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

• 

  The Gap

  10000 Coors Bypass NW Ste 3003 Albuquerque, NM 87114-4040

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  Gap Inc.

  7000 Arundel Mills Cir Ste 449 Hanover, MD 21076-1380

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:05/08/2025

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

• Initial Complaint

  Date:05/08/2025

  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.

  4/11/2025 I ordered a pair of ******** jeans that was supposed to be delivered to me by the 18th of April this is now the 7th of May and I still don't have the jeans that I paid $ 22 for I want some results of some kind.

  Business Response

  Date: 05/13/2025

  RE: Better Business Bureau Case 23300807
  
  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 have not received your order. We see that a claim was submitted on 5/8 for the missing order and a refund of $22.00 was issued. Please allow up to 10 business days for the refund to post back to your account. If you would like to reorder the jeans, we'd be happy to make 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 **********************
   
  
  

• Initial Complaint

  Date:05/06/2025

  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 received order 1M3PGQV on 5/5/25. I ordered 4 total items, and 1 item - the Getaway Linen Blend tee was missing. I immediatly contacted *******'s customer service, and was told I would need to file a complain. I completed the requested request form, and on 5/6/25 I was sent an email that said they determined I would not be refunded or receive a replacement for the missing item. I am extremely unhappy, as a customer who shops at ******* frequently and is an Icon member. They have lost my business, and I would like a refund for the item they did not send me.

  Business Response

  Date: 05/13/2025

  RE: Better Business Bureau Case 23295487
  
  
  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. 
  
  We want all our customers to be satisfied with their purchases from Athleta, and we're sorry to hear that you never received all of your items from order 1M3PGQV. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-877-3ATHLETA ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23295487
  
  I am rejecting this response because:
  

  I have already contacted the provided phone number, and was told that they could provide no further details as to why the claim was rejected. Again, I paid for an item that Athleta never sent to me. I should not have to do a charge back with my credit card company. Your company should provide the item that I paid for.This is fraudulent.

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

  Business Response

  Date: 05/16/2025

  RE: Better Business Bureau Case 23295487
  
  
  Dear ******,
  
  Thank you for your reply. We recognize that this process may not be ideal for all customers, and we will also make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we appreciate your help and understanding in this. To complete a more thorough investigation, we truly do need to have you file a dispute with your bank for any items you did not receive.
  
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-877-3ATHLETA ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 05/16/2025

  Better Business Bureau:
  
  After contacting Athleta 3 separate times, I was finally able to reach someone who would process the refund for the missing item. 

   

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

• Initial Complaint

  Date:05/06/2025

  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.

  On 4-28-25 I placed two orders of clothing for my children to my mothers house. My daughter was in the hospital for bacterial pneumonia with pleural effusion. I had emergently dropped my son off at my moms to take my daughter to the ** and he didnt have clothes. It ended up turning into an admission (still admitted now at ********************). It said theyd be delivered by May 5th. It wasnt ideal but since my daughter was in isolation I didnt want to risk sending my mom to my house and I certainly wasnt leaving my childs side. My daughter said she wanted some things too and I ended up placing a second order. Some how one ended up addressed to my moms and the other defaulted to my address. Its been a headache ever since. Each order was separated into multiple shipments. Two single items were mailed out to my house that I assume are in my mailbox but the mass majority of the order (14 items) never shipped. A label was created but they were never picked up. I expressed to your social media team how much I needed them and still they havent shipped. Then today, they cancelled my order!! Then my daughters order was separated into two shipments, one a single pair of sweatpants was delivered and the other is marked delivered but never was. A picture of someone elses door is displayed as proof of delivery. I dont know what else to do. I was able to order my daughter items from ****** straight to the hospital to appease her but my son still needed his order. She cant wear anything but it was good for her morale. Shes been inpatient for 9 days and they transferred us to ********** Saturday. Its bad. I dont understand why they simply didnt regenerate my sons clothes and express ship them out once they realized the label was printed April 30th and still hadnt left the facility as of May 6th. Theres also conflicting information provided. I was told *** had it but *** said they never picked it up. Regardless I never received it . order 1M2W1S5 and 1M2W1H3

  Business Response

  Date: 05/14/2025

  RE: Better Business Bureau Case 23293153
  
  
  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're truly sorry this has not been your experience with recent orders, 1M2W1H3 and 1M2W1S5. We are glad to see that the items not received from the two orders were refunded, with $151.61 and $5.35 credits issued from order 1M2W1S5 on May 6th and May 8th, and $82.17 was issued May 10th for order 1M2W1H3 due to the tracking details reflected no movement after the package was prepared for shipment. While we never want to cause any inconvenience, as a system restriction prevents us from shipping again from orders, if you'd still like the items, it will be necessary to place a new order with standard shipping selected at checkout and then give us a call or chat with us from our customer service page here, **********************, with the original and new order numbers along with the email address used to shop with us, so that we can remove the shipping fee from the new order and adjust the pricing to ensure you get the same great deals.  
  
  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:05/05/2025

  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.

  Purchased items as Easter gifts for family members. Purchased 6 weeks before Easter to assure I had all I needed before stock ran out. After Easter went to return some items but was told ******** has only a 30 day return policy. Asked as a courtesy if I 30 day deadline could be extended due to fact that items were purchased as holiday gifts (exceptions are made like that for Christmas) not only could the representative not refund me but could not even get store credit. I reached out to an administrative employee but no one has answered my emails.

  Business Response

  Date: 05/13/2025

  RE: Better Business Bureau Case 23290966
   
   
  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 of the difficulty you encountered with the return request for your order, 1LF5C84. We're glad to see that we were able to make a courtesy exception to allow you to make the return past the 30-day return timeframe and that a prepaid mailing label was emailed to you. We process return packages within 30 days of date the package is mailed to us, and we'll email you the details once completed. 
   
  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:05/05/2025

  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 placed an order on April 5, 2025. The order was broken down into two shipments. The first shipment (tracking# 1ZF103Y80349479455) included one item and it was an item that I had ordered. The second shipment (tracking# 1ZA5T3600385548993) was completely wrong. The remaining *************************************** the package. Instead it included 7 items that I had not ordered. I contacted customer service on 4/15/2025 and explained that the 2nd shipment was completely wrong. The customer service representative did not ask me what the incorrect items were but explained that I would have to return the items and that I would get the refund once the items were inspected at the warehouse. I was sent a return label that I used to send the incorrect items back. The return was received by the warehouse on 4/22/2025 per tracking# 1ZY275X79075409096. I chatted with a representative on 4/29/2025 and was told to wait until 5/6/2025. I chatted with a representative today (5/5/2025) who said they would escalate my order because I was still waiting on the refund. This evening I received an email there is no record of the items that I should have received but all they need to do is look at the order and the tracking number that I've provided. All I want is to stop being passed around to various departments and to have my money refunded. I will never order online from this website again.

  Business Response

  Date: 05/10/2025

  RE: Better Business Bureau Case 23290902
   
   
  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 truly sorry this was not your experience with order 1LPP7W1. We are glad to see that the $119.17 refund was issued to the payment method used for the order on May 7th and will post within 7-10 business days. We have also added ***** points to your reward account with us to thank you for your feedback.
  
  If you choose to reorder any of the items with standard shipping selected at checkout and then give us a call or chat with us with the original and new order numbers and email address used to shop with us and we'll be happy to remove the shipping fee and adjust the pricing to make sure you get the same great discounts on the new order.
   
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 05/10/2025

  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:05/04/2025

  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.

  My order was missing half the items in the order. I called customer services and was submitted twice to an order review. The review did not provide any rationale or follow up for why I could not receive a replacement items or refund. This gives the consumer no recourse and ******** could theoretically partially fulfill orders, take the customers money, and leave them without their order. This was not a large amount of money, however I was strongly bothered by their lack of response to multiple requests to resolve the matter.

  Business Response

  Date: 05/08/2025

  RE: Better Business Bureau Case 23285013
  
  
  Dear Lucky,
  
  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 1LNBT68. 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: 05/09/2025

   
  Complaint: 23285013
  
  I am rejecting this response because: I did call their customer service that ************************ me to the portal to submit a request for missing items. I had asked someone reach out to speak with me, not send another email.

  Is it standard process to make customers file a claim with the credit card used for unfulfilled purchases? If, so I may do that. 

  
  Sincerely,
  
  Lucky ******

  Business Response

  Date: 05/16/2025

  RE: Better Business Bureau Case 23285013
  
  
  Dear Lucky,
  
  Thank you for your reply. We recognize that this process may not be ideal for all customers, and we will also make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we appreciate your help and understanding in this. To complete a more thorough investigation, we truly do need to have you file a dispute with your bank for any items you did not receive.
  
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 05/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I am tired of GAPs generic responses, however this has taken too much of my time to be asked to reach out to another party. GAP still has not acknowledged the fraudulent nature of their behavior and not providing criteria for their review process.

  I am satisfied with BBBs facilitation of the resolution to get GAP to not autogenerate a response. 

  
  Sincerely,
  
  Lucky ******

• Initial Complaint

  Date:05/02/2025

  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.

  Details:I placed an order with ******** and received a package with a missing item. I reported it immediately through their customer service chat. Despite providing all necessary information and communicating respectfully, my claim for a refund was denied without a clear explanation. I was told the decision was based on a sophisticated process but was not provided any transparency or evidence regarding how my claim was assessed.Throughout the chat, I was repeatedly redirected to call a phone number, even though I requested an email or written resolution. Additionally, I was referred to by the wrong name, raising concerns about how carefully my claim was reviewed.I no longer need the item at this point, I am simply requesting a refund for the item I paid for but never received. The company's refusal to assist me or escalate the issue is unacceptable.Desired Resolution:A full refund for the missing item.

  Customer Answer

  Date: 05/06/2025

  Id like to update my complaint to note that the issue has since been resolved a refund was issued after my husband was able to speak with someone by phone. Im thankful the company ultimately honored the refund and addressed the missing item.

  However, I want to express concern about the experience leading up to the resolution. I reached out multiple times via customer service chat and was dismissed, **************************, and denied help including being referred to by the wrong name and told that the decision was final. Only when my husband intervened and made a phone call did someone take the situation seriously and resolve it.

  Its disheartening to feel that my own voice wasnt enough to be treated fairly. I hope ******** will evaluate how their customer service teams are trained and empowered to better assist all customers especially those who seek resolution in good faith.

  Thank you for your time and for helping bring closure to this issue.

• Initial Complaint

  Date:05/02/2025

  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 have a recent order that has never arrived. Every time I try to file a claim, the expected delivery date keeps getting pushed back. I submitted a claim on April 30, and the link said it would be delivered by May 1. I tried again on May 1, and it then said May 2. I tried to submit claim on May 2nd, it says the expcted day is May 3rd... so on and so forth, the expected delievery date is "tomorrow", so i can never submit the claim, because GAP will always put the delivery date to tomorrow and tell me to wait. The claim portal always updates the expected delivery to tomorrow, which makes it feel like Ill never actually receive the package or a refund.Have tried to contact customer service chating online and call, no one helped me to resolve the problem, JUST told me wait three days from today. The website says the package was delivered on Apr. 30, 2025, the agent told me to wait 3 days. i tried to submit claim 3 days after, the expected date will be also 3 days after. i CONTACT agent and the agent told me to wait 3 days after. Well, tomorrow never comes.

  Business Response

  Date: 05/07/2025

  RE: Better Business Bureau Case 23279485
  
  
  Dear Sha,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Gap Factory, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear about your missing package and experience filing a claim. We have reviewed your order and see a refund was issued on 5/3 in the amount of $25.27. Please allow up to 10 business days for the refund to be posted to your account. 
  
  It's never our intention to cause frustration while shopping with us, and we will absolutely make sure your feedback regarding this process is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we really appreciate your help in this way as well as your time and understanding! 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-844-GFS-ONLINE ***************).  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 **********************