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.
Have you had any issues with Gap Returns? Tell us your story.