Gap Reviews

I would give negative stars if it was an option. I ordered a dress for a trip and it was too big. I ordered another one that had no tracking. It thankfully came the day I was leaving. It fit better so I decided I’d return the first one when I returned. Unfortunately, that put me out of the 30 day window that I did not know was insanely strict. I missed it by 3 days - complicated by life happening and the fact all emails came from Old Navy and I got confused on where to take it. A factory store can’t accept the return but that’s all that is near me so she told me to try customer service for an exception. No luck. They don't care. They kept saying thanks for being Encore member and counting the days from my delivery to return but never once considered my loyalty, how many years I’ve shopped there with no previous request for an exception.

I’ve been looking for several years for a good zipper hoodie made the way they used to make them, of warm French Terry and a reasonable length. I found one at a gap online store and ordered it. I got the tracking email that it would arrive on June 1. June 1 came and went and it still showed on the way. I was about to call gap when it was updated to June 10. It was not delivered on June 10 either. I called gap Customer Service and after five times asking the robot, got transferred to a live person. She said it was shipped by USPS with final delivery by UPS. My address is a box in a UPS Store in downtown Chicago. It was not delivered because whoever was supposed to deliver it thinks the address doesn’t exist. The Customer Service service didn’t have access to contact the shipper. She gave me the number of the post office.

I will never order from Gap again. My order was never delivered. First the email said it went UPS access point. Then when I called customer service they said it went to a post office far from my home. Because it was delivered to a post office, they couldn’t cancel the order or refund me, and I would have to wait weeks until the post office sent it back and they receive it. Horrible experience.

Will NEVER order from them again. Not only did they (finally) deliver some of my items to the wrong address, but it was impossible to get information regarding where the rest of the order is! Still missing the items I need for work. Miserable experience and now it's suggested that I file a claim, as if I have the time or energy! I ordered online for the ease and convenience. I couldn't be more disappointed with my experience. Not easy to find items to fit as I'm so slender. I was so excited to order! Anyone have suggestions for another company with decent customer service and delivery that also carries small sizes?

I ordered a pair of denim shorts to take on a trip to the Caribbean. Not only was the item delayed but when I returned to find the package it contained a child's sweat shirt. A customer service agent said she would issue me a 20% off coupon to use for the trouble and ship me the shorts after I was refunded and paid again. The 20% coupon doesn't work at all and when I tried to email this company about it NO ONE responded. Two emails and nothing. I think no one should support this kind of customer service because it is wrong.

I am waiting on a shipment. The package is waitiing to be picked up from over 2 weeks ago. I had to import the info 5-10 times and they still cannot find the package on chat. My name is Lisa **, order # **. Gap only has a chat and chat is no help, they keep saying we are disconnected and can't find info. They just don't seem to care.

WORST CUSTOMER SERVICE EVER. I do not plan to shop here again for baby cloth.

I purchased two GAP hoodies from designer outlet, and after only 2 weeks of wearing them (not even washed yet), the GAP logo started peeling and the stitching began coming apart. I requested an exchange before the 30-day return period ended, but was told I had to go back to the original store where I bought them by the Tsawwassen Mall staff. Unfortunately, that location is far and not convenient for me to travel to. For items showing quality issues so soon, I expected more flexibility and better customer service.

I had wonderful customer service experiences on three separate occasions when I called Gap’s Customer Service line! Each representative I spoke with was patient, kind, and genuinely helpful. Their warm tone made the conversations easy, and when something was unclear over the phone, they never hesitated to repeat or clarify information. Btw I used their customer service line 1(800) 427-7895.

They refuse to accept a return for an item within 3 weeks of purchase because it was “final sale” even though THEY incorrectly sized the item to not fit according to their own size chart. Talked to manager in store and customer service on the phone. They are standing by their policy of lying about how sizes fit and refusing to accept returns when “final sale” is not easily visible when purchasing.

Received a sweatshirt for Christmas, and after trying it on, I decided to return it for a smaller size. Even with a gift receipt, I was denied a return because there was a small stain on the front, which I can only assume was there from new as I hadn't worn it. I will never shop at the Gap, and I will make sure everyone I know is told about their horrible return policy, as it sucks!

I ordered a product that didn’t arrive even within a month that I ordered it. They canceled my order. I ordered another product that never came, and they canceled the order on their end & didn’t tell me.

I ordered a shirt and jeans on 12/7/25, it said 3 day delivery. It is now 12/17/25 and my order has been delayed and never "picked up by the carrier". I called customer service and they cannot find it or have it delivered by Christmas and said they have to cancel. I will never order from GAP again. I better get a timely refund or I am going to the BBB.

I will NEVER order anything from the Gap online again!!!! I returned 2 pairs of pants and have been on the phone with 4 people. All of them I couldn’t understand to get my money back on my credit card. I just got off the phone and the first 3 people I talked didn’t want my order number, couldn’t find my credit card. Then when I was sent to the 4th person I told them I would give them the order. Before this I told them my birthday, last 4 numbers of my social security card and my credit card number. Then finally they said I could have a merchant card. No way will I ever order from the Gap again. I told them I want it back on my card. Oh it’s only been 2 weeks really. They have the return and the amount on a gift card which I don’t want. I still don’t know if I’m going to get my money back.

I purchased 1 pair of jeans from Gap online. I ended up being charged for 3 pairs and received 3 pairs. They were supposed to fit as long pants, but came up to just below the knee. There is no Gap store in our area and they don’t allow returns to the Gap Outlet in our state. I had to pay $5 to get the shipping label printed at the UPS store for the returns and they would not reimburse the $18 for shipping. I am out $23 just because they sent me the wrong size pants. I will never purchase from Gap again.

I bought socks at the beginning of July in Costco. At the beginning of September, they began to slide off inside the shoes. I mostly wear dresses and stocking. In July and August, I wore GAP socks just a few times, and the elastic is already gone. Very low quality. The products are broadly advertised, but they are not worth it.

I used to shop at Gap both at the store and online and never had issues. Over a week ago, I ordered some sales items online and never got them. The UPS tracking # didn't even work. I got a confusing email from Gap stating the UPS label was prepared and the package was in transit. I waited a week and tried the tracking # but it didn't work. I called Gap yesterday and the rep assured me the package was still in transit. He didn't offer to ship me replacement items but escalated the issue for a refund. I received an email today that I was issued a refund for the items only... not for the shipping and taxes. I called them back and was the shipping and tax refund would be processed separately. Very weird and frustrating!

I went to Gap online to do shopping, I changed my address for shipping. Received an email that my items were being shipped to an address that I had deleted. I sent two emails then I had to call customer service and I was told that I had to wait two more days, even though the packages had been delivered to the wrong address. Wait two days to call them back to rectify the situation. Very poor customer service!

Worst experience ever. Didn't fulfill my order and now the sweatshirt my daughter ordered is sold out. Horrible condescending customer service and obviously poorly trained warehouse employees that pick wrong orders, then force them through so they can ship the order. I worked in a warehouse and when you pick an order you have to scan the items to the gun to fulfill the order. If an item is missing it won't complete the pick and you aren't able to close it and print a shipping label. Not to mention that they sent 2 completely off the wall items instead. I ordered 15 items. I GOT 16 ITEMS. Every item I ordered was a girls size large. The 2 items in I was sent in lieu of the one I ordered and didn't receive, were a man's size medium bottom up shirt and size 2 pair of black women's slacks. What an incredibly unprofessional company who are very poor at their jobs.

I went with my granddaughter to buy a dress. We ended up leaving without one. The staff was goofing around. Two girls were having very intense conversation ignoring the clients. One of employees, who was walking around looked at us a few times and walked away. On our way out I asked her if she saw that we needed help, she said yes with a smirk. We went to Dynamite, and have to say.... very different experience. Needless to say, I will not go back.

Ordered 5 items. Returned entire order (all 5 items) in same package. No refund. Called Gap. Was told to wait another week. Waited. Received refund for 3 items. Received another refund for 4th item. Called Gap again. Was told a ticket (or some similar ** was created). Still no refund for 5th item. Went online and read reviews. Many people reporting same experience. SCAM. Gap wants you to give up and they keep some of your money. What serious company issues separate refunds like this anyway? Gap used to be very reliable. Not now.

I have had issues with both of my two last packages. The first was sent to the wrong address. I never got it. They did refund my money on that. The second order was sent back to them from the shipper. They did not bother to give me a credit until I called them. They refused to replace it as the credit had not cleared yet, so I have nothing from them. By the time I get the credit, items will no longer be on sale and they might then not have my size. They did not care about the customer at all. Even the supervisor does not care. They will not do anything to help. I spent an hour on the phone for nothing.

Return policy is terrible as is customer service. I took online order to store to return/exchange, was told had to go through customer service. Customer service chat stated they could not process return/exchange/credit because past 30 days but that I could send to Thread up and if they wanted product they would send me a GAP store credit. They still have the product online and in the size I need exchanged. They have lost a customer (all brands) for life.

I bought a jacket, was way too big. Because I am a busy man I missed their return window (30 days), however unlike other companies Gap does not allow exchanges for in-store credit. So I'm sitting here with a jacket in its original packaging, tags, and receipt but am unable to return. Very scammy company, will no longer shop here.

I would like to cancel my order because you are partnered with scammers at Super.com. After payment I saw a popup in your app offering a $20 cashback, but it turns out it's not cashback at all—it’s a subscription! There was no mention of this anywhere. To unsubscribe, I was required to call them because the “we are sorry to see you go” button is a fake. It's a deceptive way to get my money under the guise of a "misunderstanding." They have already charged me for a "trial," and now they refuse to delete my account, along with all my payment details. I trusted you as a customer, but this feels like a complete fraud.

I am submitting this as a warning to those who use the GAP website. GAP USED PAYPAL PAY-IN-4 TO CHARGE NOT ONLY THE FULL COST OF THE PURCHASE (ie. $60), BUT ALSO CHARGE 1/4 COST OF THE SAME PURCHASE AT THE SAME TIME (ie. $15) FROM OUR BANK (ie.$60 + $15= $75). To start at the beginning of my complaint: I placed an order on the GAP website. I used PayPal Pay-In-4. As you may know, PayPal Pay-In-4 divides the price of the purchase by 4, and the customer can pay for the purchase every two weeks until the purchase is paid. PayPal noted on their website that GAP not only deducted the full cost of the one item (ie. $60) purchased, but they also deducted the PayPal Pay-In-4 fee (ie. $15) from our bank. GAP was only supposed to charge the Pay-In-4 fee (ie. $15).

I ordered a number of items online as Christmas presents for my grandchildren. One item of 10 was missing. It was part of a sweater pants set. I went to my local Gap and they told me it would be no problem to call up the Gap customer service number and they would drop ship the item rush delivery so I would have it by Christmas. My first reach out to customer service was via email "we will not refund you". I never asked for a refund, I asked for the item I paid for but was not delivered. One worker explained to me that when there are items that are separate, they are sometimes misinterpreted as a set and you only get 1/2 of the order. Another worker told me to just reach out to my credit card to deny payment. Basically, they hire a bunch of workers to say "I am so sorry this happened to you". I was told a supervisor would call me which never happened.

Ordered a cashsoft sweater for $47, received it with price tag attached for $34.99. Called customer service and was told they would contact the store and they may or may not issue a refund for the difference, I would just need to wait and see. I guess they decided not to, I never heard anything back, it's been about 2 months.

I ordered 7 items. Received only 6. They are making it impossible to either send me money back, or send the item itself. They are keeping my money and saying I have to solve it with my bank. They said they are denying my claim because I only have ever ordered twice with them. My order history is not robust enough for them to accept my claim. Shameful business practice in other words called STEALING FROM CUSTOMERS.

I should read this review!! I encountered the same problem. I ordered some items for Christmas, got an email saying items were delivered but I hadn't received anything. "I called in to Gap and was told to fill out a form for my grievance and was told they would get back to me. Next day received an email saying there was nothing they could do. No refund but to continue your shopping with them." - copied from another comment but that literally happened the same to me. Now I have to file a dispute through the bank, with not guarantee I get the refund back. Why they just can't give the refund back. Very annoying!!

Horrible customer service with them. I ordered some items for my son for Christmas. Got a email saying items were delivered but I hadn't received anything. I called in to Gap and was told to fill out a form for my grievance and was told they would get back to me. Next day received an email saying there was nothing they could do. No refund but to continue your shopping with them. What a joke. That will never happen again. I have a gap card and had to file a dispute through the bank. Now waiting on a investigation to be completed. What a waste of time.

GAP was horrible to work with. I ordered CASHSOFT pants twice and they came wrong twice. They then said the item was no longer in stock. I did receive some GAP CASH which is a joke because in order to use it you need to spend another $100 to get the discount. I did place an order and now a week later, one item is stuck in the mail and the other hasn't even shipped yet even though I got an email stating it shipped and was on its way. I would strongly suggest looking elsewhere for clothing.

I’ve had a horrible experience with Gap and their customer service. I made an order but needed to exchange 2 items. Gap makes you call to make an exchange and you must place a new order. So I spoke to someone about exchanging two items. I then get an email confirming my exchange except it was completely wrong. So I had to call back and place yet another order. When I received the new items, I then sent back the original ones and the incorrect ones I was sent. Fast forward 2 weeks and I get an email confirming my return… of only 2 items! I sent back 3 items! I have now contacted Gap numerous times to try to get this sorted and was finally told it was being escalated. Here we are weeks later and I have not heard anything and not received a refund for the 3rd items. I have never had such a bad experience with a company before and will definitely not be ordering from Gap again.

I shopped early for Christmas their sale online, I received an email Saturday that my order of ALL 10 ITEMS were delivered!!! I did not receive any of my items and when calling the customer service line they stated I would have to file a claim online and then wait 10 business days for a refund! I was concerned about missing the sale as I ordered from Gap for that very reason, they simply stated that I could either pay another $120 for my order or wait for my claim to be “investigated” and a refund sent in 10 days! I’m totally disappointed and when I asked for a supervisor they would not transfer me to one and said someone would call me back the next day! Here I am writing this review 3 days later and news flash NO ONE HAS CALLED ME!!! Don’t order online. A big fat scam!!!!

From now on, I will never buy from your store again because of the lack of responsibility in losing customers' goods without being able to provide a reasonable solution. The lack of professionalism in customer care, the goods only have the street name but not the customer's house number, leading to lost goods and shirking responsibility when customers call to complain. My friends, my family and I all like your brand, but from now on we will stop shopping from you because of this lack of responsibility. It's funny that I only received the street name without the house number??? I don't know how I received it???

Horrible customer service. They cancelled out my order due to my shipping it to my son at college. He needed for an event on a certain date. I ordered it so it would arrive there in time… then after telling me they could ship it no charge to me… the person I was transferred to told me I’d have to fix it myself. The email was mine… connected to the order. I just hung up on her… I won’t be replacing the order. TERRIBLE.

WARNING WARNING WARNING — DO NOT ORDER FROM GAP!!! GAP HAS TURNED INTO A FAT SCAM!! This store is awful. They stole my return money and made the return record disappear from my account. Even with the tracking number showing that the items were returned I haven't been able to get my refund. They have told me they will "investigate" what is going on. FRAUD is what is going on!!!

WARNING WARNING WARNING — DO NOT ORDER FROM GAP!!!

On the phone for 1 hour trying to place an order. Transferred 5 times... Why? I have a GAP Card with a zero balance and I was denied about 20 times. They couldn't figure out what was wrong. I may have a faulty card. I was told I would receive a new card in 10 to 15 business days. Keep an eye out for a white envelope. Are you serious? Thank you for calling GAP. Just a side note, I'm an excellent customer. I pay my bill, before my bill is due. I order all my grandchildren's clothing from GAP & Old Navy. So, when I wait 10 to 15 days for a new card, what should I do about the large order I want to place? Crickets.... Just not happy at all.

This was the worst experience I've ever had dealing with an online shopping order. I placed my order on the 8th of August. They sent me a text message to verify that it was me and not fraud I verified everything and even received the order confirmation. Today on the 9th I get an email stating that my order that cancelled and to call customer service to verify my banking information to have the order replaced.