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.

  140 Towne Center Cir Sanford, FL 32771-7408

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  Gap, Inc.

  620 Coronado Center NE Albuquerque, NM 87110

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  Gap, Inc.

  648-3147 Douglas St Victoria, BC V8Z 6E3

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  Gap, Inc.

  8016 156th Ave Howard Beach, NY 11414-2305

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:05/17/2025

  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 bought a dress shipped overnight, when the dress didnt arrive overnight they refunded the shipping, but since it was supposed to arrive to a hotel and it came too late we couldnt retrieve it. Or wad returned to sender, so they got it back but wouldnt refund the item. I submitted a claim for review but they still wouldnt not refund an item that they got back unopened, that was only returned because they didnt fulfill the shilling speed.

  Business Response

  Date: 05/20/2025

  RE: Better Business Bureau Case 23343571
  
  
  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 your package did not arrive when expected and your claim was denied. Since your package is confirmed as returned to sender, we have issued a refund in the amount of $39.00. Please allow up to 10 business days for the refund to be posted to your account. 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 **********************
   
  
  

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  Thank you. Yes, I was surprised the claim was denied too, when it was what should have happened automatically. Thank you for making it right. I am satisfied with the resolution.

   

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

• Initial Complaint

  Date:05/15/2025

  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.

  Order 1M3JP16. Like unbelievable . My first time ordering from ******** and my last. everything that could go wrong went wrong with my order and the worst part is that no one from their co tried to really help me or reimburse me for my losses, so first I ordered two items. The jeans arrived. poor quality.the shirt was running late. I started a return on bothbwhile waiting fir the shirt. After 2 weeks of waiting I called and was told that it got lost and I will receive a refund And whats interesting is that they told me that the case will be open and it will take a while for my refund but I received a refund for the T-shirt so i had to shlep to *** store now bc i was told they dont do labels only bar codes. I was told that its called happy returns. I had to go to ********* from ********** because there are no stores around where I live when I came the *** told me I shouldve never packed it inside so he opened and scanned the jeans and he told me that there should be a second item thats when even more struggle started. I was on my way to my class. I was in a rush , huge line there and I said I dont have time and he said theres nothing he can do so I needed to call so when I called a very sleepy lady, not really nice told me that I am now I dont have a choice. I have to return bowls I said one of those refounded I had to explain to her several times until she understood what happened and then she said that their only way she can do is give me a label and I have to print it now Im asking the *** at the *** and he says I Have to pay for that label five dollars so the lady on the phone was telling me that theres nothing she can do so I had to pay five dollars for that label and I want a refund of five dollars and I want a full refund for my jeans and I also need compensation for all my time because I got I was late for my class, because this whole ordeal took extra half hour at the store and ruin my day and ruin my plans

  Business Response

  Date: 05/21/2025

  RE: Better Business Bureau Case 23333397
  
  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 had a missing item and difficulty making your return. We have reviewed your account and see a refund of $6.97 was issued on 5/11 and another refund of $44.00 was issued on 5/20. Please allow up to 10 business days for these refunds to post back to your account. To thank you for your feedback, we have added ***** points to your rewards account. They are available for immediate use. 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: 05/22/2025

   
  Complaint: 23333397
  
  I am rejecting this response because:
  Obvioisly whoever responded didnt read my complain because i wrote i was charged shipping label printing because the printless code wasntvworking and i demand my money back 5$ and i dont want points . I will write to the GAP CEO today and also add a complain that my bbb complain was ignored and not read properly. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/15/2025

  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 returned a total of 11 items via *** on 05/14/25 using the Happy Return system to receive an advance refund to my original form of payment on my Gap credit card. I received an email that my returns were approved but I wish issued merchandise e refunds in the amounts of *****, ***** and ***** for a grand total of ******. I immediately called ******** to report this and was told that there was an issue with the system and that this happened to other customers. I was told to wait and they will send an email to the escalation department. I called again to see the status of this later in the day and still no timeline or exact details could be provided. I asked to have the refund issued immediately due to it being their mistake and was denied. I called again on 05/15/25 and spoke to someone who did not even ask me my name or order number but told me "Sorry there's nothing that we can do, once the gift card was issued, that is your refund" I told this man that he is mistaken and he said he knows what he is talking about. I would like my refund for ****** immediately issued to my gapcard. I have been a Gap card holder for over 20 years and expect better service. This is an unacceptable to treat customers like this when it is a mistake on the company's end.

  Business Response

  Date: 05/21/2025

  RE: Better Business Bureau Case 23332130 
  
  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 the refunds from your return were issued in the form of E-Gift cards. Our tech team is working to resolve and correct this. You will see those gift cards devalued and a refund posted back to the original form of payment within 10 business days. We can confirm that this was completed on 5/20 in the amounts of $68.76, $46.74, and $46.73 for a total of $162.23. Thank you for reaching out and we appreciate your patience while we work to resolve 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: 05/21/2025

  Better Business Bureau:
  

  Unfortunately, this was only resolved due to my complaint. I expect better customer service for an error on their end. 
  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:05/13/2025

  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.

  This complaint is about my recent experience of requesting a price adjustment. My order number is 1M3J169. I purchased a sweatshirt for $18.49 (SoComfy Oversized Tunic Sweatshirt, size: XS Petite, color: Medium ******* ****). It was delivered on 5/6/2025. Today (5/13/2025), the same sweatshirt (same size and color) is selling for $14.49 . I attached a screenshot showing the lower price today.I contacted ********s customer service through chat today (5/13/2025) and requested a price adjustment of $4. The chat associate informed me that he could not do a price adjustment because I used ******** points when I made the purchase. My final payment showed up as $2.49 on his end because I used $16 worth of ******** points. I think it is unfair that using ******** points is treated like using a promo discount and as a result I cannot get a price adjustment.

  Business Response

  Date: 05/16/2025

  RE: Better Business Bureau Case 23326286
   
   
  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 regret hearing of your disappointment with our price adjustment policy. We're happy to offer a one-time price adjustment to purchases within 14 days of the purchase date if items reduce in price, however items that are marked as final sale or already have promotions applied would not qualify for an adjustment. Here's a link to the policy for your convenience:  **********************. We will be sure that your feedback is shared with the appropriate leadership team responsible for overseeing our policies and, while we're unable to adjust the order, we've added 400 points ($4) to your reward account to thank you for your feedback. 
  
  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:05/12/2025

  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 am a loyal Gap/******** customer and have had issues within the past 4-5 months with missing packages and items not received. I did not receive a package at the end of February with three items of kids clothing and filed a claim through Gap. My claim was denied with no explanation and my subsequent emails to them were not replied to. It was $33 and some odd change so I let it go and figured it was a one off issue. Fast forward to a few days ago when I received a package and this time, two items (boys t shirts) that show as having been shipped werent included in my package. I promptly filed a claim and was again denied with no explanation. I spend a lot of money at Gap and ******** and am so put off by their handling of missing items/packages and inability to deal with these issues in a way that makes any type of sense. When I called to inquire about why I was again denied, I was told they go by weight of packages and photos from carriers. So input of the customer who paid for these items and didnt receive what they paid for is not taken into account at all? This is unacceptable, especially when you can look at my customer history and see that up until this year I have filed no claims or had any issues and as *** said, I spend a good amount of money at these retailers. Terrible policy and customer service! I will rethink purchasing from Gap and ******** in the future because of these issues. I would like a refund for the order 1L6CMRF which was NEVER RECIEVED earlier this year. I should also note that there was no photo taken by the carrier so verifying that a delivery even occurred seems pretty impossible to me. How you can rely on the weight of a package to confirm a delivery occurred is ridiculous.

  Business Response

  Date: 05/16/2025

  RE: Better Business Bureau Case 23319166
  
  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 have missing items. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-GAP-STYLE ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23319166
  
  I am rejecting this response because: I did reach out to your customer service and was told there was nothing they could do about my missing order from earlier this year, I was also told I would receive a refund for my two recent missing items and at last check I am still waiting for that to happen.

  Your response is a copy and paste to many clients, as I can see from reading many of the negative experiences other customers have had with your company. Your company cant even be bothered to respond to customers with any type of personal care, which is really upsetting seeing as so many of us spend a lot of money with your company and clearly just want to receive a bit of actual customer service and real solutions to problems weve had with you all.

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

  Business Response

  Date: 05/22/2025

  RE: Better Business Bureau Case 23319166
  
  Dear ********,
  
  Thank you for your reply. We truly do need you to dispute the charge with your bank for any items not received. It's never our intention to cause frustration while shopping with us, and we will absolutely make sure your feedback regarding this process is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we really appreciate your help in this way as well as your time and understanding! 
  
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-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: 23319166
  
  I am rejecting this response because: I am not disputing a small charge with my *** NAVY credit card issuer. I was told by one of your representatives over the phone that I would receive a refund for the two missing boys t-shirts that were never received from my most recent GAP order. Stand by what your representatives convey over their phone calls. The phone call was on May 12, 2025. Please pull the call because I know theyre recorded, and refund me for the two t shirts I NEVER received. This is absolutely ridiculous at this point.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:05/10/2025

  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 placed two orders with banana republic factory. Both orders were delivered on 6/10/2026, However my package was stolen.. I called customer service to let them know only to be told that I have to either call the police, wait three days to file a claim or contact my bank. I was transferred by the representative to the bank and the bank representative told me that they do not handle those types of complaint I was then transferred back to a banana republic representative, That representative told me I had to wait until the next day to file a claim and he sent me a link to do so. All this back and forth even though I have the video of the person coming into my yard and taking the packages. This is truly unacceptable and I would like someone to look into this issue so that I can get a refund due to package not left in a secure place. Thanking you in advance.

  Business Response

  Date: 05/16/2025

  RE: Better Business Bureau Case 23314379
   
   
  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 that you did not receive the packages reflected as delivered for orders 1M5J2GN and 1M5VSQW. While we certainly apologize for any frustration encountered, we are glad to see that both orders were refunded in full on May 14th. Those refunds of $120 and $45 will post to the payment method used for the orders within 7-10 business days of that refund date. 
  
  If you would like to reorder the items, we'll be happy to honor the original promotional prices paid and just ask that you give us call or chat with us with the original and new order numbers along with the email address used to shop with us so that we can make the necessary adjustments. 
   
  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:05/09/2025

  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.

  Ordered some shorts for my son (order #1M2STS4). The item has not arrived. I tried to call their customer service but it is outsourced to a country that does not read or speak English I tried to use their chat which is also outsourced to the same country it doesn't read or speak English I was able to get no help or assistance in any way shape or form. I've emailed the corporate office and have gotten zero response. I either want the item or a refund one or the other I don't really care I will no longer ever be doing business with ******** or Gap again because of the way they treat customers.

  Business Response

  Date: 05/14/2025

  RE: Better Business Bureau Case 23309532
  
  
  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 your order has not arrived. We have reviewed your recent chats with us and are concerned that you were unable to get a resolution. Please know that we are required to verify customer information and when refusing to verify these details, the agent cannot access your account to assist you.
  
  We have emailed you claim instructions to report the item missing for our claim department to review, Please allow up to 24 hours for the email to arrive. Just follow the directions in the email and allow 2-3 business days to hear back about the missing item. If the claim is approved you be refunded for the missing item. If you would like to reorder the item, we'd be happy to honor the promotional price paid and waive the standard shipping fee. Just call us at the number below to place your 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 Better Business Bureau

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23309532
  
  I am rejecting this response because:

  They finally after over a week and a half emailed me a cut and paste response because nobody there speaks English and the link they sent me did not work when I emailed them back I got yet another cut and paste response with another link that did not work
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/20/2025

  RE: Better Business Bureau Case 23309532
  
  
  Dear ******,
  
  Thank you for your reply. Your claim was approved and refunded on 5/15 in the amount of $19.43. Please allow up to 10 business days for the refund to be posted back to your account. 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  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: 05/20/2025

   
  Complaint: 23309532
  
  I am rejecting this response because: none of this is true because I have not gotten refund yet I have not gotten the item yet I had to argue and fight to get them to even refund me. The Outsource everything to a country it does not speak English and when I got someone who did I got nothing but an attitude this response they sent to the BBB was just a poorly cut and paste response
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/09/2025

  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.

  Placed an order at 7am today may 9 For no apparent reason my order was cancelled, then customer service said they couldn't tell me why my order was canceled either What kind of security / risk issue could be identified then NOT told to the customer affected I'd like to see an additional discount for the inconvenience of an issue that cannot be explained by security nor customer service

  Business Response

  Date: 05/13/2025

  RE: Better Business Bureau Case 23308330
  
  Dear *******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Athleta, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear your order was cancelled. Please call us at ************** and ask to speak with our customer research department. Our customer research department is available 8:30 am - 9 pm (ET) Monday through Friday and 10 am - 6 pm (ET) on Saturday. They will be able to provide you with more information about why your order was canceled and help you ensure future orders are successful. 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-877-3ATHLETA ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   

• Initial Complaint

  Date:05/08/2025

  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 am writing to formally file a complaint regarding a recent Banana Republic order that I placed on May 1, 2025. The order was marked as shipped on May 2 and listed as delivered on May 3 via **** However, I never received the package, and after contacting **** they confirmed that they are unable to locate the shipment.I immediately contacted Banana Republic customer service and followed all necessary steps to report the missing item. Despite *** being unable to confirm delivery and my clear documentation, Banana Republic refused to refund me or send a replacement. Instead, I was told to go back online and place a new order, which is unacceptable.I have paid for goods that I did not receive, and Banana Republic has chosen not to take accountability for the failed delivery. This response lacks basic customer care and violates consumer protection standards. I am now seeking the following resolution:1.A full refund for the lost order, or 2.A replacement shipment of the original items at no additional cost.If Banana Republic cannot resolve this promptly, I will proceed with disputes through my payment provider, file additional complaints with the Better Business Bureau and the ************************, and share this experience publicly if needed.I request a resolution within 7 business days from the date of this ********** order number is 1M3QJLQ under my email ******************* I paid by using afterpay also did not try to resolve the issue their answer was there nothing we can do about it. And they are billing me for this order.

  Business Response

  Date: 05/13/2025

  RE: Better Business Bureau Case 23306295
  
  
  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 your order 1M3QJLQ. 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:05/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order from ******** on April 6, 2025. I ordered 6 items and they were all shipped in multiple packages. On April 29, 2025 I still had not received one of packages so I chatted with an ******** associate online and filed a claim. On April 30, 2025 my package actually came. According to the shipping notice, my package was supposed to have 4 items but I only received 2 of the items. 2 items were missing (both items amount to $32). Because of this, I called Off Navys claim department and spoke with someone named ****** and was told that the next course of action to get my money back was to dispute with my bank. I paid this order using ****** so I first went to ****** and filed a claim. However, ****** denied me and said that ******** sent them a tracking number that shows my package was delivered. Yes, the package was delivered but I am still missing TWO items from it. Ive attached and circled the 2 missing items as well as the conversation I had with the online agent for ******** as well as ******* email denying my claim.

  Business Response

  Date: 05/14/2025

  RE: Better Business Bureau Case 23303966
  
  
  Dear Dianella,
  
  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 order1LQ3498 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.  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 **********************