Complaints

• Initial Complaint

  01/25/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I made an online purchase from Gap and received a gift from Banana Republic that a local store will not return. There was no receipt in the bag with the online purchase nor a return statement when purchase made. The gift is just that, a gift, a shirt with no receipt included. According to what I see online, its 45 days. And the holiday policy is also unclear. I was at the ************ location where they refused. Im not sure why this policy is so unclear and seems to change often.

  Business response

  01/28/2025

  RE: Better Business Bureau Case 22858569
  
  
  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 about your return.  While we typically do not accept returns out of the return window as they must be returned within 30 days of the delivery date, we see that you spoke with an escalation specialist on 1/26/25 who was able to issue a return courtesy. Please use the return label they provided to return your items by mail. 
  
  Please know that for your gift return, without the receipt, the best option would be to attempt to return in-store. If accepted, it would be store credit for the current selling price. however, all non-receipt returns are processed through a 3rd party and may not be accepted. by the store. While this may not be the resolution you hoped for, we hope you understand.
  
  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

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Banana Republic, I am really appalled and very dissapointed that I spent so much money shoppnig here only to realize that the first time I ever encountered a problem, that was ordering online for the first time, your customer service literally disrespected me over and over again. I've tried to speak to a manager, and your employees have insisted that they are unable to transfer me over to a manager, and only to a lead who is able to take feedback. The problem is that my order was shipped to the wrong address, I live in **********, the address msitake is ****** similar, ******************************************************************** is where i live in went to a similar address in ********!! Furthermore, I tried to make the change online and believed I was sucessful onyl to realize that it had not worked. I tried to stop them from delivering it to the wrong address, only to no avail. Someone who has literally spend thousands of dollars at your stores, should not be treated like this for $200 worth of merchandise. I do not know if I will be ever shopping here again because I've never had issues and the first time I eencountered issues, you guys refused to help me and made all sorts of excuses.

  Business response

  01/31/2025

  RE: Better Business Bureau Case 22858358
  
  
  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 this was not your experience with order 1L69DD6. Our records reflects that the order was refunded in full on January 29th and the $17 and $233.20 refunds will post to the payment method used for the order within 7-10 business days from that 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 Better Business Bureau

  Customer response

  01/31/2025

  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 really appreciate the exception that was provided to me, this was totally my fault but I just wanted some empathy and understanding given the situation. I really thank the higher *** in the organization to assisting me with this matter ;). 

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

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order through ******** on 1/20/2025. The order was marked as delivered today, 1/24/2025. When i opened my package, I discovered it was NOT my order at all. I called the customer service line where I was told that they would not reship my order, they would have to issue me a refund. However, they informed me that they would not issue a refund until they receive the item THEY misshipped back. It seems incredibly unreasonable that they are holding my refund hostage due to their mistake. I will return this item, but i would like my money now. It's a lot of money when you don't have much.

  Business response

  01/28/2025

  RE: Better Business Bureau Case ********
  
  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 received the wrong order. We have issued a refund in the amount of $50.93. You can use the return mailing label we sent to you to mail the wrong order back. Please allow up to 10 business days for the refund to posted to your account. If you would like to reorder the items, we'd be happy to match the promotional price paid and waive the standard shipping fee. Just call us at the number below to get it reordered.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   

  Customer response

  01/28/2025

  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

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter in the mail from Gap, specifically ********* that if a credit card holder spent $2000 in the month of December they would earn 150 reward points. I have called ******** and ******** several times and was told that I would receive the points by 1/22/25. However, I have not received the points I earned from spending $2000 in the month of December.

  Business response

  01/28/2025

  RE: Better Business Bureau Case 22846171
  
  
  Dear *****,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear you have not received the rewards for the December offer. It can take 1-2 billing cycles after the criteria is met for the rewards to be added to your account. Since this was a December offer, it may take till the statement that will arrive in February for it to be added. If the points have not been added by the end of February, please contact Barclays directly at ************** for assistance. We appreciate the opportunity to help. 
  
  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

  01/21/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 1/20/25 I placed a purchase for a $20 hoodie that was on sale on Gap.com through my online account with my personal login and ******** credit card that was on file. I also had to type in my 3 digit security code to use the card that was on file, which I did. I was excited to find this hoodie because it's sold out in stores and my son recently had it stolen. On 1/21 after I received an email saying the order was confirmed, I received an email saying that the order was cancelled due to potential ffraud. I immmediately called to clear this up but was told that the customer service person couldn't help me. He couldn't tell me why the fraud alert was there, what the process was or if I'd be able to place any online orders ever again. I now have to dissapoint my son by telling him the hoodie that was stolen from him will not be replaced despite the order going through and being confirmed. My belief is that the Gap oversold the hoodie and couldn't fulfill the order which I have had happen to me before. What a fraud the company is, I will be paying off my credit card and never shopping there again. This is the 4th bad experience I've had with this brand.

  Business response

  01/25/2025

   RE: Better Business Bureau Case 22838188
  
  
  Dear Hope,
  
  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 your order was canceled. We're unable to assist with canceled orders through this platform and you will need -to speak with our ******************** Please call us at ************** and ask to speak with our customer research department. They will be able to provide you with more information about why your order was canceled.  Our customer research department is available 8:30 am - 9pm (ET) Monday through Friday and 10am - 6pm (ET) on Saturday. 
  
  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

  01/21/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  package never received, ******** has not issued my refund or helped me reorder.

  Business response

  01/23/2025

  RE: Better Business Bureau Case 22837707
   
   
  Dear *******,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At ********, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that you did not receive order 1L20WMS. We do see that, after a missing order claim was submitted for the order, it was refunded in full on January 21st and that $68.98 refund will post to the payment method used for the order within 7-10 business days of that 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 **********************

  Customer response

  01/24/2025

  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

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased maternity items for a family member on January 6 and the company guaranteed maximum deliver January 13th. The package as of today has not been delivered. I have called customer service on several occasions and each time they provide me false information. I was initially told by customer service the items would arrive on the 13th of January, the 17th of January, The 21 of January, 22 of January and today the 27th of January. This is unacceptable since these items are for a high risk pregnancy person. When I called customer service today I was sent a link by the representative who stated I would be able to file a claim for lost package. When I clicked on the provided link it stated no actions available.

  Business response

  01/25/2025

  RE: Better Business Bureau Case 22836758
  
  
  Dear *********,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At ********, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that you did not receive order 1L2J2BL. We do see that a claim was successfully submitted for this order and that the full order was refunded on January 23rd. That refund of $166.55 will post to the payment method used for the order within 7-10 business days of that 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 **********************

  Customer response

  01/25/2025

  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 have received my refund, however, it is very disheartening that these were maternity items for someone in need. Before I reached out to BBB I did in fact contact the business on several occasions and was blatantly given false information and tracking information.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Gap delivered the wrong package before Christmas. Instead I received a few child's clothes items- none of which I ordered. Not only were my Christmas gifts not delivered, so I did not have many gifts I was depending on for Christmas (that were supposed to be delivered before), but when I was told to mail back the wrong items, I immediately did, and was never refunded for the large expense package I did not receive. This was about $300 worth of clothes that I NEVER RECEIVED FROM GAP, and still have not gotten a refund for. I have reached out to more customer service people from ********************** than I can even count or remember and nothing has been resolved. I keep getting the same response that it is out of their hands but that they will transfer it to the "research team" for my refund. It has now been well beyond the time period I was told it would take. It was confirmed that they got the wrong items delivered back, just as I was told to, but still no refund or contact from them. I never in a million years thought I'd be scammed out of money by Gap, but here we are.

  Business response

  01/23/2025

  RE: Better Business Bureau Case 22827435
  
  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 you received the wrong order. We're so sorry for any disappointment caused and to hear about your experience. We reviewed your account and do show a full refund of $256.35 was issued on 1/18, $13.97 on 1/20, and $29.59 on 1/21, for a total refund of $299.91. Please allow up to 10 business days for this to be posted back 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 **********************

• Initial Complaint

  01/16/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I plac** order on Gap.com, I imm**iately realiz** my zip code is wrong, I call** Gap to either correct zip code or cancel the order. They told me they cant change the order and told that they will refund once package comes back. I call** ** *** they told they cant change delivery address.But *** deliver** it to a wrong address which is neither matching my door number not matching my zip code. Now I call** back Gap, they told they cant refund and not providing any reason.

  Business response

  01/23/2025

  RE: Better Business Bureau Case 22822217
  
  
  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.
  
  We want all our customers to be satisfied with their purchases from Gap Factory, and we're sorry to hear that you never received all of your items from order 1L34N1K. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.                                                                                                                                                                  
  
  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

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a few items from Banana Republic online and did not receive everything I ordered. I filed a claim online and my claim was denied a few hours later. When I contacted customer service to speak with them and let them know about the issue they said I needed to submit a claim. When I told them I had already done that and that it was denied I was told I needed to dispute the charge with my bank.

  Business response

  01/22/2025

  RE: Better Business Bureau Case 22818901
  
  
  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.
  
  We want all our customers to be satisfied with their purchases from Banana Republic, and we're sorry to hear that you did not receive all of the items from order 1KRN158. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. If your claim was denied, we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  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

*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. ↩