ComplaintsforGap, Inc.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged two times for Anorak Rain Jacket Size ** ***** black and the jacket was not delivered.On 11/13 I placed order for Anorak Rain Jacket Size ** ***** Black with 2-3 shipping days, Order # **CRDW9 and received *** tracking # 1Z20725XYN (SEE FILES ATTACHED). ON 11/21, I still did not receive order and *** tracking showed that label was created but order was not shipped and I need jacket by 11/25. I called Banana Republic 800 customer service number. Customer rep said that all she can do is return Order # **CRDW9 of $72.29 and after 1-hr on phone she created a new order, order # **HB979 for $71.83. However, when I got email confirmation, it showed 3-5 business days shipping and I needed it by 11/25. So, on 11/21 I called back customer service 800 number and asked to change shipping for delivery prior or on 11/25. **************** rep said they can't get it to me by 11/25 but will give me a 30% discount and sent me email confirmation for Order # **HB979 with total of $50.28. The *** tracking number for order #**HB979 is:2100000000000010503319.On 11/27, I checked my Banana Republic credit card and I am showing the $50.28 and the $71.83 charge for one jacket. I still have not received Anorak Rain Jacket, Size ** ***** Black. My request is to be charged once (remove the charge of $71.83), keep charge of $50.28 per 11/22 email (files attached) and deliver new, undamaged Anorak Rain Jacket as per order # **HB979.

  Business response

  12/15/2021

  RE: Better Business Bureau Case 16362960
  
  Dear Simona, 
  
  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 for order number 17CRDW9. Upon review, the credit was processed correctly and was sent to your Banana Republic credit card ending 2104.  Please see the attached documentation.  If you still don't see this credit, you may want to partner with ************** for help.  Since order number 17HB979 indicates it was delivered on November 30, we have credited that order as well.  This credit will reflect on your account within 5-7 business days.  We have attached this documentation as well. 
  
  Please note, express shipping may still be delayed a few days due to the overwhelming number of customers shopping online.  While we may have it ready on time, if the carriers are behind, your expected delivery date can still be affected. Our Shipping page in the customer service section, (https://lnnk.in/h6b9) indicates shipping charges and expected delivery dates are displayed in your shopping bag, however, actual delivery times and costs are subject to change. 

  With regret, we are unable to ship out the coat out again without you placing the order.  Please know it is not an unwillingness to send it, rather a system limitation.  We hope this resolves 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

  12/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered from this company Dec 4th 2021 because they had promotional deals going on. I got my husband two pairs of nice pants, both TALL, for a christmas present. Today ( Dec 11, 2021) I received my order, however the pants are regular, not TALL. My husband is 6'7, regular nice pants don't work. I work 60+ hours a week and do not have the time to go shopping in stores looking around etc. So I reached out to customer support. My problem is their total lack of willingness to help. The ONLY solution offered to me was that I either go to the store and return it and get a refund in a week, or mail it (I'd have to go get the label etc) and get a refund in 20 days. THEN to get what I ordered, I can place another order online and just hope I get the right thing this time. Then, I can contact support again to request they honor the promotional rate I was given on my original order. Of course having to explain all of this to a totally new customer support agent and just hope they understand what I'm talking about or asking for. Essentially I will pay over DOUBLE for this order until refunded in a month. Not to mention holiday shipping and I wouldn't get my new order in time. Look, I work way too much, especially in the season we are in, I do not have time for any of that. Literally any other place would send me the right thing I paid for. The people I talked to just kept saying there was absolutely nothing they could do and all of the work to get the product I paid for would be on me. I would be trying to fix their mistake, in the rare free time I might have before the holidays. ******** is a multi million dollar company and the fact that they expect their customers to fix their mistakes is wild to me. I can take pictures of the tag/sizes if needed but I do not currently have one.

  Business response

  12/13/2021

  RE: Better Business Bureau Case 16355573
  
  
  Dear *******,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order 17RD764.  ************ 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 want you to know it is not an unwillingness to send out replacement items, rather a system limitation.  We are sorry but we don't have access to your credit Card information to reship your items.  
  
  Currently, when you want to exchange an online purchase, you mail it back to using *** or ***** We have generated a label for **** so you can package up the pants and send them back.  The label has been emailed and attached to this response for your convenience.  For ****, you can leave them as outgoing mail for the mail person to pick up on their next delivery day.  This is much simpler than going through all of the steps you outlined.  Once you have sent that out for us, just reply and let us know.  Once we see it is in transit, we are happy to refund the pants for you. 
  
  You can then place a new order as normal and select express shipping, then send us the new order number and as long as it is the same item in a different size or color we will adjust it to the price you paid on the last order and waive the shipping charge. store purchases will be handled as a return/rebuy as well.  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-OLDNAVY.  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

  12/14/2021

   
  Complaint: 16355573
  
  I am rejecting this response because:

  
  

  I'm shocked that they respond with 'this option is much simpler than the other option we gave you' then quite literally list out the exact same option as before. How is it simpler when it is exactly the same? I don't understand what kind of response that is. There is no way a company cannot look up my order information to send out the correct size. Once again they are telling me I need to do all of the work to fix their mistake. 
  
  Sincerely,
  
  *****************************

  Business response

  12/20/2021

  RE: Better Business Bureau Case 16355573
  
  Dear *******,
  
  Thank you for your response.  We hate to hear you are disappointed with our response.  When we indicated it was simpler, we did all we could to limit your inconvenience in returning them.  No worries, since you would rather not return them, we hope you will keep the pants, and if your husband cannot use them, we ask that you donate them to someone who can in the spirit of the season.  
  
  We have issued a refund for the order and you will see a credit of $73.13 within 5-7 business days. As was previously indicated, we are unable to reship items without recharging them, so if you would like to place a new order, just place the order as normal and select standard shipping. Send us the new order number and we will adjust it to the price you paid on the last order and waive the shipping charge. 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 ***************).  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

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned a package for order number 17WWJN8 on November 19th. I follow the *** tracking daily and since dec 1 it stopped updating and has been saying since December 1 out for delivery. I have spoke to customer service numbers of times and every time I get a different answer. The first representative told me I will not be processed a return at all until they receive the package but they will send me a 20% coupon for my trouble ( they never sent me the coupon they lied) The second representative told me I have to wait until 12/16 and then maybe they will be able to refund me depending on the status of ***. The third representative told me today that they were processing the return and I would be receiving an email confirmation shortly. When 3 hit today and I didn't receive the refund confirmation I contact again and was told no refund was made and I have to wait until 12/14 before they can do anything. This is ridiculous at this point and I DEMAND my refund. its been almost a month since I shipped the refund package. I have received refund for packages that was shipped way after this one. The moment the package stopped tracking for more then 10 days I should have been given my refund.

  Business response

  12/14/2021

  RE: Better Business Bureau Case 16355240
  
  Dear Ashley,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order 17WWJN8.  At Banana Republic Factory, 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. 
  
  Upon review, we see that you contacted us on December 14, and the associate was able to help you with a refund.  We appreciate your patience with the delayed refund.  Please know, we are unable to refund an order without allowing the full time for the delivery.  Many carriers are having delays and delayed tracking information. It is for this reason, we ask customers to allow the full delivery time.  
  
  We are glad to see our associates issued you two 15% discount codes for your inconvenience. Since you indicated you didn't receive the first one, we are including a screenshot of the codes for you.  Please see attached**. 
  
  Your account shows that you have previously had difficulty receiving packages. We recommend going forward, that you order with a signature required to avoid any further lost packages.  Please note you may need to dispute the charges for any future missing items/packages. 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 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

  12/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am not sure how a business can operate in this way. I placed the order on Black Friday it wasnt shipped out until a week later. Then everything appeared fine. The package has been stuck in ******* ******* for the past five days. I tried to contact ******** myself about this issue and all they could tell me was that I need to wait another five days. Unacceptable. They have taken the money out of my account for an item I have not received in three weeks. They were in a hurry to take the money out of my account but apparently theyre not in a hurry to get my package delivered to my doorstep. Instead of promptly issuing me a reshipment they just want me to wait. And thats just not acceptable.

  Business response

  12/10/2021

  RE: Better Business Bureau Case 16347407
  
  Dear Amber
  
  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 see from your account that order 17Y7M8Q is still in transit, and is expected to arrive on or before December 13.  If you don't have your package by this time, please contact us again so we can see what we can find out.  Please note, most carriers are experiencing delays, but typically only 3-5 business days. We are sorry for any undue frustration this may have caused.  We appreciate your patience.  
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-GAP-STYLE ***************) and reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  Georgianna 
  Gap, Inc. Customer Relations
  
  cc: The **********************
  
  

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Returned an item to GAP on 11/28 through the mail. Per *** the shipment has been lost. GAP is refusing to refund me. ORDER # **GVLBC / RETURN TRACKING # ******************. They are telling me that the box arrived on 12/2 - One of the boxes arrived on 12/2 and the above did not. I want this shipment refunded, the customer service at this company is honestly the worst i have seen in a very long time. I spend ALOT of money with gap and now i will most likely no longer shop here.

  Business response

  12/09/2021

  RE: Better Business Bureau Case 16342752
  
  
  Dear ********,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding an online order return.  At Gap, 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 appreciate you contacting us about your recent return.  We see from your account, the refunds were issued already.  We are so glad to see you were able to find a resolution.  We hope this completely resolves your concerns. 
  
  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 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

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called and spoke to someone for GAP online to do a return of a cargo jacket to Gap. I was told t follow the instructions for online returns which I did. I printed out their shipping label and sent it back to the address on the shipping label that they provided. I never received a tracking number so I called 3 times telling them that I had not received an email with a tracking number. I was told that I would receive it. It has been 2 weeks and they still did not email me a tracking number. I contacted them again and they told me that my refund would be on my credit card. I have not received the refund and I cannot get anyone to give me any further information. I want my refund of $28.45 for the utility cargo jacket that I returned to them. Order # ***N8G6

  Business response

  12/08/2021

  RE: Better Business Bureau Case 16337797
  
  Dear *****,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order 174N8G6.  At Gap Factory, 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. 
  
  It appears this returned item has arrived back to us on 11/24, however, our returns really can take up to 15 business days to process, especially during this busy shopping season. While it appears our Returns teams hasn't quite made it to your package just yet, I've gone ahead and made sure that credit was issued for you now. Simply allow up to 10 business days for that $28.45 to post back to your account. 
  
  I will also make sure your feedback about our return 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 appreciate your help in this way.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 800-GAP-FACTORY. 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

  12/09/2021

  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,
  
  ***************************

• Initial Complaint

  12/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed a order via online with Gap Factory on November 26,2021. I ordered three items and received a email stating *** was the carrier with a **** tracking number. Id contacted customer service about this tracking number inaccuracy they sent me and was told that they did shipped out the items yet they have no further information regarding the whereabouts of such order. I then requested to speak with a supervisor was placed on hold and was told a supervisor I couldnt assist me with such issue. I am requesting a refund back to me for this inconvenience.

  Business response

  12/08/2021

  RE: Better Business Bureau Case 16333653
  
  Dear *******
  
  I am writing in response to your recent complaint filed with The Better Business Bureau.  At Gap Factory, 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.  
  
  *** currently offers a service called *** Innovations. This service ships initially with ***, and is then passed off to your local post office for final delivery.  We hate to hear you had trouble tracking it.  We see that since the time you filed this complaint, that order 17L9QF5 has been delivered.  We are sorry for any undue frustration this may have caused and we hope you will shop again for a better experience.  
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-844-GFS-ONLINE ***************) and reference case number 36895898 for a seamless experience.  
  
  Sincerely,
  
  Georgianna 
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer response

  12/09/2021

  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,
  
  *****************************

• Initial Complaint

  12/03/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Basically I want to warn consumers out there. Ignore Gap/Banana Republic's PRICE MATCHING scam. They make you think you can price match and match their big price drop at Cyber Monday (50% off) for an order I placed on Thanksgiving (2 days earlier). They are LYING! They only gave me 40% of what I should have gotten if I went ahead and grabbed the Cyber Monday deal. So don't trust them. Their price matching policy is a joke and SCAM!

  Business response

  12/04/2021

  RE: Better Business Bureau Case 16328200
  
  
  Dear Xiao,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding a price adjustment for online order 17JVGS5. At Banana Republic, we strive to offer our customers a world-class shopping experience, and We're sorry your experience made you feel you needed to reach out to a third party for resolution. 
  
  At Banana Republic, we do offer a one-time price adjustment to our customers as a courtesy.  An adjustment is not a policy, rather an added bonus to shopping with us. Please note, there are limitations and guidelines we follow which determine if an order qualifies. A price adjustment is based on a permanent marked down of the everyday price. Customers have 7 days from the order date to contact us to request it to be adjusted.   
  
  Price adjustments based on a promotional price are different than the regular price adjustment. Customers may request a price adjustment based on a promotional price on eligible items and/or qualifying promotions if they placed their order shortly before a promotion or sale runs on our website. Items purchased with a promotional discount already applied are not eligible for price adjustments. We don't price adjust on promotions that include "not eligible on previous purchases" in the terms of use. Because the Black Friday promotions offered such special savings, it was not eligible for price adjustments. We are including the promotion terms** of use for the Black Friday promotion for your reference:
  
  
  **40% off your purchase, online & in stores: Offer valid on qualifying purchases through 11/27/21 at 11:59 p.m. PT at Banana Republic in the **** (including ***********) and Canada. Not valid at Banana Republic Factory Store or any third-party site or platform (e.g., ******** or Instagram). Excludes BR Vintage, Gift Cards, leather apparel and backpacks, suede apparel and backpacks, 100% cashmere, 100% silk, fragrances, sunglasses, BR Picks, Designer Collections & Collaborations, Heritage, third-party branded merchandise, packaging, and applicable taxes. Cannot be combined with other offers, discounts, or employee discount. No adjustments on previous purchases. Discount automatically applied at checkout. Offer subject to change without notice. 
  
  Upon review, we see that you contacted us via customer service and the adjustment was offered to you as a courtesy and the discount was applied to your order.  In addition, we send you a courtesy 20% discount code to use towards your next purchase with us.  We are glad to see we were able to find a resolution for you giving you a savings of $113.22.
  
  We appreciate your feedback.  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

  12/05/2021

  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,
  
  Xiao ****

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been shopping with your store for years and in the last year have spent thousands of dollars. I have applied for your credit card several times only to be denied. I think it really strange because I have major credit cards a well over average credit rating. So I have to the conclusion with this last letter from the alleged bank you use to ***** your cards that the bank and ******** are using racist practices to decline credit card applications. I just do believe that with all the money I have spent with your company that I am not eligible for a 500 credit card, this company is racist and I will continue to speak this I should have realized it when you had white employees following black customers around and out the store ************* and ******** are racist

  Business response

  12/01/2021

  RE: Better Business Bureau Case 16193734 
  
  Dear Tarmeka,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding your recent experience visiting our stores and with obtaining a credit card for our brands with our partners at ***************
  
  We are concerned to hear about your experience with our store employees, and we would like to have someone address this matter with you personally with the seriousness it deserves. We will have a member of leadership reach out to you within the next 2-3 business days to do so. We appreciate your patience in this matter and look forward to speaking with you soon. 
  
  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

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The two fleece jogger pants purchased both have a ton of lint material coming out of the inside of the pants.This is such a mess and horrible quality pants. Shame on GAP for selling these.I trusted GAP and live an hour away from the nearest GAP so it is hard for me to exchange.I will never buy from GAP again unless you make this situation better for me. What a waste of time and hard earned money.

  Business response

  12/01/2021

  RE: Better Business Bureau Case 16192804 
  
  Dear ********,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding your recent store purchase, and the quality of your styles.  At look, 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 absolutely do stand behind the quality of our merchandise. We have trained our store leaders to evaluate items to be able to identify possible defects or damage, and help return or replace those as needed. While online orders are able to be mailed back to our distribution centers for return, store purchased items really must be returned to a store so they can be processed on the register specifically. We're truly sorry any frustration or inconvenience this may have caused. 
  
  We understand you may not live close to a location but be assured, that defective styles are not tied to the same return policy as other returns are. These items can be brought back to the store at any time so the manager can complete that evaluation and help however possible at that time. We hope that you'll hang on to these joggers until you're able to make that visit in the future. 
  
  You can also partner with the store by phone and see what options they may have available to help with this by mailing the item back to their location directly. While this is an unusual solution, it may still be possible and if they have any questions about their options to help in this way, they're welcome to give us a call at that time and reference your case number provided below. 
  
  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 800-GAP-STYLE.  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. ↩