ComplaintsforGap, Inc.

• Initial Complaint

  09/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered four items on August 28, 2024, and was charged $110.03 (order number 1J7VFPF). The order shipped on August 29th with an expected delivery date of September 3rd. The order was not delivered and has not been scanned by the carrier, LaserShip, since Sunday, September 1st at 1:23 AM. I called LaserShip on Wednesday, September 5th and they told me the package is likely lost and they would open an investigation. She said if I don't receive it within 2 days to call Banana Republic customer service. I have both chatted with Banana Republic customer service and called them today (September 7th). The one I chatted with sent me a link to file a claim...the link doesn't work. The *** today told me to call back tomorrow and they'll connect me to LaserShip. I already spoke to LaserShip and they told me to call Banana Republic. The package has not been scanned in almost a week by LaserShip, but everyday this week they just update the estimated delivery date to the same day, despite the package not having been scanned since September 1st. I would like a refund or ***lacement, and don't understand why no one is able to help. The answer is always "call back tomorrow" and LaserShip says to call Banana Republic, while Banana Republic says they need to connect me to LaserShip. This is not my issue...the package was never delivered...either LaserShip or Banana Republic needs to provide a refund.

  Business response

  09/10/2024

  RE: Better Business Bureau Case 22253173
  
  
  Dear *******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Banana Republic 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 you have not received your package. Please know if these events, we must wait till three business days after the estimated delivery date before we can consider the package missing. This allows the carrier time to locate or correct issues if any mistakes happen. We're sorry for any disappointment caused by needing to wait to submit the claim.
  
  We reviewed your account and see a full refund was issued on 9/9/24 in the amount of $110.03.  Please allow up to 10 business days for the refund to be posted to your account. If you would like to reorder the items, we'd be happy to match the promotional price paid minus any rewards, applied and waive the standard shipping fee. Just call us at the number below so we can replace your 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 ************** ***************).  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

  09/11/2024

   
  Complaint: 22253173
  

  I appreciate the refund (as I requested) and response, and this complaint can be closed.  However, I do not agree with the merchants assertion that the issue was having to wait three business days from the expected delivery date to issue a refund. I contacted Banana Republic on 9/5 after the expected delivery date of 9/3.  They sent me a link to file a claim and said I could file it on 9/7, three business days after the expected delivery of 9/3.  However, on 9/7, the link would not allow me to file a claim.  I contacted Banana Republic again and they told me to call back during normal business hours on 9/7.  When I contacted them again later in the day, they said I had to wait till 9/9 to file a claim (8 business days, they said, from last tracking status update). There was no follow-up from Banana Republic and the onus was on the customer to keep contacting them and Lasership.  Lasership also kept changing the expected delivery date from 9/3 to 9/4, then 9/5, then 9/6, then 9/7, then 9/8, then 9/9.  On 9/9 they sent me an email that the package was lost and then later that night said it was delivered and left at the front door (not true).  There are other complaints like this below.  It shouldnt have been so complicated to get a refund, and Banana Republic should have offered to reship the items in an expedited way, rather than offering standard shipping (as they did in their response above), which was already free on this order due to spend amount.  I am a long term customer and regret this experience.  Had there been a consistent message from customer service, a ******************** complaint would not have been required. 

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

  Business response

  09/11/2024

  RE: Better Business Bureau Case 22253173
  
  
  Dear *******,
  
  Thank you for your reply. 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 response

  09/11/2024

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

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint against Athleta regarding a defective item I purchased and the ongoing issues with their return process.On June 21st, I purchased two pair of shorts from Athlete for $80.50, but upon receipt, I discovered a hole in one of the shorts, rendering them defective. I promptly returned the item via **** and ******* confirmed receiving the returned shorts on July 8th.Since then, I have neither received a refund nor an exchange for the defective item. I have made multiple attempts to resolve this issue. I contacted Athletas customer service on June 28th and again on August 9th, seeking clarification and resolution. I also sent two messages on July 22nd and August 21st inquiring about the status of my return. Despite these efforts, I have been told repeatedly by customer service representatives that this will get resolved with 48 hours and its still not resolved. This delay and lack of clear communication are both frustrating and unacceptable. I kindly request your assistance in resolving this matter promptly and ensuring that I either receive a refund or an exchange for the defective item.

  Business response

  09/10/2024

  RE: Better Business Bureau Case 22240550 
  
  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 that you received an item with a hole in it and that your refund was not processed. We have reviewed your account and opened an investigation into the return. We show that the investigation was completed on 9/10/24 and a refund was issued in the amount of $40.25. Please allow up to 10 business days for the refund to be posted back to the original form of payment. 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

  09/10/2024

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

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 16, I placed an order online for the Gap *** for toddler boy and big boy clothes for ****** in which I did not receive the items when they told me my items were delivered. I tried to get my money back and the company refused and told me to contact my bank l, in which I did and I was denied that dispute. So I tried to purchase the items two times second time under the same information the 3rd time with a new email and delivery address and both of those orders were cancelled the 3rd order I was told it was fraud and to call gap kids and that I can only shop in store. I pleaded the order for the 4th time through a live gap agent in which I received that order al for l the same items. But theyre still refusing to give me back $****** for the 1st order I never received. They only refunded me $19.70

  Business response

  09/04/2024

  RE: Better Business Bureau Case 22232897
  
  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 your package from order 1XQRQWL even though it shows as already delivered. Although we have been able to issue credit for the previous orders in the past , this is not a solution we can offer in an ongoing manner, and we are no longer able to issue a credit for missing items going forward. To complete a more thorough investigation and help ensure our carriers are held accountable for failed deliveries, we truly do need to have you file a dispute with your bank for any items you did not receive.
  
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-800-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 response

  09/04/2024

   
  Complaint: 22232897
  
  I am rejecting this response because: I never received my items nor was my money refunded. I also had to repurchase the items and use a different email address and delivery address.
  
  Sincerely,
  
  *********************

  Business response

  09/10/2024

  RE: Better Business Bureau Case 22232897
  
  Dear *****,
  
  Thank you for your reply. 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 1-800-GAP-STYLE ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  08/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went into the GAP store located at ************************************** on 8/30/2024 (2 1/2 hrs round trip drive) and inquired about labor day sales online and in stores. I was told by the store clerk, an older woman with short grey hair that the only sales GAP had was to buy 1 item in store and get any 2nd item in the store for 1/2 off. I accepted her answer not expecting for her to be deceptive. So I paid $89.95 for a pair of pants, and got a second item (earrings), I get to the register and then I'm told that jewelry isn't half off, despite being told just moments before that "any 2nd item in store was 1/2 off". So I accepted that as an honest mistake and paid full price for both the pants and the earrings. I got home and checked the GAP website to see if they had the pants I purchased in other colors, only to see the exact pair on sale for labor day for $44, which is $45 dollars less than what I paid in store. I have my receipt as proof of purchase and had someone with me when I was explicitly told there were no other sales in store or online. I called customer service on 8/31/24 at around 3:55 pm EST and was ruthlessly stonewalled by the woman I was transferred to. The woman told me that it's not acceptable for me to expect staff at GAP to know that their store has online labor day sales because stores are a "separate entity" and that she will not refund me the difference no matter what I say or how I feel it wasn't happening and that I was wrong and that was the end of the discussion. She was overtly rude condescending, offensive and speaking in a dismissive authoritarian tone. The store clerk never clarified or mentioned that the store was a "separate entity" from the company's website when I verbatim asked about in store and "online" sales, this is unethical. I'd like the difference in cost refunded which is $45 and I'd like an apology from the woman who spoke to me in such a demeaning and degrading manner.

  Business response

  09/03/2024

  RE: Better Business Bureau Case 22224676
  
  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 about your experience. While our merchandise typically starts at the same retail price, our marketing team may run different promotional offers in-store and online to ensure our customers are always getting a great value no matter where they shop. While our stores and online are unable to match each other's promotional offers, we are confident you will find great deals whether you shop in-store or online. Please know that store price adjustments can only be completed in-store and you will need to reach out to the store directly to see if your purchase qualifies for a price adjustment. 
  
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-GAP-STYLE ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   
  
  

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a package that never got delivered and I have been 9 days waiting for them to resolve the issue or get me a refund for my missing merchandise. Ive called two different times and was told each time Id have to wait 1-2 business days. This is day 9 and they still have my ******************************** need to wait another 1-2 days.

  Business response

  08/31/2024

  RE: Better Business Bureau Case 22223189
  
  
  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 1J3VF7K. We do see that the order was refunded, with a credit of $303.35 being issued earlier today. The refund will post to your **** ending in 3107 within 7-10 business days, though the actual timeframe is determined by the servicer of the account.
  
  If you decide to reorder any of the items, call at the phone number or chat from our website with the original and new order numbers along with your email address and we'll be happy to match the original price paid on the items before points were applied as those were returned to your reward account 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 **********************
  
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 21, 2024, I placed an online order with ******** for 4 t-shirts totaling $27.44. I used $24.63 of my ******** gift card balance and $2.81 of my credit card to pay for the order. The order was to travel via *** SurePost with the local post office doing the final delivery. On August 28, 2024, I got an email alert for **** that the package was out for delivery.I waited patiently until I received another alert that the package had been delivered. I went outside and there was no package. I looked around the apartment complex and there were no package. I went to the local post office and told them I didn't receive a package. The clerk called the carrier and he said that he made the delivery. I was skeptical at this point because there have been a couple of instances where the mailman delivered my packages to the wrong address. I then emailed the landlord to so that he could check the security camera to see what happened. He confirmed that a carrier came up to the door to my apartment building but said he didn't see a package on the front step. Maybe someone ran in and eluded the motion detection of the camera and stole it but there is no evidence the package was there.I later asked the super who is frequently in and out of the courtyard at that time and he said he didn't see anything.I tried contacting ******** customer service a couple of times and they basically said their hands were tied. One person told me to file a claim on the website after waiting a couple of days. Today, August 30, 2024, I filed a claim on the site and only a few minutes later my claim was denied without asking for any information such as me asking the landlord to check the security camera for visual evidence the package had been delivered. There was little investigation.I then went back to customer service and was told to call ************ to see why my claim had been denied. I called and they continued to give me the run around saying their hands were tied.

  Business response

  09/06/2024

  RE: Better Business Bureau Case ********
  
  
  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 sorry to hear that you did not receive order *******. When a missing order claim is denied, we recommend reaching out to the issuing bank for the credit card used on the order to dispute the charge. If you would like to speak to our Customer Support team ************************ regarding your claim, they may be reached at ************** and are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. They are the only department that have the ability to assist with denied claims. We appreciate your understanding.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  
  cc: The **********************

  Customer response

  09/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have already contacted those numbers which is why I opened this complaint.  As I said in my initial complaint, I paid for 

  most of the order with my ******** gift card balance.  There is no bank associated with a gift card.  I did not receive

  the package and I would have already disputed the charge had I paid with a credit card.  I would like the package to

  be re-shipped.  If not, refund my gift card balance.

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

  Business response

  09/11/2024

  RE: Better Business Bureau Case ********
  
  
  Dear *****,
  
  Thank you for your reply. We truly are unable to issue a refund for the missing package. We recognize that this process may not be ideal for all customers, and we will also make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we appreciate your help and understanding in this. 
  
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. 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

  09/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  They continue to give boilerplate responses.  I did not receive the package.  I have already called those numbers and given the run around.  My so called claim was denied without any investigation. They can't simply throw up their hands and say so what, tough luck.

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

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased date 08/21/24 Dispute date 08/27/24 I placed an order on line only to realize one item was missing. I called and was given a link to file a claim. My claim was quickly denied. I called again only to be told that I need to dispute the issue with my bank. How outrageous. My item is missing, more accurately it was not shipped with the other items and instead of being up right to their loyal customers I was told to dispute it with the bank.

  Business response

  09/07/2024

  RE: Better Business Bureau Case 22203934
  
  
  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 an item was missing from your order. Although we have been able to issue credit for the previously missing items or orders in the past, this is not a solution we can offer in an ongoing manner, and we are no longer able to issue a credit going forward. We truly do need to have you file a dispute with your bank for any items you did not receive.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-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

  09/07/2024

   
  Complaint: 22203934
  
  I am rejecting this response because:  I have had issues with Gap before and like they indicated it was resolved.  Why is it an ongoing issue on gap's part that they cannot resolve.  I have been a faithful customer for many years and I was made to feel like a liar or that I want something for nothing.  The issue lies with who ever is packaging the orders for shipment, they are failing to do their job properly and customers like me have to fight for something they have paid for.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I put an online order to Gap *** on 8-3-24. The total of the order was $243.60 for 8 items. I received the 1st package on 8-6 with 4 items. The 2nd package was delivered on 8-7 but I noticed the perforation was opened, and package was resealed. When I opened it anyway to find 2. I reviewed the order and the tracking showed 4 items as recorded being in the package. on 8-9 I filed a claim with Gap directly which was rejected that same day, yet I was unaware at the time because I did not receive the email. I then called back on 8-16, at that time there was no mention of claim being denied only I would receive a refund to my ******** **. I then placed a new order for same items but 1 item was out of stock so I placed a new order for only 1 of the missing items. I contacted Gap again on 8-26 as I still did not see the refund. The person was difficult to understand and what I got out of the call was that there was an issue with the refund on my ** side. I was told to contact my ********** to dispute. This was confusing. I called ********** who put in a disputed charge ***ort. and that the **** at Gap told me to dispute $34.71. I advised I would call back to Gap again for further clarification. 2nd call to Gap and the next *** I connect to was again difficult to understand and could not answer about ** refund denied or claim overall denied. I was then routed to ****** who flat out told me the claim was denied and that I had no other recourse other than to dispute the ** charge. She would not provide me any information as to why it was declined other than saying I got an email on 8- 9 after a full investigation was done. She also stated that there was a picture of the package on my porch. I agree I got the package, the problem was all I paid for were not included in the package. I also filed a claim shipping company, Ontrac but ultimately, I was told I needed to go to the retailer. to date I have paid 2 times for one item 1 time for another item I never received.

  Business response

  09/04/2024

  RE: Better Business Bureau Case 22203416
  
  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 your missing item claim was denied when you were expecting a refund. We have partnered with leadership and issued a refund in the amount of $34.71. Please allow up to 10 business days for the refund to be posted to your account. We appreciate you giving us 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 **********************

  Customer response

  09/10/2024

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

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello BBB Please help me get my money back from this company. I placed an order August 17 for my wife. Order number 1J3H4F5 for three items for $74.39 ************ never shipped the items. They sent me a claim link that said ineligible. Lasership never got the items. Tracking number 1LS722769425091 Everytime I speak to customer service they make excuses as to why I cant get a refund. This has happened before where I had to wait over a month and they didnt issue a refund so i was forced to report them for a dispute. I am now in the same predicament for a second time where they know I dont have the items and yet they have my money. Please help me get my money back BBB thank you

  Business response

  08/30/2024

  RE: Better Business Bureau Case 22194830
  
  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 you never received your refund. We have reviewed your account and show that a chargeback was filed on the order and was accepted. Since the chargeback was accepted, we cannot provide an additional refund, and we recommend partnering with your bank. We appreciate you taking the time to reach 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

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with Athleta on 6/7/24 and received all but one item of the order. It says it shipped, but according to the tracking they provided it still has not been delivered. When I called their customer service to request a refund for the undelivered item, the ** **** ***** refused to immediately issue it. It's only for $15.13 including tax, but it's been over 2 months that I made the purchase and would expect an immediate refund since they can see on their own tracking (attached) it was never delivered. Very poor customer service in my opinion!

  Business response

  08/29/2024

  RE: Better Business Bureau Case 22193768
  
  
  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 you were missing an item from your order. We have emailed you claim instructions to report the item missing for our claim department to review, please allow up to 24 hours for the email to arrive. Please follow the directions in the email and allow 2-3 business days to hear back about the missing item. If the claim is approved you be refunded for the missing item. If you would like to reorder it, we'd be happy to honor the promotional price paid and waive the standard shipping fee. Just call us at the number below so we can help place your order. 
  
  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 **********************

*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. ↩