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:05/28/2023

  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 a regular purchase through express.com, and I’m having difficulty dealing with this company to return one of the items. It was not made clear that I have to go through a third-party vendor and entity to return my purchase when I made the order. Otherwise, I would not have ordered it. I want Express to accept my return and refund me in full the amount I paid. I will be returning this to express.com where I ordered it from not some third-party company. What is this Amazon now?? Order #****************
  Amount of refund due:
  $119+ tax

  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

  Customer Answer

  Date: 06/20/2023

  No updates have been provided to date on the status of my refund and my refund has not been received.
  

  Business Response

  Date: 07/05/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's additional concerns with us. We have continued our email communications with her to detail the processing time frame for refunds 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: 07/06/2023

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

• Initial Complaint

  Date:05/23/2023

  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.

  Submitted an online order on 5/23/2023 and received a confirmation email at 7:37pm MST same day. I then realized I needed to cancel my order to change the form of payment along with make further modifications to my order and upon calling the customer service number less than 10 minutes later, I am told I am unable to cancel my order as it’s already being processed and will be shipped out same day. I then asked for a tracking number since the website states your credit card will be charged when the order has been shipped but no one could provide me with a tracking number. Each person I spoke with said there is usually a 30 minute window to cancel your order but for some reason my order was the exception and couldn’t be changed after 10 minutes of submitting my order.

  Business Response

  Date: 05/26/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern
  with us. We attempted to reach out to this customer on Thursday, May 25, 2023
  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 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:05/16/2023

  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.

  i purchased a linen blend v neck tank top and when i received it, it still had the security tag attached to it and i am unable to take it off without damaging the item. i've requested a replacement and they said they are totally out of stock, i requested a refund they said no. Express wanted me to go to my local mall and have the store remove the security tag HOWEVER i don't have a receipt, only a packing slip and i called the store and they said that is not enough and also said that the item would set off the alarms in the mall and store. i am not going to be accused of shoplifting and i feel that Express is not doing anything to make this easy on me and it's THEIR mistake, not mine.

  Business Response

  Date: 05/18/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern
  with us. The customer did contact our Customer Care and solutions were offered to her, however she refused those offers. We attempted to reach out to this customer on Thursday, May 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: 05/18/2023

  Hello,

  I have been in contact with Express, manager, *****, reached out to me with 3 different resolutions. I did accept one of the resolutions. I will keep this matter opened until I receive the garment as promised. Once I receive the garment as promised from express, I will then close this matter with the BBB. Thank you so much.

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

• Initial Complaint

  Date:05/09/2023

  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.

  I have requested 7 times within the past week to be removed from all marketing emails. Obviously they don’t actually follow the unsubscribe feature on their website and continue to spam my email on a daily basis.

  Business Response

  Date: 05/09/2023

  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, May 9, 2023 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:04/30/2023

  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 am baffled by this delivery and am trying to determine if I even purchased the sandals. I do not make purchases that can't potentially be returned. There is no packing invoice or any information. The sandals have a foul odor and are cheap. I would like to return them for a refund. I have concerns regarding how they charged me.
  Tracking # **** **** **** **** **** **** 

  Business Response

  Date: 05/02/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern
  with us. We attempted to reach out to this customer on Tuesday, May 2, 2023 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:04/24/2023

  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 called into Express about a points issue and concerns about my order after receiving an email asking how did I enjoy my order. I never received and I spoke to an agent and she gave me multiple answers that did not want to allow me to speak to a manager. She stated he could not connect the call. I then asked to speak to a manager about 6 more times and she finally allowed me to speak to one. I was concerned about my order

  Business Response

  Date: 04/25/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern
  with us. We spoke with the customer today, April 25, 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

• Initial Complaint

  Date:04/13/2023

  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 PLACED AN ODER WITH EXPRESS AND WHEN I REALIZED THAT I WOULD NOT BE IN TOWN TO ACCEPT THE PACKAGE- I CALLED TO PLACE A CANCELLATION OF THE ORDER- I WAS TOLD THAT SINCE THE ODER WAS IN TRANSIT THAT IT COULD NOT BE CANCELLED - BS- THE ORDER WAS STILL BEING PROCESSED AND HAD NOT SHIPPED- BUT THEY STILL WOULD NOT CANCEL THE ORDER- NOW I HAVE RECEIVED 5 EMAILS DELAYING THE SHIPMENT TO EVEN LATER DATES- THIS IS POOR BUSINESS PRACTICES THAT A $5 COUPON FOR EVEN MORE HORRIBLE SERVICE WILL NOT DUE- THIS COMPLAINT WILL NOT STOP HERE- AND WILL CONTINUE TO ALL SOCIAL MEDIA SITES- TO MAKE UP FOR MY UNJUST TREATMENT
  Order #: EXPR************

  Business Response

  Date: 04/14/2023

  To Whom It
  May Concern,
  
  Thank you
  for sharing this customer's concern with us. After researching this customer’s
  order, we found it was placed on April 5, 2023 at 6:09 pm EDT. She contacted
  our Customer Care to request the order be canceled on April 6, 2023 at 7:25 am
  EDT. Our posted terms and conditions regarding Changes To Your Order states:

  Once your order has been placed
  there is an extremely short window of time whereby we can make a change. Our
  goal is to process your order as quickly and accurately as possible, therefore,
  we cannot change or cancel an order once it has entered the shipping process.
  Should you find that you need to cancel or make a change to your order, please
  call 1-888-******** as soon as possible. Please see our return policy for
  additional information.

  Unfortunately,
  at the time of her contact, the order was already processing, so changes were
  unable to be made. 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: 04/17/2023

  The company has poor ethical standards and should never have proceeded with the order due to the shipping incidents that caused the order to be late in the first place

  I wanteed to cancle the order

  they could not deliver the order on time

  they should have cancled the order when I requested the order to be cancled

  no excuse- and since they want to be a smart a about the issue- lets put this on social media- slow these ordfers down a bit and let the public know of their lack of follow through

  its the consumers money that you reply upon- and we can no longer waist it on this type of ill regard for service.
  
  

  Business Response

  Date: 04/18/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern with us. After researching this customer’s order, we found it was placed on April 5, 2023 at 6:09 pm EDT. She contacted our Customer Care to request the order be canceled on April 6, 2023 at 7:25 am EDT. Our posted terms and conditions regarding Changes To Your Order states:
  
  Once your order has been placed there is an extremely short window of time whereby we can make a change. Our goal is to process your order as quickly and accurately as possible, therefore, we cannot change or cancel an order once it has entered the shipping process. Should you find that you need to cancel or make a change to your order, please call 1-888-******** as soon as possible. Please see our return policy for additional information.
  
  Unfortunately, at the time of her contact, the order was already processing, so changes were unable to be made. 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: 04/18/2023

  through all of their generic replies, and excuses, I still do not have the merchandise that was supposed to be shipped. The company could have avoided all of this by canceling the order next time before you respond, make sure all of the items have been shipped out to the customer.

  RIDICULOUS SERVICE 
  
  
  
  

• Initial Complaint

  Date:04/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order (2 pair of jeans) one pair did not fit so I attempted to exchange. The rep told me he would
  Price match. Told
  Me to go order and come back to chat with order number. When I returned to chat, the rep was gone. Today, I chatted and attempted to get the price match and the rep refused to honor it. Bad business!

  Business Response

  Date: 04/13/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern
  with us. We attempted to reach out to this customer on Thursday, April 13, 2023
  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: 04/13/2023

  I work with patients and was working when I got the call earlier today.  I responded to the email they sent me and have not heard back.
  

  Business Response

  Date: 04/14/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's additional concerns
  with us. We established email correspondence with the customer on Thursday,
  April 13 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:03/20/2023

  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: EXPR9********** | Order date: Feb 19, 2023
  
  I purchased 8 clothing items at one time. Items were shipped separately in many packages arriving on different days. This is very wasteful in regards to shipping/gas/packaging/labor. One shirt Silky Skimming V-Neck Tee
  Color: Swan Silky Skimming V-Neck Tee, a white shirt, came in with black dots, maybe ink? Not sure, but I was really disappointed. It was a cute shirt. I contacted them within minutes of the shipment. I sent a message asking about the policy. They require the buyer to pay shipping on returns. I asked, what if it is damaged when sent, they said they would pay for the shipping. I have not received a refund for the shipping! They actually charged me for the shipping after they received it. I hope that they are not doing this consistently. I wonder if they keep sending that shirt out damaged to everyone who purchases it! Sad that Express does not check the items before sending. It's very bad business to do so! I have been a big fan of Express for 30 years. I will no longer buy from them fearing these poor mistakes.

  Business Response

  Date: 03/20/2023

  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, March 20th 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: 03/28/2023

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

• Initial Complaint

  Date:03/17/2023

  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.

  Case #********. Purchased clothing with gift cards. Total order was cancelled. I wanted the order but customer service lady said the order had to be canceled and I could go to the store to purchase the items despite my ability to still place all of my cancelled order into a another cart. I asked to have a gift card sent to me as I threw my gift card information out. “No problem, in 48 hours you will get a gift card to your email.” 2 weeks later no card. I call customer service again. ******** helps me. She sends a gift card email with no ability to open the gift card. Next week, I call again. ***** helps me. He sends a 0 dollar gift card email. Supervisor ******** never calls as promised. I am owed 270 dollars. I have spent 4 hours of my time on this. I want a check at this time. I will never spend a dime at this company.

  Business Response

  Date: 03/21/2023

  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, March 21, 2023,
  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: 04/01/2023

  I accept the business's response to resolve this complaint. Express promptly solved the issue. Thank you. Best regards, ******