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:10/01/2023
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 purchased items from the Express website. Soon after I started to receive numerous marketing emails. I clicked unsubscribe (as their website instructs) but the emails kept coming. I contacted their support via chat and requested to be removed. The emails continue to come in at all hours. There is nowhere in the profile to opt out of marketing emails... you have to click unsubscribe (which I repeatedly did) or contact them (which I also did). I want
Business Response
Date: 10/02/2023
To Whom It May Concern,

Thank you for sharing this customer's concern
with us. We attempted to reach out to this customer on Monday, October 2nd 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
Initial Complaint
Date:09/28/2023
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 placed an order for 1 item (Coastal Cotton Mini Skirt) on 07/20/23. On 07/21/23 my credit card that I used to purchase the item online was charged $32.27.
I received the wrong items, contacted customer service, shipped back the wrong items, and customer service placed a manual order for me with the order ************. I received the correct item but wished to return it due to the item not fitting well. I shipped the item back per the company's instructions (tracking UPS #******************) and they confirmed via email that they received it on 08/10/23, even though my tracking indicates they received it on 08/14/23.

After numerous emails back and forth, the company still has not refunded the $32.27 to my original form of payment. UpWest claimed there was a failure in the refund process so they placed a "manual refund request". I still did not receive my refund. Since my return is now outside the refund period, they emailed me asking to speak on the phone because they "need to gather more information that cannot be sent via email for security purposes". I do not want to give them sensitive information over the phone. They have not made any efforts to call me directly even after saying they would do so.
Business Response
Date: 09/29/2023
To Whom It May Concern,

Thank you for sharing this customer's concern
with us. We attempted to reach out to this customer on Friday, September 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
Initial Complaint
Date:09/27/2023
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.
Express.com had me locked out of my account for two plus weeks without explanation.
Customer service representatives could not let me in and even recommended that I create a new account, which would have been counterproductive. Also, I am still unable to view my full account history although my points are still available and valid. Very strange that I do not have access to my own information. I had previously used an old email address and began to have issues when I had changed the email address and password, and although I was able to log into the account initially, I was later locked out for weeks, during which time my order history was not able to be viewed.
I also would receive packages with old phone numbers listed as my contact information, although I was no longer in possession of the numbers and had listed a new phone number on the account. Store employees are fantastic, at least in my area, but the online customer service seems to be run by something that seems to be criminal in nature.
Business Response
Date: 10/05/2023
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We attempted to reach out to this customer on Monday, October 2nd and unfortunately we were unable to speak with her directly. We have left her a voicemail and will make another attempt within the 1-3 business days 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: 11/30/2023
From: '******' via Dispute Resolution - Shared Inbox <[email protected]>
Date: Wed, Nov 29, 2023 at 10:01 PM
Subject: Complaint Number #20667004
To: [email protected] <[email protected]>

Good evening,

After filing my complaint with Express, along with the Better Business Bureau, I received a phone call from customer relations.

Although the phone call was pleasant, I was never able to recover my purchase history on the account, which would impede my abilities to post reviews and receive points and incentives as a rewards member.

I have made it clear that there is no other account open with Express other than the email I have on file, which is the same one that I am emailing you from. Also, there was an issue with old phone numbers and emails being placed on the order I had purchased using my new email and phone number. I still have no explanation as to why this happened or why I was locked out of my account for weeks.

Any insight and solution to this would be great.

Rewards ID # *************
******** *******
###-###-####
***************@proton.me
** *** ** *** ***
******** ** *****

Sent with Proton Mail secure email.

Business Response
Date: 11/30/2023
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 Tuesday, October 3rd to discuss her concerns and answer her questions.

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: 12/09/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20667004

I am rejecting this response because:
Unfortunately, still no answer as to where my purchase history had gone.
A pleasant conversation, yet no explanation or resolution.

Regards,

******** *******
Initial Complaint
Date:09/25/2023
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 return my jeans that were delivered and STILL NO REFUND!!!!! this is the 2nd time this has happen to me! I cannnot trust express when returning my product. Total $137.00 I need this refund right away to buy the correct pair that express miss ship before I leave in a week.
Business Response
Date: 09/27/2023
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, September 27th and although we did connect, we were unfortunately unable to speak with her at length. 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:09/15/2023
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 the entire order **************** on August 10th via UPS. I have been a loyal express customer and so far have never had issues. My package was picked up with no issue, but did not track via UPS for an entire month. I mailed this package back over a month ago and it had not tracked- I contacted UPS multiple times, filed a claim and spoke with customer service and they said it was picked up and to contact the merchant for a refund. I have contacted express 4x and have not been helped- I have screenshots of my return label, of a customer agent telling me I was refunded when I wasn’t (this is illegal by the way) and still have not gotten my money back. I returned an entire order worth almost $450 so I am very stressed as I WAS a loyal customer and have never had issues before. Please file my refund asap LIKE YOU PROMISED! UPS has stated it is your jurisdiction as it was dropped off.
Business Response
Date: 09/19/2023
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, September 19th and unfortunately we were unable to speak with her directly. We have, however, begun communicating via email in an attempt to resolve the issue and 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:08/15/2023

Type:Billing Issues

Status:

Answered

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 account was hacked and over $800 worth of merchandise was purchased on my store card. The billing address on the mailing slip is going to show on the order slip when it arrives to the thieves house. Express refused to cancel the order, and therefore exposing my utmost personal information to a thief who now knows where I live and will likely retaliate since I’m pursuing legal action against them. I demand a huge compensation and apology for my personal data being handed out to thieves.

Customer Answer

Date: 08/17/2023

They need to cancel the orders and acknowledge the fact I called immediately to have them canceled and that never happened. This whole thing could’ve been avoided due to their negligence

Business Response

Date: 08/18/2023

To Whom It May Concern,

Thank you for sharing this customer's concern
with us. It is most unfortunate that the customer is going through this
experience. When the customer contacted us on August 13, 2023 we advised them
to contact their financial institution to dispute the charges. Both orders were
placed with expedited shipping, which meant we were unable to cancel the orders
before they shipped out.

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: 08/18/2023

The business has breached my privacy by exposing data and personal information. I will be suing the company in regards to this leak of my personal information if compensation is not given.

Business Response

Date: 08/21/2023

To Whom It May Concern,

Thank you for sharing this customer's concern with us. When the customer contacted us on August 13, 2023 we advised them to contact their financial institution to dispute the charges. Both orders were placed with expedited shipping, which meant we were unable to cancel the orders before they shipped out. To protect the privacy of our customers we do not include a paper invoice with our orders.

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: 08/26/2024

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

Complaint Type:

Service Issues
Problem:
Express has been refusing me service for no reason while offering a credit card that cannot be used. I have attempted placing orders on multiple occasions in the last month only to receive an error message each time. When I called to place an order, the order was canceled. They are advising me to contact the issuing bank regarding my issue, however they have assured me that I have over $1,400 in available credit and that Express is at fault. This company is fake and a scam, and they can ship my items to me for free and forgive the balance on my credit card since they choose to refuse business for no reason at all.

Desired Resolution / Outcome
Billing adjustment; Correction to a credit report; Contact by the business

Business Response

Date: 08/27/2024

Dear BBB,

Thank you for bringing this customer's concerns to our attention.We are sorry to learn about the ongoing issues he has encountered while trying to place an order on Express.com.

We would like to offer some potential solutions to help resolve this issue. First, we recommend that the customer tries to place the order again directly on our website. If that does not work, our dedicated **************** Representatives are available via phone to assist with placing the order for him. Additionally, if the customer continues to encounter problems with his Express Credit, we suggest he contacts ************** the entity responsible for managing and operating the Express Credit Card, for further assistance.

Sincerely,

Express Customer Experience
**************
******** EST, 7 days a week

Business Response

Date: 09/10/2024

Talk @ Express <**************************************>
Mon, Sep 9, 4:37 PM (16 hours ago)
to ********************************************************

Thank you for your email to EXPRESS. We typically respond to most inquiries within 24 hours. If your message is in regards to an in-store experience or a corporate inquiry, your response may take additional time.

Subject: You have a new message from the BBB of ************ complaint #********.
Case Reference #: 09118274
Date Created: 9/9/2024
Date Last Updated: 9/9/2024
Status: Open

Initial Complaint
Date:08/11/2023
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.
The order did not delivered ****************

I contacted customer service and they told me to contact the carrier

I want a full refund and compensation for wasting my time
Business Response
Date: 08/14/2023
To Whom It May Concern,

Thank you for sharing this customer's concerns with us. We
were able to speak with the customer today, August 14, 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
Business Response
Date: 08/29/2023
To Whom It May Concern,

Thank you for sharing this customer's additional concerns
with us. We were able to speak with the customer Tuesday, August 29, 2023 and have confirmed the matter has been resolved.
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: 09/07/2023
BBB called the consumer using an automated calling system. The consumer replied with a text message with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

***** ******** ***** ***** ******** Express Sep 7, 2023 12:28 PM
Initial Complaint
Date:08/08/2023
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.
****************
Shipped August 3, 2023

My husband got me an express gift card at ********* for $100 for my birthday. I went on EXPRESS.Com to order some clothing. I put my gift cards in with the order and was told I would be charged $8 which was the different between what my gift card amount was and what the balance was and then I discoursed of the gift cards. Later, after reviewing my CC statement I noticed I was charged the full $108 without my consent on my CC. I called customer service to let them know what happened and they have offered me zero solution. The first person I spoke to said the website must’ve been having technical difficulties. I did not have the receipt for the gift card as it was a gift for my birthday. Now we are out $200 instead of $100 and Express took no accountability for their website having technical difficulties. They just wanted me to lose the money for their technical issue. I am very disappointed in their customer service.
Business Response
Date: 08/10/2023
To Whom It May Concern,

Thank you so much for bringing this customer's concern to our attention. We take great pride here at Express in providing an outstanding customer experience, and we want our customers to be able to shop with confidence, feeling that they were provided with excellent service and a pleasant, hassle-free shopping experience.

Our Customer Service teams has been in communication with the customer regarding this matter and have relayed the findings of our investigation, as well as offered some options to allow us to further assist with locating the gift card(s).

The customer’s Express.com order only reflects a Visa credit card was successfully entered and processed as the method of payment. Additionally, we understand the customer purchased the gift card(s) through a third-party merchant. As such, we always recommend that customers keep their gift card(s) after using it until they have received their order and are satisfied with the item(s). In order for us to further assist with locating the gift card number and verifying if the funds are still available, we require the gift card number. We would like to provide her with the best experience possible, but at this time, we are still awaiting the information. Once we have the information, we can explore additional options.

We apologize for any inconvenience this has caused her. We are here to help. If we may be of further assistance, please feel free to contact us.

Sincerely,
Express Customer Experience
Customer Answer
Date: 08/18/2023
the business website failed to process my gift card properly and it was thrown away. I no longer have it to verify the funds. I will not resolve this matter until they give me a credit at the very least.
Business Response
Date: 08/18/2023
To Whom It May Concern,

Thank you so much for bringing this customer's concern to our attention. Our Customer Service teams has been in communication with the customer regarding this matter and have relayed the findings of our investigation, as well as offered some options to allow us to further assist with locating the gift card(s).

The customer’s Express.com order only reflects a Visa credit card was successfully entered and processed as the method of payment. Additionally, we understand the customer purchased the gift card(s) through a third-party merchant. As such, we always recommend that customers keep their gift card(s) after using it until they have received their order and are satisfied with the item(s). In order for us to further assist with locating the gift card number and verifying if the funds are still available, we require the gift card number. Once we have the information, we can explore additional options.

We apologize for any inconvenience this has caused her. We are here to help. If we may be of further assistance, please feel free to contact us.

Sincerely,
Express Customer Experience
Initial Complaint
Date:07/17/2023
Type:Customer Service 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.
Submitted an online order on 7/17/2023 but it wouldn't go through so I went on chat and the chat person, ****** created a case number and told me to call customer service with it. I called customer service and spoke to another person and he said lets merge your 2 accounts. I told him the correct email and shipping and billing information and then he had to redo the order again. Well he sent the order information to the old email and then when I got it about 10 min later I saw he was shipping my order to an incorrect old address that I had told him several times to delete since I no longer worked at that shipping address. I immediately called customer service once again and the person, ***** told me he would fix it but after another 20 min he said he couldn't/ I told him since I had to do the order online and express customer service sent it to an incorrect address and he said it was already shipped he couldn't stop it. I asked how even could that be possible since it was only placed 10 min ago. Even ****** gives you an opportunity to fix something(which was not my fault) and they deliver next day. He gave me to a supervisor who said there was nothing she could do. I explained again this was not my fault as her customer service person not only included an incorrect item; which I couldn't see until the order was sent to me at the incorrect email and then I noticed he also sent it to the incorrect address. I said since she wouldn't r couldn't change it I wanted the order cancelled since I was not able to receive it at the incorrect address, which I no longer had access to. She said there was nothing she could do. I cannot believe a company would be so callous and incompetent since I had depend on them to place the order since I couldn't place it online. I asked for them to correct the incorrect address and item, or stop the order and give me a refund since I was not going to be able to receive. She said she couldn't help and was there anything else I needed. I am disappointed and upset that this has happened with no resolve from Express. At this point I want my money back since they are sending my incorrect order to the wrong address. There is no way in 10 min that the order could have been labeled, packaged and given to a courier since they told me it would not arrive until July 27? I called again hoping I could get someone to help but to no avail. What kind of business operates this way. I would like my money back .
Business Response
Date: 07/19/2023
To Whom It May Concern,

Thank you for sharing this customer's additional concerns with us. The customer contacted us about this on July 17th and we reached out to them via email on July 18th December 30th to begin working with the customer 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: 07/19/2023
I accept the business's response to resolve this complaint.
Initial Complaint
Date:07/16/2023
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.
Order number: ****************
Two items are in this order (1. Satin Floral Crew Neck Gramercy Tee Size: S Color: Black Print; 2. Satin Floral Print Crew Neck Gramercy Tee Size: XS Color: Purple Print.)
I received 1. Satin Floral Crew Neck Gramercy Tee Size: S Color: Black Print;
But for 2. Satin Floral Print Crew Neck Gramercy Tee Size: XS Color: Purple Print, I received a wrong item.
Then I return both of them by shipping them back to Express on June 21, 2023.
So far I have received the refund $25.08 for 1. Satin Floral Crew Neck Gramercy Tee Size: S Color: Black Print;
But I have NOT received the refund of $16.62 for the wrong item 2. Satin Floral Print Crew Neck Gramercy Tee Size: XS Color: Purple Print,
I sincerely request Express issue the refund ($16.62) to my credit card as soon as possible.
Business Response
Date: 07/19/2023
To Whom It May Concern,

Thank you for sharing this customer's additional concerns with us. We emailed the customer today, Wednesday, July 19, 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
Customer Answer
Date: 07/29/2023
To whom it may concern,

I am satisfied with the business' response (complaint ID number ********).

Thanks.

Sincerely,
***** ***

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Express is NOT a BBB Accredited Business.