Complaints

This profile includes complaints for Gap, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Gap, Inc. has 627 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gap, Inc.

  2 Folsom Street San Francisco, CA 94105

• 

  Gap, Inc.

  900 Cherry Ave 4th Fl San Bruno, CA 94066-3010

• 

  Gap, Inc.

  2142 N Rock Rd Wichita, KS 67206-1273

• 

  Gap, Inc.

  4018 Conroy Rd Orlando, FL 32839-2410

• 

  Gap, Inc.

  4969 International Dr # 3 Orlando, FL 32819-6219

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  Thank you. Yes, I was surprised the claim was denied too, when it was what should have happened automatically. Thank you for making it right. I am satisfied with the resolution.

   

  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/20/2025

  RE: Better Business Bureau Case 23343571
  
  
  Dear ******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Gap, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear your package did not arrive when expected and your claim was denied. Since your package is confirmed as returned to sender, we have issued a refund in the amount of $39.00. Please allow up to 10 business days for the refund to be posted to your account. We appreciate the opportunity to help! 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-GAP-STYLE ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   
  
  

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  

  Unfortunately, this was only resolved due to my complaint. I expect better customer service for an error on their end. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

  knows what he is talking about. I would like my refund for ****** immediately issued to my gapcard. I have been a Gap card holder for over 20 years and expect better service. This is an unacceptable to treat customers like this when it is a mistake on the company's end.

  Business Response

  Date: 05/21/2025

  RE: Better Business Bureau Case 23332130 
  
  Dear ****,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that the refunds from your return were issued in the form of E-Gift cards. Our tech team is working to resolve and correct this. You will see those gift cards devalued and a refund posted back to the original form of payment within 10 business days. We can confirm that this was completed on 5/20 in the amounts of $68.76, $46.74, and $46.73 for a total of $162.23. Thank you for reaching out and we appreciate your patience while we work to resolve this.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   

• Initial Complaint

  Date:05/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is about my recent experience of requesting a price adjustment. My order number is 1M3J169. I purchased a sweatshirt for $18.49 (SoComfy Oversized Tunic Sweatshirt, size: XS Petite, color: Medium ******* ****). It was delivered on 5/6/2025. Today (5/13/2025), the same sweatshirt (same size and color) is selling for $14.49 . I attached a screenshot showing the lower price today.I contacted ********s customer service through chat today (5/13/2025) and requested a price adjustment of $4. The chat associate informed me that he could not do a price adjustment because I used ******** points when I made the purchase. My final payment showed up as $2.49 on his end because I used $16 worth of ******** points. I think it is unfair that using ******** points is treated like using a promo discount and as a result I cannot get a price adjustment.

  Business Response

  Date: 05/16/2025

  RE: Better Business Bureau Case 23326286
   
   
  Dear ******,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At ********, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  Please know we want all of our customers to have a pleasant and seamless shopping experience, and we regret hearing of your disappointment with our price adjustment policy. We're happy to offer a one-time price adjustment to purchases within 14 days of the purchase date if items reduce in price, however items that are marked as final sale or already have promotions applied would not qualify for an adjustment. Here's a link to the policy for your convenience:  **********************. We will be sure that your feedback is shared with the appropriate leadership team responsible for overseeing our policies and, while we're unable to adjust the order, we've added 400 points ($4) to your reward account to thank you for your feedback. 
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:05/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed two orders with banana republic factory. Both orders were delivered on 6/10/2026, However my package was stolen.. I called customer service to let them know only to be told that I have to either call the police, wait three days to file a claim or contact my bank. I was transferred by the representative to the bank and the bank representative told me that they do not handle those types of complaint I was then transferred back to a banana republic representative, That representative told me I had to wait until the next day to file a claim and he sent me a link to do so. All this back and forth even though I have the video of the person coming into my yard and taking the packages. This is truly unacceptable and I would like someone to look into this issue so that I can get a refund due to package not left in a secure place. Thanking you in advance.

  Business Response

  Date: 05/16/2025

  RE: Better Business Bureau Case 23314379
   
   
  Dear *******,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Banana Republic, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  Please know we want all of our customers to have a pleasant and seamless shopping experience, and we regret hearing that you did not receive the packages reflected as delivered for orders 1M5J2GN and 1M5VSQW. While we certainly apologize for any frustration encountered, we are glad to see that both orders were refunded in full on May 14th. Those refunds of $120 and $45 will post to the payment method used for the orders within 7-10 business days of that refund date. 
  
  If you would like to reorder the items, we'll be happy to honor the original promotional prices paid and just ask that you give us call or chat with us with the original and new order numbers along with the email address used to shop with us so that we can make the necessary adjustments. 
   
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:05/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order at 7am today may 9 For no apparent reason my order was cancelled, then customer service said they couldn't tell me why my order was canceled either What kind of security / risk issue could be identified then NOT told to the customer affected I'd like to see an additional discount for the inconvenience of an issue that cannot be explained by security nor customer service

  Business Response

  Date: 05/13/2025

  RE: Better Business Bureau Case 23308330
  
  Dear *******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Athleta, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear your order was cancelled. Please call us at ************** and ask to speak with our customer research department. Our customer research department is available 8:30 am - 9 pm (ET) Monday through Friday and 10 am - 6 pm (ET) on Saturday. They will be able to provide you with more information about why your order was canceled and help you ensure future orders are successful. 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-877-3ATHLETA ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding a recent Banana Republic order that I placed on May 1, 2025. The order was marked as shipped on May 2 and listed as delivered on May 3 via **** However, I never received the package, and after contacting **** they confirmed that they are unable to locate the shipment.I immediately contacted Banana Republic customer service and followed all necessary steps to report the missing item. Despite *** being unable to confirm delivery and my clear documentation, Banana Republic refused to refund me or send a replacement. Instead, I was told to go back online and place a new order, which is unacceptable.I have paid for goods that I did not receive, and Banana Republic has chosen not to take accountability for the failed delivery. This response lacks basic customer care and violates consumer protection standards. I am now seeking the following resolution:1.A full refund for the lost order, or 2.A replacement shipment of the original items at no additional cost.If Banana Republic cannot resolve this promptly, I will proceed with disputes through my payment provider, file additional complaints with the Better Business Bureau and the ************************, and share this experience publicly if needed.I request a resolution within 7 business days from the date of this ********** order number is 1M3QJLQ under my email ******************* I paid by using afterpay also did not try to resolve the issue their answer was there nothing we can do about it. And they are billing me for this order.

  Business Response

  Date: 05/13/2025

  RE: Better Business Bureau Case 23306295
  
  
  Dear ******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Banana Republic, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from Banana Republic, and we're sorry to hear that you never received your order 1M3QJLQ. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   
  
  

• Initial Complaint

  Date:05/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order from ******** on April 6, 2025. I ordered 6 items and they were all shipped in multiple packages. On April 29, 2025 I still had not received one of packages so I chatted with an ******** associate online and filed a claim. On April 30, 2025 my package actually came. According to the shipping notice, my package was supposed to have 4 items but I only received 2 of the items. 2 items were missing (both items amount to $32). Because of this, I called Off Navys claim department and spoke with someone named ****** and was told that the next course of action to get my money back was to dispute with my bank. I paid this order using ****** so I first went to ****** and filed a claim. However, ****** denied me and said that ******** sent them a tracking number that shows my package was delivered. Yes, the package was delivered but I am still missing TWO items from it. Ive attached and circled the 2 missing items as well as the conversation I had with the online agent for ******** as well as ******* email denying my claim.

  Business Response

  Date: 05/14/2025

  RE: Better Business Bureau Case 23303966
  
  
  Dear Dianella,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from ********, and we're sorry to hear that you never received all of your items from order1LQ3498 We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays.  In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:05/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/11/2025 I ordered a pair of ******** jeans that was supposed to be delivered to me by the 18th of April this is now the 7th of May and I still don't have the jeans that I paid $ 22 for I want some results of some kind.

  Business Response

  Date: 05/13/2025

  RE: Better Business Bureau Case 23300807
  
  Dear ******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that you have not received your order. We see that a claim was submitted on 5/8 for the missing order and a refund of $22.00 was issued. Please allow up to 10 business days for the refund to post back to your account. If you would like to reorder the jeans, we'd be happy to make the promotional price paid and waive the standard shipping fee. Just call us at the number below to place your order. 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   
  
  

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23295487
  
  I am rejecting this response because:
  

  I have already contacted the provided phone number, and was told that they could provide no further details as to why the claim was rejected. Again, I paid for an item that Athleta never sent to me. I should not have to do a charge back with my credit card company. Your company should provide the item that I paid for.This is fraudulent.

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/13/2025

  RE: Better Business Bureau Case 23295487
  
  
  Dear ******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Athleta, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from Athleta, and we're sorry to hear that you never received all of your items from order 1M3PGQV. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-877-3ATHLETA ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Business Response

  Date: 05/16/2025

  RE: Better Business Bureau Case 23295487
  
  
  Dear ******,
  
  Thank you for your reply. We recognize that this process may not be ideal for all customers, and we will also make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we appreciate your help and understanding in this. To complete a more thorough investigation, we truly do need to have you file a dispute with your bank for any items you did not receive.
  
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-877-3ATHLETA ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 05/16/2025

  Better Business Bureau:
  
  After contacting Athleta 3 separate times, I was finally able to reach someone who would process the refund for the missing item. 

   

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4-28-25 I placed two orders of clothing for my children to my mothers house. My daughter was in the hospital for bacterial pneumonia with pleural effusion. I had emergently dropped my son off at my moms to take my daughter to the ** and he didnt have clothes. It ended up turning into an admission (still admitted now at ********************). It said theyd be delivered by May 5th. It wasnt ideal but since my daughter was in isolation I didnt want to risk sending my mom to my house and I certainly wasnt leaving my childs side. My daughter said she wanted some things too and I ended up placing a second order. Some how one ended up addressed to my moms and the other defaulted to my address. Its been a headache ever since. Each order was separated into multiple shipments. Two single items were mailed out to my house that I assume are in my mailbox but the mass majority of the order (14 items) never shipped. A label was created but they were never picked up. I expressed to your social media team how much I needed them and still they havent shipped. Then today, they cancelled my order!! Then my daughters order was separated into two shipments, one a single pair of sweatpants was delivered and the other is marked delivered but never was. A picture of someone elses door is displayed as proof of delivery. I dont know what else to do. I was able to order my daughter items from ****** straight to the hospital to appease her but my son still needed his order. She cant wear anything but it was good for her morale. Shes been inpatient for 9 days and they transferred us to ********** Saturday. Its bad. I dont understand why they simply didnt regenerate my sons clothes and express ship them out once they realized the label was printed April 30th and still hadnt left the facility as of May 6th. Theres also conflicting information provided. I was told *** had it but *** said they never picked it up. Regardless I never received it . order 1M2W1S5 and 1M2W1H3

  Business Response

  Date: 05/14/2025

  RE: Better Business Bureau Case 23293153
  
  
  Dear ******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At ********, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience with us and we're truly sorry this has not been your experience with recent orders, 1M2W1H3 and 1M2W1S5. We are glad to see that the items not received from the two orders were refunded, with $151.61 and $5.35 credits issued from order 1M2W1S5 on May 6th and May 8th, and $82.17 was issued May 10th for order 1M2W1H3 due to the tracking details reflected no movement after the package was prepared for shipment. While we never want to cause any inconvenience, as a system restriction prevents us from shipping again from orders, if you'd still like the items, it will be necessary to place a new order with standard shipping selected at checkout and then give us a call or chat with us from our customer service page here, **********************, with the original and new order numbers along with the email address used to shop with us, so that we can remove the shipping fee from the new order and adjust the pricing to ensure you get the same great deals.  
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************