Complaints

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

close

Find a Location

Gap, Inc. has 732 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gap, Inc.

  2 Folsom Street San Francisco, CA 94105

• 

  Gap Outlet

  93 W Campbell Rd Rotterdam Square Mall Schenectady, NY 12306-6800

• 

  Banana Republic

  3056 State Route 10 Shoppes @ Union Hill Denville, NJ 07834-3486

• 

  Gap Stores

  4120 William Penn Hwy Monroeville, PA 15146

• 

  Gap, Inc.

  50 West 34th St. New York, NY 10001

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:03/17/2025

  Type:Billing 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.

  My card was charged for an order that I utilized rewards points for. I called customer service and they could not refund the order and use the points instead. I will now accrue interest charges awaiting a return and refund and I will have to wait for these items to be available from backorder when I reorder. If there is a way to complete this transaction with my points rather then with my card I would appreciate it. Thank you for your time.

  Business Response

  Date: 03/22/2025

  RE: Better Business Bureau Case ********
  
  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 your rewards were not applied at checkout. Please know there is a short window after the order is placed where we can cancel the order so it can be replaced with a new order and rewards applied. As you go through checkout, it will also show you what amount is being charged to rewards, and your card. We have reviewed your account and see that you spoke with our leadership team on 3/17/25, who issued you $50 in rewards since we were unable to apply the rewards after the order has been placed. 
  
  
  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 1-877-3ATHLETA ***************).  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 Answer

  Date: 03/22/2025

  I had to reorder the black linen pants using my points, and I will be returning the original pair. However, I am now being charged $10 more for the reorder. Could you please adjust the price to match the original order amount?

  
  The $50 credit you provided barely covers the interest that will be accrued on my credit card, not to mention the time Ive spent following up, waiting for responses, and handling returns and replacements.

  
  If you could at least apply a price adjustment on the black linen pants, it would help resolve the issue. I will then simply pay cash for the undyed linen pants, which I cannot reorder as they are backordered until April 30th.

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

  
  

  Business Response

  Date: 03/29/2025

  RE: Better Business Bureau Case ********
  
  Dear *****,
  
  thank you for your reply. we have reviewed your new order and see that it was mostly paid for with rewards and we'd be unable to adjust the total on the new order. However, we can add an additional $10 in rewards to your loyalty account. Please let us know if you would like to accept this offer. 
  
  
  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 Answer

  Date: 03/31/2025

  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:03/15/2025

  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.

  I ordered three items online at *********** on March 8, 2025 consisting of Loose Built-In Flex Jeans 36W 36L | Dark Faded, Loose Built-In Flex Jeans Built-In Flex Jeans 36W 36L | Medium Wash, and Curvy Extra High-Waisted Wide-Leg Jeans 4 Regular | Dark Wash. Two of the three items were received on March 11, 2025 in one package. The Loose Built-In Flex Jeans 36W 36L | Dark Faded was not included in the package. I originally believed that the item may have been shipped separately, but after a few days I decided to reach out to customer service to inquire about the status. I reached out to customer service via chat on Friday, March 14 and was instructed to file a claim for the missing item via and emailed link provided by the customer service agent at ******* CST. I completed the claim and received a denial of said claim with no explanation on Saturday, March 15 via email at 5:33AM CST. I reached back out to customer service via chat on Saturday, March 15 via the online chat option at approximately 9:30AM CST. I was told by the agent that my claim was denied, but they could not provide me with any further information. I explained, again, that I had not received the merchandise for which I was being charged and I didn't understand why I wasn't being provided a replacement or a refund. The agent was very kind and apologetic, but instructed that my next course of action would be to dispute the amount of $30.43 directly with my credit card. I did so through ******** online at 9:42AM CST with reference number CIS3476645. I am disappointed that this situation, which was beyond my control, has come to this. I have been a long-time customer and have recently faced issues with items not being delivered due to carrier errors and now a missing item in the package itself. It is unfortunate that a customer will now be lost over such a small amount of money. I hope this can be resolved and quickly. Thank you.

  Business Response

  Date: 03/22/2025

  RE: Better Business Bureau Case 23069884
   
   
  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 all of the items from order 1LGFHDL. When a claim is denied, we do recommend disputing the charge with your bank so an investigation can be opened. While we are unable to overturn the denied claim, what we can do, to thank you for your feedback and for being a valued customer with us, is add ***** points ($31) to your reward account with us for use instore or online with any of our brands. The points are available for use at this time and we will be sure that the details of your experience and feedback are shared with the appropriate leadership teams.               
   
  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: 03/22/2025

  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:03/13/2025

  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 did not receive the package. It was never delivered to my home or my neighbors home. I would like my refund or the items I ordered. $101.10 may not be a lot to them but that is a lot me.

  Business Response

  Date: 03/20/2025

  RE: Better Business Bureau Case 23062409
  
  
  Dear Tiger,
  
  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 1LWPS81. 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. 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.
  
  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 Better Business Bureau

• Initial Complaint

  Date:03/12/2025

  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.

  ******** lost my order and I have been trying to find out where it is. I asked them to send me another pair of pants this ofthe same kind and they said they cant do that so I am not understanding what I need to do next.

  Business Response

  Date: 03/14/2025

  RE: Better Business Bureau Case 23053354
   
   
  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 this was not your experience with your initial order of the Extra High-Waisted Braided Wide-Leg Jeans in order 1LWHXG0. We do see that the order was refunded in full on March 13th and that $37.30 refund will post to the payment method used for the order within 7-10 business days of that date. We're also happy to see that you were able to reorder the jeans in order 1LX6C8R and that the package is on the way to you now. The tracking details should arrive soon via email. 
  
  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: 03/16/2025

  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:03/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed order 1L21QP6 on 01/04/25 for $71.39. I received the package but 3 items were missing. I contacted customer service and was told all items should be within the 1 package and a claim would be filed. On 01/11/25, I received an email the missing items could not be refunded. I called customer service and was advised I could dispute the charge for the missing items. I disputed the charge for the partial amount of $34.76 which was the cost of the 3 items. I received a credit on my account for the full order amount $71.39. On 03/01/25, I logged into my account and noticed the full amount added back to my balance. I called ******** and was advised the merchant disputed my claim stating the package was delivered and I would need to fax or mail a letter of intent. I faxed the letter on 03/01 and called on 03/04 to ask for confirmation it was received. The representative could not confirm and advised I would see an update on my account if the charge went on hold for the claim to be reviewed. To date, I have not seen any updates. I have had several recent issues with ******** including 2 missing packages and a totally incorrect item delivered. I have spent almost 2 months trying to get a resolution of a refund or replacement for the non received items totaling $34.76.

  Business Response

  Date: 03/14/2025

  RE: Better Business Bureau Case 23047519
  
  
  Dear *******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from ********, and we're sorry to hear that you never received all of your items from order 1L21QP6. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   
  
  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23047519
  
  I am rejecting this response because:
  

  I have communicated with ************************* several times. I reached out January 11th to initially file my claim and then again after I was emailed the claim was denied. I then spoke with ******* regarding disputing the claim for the partial amount and was told the merchant which is ******** denied my claim. I have already tried what the response suggests, and have yet to recieve a resolution. 

   

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

  Business Response

  Date: 03/22/2025

  RE: Better Business Bureau Case 23047519
  
  
  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 Answer

  Date: 03/24/2025

  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.
  

  I attempted again to call customer service and after some back and forth I have finally been issued a refund for the non received items. I no longer trust shopping with this merchandise but am glad to have finally been reimbursed for the items I never received.

   

• Initial Complaint

  Date:03/10/2025

  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.

  My wife placed an online order with Old ******** a day or two later she checked the status of the order to see when it would be delivered. It was then that she noticed the order was canceled by ******** due to fraud on the card. The bank that issued the card did not receive a fraud alert from ******** and there were no fraudulent charges on the card. She attempted to contact the customer service but was told the research department is the only one who could help but they are closed. The customer service *** was unhelpful and informed her to call back the next day. ******** and gap must have a better way to contact customers and discuss potential fraud and provide immediate assistance when there is suspected fraud on a card." *************** must be able to answer fraud questions. We request someone contact us regarding this potential issue. It's unacceptable.

  Business Response

  Date: 03/14/2025

  RE: Better Business Bureau Case 23047453
  
  
  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 so sorry for any frustration you're experiencing. Your order currently needs additional verification, if you could please call us at ************** and ask to speak with our customer support team, they are available to contact from 8:30 am - 9pm (ET) Monday- Friday and 10am - 6pm (ET) Saturday& Sunday. They would have more information to provide to you in regard to why it was canceled and if they are able to still honor those sale prices for you if they are able to reinstate the order.
  
  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:03/10/2025

  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.

  I placed the order on 2/25/2025, on 2/28/25 my package was loaded on the truck ready to be delivered, however it never moved for 2 days, until I contacted shipping company LaserShip 1LS722781167656, the next day on 3/5/25 at 6am, my package shows was delivered, I went to check but nothing was there, I contacted the shipping company again, ask if they can send me photo of proof for delivery, but they don't have any. They asked me to wait for 48 hours. on 3/8/25, I contacted shipping company again, and they told me to contact vendor. OK, I contacted Athleta (GAP), ask for refund, but I received an email says the refund was denied. I called GAP, they told me to dispute my credit card company.I used my GAP rewards equivalent to $16, and $20 Athleta gift card plus credit card charge. I request they either send my rewards, gift card, credit card charge back, or send me replacement.

  Business Response

  Date: 03/14/2025

  RE: Better Business Bureau Case 23047159
  
  
  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 never received the package that reflects as delivered for order 1LDW10V. 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 **********************

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 23047159
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** H

  Customer Answer

  Date: 03/17/2025

  I request to send proof of delivery, if they have photo to proof? Thanks,

  Business Response

  Date: 04/02/2025

  RE: Better Business Bureau Case 23047159
  
  
  Dear *****,
  
  Thank you for your reply. As previously directed, we're unable to assist with missing item claims. You will need to speak with our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  
  cc: The **********************

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23047159
  
  I am rejecting this response because:

  I contacted customer service today again and told me the only solution is to dispute with my bank, which I already did, but I also used $30 gift card to purchase, and also more than $16 rewards points from my GAP account, how I get those back? seems no help........
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/10/2025

  RE: Better Business Bureau Case 23047159
  
  
  Dear *****,
  
  Thank you for your reply. As previously directed, we're unable to assist with missing item claims. You will need to speak with our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  
  cc: The **********************

• Initial Complaint

  Date:03/10/2025

  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 received an order from ********* One item was defective. Showed up to the store to return this along with a few other items. The store refused to take it because one of the items was defective. The store told me to contact customer service. **************** demanded me to ship the item for investigation. Im going away and I also dont have a printer at home. I dont have time to nor the resources to pay to print the label and packing materials and drop off the order to post office. All for a defective item I received not by my fault. All I want is a refund for the item which was $19.20.

  Business Response

  Date: 03/13/2025

  RE: Better Business Bureau Case 23046108
  
  
  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 you encountered an issue with an item from order 1LCY5DX. We stand behind the quality of our products and we apologize that the store misinformed you in regard to our defective merchandise policy. Our store managers are trained to evaluate items for possible defects, even if purchased online, as long as not marked to indicate online return only. If the item was found to be defective, the store should have been able to accommodate you by either exchanging for a replacement or a refund.
  
  While we understand that you are leaving for a trip and cannot print a label to mail the item back for the evaluation, as there is no time constraint on when the evaluation is completed, when you are able to return to a store location to speak with a store manager, please reference your case number, ********, and the store manager can contact our offices at the phone number below, Monday through Saturday, and we'll be happy to help with the policy and the evaluation process.
  
  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 Better Business Bureau

• Initial Complaint

  Date:03/10/2025

  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.

  I received email regarding ******** Super Cash, redemption code MPRL4FCJVR8Y. I was trying to make an online order via ******** mobile app on March 9th, the system shows me indicate the Super Cash expiry date March 10th, that was the reason I held my order in cart until today. When I was trying to checkout my cart on March 10th, entered the redemption code, it says invalid code. I am extremely upset of this seems to be system glitch has causes the lost of $60 from my super cash. Looking to restore this super cash to my account

  Business Response

  Date: 03/13/2025

  RE: Better Business Bureau Case 23045941
   
   
  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 of the confusion encountered with the redemption period for your Super Cash. While we are unable to extend the valid dates for the expired coupon, we're happy to provide you with a $60 replacement Super Cash code, BZDMF32J4W6W, which will be valid during our next redemption period, 4/05-4/13.
   
  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: 03/14/2025

  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:03/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: February 1, 2025 $34.99 on sale My expectation was that the Blue **** Pixie Pants purchased were the size annotated on the tags and waistband of the item. They all said size 20, but they were actually a 22 or 24. On the morning that I was going to wear them, I removed the tags and put them on. Once I realized how large they were, I had to take them off because they would not stay up. I purchased 13 pairs of the Pixie style pants from various *** Navy's in *******, **************, and on-line during the month of February, so I know how they should fit.On March 1. 2025, I attempted to exchange them with both tags because they were mismarked. The manager informed me that it was my loss because it was considered a "late return." I would not have tried to exchange them if they were the correct size. Approximately 15 minutes later, I contacted customer servicer for assistance. The agent called the *** Navy store in *************** in ********, **; however, the manager told her that I tried to return them without the tags. The agent said that there was nothing more that she could do at that point because I purchased the pants in-store and she only could handle online returns/exchanges.

  Business Response

  Date: 03/14/2025

  RE: Better Business Bureau Case 23044853
   
   
  Dear *****,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At ********, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  Please know we want all of our customers to have a pleasant and seamless shopping experience with us and we're sorry to hear that a pair of our Extra High-Waisted Polished Pixie Skinny Ankle Jeans didn't work out for you. While we're happy to accept new and unused items for return or exchange within 30 days of the purchase date with the original receipt presented, we regret we are unable to accept items for return or exchange after this timeframe unless the item is determined to be defective by a store manager. As the return was not accepted at the initial store location, if you are not satisfied with the outcome of the evaluation, we recommend letting another manager evaluate it for a second opinion. You may visit the original store, or another of our ******** locations. We understand your time is valuable and this process can be time consuming, but we depend on our store managers to make these decisions based on their hands on experience and expertise. 
   
  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: 03/15/2025

  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. Thank you!
  
  Sincerely,
  
  ***** ********-*****