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.
107 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:01/05/2024
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.
I returned items to Express in person at my local store on 11/20. I received a receipt confirming a credit was issued to my credit card, which happens to be the store's revolving credit account. I received my monthly credit card statement in December, which covered the date of the return, and the return credit was not posted to my account. The credit card company told me to contact Express directly as they had no record of the return/credit. I contacted Express on 12/15 at which time they verified my transaction using my receipt number and told me that they would be "manually" crediting my account. I followed up on 12/26 to find that my account was still not credited for the return. I called Express again at which time I was again told that they would escalate the issue, someone would follow-up with me via email and I would be receiving the refund credit. On 1/2, the credit still had not posted and no one at Express had contacted me via email. I called Express again and was told that the credit would hit my account by 1/5. I contacted my credit card company on 1/5 to find that the credit was still not posted to my account. I called Express' customer service again and was told that they needed to confirm with the credit card company that a credit had not already been given before they could issue the credit. I offered to stay on the phone and have a 3 way call with the credit card company to get the issue resolved but was told that was not possible. I have been yet again assured that the issue will be resolved as I have in each of my previous encounters. Each time I reach out, the customer service agent is able to see my previous calls but has no explanation as to why the previous customer service agents did not follow through and why my account has still not been credited.
Business Response
Date: 01/10/2024
To Whom It May Concern,

Thank you for sharing this customer's concerns
with us. We were able to speak with her on Wednesday, January 10th 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: 01/12/2024
Better Business Bureau:

I spioke to a representative of Express on 1/10 and was advised of their plan of acrion to resolve the issue. Have confirmed that Express has taken the appropriate measures to resolve my complaint and my account has been credited accordingly.
I appreciate BBB's assistance in getting Express to take action to resolve my issue.
Initial Complaint
Date:01/05/2024
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 placed an order with Express on 11/26/23. The order number is ****************. The total was $68.90. I used a $50 gift card to pay, and authorized Express to charge my bank account the other 18.90. Once the item shipped, I contacted Express because I saw I had been charged the full $68.90 out of my checking account. The person I spoke with said there was a "glitch" on their end, so the gift card wasn't used at all. They said not to worry because I would still have the amount on the gift card to use for a future purchase. I told them my family budgets, and I didn't budget for that purchase. I would have never made the purchase without having the gift card. They weren't really apologetic or had a good answer for me, except that I could return the purchase and then place a new order and they would honor the sale price. I also explained to them since I used the gift card, I threw it away because it had no balance on it. When they told me too bad, I contacted my bank. They said they could file a dispute for the charge and to file a complaint with the BBB. I didn't have them file a dispute because I just returned the merchandise. However, I have reached out to Express about me being out a $50 gift card and they said there is nothing they can do. The order email I got conveniently didn't show anything about HOW I paid, just that my order was made for the $68.90.
Business Response
Date: 01/10/2024
To Whom It May Concern,

Thank you for sharing this customer's concern
with us. We attempted to reach out to her on Wednesday, January 10th and unfortunately we were unable to speak with her directly. We have, however,
begun communicating via email in an attempt to resolve the issue.

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:01/01/2024
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.
Hello,
I purchased a number of items from Express.com as well as Express stores for the Christmas season. I went to return three of the items today. I had receipts for all items. One of the three items had been received a few days past the 60 day return window. I would have gladly taken a store credit and was accepting of the stipulation that I had to exchange it for something in the store on that day (as per their exchange policy). However, although I had a receipt, they would only credit me for a lower, more discounted price. How could they do this with a receipt? They said that the policy had just changed on the day I was making the return (1/1/24). Is there no protection for the consumer when stores impose such restrictive policies and refuse to refund the original sale price with a valid receipt?
Business Response
Date: 01/05/2024
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, January 5th to thank her for her feedback and answer her questions regarding our Return and Exchange Policy.
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:12/27/2023
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.
Date of Transaction: 10/20/23 02:35 EDT
Order Total: $665.54
Order #: *****************

I am filing this complaint today because of an online purchase made with the retailer "Express". This online purchase was dis-satisfactory and a return was started for the items in the order.
A return label was provided by Express, tracking number: ******************. I dropped off this return on 12/08/2023. It has been almost 3 weeks now and Express refuses to provide any assistance on the matter. Unbelievable the attitudes the customer service reps have on the phone, terrible company!
Business Response
Date: 01/02/2024
To Whom It May Concern,

Thank you for sharing this customer's concern
with us. We attempted to reach out to them on Tuesday, January 2nd and unfortunately we were unable to speak with them directly. We have, however,
begun communicating via email in an attempt to resolve the issue.

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: 01/02/2024
I gave a call back to Express at the number I was told to call in the voicemail left by ***** and they were still not able to provide a resolution for my case.

Business Response
Date: 01/17/2024
To Whom It May Concern,

Thank you for sharing this customer's additional concerns
with us. We have established email communication with this customer and have shared our resolution with him.
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: 01/23/2024
Express did not offer a solution. This complaint should be closed with a bad review for this company
Initial Complaint
Date:12/27/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 20, 2023, I placed an order. The following day, I received an email that the order has shipped. I check tracking, order was still at warehouse and not moved. On December 22, 2023, I check tracking again, order has not moved from warehouse. On December 23, 2023, I check tracking again, order has not moved still. I log into Express orders and cancel order. I have been emailing non stop for refund email, they proceed to tell me order is not cancelled and shipped out, because it shipped, order can not be cancelled. I check tracking again on December 24, 2023, order still NOT moved out of warehouse. I email customerservice@express again, asking for refund email, they proceed to tell me order was shipped. On December 25, 2023 I check tracking again, order still NOT shipped from warehouse. I email again, asking for refund email. On December 26, 2023 I email customer service, where they continuously tell me order shipped, no refund. On December 27, 2023, I email again, asking for refund email, because order was cancelled on December 23, 2023. When you log into Express it gives you an option to cancel order. The website needs to be audited. If you can not cancel order, the option should be removed. For this the full refund, including shipping, needs to be refunded.
Business Response
Date: 12/29/2023
To Whom It May
Concern,

Thank you for sharing this customer's concern
with us. We began email correspondence with her from our corporate team on
Tuesday, December 26th, prior to receipt on Thursday, December 28th
of the complaint to the Better Business Bureau in an attempt to find a
resolution. We also spoke with the customer on Thursday, December 28th after receiving the complaint from the Better Business Bureau.
This customer
placed an order through Express.com at 12:26 am Eastern Time on Thursday,
December 21st. This order was charged to the customer and provided
to USPS for shipping on Thursday, December 21st, who then delivered
the package to UPS on Tuesday, December 26th. As of today, Friday,
December 29th, the package has been handed off to USPS in Camas, WA
for delivery with an anticipated delivery of January 2nd.
The customer
states she logged on to her account to cancel the order. The screenshot
provided by the customer shows the screen accessed when a customer selects to
make a return of an order. The area circled by the customer states “Cancel
Return.” On our site we provide the following statement about canceling or
changing orders:
CHANGES TO YOUR
ORDER
Once your order has been placed there is an
extremely short window of time whereby we can make a change. Our goal is to
process your order as quickly and accurately as possible, therefore, we cannot
change or cancel an order once it has entered the shipping process. Should you
find that you need to cancel or make a change to your order, please call
1-888-EXP-1980 as soon as possible. Please see our return policy for additional
information.
By the point the
customer had contacted us via chat on Friday, December 22nd the order
was already in the hands of the carrier. We have advised her she is welcome to
return the product for a refund of the cost of the product once she has
received it to any of our retail stores or by mail for an additional fee.
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: 01/03/2024
I called Express on 12/22/23 and asked for the order to be
cancelled. They proceeded to tell me that the order cannot be cancelled because
the order has shipped. According to policy, they cannot cancel.
I asked them to provide me with the policy where it states
that, the guy I talked to who claimed to be a “supervisor” told me he is not
allowed to show me the policy. I asked him to connect me to the American side,
he also claimed, there is none, and therefore he can’t connect me.
The response claims: “This
order was charged to the customer and provided to USPS for shipping on
Thursday, December 21st, who then delivered the package to UPS on Tuesday,
December 26th. As of today, Friday, December 29th, the package has been handed
off to USPS in Camas, WA for delivery with an anticipated delivery of January
2nd.”
The shipping notification was only sent to me on 12/27/23.
Where it said the package was just picked up by UPS from the warehouse. This was
well after I requested a cancellation. On 12/29/23 it was handed over to USPS. The
response from Express is false.
When you call into 1.888.397.1980 you are subject to a
recorded call for “training purposes”. I spoke to ***** on a recorded line as
well, on December 28, 2023, at 11:23AM (PST) where she stated that she will
pull the recorded calls I had, to verify when I requested a cancellation.
I also logged into my account the following morning 12/22/23
and cancelled the order. If an order cannot be cancelled, that function is
misleading and needs to be disabled. There is no clarification in the policy when
a cancellation can be submitted by the customer.
When I spoke to ***** on the phone, she told me it states in
the policy, that a customer only has 20 minutes to cancel an order. This call
was also recorded for training purposes. The statement she made is also false
and misleading.
The return policy doesn’t have any clarification of when an
order can be cancelled. It only covers returns.
This is why the entire order, including shipping needs to be
credited.
Business Response
Date: 01/16/2024
To Whom It May Concern,

Thank you for sharing this customer's additional concerns
with us.The customer wrote to us on Thursday, January 4th and notified us she had not received the package although the tracking showed it has been delivered on Saturday, January 6th. We emailed her in response to confirm the package still had not been received on Wednesday, January 10th. The customer replied on the same day, confirming the package had not been received. At that point we noted the package as lost in shipment. We submitted a full reund and sent an email notiying the customer of this 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: 01/26/2024
Follow your own policy, it will go a long way in the future.
Again - maybe get together with marketing...

I accept the business's response to resolve this complaint.
Initial Complaint
Date:12/23/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After unsuccessfully attempting to purchase a pair of pants for the second time online, and then by telephone twice I was unable to complete a purchase. On 12/23/23 I again telephoned express. I was put onto the payment connection 4 times. I attempted to enter 2 different credit card numbers, which I properly entered. I could see the numbers and it would not accept the numbers. I attempted to say the numbers and it would not allow me to finish entering them. I spent over an hour attempting to complete a simple purchase. I was told by the representative they could not help be complete the purchase. The supervisor, *******, also could not help me. I was attempting to use a $10 credit. It appears the company is offering promotions, but attempting to avoid fulfilling them. I have been experiencing such problems with the company for the last couple of years. Offers have been made to rectify my account problems with no actual attempt to resolve them.
Business Response
Date: 12/27/2023
To Whom It May Concern,

Thank you for sharing this customer's concerns
with us. We were able to speak with the customer about this matter on Tuesday, December 26th 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:12/20/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for a shirt on December 7, 2023. I waited a considerable amount of time to receive my product. Then I called customer service. I was offered $10 of Express credit but I stated to the representative that I wanted my product. The agent reassured me that Express was waiting for Fedex to pick up the shipment. Therefore, I waited. Next, I contacted chat to determine if my product was shipped because I tracked my item and it stated that a label was created. As a result, an agent told me that I could have my product reshipped. This was on December 18th. On this day, I requested to have my product expedited. On December 19th, I received a message from UPS that stated, "Su paquete llegará mañana: or Your package will arrive tomorrow. Today is December 20th, and I received a message from UPS that stated, "Le comunicaremos una fecha de entrega actualizada cuando recibamos su FULFILLMENT CENTER paquete" or "We will inform you of an updated delivery date when we receive your FULFILLMENT CENTER package". I verified this information and I see that there is a label created but the package has not been sent. I want the delivery charges deducted from my Paypal account and a formal apology. I think it is inexcusable for a business to make customers wait several weeks for a package without a reasonable explanation. I have provided proof and submitted a screenshot of the amount I paid because it was difficult to copy and paste the amount. My order number is **********.
Business Response
Date: 12/22/2023
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 Friday, December 22nd 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: 12/27/2023
I accept the business's response to resolve this complaint.
Initial Complaint
Date:12/17/2023
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 ordered $520 worth of merchandise on 11/25/23. The order was for nine pieces of woman's clothing. I never received an email to confirm shipment and when I checked it had a tracking number but no delivery date. A week passed and I check again. The package said it had been delivered the previous day (12/5/23). At this point I asked my neighbors, tenants, and checked my ring doorbell and no UPS package was ever delivered. I contacted Express immediately and they told me nothing could be done, I asked to speak to a supervisor and was told a supervisor would tell me the same thing. They would not even offer me a refund or an attempted reshipment. I contacted UPS and filed a claim for a lost package. I once again contacted Express and spoke to a man that said my package would be delivered as soon as I dealt with UPS. The UPS claimed stated that my package could not be found and to contact the retailer for further information. I then called Express for a third time. I spoke to a person who would not give me an answer as to what had happened prior and the guarantee that my package would be shipped with expedited shipping to have it in time for Christmas. The woman refused to contact her supervisor and then finally said she would process a reshipment. I was given a reference number and told it could take 5-7 business days to process and get a response. I have now contacted them again because that time has passed and was told that I was not getting a response until 12/19. I was finally transferred to a supervisor named **** who told me they would rush a claim as to whether or not my package would ever be shipped. In all this time has no one asked if I wanted a refund, or offered to actually resolve my problem. It is now 8 days until Christmas and many of my gifts are in limbo with no one giving me a clear answer as to what is happening. I have been guaranteed several times that my stuff would arrive in time and now I was told it most likely would not be.
Business Response
Date: 12/27/2023
To Whom It May Concern,

Thank you for sharing this customer's concern
with us. We attempted to reach out to her customer on Wednesday, December 27th 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:12/17/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on 12/14/2023 for a pair of pants and a dress shirt. Four days had passed and the shirt still hadn't shipped out so I reached out to a person, *****, on the Express chat window. He informed me that the shirt had been canceled even though they didn't notify me. It was part of a Christmas present and now I would have to pay for express shipping in order to receive a replacement shirt in time even though I didn't do anything wrong as a customer. A company shouldn't be allowed to sell you an item they no longer have and then expect you to pay shipping again to order a replacement item.
Business Response
Date: 12/22/2023
To Whom It May Concern,

Thank you for sharing this customer's concern
with us. We attempted to reach out to her on Friday, December 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 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: 01/04/2024
I accept the business's response to resolve this complaint.
Initial Complaint
Date:12/16/2023
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.
My credit card was charged for $140.61 for a express order I did not place. When I received a email that a express order was placed I emailed express customer service with no response. Upon review of my bank account, a online express purchased was made by someone named **** and residing in OH. I do not reside in OH. My name is not ****. I spoke to a customer service representative and supervisor who refused from refunding the transaction to my bank card. During the phone encounter, the staff kept calling me **** when my name is not ****. When I explained that this fraudulent error is not my fault but rather due to their unsecure website, they continued to refuse to refund the amount.
Business Response
Date: 12/22/2023
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We attempted to reach out to the customer on Friday, December 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: 12/28/2023
I was able to speak to a representative on 12/27 around 15:00 who was insensitive and clearly lacked deescalation training. My purpose in sharing my concerns regarding this situation was there I feel there was a breech in express.com, the express insider online account as my name is not ***** nor do I reside in Ohio where this purchase was supposed to be shipped to. This purchase was made utilizing the express insider login which had saved credit card information. When I was able to speak to a representative she proceeded to ask me inappropriate questions like if I reached out to my bank and reported the fraudulent activity. She also asked if other fraudulent purchases were made on the card. My other source of frustration was when I initially called Express customer service, the representative kept calling me ***** which is not the name on express insider login account and would not provide me with a refund, but insisted I reach out to my bank. This activity I felt was a compromise on the Express website which express failed to recognize,take responsibility for, or handle in a professional and courteous way. When I asked why Express wanted to speak to me if her only inquiry wasif I reached out to my bank, she was unable to provide a response.

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Express is NOT a BBB Accredited Business.