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GAP: terrible customer service in the UK
Poq
Posts: 205 Forumite
If you're ever in doubt about a GAP item, product or service, then don't buy it.
I've been having incredible problems with GAP UK, and they consistently weren't reading my emails, ignoring requests to elevate to a supervisor, sending generic replies, different people receiving my emails each time (not caring about past emails), etc. — this went on for 6 months!
Hands down, the worst customer service I've dealt with (and I'm not just saying that because I'm annoyed).
They were finally able to resolve the issue they caused that had been going on for months, but...
When I asked for compensation/goodwill, the supervisor of the customer service and relations department said that the maximum and only thing she can offer is 20% off online purchases. (You can get a bigger discount from periodic email promotions!) She asked her supervisor who said the same thing.
She suggested that the only other way that I can contact GAP is by writing up all of these emails and problems, by sending a letter to the USA!
So much for a UK-based complaints department.
I asked to speak to her supervisor directly. The supervisor, after a long discussion, was eventually able to offer a £20 gift card instead.
But when I said that it's not enough, for the dozens of emails I sent about this issue (hours that I've been forced to invest to resolve a problem they caused), she said that she can't do any more.
When I asked to speak to who she reports to (the head at the someone in the corporate office), she kept trying to avoid it, and replied with really weird stuff.
She said that £20 is the very most she can offer.
Eventually after back-and-forth, she upped it to £30 (so much for her claim that it's the most she can offer).
I couldn't be bothered anymore, so I accepted it. But it doesn't cover the time and effort I've spent into this. (Ironically, I was doing their job for them: all of my emails and comments will likely help them give better service — that's only if they take them seriously.)
Lesson:
Don't shop with GAP (online or in store) if you think there is a risk that there may be a problem with your item/experience, and if you will want to get it resolved.
Basically, you have to say goodbye to customer service when shopping with GAP.
GAP isn't cheap in the UK by any means, and the quality of their products isn't exceptional either.
I've been having incredible problems with GAP UK, and they consistently weren't reading my emails, ignoring requests to elevate to a supervisor, sending generic replies, different people receiving my emails each time (not caring about past emails), etc. — this went on for 6 months!
Hands down, the worst customer service I've dealt with (and I'm not just saying that because I'm annoyed).
They were finally able to resolve the issue they caused that had been going on for months, but...
When I asked for compensation/goodwill, the supervisor of the customer service and relations department said that the maximum and only thing she can offer is 20% off online purchases. (You can get a bigger discount from periodic email promotions!) She asked her supervisor who said the same thing.
She suggested that the only other way that I can contact GAP is by writing up all of these emails and problems, by sending a letter to the USA!
So much for a UK-based complaints department.
I asked to speak to her supervisor directly. The supervisor, after a long discussion, was eventually able to offer a £20 gift card instead.
But when I said that it's not enough, for the dozens of emails I sent about this issue (hours that I've been forced to invest to resolve a problem they caused), she said that she can't do any more.
When I asked to speak to who she reports to (the head at the someone in the corporate office), she kept trying to avoid it, and replied with really weird stuff.
She said that £20 is the very most she can offer.
Eventually after back-and-forth, she upped it to £30 (so much for her claim that it's the most she can offer).
I couldn't be bothered anymore, so I accepted it. But it doesn't cover the time and effort I've spent into this. (Ironically, I was doing their job for them: all of my emails and comments will likely help them give better service — that's only if they take them seriously.)
Lesson:
Don't shop with GAP (online or in store) if you think there is a risk that there may be a problem with your item/experience, and if you will want to get it resolved.
Basically, you have to say goodbye to customer service when shopping with GAP.
GAP isn't cheap in the UK by any means, and the quality of their products isn't exceptional either.
0
Comments
-
How much was the item you purchased, what was the fault with it?
Was you agressive towards them in anyway?0 -
It's complicated.
But nope, never was aggressive — always calm and collected. Maybe too patient, if anything.
I can be quite concise and to the point, but not raising my voice — just putting things bluntly when they screw me over: no fluff.0
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