Attention Gap, Inc.: Your Rewards Certificate Return Policy Sucks

September 27

Last month when Gap Visa was offering triple points for gas, I used my card a lot to get gas.  Which means I ended up with some hefty reward card/coupons, including one for $40.  Yes, $40.  One day the other week, for some reason, I was in Old Navy with my kids and happened to find some shorts and shoes for myself on clearance.  Because my kids were with me, I wasn’t able to take the time to try the shorts on.  I should have known that Old Navy’s sizing and quality is somewhat abnormal, in my opinion, and I should have tried them on, but alas, I didn’t have the time or the patience.  I used my $40 reward coupon to pay for most of my total, figuring that if I had to return the items, they would simply credit my card, just as Marshalls & TJ Maxx do when you use a reward coupon in their stores and return an item.

Long story short, the shorts were the abnormal, low quality you usually find at Old Navy (which is why I normally shop at Banana Republic which generally sells higher quality merchandise.  As most consumers know, when it comes to Gap, Inc., you find higher quality at Banana Republic, middle quality at Gap and low quality at Old Navy.)  So I went to return the shorts.  The cashier told me I would only get a few dollars for my return and I was shocked and offended.  I explained how other stores give money back or store credit.  She said she was sorry, but that the computer wouldn’t allow her to do that.  I asked to speak to a manager and she said she was the manager.  I told her how terrible a policy that was and that I was basically being cheated out of my rewards coupon.  She said that I could go around the store and try to find something for the same price and she would be able to exchange them for me.  I did not have the time for that, nor did I feel like investing any more into Old Navy’s poor quality and policies that day.  I left disgusted and angry, contemplating a letter to wherever Gap, Inc. headquarters reside (I’m thinking they’re in San Francisco, anyway).

Yes, I’m right, here’s their address and phone number:

Global Headquarters

San Francisco

2 Folsom St.
San Francisco, CA 94105

Customer Service

Gap, Gap Outlet

Banana Republic, Banana Republic Factory Stores
Factory Stores
(888) BR-STYLE

Old Navy
(800) OLD-NAVY


(877) 3ATHLETA

How difficult would it have been for the cashier/manager to issue me an Old Navy gift card in the amount I was due back?  Wouldn’t that have made more sense?  Or just credit back my Banana Republic card that I used which can’t be used for anything other than Old Navy, Gap or Banana Republic merchandise.  How would it hurt to credit me the amount on that card?  I just don’t get it.

So if you have also been a victim of Gap Inc.’s unfair policies, please join me in letting Gap, Inc. know by writing, calling or emailing, that we would rather shop elsewhere than be cheated out of what we’re rightfully due.


Posted by on September 27, 2011 in Bargain-Hunting


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2 responses to “Attention Gap, Inc.: Your Rewards Certificate Return Policy Sucks

  1. Gap Employee

    February 26, 2017 at 2:46 pm

    Your rewards are returned to you in the mail. This is to prevent someone from getting lots of rewards, buying something, and returning it for cash back.

  2. MissBargainHuntress

    February 27, 2017 at 7:33 am

    I have never received rewards returned in the mail and have been told by employees that I would not get them back.


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