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Ridiculous New Exchange Policy
Posted by Queenoid on 12/15/2006
Gap has instituted a new, tough exchange policy. Absurd new exchange policy. My 8 year old daughter received an exciting pink lacy Gap shirt for her birthday. She's pretty big, and I went to the store with the unworn, unwashed, tags-attached shirt to exchange it for a size 10. Even exchange. They won't do that anymore. With no gift receipt, here's what you have to do: Return the shirt, fill out form, wait, and then receive a MERCHANDISE CERTIFICATE for a refund. Since my daughter was so excited about the shirt (and I didn't realize how nutty the new policy was) I had bought her one in the size 10. Now she has a shirt and I have a merchandise certificate that I don't want. Gap may think that it is a)cutting down on fraud and/or b) making two sales instead of one, but in fact, it has achieved c) which is to tick off a pretty good customer, waste her time and convince her that it is not worthwhile to shop at the Gap. If I want to be treated as an assumed defrauder, there are plenty of rock-bottom discount stores where I can shop and be treated that way. Grrr. I spoke with customer service, and that's the policy. No ifs, ands or buts.

     
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Posted by Hugh_Jorgen on 2006-12-15:
Why is it no one ever blames the thieves and fraudsters for forcing retailers to crack down like this? I'm sure the Gap, Target, et al would like to go back to the "good ole days" where you could return anything at any time for any reason without a receipt, but the losses made that old policy impossible to live with. We see this complaint about some retailer daily and the solution is simple - keep the receipts. Sure this was a gift, but the tags were attached, so where's the harm in giving the receipt as well? This is even more true if you are the purchaser - keep the receipt until you are certain you won't return the item - problem solved.
Posted by Anonymous on 2006-12-15:
I do not feel obliged to believe that the same God who has endowed us with sense, reason, and intellect has intended us to forgo their use.
- Galileo Galilei
Posted by Anonymous on 2006-12-16:
Agreed with the above posts. You can thank the thieves & scammers for stores cracking down on returns without receipts like they are. What are the stores supposed to do, continue losing money? Businesses don't work that way.
Posted by queenoid on 2006-12-16:
Hey, folks, let me reiterate that I was only asking to exchange a brand-new size 8 for a size 10. And it would have been simple if my S-I-L had included the gift receipt, but she didn't. And I didn't even complain that they wanted my name, address, birth certificate and a DNA stamp, because I know that some people do steal and then return. But all I was asking was an even exchange. I don't see that they would have lost any money on it at all.
Posted by Anonymous on 2006-12-17:
But, you had no receipt to back you up. That's why the store was not willing to just do an exchange. No one here is accusing you of scamming the store. What were were saying is you can thank the people who are thieves & scammers for the stores cracking down like they are on returns & exchanges without receipts.
Posted by rhondam718732 on 2006-12-18:
Queenoid: I'm with ya. I do usually say that people with no receipts should not complain about the rules. BUT, in a gift situation for an even exchanges, it does sound like GAP is making it difficult. You have to turn in the merchandise so they can of course sell it immediately but the customer has to wait for a credit? Arghhhhhh.
Posted by Let Me Talk to Your Manager on 2006-12-18:
The problem is not thieves vs. innocent people, it's corporate policy vs. common sense. Any idiot could have seen it was an even exchange, and any private store manager would have fallen all over himself to help you. The problem with corporate retail is that no one THINKS anymore, they just follow the policy and shoo you away.
Posted by jkham310 on 2007-01-12:
This is just silly! I recently had trouble with a return to Gap. I used a ten dollar reward that I had to purchase 200 dollars in product to earn which is the only reason I have a Gap card at all! I purchased a skirt I love for my daughter for about 14 dollars. I paid four dollars good deal right! Now, when I returned it I asked for store credit so I could still use my 10 dollars off. They said no! On a return you loose the 10 dollars! She said it would be "cheating" the store. I said how is it "cheating" if I still purchase it in the store? They wouldn't budge even the manager. I called customer service and he said I could still use my 10 dollars on another purchase. They were wrong! He made it right! Customer Service Finally! Too bad I had to waste so much time.
Posted by Anonymous on 2007-03-04:
Well you claim you are a mom but you don't act like one. You think and act like an eight year old. The rules are for everyone they are not going to treat you special, but this letter makes you seem to have the iq of an eight year old so they would explain why you think you deserve better treatment than other customers.
Posted by Mrs. D on 2007-06-25:
A lot of consumers fail to understand how prevalent theft and scamming is. In this instance, the GAP has begun to assume that anyone without a receipt has stolen the product they are trying to return/exchange and are trying to receive a free item. Most upscale shops, who can afford to have a larger staff to monitor LP, still have an "open door" return policy, where you will receive at least merchandise credit for an item without a receipt.
Posted by queenoid on 2007-06-28:
Hey, Ghostbuster - why the hostility? That seemed like quite a flame for my complaint! What's the deal? "Rules are rules" is the type of thinking that puts that high-school kid in automatic suspension for having a table knife in his pickup after helping his grandmother move!(remember THAT insanity?) And if I had thought and acted like an 8 year old I would have started to cry in the store, which I assure you I didn't. The point of this discussion board is to discuss retailer policies.
Posted by queenoid on 2007-06-29:
Never mind - Ghostbuster either removed his/her insults himself or someone removed them for him/her.

And here's one thought about the "no exchange because I might have stolen it" approach - which I do understand. Don't like, but do understand. Let's say I did steal it - if I exchange it for the same item and mine is completely ready to put back on the rack, how is it any skin off their noses? I just would have been an incompetent thief! Not one who is getting a store credit or money back. . .
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Racist Behavior
Posted by Tomiko on 03/07/2008
SEATTLE, WASHINGTON -- I walked into the Gap in Seattle on March 6, 2008, at 4:15 p.m. I asked the sales representative behind the counter for service after she was finished with another customer, I asked if they had any leggings she said she would have to find out. After she was finished with the one customer she totally ignored me, so I went to the next sales representative and I explained to her calmly what had just happened and really there wasn't a difference from that sales representative in the lingerie department, I found a dress and a pair of shoes that I went on ahead and paid for, I gave her my credit card in her hand and when she was through she through my credit card on the counter and would not give it back to me in my hand. I told her was very dissatisfied with her and the other lady's service and her statement to me was she tried to do everything to could to help me. It made me even more angrier and didn't yell or anything, but I asked her for the manager and she would not get the manager for me. I did let her know that I will be calling corporate office. It didn't matter what race that I am, but she didn't seem to care, what kind of service is that. I will have her to know I am a secret shopper "busted". She just made the Gap and Banana Republic look really, really, bad. They have a tendency of treating black people with such disgusting service and they make up most of the consumer sales. I have never seen such hatred towards black people before. This really saddens me to know that racism is still well and alive!!!!!

Black people STOP PUTTING YOUR MONEY INTO STORES THAT DON'T WANT YOU IN THERE. THEY SHOW YOU BY THEIR ATTITUDES!!!!! LOOK AT THE MENS BANANA REPUBLIC THEY TREAT BLACK MEN SO TERRIBLE, AND THE BLACK MEN THAT CAN'T FIND THAT ITEM ANYWHERE ELSE WILL GO AHEAD AND BUY THE ITEM. DON'T DO THAT, STOP IT!! STOP PUTTING YOUR HARD EARNED MONEY IN PLACES THAT WILL NOT TREAT YOU AS HUMAN BEINGS!!!!!!!!!
     
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Posted by Starlord on 2008-03-07:
So you are a secret shopper, eh? Well, nice to meet you, I am the queen of Spain. I was a secret shopper for a restaurant chain back home, and if there was a problem it went into a report to the company, not published on the internet, if we had had the net then. If you are a secret shopper, that information belongs to the company, who pays your salary. I saw nothing in your post that was evidence of racist attitude or behavior. If I were your boss, you would not be a secret shopper for me anymore, or for anyone else, if I had anything to say about it. You have made confidential information public. That is a betrayal of trust the company put in you.
Posted by Anonymous on 2008-03-07:
ROFLMAO, if you are a secret shopper do you get the decoder ring???
Posted by Anonymous on 2008-03-07:
I thinks she must be off her medication.

She seems to have difficulty picking up her credit card from counters.
Posted by madconsumer on 2008-03-07:
all this because the sales person would not place your credit card in your hand? and this was race related?

after a re-read, i think it was you, the poster who is racist.

as a secret shopper myself, if you dare tell your story, you will lose your shoppers advantage. secret shoppers are to go shopping and be 'non confrontal', and just give facts. you broke the rules, and i do hope you are dismissed as a secret shopper, as you give the rest of us bad names.
Posted by jktshff1 on 2008-03-07:
Eileen finally lost her phone!
Posted by yoke on 2008-03-07:
First of all you were rude from the beginning. She was with another customer when you started asking her questions. You shouild have waited and when she was done with the customer ask her the questions needed.
How was this race related?
Posted by spiderman2 on 2008-03-07:
I'm a secret shopper too, I don't tell my husband when I shop! I hve plenty of customers who put their credit card on the counter instead of handing it to me. I don't think that this is a racist action, I just think it is poor manners and we all know poor manners are not limited to one race.
Posted by Hugh_Jorgen on 2008-03-07:
From the only posts Tomiko has ever made here it is quite apparent that this person is someone that sees racism everywhere they look, whether it exists or not.
Posted by jktshff1 on 2008-03-07:
Racism exists in all colors.
Posted by Principissa on 2008-03-07:
The girl was racist because she didn't drop everything she was doing to go out of her way to help you and the other girl is racist because she wouldn't put your credit card in your hand. This isn't racism. Where they screaming racial epithets and telling you that they won't serve you because you are black? NO. You went up to someone who was busy helping someone else and instead of waiting your turn you immediately ask that she stop what she's doing to help you. You were demanding and rude. You are not going to get stellar service when you walk up to someone like you're queen of the world and expect us little peons to bend over backwards to help you.
Posted by yoke on 2008-03-07:
There was racism, but not on the part of GAP. There was only one racist there that day.
Posted by DebtorBasher on 2008-03-07:
You feel that not placing your credit card in your hand is racism? LOL...many times, I've had cashiers lay my card on the counter and many times they were black...so, do I have a discrimmination suit that I can file against them...I've also had the same thing done to me by a Korean and Indian person...wow, I can make alot of money from this!

Have you NEVER had a black cashier lay your credit card down on the counter? Yes? No?

If you're a secret shopper (which I'm doubting by your comments)...your responsibility is to report your experience to who gives you these assignments. You wrote this as if you were a customer of not only the location above, but also the Men's BR. My question is, how many times have you been assigned to this location
as a secret shopper? And if you shop there on your own, why would you do so, if by your experience as a secret shopper, knows how they treat their black customers? It has been my understanding that the stores themself are the ones that hire the secret shoppers, so they will have some feedback on how the customers are treated. For a secret shopper to go online and post "OPINIONS" like this, I am sure are against their rules, and to tell people to "boycott" their stores, that's just wrong. That's NOT for the secret shoppers to decide, it's to be reported in the proper way, the way you agreed when you signed up with them so they can correct any actions from the business' as needed.

Kinda makes you wonder (and this isn't directed at the poster, but just a comment in general) what happens if a racist person...black, white or whoever...becomes a secret shopper, and how valid are their claims against a business.
Posted by Principissa on 2008-03-07:
DB cashiers put my card or change on the counter all the time. I have 10 working fingers, I just pick it up, take my receipt, smile and tell them to have a nice day. I'm not going to make a global issue because they didn't hand my money to me. Now I know that they are all racist, and that's why they don't hand me my change. Whooda thunk it.
Posted by Anonymous on 2008-03-07:
Tomiko, when you confront a situation, try taking color out of the situation and take another route to resolution. Hopefully, you will be able to see that racism isn't always the problem. I truly believe that false claims of racism is what is keeping it alive today. You can actually make a difference in fighting racism by looking inside yourself.
Posted by Anonymous on 2008-03-07:
Based on the way your post here reads, couldn't it be possible that her reaction to you was because you are just a little bit obnoxious?
Posted by sarahnkrystal on 2008-03-07:
When I worked in retail, I tried really hard to hand people their cards and stuff in their hand, but some people (anyone I heard coughing or sneezing) got their change, card whatever put on the counter in front of them, and I would cover my hands in Purell as I told them to have a lovely day.
Posted by Anonymous on 2008-03-07:
This post is so ridiculous it's not even worth commenting on.

ps) "Black people" make up about 13% - 17% of sales, they do not make up most of the consumer sales.
Posted by lobo65 on 2008-03-07:
I am sorry, but your company called to say your race card has been declined. Is there any other form of entitlement you would like to use at this time?
Posted by MSCANTBEWRONG on 2008-03-07:
I don't see where the GAP was racist in the least. It sounds as if you went in there with a chip on your shoulder, didn't have your behind kissed and copped an attitude...sorry this one doesn't hold water!
Posted by Anonymous on 2008-03-07:
Tomiko IF the service was that bad then why did you make a purchase after all that? Knock that chip of your shoulder and get on with your life. Racism my eye!
Posted by bunnydoll on 2008-03-07:
maybe racisism is a way GOD weeds out those who really have not accepted his grace but sit in church just to occupy space while they secretly go about their closet sins,and it's not just a black&white issue,know what I mean? get it out of your system if you have any plans to be in heaven one day.wonder how long you would remain a secret shopper if the company who hired you really knew you?
Posted by GothicSmurf on 2008-03-07:
Lobo- LMAO
Posted by Anonymous on 2008-03-07:
When I worked in retail, I would not hand the credit card back to the customer until after I compared their signature to the the signature on the back of the card.
Posted by A McCommon on 2008-04-02:
As an African-American who shops regularly at Banana Republic (my favorite clothing store), I do have to say it depends on the store. I live in Atlanta, and the Atlantic Station store is racist. The Vinings Jubilee store, however, has the best customer service of ANY clothing store (Banana Republic or otherwise) I have frequented. The Perimeter location has pretty good customer service, but not anything that really stands out.

So I don't think it's a company-wide issue.
Posted by okimot on 2008-04-14:
If you shop at any store that under pays it's workers and over charges it's patrons then unfortunatly you become apart of the problem. Did the Seattle Lady make a purchase from the little Gap Pig that waited on her? Our power exists in our ability to make decisions that we can live with. If you want things to change, stop buying into the present or the past and save for the future. The idiot cashier at the Gap or any Gap for that matter is not racist. They are just selfish and inconsiderate to anything but their piggy goals. Don't get excited...just cut them off. Sell your stock holdings. Pull away from any relationship with these companies. Open your own store. Tell your story. And Don't let anybody tread on you ever! Power to the People!
Posted by okimot on 2008-04-14:
If you shop at any store that under pays it's workers and over charges it's patrons then unfortunatly you become apart of the problem. Did the Seattle Lady make a purchase from the little Gap Pig that waited on her? Our power exists in our ability to make decisions that we can live with. If you want things to change, stop buying into the present or the past and save for the future. The idiot cashier at the Gap or any Gap for that matter is not racist. They are just selfish and inconsiderate to anything but their piggy goals. Don't get excited...just cut them off. Sell your stock holdings. Pull away from any relationship with these companies. Open your own store. Tell your story. And Don't let anybody tread on you ever! Power to the People! I yam a 'Tomiko' also. Racisim for me is an assumption of Judo ability...wanna trade?
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Excessive donation Requests
Posted by Simo on 09/05/2012
P.O. BOX 487 -- Once again for the 4th time since Jan. 2012,I have been sent another envelope for another donation. I sent $20 in Jan. Since am a *** 100% disabled Viet Nam vet.*** Unfortunately, that's all I can afford with my limited income. The second last request was upped to a min. of $50. Today it's %75. ***Enough already!

That's why I pay my taxes. Under other circumstances, I woul not donate to anyone who requests a min. amount. From now on, they get ***nothing from me! ***
     
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Posted by Anonymous on 2012-09-05:
Since you pay taxes, you should know all donations are tax deductible. They are also voluntary
Posted by DELL Hell on 2012-09-05:
The bad news is they probably collect for a number of charities and have shared your contact info with them. Even worse, then will sell your info many times over for additional income to other charities.
Posted by madconsumer on 2012-09-05:
i found this very helpful, and voted as such!

i give a few hundred dollars to my local firefighter association, and their receipts state, "this donation is NOT tax deductible". some agencies are not 501c(3), therefore the donations are not deductible. only 501c(3) donations are deductible.
Posted by unhappy999 on 2012-09-05:
I get letters asking for donations, I just throw them in the trash. That's usually what happens, if you donate once, they think you are going to keep doing it.
Posted by onlooker on 2012-09-06:
It is most probably an automated mailing program. And an automated 'donation' letter. The Fire Service may not even be controlling the work.

Costs for processing a $20 dollar donation are the same as for processing a $70 donation. $70 is better as a donation.

You can not afford it, you shared what you could, and by paying your taxes you already support the service.

Throw the envelopes away, if you want to make a donation do it at your time, at your amount.
Posted by melissa253 on 2012-09-06:
I don't understand this complaint. Donations are voluntary. If you don't want to donate, throw the envelopes away.
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Return Policy in the Form of Payment SUCKS
Posted by Foxoasis630 on 05/08/2012
AURORA, ILLINOIS -- Quite disappointed!!

I first want to start off by saying I am ("was" now) a 30 year loyal customer. More and more I am disappointed by GAP in the ways they cheapen out the brand.

I live in the Aurora, IL and frequently shop at the Gap Outlet for kids, today I was attempting to return some merchandise that purchased last week, payment was made by check via your ACH method. Funds were withdrawn out of checking account within 1 day. Little did I know that GAP return policy NO LONGER return CASH for checks written - How crazy is that! My question is how do the GAP get immediate access to their funds and I have to wait 5 - 7 days before I get my check in mail.

Collecting interest on all of shoppers by making them wait for their funds - seems like a class action suit waiting to happen.

If I want to be treated as an assumed defrauder, there are plenty of rock-bottom discount stores where I can shop and be treated that way.

     
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Posted by BigAl on 2012-05-09:
I see no problem with this policy. You paid by check which in fact is a form of credit. The money they lose on taking back returned merchandise greatly outweighs a few days of so called interest.
Posted by Ben There on 2012-05-09:
Have you considered using a debit card for retail purchases? The money comes out the same account as your checking, and refunds tend to be faster.

I am surprised the Gap even takes checks anymore.
Posted by SteveWiginowski on 2012-05-09:
Companies often don't know that a check didn't clear until several days after it has been cashed. While the funds may shown (on their side) that they are in their account the next day, the funds may be removed from their account a few days later if the check doesn't clear.

For the company I work for, I've seen checks that we deposit on a Monday get returned back over a week later. I think it's a good policy by GAP to protect themselves.
Posted by No money here! on 2012-05-09:
I think it might depend on how much the refund is. If they don't have that very much cash in the drawer or in the office, they need to send a check. So places limit the ready cash for fear of robbery. Where I worked we were known for not having ready cash, it would be useless to rob us.
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Consumer Service and Lack of Product
Posted by Mgrg1212r on 05/06/2012
MACON, GEORGIA -- The gap store in Macon, GA (new mall) is terrible. We had high hopes for the new store when it moved from the old mall, but it's the same crap. The lack of merchandise is unbelievable and the store is run poorly. Yes folks they brought the old manager with them that is very rude and racist. If you have ever been in the store everyone knows who I'm speaking of because she has been there for years. My wife and I call her Ms. Attitude.

I love the gap but me and several others refuse to go there for the things I mentioned above. I wish Corp would do something with that store or a least come ask the local people who will tell them the truth.
     
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Posted by Anonymous on 2012-05-07:
How is "Ms. Attitude" a racist?
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Bad gift certificate return policy
Posted by Timmytom on 01/14/2012
I received a shirt for Christmas that was too small. Not being able to find any in the store that suited me, I tried to return the shirt with the gift receipt. I was told that I could not get a cash refund but could only get a merchandise refund. Not being a big shopper I have no desire to keep coming back to see if they have something I want. Hoping I do lose the certificate before that. Isn't that the whole purpose of a gift receipt I would have been given the same option if I returned the shirt with no receipt. Not that it will break them but I certainly won't be back. I hope that this is fair warning to anyone giving a gift. Don't expect that the gift receipt will be helpful to the receiver.
     
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Posted by Anonymous on 2012-01-14:
Most stores have the same return policies when it comes to gift receipts. Accept the store credit and sell it on craigslist or ebay.
Posted by unhappy999 on 2012-01-14:
I think that is why stores are always asking you if you want a gift receipt as then they are not out anything if the person returns the item.
Posted by Venice09 on 2012-01-14:
I thought a gift receipt meant you could get a refund. I'm afraid gift receipts are losing their appeal.
Posted by olie on 2012-01-14:
Venice, the gift receipt means you get to spend the same amount at the store/chain the original gift came from. It does not mean that the recipient gets the cold, hard cash.

But OP isn't the person who spent money. The gift giver is.

If the giver had wanted to give cash, he/she would have.

OP: Gap as terrific basic T-shirts, long and short sleeved. They are a basis for my wardrobe. Gap's socks are great. I'll bet you can use the merchandise refund online.

Hey--go buy a bunch of clearance socks, mittens, winter hats, little kid stuff and donate to a homeless shelter. You get that pesky merchandise receipt out of your hair, and someone in need gets a necessity. Win/win.
Posted by trmn8r on 2012-01-14:
It is very common to issue a store credit when an item is returned with a gift receipt.

Regarding your scenario of someone returning a shirt with no receipt, gift or otherwise, most stores today won't give diddily. Think about why - what if the goods were stolen?
Posted by yoke on 2012-01-14:
I have found that even with a gift receipt you get store credit. It is not up to the stores to give you cash if that is not what the gift giver wanted to give.
Posted by momsey on 2012-01-15:
Someone gave you a Gap shirt as a gift. He or she didn't give you cash to spend as you pleased. They were nice enough to include the gift receipt in case it wasn't your size or quite your style. You're not out anything. This is a good thing to know, but I don't think it should affect things. I don't believe someone should get cash for returning a gift.
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Gap
Posted by Sammynmick31 on 12/22/2011
INDIANAPOLIS, INDIANA -- Your employees at Gap are afraid to say "Merry Christmas," but you don't mind playing over the speakers songs about "Barack and Michelle." That is what I had to shop by last week at the Circle Centre Mall in Indianapolis. The reasons I got for the pathetic "Happy Holidays" were they didn't want to offend and I don't want to get sued. I thought we were still in a free country and as far as offending Gap doesn't mind getting political. What kind of brilliant people are running your stores?
     
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Posted by Anonymous on 2011-12-22:
Don't blame the Gap. Blame the people who get upset over the word "Christmas." Retail stores can't do anything right for the holidays. No matter what they say or do, someone is going to be offended.
Posted by trmn8r on 2011-12-22:
This Merry Christmas/Happy Holidays thing is very widespread. The stores can't win.

Personally, I vote for Happy Holidays even though I am Methodist. They just had Hanukkah, didn't they?
Posted by FlitteringFirefly on 2011-12-22:
What are songs about Barrack and Michelle?
Posted by clutzycook on 2011-12-22:
Hanukkah is still going on. I think tonight is the third night.
Posted by FlShopper on 2011-12-23:
I would also like to know what songs about Barack and Michelle were being played.
Posted by JayByJay on 2011-12-23:
Yeah it is a free country. Let them have their right to say Happy Holidays.

It's not even Christmas yet.
Posted by Skye on 2011-12-23:
Sometimes you just can't please anyone. Someone will always end up being offended regardless.

I don't find it offensive if someone says Happy Holidays to me. After all, not everyone celebrates Christmas, and saying Happy Holidays, includes all cultures, and whatever holiday they celebrate.
Posted by Starlord on 2011-12-23:
Crystal recently sent me an email originally posted by Ben Stein, about being a Jew around Christmas time. It is a darn good read. Christians must remember that they are not the only religion on the face of the earth, and every faith group has their own holidays, traditions and beliefs. Why is it that Christians don't want to allow others what they scream about all the time, the right to worship as one believes. I am not a Christian, but I do not get offended when someone says Merry Christmas to me, any more than I would be if they said Happy Channukah or Happy Kwanzaa or Joyous Yule. Happy Holidays covers all the bases, since they all occur around this time of year. I call it the Festival of Lights. Merry Parted and Blessed Be.
Posted by Ben There on 2011-12-23:
In my office we have Christians, Jews, Muslims and even a Buddhist. We get lots of gifts and cards from vendors and partners this time of year, so it makes a lot more sense for them to say "Happy Holidays" on the cards and letters.

Instead of basing our thoughts of companies on what religion(s) they called out on their gift, we rise above stuff like that and think about important things like how much they spent on the gift, or deciding which of the cheddar/butter/caramel popcorn is best.
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Return policy
Posted by TWshopper on 09/23/2010
SAN FRANCISCO, CALIFORNIA -- I purchased 2 cotton t-shirts 1 1/2 months ago for my niece's birthday gift. I gave them to her last week and they didn't fit. I went to my local Gap store to return/exchange them. I was told it was passed 30 days and I could not return them-not even for a store credit or exchange. When the 'manager' decided he would let me exchange them, he was going to give me $5 less per shirt (the amount they are priced at NOW) even though I presented him with my receipt showing that I had paid full price and not used any discounts, etc. This is unfair and unreasonable. The policy to not give even a store credit when the merchandise has tags and is unworn is wrong!

I used to shop at Gap frequently, however, I will not shop here any longer (or at Banana Republic, Old Navy, Piper Lime, Athleta). I am curious if The Gap employees are still handing cash over to the thieves that I have seen steal an entire table of merchandise and then have their friend walk back into the store to return the items. I have seen this happen many times, especially in the Stonestown (San Francisco) store.

The receipt says (in very fine print) the exchange policy is 30 days for Gap and 60 days for Baby Gap. What is the difference, really??? If you work hard for your money you may not want to be stuck with merchandise that you don't want. SHOP at stores with customer friendly return policies (Nordstrom). Ask before you purchase items!!

I hope The Gap sees a further drop in sales because of their lack of customer service.

     
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Posted by FlShopper on 2010-09-23:
I can understand your not liking their return policy, but I don't see where you got bad customer service. They were going to make an exception to their own policy for you; and adjusting for a sale price for something that's past the date of return is pretty standard.
Posted by shootingstar1284 on 2010-09-23:
Unfortunately, a lot of stores have a 30 day return policy. Once it's past the 30 days, you can get store credit for the current price. I believe it is in the fine print. My Old Navy receipts say pretty much the same thing. Baby Gap may give you a longer return period because a lot of their clothing is going to a newborn, so they may allow for the fact that the baby may not be born yet. Just a thought.

You're absolutely correct though, since your money is hard earned, shop at the stores that you feel provide better customer service.
Posted by Ben There on 2010-09-23:
The chances of GAP being able to re-sell something from the Summer season at full price at this point is very slim. Fall colors and products are out.
Posted by raven2010 on 2010-09-23:
You were offered an exception and I think that's great.

If you have a Kohls in your area, try shopping there. Their return policy will allow you to take it back ALWAYS.
http://www.kohlscorporation.com/customer_service/ReturnsExchange/ReturnsExchanges.html#Department
Posted by Skye on 2010-09-23:
30 days is 30 days, but the manager was going to offer you a refund, minus the five dollars per shirt, due to what the pricing is now. Seems like the manager was making an exception to the policy just for you. Sounds like good customer service to me. He/she also could of just said no, absolutely not. The manager does not make the rules, corporate office does. It's always good to know return policies wherever you shop, especially when it's for a gift, and you won't be giving the gift right away.

Good infora
Posted by Skye on 2010-09-23:
Great information Raven. I love Kohls, and not just because they have such a great return policy.
Posted by clutzycook on 2010-09-23:
I wonder if had you gotten a gift receipt and used that if the 30 days would have stood. The only reason I ask is because my daughter got a dress for her birthday last month that wasn't right for the season and would be too small before the right season came around. It came with a gift receipt (from Von Maur) that didn't outline their return policy (other than to say that you needed a receipt to return). I ended up returning it a little more than 30 days after it was purchased and I had no trouble doing so.
Posted by SteveWiginowski on 2010-09-23:
What the manager did was very reasonable, I think. You say that you went to return/exchange it. The manager giving you your money back, less 5 dollars (which is the new price of the t-shirts) is essentially an exchange, which you wanted in the first place.
Posted by Ytropious on 2010-09-23:
30 days is 30 days is 30 days. At least he was willing to work with you on it, not a lot of places will. I don't see how saying no to you or working with you on it was rude. Not getting your way doesn't mean he was rude to you. I had a customer recently ring up a few items with me, then confirmed that that return policy was 90 days. I told her yes, but the items she was buying were only 45 days. She seemed confused and thought we changed the policy but I told her nope, electronics and DVDs are always 45. She decided to cancel the transaction and buy the items at a later date because she was giving them as a gift in November, and 45 days would not be enough. In short, confirm the return policy FIRST, then choose when to buy the items. Don't buy too far ahead.
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Awful Return Policy! Buyer Beware!
Posted by Mari5 on 04/12/2010
CAPITOLA, CALIFORNIA -- I recently went to exchange a pair of jeans to the Gap.
It had only been a couple of days since my original purchase.
Just a basic exchange for a different size with receipt. Was I ever wrong.
I could return them but only for a merchandise credit that would be sent
in the mail. HORRIBLE POLICY!!! Beware. What an inconvenience. I will never ever shop at Gap stores again. This is a terrible policy. What happened to customer service? The Gap in our local mall just recently went out of business....with service that I received I understand why.
     
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Posted by Skye on 2010-04-12:
So even though you had your receipt, and just wanted an even exchange, they told you they would only give you a merchandise credit, and it would be mailed to you. Bizzare.
Posted by Venice09 on 2010-04-12:
And what happens if you never receive the credit in the mail? You end up with no merchandise and no credit. There was another complaint here about this happening at JoAnne(?), but I don't think the customer had a receipt.

I wouldn't shop anywhere with a policy like that.
Posted by FlShopper on 2010-04-12:
I've brought stuff back to The Gap before with no problem. Something sounds odd.
Was it a clearance item? Not every store takes those back...
Posted by Anonymous on 2010-04-12:
This does sound like something's not quite right. Was it an online purchase? Was is a clearance item? Did you wash it or wear it already? Here is the store return policy if purchased at a brick and mortar store. Online purchases need to be done by mail.

"Return Policy
We will accept returns of unwashed, unworn or defective merchandise at any U.S. store location within 30 days of original purchase date.
We will no longer accept returns of washed or worn merchandise.
Returns without an original sales receipt (or with an even exchange receipt) will receive a Merchandise Certificate by Mail for current selling price. Valid ID will be required.
All swimwear returns must have the original price tags and hygienic liner intact."

Please give more info.
Posted by Worker4 on 2011-06-26:
Venice09- When you return the items for a merchandise certificate, you receive a receipt showing the transaction. At the bottom of the receipt is a number to call if you haven't received it within 10 days.
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Misleading advertising and horrible customer service - Tracy, CA
Posted by Momtimes5 on 04/01/2010
TRACY, CALIFORNIA -- I went into the Gap today to buy dresses for my 2 daughters. They found 2 they liked and I was happy to see that the sign they were under read "30% off dresses". We went to the register to pay for our purchase but the discount didn't come up on the register. I asked the cashier about it and she asked another associate to check. The associate came back and said that the 30% off sign was only for the dress directly underneath the sign, and not for the dresses to the right and left. Mind you, the sign said DRESSES (plural). I asked the manager about it and she was disinterested in my concern and had a "take it or leave it" attitude. My daughters really wanted the dresses (they are 4 and 7) so I purchased them anyway. On my way out, I went back, took a picture of the display and the misleading sign and asked the manager for her name. I immediately came home, emailed my complaint to corporate and attached the pictures. I've been shopping at The Gap for years and I have never experienced such poor customer service. Two thumbs down!!!
     
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Posted by Ytropious on 2010-04-02:
Ok so where is this picture? I'm willing to bet it says something else OR has an item number on it specifying the dress or dresses on sale.
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