Business Profile

Clothing

Gap, Inc.

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB’s business profile for Gap Inc. was created in May 1996. A review of complaints was completed in December 2024.

For information on your online order, please visit Get the Status of Your Order and GAP Customer Service.

If you need additional assistance, please contact GAP at Contact Us.

Complaints

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

Customer Complaints Summary

1,149 total complaints in the last 3 years.
437 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/09/2024
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.
MISSING ITEMS FROM MY ORDER! CLAIM WAS denied after 1 hour!!!!! Then they said I have to contact bank, DO YOU NOT HAVE ACCOUNTING TEAM. GIVE ME MY MONEY BACK. ORDEER NUMBER: 1X41FNY Reference Number:couhddg9qgo91b9f190g Date:Thursday, May 9th, 2024 Your Request Includes Retroterry Crewneck Sweatshirt Quantity: 1 Color: *********************** Size: XXS $79.00 Reason: ItemMissing Elation ****** Longline Bra A-C Quantity: 1 Color: Spiced Cabernet Size: S $54.00 Reason: ItemMissing Conscious Crop Bra A&#**C Quantity: 1 Color: **** Size: S $59.00 Reason: ItemMissing Aurora Seamless One Shoulder Tank Quantity: 1 Color: Black Size: S $47.20 Reason: ItemMissing Estimated Amount $239.20
Business Response
Date: 05/15/2024
RE: Better Business Bureau Case 21690454

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.

We want all our customers to be satisfied with their purchases from Athleta, and we're sorry to hear that you were missing an item 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 1-877-3ATHLETA ***************). 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: 05/16/2024

Complaint: 21690454

I am rejecting this response because: as a company it Is a ridiculous excuse that you cannot give money back. So if u go to the store to return something, they won't accept it and I need to file with ny cc company?! Ridiculous. If I return and online order via mail you can refund so I don't understand nor accept this response.

Sincerely,

******************
Business Response
Date: 05/21/2024
RE: Better Business Bureau Case 21690454

Dear *******,

Thank you for your reply. 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. We hope you will take the time to file a dispute with your bank.

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: 05/21/2024

Complaint: 21690454

I am rejecting this response because: they failed to give me a proper solution as a customer who values customer service. They severely missed the bar and I will no longer be shopping with athleta

Sincerely,

******* Pro
Initial Complaint
Date:05/08/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi, I ordered a new gap rewards credit card and got a few emails. First email said I could get 15% off code for signing up for emails and such. I also got a code that said on your first order with your gap rewards card I could get another 20% off GAPGOODNOW. It said in the email:Hi *******,Congratulations! You've been approved for a Gap Good Rewards Mastercard. Your new credit card should arrive by mail soon, you will get another email about that - there is no need to wait for the card to start using it today.Step 1: Click on the Temporary Shopping Pass button Step 2: You'll be asked a few security questions to validate your identity Step 3: Your secure temporary shopping pass will appear Step 4: Your temporary shopping pass will expire in 14 days Start shopping now! Your temporary shopping pass is valid until your permanent credit card arrives, but not longer than 14 days from your account open date.Remember, take 20% off your first Gap purchase using your new card by using this code at checkout: GAPGOODNOW.1 This code will expire 14 days from your account open date.I clicked on the temporary shopping pass button and filled out the information. It kept coming back invalid information. So, I called the credit card company, and they said the card was fine and I said how do I order she said it will be in your account don't worry. I went to the website I had an account for a few years, and it did show the card. It just said place order but when I did it didn't give me the 20% off. I called the customer service, and they said it was because it was a **** not the rewards. I asked if they could change the payment method so I could get the 20% off and she said she couldn't. I went thru a run around and its only $16.91 off more but the entire thing took over an hour and feel I should get the credit back. I love Gap that's why I asked for a rewards card. Just like to get the 20% off some way in a refund.
Business Response
Date: 05/09/2024
RE: Better Business Bureau Case 21681798

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 order was shipped to an incorrect address. While we attempt to make every effort to cancel the order in these situations, it's not always possible and may still ship. When that happens, we need to wait for a delivery attempt to be made before we can take action on the order. We do show that a full refund was issued on 5/7/24 in the amount of $98.95. Please allow up to 10 business days for this amount to be posted back to your account. If you would like to reorder the items, we'd be happy to match the promotional price paid and waive the standard shipping fee. Just call us at the number below to help place the order.

Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-800-OLD-NAVY ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.

Sincerely,

******
Gap, Inc. Customer Relations

cc: The **********************

Customer Answer
Date: 05/09/2024
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
Date:05/07/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order #1X3CG4M on 4/29/2024. I did not receive the order, filled out claim with ******** and they denied it:Reference #: cosmcknhrbjra1lqis20 When I received the status that my order had been delivered at my mailbox, I went to retrieve. We have a community mailbox and there was a key in mine. I used it to open a parcel box which contained two packages addressed to another neighbor. There was no ******** package. I hand delivered the two packages to the neighbor (*************** ****************************************). She had a key in her parcel box which she gave to me, but it did not fit into any of the locks. I then left a note for the Mall Carrier with the incorrect key, and told him I needed my package from ********. He replied to the written note, apologizing for the wrong key issue, but said he had no package. I have pictures of the note and the two incorrect packages I received. For ******** to charge customers for packages they didn't receive is unethical. We have had a problem with our Mail Carrier in the past because we are new construction with a community mailbox system. I won't be able to buy things online from ******** anymore if they won't refund or resend merchandise not received. Also, the *********** does nothing because there is no proof of delivery to dispute (like when *** delivers).
Business Response
Date: 05/09/2024
RE: Better Business Bureau Case 21677573

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 1X3CG4M. 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 **********************
Initial Complaint
Date:05/06/2024
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 an order (#1X293W4) and received the order but was missing one item. I attempted to call ******* to rectify the situation and have spent well over two hours total on the phone. But because their system automatically denied my claim, they say they have no recourse. So, they have literally stolen from me. I have no idea how a company of that size can just steal from me. I even asked for a replacement item which they wouldn't send either. They are unwilling or "unable" as they say to do anything for me. So, I've spent money on something I never received...also known as stealing. Its such a small amount that I cannot imagine why this is such an issue. I've uploaded screenshots of my order. It's the bathing suit bottoms. The "Clean Full Swim Bottom" in Size: Medium, Color: **** Blue Rib, #*************. That's all. I either want the item I paid for or want a refund for it. VERY SIMPLE. I also added the email they sent me to file the claim and then their very prompt denial of my claim. They are saying because their system denied my claim, that they cannot do anything. That is unethical and stealing. They have to have a way to rectify this situation.
Business Response
Date: 05/08/2024
RE: Better Business Bureau Case 21673719

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.

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 1X293W4. 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 1-877-3ATHLETA ***************). 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: 05/08/2024

Complaint: 21673719

I am rejecting this response because:
As I have explained to several of your employees at Athleta/Gap/whatever you want to call your joke of a company, the previous "credit" you are referring to was from an order that was shipped to an old address. Just like with this, when I called your company to have the order cancelled or redirected to the correct address, I was again told they would not do anything to help me. Furthermore, because it was NOT my address, the package was RETURNED TO SENDER as seen in the attached screenshot from **** So, if you are saying that this claim has been denied because of this incident, that is also MISLEADING. You were not out money or product as you received the item back in brand new condition. I never saw it.
Also, I HAVE TRIED FILING A CHARGE BACK WITH CREDIT CARD. I have attached a screenshot of a phone call with your company where I spent almost AN HOUR speaking to your representative who did a 3-way call to the credit card company to help do so. They were very resistant, did not understand why your company was doing this and said there was no guarantee of it being approved. EVEN YOUR OWN EMPLOYEE ON THE ***** SAID IT WAS LIKELY THAT I WOULD HAVE TO CONTINUE CALLING THEM BACK TO GET THE MONEY BACK. You should have this whole thing recorded BTW. Furthermore, it was NOT THEIR mistake. It was yours! I paid for I'm telling you that a $30 item out of a $200+ order was missing and I am literally spending HOURS AND HOURS of my time just trying to get my money rightfully back. THIS IS INSANITY AND THEFT. I should not have to do ANYTHING or spend any further time trying to get my money back for something I never received. It's as simple as that. REFUND MY MONEY OR SEND ME THE ITEM.
Furthermore, you had another "higher level management" staff call me to "apologize" and tell me that there was nothing you could or would do to help me. So, I have exhausted my options. Your business ethic is a joke.
So SINCERELY over you,
***************************
Initial Complaint
Date:05/03/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on April 27, 2024 (10:33PM) I placed an order for 4 pair of jeans and 1 sandals. The expected delivery date was Friday May 3. On Friday May 3rd I check the tracking to which it is showed delivered in parcel locker. Upon going to my parcel locker and checking I don't see anything. I checked my entire surrounding and property of my house and even asked my neighbors to see whether they had my package. Upon looking again at tracking it showed delivered in ************, which is another city. please note that the city I put for delivery during checkout was Otsego MN. I immediately called ******** customer service for more help regarding my missing parcel. I explained to the customer that my parcel was missing and showing delivery elsewhere. the service rep decided to be rude and lied saying it was wasn't delivered yet when I clearly saw on the **** page that it was marked delivered elsewhere. He told me I would have to wait 3 business days in order to recieve more help from them which really angered me!! I am now out of money and have no jeans. I really just want a refund at this point because this is beyond ridiculous.
Business Response
Date: 05/07/2024
RE: Better Business Bureau Case 21664046

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 sorry to hear you have not received your package although it shows delivered. We have reviewed your account and see that a missing package claim was opened on 5/6/24 and was approved. A refund has been issued in the amount of $114.95 and will be posted back to your account within 10 business days. We appreciate you reaching out and 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-OLD-NAVY ***************). 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:05/01/2024
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.
******** keeps promising me a refund will be issued for 5 items returned via **** To date Not credited Order number: 1HQ5T9F Total $165.76 minus $32.99
Business Response
Date: 05/03/2024
RE: Better Business Bureau Case 21655064

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 you have not received the refund for the return you mailed back. We have opened an investigation and will notify you by email when it is complete within 3-5 business days. We appreciate you reaching out so we can help. For further questions, please call us directly at the number below.

Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-800-OLD-NAVY ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.

Sincerely,

******
Gap, Inc. Customer Relations

cc: The **********************

Customer Answer
Date: 05/03/2024

Complaint: 21655064

this has been going on for too long *** was given a package containing 5 items. The *** receipt has the pack weight. *** tracking shows the item was delivered back one month ago. I have called ******** 4 times and they acknowledge the return. Finally today I received credit for four items. What happened to the additional (1) item to be refunded? I want my credit card to be credited. As a courtesy you should give me a store credit / compensation for this ordeal

Sincerely,

**************
Business Response
Date: 05/08/2024
RE: Better Business Bureau Case 21655064

Dear ****,

thank you for your reply. The last item from this order shows refunded on 5/6/24 in the amount of $28.24. Please allow up to 10 business days for this to post to your account. 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-OLD-NAVY ***************). 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:05/01/2024
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 am writing to express my extreme frustration regarding my order, 1H83PP8, which has not been delivered despite almost three months passing since the expected delivery date. Despite numerous attempts to contact your customer service team via email, I have received no response. I have been left on seen.Initially, I was informed that the initial claim submitted for this package was done so too early, and that a new claim email would be forwarded to me for resubmission. However, upon attempting to resubmit the claim, I encountered an error preventing me from doing so. The system indicated that a return or request has already been submitted for an item in the package, and thus, I was unable to open another claim.This ongoing issue has caused significant inconvenience and frustration. I find it unacceptable to be required to contact customer service daily in pursuit of a resolution for a lost package. I am seeking prompt assistance in resolving this matter and obtaining a refund for the undelivered package.I kindly request urgent attention to this matter and appreciate your prompt assistance in resolving it. If you are not able to refund me, at least give me a store credit for the amount i spent!
Business Response
Date: 05/09/2024
RE: Better Business Bureau Case 21654724

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 Gap, and we're sorry to hear that you never received your package from order 1H83PP8. Although we have been able to issue credit for 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-OLD-NAVY ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.

Sincerely,

******
Gap, Inc. Customer Relations

cc: The **********************

Customer Answer
Date: 05/09/2024

Complaint: 21654724

I am rejecting this response because:
You could say:

Actually, I've never made a purchase from your online store before, let alone requested a refund. There seems to be some confusion.

Sincerely,

Customer Answer
Date: 05/10/2024
Online, not in store
Business Response
Date: 05/16/2024
RE: Better Business Bureau Case 21654724

Dear ******,

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 1-800-OLD-NAVY ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.

Sincerely,

******
Gap, Inc. Customer Relations

cc: The **********************
Customer Answer
Date: 05/21/2024

Complaint: 21654724

I am rejecting this response because:

Sincerely,

******************
Customer Answer
Date: 05/21/2024
Actually, I've never made a purchase from your online store before, let alone requested a refund. There seems to be some confusion.
Business Response
Date: 05/25/2024
RE: Better Business Bureau Case 21654724

Dear ******,

Thank you for your reply. We understand you have not requested a refund before but we were referencing our updated claim policy that does not allow us to issue refunds and instead, disputes must be made. To speak to someone about the denied 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. In the meantime, we will make sure your comments are shared with the appropriate leaders. If they are unable to refund, you will need to dispute the charge with your bank. Thanks for giving us a chance to assist you with this!

Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-800-OLD-NAVY ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.

Sincerely,

******
Gap, Inc. Customer Relations

cc: The **********************
Customer Answer
Date: 05/25/2024

Complaint: 21654724

I am rejecting this response because:
You mentioned on the previous comment that Although we have been able to issue credit for 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 and now you are saying that you know that i havent asked for a refund before but instead because of the updated policy. Each time is a different response. This is so frustrating
Sincerely,
Initial Complaint
Date:05/01/2024
Type:Customer Service 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 package was damaged during delivery and an item is missing I called ******** and they told me I would have to re-purchase the item if I wanted it and file a claim to get my money back. They refuse to just ship another item. If they had of properly shipped the package maybe it would have not gone missing.
Business Response
Date: 05/07/2024
RE: Better Business Bureau Case 21653649

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 an item was missing from your package. We're glad to see missing item was refunded on 5/4/24 and that $5.09 refund will post to your **** ending in 8489 within 10 business days of that date. While our system does not allow merchandise to be reshipped, if you'd like to reorder the Fitted Tank Top for Girls, we'd be happy to match the promotional price paid and waive the standard shipping fee. Just call us at the number below so we can help place the order or chat with us after the order is placed with the new order number and we'll be happy to make the adjustment. We appreciate the opportunity to make this right!

Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.

Sincerely,

******
Gap, Inc. Customer Relations

cc: The **********************
Customer Answer
Date: 05/07/2024

Complaint: 21653649

I am rejecting this response because: this was the resolution the person on the phone said and I don't agree with it. I just don't see how nobody can see how this is backwards.

Sincerely,

***************************
Business Response
Date: 05/09/2024
RE: Better Business Bureau Case 21653649

Dear *******,

Thank you for your response. We hope you know that it is never our intention to disappoint our valued customers and we're sorry this has been the experience with this order. Our operating system prevents us from having the ability to reship from an order and we regret frustration this causes you. We will be happy to match the pricing and waive standard shipping on a reorder if you'll give us a call or chat with us. 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 Answer
Date: 05/10/2024

Complaint: 21653649

I am rejecting this response because: its nonsense and not my fault you have a bad system. I stand firm on that.

Sincerely,

***************************
Initial Complaint
Date:05/01/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Saturday April 20th at around 2:26pm, I placed an order #1X0QV2N for 3 black sweatpants and 3 blue cargo shorts which were for a family getaway. On Thursday April 26th, I woke up and noticed a email delivery conformation email around 12pm which was sent around 10:16am with a photo "proof" from *** tracking #1Z4X4881YW36651519. However, when I went to retrieve my package it was NOT there. I live a Bronx building with 100 apts and there have been multiple mail/package thefts occurring which is why I set up blink door camera to scare people off. Unfortunately, my free trial had expired and I did not renew my subscribing because I had to wait to get paid today on the 1st as I like to pay the whole year out. Anyway, I called ******** right away same day if delivery and was told I had to file out a claim online, but that I had to wait till after Sunday because it was the actual expected delivery date. I did what I was advised filed claim on Monday April 29th and my claim was DENIED refund on April 30th. Problem is I did NOT want a refund I asked to have the items I paid for $130.45 either reordered to pick up at store or delivered with require signature. I called today on Wednesday May 1st to speak to claims department and was transferred to someone that stated they could not reissue my items and told me to depute the charges with my bank which I cant because that would be fraud because I DID authorize the purchase, it was stolen therefore ******** should accommodate the situation being they're the ones that do not require signature. I should not lose out on money because *** left it without ringing my doorbell and someone took it. I just want the items I purchased, not looking for a refund and willing to even pick up in store if need be to avoid further issues.
Business Response
Date: 05/02/2024
RE: Better Business Bureau Case 21651067

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 1X0QV2N. 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 Answer
Date: 05/13/2024
I do not agree with the company, simply telling me to report it to my bank because that will be fraudulent being that I did authorize the purchase, but I did not receive my package because it was stolen. I was unable to respond in the timeframe because unfortunately, my father had some medical difficulties and its scheduled for an emergency open heart surgery, which led me to have to cancel my Mothers Day trip in the right place for me to get back to the situation. Hopefully you take a look at the screenshots and guide me to my next step Again, Im not asking for a refund. Im just asking that ******** reissues me the items I purchased and I can even pick it up at the store or have it delivered to a pick up access point so that this situation does not occur again.
Business Response
Date: 05/17/2024
RE: Better Business Bureau Case 21651067

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 1X0QV2N. 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 Better Business Bureau
Initial Complaint
Date:04/30/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered bunch of items online recently. Order number is 1X38X1B. Ordered on Apr 29, 2024.I ordered a total of 11 items with 9 being kids item. One of the men's tank top, the Performance Vent Tank Top ************* M | Panther was missing. I called customer service, SPOKE TO 4 AGENTS ON CALL and CHATTED WITH 4 AGENTS ONLINE WITH them for like an hour. They were not helpful at all. They all kept sending me a claim link which doesn't work when I enter my order number, email address and the issue. Very poor customer service
Business Response
Date: 05/02/2024
RE: Better Business Bureau Case 21648819

Dear Karma,

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 had an item missing and were unable to submit the claim. we have reviewed your account and show that a refund was issued on 4/30 in the amount of $14.07. $4.02 will go back to your card within *********************************** the amount of $10.05 has been emailed to you. We appreciate you reaching out and we're glad to see your issue has been resolved.

Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-800-OLD-NAVY ***************). 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 **********************

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