Gap 11800 West Broad Street, Richmond, VA 23233

"My shopping experience lacked any initial greeting upon entering or while browsing. Even when my boyfriend and I held a few items, no staff members approached us to offer assistance. In fact, employees temporarily left the floor, we felt very unnoticed and unwelcome"

"Bought clothes online that I needed to return. Following Gap’s return instructions, I spent an hour driving to and from this location, plus 15 minutes trying to park, then waited in line at the register, only to be told that Gap does not accept maternity clothing returns in store. None of the instructions emailed for returning my order say that. First time shopping at Gap in 10 years, and also the last time. The girl at the counter just grinned at me. So annoyed."

"They have a new return policy as of May1,2022 for 30 day no return or refund. Beware. I bought before they policy and tried to return within 45 days(the old policy) in person and was told I could not. We went away on vacation and tried on line just after the 45 days and they refused. I will definitely not use online again and if I buy from them I will go to the store to try on…not even likely to do with poor customer service. So many other options to buy from with better return policies."

"Went in for Jean's which were buy one get one 50% off. They only had one pair I liked in my size so I asked them to order the other pair to be shipped. This specific part of the process took almost an hour while the associate went through 7 of their store devices before finding one that worked. After finally getting it squared away, he said thanks and goodbye. I asked about the pair I wanted that they did have in stock so I could leave with those and he said he already ordered them online and I would have to buy another pair to take the ones in the store home. Horrible experience."

"Great customer service, bought items there for holiday and realized when I got home........some items did not get the sale price that was advertised in the store. However, I was able to call the store and Sam, the store manager, corrected the transaction to include the sale price on items. Truly appreciate the time that was taken to take care of my request."