Gap Inc.

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

[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,
***

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

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 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 show that you reached us by phone on December 22, after this complaint was initially sent Although the tracking information indicates that this package was delivered on December by USPS, we see that the Customer Service Consultant credited the shipment in the amount of $52.05, and it appears that the matter has been resolved It is always our goal that every customer is completely satisfied with their experience with us and we are sorry for this disappointing experience As a note, we see that you had a similar concern in September, and we credited order *** in the amount of $ Should you choose to shop with us again, we would be unable to extend any additional courtesy credits We appreciate your understanding 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

Dear ** ***I am writing in response to your recent complaint filed with The Revdex.com, regarding the return of your online order #TRSFHFAt 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 concerns with our oldnavy.com return policy, and want you know that it is never our intention to cause any undue frustration, but we are required to follow the guidelines we have been provided At Old Navy, we understand that each situation is unique and that there may be the occasion when an exception is warrantedFor this reason, we have extended return exceptions to you on several occasions According to your account records, our service team has explained to you that we would no longer be able to accept returns that arrive passed the allowed timeframe In an effort to remain fair and consistent with all of our customers, we will need to deny any late returns going forwardWe hope you will understand. Please know that we have documented your frustration with our return policy and will make this information available to the appropriate leadership for reviewYour comments will be reviewed as we evaluate our policies and processes for changes. Thank you again for sharing your concernsIf we may be of further assistance, please contact us at *** We are available Monday through Friday from 9:am to 9:pm and Saturday from 10:am to 6:pm Eastern TimePlease reference your case number *** when calling. Sincerely, Georgianna H***

August 9, *** ***
*** *** *** **
*** ** ***
*
*** *** *** *** *** ***
* Dear *** ***, I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent shopping experience. At Gap Factory,
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 was able to see that you emailed our customer service team regarding this issue on July 31, One of our representatives was able to reply to your email on August 4, with your resolutionWe can assure you it is never our intention to disappoint any of our loyal customersYour feedback has been well documented and made available to the appropriate leaders responsible for the ***, AL Gap Factory location so your concerns can be addressedWe hope you will take advantage of the $discount code we emailed to youWe truly value your business and we’re confident this will help make your next shopping experience much more enjoyable so we can begin rebuilding your confidence in our brandThank 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 10:am to 8:pm Eastern Time. Please reference your case number *** when calling. Sincerely, Jerome P*** Gap, IncCustomer Relations cc: The Revdex.com

Thank you for providing the image of a return confirmation We are sorry for any confusion, however, that confirmation email is for the credit issued for your second order TQK7RRT We outlined this in our first response to this complaint on March 4, 2016:You contacted us again on January 15, and indicated that order *** arrived with glue like liquid all over the package on the inside We refunded all of the affected items as a final courtesy, in the amount of $and provided you with a courtesy 20% discount code for the inconvenience We are attaching a screenshot of the credit and the date it was credited back for your reference As you can see from our attachment, both the returned items and the total credit matches the credit issued on January for order number TQK7RRT We hope this is helpful If you have further questions or concerns, please call us at 1-800-OLD-NAVY You can reference case number ***

I am writing in response to your recent complaint filed with The Revdex.com, regarding the 40% off that was part of our Days of Deals promotion 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 that our in store marketing caused you any confusion or frustration while you were shopping with usWe do our best to make the details of our promotional offers available to you The terms of use for our Days of Deals does indicate that this series of deals did exclude Women's jeans and Men's Khakis. We attempted to review your purchase, and we were unable to pull up the transaction number you provided We are happy to help with this concern, and ask that you please send us the transaction number, or an image of the receipt Once we have had the opportunity to review your purchase, we will be happy to apply the discount to any qualifying items that did not receive the discount initially If you prefer to contact us directly by telephone for a more timely resolution, you can call the number below and reference Customer Relations case number We look forward to hearing from you If you have further questions or concerns, please feel free to call us at 1-800-GAP-STYLE (1-800-427-7895), select "more options", "Store Customer Relations", and then select option #for store issue We are available Monday through Friday from 9:a.mto 9:p.mand Saturday, a.mto p.mPlease note all hours are indicated in Eastern Time

As stated to numerous reps at both the line and Executive Customer Relations, I do not know what they are referring to as old and or worn items, the items received were what was returned Apparently, they were returned back to me and were refused on 9/1, this was also stated to reps both at *** *** *** and Executive relations I did not get a call from Leslie or anyone from Gap for that matter, however, I did call numerous times yesterday as well as today attempting to speak with someone yet again to resolve this Unfortunately, the rep(s) I spoke with both yesterday and today either referred me back to customer relations, whom I've already spoken with, or am told to wait until they receive items back yet again Apparently, Gap does not stand by their return policy as they will not refund based on lies about items returned There were not worn or old to the best of my knowledge, they still sell style of jeans on their site in many different variations, some of which already look worn as they have tears and minor wear on themThis is the style of some of their jeans, apparently using this as a way to deny refunding me Ms H*** is quoted as saying, 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 My shopping experience has been far from great and I've even had to reach out to even a fourth party for resolution, the Attorney General for both *** and ***As stated before, I've already made NUMEROUS good faith attempts by phone to resolve this, only to get a run-around and or told to wait for return to come back yet againI will not be making any additional calls in, please advise Gap rep(s) they need to refund this order ASAP as well as two other outstanding returns, orders *** and *** to resolve thisIf not, the Attorney General for both *** and *** will be touchIf not resolved there, legal action will be taken
Regards,
*** ***

I am writing in response to your recent complaint filed with The Revdex.com, regarding the jeans promotion in our Old Navy Outlets 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 appreciate you contacting us with your pricing concerns While we don’t have enough detail to address the specific style of jeans these signs referenced, it appears that the BOGO 50% off sign was placed over a previous sale sign The sign advertising a price of $was for jeans that were normally priced at $ This was likely for a different style jean since the BOGO sign is for jeans that are normally priced at $ Stores often re-merchandise items to feature the sale styles So the jeans that were originally featured for $may have been moved from the shelf when the sale ended It appears that the store simply placed the new sign over an older one We are sorry for any confusion If you feel that your purchase was not charged correctly, we are happy to review your receipt and make any needed corrections for you as a courtesy Please let us know if we can help 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

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

Daer Ms***, 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 I am sorry to learn of the events which made it necessary for you to
reach out to a third party for resolution***, I’m very sorry to learn of your frustration with your recent online orderWe do our best to process all our customer’s online orders as quickly and efficiently as possibleWith the standard shipping option you selected at checkout, we guaranteed delivery of your order no later than July 24th, 2017as this was the fifth business day after your order datePlease note that business days do not count holidays or weekend daysAfter reviewing the *** tracking number for your order, ***, I see it was delivered within this promised timeframeWith that said, I would not be able to issue a refund for your shipping costsIn an effort to be fair and consistent with all of our customers, we are unable to make exceptions to our policies or proceduresI appreciate your understandingTo thank you for your time and feedback, I’m happy to send you a discount code for 10% off your next online orderYou should receive the code and usage details in a separate email soonThank 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 10:am to 8:pm Eastern Time. Please reference your case number *** when calling. Sincerely, Jerome P*** Gap, IncCustomer Relations cc: The Revdex.com

Dear ***,
I am writing in response to your recent
complaint filed with The Revdex.com, regarding our store returns
policy. 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 are sorry to hear that you may have
been unaware of our return policy time frame.
For your reference, our current return policy states that
unwashed/Unworn merchandise may be returned for a refund in the original form
of payment if the receipt is presented within days of the purchase date for
online items, and within days of the purchase date for store purchases.
In an effort to remain fair and
consistent, we cannot ask store managers to make exceptions to our return
guidelines. We want you to know that we regularly
evaluate our policies and customer feedback is a critical part of this
process. Please be assured your concerns
have been appropriately documented and made available for review by those
responsible for policy updates and changes
While we understand that this may not
be the resolution you had hoped for, we have included a $Old Navy Gift Card
to thank you for taking the time to share your thoughts about our current return
policy. Please refer to the back of the
card for complete usage details.
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 10:
am to 8:pm Eastern Time. Please
reference your case number *** when calling.
Sincerely,
Georgianna H***
*** *** *** ***

ITS NOT MY FAULT ABOUT THE PKGS BEING SCREWED UP BY THEM, WHY SHOULD I BE THE ONE TO PAY FOR THEIR MISTAKES, I WANT MY CREDIT AND I WILL NOT QUIT UNTIL I GET ONE I AM ENTITLED TO THAT MONEY AS ITS THEIR ERROR NOT MINE
Regards,
*** ***

Dear Gibson,I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent store exchange 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 sorry for any misunderstanding in regards to the $Rewards code Upon review of the case, I see that our agent indicated that you did not wish to receive the $Reward We apologize for any miscommunication and we are happy to forward you the $Reward at this time We have requested that the code be sent to your email address *** Please allow 3-business days to receive the email The complete terms of use will be included for your reference Thank you for contacting us in regards to this so we were able to make this right for you 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 Relations

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

I am writing in response to your recent complaint filed with The Revdex.com, regarding the tax charged on 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. Thank you for your emailThe Gap Incfamily of brands includes Gap, Banana Republic, Old Navy and Athleta Because we either have a Gap, Banana Republic, Old Navy, or Athleta retail store in all states offering our customers the ability to return merchandise purchased online to those stores, we are required by law to collect applicable taxes based on the shipping destination of those purchases. The exceptions are:• No tax for orders delivered to addresses in ***, ***, ***, *** *** or *** as those states do not have a sales tax. • Under certain circumstances, ***, ***, *** *** *** *** *** and *** exempt some apparel merchandise from taxesWe calculate taxes based on the individual state's laws. There are some states that tax shipping and handling charges in addition to the purchase total At the time an order is placed online, we estimate the taxes that will apply to the order based on the shipping destinationThe actual charge to your credit card will reflect the applicable sales and use taxes The total will be calculated when the order is shipped.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 Relations

Dear ***,Thank you for your recent oldnavy.ca order, #***We're so glad that you're shopping with us, and we are very sorry for the frustration this has causedOur records indicate an authorization in the amount of $was added to your Visa account when your order was placedPlease
note, an authorization is a temporary hold on funds, which is typically released by your bank within 3-business daysAt the time your order is shipped from our distribution facility, an actual charge is made to your Visa in the above stated amountWhat you are seeing is both the authorization and the actual charge on your account at the same time, which is common.If the authorization has not been removed by the fifth business day, we recommend contacting your Visa Card's issuing bank for further assistance.We truly hope this message resolves your concerns and we look forward to shopping with you soon at oldnavy.caIf we may be of further assistance, please contact us at [email protected] by calling 1-800-OLD-NAVY (1-800-653-)

Thank you for your response I checked your order first thing this morning to find that you order did indeed cancel again We want you to know that our intentions were sincere and we never expected this to occur This situation is not a common one and I sincerely apologize for the undue frustration After reaching out to senior leadership, I was able to determine the reason for this continued error. 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 youWhen you select an item that is available in a store, it will request the item be sent from the location nearest you for the fastest delivery The one concern with this is that our stores are only able to ship via our basic 7-day shipping method, therefore any order that is requested to be shipped by any other shipping method will cancel automatically since the store cannot fulfill the request While this does not change you situation, we wanted to, at the very least, give you an explanation for this experience. We regret that at this time, we do not have the ability to request that your items come from a specific location, so it is not possible to filter the search to exclude stores as a shipping source With this being said, we would like to provide you with a $Gift Card* to allow you the freedom to shop online or in store (Please refer to the back of card for complete usage details.) Please let your daughter know how sorry we are for any disappointment she may have experienced because of this, and we hope she will enjoy selecting her purchases personally in the store.Please know that we have forwarded the detail of your experience, as well as the amount of frustration this created to the leadership responsible for this program so they can work to find a solution for you as well as all of our customers Thank you for your patience with us We hope you will remain a valued Old Navy Customer. Thank you again for sharing your concerns If I 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*The gift card will arrive via postal mail with a copy of this letter within 7-business days

Dear ***
I am writing in response to your recent
complaint filed with The Revdex.com, regarding the charges to your
account in relation to your 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
We are glad to have the opportunity to help
with your concerns. We reviewed you
previous orders and found the charges you are seeing are actually the pending
authorization placed on your account at the time you order, and then the actual
charge when the items are shipped out.
We have attached a detail of credit card activity that occurred with
your most recent order # ***. From
the attachment, you will see that the total charge for your purchase was $338.50. You used a Gift Card in the amount of $4.88,
resulting in an authorization of $placed on your card on July 4,
2015. When your order was ready to ship,
the actual charge of $was charged to your account, and the pending
authorization from July 4, was released.
While you will see the capture of the
$twice, only one was the actual charge for the items. The authorization is only there to reserve
the funds until the order ships and is actually charged to your account. We hope that this information is helpful. We encourage you to partner with your
financial institution to ensure that no additional charges have been placed on
your card. If there is any further
assistance we can provide, please contact us directly so we can assist in
resolving your concerns as quickly as possible.
We are available Monday thorugh Friday
from 9:am to 9:pm and Saturday from 10:am to 8:pm Eastern
Time. Please reference your case number ***
when calling.
Sincerely,
*** ***
Gap, IncCustomer Relations