Just 10 months ago, in May of 2008, Gap Inc. Brands implemented an umbrella website and checkout process across all four of their stores: Gap, Banana Republic, Old Navy, and Piperlime. With it, they implemented a new flat rate shipping service of $7 and free returns on all orders.
“Halleluia!”, we said, when LoobaLee posted about the awesome policy last May. Apparently, the investment made in combined, 4-in-1 policy plus free returns hasn’t panned out for Gap Inc. as expected. Perhaps due to the sluggish economy?
If you recall the new policy introduced last May was highly publicized. But, a significant change to the policy that went into effect just 2 days ago, March 10, 2009, and was only quietly updated on their website. In fact, we had to call them to clarify & verify. *
Interesting they would roll this change out immediately before the big “Friends & Family”, 30% off sale.
Free Returns has been eliminated on Gap, Banana Republic & Old Navy – you’ll now pay $6.00 for a Gap Return label. A couple notes:
o The policy also affects Banana Republic Luxe and Gap Silver card holders, and
o Piperlime continues to offer free returns.
Additionally, the number of the days allowed for returns (across all 4 sites) has been reduced from 90 days to 45 days for on-line purchases and to 30 days for in-store purchases.
While I’m sad about the policy change (we at LoobaLee seriously loved the old policy), I’m even more disappointed that the Gap did not proactively announce the changes to at least their customer database, or at a minimum, their cardholders.
I suspect that many customers purchasing today and this weekend during the Friends & Family will be surprised and disappointed to find out, after the fact, about the changes.
* 
– Suzanne Rielle, Co-Founder, Loobalee.com*
When is a GAP store not a GAP? When you try to return something. Today I tried to return a present received at Christmas. The family member who sent it asked me specifically if there was a GAP nearby in case it needed to be exchanged. The receipt state it can be returned to any US GAP store within 30 days. Guess what, the GAP store closest is a GAP Outlet store and would not accept the return. They stated I needed to return the item to a GAP retail store only and within 90 days. Again I questioned the fact that it does not state that on the receipt. I also asked about the 90 days since the receipt states 30 days. Again, they changed their story and said it is no longer 90 days but now 30 days to return. When asked where the closest GAP store is located I discovered it is 140 miles away. I guess I’m stuck and they win. The items will not be returned since I will not be able to make a special trip to return this. Be forwarned, they do not even follow their own polcies as listed in their own receipt. I will not EVER shop at a GAP store again.
I came across your article a little while ago and just thought that, as a Gap Inc. employee, I’d stick up for my store a bit
. I don’t know about other places, but I’ve worked in a BR factory store for nearly half a year now and our return policy has been 90 days the entire time i’ve been there. For the holidays, it was 120, as long as you have the receipt. We also will work with people the best we can to help, but a lot of customers don’t realize that the employee’s that they speak to can’t do a whole lot because we dont make the rules (unfortunetly).
Also, everything we sell is returnable, so long as it wasn’t something that was marked down extra for being slightly damaged. I think that’s pretty reasonable.
I am shocked to hear how people have been treated at some of our stores though! If that’s the case, I completely understand why people would stop shopping there.
Oh, also, while it is true that gap outlet and BR factory stores can’t take returns from full priced stores, that’s simply because we don’t carry the same merchandise.
I wish that consumers as a whole would take that times are a changing and the Ole’ added the customer is always right is ! is past it and does not really help anyone.
I was at the GAP this weekend and witnessed the worse kind of treatment onto an employee from an outrage female it made me rethink how I as a customer am responable for reading all the fine print I can no longer EXPECT all my answers to be given to me.I must remember that as a customer I need to make that habit and READ policy printed on the reciept.
It is no longer OK to think I will get what I want if I am not respectful and aware that I broke policy 1st before I speak.
I hope more women here in highlands ranch take this and work it into habit.
So to all employees if ever I screamed I am sorry.
Hi Sam, thanks for your comments. It’s a great reminder for people to ask before assuming, especially these days. Whether shopping Gap Kids & Gap Baby,… or other favorite children’s retailers as well.
At this point their policy isn’t new, but at the same time I guess I didn’t take the time to read it as I have had seamless returns from them in the past. I’m annoyed about the whole thing. I feel that the policy is very customer UNfriendly. I will not be shopping at the Gap again any time soon.
Thank so much for the comments. It’s amazing, we’ve have had this post up for about 1.5 years, and we continue to hear stories and feedback like yours. btw… we have both New With Tags and gently-worn children’s designer clothing listings our our ecommerce marketplace site: http://www.loobalee.com Please take a moment to check it out if you haven’t already — all feedback is welcome as we work to grow the service.
Speaking of return policies I think our LoobaLee Standard Refund/exchange policy (which we offer for Sellers to use) is awesome, the best I think you’ll find on the resale market. We put Moms together role playing as buyers and sellers to define the best balance in the policy.
~Suzanne @LoobaLee
Today I tried to return pants with receipt and tag, but it was little bit over 90 days. The manager told me I can only get $3.97 back (originally $ 11.97) because it is over 90 days. It is not fair for the customers. So there is no need for the customer to keep the receipt next time. Other stores will give you full refund with the original receipt.
Thanks for the comment and update on the Gap return front. $3.97! You could get more selling it on LoobaLee!
Many stores are more lenient over Christmas, or at least officially expand their normal policy, but I don’t see the Gap doing this. It pays to be cautious with them, especially when shopping for gifts from Baby Gap and GapKids! ~Suzanne (p.s. check out our main site for buying/selling name brand, quality children’s clothing at http://www.loobalee.com)