Gap Customer Service Issues

I made purchases of 30 pairs of pants on gap.com from March [redacted] to June [redacted]. I want to know if I can return 12 unworn pants with all original tags and online/email receipts. Due to COVID-19 store closures in the Washington, DC area, I didn't attempt to return them earlier. Now that stores have reopened, I feel uncomfortable due to the ongoing pandemic. Local stores refused my return citing the time elapsed since the purchase. I seek clarification if I can return them now. I hope for assistance in dealing with this situation. Thank you, Jack M.

As a new shopper at Old Navy, I was excited to receive a 20% off coupon with no exclusions. I recently bought 7 sale items for my granddaughter totaling $67.00 and tried to apply the coupon, but it was not accepted online. Despite the coupon claiming "no exclusions," customer service informed me it couldn't be used on sale items. This is misleading as other stores clarify restrictions upfront. As a senior, when a coupon says "no exclusions," I expect to use it on any purchase. I completed my order without the coupon but am disappointed with the experience. I plan to share my concerns on social media. It would be valuable for Old Navy to revise the wording on future coupons. During these challenging times, customer satisfaction is vital for all businesses. I hope for a response acknowledging this feedback. Sincerely, Julie H. Order # 12LXXYF

I am extremely disappointed with Gap. On November 28th, I placed order #12PS21H and only received two out of the four items. I received the navy top with hearts and the striped pants for children. The red sweater with a westie and pink slacks were never delivered. Despite speaking to customer service and being refunded, the issue remains unresolved. I lodged a complaint with USPS, and my local post office confirmed they never received a package for me. This lack of service is unacceptable, especially since I bought these items for my granddaughter's upcoming 3rd birthday on December 20th. The customer service representative I spoke with offered no explanation as to what happened to the missing items. I believe I should receive these items promptly. While I understand the challenges this year, the level of service I received is unsatisfactory. I hope to hear back soon and for this matter to be resolved promptly. Sincerely, Marlene Safranyos.

Hello, I am a Gap employee reaching out regarding a call from Latanya Jaime. Ms. Jaime is a loyal customer who purchases Gap jackets annually for her grandchildren due to their quality and style. She expressed concern this year as the jackets lacked the usual plastic protection during shipping, which she believes is essential for safeguarding the items. Ms. Jaime suggested implementing this protective layer for future orders, speculating that differences in shipping methods from stores versus Distribution Centers may account for the change. Unfortunately, I do not have Ms. Jaime's contact details but have included my Gap email for communication. I have left her a message assuring her that her feedback has been noted. It would be greatly appreciated if someone could reach out to Ms. Jaime to address her concerns. Thank you for your attention to this matter. Best regards, Robert Jackson

I have been a Gap credit card holder for a few years. I visited my local Gap Kids store in December to make a purchase. However, I couldn't locate my credit card, so I used my social security number. I was informed that my card had been closed, hence I opened a new card for a discount. I paid the bill via online banking on January 5th, following which I received a late payment notification two weeks later. Despite numerous attempts to resolve this issue with customer service, including speaking with a supervisor who closed one account, the problem persists. This has negatively impacted my credit score, and I am disappointed with the service received. I hope for a swift resolution and improvement to my credit score.

Regarding Order # 14G98QB While I was shopping on your site, I mistakenly clicked on an icon that I thought would take me to my shopping cart to review my order. Instead, I was surprised to see a message thanking me for the order with a $7 shipping fee included. I immediately contacted customer service within 5 minutes to cancel the order, but was informed that it was already in process. The representative did assure me that the shipping fee could be removed. It was concerning that the order couldn't be canceled so quickly after being placed. Now, the order has been shipped, and I might have to return the unopened box unless I can refuse delivery. Unfortunately, I can't access the item I wanted as two other items are final sale. This mix-up wasted both of our time and money. Why was the order not canceled promptly after my call? This error also prevented me from placing a separate order for the item I actually wanted and taking advantage of a promotion that ended on 4/18.

Dear Community, I am seeking assistance with a challenging customer service issue we are facing. Despite multiple attempts, the problem remains unresolved. In November of last year, my wife (Sandra Frank) mistakenly placed an order instead of creating a wish list. Since then, we have been inundated with numerous items that we are returning due to financial constraints. The refunds we receive are significantly less than what we paid. On April 21, I spoke with Abhishek Bera from customer service, who assured me he had canceled the order. Unfortunately, we are still receiving around $[redacted] worth of products daily. Any help to resolve this ongoing issue would be greatly appreciated. Best regards, Bob Schmulian & Sandra Frank P.S. We do not have an order number; the order was placed under my wife's name (Sandra Frank).

I am writing about my order #14RR3X3 placed on May 18 and received on May 27. The order was split into multiple packages, and I misplaced one with two items, which I returned in-store yesterday, slightly after the desired return timeframe. The store issued me a merchandise card for the refund, but I noticed I was reimbursed significantly less than what I originally paid for the items. For instance, I paid $18.36 for the jumpsuit and was only refunded $7.79, and $13.47 for the two-pack of tank tops, but only received $3.59 as a refund. Despite this, I understand the store's policy to credit the current selling price, yet I discovered the jumpsuit is listed at $55 and the tank tops at $20, which seems unfair given my situation. I hope the company can rectify this discrepancy and provide me with the correct refund, even if it's in the form of a merchandise credit equivalent to the $20 difference. I have all necessary receipts to support my case. Thank you for your attention to this matter. - K.R.

Hello GAP Customer Service, I am struggling to find the specific pairs of jeans I recently purchased in June [redacted] to buy more in different washes or colors. I believe there must be a GAP product number that identifies the style, cut, and fabric. I have the tag details for the jeans I bought - "S/[redacted]-00, Slim Fit Denim, V/[redacted]2, SU'21, 01/21", in size 33/30, "RESIN RINSE [redacted]" color. I am looking for black and silver/gray pairs. I wrote down all tag numbers from my previous purchases but have not found the right style. I contacted customer service, but the representative's heavy accent made it hard to understand and they couldn't assist me. Could you provide me with a product identifier from a current pair of GAP jeans to help me find more? I appreciate any help you can offer as I don't want to miss out on buying more of these jeans that fit me well due to changing styles. Thank you, Grady K. [redacted] [redacted]

Good morning. I am a member of the Department of the Navy and have just returned from Afghanistan. On previous occasions when I anticipated missing a payment to Gap, I proactively reached out to inform them. Recently, upon my return, as expected, I was behind on one payment. Despite making a payment exceeding the required amount, I reiterated my circumstances of Navy travel. However, the Gap representative insisted on strict adherence to the payment deadline of the 8th of each month. Subsequently, I received a letter reducing my Gap credit line citing various reasons, although my American Express and Visa credit limits were raised. I consistently notified Gap of any delays and made payments promptly upon my return. This situation is unprecedented for me. I have decided to pay off my Gap balance and kindly request the closure of my account. Best regards, Ellen P. Apologies for any typos or grammatical errors.

I am writing to express my dissatisfaction and frustration with your company when attempting to place an order. Due to the inability to use my unexpired Gap Rewards online, I have resorted to calling in my orders. However, each time I call, I encounter a person who struggles with English, leading to prolonged and frustrating conversations. During my last order placement, I had to clarify the Early Access Sept 1-2 Code for a 50% discount on 2 sweat items, which the representative seemed unaware of. I provided the Code numbers for 2 Gap Rewards, which I was informed were being inputted. Unfortunately, the confirmation statement I received displayed a balance of $80.88 instead of the expected $30.88. Subsequent calls to Customer Service to address this issue were equally unproductive, with language barriers hindering effective communication. Despite multiple attempts, my balance remains incorrect, and the discount and Rewards deductions have not been applied. This ongoing issue has left me frustrated and considering cancelling my Visa credit card. As a loyal Gap cardholder, I am disheartened by the challenges I now face when placing a simple order. Your prompt assistance in resolving this matter would be greatly appreciated. Ayako N.

I recently received my order from you, and everything arrived yesterday. However, I was surprised to find that one of the packages containing a navy tee shirt was not in a separate bag but placed directly in the shipping bag. It struck me as unusual and not up to your usual standards. I was concerned about the lack of information in case I needed to return the item. Despite this, I have decided to keep the tee shirt.

I have not been receiving my rewards points on my account since September despite making multiple purchases. My account incorrectly shows me as "Core" level, when I should be at the "Icon" level due to having a Banana Republic Luxe card where my husband is the primary cardholder. After a frustrating 40+ minute call with customer service on Saturday, I was promised by the representative that the Support Department would contact me, but they didn't. Following this, a chat agent informed me that I needed to call the support department myself and abruptly ended the chat without addressing my issues. Today, when I requested to speak to the Support Department, the representative transferred me to Synchrony, our credit card company, who couldn't assist me without the primary cardholder's involvement. Having been a loyal Banana Republic Luxe cardholder for 15 years, this is the first time I've encountered such difficulties. I shouldn't need to navigate multiple calls and involve my husband simply to receive my rewards points and cardholder benefits as usual. I hope someone can promptly address and resolve this issue for me. Thank you. Teresa N. [redacted]

I recently saw one of your commercials where two men were kissing. My son asked about it, but I didn't feel the need to explain. Just to let you know, I have informed all my friends and business associates that we will no longer be buying your products or anything related to them. Thank you and have a good day.

This morning, I had a conversation with Muskan from Gap customer service for 45 minutes about my missing $[redacted] Gap gift certificate. Despite being assured it was on its way since December 7, I did not receive it. Muskan mentioned it was in transit and promised to credit it but could not provide a confirmation number. After being on hold for a while, she said I would receive an email, but I still haven't seen any credit on my American Express or received any emails. I am hesitant to call again for fear of spending another 45 minutes on the phone. My order number is #17SS1XE. I kindly request for this issue to be resolved and for an email update. Thank you. - Paula K.

WEB SITE MODELS: I am shopping for activewear and noticed that the models on your website seem out of shape and unhealthy. How can I feel motivated to purchase the products they are wearing when they do not represent a healthy image? It's important to consider who your target consumers are for activewear and to promote a message of health and fitness. By using models who are not in shape, it may send the wrong message about obesity and health. Encouraging a healthy lifestyle through your advertising can have a positive impact on your audience.

Order # 18HHJGQ was placed on 1/26/22 at 6:23 pm for 23 items over the phone due to website issues during online checkout. Despite providing my name during the call, the shipping address was mistakenly set to an outdated address of [redacted] Judd Rd. instead of my current address at [redacted] Whittier Ct. Customer service was unhelpful and suggested canceling the order. I work in expedited services and understand the importance of accurate information entry. It is frustrating that my order was mishandled. I have been a loyal shopper at The Gap and Old Navy for my grandchildren's clothes. This experience has been stressful and may impact my future shopping decisions with the company. I hope to receive my order correctly at the sale price as suggested by customer service. The order confirmation was sent to my daughter-in-law's email, adding an extra layer of inconvenience. Thank you for allowing me to share my frustration. Carol

Dear Company, I recently came across an article in the 5/24/22 Washington Post concerning your donations to Rep. Elise Stefanik's personal campaign and political action committees. Despite your commitment to supporting racial justice groups, it is troubling to see support for a candidate who has promoted divisive rhetoric like the "great replacement theory." By backing politicians who perpetuate racial animosity, you risk undermining the efforts toward racial equity your company claims to support. I implore you to reconsider your donations and instead back candidates who promote tolerance and uphold our democratic principles. Sincerely, R. Donaldson

Due to illness in my family, I have been unable to make a return within the given timeframe. I previously asked for a store credit since I missed the 30-day policy, but was refused. I am willing to accept store credit instead of a refund. Unfortunately, the online chat support has not been willing to accommodate my request, which I find disappointing. Old Navy has extended their return policy for Christmas purchases, and my request was just outside that timeline last week. I have been occupied caring for my sick 5-year-old, and I am also unwell. I am hopeful to receive assistance in this matter as I am trying to catch up on pending tasks. Thank you for your help.