Complaints

This profile includes complaints for Gap, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gap, Inc.

  2 Folsom Street San Francisco, CA 94105

• 

  Gap, Inc.

  3002 Paragon Outlets Dr Livermore, CA 94551-4201

• 

  Gap, Inc.

  1945 W Palmetto St Florence, SC 29501-3919

• 

  Gap, Inc.

  2500 W International Speedway Blvd Ste 5 Daytona Beach, FL 32114-8143

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  Gap, Inc.

  451 E Altamonte Dr Ste 2245 Altamonte Spg, FL 32701-4619

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/24/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 pair of jeans from Oldnavy.com. They sent 1 pair. I filed an online claim which they denied. I spoke to customer service and the claims department. They refused to give credit or send the item. I would like my money back or the item that I ordered and paid for. It was ***** plus tax and shipping. Order number 1X084DB

  Business Response

  Date: 04/25/2024

  RE: Better Business Bureau Case 21622714
  
  
  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 an item from order 1X084DB. When a missing item claim is denied, we recommend reaching out to the issuing bank for the credit card used on the order to dispute the charge. If you would like to speak to our Customer Support team ************************ regarding your claim, they may be reached at ************** and are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. They are the only department that have the ability to assist with denied claims. 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 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 Answer

  Date: 04/25/2024

   
  Complaint: 21622714
  
  I am rejecting this response because:

   

  i already spoke to their customer service and claims department. They were not at all helpful and refused to do anything to fix the problem. I have disputed the charge with PayPal. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/01/2024

  RE: Better Business Bureau Case 21622714
  
  
  Dear ********,
  
  Thank you for your reply. We recognize that this process may not be ideal for all customers, and we 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 and understanding in this.
  
  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 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 Answer

  Date: 05/04/2024

   
  Complaint: 21622714
  
  I am rejecting this response because: 

  I have already spoken to customer service.  They refused to issue a refund for the merchandise that was not sent. They also refused to send the missing merchandise.  

  I disputed the charge with PayPal.  ****** sent an email with a tracking number for the package i had rece6ffom ********* That was not at all helpful.  I know that i received the package.  The package contained half of what i ordered and paid for. 

  i hope that ******** really needed my money. I have been buying clothes in store from them for many years. This is the first time i ordered online ftom them as well as i remember.  I won't do it again.  I see very well how they treat their customers, send them half the order and keep the money. I hope that they really needed my money to stay in business and that it was worth the loss of a loyal customer.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an item from ******** and never received it. I contacted customer service and they sent me an email to file a claim. I filed a claim, and got an email saying my claim had been denied. I contacted them again and they sent me a phone number to contact them about it. The item was less than 4 dollars. No one will answer the phone number. So basically they are refusing to refund customers for missing items.

  Business Response

  Date: 04/23/2024

  RE: Better Business Bureau Case 21610778
  
  
  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 your recent claim was denied for your missing item. While we attempted to research this issue, we were unable to locate a recent order with the information provided. Please call us at the number below or respond back here with the order number. We hope to hear back from you soon! 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-OLD-NAVY ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 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

  Date:04/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some dresses from ********* have actually ordered many orders from Gap and ******** this past month where it ranges in about 12+ bags because not everything gets shipped together. This particular order, 1HRJ10Q, never showed up. It said it arrived by **** on Saturday 4/13/2023 at 12:11PM. I have a nest camera, no postal worker was on my street at that time. I saw our postal worker at 4:30 and showed him the email and asked about my package and he said no **** worker was even in the area (not his normal area). I waited to see if it showed up and it didnt so on Wednesday 4/17/2024 at 1:12P.M., I went to the post office at ****************************************************************. I spoke with ********* who looked up my order, saw it said delivered, but noticed it was delivered to the wrong address. She could not tell me the address, but said when I file a claim through ******** the investigation starts and she tells them that it was indeed accidentally delivered to the wrong address. I made a claim on ******** and it was denied in less than an hour. They never called or looked into this. This is not the first time my packages have not showed up and they have not researched or reimbursed me for my missing items. This is ridiculous. I want my dresses or my money back. Still no package.

  Business Response

  Date: 04/23/2024

  RE: Better Business Bureau Case 21603177
  
  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. 
  
  We want all our customers to be satisfied with their purchases from ********* and we're sorry to hear that you never received your package from order 1HRJ10Q even though it shows as already delivered. To complete a more thorough investigation and help ensure our carriers are held accountable for failed deliveries, we truly do need to have you file a dispute with your bank for any items you did not receive.
  
  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 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 Answer

  Date: 04/23/2024

   
  Complaint: 21603177
  
  I am rejecting this response because:

   

  you all once again did not do your job. You are sent the package, which means the insurance on it is from you all. **** needs you all to file the claim. They clearly see it was marked delivered (they can not unmark it once it is marked) because it was delivered just not to my address of ***************** They looked and it has in the scanning history the house and street that it was delivered to which was not mine. Please do your job instead of having customers run around when this isnt their job. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/25/2024

  RE: Better Business Bureau Case 21603177
  

  
  Dear *********,
  
  Thank you for your response. While it truly will be necessary for you to file a dispute with your bank in order for a further investigation be completed, we recognize that this process may not be ideal for all customers, and we 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 and understanding in this matter.
  
  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 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 Answer

  Date: 04/30/2024

   
  Complaint: 21603177
  
  I am rejecting this response because:

  I paid via paypal through my bank so it is a hassle when your company is not doing their job. You all have insurance on packages shipped for this reason. Do your job, and follow up with the tracking and delivery to see it was marked delivered but to the wrong address. I am not sure why this is such a complicated issue???

   

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

• Initial Complaint

  Date:04/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order online on 3/27 with a promised delivery date of 4/4. Items in the order were shipped separately and one item shipped alone on 3/28. As of today, 4/19, the package still was not received. I contacted ******** on 4/5 when I had not received it, as I ordered it for a trip I was taking on 4/6. When I returned on 4/13, the package still had not arrived. I checked the *** tracking history (#1Z7F4418YN13266187) and it showed that the package had been scanned back and forth between *** and **** no less than a dozen times. When it still had not arrived as of yesterday, 4/18, I reached out to ******** customer service yet again and was sent a link to file a claim. When I entered the information, the ********/Gap claim site said the item was not eligible. I waited a few hours to try again and was again unsuccessful. I then called and was eventually transferred to someone claiming to be the highest escalation option at the company. She stated the claims portal would not open up until there was 48 hours of no scan updates for the package. I asked her to look at the tracking info and note there was clearly an issue since there were regular scans back and forth and no indication there would be a 48 hour window and asked if she could override and/or enter the claim to which she replied that was the policy and only the customer can initiate the claim and only after there was 48 hours of inactivity. She refused to answer when I asked what options existed if it never stopped scanning back and forth and said ******** would not issue a refund or replacement until I filed a claim, even though she could not guarantee that the package would ever stop scanning or be delivered. She said if it continued to scan back and forth to call back in a week but she would not guarantee they would take action then without a claim submitted. Essentially they have taken my money and have refused to help me get the item I purchased by creating a system I can not access to get refund.

  Business Response

  Date: 04/23/2024

  RE: Better Business Bureau Case 21601751
  
  
  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 didn't receive part of your order. We have reviewed your account and see that a refund was issued on 4/20/24. You will see this posted to your account within 10 business days. We appreciate the opportunity to 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 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

  Date:04/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed 2 orders, 1 order never arrived. I received 1 damaged box which only included 2 items from 1 order which were damaged. In my attempts to get assistance I was told not to call customer back.

  Business Response

  Date: 04/19/2024

  Tell us why here...RE: Better Business Bureau Case 21597238
  
  
  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, and we're sorry to hear that you never received your package from order 1WLTYH5. Although we have been able to issue credit for the previously missing items or orders in the past, this is not a solution we can offer in an ongoing manner, and we are no longer able to issue a credit going forward. Additionally, this order is from July of 2023, and we do not have the ability to refund an order outside the 90-day window. We truly do need to have you file a dispute with your bank for any items you did not receive.
  
  
  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

  Date:04/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did an online purchase with ******** on 03/11/24 order # 1HJ9417 and the order was delivered on 03/20/24. Two of the items did not fit properly so I logged into my account( 04/18/24) to print a return label but was unable to do so. I reached out to customer service by phone on 04/18/24 and explained that their policy clearly stated that I had 30 days from delivery date ( on online purchases) and she said yes I had 2 days left to send it back by *** and it needed to get to the warehouse within those 2 days otherwise it's no use so it's better to take it to a store where it would process right away. I asked if they would accept it she said yes. I took it the same day 04/18/24 to an ******** store near me and the sale associate told me she can't do it and her supervisor also told her to tell me no because it's from date of shipping I said no your return policy stated online purchases are 30 days from delivery. She wasn't aware of that, neither did they have a copy of their policy. She told me to show her the policy on my phone so I did. She once again took my phone to her supervisor in the back and after awhile returned to tell me I was right about the policy but it's day 30 the final day for my return and it can't be done because they ( the supervisor) is not allowed to override the system. I am so confuse and upset because how is it possible you have a day left for a return and you still cannot do it. Also I have return things to retailer by *** and it doesn't have to get to the warehouse between the expired date it has to be dropped off at a *** or **** by expired date. So the whole customer service system at ******** is the worst. The store supervisor never came to speak to me. Can someone please count from 03/20/24 to 04/18/24 is how many days? And if you have ************************************* by mail how is it possible that it couldn't be done before the end of day 30? I had my receipt and labels were still attached. It wasn't about getting back the money, a store credit would've been fine with me. I'm done doing business with ********.

  Business Response

  Date: 04/19/2024

  RE: Better Business Bureau Case 21596951
  
  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. 
  
  Our current return policy states that new and unused merchandise may be returned for a refund to the original form of tender within 30 days of purchase with the original receipt or 30 days of the shipment date for online purchases. In order for the return by mail to be accepted, it needed to be received in the warehouse no later than 4/19/24, meaning that it needed to be shipped back in enough time to be received within the 30-day timeframe. 
  
  We have reviewed your account and see that you spoke with a Customer Relations representative on 4/19, who noted your account to accept the late return. We are always reviewing customer comments regarding our policies to ensure they are the best choice for our customers, and we appreciate you sending your thoughts.  We will ensure your voice is heard!
  
  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 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

  Date:04/18/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made two orders with gapfactory.com order Numbers are 1HMQBNX 1HMTXF9 Both packages have been shipped with lasership/ontrac company. The packages never arrived, they are both marked as delivered at 11:30 pm almost midnight, my building is closed at that hours! No proof of delivery, no signature! I have contacted lasership and they answered by e mail that they dont know were my packages are that i should contact the seller. I contacted gapfactory and they told me that i should file a claim, so i did. My claims were denied with no explanation, i called gapfactory and they told me that There is nothing they can do, that i should dispute the charges with my credit card, so i did. The bank told me that they can not help me because Gap should refund me for those orders! But gap refuses to do that, they Only say that there is nothing they can do and they do not give me any explanation at all! I just want my money back!

  Business Response

  Date: 04/19/2024

  RE: Better Business Bureau Case 21596636
  
  
  Dear *****,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Gap Factory, 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, and we're sorry to hear that you never received your package from orders 1HMQBNX and 1HMTXF9. Although we have been able to issue credit for the previously missing items or orders in the past, this is not a solution we can offer in an ongoing manner, and we are no longer able to issue a credit going forward. We truly need to have you file a dispute with your bank for any items you did not receive.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-844-GFS-ONLINE ***************).  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 Answer

  Date: 04/19/2024

   
  Complaint: 21596636
  
  I am rejecting this response because:

  you chose lasership por deliveries and its your responsability when they lost packages! Lasership confirms that they dont know were the packages are! Why do I as a Customer have go loose money on your hands? Stop using lasership! They steal packages! Marked as delivered at 11:30 pm with no signature and no photo does not seems strange to you? I demand a full refund for my losted packages! You are ******* my money! 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/23/2024

  RE: Better Business Bureau Case 21596636
  
  
  Dear *****,
  
  Thank you for your reply. To complete a more thorough investigation and help ensure our carriers are held accountable for failed deliveries, we truly do need to have you file a dispute with your bank for any items you did not receive. It's never our intention to cause frustration while shopping with us, and we will absolutely make sure your feedback regarding this 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 really appreciate your help in this way as well as your time and understanding! 
  
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-844-GFS-ONLINE ***************). 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 Answer

  Date: 04/30/2024

   
  Complaint: 21596636
  
  I am rejecting this response because:

  i have already contacted my bank and they told me that you have to refund my money, i also contacted lasership and they answered that they can not locate my packages and that i should contact THE SELLER, meaning YOU, for further assistance. It is clear from every point of view that you are the ones that need to solve this problem! My packages were marked as delivered at 11:30 pm, no photo, no signature! Almost midnight when my building is closed. Ok? Prior this my package was scaned in ***** and was showing the same status for 9 days! It os more than obvious that lasership NEVER delivered this packages to me. You are the seller, i payed for this packages the amount of 545 dollars to you! And i have d not received. You have ensurance with shipping comoanies, even though you dont have any ensurance  it is not my problem! The problem is i payed for something i have never received and you are responsable for it! Refund my money ASAP. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/23/2024

  RE: Better Business Bureau Case 21596636
  
  
  Dear *****,
  
  Thank you for your reply. We have reached out to our chargeback team and see that chargebacks were approved for orders 1HMQBNX, 1HMTXF9, and 1HNB2NB on 4/30. since you have received the funds back for these orders, no further refunds will be issued for them. Please contact your bank directly if the funds are not back in your account as they have been issued to your bank. 
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-844-GFS-ONLINE ***************). 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 Answer

  Date: 05/24/2024

   
  Complaint: 21596636
  
  I am rejecting this response because:

  the bank hasnt refunded me definatelly. 
  it is a condinional refund. They are still waiting a response from you. They have up to 90 days! Si the changes still can come back to me. 
  So, i am still waiting for a final resolution!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 6th, 2024 order #1HQRD77 was placed. The correct address was entered (***********************************************) for shipping. The package was delivered to the wrong address on April 10th via Laser Ship. The proof of delivery photo from this carrier is not my front door and the exact location is unknown. A claim was filed with Gap due to this issue on April 15th and denied the same day. Multiple calls were made to both costumer service and the claims department to remedy this. They will not reimburse, apply store credit, or reorder the same items for replacement. The claims representative stated that they had a new system for decreasing company losses and I was out the money unless I disputed with my credit card company over the purchase.

  Business Response

  Date: 04/18/2024

  RE: Better Business Bureau Case 21586645
  
  
  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 that you did not receive order 1HQRD77. When a missing order claim is denied, we recommend reaching out to the issuing bank for the credit card used on the order to dispute the charge. If you would like to speak to our Customer Support team ************************ regarding your claim, they may be reached at ************** and are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. They are the only department that have the ability to assist with denied claims. We appreciate your understanding.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-844-GFS-ONLINE ***************). 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

  Date:04/13/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order never shipped but ******** has refused to refund my order or reship the items. On 25 March I placed an order for 7 items at ******** online (1HYDLG5). The order was supposed to arrive 4 April, but never left the warehouse. My order status states awaiting carrier pickup. I called customer service several times to resolve the issue and try to receive the order. On ********************************************* to file a request for refund, and that once the claims department approved the refund to call back and place the order again and ******** would honor the sales price of the items (since they were purchased under a promotional discount). On 12 April I received an email from ******** stating my claim was denied. On 13 Apr I called again. The customer service rep spoke with the claims department while I waited on a long period of hold. When the rep came back he said that the claims department would not reverse their decision, my refund was denied, and the claims department would not speak with me. If I wanted my money back I needed to dispute the charge with my credit card (which is an ******** card). I asked to speak with a supervisor, after a period hold, the rep came back and said that the manager said the decision was final and the outcome would be the same, so the manager would not speak with me. He said it was based on an internal policy, but could not disclose the policy to me.

  Business Response

  Date: 04/16/2024

  RE: Better Business Bureau Case 21571675
  
  
  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 1HYDLG5. When a missing order claim is denied, we recommend reaching out to the issuing bank for the credit card used on the order to dispute the charge. If you would like to speak to our Customer Support team ************************ regarding your claim, they may be reached at ************** and are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. They are the only department that have the ability to assist with denied claims. We appreciate your understanding.
  
  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 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 Answer

  Date: 04/17/2024

   
  Complaint: 21571675
  
  I am rejecting this response because ******** never shipped the package according to their own tracking system. I am attaching another screen capture that shows the package remains in ******** warehouse and has been awaiting carrier pickup since 4 ***** (today is the 17th). I am only seeking fulfillment of the order I paid for. Failure to ship the order equates to theft. Referring me to customer service is disingenuous because the last rep I spoke with said ********s decision was final and their supervisor told the rep that he/she would not speak with me because there was no resolution they could offer.

  ******** has been having serious issues in accurately filling orders from March to ***** as evidenced by the series of complaints on this page. This is the third package that I have had issues with in this timeframe. I can only assume that this (3) is the magic number that has made ******** decide that I am the problem. However, the evidence proves that I am not stealing $8 kids tees, but rather an upstanding customer that just wants what I order. The evidence with regards to this $62 order is indisputable. The package never shipped.

  By reviewing my order record you will see the 2 other issues were also due to ******** shipping failures, not customer theft. On my 10 Mar order that had 3 missing items, you will see that I reordered 2T leggings and Small ***** and Minecraft character tshirts in subsequent orders to replace the items that never made it (although one character tshirt and the 2T leggings are in this order so I guess that didnt work out). The *************************** 2 shipments. One of the shipments contained 2 pairs of XL Linen pants rather than 3 kids tshirts. Clearly not my issue. The ******** rep I spoke with to correct this issue made it right, and told me I could keep the pants. Just to be clear, I wear a womens medium and my husband wears a small in mens. While generous, this was not anything we solicited and I was more than willing to drop off at ******** or a shipping location. We cant wear these pants and never ordered them.
  

  Rather than examine its own QA/QC practices in shipping, it has chosen to blacklist customers and push responsibility off on the credit card. 
  

  old Navy needs to ship the order that is still in their warehouse or refund the money I paid for it. Failure to do this is theft and deserves a reduced BBB rating. The evidence is indisputably in my favor.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 04/18/2024

  RE: Better Business Bureau Case 21571675
  
  
  Dear ****,
  
  thank you for your reply. We recognize that this process may not be ideal for all customers, and we 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 and understanding in this. 
  
  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 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 Answer

  Date: 04/19/2024

   
  Complaint: 21571675
  
  I am rejecting this response because ******** has still not shipped my $62 package. According to their own tracking system, the order remains at the ******** warehouse awaiting carrier pickup. It has remained at this location since at least 4 April (today is the 19th). 
  

  I continue to ask ******** to ship the package, and if that cannot happen, to refund the cost of my order. This is the minimum acceptable action. If an average person accepted money for goods, and then didnt provide the goods, it would be a criminal act. 

  The ******** response above is beyond disappointing, because they have not accepted responsibility for failing to ship the package. In fact the response above offers no explanation or mitigating information. Of course I am disappointed in this outcome, because the outcome is theft of the money I agreed to send them in exchange for merchandise.

  The BBB website asks both parties to act in good faith, but ******** has clearly failed to meet this standard. 

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

• Initial Complaint

  Date:04/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase for some items from ******** and Gap on 3/10/2024 (order 1HXYG0X) with a gift card. I returned some items to a local ******** but since there is no Gap in *******, I returned 1 pair of shorts ($47) via mail (return #GQMSzgAwWn). On 3/30/2024 I received an email saying they had received the merchandise and that I would be emailed an eGift card within 10 business days. It's been 10 business days and have contacted multiple chat agents and given multiple phone numbers that were incorrect (one said they had no transaction to my email for gift cards) and the agent tried to get me to call an automated number to check the balance of the gift card that I don't have. Both sides are saying that it isn't their problem (gift card number says no gift cards were issues, support number says the refund was issued). No one can tell me who or what was actually issued.

  Business Response

  Date: 04/16/2024

  RE: Better Business Bureau Case 21571500
  
  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 did not receive the refund for your return. We have reviewed your account and see that you spoke with an escalation specialist on 4/13/24 who was able to issue the $47.00 to your rewards account. This is available right now to use in-store or on an online purchase. We appreciate the opportunity to 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 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************