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Horrible customer service
Posted by on
I wanted to complain about the horrible customer service I received at the Tyson's corner Gap store on 08/22/09.This is in regard to the promotion gap is having at the stores “buy one shirt get the second for free”. I bought of pair of similar shirts for 30$ each and my wife bought two similar Sweaters for 20$ each. Thinking with the “buy one shirt get the second for free” promotion it would cost both of us 50$ (30$+20$). But at the checkout the salesman Josh mentioned that he would waive only the two lowest prices of the 4 items we were purchasing (30+30+20+20=100$ -20$-20$=60$).I found this part of sales from gap very deceiving as they have been advertising buy one get one free and by waiving two lowest prices I was losing 10$. So I kindly told him to split the bill into two. One for my wife (20+20=40$-20$ promotion=20$ bill) which she would pay separately with her credit card and I would pay my 30+30=60$ - 30$ promotion=30$ bill for me. That I would pay with my own personal credit card.

But the salesman Josh started misbehaving with me and refused to let me buy the shirts. He in fact took the shirts from me and kept it with him. I told him I want to buy those shirts. But he said I am defrauding the company. I told him how am I defrauding the company? when I can buy these same shirts after 2 hours or come tomorrow to the same GAP and buy the same shirts separately to get a discount. But the salesman Josh was not bothered and was acting as if he owns the GAP store. I asked him for the store manager. he's telling me that I stand outside till the sales manager comes. I told him what nonsense and customer service is this? you stop me from buying clothes?I met the store manager John and explained him the problem. But he didn't intervened at the time of commotion. I asked for Josh's full name, which I believe finally got Josh scared that I am going to complain against him and he finally proceeded with the sale. As we were about to leave the gap store, the store manager John stopped us and asked us about the problem. I explained him the math and logic. Which he agreed was right. He mentioned that Josh had been manager in his previous job and needs to be disciplined. But I fail to understand when Josh was misbehaving with me so badly in front of all the shoppers Why didn't he intervened?Josh made me feel embarrasssed like I have committed some sort of crime.

I and my wife have been a loyal gap customer for years. I in fact have been Gap stock shareholder for last 5 years. I have never been humiliated like this in my life. I am sorry to say but I think GAP has failed miserably in providing customer service and have earned a lot of bad publicity from such stupid/senseless incidents created by their employees. I sincerely suggest GAP should provide some form of customer feed back at their stores and make their employees more accountable.

     
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Anonymous on 2009-08-22:
Josh probably figured he was about to lose a nickels worth of commission. Pretty poor customer service on that transaction.
Anonymous on 2009-08-22:
It wasn't misleading advertising. The promotion is buy one, get one free* - the lowest price item is free. The Gap is actually pretty good about not hiding the lowest price condition in the small print; it is very clearly stated on their signs. No excuse for bad customer service though and the salesperson was definitely out of line.
Anonymous on 2009-08-22:
personally I would still report this incident to corporate. If they cannot understand how to ring up a sale when its a promotion or if they are just being boneheads, corporate needs to know.

As for the manager, John... I can understand why he would not discipline Josh out in the open but at the very least he should have pulled him off of the transaction and taken over.
Anonymous on 2009-08-22:
Financiallyfit, They were buying one $30 shirt.. they are entitled to another $30 shirt for free. They also bought a $20 shirt... which entitles them to a $20 shirt for free. They were not asking to purchase the two $20 shirts and then get the two $30 shirts for free, right? If that's not the case if I run into one of these BOGO offers, there will be a lot of separate transactions happening!
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Gap- The Worst I've Ever Been Treated
Posted by on
HOUSTON, TEXAS -- So today I go into GAP and their manager or assistant manager (I think it was assistant, but I'm not certain) tells me that gap is having their “buy one shirt get the second for free” as long as its the same price or lower. I find two shirts but one is a size smaller so I ask one of the sales representative to get me another size (A young Asian female cashier checked on the computer and it said they had 7 in the back)

So she sends a young man back to the storage room to get it for me and the man comes back out and says "The shirts are in a box at the bottom and there are too many boxes on top of it for me to get to the shirts". I told him “OK, I can understand that and see how that might be a problem”. The young cashier (young Asian female, early 20's-mid 20's)who had the young man look for the shirt for me saw what had happened so I grabbed a polo which was 10$ more and asked her since ya'll won't get me the shirt I want could I substitute the polo and be charged for the cheaper of the two, and the young cashier said yeah I can do that.

So I go to the fitting room to try the polo on to make sure it fits then I head to the checkout line. There were two cashiers which were the young Asian female and another lady, the other lady ended up checking me out. I tell her what had happened and what the young cashier had told me so the manager (or assistant manager, like I said I’m not sure what her title is) swings by to see what’s going on. I then proceed to tell her what the young cashier told me and the young cashier LIES and says “No, I didn’t say that”. I honestly couldn’t believe that she was lying right in front of me. I have a good feeling the reason she was lying was so she wouldn’t look bad in front of her superiors and that she wasn’t allowed to charge me for the cheaper of the two shirts in the first place. Then the manager/asst. manager proceeds to scold me like a child in front of a line of people about how she already told me how the “buy one get one free” works and how just because the computer says they have 7 shirts in the back doesn’t really mean they do. On top of that she says “if you went in the back to see how many boxes we have you would understand”.

I have honestly never been treated like this before in ANY clothing store, or let alone any store. This is by far the worst shopping experience I’ve had and feel that the young cashier should be fired for lying and the manager/asst. manager should be fired for how she handled the situation.

*This happen at the GAP in the galleria mall in Houston, Texas 77056 on 8/20/2009 around 12pm-12:30pm

• The lying cashier –Young Asian female around early 20’s-mid 20’s (could possibly be younger than 20)
• Manager/Assistant manager (not sure what her position is) Older Caucasian woman maybe late 30’s-early40’s who had glasses/blond hair and seems a little strange.
     
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skelly39 on 2009-08-20:
You sound like a pompous jerk. I wouldn't move a box one inch for you with that attitude. Oh, and what's the deal with pointing out what nationality everyone is? Who cares? Doesn't make you right.
Anonymous on 2009-08-20:
You tried to pull a fast one even though you knew the terms and conditions. Your fault!
Anonymous on 2009-08-20:
OK, now seriously... if you were the guy, would you come back out and give a story about there being too many boxes on top, or would you just say there aren't any? The post lost me then and there.
Anonymous on 2009-08-20:
You sound like a jerk dude.
BokiBean on 2009-08-20:
OK, let me be the horse's ass again and say that this guy had every right to complain if the store acted like his complaint says.

1) They wouldn't get the shirt out of stock 2) They promised him another shirt at the same deal 3) They embarrassed him at the counter 4) The clerk denied she ever offered him the sale

WHY would he ever go up there and say that's the way it happened if it didn't?
Anonymous on 2009-08-20:
We agree with Wally wholeheartedly!

Signed, The lying cashier –Young Asian female around early 20’s-mid 20’s (could possibly be younger than 20)

• Manager/Assistant manager (not sure what her position is) Older Caucasian woman maybe late 30’s-early40’s who had glasses/blond hair and seems a little strange.

I thought that we were all supposed to be color blind in the age of OBAMA?!!!
BokiBean on 2009-08-20:
zz, a lot of time don't you think these posters are just trying to get across "who" actually waited on them, since they didn't get names?

I don't take offense at race/creed/religion being brought up to describe someone.

I mean, why is it OK to say "hot Asian chick" or "well-hung black dude" but its not OK to say "Asian chick who waited on me and fouled everything up"?

I ask you, cause you Da Man.

And skelly, I mean absolutely nothing about your post. Its easy to see what you mean. I'm just asking zz cause he'll set me straight.
saj80 on 2009-08-20:
So, dude, when are you going to stop starting your statements with "so"?
Anonymous on 2009-08-20:
The clerk painted herself into a corner by hooking the guy up with a more expensive shirt and lied to MGMT to save her job.
On the other hand instead of the said customer going to MGMT as soon as the guy said that he couldn't get to the shirts, he tries get on over on the clerk. If you don't play by the rules someone is going to get burned!
The Gap isn't a Flea Market.
Sux, huh? (BAE)
Anonymous on 2009-08-20:
Boki, on the review side I do nothing of the sort and furthermore, I don't think that it is necessary to label a person unless you are giving a POLICE STATEMENT. It makes no difference what they are here.
I don't take offense BUT I deem it unnecessary and will continue to point it out. This is MY 3 CENTS as well as it is for the thought police of this site.
*gets a standing "O"*
BokiBean on 2009-08-20:
Yeah but I think a lot of posters DO think it matters who they are talking about. Some of them are forwarding their complaints to the company website...maybe they didn't get a name, and think they need to describe who they dealt with.

I wasn't accusing you, hon..I was askin. I always describe people by their particulars. I'm asking you...is it racist?
BokiBean on 2009-08-20:
OK..let me start over. If I go buy a ring today and I deal with a nice young hasidic jewish guy..I'm going to say, "I bought this great ring from a jewish guy with those funky curls hanging down".

Spank me.
Anonymous on 2009-08-20:
No it's not racist.
Af far as the forwarding to corporate, that makes a lot of sense when you don't have names. I have called businesses with only a description so I will give you that but that's ALL!!!!!!!!
BokiBean on 2009-08-20:
Well I'm just a stupid white girl sitting at home on a computer..I had to hear it from you. =)
jktshff1 on 2009-08-20:
Boki, I'll spank ya till it feels good! LOL
Anonymous on 2009-08-20:
*hands JKT her cat-o-nine tails*
BokiBean on 2009-08-20:
Hahaha! Promises, promises... ;)
goduke on 2009-08-20:
Remember the Gap Girls skits from SNL?

http://www.hulu.com/watch/2368/saturday-night-live-gap-girls
moneybags on 2009-08-20:
So, Did you buy anything or did you tell them to "Keep all of it!" Money talks, disgruntled customer walks!
PepperElf on 2009-08-20:
you should have asked for a raincheck then for when they had the shirt available
Anonymous on 2009-08-20:
I loves me some gap!
Angrygapcustomer on 2009-08-21:
Skelly, what exactly makes me a "pompous jerk"? I didn't get an attitude until the cashier flat out lied in front of her manager and me about what she had told me. If that wouldn't cause you to be bothered then you seem like a person who might get walked on a lot. Also, I pointed out their race and descriptions so that the people of Houston who shop at the GAP in the galleria can identify who they are and steer clear of them so they don’t have to go through a possible similar situation. For those of you who are complaining about me using what ethnicity they are please don't be that person who tries to play the race game.
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Racist Behavior
Posted by on
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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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.
Anonymous on 2008-03-07:
ROFLMAO, if you are a secret shopper do you get the decoder ring???
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.
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.
jktshff1 on 2008-03-07:
Eileen finally lost her phone!
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?
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.
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.
jktshff1 on 2008-03-07:
Racism exists in all colors.
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.
yoke on 2008-03-07:
There was racism, but not on the part of GAP. There was only one racist there that day.
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 a lot 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.

Kind of 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.
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.
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.
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?
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.
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.
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?
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!
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!
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?
GothicSmurf on 2008-03-07:
Lobo- LMAO
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.
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.
okimot on 2008-04-14:
If you shop at any store that under pays it's workers and over charges it's patrons then unfortunately you become sometimes correct 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!
okimot on 2008-04-14:
If you shop at any store that under pays it's workers and over charges it's patrons then unfortunately you become sometimes correct 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...want to trade?
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StarStarEmpty StarEmpty StarEmpty Star
Return Policy in the Form of Payment SUCKS
Posted by on
Rating: 2/51
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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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.
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.
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.
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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StarStarEmpty StarEmpty StarEmpty Star
Consumer Service and Lack of Product
Posted by on
Rating: 2/51
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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Anonymous on 2012-05-07:
How is "Ms. Attitude" a racist?
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Bad gift certificate return policy
Posted by on
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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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.
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.
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.
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.
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?
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.
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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Return policy
Posted by on
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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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.
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.
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.
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
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 have 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
Skye on 2010-09-23:
Great information Raven. I love Kohls, and not just because they have such a great return policy.
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.
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.
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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Gap's new return policy
Posted by on
ATLANTA, GEORGIA -- Gap has recently revised their return policy. I purchased some shirts in different colors for my 9 year old daughter September 6th. It finally got cold enough to wear them and they were too big. We went to the store today to return them. Their new return policy, if you buy something from Gap Kids is 30 days period. If you are 1 day over 30 days you cannot return it, even with a receipt except for the current price. I paid $16.50 for the shirts and they are now marked down to $4.50. Even though I have the receipt showing what I paid, because it is over 30 days I can only get the sale price. I can't even get a merchandise exchange. This gives you virtually NO TIME to return or exchange items if it doesn't fit. We went today because she was out of school, and she would be with me to try on clothes. I am very upset and will not purchase anything from a Gap store again. Oh, and if you buy in the baby gap section you get 60 days instead of 30 days!!! Like that makes any sense. I am furious and will NOT be shopping at any Gap storage again.
     
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Anonymous on 2009-10-12:
A 30 day policy makes it pretty clear to me that if you are 1 day over 30 you cannot return the merchandise. Seems pretty straightforward. I'm sure it was on your receipt that you didn't look at.
karleebarlee on 2009-10-12:
it gives you plenty of time to return things ... it gives you 30 days. how much time do you need?
SteveWiginowski on 2009-10-12:
Why didn't your child try on the shirts earlier? I understand that it wasn't cold enough to wear, but it shouldn't effect trying them on. It would certainly be nice if you could return the shirts and then get 3 for the price of the 1 that you are returning. Would you be satisfied if they allowed you to return your shirt for a smaller size only? That sounds to be the most fair way to resolve this.
andbran on 2009-10-12:
this is actually a policy where ever you go. so unless you can make your own clothes learn to accept it.
Anonymous on 2009-10-12:
there are a lot of valid complaints regarding poor customer service. then there are the invalid complaints where customers need to take accountability. how is a 30 day exchange period virtually no time?

perhaps clothing stores should start posting the following signs at the registers.
"if you are buying an item now that you will not be wearing within the next x [insert return policy here], be sure to try said item on in the event you find you need to exchange for a different size."

would that help? doubtful.
Anonymous on 2009-10-12:
Assuming that you bought the clothes one ar maybe two sizes too big the chances are that little Suzy will have grown into them by the first of the year. Chill.
spiderman2 on 2009-10-12:
I think their policy is fair. 30 days is adequate time to buy something and find out if it fits. Its not like you are forbidden to try a long sleeve shirt on until the thermometer hits a certain temperature.
Nohandle on 2009-10-12:
I think it's very difficult to anticipate a growing child's size several months out for any indidividual wanting to purchase in advance but at least those shirts weren't too small. Your daughter can't wear them now but she probably can in November, December or January. That won't help you any now with her clothing needs, but I now don't know of any store that will let you exchange for the same product in a different size. It's come to this in almost every store... wait until you actually need the product and hope there is something left.
Anonymous on 2009-10-12:
"I purchased some shirts in different colors for my 9 year old daughter September 6th. It finally got cold enough to wear them and they were too big."

That's also why you have your child try on things BEFORE you buy them. The clothing may be in a size your child wears, but things don't always fit the same nor are sizes the exact same from store to store.
I'm sure you were just trying to be proactive and getting a great deal on shirts or whatever, but when it comes to clothing, it's better if your child or whatever try them first before purchasing.
As for the return policy, it was probably changed for a reason... a reason that most consumers can't fathom, but it's for a reason.
PepperElf on 2009-10-12:
And here's a couple more options to consider.

1) Donate the clothing to a charity and use it as a tax write off.

2) Put it in storage and wait until next year. Children do grow.


but yes... bkk is right... you normally have the child try the clothes on FIRST, then you buy.


Waiting until its cold for her to try them on is a bit... well it's a bit like waiting to do a term paper until the day before its due.
Anonymous on 2009-10-12:
Well, to look at it from a positive view....the shirts are too big, so your little one can grow into them.
Ytropious on 2009-10-12:
30 days is plenty time to find time to try some shirts on, why did you wait to day 31? Where is the threshold OP? Would you still need a return on day 37? A policy has limits, if it didn't there would be no point of having one.
Anonymous on 2009-10-13:
I beg to differ Tomah, the OP's premise may be flawed but their spelling and sentence structure was "spot on" in my opinion and they did provoke thought here for two days.
I give Carrie a great big (VH) in the spirit of being informative.
Principissa on 2009-10-13:
How do you figure 30 days is plenty of time? If these were a gift purchased in advance how would the person know if they fit or not? I buy my kids Christmas pj's and a few new shirts every year when I find them in October/November. If they're too big great, if they're too small (even though they are the correct size) I'm still in the time frame to at least do an even exchange for a larger size.

To the poster, if the shirts are too big you can save them for next year when she can wear them, so it's not a waste in the long run and it's actually saving you money by not having to get her bigger shirts next year! :)
Anonymous on 2009-10-13:
How is 30 days no time?
Anonymous on 2009-10-13:
Oh really, you are right on. No matter what a store puts their return policy, it still will be too short for somebody.
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What Happened To Customer Service!!!!
Posted by on
SAN FRANSISCO, CALIFORNIA -- Gap earnings drop 8.3%...

Dear Gap executives!!!!! Wake up!

You are driving your customers away with poor quality clothing and poor customer service.

Return policy changes with no notification to customers...Shame on you Gap, Banana Republic and Old Navy. I went to return items purchased and shipped from a banana store and was told I was past the 30 day return policy cut off (what cut off) and despite the receipt could only get a credit for current value. Opened a gap credit card online today to purchase my 4 children's uniform clothes (now online only I was on the phone (documented) from 2pm until 9:45pm one giant mess up and disaster after another. No card number issued but card approved then had to drive to a gap store to get my card number got home to place the order and wouldn't give me my new card holder 20% discount called customer service they didn't have the promotional code told me there was nothing they could do about it. Spoke to customer service agent [snip] at 9pm she gave me invalid code and told me that's all she could do for me and then hung up on me. All of this is documented on my account.

Do you realize this is bad customer serice...Do you care?
     
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Anonymous on 2009-07-29:
I can see your frustration, Obrien, but they put their clothes on sale constantly. So, if they take your return after 30 days, then they would be paying you full price for something they now have to discount. That wouldn't make good business sense. Every shipment I receive from them has a receipt with the return policy right on it. You can always return the shipment to them right away in the mail too. Yes, it costs a few bucks (that they deduct from your return), but you would probably pay close to that in gas anyway.

As for the credit card, it is too bad that you weren't able to get the 20% discount. That should have definitely happened. If you write to their customer service department (or e-mail on their web-site) you may be able to get at least a credit for your next purchase or they may even credit your card. It's definitely worth a try.

PepperElf on 2009-07-29:
how do you document a phone call, unless you recorded it?
Anonymous on 2009-07-29:
Uh, by writing down the information; I.e., date you called, who you spoke to, etc. I do it all the time, especially for insurance issues. That way when you have to take it a step further, you have some info to back you up.
PepperElf on 2009-07-29:
ah.. was thinking it was like a certificate or something you can use in a court
Anonymous on 2009-07-29:
I doubt if she'll have to go to court, LOL. Info like this can be brought to small claims court though. Otherwise, you would say, "I spoke to someone on a date that I don't remember about an issue I don't recall." Not too convincing when making call backs either.
Anonymous on 2009-12-20:
I'm pretty sure customers are being driven away by the terrible economy, not "with poor quality clothing and poor customer service". The company is doing better than most, as they sell affordable stuff, but all businesses are suffering.
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Return policy change
Posted by on
I am so unhappy and disappointed with the Gap. I purchased a pair of shoes as a gift for my daughter on March 26th. I wasn't sure if they would fit her. Shoes can be tricky, but the return policy was return / exchange within 90 days so it wasn't a problem. No risk or so I thought.

I gave them to my daughter and found out they did not fit her. It was about 40 days later, but no problem because I have my receipt, right? Sadly, not the case. The Gap changed their return policy after I made the purchase from a 90 day return / exchange to 30 day return / exchange. Now, regardless of whether or not I have the receipt, I cannot return them. I am stuck with shoes that do not fit my daughter and no recourse.

I was a frequent Gap Kids shopper with 2 kids and 7 neices/nephews. I will never make a Gap purchase again.
     
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Anonymous on 2009-05-19:
If your receipt still says 90 days as the return policy, then I think they should honor that cause you bought the shoes BEFORE the policy changed
Soaring Consumer on 2009-05-19:
Hmm... now this makes me think. Since the sale was made at a time where the 90 day policy was in effect, isn't that part of the "contract" that must be honored? I think so...
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