Gap Inc.

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

I am writing in response to your recent complaint filed with The Revdex.com, regarding your concerns with order number *** 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 contacted us on November to request an exchange for your items purchased on August 28, Although online merchandise must be returned within days of the order date, the service agent agreed to extend a courtesy and noted your account for the item to be accepted late Because we did not have a replacement in stock, the agent indicated that you may want to see if it was available in stores, but was unable to check for you due to the time of the callYou advised her you would call the next day for assistance We do not see a record of that call On November 30, you contacted us again to inquire about the exchange We explained to you that we did not have replacement item in stock You agreed to mail in the shoes for a refund We looked into this and found that we have not yet received the shoes Since you have indicated that you already shipped them, I processed the return without the item as a courtesy A majority of the order was purchased using your $Reward Certificate and the $Super Cash coupon This reduced the total of the order to $ Please see the attached summary When an item purchased with Rewards is returned, the rewards that were allocated to that item are returned to your Rewards Points balance and will be reissued to you within 1-billing cycles The remaining $paid for the shoes will be credited to your Visa card used to purchase Please allow 3-business days to see the credit reflected on your account. We would like to invite you back so we can improve upon your last experience with us We would like to send you a $Reward Code to use on your next purchase with us Please allow 3-business days for it to arrive via email It means a great deal to us to have the opportunity to begin rebuilding 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-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

I am writing in response to your recent complaint filed with The Revdex.com, regarding the shipping charges for 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 to hear that one item was not available at the time your order prepared to shipWe see your email requesting that we substitute an item in your order from December Our records reflect that we responded explaining that we are unable to edit or change an order once it has been submitted for fulfillment The order was sent via 2-day shipping This is a set charge for expedited shipping and will remain the same no matter the size of the package It can be the same for one item or for large orders as well, and would not be reduced based on the size of the shipment We see from the tracking information that your items did arrive within the promised time frame It is so important to us that our customers enjoy shopping our brands, so we have credited your shipping charges of $as a one-time courtesy This credit will reflect on your purchasing credit card within 5-business days Please accept our apologies for the frustration you may have experienced with your emails This 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 information.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:am to 9:pm and Saturday from 11:am to 9:pm Eastern Time Sincerely,Georgianna H***Gap, IncCustomer Relationscc: The Revdex.com

November 1, *** ***
** *** *** *** *
*** *** ***
*** *** *** *** *** *** Dear ***, I am writing in response to your recent complaint filed with The Revdex.com, regarding the charges you
see on your debit card. 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 see in our records that you have talked with us previously and we have found only one charge to your card in our systemWhen you swipe your card at the cash register, and it becomes necessary to back out of the transaction for some reason (i.eto adjust a price, add a coupon, remove an item) It may leave a pending authorization on your account. These will typically drop off on their own in 1-business days. There may be occasions when the pending authorization may be delayed or in some cases get stuck and will not drop off. We have reviewed the journals for the day in question and have only found one charge has been sent through our system. This means that the second one you are seeing is the pending authorization. We cannot issue a credit for a pending authorization since we did not receive the funds. To clear the second amount from your debit card, you can dispute the charges with the bank, and we will work directly with them to clarify the situation. If you prefer, you can call the number below and ask for our Research department. We are happy to conference call your bank to provide any details they need to remove the hold on your fundsWe look forward to hearing from you. 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 *** for a seamless experience. Sincerely, Georgianna H*** Gap, IncCustomer Relations cc: The Revdex.com

November 1, *** ***
** *** ***
*** ** ***
*
*** *** *** *** *** ***
* Dear ***, I am writing in response to your recent complaint filed with The Revdex.com, regarding the item you returned for a refund. At Old
Navy, we strive to offer our customers a world-class shopping experience, and I am sorry to learn of the events which made it necessary for you to reach out to a third party for resolution Upon review of your account, we see that the shirt was processed on October It can take 5-business days for the credit to reflect on your account. If you don’t see the credit by November 3, please contact us so we can research this for you 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 8:pm and Saturday from 11:am to 8:pm Eastern Time. Please reference your case number *** for a seamless experience Sincerely, Georgianna Gap, IncCustomer Relations cc: The Revdex.com

I am writing in response to your recent complaint filed with The Revdex.com, regarding our Final Sale Policy 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. Looking at the receipt information, we see that the items you are hoping to return are final saleWe do our best to remain fair and consistent with our customer and for that reason, we are unable to offer you a refund for the final sale items you purchased As a one-time courtesy, we are happy to provide you with a $Gap Reward, which will more than cover the price paid originally This Reward will arrive in a separate email within 3-business days The email will contain the complete terms of use for the Reward Please be assured, in addition to offering you the Reward, we will also share the feedback you provided about this experience with our Final Sale Policy with the store’s leadership to ensure they are providing complete information to our customers about all final sale purchases.We truly value your business and hope you will give Gap another opportunity to fulfill your shopping needs.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

February 21, 2017** **
*** *** *** **
*** *** ** *** RE: *** *** *** *** *** Dear **, Thank you for your response and for providing the details we requested We have shared this with leadership to determine the appropriate steps to resolve for you Due to the nature of the concern, the best course of action is for you to file a police report regarding the use of your gift card For privacy reasons, we are unable to discuss or release information to anyone other than the person listed on the account However, if information is requested by law enforcement, we are able to comply with the request Please advise Law Enforcement to contact us by phone at 1-800-*** (###-###-####) or by email at ***.com We are sorry for the inconvenience, and we appreciate your understanding Sincerely, *** ***
*** *** *** *** cc: The Revdex.com

I am writing in response to your recent complaint filed with The Revdex.com, regarding the Polo shirt you recently purchased at the Charlotte, NC Gap store It is our hope that you will love the items you purchase, and we are sorry to hear this item did not meet your expectation
We sincerely regret any disappointment you may have with the item, and with our final sale return policy as well We do our best to provide you with complete details for final sale items so you are able to make an informed decision before purchasingItems designated as final sale are priced with dollar amounts that end in $or $ They may be marked as final sale as part of an item close-out or can be discounted for damage or a defect. Although you have indicated that you have decided you would like to return the shirt, we would be unable to offer to refund the purchase since it is a final sale item We apologize for any disappointment At Gap, it is so important to us that the service and products we represent are meeting the expectations and needs of our loyal customersWe will be sure to pass your message along to leadership for review. While we cannot return the item, we are happy to send you a $Gap Discount Code since you have indicated that you were unaware of our final sale policy The code will be emailed to you as a one-time courtesy, and will arrive within 3-business days to the email address included with your complaint and will contain the complete terms of use for your reference Thank you again for reaching outIf you have further questions or concerns, please call us at 1-800-GAPSTYLE 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 H*** Gap, IncCustomer Relations cc: The Revdex.com

Dear ***I am writing in response to your recent complaint filed with The Revdex.com, regarding your online order #*** At Old Navy, we strive to offer our customers a world-class shopping experience, and I am sorry that you felt that you need to reach out to a third party for
resolution We are sorry for any inconvenience this may have caused.It is so important to us that our customers enjoy shopping our brands, so the details of your experience are a concern for us We sincerely apologize for the lack of communication regarding your time sensitive order Your experience 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. We do see that the representative you spoke with did attempt to cancel your order, however it was too far along to stop if from shippingPlease know that should you still wish to return the items, you can use a prepaid mailing label available online at oldnavy.com or for the quickest resolution you are able to return them to your local store for refund Thank you for your understanding. 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, ***

it does not resolve or attempt to resolve the complaint whatsoever Prior to even contacting the Revdex.com, I attempted numerous times to resolve the matter with the company directly either verbally or in writing through GAP customer relations and the store itself, and all such attempts were actually and practically worthless or useless and required assistance from another agency Given that, I contacted the Consumer Financial Protection Bureau who interacted with GAP's credit card company, Synchrony Bank, and while that issue was actually resolved, Synchrony Bank stated in its correspondence to me that Synchrony Bank offered the 10% discount and GAP offered the 20% discount and that Synchrony Bank and GAP are two separate companies (of which I completely agree), so Jerome P***'s reply and referral to Synchrony Bank regarding the GAP discount is both inaccurate and irrelevant While Jerome P*** in his role or capacity in GAP customer relations may not be able to provide the requested 20% discount, I'm certain there is someone at GAP that can or there is someone at GAP who has the authority to offer something to a consumer or customer in regard to this matter outside of an apology and sharing feedback to those in a position of authority at the store, which I do not at all value in this case or circumstance.
Regards, *** ***

Gap, thank you very much for providing a snarky response to meWhile it is your right to have such policy in place, it makes for a terrible customer experienceAnd you are right, word of mouth is an excellent way to gain customer but it's also a great way to lose customers because of bad experiencesTherefore, I am moving forward with my complaint through the Attorney General's office as I believe that your practices are unfair, and deceptiveYOUR system allowed the discount codes to go through, YOU accept that and ship the itemsBut I guess you are choosing to be an *** and cancel the orders and uphold your policy
Regards,*** ***

Dear ***,I am writing in response to your recent complaint filed with The Revdex.com, regarding the refund from 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 to hear that the refund checks from your canceled order were not delivered as expected Upon review of your order, we found that you were able to speak with a supervisor on December and a gift card $36.86, the total of the missing checks, is being sent We are sorry for any undue frustration this may have caused and appreciate your patience 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:am to 9:pm and Saturday from 11:am to 9:pm Eastern Time Sincerely,

August 30, 2017 *** *** *** *** ***
*** ** *** RE: Revdex.com Case *** Dear ***, Thank you for your responseI am sorry to hear that the information is not available. We want to let you know that at this time, we cannot move forward with a resolution. We did not receive any items back for return, and without any information available to look into it, we are unable to issue a refund. You still have the option to dispute the original charges with your bank should you wish to pursue that option Thank you again for sharing your concernsIf 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 TimePlease reference your case number *** when calling Sincerely, Georgianna H*** Gap, IncCustomer Relations cc: The Revdex.com

I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent gap.com 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’ve reviewed your account and our records indicate you did have the opportunity to discuss your concerns with our online supervisors As they explained, we do off a one-time courtesy to our customers if they indicate that they did not receive an item in their shipment The details of your account show that we previously refunded merchandise claimed missing from gap.com order #***Gap.com is unable to reship or refund more than one claim of a missing item or package It is our recommendation that you contact your banking institution to dispute any charges you feel are not valid We apologize in advance for any inconvenience 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: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 the $Shop card offer. 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 resolutionThe Shop card promotion was meant to create fun and excitement, and we are so sorry if you experienced any undue frustration as a result of the promotion being canceled. At Banana Republic, we strive to always do what is right for our customersHowever, shortly into this promotion, we were made aware of a technical difficulty with the codes we were sending out to our customers, we had to end this promotion early. In an effort to be understanding of how this would affect our customers, we partnered with our Banana Republic Specialty stores to offer customers a 10% discount on their purchase if they presented a Shop Card for redemption. In most cases this was better than the $value and we hoped it would help to assuage the disappointment. The experience you outlined is contrary to the experience we envisioned for our customers and we apologize that this occurred. We want to make certain that you do not miss out on this special discount. We have requested that at $discount code be sent to you at the email address you provided on your complaint, [email protected]. Please allow 3-business days for it to arrive. The email will contain the complete terms of use for the code. Thank you for your patience.Please be assured, we have also documented your feedback regarding your experience attempting to get the issue with the Shop Card clarified It will be made available to the appropriate members of management.We truly value your business and hope you will give us another opportunity to fulfill your shopping needs If you have any further questions, we may be reached at [email protected] or by calling 1-888-BR-STYLE (1-888-277-8953)Please follow the prompts to share your store experienceWe are available Monday through Friday from 9:a.mto 9:p.mand Saturday 10:a.mto 8:p.mEastern Time. Please reference your case number when calling

Dear ***I am writing in response to your recent complaint filed with The Revdex.com, regarding your recently canceled orders at gap.com 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 apologize that you first order with us have resulted in such a disappointing experience. The legal terms of the each coupon does state that the promotions cannot be combined with any other offers or discounts Although the online ordering system did not stop you from using the coupon, we were not able to complete your order due to the use of multiple discounts The Terms of Use at gap.com states that we reserve the right to refuse any order you place with us Further details regarding this guideline can be found at gap.com You can scroll to the bottom of the page and select the Terms of Use link Based on the information provided there, we have made the decision to exercise our right to cancel the order since the promotions were obviously combined in errorWe have attached the terms of use for the coupon for your reference We are happy to provide some clarification regarding the refund for your items When a gift card is used on a purchase, the value of the card is allocated across all of the items on the order When the items were canceled from your order, each item issued a refund for the gift card value separately When there is a gift card refund that is less than $in value, it is refunded as cash As a result, each item that was canceled was issued a check for the gift card value that was applied to it We are sorry for this inconvenience The refund process is an automatic function that cannot be changed in our system For your reference, the check values are as follows: Order # ***: $1.69, $2.85, $3.98, $1.70, $1.70, $2.27, $ Because these checks are processed by a third party, Mail Refund Center, you will need to reach out to them to find the status of your refund checks Normally, you should receive your refund check within days from the date of your returnIf you still haven't received your refund check, please contact our Mail Refund Center at ###-###-####We hope that this information is helpfulYou are a valued customer and we look forward to shopping with you again soon.Each customer that had a canceled order should have been offered a courtesy discount code for their inconvenience We are sorry to hear you did not receive yours To thank you for your patience and understanding, we have email you a discount code that can be used on a future gap.com order Please refer to the complete terms of use included in the email. We realize that this may not be the solution you had hoped for, and we can understand your disappointment We want you to know that your comments regarding your canceled orders have been made available to leadershipPlease accept our sincerest apology for any trouble or inconvenience we have caused youAgain, we appreciate your feedback as it will assist us in becoming better at what we do. Thank you again for sharing your concernsIf 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 TimePlease reference your case number *** when calling. Sincerely, Georgianna H*** *** *** *** ***

January 24, 2017*** * ***
*** *** **Phenix City, AL 36869RE: Revdex.com Complaint ID 11895210Dear ***,I wanted to reach out again to let you know that I was able to locate your transaction with the information you provided in your original complaint We see that your items do qualify for the 50% off discount and we are happy to process an adjustment for the difference Price adjustments are typically issued via Gift Card and emailed within 3-business days Please confirm that the email you provided, *** is your preferred address Once we received confirmation, we will issue a Gift Card in the amount of $ We look forward to hearing from you Sincerely,*** ***
*** *** *** ***

I am writing in response to your recent complaint filed with The Revdex.com, regarding the return of your recent online order, #[redacted].  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], I’m very sorry for any frustration you’ve encountered with our returns process, but I’m glad you took the time to contact us. Our goal is to provide our customers with a pleasant and seamless shopping experience. Feedback like yours is very valuable to us and is the best way we can improve.   After reviewing the details of your order, I see your return was processed on December 15th for $255.03. I ask that you allow up to 10 business days to see this credit reflected in your account. I want you to know that your feedback has been shared with the appropriate leaders within our online division for review. As an invitation to shop with us again, I’ve requested a discount code for 20% off your next online order with Gap.   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

Dear [redacted] I am writing in response to your recent complaint filed with The Revdex.com, regarding your merchandise return for order # [redacted]  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 the details of your account and have found that the information you were previously provided is correct.  To summarize, your return from this order was received at our return center after the time frame for a refund.  These were returned to you because you had previously received late return courtesies, and had been advised that any future late returns would be shipped back to you.  These items were shipped under UPS tracking # [redacted]  According to this tracking number, you items were delivered at you address on August 16, 2016 (please see attached documentation).  We did not receive any further correspondence regarding this matter.  We are sincerely sorry for the frustration you may have experienced; however, we are unable to issue a refund for the items we returned to you.  As was previously recommended, you may wish to dispute the charges with your banking institution.  We appreciate your understanding.  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,Georgiana H[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted],I am writing in response to your recent complaint filed with The Revdex.com, regarding the pending authorization from your canceled 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. Upon receipt of your Revdex.com report, we requested that our Customer Research team reach out to you so they could conference with your bank and provide them the information that they would need to release the hold on your account.  We see that Amanda, a Research representative, was able to speak with you on September 12, and you were not able to participate in a conference call at that time.  It appears that Amanda gave you the contact information so you could call us at your convenience.  We hope to hear from you soon so that we can assist in resolving your concern.  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at [redacted] (###-###-####) and ask for Customer Research.  We look forward to hearing from you.  Sincerely,Georgianna H[redacted]Gap, Inc. Customer Relationscc: The Revdex.com