Gap Customer Service Issues

Dear GAP Customer Service, I am writing to report an unfortunate incident that occurred during my recent visit to the GAP store in Menlo Park. While shopping at around 6 pm, my spouse and I, carrying bags from Macy's, momentarily left them near the entrance door due to their weight. Regrettably, when we turned back, the bags were missing. We understand our mistake in leaving them unattended, but we hoped to seek assistance from the staff with reviewing the CC TV footage to possibly identify the perpetrator or make a formal complaint. Initially, we were told nothing could be done; however, after insistence, a staff member checked the footage and stated that the person who took the bags was not identifiable. We wanted to report this incident for your records and would appreciate any assistance you can offer. Please reach out to us via email.

Last night, I contacted Gap to place an order for my grandson's Christmas gifts. I had successfully ordered to Italy through an agent at the EU website last year, but this time faced difficulties. Despite spending around half an hour on the phone and inputting items and discounts, the customer service agent informed me there was no way to access the International section on the website. The following day, after being advised to order from the U.S. site and navigate to International, my order still couldn't be completed. Despite having previously ordered from Gap locally and successfully through the EU website, I was now told there was no agent available. It became frustrating, hindering my plans to send gifts to my grandson in Italy. Although the representatives I spoke with were kind, the issue remained unresolved. I hope to find a solution to send the selected items with the Black Friday discounts and my coupon reductions to my grandson. - J. Goldberg

I was disappointed by the lack of training evident in the young man at the store. As I needed assistance to make a purchase at Vanity Fair in Bellport, I explained this upon arrival. Despite living near a closer location in Babylon, I made the effort to drive there, with my phone subsequently dying. I urgently requested to see the manager upon entering. My grandson returning from India required new clothes, and I needed to confirm sizes with my son who was unavailable. Kevin, the employee, seemed uninterested as he reluctantly checked my phone, which remained dead after an hour and a half of shopping. The lack of customer service was glaring as he failed to offer a solution or show basic courtesy. Proper training, especially during busy seasons, is essential for staff to assist customers effectively. I hope this feedback prompts improvements in customer care and management at the store. Thank you for your attention. Wishing you a Happy and Healthy New Year. Sincerely, G.K.

I had a disappointing experience at The Gap store in Herald Square, NYC on January 7, [redacted]. I found myself waiting in a long line at the register with minimal progress. Remembering a past experience, I sought assistance to pay at a kiosk but was informed they were not operational. After trying the register and encountering equally long lines, I suggested to two associates the need for better management of the busy cashier situation. Despite expressing my frustration and leaving without making my purchase, the staff's response was disheartening. The interaction with the manager and associates left me dismayed as they seemed indifferent to my feedback. As a seasoned business owner, I recognize the importance of efficiency and customer care, attributes I felt were lacking during this visit. It's unfortunate that such a negative encounter occurred, especially when I had found merchandise I truly liked.

Our grandchild was gifted items from our favorite store, but the nearest location recently closed. Believing we couldn't return or exchange without a store nearby, we held onto the items. However, while shopping at GAP, a cashier suggested returning the items at a different location. When I did so with all tags and a gift receipt, the cashier mistakenly refunded the money to the original credit card. Despite speaking with a young employee and customer support, they claimed the transaction couldn't be reversed due to the gift not being marked as such during purchase. Frustrated, I left without the items or a gift card, worried about the sender knowing we returned the gift. The whole experience was embarrassing. If anyone can help, please reach out.

I recently returned two items to GAP that I had purchased at the end of November [redacted]. The return window was extended until January 15, [redacted]. Despite mailing one of the items back within the required timeframe with a pre-paid label, it was sent back to me incorrectly. After contacting customer service, a new pre-paid label was issued, and my account was supposedly noted to accept the return. However, when I followed up on February 21, [redacted], I was informed that both items were being returned to me due to being late returns, without any further assistance from customer service. This experience has left me feeling confused and dissatisfied, especially as a long-time loyal customer of over thirty years. These issues have definitely impacted my perception of the GAP brand.

I recently purchased two pairs of pants at your store. I found them on a rack marked 40% off. One row had blue pants, while the other had black. As a tall woman, it's challenging to find sizes that fit, so I was happy to find a pair in my size. Although the ones I picked didn't have a price tag, the other pants were marked at $59.95, and I assumed I would get 40% off that price. However, when I checked out, each pair rang up around $42 instead of the $36 I anticipated. When I pointed out the price difference to the clerk, they insisted the pants I chose were not $59.95. In a rush to catch a boat, I didn't have time to argue further. On my way out, I found a pair with the $59.95 tag, brought it to the cashier, and compared it to the ones I purchased. The only difference seemed to be the pocket shape. I felt deceived by the way the pants were displayed, leading customers to believe they were all the same price. I expressed my frustration to the clerk, who simply apologized. If I wasn't in urgent need of pants, I would have returned them. This experience has left me feeling upset and disappointed, and I won't be shopping at your store again.

On July 26th, I visited the Gap store in Merrick, NY and bought a few items, one of which was cheaper online. After noticing another item was also priced lower online, I went back on July 28th to speak to the manager, Nicole. She was not open to honoring the online prices, despite the cashier's assurance earlier. Understanding policies can't change daily, I believe an exception could have been made considering the circumstances. I kindly request the online price be recognized, and a credit be issued for the difference. Thank you. M. Roberts

I purchased khaki pants and shorts for my child's school uniform. After removing the tags and washing them, I discovered blue paper tag residue all over the clothes from a hidden tag. Despite repeated washings, the spots remain on three pairs of slim khakis and two vintage khaki shorts. The modern khaki pants were unaffected. I am requesting a replacement for the three slim pants and two vintage shorts due to the unusual placement of the tag. My order number is TH4Q4J3.

On November 22nd, I visited the Traverse Mountain, Utah outlet store after hearing about a fantastic sale happening. Upon arrival, I asked a sales associate for more details about the sale to clarify. The associate mentioned that if I applied for a GAP card and got approved, I would receive 78% off my purchase. I specifically inquired if this discount applied to regular or sale prices, and I was assured it was for sale prices. After applying and getting approved for the card, I shopped around while hearing others rave about the great prices. At the checkout, a different associate mentioned that the discount applied to regular prices, not sale prices as initially explained. This came as a surprise and significantly impacted my total at the register. I reached out via email to customer service but have not received a response yet. I hope that the store can address and resolve this situation promptly.

My 17-year-old daughter recently started a seasonal job at this store. Unfortunately, she has experienced some concerning incidents with the manager. First, when asked to fold clothes without a table like other employees, the manager was disrespectful and told her she didn’t need one, later to have another employee return it to her. Second, when trying on clothes early, the manager rudely approached her in the fitting room, saying she couldn’t be there and made unwelcoming remarks about her sister who also works at the store. Lastly, my older pregnant daughter called in sick, leading the manager to cut my younger daughter's hours, claiming it was due to slow business. Now, my daughter is left with minimal shifts.

I recently visited the Gap store in Montgomery, AL where I took advantage of their closeout sale. On 12/13, I bought 4 items totaling $[redacted].98. Today, I returned to buy one more item for $36.93. Later, when shopping online for Christmas gifts, I discovered that the softspun cowl-neck tops I purchased were priced much lower online than in-store. When I tried to price match them in the store, I was directed to call customer service. Despite a 45-minute call and 4 transfers, I couldn't resolve the issue over the phone. I'm hoping to have the items price matched as the difference amounts to over $60.

Regarding my order # TFFX972, I noticed that I was charged $37.78 for mid-rise classic straight jeans, while the tag on the jeans shows a price of $29.99. This indicates an overcharge of $7.79, excluding tax. I have taken a photo of the tag and the invoice to illustrate the discrepancy. I can provide the photo upon request. Kindly refund my account for the overcharged amount and confirm once it has been processed. Thank you for your assistance. Sincerely, S. Sellman

I purchased the Vintage Khakis in Straight Fit with GapFlex on October 23, [redacted] with order number TGVL8YD, #[redacted][redacted]. I would like to process a return or exchange for a different style as the ones received are not the correct ones that I ordered. Additionally, due to weight loss, the pants no longer fit. They are unused and in their original packaging. Despite being a loyal customer for years, this is the first time I am requesting a return.

Subject: Order Issues I understand that the current situation might be impacting your operations, but I need to address some issues with my recent orders. Initially, I placed my first order # TWM6FQP but had to change the credit card used for payment. Unfortunately, the order got canceled, and only 19 out of 33 items were reordered under # TWJTSOX. A supervisor explained that the original payment method couldn't be changed, forcing me to use it or have the order canceled. Although some items were canceled and I received a 10% discount, I still got duplicates of the same sweatshirt at full price when they were supposed to be on sale. Part of the April 14th order # TWJTDOX arrived with a security tag on a graphic pullover sweatshirt size XS boys. A call lasted over 30 minutes with inappropriate music playing in the background. Despite the inconvenience, the representative agreed to send a replacement sweatshirt at no cost. I will return the one with the security tag promptly. Despite these issues, I placed another order because I had a $50 discount available.

Subject: Issue with Order # TW0D673 I made an online purchase on 6/04 and wanted to switch my discount from GAP CASH to the 30% "YOURS" discount, but the system wouldn't allow it. Additionally, I couldn't use my $15 credit. I tried calling customer service for 2.5 hours on different occasions without success due to spotty service and long hold times. I understand the challenges with Covid-19, but as a loyal customer, I expect better customer support. I often shop for my granddaughters on your site as I value quality and appreciate your products. This recent experience has been disappointing. I hope this situation can be resolved promptly. Could you please help me apply the 30% discount and credit the $15 to my order? Thank you, E.C. [redacted]/[redacted]

Hello, I am reaching out to request the possibility of using my $40.00 Gap cash. As a health care worker, specifically a Respiratory Technician at Children's Hospital Los Angeles, I was at work attempting to utilize my Gap cash before it expired. Unfortunately, it seems I may have been just three minutes late. I had four items in my cart but was unable to check out fast enough. The Gap has been my go-to brand since my twenties, and now nearing 50, I truly appreciate their clothing. If there's any way you could assist me in completing my purchase, it would be incredibly helpful. Thank you for considering my request, and please remember to stay safe by practicing social distancing and thorough hand washing. I hope to receive a response soon. Thank you, Gabriela F.

I have been experiencing issues with my returns being stuck at the same location in Edina/Minneapolis, Minnesota for a month. I faced a similar problem with another order and was advised that the vendor must initiate an inquiry. I am reaching out proactively to address this potential pattern. I have been waiting on hold with your call center for an extended period and am unsure of further steps to take. Athleta Return: Order#: TW8L6D7 Return processed on May 26th, no further movement. The Gap Return: Order#: TW603T4 Return processed on June 9th, no progress made. Old Navy Return: Order#: TW8PT30 Dropped off at the same location on the same day as my Gap return, and there have been no updates. I am deeply worried and seek your assistance in resolving this matter, as it seems localized to one facility. Thank you, M. Peterson

Hello, I appreciate your assistance. I am facing issues with several online orders due to COVID-19. Despite being charged for the items, many have not arrived, and the return windows have already closed before their arrival. As the items trickle in, I plan to try them on for returns. I would also like to request an account credit for the significantly delayed items to help with the interest on my Gap card while they are in transit. The orders in question are as follows: - Old Navy order # TW0J4Q8: Only the graphic T-shirt, one shorts, pajama shorts, and leggings have arrived, others are missing. - Gap order # TW50QQV: The shorts are missing. - Gap order # TW8QYWP: None of the items have arrived, including the Twist-Back Tank Dress, Print Midi Skirt, and 5" Mid Rise Distressed Denim Shorts. - Banana Republic order # TWW466D: Although it arrived yesterday, the return window has closed. Thank you, Melissa

Hello, I am reaching out regarding an issue I experienced with an order I had shipped to a UPS Store location. Unexpectedly, I was charged a $6 per day, per package fee totaling $18 plus tax amounting to $19.60. This additional charge for in-store pickup was not disclosed to me when I placed the order. I spoke to Juan, the UPS Store Manager, who confirmed the fee and advised me to contact OLD NAVY about it. I am disappointed by this lack of transparency and would like to request reimbursement for the $19.60 fee incurred during in-store pickup. For any inquiries, please contact me at [redacted]-[redacted]-[redacted] or [redacted] Thank you, Maria C. Order TD8HV8T