Lynda sent a message to Arthur L. Peck – Chief Executive Officer of Gap Inc. – Email Address that said:
Dear Mr. Peck,
Thank you for producing amazing products at a reasonable price. I have enjoyed outfitting myself and my family with them for many, many years. Recently I have had a bad experience and was going to let it roll off my back however, I cannot.
I purchased a pair of jeans for my grandson for Christmas. I ordered them on your GAP website. After speaking with my son I found out they had never received this item. I did what we all do, checked my charge card statement, yes, I was charged, checked my email, no email, logged onto your site and found my invoice stating the were to be mailed 12/9/2016. I called customer service and spoke with Shelly who was very nice and she told me the pants were out of stock and had never been shipped. I asked her if I was going to be notified of this and she reported that unless the customer calls you had no way of knowing how to do this. She would reverse the charge on my credit card and it would be in two parts, one for the jeans and one for the shipping charge. This is the part that really baffles me. Why was I charged shipping for an item that was never shipped?
Other companies I have dealt with notify me when an item is out of stock and ask if I want to cancel or wait? Why do you not do this? It is starting to feel like a scam to me.
Shelly very kindly emailed me a coupon for 15% of ordering online only . Enticing as this is I am going to have to pass.
I am deeply saddened by all of this. Everyone of your stores was a treasure to me.
Lynda
