Business Profile
Clothing
ExpressThis 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 ComplaintThe 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:04/27/2024
Type:Customer Service IssuesStatus: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.
The company is still sending me emails after I have opted out of all communications. Also, at the bottom of all advertising emails, a link to unsubcribe should be listed to opt out as well. Their latest emails sent to me doesn't have an unsubcribe linkBusiness Response
Date: 04/30/2024
To Whom It May Concern,
Thank you for sharing this customer's concerns
with us. We reached out by phone on Tuesday, April 30th and left a voicemail for the customer explaining we have taken steps to cease all emails being sent to the two email addresses we had on file for him. This process can take up to 7-10 business days to fully complete.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 RelationsInitial Complaint
Date:04/26/2024
Type:Product IssuesStatus: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 dress from Express.com and when I opened the package I noticed that the dress (Body Contour One Padded Shoulder Long Sleeve Mini Sweater Dress- Medium Size) had the sleeve torn. The fabric was very poor quality and became torn upon even the most gentle touch. The fabric seemed to be rotten or of very poor quality and unrepairable. I loved the dress but since the fabric was torn so I couldn’t wear it. I even took it to a tailor to see if they could sew it back together but they refused to because the fabric was not good and it would continue to tear upon handling. On April 10, 2024 I went to the Express store at North Shore Mall in Peabody, MA (store #0938) where ****** ******** is the manager. She wasn’t there that day (or at least that’s what I was told) so I interacted with another store employee, ***** (she didn’t want to provide her last name) and that interaction was less than ideal. She was rude and infantilized me. I experienced her to be rude, dominant, and aggressive and I didn’t want to get harmed by her behavior any further so I kept our interaction short. Her verbal and nonverbal communication was dismissive. She did not want to explore any options or answer my questions on how I could possible repair the fabric. She saw the fabric and experienced the low quality of the fabric from the dress; however she told me that I was stuck with it and she didn’t have any options for me. She was extremely rude, dehumanizing and dismissive. I wasn’t looking for her to give me my money back, I was just curious to see if given the irrepairable nature of the quality of the fabric that she would have some ideas, as I imagine others who bought this dress may have experienced the same thing and she may know of a remedy. In addition to not providing potential solutions, ***** was extremely rude and aggressive and the additional trauma I experienced from interacting with her was completely unnecessary and harmful.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 RelationsCustomer Answer
Date: 05/08/2024
I accept the business's response to resolve this complaint.Initial Complaint
Date:04/24/2024
Type:Product IssuesStatus: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 am very frustrated with the customer service at Express. I ordered this suit for my boyfriend in March. You guys ended up cancelling the pants meanwhile the order was already placed for two weeks!! Ended up getting the jacket reached out to multiple people and was informed that the pants should come back in stock and to wait and check. Turns out they’re still not. I went to go return the jacket because there is no point in keeping JUST the jacket and now I am getting the run around because it’s been slightly over 30 days meanwhile I trusted your guys word on the pants coming back in stock. I am super upset and no one is helping. All I want to do is return the jacket and get my money back on my card.Business Response
Date: 04/25/2024
Hello BBB,
Thank you for reaching out to us
regarding this matter. We take customer satisfaction very seriously and always
strive to provide the best service possible. We are happy to inform you that we
have promptly responded to the customer's concern via email and have offered
her suitable solutions to resolve the issue. We value your partnership and
thank you for helping us maintain our commitment to excellence. Please do not
hesitate to reach out to us with any further issues or concerns.
Best regards,
Express Customer ExperienceInitial Complaint
Date:04/23/2024
Type:Product IssuesStatus: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 online order on March 25, 2024 (order #****************) using my Express credit card. I received the order, however, 3 items did not fit properly. I went in store to return the 3 items. I have the receipt for the return. It has now been almost a month and I have not received a credit for the amount that should be refunded to my card. I have the receipt for proof of return. I have called Express, the credit card company, and have even went in store to find a solution. No one has been able to help me and I have been going in circles. I’m very frustrated as I am a loyal Express customer and have never had this issue.Business Response
Date: 04/25/2024
Hello BBB,
Thank you for reaching out to us regarding this
matter. We take customer satisfaction very seriously and always strive to
provide the best service possible. We are pleased to inform you that, as of today,
April 25, 2024, we have addressed the customer's concerns via email and were able
to successfully resolve the issue. We value your partnership and thank you for
helping us maintain our commitment to excellence. Please do not hesitate to
reach out to us with any further issues or concerns.
Best regards,
Express Customer ExperienceCustomer Answer
Date: 04/28/2024
I accept the business's response to resolve this complaint.Initial Complaint
Date:04/23/2024
Type:Delivery IssuesStatus: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 ordered $600 worth of clothing items from Express, which included 12 items of clothing. The package I received only contained one shirt. The photograph of the delivery from UPS reflects that only a small package was delivered, a package that couldn’t hold 12 items. Because, however, it shows as “Delivered,” Express refused to re-ship the correct items, instead telling me to open a claim with the shipper. I did that and of course the shipper denied the claim because they show an actual package was delivered. When I told Express about the shipper’s claim denial, Express once again refused to resolve the issue, this time telling me to dispute the charge.Business Response
Date: 04/25/2024
Hello BBB,
Thank you for reaching out to us regarding this matter. As a company, we take customer satisfaction
very seriously and always strive to provide the best service possible. We are
pleased to inform that we have addressed the concerns of the customer on April
23, 2024, and successfully resolved the issue. We value your partnership and
thank you for helping us maintain our commitment to excellence. Please do not
hesitate to reach out to us with any further issues or concerns.
Sincerely,
Express Customer ExperienceCustomer Answer
Date: 04/25/2024
I accept the business's response to resolve this complaint.Initial Complaint
Date:04/22/2024
Type:Product IssuesStatus: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.
Hello, I had placed an order through Express for some jeans. I initiated a return and I sent it after the 30 days. I did the initiation before the 30 days but because they received it after the 30 days they are not giving me back my refund nor are they willing to exchange the clothes that don't fit me. So not only did this corporations keep my money but now Im stuck with clothes that I can't even wear. I have called them and they tell me to read the return policy and that they cannot do anything or me. I don't think it's right this multi million companies get to keep the money for the consumer without trying to work with us. I have easily spent over $10,000 dollars throughout the years on clothing from this company and they just ignored me and were not willing to work with me for a few hundred dollars. This is unfair and they should give me my money back.Business Response
Date: 04/23/2024
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, April 23rd 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 offering 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 RelationsCustomer Answer
Date: 04/23/2024
I did receive a voicemail and an email. I have emailed the representative back that I can speak to them after 4 pm when im off work. The issue has not yet been discussed nor resolved.Business Response
Date: 04/23/2024
To Whom It May Concern,
Thank you for sharing this customer's additional concerns
with us. We were able to speak with the customer on Tuesday, April 23rd 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 RelationsCustomer Answer
Date: 04/23/2024
I accept the business's response to resolve this complaint.Initial Complaint
Date:04/22/2024
Type:Delivery IssuesStatus: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 ordered 6 items and one was not delivered.
I called Express 3 times, 2 were chat so the transcripts were recorded.
On April 11th, one of 2 items were delivered.
I was told by a representative to wait until my next package arrived. It did with the remaining 4 items.
I called Express again today and was told to file a claim with Fed Ex.
Extremely poor service, especially since the mdse was not delivered on the 11th and 2 represents asked me to wait even though the item in question was marked as delivered.Business Response
Date: 04/24/2024
To Whom It May Concern,
Thank you for sharing this customer's concern
with us. We attempted to reach out to the customer on Wednesday, April 24th 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 offering 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 RelationsCustomer Answer
Date: 04/24/2024
I accept the business's response to resolve this complaint.Initial Complaint
Date:04/20/2024
Type:Product IssuesStatus: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 1/19/2024 I went to Express Store in Bayside NY with my valid non-expired receipts to exchange/return some items. The store manager informed me that the return policy had changed to 30 days and that his computer would not accept my exchange/return even though the dates on my receipts were still valid. He advised me to call the corporate number and I did.
I then called customer service and I was provided a case number. I was contacted by ****** at Express a few days later and was provided a label to return one of the items for a store gift card. ****** refused to accept the second item(s) even though I had a valid non-expired receipt and the items were not used. The value of the item(s) is $40.80 PLUS TAX.
On or about 3/24/2024 I called Express again in an effort to resolve the issue and was provided another case number. I was advised that corporate would call me in 2-5 business days but no one reached out.
I would like Express to accept for return the item(s) that I tried to exchange/return in store with a valid and unexpired receipt on or about 1/19/2024 and provide me with a gift card for the value of the items that they would not take back, approximately $42.Business Response
Date: 04/24/2024
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, April 24th 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 offering 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 RelationsInitial Complaint
Date:04/18/2024
Type:Product IssuesStatus: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 order number is ****************. I received a heather gray shacket which was damaged so I contacted customer service and they issued a replacement which was fine. In the meantime, I sent them back the damaged item because I had not use for it. Fast forward a week later and I received the replacement, only to see it was damaged so I need to return the replacement for a refund. I contacted customer service via the online chat and their toll free number which was a HUGE waste of time. No one could provide me with a label which is unacceptable. I need to return the replacement item for a REFUND!!Business Response
Date: 04/19/2024
To Whom It May Concern,
Thank you for sharing this customer's concern
with us. We spoke briefly with the customer and then followed up by email on Friday, April 19th. We are currently communicating with her 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 RelationsCustomer Answer
Date: 04/28/2024
The item was sent back to Express and the refund was applied to the wrong order via my Klarna account. I still have an outstanding amount for the item I returned which is ridiculous.Business Response
Date: 04/30/2024
To Whom It May Concern,
Thank you for sharing this customer's additional concerns
with us. We corresponded with the customer on Monday, April 29th and confirmed the refund was submitted towards the correct order. We are partnering with Klarna to ask that they correct this error with the refund.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 RelationsInitial Complaint
Date:04/15/2024
Type:Product IssuesStatus: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.
Order number EXPR**********CT was returned visa mail. Expresses received my return and for whatever reason decided not to refund me back. I used the express card for this purchase and because the refund was not issued I am now being charged late fees and interest. This has also been reported to the credit reporting agency. I reached out to express today and they stated it needed to be entered manually. the refund was processed but they stated they would be unable to help[ me with late fees and the false reporting to the credit agencys.Business Response
Date: 04/16/2024
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, April 16th 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 offering 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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