Gap Inc.

August 25, 2017
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[redacted]   Dear [redacted], I am writing in response to your recent complaint filed with The Revdex.com, regarding [redacted]. At Old Navy,we strive to offer our customers a...

world-class shopping experience, and I am sorry to learn of the events which made it necessary for you to reach out to a third party for resolution. [redacted], I understand your concerns regarding our recent 40% promotional offer with the code UPGRADE. We know how important it is to our customers that they get the best deal on the products they know and love. At times, our promotions will have certain merchandise exclusions and we do our best to make those clear so customers can shop with confidence. I can confirm to you that the Loose Ultimate Built-In Flex Khakis for Men you ordered were excluded from this offer at the time of your purchase. I have documented your feedback and will make it available to the appropriate leaders within our company for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement.  With that said, [redacted], I was able to make an adjustment to your purchase! We currently have a new 20% promotion online, of which the khakis are eligible. In addition, they have received an additional price reduction. An adjustment of $41.16 was applied to your Visa card ending in 4774 and you should see this reflected on your account in 3-5 business days.  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at [redacted] (###-###-####) and select the prompts, store questions and then store feedback. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference your case number [redacted] when calling.  Sincerely, Jerome P[redacted] Gap, Inc. Customer Relations  cc: The Revdex.com

this is not a resolution. I do not understand how my "account information could not be located" as I am looking at 2 invoices with all information as listed in my complaint:[redacted]
[redacted]
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[redacted] [redacted]The email address on my Gap.com account is [redacted] which is the only information that differs. As you will see, I have been a long-time customer and frequent shopper and my purchases are not limited to those made online. However, after the poor customer service that I have received recently I will be happy to take my business elsewhere. 
Regards,
[redacted]

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11740523
I am rejecting this response because:It makes no acknowledgement of the fact that the displayed ads are deceptively worded, or even that they could have been more clear on what items were on sale, nor is there any indication that similar if not identical ads will be used in the future.
Regards,
[redacted]

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. We reviewed your order and see that we did miss our promised delivery time.  We are so sorry for the frustration this may have caused.   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 information. As an invitation to shop with us again, I have forwarded an online discount code for $20 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.  Sincerely,

In response to the answers you provided:• Where the items in question labeled to indicate that they were GOTS or Oeko-tex certified? It's your product.  I think you know that none of your products are GOTS certified.o As we indicated in our letter dated February 28. 2016, “Gap Inc. requires all of our vendors to be GOTS (Global Organic Textile Standards) Certified.  All merchandise that is labeled and sold as 100% Organic through Gap is required to be made of GOTS Certified fabrics.”  If your shirts are described as organic, then they are GOTS Certified. Since we do not know which shirt, we do not know whether it is certified or not. • Was it indicated when you purchased, that the items were GOTS or Oeko-tex certified?  no clue o We do not have a way to determine this without the item.• What is the style numbers for the items in question?  You have my shirt.  You tell me.o As we indicated in our letter dated March 16, 2016, we have not received a packages from you.  • When and where were they purchased? (Credit card statements are a great source for this information. If you did not use a credit card, perhaps you charged something else the same day that will help you reference the date.)  no clue, probably [redacted] or somethingo Without more detail, we cannot assist in finding the purchase information. • If it was in the last year, please tell us the amount of the purchase and the last four numbers of your credit card so we can attempt to locate the purchase transaction- • Have the items been washed or worn?  Of courseo Since we are unable to determine whether the items were mislabeled or defective, we will work under the assumption that they are simply being returned due to your personal choice to discontinue wearing certain clothing.  Because you have indicated that your items have been washed and worn, we are unable to return them for a refund.  We feel that we have made every reasonable attempt to try to assist you with this concern; however, we do not have enough information to research this concern.  Because there is no further information available, at this time William, we will consider this matter closed.  Thank you for providing the information you had available, and we are sorry that we are unable to assist.Sincerely,Georgianna H[redacted]Gap, Inc. Customer Relationscc: The Revdex.com

January 24, 2017[redacted]
Dear [redacted],Thank you for writing to let us know about your experience with your online order.  We are very sorry that we did not meet your expectations and did not live up to our own high standards. We are sorry to hear...

that you still have not received your refund checks in the mail.  The notes on your account from January 9 indicate that the checks should arrive to you within 2 weeks.  This would have made them due by January 23.  Please respond to this letter and let us know if you have yet received the checks totaling $13.83.  If you still have not received them, we can stop payment on them and will find a quicker resolution for you. The additional courtesy discount should have been emailed on January 9 also.  Since you have not yet received it, I issued the email once more.  To ensure you receive it, I am including the code within this letter: Value: $20 off of next orderCode: [redacted]Expiration:  July 24, 2017I look forward to your response. We truly value your business and hope you will give us another opportunity to fulfill your shopping needs.Sincerely,[redacted]

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

January 3, 2018    
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[redacted]   Dear [redacted],   I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent online orders,...

#[redacted] and #[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 have reviewed your online account and believe the two orders cancelled because the items you selected were part of our Ship from Store program. This is where online items are fulfilled using our brick and mortar locations. Sadly, our stores do not have the option of shipping merchandise to PO Boxes. If you’d like us to place a new order for the available items, please give us a call at the telephone number listed below. Please have your physical address ready at the time of your call.   We hope you know it is never our intention to frustrate any of our loyal customers. I’ve documented your feedback and will make it available to the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement.   I hope we have not lost you as a customer over this experience! As an invitation to shop with us again, I’ve requested a discount code of 20% off to be emailed to you. I’m confident this will help make your next online shopping experience much more enjoyable so we can begin rebuilding your confidence in our brand.   [redacted], it’s been a pleasure to assist you today. If we may be of further assistance, please contact us at [redacted] (###-###-####) and select the prompts, store questions and then store feedback.  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference your case number [redacted] when calling.    Sincerely,     Jerome P[redacted] Gap, Inc. Customer Relations   cc: The Revdex.com

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. Our records indicate that you were able to reach our online team on December 15.  They advised you of the status of your order and provided you with a courtesy discount to invite you to shop again.  We hope to have the opportunity to provide a better experience.  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 Relationscc: The Revdex.com

This is the exact same return order not a different case Georgianna I have attempted follow up now many times and have been ignored I sent prof of purchase and returned everything as advised by gap and was informed to file a Revdex.com complaint and consumer affairs complaint since no one had replied or handled my situation still This is not a different case but I know you would rather argue then help me

Thank you for contacting us regarding your recently canceled order.   We are sorry to hear about your disappointment.   It is our hope that every customer has a pleasant experience shopping with us at bananarepublic.com and we appreciate the opportunity to clarify why...

this occurred.   We truly apologize for any frustration you've encountered with the cancellation of your order, but we're glad you took the time to contact us.  Please know this is not the experience we intended.  Upon review of your order, we see that the promotion you used was the $50 off of $200+ or $75 off of $250.**    Unfortunately, we found that purchase total for the order does not meet the minimum spending threshold for the promotion.  Although the online ordering system did not stop you from using the discount code, we are not able to complete your order since the total purchase did not meet the promotion requirements. I hope this information is helpful.   The Terms of Use for shopping with BananaRepublic.com states that we reserve the right to refuse any order placed with us.  These terms can be found by scrolling to the bottom of bananarepublic.com and selecting the terms of use link.  Below is a short summary from the Site Transactions section as it relates to order cancellations:   We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event we make a change to or cancel an order, we will attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.   While we can understand your anticipation of receiving such a great deal on your selected items, we made a decision to exercise our right to cancel the order.  We realize that this may not be the solution you had hoped for, and it is our hope that you will understand our decision.  Please know your comments on our decision have been made available to leadership.   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 9:00 am to 9:00 pm and Saturday from 11:00 am to 9:00 pm Eastern Time.  Please reference your case number [redacted] for a seamless experience when calling.    Sincerely,   Georgianna Banana Republic Customer Relations   cc: The Revdex.com **Please see attached marketing materials related to the promotion which were distributed via email and on our website.

Thank you for clarifying your experience. We apologize if the notes on your account were not an exact reflection of your order experience. Thank you for responding with the details.To offer some background on why your orders were delayed, we enlist our stores as an extension of the distribution centers. The one limitation is that our stores are unable to send orders overnight shipping. We want you to know that it was not an unwillingness, rather an inability to send your order overnight. We are sorry for any frustration this may have caused.We are happy to credit back the returned item once the tracking information from the return label indicates that it has been delivered to our returns facility. Normally, it can take an additional 7-10 business days to process the package and return the merchandise. If you can send us the tracking number, we will process the refund once it has been delivered to us.
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 9:00 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
cc: The Revdex.com

Dear
[redacted]
 
I am
writing in response to your recent complaint filed with The RevDex.com, regarding your recent 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 have
attempted to locate your account using the information you provided in your
complaint. With regret, we have no record of an order or account under your
name, email address or phone number.  While
we appreciate that you included the tracking number, it does not verify for us
the address to which it was delivered, the contents, nor the price paid. 
To
enable us to better assist, please reply to this letter and include the order
number, the email address used when ordering, or the name on the account so we
can obtain the purchase information and see what options are available to
help. 
 
Thank
you again for reaching out. Contact us at [redacted] (###-###-####) and
select the prompts, store questions and then store feedback if you would prefer
to call. 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]
[redacted]

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

Dear [redacted],I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent online experience with Oldnavy.com.  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 detail you relayed are correct.  We reviewed you expedited order and found that the reason that the order was canceled is not clear.  We have submitted a request to have this incident investigated, and to have the results forwarded to our online leadership for review so they can work to prevent this from happening going forward.  We have replaced the order for all 4 pair of uniform pants at no charge to you and have shipped them 1 day shipping free of charge.  This order was completed on Tuesday, August 25, and is expected to arrive on Thursday, August 27.  While we understand that this does not change your daughter’s experience we hope that this will begin to rebuild you confidence in our brand.  We can assure you that this is not a common occurrence and we genuinely regret that this happened. As a note, we ask that you please process any needed exchanges via online as the store will not have a value to refund for the pants.  We only note this to avoid any further frustration regarding this order.  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 9:00 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 Relationscc: The Revdex.com

Dear KB,
 
I am writing in response to your recent
complaint filed with The Revdex.com, regarding your concerns with the
quality of you Black Lace Shirtdress.  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 would like to assure you that we do
stand behind the quality of our merchandise. Should you ever feel that
merchandise does not meet the expectation you have of our brand, we invite you
to return the merchandise to your local store and share your experience with
our store management. If you prefer, you can use our prepaid mailing label to return
it to our distribution center for an evaluation as well. 
 
Our policy is such that if it is
determined that your dress is defective, with or without a receipt and whether
there are tags or not, we will replace or refund you.  We are sorry that you may have received
inaccurate information.  For your
convenience, we have noted you online account to indicate you are returning the
dress as a possible defect.  Once it is
received, we will contact you to share our findings.  Thank you for reaching out. 
 
We place a great deal of importance on
the feedback we receive from loyal customers like you, and we believe that it
is this type of feedback that is essential in evaluating the performance of our
products.  We hope that going forward you
will continue to share with us your feedback about our products, both good and
bad.  This helps us to determine where we
have achieved our goals, and where we can continue to improve.  With continued feedback from our loyal
customers, we will undoubtedly meet their expectations.  
 
If you have further questions or
concerns, please feel free to call us at [redacted] and
select the prompts 'more options' and then 'store relations'. We are available
Monday through Friday from 9:00 a.m. to 9:00 p.m. and Saturday, 10 a.m. to 8
p.m. Please note all hours are indicated in Eastern Time.
 
 
Sincerely,
 Georgianna
Banana Republic Customer Relations

Thank you for your response.  We reviewed your concern and the tracking number in question and found that the items were refunded on December 20.  Please see the screenshots attached for your reference.  The difference in the charge versus the refund are the items that were shipped separately under other tracking numbers.    If this has not completely resolved your concern, please contact us again so we can help further.  We can be reached at 1-800-OLD-NAVY (1-800-653-6289) and select the prompts, more options 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 Relations   cc: The Revdex.com

I am writing in response to your recent complaint filed with The Revdex.com, regarding your concerns with our After-Holiday sale.  At Old Navy, we strive to offer our customers a world-class shopping experience, and are glad to have the opportunity to look into your...

concerns. Upon researching, we found that this promotion was advertised for up to 75% off in stores. I have included the image and details for the promotion for your reference.  Although some items were available at 75% off, not all merchandise was discounted the same.  Please know that we always try to make our in-store signs clear, and we apologize for any miscommunication that may have resulted from the store marketing materials.  We hope to have the opportunity to provide a better experience for you.  We want you to know that we value your comments and have shared it with the marketing team for review as they plan future sales events.  We want to make the most of your feedback in an effort to make our promotions more inviting to all of our customers.  As an invitation to return and shop with us again, we are sending a $20 courtesy discount for your next Old Navy purchase.  This code will arrive in a separate email to the address [email protected] within 3-5 business days.  The complete terms of use will be included for your reference.  Thank you again for reaching out.  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 2207126 when calling.  Sincerely,Georgianna H[redacted]Gap, Inc. Customer Relationscc: The Revdex.com

I am writing in response to your recent complaint filed with The Revdex.com, as well as your message sent via LinkedIn messages to [redacted] regarding your recent online order.  At Banana Republic, we strive to provide every customer with a remarkable experience.   I am sorry to learn of the events which made it necessary for you to reach out to a third party for resolution. We do our best to remain within our policies and guidelines, nonetheless, we understand that every situation is unique and may warrant an exception.  For this reason, we have previously extended several courtesies to you on your accounts. With this in mind, we will not be able to provide any further exceptions to our policies for you.  We cannot ship out the replacement item until we receive the damaged merchandise.  We have taken the time to review your accounts and see that our Loss Prevention Specialist, Bianca Hennager is your contact for any concerns associated with your accounts.  If you would like to discuss this further, please call Bianca at (916) 625-7523.  Please reference your case number 2157516 when calling.  Sincerely,Georgianna H[redacted]Gap, Inc. Customer Relationscc: The Revdex.com