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Original poster

Gap Online Orders Exchanges WTF??

17 replies

Five2ate · 07/12/2016 09:57

Has anyone called Gap Online customer services to arrange an exchange? I've rung the number but can't make out what the answering machine message says

"We are open between 5am and 1am Asian (??) time"

When is that? Asia's a pretty big place with numerous time zones. No idea where Gap is based in America, again various time zones.

Can't do an exchange via the paperwork, it's returns only.

Rang a local store, they're nothing to do with Gap Online apparently but was given another number to try. Customer services rang and rang and rang presumably because they're all in bed?

I can't return item and order the correct size through the website because I bought this item last weekend when it was discounted and now it isn't. I don't want to pay more for it especially as I ordered the correct size and they sent me the wrong size so their error.

Grrrrrrrrr

Anyone done an exchange and know what time I should call?

OP posts:

burnishedsilver · 07/12/2016 10:22

My GAP orders are billed in pounds but shipped from Germany. The return label is a German address.

faustina · 07/12/2016 12:13

I've always found them really helpful (and get put through to the US when I call). Never had an answering machine before. Perhaps try again?

burnishedsilver · 07/12/2016 12:59

Sounds like they gave you the wrong number.

BoSelectaBigBiff · 07/12/2016 14:32

Did it maybe say "Eastern Time" - as in east US time zone?

TheDisreputableDog · 07/12/2016 14:56

Try their online chat, they were useful when I couldn't find where to put a discount code in on the website

JohnCheese · 07/12/2016 15:11

Oh their exchanges are an awful nuisance. Altho they are great for shipping express and honouring discounts etc. And once you make the time to phone, they are v good.

I've never had the 'Asian time' thing, but it's obvious when I ring that I'm on to an employee in the states.

Try again.

cakeaddict · 07/12/2016 17:25

I tried to call them a few weeks ago when they delivered the wrong item (their mistake). They had a customer service automated menu that I couldn't escape and speak to a human, just went round and round in a never-ending loop. I contacted them on Twitter, where they responded to ask what the problem was and then never replied again. I gave up and just returned the item in the end - awful customer service!

Original poster

Five2ate · 09/12/2016 07:03

Thanks all. I'll contact them via email, easy solution but on the day my internet was down so could only have done that through my phone and I find any amount of typing a pain on a small device (she says typing on a small device). It was just frustrating. Every other company has the facility to exchange on the returns form, not sure why Gap can't 😕

OP posts:

sleepwhenidie · 09/12/2016 13:50

I'm not sure if it's what you would actually like to do but I have successfully got a gap store to do an exchange for same item in a different size - though they wouldn't do anything more complicated than that, such as different item/colour etc. Can you try that?

Original poster

Five2ate · 09/12/2016 16:59

Thanks for the suggestion but unfortunately the item is an 'online exclusive'. You know what though I just can't be arsed this close to Christmas. The child they're for is growing at a ridiculous rate I'll just hang on to them. They'll be in them in no time!

OP posts:

Shopgirl1 · 09/12/2016 17:17

I wonder are GAP in trouble, I've heard a few stories about issues with orders and poor customer service recently, I used to find them good. They are closing some stores I believe and all Banana Republic stores in the U.K.

Original poster

Five2ate · 10/12/2016 10:28

Closing all Banana Republic stores, are they really doing that badly?

I don't shop an awful lot for myself in Gap anymore though I still do like their jeans but I buy a reasonable amount for DC in sales

OP posts:

BakeOffBiscuits · 10/12/2016 10:41

Ive just tried to exchange something with Gap online and I'll never do it again!

I got through to America, the lady was very helpful but I had to pay for them to send me a new pair of trouser and then send back the ones which were too big and wait about 3 weeks for the refund!
It was only about 30 pounds but it's the principle of the thing. They had 60 pounds of my money and all I had was one pair of too big trousers. It's a very weird system and it made me think they were in trouble. why on earth they can't just simply exchange is beyond me, the only explanation is they are trying to boost their cash flow!

acurtis1234 · 10/12/2016 17:39

You can't exchange in store either, they are two stand alone businesses, operating more in partnership than a single company. Which is why you get things online you can't get in store, online or in-store only promotions (but sometimes the same code can be used at both).

To avoid this frustration, and because Gap sizing is so random anyway, I tend to order two sizes at the same time if I can afford it. Waiting for a decent code helps, they tend to do more 30-40% ones online I find every week or so.

Original poster

Five2ate · 11/12/2016 00:08

What time of day did you call bakeoff?

What a faff though

OP posts:

BakeOffBiscuits · 11/12/2016 09:49

Sorry, I can't remember what time I phoned FIve and you are right, it's a bloody faff! Definitely puts me off ordering from them again.

burnishedsilver · 11/12/2016 11:10

There's 40% off again. If that was the deal you got when you bought the item you could return and buy it again.

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