Business Profile

Clothing

Gap, Inc.

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB’s business profile for Gap Inc. was created in May 1996. A review of complaints was completed in December 2024.

For information on your online order, please visit Get the Status of Your Order and GAP Customer Service.

If you need additional assistance, please contact GAP at Contact Us.

Complaints

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

Customer Complaints Summary

1,142 total complaints in the last 3 years.
440 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/19/2025
Type:Product 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.
On April 16th, 2025 I placed an order online at the GAP Canada. On April 19th, 2025 I got a notification email saying I received my package but the photo proof shows another location than my apartment. Contacted GAP and one ***** online said they could issue a refund but the chat got cut off due to lost connection. The second ***** is refusing the issue the refund and wants me to wait 2 weeks before calling back and getting the refund. We have photo proof that shows that the package was delivered to the wrong address and gap wont even help me to ship another order with the stuff I paid for without having to pay TWICE and they wont issue a refund and telling me to call back in two weeks
Business Response
Date: 04/22/2025
RE: Better Business Bureau Case 23226711

Dear Katya,

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 your order. We have issued a refund in the amount of $1001.80. Please allow up to 10 business days for the refund to post 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 send us the new order number once it has been placed.

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 Better Business Bureau
Customer Answer
Date: 04/24/2025
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
Date:04/14/2025
Type:Sales and Advertising 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 placed an order with ******** on February 17, 2025 that was delivered on February 24, 2025. I had items in the order that I wanted to return. However, on February 20, 2025, the items were showing as being outside of the return window on their site. Therefore, I did not return them. I had another order that had the same issue that was ordered a few days later. However, I reviewed the return policy and it stated that shipped items were eligible for return for 30 days after delivery. I returned the items from the second order. However, at that point, I was outside of the 30 days shipped window to return items from the first order. I immediately filed a complaint with the company and was assured that some would call be regarding the matter. I never received a call back. I have since called several times regarding this matter only to be told that the concern was logged and someone would call me within 24 hours. However, I have not received a call yet. I feel as though ******** is engaging in deceptive business practices. I am being forced to pay for items that I should have been able to return. However, they listed an incorrect return statement in my account and I was negatively impacted. I am sure there are other customers that have fallen victim to this same issue and they may not even be aware. The items should have been eligible to be returned to the store on March 20, 2025 because the date was inside of the 30 day return window from the date of shipping. However, the items were listed as outside of the return window incorrectly in my account on the ******** site and I have suffered monetary damages because of it. I have attached a screen shot of the statement showing on my account when I checked it.
Business Response
Date: 04/19/2025
RE: Better Business Bureau Case 23202328

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 regret hearing this was not your experience with your return request for order 1LBY6H9. While we do see that you contacted us March 30th in regard to wanting to make a return on the order, based on the February 24th delivery date for the order, the items would have needed to either be returned in store or mailed by to be received by March 26th to be within the 30-day return timeframe. As a one-time courtesy, we're happy to email you a prepaid mailing label to use to send new and unused items from order 1LBY6H9 back for return as a courtesy late return exception. The prepaid mailing label will arrive shortly via email and the return will be processed within 15 business days of the date the package is mailed back to us.

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: 04/19/2025
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 look forward to receiving the prepaid shipping label as outlined in the response to my complaint.

Sincerely,

****** *******
Initial Complaint
Date:04/14/2025
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.
On April 11, I placed an order with Gap (Order #1LRFCYK), using Gap Rewards I had earned as a longtime credit card holder (15+ years). My order arrived extremely quickly--the very next day. However, one itema small watermelon purse meant to be a birthday gift for my daughterwas missing from the package.I followed the proper procedure and filed a claim. I was passed between three different customer service representatives, all of whom denied the claim, citing that the package weighed what it should have. This logic is absurdjust because the package had the expected weight doesnt mean it contained every item. The purse simply was not in the box.Because I used Rewards to pay, I cant dispute the charge with my bank. The value has been taken from me with no resolution. I also attempted to escalate the issue via Gaps customer service email. I received an automated response stating that the address is unmonitoredanother dead end.This is not the first time this has happened to me with Gap, but it is the first time they have refused to help. Worse, Ive discovered this is a common experience, with similar complaints posted on public forums and Reddit. It seems Gaps quality assurance issues are becoming the customers burden, which is *************** not just upset about the missing itemIm upset about the principle. Their customer service has wasted my time, denied responsibility, and offered no path to resolution. As a loyal customer, Im appalled.Desired Resolution:I am requesting one of the following:Resend the missing item, or Restore the Rewards points used for the purchase.Either resolution would be acceptable. Ignoring the issue and offering excuses is not.
Business Response
Date: 04/17/2025
RE: Better Business Bureau Case 23201118

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 all of your items from order 1LRFCYK. We aren't able to overturn a denied claim through this platform and recommend contacting our *************************** at ************** to speak to someone directly about the claim. The team is available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. We 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, and we appreciate your help and understanding in this. To thank you for your feedback and for being a valued Icon customer with us, what we can do as a courtesy is add 2,000 ($20) points to your reward account with us. The points are available for use online or in-store with any of our brands.

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
Date:04/13/2025
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.
I ordered 15 things in an order from ********* 14 were correct and instead of the shirt (small) that I bought for my daughter, I received 6T alligator pajamas. I contacted them to either get the correct item shipped or receive a refund and they refused to do anything and wouldnt provide a reason.
Business Response
Date: 04/17/2025
RE: Better Business Bureau Case 23198023

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 truly sorry to hear of the wrong item received in your recent order, 1LYGD8C. We do see that the missing item was refunded on April 15th and that $6.36 refund will post to the payment method used for the order within 7-10 business days of that refund date. We're also happy to see that you were able to reorder the missing shirt with the pricing matched and shipping waived.

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
Date:04/11/2025
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.
A order was placed, and canceled by the company they only returned partial of the amount, to my credit card groveport oh. I want a refund check with the amount mailed to my address as I have already paid my credit card balance
Business Response
Date: 04/15/2025
RE: Better Business Bureau Case 23193491

Dear Sherikia,

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 did not receive all of the packages from order 1XJLXRJ. While we do see that one of the three packages was returned and refunded in the amount of $87.16 on July 9, 2024, we do not see that the other two packages from the order were returned. While we regret hearing that you may not have received the packages, as your order is from more than 90 days ago, we are no longer able to take action on this order. For missing orders, it is necessary to contact us immediately after the estimated delivery date for any items not received as we have a small window to assist. We recommend 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 **************. 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:04/11/2025
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.
Dear BBB,I placed an online order with GAP and received a sweatshirt that still had the security tag attached. This was clearly a mistake on their part.Order #: 1LPC932 Name: Thi Thu *** ***** When I contacted a supervisor, the solution offered was for me to return the item, and then she would process a refund along with a $10 reward (store credit). I accepted the offer at the time. However, I later realized this doesnt feel fair. The sweatshirt was purchased on sale, and now the refund plus the $10 wont be enough for me to buy the same sweatshirt ******** filing this complaint because I believe companies should take full responsibility when they make mistakes and not put the burden on the customer. I would appreciate it if ********************** could offer a better resolutionsuch as an eGift card thats enough to repurchase the sweatshirt (or any other item of equal value), along with compensation for my time and effort spent on this issue.Thank you for your time.
Customer Answer
Date: 04/14/2025

I would like to update my complaint details. Initially, the team leader scheduled a pickup, and although **** arrived, they did not pick up the package. After contacting them again, I decided to visit a store to have the security tag removed instead. However, it feels awkward to ask a store to remove a security tag from a different retailer. This situation is very inconvenient for me, as I have to go out of my way, wasting time and feeling uncomfortable.

Since I am being forced to take these actions due to circumstances beyond my control, I believe I should receive compensation for the inconvenience. Currently, they are offering a $10 reward if I return the item, but I am unsure if I will receive it since I no longer plan to return the item.
Thank you for your help!!

Best regards,

Business Response
Date: 04/14/2025
RE: Better Business Bureau Case 23184173

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 your item arrived with a sensor attached. We understand it was inconvenient to have to go to a store to have it removed. We reviewed your account and show that the $10 in rewards has already been issued to your account. Please know that if you keep the item, you will still be able to keep these rewards for the experience.

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 1-800-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 **********************
Customer Answer
Date: 04/14/2025

Complaint: 23184173

I am rejecting this response because: not worth what I have to deal with. They need full responsibility.

Sincerely,

***** *****
Business Response
Date: 04/19/2025
RE: Better Business Bureau Case 23184173

Dear ***** *****,

Thank you for your reply. Please understand that our addition of the $10 points added to your reward account was to thank you for your feedback and was not meant to compensate or reimburse you for your time. As a result, we are unable to increase our offer, and we apologize for any disappointment this may cause. We 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, 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-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:04/10/2025
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.
Order number ; #1LLG2V6 I returned 3 baby items because they are ill fitting, I only received refund for one, contacted Gap customer service on 4/8/25 and they said they have escalated to the exception ******************** will give me a call and refund but it didnt happen, i want my money back ! The refund should be $36.27 plus tax . Only received $10 refund
Business Response
Date: 04/13/2025
RE: Better Business Bureau Case 23189796

Dear Lei,

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 get refunded for all items returned. We have reviewed your online return, and show only 2 items were selected to be returned through our interactive return process and we will need to open an investigation into the missing return. We will reach out to you by email once the investigation is completed within 2-3 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 1-844-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:04/09/2025
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.
I placed an online order for multiple items. When the package arrived it was missing an item (men pant). I filed a claim as instructed, my claim was denied for unknown reasons. I contacted customer service several times and they told me the only resolution is to dispute the charge with the credit card company.
Business Response
Date: 04/11/2025
RE: Better Business Bureau Case 23180573

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.

We want all our customers to be satisfied with their purchases from ********* and we're sorry to hear that you never received all of your items from order 1LPNR86. While we are unable to overturn the claim decision through this platform, we value your feedback and have added ***** points (equal to $25) to your reward account with us to thank you for taking the time to share these details with us. We will make sure your comments are shared with the appropriate leaders.

If you do want to speak with 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.

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
Date:04/09/2025
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.
I made a purchase on *********** on 3/23/25 and my package was not delivered to my address. The tracking info from **** says it was delivered to my mailbox but upon checking it was not in there. I made sure to check with my leasing office, neighbors, and my parcel lockers as well but it was no where to be found. I cannot file a claim with **** because they have it marked as delivered but they must have delivered it across the street to the wrong address with the same building number. I first reached out to ******** customer support to explain how my items may have been put in the wrong mailbox and they told me i could get a refund for my items if i made a claim so I did. Because I didn't receive my package, I also went ahead and reordered again from the website the same items so that I could get them as soon as possible. I then received an email two days later saying that my claim for a refund was denied. I chatted online with another agent that told me to call the special claims team and when I did they said they told me to file a claim with ****** to get my refund so I did that too. While my ****** case was in review, I called the claims team again to see if they could help with the case and I was told that I would be receiving a refund from ****** soon, that they could see it on their end so I just needed to wait. After two days, I get a notice from ****** stating that my case was denied and closed. So now I have paid for an order that I never even received. I cant report this to my bank as fraud because they will shut off my card which is all I have to use for all my bills. This is not how you should be treating a loyal customer who spoke to several agents that said I would be getting a refund and they lied. This has been one of the worst shopping experiences I've had in a really long time which is sad because I really like shopping at *********
Business Response
Date: 04/11/2025
RE: Better Business Bureau Case 23180102

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 all of your items from order 1LLF854. 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 **********************

Customer Answer
Date: 04/11/2025

Complaint: 23180102

Hi there, thank you for your response however I am rejecting this response because I have already taken the steps mentioned in your message and been denied by both the ******** claims department & ********* card servicer. I also even filed an appeal with ****** and was denied as well as Ive attached the denial letter below as well. I've attached my proof of all 3 denials below in my response. I want either a full refund for my order or store credit in the amount of the $19.49 since I did not receive my items. Thank you.

Sincerely,

***** ******
Business Response
Date: 04/19/2025
RE: Better Business Bureau Case 23180102

Dear *****,

Thank you for your reply. We recognize that this process may not be ideal for all customers, however in an effort to be fair and consistent to all customers, we are unable to change the outcome of the claim. We will make sure your feedback is shared with the appropriate leaders within our organization for review. As customer feedback is a large part of how we conduct our business and identify areas of improvement, what we can do, to thank you for your feedback, is add ***** points ($20) to your reward account with us. The points are available for use in our stores or online with any of our brands.

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
Date:04/08/2025
Type:Product 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.
Purchase #:1LP1XWY Paid: ***** plus tax I was sent the wrong jeans- wrong color and wrong style. I have pictures of the jeans still in the wrapping- And they want me to make an extra trip to return these jeans in store to get a refund for their mistake. When I spoke to ***************** they said that was my only option, and that I didnt have any other choices. I asked to escalate it and they said their leaders use the same policies. But I requested a call back anyway. Im still waiting on that call, but I feel like this cannot be legal that I have to waste my time and gas and add an errand to my day for their mistake before they give me a refund. I think its absolutely ridiculous.
Business Response
Date: 04/11/2025
RE: Better Business Bureau Case 23180008

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 item. We have reviewed your account and show that a refund was issued in the amount of $16.30 and that you were offered an additional $50 in rewards for your experience. Please allow up to 10 business days for the refund to be posted to your account. If you would like to reorder, we're happy to match the promotional price paid and waive the shipping fee. Just call us at the number below to place your order. 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 **********************

Customer Answer
Date: 04/11/2025
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,

****** ******

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