ComplaintsforGap, Inc.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased clothes from ******** in ************ **** on October 31, 2021. I used the self checkout counter and entered my bank card for payment. I was charged approximately $82. After entering my credit card information the machine froze and did not print a receipt. The cashier said they would have to ring us up again. This time our **** come to around $100 and my husband paid with his bank card. Before leaving the store I checked my bank account and noted that the payment processed from the first transaction. I told the cashier but she refused to do anything saying it would just reverse itself. The charge still has not reversed and I have no receipt or any way to get my money back.

  Business response

  11/09/2021

  RE: Better Business Bureau Case 16106009 
  
  Dear ****,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding your recent online experience.  At ********* we strive to offer our customers a world-class shopping experience, and I am sorry your experience made you feel you needed to reach out to a third party for resolution. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're disappointed to learn that didn't happen with the self-kiosk. While we aren't able to issue the credit from here, we'd be happy to confirm if this transaction was completed and actually charged, or if it was attempted and the pending authorization will be released. 
  
  We'll need some additional information to look into these transactions and confirm. Please reach out to let us know the exact date you made your visit, the specific store, and the last four digits of your card number. Just reference the case number provided below and we'll get started for you. Thank you so much for your time and understanding!
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 800-OLD-NAVY.  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 11:00 am to 9:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  *********
  Gap, Inc. Customer Relations
  
  
  cc: The **********************

• Initial Complaint

  11/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 24 I placed a large order at ******** for myself and my family. Order 16S2G6T. It arrived on October 29 and included 2 pairs of pajama pants for me and 1 pair of pajama pants for my husband. We both wore them on October 31 and within hours of wearing them, the both ripped. The pajamas are our right size, and very roomy especially when standing and there was no reason why this should have happened other than it being a defective product. I contacted ******** and they said Id need to bring them to a store to be examined to find out if they are defective. I have a full time job and 2 small babies and dont ever make it out of the house. I have pictures of the damage but theres no way Id ever be able to bring the pants to the mall. When I told this to the chat person, they offered me 10% off...no thanks. Basically I wasted my money and I will no longer be shopping at ******** if this is the level of quality and customer service being provided now.

  Business response

  11/03/2021

  Tell us why here...RE: Better Business Bureau Case 16083810
  
  Dear ********,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order 16S2G6T.  ************ we strive to offer our customers a world-class shopping experience, and I am sorry your experience made you feel you needed to reach out to a third party for resolution. 
  
  The defective policy allows you to return your items to the store, or mail them back online to have your items reviewed.  Be sure to speak with the manager if you visit the store as only they are empowered to replace or refund the PJs if they see they are defective.  While this is the quickest way to return them, you can also print a free pre-paid mailing label to send them back online.  
  
  Please know that it is never our intention to frustrate our customers with our policies or processes, however, the evaluation of an item you feel is damaged or defective is an important step in the return process. Since we do not have a way to review the item, we depend on the store management or online returns team to evaluate merchandise that customers feel did not meet their expectations.
  
  Please note that there is no time frame for a defective return. So you can return to the store at your convenience. With regret, we are unable to instruct managers to take items back, and we typically do not review merchandise at our location. We hope you understand.
  
  We believe customer feedback is essential in evaluating the performance of our products.  We take all customer concerns very seriously and have forwarded your comments regarding the quality of your PJs to the appropriate merchants for review.
  
  Thank you again for reaching out, we are always happy to help.  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 11:00 am to 9:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  **********
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer response

  11/04/2021

   
  Complaint: 16083810
  
  I am rejecting this response because: a big corporation like this should trust a loyal customer when they say that an item is defective. **************************************************** has lost my business. 
  
  Sincerely,
  
  *******************************

  Business response

  11/10/2021

  RE: Better Business Bureau Case 16083810
  
  Dear ********,
  
  Thank you for your additional message. It's never our intention to disappoint our customers with our available options in this situation, and we're sorry for letting you down here. 
  
  As mentioned, the return of these items for evaluation is a very important part of our process. In addition to a number of reasons, this allows our trained staff to identify and track style and fabric defects and share those specific details with our Product Integrity team so that we can work to improve going forward. 
  
  We do understand the inconvenience of making a return in store, and so we do offer the ability to send online items back to our Returns team by mail. You can get a free prepaid mailing label online at https://bit.ly/2T9s0pf, and you can even partner with the carrier directly to arrange a pick up to avoid making a trip out. 
  
  Thank you again for reaching out, we are always happy to help.  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 11:00 am to 9:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  *********
  Gap, Inc. Customer Relations
  
  cc: The Better Business Bureau

• Initial Complaint

  11/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a jacket and pants from Banana Republic via online. I received a line of credit to take advantage of a 20% discount. I called the store because I couldnt get the discount online. I was told I must bring the items in to a store to receive the discount. I called the ************** location to request a small be held for me. When I went to the store to get the discount. I explained to the cashier the purpose of my visit. She said I needed to do the transition within 2 weeks of ordering the items. She also asked me if I purchased 2 jackets. I told her I requested a size small to be held at that location. I received the (2) receipts. I called the customer service to make sure I have a zero balance. I was told there was a balance on a card that I never received and returned all items purchased.

  Business response

  11/02/2021

  RE: Better Business Bureau Case 16083305
  
  Dear *******,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding your recent return to your new Banana Republic **** card.  We appreciate you including all of the details for us.  
  
  We're sorry you didn't see the credits to your card account yet. The refunds were processed on November 1 and can take as long as 5-7 business days.  This is not always the case, but it is possible.  You may have seen them post this morning, but if you still don't see them by Monday, November 8, please let us know and we will see what is happening. We appreciate your patience.  
  
  You mentioned that you have not yet received your new card.  We encourage you to reach out to ************** as they administer our brand credit cards.  We don't have access to your credit card account for your security and privacy.  You can reach them on BR ******************* Number, **************.
  
  I hope this is helpful.  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 11:00 am to 9:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  **********
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer response

  11/03/2021

   
  Complaint: 16083305
  
  I am rejecting this response because:i was told that there is another jacket on my **** that I did not purchase. This was stated in my original complaint but it was not addressed in the response. I want to make sure that there is a zero balance reflected under my name. The company should include detailed information regarding the initial discount when applying for a store card. My first experience with this company was not a pleasant one.
  
  Sincerely,
  
  ***************************

  Business response

  11/10/2021

  RE: Better Business Bureau Case 16083305
  
  Hello *******,
  
  My apologies for not addressing the jacket. We do see an order, number 16MM03X which was placed on October 16, the the same day as order number 16MP160.  Order 16MM03X had one size small Reversible Double Faced Shirt Jacket. this may have been ordered by the store for you.  The tracking on the package indicates it was returned to sender for an incomplete address.  We have issued a refund for order number 16MM03X in the amount of $271.10.  You should see that reflected on your account within 5-7 business days.  Please let us know if you don't see it within that time.  
  
  We are sorry to hear you weren't provided information on the benefits, rewards, and special perks for cardholders.  We have a dedicated page Rewards Details page with all of the information.  https://lnnk.in/dacH. We hope you will take some time and review the benefits of having a Banana Republic **** Card.  We are happy to answer any question about the program should you need any further assistance. I hope this is helpful. 
  
  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 11:00 am to 9:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  **********
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been calling the customer service representatives at **************************. over 20 times for the last 2 months. At first I was unable to access my reward points (over **** pts.) on my account online. I have spoken to numerous customer service representatives and supervisors who say it is a technical problem and they will contact the appropriate department to fix the problem and will get back to me. No one has ever gotten back to me. I keep calling back, telling them what the issue is over and over again. Now, the problem has gotten worse. I am unable to access my account online.

  Business response

  11/02/2021

  RE: Better Business Bureau Case 16048761
  
  Hello Iris,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding your Rewards points.  At Athleta, we strive to offer our customers a world-class shopping experience, and I am sorry your experience made you feel you needed to reach out to a third party for resolution. 
  
  We see that the accounts have been combined and are under the email address you included in this complaint ending ******************** and the phone number ending xxxxx1-0700  There are currently $53 dollars available to use, with more points pending. It is imperative that you use the email and phone number listed on the Rewards account to earn and redeem Rewards.  
  
  You will need to update your email address and phone number on your online account.  Just visit athleta.com and sign in from the top right corner, and choose to update your profile.  If this is not successful, please let us know so I can continue to find a resolution.  
  
  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 11:00 am to 9:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  **********
  Gap, Inc. Customer Relations
  
  cc: The **********************
  
  

  Customer response

  11/03/2021

   
  Complaint: 16048761
  
  I am rejecting this response because: I cannot change the information on my account because I am unable tp access my account.  Did you read my complaint?  
  
  Sincerely,
  
  *********************

  Business response

  11/09/2021

  RE: Better Business Bureau Case 16048761
  
  Hello Iris,
  
  Please know it's never our intention to disappoint you with this experience. We can see that when you spoke with our leaders on 11/2, they advised if we did not find a resolution by the 8th to create a new shopping account with a different email address. We can then merge the two, and the points and status will be transferred to that new email. You would use that email address to shop with going forward. We hope you'll reach out to us and reference the case number provided below once you have that new email ready to go. Thanks you so much for your time and understanding! 
  
  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 11:00 am to 9:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  *********
  Gap, Inc. Customer Relations

  Customer response

  11/10/2021

   
  Complaint: 16048761
  
  I am rejecting this response because:  **************** was supposed to call me by November 8, 2021 to inform me of the status of my complaint, which they failed to do.  I had to call again on November 9, 2021 and speak to yet another customer representative and supervisor.  The supervisor told me that the IT department informed customer service on November 5, 2021, that they were still working on a resolution. I do not understand how it can take 2 months for the IT department to resolve this matter?  Are they ignoring the problem?  Does Gap, Inc. not value its customers and the years of business I have been giving it?  Three days passed and not one bothered to relay this to me by November 8, 2021. I do not feel I should have to create another email address and would prefer to use the email address I am using now.  I was told by the supervisor the IT department should have the problem resolved in a few days and would call me on November 12, 2021.  I am awaiting a phone call on November 12, 2021 on the status of this ongoing problem and will decide then whether to create another email.  It does not make sense to create another email address just for this one account.  

  *********************
  

• Initial Complaint

  10/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I would like to know why ******** / GAP **** Customer Relations advised I could create a new ******** account and start shopping online again. Per the attached chat information I was told on 09/22/2021 that I could create a brand new ******** account and start shopping online again. I was able to place ***************************************** which I paid for all of the orders and received them without any issues. the new email address I used for my new ******** account is ************************ I would like to request to have my new ******** account unlocked to where I can start shopping online again. It is ridiculous how I have been lied to by ******** / Gap ***** Customer relations team. I am requesting to have this issue resolved in a fair manner. Thank you, *************************

  Business response

  11/02/2021

  RE: Better Business Bureau Case 15846371
  
  Dear ****,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding your closed account with our brands, and the possibility of having your shopping privileges reinstated. Please know your requests to be reinstated have been reviewed and it was decided that you will not be reinstated. You will no longer be able to process any of your transactions on our Gap **** websites. (Gap **** websites include, but are not limited to, gap.com, bananarepublic.com, oldnavy.com, athleta.com, intermixonline.com, gapfactory.com, and bananarepublicfactory.com).
  
  Thank you for letting us know that the chat agent provided you with inaccurate information during your chat, and we have shared this with their immediate supervisor for follow-up and coaching.  The documentation on your account indicates that we have advised you previously that we cannot make this decision here at our call centers.  Thank you for your understanding. 
  
  Please note, any further correspondence regarding your account status may not receive any other response other than this message. We wish you the best.
  
  Sincerely,
  
  **********
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer response

  11/02/2021

   
  Complaint: 16073641
  
  I am rejecting this response because:
  
  I did not say the agent provided me with inaccurate information. I want to know who authorized the clearance of me creating a new ******** account on 09.22.2021. Per the information I received from the Concern team I was advised I could create a new ******** account and I was able to place 12 orders. I received all of the orders without any issues. Please advise how I can setup Arbitration as this is ridiculous how ******** wants to sit here and deny all information that I was provided. The information provided on 09.22.2021 that was attached shows the new account was cleared to be able to shop online again. Therefore, had the chat have been read and reviewed the information shows the Concern team knew of the new account being created, authorized the new account being created and allowed me to place several orders and shipped all of the orders to my address. I guess once ******** received the money for the orders they had nothing more to say.

   

   

  Thank you,

  
  
  *************************

  Business response

  11/05/2021

  RE: Better Business Bureau Case 16073641
  
  Dear ****,
  
  Thank you for this feedback. Please know we will forward it to the appropriate team for review.
  
  As we have previously mentioned, customer service is unable to assist with this concern.  Please send all correspondence to the mailing address previously provided. 

  We wish you the best.

  
  Sincerely,
  
  **********
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer response

  11/08/2021

  Per the above complaint number please close the complaint as I have no further need to respond as this matter is resolved.

  
  Thank you,

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told my order 16LQ48L was refunded 2 weeks ago but I never received any refund.I contacted the payment processor Afterpay and was told no refund was ever processed, and if a refund was actually processed it would show for them in 1 day.Gap doesnt reply to any emails.

  Business response

  10/29/2021

  RE: Better Business Bureau Case 16072433
  
  Dear *********
  
  I am writing in response to your recent complaint filed with The Better Business Bureau.  At Gap, we strive to offer our customers a world-class shopping experience, and unfortunately, we did not meet youror our ownexpectations, and we are sorry for the disappointment.  
  
  We hate to hear you still have not seen the credit reflected on your account. Upon review, our records indicate the credit was processed correctly and we see that it was sent to Afterpay on October, 21. I have attached a screenshot of the Order Collection Details which show the credit. I hope this is helpful. 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-GAP-STYLE ***************).   
  
  Sincerely,
  
  Georgianna 
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer response

  10/30/2021

   
  Complaint: 16072433
  
  I am rejecting this response because: photo attached
  
  Sincerely,
  
  *****************************

  Business response

  11/04/2021

  RE: Better Business Bureau Case 16072433
  
  Dear *********,
  
  Thanks for including the email from Afterpay. We see from the attachment you provided, that the email is dated October 30. Please know, we have partnered with Afterpay regarding the missing refund and found that they just released the credit to your bank on November 1.  ******** will make the funds available to you based on their refund policy, but typically that is within 3-5 business days. If you don't see the refund by November 8, we recommend you contact your bank directly.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-GAP-STYLE ***************).   
  
  Sincerely,
  
  Georgianna 
  Gap, Inc. Customer Relations
  
  cc: The **********************

   

• Initial Complaint

  10/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order number 16Y8X7C . The tracking indicates my package was delivered, however, I do not have it. We have checked with our neighbors, and they do not have it either. Lasership indicated someone with ******** needs to follow up directly. I would like a refund or replacement of these items should my package not be located.

  Business response

  10/25/2021

  RE: Better Business Bureau Case 16056730
  
  Dear *******,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order 16Y8X7C.  ************ we strive to offer our customers a world-class shopping experience, and I am sorry your experience made you feel you needed to reach out to a third party for resolution. 
  
  We reviewed your complaint and we were unable to find the information from your initial contact with us.  We see on the Lasership tracking if you click on the little camera icon, there is an image of the door where the package was left.  It may be helpful if you recognize the location.  To prevent any further delay, we have refunded the order for you since you indicated you have not yet received it.  If the order is found, simply let us know and we can recharge you if needed.   
  
  If you would like to place a new order, just place the order as normal and select express shipping. Send us the new order number and we will adjust it to the price you paid on the last order for the same item and waive the shipping charge.  We hope to hear back soon. 
  
  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 11:00 am to 9:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  **********
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer response

  10/26/2021

  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 did click on the photo icon they provided. The front door in the picture is not mine, nor is it one I recognize from my street (I can provide a picture of my front door as proof - Lasership doesn't have a way for me to upload photos).  Thank you for processing the refund.

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

• Initial Complaint

  10/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an online purchase and as soon as I got confirmation of my order I changed my mind from reading reviews I called and cancelled my order immediately and I never got the cancellation email I requested instead they sent me a tracking # from *** I went to *** and they do not have the order I called back and the girl said its too late to cancel I said your www says you can cancel immediately and they will not ship or charge you I called back and they refuse to cancel my orders or give me my money back They said I can get the package and take it to the nearest store which is an hour away I want my money back ASAP

  Business response

  10/18/2021

  RE: Better Business Bureau Case 16033133 
  
  Dear *****,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order 16N463X. At ********* we strive to offer our customers a world-class shopping experience, and I am sorry your experience made you feel you needed to reach out to a third party for resolution. 
  
  While we do state on our site that we will do our best to accommodate a cancellation request, we're unable to guarantee that our ******************* will be able to stop the order before it gets too far into processing and it may still ship. We can see that most of the items in your two orders were able to be stopped in time, but that a pair of jeans were shipped instead.
  
  Be assured, we absolutely do have a process to help ensure you aren't paying for an item you don't receive. We must wait through the promised delivery date so that the carrier can make any changes you request through them and still arrive, but if you don't receive them by the end of 10/22, just let us know. We'll be able to help at that time, and the remaining cancelled items will never have been charged. 
  
  Customer feedback is a large part of how we conduct our business and identify areas of improvement so be assured I will make sure your feedback is shared with the appropriate leaders within our organization for review. I appreciate your help in this way and hope to have a chance to give you a great experience with us soon! 
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 800-OLD-NAVY. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 11:00 am to 9:00 pm Eastern Time. Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  *********
  Gap, Inc. Customer Relations
  
  
  cc: The **********************

• Initial Complaint

  10/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have two ******** e-gift cards with a $10 balance each (total $20). I recently noticed that someone stole my card information and used the $20 for online shopping. I immediately reported to ******** regarding this issue and requested a replacement of my gift cards. I have stated that I didn't use my ******** gift card center, and the representative is fully aware that someone else used my gift card. However, the ******** gift card center representative refused to replace the stolen gift card and claimed it was the customer's sole responsibility. As a long-time ********/Gap loyal member, I was shocked by their service. I am a victim of gift card fraud, and there is a clear statement in the ******** gift card guidelines that once the card has been reported as lost or stolen, ******** will transfer the gift balance to a new card. Here I file a claim against ******** and request a replacement of my $20 gift cards.

  Business response

  10/18/2021

  RE: Better Business Bureau Case 16032227 
  
  Dear Yueming,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding your Gift Card.  At ********* we strive to offer our customers a world-class shopping experience, and I am sorry your experience made you feel you needed to reach out to a third party for resolution. 
  
  While I understand the frustration in losing the balance on your gift card in this way, we are only able to replace lost or stolen gift cards for the amount that is available on the card at that time, and when an original receipt is provided. This is stated on our **************** page online, under the Buying a Gift Card section, where you can drop down more details about replacing a lost or stolen card. For ease of access, you can follow this link as well: https://oldnvy.me/3jeGnne. I'm sorry for any confusion caused. 
  
  Though we're truly not able to replace the gift card with a zero balance, we really do want to have an opportunity to give you a great shopping experience with us. As such, I've requested an extra $20 promotional code be emailed to you to use on a future purchase. Just allow up to 3-5 business days for that to arrive, and be sure to keep your eye out in your trash/spam folders in case it filters there.
  
  Customer feedback is a large part of how we conduct our business and identify areas of improvement. Be assured I will make sure your feedback regarding the replacement of gift cards is shared with the appropriate leaders within our organization for review. 
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 800-OLD-NAVY. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 11:00 am to 9:00 pm Eastern Time. Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  *********
  Gap, Inc. Customer Relations
  
  
  cc: The **********************

  Customer response

  10/20/2021

  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,
  
  Yueming

• Initial Complaint

  10/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Intermix advertised a sale -- 20% off purchase of $1000 or more on eligible items. I made a purchase early morning on the first day of the sale. The site did not function properly and the 20% was not deducted from my total at checkout. After my first email to the business, I received a reply stating the items I purchased were excluded from the sale (which is not true -- all but one were marked as promo eligible). Following my third email I received a reply stating the 20% off will be adjusted on the order, but the items will be considered final sale. The same items are 20% off -- and not final sale -- for every other customer; and there is no reason to subject me to such restrictions. Intermix should have QA'd their site before going live with the sale. Their error(s) have become my problem; and the customer service people have made it worse.

  Business response

  10/19/2021

  RE: Better Business Bureau Case 16011677 
  
  Dear *********,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding your price adjustment request. At Intermix, we strive to offer our customers a world-class shopping experience, and I am sorry your experience made you feel you needed to reach out to a third party for resolution. 
  
  Our records indicate that one of our Intermix leaders called you on 10/11 and left a voicemail letting you know they'd be happy to make the 20% adjustment if you were to confirm you were going to be keeping the item. We did not hear back from you, however, the following day a Return Merchandise Authorization was requested for all of the items in the order. Since we had not heard from you that you planned to keep the item, and you requested to return it shortly thereafter, there was no need to make the adjustment. I'm truly sorry for any confusion or disappointment this may have caused.
  
  Please be assured, I will 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.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-855-4IMIX-HELP. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 11:00 am to 9:00 pm Eastern Time. Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  *********
  Gap, Inc. Customer Relations
  
  
  cc: The **********************

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