Gap

Rebecca of Dunstable, MA November 17, 2009

I tried to place an order on-line I got all the way through the order, entered my cc information and hit enter only to be told some of the items were no longer available and it kicked my order out of the queue. Then I had to call to place the order. My order was placed on Nov 4, left Gap on the 5th went from Fedex to the postoffice on the 9th. It is the 17 and I still have not received my package. Gap says the order should get here in 5-7 business days (it has been 9 days) . CS says that if the post office is unable to deliver it I have to go pick it up. Thursday at the earliest.

kent of edina, MN November 15, 2009

my credit was lowered because of an evaluation provided by equifax. my credit is great and your customer service department mad a bad error. i am offended i will tell (ask) my wife not to use her gap charge cardor shop there.

Christopher of Omaha, NE October 15, 2009

I recently purchased two items (cargo-type pants & a sweater) at a local Gap store in Omaha, Nebraska at the Village Pointe Outdoor Mall. The day after the purchase, I tried on the new pants I had just purchased and found a small hole in the left pant leg. Usually I would notice a defect in the products, but the only reason I believe that I didn't was due to the fact that the lighting in the dressing rooms aren't exactly the best, or perhaps the location of the hole wasn't the most obvious at first. The next day, I returned the pants to the store and exchanged them for a new pair. Two days later, I decided to wear the new sweater that I also bought from the GAP. It had some wrinkles in it, of course from being folded in the bag, so prior to washing it or ironing it, I laid it out on my bed to see if it would match the shirt I was planning to wear later that day underneath it.. upon spreading it out, I noticed that there was a ring around the right armpit are of the sweater....it was very obvious that this item was worn, someone had sweat profusely in it and then returned it. It was then retagged and put on a clearance rack for 24.99. I'm surprised that returned items aren't inspected a bit more prior to being placed back on the rack. I returned the item that evening. The store clerk was discusted by the sweat mark, but proceeded to take the return and without much concern. With all this being said, I'm very very dissapointed with GAP and am concerned that their stores are not much greater than a used clothing outlet .

After two additional trips to this store, I decided to write you to let their home office (customer service) know about these issues, which I consider two separate incidents due to the timeline of events. I asked in my e-mail what The GAP would do to change my perception and somehow make up for the extra unnecessary trips to the store. I was thinking a small gift card or something would make up for it, but didn't make a specific request...I figured it would be up to them. Here's "canned" I recieved along w/my reply back below:

Dear Chris, Thank you for your feedback regarding the quality of your Gap merchandise. We want all of our customers to have a wonderful shopping experience with us, and we regret disappointing you. Providing our loyal customers with world-class service and a great product is our goal at Gap, and we appreciate you taking the time to share your comments. We have documented and forwarded your comments to the appropriate personnel within Gap Inc. in an effort to improve the overall experience for all of our customers. If you would like to discuss your concerns with one of our representatives directly, please contact us at the number below. You are a valued customer and we look forward to shopping with you again soon. If you have further questions or concerns, please feel free to call us at 1-800-GAP-STYLE, 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, 11 a.m. to 9 p.m. Please note all hours are indicated in Eastern Time. Sincerely, Amanda Customer Service Consultant

my reply: Thank you for your "canned reply". I hope you realize by now that ever consumer in the world is onto the whole "canned reply" tactic. I can tell you that based on this "canned" message, I now know how much your really appreciate me and the rest of your customers. I'm not going to waste any more of my time calling YOU. You can call me. Perhaps I'll just post this all over the place with my comments so everybody can see how pathetic your customer service really is. I'm done shopping at your stores altogether based on these three experiences (2 follow-up trips to the store and this pathetic e-mail)

MARISSA of VALENCIA, CA June 28, 2009

had a pair of paints on hold - an employee from the GAP Glendale Galleria, CA called the GAP store in Valencia, CA and spoke with Paul...When I went to pickup the pair of paints they are stating that they did not call and Paul states no one spoke to him...The Manager Lina was very rude no Customer Service at all no appologies...There were 2 other sales reps. MARIA & MIKE - they were the same - no Meet & Greet what so ever...Even the Manager had no class - no appologies - when I asked for the Regional Manager's phone # - they would not give it to me...DO NOT BUY ANY STUFF FROM GAP...ONE OF THE WORST CUSTOMER SERVICE EVER...All the employess including the Manager Lina were just lolly gagging

Carrie of cordova , TN May 22, 2009

I received a bill saying my payments were late. I received my bank statement same day in April. I compared notes. I had been paying gap on time. Called gap discovered Leslie Gurell was the name on account I had been paying. Immediately went to my First Tennesse banking on line. The last time I paid my real account number was 09/2008. My account number evidently had been changed by somene else. Contacted First tennessee they immediately gave me a new debit card, the very next day!Now I am turned over to collections and its on my credit.

I have sent everything to El paso Texas for dispute.When I called ge money bank they were telling me that the account number they had for me was mine that was deliquent but when I called the very first time it was Leslies account number. So they have changed the accounts again on me. I have asked first tennessee to help me and ask for a bill on line detailed form.First tennessse is now telling me to speak with an attorney and on my account the number is changed to the account that they told me was leslies . I have proof that I was paying gap but now im getting miss information from gap.

Eric of Oklahoma City, OK May 14, 2009

I am writing in regards to Gap, Inc return policy. This past Saturday, I received 2 shirts for my birthday in which I already had. I took the 2 shirts into my local Old Navy store to do an even exchange and was told that I couldn't return them because the people who gave them to me as a gift didn't include a gift receipt. I was told that I would have to wait about 10 days for their company to send me something like a check in the mail. I asked to speak to a manager in the store and was told the same by the manager. I called the 1-800-Old Navy number and spoke to 2 different representatives who just did nothing but make me even more frustrated and just reiterate the policy. I understand the policy but I wanted it to be known that I think this is the most ridiculous return policy I have ever heard of. I too work for a large retail chain in their corporate office and I can assure you that if a customer wanted to return 2 items for an even exchange my company wouldn't make the person wait an additional 10 days for us to send them a gift card in the mail. Ask yourself this question, when you receive a gift from someone and you look into the present and you find no gift receipt do you ask very rudely if they can give you a gift receipt? I would hope not. That would very rude of someone to do. One of the shirts I wanted to exchange I already had that shirt on as that they clear see from when I shopped in the Old Navy store I picked the shirt up for me so naturally I wouldn’t need 2 of the exact same shirt. By exchanging the shirt, their company would not have lost ANY money or any merchandise it would have just been an even exchange. I can appreciate the fact that if I was asking for a refund that a refund couldn’t be given but I wasn’t asking for a refund. I did some research online and found literally hundreds of people saying that they will not return to Old Navy because of this absurd return policy. It's rather amusing that a company such as them would rather make a customer upset by making them wait 10 days for a gift card when they could easily do an even exchange and more than likely the customer would purchase additional products while they are there making their exchange but instead, they get the run around and get ticked off and leave promising to never turn,such as I have.

Roberta of Snohomish, WA May 2, 2009

I purchased a baby bedding set through the GAP online when they were running a 30% NEW ARRIVAL promotion. The website was confusing because the items that qualified for the 30% discount were not identified. When I proceeded to checkout and entered the promo code I did not receive an indicator that the item in my cart did not qualify for the 30% discount. It wasn't until the purchase was complete that I fully understood I would not receive 30% off. I called immediately and their representative was rude and unable to assist me. They even said that babyGap home is not the Gap but a vendor. How does a consumer know that and why would it matter if it is a tab on their website?

Roberta of Snohomish, WA May 2, 2009

I purchased a baby bedding set through the GAP online when they were running a 30% NEW ARRIVAL promotion. The website was confusing because the items that qualified for the 30% discount were not identified. When I proceeded to checkout and entered the promo code I did not receive an indicator that the item in my cart did not qualify for the 30% discount. It wasn't until the purchase was complete that I fully understood I would not receive 30% off. I called immediately and their representative was rude and unable to assist me. They even said that babyGap home is not the Gap but a vendor. How does a consumer know that and why would it matter if it is a tab on their website?

Renzweb of Atlanta, GA February 8, 2009

Renzweb of Atlanta GA (02/08/09)
Deceptive Pricing by GAP - I was charged the full price for an item marked on sale at around 20. Luckily I caught the error before I left and had it rectified. The explanation given by GAP was that this scenario happens quite often when the system goes offline. In such cases the register charges the regular price without any warning or indication of an error in pricing. Wonder how many customers get ripped of by this flaw in the system. It is quite often that we leave without looking at our reciepts. I would think it would be logical to atleast program the system to alert the cashier about a possible pricing error in cases where the system is offline.

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