industry standards. I fully expect a refund of ****** for merchandise not delivered.

Sincerely,

******** *********
Initial Complaint
Date:05/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on May 14 2025. I never received my package. ******** states that I did receive the package on May 16, 2025. The pictures Im sending is not my apartment complex. They refuse to replace the merchandise or refund my money, Im beyond upset. Ive called and emailed them several times. The only way you can get access to my building is for someone to unlock the door. In addition I received my packages from ****** and Kohls that day with no problem.
Business Response
Date: 05/27/2025
RE: Better Business Bureau Case 23368572

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 package from order 1M7MF9C that reflects as delivered on May 16th. 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: 05/27/2025

Complaint: 23368572

I am rejecting this response because:
Not only did I talk to my bank. I also tried the shipping company you used
My bank said this is a matter that is to go through you. I believe youre well aware of that also and thats why you put for me to go through my banks, knowing that they would say that . It is your responsibility that picture is not my building. I also called ******** again on Thursday May 22 and asked to speak to a supervisor was not given a supervisor, and the claim is still being rejected because its already been rejected. I am asking for either my money back or merchandise that I paid for that I am out of. That was a birthday gift to me, and I cannot believe a business would hold merchandise from someone and keep their money. At this point, I just wanna refund. I dont trust your company anymore. I have submitted a picture telling you it is not my apartment building. Also, I have spent too many hours on this and have made myself sick from this.
Sincerely,

**** *********
Business Response
Date: 06/03/2025
RE: Better Business Bureau Case 23368572

Dear ****,

Thank you for your reply. Our records reflect order 1M7MF9C was refunded in full on May 30th, and that $63.98 refund will post to the payment method used for the order within 7-10 business days of that date, though the actual timeframe is determined by the servicer of the account.

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:05/21/2025
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.
Placed an online order but put wrong address. Contacted customer service within a couple hours and was told my order was cancelled. A few days later received a message that the order was delivered. I called again and requested a refund and was denied. They could have done more to either cancel o change the delivery address with **** I reached out to them multiple times to no avail.The address is an address I havent live in Al least 7 years.
Business Response
Date: 05/22/2025
RE: Better Business Bureau Case 23362585

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 1M78NBT. 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:05/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 7, 2025 I spent almost $400 purchasing clothes for a trip (leaving in 3 days). There were 31 items in the order. Neither package arrived, but online it says delivered. I waited an extra day or 2 and still nothing. Then, a package arrived, and when I opened it there were 22 items in size 3T and 4T (not mine). I called today and spent an hour on the phone (mostly on hold), and then was told they could redo the order but some items would need to be different colors or sizes because they were out of stock (not my problem, they are the ones that made the error). I told them that was not acceptable and that they needed to fix the problem (find those items in another store and send them to me). The supervisor that I finally spoke to refused and said I would need to stay on the line for ANOTHER hold in order for her to process a refund. I told her I do not want a refund, I want my order from 2 weeks ago; when I ordered, everything was in stock! Then she said to return the random box that was sent to me. After so much time I became angry and said I refused to return the other things until they could send me my order! After an hour I finally hung up with no resolution. I have had a credit card and been a loyal customer for decades and am disgusted by this. I leave Friday morning for a trip with nothing that I ordered! I want the $391 of items that I ordered. This is not acceptable.
Business Response
Date: 05/22/2025
RE: Better Business Bureau Case 23353743

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 one of your packages is missing and the other contained the wrong items. Please know that we do not have the ability to reship items. We have emailed you claim instructions to report the package that was not received missing. 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 package.

We have also emailed you a *** return label to mail back the incorrect items. Please allow up to 15 business days from the date you mail them back to be processed and refunded. If you would like to reorder these items, we're happy to match the promotional price paid and waive the standard shipping fee. Just call us at the number below for help placing the order. We appreciate your patience 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 Better Business Bureau
Customer Answer
Date: 05/22/2025

Complaint: 23353743

I am rejecting this response because:
That is absolutely not acceptable. I was on the phone with customer service AND a supervisor for over an hour before I hung up. That is ludicrous! She said the same. Mail things back. Wait. Reorder.
No, no, and no! I am not at fault. I spent almost $400! I got a box with someone elses order!
ALL I want is for you to send me the order I already paid for! Even if I wanted to waste time on the phone again and then re order (after wasting time repackaged everything and mailing it) MANY of my items are now sold out!
None of this is fair, none of this is acceptable business practice for such a large company! I have been a loyal customer for decades. Whybis it such a run-a-round to get you to send me the order i paid for!?
my kids and i are now going away tomorrow without any properly fitting summer clothes because my order from May 7th still isnt here and no one can rectify the situation quickly!
it is not my problem that you made a $400 error, and its not my fault that you dont have all items in stock! Im certain you can find a store with the sold out items to send me.
Also, please feel free to post this review BBB!
I want the order that I ordered. Not hard.

Sincerely,

***** ********
Business Response
Date: 06/03/2025

RE: Better Business Bureau Case 23353743

Dear *****,

Thank you for your reply! We understand how disappointing it is to receive the wrong items and have a package missing. It's never our intention to frustrate our customers. We truly do not have the ability to reship the order without a new order being placed. Once we can confirm the wrong items are in transit to the return center we'd be happy to refund the wrong items. In order to be refunded for the missing items you must submit a missing claim. We have resent the email to you so that you can report the missing items for our claim team to review. We appreciate 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: 06/04/2025

Complaint: 23353743

I am rejecting this response because: I dont care about the 2 missing items-Just refund. The order of roughly $400 is what I want. I cannot re-order it because many of the items are not available any longer! During my LENGTHY call, I was told the company would have to order, I could not. I am not interested in calling and wasting half of my day again! I just want the items I paid for! This is crazy. I was not refunded, and am probably accruing late fees on my card! Why can you not place the same order for me again? I was told that you need to calls stores to locate items that are not online and then ship them to me. So if your Supervisor was incorrect, then why are they in a supervisory position and giving wrong information. It has been a month since I placed this order. This is not a timely response!
This is a basic situation. I received a small order of 3T size clothes. I did not make this order. The order I made contained almost $400 of clothing. That is what I want. I dont want a refund on the 3T clothes....I did NOT order them! This is insane. As a long time card holder with ******** I am very disappointed and disgusted by this entire situation. I have also made sure to share all of this on Social Media. This is an unfair business practice and not at all customer friendly.

Sincerely,

***** ********
Initial Complaint
Date:05/20/2025
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 called last week on 5/14 I recieved 3 gift cards instead of refund to my original payment method and customer service told me it would be fixed within 3 days. Has this been rectified.I recieved gift cards in the amounts of: $140.26 / $38.42 / $31.28 I was told it was an issue with Happy Returns and it would be fixed within 3 days and that was 5 days ago.I cant tell what order was erroneously returned as a gift card but here are ALL the orders returned that day via happy returns: Out of these 5 returns, 3 were returned to me as gift cards and SHOULD NOT HAVE BEEN, and the problem hasnt been resolved, which is fraud, you all cannot withhold money from a customer without resolution!!!***************************************
Business Response
Date: 05/22/2025
RE: Better Business Bureau Case 23353319

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 received gift cards for multiple returns. We are aware of the issue and working to resolve it. we do see that the refunds of $54.89 for order 1M175WG and $85.36 for order 1M4QN0X were refunded back to the original forms of payment on 5/19.

We have also opened an investigation into the following orders and amounts so that they may be corrected and refunded back to the original form of payment:

1M614DS $140.26
1LT5TQ6 $38.42
1M0H7FT $31.28

Please allow up to 10 business days for the gift cards to be devalued and the refunds issued to back to your original form of payment. We appreciate your patience while we work to resolve this and for the opportunity to help.

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: 05/22/2025

Complaint: 23353319

I am rejecting this response because: when i spoke with customer service immediatly after the gift cards were issued, they told me it would be 3 business days, that was over a week ago.
Another 10 days is NOT acceptable to resolve this issue. It needs to be escalated otherwise I will be reporting this to federal institutions as well as the state attorney generals office. This is not a passive matter

Sincerely,

******* ******
Business Response
Date: 05/27/2025
RE: Better Business Bureau Case 23353319

Dear *******,

Thank you for your reply. The refund has been issued and we advise that it can take up to 10 business days but this is based on how your bank issues it to your account. If you have not received your refund, please contact your bank directly. We appreciate your understanding.

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: 05/28/2025

Complaint: 23353319

I am rejecting this response because: Refunds for ALL ORDERS have not been issued to the original payment method. Your response is not accurate and I have no confirmations as proof either.
Please resend the confirmations, to my email address ************************ and this case will remain open.
I also filed a case with the **** and my state attorney generals office for the issue

Sincerely,

******* ******

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