ComplaintsforGap, Inc.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11-26-2021 I made an online purchase from ********* cancelling on the 27th in the amount of $80.48. The order was cancelled and to date they still have not returned my money. The website states you will not be charged until order is shipped, the order never shipped and I was charged. I have continuously called them in reference to the return of my funds and each representative I speak to gives me didn't information on the return of my money. This morning I called again and was refused communication with a supervisor in reference to the matter. I just want my money back as they never should have taken it in the first place as per company policy.

  Business response

  12/01/2021

  RE: Better Business Bureau Case 16190403
  
  Dear ****,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order 17L0VB4.  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. 
  
  When an online order is placed, the bank will place a Pending Authorization on the account holding the funds waiting for the charge to occur on that card. However, we do not actually make the charge or collect the funds until it's time to physically mail the item out. When used, Gift Cards are immediately devalued when placing an order, if cancelled or returned,  and the amount is automatically refunded as a new E-Gift Card, emailed to the address used within the order. 
  
  Please be assured, we did not collect any funds as the order was cancelled in the system and no item shipped out. The original hold on your **** card for $22.57 will be released within 10 business days of that cancellation. I can see that the remaining $57.91 as been sent to you in electronic Gift Card form as described, however, I recommend checking your trash/spam/bulk folders as it can be filtered there. 
  
  While there is no further crediting needed for this order, please know 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-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

  12/02/2021

   
  Complaint: 16190403
  
  I am rejecting this response because: I called ******** last night 12/1/2021 in reference to my refund and the explanation they gave to you is not what actually took place and they are well aware of that. During the conversation last night I was issued my e-gift card after informing them I had filed a complaint against them for my returning my funds. If I had not called them, I still would not have received the funds owed to me. Yes, my funds have been returned but not by the explanation they have given. My call to them and the email sent will show proof without the call, the issue still would not be resolved.
  Sincerely,
  
  *********************

  Business response

  12/09/2021

  RE: Better Business Bureau Case 16190403
  
  Dear ****,
  
  Thank you for clarifying the details.  We are sorry for the inconvenience and are glad a resolution was found that was acceptable to you. Your patience is appreciated.  
  
  Thank you again for giving us the chance to make this right for you.  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,
  
  Georgianna 
  Gap, Inc. Customer Relations
  
  
  cc: The **********************

  Customer response

  12/09/2021

   
  Complaint: 16190403
  
  I am rejecting this response because: There was not a resolution acceptable to me. I have informed ******** more than 3 times that I did not receive the package and also informed them I went to my local post office and was informed by the manager there that now the driver is stating he put the package by the garbage cans. I want the items I ordered and if they are no longer in stock I want my money refunded to me. The package was never left at residence and ******** was informed of that the same day I saw it stated delivered and left at front door. I do not understand in anyway why you would be stating this problem has been resolved when it hasn't
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered items from ******** on 1122-2021 an attempt to deliver was made today by **** No one was at the address given to receive the package I was told via email. I contacted *** spoke to IME a supervisor and was told by the prior representative that they cant hold my package at the distribution center as I requested instead of attempting to try to deliver it the following day . Soon thereafter that representative corrected theirselves and stated they could do it but would have to charge me. I informed them I have never paid before and no one will be home so instead of wasting their time to please hold my package . They stated that I would have to be charged for that. Or I can contact the retailer. I stated I am saving you a trip since I will be at work I should not have to pay another fee when its not me using the service but ********. The supervisor IME refused. I then contacted ******** spoke to ***** a representative and he apologized but told me that u should wait till tomorrow when they-*** will attempt to deliver it again and wait to see what happens. I informed him repeatedly that no one will be home we will be at work. He said that if need be I can call back tomorrow and take it from there. Basically started giving me the runaround and suggested that if I am unhappy I can call back tomorrow for a refund. I asked to speak to a supervisor and he told there was not one on shift; but suggested I call back tomorrow . I informed him that I am not happy with this type of customer service and was prepared to contact BBB he told me its your prerogative .

  Business response

  12/01/2021

  
  
  
  RE: Better Business Bureau Case 16190019 
  
  Dear Nia
  
  I am writing in response to your recent complaint filed with The Better Business Bureau.  ************ 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.
  
  Since the time we received this complaint, the tracking indicates your order was delivered.  We wanted to reach out to you to ensure this is accurate. Please let us know if you have not received your order.  Please know that nearly all shipping companies are experiencing delays with deliveries, and are asking customers to allow additional time.  We are sorry that this has negatively affected your shopping experience.   
  
  We apologize for any undue frustration this may have caused and we want to invite you to shop again for a better experience.  We are emailing a $10 courtesy discount to use towards your next purchase with us.  Please consider shopping again so we have the opportunity to rebuild your confidence in our brand.  
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-OLD-NAVY ***************) and reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  Georgianna 
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I pre-ordered the Yeezy Gap Coat on June 8, 2021. I received my confirmation email that my order was processed and the money was taken from the account. August **************************************************************************************************** November I called Gap **************** to see when my order will be shipped and they told me my order was cancelled and I would not receive a refund because they had "trouble processing my order." Although I never received a cancellation email. No one would speak to me or explain how I got a confirmation email but no order.

  Business response

  12/01/2021

  RE: Better Business Bureau Case 16187807 
  
  Dear Bryce,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order 156MK06. 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. 
  
  When an online order is placed, the bank will place a Pending Authorization on the account holding the funds waiting for the charge to occur. However, we do not actually make the charge or collect the funds until it's time to physically mail the item out. On 10/29 we were ready to ship out and went to make that charge, but the payment was declined at that time.
  
  Please be assured, we did not collect any funds as the order was cancelled in the system and no item shipped out. An email would be issued to advise you of this cancellation but may be filtered to your trash or spam folder. Your bank will be able to confirm when that pending authorization will be released if not already, though it usually takes no more than 10 business days.
  
  I'm truly sorry for any disappointment this may have caused, and 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 **********************

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******** advertised 50% off tour purchase on Black Friday, and then failed to give the 50% off. I ordered several items for my daughter that had the red banner saying 50% off taken at checkout. When the discount was not applying- I contacted ******** customer service via chat. I was told by the chat associate that there was a glitch- to go ahead and check out- then contact **************** again for a 50% off refund. This sounded odd. Why not just give me a promo code or check my cart but I did as instructed. When I contacted back- I was told the item I purchased were not eligible for the discount. I have screen shot proof they are still showing at elligible for the 50%off on the website. However CS refused to honor the previous agent chat and refund 50% for the remainder of my items. I have screen shots of the order, the lack of discount, and CS telling me to place the order and contact back. Order number: 17N7HBY

  Business response

  11/30/2021

  RE: Better Business Bureau Case 16184673
  
  
  Dear *******,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order 17N7HBY.  ************ 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. 
  
  Thank you for including the details of your concern.  After looking into this, we found that only a couple of items qualified for the discount.  The Black Friday promotion did have some limitations and exclusions. We have provided the promotion details for reference.

  
  50% off your ******** purchase. (Restrictions Apply) 
  50% off Purchase: Offer valid on ******** merchandise only from 11/27/21 at 12:00 am PT through 11/30/21 at 11:59 pm PT in the ** (including ***********) at ******** online at oldnavy.gap.com. Not valid at ******** stores. Offer not valid on Gift Cards, Today Only Deal, 2 Days Only *************, Face Masks, Everyday Magic, Sunglasses, and products with any third-party branding merchandise. Not valid on international purchases. Discount applies to merchandise only, not the value of gift cards purchased, packaging, applicable taxes or shipping & handling charges. No adjustments on previous purchases. Not valid for cash or cash equivalent. Cannot be combined with other offers or discounts including Gap **** employee discount. Gap **** is not responsible for lost or stolen coupons.

  
  This is the reason the previous request for an adjustment was denied.  However, the pictures you included were very helpful, and we are happy to honor the promotion.  The holiday-themed t-shirt (*************) has already been reduced by half, so it will not be reduced further. After adjusting the remaining items, we issued a credit of $39 which will reflect on your account within 5-7 business days depending on your bank's internal processes.  We hope this is helpful.
  
  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

  12/01/2021

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

*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. ↩