ComplaintsforGap, Inc.

• Initial Complaint

  09/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  WORST CUSTOMER EXPERIENCE EVER. *********/**/** Ordered 7 items "Your order #1JBB0QR has been received. Estimated Arrival 3-5 Business Days"09/12/24 6 items shipped via *** 09/13/24 6 items arrived via *** 09/10/24 1 item shipped via *** ground (to ***** tracking ************************** 09/12/24 **** rec'd from ***, delivery date 09/16. Delayed to 09/17. Delayed to 09/20. Delayed to 09/21. Delayed to 09/23. Now no date given at all!Per **** tracking, package sent from ** to ** to ** to ** to *********, **, 3 hours from me and usual sorting would send it from there to *********, ************, finally to ****************But no -- today was flown over my head to *************!During this delay and tour around the eastern US, contacted Gap by chat FOUR TIMES, by phone TWO TIMES including to a US supervisor which I demanded after frustration with foreign chat/call centers. Repeated, useless apologies. Told by supervisor that LITERALLY CANNOT FILE A LOST PACKAGE CLAIM unless carrier goes 48 hours without reporting the location --- and the **** reports every single day that it is anywhere and everywhere EXCEPT my home in ***************!I have wasted HOURS on useless chats and phone calls on one t-shirt that was promised in the original order confirmation to arrive within "3-5 Business Days", which would have been 09/17 for this package. The missing order totals $17.78 ($16.20 + 9.75% TN sales tax)

  Business response

  09/25/2024

  RE: Better Business Bureau Case 22320104
  
  
  Dear Marijka,
  
  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 regret hearing of the delay encountered with the final item from order 1JBB0QR. We're happy to see that the Modern Rib-Square Neck Top was delivered on September 23rd. We'll be sure that the details of your shipment are shared with the appropriate leadership teams, and we have added 500 points to your reward account with us to thank you for your feedback and for being a valued customer 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 response

  09/25/2024

   
  Complaint: 22320104
  
  I am rejecting this response because:

  I have made it VERY clear that I will never shop Gap again, yet you offer me "points" ??  Absolutely useless and insulting, but after five chats, two phone calls, and now this, I'm certainl not surprised because it is extremely evident that not only do you not know how to solve a problem, no one in so-called customer "service" at your company knows how to read and comprehend English - including whoever typed your response.

  And the fact that you're "happy" this single item arrived after THIRTEEN DAYS of traveling around the eastern US says everything. 

  FYI, two of the shirts that did arrive on time in the other package did not fit because they do NOT match your own size chart, and the missing one that finally arrived does not fit either for the same reason. I taught for a major sewing machine manufacturer and specialized in garment fitting, so I know. After this experience, I know better than try to return or exchange them, as I don't trust your size charts but, more important, I DO NOT TRUST YOU. At least a Goodwill shopper might be able to use them.

  By the way, how much did you pay those five chat ***** one phone *** and one US supervisor, even though it was wasted due to incompetence? I'll bet it was more than the $17.78 t-shirt. And all because your employees had no clue how to deal with a missing package, and because you obviously don't trust your own supervisor enough to allow her to deal with a $17.78 problem.

  So not only was this my one-and-done purchase from you, I will also not be shopping at Athleta, ******** or Banana Republic, and I've shared this opinion and entire experience with your parent company Gap, Inc., in San Francisco. Keep your useless points, because as I've made absolutely clear from the beginning, if you people actually cared or paid attention, I will NOT be shopping with you again.

  WORST EXPERIENCE EVER.

  MA ******

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased nearly $1100 worth of gift cards from Ond Navy/Gap/ The gift cards are empty. I have been trying to get Old Navy/Gap to resolve and they keep telling me to file a complaint with the bank for the card I used. I informed them I no longer have that credit card account (it was closed) and now they are completely ignoring my emails and refuse to fix and send me gift cards that actually have funds on them. Yet, I keep getting statements being billed for this and never even received them. I responsed to the email about 8 times and was just ignored.

  Business response

  09/21/2024

  RE: Better Business Bureau Case 22307606 
  
  Dear Emerald,

  
  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 that your gift cards were not loaded. We have thoroughly investigated this and see that we offered to issue a full refund to another credit card but you did not want to give the credit card number over the phone. While we are unable to reissue the gift cards, we are happy to issue a refund to another credit card. please call our *************************** at the number below for further assistance. We appreciate you reaching out. 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a jacket (item #******) part of order #1X90X59. I purchased the jacket back in May and hung it in my closet for the summer. Last week, I took a look at the jacket that still has tags on it and noticed a 3 inch tear in the front that looks like it was cut by a knife exposing the down interior. I contacted customer service and was hoping to receive a partial refund as I do really like the jacket. All customer service could offer me was a return label. I asked them if they had the same jacket in stock and they told me they did not. I believe they they would resell it as a defect or throw it in the desert. I begged for an alternative solution and they could not offer one. I am an icon member and never been denied an unfair solution to a proble..

  Business response

  09/21/2024

  RE: Better Business Bureau Case 22304764
  
  
  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 jacket arrived damaged. While we are unable to issue a refund without receiving the item back to evaluate the quality, we'd be happy to offer ***** points to your loyalty account that you can use on a future purchase. Please let us know if you would to accept this offer. 
  
  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

  09/21/2024

  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

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a T-shirt from Gap a week or so ago. The T-shirt arrived with an ink anti-theft tag attached. I have reached out to their customer service 3 times with no resolution. The only 2 options they provided were to print a return label and take it to **** or take it to a Gap store. The nearest store is over an hour away from my home, so I don't think thats a fair ask. I do not have a printer at home, so I can't print the return label. I asked if they could mail me a return label, since I should not have to pay my library or *** to print it for me since they sent this with the ink tag attached. They have refused 3 times and said those are the only two options. Neither option they presented works for me, and I believe I have presented a reasonable alternative which is to mail me a label.

  Business response

  09/19/2024

  RE: Better Business Bureau Case 22292764
  
  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 received an item with the sensor attached. While the best way to correct this is to return in-store or by mail, we're sorry to hear that you are unable to get a return label. we have partnered with our leadership team to have one mailed to you. please allow 5-7 business days for it to arrive by mail at the address on the order. We appreciate the opportunity to help.
  
  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

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 21, 2024 I ordered a jacket from ******** on order 1XPP160. That jacket arrived on the 26th. Within a day or two I washed it on gentle - we are supersensitive to chemicals - and when I hung it to dry I noticed a hole in the collar. I complete the return form due to the hole. Then on August 6th, I processed in my mind that it was on sale and I hadnt yet returned it to exchange it so I better buy another. There was only size small left so I got one of those 1J0VNNV. It still fits my daughter, she just wont be able to put sweatshirts etc under it. I did finally send the original one back and today it was returned to me. They so kindly highlighted that the tags were removed, it was washed, and said it was stained . . . . it's not stained, it's faded in spots from the degradation of their cheap material in one washing on gentle. It average 90 degrees the week that jacket came. There is no way in this world that my daughter was wearing a jacket anywhere. And on top of that I said right from the beginning that there was a hole in it. Are they really going to try to resell a jacket that has a hole in it?

  Business response

  09/17/2024

  RE: Better Business Bureau Case 22284623
  
  
  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 the Cinched-Waist Utility Jacket from order 1XPP160. We regret seeing that your return was not provided the accurate defective evaluation and apologize for any disappointment caused. While we would typically ask that you mail the jacket back so that we could provide the appropriate evaluation, to get this resolved for you, we've completed the return on order 1XPP160. The $11.43 refund will post to your MasterCard ending in 5642 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 **********************
  
  

  Customer response

  09/18/2024

  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

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My CC was used without authorization. I found this when a message was sent to me about a shipment. I did not order anything. I contacted the ** company and they are reissuing a card. Apparently items will still be shipped? The order was just placed today and I have the address of where it was going. I said they need to cancel the order since its fraudulent and I was told I had to wait 3 days??? The only place I use this card is the ******** site. No one can tell me how my information was taken. I want ******** to contact me. I have also notified the police **** in the city where the merchandise was being sent.

  Business response

  09/13/2024

  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. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear your card was used without your permission. Please know that we are unable to assist with fraudulent charges through this platform and you will need to speak with our customer support team. If you could please call us at ************** and ask to speak with them, they are available to contact from 8:30 am - 9pm (ET) Monday- Friday and 10am - 6pm (ET) Saturday& Sunday. They will be able to better assist you. Thank you for 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

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My online order was missing an article of clothing that was paid for. I contacted Banana Republic through their portal and they refused to replace the missing piece of clothing or refund me for what was not provided in my order.

  Business response

  09/18/2024

  RE: Better Business Bureau Case 22269023
  
  
  Dear Eve,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Banana Republic, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that the Poplin Top was included in the package for order 1XRD7LT. When a missing item claim is denied, we recommend reaching out to the issuing bank for the credit card used on the order to dispute the charge. 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

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Athleta order quality issue Order issue Ordered the same jacket in multiple colors but the same size regardless of color.Received the black LTall from order 1JVD3PPand the sleeves are a little short Received the white LTall from order 1JVL9GH and the sleeves are perfect and the right length for a LTall The customer service agent would not create a return label and place a new order for me at the same price for the issue.I the customer am being forced to solve a quality control problem that I did not create and they asked that I prove the issue by sending the one item back and then placing another order; the entire process to get this resolved is too complicated when I didnt recieve the proper quality of a $100 ********* like to exchange the black LTall for another black LTall at the same price in the same size in hopes of getting the right sleeve length

  Business response

  09/11/2024

  RE: Better Business Bureau Case 22266732
  
  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 we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear of the size discrepancy between the jackets. While we do not have the ability to send a replacement, we're happy to help with making the exchange. You can print a return mailing label from your online account or by visiting *************************************. You can then place the new order and respond to this BBB case and we'll be happy to honor the price paid after discounts of $84.00 and waive the standard shipping fee. Please know that it may take up to 15 business days from the date you mail the jacket back for it to be processed and refunded. We appreciate the opportunity to help. 
  
  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

  09/12/2024

   
  Complaint: 22266732
  
  I am rejecting this response because: You are not responding to the correct issue, there are TWO SEPARATE ISSUES WITH TWO DIFFERENT BRANDS
  
  Sincerely,
  
  ******* ******

  Business response

  09/13/2024

  RE: Better Business Bureau Case 22266732
  
  Dear *******,
  
  Thank you for your reply. Since you opened two separate BBB cases, we will only be able to address the concerns regarding the exchange in this case. For concerns regarding the other case, they must be responded to within that BBB case. Please know we have provided instructions for getting the return label to mail back the defective jacket and have agreed to match the price paid of $84.00 to reorder the jacket. 
  
  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 **********************

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Order 1JVDL06 was placed on 9.6.2024 and has yet to ship.I placed the order with 2-3 business day express shipping, thus the items will not make it here within the window of express shipping as chosen during checkout.I'd like a make good offer from customer service

  Business response

  09/11/2024

  RE: Better Business Bureau Case 22266705
  
  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 your package was delayed. Typically when an order is delayed we are happy to waive the shipping fee. We have reviewed your order and see that you were not charged for the express shipping so we are not able to provide an additional refund for the delay. We see that you spoke with an agent on 9/10/24 and were given a promotional code for 15% off your next order. We are unable to provide any additional compensation and appreciate you reaching out. 
  
  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

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Many time since having a ******** credit card I have ordered on line and every year for no reason they cancel my order and tell me for security reasons no manager will fix it I have to go order in store. This happened 6 times today in 4 years of using my credit card this last time they refused to help me and my credit card bank cant help because its the ******** website customer service issue because they charged me on my card but I have to wait to receive my credit back. No manger from the store when I went can help because its on line website I can order from the store on line but not at home on line no one has fixed this or offered a service that can fix and last time it just went back on its on and I was able to order on line after many calls. This is unacceptable. Terrible customer service this has to be the worst I have experienced ever.

  Business response

  09/11/2024

  RE: Better Business Bureau Case 22261631
  
  
  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 that your orders have been canceled. Please call us at ************** and ask to speak with our customer research department. Our customer research department is available 8:30 am - 9 pm (ET) Monday through Friday and 10 am - 6 pm (ET) on Saturday. They will be able to provide you with more information about why your order was canceled and help you ensure future orders are successful.  
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩