Gap Inc.

Complaint: [redacted]
I am rejecting this response because:The reply is the same as what the customer service said in the email I got earlier.The major issue was not addressed: the advertising of 50% discount at checkout was misleading. No reminder was given in the advertisement, or in the purchasing process. Yes, the website prompted that my order is international. Of course it is as I was buying and receiving clothes in Hong Kong. The online store does not say in primary stages that international orders would pay twice the prices as others do. I insist that the extra 50% I paid should be returned, and that reminder should be given in straightforward ways instead of being embedded under layers of webpages.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Dear [redacted],
 
I am writing in response to your recent
complaint filed with The Revdex.com, regarding you recent shopping
experiences both in store and online.  At





Gap, we strive to offer our customers a world-class...

shopping
experience, and I am sorry to learn of the events which made it necessary for
you to reach out to a third party for resolution.
 
We can certainly understand your
frustration at having items canceled from your order after you have taken the
time to select and order them.  Gap has
implemented a program to use our stores as an extension to our warehouses.  When you select an item, the system finds it
in the closest store or distribution center so each item will be shipped from
the location nearest you.  In this
instance, the two items shipping from the store were found to be unavailable
and caused the order to be canceled.  We
are so sorry for the disappointment. 
 
We regret that at this time, we do not
have the ability to request that your items come from a specific location, so
it is not possible to filter the search to exclude stores as a shipping
source.  Please know that we have
forwarded your experience to the leadership responsible for this program so
they can work to find a solution for you as well as all of our customers.
 
As you indicated, we see that our
Customer Service team sent you an online courtesy discount for 10% off of your
next gap.com purchase.  We are so sorry
that you were unaware of the limitation for this offer.  Without seeing the promotion email, code, or
coupon, our stores are unable to definitely determine terms of use.  We are sorry that you may have received
conflicting information during your visits for this promotion.  For your reference, we include the usage details
within the same email as the discount code to allow you to shop with
confidence.  Below are the full terms of
use:
 
Offer
expires 6 months from today at 11:59 PM ET and is valid online at gap.com,
bananarepublic.com, oldnavy.com, piperlime.com and athleta.gap.com in the US
only. 
Not valid at Gap, Banana Republic or Old Navy store locations or at Gap
Outlet and Banana Republic Factory Stores. 
Offer not valid on International shipments. Limit one discount per
customer per transaction. Offer is good for one time use only and must be
redeemed at time of purchase. No adjustments on previous purchases.  Not valid for cash or cash equivalent. Cannot
be combined with any other offers or discounts including Gap Inc. employee
discount.  Discount applies to
merchandise only, excluding Gift Cards purchased, packaging, applicable taxes
and shipping & handling charges.  Gap
Inc. is not responsible for lost or stolen codes.  Offer is not transferable without consent
from Gap Inc. 
 
Because the store agreed to apply the
discount code to your transaction before they knew the full details, we are
happy to make the adjustment for you here at our corporate offices as a one-time
courtesy.  We ask that you call us so we
can obtain the details of your transaction and process the adjustment. 
[redacted], we want you to know our
expectation is that each customer be treated with respect at all times.  We expect our store associates to be understanding
of customer concerns and provide a level of service that is above and beyond
what you expect. The service that you described is certainly not the experience
that we envision for our customers or expect of our stores and we are sincerely
sorry that you may have been made to feel less than a valued customer while
shopping with us.
 
We want to apologize that you did not
receive a response to your last email to us. 
We researched this concern and we were unable to locate the request
under either of the email addresses you provided.  Nonetheless, we are happy to assist you in
locating the canceled items as well during you call to our relations team. 
 
We hope to hear from you soon.  Please call us at [redacted] (###-###-####), and select the prompts 'more options' and then 'store
relations'.  We are available Monday
through Friday from 9:00 a.m. to 9:00 p.m. and Saturday, 10 a.m. to 8 p.m.
Please note all hours are indicated in Eastern Time.  Please reference case number [redacted]. 
 
Sincerely, 
 
 
Georgianna [redacted]
[redacted]

Dear [redacted]I am writing in response to your recent complaint filed with The Revdex.com, regarding your missing item from order [redacted].  At Old Navy, we strive to offer our customers a world-class shopping experience, and I am sorry to learn of the events which made it necessary...

for you to reach out to a third party for resolution. Please except our apology for our failure to respond to your email from December 8.  We are sorry to hear that your item was lost in transit, and have credited the $20.96 back to your purchasing credit card ending in [redacted].  This will reflect on your account within 5-7 business days.  Thanks for your patience. In addition, we have emailed a $20 courtesy to the email address associated with your online account as an invitation to shop again.  This email will contain the complete terms of use for your reference.  It would mean a great deal to have the opportunity to provide a better experience.  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at (###-###-####) and select the prompts, store questions and then store feedback.  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.  Sincerely,Georgianna H[redacted]

I already spent enough time speaking on the phone to the company and explaining the situation. It is clear what the problem is and I will not be calling back to be placed on hold to repeat myself.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID 11027682, and find the resolution is satisfactory to me.   Please forward the following response to the business:I appreciate you taking the time to look into this matter as well as providing an appropriate resolution.  I will accept your offer for the 2 free shirts.  Please ship the following:• Blue Shadow (#11)• Light Blue heather (#04)(ALTERNATE: White)

Dear [redacted],
 
I am writing in response to your recent
complaint filed with The Revdex.com, regarding your service
experience regarding your Gap Brand Credit Card account.  At





Gap, we strive to offer our customers a world-class...

shopping
experience, and I am sorry to learn of the events which made it necessary for
you to reach out to a third party for resolution.
 
We apologize for the frustration you've
experienced and want to help any way we can.  Although your Gap card is designed to be used
at our stores and our websites, the Brand Card program is managed by Synchrony
Bank.  For your privacy and protection,
we do not have access to your account and are unable to review activity or
access any recorded conversations.  We
are sorry for any confusion. 
 
Although Synchrony Bank is a Third
Party vendor, as a representative of Gap, our expectation is that each customer
be provided with respect at all times.  We
expect the service associates to be understanding of our customer concerns and
provide a level of service that is above and beyond what you expect.  The service that you describe as receiving
when attempting to resolve a concern with your account is certainly not the
experience that we envision for our customers and we are sincerely sorry that
you may have been made to feel less than a valued customer during this
interaction.
 
Please know that we have forwarded the
details of this concern to the leadership at Synchrony Bank so they are able to
address your concerns with your service and improve the experience for all of
our valued customers. 
 
Thank you again for sharing your
concerns.  If we may be of further
assistance, please contact us at



[redacted] (###-###-####) and select the prompts, store
questions and then store feedback.  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 your case number [redacted] when calling. 
 
Sincerely,
 
 
 
 
[redacted]
Gap, Inc. Customer Relations

Dear [redacted], I am writing in response to your recent complaint filed with The Revdex.com, regarding the concerns with the credit card application that was submitted without your awareness.  At Gap, we strive to offer our customers a world-class shopping experience, and I am...

sorry to learn of the events which made it necessary for you to reach out to a third party for resolution. Please accept our apology for the service provided the cashier.  We regret to hear that the application process was not clearly explained before it was submitted so you could make an informed decision. We want you to know that this is unusual and not what we require of our sales associates.  We always encourage customers to apply for one of our cards, but we do not want anyone to be misled.  Thank you for letting us know so we are able to follow up with the store. We have contacted our liaison with Synchrony Bank and they have sent a request to suppress the inquiry for the declined application from your credit report. This usually happens very quickly.  Thank you for your patience. Thank you again for sharing your concerns. If we may be of further assistance, please contact us at [redacted] (###-###-####) and select the prompts, store questions and then store feedback. 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 your case number [redacted] when calling. Sincerely, Georgianna H[redacted] Gap, Inc. Customer Relations

I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent shopping experience.  At Gap,we strive to offer our customers a world-class shopping experience, and I am sorry to learn of the events which made it necessary for you to reach out to a...

third party for resolution. [redacted], I want you to know that we greatly appreciate the time you’ve taken to share your concerns. We’re grateful you provided us an opportunity to help make this right. I’ve documented your feedback and will make it available to the appropriate leaders within our company for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement. After reviewing your online account, I do see that the reshipment order, #[redacted], was delivered on July 5, 2017. I realize this is outside of the promised delivery timeframe so I will follow-up with the Gap Flood Building location’s district leader. UPS does visit our stores to pick up outgoing orders, however, it can vary depending on the location. It’s never our intention to inconvenience or disappoint our customers with our shipping procedures and I regret hearing this was the case for you. I hope we have lost you as a customer over this experience! As an invitation to shop with us again, I have included a discount code for $50 off your next purchase with Gap. Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at [redacted] (###-###-####) and select the prompts, store questions and then store feedback.  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 your case number [redacted] when calling.  Sincerely, Jerome P[redacted]

November 16, 2017
[redacted]
[redacted] **
[redacted]
[redacted]
 Dear [redacted],
I am writing in response to your recent complaint filed with The Revdex.com, regarding online order [redacted]. At Athleta, we...

strive to offer our customers a world-class shopping experience, and I am sorry to learn of the events which made it necessary for you to reach out to a third party for resolution.
We see that your order was placed on November 7 and you selected our Free Basic Shipping method. This method of shipping can take up to 7 business days, and promised your order will arrive on or before November 16. The tracking for your order shows that your package was delivered on November 15, one day ahead of schedule.
I am sorry to hear that at the time of your call on November 11, it was too late to cancel the order. We invite you to review the details on the Changes and Cancellations page.  It is recommended you to contact us at once and we will do all we can to accommodate your request. This is typically within the first few moments of placing the order.
We are never able to guarantee a cancellation since the fulfillment time depends on the volume of business and varies from one day to the next. Our representatives can send a request to cancel the order, however, if an order has already entered the fulfillment phase of shipping, it cannot be cancelled. I apologize for any disappointment. If you would still like to return your order for a refund, you have the option of returning your items to your local Athleta location, or returning it to us using a prepaid mailing label. You can print a label by visiting the Returns page on athleta.com.
Be assured that we have shared your experience with the online leadership so they can work to find ways to improve your shopping experience going forward. If you have further questions or concerns, please call us at [redacted] and follow the prompts to share your store experience. We are available Monday through Friday from 9:00 a.m. to 9:00 p.m. and Saturday 10:00 a.m. to 8:00 p.m. Eastern Time. Please reference your case number [redacted] when calling.
Sincerely,
Georgianna
Athleta Customer Relations
cc: Revdex.com

Dear [redacted]I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent gap.com order.  We regret to hear that you are so disappointed that your order was canceled.  It is our hope that every customer has a pleasant experience shopping...

with us at gap.com and we appreciate the opportunity to clarify why this occurred.  Upon reviewing your canceled order, we can see that more than one promotion was applied to the order.  While the online ordering system did not stop you from using both discounts, the legal terms of use for both of the coupons state that these promotions cannot be combined with any other offers or discounts.  It is for this reason we are not able to complete your order.  We have attached a screenshot of the terms and conditions for this coupon that are available on staples.com.Although some orders or items from an order are being shipped, Gap is not selectively canceling and/ or approving orders.  Recently our company has implemented a program to use our stores as an extension to our warehouses.  When you select an item, the system searched both the warehouse as well as store inventory to find all available units of the merchandise for you.  When attempting to cancel orders that did not meet the promotional limitations, some could not be canceled before they shipped from the stores.  This is the reason that some items may have shipped, while others were canceled.  We hope this information helps to clarify why this occurred.  While we can understand your anticipation of receiving such a great deal on our quality items, the Terms of Use at gap.com outlines that we reserve the right to correct any errors and to change or update information or cancel orders if any information on the Sites is inaccurate at any time without prior notice (including after you have submitted your order).  Further details regarding this guideline can be found on gap.com under the Terms of Use.  In this instance, we have made the decision to exercise our right to cancel the order since the promotions were obviously combined in error.We realize that this may not be the solution you had hoped for, and we can understand your disappointment.  We appreciate your honest feedback and we hope that you can understand our decision.  We want you to know that your comments regarding our decision have been made available to leadership.  Please accept our sincerest apology for any trouble or inconvenience we have caused you.  Again, we appreciate your feedback as it will assist us in becoming better at what we do.  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at [redacted] (###-###-####) and select the prompts, store questions and then store feedback.  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 your case number [redacted] when calling. Sincerely,Georgianna H[redacted]

Dear [redacted],I am writing in response to your recent complaint filed with The Revdex.com, regarding your online order, #[redacted].  At Gap, we strive to offer our customers a world-class shopping experience, and I am sorry to learn of the events which made it necessary for you to...

reach out to a third party for resolution.[redacted], after reviewing your online account, we show that numerous missing package claims have been made since November, 2015. Members of our online leadership team have reviewed what happened with this particular order and we have decided we are not able to offer a refund or reshipment. The UPS tracking information indicates the package was delivered on May 10, 2017 and signed for by [redacted]. Your best option would be to partner with the front desk of your building and provide them with the tracking information. You are also welcome to partner with your financial institution to file a dispute. We've documented your feedback and will share it with the appropriate leaders within our online division. 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 [redacted] (###-###-####) Please reference your case number [redacted] when calling.   Sincerely, Jerome Gap Inc. Customer Relations

Complaint: [redacted]
I am rejecting this response because: lies! I know that old navy is lying now. Just leave me alone I'll let my attorneys deal with it all. I just hadsurgery you guys did enoughof stressing me out.

Dear [redacted]I am writing in response to your recent complaint filed with The Revdex.com, regarding you recent gap.com experience.  At Gap, we strive to offer our customers a world-class shopping experience, and I am sorry to learn of the events which made it necessary for you to...

reach out to a third party for resolution. We are sorry for the disappointment you may have experience due to your order being canceled.  It is our hope that every customer has a pleasant experience shopping with us at gap.com and we appreciate the opportunity to clarify why this occurred. Upon review of your order, we can see that more than one promotion was applied to the order.  While the online ordering system did not stop you from using both discounts, the legal terms of use for both of the coupons state that these promotions cannot be combined with any other offers or discounts.  It is for this reason we are not able to complete your order. While we can understand your anticipation of receiving such a great deal on our quality items, the Terms of Use at gap.com outlines that we reserve the right to correct any errors and to change or update information or cancel orders if any information on the Sites is inaccurate at any time without prior notice (including after you have submitted your order).  Further details regarding this guideline can be found on gap.com on the Terms of Use page.  We have exercised our right to cancel the order since the promotions were obviously combined in error. We realize that this may not be the solution you had hoped for, and we can empathize with your disappointment.  For this reason, we sent you a discount code via email to use on your next order with us.  The code will arrive via email and will include the usage details for your reference.  We appreciate your honest feedback and we hope that you can understand our decision, and we want you to know that your comments regarding our decision have been made available to leadership.  Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It’s our goal to retain you as a satisfied customer and we hope to serve you again in the future.Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at [redacted] (###-###-####) and select the prompts, store questions and then store feedback.  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 your case number [redacted] when calling.  Sincerely,Georgianna H[redacted]

Dear [redacted]I am writing in response to your recent complaint filed with The Revdex.com, regarding the delivery of your Banana Republic order number [redacted].  At Banana Republic, we strive to offer our customers a world-class shopping experience, and I am sorry you felt you needed to...

reach out to a third party for resolution. Since you indicated on December 2 that you were concerned that they did not ship yet, we reviewed your selected shipping method and found that you chose the everyday free shipping option.  This method can take 7-10 business days (Monday-Friday only) and during the busy shopping season, is promised to arrive within 12 business days.  This made your first promised delivery date December 16.  After tracking your packages, we see that they were both delivered on December 11, five days prior to the indicated date.  We are glad to see you received them within the promised time frame.  Thank you for reaching out for clarification.  If we may be of further assistance, please contact us at 1-888-BRSTYLE (###-###-####) and select the prompts, store questions and then store feedback.  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 your case number [redacted] when calling. Sincerely,Georgianna H[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Fortunately, the claim was resolved with absolutely no action by the business. The package was found w/o any investigation or support from Athleta. I got my money back, but will NEVER shop at Athleta again.

Dear [redacted]
Thank you for your email. I'm very sorry to hear you did not receive one of the packages from your recent online order, #[redacted], but I'm glad you took the time to contact us.[redacted], after reviewing our records, I show that you contacted our Customer Service department about this issue...

on February 22nd, 2017. One of our representatives was able to offer you the options of a full refund for the package or a reshipment of the available items. You replied to our email later in the evening of 2/22 requesting a refund. A refund of $197.83 was issued on February 23rd and we ask that you allow 3-5 business days to see it reflected in your account.Please note that the remaining charges of $17.99 and $35.96 were for the other two packages for this order and they were delivered on 2/15 and 2/17, respectively. Both of these packages were signed for by "OLGA" and "EGAL". For additional information on these packages, you're welcome to review the UPS tracking information available in your gap.com order history.I want to assure you this is never the kind of experience we would want for any of our loyal customers. Your satisfaction is a priority for our success and we want you to know that your feedback has been shared with members of leadership within our online division. Customer feedback is a large part of how we conduct our business and identify areas of improvement.Thank you again for contacting us and we look forward to shopping with you again soon! If you have any further questions, we may be reached at [redacted] or by calling ########(###-###-####). Sincerely,[redacted]Gap Customer Relations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:What a ridiculous leadership decision!!! I am not asking you to provide me with the detail of that fraudulent transaction, actually your reps already revealed to me earlier. Why should law enforcement be involved??? To investigate it's a fraudulent transaction?? Or to get money back from that [redacted]?? You were able to do both, but you just don't want to bother to help your customer since you have already pocketed the money, which is the only thing you cares!!! You decision and response is NOT acceptable at all!! We stopped shopping at your GAP store due to low quality of your goods, we will stop shopping at your BR stores as well. I am pretty sure you don't even care, you definitely deserve that D+ rating on Revdex.com. Good luck to you while you struggle to keep the rating from further dropping. What a trash company!
[redacted]

You did not answer my question, I did not ask for if the package is delivered. I was questioning the unreasonable hold time from the time I placed the order and the time you finally put merchandise on shipping truck. The time lag was 9 days- I placed order on 11/30/15, you shipped it on 12/9/15. I emailed twice- once on 12/2 and again on 12/3 and I did not receive any response if merchandise were available. I finally called your customer service on 12/4, the rep answered the phone only said items were in stock but she doesn't know why they were not shipped out. I was kept in dark all these time, finally you did shipped on the 9th, that's probably after you read my complaint on Revdex.com site. For the time and aggravation and your poor customer  service causing my time wasted in tracking delivery date of just one order and your delay. I feel I deserve a gift card of $100 or some sort of compensation. I shop with other retailers in this busy holiday season too and no other retailers had delayed shipping for 9 days without valid reason. When I place the order, there were no notice on my screen indicating the wait time would be 9 days after order placed. Regards, [redacted]

4-10-17Dear Mr. [redacted]:Many thanks for your response dated 4-3-17. A few comments on your 2nd paragraph!-As the blouse was a gift, my nephew was given a "gift receipt" - I have the original and sent you a copy of same.  If the price on the blouse had been lowered to sell quicker, why was a tag still on the blouse showing either $50 or $60? Promotional offers" Still, why did the blouse still have an original tag on it? Not with standing all of the above, if I can use your offered discount ($25) at the Gap in Larchmont NY, I will consider this matter closed.The Banana Republic stores are quite a distance from y place in New Rochelle.Awaiting your further response, and again thank you for your anticipated replay, I remain.Yours truly,Ms. H. [redacted]cc/Better Bus. Bureau