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

  1500 Polaris Pkwy Columbus, OH 43240-2126

• 

  Express

  4074 New Bond St Columbus, OH 43219-6124

• 

  Express

  9745 Carousel Center Syracuse, NY 13290

• 

  Express

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/31/2022

  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 returned a purchase order in the full order of $585.01, but I am being charged $92.33. I dont know what I'm being charged for because I don't have any clothing/items. I have been a loyal customer to Express since 2019 and have since closed my account as a result of this fraudulent charge and the lack of help from your reps. Customer service was no help as they transferred me back and forth to 2 different depts for a total of 6 times in one phone call. They said to dispute the charges, which I did and they still say I'm still responsible for these erroneous charges.

  Business Response

  Date: 01/04/2023

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns
  with us. We were able to speak with the customer on Wednesday, January 4, 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: 01/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:12/28/2022

  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 believe Express is using deceptive means to devalue their own rewards program. As a frequent customer, I had accrued $65 in rewards which I applied to an order of three items. I was charged to my credit card the full value of the two items they fulfilled, but my remaining item on which $50 of the rewards were unevenly applied was not fulfilled, despite being available for purchase at the time of cancellation in the size and color (and many others, all with no ‘low stock’ alerts) I purchased. I contacted their customer service who advised I would need to wait days to have less than half the rewards value be reapplied to my account, then I could repurchase the item. I am certain that if I go return the items from my order that were fulfilled, I will receive less than half their value. Express would strongly appear to be utilizing their rewards program to their own advantage, applying the credits unevenly and inconsistently to their customers detriment. Since the total of fulfilled items from this order was less than that of the rewards available, and I will no longer be doing business with a company that at best has considerable stocking issues (this is not the first time this has happened to me in less than 4 weeks), I would like a full refund for the two items I was charged for. My earned rewards should not be applied overwhelming and without reason to the only item I will not be receiving, particularly when it does not add up. The order total was $105.01, I was charged $51.53 to my credit card. I applied $65 in rewards but was told I could only expect $30 in rewards to be credited back. Based on the experience of others I’ve read, I would imagine my credit was applied this way deliberately to effectively wash most of its value. Express muddies the application of their rewards, and I know if I need to return the items I paid for I will receive less than $20 back based on my chat with their customer service. I would like a full refund of my $51.53 purchase.

  Business Response

  Date: 12/28/2022

  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, December 28th 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:12/24/2022

  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 sent the returns back with all tags. Why would I buy three suits to try on and then return two and one of them take off all of the tags. That’s ignorant. They were in their original form. I was sent back an item with all of the tags ripped off and stated I wouldn’t receive a refund because of this. This is fraud. Intentional and deliberate removal of the tags so you wouldn’t have to refund me. It was sent back with all tags and They ALL were ripped off. This was deliberate! I called customer service. They put me on hold for 35 minutes why they were looking into it and never came back on. You guys win. Your scheme is working. You guys are running a fraudulent company. I will never shop at express again. You guys are crooks.

  Business Response

  Date: 12/27/2022

  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, December 27th 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:12/23/2022

  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 had $20 in Express cash and I ordered 3 pair of socks for $5.45 each , they used my Express cash and then cancelled my order overnight I used a code that they sent me for free shipping and now they're only trying to give back half my Express cash . I just wanted my socks I ordered

  Business Response

  Date: 12/27/2022

  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, December 27th 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:12/22/2022

  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.

  Back in November 7th or so I was shipped the incorrect order. My items were sent to another customer in Pa and vice versa. The individual contacted me directly since they had access to my personal direct contact info on the packing label. I ended up calling express the next day to resolve the issue. It was determined I would ship the other customer the items directly and Express overnight me the correct items. The understanding was the the other customer would ship my items to the store. Total amount was 124.12. The cost of the reshipped items were 81.32. I ended up needing to return the reshipped items as they did not fit. Between that time frame I have repeatedly reached out to customer service about a refund. I tried to return the reshipped items in store and was denied a refund to my card and only offered a gift card even though i had a valid receipt and it was less than 60 days. They told me i would have to call customer service to resolve it. I did not get my refund of 81.32 until Dec 2nd. I have yet to receive a refund for the 124.12 despite being told it was being refunded. In addition it has passed the 7-10 business days allowed. I have emailed numerous times asking an update or someone to please contact me from upper management to resolve it. I have record of emails on Nov. 22 and Nov. 30th asking for an update with no response. Finally on Dec 6 I got an email that completely ignored my concerns and stated that a refund had been issued earlier that day. The customer rep i spoke to afterward indicated the refund had only been processed 20 minutes beforehand. This all began at the beginning of November and its now 12/22/22 and I'm still without my 124.12 due to an error on Express's end. I'm simply asking that someone please call me that can return my money and also address my concerns. All this should be documented in emails with customer services. This is by far the worst customer service I've experienced to get a refund based on store error.

  Business Response

  Date: 12/28/2022

  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, December 28th, and have begun working towards a resolution.
  Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  EXPRESS Customer Relations

  Customer Answer

  Date: 12/31/2022

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

• Initial Complaint

  Date:12/18/2022

  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 ordered two pairs of pants on Black Friday at 50 percent off. I received a message that it was delivered on December 8. However, it was not there. This same thing happened last year. When I called customer service that night, they told me to wait three days and said that it might still come. I told the woman on the phone that the same thing happened last year. She promised me that there was still a chance that it might come. However, after three days, it has yet to come. Last year they had to re-send it. I called three days later; the customer service agent told me to wait another day; the agent told me they had had many problems and many people needed to get their orders. I called on December 14, and they said they would give me a refund. Although they gave me a refund, I still had to go to the store and pay more for the items because the sale was over. As I stated, this is the second year this has happened, and the second customer service agent told me that many people don’t get their orders. This isn’t fair. I will never order anything online, nor will I ever shop at Express again. I feel after years; no one should order anything online from them.

  Business Response

  Date: 12/20/2022

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns with us. We were able to speak with the customer today, Tuesday, December 20th 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:12/16/2022

  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.

  Order placed on 12/15/2022
  Order # *********
  Total amount: $192.10
  
  I placed an order with www.upwest.com (a subsidiary of Express). The website advertised delivery of orders before Xmas if the order was placed by 12/17/2022. When I received the email confirming the order it stated that "standard orders" would be delivered in 5-7 business days. I reached out to customer service to verify that it would be received by Xmas and was told that this could not be guaranteed. When I pointed out that the website advertised otherwise and asked if they could expedite the order, I was told that I would have to place a 2nd order and request overnight delivery. I would have to wait for the original order to be delivered and then return the items and request a refund. As money is tight this time of year this was not a reasonable solution. The customer service rep informed me that I would have to reach out another time and ended our conversation.

  Business Response

  Date: 12/20/2022

  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, December 20th 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:12/05/2022

  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 ordered from this store on December 4th and I purchased three items amounting in $56. I called right after the order was placed to make sure nothing was on backorder because apparently this fraudulent business doesn't tell customers when items are low stock or on backorder as I had a previous issue with them regarding a similar situation. After speaking with the representative she informed me that in fact one of the items was on backorder (what a surprise) so I asked her to cancel it, and also keep in mind this was 10 minutes after I placed the order. She assured me it would be canceled and then I wake up today and it was not canceled at all. Now they are acting like they cannot cancel it and give me my money back. This company is a complete scam and the agents here are incompetent. The agents at Express literally do nothing to help at all, make countless mistakes, and they don't care to help customers at all. If this order is not canceled and refund immediately I will be disputing this with my credit card as fraud because I was already told this order would be canceled and I no longer authorize this charge.

  Business Response

  Date: 12/07/2022

  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, December 7th 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

  Customer Answer

  Date: 12/16/2022

  I received a call from them and we got everything worked out. I appreciate the clarity and accommodations they offered to fix the issue. I accept the business's response to resolve this complaint.
  
  
  

• Initial Complaint

  Date:11/30/2022

  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 order *************** on 11/28/22 for $155.15. At that time an authorization hold was placed on my card for the full amount of the purchase $155.15. Today, one out of the five items in the order shipped out. The total for this portion of the order was $31.03. At this time another authorization was placed on my card for $124.12. I did not give Express consent to place two separate authorizations on my card. The entire purchase amount was already authorized at the time of purchase, Express does not have the right to place unlimited authorizations on my credit card because they've chosen to ship out items separately.

  Business Response

  Date: 12/02/2022

  To Whom It May Concern,
  
  Thank you for sharing this customer's concerns with us. We
  were able to speak with the customer on Friday, December 2, 2022 and have begun
  working towards a resolution.
  Again, we thank you for allowing us the opportunity to
  address the issues that were brought to our attention. If you have any further
  questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  EXPRESS Customer Relations

• Initial Complaint

  Date:11/19/2022

  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 received multiple direct mail flyers from Express. Please permanently remove my home address of from your direct mailing list immediately. I do not want to receive any additional mail from Express ever again. One of my values is the environment and I am trying to limit the amount of mail that I receive. Junk mail produces more than 51 million metric tons of greenhouse gases annually and it adds 1 billion pounds of waste to landfills each year. Please email me back to confirm that my home address has been removed from your database and that I will no longer receive any mail

  Business Response

  Date: 11/28/2022

  To Whom It May Concern,
  
  Thank you for sharing this customer's concern with us. We sent an email correspondence to the customer on November 23, 2022 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: 11/28/2022

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