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

269 total complaints in the last 3 years.
106 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/06/2025
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.
Order was placed on Order #: EXPR1948816830CT | Order date: Apr 21, 2025. Shipped in 2 shipments. The first shipment was received. But the second order ( tracking #************) was delivered to the incorrect address and not received. I Contacted the shipping company (******) and filed a claim. The Claim was denied and ***** stated they needed a waiver letter/ email from Express stating that they would not request shipment refund if I ( customer) proceeded with the claim. ********************** has refused to provide me With the documentation as requesTed. After several attempts and speaking with a supervisor on several attempts and no effort has been made to resolve the issue. I am out of my money and without the product.
Business Response
Date: 05/12/2025
Dear BBB,

Thank you for contacting us. On May 10, 2025, our team communicated with the customer via email and phone to address the issue and provide a resolution. The customer acknowledged and this matter is now closed.
Please don't hesitate to contact us if you or the customer have any further questions or concerns.

Sincerely,
EXPRESS Customer Experience

Customer Answer
Date: 05/12/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

******** ********
Initial Complaint
Date:05/05/2025
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.
Order placed on 4/20/2025. Was delivered on 4/28. I did not receive the delivery as it went to the wrong address. I was unable to open a dispute with *** because there is a restriction from the sender. Express was unwilling to resend the items even though I have video proof that it was never delivered.
Business Response
Date: 05/07/2025
Dear BBB,

Thank you for bringing the customer's concerns to our attention. We have already reached out to the customer via email on May 6, 2025, with a resolution to address their concerns. However, we have not received a response from them yet. We kindly request the customer to respond to us at their earliest convenience so we can further assist them.

If you have any additional questions or concerns, please do not hesitate to contact us.

Sincerely,
EXPRESS Customer Experience
Initial Complaint
Date:04/29/2025
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.
I received a promotional code via email and contacted the customer service department because it was not working properly. The code was for free shipping. The customer service representative did not try to assist me in any way. I have been a customer for years, and the customer service has gone down. I asked that a call back be submitted so corporate would call me back to discuss my concerns. I do not feel that the customer service representative or supervisor wanted to assist me. I am asking for a call back from corporate to discuss my concern.
Business Response
Date: 05/05/2025
Dear BBB,

Thank you for sharing the customers' feedback with us.

We understand the customer's disappointment and have reached out directly to explain the terms and conditions of the free-shipping offer. The exclusions and detail are clearly outlined on our website. We understand that the customer is disappointed, and we apologize. However, our decision is final, and we cannot accommodate the customer's request.

Sincerely,
********************** Customer Experience
Customer Answer
Date: 05/05/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23264918

I am rejecting this response because: The corporate office has not reached out to me with a phone call as I have requested. I am extremely disappointed with the lack of care and concern from Express. To resolve this issue, I would like to speak with a member of management from Express Corporate office.

Regards,

******** *****
Initial Complaint
Date:04/24/2025
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 received two pairs of pants in the same size, same line that were ordered April 11. One fits, one is 3.5 inches too long. I was going to hem them, but on the pants that fit, the hem came loose after 1 wear. Im not hemming or repairing $80+ pants due to poor workmanship.But now I either have to pay them to return their defective products because they closed all their stores, even though their website had one listed not far from me or keep overpriced, garbage ************************** AWAY! DO NOT BUY FROM EXPRESS!
Business Response
Date: 04/28/2025
Dear BBB,

Thank you for contacting us. On April 25, 2025, our team communicated with the customer via email to address the issue and provide a resolution. The customer acknowledged and this matter is now closed.

Please don't hesitate to contact us if you or the customer have any further questions or concerns.

Sincerely,
EXPRESS Customer Experience
Customer Answer
Date: 04/28/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23244207

I am rejecting this response because:
the business has done the opposite of what they indicated. They indicated they would send a replacement of the defective pants and send a label for the pair that was too long.
Instead, they are resending the pair that was too long and sent a return label for the defective pair. They have not responded to my email indicating that.

Regards,

***** *****
Business Response
Date: 05/02/2025
Dear BBB,

Thank you for informing us of the customer's concerns. We have already reached out to the customer via email today with a resolution to address their concerns. We will continue to engage directly with the customer once we receive a response.

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

Sincerely,

EXPRESS Customer Experience
Customer Answer
Date: 05/10/2025
Do I have a time limit on responding? Im still awaiting the refund promised. I dont want to mark it accepted until then, but I also dont want to reject it since they are at least trying.
Business Response
Date: 05/14/2025
Dear BBB,

Thank you for contacting us. On May 12, 2025, our team communicated with the customer via email to address the issue and provide a resolution. We can consider this matter resolved and closed.

Please don't hesitate to contact us if you or the customer have any further questions or concerns.

Sincerely,
EXPRESS Customer Experience
Customer Answer
Date: 05/14/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***** *****
Initial Complaint
Date:04/23/2025
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.
Placed an online order for a blouse that could not ship to stores so it had to ship to my address. Per ***** tracking it delivered and they have a picture of a black bag on a rack but it was not there when I went to locate it. I filed a police report, filed a claim with the carrier and called Express for a reship to a store to prevent this from happening again and was told they could not do anything because of the picture posted by the carrier. This was not delivered directly to my apartment door and now Im out of money and the blouse I ordered. This is unacceptable for Express to not provide customer service and provide a solution, I was made to feel hopeless and told sorry.
Business Response
Date: 04/25/2025
Dear BBB,

Thank you for bringing the customer's feedback to our attention. While we are disappointed to hear about the delivery issues she has encountered with her order, we regret to inform you that we are unable to assist in resolving this matter. The customer has to file a claim with FedEx, they are the appropriate party to handle this issue. We suggest that the customer continue to work with carrier through their established process. We value our customers and their satisfaction is our top priority, but unfortunately, this is outside of our control.

Sincerely,
Express Customer Experience
Customer Answer
Date: 04/27/2025
[If you do not say why you are rejecting the company's response, BBB must close your

Complaint: 23241153

I am rejecting this response because:
FedEx concluded this investigation and said they could not locate package and to work with the shipper to resolve the issue.
Regards,

***** ******
Business Response
Date: 04/29/2025
Dear BBB,

Thank you again for informing us of the customer's concerns. We have addressed the issue and communicated with the customer through various channels. While we understand that the customer's dissatisfaction may persist, we consider this matter resolved and closed.

Sincerely,

Express Customer Experience
Initial Complaint
Date:04/18/2025
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, so I purchased from ************************** on 4/18 with EXPR1943011608CT. I tried using a coupon for extra 10% off that came up as a popup on the website earlier that I saved. When I tried using the code at checkout, it did not work. The coupon code states NO WHERE on the actual coupon that it has details or restrictions nor a link that I could access it, saying it was only for regular priced items. I have used this coupon code in the past with absolutely no issues. I tried contacting both with Express customer chat and calling and they refused to honor it. This is deceptive business practices with no transparency and trying to scam people. I am owed either a $2.59 back to my credit card I used to pay for the order or I would like a $5 gift card for Express wasting my time as I spent my busy time with customer service agents that were refusing to help me.
Business Response
Date: 04/22/2025
Dear BBB,
Thank you for bringing the customer's feedback to our attention. While we are disappointed to hear about the promo code issues she encountered with her order, these exclusions and other terms and conditions are clearly outlined on our website and were shared with the customer. While we understand that the customer's dissatisfaction may persist, we consider this matter resolved and closed.
Sincerely,
EXPRESS Customer Experience
Customer Answer
Date: 04/22/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23221948

I am rejecting this response because: if you see the screenshot of the coupon, there is no statement showing the rules and restrictions of the coupon nor a link to where I can get that information.

Regards,

Ah ** ***
Business Response
Date: 04/25/2025
Dear BBB,
Thank you again for informing us of the customer's concerns. We have communicated with the customer through various channels. We understand that the customer is disappointed, and we apologize. However, our decision is final and we cannot accommodate the customer's request. We consider this matter resolved and closed.
Sincerely,
Express Customer Experience
Initial Complaint
Date:04/15/2025
Type:Order 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 EXPR1926842509CT back in Feb 2025, I never received the item or ship notification. When I realized I contacted express and pretty much told me there was nothing they could do. I asked that the item be reshipped or provide a discount code that I could use to reorder them item and they are unwilling to help. I need a refund or reship or online store credit I can use to reorder the item. Please assist.
Business Response
Date: 04/17/2025
Dear BBB,

Thank you for bringing the customer's feedback to our attention. While we regret the delivery issues she experienced, we are unable to provide further assistance, as this matter falls outside our scope. We have addressed the issue directly with the customer and advised her to continue working with *** through their established process. Although we understand her dissatisfaction, we consider this matter resolved and closed.

Sincerely,
Express Customer Experience
Initial Complaint
Date:04/14/2025
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.
Bought a pair of jeans passing through town at the Prime outlets in ****************, ** 2/13. The jeans ripped the first wear. Tried to return to Express store, but they don't offer any support, returns on things purchased at the outlet. Tried online customer service, they don't do anything either. Outlet is 1 hour away from my house and I havent made it there yet. I tried calling again today, now they are telling me it is outside the window. This is by far the worst customer service experience when I am trying to deal with their faulty merchandise.
Business Response
Date: 04/17/2025
Dear BBB,

Thank you for contacting us. On April 14, 2025, our team communicated with the customer via phone to address the issue and provide a resolution. The customer acknowledged and this matter is now closed.

Please don't hesitate to contact us if you or the customer have any further questions or concerns.

Sincerely,
EXPRESS Customer Experience
Initial Complaint
Date:04/12/2025
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.
On 4/7/2025 I visited the Express location in ***************, **************. Upon taking a pair of pants to the counter I inquired about a small size, the associate went in back and could not locate one, the associate then returned to the register and looked at stock on a handheld device and advised me that I could purchase the pants today and then take them to the ********** location to exchange them for a smaller size (0) where they had them available. I made the purchase based on this advice. On 4/11/2025 I took the pants to the ********** location and attempted to exchange the item, I was advised the item sold to me was a non exchangeable/returnable final sale. I advised them that I had been assured at the other location I could exchange them and it was the only reason I purchased them and the reason I came to their location. The associate at the register spoke with the manager on duty, ****** ********, who advised her not to assist me with the exchange. At this time I requested the number for customer service to make an executive complaint, which I filed on 4/11/25, but the response I received was simply a cut and paste of the policy. The manger on duty, ******, refused to address the issue though she saw me standing there and simply walked off to another area in the store. I believe that I was sold an item under false pretense as no signage is posted in store stating final sale, nor the associate indicated the item as final sale prior to me making my purchase, additionally the item is available on the Express website and is not listed as a final sale item. This is an unethical business practice and appears to be a way to inflate sales goals and retain consumer funds.
Business Response
Date: 04/19/2025
Dear BBB,

Thank you for contacting us. On April 19, 2025, our team communicated with the customer via phone to address the issue and provide a resolution. The customer acknowledged and this matter is now closed.

Please don't hesitate to contact us if you or the customer have any further questions or concerns.

Sincerely,
EXPRESS Customer Experience

Customer Answer
Date: 04/20/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23196754

I am rejecting this response because:
while the business has addressed the concern regarding the pants themself, it does not address the treatment I received from their manager leaving me as a customer unattended, lack of signage that could place other customers in the same situation, as well as the cut and paste email. I want to ensure other consumers are attended to appropriately.

Regards,

***** ********
Initial Complaint
Date:04/10/2025
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.
Recently, I received a promotional email from Express that included a coupon code offering free shipping. The email clearly stated the code and did not include any disclaimers or terms and conditions limiting its use. However, when I attempted to use the code, it was inactive and did not apply at checkout.I contacted Expresss customer service team in an effort to resolve the issue and have the free shipping honored, as advertised. Unfortunately, not only did they refuse to honor the code, but the representatives also cited terms and conditions that were not included in the email or visible anywhere relevant. When I asked for documentation of these supposed terms, I was either ignored or redirected without a clear explanation.This situation is misleading at best and deceptive at worst. Sending marketing emails with inactive codes and refusing to honor advertised promotions is not only unethical but also erodes consumer trust. Additionally, inventing post hoc restrictions and refusing to resolve the matter in good faith reflects extremely poor customer service and disregard for basic consumer rights.I am requesting that the BBB investigate this matter and that Express Clothing be held accountable for:Sending promotional emails with non-functional coupon codes.Failing to disclose any limitations or terms associated with the code.Refusing to honor a clearly advertised promotion.Providing misleading and inconsistent information through customer support.
Business Response
Date: 04/16/2025
Dear BBB,

Thank you for bringing the customer's feedback to our attention. We have reached out to the customer via email today thanking her for her feedback and we issued an Express Cash to her account as a gesture to invite her for a better shopping experience with us. We can consider this matter resolved and closed.

Sincerely,

Express Customer Experience

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Express is NOT a BBB Accredited Business.