ComplaintsforGap, Inc.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered 4 t-shirts only received 2 and the company refuses to refund me or actually sen me the 2 t-shirts.Ordered July 5, 2024 and received July 9, 2024.They told me to wait 1-2 day and someone would gt back to me?????

  Business response

  07/10/2024

  RE: Better Business Bureau Case 21963760
  
  
  
  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 regret hearing that items were missing from your recent order, 1XL55MQ. We're happy to see that the two missing items, the Luxe Slub-Knit ******* and the EveryWear V-Neck *******, were refunded yesterday and that refund will post to the payment method used for the order within 7-10 business days. If you would like to reorder the items, we'd be happy to match the promotional price paid and waive the standard shipping fee. Just call us at the number below so we can help place the order. We appreciate the opportunity to make this right!
  
  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

  07/10/2024

  Complaint # ********B8925 has been resolved. They have issued a refund.
  
   
  
  Thanks,
  
  *********************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  on June 18, 2024 I ordered 2 pants from gapoutlet online. I got the pants, they were unsatisfactory and so I requested a refund. I brought the items to a staples return center and the order number was 1XGJWM3. I called twice to check on the refund because it never came back to my account. Then I was told that I had an emerchandise credit and that I had selected this (not true). They say they cannot convert the emerchandise credit back to refund on my card. I did not want an online credit. I spoke with gap on 7/9/24 and there is a call reference number *********. Spoke with ******. She says there is nothing they can do. I feel that I should be able to get my refund (cash) back to my card that I bought it on (my debit card). feels like a trick thanks

  Business response

  07/11/2024

  RE: Better Business Bureau Case 21963308
  
  
  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 our customers to have a pleasant and seamless shopping experience and we're sorry to hear of your dissatisfaction with the processing of your recent return. While we're happy to offer our customer various return options via our interactive returns process, we're unable to alter the options selected by the customer and are unable to make a change to the refund method you selected for this return. 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.
  
  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 **********************
  
  

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted to purchase some items online with ******** and I did not submit the order. When I went back to continue my order, my cart was empty and there was nothing showing an order was submitted. I then went about placing items in my cart again. Since I had not decided on some of the items and was going to go through my cart to decide what I wanted to purchase, I put less in the second time. to my surprise, both orders somehow were processed as I received two orders with many duplicates. I was then planning to return most of the items, but due to my current condition with stage 4 cancer, I was not able to do it quickly as it takes time for me to recover enough to go outside of the house and I am alone. It turned out that the 30 day return window does not account for holidays (July 6). My order was received on 06/05/24, and I attempted to return on 07/06/24, which would be 30 days with the holiday. I attempted to resolve in a chat with "Kunal J", but surprisingly, this was not considered and was advised that it is an impossibility to even do so, which I really cannot believe. I even offered to pay for the shipping since he said he cannot even do a return label, but that also was refused. I could have printed the label the day before and not returned until the next day (31st day, I guess) and it would have been fine. So really not asking for an unreasonable accommodation and they should allow for the holiday. I want to be able to return useless duplicate clothes that I received due to an error on their website and asking for a reasonable accommodation to return. A customer should not be told that a Supervisor or Manager cannot chat with the customer if that is requested. I do not feel like I received the respect an accurate information a customer should receive. I do not think that this is too much to ask. Need for them to arrange my return of certain items from the order in order to refund me for duplicated items. It is difficult for me to talk on the phone.

  Business response

  07/07/2024

  RE: Better Business Bureau Case 21950042
  
  
  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 your return was not accepted outside of our 30-day return time frame. We have reviewed your account and see that you have spoken with an escalations specialist who was able to issue an exception for your return. We appreciate the opportunity to assist and we're glad you were able to get an extension. Thanks for being a loyal rewards member. 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-OLD-NAVY ***************).  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

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ive been ordering from Athleta for quite some time and their policy has always been 90 days. I went to return something today from May 29(order date ) and said outside of window. Athleta changed their policy without my knowledge and unwilling to accommodate an extra days

  Business response

  07/06/2024

  RE: Better Business Bureau Case 21949334
  
  
  Dear *******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Athleta, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know that we updated our return policy in January of 2024. This update was posted in our store and online. Our current return policy states that new and unused merchandise may be returned for a refund to the original form of tender within 30 days of purchase with the original receipt or 30 days of the delivery date for online purchases. In an effort to be fair and consistent, we do not accept returns outside of the 30-day time frame.  We hope you will understand.  
  
  We are always reviewing customer comments regarding our policies to ensure it is the best choice for our customers, and we appreciate you sending your thoughts.  We will ensure your voice is heard!
  
  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 response

  07/07/2024

   
  Complaint: 21949334
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  07/09/2024

  I would like a prepaid return label for my items. I do not accept that I cant return my items days after the return window with the change in return policy that I was unaware of. 

  Business response

  07/10/2024

  RE: Better Business Bureau Case 21949334
  
  
  Dear *******,
  
  Thank you for your response. While we're typically only able to accept returns received within the 30 days return window, we're happy to help with this return as a courtesy. We've emailed you a prepaid return label to use to send items back for return from order 1XC1YFN and we'll document your account so that our team knows we're accepting this order for return as a one time courtesy late exception. Return packages are typically processed within 15 business days of the date in which they are originally mailed back to us and we'll send you an email once the package has been processed. 
  
  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 response

  07/11/2024

  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

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased tshirts online and received them on 6/26/24 and they were not as expected, one I needed a different size which was not coming up as an option for exchange. I immediately went online, I followed the prompts which one was e-card ffor an immediate e-card (Merchandise credit) which I chose, I dropped the package off at staples and received the recept that I dropped it off on the 26th. I did not received the e-card, I received several emails that next day advising my exchange is confirmed which I do not understand. So I chatted with customer service, they advised that the refund hadnt been issued, that was Sunday. I tracked the package and it was received and that is not immediate, I advised I didnt get if and could they just refund my credit card instead as I ended up purchasing new items and dont want the e-card. He said he couldnt. Then later I received more emails my exchange was confirmed and againno e-card or anything indicating a refund to me. The next day I called, and was advised they refunded my card, which I dont believe as the site is not showing that. I just dont believe that anyone is doing anything, it is only $40.42 but they shouldnt give merchandise e-card as an immediate option if it is a lie, I have gotten 6 of the same email advising that my exchange is confirmedbut no credit in any form, the website says We issued your refund Your gift card was sent via email immediately. Thank you for shopping with us! It wasnt and hasnt been. All I get is the runaround from offshore customer service.

  Business response

  07/07/2024

  RE: Better Business Bureau Case ********
  
  
  Dear *******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Gap, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear you did not receive the instant E-Gift card for your return. While we do not have ability to issue a credit to your card from here, we are happy to offer you an E-Gift card for the $40.42. If you would like to accept this please let us know and we will get it requested.
  
  
  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 Better Business Bureau

• Initial Complaint

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I keep getting messages about fraudulent orders. I called customer service and asked for a supervisor to get involved in investigating how many times this has happened and how. I was transferred to a closed queue and hung up on.

  Business response

  07/07/2024

  RE: Better Business Bureau Case 21941326
  
  
  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 for any frustration you're experiencing, your order currently needs additional verification, if you could please call us at ************** and ask to speak with our customer support team, they are available to contact from 8:30 am - 9pm (ET) Monday- Friday and 10am - 6pm (ET) Saturday& Sunday. they would have more information to provide to you in regard to why it was canceled and if they are able to still honor those sale prices for you if they are able to reinstate the order. thank you for shopping with us!
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-GAP-STYLE (**************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   
  
  

  Customer response

  07/07/2024

   
  Complaint: 21941326
  
  I am rejecting this response because:

  It does not address my issues at all. I did not call about a cancelled order. I have had at least 3 fraudulent orders on my gap account and I asked that it be investigated. Instead of an investigation i was transferred to a queue and hung up on. 

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

  Business response

  07/10/2024

  RE: Better Business Bureau Case 21941326
  
  
  Dear ********,
  
  Thank you for your reply. We're sorry to hear you were transferred to a closed queue. Please know that we are not able to resolve this issue through this platform and you must contact our customer support team to discuss any fraudulent orders. they are available to contact from 8:30 am - 9pm (ET) Monday- Friday and 10am - 6pm (ET) Saturday& Sunday.
  
  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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on 6/24/24 total $80.39. On 6/27/24 I received a notification that my package was delivered. There was no package at my door. I checked the tracking to see where it was delivered and the image of the delivery showed my package in front of someone elses apartment door. I contacted ******** and they refused to give me a refund or at least a store credit. I attached images of my door and the door where the package was delivered below. I was told that I should contact my bank if I needed a refund. I didnt use my debit card to make the purchase I used my Gap credit card. I shouldnt have to contact another department when my package wasnt even delivered to the address that I requested. My package was delivered to someone elses address.

  Business response

  07/02/2024

  RE: Better Business Bureau Case 21930164
  
  
  Dear Taneal,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At OId 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 truly sorry to hear this wasn't your experience with one of the packages from your order. We're happy to see that, after further research was completed on the delivery, a $31.99 refund was issued earlier today to post to the method of payment used for the order within 7-10 business days.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  ******
  Gap, Inc. Customer Relations
  
  
  cc: The **********************
  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 23, I made a huge order with ******** online, which consists of 7 items. I received notification that this order will be sent into two packages: one item will be sent earlier, the rest 6 items will be sent at a later date. This is about a missing dress (called a fit and flare dress in blue, petite XS $17.49) from a package delivered on June 28. This package was meant to have 6 items in it, however I only had 5 items in the package. I was initially promised by ******** on June 28 that this should be resolved if I raised a claim through Paypal, as their systems won't allow the refund to be sent to me automatically. I raised a claim through PayPal, but it was rejected because ******** provided them with a tracking number.The tracking number is NOT sufficient evidence from ******** when there is one item missing from the whole package. There were only 5 items when the online confirmation stated that there is meant to be 6 items in this package. They also did not send a packing slip inside the package, so it looks like whoever was packing it missed this one item, if a packing slip is the final check-list for whoever is packing the item. I also have reason to believe that ******** is discriminating against me, as I apparently have lodged a missing package claim in the past. This is untrue and unbiased, as I have not ordered from ******** until very recently. If I have ordered from ******** in the past and have made a separate missing package claim (of which I have no recollection or record of from my online account), then it would have been a genuine claim- however I reiterate, I have no record from my online account of said previous orders. Regardless, this is fraudulent in ********'s part as my claim is a genuine claim that there is a missing dress from the package. I am still missing a fit and flare dress, in a size XS petite, worth $17.49. I am more than happy to receive a replacement for this from ********, but they are being very unhelpful.

  Business response

  07/06/2024

  RE: Better Business Bureau Case 21929271
  
  
  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 that an item was missing from your package. We're happy to see the $17.49 refund was issued on July 2nd for the missing dress and that refund will post to the method of payment used for the order 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 **********************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  alrighty so this is now my 2nd complaint filed on ******** in less than a month. honestly its sad bc now I know why I stopped shopping *************************** in the first place. my first complaint was handled due to lack of competence in your customer service. this complaint will be no better and show no better a service provided by ********* placed an order 1XX82PR for 3 items. they were shipped separate one item and than another followed by the other two pieces. received the first shipment of the shorts and its currently en route for a return. so I receive the 2nd package and it only has the button down gauze top to go with the shorts I sent back. so I process a return for the shirt and it will be dropped at *** later today. however there is an athletic dress that in mint green that was supposed to be in that shipment and it is not. I go online to report it missing and the self help tools tell me the package hasnt been delivered yet and thats bc ******** is tracking the information via *** not via **** whom delivered it. I called in on this missing info the other day before it was received. so im seeking a refund for the missing item mint green athletic dress XL not in the shipment and is no longer available on the website. I also placed an order for more athletic dresses hoping to get something order 1XJPJJB - 3 dresses In this order, I havent received one package yet but the one that I did get said it was holding 2 dresses. its not. I received the apricot dress which is being returns due to being too large, and I didnt receive the weathered black one in the shipment as it states on the site it should be in it. im seeking a refund for that which I put in for a request and it was denied. after these issues are resolved I can assure you I will no longer shop with ******** or any gap affiliates. the items I ordered are no longer available and I havent received them but im being charged for them. im filing this complaint my next step if FB and instagram to inform customers

  Business response

  07/07/2024

  RE: Better Business Bureau Case 21925215
  
  
  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 items were missing from your order. We aren't able to assist customers with package claims through this platform. To speak to someone about the denied 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. Thanks for giving us a chance to assist you with this! 
  
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-OLD-NAVY ***************).  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

  07/07/2024

   
  Complaint: 21925215
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Customer response

  07/08/2024

  forgive me - the matter has been resolved. Thank you 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello:I have been a long-time customer of this company. I placed an order (#1XFL4QL) on June 10th for some clothing items. On June 11th, I realized that the order had been placed to be sent to the wrong address. I called ******** customer service who told me they could do nothing about stopping, cancelling or re-routing the packages. Two of the three packages had already been sent and for some reason, the one that had not been sent yet, could not be cancelled. I was told to call back and fill out a claim on the 26th. Between the 10th and 26th, I also called *** and **** trying to intercept the package. I additionally tried to contact residents of the building to no avail. I also went ahead and re-ordred the order to my correct address. When I requested a refund, I was denied and now I am expected to just eat the cost on this lost order. I will never shop at any of the three stores again, despite being a long-time customer. Also the fact that their system was unable to cancel an order before it was event sent, yet I am expected to still pay for that is really upsetting. They should be ashamed of the customer service provided to long-time customers. I feel scammed and can say they have lost our business. I will also be sharing my experience. Thank you for your time.***********************

  Business response

  06/29/2024

  RE: Better Business Bureau Case ********
  
  
  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 your package from order 1XFL4QL due to an incorrect shipping address. Although we have been able to issue credit for the previous orders, this is not a solution we can offer in an ongoing manner, and we are no longer able to issue credits going forward. 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 1-800-OLD-NAVY ***************).  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

  07/02/2024

   
  Complaint: 21910282
  
  I am rejecting this response because:

  I have spent hundreds, if not thousands of dollars through your company and your customer service did nothing to help remedy this. Furthermore, you charged me for a package that wasn't even sent yet, but you couldn't stop it on your end and due to your companies incompetence, you are are charging me. Your company has beyond a shadow of a doubt, the worst customer service I have ever encountered. 
  
  Sincerely,
  
  ***********************

  Business response

  07/02/2024

  RE: Better Business Bureau Case 21910282
  
  
  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.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-800-OLD-NAVY ***************).  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. ↩