Complaints

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

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  Gap, Inc.

  2 Folsom Street San Francisco, CA 94105

• 

  Gap, Inc.

  345 Spear St 4th Fl San Francisco, CA 94105-1673

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  Gap, Inc.

  801 Market Street San Francisco, CA 94103-1901

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  Gap, Inc.

  140 Towne Center Cir Sanford, FL 32771-7408

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  Gap, Inc.

  620 Coronado Center NE Albuquerque, NM 87110

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: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:04/19/2025

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

• Initial Complaint

  Date:04/17/2025

  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 4, 2025, I placed an online order with ******** (Order Number: 1LPX11P). On April 11, 2025, at 2:56 PM, I received a notification that my package had been delivered. However, I found no package on my porch. Later that same day, at 3:09 PM, I received a notification from *** indicating that my package was en route. Then at 4:34 PM, I received another notification stating that my package had been delivered to my mailbox. Despite this, I checked and found no package.On April 14, 2025, I again checked my mailbox and still did not find the package. I submitted a claim to ******** with the claim number F8604RJK73PQ, and they responded that they would investigate the matter. On April 15, 2025, I was informed that no refund would be issued. I never received the package, and the tracking information changed twice. Despite my efforts, ******** has declined to resend the items or issue a refund.I would greatly appreciate any assistance you can provide in resolving this issue.

  Business Response

  Date: 04/19/2025

  RE: Better Business Bureau Case 23219745
   
   
  Dear ******,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At ********, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  We want all our customers to be satisfied with their purchases from ********, and we're sorry to hear that you did not receive the package that reflects as delivered from order 1LPX11P. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. If your claim was denied, we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.                  
   
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:04/17/2025

  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.

  To Whom It May Concern,Im unfortunately left with no choice but to seek assistance through the BBB, as my attempts to resolve this matter directly have been unsuccessful.Calls to the company are being routed to customer service representatives outside the ***** and Ive encountered repeated difficulties including individuals who do not understand my request and have even hung up on me when I asked to speak with someone based in the ************************* concern is simple: I am trying to understand why Im continuing to receive emails at an address I no longer use. Once I hear back from the business, I will gladly provide the incorrect email address so they can take appropriate action.Thank you for your time and assistance.

  Business Response

  Date: 04/19/2025

  RE: Better Business Bureau Case 23217603
   
   
  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.
   
  We want all our customers to be satisfied with their experience with us and we regret hearing of the difficulty encountered when requesting your email address be unsubscribed. We are happy to escalate the request to ensure your email address is removed from our promotional emails. We will require the email address that you would like removed and hope that you'll feel free to give us a call at the phone number below or chat with us here, **********************, with that information so that we may further your request. 
   
  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:04/14/2025

  Type:Sales and Advertising 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 with ******** on February 17, 2025 that was delivered on February 24, 2025. I had items in the order that I wanted to return. However, on February 20, 2025, the items were showing as being outside of the return window on their site. Therefore, I did not return them. I had another order that had the same issue that was ordered a few days later. However, I reviewed the return policy and it stated that shipped items were eligible for return for 30 days after delivery. I returned the items from the second order. However, at that point, I was outside of the 30 days shipped window to return items from the first order. I immediately filed a complaint with the company and was assured that some would call be regarding the matter. I never received a call back. I have since called several times regarding this matter only to be told that the concern was logged and someone would call me within 24 hours. However, I have not received a call yet. I feel as though ******** is engaging in deceptive business practices. I am being forced to pay for items that I should have been able to return. However, they listed an incorrect return statement in my account and I was negatively impacted. I am sure there are other customers that have fallen victim to this same issue and they may not even be aware. The items should have been eligible to be returned to the store on March 20, 2025 because the date was inside of the 30 day return window from the date of shipping. However, the items were listed as outside of the return window incorrectly in my account on the ******** site and I have suffered monetary damages because of it. I have attached a screen shot of the statement showing on my account when I checked it.

  Business Response

  Date: 04/19/2025

  RE: Better Business Bureau Case 23202328
   
   
  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 regret hearing this was not your experience with your return request for order 1LBY6H9. While we do see that you contacted us March 30th in regard to wanting to make a return on the order, based on the February 24th delivery date for the order, the items would have needed to either be returned in store or mailed by to be received by March 26th to be within the 30-day return timeframe. As a one-time courtesy, we're happy to email you a prepaid mailing label to use to send new and unused items from order 1LBY6H9 back for return as a courtesy late return exception. The prepaid mailing label will arrive shortly via email and the return will be processed within 15 business days of the date the package is mailed back to 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: 04/19/2025

  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. I look forward to receiving the prepaid shipping label as outlined in the response to my complaint.  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/14/2025

  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 11, I placed an order with Gap (Order #1LRFCYK), using Gap Rewards I had earned as a longtime credit card holder (15+ years). My order arrived extremely quickly--the very next day. However, one itema small watermelon purse meant to be a birthday gift for my daughterwas missing from the package.I followed the proper procedure and filed a claim. I was passed between three different customer service representatives, all of whom denied the claim, citing that the package weighed what it should have. This logic is absurdjust because the package had the expected weight doesnt mean it contained every item. The purse simply was not in the box.Because I used Rewards to pay, I cant dispute the charge with my bank. The value has been taken from me with no resolution. I also attempted to escalate the issue via Gaps customer service email. I received an automated response stating that the address is unmonitoredanother dead end.This is not the first time this has happened to me with Gap, but it is the first time they have refused to help. Worse, Ive discovered this is a common experience, with similar complaints posted on public forums and Reddit. It seems Gaps quality assurance issues are becoming the customers burden, which is *************** not just upset about the missing itemIm upset about the principle. Their customer service has wasted my time, denied responsibility, and offered no path to resolution. As a loyal customer, Im appalled.Desired Resolution:I am requesting one of the following:Resend the missing item, or Restore the Rewards points used for the purchase.Either resolution would be acceptable. Ignoring the issue and offering excuses is not.

  Business Response

  Date: 04/17/2025

  RE: Better Business Bureau Case 23201118
   
   
  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.
   
  We want all our customers to be satisfied with their purchases from Gap, and we're sorry to hear that you never received all of your items from order 1LRFCYK. We aren't able to overturn a denied claim through this platform and recommend contacting our *************************** at ************** to speak to someone directly about the claim. The team is available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. We will make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement, and we appreciate your help and understanding in this. To thank you for your feedback and for being a valued Icon customer with us, what we can do as a courtesy is add 2,000 ($20) points to your reward account with us. The points are available for use online or in-store 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 **********************

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 15 things in an order from ********* 14 were correct and instead of the shirt (small) that I bought for my daughter, I received 6T alligator pajamas. I contacted them to either get the correct item shipped or receive a refund and they refused to do anything and wouldnt provide a reason.

  Business Response

  Date: 04/17/2025

  RE: Better Business Bureau Case 23198023
   
   
  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 to hear of the wrong item received in your recent order, 1LYGD8C. We do see that the missing item was refunded on April 15th and that $6.36 refund will post to the payment method used for the order within 7-10 business days of that refund date. We're also happy to see that you were able to reorder the missing shirt with the pricing matched and shipping waived. 
   
  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:04/12/2025

  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.

  Im so livid. I received a damaged parcel in the mail and was left on deck for bugs to crawl inside of. I keep getting told to send it back for a refund. How am I sending back a damaged package with bugs!?? Be for real. I have worked for the **** you cant send back opened parcels with a huge gash in it, everytning will get destroyed and lost in the mail. The customer service is full of people who dont even understand my language and keep giving the same responses with no help.

  Business Response

  Date: 04/17/2025

  RE: Better Business Bureau Case 23195260
  
  
  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 regret hearing of the condition in which you state the package from order 1LQ9HR4 was received. We consider feedback from our customers very seriously and we will be sure that your comments are shared with the appropriate leadership teams. We're glad to see by the picture that was provided that your items were not damaged. We appreciate your understanding in that a refund will only be issued for the items in the event that they are returned. Returns may either be completed in your local ******** store with your shipping confirmation email or through the use of our interactive returns process here, **********************. Please note that returns may only be accepted if received within 30 days of the delivery date. Here's a link for more information regarding our return policy: **********************.
  
  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. *******************************text="true">cc: The Better Business Bureau

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23195260
  
  I am rejecting this response because:
    The package is damaged and bugs went inside since it was opened and left on my deck. The inside wrapping did have a slit where the outside slit is , I threw it out. How did you expect a return with bags and opened bag. Your service is horrible and other companies would never treat a customer this way. worst experience I ever had. I never received a damaged package like this and not recieve a refund for the damage. Unbelievable and distasteful. No longer a fan!
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 04/26/2025

  RE: Better Business Bureau Case 23195260
  
  
  Dear *********,
  
  Thank you for your reply. Please know that without returning the items, a refund cannot be issued. It's never our intention to cause frustration while shopping with us, and we will absolutely make sure your feedback regarding this process is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we really appreciate your help in this way as well as your time and understanding! 
  
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at ************** ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23195260
  
  I am rejecting this response because:
  This is the worst customer experience I ever been through and I dont feel valued as a customer. My mother and I have been purchasing from ******** for years and now you lost loyal customers. I will only purchase from ********************** that care about customers and their hard earned money. That is a disgrace to send me a opened bag and rhink theres nothing wrong. I will be posting on my social media for my followers to see and warn them. I will not be putting my money into a company who sends opened packages and think its ok that bugs got inside and wants me to wear that and get irriation. Goodbye.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:04/11/2025

  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.

  A order was placed, and canceled by the company they only returned partial of the amount, to my credit card groveport oh. I want a refund check with the amount mailed to my address as I have already paid my credit card balance

  Business Response

  Date: 04/15/2025

  RE: Better Business Bureau Case 23193491
   
   
  Dear Sherikia,
   
  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.
   
  We want all our customers to be satisfied with their purchases from Gap and we're sorry to hear that you did not receive all of the packages from order 1XJLXRJ. While we do see that one of the three packages was returned and refunded in the amount of $87.16 on July 9, 2024, we do not see that the other two packages from the order were returned. While we regret hearing that you may not have received the packages, as your order is from more than 90 days ago, we are no longer able to take action on this order. For missing orders, it is necessary to contact 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.
   
  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 **********************