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.

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

Initial Complaint
Date:03/09/2024
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.
Ive been an Express card holder for 15 years, having started my career with Express and have been a loyal customer for these 15 years.

On Jan 30, 2024 I ordered several options of jeans and tops as I have many times in the past, many in a few sizes as their sizes can oftentimes can fluxuate. I went to return several of the items today, March 9th to my local store as I've done many times before. I wandered the store, finding several items that I liked much better and hoped to shop for them after making my return.

At the counter, the associate was unable to find my account based on my cell number, order number, email account etc. After her sales lead approached, i was informed it couldnt be found because I was outside the return window. I learned that as of Jan 1, the return policy had significantly changed from 60 days to 30 days.

With having items that I cannot wear, I asked for store credit instead, as I would find items that worked. I was told they were unable to provide that and asked me to call customer service. The customer service representative and supervisor provided no remedies.

I understand that the policy has changed, I understand that I am liable for this purchase.
I only hoped there might be some remedy as they transition from a very very longstanding policy to the new policy. I have been a customer for 15+ years and a proud supporter of this brand, and I would at least appreciate a one time store credit option to remedy this situation. Otherwise, I plan to cancel my credit card and take my business elsewhere.
Business Response
Date: 03/12/2024
To Whom It May Concern,

Thank you for sharing this customer's concerns
with us. We have reached out to the customer via email on Monday, March 11th 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: 03/23/2024
I accept the business's response to resolve this complaint.
Initial Complaint
Date:03/03/2024
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 the Express.com app. One of the items in the order was a part of shoes for $54.99. The order was placed on January 26, 2024, Order #****************. The shoes looked nothing like they looked online, so I printed a return label directly from the app, and returned them via UPS within 3 days of receiving them. Several weeks later, I received the shoes in the mail with a printed note from Express saying that I had to return them at a physical store. I drove to the store in Brandon, FL to return them per those instructions. The sales reps at the store said I couldn’t return them because they were outside the return window (which wasn’t my fault). I pointed this out, so the rep called Express’s customer service line - the customer service rep told me I couldn’t return them because they were sold by a third-party vendor. So I just left the hideous shoes with the sales rep at the store.

Later the same evening, I got online with Express Customer Service to advise them of how their return process was working. The rep told me I was supposed to return “Express marketplace” items directly with the vendor. There is nothing on the Express app that explains this, up to and including the printed UPS return label and packing slip that their app generates. This seems like at best, an incompetent oversight, and at worst, a fraudulent business practice. Either way, I’d like my money back for the shoes. Thank you.
Business Response
Date: 03/05/2024
To Whom It May Concern,

Thank you for sharing this customer's concerns
with us. We were able to speak with the customer on Tuesday, March 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: 03/06/2024
I accept the business's response to resolve this complaint.
Initial Complaint
Date:03/02/2024
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.
On Jan. 9 2024 I received an email invitation to shop at Express.com's sale. On Jan. 12 2024 I made a purchase with Express.com for nearly $400. I shop at the store every few months and I always make a note of the 60 day return window.

When I attempted to initiate a return on Mar. 1 2024, it says my items were not returnable. Upon contacting customer service, I was told that the return policy had changed to 30 days beginning on Jan. 1. I was then given a number for the Customer Store Experience team, who I was told would be able to help us resolve this matter.

****** at the customer experience team told me he would not help me. I agreed to return the items to a store to receive a refund or to compromise on store credit and he refused both. I also acknowledged that although I had been informed of the return policy change only the day before, I would happily honor it in the future. When I asked to speak to someone else or to receive his last name or an employee ID number for my records, he refused.

I received no notice of the return policy changing even though I have been a consistent store customer since 2001 and am currently an "A-List" status customer. There was no mention of this policy change in the sale invitation Express sent to my personal email address.

Without resolution, I will no longer spend the estimated hundreds to thousands of dollars a year at Express or Limited Brands. I will also no longer encourage my online following of nearly 40 thousand to shop there as I have in the past (see my online stories entitled "Express is back, y'all!" for reference). I cannot ethically encourage others to shop at Express if this is the customer service experience for an "A List" status customer, a designation for the most loyal of customers.
Business Response
Date: 03/05/2024
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 5th 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: 03/13/2024
I accept the business's response to resolve this complaint.
Initial Complaint
Date:03/01/2024
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.
There was a fraud order placed on my account. I called IMMEDIATELY (within 10 minutes) and they told me there was nothing they could do, they were still going to ship the order and I should just dispute with my credit card. Unbelievable! Hope they enjoyed losing $800 in pants to some loser in Alabama.

Then, a month later, I try to place a legitimate order on my account. My account is still blocked! Tried to contact them via both chat and phone, nobody seemed competent enough to resolve the issue in their customer service department. I told them exactly what the issue was and all they could offer me was to use a different browser or have them place the order over the phone. Incredible incompetence. Guess I'm never ordering from Express again, even though I want to?
Business Response
Date: 03/04/2024
To Whom It May Concern,

Thank you for sharing this customer's concern
with us. We attempted to reach out to this customer on Monday, March 4th and unfortunately we were unable to speak with him directly. We have, however, followed up with an email 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
Initial Complaint
Date:02/19/2024
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 purchased a pair of shoes from express online order. I received them
And the item was used I provided pictures of the item and was told I needed to ship
It back. I inquired about how long it would take to get another pair and was frustrated about the issue. I called again and was given a softener resolution. I feel as though I was discriminated against. And this is completely unfair.
Business Response
Date: 02/22/2024
To Whom It May Concern,

Thank you for sharing this customer's concerns
with us. We were able to speak with the customer on Thurssday, February 22ns 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: 02/28/2024
I received the shoes and they are not defective but it should have come to this I am greatly disappoint in express and how they handle returns and customers
Business Response
Date: 02/29/2024
To Whom It May Concern,

Thank you for sharing this customer's additional concerns with us. We spoke with the customer on Thursday, February 22nd 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: 03/06/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21316363
I am having additional issues with ordering another item
I am rejecting this response because:

Regards,

Brookelynne ********
Customer Answer
Date: 03/17/2024
I have just received an email from express and have responded to them I order the resolve the matter. I am awaiting a follow up

Business Response
Date: 03/19/2024
To Whom It May Concern,

Thank you for sharing this customer's
concerns with us. On Monday, March 18th, we had the opportunity to
communicate with the customer and address and resolve her concerns. If there
are any further questions or concerns regarding this matter, please do not
hesitate to contact us.

Sincerely,
EXPRESS Customer Relations
Customer Answer
Date: 02/21/2025
Problem:
My account was compromised in December *******. Someone used my account to order shoes and and I had to call in and close it. I was told to change my password. I also lost a reward but today I decided to order two items. My account was restricted by the fraud department and it took me an hour. To call and get it removed so an order could be placed.
Business Response
Date: 03/05/2025
Dear BBB,

Thank you for sharing this customer's feedback with us. We strive to provide fair and consistent care for each of our customers. This care is aligned with our values and policies. We noted the customer's dissatisfaction with our services. We will use their feedback to improve our care and service in the future.

Sincerely,
Express Customer Experience

Customer Answer
Date: 03/06/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21316363

I am rejecting this response because: I could not place my order for almost an hour

Regards,

Brookelynne ********
Initial Complaint
Date:02/19/2024
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 purchased an item from the marketplace section of express. Which are clothes sold on express.com, shipped with updates sent through express and all found in your express account. When I needed to make a return they refused to help me, insisting I contact the company that sells the item even though I never had ANY communication with this company because express is the one that sells these items. I was told I would have to pay for shipping and initiate the return myself even though express is the one that initiated and received my order. The marketplace company refused to answer emails and express refused to do anything even though they are selling this item on their site. They even originally told me I could return at their store, gave me a barcode and everything and the customer service at the store REFUSED to take it or help me
Business Response
Date: 02/21/2024
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, February 21st 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:02/16/2024
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.
Credits are not being issued to my Express credit card for returns I have made in the store and have receipts showing the items returned and the amount I am due. I have called their customer service line 5 X and I keep being told they are working on it but never call me back or issue the credits. I have 2 claim #'s that I was given for the missing credits - they are #******** and #********. The first claim number was from Jan 10, 2024 and the second claim number was from Feb 7, 2024. I was told both times I would have a resolution within 3 days from those dates, and I have not received any updates or credits issued.
Business Response
Date: 02/22/2024
To Whom It May Concern,

Thank you for sharing this customer's concern
with us. We attempted to reach out to this customer on Thursday, February 22nd 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: 02/23/2024
Still working on the issue
Business Response
Date: 02/27/2024
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, February 27th 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: 02/28/2024
I accept the business's response to resolve this complaint. Express rep was very professional and handled the matter very well. Thank you for your assistance.
Initial Complaint
Date:02/15/2024
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 had purchased a merchandize on 2/4/24 that was for amount 107.95 and was paid by by credit card and on their site it also used my points for the same purchase in the amount of 112.06 which was charged as points of 14007 on my card . On their site it shows 2 amounts as I have taken a copy and I called their customer service to dispute and clarify. The chat representative advised me to call the customer service and I spoke to an agent who could not help and then transferred me to the supervisor who stated yes she could see both charges but could not do anything . She also had no explanation of why the other charge of 112.06 was listed which was used to charge my points on credit card. She said she could not do anything . Later on I logged again a day later to find out that they forged the number now and changed it to represent the same amount as 107.95 on both places. SO after I complained to them they went ahead and changed the numbers on the order to serve their purpose. They have doctored and changed the numbers so now if I call and contest they don't have to worry about this. Their management need to know of these things and changing records is fraud. They were not only incompetent but also forged documents on their site. They double charged me through their online site and have no explanation of it.
Luckily I had taken a snip of it before they changed numbers.
Business Response
Date: 02/21/2024
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, February 21st 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: 02/23/2024
They are not taking any ownership of changing records . They changed records but never refunded the extra points they used along with the real payment through credit card . They have no explanation of why they have different numbers and charges?

Customer Answer
Date: 02/26/2024
clearly there was a fraud as attached documents show. It is another story that they are unwilling to accept their responsibility as it was through their website. Chase has already looked into it and changed my card and disconnected my card from both Express and paypal . It is sad that their customer service changed the records to match the numbers to try to cover up after I spoke to them about my concerns and wanted their help. The records of transactions are documented by both paypal and chase. I don't need to work with them anymore. It took many hours of my time and caused me a lot of aggravation. I don't think any one should be doing business with them. Sadly they do not value their customers .

a
Business Response
Date: 02/27/2024
To Whom It May Concern,

Thank you for sharing this customer's additional concerns with us. We have spoken with the customer on February 12th as well as February 23rd. On both occasions we explained to the customer the only charge for this order was in the amount of $107.95 on 2/5/2024 on her Paypal. We advised her on both calls if there are additional charges showing to dispute them as fraudulent with her bank. 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:02/08/2024
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.
For the last 3 months, I have been receiving emails from Express daily. Every email I click the unsubscribe link and I get a page telling me that I have been successfully unsubscribed. I have done this 20+ with each email I’ve gotten over the last month - Yet, the emails still come. This seems fraudulent and unethical. I don’t want their services.

There is an entire Reddit Page with many users devoted to this issue: the post is almost a year old and apparently the only way to resolve this is to call and speak with someone - and not even that is a guarantee.

Stuff like this costs trust when I give a company my information and then it is used against me and constantly being harassed by email spam.

Resolution: fix your unsubscribe service and follow data laws. Remove me from your emailing services - I don’t want your business moving forward.

Thank you,

******
Business Response
Date: 02/09/2024
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We emailed the customer today, Friday, February 9th 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: 02/12/2024
express emailed saying they were closing my account and putting a stop to my emails, that is a good first step. But there is a bigger issue at hand
I specifically wanted information about their “unsubscribe here” service at the bottom of their emails getting fixed so paying customers don’t have to call the business and use their valuable time to get their personal information handled appropriately.
I would like to be able to notify my community of the company’s timeline for resolving this very basic issue.

Business Response
Date: 02/14/2024
To Whom It May Concern,

Thank you for sharing this customer's additional concerns with us. We have contacted the customer via email today, Wednesday, February 14th to to continue 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
Initial Complaint
Date:02/05/2024
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.
Dear Customer Service Representative,

As a valued customer of Express, I would like to share a complaint in terms of the return policy.
On January 1, 2024, I made an online purchase of $323.38 (Order # EXPR************), however not all the items properly fitted me. Due a death in the family, I was available to return the items in a timely manner.
On February 5, 2024, during the attempt to return the unwanted items, I was informed by the store assistant that the return due date was past due, therefore the return could not be processed.
Unfortunately, the store has a new return policy that I was not aware of it. Considering the confusion of the new return policy and the personal issues that happened during the last weeks of January, I would like to request an exception to proceed with the return of the unwanted items (not all the items).
If you need further information, please do not hesitate to contact me.
Thank you for your assistance and consideration on this matter.

Kind regards,
***** ******
Business Response
Date: 02/08/2024
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 Thursday, February 8th 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: 02/11/2024
I accept the business's response to resolve this complaint.

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Express is NOT a BBB Accredited Business.