Shopping Discussion

GAP online shipping/returns delay

  • Last Updated:
  • Jul 21st, 2017 6:59 am
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[OP]
Newbie
Sep 21, 2006
95 posts
5 upvotes

GAP online shipping/returns delay

For those who are regular online GAP/Old Navy/BR customers, have you noticed a marked slowdown in how fast GAP online is processing mailed-in returns in the last month? Or shipping new items out?

I've had a few returns that I sent to GAP two weekends ago (and confirmed received by them through tracking), and they haven't been processed. As for new orders, they seem to be in limbo - even received an "order status update" for an order placed in early May informing me that they can't deliver "within the shipping period promised".

Tried emailing customer service but I received a "delivery is delayed" bounceback message. I guess the next step is calling them to ask if they're having issues on their end but I was just curious if others are experiencing similar issues.

I order (and return) enough from GAP that I have a relatively good idea of their usual timeframes for shipping and returns (usually very fast and efficient).
14 replies
Deal Fanatic
User avatar
May 12, 2004
8948 posts
3045 upvotes
Ottawa
2 weeks ago I ordered 26 items of clothing from them. First batch had about 7 or 8 items, they told me the rest were on back-order and they would overnight ship them as they come in. In all I received 5 packages from them over the last 2 weeks. Even 1 package with 1 item and I got them the morning after they gave me the tracking number.

Anyways there was 1 pair of shorts left and they told me they won't be able to get it. Regardless I'm very happy with the service and shipping.
Censorship is telling a man he can't have a steak just because a baby can't chew it.
- Mark Twain
Sr. Member
Oct 16, 2007
679 posts
86 upvotes
I also have a mailed return that was received and signed for about two weeks back that I haven't gotten a refund for yet. Usually they are faster than this.

Another weird thing that happened was an order never receiving an email confirmation or a shipping confirmation. I still ended up getting the order in full but that's the first time that's happened to me.
Newbie
Mar 22, 2013
5 posts
3 upvotes
I'm facing the same issues! Even so, their customer service is still excellent - no long wait times and prompt email responses.

1st order on 8th May for 10 items
: 7 shipped incl. 1 incorrect item. Got a wordy but confusing email for the remaining 3 items saying it may take upto 30 days more to receive them! :rolleyes: Instructions on my options made no sense....."you can cancel this order but we may still ship the items anyway" - huh?!

2nd order placed on 16th May (to use a good coupon code they sent as an apology): So far, nothing shipped.

Returns were received by them on 16th & 22nd May but, no email sent as receipt plus no refund processed or posted. Under "My account" it would usually show which items were returned, etc.....nothing there to help.

My sis faced the same issue but did receive her orders after 2 weeks.

The last time I shopped at ON/ Gap/ BR was in 2015/16 when shipping was within 2-3 days (Canada Post) or a week if some items were sent directly from a store (UPS). I want to say I'll only shop online when I don't care about shipping times or when online items aren't in stock at their stores but it mostly means I won't bother! Smiling Face With Open Mouth And Smiling Eyes
Member
Jun 23, 2006
297 posts
91 upvotes
Ditto, I shipped four items back to Gap over three weeks ago and still nothing. My bad for not keeping the tracking number but they're usually pretty reliable so I didn't bother. I called in last night but they said they haven't received it yet. I wonder what's going on. I hope they're not going under!
[OP]
Newbie
Sep 21, 2006
95 posts
5 upvotes
As an update, when I emailed them, they did write back and told me that it can take up to 3 weeks to process returns and currently they were experiencing higher than usual return volumes.

The items I mailed back just over 3 weeks ago are now being processed so I think they were just backlogged. This is the first time in my experience that it's taken this long.
Newbie
Jul 25, 2009
18 posts
4 upvotes
I don't know if it's normal or not but I ordered 20 items and only 2 were shipped after one week of waiting. After 10 business days with no activity I decided to call customer service to cancel the remaining items from my order but their response was they can't cancel the order over the phone as they need to send a "message" to the warehouse and they will either cancel or ship. What?!

I also ended up returning one of the items back in the mail and the tracking number shows they've received and signed for it but no sign of a refund or e-mail. I would avoid buying anything from GAP/Old Navy online.
Sr. Member
Jan 31, 2007
572 posts
230 upvotes
Richmond Hill
I notice that too.
I order from Gap a lot, for the kids.
Sometime I have to return as they don't fit, or they don't like it.
Return/refund used to be very fast, but recently very slow.
Newbie
Dec 21, 2014
5 posts
Kamloops, BC
Has anybody received a refund lately? I returned 3 dresses, the tracking number says they received them. Emailed them and customer service says they are backlogged by 3 weeks. If you return it to the store you get the refund right away. This is no way to run an internet shopping store. Hire more people if you are short staffed. Being robbed by Old Navy. Never going to order from them again. I'm really pissed because I'm busy and now I have to put in a complaint with the Better Business bureau.
Member
May 31, 2008
437 posts
221 upvotes
Toronto
still seems kind've slow- both for shipping new items and processing returns.
Newbie
User avatar
Jun 17, 2012
34 posts
Montreal
Wow, they received stuff 1 month ago from me and still no refund... They used to be so quick on shipping & refunds it's really annoying. I have like 5-6 orders that have not been refunded yet (and sent them back at least 3 weeks ago).
Member
May 31, 2008
437 posts
221 upvotes
Toronto
I dont think they are overwhelmed with returns- they probably want to change the behaviors of people making so many returns and to think twice before ordering a bunch of stuff and then shipping it back.
I sent back 2 packages- on the same day- they processed one return but not the other.
Deal Guru
User avatar
Mar 14, 2005
10820 posts
1463 upvotes
City of Vancouver
Maybe The Gap is having a cash flow problem. What were their last quarter losses like?
De gustibus non est disputandum
Crazy people will make even sane people crazy.
Newbie
Aug 20, 2017
1 posts
I buy from BR/GAP a lot - hundreds/thousands of dollars on a monthly basis. I also return a lot of items that do not fit, etc. Their shipping used to be excellent, often receiving everything in an order within days of ordering. That is no longer the case. Now, I will not receive an item for weeks, then they cancel my order.

Their online returns also used to be excellent. If they received a return item, I would usually get refunded within 2 weeks. Again, that is no longer the case. I also noticed that this started happening during spring of this year. It's just getting worse and worse. I keep a good record of tracking numbers and dates, so I can give examples. Refunds are occurring later and later after receipt of the package. 3 weeks seems to be the minimum now. I've had 4 packages delivered on June 16th as per Canada Post tracking (it was signed for), and it wasn't processed until August 3. So it's been sitting in their warehouse for almost 7 weeks! That is just ridiculous. And they had the audacity to send me an email saying they were refunding my items "as a courtesy" since they received it beyond the 45 day refund policy. It was well within the 45 day refund policy, but they sat on it for 7 weeks!!!

But today might be the last straw...I sent back 7 packages on Aug. 14. The last Canada Post scan was on Aug. 15. It is now Aug. 21. I called Canada Post and they told me they sent it to the receiver but they either did not accept it/did not "pick it up". Weird, but that's all they could tell me. Since GAP is a large-scale receiver, it seems very odd that there would be no one to pick up the packages??? I highly suspect it's a problem with Gap's warehouse, and not Canada Post. I called Gap and they confirmed they just switched their "systems" on Aug. 14 and anything they receive after that day would incur a delay of at least 3 weeks. But they could not tell me if they received my packages or not. And they're not able to do anything about it until 30 business days after the day I mailed it. So, I have to wait until the end of September to find out what happened to my 7 packages (worth $700).

On the phone, the representative was honest with me and told me that should I have any returns in the future, it would be the best if I could return them directly to a retail store to avoid such problems. He also told me they were switching their main carrier from Canada Post to UPS, so that may be adding another layer to the troubles with their logistics.

Boggles my mind how an online retailer can screw up their online sales logistics so badly. They had it perfect and then went and screwed it up!

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