ComplaintsforGap, Inc.

• Initial Complaint

  11/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear *** or Madame,In mid-September I ******** a *************** from Banana Republic. The receipt can be viewed in my loyalty account, as the phone number listed in this complaint is registered.Between the hurricanes and other personal matters, I was unable to return to the store for a price adjustment. At this point the garment is in unworn condition, with its original tags.Would you accept it as a return for a store credit or simply issue a credit for the purchase price and the current one?Thank you.

  Business response

  11/16/2024

  RE: Better Business Bureau Case ********
  
  
  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're sorry to hear that you were unable to get into the store for a price adjustment. Please know that price adjustments can only be made within 14 days of the purchase date and returns can only be made within 30 days. While we are unable to over-rule any store decision, we recommend partnering with your local store directly for any extensions to return policy related to the hurricane. We 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 response

  11/16/2024

  Better Business Bureau:
  
  Another associate, by the name of ********, reached out and resolved the matter. To GAP, ***** and the rest of the family of brands - thank you.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10-18-24, I ordered a pajama set to be delivered to my home. My address is a home address with no building number associated with it and I never had any problems with receiving deliveries when I ordered from any of the Gap brands. Those deliveries were delivered to my personal mailbox or in front of my home. For some unknown reason, this shipment was sent to Lasership who delivered my package to an unknown address wherein they dropped it off at a residence that has a mailroom. The Lasership delivery person took a picture where you can see a sign that states "Bldg. 20" and my package. I contacted OnTrac the customer service for Lasership about this via email and Old Navy customer service via phone. The contacts I had with Old Navy was horrible in that I could not quite understand the representatives due to their heavy accents. I had to wait a few days to finally get a refund along with the back and forth calls with customer service to rectify this matter. I did get my refund several days later. However, the experience was a nightmare! The exchange with OnTrac took days as they move at a snail's pace via email. I forwarded them a map of my location and disclaimed that their delivery person did a poor job with utilizing GPS to find the correct address. They did not hold themselves accountable nor the delivery person and I doubt they did anything further. They simply passed the buck and told me to contact Old Navy. I am an Icon shopper with the Gap Brands and now highly skeptical about ordering from your company knowing that you will be utilizing the same shipping method by electing Lasership to deliver my future orders. I want a clear explanation and answer to how this can be avoided in the future.

  Business response

  11/13/2024

  RE: Better Business Bureau Case ********
  
  
  Dear Shonette,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Old Navy, 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 sorry this was not your experience with this order. While we're glad to see the order was refunded on October 26th, we understand your disappointment and we will certainly share the details of your experience with the appropriate leadership teams who oversee our shipping carriers. We've also added 1,000 points to your reward account with us to thank you for your feedback. 
  
  While we don't have a way for you to choose the carrier that is used for your order, we do offer the option to have your order shipped to a UPS Access Point. This option is available during check out. With this delivery option, you will click on the 'Ship to an UPS Access Point' option under the 'Shipping Address' section and then you would choose the location. This is a free service and orders that are shipped to UPS Access Points will typically ship via UPS. Once they are delivered to the location you choose, you will have 7 days to pick it up. 
  
  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 response

  11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ** *******

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned merchandise from the shown order. Per *** tracking, the return was received on Wednesday, Oct 30, 2024 & I have yet to receive acknowledgement of receipt of the returned merchandise, nor have I received the refund of $ ******. I have chatted with company once and had phone conversation once. Both times the representatives said they were opening a case file. I want my refund.

  Business response

  11/12/2024

  RE: Better Business Bureau Case 22531773
  
  
  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 for any frustration encountered in regard to your return of items from order 1JMD5J5. We are glad to see that a refund of $114.73 was issued to your **** ending in 2696 on November 8th. The refund will post within 7-10 business days of that date, though the actual timeframe is determined by the servicer of the card. 
  
  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 response

  11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an issue with a recent order and would like to escalate this complaint on my experience. I had three primary issues: 1. A gap card discount, as noted on an Old Navy online product listing, was not properly applied. 2. When I engaged customer service chat, the person I chatted with online was unable or unwilling to resolve the issue. 3. Attempts to contact Gap by email (custserv@gap.com) resulted in an message indicating I should call or contact them via chat... again. This issue remains unresolved and I have no clear path for resolution. I have spent hours on this, which may seem silly over a few dollars. We do a significant part of our clothing shopping at Gap brands, however, and this left me with a very negative customer experience and is not what I would expect from Gap and its variety of stores. It is very, very frustrating and I would just like someone to properly credit my account. See attached PDF for issue details and applicable screen captures.

  Business response

  11/14/2024

  RE: Better Business Bureau Case ********
  
  
  Dear Jami,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Old Navy, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience, and we regret hearing of the difficulty you've encountered in regard to the discount applied to your recent order. We have adjusted order 1K5WTB6 to reflect the full 50% discount and the $42.32 refund will post to your Gap card within 7-10 business days. To thank you for your feedback, we've also added 1,000 points to your reward account with us for use on a future purchase in store or online. 
  
  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 response

  11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  **** ******

• Initial Complaint

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have shopped from Gap Outlet Store on 11/02/2024 and bought a cream puffer vest for women size S. The sale code is ************************. Transaction number is 8731 and Store is 01784. It was 24 USD purchase. When i got home I checked the instructions and washed it in delicate program and let it dry outside instead of dryer. However the vest`s internal material was defected. There were none polyester at some places and most of them were gathered in a unique place altogether. In other words all inner materials are gathered in a couple places and some were empty. So I wanted to return it and went to the store. However they did not accept it since I washed it! It was defected I could not wear it even once although I have followed the cleaning protocol. it is a defect not my fault.

  Business response

  11/13/2024

  RE: Better Business Bureau Case ********
  
  
  Dear *****,
  
  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 be satisfied with their purchases with us and we're sorry to hear this was not your experience with the ColdControl Puffer Vest from your recent purchase. We concerned to hear that the store misinformed you about our defective merchandise policy. Our store managers are trained to evaluate items for possible defects. If the item is determined to be defective, even if washed and/or worn, the store should have been able to accommodate you by either exchanging for a replacement or a refund on a merchandise certificate. If it was a manager who refused your return, or you are not satisfied with the outcome of the evaluation, we recommend letting another manager evaluate it for a second opinion. You may contact the original store, or another of our Gap Factory locations. We understand your time is valuable and this process can be time consuming, but we depend on our store managers to make these decisions based on their hands on experience and expertise. 
  
  If the manager has any questions when you visit for the evaluation, they may contact our offices Monday through Saturday at the phone number below with your case number, 82238714, 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 1-844-437-6654. 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 82238714 for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  
  cc: The Better Business Bureau
  
  

  Customer response

  11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  11/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 10/26/24 I ordered 2 jackets from Gap Factory. I received an email with the tracking number 1LS72277363845 and delivery date of 11/1/24. A label was created and the package hasnt shipped. On several occasions Ive called the customer service number and cannot speak to a live person. You can only communicate via chat. When I checked the Better Business Bureau website I see there have been several complaints filed against Gap Factory. I filed a claim with Gap Factory as I am requesting a refund. This company is a scam!

  Business response

  11/09/2024

  RE: Better Business Bureau Case 22518101
  
  
  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 so sorry this was not your experience with your Gap Factory order, 1K197NY. While we do regret the issue encountered with the shipment, we are happy to share that the order was refunded in full on November 8th and the $68.32 refund will post to your **** ending in 5716 within 7-10 business days of that date.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  
  cc: The **********************

  Customer response

  11/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Marketing/Advertising Scam. - When visiting the Old Navy Canada website on Sat. Nov. 2, I saw a popup ad (screenshots submitted with complaint) prompting customers to signup for marketing text alerts in exchange for $60 in supercash (Old Navy's rewards system currency) - I signed up (screenshot included) and got no auto-reply by phone, no email follow up, nothing. - Contacted support and someone said I'd get the supercash code within 24 hours (screenshot attached) - 24 hours later, no code. Contacted them again, this time was tole 24-48 hours I'd get the code. - It's now days later and I never got the code. - Every time I speak to them no one can give me a straight answer as to if this marketing scheme is even legit or not, and they keep just 24-48 hours for the code despite me reporting multiple times that the code has not come. - This is false advertising and cleatly a SCAM.

  Business response

  11/07/2024

  RE: Better Business Bureau Case ********
  
  
  Dear *****,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Old Navy, 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 concerned to hear that you did not receive the Super Cash code as expected. We're happy to provide you with a Super Cash code valid for up to $60 off a purchase of $150 or more during the next redemption period, 11/16/2024 - 11/24/20024, online or in store:
  
  ************ 
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at *************** We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  
  cc: The Better Business Bureau

• Initial Complaint

  11/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I sent the following email below on Sunday November 3rd after speaking to a representative from ******** and being told he could not provide me corporate's email. He also told me I would "hear back" via email on Monday the 4th or Tuesday the 5th. On Monday the 4th, I received an email stating all my items had be refunded which I never asked for on the phone or through email:Hello,I placed an order (#1JR6MFM) from ******** on October 20th 2024 with several items and 5 different packages. I have received 4 of the 5 packages but have not received the one containing 17 items that originally stated it would delivery on Wednesday October 30th ******* then said it would deliver yesterday Saturday November 2nd 2024 after I opened an investigation and now it is saying Friday November 8th with ***** tracking number: 1ZA5T360YW59490328.Where is my package?! You all have stolen from me before when I lived in *******. I spend a lot of money with you as an Icon member without the need for a credit card to become one.Either send my package or resend the items that I originally ordered. I do not care if they are no longer in stock. They need to pull from the warehouse and resend all the items for the discounted price I paid. This is ridiculous.***** Per the email above, I requested the package be found and shipped or the items be resent for the price I paid. I did not get either of those requests and I did not get any email or phone call response asking if I preferred all my items to be cancelled. I am annoyed because this is the second time my package has gone "missing" from ********* The previous time was in *******. I feel their employees are stealing packages they want and reselling the items on **** or via other means. This is unacceptable. I spend way too much money with this company to be ignored. That package contained my son's winter coat amongst several other items for my children for this upcoming winter season.

  Business response

  11/12/2024

  RE: Better Business Bureau Case 22514896
  
  
  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 sincerely apologize this was not your experience with order 1JR6MFM. When an order or package is lost, as system restrictions prevent us from reshipping the merchandise, refunding the missing items is the only option to rectify the situation. We do see the missing items were refunded and that $165.54 refund will post to the payment method used for the order within 7-10 business days of that date. 
  
  We'd love the opportunity to get the items to you and we'll be happy to match the original prices paid and waive standard shipping on a new order of the items. Once you've submitted the order, give us a call at the phone number below or chat with us through the customer service link on our website, and we'll be happy to make those adjustments. We've also added ***** points 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 **********************

  Customer response

  11/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have placed a new order. I spoke with a representative who made the requested changes to the order. I am happy with this resolution and will not reopen the case as long as the items arrive at the anticipated time.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an online order (order #*******) on 10/2/2024 for one item, total cost $63.81. The package never arrived and when I inquired with customer service I learned the package was delivered to the wrong address. I was told by customer service I needed to file a claim to qualify for a refund. I filed the claim, but never received any correspondence in response. I again reached out to customer service about my refund. I was told they had my claim and a refund would be processed in 24 hours. See transcript below. I never received the refund or any other correspondence. I contacted customer service two more times about the issue and told again I needed to file a claim. I again tried to file another claim but I received this message in response: There are no eligible packages for this order. This package is being returned to us by the carrier. Once we receive the package, you will be refunded. When I asked customer service why I am receiving this message and that I was unable to file a claim, their response was to call the claims department. That is where my interactions stopped. I am receiving conflicting information. ********* * (10/23/2024, 9:06:10 AM): Please allow me a minute. ********* * (10/23/2024, 9:09:39 AM): Thank you for waiting ********* * (10/23/2024, 9:10:47 AM): As I have checked that you already filled the claim, I have contacted to my team, please do not worry, you will receive your refund within 24 hours. Kara (10/23/2024, 9:11:13 AM): ok, can I receive an email confirmation? ********* * (10/23/2024, 9:11:47 AM): I would like to inform you that you will get the email confirmation of refund.

  Business response

  11/06/2024

  RE: Better Business Bureau Case ********
  
  
  Dear Kara,
  
  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're truly sorry this was not what you encountered with order *******. We are happy to share that the $63.81 refund has been issued and will post to the method of payment used for the order within 7-10 business days. To thank you for your patience and feedback on this, we've added 1,000 points to your reward account with us. 
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-************. 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
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered some clothes online ,never received the package.i called banana republic to let them know that I have never received the package .banana republic sent me an email to confirm that I have never received the package .in the meantime Apple credit card charged me ******* $ for something I never got .i called banana republic to let them know that they still charged my card for something I never got so they told me to just dispute it with my Apple Card which I did . However my Apple Card keep posting on and off the charge of 1005,47$ every time I dispute the charge ***** removes it after 2-3 weeks again they repost the charge in my Apple Card .i call banana republic and their answer would be they cant do anything 90days have passed and that I should dispute the charge with Apple Card .iam very frustrated and dont know what to do .people something dont get packages or lose packages and its not fair that I should pay for something I never got

  Business response

  11/05/2024

  RE: Better Business Bureau Case 22500018
  
  
  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 # 1HQCBGS. Because your order is from more than 90+ days ago, we are no longer able to take action on this order. We recommend contacting us immediately after the estimated delivery date for any items not received as we have a small window to assist. We recommend you file a dispute with your bank for any items you did not receive as we cannot assist with 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 **********************

*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. ↩