Complaints

• Initial Complaint

  03/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Old stated my order was delivered. My order was not received by carrier. They was refusing to send me either a replacement or refund me my money back.

  Business response

  03/18/2022

  RE: Better Business Bureau Case 16887943
  
  
  Dear Shanara,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order 191JQH0.  ************ 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 apologize for any delay.  Upon researching, we see that you reached us already and a refund has been issued.  We are happy that you were able to get a resolution.  
  
  For reference, we have attached the image of your delivered package.  It may be helpful to us to know whether this is your lobby or if they were delivered to the wrong address.  We want to follow up with our business partner regarding your experience.  If your lobby has video, you may be able to see who collected your package.  We appreciate your help.   
  
  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 **********************

• Initial Complaint

  03/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order 23 items on February 25 2022. I picked up items today from a *** access point and apparently I received items that I didnt order. Not one of the items I ordered was place in the box. I clearly received someones order. I contacted the sales number and after speaking to about 4 reps for almost and hour I kept being transferred to the survey line. Every time I explained the situation they would stay on the phone as if theyre assisting me then boom, Im transferred back to the survey line. My last attempt I just requested a return label but heres the issue, how am I returning something that is not even apart of my order? Horrible horrible horrible experience. After over 15 years of ordering from them I will never again. My order number is 18QRTMK.

  Business response

  03/16/2022

  RE: Better Business Bureau Case 16855593
  
  
  Dear *****,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order 18QRTMK.  At ********* we strive to offer our customers a world-class shopping experience, and we never want your experience to make you feel you need to reach out to a third party for resolution. 
  
  While we do all we can to get your orders to you quickly and accurately, there may be the occasional error resulting in you receiving the wrong package. My apologies for the undue frustration this may have caused.  It's our priority to get your corrected order sent as quickly as possible.
  
  We are only able to ship out merchandise by doing a return of the items you didn't receive from your original order, then creating a new order for the correct ones.  We will match the previous price and waive Express shipping on the new order for you. Once you have shipped back the incorrect items and we can track the return, we can refund you for the incorrect items without any further delay.   
  
  Please know, we recognize your time and valuable and we are disheartened to hear how much this has inconvenienced you.  To invite you back for a better experience, we have sent a $20 discount code for use on a future purchase. The complete terms of use will be included for your reference.  
  
  Thank you for your help with the return items.  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 **********************

• Initial Complaint

  03/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased seven (7) new items from Banana Republic online last Nov and Dec 2021. I returned all of them with the return authorization labels that were provided to me. I was only refunded for two (2) items. I have sent emails to Banana Republic customer service and have not received any reply. The items were returned brand new, although I had taken them out of the box and wrapper to try them on, but they were returned brand new and never worn. I expected a full refund for all seven (7) items returned. I would like the rest of my money refunded to the form of payment I used originally for each purchase. You can find these items under my account under the same email provided here in this BBB complaint. Thank you.

  Business response

  03/09/2022

  RE: Better Business Bureau Case 16847440 
  
  Dear *****,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding the return of your online orders. At Banana Republic, 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, including that return process. We have a team dedicated to investigating missing return packages and I'd like to forward them the details of your concerns so they can help ensure all your items have since been processed. I can see through the 4 orders we have placed under this email address, that 7 items have been purchased and 3 have been processed as returned. I'm including the information we have below so that you can help us fill in any blanks so we can get all the pertinent details to that team. 
  
  Order 17D7JFT does not have a return started in our Interactive returns page on the website like the others do. I can see 1 item in this order, the Organic Flannel ******-Sleeve Blouse. If you can let us know the return tracking number for this one we can investigate further.
  
  Order 184XRG5 had a pair of sneakers and joggers returned for $92.47 back on 1/30, and I did see that the turtleneck sweater was marked as included in that package with them so we absolutely want to look into this further.
  
  Order 184JTGP I can see a return sent back for both items near Christmas, but neither have processed as we'd expect and this too can be investigated more.
  
  Order 189G0FJ I can see has been fully returned for $107.90 on 2/5. This amount should post within 10 business days of that date.
  
  I simply need to confirm the tracking number mentioned above so we can forward the details for that specific order to our team at that time. I hope you'll reach out to us through any means you're comfortable with (phone, chat, or social media) and reference your case number ******** so we can do so.
  
  For the others, I have already sent our team the information they need to look further, and they will email you within 5 business days to confirm. 
  
  I will also make sure your feedback about this 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.
  
  Thank you again for sharing your concerns. So that we can be of further assistance, please contact us at 888-BR-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. Again, please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  *********
  Gap, Inc. Customer Relations
  
  
  cc: The Better Business Bureau

  Customer response

  03/10/2022

  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.

   

  PLEASE FORWARD TO *********/GAP, INC.: 

   

  Thank you for your help here, *********. I really had no other options because my emails were not being replied to. I work hard for my money, so when something doesn't work for me and I have taken care of the merchandise and followed all the required processes and policies for a refund, then that is what I expect and that's not what was happening.

   

  As far as: 

   

  Order 17D7JFT does not have a return started in our Interactive returns page on the website like the others do. I can see 1 item in this order, the Organic Flannel ******-Sleeve Blouse. If you can let us know the return tracking number for this one we can investigate further.

   

  I cannot honestly say which return number I sent the above item back under. I know that it was returned because I recall folding it and placing back into the same clear garment bag and looking at it saying to myself that is just and enormous xxsmall. I'm 5'2" and under 100lb and three of me would still be swimming in that top. I loved it, which is why I purchased it, but did not keep it because it was very large. Please let me know if there is anything you can do for this one. 

   

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

• Initial Complaint

  02/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have Gap/ Banana Republic credit card since 2012. The card had a rewards program affiliated with the store which you earned 5 points for every dollar spent in the store and 1 point for every dollar spent everywhere else. I had rewards that expired which the bank agreed to reissue. The request was submitted in January 2020. The process was very time consuming which when the request was submitted it would take 1-2 billing cycles for the rewards to appear on my statement, Some of the rewards did appear on my mobile account however during this process they switched me over to paperless statements which some of the rewards did not appear. I was missing about $1600 in rewards which was confirmed by an upper management representative. When I reached out to the bank I was told they no longer are handling the rewards program as of July 2021 with no notification. I was told by the bank to call the store and the store said they are not handling any request before July 2021 and have to go back to the bank. I want my rewards. They conveniently made this change over during the height of Covid when people were just trying to stay alive.. This was a direct attempt for people to lose their reward. I have been a customer of ********************** **********************/********************** for long time and think they can come up with a more amicable solution. When cant the rewards lost be converted to their new point system. I would like this matter investigated. These are tuff times we are living in an I cant afford to lose my money. I am requesting help

  Business response

  03/01/2022

  RE: Better Business Bureau Case 16766502 
  
  Dear ******,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding your previously expired Reward points. 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. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience. When we switched the Rewards program from ************** to us here at Gap **** we made sure that our customers would know about it and several emails from both companies were sent out during the transition. 
  
  Reward Certificates had always been unreplaceable when expired, as stated on the individual offers. While the leaders at ************** may have been able to previously reissue expired rewards as special exceptions, we're truly unable to replace Rewards issued by **************. I am happy to see that our leaders have helped however possible, by providing you with thousands of extra points to apologize for the frustration of this experience.
  
  At this time were unable to offer anything different than what has already been offered. While this may not be the resolution youre seeking, regrettably were unable to offer a different resolution. If there is anything different we can assist with please dont hesitate to reach out, but at this time were unable to offer a different response.
  
  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-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 **********************

  Customer response

  03/17/2022

   
  Complaint: 16766502
  
  I am rejecting this response because:

  I'm not satisfied with your resolution, I believe there are alternatives . I don't believe that these rewards ************** promised to reissue. Can not be converted to points as a resolution. My son placed an order with Gap in June 2021 order # ******M for a jacket which cost about $200. My son used about $170 in reward certificates and the total cost of coat was $30. The order was cancelled for no apparent reason in November 2021 with no email notification and the rewards used on this order what happened to them. Your guess is as good as mine. I called the Gap today 3/16/22 when I learned of this and was informed his credit card was not charged the $30 however no one could answer the question "what happened to rewards?" The representative reached out to her supervisor who also was baffled, did they disappeared into cyberspace? After speaking to her supervisor she combined my son's account and mine and reissued the rewards by converting them to points and placing them back on the account and the process would take approximately two billing cycles to complete. So you see the process is possible. The representative gave me  points instead of trying to reissue the reward certificates which  I have been told is "impossible". So you see why I'm frustrated. If I didn't call what would have happened to my rewards. In my opinion the same process can be done with my rewards that ************** "Promised" to reinstate as it was for the reward certificates my son used on that order. I'm tired of hearing if there was a way for this to be done it would be done. The changed over of the rewards system was done  at a very vulnerable time. It was during Covid period where life was very chaotic and hectic. I work in a hospital dealing with life and death situations  and my focus was not on Banana Republic but on helping my sick patients. I also had reached out already to Synchrony and was in the process of getting the rewards reinstated before the ball was dropped. ******* senior management on their Escalation Team can verify that.  I just feel that the back and forth between ************** and your organization has been very unprofessional. One of you have to take the lead and resolve  this because I'm not going away. What happened to customer satisfaction first. I have been a Banana Republic Luxe member and I have to say I have never had an experience quite like this. I am at the point where I want to take my business elsewhere. Maybe that is what you want why else I'm a being treated this way. Can you please work together and try to resolve this situation in an amicable way so we all can be satisfied. Your attention is greatly appreciated.
  I look forward to hearing from you.
  
  Sincerely,
  
  ***********************

  Business response

  03/21/2022

  RE: Better Business Bureau Case 16766502
  
  
  Dear ******,
  
  Thank you for your thoughts on the Rewards program policies.  We're sorry for any frustration this may have caused, and have shared your feedback regarding the expired Rewards with our leadership team for review as they are responsible for policy updates and changes.  
  
  As we indicated in our previous response, we did all we could to provide customers plenty of notice to use their Rewards before the expiration date. The final date to redeem them was December 31, 2021.  Once they all expired, we made the entire program electronic, and any unused, expired certificates were no longer of any use.  
  While we understand your disappointment, a decision was made to comply with this policy at every level of the business. We appreciate your understanding.  
  
  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 **********************
  
  

  Customer response

  03/22/2022

   
  Complaint: 16766502
  
  I am rejecting this response because:

  Like I stated before I was never informed of the change over. I was in the process of reinstating the rewards and I spoke to ************** as late as May 2021 as it is documented in their records and at no time did they ever reveal that the rewards system was becoming extinct. They continued the charade of trying to reinstate my rewards which was never completed. I was in constant communication with ************** which makes this situation all the more fraudulent. You keep stating you informed customers of the change over however I know several people who were involved with the rewards program and they were unaware which in my opinion questions your integrity. You facilitated this change over when your customers minds were focused on this public health crisis not over a rewards system change. What does that say about your company. You stated I am disappointed, Im more than that I am furious. I lost my money when right now money is tight.  I have been a Banana Luxe client for as long as I can remember and never have I ever experienced anything like this. Most reputable companies would try and make this right.  I am looking for an amicable solution not a brush off. I know that you can do better than this. You have to be better than this. If you are not willing Im going to take this matter to another level. As I said Im not going away. Your attention to this matter is greatly appreciated.

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

• Initial Complaint

  02/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a large order from Gap (approximately 600$ worth of merchandise) knowing from previous experience that I can return whatever doesnt fit without much of a hassle. When I received my order (in multiple boxes and bags) much of it needed to be returned due to sizing issues (approximately 480$ worth). I called Gap customer service (turns out they outsourced this and the reps have basically no ability to access anything including an email confirming my return label) and they sent me one return label even though I needed two for the two packages I had managed to condense it in. He told me that I can print out the return label twice and put on on each package. To make a long story short, they only processed one package (for approximately 180$) and I did not receive the refund for the remaining 300$ besides for two items (the most successful effort of one rep) I have spoken to numerous representatives who all sound very sincere and say something along the lines of my refund coming in two business days or waiting for something to show up to my account but they have been unable to help me. In addition to the 300$ refund they owe me, I have had to spend a ridiculous amount of time and have spoken with probably 7 reps in attempting to resolve an issue that should never have been my problem in the first place.I am very disappointed in Gaps appalling customer service and I would appreciate any help in resolving this issue.

  Business response

  03/09/2022

  RE: Better Business Bureau Case 16807756
  
  Dear ******,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order 188YD94.  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. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience, including that return process. I am disappointed to learn that one of our representatives may have advised you to use the same shipping label for 2 separate packages rather than emailing a second label as we'd expect. Since this isn't a normal practice, it may have extended the time it took for the package to arrive and process. I partnered with a team we have dedicated to researching missing returns like this and ensured they were able to issue an additional $244.00 credit. Please just allow up to 10 business days from 3/2 for this to post to your account. 
  
  I'm truly sorry for the time it has taken for this issue to be resolved and for us to respond. I absolutely want to ensure that you have an opportunity for a better shopping experience with us, and have emailed you an extra 20% online promotional code. This offer can actually combine with an available offer on a future online order to ensure you have the best savings possible. 
  
  I will also 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 and we appreciate your help improving our returns training in this way. 
  
  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

  02/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Gap did not process my return correctly and did not refund my full purchase price. My order number is #**HLPT5 and the return was filed Feb 4th.First, Gap did not refund me for the following items that were part of the return: Forever Favorite Ribbed Leggings, XS, $17.49 | Velour Joggers fig *****, M, $17.49 | Velour Joggers blue, S, $17.49 | Softest Sweater Sweats, S, $22.50 | Cable Knit Sweater, XS, $25.00 | Cable Knit Sweater, S, $25.00 | Forever Favorite Ribbed Leggings, S, $17.49 | Ribbed ************************* S, $14.99 *********************** blue, S, $14.97. In addition to this omission, for the items from the order that Gap did process and refund me for, the return confirmation applied discounts to items that were already discounted, so Gap did not refund the full cost I paid for the items. I included the return with the prices I paid along with the return confirmation.The email asked me to respond to custserv@gap.com if I had any issues. I did and got a response that the mailbox is not monitored. I have not been able to get a response via phone or chat.

  Business response

  03/01/2022

  RE: Better Business Bureau Case 16797806 
  
  Dear Nina,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order 18HLPT5.  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. 
  
  I can see that while a number of items were processed as returned, not all the ones listed in our interactive return page online were completed. I'm disappointed to see that, and have forwarded the details of your remaining items and tracking with a team that is dedicated to investigating missing returns more thoroughly, and they'll reach out to you shortly once that's been completed.
  
  I will also 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 **********************

  Customer response

  03/02/2022

   
  Complaint: 16797806
  
  I am rejecting this response and will accept once the refunds are actually issued.
  
  Sincerely,
  
  ***********************

  Business response

  03/09/2022

  Were unable to assist further, even if that doesnt occur in the time she expects as shed follow up with her bank in that instance

  Customer response

  03/09/2022

   
  Complaint: 16797806
  
  I am rejecting this response because the issue was not resolved.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** and gap specifically advertise that you can open a credit card and get 30% off everything including terms and conditions that specifically state but can be combined with other promotions. I was prompted throughout shopping that my order qualified but after being approved for a card, I was informed it would no longer apply for any discount (despite the terms and conditions stating otherwise).

  Business response

  02/24/2022

  RE: Better Business Bureau Case 16789625 
  
  Dear *****,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order 18PJT19.  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. 
  
  I'm excited to learn that you signed up to be a cardmember with us, but disappointed that there was difficulty taking advantage of the provided offer. While I'm unable to identify what was causing that issue, I'm happy to see that our **************** team was able to still apply that discount for you manually and that you were only charged the correct lower total.
  
  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.
  
  To thank you for this feedback and invite you to have a better experience with us soon, I've gone ahead and emailed you an extra 15% promotional code that will also combine with an available offer on a future online order. Simply be sure you're logged in when using it, and that you're applying it in the billing section of the check out process instead of in the shopping bag. 
  
  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

  02/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my husband 3 prs of cargo pants on Ordered on: January 24, 2022 (10:43PM EST)Order number: 18H108N, 2 prs were the same, while 1 was different. Of the 2 same pairs, 1 pr was defective-husband wore both pairs 2 times & one pair easily tore everywhere on 3 of the pockets while the other pair was okay. I contacted GAP on 2/19/22 at approx 2:20 PM & spent over an hour corresponding with them getting kicked out of their online chat 2 times-ridiculous. They told me they could offer me 20% off a pair of $59.99 pants or 20% off my next order that was it-ridiculous. I won't do business with them again & will be writing a review. All I wanted was an exchange-I didn't even care if they were a different ************ said they could do that with one agent then I got kicked out of the chat & the netx said no only the same pair which were no longer available in husband's size, now all of a sudden it was 20% off $59.99

  Business response

  02/20/2022

  RE: Better Business Bureau Case 16787476 
  
  Dear *****,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order 18H108N.  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. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience. I'm disappointed to learn about the condition of your husband's pants, and of the difficulties getting assistance regarding them. While our exchanges really do require a return and repurchase, we absolutely can trade out the size or color without losing the original discount. I'm sorry to hear this was not expressed to you accurately and that you were unable to get that replacement order made as needed.
  
  I can see that there is a limited selection of the ****/black herringbone color of those pants, and wanted to assure you that if you placed an order online for them and let us know, we would absolutely be able to honor the original promotions. Also be sure to choose Standard shipping at check out since we waive this cost for exchanges as well. When you reach out to us with the new order number, simply reference your case number provided below. I have noted your account so that any of our associates will be able to finish up for you. 
  
  I have also ensured that extra 20% promotional offer was still sent out to you. This was not intended as the only offer to apply to your replacement order, but is offered to help ensure you have a better future experience. The code will actually combine with an available promotion and so you can get the most savings possible, and you can use it on this replacement order, or you can save it for a future order within 6 months.
  
  Be assured, I will also 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 and we really 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-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 **********************

  Customer response

  02/21/2022

   
  Complaint: 16787476
  
  I am rejecting this response because: Had the associate taken care of it yesterday-it would have been fine. I had no problem shipping the pants back but the associate wanted me to purchase $59.99 pants with 20% off which I just wanted to exchange them for another same pair but that wasn't available. I did tell the associate I would be getting a 3rd party involved & that didn't seem to matter.

  I cannot accpet your offer, although I was willing to since even the herringbone/black is no longer available as of today; therefore I cannot get a replacement now of the cargo pants since it is stating no longer available-see attached screenshot. I didn't want a refund either-my husband needs casual pants for work since he is not allowed to wear jeans but they allow the cargo pants.. 
  
  Sincerely,
  
  *********************

  Business response

  03/07/2022

  RE: Better Business Bureau Case 16787476 
  
  Dear *****,
  
  Thank you for your reply. We're truly sorry that our resolution of replacing the order does not work for you now that the color you'd wanted has since sold out. Please be assured that while normally the exchange is only done for the same style number in a different color or size, we'd still be happy to honor the pricing on a similar style instead. Simply place the new order with Standard shipping as previously described, and we'll make those adjustments as needed. 
  
  While we understand this may not be the resolution you were hoping for, as the original item has since sold out and you'd rather not receive a credit, it's the only resolution we have available to offer. We hope that you and your husband find a pair of pants he loves and that we hear from you soon with that new order number. Don't forget, you can apply that 20% offer to this new order, or you can save it to combine with an available offer on a future online order to maximize your savings. 
  
  Thank you again for your time and understanding. 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

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1/27/22 Made a purchase for a jacket. I was told i would get a refund for this jacket. I paid $217.81. I received a refund for $212.50. I called two times over this and was told i would get my refund of the remaining funds but haven't. Now they are telling me its a shipping charge, but no other reps told me that before. Nothing on this transaction says anything about a shipping charge. Today on 2/14/22 i was told i would speak to a supervisor, but then the representative hung up on me. I would hope that this representative name is attached to my account and be reprimanded. I have been given false information in regards to this and they have not giving me a FULL refund of my funds.

  Business response

  02/15/2022

  RE: Better Business Bureau Case 16766172 
  
  Dear *******,
  
  I am writing in response to your recent complaint filed with The Better Business Bureau regarding online order YZY1435. 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. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience. While I hate to know that we've let you down in any way, I am glad to see that our **************** team went above and beyond to help. Usually we require the item to be returned and processed here before a refund can be issued, but I can see that a full credit has been issued for the Hoodie already.
  
  Also, normally, the original cost of shipping is not refunded as it's only in place to get the item to you and unrelated to returns. However, I made sure that the remaining $5.31 of shipping cost has also been credited to you as promised by a previous associate. Please just allow up to 10 business days for those credits to post to your account.
  
  I will also 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. ↩