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.
106 complaints closed in the last 12 months.

If you've experienced an issue

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:05/09/2024
Type:Billing 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 made an online purchase for 3 tops on 4/21. I went to my local store this week to return the items to avoid the shipping cost back. I was informed they are no longer handling online returns that have been paid w/PayPal. I felt this was odd. I called your customer service today 3 times and the last rep named *****, basically told me she didn't care and told me to go back to the store. I was asking for some courtesy due to the inconvenience of me not be able to return the items to the store. I asked her to waive the 6.99 fee. She told me no. She also told me to file a dispute with paypal. Absolutely the most greedy company I have ever seen. I was a huge customer of Express back from 2003-2020. I spent thousands. Now this is how I am getting treated? I would like the shipping fee to be waived.
Business Response
Date: 05/14/2024
To Whom It May Concern,

Thank you for sharing this customer's concern
with us. We attempted to reach out to this customer on Tuesday, May 14th and unfortunately we were unable to speak with her directly. We have, however,
begun communicating via email in an attempt to resolve the issue and offer a
solution.

Again, we thank you for allowing us the
opportunity to address the issues that were brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.

Sincerely,
EXPRESS Customer Relations
Initial Complaint
Date:05/09/2024
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.
On 4/25 I placed an order for two day shipping. On 5/7 I inquired about the status of the order via chat on the express website.just after providing the order number I received an email saying that my order had shipped on 4/26. Even now the tracking number just shows that the order hasn’t been received by UPS yet and when they receive the package they’ll have a delivery update. So the package hasn’t been shipped yet. According to Express policy; once a package is shipped, the order can’t be cancelled. All of the correspondence I’ve received reflect dates as if the package was shipped on time.

When I’ve called my concerns have been brushed off, they said they’d issue a refund for the two day shipping but there’s still no guarantee as to when I’ll receive my order.

I’ve been a loyal customer with Express for work clothes for the past year but this experience has caused me to seek a different retailer. Customer service should’ve given me the option to cancel my order if I wanted to. Instead of telling me my items were shipped when they haven’t been. Now I don’t know if I’ll ever receive my order and I have to shop for new work clothes for an upcoming event.
Business Response
Date: 05/09/2024
To Whom It May Concern,

Thank you for sharing this customer's concerns
with us. We were able to speak with the customer on Thursday, May 9th and have begun working towards a resolution.
Again, we thank you for allowing us the opportunity to
address the issues that were brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Customer Answer
Date: 05/12/2024
the tracking number provided still says that UPS has not received my package to actually ship it. The representative I spoke with mentioned that UPS must have lost the package previously but there’s never been an update showing that they received it to send it. I also ordered nine products and the updated order reflects that 8 are being shipped. It’s going on three week since I placed my order and still haven’t received the items. At this point I just want my money back. I can buy what I need elsewhere. This has been a horrible experience.
Business Response
Date: 05/14/2024
To Whom It May Concern,

Thank you for sharing this customer's additional concerns
with us. We corresponded with the customer via email on Tuesday May 14th to confirm that all items from the order have now been received.
Again, we thank you for allowing us the opportunity to
address the issues that were brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Customer Answer
Date: 05/22/2024
I accept the business's response to resolve this complaint.
Initial Complaint
Date:05/08/2024
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.
My husband purchased a 300 dollar gift card from Express, he was told by girl at store I could use card online. Card purchased as Christmas gift.. Went on website on 5-8-2024 selected items wanted to purchase for upcoming event, theses items are not available in store per website. In the purchase process kept saying unavailable to accept gift cards at this time. Called customer service they informed me can’t use gift card online have to go to store I said store doesn’t have what I want she the supervisor said oh well you have to find something at store , the.n I said that is poor customer service because there is nothing I want at the stores they are empty and I feel the better selection is online she agreed with me and then said I so your forcing people who purchased gift cards to buy things they don’t want . I live an hour away from closet store and this I feel is unacceptable practices they are doing with their gift cards. Stores sell the card and tell people they can shop online but then cards are not accepted online , per customer service and customer service supervisor. This should be illegal to take someone’s money to purchase products and then hold it hostage because they only want you to use it on certain items with no disclosure of this anywhere, they just lie and say system can’t process at this time which they are blocking this purchase, they think people can’t figure out what they are doing . I have copy of receipt and unused card.
Business Response
Date: 05/09/2024
To Whom It May Concern,

Thank you
for sharing this customer's concern with us.

At this time, we are not
accepting gift cards as a method of payment on our site and these can only be
redeemed for products sold in stores. Our gift cards have no expiration dates,
so customers are welcome to use them at their leisure in our
physical stores. For any additional questions regarding this matter we would
direct customers to peruse (link redacted).

Again, we thank you for
allowing us the opportunity to address the issues that were brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.

Sincerely,
EXPRESS
Customer Relations
Initial Complaint
Date:05/07/2024
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.
Bought a pair of jeans on Black Friday. Tried on the same size in a different color, 31x30. Ended up grabbing a color I didn’t try on but the same size 31x30. When I finally wore the jeans it was too late to return them. The jeans are way bigger than what the size states on the tag. Contacted customer service and they stated there is nothing they can do. I was expecting to get a credit or another pair of jeans. Why should I be on the hook for jeans they are not labeled with the correct size?
Business Response
Date: 05/07/2024
To Whom It May Concern,

Thank you for sharing this customer's concern
with us. We attempted to reach out to this customer on Tuesday, May 7th and unfortunately we were unable to speak with him directly. We have, however,
begun communicating via email in an attempt to resolve the issue and offer a
solution.

Again, we thank you for allowing us the
opportunity to address the issues that were brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.

Sincerely,
EXPRESS Customer Relations
Customer Answer
Date: 05/08/2024
I accept the business's response to resolve this complaint.
Initial Complaint
Date:05/05/2024
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.
I can see why Express is closing stores, their customer service is terrible and they lost a sale from a long time customer. I reached out by chat to ask why my $20.00 in rewards was not showing on my account and it's because they expired. Rewards should NOT expire since we earned the points. When i asked if they would stick the $20.00 back on my account, they wouldn't do it. This company is closing stores and you think they would want to keep customers and make a sale instead of chasing long time customers away! Since they did not give me the $20.00 back, how do I close my account? Because you don't want to keep customers, and I can go elsewhere where for my clothing,
Business Response
Date: 05/07/2024
To Whom It May Concern,

Thank you for sharing this customer's concern
with us. We attempted to reach out to this customer on Tuesday, May 7th and unfortunately we were unable to speak with her directly. We have, however,
begun communicating via email in an attempt to resolve the issue and offer a
solution.

Again, we thank you for allowing us the
opportunity to address the issues that were brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.

Sincerely,
EXPRESS Customer Relations
Business Response
Date: 05/07/2024
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We attempted to reach out to this customer on Tuesday, May 7th and unfortunately we were unable to speak with her directly. We have, however,begun communicating via email in an attempt to resolve the issue and offer a solution.

Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Customer Answer
Date: 02/10/2025
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 **************************** We appreciate the patience and understanding of the parties.

Problem:
I contacted customer service via chat and that was a waste of my time. And with their horrible/careless response makes me want to STOP shopping at Express all together and go elsewhere for my clothing. How do I close my insider account? Because clearly this company doesn't want to keep their customers. They expect you to pay $75.00 in order to get free shipping - even if you are an insider customer. I can pay LESS at ***************, ********, ******, ETC! And if something doesn't fit those customer DO NOT CHARGE a fee to ship items back! The closest store is OVER an hour away and I am not wasting my gas or time to drive to an Express store over an hour away to return a $29.20 shirt back! And when I reached out to customer service that is the response I received (See attachment) Unacceptable! I am NOT wasting more money! $6.99 to SHIP ONE shirt back!? No way! I want my full refund! This company is too greedy anymore. $8.00 to ship a shirt. $6.99 to return an item back!? This company can AFFORD to ship items free . Customer shouldn't have to pay $75.00 just for free shipping! I want my credit card refunded and my account closed. This shouldn't be that much of a hassle but the company apparently wants to make things difficult!
Business Response
Date: 02/14/2025
From: '***** ******* (EXPRESS Support)' via Dispute Resolution - Shared Inbox <********************************************************>
Date: Fri, Feb 14, 2025 at 1:56 PM
Subject: Express Ticket: ***** Has been updated
To: Better Business Bureau <********************************************************>
Cc: Talk <*********************************************************>

Your ticket: You have a new message from the BBB of ************ complaint #********.

Has been updated with the following comments:

Hello ****

I hope this message finds you well. We attempted to contact you by phone regarding your order, EXPR1920663402CT, but were unable to reach you.

We would like to inform you of our return policies and procedures. Your order was shipped on February 4, 2025, and you have 30 days from the ship date to process a return. You may either visit an Express retail store or return the item by mail using the return label available on our website: *********************************************************.

Please note, if you choose to return the item by mail, a $6.99 return fee will be deducted from your refund, which would be $14.41 ($21.40 - $6.99).
Should you have any questions or need further assistance, please feel free to contact us.

*****
Store Experience Specialist / **************** Associate
**********************
****************

Confidentiality Note: This e-mail message and any attachments to it are intended only for the named recipients and may contain legally privileged and/or confidential information. If you are not one of the intended recipients, please do not duplicate or forward this e-mail message and immediately delete it from your computer.

This email is a service from Express Support. Delivered by *******

On February 10, 2025 at 8:30:29 PM UTC, Better Business Bureau ******************************************************** wrote:
BBB
Better Business Bureau
BBB PROVIDES A SERVICE THAT MARKETS
TRUST IN YOUR BUSINESS & BRAND
Company: Express
Consumer: *********, ****

This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********.

Please click on the link below to access BBB's *************************** System to read this message.

Go to: ***************************************************
Enter Code: 73838052E9B14

This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at *************.

BBB of ******************************
*****************************************************************************
Please be sure to monitor your spam/junk/promotional folders for any future communications from BBB.

BBB
BBB PROVIDES A SERVICE THAT MARKETS TRUST IN YOUR BUSINESS & BRAND
Don't wish to be contacted by BBB? Click here to unsubscribe.
This message and all attachments sent by BBB is a private communication, and it may contain confidential and/or privileged information. Any disclosure, copying distribution or use of the information contained in or attached to this message is strictly prohibited. If you have received this message by mistake, please notify the sender by reply email and then delete the message from your system without printing, copying or forwarding it. Thank you.
[77PMDE-XKKGX]

Customer Answer
Date: 02/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21669361

I am rejecting this response because:

CLEARLY you do not understand ENGLISH. You just copied and pasted an automatic response to my initial complaint. So at this point I want my account closed and deactivated. Remove all of my personal information. I am DONE shopping with this company. They do not care about customers and keeping long term customers, so I can shop elsewhere! ***************. Old Navy....Gap! LOTS of other clothing companies that are not greedy and Express has corporate GREED at its finest! DELETE MY INFORMATION AND ACCOUNT!!

Regards,

**** *********
Business Response
Date: 02/25/2025
Dear BBB,

Thank you again for informing us of this customer's feedback. It is unfortunate to hear of her dissatisfaction with our policies, but we want to assure you that these guidelines are in place to maintain fairness and consistency for all our valued customers.

At the customer's request, we have closed her ********************** Insider account.

Sincerely,
Express Customer Experience
Initial Complaint
Date:05/01/2024
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.
My complaint will not refund my money - first order was send a black blouse xs which was not what I purchase. Contacted Express was told to mail it back. Second contact reorder and sent me the right product which came didn't material was sent back refund was never returned, was informed. I will not be getting a refund money was taken out of my bank but not returned.
Business Response
Date: 05/03/2024
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We were able to speak with the customer today, Friday, May 3rd and have reached a resolution.

Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations

Customer Answer
Date: 05/10/2024
The consumer indicated by phone that the business resolved their complaint.
Initial Complaint
Date:04/30/2024
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 purchased a gift card from the business on 12/14/23. After following the tracking information for multiple months it still said the order was in process and not yet shipped. When I called on 4/23/24 customer service told me that I purchased an e-gift card which would have been sent to my email. This was incorrect and I never received an email. They re-issued my confirmation and stated I would get another email with the ecard within 24 to 48 hours. Now a week later I still have not received it so I called back. This time they are now saying that cannot re-issue the card because it's been more than 30 days since the original order and I should file a claim with the courier (USPS). This is ridiculous since they told me before that it was originally sent as an ecard. They would not budge, would not give me another option or a refund. All I want is my $50 back so I can finally give my brother a Christmas gift. Upon looking at the customer reviews on their own website, it appears I was not the only customer with this issue around December last year, there are multiple other complaints of customers never receiving their gift cards/certificates and not being helped at all by their customer service. At this point they are just stealing money from people hoping no one complains or files claims.
Business Response
Date: 05/01/2024
To Whom It May Concern,

Thank you for sharing this customer's concern
with us. We reached out to this customer on Tuesday, April 30th via email in an attempt to resolve the issue and offer a
solution.

Again, we thank you for allowing us the
opportunity to address the issues that were brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.

Sincerely,
EXPRESS Customer Relations
Customer Answer
Date: 05/01/2024
I accept the business's response to resolve this complaint.
Initial Complaint
Date:04/30/2024
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 am reaching out regarding an issue that was worsened by my interaction with **** **** on 4/29/24. The agent was passive aggressive and ceased all communication due to an inability to assess my complete issue and understand the concern. The behavior of the agent is a side note as the issue at hand was regarding the express cash that was promised via marketing and throughout the signup practice that was not given. This is deceitful practice and should not be allowed to continue and this will be reported to my local attorney general and FTC for review if this issue is not handled with care and speed.
Business Response
Date: 05/01/2024
To Whom It May Concern,

Thank you for sharing this customer's concern
with us. We attempted to reach out to this customer on Wednesday, May 1st and unfortunately we were unable to speak with them directly. We have, however,
begun communicating via email in an attempt to resolve the issue and offer a
solution.

Again, we thank you for allowing us the
opportunity to address the issues that were brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.

Sincerely,
EXPRESS Customer Relations
Customer Answer
Date: 05/01/2024
I have responded via email and have not received a response from the merchant. I am awaiting a solution also and will be resolved with the complaint once a substantive response and action is reached
Business Response
Date: 05/03/2024
To Whom It May Concern,

Thank you for sharing this customer's additional concerns with us. We were able to connect with the customer via email on Thursday, May 2nd and have reached a resolution.

Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations

Customer Answer
Date: 05/10/2024
I accept the business's response to resolve this complaint.
Initial Complaint
Date:04/29/2024
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 placed an order on February 25, 2025 (order #****************) for 9 clothing items and the order total was $294.29. Only 2 of the items that I ordered ever arrived ($67.80 worth of my items). I began reaching out to Express in mid-March about this, and was twice promised by customer service that they would re-ship the remaining items (valued at $226.49), and they were never received. I spoke with customer service two more times, for a total of 4 interactions with customer service, and was promised a refund during the latter interactions. I have not yet received a refund for the items that were never received.
Business Response
Date: 04/30/2024
To Whom It May Concern,

Thank you for sharing this customer's concerns
with us. We were able to speak with the customer on Tuesday, April 30th and have begun working towards a resolution. Again, we thank you for allowing us the opportunity to
address the issues that were brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Customer Answer
Date: 05/01/2024
nobody from Express spoke with me on April 30, 2024 as they claim in their response. The last I’ve spoken with anybody in the company was last week (not positive on the date but I would guess 4/24 or 4/25).

Business Response
Date: 05/02/2024
To Whom It May Concern,

Thank you for sharing this customer's additional concerns with us. We attempted to reach out to this customer on Thursday, May 2nd and unfortunately we were unable to speak with her directly. We have, however, begun communicating via email in an attempt to resolve the issue and offer a solution.

Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Customer Answer
Date: 05/03/2024
I accept the business's response to resolve this complaint.
Initial Complaint
Date:04/28/2024
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.
My Express.com account somehow did not allow me to log in with my password, so I had to initiate a password reset. Possible that password was changed without my permission; chat was unavailable via the website Express.com.
Previous issues with order history not appearing on website. I only have one Express.com account.
Business Response
Date: 05/01/2024
To Whom It May Concern,

Thank you for sharing this customer's concern
with us. We reached out to this customer on Wednesday, Mat 1st via email in an attempt to resolve the issue and offer a
solution.

Again, we thank you for allowing us the
opportunity to address the issues that were brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.

Sincerely,
EXPRESS Customer Relations
Customer Answer
Date: 05/01/2024
I unfortunately did not receive any email from Express as of yet. I have checked my spam folder as well.

Business Response
Date: 05/03/2024
To Whom It May Concern,

Thank you for sharing this customer's additional concerns with us. We attempted to reach out to her via phone on Friday, May 3rd and unfortunately we were unable to speak with her directly. We have also sent a second email in hopes of establishing communication by email in an attempt to resolve the issue and offer a
solution.

Again, we thank you for allowing us the
opportunity to address the issues that were brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.

Sincerely,
EXPRESS Customer Relations

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Express is NOT a BBB Accredited Business.