Clothing
ExpressThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Express's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 269 total complaints in the last 3 years.
- 106 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/14/2022
Type:Product IssuesStatus: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 bought a jacket in store on 11/5/22 for $152.08. ($148-$5coupon=$143+$9.08tax=$152.08 total) I returned the jacket to a different store on 11/13/22 but they only refunded me $143.00. The $9.08 difference was the sales tax. Why wasn't I refunded the full amount I paid which includes tax?
Also I used my refund toward a new purchase on the same transaction as the return, it should have been almost an even exchange. New jacket was $169-10%coupon= $152.10. (-152.08 refund + 152.10 purchase = $.02 plus tax I owe) instead of me paying $.02 plus tax they charged me an additional $13.52.
I also didn't receive any express points for either purchase on 11/5 or 11/13 toward my account.
11/5 receipt number **********************************
11/13 receipt number
**********************************Business Response
Date: 11/16/2022
To Whom It May Concern,
Thank you for sharing this customer's concerns
with us. The customer contacted us about this on November 13th, at which point we
began corresponding with him. We followed up with him on November 15th and made him aware that we have begun processing his
refund.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 RelationsCustomer Answer
Date: 11/16/2022
I accept the business's response regarding the refund. Company has not addressed the missing reward points for either purchase.
Initial Complaint
Date:11/02/2022
Type:Product IssuesStatus: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 at the express location in smithhaven mall on 9/17/22. I had a text with a coupon code to receive $100 off a purchase of $250 or more. I showed the cashier. He said he would apply the code for $100 off. I advised not to use the $5 express cash I had available, because that would put the total under $250.
The cashier never put the coupon code in. When I got home, I looked at receipt and contacted express customer service. He agreed with me after sending him a picture of the receipt and a snapshot of the text message express sent to use the coupon code. He sent me a follow up email that he reached out to the store to issue me a refund and I would here back in 3-5 days. Never heard back, never received another email after several were sent for follow up. I now have a dispute with my bank, but express just sent the receipt showing the total charged was accurate, so now I am having an issue. I sent the bank all of my documentation to reopen the case. Showing the coupon text code never applied. I would never have spent $257 if I was not receiving a discount of $100 off. I can no longer return the cloths because I wore them, expecting a refund in 5 days from when I made the complaint. Poor service all around, and I feel scammed. Attached is copies of all my documentation.Business Response
Date: 11/02/2022
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, November 3, 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 RelationsInitial Complaint
Date:10/30/2022
Type:Product IssuesStatus: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.
On October 22nd, 2022, I purchased items from Express at the Bridgewater Commons mall, in Bridgewater NJ. The size boots I wanted wasn't in the store so the cashier ordered it to be delivered to my home. She had the boots in her hand and placed the order. The boots arrived but it's the wrong color and style. I reached out to Express customer support via chat and never got the issue resolved. I was transferred to another representative without warning and the 2nd on placed me on terminal hold. Pls help me get the correct boots that I paid for or refund me.Business Response
Date: 11/01/2022
To Whom It May Concern,
Thank you for sharing this customer's additional concerns
with us. We were able to establish email correspondence with the customer 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 RelationsCustomer Answer
Date: 11/03/2022
I accept the business's response to resolve this complaint.Initial Complaint
Date:10/25/2022
Type:Product IssuesStatus: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 for assistance for a return. I was close to by 60 days for the return policy and was having issues with 1 of the 4 items I has trying to exchange that were all bought together in one order. When I called the representative told me they were having issues with their site and couldn't pull up more order and to call back in a few hours, except this was at 9pm on a weeknight, I told her I couldn't call back that night. She told me that she notated my account and that since I tried calling before the 60-day window someone would see that, and I could still make my return. I called back a few days later and the new rep I got told me that she couldn't help me because the order was now past the 60 days. The rep said there was absolutely nothing that they could do, that I would have to keep my clothes or drive to the nearest Express (since they closed all the brick-and-mortar store close to me the nearest one is 60 minutes away) and they "might" except my return. She told me that since the other items were not in their warehouse by the 60 days that they would be returned to me, even if they were postmarked before the 60 days. I ended up not sending them in the mail since she told me that they would be returned, and I was hoping to have all the items sent back at once. I was told on 2 separate calls that someone from "Corporate" would reach out to me, but I have not hear back. All the items I wanted to exchange for a different size are all still available on their website. What am I going to do with $100'a of dollars' worth of close that don't fit. Express customer service is terrible and not helpful, I can't believe a company I loved for years treats their loyal customers like this. Especially since they closed so many of their stores.Business Response
Date: 10/26/2022
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, October 26th 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 RelationsCustomer Answer
Date: 10/26/2022
I am rejecting this response because: we have not touched base yet. I replied by email but haven't had a response. I called the phone number back that they provided me when I got out of work but after being on hold for 15 minutes I was informed that I will need to call back again tomorrow before 5pm on that number and they can transfer me to corporate.Business Response
Date: 10/27/2022
To Whom It May Concern,
Thank you for sharing this customer's additional concerns
with us. We were able to establish email correspondence with the customer 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 RelationsInitial Complaint
Date:10/11/2022
Type:Product IssuesStatus: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 back items from order EXPR***********. Items were delivered back to express on September 20th and a refund was processed on the 26th. I never received my refund and when I call express they assure me I will get it. I was told by express to give until the 10th, still no money back. PayPal is now telling me that express has refused my refund. This is fraudulent and now had to file a fraud dispute with my credit card company. I am asking for $101.33, for items that I sent Back to this company. This is completely unacceptable and someone is lying to me.Business Response
Date: 10/12/2022
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, October 12, 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 RelationsInitial Complaint
Date:09/27/2022
Type:Delivery IssuesStatus: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.
Company frequently falsely advertises items as in stock on their website. When you reach out asking why your item hasn’t shipped, they provide more false information stating the item is on backorder, yet can’t provide a backorder date. They tell you they can’t provide a date but that they “receive inventory every day”. This means the item is neither in stock nor on backorder, they’re betting on someone to return the item so they can send you a USED item.
My order was randomly cancelled with ZERO explanation, further evidence that it was NEVER on “backorder”, and I was promised in writing a price match on another item. I placed another order and sent them the order number LIKE THEY TOLD ME TO and they REFUSED TO PRICE MATCH EVEN THOUGH THEY TOLD ME THEY WOULD IN WRITING.
They had the audacity to tell me they don’t need to because the item is “cheap enough”. This is called FRAUD, and a SCAM. I would NOT have made another purchase had I not been PROMISED A PRICE MATCH IN WRITING.
After NUMEROUS requests to price match PER THEIR PROMISE, they decided to send me an item at FULL PRICE and price match another “BACKORDERED” item that I will NEVER RECEIVE.
I have sent NUMEROUS requests to CANCEL AND REFUND MY ENTIRE ORDER AND THEY HAVE IGNORED ALL REQUESTS. This company is a MASSIVE SCAM and needs to be put out of business.
Business Response
Date: 09/27/2022
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, September 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 have
provided a full refund.
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 RelationsInitial Complaint
Date:08/09/2022
Type:Customer Service IssuesStatus: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.
False Advertising
I was checking my Express gift card balance. After I typed in the numbers it kept telling me invalid numbers, so I instant messaged an Express rep. She looked up those numbers and said my card had been deactivated since 2/8/20. She said if the card isn't used in a year it deactivates. She told me my card was last used 12/11/19. #1. December 2019 to February 2020 is two months, not a year, so how is it deactivated? #2. Gift cards don't expire and the back of their gift cards clearly states this. It does not mention anything about expiring in a year of not used. I lost money on this card. Not sure legally how they can do this. I would like this card reactivated with whatever money I had left on it and for them to not false advertise so this doesn't happen to others.Business Response
Date: 08/11/2022
Dear BBB,
Thank you for contacting us. We had the opportunity to speak with the customer today, August 11, 2022 to discuss the matter. We explained Express Gift Cards do not expire and the $50 issued to the Gift Card was successfully redeemed in full across two transactions, One at an Express Retail store for $23.34 on 12/3/2019 and the other online at Express.com for $26.66 on 12/11/2019. Additionally, once an Express Gift Card is at a zero-balance for more than 30 days it is systematically deactivated for inactivity. The customer was satisfied with the explanation and 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 ExperienceInitial Complaint
Date:08/06/2022
Type:Customer Service IssuesStatus: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.
Very disappointed and frustrated. I had a $20 reward that I wanted to use in store a few days ago. I didn’t really like anything besides one thing and they of course did not have my size. I asked an employee to see if there were any in the back to which she responded “this is out of season and we don’t have any in the back and we won’t be getting more in stock. I went to the mall today with my friend and we went into express. I double checked the sizes and miraculously within two days they had plenty of other sizes including my size. And miraculously I now don’t have a $20 reward. Annoyed that if someone would have just checked for me the day I asked I would have been able to utilize it. Now all of a sudden that it’s expired there’s more sizes??? I ended up buying the item I wanted because there was only one left… but still annoyed I couldn’t use my reward. I would like a $20 refund because if they would have actually looked for them a few days ago when I was there and asked I could have utilized it. Will submit receipt upon acknowledgment and response.Business Response
Date: 08/09/2022
To Whom It May Concern,
Thank you for sharing this customer's additional
concern with us. We’ve reached out to the customer and have satisfied the request
and welcomed the customer to contact us with any additional insight about her
experience. 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 ExperienceInitial Complaint
Date:08/02/2022
Type:Delivery IssuesStatus: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.
Summer of 2021, I believe in august I placed an order from express that was set to arrive on a Saturday via UPS. I recall being home all day that day to accept my package as my regular ups driver does not leave my packages outside if I am not home. The package never came. I chatted with an individual named **** via the customer service chat on a the express app where he stated that he would escalate the situation to a higher up for a resolution. I have yet to here back from ANYONE. I filed a complaint with ups as well and have to to hear back from them as well. I would also like to add that **** lacked customer service as he was unapologetic once I expressed how upsetting it was to not receive my order especially since I was to start a new job and all the clothing that was ordered was for the new job. On top of never receiving my order I had to go out and rebuy new clothing in order to be able to start my new job. Order number expr*********ct. The order was payed for using Klarna. There is an unsettled amount owed to Klarna as I did not find it fair to have to keep making payments on clothing that was not received!!Business Response
Date: 08/03/2022
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, August 3,
2022 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 RelationsInitial Complaint
Date:07/21/2022
Type:Product IssuesStatus: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 attempted to return their wet third party market dress which i thought i was ordering from express and express still has not sent me a return label for their garbage i am very annoyed with themBusiness Response
Date: 07/22/2022
To Whom It May Concern,
Thank you for sharing this customer's concern
with us. We attempted to reach out to this customer on Friday, July 22nd 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
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