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Gap - Old Navy - Banana Republic / changed return policy without telling anyone!

United States Review updated:
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Gap - Old Navy - Banana Republic
I wanted to see if anyone else got screwed over by Old Navy, Gap, or Banana Republic when they changed their return policy and didn't tell anyone. They should have posted 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. I also noticed there is a blog here, with people who had similar experiences:


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A  26th of Jul, 2009 by 
Agree Disagree 0 Votes
Yes, exact same problem here. I will never shop at a BR, Gap etc again.
D  20th of Aug, 2009 by 
Agree Disagree 0 Votes
work for the company and the policy changed in April and it is on the bottom of the receipt
A  22nd of Sep, 2009 by 
Agree Disagree 0 Votes
I agree. I was surprised when Gap (Banana Republic, Old Navy...) changed from an unlimited return policy to a 90-day policy a few years ago, also with no notification, no verbal announcement from store associate at register, and no additional signage, but I understood the reasons.

The new change is absurd. It gives these stores some of the strictest return policies in the industry, and was done with (again) absolutely no notification, no additional signage, and no verbal statement at register. It wasn't until I looked at the receipt that I saw the change, and that passive-aggressive decision is disrespectful of customers who have become accustomed to different policies. This is Marketing 101, folks: you keep your loyal customers by making them feel like part of the family.

I'm not protesting Gap's right to change the policy, that's business. But I am a loyal, longtime customer who has spent thousands of dollars in these stores -- and I'm very disappointed by the sneaky policy change.
A  6th of Oct, 2009 by 
Agree Disagree 0 Votes
I am now boycotting BR because I returned something a day after there 30 days and lost $10 in the deal. Not worth it, when Jcrew and Limited sell similar stuff and are much more customer service oriented.
N  2nd of Nov, 2009 by 
Agree Disagree 0 Votes

I just encountered this and I am VERY UPSET! There is only one Banana in Iowa and I thought I would take a risk and buy a dress there for an event. When I decided to wear something else I thought I would make it back and figured that I could at least get store credit if past the 30 days. Boy was I wrong. My husband had a class there and so he took it for me. despite having the receipt, tags attached and perfect condition (still on the hanger) they would only give us $50 store credit for the $140 dress!

I will never shop at BR once my s/c is used up. Thinking twice about the two shirts I bought for my husband at Old Navy yesterday as well. How can they get away with such a horrible return policy!!?!?! US shoppers need to boycott them this holiday season and get them to rethink their customer unfriendly policy!!
A  5th of Nov, 2009 by 
Agree Disagree 0 Votes
I bought a pair of the sexy bootcut jeans recently in a size 4. Fit like a glove in the dressing room, and after I washed and dried them once. Wore them for 2 hours one day and they totally stretched out...saggy booty, etc. Went to return them one week from the purchase date...had receipt and tags...big hassle to return. They treated me like I had done something wrong and said I should've bought the size 2 instead. The size 2 was waaaaay too tight in the store, could barely button them...muffin top and worse going on...so I got the 4 which were very fitted. Salesperson called customer service for advice...customer service said to find another size 4 and take measurements of my jeans and the other 4's and if there was excessive stretching, I could get a refund. There wasn't another size 4 in the store, so the manager grudgingly gave me a refund and said it was "just this once"...as if I was always returning jeans to the store. It took me at least 15 minutes to complete the transaction and I really think the only reason I was refunded is because only one person was working the register and a line was forming behind me. I thought Gap used to have better customer service than that. I'm afraid to buy anything there now because I probably won't be able to return it for a refund if I'm not happy with it after one wearing. Nordstrom allows returns, no questions asked.
D  21st of Nov, 2009 by 
Agree Disagree 0 Votes
I also work for the company, there was a sign posted at the cashwrap of the change, and in my store we verbally told every customer about the change. We also highlight the bottom of the receipt with the return policy for those who still have not heard. The policy is also "unwashed, unworn."
N  16th of Feb, 2010 by 
Agree Disagree 0 Votes
I work for Old Navy, and we had signs up about the policy change for 6 months and as well as gap234, verbally told each customer. The bottom of the receipt also warned about the change, and has the policy printed out on it. Instead of taking drastic measures and suing a company for something so mediocre, just ask around and learn from a mistake. :-]
A  22nd of Feb, 2010 by 
Agree Disagree 0 Votes
I won't shop at BR, Old Navy, .. anymore. Of course they have a right to change their return policy, but when people have become accustomed to the return policy being one way they are not going to be reading about it on the receipt unless they know there was a change. You don't expect a store's return policy to change. I have shopped at BR, Gap and Old Navy many times over the past year and never was aware of the change in the policy until just a few weeks ago when i tried to return some sweaters my husband got me as gifts 40 days after he had purchased them. There needs to be a better way for them to make customers aware of such a strict return policy change. A sign at all of the registers that can't be missed might help. Signs should be left up for more than 6 months as there seems to be a lot of customers who are still just becoming aware of the changed policy. Sure, they have the right to do it the way they did, but they will be and have alienated a lot of loyal customers who feel like they've been taken advantage of.
N  4th of May, 2010 by 
Agree Disagree 0 Votes
Furious...I bought some shorts for my daughters birthday and they didn't fit so I went to return them 40 days after purchase and am shocked that I cannot return them for what I paid even with the receipt. I was not aware of the 30 day policy and at least thought it was 60 to 90 days like the Gap outlets. Anyway, I was told that if I had a gift receipt for my daughters clothes then I could get a full refund within 60 days..how absurd...I would need a gift receipt for my 10 year old daughters clothes to get a full refund but am not entitled to a full refund with the regular receipt because it is over 30 days ...I will never shop at the Gap again and not worth it since it is over 45 minutes away and the outlets are only 20 miles with a 90 day return policy...
N  22nd of Sep, 2010 by 
Agree Disagree 0 Votes
All GAP Stores posted notice at their registers and on the bottom of their receipts months before the return policy changed alerting customers of the change that would happen in the following months. The return policy is still printed on the bottom of the receipt so you are aware of the policies.
D  25th of Dec, 2010 by 
Agree Disagree 0 Votes
If it takes you more than 90 days, or 3 months, to return something, maybe you should just keep the product. Also, I believe 30 days is more than enough time to make exchanges and returns on retail. If it's really that inconvenient then maybe you shouldn't shope there at all.
N  20th of Mar, 2011 by 
Agree Disagree 0 Votes
The changed return policy was clearly advertised in stores, on the receipts, and online. This policy was changed to combat return fraud. The company lost millions of dollars each year with the old policy. The change was better for business. Current store return policy is 60 days for BR and Gap and 90 days for Old Navy which is more than enough time. The online policy is 45 days for all brands.
N  29th of Jul, 2016 by 
Agree Disagree 0 Votes

Banana Republic - Nobody to take my money during sale
Banana Republic
United States

I was in Banana Republic in Willow Grove, PA, found a pair of shorts I wanted to try on, nobody in the dressing room, nobody at the cash register, could not find anybody anywhere to help me, and I was ready to spend money. The entire store was 30% off with the sale ending in two days, when I called Banana Republic customer service to complain I asked if the sale could be extended till I had time to get to another Banana Republic, since I tried to spend money, I was told NO, NO extensions, they did offer me a $15 gift card which would have been less then the 30% savings. No way am I going to pay full price when there was nobody to take my money during the sale, they lost a good customer.
N  29th of Jul, 2016 by 
Agree Disagree 0 Votes

Ge Moneybank Banana Republic Card - Won't refund a mis-charge
New York
United States

There was an obvious double charge on my GE Moneybank issued Banana Republic Card. I immediately called to dispute the charge. Over 3 months later, despite multiple phone calls and mailing certified letters explaining the situation as well as copies of my receipt, they have still not refunded the charge.
A  29th of Jul, 2016 by 
Agree Disagree 0 Votes
Same thing happened to me! Now my credit is probably messed up and I can't seem to settle this with them.
A  29th of Jul, 2016 by 
Agree Disagree 0 Votes
I just got off the phone with India, and after 35 minutes of yelling at a Patrica Clark(supposed manager) My infomation was given to a company that I deal with, and they called me to let me know that this number called and told them I was in debut. I called and told this manager and she did not understand anything but still continued to say my account was past due. I asked her if she new about the FDCPA and she said yes. Nothing was done about them calling and givinbg my information out. I will go ahead and get my lawyer.

The complaint address is
PO Box 36960
Canton OH 44735
N  29th of Jul, 2016 by 
Agree Disagree 0 Votes

Banana Republic - Disaster Experience
Banana Republic
United States

It seems that I’m at the right website to voice my credit concern with Banana Republic’s online payment. I have had nothing but problems paying my bill online, and their customer service line is full of outsourced people who I can’t even understand. My good impression about Banana Republic and their brand totally collapsed! While I quite know that customers should separate the service and experience of Banana Republic outlets with those of the Banana’s credit company, I am really not satisfied with the way the company manage their brand, their services in the whole package under Banana Republic’s Brand Name. Good bye ”Banana” Services!
N  29th of Jul, 2016 by 
Agree Disagree 0 Votes

Bananarepublic.com - I will never ever use their website again
United States

I don't usually write reviews about websites, but I had to do this for bananarepublic.com. I shop online A LOT, I don't have much time to go to stores, so I know how online shopping should work. While I like physical BR stores, I will never ever use their website again. For once, I ordered 3 things online because I had an email coupon from them I could only use online, and after almost a month of waiting for my delayed order, I get an email from them that they are sorry, they don't have any of the items I ordered. Are you kidding me? What about inventory control? and a lousy 10% apology coupon to use only on their lousy website will definitely not lure me back in. Very disappointed, good thing that while waiting on my order, I stopped by the store and picked up 2 of the things, so not all was lost.

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