Gap Inc.

Gap Inc has no right to discriminate against the very old and devoted customer. For 35+ years, I have been Gap customerAs per the attached credit reports, I had Gap and Banana Republic cards for many years. The cards were closed beforeI had moved to [redacted], with my nonprofit.Yes, I had problems with some of GAP orders, because they charged me for used and/or defective merchandise which I could not return from EcuadorSo, does GAP wish to say that their Internet customer is obliged to pay for whatever junk they want to sell?THEIR WEB SITE IS FULL OF COMPLAINTS ABOUT DEFECTIVE MERCHANDISE SENT TO THE INTERNET CUSTOMER, AND ABOUT PROBLEMS WITH THEIR SHIPPING. Thanks for your message. I now understand the transferMy address is, as per my previous message and the original complaint,[redacted]I have just replied to the company response, but I did not have enoughspace on your boards.**I need to add that *1. NO USA business can refuse to sell anybody in the store, even to a newcustomerWho did give GAP the right to pick and chose their customers on theInternet?2. Who did give GAP the right to sell defective merchandise and provideatrocious customer service on the Internet? And then insist that they wouldsell only to the customers who pay for whatever GAP wishes to sell, with noregard to quality and customer service3. I am a customer of over 30 years. GAP was glad to sell me when I couldchose between them and 10000 other stores. Now, when I am in Ecuador, anddo not have much choice, GAP has the right to discriminate?4. GAP has never blocked me, what they prefer to do is really illegal, ifnot criminal. They tie up my credit card with pre approved charges, theyinsist on processing 2-3 times, then they wash their handsTHIS IS REALLY A BANANA REPUBLIC, NOT THE USA COMPANY    
Regards,
Yanina Shapiro

Dear [redacted],I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent online order.  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 are glad to see that your Swing Dress arrived on December 20, one day before the promised date of December 21.  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 contacting us to share your comments. 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]

Dear [redacted],
 
I am writing in response to your recent
complaint filed with The Revdex.com, regarding your return
experience at the [redacted] Old Navy location.  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.  Thank you for taking the time to send us the
email outlining your concerns. We do appreciate hearing from our customers, as
their comments are vital for us to continue improving our customers shopping
experience.
 
Our expectation is that each customer
be treated with dignity and respect at all times.  We expect our store associates to be
understanding of your concerns and provide a level of service that is above and
beyond you expect during your visit to our stores.  The service that you describe as receiving 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 can certainly understand your
frustration and dissatisfaction of the management's initial [redacted]luation and want
you to know that if you are not satisfied with the outcome of the [redacted]luation, we
invite you to get a second opinion, whether it is by another manager at the [redacted] store, or another store within your area.  We do apologize for any frustration that you
may have experienced. 
 
Your feedback is imperative to our
business, and we see in our records that the details of your experience were
forwarded to the leadership responsible for the [redacted] location after
your conversation with our Customer Relations Specialist, [redacted], on April
24.  While we do not receive details of
the actions taken, we trust that our field leadership has taken the necessary
steps to improve the level of service at this location.  It is our hope that by this time you have received
the $10 courtesy discount we provided, and were able to see that your feedback
does make a difference.
 
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 rejecting this response because: New York State begs to differ with you. When I contacted them they said that I absolutely should not have paid sales tax.
Regards,
Lorelee S[redacted]

Per attached mail conversation with Gap - I take issues with their delivery process and resolution.This is an order for 4 polo tees online made on May 24th (Memorial Day) and as Gap.com customer service has pointed out - the delivery date should be no later than June 5, 2015 being 9 business days (BananaRepublic.com website claimed 7-9 business day for delivery). My 1 online order was processed in 2 batches:a) 1 polo tee under [redacted]This shipment was labeled as 'Order Processed: Ready for UPS" since May 27th. Only when I sent a follow-up email to you on Jun 2nd did you then started passing on to UPS for actual shipping.  This resulted in UPS giving an update of scheduled delivery as "Wednesday, 06/10/2015, By End of Day" which is grossly over the 7-9 business days delivery.b) 3 polo tees under [redacted]For this shipment, you didn't even process the order until only when I raised a case with Revdex.com.  Your customer service rep had the cheek to say that "Orders placed with the Free Shipping method are due for delivery within 9 business days, which are Monday through Friday, excluding holidays.  Your full order is due for delivery no later than June 5, 2015." which means Bananarepublic.com could take up till June 5, 2015 to START Shipping.Looking at how these 2 batches are being processed, no wonder your rep is saying that. My questions to Bananarepublic.com/Gap.com Customer Service:- Why do I have to keep chasing you to make sure that you are passing on your package to DHL, and not leave the parcel simply tagged as 'Order Processed: Ready for UPS' but sitting in your warehouse somewhere because you failed to pass over the package to UPS?- If I did not raise a complaint on Revdex.com, would you have taken my case seriously and started shipping ALL my items?You can be assured that with your gross misrepresentation on your website, substandard level of customer service and delivery handling process, this would be the last time I would transact on any Gap.com branded website.  If I do not receive the items by the promised delivery date (June 5th), I will raise a chargeback with my credit card issuer.Revdex.com - this is why we consumers need you as a watchdog over these merchants!Regards,
[redacted]

Dear Mr. [redacted] I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent shopping experience at our [redacted] Gap location.  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. Neale, I greatly appreciate the time you’ve taken to share your concerns. I regret hearing the way you felt when completing your purchase. I can assure you it is never our intention to mislead our customers into opening a credit card account with any of our brands. We do our best to offer a wide range of promotional offers so customers can get our products at a great price. I can assure you we take matters of this nature very seriously. I have documented your concerns and will share them with the appropriate leaders responsible for the Gap store. Customer feedback is a large part of how we conduct our business and identify areas of improvement. Sadly, I would not be able to provide you with the requested 20% discount code as this option is not available to us. Our brand credit cards are managed by Synchrony Bank so your best option for closing/opening your account would be to call them directly at ###-###-####. They will be happy to go over your available options. 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]

I am writing in response to your recent complaint filed with The Revdex.com, regarding online order number [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 researching your concern, we see that you were able to contact us and a refund was issued for the missing order.  One credit for the merchandise in the amount of $16.18 and a second one for the shipping of $7.56 were issued on November 11, 2015.  We ask that you allow 3-5 business days for the credits to reflect on your account.We apologize for any disappointment in regards to this experience and appreciate the opportunity to help.  Please call us if you would like to place a new order for the item.  We are happy to assist.    Thank you again for sharing your concerns.  If we can help further with this, 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 8:00 pm Eastern Time.

August 12, 2015
 
 
 
 
[redacted]
*
Dear [redacted],
 
I am writing in response to your recent
complaint filed with The Revdex.com, regarding the Old Navy Visa
Account that was opened...

during your last visit to our 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. We want customers to enjoy shopping at





Old Navy, so the details your letter outlining your experience is a
serious concern for us.
 
Let us express our deepest apologies
for the miscommunication you may have received from the cashier. Old Navy is committed to conducting business
at the highest level of integrity and we are so disheartened to hear that you
feel that you were misled.  We want to
share that we have forwarded this concern to the leadership over this location
for follow up with the sales team.  We
are confident that the appropriate actions will be taken to prevent any further
incidents such as this. 
 
We have asked a supervisor at [redacted] Bank, our third party credit card management partner to contact you directly to
assist you with your credit card account. 
Should you wish to close the card, or have any questions regarding
credit reporting information, they will be happy to help. 
 
We appreciate you reaching out to bring
this to our attention.  We want our
customers to be confident we have their best interest at heart, and we hope you
will remain a valued customer of Old Navy. 
As an invitation to return and give us the opportunity to improve upon
your last experience with us, please accept the enclosed $






20





Old Navy





Gift Card.  It would mean a
great deal to us to begin rebuilding your confidence in our brand. Please refer
to the reverse side for complete usage details.
 
Thank you again and we hope to see you
in the stores soon.
 
Sincerely,
 
 
 
 
Georgianna H[redacted]





Old Navy Customer Relations
 
 
 
$20 Old Navy Gift Card will be sent via Postal Mail with a copy of this letter.

I am writing in response to your recent complaint filed with The Revdex.com, regarding your online order number [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. We looked into your concerns and see that your order was actually delivered to you on Saturday, March 5.  This was three days prior to the promised delivery date.  We are sorry for any confusion in regards to the notes entered by your local post office, and we are glad to see that you have received your items.  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 2021555 when calling.  Sincerely,Georgianna H[redacted]Gap, Inc. Customer Relationscc: The 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 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 recent return activity.  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 have reviewed your concern and have found that you were able to speak to our leadership today, September 9, 2015, regarding your concerns with your return.  With regret, we will not be able to accept the return as the items were from 2008 and were believed to have been worn.  We see that this was explained to you during your conversation with Michelle, our Customer Relations Leader.  We are sorry for any undue frustration this may cause.  We can see that a senior accounts representative, Lezlee S[redacted], has called to assist with your situation and was only able to leave a voice mail with her direct number so you can contact her for further assistance.  At this time, we will be unable to process any orders or returns until you have the opportunity to speak with Ms. S[redacted].  We appreciate you patience as we work to find an amenable solution for you.If you have further questions or concerns, please feel free to call us at [redacted] (###-###-####), select "more options", "Store Customer Relations", and then select option #2 for store issue.  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] to expedite the exchange of information.  Sincerely,Georgianna H[redacted]

I am writing in response to your recent complaint filed with The Revdex.com, regarding your online order.  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 any difficulty you may have experienced when selecting your shipping method.  I see from your account that you were able to speak with an online supervisor that has reached out to our distribution center to see if your order can be expedited.  As was explained, there is no guarantee that this will be possible as there is a very small window of opportunity to change your order once it is submitted.  We want to share that it was not unwillingness on the part of our customer service team to help with your shipping method; we are simply unable to change orders after they have been submitted.  Even though it has not shipped, it has entered into the fulfillment phase of processing and we are unable to pull orders back for editing.  We do our best to share this with our customers, and have included it under Changing or canceling your order section on the Customer Service page of gap.com.  We appreciate your patience and hope this information is helpful. 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 [redacted] when calling.  Sincerely,

August 11, 2017 [redacted]
[redacted]
[redacted]   RE: Revdex.com Case [redacted]   Dear [redacted], 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. [redacted], I can understand your frustration regarding your return. After reviewing the notes on your order, I see that the package you returned to us was empty. Since there was no product in the package, we are not able to issue a refund to your account. Sadly, we would not have any other options on our end. You are welcome to contact us at the telephone number listed below and ask for our Customer Research division. While we cannot guarantee anything, they will be happy to speak with you regarding your situation. 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] Gap, Inc. Customer Relations cc: The Revdex.com

[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]

Dear Dr. [redacted], I am writing in response to your recent complaint filed with The Revdex.com, regarding your promotional email subscription. 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. We hope you will accept our sincere apologies for any frustration you have experienced. We want you to know that we take the concerns of our customers very seriously and, as a result, we have forwarded your communication to the appropriate leadership in our marketing department to have your address manually removed as quickly as possible. We ask that you please allow us 3-5 business days for the emails to completely stop as some emails are queued a few days in advance. We appreciate your patience as we work to resolve this for you. 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). Sincerely, Jerome P[redacted] Gap, Inc. Customer Relations

RE: Revdex.com Case 12124814 Dear Ms. [redacted], I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent store experience. 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], I was able to locate the transaction in question from April 21, 2017 and see that your Old Navy brand card was swiped. Even though the transaction was canceled, it would be possible for an authorization to be placed on the credit card. After partnering with a member of leadership within Synchrony Bank, they have confirmed there is no authorization or charge for $73.88. I want you to know that I’ve documented your feedback and will share it with the Airport Square Old Navy store’s district leader so they can address your concerns. Customer feedback is a large part of how we conduct our business and identify areas of improvement. I did not see any Old Navy Super Cash that was used on the purchase, but I have included a discount code below for $20 off your next purchase with Old Navy. Please see the usage details for more information. Code: [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

Dear [redacted],Thank you for providing the order information. We reviewed order number [redacted] in regards what you feel is incorrect pricing. Upon review, I see there are already three discounts applied to the order, one of which is the 30%/40% discount. This discount was either 30% on Old Navy items, or 40% if you used your brand card. There were a few exclusions from this promotion. We see that is was applied to the qualifying items on your order. (See attached)In reference to order [redacted], we see that you entered five different promotion codes for these items. We are sorry to disappoint; however, we only allow a maximum of five discount on an order. We are unable to apply any further discounts to this order. (See attached)I hope that this answers your concerns. Thank you again for reaching out so we could help. 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,GeorgiannaGap, Inc. Customer Relationscc: The Revdex.com

I am rejecting this response because:Brandi did call me but she only left a 1-800 number as a call back number (not a direct line) and she did not provide any of her specific business hours, nor did she provide me with the name of any other supervisor that I could ask for.  I don't have time to play phone tag/ guessing games as to when she might actually be available.  Considering I have already spent almost an hour on the phone trying to get this issue resolved, I would like for Brandi or any other supervisor to contact me directly, with their proposed solution to the problem.  I would prefer to be contacted by e-mail, which is why I initially reached out to ON customer service by email.  I have already called ON so I don't know what other reason for a phone call.  If its absolutely necessary, a manager can give me a call.

I did not receive the refund check. Thanks!