Information, reviews and public commentary for US companies

 

The Gap, Inc.

Rating
0.516484
Web
www.gapinc.com/
Related
Gap Body, Gap Kids, Baby Gap, Banana Republic, Old Navy, Piperlime, Athleta
Address
Two Folsom Street
San Francisco, CA
94105
Contact
Glenn K. Murphy
Role
Chairman and CEO
Phone
(650) 952-4400
Twitter IDs
@The_Gap
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M k p - 2 d 3 h ago

Your Aurora farms store is a joke. Especially during this Covid epidemic. I have waited outside 4th in line on a Friday night as this branch has only 1 cashier and lots of workers standing around. With the technology that's out there is ther no way to scan by phone to get more people through. There are at least 15 customers behind me and many more that have walked away. I would think with stores being closed for months this isn't the best way to run a store

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Cass Cheung - 2 d 15 h ago

Luckily I read some of the comments so I don't have to go thru the torture to complain about Old Navy to robot phone recording.

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Anonymous - 3 d 9 h ago

0

I had the same experience. Oh hold 3 hours!! Gap is the worst customer service!!!!!!!!!!!!!!

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Connie Coffee - 4 d 3 h ago

0

I called GAP customer service today about an order I placed and after waiting on hold for over 30 minutes I finally gave up. During this time, I also started a CHAT and was NEVER connected to anyone. Honestly, why can't you have more staff working so this doesn't happen. I'm frustrated and annoyed. You list COVID as a reason for higher than usual call volume. Well COVID's been going on for months. You've had plenty of time to adapt and amp up the number of people on your phone lines/chat. It's no excuse for the lousy customer service. I shouldn't even say lousy, because I never was able to talk to anyone. So NO CUSTOMER service at all.

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nancy - 4 d 7 h ago

0

My experience has been truly awful. You owe me $200 for an online order I placed. I've tried to get help through your customer service and customer relations departments with no luck and a huge amount of frustration on my part. I've spent an incredible amount of time on hold and then dropped calls. I truly can't believe that a company like gap treats people this way. I'm so tired of hearing how understaffed you are due to the pandemic. No other company I've used acts like this. You should be ashamed and maybe close your online customer service!!

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Sandra M - 4 d 5 h ago

I agree , my wife as been trying to get a refund for the last month , and nothing . She has tried calling and staying on hold the same happens , dropped calls .Stays on hold for hours . They owe my wife and 120 dollars !

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Highly Disappointed - 5 d 6 h ago

I placed an order one week ago, one day after; I received an email stating that my order was canceled due to a "potential fraud alert". I called the number as indicated to correct the problem. After waiting over an hour to get someone on the phone, she was so rude, and basically just told me my money would be returned to my account in no more than "5 business days". I went online, and replaced my order (since I wanted what I ordered). Again, I received the same alert. Again, I called and after over an hour on the phone I spoke to an agent in the "research department", and she made the 3 way call with my bank to confirm that all of my information matched and what not. The agent again stated that the amount charged to my account would be returned "within 5 business days". The agent reordered some of my items (since they were no longer available), and told me that everything was taken care of. One day later...for the THIRD time... I received an email stating my order was canceled due to potential fraud. This is Ridiculous! I have been trying for the past 2 days attempting to contact someone, with no such luck. I have been on wait for over an hour in a half, and I just give up. I have emailed customer service, only to get a response stating "due to the unusually high volume of calls, we are unable to respond". I now have three withdrawals from my bank account, no product, no answers, no nothing! I totally understand that things have not been easy for anyone; during this pandemic, but if you are not able to provide a reasonable amount of customer service, than you should not be open for service.

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david - 6 d 5 h ago

0

Your company has the poorest customer service of any company I have ever bought from. I returned my items over 30 days ago and I still do not have a refund. I called 2 weeks ago and after being on hold for 1 hour and 35 minutes I was promised I would see the refund by the 21st. It is now the 29th and I still have no refund. I want a call immediately and I want my money back today.

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Fustrated customer - 7 d 6 h ago

0

The last 2 of my 4 recent orders never arrived and tracking says they were sent back to sender.

I am on the 4th attempt at reaching them - 2 hours each time. Tried on-line chat as well and get a message telling me no one is available. Called a local store to see how they can help. All they can do is place NEW order. The only way to get resent or a refund is to call. Finally got through 4th try 2 hrs 10 minutes. 3 of my 5 items were no longer available.

Frustration does not begin to describe this!

Rating is for these past 2 orders

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J Z - 7 d 8 h ago

0

Today I am sitting here for the 5th time waiting to make an exchange on the phone and I have been waiting with customer service chat for the 2nd day. I am totally running out of patience. They keep blaming the virus but I have tried on different days of the week and at different times of day. This is absurd. I was normally return my items to the store but I never ever ever get my Gap rewards back. I am going to cancel my credit card after this.

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Beth B - 9 d 37 s ago

0

I totally get the covid virus and how it affects businesses. I think my time is worth something too. I have tried for three days to reach customer service and waited two hours each time. I find six hours of my time to be waiting not only inconvenient but inconsiderate. You could at least take our number and call us back. I love your products and have been a big shopper through covid. I cannot find an order because I lost tracking number. Other companies have been so helpful and worked hard with their customers. I am quite disappointed in your ability to provide true customer support.

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Dana - 9 d 3 h ago

0

Why isn't there anyone in customer service?? I've dealt with other companies where their customer service reps worked from home due to the pandemic. Even with technical issues, I was able to talk to someone. There's just no excuse for a large, publicly traded company such as The Gap to not have systems in place by now.

Btw, I've been trying to get a hold of them for 3 days now. Each time I've been on hold for over an hour (the longest being just over 2 hrs) and never got to talk to anyone.

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LA Shopper - 9 d 4 h ago

1

Been waiting for my refund for 2+ months. No one answers the phone (I have been on hold for 50 minutes). No email contact. Only a snail mail option Dear Gap, are you sure you want to keep your customers?

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Theresa - 10 d 4 h ago

I have been trying to get a hold of someone to get a return label for two pair of jeans that are too big for me they give you a number to call and I waited 30 minutes and then they hung up. What is wrong with gap. You should be better to your customers. I want to return my jeans and I want a return label ASAP. Maybe it's time people should get Get a hold of their lawyer our Better Business Bureau because this is not the way to treat your customers. I am waiting to hear from you

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Brittany - 10 d 9 h ago

0

I have been waiting for TWO months for a refund of $276! Oh, and that's a refund on DUPLICATE items that they charged me and mailed me. So, I placed an order and they sent me two of everything! Yet, I "ate" the $276 because they won't answer emails, chats or phone calls! I even SENT A LETTER, circa 1969, at THEIR suggestion. SO angry!

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Deborah Scalera - 11 d ago

I have been trying to get in touch with customer service for three days now and I cannot get through on the phone or Live chat. I have not received an item that I ordered but received everything else. It says this item was delivered but obviously it was not delivered to my house. I thought it was on back order maybe, I still want this item and hope I can get in touch with customer service soon as I am becoming extremely impatient.

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Julie - Colonie, NY - 13 d 4 h ago

0

This company sucks! No one answers the phones. The stupid governor (yes, Cuomo is a stupid dema-commy) started to open up the state and this store and its sister stores are not open. Talk about being behind the times. I have a return that I need to take care of and get no customer service support. Again, no one answers the damn phones. Waited 47 min one day before giving up. I'm cancelling the credit card, and never doing business with them ever again. The Gap and sister are a joke! Losers!!!!

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DUMPTRUMP2020 - 11 d 6 h ago

Calm down Karen lol. Trump kool-aid drinkers are such a special people. Can't even complain about returning cloths without making it political somehow. So sad.

Flagged for review. 
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Kelly103119 - 11 d 6 h ago

0

Same problems with not getting hold of customer service and I've waited 2 months for return credit. I disputed the charge with Chase instead.

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Lesia - 12 d 5 h ago

0

Terrible! I placed the order online and when I received a confirmation I noticed that it was going to be shipped to the wrong address, that do not exist anymore. I tried to call customer service right away - was put on hold for 1.5 hours.... no result, called in a couple of hour again - same thing - 1.5 hour hold with not representative picking up the phone. So, the order is going to get lost, and I'll be charged anyway. GAP customer service in nonexistent!!!

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Macie - 12 d 4 h ago

0

Same boat!!

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Lesia - 12 d 5 h ago

0

Terrible! I placed the order online and when I received a confirmation I noticed that it was going to be shipped to the wrong address, that do not exist anymore. I tried to call customer service right away - was put on hold for 1.5 hours.... no result, called in a couple of hour again - same thing - 1.5 hour hold with not representative picking up the phone. So, the order is going to get lost, and I'll be charged anyway. GAP customer service in nonexistent!!!

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Meagan - 12 d 8 h ago

0

Well nice to see the comments below I'm not the only one. Can not figure out how to receive money from returns I've made. Waited 2 hours to talk to someone and finally gave up. There aren't any other options like email, chat, etc. I loved this company for my kids but need to and going to find another option.

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Nancy Roosevelt - 16 d ago

0

For awhile now I have bought clothes from Gap and Old Navy. Since May 11th I have received such abysmal service I will not be able to continue to shop your stores.

1. On May 11th a pkg. was returned to OLD Navy with 2 items in it. After calling several times and waiting hours on line, if I can reach someone, I have been told my refund will not be processed until July. That is 2 months after you received it. If I didn't pay you for 2 months you would charge me interest. You are not offering anything but terrible service.

2. since you have closed so many stores around Me, 44120, I spent 4 hours driving to 4 different stores to return items. I would never trust a mail return again.

3. Between last night and today I have spent 6 hours on hold with your store. I have been told that your stores cannot even reach somebody. I never did get help.

I have heard the excuses your people offer about the virus etc. but then hire part time employees to deal with the backlog. You are singular in such bad customer relations.

I will be making a complaint to the better business bureau and I will tell everyone I can about my experience.

Good bye, Nancy Roosevelt

Sent from my iPad

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Donna Reilly - 19 d ago

0

I have NEVER EVER had such a bad experience as I have with the Gap. I have spent a total of 5 hrs and 40 mins on hold over 2 days.

I placed an order, realized the second I placed it, I made a mistake. No where to cancel.

That night I sat for one hr and 15 mins on hold, a young lady answered. She told me she COULD NOT CANCEL MY ORDER, or change it. Then she told me just except it and send it back.

It was a Father's Day gift. I don't have extra money during the pandemic to let you charge me that and order another one. I called the minute I placed the order.

I order a lot online, BUT NEVER EVER AGAIN

I HAVE NOW BEEN ON HOLD AGAIN AND NOTHING

What in the world is wrong with you

The lady I spoke to Sun night night said I was gonna get an email and an extra 20% off my next order. That NEVER HAPPENED

I called my bank and told them not to pay

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