Gap.com thinks that customers are stupid
A review by cinnamngrl written on Dec 4, 2007Full review
In starting this review, I will admit that I am extremely frustrated and angry with Gap Online. I find that their customer service department personnel are extremely arrogant and smarmy.
Pop-ups! Every time I log into gap.com, I get a popup on their latest promotion. Pop-ups are annoying. It seems insulting to have something shoved in your face.
I do like direct links to specialized sizing and sale items. There is a misleading petite/tall tab under women. When you click on the petite tab, you might think that it would open to just petite clothes, but it does not. There is an option to search for available sizes in the current section, but this is an added step. My exact size depends on the style of clothing, so this can be a cumbersome search. When you open an individual item, you can easily see which sizes (should) be available. You cannot advance to the next individual time without returning to the main group page. This seems a little slow compared to other online clothing stores.
The view of your shopping cart is very standard. One thing I don't like is that your items are removed from your cart when you navigate away from the site. Gap.com encourages you to set up an account so that it can send you advertising spam every day, why I can't it remember what you want. Other sites will keep items in your cart until you delete them, buy them, or they go out of stock. I find this convenient, but gap doesn't have it.
If you log into gap.com, it will pre populate a lot of information. If you have a gap credit card, then you will have access to special promotions and earned credits. However, if you don't want to use your gap card, you have to enter all that cards information.
side note on gapcard
I have a gap card, but I have been unable to log into the account for two years. I pay it through by bank, but I can't look at the bill. If you have a problem logging in, the system forces you to create a new user id. And another password. This has made it impossible for me to remember my login. They never send a bill, either by email or mail. Once they sent me a bill in Spanish. Of course gap card is separate from gap online, so both parties will refuse responsibility for Bonus Credits that don't work.
Promotion codes, gift cards, and bonus credits are all entered into the same box. I have had some problems with this. Many of their codes are long and complicated. In the past when you enter one code wrong it has knocked out the whole checkout, and forced me to start over. You have to be careful to enter codes in an optimal order.
% Off first, then bonus credits.
When you approve your order there will be a confirmation code. Then you will receive an email confirming your order. In a couple days you receive an email stating that your items have been shipped. I have found that the orders come more slowly than they used to. I believe they may be artificially delaying orders so that can sell expedited shipping services.
Recently I have had a huge problem with gap online over shipping a recent purchase. Embarrassingly enough it was black cotton bikini underpants. After they confirmed my order, they sent another email stating that they have run out of black, and they canceled that part of the order. I checked it online and found that they were still selling this item in black (same item number). I called spoke to the snottiest person on earth. She said that it was not black, but basic black, which they consider a "new" color. I felt crazy listening to this person explain that these black colors were from different dye lots and no substitutions could be made. They refused to take any responsibility for confirming the order originally. I was using a 30% off Friends and Family one time discount. If I had known that this item was not available, I would have ordered more of the available colors. I was so upset by the attitude of the gap online personnel I had to get off the phone before I started screaming.
About the Author
a member of Epinions.com
Reviews Written: 60
Location: Dorchester, MA
Location: Dorchester, MA