Gap Reviews

I recently had a transaction come up at my bank that was obviously fraudulent. I tried calling GAP customer service to acquire information for my bank to dispute the transaction with it using my debit card and other personal information. The rep. couldn't understand that I was trying to verify the purchase was actually made through them, even going as far as saying they can't look up the purchase using the information unless it was through some of their on brand credit accounts i.e. Banana Republic, Old Navy. The fact they cannot verify a purchase was made on their website using the purchasing method information smells of something shady.

I purchase a pack of "5" Gap Body Seamless hipsters from Sam's Club, when opening the package at home I found only 4 pair. I contacted Gap Customer Service and they told me I had to take them back to Sams. Excuse me, but it wasn't Sams that packaged the product. Why can't they just send me the missing pair instead of making me use my gas and time to correct their mistake?

This company is trash when it comes to accountability. I’m a credit card holder who purchased some clothing while on vacation for my children. Upon returning home the merchandise was too small. I googled the nearest store and they all are permanently closed. At that time, a call was made to the Gap customer service department and the representative explained to me it could be returned to the warehouse upon receiving a shipping label. The instructions were followed accordingly and the merchandise was returned.

I purchased a hat from Banana Republic. The Gap Company of their online store. They sent me a defective hat. I called customer service, they stated the next day I could go to the Banana Republic Store in Tysons Corner Center and they can exchange the hat for the same style hat. The Store representative refused to exchange the hat for me at the Banana Republic Tysons Corner Center. I called customer service back they were not helpful. Claiming they were only online.

I went to the Gap store Knoxville at West Town Mall a couple of months ago. When I went to the register I was offered a credit card by a large man with red hair. He told me that I would get a large discount whether I was approved or not and was told that it would be a soft pull on my credit. Not only was he not clear if I was approved and it was a hard credit check as well. I am upset I was lied to.

Gap Canada cancelled 4 orders "due to a potential fraud alert", all of them with Paypal payment. 2 were with my husband's account, 2 with mine. Finally I was able to speak with "Research", who refused to tell me why my payments were not accepted. I understand they prefer to be given a credit card, but if the Paypal option is offered and not honoured, no explanation given and no remediation except to go to a Gap shop and order from there... Apparently, they can refuse an order. To me sounds like they do not need our business.

I recently placed an order with GAP totaling $132.00, and unfortunately, it has been an absolute nightmare dealing with their customer service. Despite paying for my merchandise, I never received it. Firstly, the shipping process was excruciatingly slow. Weeks went by, and there was still no sign of my package. When I reached out to customer service for assistance, they were unhelpful and seemed indifferent to my situation. After multiple attempts to track down my order, all I received were generic responses and empty promises of investigation. It's clear that GAP lacks the basic courtesy of keeping their customers informed and addressing their concerns promptly.

Ordered 2 pair of jeans, different colors. One pair frayed at bottom and not hemmed. Best offer was to return item, wait 2 weeks for refund then they would ship new item! Not my fault item was defective!

I had received a Gap gift card from work from like a secret Santa at Christmas time and when I went on-line to use it, it was very difficult to navigate and then I never received my order and when I called customer service all they could say was sorry so I never got anything and no refund, no nothing!!! All she said was thank you for shopping at gap!! Horrible experience! Don't shop here, they will rip you off and not care! Waste of time and a horrible gift!

I have placed online orders with both Gap and Old Navy. Each time, 7-10 days after purchase I get an email saying items are out of stock. I don’t know how they don’t have better control of their inventory. There has to be a disconnect in their system to validate inventory before allowing an order to even process. This organization is way too large and has been in business way too long to have these types of disconnects. I’m done, no more purchases online or in-store for any of their products. They need to fix their system or discontinue online ordering. Horrible business processes. I’m returning the available items when I receive them!

I ordered almost $100 worth of organic cotton clothing from GAP that was on sale. They sent my package and didn't include the underwear I ordered. They refused to refund me or send me the product they did not include. They wouldn't even tell me why they denied me. So I'm returning all my items back. Most companies always reconcile something damaged or missing. Terrible company for robbing us working people of our hard-earned money and not giving us our product. I will NEVER shop at GAP and will encourage everyone else to stay away from them. A million-dollar business taking our money. They also told me to dispute it with the bank. I'm like this isn't a bank problem, you refuse to give me the money back for a product you didn't send me. Sad and I can see why they have such a low score here on this site. Terrible.

I'm done with Gap/Old Navy. I placed an order for 5 items, received 3. Sent a chat the same night I opened my package and was sent a link to file a claim. My claim was denied the next day. I called to find out why and the customer service agent said they don't have any information. So, I've just given them $46! Hope they send me a thank you. I will be returning the items I purchased because it makes me sick to even look at them.

Bought about 6 items and received a package that looked like bag but had shoe box with some returned shoes in it. After more than 2 hours on hold my issue cannot be resolved. They have people working for them that scam people. Will never shop online again.

I bought Jeans in December 30 and tried to return on January 31. The salesperson said I only had 15 days to return as they were a “holiday” special! Returning one day late and the manager would not even give a credit! Bad store policy. Wouldn’t ever buy anything from GAP again!!

My first order from Gap in at least a decade will be my last, and I haven’t even received it yet. Free 10-day shipping if you spend enough. Seriously? By the time I saw that update online, it was too late to cancel. What a joke.

I received GAP jeans that were oddly proportioned. I opted to return them using a QR code as I don't have a printer and our local GAP went out of business. I received a return label instead of a QR code and both chatted and called customer service with the same result. Both suggested that I 1) drive several hours to the nearest GAP store to return my item or 2) pay UPS to print the label they mistakenly sent me. Both told me that since I got a label the return was "closed" and they couldn't generate the QR code I had requested. Horrible service that I feel is designed to get me to give up and keep the item. I will NEVER purchase another item from GAP and likely won't from Athleta or Banana Republic either again since this is the same company. I feel like they are going down and are changing how they treat customers to try to stay afloat.

I have been buying Gap jeans for the last 30 years. My last two purchases. The jeans have ripped within 4 to 5 months along the areas where they were stitched. I love the way they fit, but the quality has led me to look elsewhere.

My wife purchased two items online for in-store pickup. The items were then split up between two stores which makes no sense. Went to store #1 to pick up and waited over an hour to only find out the item was not there. The other store closed by the time we got there for the 2nd item. Come to find out there is an expiration date to pickup the items which was the day we tried to pick them up. Refunds were issued although she wanted the products. The online chat offered a 15% coupon which any customer can find online or via an ad. There is no customer service for time wasted and not receiving a product which was paid for. Gap takes your money quickly but does not fulfill its end of the responsibility and cares so little for its customers. Will never shop here again.

I paid for 280 dollars worth of clothing and the delivery company Gap uses refused to deliver my packages. So they sent them back and gap still charged me saying I received my packages. They have no one in customer service that is fully competent to resolve or understand the issue. Stay away from this horrible company. I’m happy they are going out of business.

Ordered a hoodie. 60 bucks. 4 days later they mark it down 40% off. 26 and some change. Gap customer service refuses to price adjust even though it is within their 14 day period. Argue with me that the 40% discount doesn’t it count for me since I orders on the 12th and today is the 18th. And the discounted price ends on the 19th and I go, "Yes. Today is the 18th. It’s been 4 days." How ridiculous to have that policy and not use it. I definitely won’t shop with them again since they can’t follow their own policies. It is absolutely cheating. Hoodie is decent quality. I’ll go back to Target.

Bought jeans. Decided to return them. I brought the wrong bill. They couldn't even tell me it was the wrong bill. They said it wouldn't scan right and then I went out of my way just to return 20 miles and then I got home. I found the right bill, phone them back but I was short by 2 days on the date to return so they wouldn't even give me a credit or exchange. Very poor policy. They told me they just change this. They didn't tell me that when I bought the jeans and I see hundreds of bad reviews from people shopping online so I won't ever bother and I told them that, "You can't expect to stay in business when you don't have good customer service and satisfy customers. Your loss." and it will be.

Purchased an item online. Most of it came on time. Item I was trying to return was past 30 days from....when you order it?? They would not accept...even at a reduced price. I really will try to NOT buy here anymore.

I made an online order on 9/8/2023 and the delivery date was 9/14/2023. I called the customer service. They confirmed that it will be delivered on 9/20/2023 but now still not received. The customer service agent sent me an email as a special treat (10% discount) on next order but I told him that I will never buy anything thing from this bad store since they have a very bad service.

Tried to make a return or exchange for a duplicate item. The rep stated it was over 30 days and would not work with me. Other reputable online stores appreciate their customers. They actually count from the day the item is shipped. What a poor policy. I have made many purchases online and this is the first time I have been denied a return or exchange. Very unpleasant experience. So disappointed.

I bought some clothes online and didn’t try them on until 2 months later. After finally trying them on I don’t like a few of the items I bought. I didn’t realize their return policy is only 30 days. What reputable clothing company only accepts returns within 30 days?! This isn’t Forever 21 here! There used to be 2 Gap locations near me and now they’re both closed. The only way for me to purchase Gap clothing is online. This really hurts their business if they treat customers who purchase merchandise online this way, because no one is buying in their stores anymore either.

I want to start off by saying that I have never made a bad review. But I have used online shopping since my work schedule does not allow me time to go to stores. I am very saddened by their return policy. I have dealt with big companies to mom and pops and they always make sure to try to assist you with your concerns. So I tried returning unworn clothes to Gap but I was informed that their return policy is 30 days only. All they could do is offer me 10% or 15% for the next time I shop. I wasted $180 on this clothes and all they said was sorry. I am very saddened and I will never shop at Gap, Banana Republic or Athleta.

I called GAP again (they never bothered to reply to this complaint), and this time the representative gave me a refund for the missing item and placed a new order on my behalf (for the same price and waived the shipping fees).

When I tried to return maternity jeans that were purchased as a gift, I was told the window for returns was closed. They were delivered on May 4th and I tried returning them June 3rd. I was told that they started counting the 30 days from when I ordered. Firstly, the policy is not stated when ordering! You are expected to search for the return policy as you shop. If returning is not my intention, I am not looking beyond the items that I am shopping for. No one was able to help me with this. As far as I see it 30 days from when I received the items is a fairer policy.

I have had such a struggle communicating to Gap that I never received the $400 worth of items that were supposedly delivered. Lasership says that package was delivered to me in person but cannot provide proof of signature and refuse to clarify further when I said I was not the person they gave the package to. I have tried explaining that to Gap through chats, phone calls, and emails and they refuse to resend or refund the purchase. They used a company that fraudulently claimed delivery and are saying it is my error for losing package that was never handed to me. Their customer service is laughable poor and their handling of this situation proves that they're just a giant corporation who do not care about its customers. Four hundred dollars is a significant amount of money and their disregard for this situation claiming I should just accept their refusal for refund is atrocious. They even offered me a coupon for further purchase. What a slap in the face.

What other customers are saying is completely true. They have a 30 day return policy which counts after the SHIPPING date, not the DELIVERY date. Which means that if there is a delivery delay from their part, you have way less than 30 days to return your items. On top of that, there is NO EXTENDED HOLIDAY RETURN POLICY. Which is ridiculous given that there are guaranteed delays in shipping anything during the holidays. Never buying from them again.

Gap only gives 30 days from ship date to obtain a refund. I was just forced to take a gift card for a return for a Christmas gift that didn’t fit. If you are buying Christmas gifts in late October, you won’t get a refund from the Gap.

Do not order anything online from GAP because they have a “30 day return policy” that starts from the ship date NOT the delivery date, which is total B.S. so even if there is shipment delays on their part and you receive the items 10 days later and they don’t fit, and there’s no GAP store near you they don’t care. They will not honor a return or exchange from the date you received the items. It’s ridiculous honestly because the items aren’t in your possession until it’s delivered. I am a GAP/Old Navy credit card member and they have made a lot of money off of me from clothing/school uniforms etc. I will be closing my account and I will be boycotting all of their affiliate stores because their return policy and customer service is stupid. Also—why does the quality of the clothing not the same across the board? So disappointed in how they treat customers.

Went to the Gap today in the Galleria Mall in Garden City today. Had an issue with a gift card I had, first the cashier kept scanning it over and over, she calls over the manager and she pretends she knows what she's doing but don't. I and my boyfriend even went step by step with the instructions on the back of the card, she just kept saying, it's not working, it's not working, it's not working. Let me add the card was not defective, I called the customer service number on the back. Either the store's scanner isn't working properly or the cashier and manager are clueless. If you're going to give someone the title as manager, they should know what they're doing. That wouldn't fly where I work. Plus the manager had an attitude.

I ordered school uniforms for my children and need to return 2 shirts and 2 pants, but their return policy changed in May 2022 and require returns be completed within 30 days of the shipment. The items I want to return were shipped on September 27, 2022 and it is October 31, 2022 and they will not accept my return. The kicker is that one item from my order has not even shipped yet!!! It’s ok for Gap to delay in getting products to us, but we cannot be 4 days past their “new policy” date to accept returns! Order from ANYWHERE else. If Gap can’t stand behind their products for 34 days, then I’ll spend my money elsewhere.

Purchased an $80 pair of jeans that fit great when I tried them on in the store. Washed in cold water and dried on low and now they are an inch shorter and I can't zip them. Woman at the store said no return because they were washed even though the product shrunk way more than I expected and planned. No more GAP clothes for me.

I placed an order with Gap that was assured to arrive within 5 business days. IT WAS A WEEK LATER when it finally arrived. I need the items for an event so I was left scrambling at the last minute to find the items and buy them. The GAP website continued to show the items arriving on time, but the UPS tracking showed the true delivery. The GAP online experience is horrible and deceiving.

I always shop at Gap store online. This month I ordered from Gap, 7 items and when I received my delivery they sent me Old Navy blouse that's not even in my order. I was so disappointed and frustrated because of the hassle and stress that it cost me from calling them, to returning the wrong items delivered and receiving my correct refund. Now I'm scared to order online because of this incident.

I ordered 2 dress online and received my order not only late but both dress still have the store plastic security tags attached!!! I spent hours trying to remove it and hurt myself so I contact customer service and request a printed return label to send to so I can return it. They refuse and said company policy do not send out printed return label to customer. I already told them the nearest store to me will be hours for driving so I need to return it by mail but I don't have a printer to print, they still refuse to send me the return label and demand me to drive hours to the store to have the plastic security tags remove from store. They are using overseas CS for online chat so they do not care how their customer felt and they don't care about return customer.

I ordered 900 dollars worth of clothes from Gap in May with the expectation that I could return them in May. Gap changed their return policy in May. Prior to May returns were accepted for 45 days. In May they changed it to 30 days BUT the small print is that shipping to and from the warehouse COUNTS as part of the 30 days. I also got COVID in May and so was not able to return the clothes until June. Gap is refusing to accept the returns even though they were all returned to the post office prior to the 30 day deadline. I have lost nearly a 600 dollars of money that I worked really hard to earn because of a policy change I did not know about at a time when I had COVID and could not return item.

My mother has been buying clothes online with GAP for 3 years and in Nov. 2021 she bought a $100 Gift card which I never received. I called on boxing day and after spending a painful hour speaking with 3 different persons, I was told someone else had used that gift card (even though I have never received it). I was also told they could clearly see on their system I had not received the card, but there was no money remaining on it. After that I was told I would receive an email from their fraud team, but I am still waiting 2 months later... No one managed to follow-up, nor took the time to fix this issue and get the problem sorted. I have just spent another 45 mins, spoken with 3 different teams, and again: no one is capable to fix it. They are asking me to send an email to customer service... There is absolutely no ending to this black hole. They are only interested in taking people's money and don't care about their customers.