Business Profile

Clothing

Gap, Inc.

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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

1,171 total complaints in the last 3 years.
442 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:05/02/2025
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 returned $450 worth of items via mail. They only refunded me for 7 claiming the other items werent I. The box.
Business Response
Date: 05/07/2025
RE: Better Business Bureau Case 23278870

Dear ****,

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

Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that you did not receive the full credit for your return. We have reviewed your account and do not see an order totaling this amount. So we can look into this further, please call us at the number below or reject this response and reply with the following information:

- Order Number(s)
- Items returned
- Tracking number(s)

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:05/01/2025
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.
Ive been a customer of ******** for many many years and have spent a lot of money. Ive been experiencing problems with my ******** app for several months now I used to be able to initiate a return, get a barcode and take it to any place that accepts a happy return my last two returned within the last few months. The app automatically says no order found *** reached out to customer service via live chat and I keep getting told the problem would be fixed and they could help with a barcode 24 hours later I kept saying Im not understanding why I need to wait 24 hours for help when Im asking them for help that day. I cant seem to get a straight answer. Its extremely frustrating and it makes me not want to shop with ******** anymore because returns are no longer easy. Today I took two online purchases into the store with a toddler to return them as the app is still not fixed and I was met with a nasty employee at the **************** location who was so bothered that I was doing two online returns she wasnt wearing a name badge so I dont know who she was but she was an older woman with short Maroon spiky hair and was so unfriendly about me doing two separate online returns. Maybe if the app was working and I was able to redo returns like I normally would. I wouldnt have to encounter such an unpleasant employee to do my returns. Im writing this. Hopefully this will encourage ******** to look into the problems with the app because theyre going to lose a customer now that I have a two-year-old. I spend more money on his clothes than I do on my own and they would be losing a lot of money per year when I could shop at ******* or target and not have to deal with these headaches.
Business Response
Date: 05/07/2025
RE: Better Business Bureau Case 23272812

Dear Kali,

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 of the issues you have encountered using our mobile app. We recommend making sure your phone and the mobile are both updated to the latest version available. If you are stuff having issues, try deleting and redownloading the app. If you continue to have issues, please call us directly at ************** for additional troubleshooting. We appreciate you reaching out!

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: 23272812

I am rejecting this response because:
If updated my phone and tried deleting the app and redownloading as suggested and still the same result. See the photo I attached. I reached out through a third party as speaking with your customer service was no help and this was the only way I could somewhat get someone to care. This isnt worth shopping with ******** anymore I can use other apps and stores without the hassle and you dont seem to appreciate my business otherwise it seems.
Sincerely,

**** ****
Business Response
Date: 05/16/2025
RE: Better Business Bureau Case 23272812

Dear Kali,

Thank you for your reply. While it will be necessary to contact our team directly as previously indicated in order to troubleshoot this issue further, please be assured that we will make sure your comments are shared with our IT team. In the meantime, we hope you'll choose to shop with us via our website here, ***********************************.

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: 05/16/2025

Complaint: 23272812

I am rejecting this response because:

Sincerely,

**** ****
Initial Complaint
Date:04/30/2025
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.
The items were returned in August 2024. They were school apparel so they were returned within a year. I was told refund would be returned on original form of payment(******). After noticing I didnt receive a refund I reached out. I was told there was a specific department that deals with that. The department told me a refund was returned on 8/15/24. I called the bank with an ******** *** on the phone and it was confirmed there were no refunds from ********* The next day I received a voice mail from ******** that ****** had my refund and there is nothing they can do about it. I do not have any credits from ****** and there is no reason why they would be holding my money. Its upsetting because there is no question that the items were returned but I never received a refund and ******** didnt think it was the right thing to do.!
Business Response
Date: 05/07/2025
RE: Better Business Bureau Case 23268627

Dear Sinnedy,

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 you have not received a refund. We have reviewed your account and see that you spoke with customer relations on 1/16/25. Based on the notes from the call, ****** rejected the refund due to "REFUND TIME LIMIT EXCEEDED" and you were advised to dispute the charge with ******. While we are unable to issue a refund due to this, we still recommend partnering with ****** directly to dispute the initial charge. We appreciate you reaching out.

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: 05/20/2025

Complaint: 23268627

I am rejecting this response because:
There is no question that the items were returned and as stated I did not receive a refund from ******. If ******** cannot process the refund I should have the option to receive a gift card for the full amount or get my items returned back to me. Thank you.
Sincerely,

Sinnedy Cius
Business Response
Date: 05/22/2025
RE: Better Business Bureau Case 23268627

Dear Sinnedy,

Thank you for your reply. We've escalated the details of your refund and, as a one time courtesy, we're happy to send you an $86.97 eGift Card to thank you for your feedback in regard to this return. The eGift Card will arrive via email within 3-5 business days and can be used in store or online with any 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: 05/31/2025

Complaint: 23268627

I am rejecting this response because: The records will show the total of the returns was $95.**. It would be fair to receive a gift card in the complete amount of all item returned. Thank you.

Sincerely,

Sinnedy Cius
Initial Complaint
Date:04/30/2025
Type:Customer Service 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 clothing for my daughter from ********* that's why the emails say "**** ********". The orders state they were delivered, but there's no picture from *** and the packages weren't in mailroom. I filled claim for all the missing clothing- $93.38, and ******** declined my claim. I asked for a reason why is was denied, as I've never submitted a claim before with them, they said there is no reason, and no appeal, they are just denying my claim. Yes $93.38 doesn't seem like a lot of money, but it's on principle that I ordered a gift, it wasn't delivered, and they aren't making the situation right. I have since re-ordered all the clothing, so it's not like I was trying to get the stuff for free. I would just like to be reimbursed for the missing items. Buyers be wear.
Business Response
Date: 05/07/2025
RE: Better Business Bureau Case 23267114

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, while all of the packages reflect as delivered, you did not receive all of the items and packages from orders 1LTG3NJ and 1LS8G7D. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. If your claim was denied, we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.

Sincerely,

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

cc: The **********************
Initial Complaint
Date:04/28/2025
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 order via Gap.com on April 23, 2025 (9:56PM PDT). I had issues with the order from the start. Next-day shipping was purchased. The order was not fulfilled and shipped next day. Gap did not contact me about this. Instead they just refunded my shipping. I contacted Gap to cancel the order before it shipped. A representative said they would try to cancel it, but it may still ship. Understandable. The order finally arrived Sunday, April 27th. When I opened the order, one of the items was missing. I followed the online claim process to report a missing item. This claim was promptly denied. I called customer service to get a reason, as the email had none. The representative said there was no reason shown for the claim and that it was just denied. They then suggested I dispute the charges with my credit/debit card provider. My purchase was done via Afterpay, so this is not possible. I also did receive the other items and wouldn't want to be dishonest and say I did not get the other items or get more money back than the missing amount. I would either like the amount refunded or the item replaced. I have been a longtime customer and never had an issue like this before. To deny a claim with no reason provided is unacceptable. Picking errors happen with companies all the time. GAP **** is no exception to these errors. All I am asking is for a reasonable resolution to my claim to fix this issue with the order. I am a huge GAP fan, but dropping the ball with shipping and then an item missing, followed by a claim denial is disheartening. Do the right thing GAP, refund the cost of the item or replace it for the error that was made during the picking process.
Business Response
Date: 05/06/2025
RE: Better Business Bureau Case 23261290

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 with us, and we regret hearing that the Camo Icon Denim Jacket was missing from your order. While we are typically unable to override a denied claim, as a courtesy, we've issued the $42.69 to post to the payment method used within 7-10 business days. We've also added ***** points to your reward account with us to thank you for your feedback and for being a valued Enthusiast member with us.

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

Complaint: 23261290

I am rejecting this response because: While GAP **** refunded the money for the item they did not pack in my shipment, their response misstates the facts seen in my attachments.
In their response they stated that they, are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. This option was chosen after two attempts to resolve the issue. I submitted a claim that was denied and I called GAP ***************** The claim denial did not have a reason per the email and GAP ***************** ********************** **************** told me they could not help and advised me to dispute the transaction with my credit card company/bank. I explained to them my bank will wipe the whole transaction and not just the amount for the specific item. I wasnt trying to take advantage of that. Hence, a third party was enlisted to assist with a resolution.
GAP **** then stated, While we are typically unable to override a denied claim, as a courtesy, we've issued the $42.69 to post to the payment method used within 7-10 business days. If the claim was denied, this confirms I attempted a resolution with GAP **** which they did not accept.
I appreciate the refund as a resolution. However, GAP **** is taking the stance of the victim here when their actions pushed me to a third party.

Sincerely,

***** ******
Business Response
Date: 05/14/2025
RE: Better Business Bureau Case 23261290

Dear *****,

thank you for your reply. It's never our intention to cause frustration while shopping with us, and we will absolutely make sure your feedback regarding this process is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we really appreciate your help in this way as well as your time and understanding!

Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.

Sincerely,

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

cc: The **********************
Initial Complaint
Date:04/28/2025
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.
Order was not delivered to my home as indicated, but to another home not near mine according to proof of delivery photo from Lasership courier. I asked for a refund from customer service since I've already been charged and they said I have to wait 3 days to request a refund, which is nonsense because I've already been charged. Please refund my money.
Business Response
Date: 04/30/2025
RE: Better Business Bureau Case 23261104

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 1M1K8XP. 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: 04/30/2025

Complaint: 23261104

I am rejecting this response because I have already spoken with customer service and they said they are unable to assist me because a wait period is required. Also, I shouldnt have to ask my bank to reverse a charge. The merchant should issue the refund.
Initial Complaint
Date:04/27/2025
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.
Good day I really want to complain about the lack of quality in alot of the items I have purchased **** times we realize how bad the quality is after the 30 days return period as a continuing customer for the last few years I am so torn is completely stop shopping here to avoid the huge inconvenience of returning items.With that being said,,I have sometimes that I no longer want bse of the lack of quality and longevity. I need assistance in resolving this.
Business Response
Date: 04/29/2025
RE: Better Business Bureau Case 23256329

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 always want our customers to enjoy their purchases with us and regret hearing of your disappointment with some of the items purchased in the past with us. We stand behind the quality of our merchandise and will accept an item for return, even if it has been washed and/or worn, if it is found to be defective. To receive a defective item evaluation by a store manager, you can visit one of the ******** store locations near you, found here, **********************. If the manager has any questions, they may contact our offices, Monday through Saturday, at the phone number below with your case number, ********, and we'll be happy to help with the evaluation.

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: 04/30/2025

Complaint: 23256329

I am rejecting this response because, I made the effort to personally call ******** last week in regards to my frustration with their response. I was told I could not return the items. I prefer they get intouch with me personally, otherwise I stand a chance of receiving the same disappointing response.

Sincerely,

****** *******
Business Response
Date: 05/07/2025
RE: Better Business Bureau Case 23256329

Dear ******,

Thank you for your reply! We have reviewed your account further and see that you were sent a free return shipping label to mail the item in for a defective item evaluation. This is the best option available at this time and we hope you will mail them back to be evaluated. Please allow up to 15 business days from the date you mail them back for them to be evaluated. We have documented your experience and appreciate your understanding.

Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.

Sincerely,

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

cc: The **********************
Customer Answer
Date: 05/08/2025
Better Business Bureau:

I did utilize the return label and sent the items back.

Sincerely,

****** *******
Initial Complaint
Date:04/27/2025
Type:Customer Service 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.
Within the last two weeks I purchased several Summer items for my daughter at the ******** in ***************** in **********, **. I noticed a security sensor was left on one of the items, there I would have to return to ******** to have the sensor removed. Me returning to ******** was an inconvenience for me and required me to utilize my gas and time. Once I returned to ******** I explained that this was an inconvenience and asked if could receive a 10% discount on my next purchase. The sales person was rude and told me there is nothing we can do. ******** did not perform their job correctly and it cost me my time to return the item and get the sensor removed, gas and additional time to contact the BBB. I am a Gap Card holder, which can be utilized at ********, this is unacceptable.
Business Response
Date: 04/29/2025
RE: Better Business Bureau Case 23255551

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 that a sensor was not removed from one of the items purchased during your recent visit to our ********************** store location. We do expect our team to ensure that each customer is provided with friendly and thorough service, and we will be sure that the details you've provided are shared with the store's leadership team. We have added ***** points to your reward account with us to thank you for your feedback. The points are available for use in our stores or online with any 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: 04/30/2025
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:04/26/2025
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 April 18th I made a purchase for $219.81, I also paid $17 for 2/3 day shipping. The package "shipped" via lasership promptly that day, however it did not move. Said it was delayed that evening, but would be here no later than the 23rd of April. It is now the 26th, it has been paid and interest added and NO products. I contacted Gap three times and The first ********* stated I needed to wait two more days to file a claim. I waited the two days and filed the claim and still nothing. It is still charged on my account and still not merchandise. I have the money tied up and was told "just reorder it" well, I have already paid for items not recieved and I had the 40% off site and an extra 15% off, not to mention several items are now out of stock. I asked to be refunded and if they could honor the code, or give me a discount code to offset the "new" pricing" they said to order the new products and they will waive the expedited shipping, but they do not give discount codes out. So, I asked how can I get the items I ordered at the same price and they said "just wait" and see if Lasership/****** delivers it. I contacted Laser ship and they stated this,"I'm very sorry and appreciate you taking the time to work with me on this. ****** has not yet received the package. As the package is not currently within ******'s possession, we kindly advise you to reach out to your seller for an update regarding the status of this shipment"So, now Gap has my money tied up, the prices are higher, no product, and Gap just keeps saying to wait and see. I am flexible and understand that if they can not honor the price, or give the same discount, or any discount for that matter, but to take money from a family and blame the shipping company when when you click on tracking it state that they are still waiting on the package. It is 12 items, so it isn't a small package. Just feel frustrated about the Gap taking money from me and not even trying to refund the money or fix this.
Business Response
Date: 04/29/2025
RE: Better Business Bureau Case 23253259

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 regret hearing this was not your experience with one of the packages from your recent order, 1LTFLFV. While we regret any disappointment encountered, we are relieved to see that the express shipping fee and missing package were refunded, and those $17 and $127.40 refunds will post to the payment method used for the order within 5-7 business days.

If you choose to reorder any of the items with Express shipping selected at checkout and then give us a call or chat with us with the new and original order numbers along with the email address used to shop with us, we'll be happy to remove the shipping fee and adjust the pricing to match the original amounts paid before points were applied as those were returned to your reward account with the refund.

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: 05/06/2025

Complaint: 23253259

I am rejecting this response because: After the items still sitting at the Gap facility and fighting for my money back, they did refund the money. This was not on the shipping company, they showed that Gap never gave them the merchandise, only submitted a ticket. They never had the products in hand. I did call, I did replace the same order and had to switch some stuff up because it was out of stock. I called back per what I was told that they would price match and refund the shipping cost (for expedited shipping). I am now waiting on one item which is not a huge deal, but the issue is I called and they said they already refunded the shipping when I made the return. I explained that this was the new order since Gap misplaced the order and never sent it to the shipper. I also gave them the reference number and both order numbers. I felt so horrible because I was getting so frustrated after 20 mins. I do not get frustrated and I ended up just saying forget it. He finally said he would do a courtesy of waving the shipping (new shipping), but they already refunded the items. I gave up. I checked my Gap charge and there is no credit on the account still for the new shipping. I do understand it can sometimes take up to 3-5 business days and it has only been 3, so I will keep and eye on that, but not hopeful.
I have not received any emails or correspondence from Gap, nor did I get any email confirmations that the representative did in fact refund the shipping. I did try and use the ***** to resolve this prior to the BBB. I know the original email said "you felt the need to reach out to a third party" I did so because the three times I tried to call about money being charged and no shipment nothing was fixed. If you click on the original tracking it shows on April 19th it was shipped via ontrac. At this point it still states "still calculating" and when you go to the ontrac site, it states "The package data was sent to ******, but we have yet to receive the package from the sender" I understand that they did finally refund the money for that after 7 days of the last shipping update, but this was not a return and the representatives kept saying it was. At this point I am afraid to order online with them for fear something is ever wrong. Having 6 daughters we order a ton and have since I worked at the gap back in college. Kindness can go a long way and this did not have to end up making people feel bad.
I do feel awful about how this transpired and did not mean to make the representative who replied so upset. Just wish they understood how hard people work for their money and no matter if it is $200 or $2 it should still be taken serious. My Gap card billing cycle closed prior to this even getting fixed, but I just let it go.

Sincerely,

***** *****
Business Response
Date: 05/13/2025
RE: Better Business Bureau Case 23253259

Dear *****,

Thank you for your reply. We have documented your feedback to share with leadership and we're so sorry for your experience. We have reviewed your new order and do see the shipping charge was refunded on 5/3, and can take up to 10 business days to be posted to your account. While we do not send email confirmations for refunding shipping charges, you will be able to see that the shipping fee was removed by visiting your order history in your online 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 **************. 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:04/25/2025
Type:Delivery 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.
On April 17th I placed order 1LT907C for (3) Maternity clothing pieces. I received a package on April 24th with only a pair of shoes in it, that I never ordered or are even anywhere near my size. I checked my email and it said that was my delivery of maternity clothing which it was obviously not. I attempted to initiate a customer service order online but it was unavailable for shipping issues, go figure. After I called the number as directed, the support tech told me they would send me a shipping label to return the shoes that I incorrectly received and UPON the warehouse receiving the return, ONLY THEN will they issue my refund and then reach back out to me to re-order my original order. This was not a mistake caused by me, this was a blatant oversight by ******** by shipping the wrong products. There is absolutely no reason that I as the innocent consumer who was already inconvenienced, should be inconvenienced further by waiting and returning shoes that are a fraction of the cost of what I spent on the correct clothing to begin with. This is a horrible policy and I have no interest in re-purchasing clothes I ordered the right way the first time. My refund should be issued immediately and ******** needs to take responsibility for their mistake.
Business Response
Date: 04/29/2025
RE: Better Business Bureau Case 23251388

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 always want customers to receive accurate orders and we're sorry this wasn't your experience with order 1LT907C. While we typically need the incorrect item(s) back before issuing a refund for the missing items, we're happy to process a refund for the order now as a courtesy and, we just ask that, at your convenience, you use the prepaid shipping label that we've emailed to you this morning to send the incorrect item back in to us. The $55.41 refund for the order will post to your **** ending in 8025 within 7-10 business days.

As we're truly not able to ship again from the order, if you'd still like the items, feel free to place a new order with standard shipping selected at checkout and then give us a call or chat with us from here, **********************, with your original and new order numbers along with the email address used to shop and we'll be happy to remove the shipping fee and adjust the pricing to make sure you get the same great deals. We've also added 500 points to your reward account to thank you for your feedback and for being a valued reward member with us!

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: 04/29/2025
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,

**** *****

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