Gap Inc.

Hello,I appreciate your response, but when we ne customer service representative tells me one thing and the next one tells me something different, then it seems they have not received the same kind of training or whatever.I am also baffled that you ask me about the tracking number for the return package in question.1) Your online return system generated this tracking number for me and you apparently don’t have access to it?2) On January 3 I provided you with the tracking number and a photo of the receipt for the return package via Facebok message.3) On January 11 I sent an email to your customer service with several attachments (automatically generated return request email with tracking number, photo of post office receipt 12/19/2017 etc.) all of them showing the tracking number.I’ll attach our previous conversations with the tracking number, BTW the package was delivered to you on January 9 according to UPS tracking. Thank you

I am writing in response to your recent complaint filed with The Revdex.com, regarding your store return experience at the St. Johns Town Center in Jacksonville, FL.  At Banana Republic, we strive to offer our customers a world-class shopping experience, and I am sorry you felt that...

you needed to reach out to a third party for resolution. We see from your order details that you purchased the two men’s long sleeve crew shirts during our 40% off promotion.  They were priced at $21.99 and discounted to $13.19 with the 40% promotion.  In addition you used your $15 Birthday coupon taking $7.50 off of each shirt, and the $5 Banana Republic Reward further reducing the price to $3.19 per shirt.  This was an amazing deal!  As a result of bananarepublic.com and Banana Republic stores operating as separate divisions, when you present an online item in the store for an exchange, it needs to be processed as a return to make it part of the store inventory.  You can then purchase the items in the size you need.  If you are repurchasing the same item (style number) in a different color or size, we do ask that the store honor the promotional price of $13.19 so you do not lose the value of the 40% off.  You indicated in your complaint that you were only seeking a different size for the same item; therefore the store should have been able to honor the $13.19 price for you. We are sorry if this was not the case.  Because the purchase is processed as a return, the value of the $5 Reward Certificate and the $15 Birthday Reward is returned to your credit card account in the form of Reward Points, which will be reissued as new Rewards Certificates and delivered in a future statement.  Due to the fact that it is reissued to you, it is not possible to transfer the value of the rewards to the new purchase. These details are included in the terms of use for our Rewards.  We are sorry for any disappointment this may have caused.As a resolution to your concern, we are happy to send you two of these shirts free of charge.  However, the two colors you originally selected are not available in the size XL.  We do have the following colors available to send as of January 13:• Blue Shadow (#11)• Light Blue heather (#04)• White (#01)• Black (#00)Please let us know which two colors you would like, and select one alternate in the event that one has sold out in the interim so we can ship those out to you.  Should you decide that you do not wish to choose any of these colors, we can provide you with a $25 Courtesy discount code to use on a future order.  We will wait to hear from you.  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. It is so important to us that the service and products we represent are meeting the expectations and needs of our loyal customers.  We will be sure to pass your message along to leadership for review, so they have the opportunity to work with the store to improve the shopping experience for everyone.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] when calling.

Dear [redacted]I am writing in response to your recent complaint filed with The Revdex.com, regarding your Gap.com orders.  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 you are so disappointed that the nine orders you placed on August 20th resulted in cancellation.  It is our hope that every customer has a pleasant experience shopping with us at gap.com and we appreciate the opportunity to clarify why this occurred. After reviewing the canceled orders, we can see that more than one promotion was applied to the order.  The legal terms of both coupons state that these promotions cannot be combined with any other offers or discounts.  The receipt you received from Staples with your qualifying purchase provided a link to the complete usage details for both discounts. (Please see attached information)  Although the online ordering system did not stop you from using the coupon, we are 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 on gap.com.  Just click on the Terms of Use link at the bottom of the page. Recently our company has implemented a program to use our stores as an extension to our warehouses.  When you select an item, the system searched both the warehouse as well as store inventory to find all available units of the merchandise for you.  When attempting to cancel orders that did not meet the promotional limitations, some could not be canceled before they shipped from the stores.  This is the reason that some items may have shipped, while others were canceled.  We hope this information helps to clarify why this occurred.While we can understand your anticipation of receiving such a great deal on our quality items, we made the decision to exercise our right to cancel the order since the promotions were obviously combined in error.  We realize that this may not be the solution you had hoped for, and we can empathize with your disappointment.  For this reason, we are happy honor the better of the two original discounts so that you are still able to purchase the items you wanted at a discounted price.  We appreciate your honest feedback and we hope that you can understand our decision, and we want you to know that your comments regarding our decision have been made available to leadership.  Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It’s our goal to retain you as a satisfied customer and we hope to serve you again in the future. 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 1888589 when calling.  Sincerely,Georgianna HayesGap, Inc. Customer Relationscc: The Revdex.com

Dear Ms. [redacted], I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent shopping experience.  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], we truly apologize for any frustration you or your family has encountered. I was able to locate your previous case with our Customer Relations department. I understand your situation and hope you know it’s never our intention to disappoint any of our customers. Unfortunately, we would not be able to issue a refund of $60 to you as this charge would have been issued by your parents’ financial institution. Your best option would be to partner with them directly regarding a possible refund. If they have any questions for us, they’re welcome to contact us directly. The $20 discount code that was emailed to you was intended to invite you back to shop with us again and have a better shopping experience. I understand this is not the resolution you were hoping for, but know that your feedback has been well documented. We’ll make sure it is made available to the appropriate leaders within our company for review. Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-OLD-NAVY (###-###-####) and select the prompts, store questions and then store feedback.  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 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

1. They stated they had price error on their site. But it's their fault. They should send apology before canceling my order.2. They did not fully refund my charges in this order. I was charged $71.64. Their refund was $44.84.

I am writing in response to your recent complaint filed with The Revdex.com, regarding the courtesy discounts you have received over the past year.  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 review of your account, we see that we have emailed you 19 discount codes since November, 2016. These courtesies are randomly generated and are emailed to the email address associated with your online account.  We have the following emails associated with orders for your account: [redacted]       [redacted]The emails include the discount code, the value of the code, and the complete terms of use.  We have attached a sample of this letter for your reference.  The terms of use clearly outline that the code will expire within 6 months of the date of the email.  We are sorry for any disappointment; however we are unable to replace the expired discounts at this time.  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at [redacted] (###-###-####) and select the prompts, store questions and then store feedback.  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 11:00 am to 9:00 pm Eastern Time.  Please reference your case number [redacted] when calling.  Sincerely,Georgianna H[redacted]Gap, Inc. Customer Relationscc: The Revdex.comenclosed: Sample of courtesy email

Dear [redacted]I am writing in response to your recent complaint filed with The Revdex.com, regarding your online 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. Upon review of your order, we see that your refund was issued on January 3, 2017.  Once we process the return, the credit is immediately released to your financial institution.  When this occurs, we no longer have any influence over the time it takes to reflect on your account.  This depends on your bank’s processes for routing refund credits.  We are sorry for any disappointment.  If you have not received your credit upon receipt of this response, please contact your bank to inquire about the credit.  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.  Sincerely,Georgianna H[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Dear [redacted]Thank you for your response. We can certainly understand your desire to receive our quality products at such a great price; however, at this time we will not be able to accommodate your request to replace you canceled order at the original discounted price.  We are sorry for any disappointment.    We are happy to replace your originally ordered items using one of the two promotions, plus the courtesy 10% discount that we emailed to you.  In the event that you no longer have that email we are happy to provide you with your discount code for the 10% off:[redacted]       Expires:  February 23, 2016Please know that we have noted your online account so should you decide to call and take advantage of this offer, any of our skilled agents will be able to assist.  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at [redacted]###-###-####) and select the prompts, store questions and then store feedback.  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 11:00 am to 9:00 pm Eastern Time.  Please reference your case number [redacted] when calling.  Sincerely,Georgianna H[redacted]

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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is perhaps satisfactory to me, depending on the details below.Please apply the $15.00 discount, which I assume will be applicable/useable with any other current promo codes for ordering. I expect the previous offer still be in effect as well - same order, 10% off (I was told this would also be useable with any other current promo code offers). This was to be with expedited 2 day free shipping. And by accepting these terms I understand your typical free returns would also be included if needed. Please let me know.
Regards,
[redacted]

Dear [redacted],I am writing in response to your recent complaint filed with The Revdex.com, regarding the delivery of your Gap order number [redacted].  At Gap, we strive to offer our customers a world-class shopping experience, and I am sorry you felt you needed to reach out to a third party for resolution. We are so sorry that you are disappointed with the shipping of your order.  We reviewed your selected shipping method and found that you chose our everyday free shipping option.  This method can take up to 7 business days (Monday-Friday only).   Your order was placed on Friday, March 11, 2016.  The next business day would then be Monday, March 14.  This made your first promised delivery date March 22.  After tracking your packages, we see that they were both delivered on March 21, one day prior to the promised delivery date.  We are glad to see you received them within the promised time frame. Please note that we do offer faster shipping should you need to receive you items quicker than the 7 business days offered by our free shipping.  Just visit Gap.com to see the time frames and pricing for these options.  If 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 9:00 a.m. to 9:00 p.m. and Saturday 10:00 a.m. to 8:00 p.m. Eastern Time.  Please reference your case number [redacted] 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, regarding the Brand Credit Card experience you outlined in your complaint.  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 sincerely sorry to hear about the manner in which your reactivation was handled at the store.  We want customers to be confident that Gap puts customers first and we apologize if this experience has in any way damaged that.  Upon receipt of your complaint, we contacted our liaison with Synchrony Bank to find the appropriate resolution for your concerns with your credit report.  They are able to suppress the inquiry from your credit and remove all traces of the account should you wish to cancel your Gap Credit Card.  Cassandra from Synchrony will contact you directly to help you with this.  We expect our store associates to be understanding of your concerns and provide a level of service that is above and beyond what you expect.  As a longtime customer, we are sure you know that the service you described as receiving during your visit is certainly not the experience that we envision for our customers and we are sincerely sorry that you have been inconvenienced by this. We would like to forward the details of your experience to the appropriate leadership, and hope that you will reply with the store location so we can direct it where it is needed.  They will take the necessary steps to ensure the improvement in the level of service provided to all of our guests.We would like to offer you a $50 courtesy discount for taking the time to share your feedback with us.  Please allow 3-5 business days for the discount code to be processed and delivered via email to [redacted]@gmail.com.  The complete terms of use will be included for your convenience.  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 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 [redacted]
 
I am writing in response to your recent
complaint filed with The Revdex.com, regarding your 20% off Welcome
Offer.  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 that our online marketing
caused you any confusion or frustration while you were shopping with us. We do
our best to make the details of our promotional offers available to you and
typically provide a link to the full terms for you to reference.  The terms of use for our Welcome offer does
indicate that this promotion is not valid on Old Navy store.  We have attached screenshots of where this information
was provided for you.  We are sorry for
any misunderstanding and we hope that this is helpful.
 
We appreciate you reaching out for
clarification because we are more than happy to apply the 20% discount to your
store transaction as a one-time courtesy.  If you could contact our Customer Relations
Department at [redacted] we can obtain the details of your transaction so we
are able to process this discount for you. 
   
 
Please contact us at



[redacted] (###-###-####) and select the prompts 'more options'
and then 'store relations'.  You can
reference case number [redacted].  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
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  I look forward to receiving the gift card in the mail.

"With regards to your $25 discount code that was issued previously"   I am & I may not ever use this offer - but I thank you all the same!  4-24-17"I was able to locate your nephew's receipt information. I have attached it for your review."  4-24-17 Nothing was enclosed with this letter - no receipt information at all! Would appreciate receiving a copy, if you would please!

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 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 attempted to locate your order so we could assist with the loss of your Super Cash, and we were unable to locate the order you referenced using your name, phone number, or email address.  We hope that you will send us your order number so we can make this right for you. 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 contacting us to share your comments. 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,

I have requested that a Gift Card for the remaining balance of your refund, in the amount of $28.60, be emailed to you within the 3-5 business days.  It will be sent to the email address [redacted]@gmail.com and will include the complete terms of use for your reference.  Thank you for your patience.  Sincerely, Georgianna Gap Corporate Communicationscc: The Revdex.com

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 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 you received them within the promised delivery time.  We apologize for the cancellation of two items found to be unavailable at the time of shipping.  We are so sorry for any inconvenience 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 contacting us to share your comments. 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,

I do not agree with the letter. I most definitely did not have 1 charge pending and 1 charge clear. Both charges processed through my bank as it was a debit card. Both amounts were deducted from my bank account. This was now more than 2 months ago and it does not take that long to process transactions. Old navy processed and deducted from my bank account 2 transactions.