Banana Republic
reviews and complaints

Order No. 1BXGYCJ: Item (pants) did not arrive as described. I contacted the customer service line and was assured I would receive a FULL REFUND. I sent the item back using the UPS return label that was sent to my email. However, I was charged $31.62 and was only refunded $24.11, after having been assured I would receive a full refund. I spoke with customer service on 10/26 and told the representative that I was assured I would receive a full refund. She stated I had requested "faster shipping" which I did not. I did not specify anything other than "standard" shipping in my original order, and when I called in to make the return, I was told a pre-paid return label would be sent to my e-mail. During this call on 10/26, the representative placed me on a lengthy hold and then came back on the line and said "I think that's it, we just get her off to escalations and note it very well" and when I responded "it's me, the customer" she hung up on me. I was not given a choice of shipping method/speed for the original return. Only told the label could be printed and used, which is what I did. Item originally shipped to a UPS center in Steubenville OH. My billing address is 111 Parkview Dr, Weirton WV 26062.

Firstly, let me start by saying that I have been a Banana Republic credit card holder for more than a decade. I also have excellent credit history and take my purchasing decisions very seriously.

In June 2022 I reported fraudulent charges on my Banana Republic credit card from my June 2022 statement. That was around the time the card transitioned from Synchrony to Barclays credit card. A new card was issued.

In the July statement I could still see the same charges I reported as fraud in June. I know it takes time to investigate but wanted to confirm that they are still under investigation since I didn’t want this to affect my credit history. Its a good thing I called because the charges were not tagged as fraudulent. After calling several times why this is happening I discovered that there was confusion because the fraud charges were made before the card transitioned from Synchrony to Barclays. When I called Synchrony to report them as fraud they said they cannot see the card charges because they transferred all my history to Barclays. When I called Barclays they said they cannot see the charges that occurred prior to the transition because they occurred in the Synchrony card.

In the July 2022 statement, I found these same charges (the ones discussed above) along with additional charges made in the new card (the one issued after the fraudulent transactions were reported on the previous card)! I called Barclays again, long wait for each call, and spoke with multiple departments. The additional charges made after the card transitioned from Synchrony to Barclays were tagged as fraud, however they still couldn’t help with the charges made BEFORE the card transitioned from Synchrony to Barclays. At that point, I asked to close the card and never issue me a new one. I wanted to close my relationship with Banana Republic cards.

Around August 6 2022, I finally found someone from Barclays who could see the fraudulent charges that occurred before the card transitioned from Synchrony to Barclays. She said she reported them to management and claims to have issued a fraud report. I received a letter from Barclays stating they are investigating the fraudulent charges and I am not responsible until the investigation is complete.

Today (Aug 18 2022) I received a call from Barclays stating that I have not made payments on my card account ending in xxx. That was a new card opened in my name, and they are asking me to pay charges I had clearly reported as fraud. When I recited the whole story again the lady didn’t seem to know much about my history. I pleaded with her to look up my history. I asked her why Barclays opened a new card under my name when I exclusively asked them not to. I also asked her why she couldn’t identify that I had 2 separate fraud reports submitted. When I insisted she help me understand these questions she placed me on a long hold then hung up on me.

I am stuck in this dilemma. I fear it will affect my credit history. Please beware of the Banana Republic credit card.

I was always a big fan and a faithful customer of BR and BR factory stores.

Unfortunately there is no BR factory store near me and BR store looks like a showroom rater than store displaying a very limited merchandise. My only option now is to order online try at home and return what I do not want to keep.

Problem is with refunds - When return arrives at vendors facility -per website policy vendor should be issuing refund upon receipt of delivery. This is not the case - apparently the refund is issued after they "process " versus "receive" return. Processing takes up to 15 business days - this part is nowhere disclosed on the website ! this is the second time I am reaching out to customer service - who is not very helpful and rather blaze about it. "we have 15 days to process and if you do not receive refund after that time call us" Where does it say so in the policy? I order from J.Crew , Ann Taylor , WHBM and several other retailers not mentioning Amazon - never an issue - refund to my CC within few days max.

Very discouraged to order from the again. Was expecting a higher level of customer service. They act like they do not care

This is extract from the company policy posted posted online "We refund the cost of the returned merchandise as soon as we receive the delivery, and send you an email to confirm that the return has been completed. Refunds are in the form of original payment, such as the credit card used for the order. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account."

I placed an online order (# 1VKGH73) and errored when inputting the size of the Slim Rapid Movement Chino. The items is a "Final Sale" item, however I attempted to see if the Return & Exchange department could assist me. They simply continued to reference their no exchanges policy and indicated there was nothing they could do. I have purchased many items from Banana Republic and Athletica in the past number of months ... and nothing has been returned or exchanged. When requesting one small bending of the policy for a long standing customer I have been met with a complete lack of compassion or customer service. I have checked online and the pants I ordered are in stock in the correct size and color ... and now at an even lower price than when I purchased mine the week prior. I was hopeful that BR would consider helping me out based on my purchase history and the fact that this is the only request I have made regarding an exchange or return. I am completely dissatisfied with the level of service I have received and will not purchase another thing from any of the GAP affiliates in the future, and I will share my experience with anyone who I talk with about placing an online order with your company.

I was notified my item #1VGTSBD Ranks twist front yellow shirt has been damaged in shipping process on July 15th so I am requesting refund back to my credit card. Nancy Witt

I’ve always been a fan of Banana Republic. You guys never seemed to disappoint until today. I excitedly opened the package to see the cute pants and the shorts I had ordered but instead I got these pants. The pictures attached are exactly how it was from the bag. I honestly am speechless and extremely disappointed and quite disgusted. I don’t know who and why they would even send anything like these at all. I don’t like to complain but this needs to be addressed. Whoever did this obviously don't care about the company they work for, let alone their own job...

I ordered pants from Banana Republic. The item was sent with the store device still attached. I have no time to drive to the store to have device removed, and now have to make an extra trip to take the pants to UPS to return them. If I had time to do either of these two things, I would have gone to the store to buy them in the beginning which I don't. This is ridiculous, and very inconvenient for me.

I have been a Banana Republic credit card holder for several years and have the Black card. I always pay my full statement amount (often several thousand) before the due date. When the BR credit card system converted, my personal information did not get accurately carried over and as a result, I didn't receive my last paperless statements (and both were late and only paid b/c i checked into the system on status) and I never received my new card - to replace the one that is expiring today.

About six weeks ago when i first realized the issue, I spent 20 minutes on the phone with BR to fix the email address etc. Today, when I noticed the same thing, I spent over an hour, two disconnected calls, three transfers, one being hung up and no resolution. And now my account is blocked until I call back to resolve the issue.

I should note that as soon as I realized that my account was 4 days pas due today, I paid my $1200 balance in full today.

I was sent 3 codes for style cash, which were for $25.00 each and could be used on $50 or more. I placed an order for $165.00 and was informed that no items qualified. The style cash is good until 5/6 you are also running a 15% off promotion until 5/6 which means that the style cannot be used at all. It is not possible to remove the 15% off, because it takes it automatically. I then tried to chat and was told that the two promotions could not be used together and then I

called the 844 phone number and was given even more misinformation stating that the $25 was only good off $100. I have never been so unhappy with a company before.

I would like to say it’s insulting to me as a traditional white woman to see retail move into the political scene with changing their clothing and modeling . I am not impressed and will not be buying from your stores unless desperate.

My younger sons in their 30s have also commented to me that they no longer want to buy clothing from your stores as it’s demoralizing their manhood

I would like to make a complaint about the fact that nearly every female model on the website is black. I am a white female. I would like to see white models wearing clothing that I am thinking about buying. This is a normal cultural thing. I am getting really fed up with the fact that my own race is being completely pushed out in favor of another. There should be an equal amount of races portrayed on the website. People buying the clothes are not all black. Thanks!

I am a regular shopper at the San Francisco Premium Outlets, where Mr. Cottrel is a general manager at Banana Republic. Mr. Cottrel has repeatedly denied customer requests from people of color, requests which he complies when white individuals are the ones making them. This type of racist attitude has no place in a shopping center or anywhere else in 2021.

Please review pics below about the material, [protected]@gmail.com

I am a new customer to this card. I thought it would be a good first card. there have been nothing but problems from the start. To begin with, just trying to set up my account was nothing but trouble. The website kept logging me out; I then thought I signed up for autopay, but then it didn't do it and then you charged me for not making a payment; finally when my mom got involved, we set up the autopay and it took out what we thought was the whole amount that was owed; then to my surprise on March 4th 375.77 was taken out from my chase bank account; I didn't authorize this; this is too much money according to my records; Today I just spent the last 45 minutes on live chat to be logged off as soon at the person said that they would send me a check for the overages; I tried to relog onto the website multiple times then to request the statements, but your site convienently kept logging me out; I have never seen a site that doesn't allow you to look at your own statements; this leads me to believe that you have something to hide; I am very angry because I even tried calling into customer service and it only keeps asking me for the last 4 digits of my social and I never get anyone; I will not use this card again ever and will tell all of my own customers what a hassle and fraud this is; i would like my money that was owed and and explanation as to how this happened; I did call in over the last several months with my mom present also, because she was not sure how this was able to happen either;

I ordered a couple of dresses online on 4/29/20 and received them but had to return them due to size being too small. The stores were not opened due to COVID19 so thought I'd wait, not knowing how long it would closed. Finally, I decided I could just return via mail. I went on my account to get the return label and mailed it out usps on June 2, 2020. I received the bill for the 2 dresses which I returned. They were the only 2 items on the bill, $51.97. So, I called BR Customer service on June 19, 2020 and was told that due to COVID19, returns were taking longer and not to worry about late fees, as they can waive that and not to worry about it being reported to credit bureau. I was further told, if the returned merchandise were the only items on the bill, it would be okay for me not to pay the bill and wait for the return credit. So, that's what I did. Mind you, I have great credit and normally pay my bills right away. I never let a balance continue past the statement date. Always pay off all my card balances every month. Now, July 3, I received the bill again, now with late fees and interest of $29.22. So, I called BR customer service again to let them know I received the bill with late fees and to have them take it off as promised. Accept, I am automatically forwarded to the collection agency who now has to investigate the whole matter because I'm disputing it. Really? If I had known I was going to automatically be sent to collections by not paying my bill, I would have just paid to save the heart ache. I was also informed it had been reported to the credit bureau. Collection asked why I wasn't able to pay. It's not about me not being able to pay. I can pay, it's that I had returned the merchandise and now over a month later, I have not been refunded. I am writing this because I do not think it's right for BR management to have their customer services reps tell people false information about having late fees waived during Covid19 crisis due to the company's delayed services. If I was told what would happen, I would have paid the bill to begin with and just wait for the credit back once the refund is processed. This is infuriating. I have been a long time BR customer and this experience is making me not want to purchase anything from them. Collectionsn department ended up transferring me to their banks customer service department. The late fees and interest was then taken off and I ended up paying the $51.97 so that I don't have to deal with this anymore. I'll just now have to wait for a credit. I'm writing this complaint to request a credit asap.

I ordered merchandise and the cheap delivery service banana uses doesn't deliver my merchandise before close of business, I have contacted the delivery company as well as banana can not get any resolution from either one. I have been a loyal customer of banana for years and will never order again as long as they have UDS as a delivery service because I shouldn't have to pay extra to get my packages in a timely manner.

Dear team at Banana Republic,

I am deeply disappointed with my customer experience with you.

My order: #TH4DNQ7
Country of Residence: Netherlands

1.) Firstly, I subscribed to your website with a promise I would get a discount/promo code for "first time subscribers" on fully priced items.
2.) I followed your instructions and waited 24 hours for your email with the promo code.
3.) When purchasing the item the next day (fully-priced), the promo code you sent me did not work.
4.) Frustrated with this, I called up your services and spoke to a public relations representative on August 1st who tried to apply the same promo code sent and did not work.
5.) Your PR representative placed the order on my behalf with my credit card details over the phone (with my consent obviously). I gave him detailed information on the item I wanted: 12-Hour Pump - Madison - Black Suede - size UK 5, 5 = EU 38, 5. (Shoe size was checked several times on the phone to avoid confusion).
6.) When I received the shoes, to my surprise the item was INCORRECT. Two mistakes: On my order confirmation email it stated that I had ordered size UK 8 which I never did, and you actually sent me the shoes on size 10. So this shows how faulty your online delivery system/services is.
7.) On your website it currently now states that the shoes (on my size) are actually out of stock.
8.) I called your services once again regarding this issue and nothing was done. I was told I can return the shoes and receive a courtesy for a next time buy on your website. Also no information on when the shoes would be in stock again.
9.) Now, I have to pay for the return costs back to the UK from the Netherlands after all this work caused by your mistakes.
10.) Why would I ever want to purchase anything from you again? Your solution does nothing to the customer and frankly does not make me want to return to you.

Very disappointing !