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:03/06/2023

  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 have a complaint against this company because they keep charging me for an item that was ordered about 2 weeks ago and they haven't sent me anything. I have as of 3/6/23 two pending charges for the same amount one from 2/28 and one from 3/6. I called customer service and they told me that they shouldn't be charging me because the item has been canceled. I haven't received any email of any cancelation so I'm bummed out. They tell me to find another item worth the same price and they will price match it. So upon looking for the item I see my item still being sold for a higher price, I call to get it price matched and they tell me that the item is no longer in stock and I explain to them that the item is showing in stock on my end in 3 sizes. They said the site doesn't update and I tell them it's been 2-3 weeks and you're telling me the item hasn't been updated to show that it's out of stock. I wonder how many people are paying to order this item and like me just keep on getting charged and charged for the item that they do not have. The guy sent me a cancelation email today so i can show it to my bank so they can give em my money back. They shouldn't be charging me for somethingthey are not sending me. The initial pre authorization charge went away then they charged me again on the 28 of February and now again today on the 6th of March. Anyway I want my money back now because they keep on taking it and I have to wait for those charges to drop from my account. That is not fair and it is a shame that people have to go through this.

  Business Response

  Date: 03/07/2023

  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, March 7, 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:03/01/2023

  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.

  After shopping today I realized I was overcharged on a shirt I bought. All of the dress shirts in the store were supposed to be “Buy One Get One 50% off” however after looking at the receipt I was charged the full $68.00 for each shirt (not $34.00 after discount was supposed to be applied). They’re the same exact shirt different color/pattern and were in the same section. This needs to be resolved.

  Business Response

  Date: 03/02/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern
  with us. We attempted to reach out to this customer on Thursday, March 2, 2023
  and unfortunately we were unable to speak with them 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: 03/13/2023

  I accept the business's response to resolve this complaint. They agreed to a refund.
  

• Initial Complaint

  Date:02/27/2023

  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.

  Hello,
  I purchased close to $1,500 worth of merchandise online 2/19 and 2/20. When I received the order confirmation, I noticed that some of the prices were listed higher than was advertised on the site and others lower. The total was still correct, so I thought it might just be a mistake on the receipts. 
  An example is below (one of many examples):I was charged $53.49 for a topcoat that should have been $50 and I was charged $46.51 for a suit jacket that should have been $50. If I keep bth items that isn't an issue - but when I went to return the suit coat, they tried to only give me $46.51 plus tax. So the topcoat is now costing me more than it should. It's only $3.49, but there are similar issues on my receipts (across two orders). I did NOT use any coupons.
  I sent emails on the following dates to try to resolve the issue, but the responses were clearly by people who do not understand the situation (likely level 1 support). 2/21/23 (twice)2/25/232/27/23
  I have now spent *hours* of my time trying to resolve this with no resolution. I suggested price adjustments for the items that I was overcharged for, but the responses continue to not be relevant to my issue. I now want to return some items (coincidently, the items I want to return are *mostly* the ones I was undercharged on) and Express is denying me the accurate price. So essentially the items I am keeping are costing me more than what was advertised. 
  I also tried using the chat function to no avail. 

  Business Response

  Date: 03/02/2023

  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 Wednesday, March 1, 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: 03/02/2023

  Better Business Bureau:
  
  
  
  I accept the business's response, but will not consider it resolved until the adjustments are made.

  I will open a new case if this isn't resolved to my satisfaction and want to ensure that it is abundantly clear that if this issue happens in the future, I may decide to take legal action and use this particular case to show a pattern fraud. 

• Initial Complaint

  Date:02/25/2023

  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 have been getting emails from [email protected], the email for express.com, since 1/5/23. I have unsubscribed multiple times and they continue to email me. I would like them to apologize and stop this, and their flawed system needs to be corrected so that this doesn't happen to me again or others. I even provided a screenshot below of the last time I unsubscribed, yet still received an email from them today.

  Business Response

  Date: 03/01/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern
  with us. We reached out to this customer via email on Tuesday, February 28th and are working 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: 03/09/2023

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

• Initial Complaint

  Date:01/22/2023

  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'm highly frustrated with Express- I've been told many times that a supervisor will follow-up with me, which did not happen, then I escalated the call requesting Corporate to reach-out to me via phone, and yet to receive that call. I'm an Express Insider member, and cardholder but really thinking twice about my membership. I placed an order on 1/1/23 for an item that was available online- I've been waiting on these pants, and was really excited that I would be receiving them. I put this on my express card, and had express dollars applied to the order which provided a decent discount. Several days later, I received an email stating the order was cancelled due to being out of stock. I was disappointed, but understood. I immediately jumped online to check for a different color, and to my surprise the same cancelled item was available. So I placed a new order- at this time the express dollars were never put back into my account- I IM'ed about this, and they applied it to the new order, and I also requested a price match which they took care of after a few mins of explaining what happened. So a new charge on my express card, yet again- a few days later I received a cancellation again. This went on for a total of 4 separate times 1/1--1/12. I had to keep communicating with express, and take time out of my schedule just to spend money with them. I thought to myself, is Express cancelling this intentionally, because of the huge discount? It definitely looks this way- So I figured I would place a new order without the express dollars and no price match. I waited 30 mins, and I placed another order- same item with all the discounts just like before. A few days later I received a cancellation for the order with discounts. January 19th, a package arrived at my door from Express, and inside was the item that was charged the full price- WOW EXPR*********CT. I sent an email, and a phone call after receiving this order, and yet to receive a call back.

  Business Response

  Date: 01/25/2023

  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, January 25, 2023, 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: 01/26/2023

  I missed the phone call, and the voice-mail left on my phone does not give direct extention, nor does it indicate if they will try again. The phone left was the generic number listed for all on site which a customer svc. Number. 
  
  
  

  Business Response

  Date: 01/26/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's additional concerns
  with us. The customer returned our call on Wednesday, January 25, 2023. We
  spoke with him 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:01/10/2023

  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.

  This is my first-ever purchase from Express because I wanted to try their clothing. So far, my experience has been unsatisfactory. On August 19, 2022, I purchased 4 items, 2 pairs of pants, and 2 shirts, order number *************** for a total amount of $116.92. I received all items in the mail and the clothing seemed to be of good quality. Unfortunately, all the items did not fit me correctly and I wanted to return the items back to Express. On September 2ND,2022, I packed everything in a return box with a return label printed from Express with UPS Tracking number ******************. I was notified that Expressed had received my return on September 7, 2022, and that a refund would be returned within 7 to 10 business days. About 3 weeks later, the funds were never returned, so I called and talked to a customer service representative. They said that they would talk to a manager and try to resolve the refund ASAP and that it would take another 7-10 business days. Still, no funds were ever returned. This went on for about 2 more times and the customer service representative would say the exact same thing. The last time I called was on November 1, 2022. My case number is ********. Obviously, the refund was never returned back to my account until this day. I was very disappointed with my experience and felt that I was ripped off. This will probably be my first time and also my last time purchasing anything from Express. I would not recommend this retailer to anyone or any of my family members.

  Business Response

  Date: 01/12/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns with us. We were able to speak with him on Thursday, January 12, 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: 01/20/2023

      The consumer verified by phone that the complaint had been resolved.

• Initial Complaint

  Date:01/09/2023

  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.

  In June 2022 I placed an online order for a floral dress. The dress did not come and the tracking movement stopped. I called Express and they sent me a replacement dress. While waiting for the replacement dress, the first order did end up coming but it was a pair of dress pants. I returned the pants to the physical store ( ocean county mall) Toms River NJ, and explained I was just returning and did not receive any money as they were sending a replacement. I got the dress and did not like it and returned it to the store in September 2022. I have not received a refund and called and was told that it would be refunded and sorry for the delay. Still no refund and called today and was told I don’t get a refund because the store put it in as an exchange! I don’t know how when both times I returned the item the store had to call the online store. I don’t know if the online store doesn’t know what they are doing or the store in the mall did something shady. Either way I have no item and out 73.00 dollars.

  Business Response

  Date: 01/10/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns with us. We were able to speak with her on Tuesday, January 10, 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: 01/18/2023

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

• Initial Complaint

  Date:01/07/2023

  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.

  My husband purchased some clothing for a gift for me at the Express Outlet located at sawgrass mills in Sunrise Florida / Fort Lauderdale FL. The barcode on my receipt is **********************************. The date on the receipt is 12/23/22.
  
  One of the items he purchased was a pair of boxer briefs for $10.00 plus tax. When I got these boxer briefs there was a cardboard wrapper wrapped around them.
  
  A few days after receiving them, I opened the wrapper and unfolded them and looked at them. I immediately decided I didn’t like them and put them in a shopping bag and took them to the same express outlet store they were purchased at that same day the wrapper was opened. They were in new condition. After getting to the cash register I was told by several employees and then a man named *****, who I assume was a manager, that I could not return them because they were undergarments and the “packaging” had been opened (the packaging consisted of a small wrapper of card board that circled the underwear). I explained they were in new unworn condition and then I explained, most importantly, that the return policy did not say undergarments can’t be returned if “opened.” In fact, the very explicit and detailed terms of the return policy do not say anything about if an item has been “opened.” He told me that, despite this, he wouldn’t accept them because it’s “common sense.” That is not how return polices and contracts work. It is also not how making representations to customers works. I read through the entire text of the return policy in front of ***** and went over it line by line and the policy itself makes it explicitly clear that any item can be returned unless it was marked final sale or had tags that said do not remove. This item was not marked final sale and didn’t have tags that said do not remove. I had the receipt and was well within the 60 days. He still refused to accept the return. I left the item in the counter and walked out of the store.

  Business Response

  Date: 01/11/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns
  with us. We were able to speak with him on Wednesday, January 11, 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: 01/11/2023

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

• Initial Complaint

  Date:01/06/2023

  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.

  I made a purchase on 12/25/22 and on 1/2/23 a sweater in my order was cancelled and I have yet to receive a refund for the difference. I reached out to customer service on Tuesday 1/3/23. Told me I had to wait 48 hours for a refund. I waited 48 hours then reached out to ***** at corporate and 24 hours later have yet to hear anything. Customer service at express seems incapable and unwilling to help. The sweater wasn’t free and if you cancel my order, there should’ve been a gift card sent out immediately, not waiting for days. I paid for the order with gift cards. It shouldn’t be that difficult and the inconvenience and time reaching out to express is ridiculous. Beware if you purchase an item with a gift card, make sure you get your refund. I will attach my original and revised receipts from express as well as all correspondence. Thanks.

  Business Response

  Date: 01/09/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns
  with us. We were able to establish correspondence with the customer on Monday, January 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:01/03/2023

  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.

  01/01/2023
  store 1806, A-125, R-3, T-4757
  Went to do the return at the Express Factory store at Altoona IA, and I have explained to the employee that there was a $25.00 prepaid visa card on the transaction that I don't have in possession anymore that he had threw away during my original transaction on 12/29/22. He went ahead and proceeded with the return and now i am without $25.00. Spoke to the manager and manager was like i am unable to do anything about it since, the transaction its done and you may consider filing the complaint.

  Business Response

  Date: 01/05/2023

  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, January 5, 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: 01/06/2023

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