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

  5043 Tuttle Crossing Blvd Ste 200 Dublin, OH 43016-1513

• 

  Express

  PO Box 59 Groveport, OH 43125-0059

• 

  Express

  9745 Carousel Center Syracuse, NY 13290

• 

  Express

  C7 - 999 Upper Wentworth St Lime Ridge Mall Hamilton, ON L9A 4X5

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:11/24/2023

  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 2 items. The items shipped together and it was delivered today, I opened the package and only one of the 2 items was there. The items have the same shipping tracking number and they both said they were delivered as shown on the pdf file. I contacted Express explaining the situation and they told me I need to wait to see if it shows up. I purchased this item, it says it was delivered and the item is missing from the package I received today.
  I need to be sent the missing item or refunded immediately.

  Business Response

  Date: 11/28/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns with us. We were able to speak with the customer on Tuesday, November 28th 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: 12/05/2023

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

• Initial Complaint

  Date:11/07/2023

  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.

  This is not about a transaction. It is about unsolicited harassment. There is not now, and never has been, a person named ******* ****** at the address listed previously on this form. I keep getting clothing brochures featuring women's clothing from them, despite having requested at least 4 times in the past year to stop sending junk mail to my address. I have called, emailed, texted etc. They usually promise to remove my address from their list, but it doesn't happen.

  Business Response

  Date: 11/08/2023

  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, November 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

• Initial Complaint

  Date:11/06/2023

  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.

  Please see attached correspondence chain.
  I tried over a 2-month period to resolve my issue. I wanted to return a pair of jeans I purchased. My bank underwent a merger during the return window and no one at UpWest could come up with a solution to help me. As you can see, I basically begged for help over a 2-month period, and no one ever tried to call my phone, regardless of what the incompetent middle managers said. See also the detailed instructions I left in the event they could not get through to me by phone. Additionally, it is virtually impossible to be transferred to anyone above low-manager level and reps on the phone kept insisting this wasn't possible, which is a lie. While I was able to find the company's $8B valuation online, and able to find a few LinkedIn/Facebook pages of people who worked at the company, none of them were in a customer service executive capacity, and I did not wish to send irate social media messages to executives. Note also I purchased, kept, and enjoy the jeans in a different size and wear them regularly. However I am still irritated about my experience, and still have the unworn other-size jeans and Upwest bag in the event someone wants to make this right. I DO NOT, as I told the last rep, feel comfortable sending the jeans back and trusting this company to refund me upon return. When I had to beg for 2 months just to get a response, I can't trust this. there are many, many creative solutions here, none of which were offered to me as a customer, but at this point i think Upwest should eat the loss and just refund me without requiring return. I'm open to other suggestions though that do not require me placing all my trust in this company by sending the jeans back without being refunded first. Please note i have NEVER spent $100 on jeans before in my life. I am a graduate student on a limited budget, and never intended to essentially spend $200 on jeans. The fact that you cannot reach higher mgmt as a customer is terrible. -****

  Business Response

  Date: 11/08/2023

  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 8th, but 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:11/01/2023

  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 2 pair of jeans from Express (****************) through Klarna on August 27, 2023. I picked up 1 pair of jeans from the store (Saint Louis Galleria, St. Louis, MO 63117-1110). The other was mailed. On August 31, 2023, I exchanged the pair of jeans picked up from the store. On September 4, 2023, I attempted to return both items. The pair that was mailed was returned with no problem. I was unable to return the other pair, because the store rep said the system showed that pair had been returned. My guess is that the pants were erroneously entered as returned when they were exchanged. I was told by the store representative that I would need to contact customer service, which I did numerous times. I started by contacting representatives online. They too stated that the pants had been returned. I informed them that despite what their system shows, the pants were not returned. I further informed them that the information I was receiving from Klarna suggested that Klarna was receiving information from Express that the pants had not been returned and that I would be charged. After chatting with several representatives online, I was directed to call customer service, which I did. I again explained the situation. I was again told that the pants were returned in September. I explained that was not the case & informed the representative of my suspicions (the store rep erroneously returned the pants during the exchange). I was finally told that an Express rep would notify Klarna to ensure I wouldn't be charged. Because they rep was unable to resolve the issue while we were on the phone, he stated his supervisors (or a different department) would look into the matter, issue a refund, and follow up within 7 - 10 business days to inform me of the status of my issue. He obtained my email address and sent an email saying he would follow up within 7 - 10 business days. That was October 11, 2023. I've received no response despite following up 3 times.

  Business Response

  Date: 11/03/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern
  with us. We attempted to reach out to this customer on Friday, November 3rd 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: 11/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20811300
  
  
  
  I am rejecting this response because: I have not yet received a refund. I'm reluctant to consider this matter resolved before receiving a refund. However, I have been in contact with the business, and I am satisfied with the steps taken toward resolution to date. Thank you.
  
  
  
  Regards,
  
  
  
  ****** ****

  Business Response

  Date: 11/15/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's additional concerns with us. After speaking with the customer on Monday, November 6, 2023, we have been in email correspondence with her while working towards a resolution. On Tuesday, November 14, 2023 an email was sent to her confirming that her refund is being processed.
  
  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: 11/17/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20811300
  
  
  
  I am rejecting this response because: 

  I'm unsure when the refund was processed, but it has not been received. My credit card issuer typically notifies me when a refund is in process. My response is solely based on my reluctance to close this matter before receiving the refund. I am happy with the communication received in response to the complaint. Thank you. 

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

• Initial Complaint

  Date:10/17/2023

  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.

  Today, I returned an item with order number ****************; however, the associate did not use my printout label return copy; rather, she used my phone number ***** ******* to return an item I never received. The reason why I have not yet received a refund for order number **************** is due to the fact the store associate did not scan the Labe copy I brought with me. The items are at your Beverly Center store in Los Angeles, California. The items were dropped off at Express store with an associate on October 16, 2023, at 1:20 p.m. Could someone kindly investigate this matter? I have already filed a complaint with the Better Business Bureau and am now seeking assistance from the media.
  
  Thank you!

  Business Response

  Date: 10/17/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns with us. We have begun communicating via email in an attempt to resolve the issue and offering a solution on Tuesday, October 17, 2023.
  
  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: 10/18/2023

  [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:10/13/2023

  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 online order for some items for an upcoming trip. Order ***************** I paid an extra $15.00 for express shipping to ensure I would have the items in plenty of time. I received an email stating all items had shipped. Once the items arrived I only received one pair of jeans instead of two. I logged in and it says both were shipped but one said processing but had a tracking number. I contacted customer care, she stated there was an error and that one of the jeans just looked like they were shipped but were actually never shipped. She stated should could ship them standard shipping. I stated I was going to be out of town for two weeks and didn't need the package sitting out in the elements for that long. She said I can ship them back free of charge or she can try to cancel the order. I said to cancel she said ok. While I'm on my trip I get a notification that they shipped the jeans. They sat on my front door until I got back. I got my friend to send the jeans back since they didn't arrive in time for my trip. I have been a LONG time customer of Express and they CS rep acted like it was not big deal that Express made a mistake and then wouldn't even ship the jeans with the same speed I actually paid extra for. I just received an email and I was charged a $6.99 return fee for the jeans. So not only did I pay $15.00 for express shipping and didn't even receive the item but I was charged an additional $6.99 for a mistake that was made by Express. This wasn't a change of mind this was due to the fact that I ordered in plenty of time and paid an extra fee to ensure this and an oversight/mistake by Express was made. If I wouldn't have contacted CS I would have never received the jeans because they were issued a tracking and an email was sent stating they were shipped originally. The CS rep initially stated since it was their mistake the return was completely free. I also have an email stating my refund was processed for $0.01.

  Business Response

  Date: 10/18/2023

  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, October 18th 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: 09/20/2024

  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 ***ort 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 **************************** We appreciate the patience and understanding of the parties.

  Complaint Type:
  Service Issues
  Problem:
  Hi, I placed an order yesterday and paid for 2 day shipping. That option provided a delivery date of Friday, Sept. 20th. I own a business so I receive emails and notifications of all packages that are coming to me and when they are going to be delivered. I looked at the tracking from Express and it states the package was sent via standard ground and not two day. So the package will not be here until next week. I confirmed this with my *** ***. *** stated the package was in fact not shipped via 2 day. I ship daily and this item didn't cost $15 to ship via ground. I stopped purchasing from Express because this happened the last time I paid for express 2 day and it was sent standard ground. I was told it was a one time mistake by the warehouse and was credited but what I really needed was the package to arrive in the time frame that was given and what I actually paid for. I was hesitant about ordering again but was under the impression that hopefully this would be fixed. This feels like shipping fraud. This leads me to believe this is not a mistake that it keeps happening. I'm searching for videos from people that have had the EXACT same issue. I own a business and ship via *** and **** daily. I have a *** *** and have confirmed that it was shipped standard ground. I would NEVER ship a package standard ground (because I do offer free shipping as well) if a customer paid for 2 day. I would never do this. This is unacceptable from such a large company. The real issue here is the fact that I paid for something I did not get. Why does this keep happening? I'm very disappointed yet again. I have included a screenshot of the tracking and details of the shipping speed.
  
  Desired Resolution / Outcome
  Refund

  
  

  Business Response

  Date: 09/26/2024

  Dear BBB,
  
  Thank you for contacting us regarding this matter. We are sorry to hear about the customer's dissatisfaction and appreciate the opportunity to address their concerns.
  
  Following the customer's complaint, our **************** team contacted the customer on September 21, 2024, to extend an apology and offer a full refund of the $15 shipping fee. Despite our efforts to resolve the issue, we have not received any further communication from the customer. Therefore, we consider this matter to be resolved.
  
  Once again, thank you for sharing this customer's feedback with us. We are committed to continuously improving our services and ensuring our customers' satisfaction.
  
  Sincerely,

  Express Customer Experience
  

  
  

• Initial Complaint

  Date:10/12/2023

  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 placing an order **************** i was sent a coupon code in the mail to use. When trying to input it, it wouldnt allow the coupon. They reached out to them and they said a sale was occuring so the code couldnt be used. I asked when the sale would end and they couldnt say. So basically they sent me coupon codes that may possible not be able to use. It was 75.00off of 200.00 and another 40.00 off of 120.00 spend. I would like a refund for 115.00 put back on my credit card

  Business Response

  Date: 10/13/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern
  with us. We attempted to reach out to this customer on Friday, October 13th and unfortunately we were unable to speak with him directly. We did however, send him an email to follow up. As we previously shared with him on October 9th (the date of his order), the terms and conditions of our coupons state they are not valid in conjunction with any store-wide or site-wide offers. The coupon was unable to be applied to his order placed on October 9th because the coupon was not valid in conjunction with the Columbus Day site-wide offer in effect at that time. For this reason we are unable to accommodate his request for an adjustment to his purchase.
  
  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:10/11/2023

  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.

  Purchased online on 9/28/2023
  Order # ****************
  ITEMS I DID NOT RECEIVE
  Body Contour High Compression V-Neck Polo Bodysuit
  $34.80
  Columnist Open Front Blazer
  $76.80
  
  TOTAL: 111.60
  
  I RECENTLY PURCHASED SOME ITEMS WITH EXPRESS ON. 09/28/2023. THE FULL ORDER AMOUNT WAS $302.40. I RETURNED SOME STUFF TOTALING IN $64.80 BUT STILL HAVE NOT RECEIVED TWO ITEMS. EXPRESS REFUSES TO ISSUE ME A REFUND. THIS IS NOT THE FIRST TIME I HAVE HAD PROBLEMS WITH EXPRESS SENDING ME ONLY HALF OF MY ORDER . THERE HAVE BEEN OTHER TIMES IWHERE I HAVE HAD TO REQUEST A REFUND BECAUSE THEY ALWAYS SEND MY ORDERS INCOMPLETE. I WANT A REFUND FOR THE ITEMS I DID NOT RECEIVE BECAUSE I REFUSE TO PAY FOR SOMETHING I DID NOT GET. THE COMPANY REFUSES TO ISSUE ME A REFUND OR HELP ME. TAKE ACCOUNTABILITY EXPRESS!!!!

  Business Response

  Date: 10/13/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern
  with us. We attempted to reach out to this customer on Friday, October 13th 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: 10/19/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20727674
  
  
  
  I am rejecting this response because: THIS BUSINESS STILL REFUSES TO GIVE ME A REFUND, REPLACEMENT OR A CREDIT FOR THE ITEMS I DID NOT RECEIVE. 
  
  
  
  Regards,
  
  
  
  ****** *******

  Business Response

  Date: 10/20/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's additional concerns
  with us. The customer called and spoke with us on Tuesday, October 17, 2023 at
  which point we explained we are unable to accommodate a refund or reship as she
  has already met our limitations for replacing or refunding lost, missing, or stolen
  items.
  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: 10/23/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20727674
  
  
  
  I am rejecting this response because: THEY ARE REFUSING TO ISSUE ME IF NOT A REFUND A REPLACEMENT. I HAVE PAID FOR THESE ITEMS AND NOT RECEIVED THEM SO IF THEY CANNOT ISSUE ME A REFUND, I EXPECT A REPLACEMENT. THIS COMPANY CONTINUOUSLY FAILS TO SEND OUT ALL OF THE ITEMS IN THE SHIPMENT WHERE I AM ALWAYS LEFT WITH AN INCOMPLETE ORDER, THAN DO NOT WANT TO HELP THEIR CUSTOMERS WHEN THEY HAVE ISSUES. GIVE ME A COURTESY REPLACEMENT AT LEAST!!!!!
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:10/09/2023

  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.

  This company does not stop spamming my email several times a day for months now. I have continued to hit unsubscribe daily from marketing emails and they refuse to oblige to my request.

  Business Response

  Date: 10/09/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns with us. We were able to speak with the customer on Monday, October 9, 2023 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:10/09/2023

  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.

  Date of transaction 10/06/23
  Location: Express Factory Outlet at Opry Mills Nashville, TN
  
  Everything was perfect until I went to the cashier to pay for my clothes. My purchase was +$130 and I had $10 in my account!
  
  The cashier Jacob was so rude! He asked me my insiders phone number and never told me I had $10 available to use!!!!!! Which was so disappointing then when I asked him he didn’t want it to apply on my purchase because he already clicked on done and my card was already charged!
  
  
  He needs to check for cash available on our accounts and ask if we want to use it or not!
  
  But he never asked me because he never checked or didn’t want to tell me. It was the rudest person I’ve ever met in my life!
  
  I left the store completely mad and now I want to return my whole purchase just for that experience!
  
  What I’m asking is an express gift card or some money back to my card. If nothing can be done I’ll simply return the items back or escalating this directly with my bank.
  
  Insider ID ************* ****** *** ****** ***** *********** 

  Business Response

  Date: 10/10/2023

  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, October 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 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: 10/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20708179
  
  
  
  I am rejecting this response because: 

  I responded to the email they sent me, on the email they sent me only told me to contact them, they aren’t saying nothing about what happened to me and I haven’t got any response from them yet. 
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 10/12/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's additional concerns
  with us. We have established email correspondence with her 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