Complaints

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

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• 

  Express

  1 Express Dr Columbus, OH 43230-1496

• 

  Express

  4230 The Strand Columbus, OH 43219-6187

• 

  Express

  9745 Carousel Center Drive Syracuse, NY 13290

• 

  Express Stores

  130 Fifth Avenue New York, NY 10003

• 

  Express

  3939 W. Ridge Rd. Suite D1 Erie, PA 16506

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:02/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with the customer service provided by Express. Despite receiving assurances that the loyalty points owed to me would be reinstated, I have yet to see this promise fulfilled, leading to significant frustration and disappointment.
  
  As a loyal customer, I have spent considerable amounts annually at Express. However, my recent experience has been severely affected by multiple issues, including problems with email marketing and loyalty point accrual.
  
  Initially, I encountered difficulties with unsubscribing from Express's email marketing, despite multiple attempts to opt out. This issue was resolved in July 2022, after repeated communications with customer service representatives via email.
  
  More concerning, however, is the mishandling of my loyalty account. In December of 2023, I was informed that my account **************@gmail.com had been erroneously flagged as deleted since July 28, 2022. This error was only discovered after I noticed that purchases made from July 2022 to November 2023, totaling $916.03, did not accrue any loyalty points. Despite continuing to patronize Express during this period, my loyalty was not recognized due to this mistake.
  
  Following advice from your customer service in December 2023, I created a new account ********@fastmail.com in an attempt to resolve this issue. Regrettably, the promised reinstatement of my loyalty points has not occurred, despite assurances from your representatives, most recently from ******* on December 10, 2023, and **** on December 28, 2023.
  
  This letter serves as a formal request for the fair reinstatement of all my loyalty points that were not credited to my account due to this oversight. I have attached detailed information regarding the orders placed during the affected period for your reference.
  
  I hope for a prompt and satisfactory resolution to this matter, demonstrating the value Express places on its customers and their loyalty.

  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: 02/09/2024

  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.  I appreciate you providing the appropriate channel and solution avenue for when problems like these arise.
  
  
  Thank you,
  
  
  ***** ********

• Initial Complaint

  Date:01/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December of 2023 I had eight fraud charges via express.com. I called Express immediately to let them know I did not make those charges and to please cancel ASAP and to send me a link to change my password. I spoke to multiple reps who assure me that they were flagged as fraud on their end and that I needed to talk with my bank. Additionally, I let them know that I never OK'd saving my credit card information on the app (there's a button where you can click "save to account" and I unclicked that) but it still saved my credit card information which I didn't realize. Their response was "our system may have had a glitch" and they also told me the couldn't reset my password. 6 of the 8 charges dropped and Express re-billed for $168.76 and $64.00 that posted on my account on 1/26/2024 from transactions dates of 12/16/2023 and 12/18/2023. My bank told me I had to call them and request a transaction history using said credit card to prove that I did not make those charges. I called Express and was passed around multiple departments who then told me I needed to email. Then I emailed and the email is telling me to call them. I've had almost 10 reps tell me they do not see said charges but cannot provide written confirmations. My bank is telling me I'll be responsible for the charges if Express does not provide the information requested and Express customer service/managers keep passing me to other people and everyone is claiming they cannot help and cannot provide said information. I have recordings of multiple phone calls of Express reps saying they did not charge my card the amount I said but it's on my statement and they also verbally confirmed they do not see it on my account but my bank needs written proof.

  Business Response

  Date: 01/31/2024

  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 Wednesday, January 31st 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: 01/31/2024

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

• Initial Complaint

  Date:01/28/2024

  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.

  I was subscribed to their mailing list for years, but have attempted to unsubscribe multiple times in the past few weeks. I continue to receive marketing emails despite multiple “unsubscribe” confirmations. I know it can take a business a few days to remove customers from their mailing list but it has been over two weeks and I continue to receive them. I want to receive emails tracking my orders when I place them, but I do not want to receive multiple emails daily regarding promotions. I just want to be removed from their mailing list for marketing material.

  Business Response

  Date: 01/31/2024

  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 Wednesday, January 31st 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

• Initial Complaint

  Date:01/26/2024

  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.

  Greetings order number ********
  
  I made a purchase on 1/24/24 of 3 pairs of leather pants. One pair was to be delivered to Orland Park Ik and the other two were supposed to go to Oakbrook Il. I check my purchase the next day and see that items are being mailed instead. I call because the items were needed Saturday 1/27/24 and I was told by the customer service rep that the items would be delivered to Oakbrook. I go to Oakbrook 1/25/23 and there are two pairs of pants no black leather ones in the size 6, but I have been still charged for 3 pair of pants and online you guys still have them?

  Business Response

  Date: 01/31/2024

  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, January 31st 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: 02/01/2024

  I accept the business's response to resolve this complaint and will be in contact with them, 
  

• Initial Complaint

  Date:01/16/2024

  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 sent back 2 returns of clothing to Express Returns and they received it on December 29th and still have not processed it yet and now their credit card company has charged me a $30.00 late fee because of them. I paid the amount for the returns (6.99 each) that I sent back thinking that the amount of the returns would already be taken off. I called both the credit card company and redirected me to Express and they just wanted me to call the credit card company (********* Bank) and I told them I was not playing games of calling one, calling the other, calling the other again. They can pay the $30.00 late fee due to their poor business etiquette.

  Business Response

  Date: 01/17/2024

  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, January 17th 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:01/13/2024

  Type:Delivery 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 received my package yesterday (blue jeans). I was eagerly excited to open the package and show my husband my new jeans.
  
  As I opened up the package, I screamed bloody murder because 6 pieces of these theft devices flew out in front of me as I flung out my new jeans out of the bag. Those 6 pieces landed on the floor around, scaring me to (near) death (it felt that way). I screamed so loud and jumped so high and into my husband arms. My husband was literally not sure what had just flew out and landed on the floor (yes those things hit my tile concrete floor making “clang” sounds). He’s still trying to thought process what’s just happening. I’m screaming, right behind him now. As I finally calm down, he checks and figures out that it was 6 pieces of theft devices that came out of the bag.
  My heart was racing (like if I had just ran a mile at full speed).
  
  I write this complaint because I have an illness that does impact my feet. What worries me was that if I had stepped on one of those theft devices (which 3 of them did contain a needle) it could cause an infection on my foot (which would be hard to recover from due to disease).
  
  I also have little ones that roam my concrete floors. I am hopeful there were only 6 pieces of theft devices and not more. I’d hate for someone to get injured due to these devices. (We are more than positive it was just these 6).
  
  These what-ifs scare me mentally.
  
  Online shopping was so easy and convenient, but this experience startles me.

  Business Response

  Date: 01/17/2024

  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, January 17th 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: 01/18/2024

  Hello. I did call today and spoke with a gentleman. He tried his best to help, but I dont think he clearly understood my complaint about those devices in my package. He got confused and ended up re-ordering me a dress (that I already have and am returning), then he said he canceled the 2nd dress. He got mixed up on my complaint, how I am dissatisfied with the quality of online orders and the reasoning why i am returning this dress i just received (after the jeans and theft device issue). I stilll have to mail back dress 1 and am waiting to see if he truly canceled dress #2. I am hoping that 2nd dress isn't sent because it would be such a inconvenience to have to take back to the store to return.
  
  1. Made a big order
  2. Received order in seperate packages
  3. Received the blue jeans. This package contained theft devices (see my BBB complaint)
  4. Received calls/email from Express
  5. Returned callback. Spoke with man with language barrier. In the mix of me complaining he ordered me a dress that I already have and am trying to return. 

  Business Response

  Date: 01/22/2024

  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 Friday, January 19th 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:01/12/2024

  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’ve called them to reset my password. I have $40 of cash that I could use as of January 27 and I keep calling the one 800 number to reset my password and nobody could help me. How do you run a business I can’t change my password it won’t allow me it tells me to call the one 800 number and nobody could help me this is unacceptable

  Business Response

  Date: 01/17/2024

  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, January 17th 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

• Initial Complaint

  Date:01/11/2024

  Type:Delivery 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 placed an order on 18 DEC 2023, the total was over $400. I received only one of the packages. UPS tracking shows that on 23 Dec, the package was transferred to USPS. As of today USPS tracking shows they are still
  Awaiting the shipment. I chatted customer service on 28 DEC. I was advised I had to wait until 1 JAN then I could call back. I asked what my recourse would be and was not provided and answer. I called customer service on 2 JAN. I was advised I could cal back on 5 JAN to request a refund as the carrier had until that time to resolve the issue. I chatted customer service in on 5 JAN to request a refund. I was told I was unable to request a refund due to shilling having a status. I took screen shots of USPS and shared them. I requested to speak with a supervisor. I was told I would get a call. Y the end of the day. To date I have not received a call. I called customer support on 8 JAN. I was advised I would receive and email that day regarding my refund processing. I have yet to recieve an email. I have been extremely dissatisfied with this process and just want a refund. It is unacceptable to be charged for merchandise that is obviously lost in the shipping process. I should not have to experience this.

  Business Response

  Date: 01/17/2024

  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, January 17th 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:01/10/2024

  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 12-13-23, I placed order with Express. Order #: **************** | Order date: Dec 13, 2023. I then returned an item - Leather wallet and received confirmation from Express that it was received by them on 12-21-23. Express said I would get refund in 7 business days. After seven business days, NO refund as of 1-9-24. I have chatted with the company, called numerous times, emailed, AND wrote a letter to customer service. No refund. I tried to get PayPal involved (as this was what I used for purchase). PayPal does not deal with returned merchandise, so I am stuck.
  Additionally, I was given three different amounts from Express for said refund. Of course, I have received nothing. 12-13-23 Express emailed refund would be $16.33; 1-3-24 Express emailed refund would be $7.85; 1-3-24 Express emailed refund would be $8.48 ... all for the same item. Also, I paid $8.00 to get the items from Express. The returned item in question was returned in original packaging. Then, Express charged me an additional $6.99 just to return the item. So, I was charged $14.99 from Express for shipping and no merchandise. I am only seeking the $14.00 that I paid for the returned item that was sent back to Express unopened, unused, and returned in pristine condition. This company has been terrible to deal with. It may be a small dollar amount - to some - but the time I have taken to try to get this resolved in unacceptable. The last I heard from Express the company indicated the refund would minimal $ amount and I would need to wait over another 10 business days to try to get anything back. As a consumer, this is a big run around. Terrible customer service.

  Business Response

  Date: 01/17/2024

  To Whom It May Concern,
  
  Thank you for sharing this customer's additional concerns
  with us. We reviewed her case and sent an email to her on Wednesday, January 17th in which we have begun working towards a resolution and offered 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: 01/19/2024

  Express did credit my account $14.84 to Pay Pal. 

  Thank you - finally - to Express!!  It took a long time.

  MOST importantly THANK YOU to the Better Business Bureau for your help with this.

   The problem is NOW that I did not get a credit to my Pay Pal account for $14.84 (as of 1-19-24).

  Shouldn't my total Pay Pal amount reflect a credit of $14.84 in the total balance owed?

  Some Pay Pal documents suggest that the credit back to me is there, but it is NOT reflected in the total PayPal amount that I owe.

  Am I missing something?
  
  

  Business Response

  Date: 01/22/2024

  To Whom It May Concern,
  
  Thank you for sharing this customer's additional concerns with us. We notified the customer on January 17, 2024 a refund had been submitted to PayPal for the full amount requested and asked that she allow 7-10 business days for the funds to fully process back to her account.

  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: 01/24/2024

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

• Initial Complaint

  Date:01/07/2024

  Type:Sales and Advertising 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 signed up for emails from Express, Inc. to receive the advertised 25% off that was quoted. After not receiving an email with the promo code, I contacted Express on 1/4/24 via chat. I was told it was not a 25% coupon but a 20% coupon. To receive the 25% is given based on certain factors the agent wasn't aware of. I felt misled as the website stated, "Sign up for email & get 25% off your next purchase" which is what I did. The agent proceeded to say they would honor the 25% coupon and asked me to place the order which they would refund a portion after. I feel this is a false advertisement to all potential Express customers; if it is truly 20%, state it is 20%.
  
  The second issue revolves around not honoring the promotion of "Men's Shirts & Jeans Buy 1, Get 1 50% Off". The webpage doesn't state any stated limitations or expiration dates. The lack of explicit terms implies that the promotion is still valid. I shared the promotion with the chat agent who stated I would need to call Express for them to place the order to adjust for the 50% off on the second pair of jeans.
  
  On 1/5/24 at about 7:00 PM CT, I called Express to place my order and provided my case number. I was told by the new agent that they would honor the 25% off coupon but not the buy one get one 50% off promotion. The agent asked me to email them the screenshot of the Express webpage; it was emailed to customer service. The agent stated they could see my screenshot, but were not able to see it within their system. I asked if they tried the HTTP in the screenshot I provided and they said that while the page did exist they would not honor the promotion. I expressed my frustration at the lack of honesty and integrity Express, Inc. was displaying with the posted advertisement and the promotion.
  
  I have attached screenshots of both website pages along with the time stamp on the bottom clock to show it was active during the call with the agents.

  Business Response

  Date: 01/11/2024

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern
  with us. We attempted to reach out to her on Thursday, January 11th 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: 01/19/2024

  I accept the business's response to resolve this complaint that they will look into the issue.  As long as they fix the incorrect email signup coupon, I accept the resolution.