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 Clothing Stores

  7 West 34th Street New York, NY 10001

• 

  EXPRESS

  9557 COLERAIN AVE CINCINNATI, OH 45251

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:07/12/2023

  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.

  I contacted Express after not receiving my order in which they told me to contact back in July 11th if I still had not received. I contacted them back on the 11th and they were friendly and helped me by submitting a replacement order. I immediately contacted them when I seen the new order as it had the wrong size jacket. The agent assured me that it would be corrected and would be sent quickly as they knew this was for a wedding. I contacted them back again on July 12th and was told that I was lied to and that the wrong size was being sent. I asked to speak to supervisor who then advised me to reorder spending my own money which is absolutely absurd as I should not being paying out of pocket for their mistake. They gave me the case number 07754134 as IEGL (the supervisor) refused to give me any corporate information in which I would be able to file a complaint. This is absolutely disgusting and should be fixed!!!!

  Business Response

  Date: 07/13/2023

  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 Thursday, July 13th, 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: 07/19/2023

  I accept the business's response to resolve this complaint. I was reached out to by corporate office and spoke with an amazing women named ***** who made sure all my concerns were answered and address.  I can not thank ***** enough for all her help.
  

• Initial Complaint

  Date:07/10/2023

  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.

  I made an online purchase on 7/9/23 for an item in the amount of $28. Today the item is on sale for $16.40. I called to request a price adjustment and I was denied. I was told to go to the store to make the adjustment. How can I go to the store with an item I purchased online that still has not been shipped? Please issue refund of $10.40. I used a coupon so the amount paid was lower.

  Business Response

  Date: 07/12/2023

  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, July 12th 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: 07/14/2023

  I accept the business's response to resolve this complaint. It was resolved satisfactory. Thank you. 
  

• Initial Complaint

  Date:07/06/2023

  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.

  Express has been sending me daily emails with no option to unsubscribe. I have now called twice 10 days apart. They say they are submitting for removal and can take 5-7 days. They won’t send a confirmation and emails keep coming. It’s driving me crazy they need to provide me confirmation I have been removed and they will never contact me again.

  Business Response

  Date: 07/07/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern with us. We emailed the customer today, July 7, 2023 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 Relations

  Customer Answer

  Date: 07/10/2023

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

• Initial Complaint

  Date:06/27/2023

  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 made an online purchase at Express on 6/8/2023. The order was for a suit (picture of order attached), and I also paid for overnight delivery as this was for a wedding the next day. The suit was $127.20, and the overnight shipping was an additional $29.68.
  
  Express did not ship the order overnight. I brought this up, and they confirmed they would refund me the shipping charge. They did not. Additionally, when the order finally arrived, it was not what I ordered at all. It was just a jacket, and the wrong size, style and color at that (picture attached). I brought this up with customer service, and they said I would have to return the incorrect products to my nearest Express store - which I did. They still have not refunded me any money at this point.
  
  I brought up with customer service (who only responds once every 24 hours at best), and they said a refund would be coming in 5-7 business days. It is now 6/27/2023, and I have STILL not received any refund - not for the clothing, or for the shipping. I have escalated this with customer service but have not received a response.
  
  At this point they have just stolen money from me - I have returned all the wrong clothing they sent me, and they kept my money. I would like BBB to help me get this resolved PLEASE!

  Business Response

  Date: 06/28/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern with us. We attempted to reach out to this customer on Wednesday, June 28th 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 offer a solution.
  
  Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  EXPRESS Customer Relations

  Customer Answer

  Date: 06/30/2023

  I am rejecting this response because: I tried calling back and I keep getting the run around. The lady at Express won't give me a direct line - I'm calling into a general customer service hotline with a bunch a people who have no idea what is going on. I still don't have a refund. 
  

  Business Response

  Date: 07/10/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's additional concerns with us. We attempted to reach out to this customer on June 28th, June 29th, June 30th and July 5th unfortunately we were unable to speak with him directly. During this time we also communicated consistently via email in an attempt to gather infortmation to invetigate and resolve the issue. Based upon what was provided we are unable to confirm the return was made, so we are unable to process a refund.  At this time we consider this matter to be closed.
  
  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: 07/10/2023

  Yeah - again I'm rejecting this answer. I actually did speak to them directly which proves they aren't actually taking any notes or trying to solve anything. I spoke to them on 7/5/2023 - since they refuse to give direct numbers, I was speaking to a different agent. When I asked for "*****" - they didn't know who that was. So had to start the process over, and re-explain everything. Again, nothing was done - she said she'd update the case/notes for "*****" and that she would be back in contact. She was - but only to tell me there is nothing they can do.

  Again, Express dropped the ball at each and every turn. 1) They charged me overnight shipping for an order they did not overnight, 2) they sent me clothes that I did not order, 3) when I reached out to customer service, they had me jump through numerous hoops (take a picture of the clothes, can you send us the order info, can you take the clothes you didn't order to a store near you?), 4) I agreed to take the clothes to my nearest Express (per the Express agents directive), 5) the store manager took the clothes, thanked me for bringing them back, and told me to just let the customer service team know that I did, when I requested a return slip she said they don't do that and it wasn't necessary - just let them know they have a case number associated to the order, 6) when I did let them know, they ran me around in circles for A MONTH, eventually telling me they can't do anything because they can't confirm it was returned.

  So they screwed up the order, kept my money, AND KEPT THE CLOTHES. That is robbery, that is stealing. They are slimeballs and I wish nothing but the worst on them. I am good closing this out as they clearly have no intentions on refunding me and need the $150 worse than I do, but I am absolutely not accepting their response, nor am I satisfied with anything related to this transaction. They are scumbags.

  
  

• Initial Complaint

  Date:06/19/2023

  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: ****************
  
  
  I returned two items (1. MP_UpWest Hemp Fleece Sweatshirt Blazer, Size: S, Color: LIGHT GREY; 2 MP_UpWest Hemp Fleece Sweatshirt Blazer, Size: S, Color: BROWN) by shipping them back.
  
  The customer service representative told me $7.60 and $18.80 refunds were processed on 05/25/2023. But it has been 25 days, and those two refunds have not shown on my Express credit card.
  
  I sincerely request Express issue those two refunds ($7.60 and $18.80) to my credit card as soon as possible.

  Business Response

  Date: 06/21/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern
  with us. We emailed the customer today, June 21st 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 Relations

  Customer Answer

  Date: 06/28/2023

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

• Initial Complaint

  Date:06/18/2023

  Type:Billing 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 made a purchase online and returned to the Express in Towson Town Center 2-3 weeks ago. I received an email *******@gmail.com that the return was processed. I deleted because I assumed everything was fine with the credit to my account. I recently received a bill in which I was told had to pay although this return was made weeks prior. My account does not reflect a return.

  Business Response

  Date: 06/21/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern with us. We emailed the customer today, June 21st 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 Relations

  Customer Answer

  Date: 06/30/2023

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

• Initial Complaint

  Date:06/14/2023

  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.

  I signed up for the rewards program. I started getting 5 emails a day. The volume of emails coming in was overwhelming, so I asked to be taken off the list. The fine print states that in order to stop receiving emails, you must be removed from the rewards program. I spoke with customer service, and they said that they removed me from the mailing list. This was 2 weeks ago and I still get 4 - 5 emails every day. This is harrasment. I feel violated and taken advantage of. Each email I receive, I report it as spam, but I continue to get emails to my main account. This is a shady business practice. I don't want their emails. I don't want to be harrased. I am asking to no be contacted, but the business has failing to listen to my cries.

  Business Response

  Date: 06/15/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern
  with us. This customer emailed us on May 29, 2023 to request that she be opted
  out of our loyalty program. We completed that request. Upon receipt of her complaint
  submitted to the Better Business Bureau we were able to establish that she was
  receiving emails to a secondary email. We have blocked both email addresses in
  our system to prevent further communication from being sent.
  
  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: 06/22/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's additional concerns with us. We have established email communication with the customer as we work 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: 06/23/2023

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

• Initial Complaint

  Date:06/13/2023

  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.

  I needed to return a pair of jeans that were to long that even been wore with tags still attached. i visited the King of Prussia location at the Mall. The manager was happily willing to return them regardless of the return policy because they still could be sold and Im 5’4 so she could verify that the jean didnt fit me length wise. She was having an issue over riding the return which she said never happens. She the called customer service to get a override code and was told no. She even explained the issue with the purchase and the person on the line told her no. Her exact words it depends on the person that response to the call becuase she has never had her request declined.
  The issue is clearly this “ return policy is not consistently implemented “ and Im sure express knows that.As proof from a manager it’s clearly alot of exceptions to the rule.
  I just want my $98 returned to my card .

  Business Response

  Date: 06/14/2023

  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, June 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:06/11/2023

  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.

  My order **************** with tracking number ****************** shows it was shipped, but the package has NOT moved. I reached out to the merchant and they have refused to escalate the issue.
  
  Per the merchant website standard delivery is to be made within 5-7 business days. At this point that guarantee cannot be made.
  
  I reached out to UPS and they said the merchant needs to create a claim for the merchandise, I cannot file the claim myself and Express customer service refused to provide any support.

  Business Response

  Date: 06/16/2023

  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, June 16th 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:06/09/2023

  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.

  Literally the most incompetent customer service team I've ever dealt with. I had some gift cards sent to me and one of them never arrived, so I called Express to have them resend the gift card. After over five phone calls over the span of three weeks, the issue still hasn't been resolved. One time they accidentally sent the gift card link to the person who BOUGHT the gift card and not to me. Last time I was on the phone with them, they claimed that they corrected the email address and the gift card should be in my email within two days, and that their supervisor would call me to make sure I received it. It's been a week now, I haven't received the gift card, AND the supervisor never called me. So then I had to call them again. This should not be this difficult. When I called again today they told me they sent the gift card to the wrong email address AGAIN, even though I was on the phone with them for 45 minutes to resolve that exact issue. How does that happen??? Every time I've called, each person seems to have a different understanding of what's going on than the last person, and no one is on the same page about what is happening and what the process is for resending gift cards. I've wasted several hours of my life on the phone with these people and the problem still hasn't been resolved. My case number is ********.

  Business Response

  Date: 06/16/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns with us. We were able to speak with the customer to hear her concerns and 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: 06/28/2023

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