Gap Inc.

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], am writing in response to your recent complaint filed with The Revdex.com, regarding your recent Old Navy order.  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, we see that the credit was issued on December 1, 2016 in the amount of $36.00 for the missing item.  Credits can take 5-7 business days depending on your bank’s processes, and we are sorry you were advised 24-48 hours. It does appear that the shipping charge of $7 was not credited and we have issued that credit today, December 6, and it will reflect on your credit card within 5-7 business days.  We 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-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,

Revdex.com:
I reviewed the response made by the business and find the resolution is satisfactory to me.

I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent return 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. At Gap, we strive to deliver not only exceptional style, but also exceptional service. We are committed to ensuring that your experience with us results in complete satisfaction, and we genuinely regret disappointing you. We expect our associates to be understanding of customer concerns and provide a level of service that is above and beyond what our customers expect. For this reason, we have previously extended late return courtesies on your account. See below for order numbers and dates: May 21, 2013   Order #[redacted] November 7, 2013   Order #[redacted]December 11, 2013 Order #[redacted]At Gap, 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 late return exceptions.  We appreciate you understanding. As a reminder, customers have 45 days from the order date to return items to online. Should you find that you are approaching the 45 days and need to return an item, a more timely solution is to return your items to your local store.  Some exceptions to this would include final sale items and mail-only return items. Complete return details can be found at gap.com. We hope that this information is helpful. Please be assured that we have documented your feedback and made your comments available to the appropriate management staff responsible for the store you were shopping in. We truly value your business and hope you will give Old Navy another opportunity to fulfill your shopping needs. If you have further questions or concerns, please feel free to call us at 1-800-GAP-STYLE (1-800-427-7895).Sincerely, Georgianna Gap Inc. Customer Relationscc: Revdex.com

the woman on the customer service line the day I called said I would receive the 40 dollars in rewards in addition to the cash I paid.The bag should be returned to me and I will go to a cobbler to have it fixed.

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 gift card experience.  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.  I also received your email to [email protected] today, and apologize that we were unable to answer your email before you reached out to the Revdex.com.  I am happy to address both messages in this letter.  We would like to reassure you that this experience is unusual and we are sincerely sorry for the inconvenience and frustration you may have experienced as a result.  We have reviewed all of the information available in regards to the gift card in question ([redacted]). Although we are unable to release customer information, we can let you know that the card was redeemed in another state.  Although we do not yet know the results of an ongoing investigation into this concern, we want to let you know that we do our best to provide you with a safe and convenient shopping experience. We have in place certain physical, electronic, contractual, and managerial safeguards to help protect the security and privacy of your personal information.  When you enter your personal data on our websites, we use encryption technology to protect your information as it is transmitted to us.  We are including with this letter a Gap Gift Card* for $71 to provide you the opportunity to use the remaining balance that was lost.  We are sorry for any delay in resolution and appreciate you reaching for assistance.  We are glad to have the chance to rebuild your confidence in our brand.   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 10:00 am to 8:00 pm Eastern Time.  Please reference your case number [redacted] when calling.  Sincerely,Georgianna H[redacted]Gap, Inc. Customer Relationscc: The Revdex.com*The Gift Card will arrive in 7-10 business days via postal mail with a hard copy of this letter.

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.  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 $15 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,Georgianna H[redacted]Gap, Inc. Customer Relations

Dear [redacted]I am writing in response to your recent complaint filed with The Revdex.com, regarding your online order [redacted] from August 4.  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. It is our highest priority to provide our guests with an exceptional experience and we would like to reassure you that the level of service you experienced is unusual and the behavior of the representatives involved in no way reflects the standards to which we hold our employees.We want to sincerely apologize for the error with your package and for the level of service you experience when attempting to find a resolution.  Your comments were most troubling but we want to thank you for bringing this to our attention.  We are taking steps to identify the agents that assisted you so we can ensure they have the needed information to better handle situations like this going forward.  While we know that this does not rectify your experience, we wanted you to know that your voice has been heard and will make a difference.    We want you to know that we understand the inconvenience this has caused and we want to do what we can to make amends.  We have applied a $150 credit to the replacement order [redacted] that was sent out to you on August 20, and is scheduled to be delivered today, August 21.  You will see this credit to your account within 2-5 business days.  This will make the new total for your order $99.30.  Although this credit will not be reflected on your invoice included with the shipment, it will be reflected in our system should you need to return or exchange an item in the store.  We hope that this is helpful.  We hope you will remain a valued Old Navy Customer as it would mean a great deal to us to have the opportunity to rebuild your confidence in our brand.  Thanks again and we hope to see you in the stores soon.Sincerely,Georgianna H[redacted]

Dear [redacted],I am writing in response to your recent complaint filed with The Revdex.com, regarding your return from 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. Our records indicate that you placed this order with us on August 29 with our free shipping option. You first promised delivery date was September 11, and your package was delivered one day early on September 10.  We are so disheartened to hear that you daughter was unable to use the jeans that you ordered, and as a result, you sent them back for return.  As you indicated, the tracking for the return package has not had any movement since it was received by the post office.  We can certainly understand your frustration; however, we are unable to issue a refund for the items as we have not received them as a return. Although you did provide the tracking for the package, we are unable to determine what was in the package and therefore would not be able to issue a refund.At Old Navy, we understand that every situation is unique and that there are times that may require an exception.  For this reason, we have previously extended return exceptions to you in June, 2015, and at this time, we are unable to provide any further exceptions.  We hope you will understand.  It is our recommendation that you work with your local post office to start an investigation into the lost package.  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 1916204 when calling.

[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. I am just not certain I will remain a customer nor refer friends to shop Old Navy.
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 at the following link 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]

I am writing in response to your recent complaint filed with The Revdex.com, regarding the terms of use for our Super Cash.  At Old Navy, we strive to offer our customers a world-class shopping experience, and I am sorry you felt it necessary for you to reach out to a third party...

for resolution. Our promotional offers are meant to be fun and exciting, and we do our best to provide clear details about this offer so that you can shop with confidence.  As you indicated, the exclusions for the Super Cash promotion differ between online and stores.  The reason for this is that OldNavy.com and Old Navy Stores operate as separate divisions.  Each has their own pricing and promotions.  While our websites and our stores frequently carry the same merchandise, the pricing may vary for a number of reasons.   Stores may have regional markdowns or fewer excluded items in order to reduce inventory levels prior to a season change. These factors would not affect our online division, so the prices, as well as promotion exclusions will not be reduced as it is in the store.   We are sorry that it may have caused you so much frustration.  As you outlined in your statement, we did offer additional promotions both online and in store during the Super Cash redemption period.  This was offered so customer who did not earn any Super Cash also had the opportunity to take advantage of some great savings during their visit.  Another advantage of the additional promotions was to provide customers the opportunity to save on the items that may have been excluded from the Super Cash promotion.  While it was our intention to provide a remarkable shopping experience, we are sincerely sorry for any disappointment this may have caused.  With regret, we are unable to replace you Super Cash coupon with another discount.  These coupons do not have any monetary value and must be redeemed during the promotional period.  We hope you will understand.  Please know that we have forwarded your comments regarding your experience to our marketing team for review.  While many decisions are based off of extensive market research, we find that customer feedback is the most valuable tool available to us. We apologize for any disappointment, but hope you'll appreciate our efforts to be fair to all customers. Your concerns are very important to us Jill.  As with any business, we realize that there is always room for improvement.  Be assured that your comments will be shared with our Marketing leadership so that we can find ways to improve the overall Super Cash experience going forward. We hope you'll give Old Navy a chance to provide you with a better shopping experience, as we definitely look forward to doing so! 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 10:30 am to 8:00 pm Eastern Time.  Please reference your case number 1897[redacted] when calling.  Sincerely,Gap, Inc. Customer Relations

I am writing in response to your recent complaint filed with The Revdex.com, regarding your $10 promotional code.  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 our systems, I see we reached out to you on January 17th regarding this issue and have not heard back from you. We would like to get more information about your $10 offer and see what options are available. At your earliest convenience, please call us at the telephone number listed below.   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 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 am writing in response to your recent complaint filed with The Revdex.com, regarding your Old Navy 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. Thank you for reaching out so we were able to assist.  We have credited both packs of socks back to your purchasing Visa card.  You will see a credit of $10.53 returned to your account within 5-7 business days.  We apologize for any misunderstanding regarding this. Our records indicate that we offered to apply an additional 10% to your order, as well as send a 10% discount for a future order and that you advised our online representative that you would like to think about it and contact us again.  We apologize if we misunderstood your wishes and are glad we had the opportunity to restore your confidence in our brand.  We have also sent the courtesy 10% discount code for your use.   The error with the socks has been forwarded and corrected.  Thank you for letting us know about his error.  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-OLD-NAVY (###-###-####) 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.