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.
Unfortunately I just figured this out on my own tonight. Over the past year I’ve gotten so much online as a Gap Silver member because I had free shipping & free return shipping. If I didn’t have time to go to the mall, I just ordered stuff through the mail to try on, knowing I had the option to return for free if it didn’t fit. So on this last order, I am returning 1 of the 6 items I bought and I went to print my free label only to see $6 shipping. It’s an $8 item I’m looking to return, so of course I will not pay $6 to return it. Guess I’ll be bringing it back to the store….
Hi Amanda, I’m so sorry this happened to you!
It’s very unfortunate. I was inches away from the same mistake. We only looked at the Return Policy to verify a detail and randomly discovered the change, which came as QUITE a surprise — seeing as nothing had been communicated by Gap.
I just had a bad experience with Old Navy and their return policy
http://users.livejournal.com/_milashka/607440.html
Hi Olga,
Gosh, unfortunately we’re hearing this more and more. In my opinion, Gap Brands have shifted the pendulum too far with their return policies — beyond the ‘tipping point’. I think the policy is actually starting to drive customers away. I’d be curious to see their data on this. Return/exchange policies really do matter when it comes to Customer loyalty. How can they compete with the likes of 77Kids, who have an unlimited policy — whose highest level objective is to have happy customers? It makes one wonder what’s going on behind the scenes at the company….
I shop almost exclusively at Gap because it carries Men’s XS and pants in waist 28. I was shocked when I went to return an online purchase today, and I was denied because it was over 30 days. For all the shopping I do there, I couldn’t believe I didn’t know of this new policy! The number of days to return wasn’t even listed on my packing slip!
Thanks! We appreciate the comments ‘hardtoport’ – The new information here that we hadn’t reported was that the last day to return isn’t even the receipt. I wonder if this is an oversight in their process or if they are intentionally keeping it on the hush. No matter, I expect this from any major retailer. They should have either the last date to return itself or a visible note of the policy. Gap is a major international chain, whether an oversight or an intention, either way its disappointing. On the other hand, I don’t expect this from small, independently-owned children’s boutiques (either on or off-line) – so before making purchases from these stores I always ask about the policy.
I’m a GAP Silver Card holder and I didn’t realize the change until now. For someone who shops almost exclusively with Gap/ Old Navy online over the years I haven’t thought to look at their policies again, since I had them memorized. It was always 90 days and they would give you store credit if returned beyond that. I returned a box of stuff and then I received a box back with my orders. I had 4 orders of returns in the box. $180 worth of merchandise. The invoice/receipt didn’t state a change or even simply state the return policy. All receipts state a time limit/ return policy, but these don’t. One of the orders was received at 47 days, so they didn’t take it. I believe they received the package before that, but took a few days to process. I spoke with Customer Service and Customer Relations and they are refusing to take anything back.
I think this can be a Class Action Lawsuit in the waiting. I was also looking at the Dept of Consumer Affairs website and I think that Gap might be at fault for not stating their return policy on their online receipts.
http://www.dca.ca.gov/publications/refunds.shtml
What do you think?
Hi Loobalee, I had a similar experience when Old Navy, Gap, or Banana Republic when they changed their return policy and didn’t tell anyone. I am out quite a bit of money for several items that didn’t fit. I don’t mind their change in policy nearly as much as it bothers me that they didn’t post it on their website where people would actually see it, or print it on the receipt, or email everyone in their customer base. Customer Service told me to write it to the head of Gap Inc. Here’s his info:
Toby Lenk
President, Gap Inc. Direct
Gap Inc. Headquarters
2 Folsom St.
San Francisco, CA 94105
I also plan to file something with the Better Business Bureau. Here’s the link for the San Francisco chapter that would handle the complaint: http://www.oakland.bbb.org/
I invite everyone who has experienced a similar issue to write to Toby Lenk, call customer service, and write to the Better Business Bureau. If enough people complain, they’ll do something about it.
Hi Erin,
Thanks for posting this information for our readers. Truy a disappointing response from Gap Customer Service. The confusing thing for me is the lack of communication and apparent attempts to hide the return policy change seems very out of character for the Gap, resulting in lowered expectations and trust level across the board to all Gap Inc. stores: Old Navy, Gap / Baby Gap / Gap Kids, Banana Republic, Piperlime — and sorry to say, even now Athleta.
Hi Bex,
We did a quick search on the California Department of Consumer Affairs website and it looks like the printing of a return policy on a retail receipt is only required if the store’s policy is less than 7 days, which is defined as the “common expectation”. Although we certainly aren’t legal experts. The policy we found is dated 1991 – so there quite possibly is an update. We didn’t find any policies or protocol on the site regarding a retail store changing their policy.
Still, independent of legal issue or not, Gap Inc’s lack of transparency and communication about this significant change seems unfair to the customer.
I just got screwed by this on a present that I bought for someone, 36 days ago. I can’t even return a pair of the exact same pants in a different size. I have been a Banana Republic customer for as long as I remembered, but I just canceled my credit card and will not shop there anymore. They have lost a customer for life.
Thank you for the comment Emily. It seems your scenario is happening quite frequently.
Another thing we want our readers to be aware of is that anything ending in in $.97 at Gap/ GapKids / Baby Gap is a final sale. In stores, the items are supposed to have a Final Sale sticker, but we’ve noticed many do not. So, unless the cashier mentions the items is final sale or you are already aware of the policy, you could easily get stuck purchasing an item for which even the 30 day policy won’t apply.
These all seem to be cost-saving or cost-cutting measures for Gap Inc., perhaps driven by the economy. Another change we recently noticed is they are using FedEx Smartpost now for shipping their on-line orders — which is a bit slower.
I was denied a return at the store recently, too since I was 3 days past their new 30 day return policy cut-off. Gap Inc.’s return policy at their Old Navy store is still 90 days. Other companies with multiple department stores such as Federated with its Macys and Bloomingdales maintain the same return poicy for all their stores. So it is surprising that Gap has different for policies for different stores. Is it legal for a company to have different return policies at their various stores. Also, their store return ploicy seems to be in a state of flux (first it was 90 days, then it went to 60 days and within a few months it changed again to 30 days- this has all happened within a year). This makes it very difficult for the customer to keep up with their changing policies. At other stores, such as Ann Taylor, when there is a change in return policy, the clerk informs the customer of this change at the time of the sale. Gap makes no such effort. It does not seem ethical. After my recent experience and reading about everyone else’s bad experience, I will no longer shop at Gap/BR/Old Navy.
Hi Jen, Thank you for filling us in on your experience! The most disappointing aspect of this change is the lack of communication — it borders inethical and it has upset many customers, but is apparently legal because the policy still exceeds 7 days. And, contrary to what the company may think, not everyone lives conveniently close to a Gap store – making returns more difficult.
It seems very strange and inconsistent that Gap would have a more stringent return policy than Old Navy. Out of curiosity I just checked the site again, and (what a surprise), Old Navy is now a 45 day policy as well!
Not sure where the 30-day return policy is coming from since the website clearly states 45 days for either store or online, except for Final Sale items. http://www.gap.com/customerService/info.do?cid=2326&mlink=,1151605&clink=1151605
As for $6 return shipping. That covers the price of shipping the items back and is something that many companies do. In order to maintain competitive prices and still stay in business, sacrifices have to be made and overhead needs to be adjusted. Companies cannot remain in business if they are giving away free postage on items they may not be able to re-sell. Rather than complain about a $6 shipping label to return items with which you are not happy or that do not fit, maybe you should be appreciative that they are still in business, providing jobs for many people, instead of closing their doors like so many other companies already have.
There’s more to Life than shipping fees…
Yes, you’re correct Caryn. We had to look again. In March when they changed the policy, it was 30 days for on-line purchases and 45 for in-store. At the time it was also still 90, as we recall, for Old Navy purchases. Now… it has changed to 45 days for both on-line and in-store purchases. And, Old Navy is 45 days now as well. There were many unhappy on-line customers, so its nice to see the Gap has made this modification (but… also not communicated!).
I appreciate your comments. We too are happy to see the Gap is still in business and haven’t been closing stores (that I’m aware of). They’ve made several changes lately to the policies and practices. The main disappointment with the return policy change and shipping fees is lack of communication, especially after the large amount of publicity they gave to their previous policy. A lot of customers have been surprised, thinking its still the same.
It goes to show that if these policies are important to your purchase decision, and you haven’t shopped a store in a while, it pays to check them first – especially these days.
~Suzanne
Hi there!
As a retailer, I thought I’d chime in on what’s probably behind Gap Inc.’s policy changes.
Fashion, as you all know, is highly seasonable. For a retailer, clothing is almost as perishable as bread or pie. Especially in today’s “fast fashion” world, where Forever 21 stores turn over all of their merchandise EVERY TWO WEEKS, it is virtually impossible for clothing stores to take returns 90 days after an item is sold and expect to stay in business. Stores that do have more lenient policies (e.g., Nordstrom) generally sell items at a higher mark-up, which makes up for the losses on returns (we carry some of the same lines as Nordstrom, but at lower prices). In other words, you have to pay for your merchandise, plus the store’s overhead, one way or another.
It’s interesting to me how shoe e-tailers are all able to offer free returns. It leads me to believe that shoes must be a much higher-margin item than clothing.
Thanks for the perspective Kristen. Wow… every Forever 21 turns over their merchandise every 2 weeks! That’s amazing. We’ve found the shoe e-tailer free shipping/free returns policy interesting as well. Might have to research that a bit and post our findings.
I agree that you can find price variances in brands at different stores, such as independent boutiques like http://www.juvieshop.com vs. Nordstrom for some tween lines
I will never shop at BR/Gap/ON etc… again due to being turned down for a return 2 days past the new 30 day return policy. Over the years I have probably spent 6 figures at these stores combined and I will now go elsewhere.
Just noticed that the Gap is making a prominent, can’t miss statement on their receipts for on-line purchases about their return policy.
Gap has also lost me as a customer, after 30 years of being a loyal shopper for my family’s clothing. They refused to accept a return, after no obvious posting of change of policy in the store. They have lost at least $1000 this week from me, as we will shop for the kids’ back to school clothing ANYWHERE else. I wrote a detailed letter in part so that I can read it if I ever THINK of every buying from Gap (or affiliates). They were not nice and clearly do not value my business of many years.
(It’s permissible to change the policy, but how about some flexibility at the onset.)
Hi, I need to buy school uniforms and Gap has the best ones, but since I’m not very sure what size to get, I’m using the guidance of the Size Chart. I havent purchased anything because I wasn’t sure if I would be able to exchange the clothes at the store if they didn’t fit.
(I just want to know if its possible to exchange my online purchases in-store)
Please Help!
Thanks!
Hi Gaby! The online return policy states: Unwashed, unworn, or defective merchandise may be returned by mail or to any US location within 45 days of original purchase date. Sorry, there are no returns or exchanges on final sale merchandise, online or in stores. Here is the link for more information: http://www.gap.com/customerService/info.do?cid=2326&mlink=,1151605&clink=1151605
You can also call customer service at 1-800-GAPSTYLE for help with sizing.
I just returned two items I ordered from gap.com on July 4 at my gap store (60 days later) and they took them back for the current selling price (which also happened to be the same price I paid –they hadn’t been marked down since I purchased them). I got a refund on my cc. Is this something that not all GAP stores do?
Hi Amy,
The standard return policy is 30 days for in store purchases, and 45 days for on-line purchases. Perhaps you worked with a store manager who made an exception because the item was still in stores and hadn’t been marked down since you purchased.
Very interesting! I think you got lucky
The return policy for Gap used to be 90 days for a refund, after that date you could get a store credit for the purchase price if you had your receipt. The policy has recently changed to 30 days for any returns. After that point they will not accept the return at all. (You can choose to say your lost the receipt and accept the sale price) This is huge change in their policy, I have always shopped at the Gap, that has ended. I have filed a compliant with their customer relations, and I plan on filing a complaint with the BBB. A return policy change this drastic should have been very widely publicized, not quietly implemented!
Joining the chorus of offended and saddened former customers here. I was 5 or 6 days past 30 at Banana Republic. Had been shopping there so long it never occurred to me to read the receipt. Was treated poorly when I inquired about the policy change and why the sales associates were not verbally educating customers at the point of sale. Worked my way up the chain of corporate customer service reps while standing at the sales desk, to no avail. Not even a store credit. Cutting up the Luxe cards, we’re done.
I will NEVER shop at Banana Republic again. The employees and managers failed to mention the new return policy when I purchased several items and refused to exchange the clothes for a different size. I will shop at J. Crew or Nordstorms since they have a liberal return policy. Banana Republic merchandse is mostly made in China and the quality like the customer service has deteriorated greatly in the last few years.
I know several people who have quit going to Banana Republic because of their 30 day return policy. The Gap Corp. is going to lose a significant amount of money and loyal customers because of this ridiculous policy.
It is quite sneaky for them to publicize something so much only to reverse it quietly later. Personally, I read all of my receipts for plain fact that I can never remember what each store policy is where I shop. I am not defending GAP at all as they are incredibly inconsistent in everything they do causing customers confusion and aggravation often. Have you noticed Gap Kids graphic T’s will post online at $14.50 only to see them hit $16.50 less than a day later or go into a store to find the same shirt you paid $17.50 for online is $16.50 in store. Their prices make me feel like I should just spin a wheel to see what mood they are in for pricing that day. Also, they recently had a BOGO sale where one Graphic T was free with one purchased at full price. EVERY store was including different items in this sale. Some stuck to the book of rules while others let $60 outerwear be included (the sign only said “GRAPHIC T’s”). When I asked about this inconsistency they said it was up to the store manager. That caused incredible confusion for a lot of people I know on a newsgroup I am on. As far as their credit card is concerned there have been unending complaints of them holding payments for up to 21 days. If the money is gone from the holder’s account why is it not posted in some REASONABLE amount of time.
While I like their kids clothing they are incredibly expensive and should at least have the common courtesy to treat their customers with a little respect. Instead when I try to clarify an inconsistency with them they get rude and take the “well that’s what it is today” approach. They need to be taught a lesson, seriously. They could care less about the customer…that has been the only consistent thing I’ve found coming from them is that kind of messaging.
I had the .97 cent price happen to me today and I am so frustrated. I would have never have bought the pants if I would have known that I couldn’t have taken them back. What makes me madder is that the saleslady at the store said she sympathized with me and told me to call the 1-800 number and I could get an instore credit from The Gap for the money that I spent. I called the 1-800 and was promptly told that i couldn’t get a credit and that wasn’t their policy and that I just had to keep the item. So annoying and underhanded.
I’m glad I am not the only one that got BURNED by Banana Republic. When I purchased a full-priced blouse and a clearance cardigan, the sales associate made it clear to me that the cardigan was not returnable. No mention of the 30 day return policy. I went on day 34 and they refused to return it. Offered me a merchandise credit for the current price which was $15 less than what I paid. Called BR customer service while in the mall and she wouldn’t budge either. The Sales Associate will ask you your zip code, your email address, if you would like to open a credit card and save 15%, but they do not ask you if you know the return policy. Gap Inc. will NEVER see another dime of my money. I have a 4 and 7 year old and many more years of clothes shopping. J. Crew, Ann Taylor, Gymboree, have a 60 day return policy. Taking my money elsewhere!
I went shopping at the Gap this past Sunday. The weather is cooling and I was looking for some clothes for my six year old son (special needs). I went to the Gap, as I usually do (outside of a typical Old Navy trip), I was in shock when the salesperson rudely told me that the clothes I bought was on the new final sale policy (97 cent item). I had no idea what she was talking about! I asked her to clarify and was floored!!! I have shopped the Gap, Old Navy and Bananna Republic for over 15 years and never heard anything so INSane…my son has special needs and is anything but cooperative when shopping. I normally purchase clothes, take them home and through the course of a week I have him try them on. What does not fit gets returned with no arguments…not anymore from the Gap family. I am mortified!!! THIS IS DISCRIMINATION!!!! I am one of many moms who face the situation of a tantramatic child who will not let you try anything on them unless they want you too…this could go for a week…to be told that i cannot even exchange an item if it did not fit is not right. When did it become policy to take a person’s money, allow them to purchase merchandise, and then say oh well yours now?? I am not a happy mommy. I have contacted corporate only to be told that I should not buy off that rack because of my situation…hello, can we say more discrimination!! What if a person who was wheel chair bound or having disabilities of the hands was not able to try something on but wanted the deal because of the economy?? would the Gap family of stores say then you should not buy off that rack?? Last I checked consumers have rights…I understand the Gap family wanting to not have older merchandise returned, however to not have an exchange policy, not refund…exchange policy…is absolutely bad business.
This company needs to recognize that we are individuals with specific needs. Caregivers need to know that if they see a deal they can purchase and at least exchange it if it does not work out….people with special needs are not the easiest to shop with. I know plenty of moms who find solice in shopping while their child is in school or with a respite provider. It allows for a peaceful day of shopping to purchase what the person may need. This company is missing out on human needs.
SHAME ON THE GAP FAMILIES FOR DISCRIMINATION!!
Hi Lannie, Thank you for sharing your story about the challenges of shopping for kids clothing for special needs children. This special needs view of return policies is certainly not being taken into consideration at the Gap, and, actually I wonder how much it is proactively considered at other stores?. I hope you’ll consider shopping LoobaLee. We encourage all of our Sellers to indicate the exact measurements of items they are selling (as sizes across brands vary greatly and previously worn/washed items can have shrinkage). Your topic has peaked my interest (I may want to interview you on one of our upcoming radio shows about “buying right, caring right, and selling right” when it comes to shopping for kids clothing. Thanks again for sharing Lannie, ~Suzanne
Not happy with it. Can’t believe I would nlot have know about it if it were not for LoobaLee!
I meant NOT
Thanks Arlene! So many other retailers have such great return policies, e.g. Lands’ End, 77Kids, and even Old Navy is better than Gap. We’re having a hard time understanding the business reasons behind this.
I had no idea about this!! The Gap Inc. only has an Old Navy store in our town…so that is normally the only store of there’s I shop at. I really dislike dealing with returns through the mail. I am currently dealing with doing a return through Crocs.com NOT HAPPY with there customer service!!
im a member:)
i am a facebook fan
Seriously? CROCS? We’ll have to check that out
I’ve heard they aren’t doing well and are looking at some changes. My girls sure do LOVE their Crocs though! You’re lucky — I don’t have either Gap or Old Navy near by… so most of my shopping is on-line. Thanks for entering again today!
Very interesting and frustrating. I would think if you atleast have a receipt you should be able to return your items.
I almost NEVER buy gifts at GAP anymore – used to all the time. If I buy a gift a week or two ahead of time, then give it that gives the recipient 2 weeks to return or exchange – really unreasonable.
I shop at Gap and Banana Republic a lot! And I would have never known about this if it wasn’t for Loobalee! So thank YOU! I think the policy sounds reasonable *if* they make it known…I mean really make it known, with lots of pr and perhaps a grace period before it is implemented. The way they are doing it now is just wrong and to me shows they do not value their long-time customers.
Congratulations Dana! You won Day 6 of our Christmas Countdown Contest! Please watch for an email from CustomerCare@LoobaLee.com regarding details for claiming your prizes. Thanks for your interest in LoobaLee!! ~Suzanne
Hi Shannon, Thanks for the comments and for entering our contest! The whole saga with Gap’s return policies has been an interesting one to watch. I personally got tricked by the new policy with tags ending in .97 cents (no returns allowed.. period). Anyway, it pays to understand store policies and since they tend to change, it pays to get updated on occasion, especially at the stores you shop frequently.
I hope you’ll stop back and comment daily through Dec. 24. Cumulative comments will be entered in our grand prize drawing for a $75 LoobaLee shopping rebate and 1 year free subscription. Also, bonus entries can be won if you let us know your a Facebook Fan and/or Registered Member of Loobalee (which is free!, and unlocks some great, additional shopping features).
Thanks for your interest! ~Suzanne @LoobaLee
Hi Michelle, thanks for your comments! I completely agree with you about the Gap making their store policies known. What was so surprising is they made such a big splash when they introduced flat rate shipping and free returns across all stores (May, 2008), then barely a year later they drastically changed it without any announcements (and all 4 stores are different, too). If you’re interested, here is the article we posted when the original change came out in May 2008, this one was highly publicized:
I hope you’ll stop back and visit our daily, winning blog post. It’s announced daily on our newsletter, facebook page, and twitter. And, you can get bonus entries for being a Facebook Fan and/or Registered LoobaLee Member. All entries are cumulative toward our grand prize drawing on the 24th – a $75 LoobaLee shopping rebate and 1 year free subscription to LoobaLee!
Thank you again!
Suzanne
Have recent receipts from GAP and Old Navy and there is not a return date notification on either. Will start being more careful when shopping to take notice
I never thought about Christmas gift not being able to be returned because they are past the two week period! I start shopping pretty year…im glad i didnt buy anything from gap inc this year!
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I, too, just had a bad experience with Gap. I bought 4 pair of men’s pants for Christmas and was unable to return them. I was shocked that I had bought them with my Old Navy Visa, had my receipt, live 60 miles away from the nearest Gap store and they could have cared less. I called t Customer Service and they too didn’t care that they are losing a customer and a Visa card holder.