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

270 total complaints in the last 3 years.
107 complaints closed in the last 12 months.

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Submit a Complaint

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:07/03/2024
Type:Billing 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.
My name is Ms. ****** order ****************. I'm writing to be assisted with a price adjustment for this particular order. I purchase one item on 6/29/24 in the amount of $ 172.02 and the price decreased on 7/3/24 in the amount of $ 138 . Please assist with providing me a price adjustment for this order. Thank you.
Business Response
Date: 07/05/2024
To Whom It May Concern,

Thank you for sharing this customer's
concerns with us. We were able to speak with the customer today, July 5th, and
have reached a resolution.

If you have any further questions or concerns
regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Customer Answer
Date: 07/06/2024
[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:07/02/2024
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.
Ordered a skirt from UpWest clothing which is run through Express. Item was delivered on 6-27-24. The item was much larger than it should have been. Ordered a medium but appeared to be an extra large or even bigger. The website requests an email or call for a return label. I attempted to email ******************************* which is the email address listed on the website for returns on 6-29, 7-1 and 7-2, no response. I called the phone number listed for returns and a message states for inquiries, email *******************************. I purchased the item through the retailer Express. I contacted Express and was informed UpWest is no longer an Express Brand partner. However, the item was purchased and advertised in their website. Item was also purchased with an Express Credit Card.
Customer Answer
Date: 07/03/2024
BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint. BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.

We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB ****************** Services. We appreciate the patience and understanding of the parties.

Complaint Type:
Service Issues
Service Issues
select
Problem:
Would like to add to my previously submitted complaint against Express. Although Express states they no longer partner with UpWest, attached are photos that they currently partner. This is advertised on the website currently.

Desired Resolution / Outcome
Desired Resolution:
Refund
Refund
select

Business Response
Date: 07/03/2024
Dear BBB,
Thank you for sharing the customers concerns with us.
As stated on their website, UpWest is going out of business and they are no longer accepting returns or exchanges.
Sincerely,
Express Customer Experience
Customer Answer
Date: 07/05/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21934697

I am rejecting this response because:
When item was purchased there was no mention of UpWest going out of business and not accepting refunds or returns. Please see attachments - confirmation of order along with instructions on how to return item.

Regards,

*********************************
Business Response
Date: 07/05/2024
Dear BBB,
Thank you for once again bringing the customer's feedback to our attention.

We understand that she may be disappointed with the outcome, but we want to reiterate that we are unable to provide any assistance in this matter. As noted on the UpWest website, they are going out of business and no longer accepting returns or exchanges.

Sincerely,
Express Customer Experience
Customer Answer
Date: 07/08/2024

Hello,
Please see attached receipt.
Date of purchase 6-23-24
UpWest High Waisted Coastal Cotton Maxi Skirt - $78.00
Please see bottom of the receipt for the UpWest Return Policy.
Thank you for your time,
*********************************
Business Response
Date: 07/09/2024
Dear BBB,

Thank you for sharing the customers concerns with us. As per their website, UpWest is going out of business and no longer accepting returns or exchanges. Express is no longer affiliated with the brand and is unable to accept or process UpWest returns. We understand the customer may be disappointed with this response, but we are unable to provide any assistance in this matter.

Sincerely,
Express Customer Experience
Customer Answer
Date: 07/24/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21934697

I am rejecting this response because: At the time of purchase, there was absolutely no mention of UpWest going out of business because at that time they were not going out of business! In addition, on my receipt it clearly shows the return policy for this item. If the item could not be returned, it should have been advertised at time of purchase but it was not. In addition, my receipt should have also stated "Final Sale", but instead it displayed instructions on how to return the item.  I should not be responsible for the abrupt decision to go out of business after my purchase. There are suddenly hundreds of complaints online from consumers that are having the exact problem.
I am requesting a full refund for the item purchased to be credited to my Express Credit Card.

Regards,

*********************************
Customer Answer
Date: 07/24/2024
I wish to add these three attachments to my response dated for July 24, 2024 for the business to review. In addition, I have attached a photo of some items from UpWest sold on the Express website. No mention of Final Sale. One item is even displayed at regular price!

Customer Answer
Date: 07/24/2024
Hello,
Please add to my response dated July 24, 2024.
The attachment shows the item I purchased, still advertised today (July 24, 2024) on the Express website as you can see from the date and time at the top of the attachment. Also, gives instructions on how to return the item. Nothing stating Final Sale, Going Out of Business or No Returns.
Initial Complaint
Date:06/28/2024
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.
Express Clothing Store refuses to accept my return and refund request despite the circumstances being their fault. I placed an order on the website on May 18, 2024. According to their return policy, I had 30 days from the date of shipping to return any items. On June 19, I printed a store-return slip from my Express account, and my husband went to the store to make the return. The salesperson informed him that the store could not accept returns and that we would have to mail the items back instead. I attempted to print a return mailing label through my Express account but was unsuccessful. I tried again the next day, but to no avail. Being in ******, I faced the additional challenge of Express’s customer service hours being based on Eastern Time. By the time I finished work and was available to call, their office was closed. I finally reached Express customer service the following day. I explained the situation and requested a return mailing label. The representative informed me it was not possible because it had been more than 30 days since the purchase. I explained the situation and asked to speak with a supervisor. The supervisor opened a case and assured me I would receive an email with their resolution within seven days. Today, June 28, seven days later, I had not received any email, so I called Express Customer Service to follow up. The representative reiterated that I was not allowed to return the items due to the 30-day window. I requested to speak with another supervisor, explained the entire situation again, and highlighted how the 30-day window had lapsed because their system did not allow me to print the return mailing label.
This situation is not my fault but rather an issue with Express’s system and their store’s inability to accept the return. Had their system allowed me to print the mailing label as per their return policy, I would not be in this predicament. I seek a full refund for the items I have been unable to return.
Business Response
Date: 07/10/2024
Dear BBB,

Thank you for reaching out to us about this issue. We are
sorry to hear that the customer is dissatisfied with our Returns and Exchanges policy, and we appreciate the
opportunity to address their concerns.
Our policy allows for items purchased on Express.com to be returned by mail within 30 days of the shipping date, or to
any Express retail store, excluding closing or Express Factory Outlet stores.
The customer did not meet these guidelines; therefore, we are unable to accept
the return or provide further assistance.

Once again, thank you for sharing this customer's
feedback with us.

Sincerely,
Express Customer Experience
Customer Answer
Date: 07/11/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because the key reason is that on the last day before the return period ended, EXPRESS system did not allow me to generate a return mailing label.
It was late in the business day, and by the time I realized the issue, I was unable to reach a customer representative due to the time zone difference (I am in *******, and your customer service operates on Eastern Time). Consequently, I had no choice but to wait until the next day to contact your customer service team, which resulted in the return period technically lapsing by one day. I would like to highlight that this delay was entirely due to a malfunction in EXPRESS system, not an oversight on my part. I attempted to comply with their return policy within the specified timeframe, but their system’s failure prevented me from doing so.

Additionally, EXPRESS response states, "Our policy allows for items purchased on Express.com to be returned... to any Express retail store, excluding closing or Express Factory Outlet stores." This contradicts the Returns & Exchanges Online & In-Store Policy published on their website, which does not mention exclusions for closing stores (see attachment). This inconsistency further complicates the matter, as my husband was turned away from our local store due to it closing, which was not clearly communicated in your policy.
Given these circumstances, I respectfully request that they reconsider my return request. The delay was caused by EXPRESS system’s failure, and their return policy's ambiguity added to the confusion. I seek a fair resolution to this matter, ideally a full refund for the items I was unable to return through no fault of my own.
Thank you for your understanding and prompt attention to this matter.
Regards,
******** *****
Customer Answer
Date: 07/25/2024
BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint. BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.

We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB ****************** Services. We appreciate the patience and understanding of the parties.

Complaint Detail / Problem
Complaint Type:
Refund / Exchange Issues
Refund / Exchange Issues
select
Problem:
Express Clothing Store refuses to accept my return and refund request despite the circumstances being their fault. On the last day before the return period ended, EXPRESS system did not allow me to generate a return mailing label. It was late in the business day, and by the time I realized the issue, I was unable to reach a customer representative due to the time zone difference (I am in ******, and their customer service operates on Eastern Time). Consequently, I had no choice but to wait until the next day to contact their customer service team, which resulted in the return period technically lapsing by one day. I would like to highlight that this delay was entirely due to a malfunction in EXPRESS system, not an oversight on my part. I attempted to comply with their return policy within the specified timeframe, but their systems failure prevented me from doing so. Additionally, EXPRESS response states, "Our policy allows for items purchased on Express.com to be returned... to any Express retail store, excluding closing or Express Factory Outlet stores." This contradicts the Returns & Exchanges Online & In-Store Policy published on their website, which does not mention exclusions for closing stores (see attachment). This inconsistency further complicates the matter, as my husband was turned away from our local store due to it closing, which was not clearly communicated in your policy. Given these circumstances, I respectfully request that they reconsider my return request. The delay was caused by EXPRESS systems failure, and their return policy's ambiguity added to the confusion. I seek a fair resolution to this.

Desired Resolution / Outcome
Desired Resolution:
Refund
Refund
select

Business Response
Date: 07/25/2024
Dear BBB,

Thank you for reaching out to us regarding this matter.

Our 30-day Returns and Exchanges policy is clearly stated on our website and in stores. For any store that is permanently closing, we have prominent signage in those locations displayed stating, "All Sales are Final." Therefore, all transactions at closing stores are considered final sales, and no returns or exchanges will be accepted. This information is also available in our FAQ section on express.com.

Policy for Express closing stores: All sales are final, and we are unable to accept the following:

- Returns, exchanges, price adjustments, or price matches
- Gift cards or Store Credits
- Insider Rewards or Express Cash
- Additional discounts or promotional offers

We apologize for the customer's disappointment, but our decision is final, and we are unable to make an exception to accommodate the customer's request.

Thank you once again for sharing this customer's feedback with us.

Sincerely,
Express Customer Experience
Customer Answer
Date: 07/25/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21918843

I am rejecting this response because: I made every effort to comply with Express's return policy including 1) attempted to return the items in-store within the return window, 2) attempted to generate a return mailing label online within the return window, and 3) contacted Express customer service as soon as possible to resolve the issue. Despite these efforts, Express has refused to accept the return, citing the expired return window. However, this expiration was solely due to their system's malfunction, not any delay on my part.
Express Clothing Store has always been a favorite of mine, and I was saddened to hear about their recent bankruptcy filing. Knowing this might be my last chance to purchase their merchandise, I made a significant online purchase of over 40 items, totaling $2,353.21. Unfortunately, some of the items did not fit as expected, and I attempted to return them in accordance with their return policy (attached).
My husband visited the Express Store at ***************** (*****************************************************************************************) within the return period. However, he was informed by the salesperson that the store could not accept online returns because it was closing permanently. This directly contradicts the return policy stated on their website, which did not mention exclusions for closing stores.
Despite this setback, I promptly tried to initiate the return online and generate a return mailing label. Unfortunately, their system was malfunctioning and would not allow me to view my order or generate the necessary label. I immediately attempted to contact Express customer service but, due to the time zone difference, I could not reach them until the next day. By then, the return window had technically closed by one day.
Throughout this process, I made every effort to comply with Express's return policy:
- Attempted to return the items in-store within the return window.
- Attempted to generate a return mailing label online within the return window.
- Contacted Express customer service as soon as possible to resolve the issue.
Despite these efforts, Express has refused to accept the return, citing the expired return window. However, this expiration was solely due to their system's malfunction, not any delay on my part.
Given these circumstances, I kindly request your assistance in resolving this matter. Attached is a copy of the return policy as stated on the company's website.
Thank you for your consideration. I am more than willing to provide any additional information needed to support my case.
Sincerely,
********************************
Business Response
Date: 07/26/2024
Dear BBB,
Thank you for contacting us regarding this issue. We apologize for the customer's dissatisfaction with our Returns and Exchanges policy and appreciate the opportunity to address the concerns.

As stated on our website, items purchased on express.com should be returned by mail within 30 days of the shipping date or to any Express retail store, excluding closing or Express Factory Outlet stores. Since the customer did not meet these guidelines, we are unable to accommodate her request.

We value our customers and their satisfaction, but we also have to adhere to our policies. Thank you once again for sharing this customer's feedback with us.

Sincerely,
Express Customer Experience
Initial Complaint
Date:06/28/2024
Type:Product 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 purchased 4 items from Express. The sizes were off so I went to their store to return.
2 of the 4 items were part of a sub brand apparently called Upwest. Express said you have to call Upwest to get your return label. My purchase was made on my Express credit card
It's been over a week I have been reaching out to Upwest they won't respond or pick up their calls. I get a message that their customer serv is closed
I reach out to Express they said "we don't work with Upwest anymore" how did you stop working with them in the 3 weeks I purchased the item and why is Upwest still on your website
The fact that this expense is on my Express credit card if i don't pay it I will incur alot of late fees and interest charges which will ruin my credit score.
Screenshots attached of my interaction with Express's team and reaching out to Upwest
Business Response
Date: 07/05/2024
Dear BBB,

We appreciate you sharing this customer's
concerns with us. We spoke with the customer on July 2, 2024, and the issue was
resolved.

If you have any more questions or concerns
about this, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Customer Answer
Date: 07/08/2024
[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:06/26/2024
Type:Sales and Advertising 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.
Today June 6, 2024 @ 11:00 am EXPRESS is running advertisement stating "Price Reflects 80% Off" several merchandise like: style # ******** in Hot ****************************** # ******** in White. Once you add to cart price does not reflect 80% off. I called & spoke with OP ***** who stated he does not see advertisement & is unable to correct the issue. I asked to speak to supervisor & got ****** who provided me w/an email to send picture of advertisement. I did. He reviewed & put me on hold. Came back & stated that he sees the advertisement but is unable to make the change in price to reflect advertisement, so is unable to assist. I would like to purchase the 3 items I mentioned at the 80% off advertisement that is showing the pictures I provided. Please assist.
Business Response
Date: 07/10/2024
Dear BBB,

We appreciate you sharing this customer's concerns with us. We spoke with the customer today, July 10, 2024, and resolved the issue.

If you have any questions or concerns about this, please feel free to contact us.

Sincerely,
EXPRESS Customer Experience
Initial Complaint
Date:06/24/2024
Type:Service or Repair 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.
On May 9, 2024, I purchased the Body Contour High Compression Bustier with Bra Cups (Order No. ***************** from Express online store. When I received the order I noticed the store sensor was still attached. I took it back to an Express store and they could not remove the sensor because they did not have the correct remover for that sensor. They also would not allow me to return the item because it’s a bodysuit. I then started a chat with Express online and told them what happened. I sent pictures of the item. It’s never been worn and still has all the tags on it. The rep first offered a refund, then told me to contact my bank and challenge the charge because she could not give me a refund because I may charge it again. Which made no sense to me. I want my money back and somewhere to send this bodysuit because it useless. The sensor cannot be removed so it cannot be worn.
Business Response
Date: 07/02/2024
To whom it may concern,

Thank you for bringing this customer matter to our
attention. We tried to reach out to the customer on June 25, 2024, and
subsequently, but unfortunately, we were unable to establish contact. In
response, we have initiated a refund for the amount paid and provided an
Express Cash gesture as goodwill for the inconvenience.

We appreciate the opportunity to address the concerns raised
and invite the customer to contact us if further assistance is needed.

Best regards,
EXPRESS Customer Experience
Customer Answer
Date: 07/02/2024
[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:06/21/2024
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 have made multiple attempts within the company’s return policy to make a return. I was denied a return multiple times at multiple locations because their stores are “going out of business”. The Return policy never mentioned the return would be denied based on location. This information was never made public knowledge. After multiple attempts and denials of my return at several locations due to “closing”, I finally found a location that’s remaining open and willing to accept returns. At this point I was then denied the return because I was 2 days past the 30 day return window. I spent the 30 day return window trying to find a location that would even accept my return. I wasted time and gas driving to multiple stores over sever days. When I purchased the items I should have been notified that returns were not being accepted at all locations. I would like my return honored or my money back for the items. I have communicated several times to their customer service. They refuse to help. It it not my responsibility that they refused returns at their locations. The company should hold themselves accountable for their actions. This has been a terrible service experience.
Business Response
Date: 06/26/2024
Dear
BBB,

Thank
you for contacting us regarding this matter. We are sorry to hear that the
customer is dissatisfied, and we appreciate the opportunity to address their
concerns.
As a company, we aim to be transparent and communicate effectively
with our customers. On January 1, 2024, we updated our Returns and Exchanges
policy to a 30-day period. This information was clearly communicated on our
website and store receipts. We also make it a practice for any store permanently
closing to have prominent signage stating that "All Sales are Final"
and that all transactions are considered final sales, with no returns or
exchanges accepted.

While we cannot accommodate the customer’s
request for a refund or exchange, we will consider her feedback as we
review our policies and assess our business's future needs.

Once
again, thank you for sharing this customer's feedback with us.

Best regards,
Express Customer Experience
Customer Answer
Date: 06/26/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because: This statement is false. The store I shopped at had no store closing signage posted and I was no way informed of stores closing or returns being accepted at only select locations. Nowhere on the company website does it currently indicate that returns are only accepted at select locations or that stores are closing.

Regards,

**** *****
Customer Answer
Date: 06/26/2024
The store I shopped at had and still has no signage, I received no verbal warning and the website currently does not indicate there are locations not accepting returns. I tried multiple times to find a location to accept my return well before the 30 day window closed. I was denied every time. The website and return policy does no accurately indicate returns could be denied before the 30 day window.
Customer Answer
Date: 06/26/2024
The store I shopped at had and still has no signage, I received no verbal warning and the website currently does not indicate there are locations not accepting returns. I tried multiple times to find a location to accept my return well before the 30 day window closed. I was denied every time. The website and return policy does no accurately indicate returns could be denied before the 30 day window.
Business Response
Date: 07/03/2024
Dear BBB,
We understand that the customer is disappointed, and we apologize for
that. Our decision is final, and we are unable to make an exception to
accommodate her request.
Please visit **************** for
policy information or helpful FAQs.

Sincerely,
Express Customer Experience
Initial Complaint
Date:06/21/2024
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.
On or about 6/19/2024, a scammer hacked my Express account and purchased several men’s underwear with the credit card saved in the account. The billing address did not match the credit card, but the payment was still processed, for some reason. Within approximately 30-40 minutes, I notified Express that the purchase was made fraudulently, yet Express STILL sent out the items in multiple packages later night AND the following day. They had ample time to cancel the order to ensure the scammers did not receive the items, yet they still sent out the items. Please investigate whether they are working with scammer entities, as it makes no logical sense for them to have 1) allowed the purchase to go through and 2) sent the items even after their system reflected the purchase was fraudulent.
Business Response
Date: 07/03/2024
Dear BBB,

At Express, customer trust and privacy are important to us. It’s unfortunate to hear of the customer’s experience, as we take extensive measures to prevent such incidents. We have spoken to the customer and explained that we have a very short window to cancel orders once they are placed. While we have taken note of the customer's feedback, we are unable to provide further assistance in this matter. Any fraudulent charges must be disputed with their financial institution or law enforcement. We understand that our words and apologies may not fully alleviate the frustration, but we hope it will help restore their trust in our commitment to providing exceptional service to all our customers.
Sincerely,
Express Customer Experience
Customer Answer
Date: 07/05/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because: 1.) EXPRESS had a responsibility to reject the purchase. They were negligent and failed to take reasonable due diligence by allowing the purchase, as the billing address was incorrect AND the
delivery address was to a well known scammer address. A public domain search indicates that EXPRESS had prior customer fraud complaints (i.e. notice) that the ******* delivery address was linked to a scammer.

2.) EXPRESS had ample time to stop the MULTIPLE (at least 4) deliveries made to the client, but failed to take any reasonable action to stop the multiple deliveries. They were notified within appx. 30-40mins of the fraudulent purchase being made, as records show that the purchase was made at appx 8:01am Central and EXPRESS was notified at 8:38am.

EXPRESS was grossly negligent in allowing the purchase and deliveries of these fraudulent purchases.

******** *******
Business Response
Date: 07/05/2024
Dear BBB,
Thank you for bringing the customer's feedback to our
attention once again. We appreciate your efforts in ensuring that our
customers' concerns are heard. We understand that she may be disappointed with
the outcome, but we want to reiterate that we are unable to provide further
assistance in this matter. As we have mentioned before, any fraudulent charges
must be disputed with their financial institution or reported to law
enforcement.
Sincerely,
Express Customer Experience
Initial Complaint
Date:06/13/2024
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.
Ordered several pairs of jeans, all the same size, and 2 pairs were defectively sized way too small.
I tried to return the jeans at a local store. They refused due to not being able to process the return, because it was an Express Outlet. I was told I could return them at the Springfield, MO store. The store is over an hour away.
The store refused the return due to the shipping date. I explained when I received the package and I have tracking information as well. They said there’s nothing they could do.
The issue I find with this is no exchange was offered. Therefore, Express is scamming customers out of money. I have 2 pairs of jeans for around $200 I am out of pocket for and they can’t even exchange them? If these were a clearance item, I would understand a little more, but this is terrible customer service!
I contacted customer service and they could barely speak English. Express should at the very least be able to exchange their products for a different size.
One pair of jeans was delivered May 15th, and the other pair was delivered May 18th, it’s June 13th. After the runaround, I am still within 30 days, but no exchange?
Business Response
Date: 06/25/2024
Dear BBB,

Thank you for contacting us regarding this matter. We are
sorry to hear that the customer is dissatisfied, and we appreciate the
opportunity to address their concerns.

At Express, our top priority is to provide our customers
with products that wow them. We want every item to be a perfect fit and exceed
their expectations. However, we understand that sometimes things may not work
out as planned. That's why we have a 30-day return and exchange policy from the
shipping or in-store purchase date. This allows our customers to rectify any
issues and find the perfect item that suits their needs. Items purchased on our
website can be returned by mail or to any Express retail store, excluding
closing or Express Factory Outlet stores.

Once again, thank you for sharing this customer's feedback
with us. We will consider it as we review our policies and assess our
business's future needs.

Sincerely,
Express Customer Experience
Initial Complaint
Date:06/10/2024
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.
Like some of the other complaints, I was also burned by the change in return policy. I would have been fine with store credit as I shop at Express often, but to my surprise, Express did not provide that as an option. I have 3 items that I did not intend to keep.
Business Response
Date: 06/25/2024
Dear
BBB,

Thank
you for contacting us regarding this matter. It is unfortunate to hear that the
customer is dissatisfied, and we appreciate the opportunity to address
their concerns.

As a company, we
strive for transparency and effective communication with our valued customers.
We updated our Returns and Exchanges policy to a 30-day period starting January
1, 2024, and this information was clearly stated on our website and in-store
customer receipts. While we are unable to make exceptions beyond this time
frame, we will take the customer's feedback into consideration as we review our
policies and evaluate our business's future needs.

As always, we appreciate the assistance you
provide us with our customers.

Best
regards,
Express
Customer Experience
Customer Answer
Date: 06/25/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because:

My purchase was done online. If it was clearly stated as Express claims, me and all other customers would have seen it. Business did not offer a resolution in this response.

Regards,

****** *******
Business Response
Date: 06/28/2024
Dear BBB,
As previously communicated, the customer's purchase does not qualify for a return or exchange as it has surpassed our 30-day deadline. We are unable to accommodate her request and consider this matter closed. We value the feedback and concerns shared and thank you for bringing it to our attention.
For further details about our Returns and Exchanges policy, we kindly direct you to our website at ****************
Sincerely,
Express Customer Experience
Customer Answer
Date: 07/01/2024
It's true that I didn't return it within 30 days, my initial complaint stated that just like countless others on the BBB site. However, that is because the business never communicated the change in return policy. I have patronized Express for years and come to expect I have 60 days to return an item. They changed the return policy without any communications and provided no way to even get store credit instead of a refund. If Express didn't do this intentionally and without regard for its customers, I would have been alerted to the policy change while checking out when I purchased those items.
Business Response
Date: 07/02/2024
Dear BBB,
We
understand that the customer is disappointed, and we apologize for that. Our
return policy was revised on January 1, 2024, and this information was
communicated on our website and store receipts. Our decision is final, and we
are unable to make an exception to accommodate her request.
Sincerely,
Express Customer Experience
Customer Answer
Date: 07/05/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because: Business failed to communicate policy updates in a manner that doesn't adversely impact customers.

Regards,

****** *******

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