Business Profile

Clothing

Express

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Express's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

269 total complaints in the last 3 years.
106 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our local Express store at the ************ closed. The Express at *************** barely has any inventory and consistently has system issues.Due to this I have had rewards expire that I would like reissued:******** $10 Half Birthday Express Cash 1 $10 ********* 11:59:59 PM ************* Expired Bonus Birthday ********* $5 Loyalty Express Cash 1 $5 12/24/2024 11:59:59 PM ************* Expired Bonus 12/5/2024 $15 Insider Profile Complete Express Cash 1 $15 1/4/2025 11:59:59 PM ************* Expired Bonus Evergreen 11/1/2024 $10 Loyalty Express Cash 1 $10 11/25/2024 11:59:59 PM ************* Expired Bonus Please kindly reissue.Your phone support and chat support does not make any effort to rectify the situation.
Business Response
Date: 07/01/2025
Dear BBB,

Thank you for reaching out to us regarding the customer's concern. Per the terms and conditions of our Insider Program, Express Cash/ Rewards must be redeemed at a store or online before they expire and are not eligible for re-issue. We have already informed the customer of this information yesterday. While we understand the customer's dissatisfaction may persist, we cannot fulfill the request, and we consider this matter closed.

Sincerely,
Express Customer Experience
Customer Answer
Date: 07/01/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23538820

I am rejecting this response because:
Express has made zero attempts to rectify the situation. Our local store closed and the Northridge store had a power outage the last time I tried to use a reward. I am unclear how anybody is expected to use it.
Initial Complaint
Date:06/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I did an online purchase at Express of clothing on 5/6/25 totaling ~$440. According to *** it was delivered on 5/9/25. The confirmation photo was not clear - blurry, no package in photo, etc. I contacted Express on 5/10/25 to tell them even though *** says delivered, the package is not at my house. I searched the property and asked neighbors. Express told me I needed to file a claim with ***. I filed the claim with *** on 5/10/25. I waited approx. 1.5 weeks and contacted *** to find out about the claim. They said it was cancelled because the shipper needed to file the claim, not me as the receiver. I contacted Express again on 5/21/25, they told me that they will not open a claim with *** nor will they refund my money because the system says it is delivered, even though I do not have it. They said I need to do the claim with *** or file a claim with my bank. I attempted to file a claim with my bank, even though this was a valid charge, just did not receive the items. The bank temporarily credited my account and then denied the claim because it was technically a valid charge. I contacted Express again, and let them know this was unacceptable. They continued to say that there was nothing they could do, I needed to resolve the issue on my own with *** or my bank. I contacted *** again, they re-confirmed that Express needed to "take over" the claim as they are the shipper. *** will not do anything until Express contacts them, there is nothing I can do as the receiver. I have repeatedly asked Express to either escalate my claim, or explain their policy, and they still have done nothing. I have no clothing, no resolution, and no refund of $439.90.
Business Response
Date: 06/26/2025
Dear BBB,

Thank you for bringing the customer's feedback to our attention. While we are disappointed to hear about the delivery issues she has encountered UPS, they are the appropriate party to handle this issue. We suggest that the customer continue to work with UPS through their established process or communicate with her financial institution to dispute the charges. We value our customers and their satisfaction is our top priority, but unfortunately, this is outside of our control. We understand that the customer's dissatisfaction may persist, we consider this matter resolved and closed.

Sincerely,
Express Customer Experience
Customer Answer
Date: 06/26/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23516351

I am rejecting this response because: UPS has told me multiple times that they will NOT speak with me about the claim or move the claim forward; someone from Express MUST be the point of contact for the claim, since they are the shipper. I have told this to multiple customer service representatives. Their response is that they will NOT speak with UPS and that I need to do it, or contact my bank, as the person who responded to this complaint said. I have already tried with my bank, since this was a valid (versus fraudulent) transaction, they will not issue a credit. This is the worst customer service experience I have had. Any other company would have already either - refunded me, re-sent the clothing (even if to a store for me to pick up), or issue store credit. My only mistake was being loyal to a company that is not loyal or helpful to their customer.

Regards,

Tracy Harrison
Initial Complaint
Date:06/23/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
EXPR1957520175CT I asked for an exception to return or exchange an item in this order. I was 3 days outside the return period and I was not granted an exception. What I find unfair is that the item didn't get to me till May 23rd. I didn't even have the item for 30 full days to return. I was fine with an exchange or store credit but I was given no options.
Business Response
Date: 06/24/2025
Dear BBB,

Thank you for informing us of the customer's concerns. We have addressed the issue and communicated with the customer through chat, advising of our Return Policy, which states orders placed online must be returned within 30 days from shipping date. While we understand that the customer's dissatisfaction may persist, we consider this matter resolved and closed.

Sincerely,

Express Customer Experience
Customer Answer
Date: 07/02/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23501450

I am rejecting this response because: The tem is not in my possetion for a total of 30 days. It is a very strict policy you have an very inconsiderate.

Regards,

Cynthia Rueda
Initial Complaint
Date:06/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a dress from Express. It was not fitting so I returned it immediately (paying the mailing fee). They have returned the dress to me with no tags and claiming it smells of cologne. This is not the dress I returned as it had tags on and was new. They have sent me some other dress and won't give me a refund.
Business Response
Date: 06/23/2025
Dear BBB,
Thank you again for informing us of the customer's concerns. We have addressed the issue and communicated with the customer through various channels, advising of our Original Condition policy, which states that merchandise must be returned in its original condition, unwashed, and unworn. While we understand that the customer's dissatisfaction may persist, we consider this matter resolved and closed.
Sincerely,
Express Customer Experience
Customer Answer
Date: 06/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23497722

I am rejecting this response because this is not true. I received a used dress with no tags. When I returned it they claimed I used it. I have multiple witnesses to the state I received the dress. The business is not accepting their fault in this, and making me pay for a dress I don’t want.

Regards,

Janhavi Kumar
Business Response
Date: 06/23/2025
Dear BBB,

Thank you again for informing us of the customer's concerns. We have addressed the issue and communicated with the customer through various channels. While we understand that the customer's dissatisfaction may persist, we consider this matter resolved and closed.

Sincerely,

Express Customer Experience
Initial Complaint
Date:06/12/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a $40 half-birthday reward from Express and was unaware it would expire in 30 days (May 31). I called customer service who pulled up my account and saw I never used the reward but they will not reissue the reward despite me being a customer. I would like to request my $40 reward to please be reinstated.
Business Response
Date: 06/13/2025
Dear BBB,

Thank you for contacting us. On June 11, 2025, our team communicated with the customer by phone to address the issue. Express Cash Rewards that have already expired will not be replaced. These exclusions and other terms and conditions are always outlined on our website. We understand that the customer is disappointed, and we apologize. However, our decision is final, and we cannot accommodate the customer's request.

Sincerely,
EXPRESS Customer Experience
Initial Complaint
Date:06/10/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**Date of Transaction:** May 30, 2025 **Amount of Money:** $189.53 **What the Business Committed to Provide:**Express processed and shipped an order for multiple dress shirts.**Nature of the Dispute:**This order was placed using my billing information as part of a confirmed identity theft incident. I contacted Express within 23 hours of the purchase to report the fraud and request cancellation. I was told their policy only allows cancellations within 30 minutes of purchase even in cases of identity theft. A supervisor acknowledged the situation but advised me to contact *** to stop the shipment.I followed their instructions and contacted **** who initially confirmed the delivery had been canceled. However, I later learned that only the **sender (Express)** has the authority to stop delivery once the shipment is in transit which Express failed to do. The order was ultimately delivered on June 5, 2025.I submitted **four formal written notices** to Express between May 31 and June 8, 2025, including an official FTC Identity Theft Report (Ref #: *********). Express acknowledged receipt of at least two of these notices (Service Request #****** and #******), yet has taken no action to investigate or resolve the matter.**Has the Business Tried to Resolve the Problem?**No. Express has offered no support, provided no meaningful response, and failed to act responsibly after being informed of fraudulent activity involving their platform.**Does the Issue Involve Advertising?**No.
Business Response
Date: 06/12/2025
Dear BBB,

Thank you for bringing the customer's feedback to our attention. While we are disappointed to hear about the issues he has encountered with his order, we regret to inform you that we are unable to assist in resolving this matter. As the customer has already filed a dispute with his financial institution, they are the appropriate party to handle this issue. We suggest that the customer continue to work with his financial institution through their established process. Thank you once again for sharing this customer's feedback with us.

Sincerely,
Express Customer Experience
Customer Answer
Date: 06/12/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23447046

I am rejecting this response because:
BBB Rebuttal: Consumer Rejects Business Response
I am rejecting Express ***.s response because it fails to acknowledge or address the actual issue at hand. As Express *** has been informed multiple times, this is not a dispute over a charge or a refund it is a matter of how Express ***. mishandled a confirmed identity theft case involving the use of my personal and account information, which they were notified about promptly and repeatedly.

1. Refusal to Cancel a Fraudulent Order Despite Timely Notification
I contacted Express within 23 hours of receiving a confirmation email for an order I did not place an order later confirmed to be part of an identity theft incident, backed by an official FTC Identity Theft Report (Ref #: *********). Despite being notified swiftly and clearly, Express refused to cancel the order, citing a rigid 30-minute cancellation policy. This policy was applied even though I the identity theft victim had no knowledge or ability to act within that timeframe.
Even more concerning, the order was not shipped until approximately 48 hours later, during which Express had the full authority and opportunity to cancel the shipment. Their refusal to do so represents a conscious decision to proceed with fulfilling a fraudulent transaction, despite being in possession of verifiable evidence of identity theft.

2. Misdirection and Misinformation from Customer Support
I was instructed by an Express supervisor to contact *** to stop the shipment. Acting in good faith, I followed those directions. However, *** later confirmed that only the sender Express ***. had the authority to cancel or redirect the shipment once in transit. Expresss guidance was not only ineffective but materially misleading, further enabling the delivery of goods to the identity thiefs address.

3. Lack of Accountability Despite Repeated Formal Notices
Between May 31 and June 8, I submitted four separate written notices, including a formal identity theft report. I received confirmation that all four notices were received by Express (including Service Requests #****** and #******). Despite this, Express provided no investigation, no response of substance, and no corrective action. Their unwillingness to act in any capacity outside of this BBB forum is unacceptable.

4. Potential Data Compromise and the Mishandling of Customer Information
The fraudulent order was placed using details tied to my Express Rewards account, including my full name, shipping address, phone number, and email address. Given the specificity and scope of the personal data used, I am concerned that Express ***.s customer data systems may have been compromised.
Rather than investigating or addressing this risk, Express has remained silent and deflective, repeatedly suggesting that I work with my financial institution an action that has no relevance to the core issue, especially since no charge has yet been identified on any of my accounts.
Furthermore, Express only provides the last four digits of the credit card used, which is insufficient for me to trace or verify the transaction with any financial institution. This stonewalling obstructs efforts to determine where the breach occurred and prevents me from taking steps to protect my identity further.
Their silence on this point raises the need for formal review into whether there are broader risks to Express customers' data integrity and whether this organization is adequately safeguarding personally identifiable information (PII) as required by law.

5. Policy Failures That Enable Fraud Over Protection
Expresss strict enforcement of a 30-minute cancellation policy even in clear cases of fraud illustrates a policy framework that enables identity theft and offers no recourse for victims. The lack of flexibility, combined with misleading guidance and total non-responsiveness, suggests Express has no process in place for dealing responsibly with identity theft reports.

Requested Outcomes
I respectfully request that Express ***.:

Formally acknowledge that this is not a charge dispute, but a case of identity theft involving personal and account information tied to their systems.

Conduct a full internal investigation into:

Their 30-minute cancellation policy as it applies to identity theft victims.

Their decision to refuse cancellation of a fraudulent order reported over 48 hours before shipping.

The possibility of a compromise of customer data, including ********************** Rewards accounts.

Provide a written explanation of what customer protection protocols are currently in place and what improvements will be made to ensure better handling of identity theft reports in the future.

An explanation of how these protocols were applied in this particular incident should also be included.

Confirm that they are taking these concerns seriously not only to protect me as the victim of this incident, but to safeguard all Express customers from similar failures.

This is not about compensation. Im not asking for money. Im asking for accountability, security, and a serious review of internal practices to ensure this does not happen again to me or to anyone else. As a victim of identity theft, Ive experienced not only the violation of my personal privacy but also the deep frustration of being met with indifference and procedural stonewalling from the very company that allowed the fraud to proceed.

Express ***. has clearly failed to understand the issue, refused to take action, and demonstrated a disturbing level of disregard for victims of fraud. I urge the BBB to hold this company accountable and push for the responsible next steps.

Regards,

**** *****
Customer Answer
Date: 06/12/2025
Just so I am clear then, the business (Express, **** simply replying to BBB means they addressed the issue? Even if their reply has nothing to do with the concern? Im just curious how BBB came to that conclusion?
Initial Complaint
Date:05/23/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a pair of pants from Express Clothing on April 16th and it was delivered to my house on April 21st, for over $50. I wore these pants only twice, and on the second wear, the left ankle seem completely unraveled, making the pants unwearable. I reached out to the company twice to find a simple solution such as replacing the pair of pants, since they clearly were faulty if they unraveled after only two wears (in which I was barely moving or walking), and they refused to help me and would not transfer me to a supervisor. I am seeking help because it is unacceptable to spend so much money on a pair of pants, wear them twice, and never be able to wear them again. My order number was EXPR1947303095CT. Thank you.
Business Response
Date: 05/23/2025
Dear BBB,

Thank you for contacting us. Our team communicated with the customer today via phone to address the issue and provide a resolution. The customer acknowledged and this matter is now closed.

Please don't hesitate to contact us if you or the customer have any further questions or concerns.

Sincerely,
EXPRESS Customer Experience
Customer Answer
Date: 05/23/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

******* ****
Initial Complaint
Date:05/20/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had the most unfortunate experience with them. We did place an online order and it was shipped via ***. The UPS driver delivered it two streets out and acknowledged it by showing the wrong street address and also picture of the wrong house.This is where things went south trying to fix it. Express says it has nothing to do with delivery and sends us to ***. *** says any claim must go through express. So no one wants to take responsibility for it and fix it. The bizarre part is not knowing who is responsible for it? Clearly it cannot be the customer? We went to this house three times and they choose not to answer the door. We do not want to go knock any more and respect their privacy. I am at loss on why express does not take ownership of the issue? Clearly it cannot be the customer who is responsible when the package never made it and we are showing clear proof of wrong delivery. The order # is EXPR1955826955CT. We are so disappointed in lack of service from Express. It sure has fallen precipitously.
Business Response
Date: 05/20/2025
Dear BBB,

Thank you for bringing the customer's concern to our attention. Our team communicated with the customer via email today to address the issue and provide a resolution. We will continue to engage directly with the customer once we receive a response.

Please don't hesitate to contact us if you or the customer have any further questions or concerns.

Sincerely,
EXPRESS Customer Experience
Customer Answer
Date: 05/21/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23353957

I am rejecting this response because: I literally begged Express to refund my money and ship the clothes we bought charging new using expedited shipping. I told them repeatedly these are bought for graduation on friday. I am yet to hear if they can help meet that date in their offer to reship.
I am not asking for anything free. We are asking for what is rightfully ours (we paid and never got the package and clearly shows it is delivered to wrong address). Not sure why this is so hard for Express to do anything properly. Very disappointed.

Regards,

Clemson *******
Business Response
Date: 05/22/2025
Dear BBB,

Thank you again for informing us of the customer's concerns. We have addressed the issue and communicated with the customer through email. The customer acknowledged and this matter is now closed.

Sincerely,

Express Customer Experience
Customer Answer
Date: 05/23/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

Clemson *******
Initial Complaint
Date:05/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received two separate emails as an Alist VIP customer; to do a survey. One said I would get a $25 express cash within ***** hours of completion of the 20+ minute survey.. the other was $15 express cash after completion of a 5 minute survey. I did not get either of these as I was promised to as a thank you to do the surveys. On May 18th I wanted to place an order but seeing that the rewards cash had still not arrived, I reached out Express via chat. The chat **** I had the displeasure of speaking too we rude, ignoring what I said and just pushing to end the conversation. Some did just end the conversation. So I decided to call, the first call the *** was their and as u was explaining what I was calling for the phone went silent.. I said hello many times and all I heard was someone breathing on the other end.. after a few minutes of this and again being ignored, I called again. This time the call just went totally silent after the *** said they were going to check on things.. they never spoke again and I just sat there in silence for over 10 mi its waiting and then the call just disconnected. So I called in yet again, this time got someone else go I was able to tell why I was calling, they put me on hold and then came back with no resolution just a ***eat of what others had said in chat that it takes 4-6 weeks to get express cash. Which is not true, you can use it literally the same day you earn it. Ans corporate can push these to your account if they are taking to long as is my case. I forwarded the one email to a supervisor. She said they would review it and call me back. She did, and exactly the same thing as everyone else. No resolution, no care no nothing at all for how I was treated or on the compensation I was promised to participate in their surveys as an Alist customer. Ive been a customer for over 15 years and never have I had such a terrible experience.
Business Response
Date: 05/20/2025
Dear BBB,

Thank you for contacting us. Our team communicated with the customer via email today to address the issue and provide a resolution. We consider this matter resolved and closed.

Please don't hesitate to contact us if you or the customer have any further questions or concerns.

Sincerely,
EXPRESS Customer Experience
Customer Answer
Date: 05/20/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23347720

I am rejecting this response because: The resolution while it does help the matter; it does not fix the mistakes made. I lost out on a sale because of this error.

Regards,

**** ***** **
Customer Answer
Date: 05/20/2025
Just receipt this response from the BBB regarding my complaint. I have a right to not accept the resolution. The business did not address all parts of my complaint and the business and I have been emailing back and forth about it.
The BBB is suppose to be neutral when it comes to complaints. This response from the BBB does not show they are acting neutrally. You should have simply notified the business that I was not accepting their resolution and the business could be notified of that. That would give more time for the business and I to speak and come to a resolution we both find fair. The BBB is not doing that and that is not right at all. You are acting as if you are responding on behalf of the business. You are taking the side of the business and stating that if I dont like the resolution they offered, its just too bad.. that is not a resolution. This is not ready to be closed as again, I do not have to accept the first resolution offered by the business and the BBB cannot force me to do so. My complaint consisted of two separate situations. I will file a separate complaint if need be. I will also file with the attorney general if needed. The BBB is a business, of which businesses can pay for a higher rating. However it is usually the easiest way to get a resolution to an issue like mine that requires a little more attention than a manager in a call center.
I repeat, this is not concluded.
Initial Complaint
Date:05/08/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed order with Express i did not receive the order they stated theres nothing they can do about it cause *** said it was delivered, they told me to put a claim with *** i tried *** stated i can't put in claim i will have to contact express to do it called several times to no avail. they were not helpful at all now i don't know what to do lost over ****** dollars and express refuses to help me. hope you can help thank you
Business Response
Date: 05/10/2025
Dear BBB,

Thank you for bringing the customer's feedback to our attention. While we are disappointed to hear about the delivery issues she has encountered with her order, we regret to inform you that we are unable to assist in resolving this matter. As the customer has already filed a claim with UPS, they are the appropriate party to handle this issue. We suggest that the customer continue to work with UPS through their established process. We value our customers and their satisfaction is our top priority, but unfortunately, this is outside of our control.

Sincerely,
Express Customer Experience

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Express is NOT a BBB Accredited Business.