Complaints

This profile includes complaints for Gap, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Gap, Inc. has 626 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gap, Inc.

  2 Folsom Street San Francisco, CA 94105

• 

  Gap, Inc.

  3002 Paragon Outlets Dr Livermore, CA 94551-4201

• 

  Gap, Inc.

  1945 W Palmetto St Florence, SC 29501-3919

• 

  Gap, Inc.

  2500 W International Speedway Blvd Ste 5 Daytona Beach, FL 32114-8143

• 

  Gap, Inc.

  451 E Altamonte Dr Ste 2245 Altamonte Spg, FL 32701-4619

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:05/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/10/2025

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

  Customer Answer

  Date: 05/10/2025

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

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 05/06/2025

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

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

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

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

• Initial Complaint

  Date: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:04/25/2025

  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,
  
  **** *****

• Initial Complaint

  Date:04/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 12, 2025 , I placed an order for clothes with ******** online for $409.65 and paid using Afterpay. The order included 16 items. According to the tracking information and order status on ********s website, the package was marked as delivered on April 14, 2025 but only 7 of the items were received and included 1 item I did not not order, while 9 of the items from my order are missing, it states on the website and email saying it was delivered. I submitted a missing items claim on ********s website, but it was denied without explanation. I then contacted their customer service by phone. The representative said they could not assist me and told me to file a claim with Afterpay instead. I followed their advice, but Afterpay also denied the ******** this point, I have paid for merchandise that I never received, and neither ******** nor Afterpay is taking responsibility. I have documentation of my order, tracking details, and a list of missing items.

  Business Response

  Date: 04/26/2025

  RE: Better Business Bureau Case 23240978
  
  
  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 1LRQ9PX. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
  

• Initial Complaint

  Date:04/22/2025

  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.

  Placed an online order on or around April 18th. 1LT85Y7 Order number. Order was to be delivered in 2 packages both on the same date of 4/21. I received 1 package but not the other. 911 recently updated our address and some delivery companies have been having issues finding the address. I received no calls asking about the location of my home. I contacted Gap Factory and advised of missing package. I was told they were very sorry and no problem. Was advised I could be refunded after a claim was filed. Same day 4/21 I filed the claim that was sent to my email. I was told a day later via email no refund would be issued. There was no explanation or offer to resend the items. Why should I be out almost $100 when the courier service Gap Factory retains does not properly deliver my package. There was also no proof provided on the tracking to affirm package was delivered or if it was misdelivered to a different address I may have been able to recover it. But there was nothing. I would like a refund and an apology. ******** customer service for a company that is supposed to value their customers.

  Business Response

  Date: 04/26/2025

  RE: Better Business Bureau Case 23238766
  
  
  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 have a pleasant and seamless shopping experience and we're sorry to hear that you did not receive your package. We have reviewed your order and show that a refund of $49.23 was issued on 4/22/25 for the initial claim submitted. We show a second claim submitted for another item that was denied. If this item was part of the same package and was not submitted with the original claim, you will need to contact our Customer Support team for further assistance.  ******************************* at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays
  
  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

  Date:04/22/2025

  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.

  Dear BBB, *** NAVY is committing fraud on peoples accounts. My husband and I ordered clothes for our kids and us on Monday April 14th at 12 noon and then at 9:35pm we ended up getting an email saying our order was cancelled and did not provide no explanation. They took $366.47 for our Chequing account off our **** debit and never returned it. It has been 8 days and 6 business days and no money has been returned back to us for cancelling our order. We called had been given the run around from customer service **** and no on is helping us. Checked and found this have done this to order Canadians as well. They cancelled their order and never returned they money back. I have dealt many order companies and never had this type of crooked issue which happening to people everyday and *** Navy needs to held accountable for their actions. I want our money returned they stole on April 14th,2025. Spoke to 5 different **** and each have given different responses.

  Business Response

  Date: 04/24/2025

  RE: Better Business Bureau Case 23235360
   
   
  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 seeing there was an issue encountered during the verification process for your recent order, 1LSHQJY. While it will be necessary for you to speak directly with our Customer Support team for details on the issue encountered, we can share that the authorization submitted for the order will be removed from the payment method used for the order within 7-10 business days, though that actual timeframe is determined by the servicer of the account. If you would like to speak to an agent in regard to the verification process completed for this order, please give the team a call at **************. If you are calling from outside of the ***** you would call **************. Customer Support is available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday.
  
  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: 04/24/2025

   
  Complaint: 23235360
  
  I am rejecting this response because: It is April 24th and placed the order April 14th. I have called my bank and said their is a issue on your end and it is not coming through as a reversal and still shows as a charge on our **** DEBIT not Credit Card but **** DEBIT. It is not coming up as a authorization but a confirmed charged for a order which was cancelled by YOUR VERIFICATION TEAM when everything was correctly entered from our end. How is this fair to a customer to have their fund held HOSTAGE for  more then 7-10 business days. Should be a quick REVERSAL back to the customers account. If you check REDDIT FORUM this is happening to **** of customer in **********************. You charge them on their **** DEBIT and cancel their order with no explanation and keep their funds held for more 10 business days. THIS IS FRAUD on your companies end and need to fix your system. GO CHECK ****** all the complaint in regards to this practice. Please release our funds we have no product, you cancelled it with no explanation and now APRIL 24th and we still do not have $366.47 of our hard earned money your company stole from hard working Canadians. Please check your authorization system and you still something is wrong. Our bank is one of the top banks in Canada CIBC and knows what they are doing and talking about when they say your system is the issue.

   

  Please give us our $366.45 back on our **** DEBIT chequing account. Until then we will not except any other offers. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/07/2025

  RE: Better Business Bureau Case 23235360
   
   
  Dear ******,
   
  Thank you for your reply. We're truly sorry for any frustration and we have documented your experience. Please know that we do not have the ability to assist through this platform with missing credits and you must contact our **************************** You may call them at **************.  Customer Support is available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. 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 **********************

• Initial Complaint

  Date:04/19/2025

  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.

  On April 16th, 2025 I placed an order online at the GAP Canada. On April 19th, 2025 I got a notification email saying I received my package but the photo proof shows another location than my apartment. Contacted GAP and one ***** online said they could issue a refund but the chat got cut off due to lost connection. The second ***** is refusing the issue the refund and wants me to wait 2 weeks before calling back and getting the refund. We have photo proof that shows that the package was delivered to the wrong address and gap wont even help me to ship another order with the stuff I paid for without having to pay TWICE and they wont issue a refund and telling me to call back in two weeks

  Business Response

  Date: 04/22/2025

  RE: Better Business Bureau Case 23226711
  
  Dear Katya,
  
  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 your order. We have issued a refund in the amount of $1001.80. Please allow up to 10 business days for the refund to post to your account. 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 send us the new order number once it has been placed.
  
  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

  Customer Answer

  Date: 04/24/2025

  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,
  
  ***** ********