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

  1500 Polaris Pkwy Columbus, OH 43240-2126

• 

  Express

  4074 New Bond St Columbus, OH 43219-6124

• 

  Express

  Newport Center Mall Jersey City, NJ 07310

• 

  Express

  4802 Valley View Blvd NW Roanoke, VA 24012

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:12/13/2023

  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 placed an order on 12/10/23 and paid extra overnight shipping for a dress I needed for a work event. My dress did not arrive in Tuesday 12/12/23 as it displayed during checkout. I contacted customer service and had an online chat and requested a refund of the overnight shipping but they refused!!! I had to get off work early and drive an hour to go try to find another dress when I realized it didn’t ship. They literally left me with no dress!! asked to cancel the order and they would not so I asked to refund the overnight shipping and they refused! they caused me so much stress and refuse to make it right!!

  Business Response

  Date: 12/13/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns
  with us. We were able to reach out via email on Wednesday, December 13th to reach 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: 12/15/2023

  : I never received an email from express to resolve this issue. 
  

  Business Response

  Date: 12/18/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns with us. We were able to reach out via email on Wednesday, December 13th and Monday, December 18th to reach 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:12/13/2023

  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.

  Made purchase on 12/2 or 12/3
  • Was never provided receipt for transaction
  • Called customer service 12/5 to request receipt
  • Was informed two items were cancelled on order
  • Was told remaining items will be shipped and refund will process when items ship
  • Waited one week and called back on 12/12
  • Customer service informed me my whole order was cancelled due to payment method not being valid
  • I explained that is not possible, and that I was charged
  • Customer service informed me at first that it was because I owed $16 on my order, but would not tell me why
  • Also provided wrong CC details
  • Asked to speak to manager to get clarity on situation
  • Management informed me my whole order was cancelled but did not provide explanation why
  • When I asked for a refund I was told there would be one in 3-5 business days
  • At which point I contacted my bank and they said there was never a charge from Express
  • I then called back and asked why management lied, and informed them they never even attempted to charge me, yet alone reach out
  • Without my calling I would not have any proof a purchase was made
  • When I was upset at this point I asked to just cancel my account as I would NEVER be shopping there again
  • I was then threatened by customer service that if I cancelled they would withhold my money
  • My bank informed me that is not legal, and is a false threat
  • Express is stealing from customers and threatening them with withholding their funds permanently if they want to cancel their account due to bad business practices

  Business Response

  Date: 12/14/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern
  with us. We attempted to reach out to her on Thursday, December 14th 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:12/12/2023

  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 11/16/2023 at 2153 I placed an order on the store website for 7 items. I paid for overnight shipment to receive the order sooner. UPS marked the order delivered on 11/20/2023 at 1600 stating they left the package at the front door.
  The apartment property I live in has a designated package delivery room. I went there looking for the package, but no package was delivered for me. I contacted UPS first and informed them the door of the place they mark delivered to is not my apartment. I filed a claim and my claim was denied stating it was marked delivered. I was not contacted to further explain the picture of where they claim they deliver the package to is not my house, they simply closed the case without contacting me.
  I then contacted EXPRESS multiple times to try and find a solution to the problem. The first time I was told they had submitted the request to send a replacement. package, a week and a half went by and I had not received confirmation the order was being shipped. I contacted EXPRESS again, and they had me redo the process of filing a lost package, they submitted a request to send replacement and was told express was not taking responsibility for the lost package, that. I would have to talk to EXPRESS CREDIT CARD provider, which is what I paid with, to file a claim see if they would reimburse the money. I explained why do I have to have the credit card company reimburse the money if EXPRESS and UPS are the ones who lost the package. I asked to communicate with a manager and was told no one is available but they can submit a request to have a manager to contact me later. I was never contacted or told any updates.
  order number: ****************
  
  I attached pictures of EXPRESS representative stating she was told EXPRESS will not take the fault for the lost package.
  
  UPS claims they left the package on a front door but on their proof of delivery the package is not on a door is on another object.

  Business Response

  Date: 12/14/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern
  with us. We attempted to reach out to him on Thursday, December 14th 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 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: 12/21/2023

  only has tried to get in contact with me unfortunately the times she has called I’ve been at work. I tried calling back the number she provided in a voicemail but every time I call, one of the representatives tells me they have no way of transferring a call but they can submit a request for a manager to call. I prefer to communicate via email or through BBB. Thank you

  Business Response

  Date: 12/21/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's additional concerns with us. We spoke with the customer on  Thursday, December 21st and are currently 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: 12/21/2023

  I spoke with ***** from the corporate office, she was kind and able to assist me with sending the order. I truly appreciate her taking the time to look into this matter. I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:12/10/2023

  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.

  Purchased items online. Called to exchange, online customer service stated I needed to go in store to do so. Went to a location, the sales associated tried to process the exchange and the online system went down. After attempting to charge my credit card several times, with several cards they asked for me to buy a gift card and try this method. This also did not work. 45 minutes later the store Manager ***** at the Somerset Collection Troy, MI said he would call me once the exchange was completed. 25 mins later he called stating the exchanged was completed and an email was sent.
  3 days later I received an email stating that item was cancelled. I called the number, the online associated said she can place the order again, but the gift card used was no longer in my possession seeing how ***** kept the card. She didn't know what to do. I called the store, ***** was not working and no one else knew what to do.....I have to wait for *****.
  Meanwhile, I was trying to place another order for my son's Christmas gift, they website kept stating error. I called. 58 mins on the phone and the online associated could not honor the 60% off clearance one day only 6-12pm promotion.
  This has been the most agonizing experience and the most amount of work I have ever done to purchase something. It is ridiculous. Does your company NOT need money or customers?? I would move on and NEVER return, however; my son's Christmas list is your store. And you have my money for a Sweater I am never going to receive.
  Once logging into my online account, I have also realized another name and address in the orders section, when I called to ask to speak to a fraud department, they said they are not free call another time. THIS IS CRAZY!!!!

  Business Response

  Date: 12/12/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns
  with us. We were able to establish email correspondence with the customer on Monday, December 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: 12/29/2023

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

• Initial Complaint

  Date:12/04/2023

  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.

  I purchased two items online from this business. I paid for overnight shipping at a cost of $21. The package arrived the following day with the wrong item. I called to rectify and was told I needed to ship the wrong item back to get my monies back. Asked for a call tag so I would not need to go out to UPS on the other side of town during busy holiday season. They refused. I was told it would not cost me to send back. It did, $6.99 plus $3.12 for printing label. The package was sent back on the same day. Unfortunately not only did I not have my items; had to drive out, wait in lines, pay for their mistake BUT I have not seen my full refund yet! I need to wait the full 8-10 days. One item was refunded today for 49$ but the other has not. When mentioning to them they stated that I will only get another $49 for the other item when in fact it was $70. They did give me the $21 for the overnight but never mentioned the $6.99 + $3.13. At this point I just want my $70 added back to my bank account. I messaged back and forth with someone and I never received an apology just reasonings on to why I need to wait to get my refund. I did my part to fix their screw up but now I am waiting for my funds to be returned to my account. Not sure if and when they will at this point!

  Business Response

  Date: 12/05/2023

  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, December 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.
  
  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

  Business Response

  Date: 12/05/2023

  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, December 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.
  
  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: 12/05/2023

  The lack of regard in understanding my position to fix their mistake goes beyond the refund I received 10 days later. I had to take time out of my already busy day to drive across town (gas monies), go out to find a new dress for event (time I lost) and not to mention my seamstress who opened her schedule for me to alter the dress had to be canceled. I manage my purchases by being careful to wait for returns to process before obtaining other transactions on my credit card. I understand that mistakes happen but the people I have spoke with at Express did not seem to want to offer any sympathy or compensation for my situation. In fact, the gentleman on the phone was pretty much “matter of fact” when explaining to me that I must return their sweater dress asap to get a refund. He also told me that there would be no charge. I understand that the $3.18 is minuscule but add that to the above is enough to ruin anyone’s day. Please put yourself in my shoes. Anyway you look at it, refund my or not..I was in the hole time and monies. 
  
  

• Initial Complaint

  Date:12/03/2023

  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.

  Good afternoon,
  
  I made a purchase of $142.27 with order number ****************. I returned all of the items on 11/8/2023 as some of them were defective, and I was promised a full refund including shipping. I have been waiting for the refund since then which is now a full month.
  
  I have been constantly calling and chatting in with Express to no avail. I do not have the time to continue calling in daily dealing with this stressful situation. I was only refunded $80.22, and I am missing $62.05 in refunds which is one refund of $40.66 and another of $21.39.
  
  Please correct this as soon as possible, or I will have to contact consumer news.

  Business Response

  Date: 12/08/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns with us. We were able to speak with the customer on Wednesday, December 6th, 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

  Business Response

  Date: 12/08/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns with us. We were able to speak with the customer on Wednesday, December 6th, 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

  Business Response

  Date: 12/08/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns with us. We were able to speak with the customer on Wednesday, December 6th, 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:12/01/2023

  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.

  I was awarded a $40 certificate in express cash for my birthday. My grandmother fell ill with breast cancer and I couldn’t use it during that time as I was dealing with the grief of her health. I reached out to customer service chat to request reinstatement with no response indicating what could be done to remedy this. This is why I am here. I would like my $40 express cash reinstated.

  Business Response

  Date: 12/05/2023

  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, December 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

• Initial Complaint

  Date:11/27/2023

  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 am writing to file a formal complaint against Express regarding ongoing issues with my online account that have yet to be resolved despite multiple attempts to seek assistance through their customer service channels.
  
  On several occasions, I have contacted Express' customer service to address a problem with my login email address. Despite updating my email through their customer service several months ago, the new email is not recognized when attempting to log in. Consequently, I am forced to use my old email, which I no longer have access to, to access my account, leading to significant inconveniences.
  
  Furthermore, none of my recent orders are displayed in my account, preventing me from tracking their status and earning points/rewards associated with these purchases. This has become a persistent and frustrating issue that has not been rectified despite my best efforts to seek assistance through Express customer service.
  
  In my most recent contact with Express customer service via their chat feature on Saturday, November 25, 2023, I was informed that my points could not be added because I should have been logged in during my purchases. However, I would like to emphasize that I was logged in for every transaction, and the issue lies within the Express system rather than on my end.
  
  These persistent problems have caused me great frustration and inconvenience due to the inability to track orders and earn rewards on my purchases. Despite multiple attempts to resolve these issues, Express has failed to provide a satisfactory resolution, leaving me with no choice but to escalate this matter to the Better Business Bureau for intervention.

  Business Response

  Date: 11/28/2023

  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, November 28th 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:11/27/2023

  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.

  I returned my order in full, i reached out several times because i am out 8.43, which is nothing, but it is the principal. I had missing items, 4 different supervisors told me it was being refunded for months now and it hasn't been. Just terrible and all the wasted time on this! AWFUL
  
  case number ******** return shipping & ********

  Business Response

  Date: 11/29/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns
  with us. We were able to speak with the customer on Wednesday, November 29th 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: 11/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20920791
  
  
  
  I am rejecting this response because: 
  
  we have not resolved this yet.

  
  
  Regards,
  
  
  
  ***** *****

  Customer Answer

  Date: 12/07/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20920791
  
  
  
  I am rejecting this response because: 
  
  I sent an email yesterday explaining the amount i am missing, STILL no refund or response.

  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 12/11/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's additional concerns
  with us. We received the requested information from the customer 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 RelationsTo Whom It May Concern,
  

• Initial Complaint

  Date:11/27/2023

  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.

  I mailed my return back **************** on October 27th and still have not been refunded. I have contacted express multiple times and they have said this is my fault when i used their shipping label through UPS. I have been waiting for over a month for my refund and need my refund asap.

  Business Response

  Date: 11/29/2023

  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, November 29th 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: 07/08/2024

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

  
  

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB ****************** Services. We appreciate the patience and understanding of the parties.

  
  

  Complaint Type: Refund / Exchange Issues
  

  
  Problem:
  I returned EXPR1681660766CT via the mail on june 15- way before the 30 day return limit. For some reason the package was returned to me and now im unable to generate a new return label to send the items back as it is past the return limit even though i sent the items back already. Customer service was not helpful in generating a new label- i would like a new label so i can get my full refund.
  
  Desired Resolution / Outcome
  Refund
  
  
  

  
  

  Business Response

  Date: 07/09/2024

  Dear BBB,
  

  Thank you for sharing this customer's concern with us. We have successfully communicated with the customer on July 8th and reached a resolution. 
  

  If you have any further questions or concerns regarding this matter, please feel free to contact us. 
  
  Sincerely,

  EXPRESS Customer Experience