Gap

This Gap is pretty small, and they don’t really have a great selection.
I was, however, pleasantly surprised by the staff at this location. This weekend was busy because of the Friends & Family event, and the workers were doing rounds of the store and helping out in the fitting room while also keeping the line moving.
I was particularly impressed with Gail, who seemed to be personally keeping an eye on everything. Everyone working in the store was friendly, but Gail went out of her way to help us with our questions and made sure we were able to find everything we needed.

RIP, GAP.
I was a former store manager at a high traffic location down in Los Angeles and worked for the company for 6 years. Believe me when I say, up until my experience with this store, I was still a Gap evangelist. The company culture was awesome and I believed that it had a great chance of turning its act around. Again, that is, until I walked into the Walnut Creek Gap.
It was a Friday afternoon, so it wasn’t exactly bustling, with at least 4 sales associates that I could see on the floor, not ONE greeted me or even so much looked at me during my 20 minutes there. Seriously, guys. Has the sales and merchandising team here heard of Beyonce’s «Cater 2 U»? Maybe this needs to be the mantra. If it weren’t for the fact that I was shopping for a family member who specifically requested Gap Kids clothing, I would’ve up and left.
It gets better. Here’s how my check-​out went down:
AMANDA (sales associate at the cash register): Hi, are you ready? Just hold on a second *gestures to sweater with her markdown gun*. I need to mark this down before, you know… a catastrophe or something happens.
ME (thinking to myself): What is this even.
Prior to the Gap, I was at Uniqlo for over an hour, and while the service there wasn’t sterling, sales associates were friendlier and actually offered to do stock checks. Stores like Uniqlo, and not Gap, are the future of brick and mortar retail.

Awful customer service! Melanie, the store manager was rude and very unfriendly when I had questions about my purchase. Won’t be returning to the store anymore!

UGH UGH BOO BOO
Returns? Sure. Re-​order a different size or find your size. No
Separate device to re-​order, not always working, not charged etc.
Customer service? What is that? Sales help? Non EXISTENT! This store is next to APPLE!
What a location! Skip this store and go to Sun Valley. Sorry.

Was dying to buy a few things but couldn’t find a single person to help. This is a fairly large Gap and I saw many sales associates but they were all gabbing behind the counter and waiting for people to come to them to get «rung up». I had five items in my hand and questions on 2 others but they all just stared at me and when I asked for help, I was ignored. They just went back to gabbing. I put everything down and left the store. I was disappointed and so was my guy who wanted a pair of shorts. However I’m not going to beg anyone to help me at a store. I love the Gap, regardless of the problems they are currently having, and will continue to shop at other locations but never again at the Walnut Creek location. Why the people of Walnut Creek haven’t avoided this store so it closes down shocks me. Here in Marin it would be long gone with this type of customer service!

We walked in to here the manager telling the associate to just spruce up the areas that look really bad. If you can’t notice than don’t bother. The two proceeded to have conservations across the store (one in the very back and one by the front door) during our entire visit. The manager was on her phone, texting, and relaying the conversation to the front associate. The manager hung near the folded items in the back because the associate loudly told her that we had been back there. Her response, «Oh no. Is it bad?» No, no it was bad. In fact, nothing had been unfolded, and we lifted up the items above the item we wanted instead of yanking it out. The both of us worked in retail when we young and are absolutely appalled our customer service experience at this location. If we wish to shop the Gap from now on, we will shop online.

Vendetta against the company, this was my letter to customer service:
I used to enjoy using the Gap card, but when I would return an item, I would lose my reward. Cashiers at the stores don’t know how it works and they would tell me that it goes back to the account even when I would ask to use it on my exchange. It’s so frustrating. I waited for the credit, but it never happened. The entire system is incommunicable. It doesn’t make sense for such a big company. Other stores are more organized.
Secondly, returns without a receipt or even with a gift receipt requires a mail check. That’s a very old procedure. Who uses a check anymore? Why aren’t gift cards issued? I have to wait for snail mail, and my last return in December 2014 with a gift receipt, has not even arrived as of today, Feb. 6, 2015. It’s gotten ridiculous. How do I check it if I was waiting for it in the mail? It’s such an ancient technology. I can’t even believe it.
Lastly, my previous mail check that I received is probably expired. I had it in my checkbook which I don’t use for months since everything is done online and electronically. So how can I get back that amount? It’s not a lot but it’s still over $ 10 and the last exchange was about $ 12. You have ripped me off about $ 25 and saved me about the same in discounts.
So in conclusion, your services have not provided me any benefits. I am no longer interested with your promotions and have boycotted shopping from Gap and its affiliates. I used to shop weekly and monthly with your company, but not anymore.

Preface: I usually don’t review large chains or megacorps unless a particular location stands out to me, good or bad. This is a pretty terrible Gap. Best I can say is that floor space was reasonably clean and the employees were not assholes to me.
From the shopping level, it’s very strangely laid out. The men’s and women’s stuff is kind of mixed together on the bottom floor haphazardly. Men’s jeans are over here, women’s jeans here, men’s tshirts here, women’s shirts here, men’s shirts here… just really weirdly laid out and their stock is not great. Strangely, the entire top floor is Gap Kids and Gap Baby. Maybe this store is targeted towards parents but it’s a really weird allocation of space to me. I went up to the second floor to try on some clothes, the dressing rooms were a mess and no one appeared to be manning them. From a merchandising standpoint, this is one of the worse Gaps I can recall.
But the big thing that earned a one star is the bathroom situation. The men’s restroom had an «Out of Order» sign, so I hopped into the women’s because nature called. It was not clean, but whatever, I couldn’t be picky in that situation. I did my business, and then realized… no toilet paper. What?
I’ve worked in retail. Restroom 101: (1) make sure toilet paper’s stocked, (2) keep floor clean, (3) don’t look in the no-​no box in the women’s restroom.
In a bit of a pickle, I decided to check the «Out of Order» men’s restroom and braced myself for an unwholly stinkfest… and lo and behold, bathroom is in working order. They’re using the damn thing as storage for mannequins and shelves and stuff. And wouldn’t you know it, right on one of the shelves is a full roll of toilet paper. I grabbed it and took care of business.
Really poor experience, by far the worst I’ve had in a Gap. Hopefully this location gets its act together as I do appreciate the broader Gap brand.

I was looking for flip flops for my daughter. It’s hard to find them now since it’s nearly the end of the summer.
I saw flip flops at the Gap in SF Embarcadero a few weeks ago so on a whim, I called the WC Gap today to see if they had any in her size. Jess picked up the phone and she explained what she had left. Without me asking her to, she grabbed all 3 in my daughter’s size and put them on hold for me. That’s what I call service!
I came by a few hours later and bought a pair.
This isn’t my normal go to location primarily because parking the downtown WC is such a chore and I never have enough quarters to pay the meters.
The meters today ran through 8pm but I got there at 8:30. So take that WC!

This Gap location offers the worst customer service of any location I have ever been too. I am speaking about the service as a whole because a company, store, team, etc. is only as good as the sum of their parts. I have had interactions with a few employees and one manager that was great but a few bad apples can ruin the bunch and there are a few very rotten apples working here.
I normally do not write reviews on chains or retail stores unless they are exceptional or terrible, but this store deserves every bit of this 1-​star review. If you choose to shop at Gap I would recommend patronizing a different location if possible.

The little boys section was a mess this past Monday morning. No worries though – I’ve braved worse! Their messy boys section didn’t stop this professional shopper from finding the things I needed. It took me a little extra time, but I left successful and happy.

Stopped by this place not for anything in particular but just to browse. I have been to the concord location but not the walnut creek collection. First of all this store was way bigger — two floors, lots of merchandise! 1^st floor is men’s & women’s. 2^nd floor is gap baby and gap kids. The store was very modern looking which is nice.
Went here in the afternoon and it was empty with maybe 2 – 3 other people shopping. Nobody greeted me when I entered the store — there were very few employees around — which isn’t good if you want to ask questions and if there was someone in sight forget about them asking you if you need help finding anything.
The store was really disorganized; things unfolded and misplaced — which isn’t visually appealing. I went up to the second floor to the baby and kids section, again, messy, empty, things were misplaced in the sizes and shoes and clothes on the floor. Some price tags missing, sort of trusting.
I didn’t end up buying anything because I couldn’t find anything really and what I did like didn’t have a price tag on it and sole things were just overpriced but some things are worth the price.
This store is in a prime location and its a shame that the store doesn’t have good ratings to begin with and it is set up the way it is. I am not sure that this location is better, as far as size and more choices, yes but customer service and organization, no.

Service here is abysmal. Went in on Saturday morning and asked for help in finding specific clothes in kids section. Guy that worked there didnt know kids clothes and offered no help, not even to find someone that did. When I checked out, another person offered me 45% off if I used my credit card but could not explain if it was only if I opened a card or not. Cute clothes but better buy online or another store.

Love it!!!
This store relocated to a different area but is still in downtown Walnut Creek :)
This location is awesome because it’s in the heart of downtown. The clothes are arranged and tidy and they have a great selection for the whole family!
Plus, their staff is very helpful and always has a smile on their faces even during the crazy holiday shopping season

I’ve reviewed the other location (s) of this Gap in WC, if it would just stop moving? I love Gap, I don’t think it matter what age you are it can work. And let’s face it I’m older than the hills…
The Gap has a good return policy and will call other stores for you if they don’t have your size in their store. So far the clerks have been very helpful and for the most part have found my size. And if I can’t I can always go online. I come in with all my discounts and Tuesday specials and they always seem to figure it all out… Me: walked out with a booty of stuff for a steal. Now that I’ve finally nailed down the true location, I do love shopping the Gap in WC, just don’t decide to move again okay?