Gap Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent online order with OldNavy.com.  At Old Navy, we strive to offer our customers a world-class shopping experience, and unfortunately, we did not meet your—or our own—expectations, and we...

are sorry for the disappointment.  It is so important to us that our customers enjoy shopping our brands, so the details of your complaint are a serious concern for us. We reviewed your order and see that we did miss our promised delivery time.  We are so sorry for the frustration this may have caused.   Let us express our deepest apologies for the lack of communication regarding your time sensitive orders.  Your feedback has highlighted the areas within our process that negatively affects customers and we have shared this with the appropriate team for review.  Thank you for providing this detailed feedback. As an invitation to shop with us again, I have forwarded an online discount code for $20 off of your next order with us.  We hope you will shop again so we have the opportunity to provide a better experience.  This code will arrive in a separate email and will include the complete terms of use.  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-OLD-NAVY (1-800-653-6289) 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,

I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent return in store.  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. Thank you for your letter and for sharing your concerns regarding your Athleta return.  We are sorry to learn of your frustration with our returns/exchange policy and sincerely apologize for any inconvenience this may have caused.   For your convenience, our Reward Certificate policy is as follows:  with an original receipt, merchandise may be exchanged for the same item (style number) in a different color or size.  If it is a different item (style number), or if it was purchased from athleta.com, the original purchase will be returned and the new items will be sold to you.  The reason for this is when the merchandise is returned, the value of the Reward Certificate is automatically returned to your credit card account in the form of Reward Points, which will be reissued as new Rewards Certificates and delivered in a future statement.  It is not possible to transfer the value of the rewards to the new purchase.  Currently, our stores and online operate as separate divisions with individual systems and item numbers.  The online item must be processed as a return to make it part of the store inventory, and then you can repurchase the item in the size you need. Please know that we never want to frustrate you with our policies and we have shared you experience with the appropriate leadership for review.  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-GAP-STYLE (1-800-427-7895) 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 XXXXXXXXXXXX when calling.

What you are stating is no consistent with your actions  as certain items from the same order were accepted for return while others were sent back. If I were GROSSLY outside of the 45 day timeframe I would understand. But due to shipping times it was a matter of DAYS. But that is fine. If this matter  is worth losing a long-time customer than so be it. I have many other options and will happy to extend my business elsewhere. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I appreciate that Old Navy has responded to this case, however, I am not willing to be the one to drive 40 minutes to redeem a gift card.  I spent 35 minutes at the initial visit when the problem occurred, asking for the issue to be solved.  They denied my request, and now, they are attempting to make things right, by asking me to do the leg work of redeeming what was rightfully mine to begin with.  If the store owes me money, they can issue a check, whether they say they are able or not.  I should not have to do ANYTHING but go to my mailbox.  This was their error, not mine.I do not have any plans to drive 40 minutes to cash in the gift card or to use the $20 gift card they are sending as an apology.  I will not be making any more visits to this establishment due to their dishonest practices.  If they want to make things right, they can find a way to get a check for the due amount to me.

Dear [redacted]
 
I am writing in response to your recent
complaint filed with The Revdex.com, regarding your online order #[redacted].  At





Banana Republic, 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 happy to address your concerns
with the delivery of your order.  The
date of your order is Sunday, May 24.  Since
Monday May 25 was the Memorial Day Holiday, the first business day after the
date of your order was Tuesday, May 26. This would make June 5, the ninth
business day and the first promised delivery date.  We hope that this information is helpful.
 
We have reviewed your order and see
that you order is pending shipment.  We
do not see any indication of a delay in the delivery. You will receive an email
which includes the tracking information once the order has been shipped.  We do ask that you allow the full shipping
time for your items to arrive. Every effort is made to get your order there by
the promised date, up to and including expedited shipping at no additional expense
to you. 
 
We appreciate your patience, and look
forward to shopping with you again soon.
 
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

I am writing in response to your recent complaint filed with The Revdex.com, regarding the charges to your account for 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. When a customer places their order, a pending charge for the total amount is placed on the card.  Once an order ships from the distribution center, the actual charge is placed and the pending authorization will drop off of your account.  We have attached a detail of the charges to your account.  Since your order was shipped in three separate packages, the pending authorization didn’t drop off until the last package was shipped.  The details of this are made available to you in our Customer Service section on oldnavy.com under “Payment Options:  To pay with a Credit or Debit Card.”  We regret to hear that this may have caused you any account errors.  We appreciate you reaching out for help with this concern, and sorry to see that you have not had the opportunity to speak with our Customer Research team to make any needed corrections. The Research team is able to work with your financial institution to resolve any errors that may have been the result of the Old Navy order.  We have requested that one of our research agents contact you directly to help with your concern.  If you prefer to call us at your convenience, please call 1-800-OLD-NAVY (1-800-653-6289). If you are calling from outside of the U.S. you may reach us at 1-614-744-3528. Our Customer Research Consultants are available between the hours of 8:30am - 9:00pm Eastern Time Monday through Friday and 10am - 6pm Eastern Time Saturday and Sunday.  You are a valued customer. We look forward to hearing from you soon.

Dear [redacted]
 
I am writing in response to your recent
complaint filed with The Revdex.com, regarding the timeframe for
your online returns.  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.
 
Upon receipt of your letter, we
attempted to locate your account with the information you provided.  Unfortunately, we cannot locate an online
account using this name, address, email address, or telephone number you
listed.  Although we were not able to see
your specific situation, we are happy to outline some of the return guidelines
as they apply to your letter. 
 
For online orders, the return must be received
at our warehouse within 45 days of the order date. This is calendar day, not
business days.  If you ever feel that you
may miss the deadline, we also allow online items to be returned in the store for
a more timely option, unless they are designated “mail only” returns.  These must be returned to our warehouse. 
 
We are sorry to hear that you were so disappointed
with our online return policy.  We do try
to address each customer individually, and understand that there may be
situations that warrant a courtesy; however, without enough information to
access your account, we would not able to speak to why your items were mailed
back to you.  If you would like us to
review your account further, please reply and provide us with the name, address,
email address, or phone number that is listed on your online account. 
 
You mentioned that your packages may
arrive days apart please know that you are able to print a free prepaid mailing
label and return these items free of charge. 
There is no need to wait for all items to arrive as you have access to
print as many return labels as you need. 
 
We hope to hear back with the needed
account information so we can review your account and provide you with a more
detailed response.  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,
       [redacted]Gap, Inc. Customer Relations

November 15, 2017
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted],
I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent online orders. 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.
On November 5, you spoke with us and asked that the item which was ordered incorrectly, Slim Ultimate Built-In Flex Lightweight Khakis (8495350332830), be canceled from the order. The agent then placed the order for you again with the correct sizes and adjusted the prices to match the first order. However, she only canceled the one pair of Khakis from the first order rather than the entire order. She then placed the new order for all three items. This is the reason that you have two charges on your credit card account. We are sorry for the mistake, and the inconvenience this may have caused.
Once the order is shipped, we are unable to refund it until the items are either shipped back to us or returned to your local store. The tracking information states that order #[redacted] has shipped and is expected to be delivered on November 20. This is the order that you expected to be canceled. Because the mistake was ours, I have issued a refund for the remaining two items for a credit is $70.58. You will see this credit reflected on your credit card within 5-7 business days from the date of this letter. We ask that you either drop these at your local store, or send them back using a prepaid label from oldnavy.ca.  Thank you for your help. 
The corrected order, #[redacted] is expected to be delivered on November 17. This order has the correct sizes and items. Should you still wish to receive a refund for these items, you will need to return the order to oldnavy.ca or at your local store. I hope this is helpful.
Thank you again for reaching out so we were able to help. 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
cc: The Revdex.com

September 15, 2015[redacted] 
[redacted]
Dear [redacted],I am writing in response to your recent complaint filed with The Revdex.com, regarding your visit to your local Old Navy store.  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. Our marketing and promotions teams try to create offers that add excitement to your shopping experience and make sure that our signs clearly communicate the details of our offers to that you can have the best experience possible. We are disappointed that our signs caused you any confusion or frustration while you were shopping.  We take your concerns very seriously and the feedback that you've provided has been documented and will be shared with our marketing team so they can use your experience to find ways to improve the way that we communicate the details of our offers going forward. We would like to apologize for the service you received during your visit and we see that since you send this sent this report, you have had heard from our Customer Relations team via email.  I am able to let you know that the details of your experience were shared with the leadership of the [redacted] location for follow up with the store.  We are also glad to see that they provided you with a $20 Gift Card so you could visit us again and give us the opportunity to begin rebuilding your confidence in our brand.  If there is anything else that we can do to address your concerns, please let us know!  Again, thank you for writing. We value your patronage and look forward to shopping with you again soon! 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 Relationscc: The Revdex.com

I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent online return for 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.  At Gap Inc. brands, we are committed to ensuring that your experience with us results in complete satisfaction, and we genuinely regret disappointing you. We are glad to hear that you have disputed these charges with your credit card provider.  This is the best way to find a resolution for the charges you feel are incorrect.  We take pride in doing all that we can to provide a level of service that is above and beyond what you expect.  With this in mind, we have previously extended a number of courtesies on your account.  We know that each situation is unique and may require actions that are outside or our normal policies; however, in fairness to all of our loyal customers and cardholders, we do our best to remain within the company guidelines so all of our customers can be confident we are providing consistent service to everyone. With regret, we are unable to extend any further exceptions.  We appreciate you understanding. Please accept our apology for the level of service you experienced during your last telephone conversation with online supervisor, Josh.  Please be assured that we have documented your feedback regarding the call and have asked that the recording be reviewed for opportunities.  We want you to know that leadership will take the appropriate actions to improve the service provided.   We truly value your business and hope you will remain a valued Gap Inc. customer and cardholder.   Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-OLD-NAVY (1-800-653-6289) 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,

I am writing in response to your recent complaint filed with The Revdex.com, regarding Athleta 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. Upon review of your account, we see that you contacted our online team and a full refund has been issued to your credit card.  We ask that you allow 7-10 business days for the refund to reflect on your account.  Thank you for contacting us so we could assist with this concern.   If we may be of further assistance, please contact us at 1-877-3ATHLETA 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 Gap, Inc. Customer Relationscc: The Revdex.com

Clearly, you did not read the complaint closely. Nothing was returned and I indicated that the following package with the tracking #of :Package trackingTracking number: [redacted]via GroundWAS NEVER RECEIVED.

I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent online 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. Upon review of your concerns, we see that we are unable to verify the credit card information provided on the order. We don’t see information that the store contacted us to confirm that your card information was verified.  Although we are unable to place an order with an unverified credit card, we never want to make ordering impossible.  One alternative is to purchase an Old Navy gift card either from your local Old Navy or from a third party retailer and use that as your online payment.  Please know that it is never our intention to make your experience difficult, however, we take our customer privacy and security very seriously and apologize if this has caused any inconvenience or frustration.  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-OLD-NAVY (1-800-653-6289) 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,

October 5, 2017[redacted]
[redacted]
[redacted]
[redacted]Dear [redacted],We are so sorry to hear that one of your items arrived with the security sensor still attached, and to add to that, you are too far from a store to visit to have it removed. In an effort to make this right, we have credited your full balance on the order. You will see a credit in the amount of $38.50 back to you purchasing credit card. This provides you with two Lightweight Twill Military Jacket for Men completely free of charge. This is a value of approximately $130. We hope that this is helpful.We hope you will call us so we can partner with other Gap Inc. stores in your area to see if they are able to assist in removing your sensor. If you would like to contact them directly, you will need to show your invoice to have the sensor removed. We hope to hear from you soon.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,GeorgiannaGap, Inc. Customer Relationscc: The Revdex.com

Good afternoon,The company issued the refund today, and is showing as pending with my credit card company.Thank you for your assistance Ashley J[redacted]

Dear [redacted]
 
Thank you for your response and for
providing identifying information regarding your recent complaint filed with
The Revdex.com.  With the
order numbers you provided, we were able to locate your account
information. 
 
As we indicated in our previous letter,
all purchases from gap.com are subject to a 45 day return timeframe.  We do our best to remain within these
guidelines so our customers can be confident that they are being treated fairly
and consistently.  While there are
occasions that an exception is warranted due to unique circumstances, our
records indicate that we have extended eleven courtesies on your account for
late returns. 
 
In November of 2012, we notified you by
email that we had extended your ninth and final courtesy for late returns.  In June, 2014 you returned items that were outside
of the time frame and we returned them with a letter indicating why they were
being returned.  On your most recent
return from June, 2015, only the items that were within the timeframe were
returned, and the remaining items
 
We want you to know that while we can
understand your disappointment with the online return time frame, we would not
be able to extend any further return exceptions at this time.  Your comments have been document and shared
with the department responsible for policies and changes.  While we cannot guarantee immediate change,
we can ensure your voice is heard. 
 
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,
 
 
 
 
[redacted]
Gap, Inc. Customer Relations

I am writing in response to your recent complaint filed with The Revdex.com, regarding your online 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.   [redacted], after reviewing your order, I see that it shipped out in multiple packages. Can you please confirm if there are any packages you have not received at this point? I do see there have been some returns made for this order, but if you have not received any of the original products, I’d like to ensure the appropriate credit is processed.   I can assure you this is never the kind of experience we would want for any of our loyal customers. I want you to know that we take all customer concerns very seriously and I will make sure your feedback is shared with the appropriate leaders within our online division for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement.   I hope we have not lost you as a customer over this experience! As an invitation to shop with us again, I’ve requested a 20% discount code to be emailed to you so you can do a little shopping on us. This offer is combinable with other online offers so I’m confident it will help make your next shopping experience much more enjoyable.   [redacted], thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-OLD-NAVY (1-800-653-6289) 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] Gap, Inc. Customer Relations   cc: The Revdex.com

I reviewed the response made by the business in reference to complaint ID [redacted], and I accept the response since there is nothing more I can do.  I personally do NOT find the resolution satisfactory but there is nothing more to say since there is a disagreement on what they did.  I just have to move forth and reconsider shopping with them as well as  I will not recommend them to my family to shop at any of their affiliated stores.  You can please forward this message to the business but no response is need.  They have lost a customer and we just have to agree to disagree.  They need to acknowledge they make mistakes, and probably more often then they realize rather than blaming the customers.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]