Gap — Local services in Raleigh

I am writing to express my frustration with a recent experience at The Gap. I purchased a sweatshirt for my daughter as a gift using my rewards points. She went to the store to exchange it for a smaller size, a process that should have been simple.

However, the store refused to do a direct exchange. They claimed that because the original purchase was made with my points and not hers, they could not process an exchange. Instead, they required her to return the item and then buy the new, smaller sweatshirt using her own credit card.

This policy seems completely unnecessary and frustrating for a customer. A size exchange is a common and basic request. To force a customer to pay out of their own pocket for a simple size swap is a poor approach to customer service. What should have been a quick, easy exchange turned into a very disappointing experience. I feel that a better solution could have been found to accommodate a loyal customer.

UPDATE: After this experience, I went on the online chat and was given a phone number to call. The representative I spoke with was very helpful and patiently explained the return and repurchase policy. She then called the store on my behalf, and they cited fraud protections as the reason for refusing the exchange. It's frustrating because my daughter had offered to have them call the phone number on my account to verify my consent, but they refused to do so. I mentioned to the representative that it seemed ridiculous for me to have to drive 30 minutes each way to get a simple size swap sorted out. Ultimately, she agreed to process the return to my daughter's credit card and use my points for the repurchase...

My family and I went to the Gap in Crabtree in Raleigh, North Carolina today and were very quickly greeted by Joseph who helped us navigate the jeans selection for me and my sister. Shopping for jeans is not an easy process, especially for my sister who is plus-sized, but with Joseph, it was made easy and fun! He kept bringing her things until they fit her and made her feel great about her selections and her look.

He then looked around the store for things we might be interested in and helped us put together outfits for school and for work. He knew his product, quickly picked up on my sister’s need for stylish and comfortable clothes for college and my need for business casual yet kid-friendly attire for work, and found things that fit the bill and made us look and feel fabulous. He was helpful, honest, and upbeat- he made our shopping experience! The other staff who served us were accommodating and patient, as well- when we realized there was one more thing on our list as we were checking out, they held our clothes and directed us to the right place without batting an eye.

We will definitely return to Gap Crabtree soon, especially since we wracked up...

Best Gap location in the triangle! I normally shop at Southpoint and will exclusively shop at this location because of how kind and attentive they are here. I work in retail and unfortunately retailers do not a lot enough payroll to support all the workload. I came in on 7/12 at 4:40pm and was met with a lovely woman (clearly the manager) who was helping multiple people but still noticed me in line and expedited my return process by directing me to the gap kids side. At the register was, Makila (spelling?), who was so kind and promptly made my return. I cannot express enough how nice these 2 workers were considering how understaffed they were. You could tell they care about their customers and are willing to go above and beyond and maintain a good attitude while...