Gap Inc.

Consumer provided copy of FedEx tracking document signed by * ***

I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me
Regards, *** ***

I am writing in response to your recent complaint filed with The Revdex.com, regarding order number *** from October 2, 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. As a longtime customer and a loyal cardholder, you know that 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 person involved in no way reflects the standards to which we hold our employees.Please accept our apology for the delay in service It is our hope that every customer has an exceptional experience and we are sorry that you were not assisted during your first call to our Customer Service team Please know that we have credited your order and you will see the credit of $back to your card within 3-business days In addition to the credit, we have emailed a $courtesy discount to the email address associated with your online account to use on your next order with us It would mean a great deal to have the opportunity to improve on this experience and rebuild your confidence in our brand 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:am to 9:pm and Saturday from 11:am to 9:pm Eastern Time Please reference your case number *** when calling Sincerely,Georgianna H***Gap, IncCustomer Relationscc: The Revdex.com

I had already called your offices/customer service when the issue initially occurredI left messages for members of your management team and never received a return callI understand your process for shipping items means using multiple resources, but once again, that is an issue on your partThat is not the customers faultWhen I changed items in my cart and your system kept my initial code attached, that was an issue on your partNot on my partYou charged me for the items that were shipped to me "in error", but that was not part of our agreementIt is not what I agreed toI agreed to a price on a full order, not a partial price on a partial orderAgain, an issue on your end, and how isn't that fraudulent? I also understand that mistakes happen, but your level of customer service to "make it right", has been non existentIgnoring this problem is not going to make it disappearI truly hope that consumers see your company for what it really is
Regards, *** ***

I reviewed the response made by the business in reference to complaint ID 11008457, and find the resolution is satisfactory to me

it is untruthfulGap is selectively canceling orders despite their claimWhat is the basis of these selections? I know MANY people who placed orders well after mine, and they have all received their ordersI know customers who placed a dozen separate orders, they got all of themThis is horrible customer service.
Regards, *** ***

I am writing in response to your recent complaint filed with The Revdex.com, regarding the Old Navy shirt you wish to return At Old Navy, we strive to offer our customers world-class merchandise, and I am sorry to learn of the events which made it necessary for you to reach out to
a third party for resolution. For your reference, customers may return unworn and unwashed items to our store with an original receipt that is within the time frame for a return We understand that you no longer wish to wear the shirt you purchased due to concerns with the fabric content With regret, we cannot return items that have been washed or worn unless they have been determined to have a manufacturer defect We appreciate your understanding We see that you have reached out to various executives within our company, and we have made many attempts to reach you to discuss this So far we have been unsuccessful As of yet, we have not received a package from you Since only online items can be mailed in for return, any store items will be returned to the customer upon receipt We recommend that you track the package to see the status of your merchandise Should you wish to speak with us regarding this, you can reach Adam R***, SrBrand Analyst for Gap Incat his direct line, ###-###-####We are available Monday through Friday from 9:am to 9:pm and Saturday from 11:am to 8:pm Eastern Time Please reference your case number *** when calling Thank you for reaching out for assistance.Sincerely,Georgianna H***Gap, IncCustomer Relationscc: The Revdex.com

August 15,
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*** *** *** *** *** ***Dear ***,I am writing in response to your recent complaint filed with The Revdex.com, regarding the service you received during your visit to your local Old Navy
Our goal is to exceed our customer's service expectations and it appears that in your particular case, we did not meet that goal and we sincerely apologize for that We regret that the store interaction made you feel it necessary to reach out to a third party for resolution It is so important to us that the service and products we represent are meeting the expectations and needs of our loyal customers We do not see in our records that you contacted us for assistance with your concerns, and we are sorry that we did not have the opportunity to make this right for you Please know that we look forward to hearing from our customers so we can learn our areas of opportunity and become better going forward We would like to pass the details of your interaction along to the area leadership over this store for follow up with the store team Please let us know the location in which you were shopping so we can make the most of this feedback We hope to hear from you soon 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:am to 9:pm and Saturday from 11:am to 9:pm Eastern Time Please reference your case number *** when calling Sincerely,Georgianna H***Gap, IncCustomer Relationscc: The Revdex.com

January 5, 2017*** * ***
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*** *** ** ***RE: Revdex.com Complaint ID 11895210Dear ***,I am writing in response to your recent complaint filed with The Revdex.comThank you for taking the time to communicate to us the concerns you have with your
shopping experience We have every desire to address your concerns and provide a resolution.At Gap, we do all we can to ensure our customer have an amazing experienceAlthough we don’t have enough information about the promotion you described, or your transaction to determine why it was denied, we are happy to outline some general promotion information Occasionally, there may be errors or technical difficulties that can result in incorrect pricing or promotions While we do all we can to prevent this, there are times when this will occur In this circumstance, we may need to change or even cancel an order or sales event We provide this information on our all of our Gap Brand websites under the Terms of Use This link is located at the bottom of the pages If it becomes necessary to cancel an event, please know that it is never our intention to frustrate our customers and we apologize if this has been your experience As a one-time courtesy, we are happy to apply the discount to your qualifying purchase If you can please reply to this message with the order number for your online order, the receipt information if it was a store purchase, and an image of the discount so we can reference the promotion terms and conditions and see the discount code we are glad to take care of this Please note that the purchase will still be subject to the terms of the promotionIf there are excluded items, they will not receive the discount We appreciate your understanding. 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 look forward to hearing from you Again, thank you for writingWe value your patronage and look forward to shopping with you again soon! Sincerely,*** ***
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Dear ***,I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent store experience at the Hicksville, NY Old Navy location At Old Navy, we strive to offer our customers a world-class shopping experience, and I am sorry the service you
received made it necessary for you to reach out to a third party for resolution. Our expectation is that each customer be treated with respect at all timesWe expect our store teams to be understanding of your concerns and provide a level of service that is above and beyond what you anticipateThe service that you describe as receiving during your interaction with Morgan, the manager on duty, 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 while speaking with her.Please know that the details of your experience and were shared with the leadership responsible for the Hicksville store after you contacted us on August 4, by phone Please be assured that our area leadership addressed your concerns and have taken the necessary steps to ensure the improvement in the level of service provided to all of our guests. Our records indicate that you were able to place your order for the needed Flip Flops on August 4, and received delivery on August We are glad to hear that your daughter’s graduation party was not affected by this interaction 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:am to 9:pm and Saturday from 11:am to 9:pm Eastern Time Please reference your case number *** when calling Sincerely,Georgianna H***Gap, IncCustomer Relationscc: The Revdex.com

Dear ***Thank you for your response We are happy to provide more information for you Currently, our stores and online operate as separate divisions, each with their own promotions and pricing These two divisions often have different terms of use or exclusions to promotions We appreciate that you including the receipt for our reference, however, this receipt only reflects the $off of $STAPLES discount applied to the transaction The second promotion is not applied The $discount is allocated across all of the items on the transaction which accounts for the item discount priceSee below for details:SLIM MEDIUM AU $after discount is applied $21.77NEW BST DP VEE $ after discount is applied $ $$off of $ (-$25.00) $TOTAL We can certainly understand your disappointment ***, and we are sorry that this has resulted in so much frustration for you We hope you can understand our decision, and want to share that we have made a decision to adhere to this decision at every level of company We hope you will understand Thank you again for contacting us with your concerns If we may be of further assistance, please contact us at *** (###-###-####) and select the prompts, store questions and then store feedbackWe are available Monday through Friday from 9:am to 9:pm and Saturday from 11:am to 9:pm Eastern Time Please reference your case number *** when calling Sincerely,Georgianna H*** *** *** ***

I am writing in response to your recent complaint filed with The Revdex.com, regarding our recent Banana Republic promotion. 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 resolutionWe appreciate the opportunity to clarify the details of this promotion and how it is applied. We have attached the details from the email as it relates to your concerns for your reference. The Promotion for “50% off of one regular priced item” & “40% off of the rest of your purchase” cannot be combined together or with any other promotions. The 40% off promotion specifically states that the 40% off is applied to the rest of your purchase as it indicates in the image. The terms of use from the bottom of the email includes this information as well. We are sorry for any confusion. We do our best to make our promotions for cardholders irresistible and we are sorry that you were disappointed by this one. We can certainly understand your anticipation at receiving such a great deal on our Banana Republic styles. We hope this information is helpful and we look forward to shopping with you again Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-888-BRSTYLE (1-888-277-8953) and select the prompts, store questions and then store feedback. We are available Monday through Friday from 9:am to 9:pm and Saturday from 11:am to 9:pm Eastern Time. Please reference your case number *** when calling. Sincerely, Georgianna H*** Gap, IncCustomer Relations

your response in not any different than I heard from your customer supports representatives so farAnd unfortunately when you responding my complaint you are referring to a world class customer experience then you again telling that the online shopping site of GAP is not nearly close to a world-class customer experienceYour shopping system is not aware of the terms and conditions that are set in place by GAPI don't know what part of the world the GAP refers to and compares against itself but I must say that definitely it is not the level service me and many other customers in the US accustomed toThis part of the world the customers are treated with respect and sympathyI cannot speak definition of world-class service and customer experience but in the norms of North America I have been receiving level of customer service that is way above and beyond compared to the GAPIf the same situations had happened with *** *** *** *** you name it, I wouldn't have to file a complaint to the Revdex.com In terms of your explanation about the refund process is also patheticI made one single payment for one order via the GAP gift cardOne purchase order and one method of payment as simple as it isAnd now GAP trying to refund my money via seven (7) separate checks! This is just unbelievableI have never seen such a painful processBy the way it's been fifteen (15) business days since my order is cancelled and you know what I have never received my complete refundI just called GAP customer service a few hours ago and after spending around half an hour on the phone the only thing I was told was I will be called within business hours about the status of my refundWhat a great world-class customer experience I have been receivingThis is just exceptional!I don't know how much GAP saved or wasted for cancelling this order so far but if I knew this thing will get this point, I would never attempted shopping at GAPOnce I got my refund and run entire balance on my gift cards I swear I will never ever buy any single item from GAP or any other brand name affiliated to the GAP
Regards,
*** ***

I am writing in response to your recent complaint filed with The Revdex.com, regarding your refund that was processed on December 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. We have reviewed your concern and found that the refund processed at the Matthews, NC Old Navy store was released to your bank at the end of day on December when the terminals were settled With most refunds, it can take up to 7-business days for it to go through the channels within your bank before it is credited to your account We partnered with our Revenue / Accounting team to ensure this information is accurate and have been advised that this credit was accepted by your bank We are attaching a copy of the return transaction for your reference Once we release the refund to the bank, we no longer have influence or control over the funds as it becomes subject to your financial institutions processes It is our recommendation that you dispute this with your bank for resolution Should you need any documentation from us to assist your bank with their investigation, we can provide it via phone or fax Just let us know 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:am to 9:pm and Saturday from 11:am to 9:pm Eastern Time Please reference your case number *** when calling Sincerely,Georgianna H***Gap, IncCustomer Relationscc: The Revdex.com

I am writing in response to your recent complaint filed with The Revdex.com, regarding your online return for order number *** 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 reviewed your concerns and see that you placed your order on October and we received it at our return facility on December This did place it outside of the day time frame At Banana Republic, we understand that every situation is unique and that there are situations that may require an exception For this reason, we have previously accepted returns passed the days for you After each exception, we sent an email advising you that while it was outside the time frame, we had accepted the return for you as an exception The emails were sent in response to returns received for order #*** in November, and order #*** in December, and included the following statement:“We are sending you this email as a reminder of our return policy and to advise you that future return exceptions may not be processed.” Please know that we are sorry for any disappointment this may cause, however we do try to apply our policies consistently so all of our valued customers can be confident that they are receiving the same level of service We do value your patronage and we hope that you will understand why your order has been returned to you Thank you again for sharing your concerns If we may be of further assistance, please contact us at 1-888-BRSTYLE (1-888-277-8953) and select the prompts, store questions and then store feedback We are available Monday through Friday from 9:am to 9:pm and Saturday from 11:am to 9:pm Eastern Time Please reference your case number 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:
From: william puckett Date: Thu, Jun 9, at 10:PMSubject: Re: You have a new message from the Revdex.com of Central Ohio in regards to your complaint #11466964.To: Revdex.com Hi: Thank you for your assistance with this matter. Banana Republic has finally emailed me the $voucher after you contacted them again today and the complaint can now be closed. I would not have been able to resolve this without your assistance. Thank You Again!!!:)William Puckett

August 30, 2016*** ***
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*** *** *** *** *** ***Dear ***,I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent experience with the $Jeans
promotional event 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 always try to make our flash sales fun & exciting, and to ultimately provide a great value for our customers Our goal is to exceed your service expectations and it appears that in your particular case, we did not meet that goal and we sincerely apologize for that The service that you received during your visit to the store is not our expectation and we are sorry if you may have been made to feel less than valued We have shared this feedback with the store leaders over our *** *** location We apologize that the store was unprepared to assist with the $Jeans sale We often have these exceptional deals as One Day Wonders to surprise and delight for our store shoppersWe hate to hear that the store was not prepared to help during your visit and resulted in so much frustration as you looked for the promotional jeans. We can tell you that the marketing materials for this promotion did indicate "select styles" onlyWe have attached the image of our email marketing for your referenceThis sign was also posted at the entrance of the stores for customer to reference If you ever have trouble locating a sale style, we encourage you to partner with one of our store associates for assistanceThey are happy to assist To clarify, this promotion was for Adult Women’s and Men’s jeans and only for the following styles: Mid-Rise Super Skinny Ankle Jeans 209110 Mid-Rise Super Skinny Jeans for Women 602513 Mid-Rise Super Skinny Jeans 715218 Slim-Fit Jeans for Men 333825 If the jeans you purchased during your visit were any of the above included styles, we can adjust that on your transaction; however, we cannot honor the sale price on excluded styles We hope you understandAs an invitation to return and give us the opportunity to begin rebuilding your confidence in our brand, we are sending a $courtesy discount code for you to use on your next visitIt will arrive via email within 3-business days via email and will include the complete terms of use for your reference If you have further questions or concerns, please call us at *** and follow the prompts to share your store experience We are available Monday through Friday from 9:a.mto 9:p.mand Saturday 10:a.mto 8:p.mEastern Time. Sincerely,Georgianna Old Navy Customer Relationscc: Revdex.com

I am rejecting this response because: I am disappointed that Old Navy has chosen not to address the fact that nearly every item in their online store was marked to a price point that made it impossible to use their SuperCash promotion as they had advertised I did not make my SuperCash qualifying purchase in-store, so I would not expect to have to redeem it in-store to make it worthwhile However, Old Navy has made it very clear that this is the only way that their SuperCash promotion can be utilized is to go in-store and pay a higher price than the online advertised rates.I am further disappointed that the same Old Navy representative responding to Facebook complaints is the same one responding to Revdex.com complaints - as Georgianna is the same person that responded to me there as well While it may not be true, this leads a consumer to believe that their complaints are NOT being heard by anyone but that one person I do not actually believe that Old Navy has forwarded my complaints to anyone else and I feel that this has ended here, without customer satisfaction.The Revdex.com is welcome to close this specific case, but I urge the Revdex.com to further investigate Old Navy's promotional practices Old Navy has made it clear that they do not intend to stand by their promotion and will not explain why nearly everything in their online store was priced in a way that excluded it from SuperCash redemption While the language in the terms of the SuperCash was made clear, as I've stated previously, it was made unusable by the pricing in their online store.Shame on you, Old Navy

I wanted to follow up with your regarding this situation. Our Director of Tax Audits, *** ***, called me today and volunteered to call the customer directly with me on the line to help explain the law to her and her husband. They were on the phone for approximately 30+ minutes and Mrand Mrs*** are still unhappy with our answer. Mark offered to give them a direct contact number to a senior Tax official in NY and they refused. He then gave them his direct number and email address to ensure that if they had any future questions, that they could contact him directly. We are going to send them a $Gift Card as a gesture of goodwill and to rebuild their relationship with our brand. While we cannot admit we are incorrect like they want, we did all that we could to try to satisfy them. I hope this helps. George

[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 ***, and find the resolution is satisfactory to me
Regards,
***