Question for customers, do you feel like the Gap brand connects with their target audience? Do their products align with the company's messaging?

During the pandemic, it is actually impossible. They do not have customer service reps and the call just simply says they cannot help you.

How easy is it to get a hold of customer service at Gap?

BE AWARE!! - Their online return policy on all GAP-GAP FACTORY-OLD NAVY is a complete SCAM! You have 30 days from SHIPMENT date to have your returned package ARRIVE to their warehouse! And it can take up to 15 days for it to arrive!!! This means that you basically really have just 15 days from the day your order will be shipped to you to the day you make the return. Assuming that the original order might take up to 7 days to arrive to you, you only have about 8 days to decide if you are keeping the items or not. Good luck!!

I spoke with a customer service agent on June 20th for an order that was placed on May 28th and he told me that if I mail my package today it's not sure it will arrive by June28th at the warehouse as it might take up to 15 days, so if it doesn't arrive on time the return of 150$ won't be accepted!! But he said: " I'd suggest you try to make the return and STAY POSITIVE!!!" wow...!! This really is a scam..

He also suggested that I return my items in store as that would be the safest way to make sure my return is accepted. The order includes both old navy and gap items and to return it I'd have to go to both stores because they wouldn't process it just in one of them! For a company as major as GAP INC you would expect a more professional and respectful policy towards customers...

BE AWARE! Return policy is a SCAM

BE AWARE! - Their online return policy on all GAP-GAP FACTORY-OLD NAVY is a complete SCAM! You have 30 days from SHIPMENT date to have your returned package ARRIVE to their warehouse! And it can take up to 15 days for it to arrive! This means that you basically really have just 15 days from the day your order will be shipped to you to the day you make the return. Assuming that the original order might take up to 7 days to arrive to you, you only have about 8 days to decide if you are keeping the items or not. Good luck!

I spoke with a customer service agent on June 20th for an order that was placed on May 28th and he told me that if I mail my package today it's not sure it will arrive by June28th at the warehouse as it might take up to 15 days, so if it doesn't arrive on time the return of 150$ won't be accepted! But he said: " I'd suggest you try to make the return and STAY POSITIVE!" wow...! This really is a scam..

Their return policy is a SCAM

Yo! Gap seems to be the best retail company for those seeking for some nice quality clothes for a kinda low price.
I personally was aware of this brand even before it captured the mass market. I thought that it would be a breakthrough, hence nowadays we can behold this picture. Many people wear attire from this brand and it seems to me this tendency will last for several decades more.

Gap seems to be the best

I want to give a big thanks and help from Abu Dhabi Al Wahda mall staff name Catherine last Saturday - she made me happy that I was able to use/claim amber points during my shopping, she asked me if I have Amber membership - I really dont remember this kind of stuffs at all. Since I have a good amount to spend - I only paid 30% of the full amount 😉
I hope others do the same efforts on customer service/cashier, makes may day too 😍

I want to give a big thanks to Catherine from GAP Al Wahda Mall Abu Dhabi

Return policy is deceptive, would not accept return as it was 1 day past date *due to carrier* using the label they provided — I shipped it over a week prior. They sent it back. I feel robbed. Awful customer experience when I called to inquire about this. I've shopped across all their brands, online and offline for 20+ years and due to this awful experience I will never buy anything from them ever again.

Return policy is deceptive

Gap sent wrong items - baby clothes! Then wanted me to repurchase my adult items and wait 15 days for a refund after I ship them back. I don’t work for them - I’m the customer. Oh wait - I WAS the customer!!

Should I fix their mistakes?

They may have some cute stuff but if you need to return anything, good luck. It's been 3 weeks and 3 phone calls later and they are still "looking into it". I was told 7 days for a credit.

Returns are a joke!

Return policy is horrible .. ordered online .. size did not meet the need color was not looking the same .. got just 2 days late and they won’t take the return 😭 
Why it’s brand new I did not even open a couple of them. 
Store at Stonebriar refused to take return at all . Why can’t they give store credit or an exchange ?
Then called online and they said I could exchange . So went to another store at Preston , 
While they gave store credit for one order but for the other which was also late they said they can give only 50% of it WHY???? I am taking store credit why half on one and not on other . 
Don’t do online shoppers from GAP unless you are absolutely sure.

Return policy is horrible .

Gap kids has the cutest selection of kids clothing. I always know that when I need something for my kids, Gap Kids is the place to go. Keep it up!

Cutest stuff!

Terrible new return policy and change without notice. Deemed my return was late because it didn't arrive before 30 days, even though in the past I have successfully returned many orders as long as I mail them out within 30 days. Would NEVER order again from their website or go to their store. Canceling my gap card also. I don't need you at all, when all the other stores are trying to improve their customer service and you are trying to make it worse.

Terrible new return policy and change…

Just return two new items, ran two remote different locations. One is outlet store and cannot receive return. Several days later went retail store and refuse due to over return day and told me the online shop has 60 days. Call online department, being told change back to 30days for return. Ask to talk with manager and no explain to me that the manager is not available and ask me to call tomorrow. Only 20 dollar items, my gasoline and time cost is already over the $20. Not about money, Just DO NOT like Gap's customer service.

Poor return policy and bad customer service

Terrible return policy.  Tried to return something just past the 30 day return date.  Didn’t realize gap had changed their return policy.  Tried returning in store and online.  No exceptions. Won’t even issue a store credit.  So now I’m stuck with a dress that doesn’t fit.  I ordered items from American Eagle the same day, they had so problems taking items back. Won’t be shopping at gap any more if this is how they treat their customers.

Terrible return policy

received item from online order 3/18. returned items 3/23. it is 4/17 and I still have not received my credit. compare this to amazon. I just returned an item from an amazon to the ups store yesterday. got a text 5 minutes later that my account has been credited. I have had two mentally exhausting chats with a gap representative and have sent multiple emails. NO response. At this point I have reported it to my CC company. maybe they can get somewhere. Alas, I may be out $200.00. will never shop at gap again. Been reading that they are going out of business.

received item from online order 3/18

Every time I have a transaction with Gap.com, it seems I have a problem. I ordered shirts to be sent to gift recipients and neither order was ever sent. Tracking just showed it was picked up but it never moved from there. I had to call customer service and have them re-order the shirts and have them sent again but they made me provide a credit card to re-purchase. They finally sent the packages and the order was wrong. I ordered three shirts and they sent one and the shirt they sent was the wrong size!  I called them to rectify the situation and got a very rude CSR who lied about issuing a refund for the missing shirts and then made me give my credit card to re-order them.  AGAIN. Come to find out they never issued a refund for the missing shirts, they just charged me again for more shirts.  The absolute worst customer service with a language barrier that only exacerbates the situation.  I disputed the charges on my credit card because after two phone calls to Customer Service, all I got was more lies and no resolution.  The Gap online SUCKS!! Bring your customer service back to the US where it belongs!

Avoid them unless you enjoy being frustrated!

I'm just curious - what else does it take to make a simple purchase of basic clothes? What else do I need to 'have in hand' - my mother's paper address book? 

"Your recent order #XXXXX has unfortunately been cancelled due to a potential fraud alert. If you would like to replace the order or learn more, please call us at 1-800-GAP-STYLE (1-800-427-7895) and ask for “Research.” Have your credit card, billing address, and phone number as it appears on your credit card statement available".

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