Complaints

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

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• 

  Gap, Inc.

  2 Folsom Street San Francisco, CA 94105

• 

  Gap Outlet

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

• 

  Gap Stores

  4120 William Penn Hwy Monroeville, PA 15146

• 

  The Gap

  1485 Portage Avenue Space L115 Winnipeg, MB R3G 0W4

• 

  Old Navy

  1470 Palisades Center West Nyack, NY 10994

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:12/19/2023

  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.

  ******** use to have quality clothing. I am so furious that I spent $400 last month on a jacket and clothes for my young daughter. The jeans and pants were all great. I can't complain. But every single shirt, sweater, sweatshirt I bought has either shrunk, had pills, or just faded after only 1 wash. I did not complain right away because it started with just 2 long sleeve shirts (that are washed in cold water) then it was a sweatshirt that had fuzz all over it after 1 wash, then another sweatshirt. $40 sweatshirts not on sale. I'm not quite sure what I'm looking for out of this complaint, I do not have the receipts because I paid cash. I bought a winter ***** that the zipper broke, it's thin and cheap. I'm so very furious over this. Money is so tight because of the cost of everything right now and ******** really pushed me over the edge with their very poorly made clothing. I will never buy from ******** ever again and it's clear that they are going out of business rather quickly.

  Business Response

  Date: 12/20/2023

  RE: Better Business Bureau Case 21030933
  
  
  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 about your experience with the quality of our products. We stand behind the quality of our products, and we're committed to providing you with a great experience. You can take the items to your local store and speak with a manager for a defective merchandise evaluation. Our managers are empowered to return or exchange any items determined to be defective.
  
   If you made the purchase online you also have the option to mail the items in to our online returns center. If a member of our online returns team determines they are defective, we will issue a full refund to the original form of payment. If you purchased the item online and would like to mail in the item for evaluation, please call us at the number below and we'll email you a prepaid return shipping label. We'll share your feedback about this item with our product integrity team so we can improve moving forward. 
  
  
  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:12/18/2023

  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.

  Purchased flannel pajama bottoms that shrank in the wash .. ******** refused to do a return on the items because they were washed .. I want a refund of $20 for the price of 2 pajama bottoms

  Business Response

  Date: 12/20/2023

  RE: Better Business Bureau Case 21027160
  
  
  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 about your experience with the flannel pajamas shrinking. We stand behind the quality of our products, and we're committed to providing you with a great experience. You can take the item to your local store and speak with a manager for a defective merchandise evaluation. Our managers are empowered to return or exchange any items determined to be defective.
  
   If you made the purchase online you also have the option to mail this item in to our online returns center. If a member of our online returns team determines they are defective, we will issue a full refund to the original form of payment. If you purchased the item online and would like to mail in the item for evaluation, please call us at the number below and we'll email you a prepaid return shipping label. We'll share your feedback about this item with our product integrity team so we can improve moving forward. 
  
  
  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: 12/20/2023

   
  Complaint: 21027160
  
  I am rejecting this response because:I did mail the pajama bottoms to the online center and they were returned to me because they were washed. I then took them to the store and was to!d by manager they would not take them back because they were washed and it is there policy to not return items that are washed irregardless of them shrinking.the manager did not even take them out of the bag to examine them. I was dismissed as soon as I said they shrank .I want a refund for the damaged Pajama pants 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/27/2023

  RE: Better Business Bureau Case 21027160

  Dear *****,
  
  Thank you for providing the additional details regarding your experience when mailing the items back for the evaluation as well as your visit to the local store. We regret hearing that you were not provided with the appropriate evaluation and apologize for any frustration this caused you. 
  
  While we would typically ask that you mail the items back for the evaluation to be completed, we're happy to process the return of the two pajama bottoms at this time as a courtesy. The $18.86 refund will post to the method of payment used for the order within **** business days. 
  
  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 Better Business Bureau

  Customer Answer

  Date: 01/05/2024

  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:12/18/2023

  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 12/5/2023, I contacted *** regarding order #1GL62NW being marked delivered but not received. I was told that I had to wait 2 weeks to even be eligible to have my order investigated. Today, 12/18/2023, I reached out again, to inform ON that the package never surfaced and property management also hadn't reported seeing it. I had expressed that this was a time-sensitive order on 12/5/2023, and expressed dissatisfaction that I had to wait 2 weeks to initiate an inquiry when that 2 weeks could be spent locating this package. Everyone apologizes, no one actually helps. The *** told me to wait until 12/20/2023 to reach out a third time, at which point "necessary actions would be taken". He repeated this phrase on multiple occasions, at which point I asked him to explain those actions and to clarify if they would include a refund. He would not or could not answer this question. I rephrased, again and again, the rep would not answer clearly. I then asked to speak to a manager. The rep denied my request, so I insisted. He said the only thing he could do was "escalate" my concern, which would require a phone call. As a deaf person, that is not my preferred method of communication. I told the rep i would prefer email, he said thats not an option. I finally explained that I'm disabled. The rep didn't care lol Can you imagine in 2023, a business refusing to assist a disabled customer? Oh they'll assist me when I'm spending my money, but addressing a valid concern is where they draw the line. I want my money back, not now, but NOW. I will never spend another dime with this company or its subsidiaries and everyone should know how intolerant ******** is. This company needs better training all around, but bold-faced ableism is a low low.

  Business Response

  Date: 12/20/2023

  RE: Better Business Bureau Case 21023734
  
  
  Dear Faith,
  
  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 never received your package. Please know that the estimated delivery date on your order is 12/19 and in a case where it shows delivered early, it can oftentimes be a mis-scan by the carrier. In these instances, we are required to wait until after the promised delivery date to consider the package missing so we can allow the carrier the delivery window to get the error corrected. 
  
  We have issued a full refund in the amount of $121.69. Please allow up to 10 business days for it to post to your account. 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-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:12/16/2023

  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 purchased a gift to my son that resides in ****** ** with personal note and gift receipt. None of this was provided. I called today customer service to complain and ask for the gift receipt to be sent to him but I heard I am sorry it cant be done because its system generated. I think that is unacceptable. My son should be able to exchange the item for different size or different item if he wishes. Not to mention my personal note not being there. Order # #1GQBG07

  Business Response

  Date: 12/20/2023

  RE: Better Business Bureau Case 21015054
  
  
  Dear ***,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Banana Republic, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear the gift invoice and message were missing from your recent order. 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.
  
  Please know that without a gift invoice, the gift recipient can still make a return in-store or by mail with the information provided on the shipping label from the package the order arrived in. If they no longer have this, they only need the order number and email address used to place the order. This will also allow the return to be put on a store credit that can be used towards other merchandise. 
  
  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:12/15/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12-14-23 I checked my bank card accounts and noticed there was an ******** charge on 12-13-23 of $233 + on one of my bank cards (order #1GRG88D). I looked up the order on my ******** acct because I had not done an order that large. It was for things I had not even clicked on or looked at and definitely would not consider buying them not to mention the clothing and flip flops purchased were not sizes I would order for anyone. I spoke to a **** Rep w/******** and asked for it to be cancelled due to fraud and mentioned it had not shipped yet but would be shipped to an address in ********* ** which I live in ******** **.

  Business Response

  Date: 12/20/2023

  RE: Better Business Bureau Case 21012136
  
  
  Dear ******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that your card was used for an unauthorized transaction. We have submitted a request to our research department to attempt to reroute the packages back to the warehouse and we have noted your account thoroughly that the order was placed fraudulently. We recommend partnering with your bank directly to dispute this charge so that an investigation can be opened and your bank will partner with our research team to attempt to get the charge reversed. 
  
  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: 12/20/2023

  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:12/14/2023

  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 an order Order number: 1GYRWWY, at Gap.com for 10 items. All items were delivered except one, a winter coat :Kids Nylon Shine Puffer Jacket #************* Color: icy blue Size: L (10)Price: $64.80 When i reached out to customer service about the coat, they said they could not refund me, and that there were no other coats in inventory. They indicated they did not think they could process the refund because someone wrote on my account i am dishonest. Which couldnt be true because i dont order through them. so.... now they are just making up negative s***

  Business Response

  Date: 12/20/2023

  RE: Better Business Bureau Case 21007980
  
  
  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 the Kids Nylon Shine Puffer Jacket was missing from your order. We have reviewed your account and show a refund was issued on 12/19/23 in the amount of $64.80. Please allow up to 10 business days for the refund to post to your account. 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-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 Answer

  Date: 12/20/2023

  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:12/13/2023

  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.

  On the 3rd of December, 2023 I purchase some items from ********* On the 7th the order was ship i call ******** customer service because *** didnt have a delivery date. The representative said the package was to deliver on the 12 if I dont receive it to call them back. I look at the tracking number that was provided on *** and it said to contact ******** for a resolution. I call ******** customer service i spoke to a female representative she stated she will start a resolution. She have to refund the money then ill reorder the stuff again. Using a card it takes 3 to 7 days for you to get your money back so how i am supposed to get money to reorder the item. I also started I use afterpay so I cant reorder the item. So she started she can only refund the money to after pay. The only way she can resend the item i have to repurchase. I have been purchasing from ******** for years and i dont understand whats going on i need my package why do i have to inconvenience my self by finding more money to re order my item. I need ******** to send the item that I purchased on the 3 of December. Its about to be Christmas and im very unhappy, unset and disappointed with ******** and there representation. I need my package.

  Business Response

  Date: 12/19/2023

  RE: Better Business Bureau Case 21001042
  
  
  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 have not received your order as expected. We have reviewed the order details and show the package was delivered on 12/18/23. Although we know you expected your package much sooner, we're glad to see that it was delivered.
  
  Please know that in future instances, it is never our intention to inconvenience our customers. When an order is missing, we do not have the ability to reship orders and can only issue a refund. When this happens we're always happy to assist you with getting free shipping and the same promotions. We hope you understand! 
  
  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:12/13/2023

  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.

  On or about Nov 23, 2023 I placed an order online, order 1GFYF5L. It was for six items, but when I received it two of the items were missing. The two missing items:8093070520003 ************* On Dec 13 I tried to use chat to get my two missing items sent, only to be told that I would have to receive a refund, then place a new order, then call for a price match, in order to receive these items that, I have already paid for, and not received. Not acceptable. I have already requested a chargeback from my credit card of ****, but I also paid with an ******** gift card here, and need a refund of $19.11 on my gift card. (The total of the two missing items.) The ******** chat refused to refund my gift card.

  Business Response

  Date: 12/16/2023

  RE: Better Business Bureau Case 20999754
  
  
  
  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 so sorry to hear that items were missing from your package. While we certainly regret any disappointment caused, we're happy to see the items were refunded on December 14th, with $8.43 refunded to your MasterCard ending in **** and $19.11 emailed to you on a new eGift card. The refund to your card will post within **** business days while the eGift card was emailed to the email address associated with the order within 24 hours of the refund date.
  
  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:12/12/2023

  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 was told this black sweater was delivered and when I called customer service they would not help me. I want the sweater and if they cannot provide me with it then I want a credit

  Business Response

  Date: 12/19/2023

  RE: Better Business Bureau Case 20998994
  
  
  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 the black sweater was missing from your package. We have reviewed your order and see that a refund was issued on 12/13 in the amount of $29.72. Please allow up to 10 business days for the refund 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-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

  Date:12/09/2023

  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.

  Received a delivery from the merchant however, none of the items that received were part of my order. I tried called to tell them that I didnt receive a single item from my order and all the lady could tell me was to return the items and if I wanted the items from my order, Id have to reorder everything and if I needed it sooner (since I told her they were Christmas gifts) then I can place the order with her right there in the phone, pay for the items again and wait for the refund. My problem is that I purchased these items with a gift card. Paying with my credit card DEFEATS the purpose of using a gift card especially since my refund will be in the form of a gift card. The items I need are now also at a higher price and/or no longer in stock. This is absolutely ridiculous. I now have 9 useless items instead of the 5 I ordered as gifts. She told me there was no one higher available to speak with despite the fact that customer service line is suppose to be available until 1am and I called before 10pm. I will gladly return these items since I have absolutely no use for any of it but now its all my fault that they couldnt get my order correct.

  Business Response

  Date: 12/16/2023

  RE: Better Business Bureau Case 20984911
  
  
  Dear Phallyca,
  
  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 sincerely apologize that the wrong items were delivered in order 1GLJMVF. We regret any further disappointment caused by the options available to assist in a situation such as this, but we are happy to see the original order was refunded and that you were able to reorder with the same pricing and free shipping. The $12.67 refund to your **** ending in **** will post within 5-7 business days and the portion paid for with a gift card was reissued on the new $51.81 eGift card sent via email within 24 hours of the return. We'd appreciate it if, at your convenience, you'd drop the incorrect items received off to a store location, if you have one nearby, or mail them back with the prepaid mailing label that was previously emailed to you.  
  
  We've so grateful for your time and feedback on this experience, and we've added 500 points to your reward account with us to thank you for being a valued customer with us. 
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations

   

  cc: The Better Business Bureau