Banana Republic/Gap/Old Navy websites.  (Also Piperlime and Athleta, but I don’t shop there often enough to have a strong opinion.)

First Impression:
Good – everything is well organized and grouped logically.  If items fit into more than one category, they are presented in both places.  Decent selection of petite clothing for me, although not all colors are always available in both “normal” size and petite size.  The website is often the only place that one can find plus-size or petite-size clothing, which is good for the website, but not so good for those who prefer to shop in-store.  I know that other customers have been unhappy with the selection, especially when it comes to non-standard sizing, so please weigh in if you disagree.

Purchase Experience:
The biggest disappointment with this group of brands is that deliveries are made in a bag as opposed to a box.  However, I have never had a problem with the delivery being sloppy or damaged, I just prefer the sturdiness of a box over a bag.  Besides that, purchases are very smooth at all 3 stores.  They also do a very good job of integrating so that you can combine your cart – so you could select an item at Old Navy, another item at Banana Republic and only use one cart to pay for both items.  Very convenient.

Also, I love that they now offer “everyday free shipping” for all orders over $50.  It’s not too difficult to reach your $50 minimum – you can always order two sizes if you’re unsure how a garment will fit – and returns at the store have almost always been quite easy.  The free shipping is especially helpful for those of us who are non-standard sizes.  It’s quite irritating to pay for shipping just so that you can try something on, only to find that the fit is way off.

Customer Service Experience:
Only once have I had an issue with a delivery from any of these stores – it was Banana Republic and they did not provide me with a packing slip/receipt.  Normally, this isn’t a problem, but if you have returns to make, it can be quite tricky.  The store was willing to take my returned items without a receipt based on the current value of the items, but I was only given store credit in the form of a check which was mailed to my home address.  Kind of inconvenient, especially when I tried to redeem it.  On my first attempt, I couldn’t use the check because I was using a Banana Republic cardmember discount.  Bummer!

Overall Rating:
B+: Return policy is a bit inconvenient and selection can be a bit underwhelming at times, but overall I’ve been very happy with service and product offerings at Banana Republic, Gap, and Old Navy.


No links in this post to disclose. All opinions are my own.

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2 Responses to Retailer Review: Banana Republic/Gap/Old Navy

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