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Business Profile

Clothing

Express

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

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

Find a Location

Express has 61 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Express

      1 Express Dr Columbus, OH 43230-1496

    • Express

      4230 The Strand Columbus, OH 43219-6187

    • Express

      9745 Carousel Center Syracuse, NY 13290

    • Express

      9745 Carousel Center Drive Syracuse, NY 13290

    • Express Stores

      130 Fifth Avenue New York, NY 10003

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/14/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.com is the worst website I’ve ever had the displeasure of using. I saw an item I loved and wanted to use my Express Cash, but when I went to checkout, not one of my multiple payment methods worked. I used the chat feature multiple times and nothing they suggested worked (using incognito, using the app, different device, etc.) One said to call to place the order so I did and they placed it, but within a few hours, the order was randomly cancelled. No one I talked to could give me a reason. The amount of time I spent on this issue is insane.

      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

      Customer Answer

      Date: 04/17/2024

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

    • Initial Complaint

      Date:04/10/2024

      Type:Product Issues
      Status:
      Answered
      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 paid a shipping fee to return an item. I was promised the fee would be reimbursed and was provided a case number. I've called 3 times requesting the refund, the most recent on 3-26 and I still haven't received it.

      Business Response

      Date: 04/12/2024

      To Whom It May Concern,

      Thank you for sharing this customer's concern
      with us. We attempted to reach out to this customer on Friday, April 12th 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

    • Initial Complaint

      Date:04/10/2024

      Type:Product Issues
      Status:
      Resolved
      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 12/4/23 I ordered pants from Upwest. They were delivered and did not fit. I returned them on 1/3/24 and shipped them with the label provided. I emailed on 1/26/24 with Upwest about a refund and after multiple emails with them they said they would issue a refund on 2/8, however I never received this money and have since emailed them multiple times to attempt to get this refund and have not heard.

      Business Response

      Date: 04/12/2024

      To Whom It May Concern,
      Thank you for sharing this customer's concerns
      with us. We were able to speak with the customer on Friday, April 12th 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: 04/16/2024

      I accept the business's response to resolve this complaint assuming the refund is received in the next 7-10 days. 

    • Initial Complaint

      Date:04/03/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Hi, I recently purchased 2 pairs of jeans at my local express store. I bought 2 different colors in the same fit, style, and size. I tried one of them on and it fit perfectly so I didn't even think to try on the other color. Again, it was the same style, fit and size. Only difference was the color. Well I go to wear the other jeans I didn't try on and they're swimming on me in the waist. I had to keep pulling them up since they kept falling down. If it's a 32 x 32, why is 32 a variable size when buying jeans? A 32 should be consistent across the board, especially when it's the same skinny fit as the other ones that fit perfectly. Now that i've taken the tags off, there's no way to take them back to the store. Why is Express jeans so inconsistent when it comes to waist sizes?

      Business Response

      Date: 04/05/2024

      To Whom It May Concern,

      Thank you for sharing this customer's concerns
      with us. We were able to speak with the customer on Friday, April 5th 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: 04/08/2024

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

      Customer Answer

      Date: 04/17/2024

      Hi, I need to reopen dispute #********. Express reached out to me and provided me a prepaid label to send the item back to them. I did this and they’ve had it for over a week and haven’t given me my refund and there’s been no communication from them ever since that first outreach. I have no clue how to reach back out to the besides this dispute. Thank you

    • Initial Complaint

      Date:04/02/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Purchased $269 worth of clothing from order ****************.

      My order was split into multiple shipments. My order arrived with completely different items in it. None of my items were delivered.

      Customer service resent the items except for the pants that are now no longer available / sold out. I asked for an additional discount on my next purchase or some express dollars added to my account for the inconvenience and they refused.

      Customer service actually refused ANY sort of make good opportunity of the major failure of the warehouse. They refunded the pants and told me if they ever show up online again I can buy them at the original sale price I paid.

      Which again is putting all of the work on the customer to figure out how to get the pants again, and wait for another shipment.

      Customer NOService from Express.

      Business Response

      Date: 04/03/2024

      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 3rd 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

    • Initial Complaint

      Date:03/29/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 suit from express on 3/16/24. The price was $298.00. I used a coupon that made it $75 off and express cash that I earned from points in the amount of $40. The suit went on sale for 40% off and I went into the store for a price adjustment as the policy states (see below). The manager told me that they will not give away "free money" and that I would lose the reward points during the price adjustment. I understand that I would lose the $75 off, but the 40% off would be greater and I accept that. I should not lose the $40 as it was earned with my purchases on my express account. She would not continue with the price adjustment. I had a little over $300 worth of items I was purchasing and told her if she did not honor the policy that I would not purchase this and she said that was fine she would put the clothes back on the rack, so I left and called corporate and they asked me to go back into the store to deal with the manager and hand her my phone. Why would I want to go back in there and manage your managers for you? You address your own concerns within your company or else add me to your payroll, it's not my job to tell your managers to follow their own policy and this put me as a customer is an awkward situation, that I would prefer to just take my business elsewhere. Also, on a side note a month ago when I purchased around a 8-10 items (I can check receipt), the clerk refused to fold my clothes and balled them up and jammed them in a bag. The same manager watched her do this. I paid for my clothes, went to the side and folded everything one by one and watched other customers get out of line and set their items down and leave the store because of watching what I went through. This was the Franklin Park mall in toledo, ohio.
      We will process a one-time price adjustment for in-store purchases, when the price of an item has been reduced and an original sales receipt is presented within 14 days of the purchase date. (link redacted - store policy)

      Business Response

      Date: 04/02/2024

      To Whom It May Concern,

      Thank you for sharing this customer's concern
      with us. We spoke with the customer today, Tuesday, April 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: 04/02/2024

      I accept the business's response to resolve this complaint. Express has showed great customer service from the complaint, I wish that the company can improve on the store level but I am happy that on a corporate level they still are providing excellent customer service.

    • Initial Complaint

      Date:03/24/2024

      Type:Delivery Issues
      Status:
      Answered
      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.

      Translated from Spanish to English (Google):

      Express sent the package but UPS delivered it to the wrong address, I never received it. When I started a chat with express to get the money back because I didn't receive the package, they told me to file a claim with UPS and they can't do anything but I didn't buy from UPS, I bought from Express and I don't have to pay. something I didn't receive. The delivery notification has a photo, that photo is not of my house, they left it at the wrong house and express does not want to refund my money

      Business Response

      Date: 03/26/2024

      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, March 26th 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:03/19/2024

      Type:Product Issues
      Status:
      Answered
      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 an item and tried to return it later to a physical location. They said that the item couldn't be exchanged or returned and I should try speaking to someone online. I did, and they referred me to in store. I can't go back because I am a student without access to a car. I have the receipt here

      Business Response

      Date: 03/20/2024

      To Whom It May Concern,

      Thank you for bringing this customer's concern to our attention. Following the receipt of the concern on Tuesday, March 19th, we contacted the customer via email and offered options to resolve the issue. As always, our team is committed to providing excellent customer service and ensuring a positive experience for all our valued customers. Should you have any further questions or concerns, please do not hesitate to reach out to us.

      Sincerely,
      EXPRESS Customer Relations

    • Initial Complaint

      Date:03/12/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Placed an online order that was delivered on 2/28. Went and did a return in store on 3/5. Was told should see the money with 5 business days back in account. Called customer service because refund still hasn't been received and now being told I have to wait a other 5 days. My bank also has nothing from them pending.

      Business Response

      Date: 03/13/2024

      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, March 13th 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

    • Initial Complaint

      Date:03/09/2024

      Type:Product Issues
      Status:
      Answered
      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.
      This company changed their return policy as of 1/1/24 but it was not listed anywhere on the online order and the shoes are not made right and cannot be put on any feet. I just want a refund for their faulty product.

      Business Response

      Date: 03/11/2024

      To Whom It May Concern,

      Thank you for sharing this customer's concern
      with us. We reached out to this customer on Monday,March 11th and have 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

    Express is NOT a BBB Accredited Business.

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