SmallBizGenius Analysis
Gap receives mixed reviews, with customers praising in-store experiences and jean quality, but frequently criticizing online order fulfillment and customer service. While some find good value and stylish designs, many report issues with shipping errors, returns, and unhelpful customer support interactions.
Category Breakdown
Scores based on analysis of 96 recent reviews
Customer Service
3.0/10Many reviewers report negative experiences with Gap's customer service, citing unhelpful representatives, long wait times, and difficulty resolving issues related to shipping, returns, and refunds. Some customers mention being hung up on or transferred to scam call centers, while others describe representatives who are unable to understand or address their concerns effectively.
40 reviews mention thisShipping and Delivery
2.5/10A significant number of reviewers report problems with Gap's shipping and delivery, including delayed orders, incorrect items, missing packages, and packages delivered to the wrong address. Some customers also express frustration with Gap's handling of lost or stolen packages, with claims being denied or requiring them to dispute the charges with their bank.
35 reviews mention thisReturns and Refunds
3.5/10Several reviewers complain about Gap's strict 30-day return policy, which begins from the shipping date, and the difficulty of processing returns or exchanges. Some customers report being denied returns for washed or worn items, even when the quality was poor, while others describe challenges obtaining refunds for items that were never received or were returned due to errors on Gap's part.
25 reviews mention thisProduct Quality
5.0/10Reviews on product quality are mixed, with some customers praising the quality of Gap jeans and baby clothes, while others express disappointment with the materials and construction of other items. Several reviewers mention that clothes shrink or lose their shape after washing, and some complain about the increasing use of poly blends instead of natural fibers.
15 reviews mention thisIn-Store Experience
9.0/10Several reviewers highlight positive experiences in Gap stores, praising the friendly and helpful staff, clean layouts, and wide selection of clothing. The Deer Park, IL location is specifically mentioned multiple times for its exceptional customer service.
10 reviews mention thisWebsite and Online Ordering
4.0/10Some reviewers report issues with Gap's website and online ordering process, including canceled orders, difficulties applying discounts, and suspected fraud. Several customers also mention problems with their accounts, such as orders not passing verification or credit limits being lowered without explanation.
12 reviews mention thisPricing and Discounts
5.5/10Some reviewers appreciate Gap's sales and coupons, while others criticize the company's deceptive pricing tactics, such as false advertising of discounts. One reviewer details how a "40% off" promotion was actually only a 20% discount, while others mention being charged surcharges for late payments or having orders canceled due to suspected fraud.
8 reviews mention thisPros & Cons
What Customers Love
"The employees at The Gap store in Deer Park, IL are amazing! Friendly, knowledgeable and super helpful. Highly recommend!"
"Bought some jeans. Best jeans I have purchased in years!"
"I got a few baby gap outfits for my son and they look really adorable. the material is soft and gentle on his skin, perfect for daily wear."
"I visited this store in Virginia and was impressed with the clean layout and wide selection of clothing."
"Great sale anc friendly employees"
Common Complaints
"This really is a bad company. They have no morality when it comes to working with customers. I've repeatedly had issues with deliveries being made to the wrong address, and being lost."
"Purchase did not arrive, ignored by customer service chat"
"Their return policy is the worst- strict 30 days. First day counts from shipping date. Will not even allow straight exchange for same item but different size."
"The overwhelming use of poly blend material is just not good enough."
"Online store useless: I attempted to place four separate orders on the GAP website... and every single one was canceled without explanation."
Common Questions About Gap
Answers derived from customer review patterns
Is Gap legit and trustworthy?
While Gap is a well-established brand, these reviews suggest caution, especially for online orders. Many customers report issues with shipping, order fulfillment, and customer service, raising concerns about the reliability of their online operations. While some customers have positive experiences, the high number of negative reviews indicates a significant risk of encountering problems. Therefore, it's essential to carefully consider the potential downsides before making a purchase, especially a large one.
Based on 20 reviewsDoes Gap have good customer service?
Based on these reviews, Gap's customer service is a major area of concern. Numerous customers describe unhelpful, unresponsive, or even rude customer service representatives. Many reviewers report difficulty resolving issues related to shipping, returns, and refunds, with some feeling ignored or dismissed by customer service agents. The negative feedback suggests that Gap's customer service may not be equipped to handle customer inquiries or resolve problems effectively.
Based on 35 reviewsIs Gap worth it for small business?
For small businesses, Gap's inconsistent online service and problematic customer service make it a risky choice as a reliable vendor. While the brand may offer stylish clothing and occasional sales, the potential for shipping errors, order cancellations, and difficulty resolving issues could outweigh the benefits. Small business owners seeking dependable clothing suppliers should consider alternatives with more consistent service and responsive customer support.
Based on 10 reviewsWhat is Gap's return policy like?
Gap's return policy is frequently criticized for its strict 30-day window, which begins from the shipping date rather than the date of receipt. This policy can be particularly problematic for customers who experience shipping delays or need to return items purchased as gifts. Several reviewers also report difficulty exchanging items or obtaining refunds, even when the return is due to an error on Gap's part.
Based on 15 reviewsWhy are Gap orders getting canceled?
Some reviewers report having their Gap orders canceled without explanation. While the exact reasons for these cancellations are unclear, some speculate that it may be due to suspected fraud or issues with payment verification. In some cases, customers are asked to provide additional information or contact their bank to resolve the issue, but even then, the orders may still be canceled.
Based on 5 reviewsLooking for Something Different?
Compare Gap against 522 similar lifestyle & perks options.
View Alternatives