Gap Inc.

September 15, 2017
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted],
I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent canceled 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.
We are sorry to hear how disappointed you were with your canceled order. Upon review of your account, we see that you spoke with our Customer Service Supervisor, Timberly, on September 4 regarding the canceled order. At that time, she offered to place the order again, and to honor the sale prices from you first order. We show that both items are still available and encourage you to contact us so we can enter that order for you and ensure you are charged the sale price.
With regret, we are unable to provide you a gift card for the canceled order value. What we would like to do is send you a $15 Courtesy Discount Code to use on you next order with us. It would mean a great deal to have the opportunity to provide a great experience for you.
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
Gap, Inc. Customer Relations
cc: The 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]

I asked for a replacement at the price originally paid and using the two offers which five of my friends bs numerous others were able to use in combination. I will be satisfied with replacement utilizing both coupons, please oblige. 
Regards, [redacted]

Dear [redacted],I am writing in response to your recent complaint filed with The Revdex.com, regarding our promotional signs.  We strive to deliver exceptional service and style in an enjoyable shopping environment, and we regret hearing that this was not your experience.  Thank you...

for your email and for sharing your concerns with our 40% off of Sale, Banana Republic promotion. We see from our records that you contact us via email on September 29 to provide your feedback regarding this promotion.  The promotion in question was specifically for 40% off of sale merchandise. As part of our mission to provide quality merchandise at affordable price points, we will often offer special, limited time pricing on new, seasonal or fashion merchandise. Unlike “sale” items, which are usually marked down to deplete remaining stock, “promotional” items will return to their original price after the promotion is over. Please know that we have documented the details of your experience and have shared them with the leadership responsible for the Walnut Creek, CA store as well as our marketing leadership. They will take the necessary steps to ensure the improvement in the way our promotions are communicated to our customers.  It would mean a great deal to us to have the opportunity to begin rebuilding your confidence in our brand. We see from your account that we emailed you a $25 discount code to use on your next shopping experience.  As of today, this discount code remains unused.  As a reminder, the code LZLHBB166LJB only needs to be entered at checkout to take advantage of the $25 savings.  This code expires on December 31, 2017.  We hope this is helpful.If you have further questions or concerns, please call us at 1-888-BRSTYLE 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. Sincerely, Georgianna H[redacted]Gap, Inc. Customer Relationscc: The Revdex.com

I am rejecting this response because: This does nothing to address my complaint. I clearly stated the item is sold out, and the one I received needed a tailor, was clearly a return.Obviously I really wanted the dress and could not exchange since sold out. Leaving the only option of getting fixed. Getting a refund still would have left me with no dress.
Regards,
Kb Snow-cave

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

I am writing in response to your recent complaint filed with The Revdex.com, regarding 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. Thank you for your email regarding your recent order. We are sorry that you are so disappointed that your order was canceled. 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 order, we can see that it made up exclusively of the items that had pricing errors. The Terms of Use at Gap.com states that occasionally, there may be information on our Sites that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, and availability. We reserve the right to change or update information or cancel orders if any information on the Sites is inaccurate. This can be located on our website under the Terms of Use link at the bottom of our page. 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 items were obviously priced in error. The refunds for this order will be issued back to you via gift card or mail check depending on the dollar amount that was allocated to the items on the order.  For more details about the refund process, please call us at 1-800-GAPSTYLE so we can assist.  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. 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 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 23, after this complaint was initially sent.  We see that the Customer Service Consultant credited the first shipment and reshipped the item 3 day shipping and then credited the second order as well and it appears that the matter has been resolved.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.

Complaint: [redacted]
I am rejecting this response because: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.Was it indicated when you purchased, that the items were GOTS or Oeko-tex certified? no clue What is the style numbers for the items in question? You have my shirt.  You tell me.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 somethingIf 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 course

Your practices are deceptive and unethical, regardless of whether your terms and conditions allows it or not. Obviously you are aware that more than 99% of your customers don't have the time of day to read through your terms and conditions, so including a note in there that allows you to advertise good prices and then cancel the less profitable items is simple disgusting and shameful. My wife and I spent a good two hours browsing your store because of the deals you advertised. We want our time and our money back.
Regards,
[redacted]

Dear [redacted], I am writing in response to your recent complaint filed with The Revdex.com, regarding your recent in-store 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], I want you to know it is never our intention to inconvenience or frustrate any of our loyal customers when they choose to shop with us. It sounds like the store could have handled your exchange request in a different manner. Our stores operate on a separate register system from online. Sadly, this does not allow them to process online exchanges using the same funds. With that said, they are able to return the online order and then match the price paid on a new in-store purchase. I’ve documented your feedback and will make your concerns available to the store’s district leadership. Customer feedback is a large part of how we conduct our business and identify areas of improvement. They will investigate what happened at the store level and coach the team accordingly, thus ensuring this situation doesn’t happen again. With regards to your return, I have partnered with a member of leadership within Synchrony Bank to review the returned Rewards. She was able to inform me the $35 in Rewards were combined with your new purchase points which resulted in you receiving a $40 certificate on your 08/25 statement. If you have further questions about your statement or these Rewards, I recommend contacting Synchrony Bank directly at [redacted], I hope we have not lost you as a customer over this experience. As an invitation to shop with us again, I’ve included a $50 Reward for you to use on your next purchase with us. I’m confident this will help make your next shopping experience much more enjoyable so we can begin rebuilding your confidence in our brand. Please refer to the following page for your code and usage details. 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

Dear [redacted] I am writing in response to your recent complaint filed with The Revdex.com, regarding your Gap Gift Card ending with [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 apologize for the delay in response; however we wanted to conduct a thorough investigation into your concern.  The results of our investigation revealed that on August 12, we received contact from [redacted] with [redacted] Fraud Solutions requesting that we devalue the Gift Card as the account was being reviewed.  The contact number they provided is ###-###-####.  We did comply with this request.  We were contacted again on August 18 by [redacted] Fraud Solutions and they advised us their review was complete and we could now add the value back to the card.  Our records indicate that your Gift Card currently has a value of $422.66.  We do not have information regarding the reason for their decisions, and we hope you will reach out to them to obtain more information.  We are sincerely sorry for the undue frustration this situation may have caused. Please accept our sincere apology for the level of service you received in the store during your visit.  Although there was nothing they could do to assist with this concern, it is our expectation that each customer be treated with dignity and respect at all times. We expect our store associates to be understanding of customer concerns and provide a level of service that is above and beyond what you expect. The service that you described is certainly not the experience that we envision for our customers or expect of our stores and we are sincerely sorry that you may have been made to feel less than a valued customer while shopping with us.We have included a $25 Gift Card as an invitation to return and give us the opportunity to rebuild your confidence in our brand.  We look forward to shopping with you again soon.  The Gift Card will arrive via postal mail with a copy of this letter.  If we may be of further assistance, please contact us at [redacted] (###-###-####) and select "more options", "Store Customer Relations", and then select option #2 for store issue.  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.  Please reference case number [redacted] when calling.Sincerely,Georgianna[redacted]

I am writing in response to your recent complaint filed with The Revdex.com, regarding order number [redacted].  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 have taken the time to review the details of this order and see that you were able to contact us on December 2, and the new order has been placed and shipped to you.  We don’t have confirmation yet as to the expected delivery date.  Once the tracking updates, we will hopefully see that you have already received your replacement order.    Thank you for giving us the opportunity to provide the replacement, honor the original price, and to waive the shipping for you. We are sorry for any inconvenience, and hope that this resolves 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.    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 the Brand Credit Card experience you outlined.   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 application was handled at the store. We want you 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.  Cassandra from Synchrony Bank will contact you directly help with this concern. 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 you and we are sincerely sorry that you have been inconvenienced by this. We would like to offer you a $25 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]. 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 [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 Relations

Dear [redacted]
 
I am writing in response to your recent
complaint filed with The Revdex.com, regarding the Merchandise
Certificate you are expecting by mail. 
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.
 
Upon receiving your complaint, we
contacted the Mail Refund Center to obtain details about the Merchandise
Certificate (# [redacted]) for your store return. 
Their records as February 10, indicate that it is valued at $161.99, and
they have twice mailed the certificate to your address of record:
 
[redacted]
 
The first was mailed in December, and again
on January 19 after your call.  We have
requested that it be mailed once again and confirmed that the address on record
is the same as the one you provided in this complaint.  If you would like to request that it be
mailed to an alternate address, please contact the mail refund center at ###-###-####.  They are available Monday through Friday, 8am
- 5pm CT.  If you have not received your
Certificate by February 20, please call us so we can further 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]

H. [redacted] 116 Cooper Dr. New Rochelle, NY 10801 RE: Revdex.com Case [redacted] Dear Ms. [redacted], I apologize for the confusion. I have included the receipt information you requested with this letter. If you have any further questions about the purchase, please let us know. Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-888-BRSTYLE (###-###-####). Sincerely, Jerome [redacted] Gap, Inc. Customer Relations cc: The Revdex.com

I have still not been helped in any way. You have told me what I already know. I am not trying to send it to another address this address is perfectly fine. So waiting on a gift card to supposedly arrive in 10 days again and it will probably not ever get here again after another attempt. There should be some type of way for you all to adequately provide me with a refund. It has been entirely too long. This must be normal
Regards, [redacted]

I am writing in response to your recent complaint filed with The Revdex.com, regarding the sweaters you received from Banana Republic.  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. While we always hope you love what you buy, we are sorry to hear that your recent sweater purchase didn’t work out for you.  Unfortunately, items that are marked down that have an additional percentage discount applied to them are not eligible for return.  Although these items are purchased at a significant discount, we still want them to reflect the quality Banana Republic is known for.  Please know that when merchandise does not meet or exceed the expectation that our customers have, we do ask them to return it to their local store and speak to management.Our policy is such that with or without a receipt, if the item is found to be defective by the Banana Republic manager, we will refund or replace the item for you.  Since you have indicated that your return was refused on the basis that it was a final sale does not sound as though it was reviewed by a manager for a defect.  We recommend that you contact your local store and arrange to meet with a member of the management team to have your sweaters evaluated.  With regret, we are unable to instruct the stores to take items back.  Please know that unless your sweaters are found to be defective by the manager, we are unable to return them as they will then fall under our normal final sale guidelines.  We have requested that a $20 Courtesy discount be sent to your email address [redacted]@gmail.com to apologize for the inconvenience.  Please allow 3-5 business days for the discount code to be processed and emailed to you. It will include the complete terms of use for your convenience. If you would like to speak with one of our representatives for further assistance, please feel free to call us at 1-888-BR-STYLE (###-###-####) select "more options", "Store Customer Relations", and then select option #2 for store issue.  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.

I am writing in response to your recent complaint filed with The Revdex.com, regarding the delay with your shipment.  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 your order shipped on December 2, and is out for delivery today, December 6.  We are sorry for any undue concern created by the delay with your package.  If you do not see your items by end of day December 6, please contact us at the below number so we can partner with our courier. 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,

Dear [redacted],I am writing in response to your recent complaint filed with The Revdex.com, regarding your online orders [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. Your comments regarding the service you received are very important to us.  We want customers to enjoy shopping with us, so the details your experience is a serious concern for us.  Let us express our deepest apologies for the lack of consistency you encountered from our customer service teams. Our expectation of providing an exceptional shopping experience is that each customer be provided a seamless experience between stores and online. 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.  You deserve only the best service, especially when you visit Old Navy. Please know that we have made the details of the service you received available to the leadership responsible for the [redacted] locations, as well as to our online mangers. We see from our records that you have received the incorrect order and have returned it to your local store. While we are glad you were able to get this resolved, we are sorry that our error caused you any inconvenience. Thank you for your understanding.  We would like to invite you back so we have an opportunity to improve upon your last experience with us. Please accept the enclosed $25 Old Navy Gift Card* as an invitation to return so that we can provide you with a better shopping experience and begin rebuilding your confidence in our brand. Please refer to the reverse side for complete usage details.  We also hope you will take advantage of the online courtesy discount so we can show you a better online experience as well.  We hope to see you shopping with us again soon.  Thank you again and we hope to see you in the stores soon.Sincerely,Georgianna H[redacted]
[redacted]The gift card will arrive in the mail with a copy of this letter.