Clothing
ExpressThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Clothing.
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:02/23/2025
Type:Service or Repair 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 months ago, returned on the beginning of January, I used the express credit card. They took all the money despite I have paid the minimum since I had returned all items, express confirms items were received. My money was never refunded. Its been 2 months almost. This is my left attempt before I sue this company, look the screenshot from the credit card bill. They offer a $50 dollar credit instead of refunding my money. The card is closed I have no refund at all, nor I want a credit. I want my money back which is my right as a consumer, I returned and it was intact.Business Response
Date: 02/27/2025
Dear BBB,
Thank you for bringing the customer's concerns to our attention. We reached out to the customer via email on February 26, 2025, with a resolution to address her concerns. Unfortunately, we have not yet received an acknowledgement from the customer. We kindly request that the customer respond to us at their earliest convenience if there are any further questions or concerns.
Sincerely,
EXPRESS Customer ExperienceInitial Complaint
Date:02/20/2025
Type:Delivery 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 placed order EXPR1918148785CT and received an email that my items shipped on 2/1/25. When I using the tracking information a couple days later to track the package, the tracking information says "The delivery date will be provided as soon as possible. The delivery date will be updated when *** takes possession of the package.". This has not changed since the package was supposed to ship. When I contacted ****** customer service at the end of the week about this, I was told to wait until 2/11/25. So I waited, and in the meantime contacted *** to see if they could give me updated information. I was told they never received the package. On 2/1/25, I contacted Express **************** and after going back & forth was told I now needed to wait until 2/19/25 because it can take up to 13 business days from the shipping date. I contacted Express on 2/19/25 and was told I could get one item that was still in stock shipped to me as a replacement, and a refund for the other items, when I finally accepted this offer, I was then told that I needed to wait until the end of the day 2/19/25 and to contact them again. I contacted them again today (2/20/25) and was told that I needed to wait until 2/21/25 to get replacement items and/or a refund. They are now telling me that it is 13 business days from the shipping date, but they're adding in 2 days because 2/17/25 was a holiday. They're not acknowledging that *** has stated that they never received the package. I feel like if *** never received the package, I shouldn't have to wait any amount of shipping days because there is no package to be shipped. I'd like a refund for my order.Business Response
Date: 02/24/2025
Dear BBB,
Thank you for bringing the customer's concerns to our attention. We reached out to the customer on February 21, 2025, via email, with a resolution to address their concerns. However, we have not yet received an acknowledgment from the customer. We kindly request that the customer respond to us at their earliest convenience if there are any further questions or concerns.
Sincerely,
EXPRESS Customer ExperienceCustomer Answer
Date: 02/24/2025
[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:02/03/2025
Type:Sales and Advertising 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.
Hi, My name is ***** ******-********, and I am filing a complaint against Express regarding my recent experience with their rewards program and customer service. As a loyal ********************** credit card holder and frequent shopper, I was shocked to discover that my rewards points were used in locations I have never visited, including *****, *******, and ***********. I only shop online at ************************** and have never made in-store purchases or returns in those states.Issue Summary:On February 3, 2025, I noticed unauthorized activity involving my Express rewards points. Concerned that my account had been compromised, I immediately contacted Express customer service via chat to report the issue and request an investigation.Customer Service Experience:During my chat session, I provided screenshots and repeatedly requested a review of my account activity. However, I was met with scripted responses stating that my rewards had simply expired and that my account was not compromised. The representative, Soma ******** ****** Kuna, failed to acknowledge my concerns about unauthorized use in states I have never been to.Despite my persistence, I was denied any resolution and was informed that escalation was only possible via phonean option I explicitly stated was not my preferred method of communication. After nearly an hour in chat, my request for a coupon or compensation for the inconvenience was also denied, further highlighting Expresss lack of concern for customer loyalty.Business Response
Date: 02/04/2025
Dear BBB,
We appreciate your inquiry regarding this matter. On February 4, 2025, our team emailed the customer with a comprehensive explanation of her order and Insider account activity. As a courtesy, we also provided a $40 one-time Express Cash replacement. We havent received a response yet. If you or the customer has additional questions or concerns, please dont hesitate to get in touch.
Sincerely,
EXPRESS Customer ExperienceCustomer Answer
Date: 02/05/2025
[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:01/27/2025
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.
I am writing to formally file a complaint against Express, Inc., regarding their inadequate handling of an issue with an online order I placed on January 26, 2025. Despite my efforts to resolve the problem promptly, I have encountered unprofessional and unhelpful responses from multiple customer service representatives, leaving me dissatisfied and seeking your assistance to address the matter. Upon placing my order, I discovered that the shipping address was automatically changed to an outdated address. This error was made by Express's system, not by me. Immediately after placing the order, I attempted to contact customer service, but no representatives were available. As there was no option online to change the delivery address after the order was placed, I waited until the next morning to call. The first representative I spoke to was dismissive, stating, Nothing can be done; it will go to that address. If we get it back, we will ship it to you. This response was unacceptable, especially as I paid $20 for overnight shipping and now have to wait indefinitely for my order. Unsatisfied, I called again and spoke with another representative who rudely advised me to contact the shipping carrier to update the address. However, when I contacted the carrier, they informed me that the package had not even been shipped yet and that only Express could make changes to the order. Seeking further help, I initiated a chat with another customer service operator. While they attempted to assist me, they ultimately repeated the same unhelpful response. When I requested the companys business address to escalate my complaint, the operator refused to provide it, which I believe was both unprofessional and unreasonable.This experience has been frustrating and unacceptable. I paid for overnight shipping and acted immediately to correct the issue, yet Express failed to provide adequate support to resolve the matter.Business Response
Date: 02/04/2025
Dear BBB,
Thank you for contacting us. On January 29, 2025, our team successfully communicated with the customer to address the issue and provide a resolution.
Please dont hesitate to contact us if you or the customer have any further questions or concerns.
Sincerely,
EXPRESS Customer ExperienceInitial Complaint
Date:01/27/2025
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.
I am writing to file a complaint regarding my recent online order with Express Clothing Store, which totaled $463.69. The order was placed on January 18, 2025. I used two valid coupons for $75 off purchases of $200 or more. These coupons were valid for online and in-store purchases from December 30, 2024, to February 1, 2025. The promo codes I used were:Online code: **************** (in-store equivalent: 2388)Online code: **************** (in-store equivalent: 2388)Per instructions from the Express customer service chat representative, I combined the two purchases into one transaction to ensure I received $75 off twice, as both codes should have been applied to the eligible items in my order. However, after placing the order, the coupon discounts unexpectedly fell off and were not applied to my final total.When I reached out to Express customer service for assistance, they stated there was nothing they could do to resolve the issue. This response is both frustrating and unacceptable, as I followed the instructions provided by their own representative and the terms of the promotion.I am seeking a refund of $150 to reflect the two $75 discounts that should have been applied to my order in accordance with the promotion. My order number is EXPR1920928068CT.Please let me know how this matter can be resolved so that the promotion is honored as advertised. I appreciate your time and attention to this issue.Thank you,******* ******* ******************** ************Business Response
Date: 02/06/2025
Dear BBB,
Thank you for bringing the customer's feedback to our attention. At **********************, we take customer satisfaction very seriously and we are always open to improving our services. However, we would like to clarify that per our Terms and Conditions for coupons, we do not allow multiple promotional codes to be applied to one order. Furthermore, coupons are not applicable on Insta priced items, clearance, final sale, or previous purchases. Other exclusions may also apply which can be found directly on the coupon or **************************. We understand her disappointment, but we must stand by our policy and cannot make an exception.
Sincerely,
Express Customer ExperienceInitial Complaint
Date:01/24/2025
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.
I placed the order EXPR1915862872CT ON December 14th 2024 for a total of $476.14. The items were all going to ship separately with different respective *** tracking numbers. I was initially missing SEVEN(7) items total and I contacted Express support numerous amount of times. The first was on December 31st with chat reference number ********. They told me to wait a week more and I did; after which I contacted again on January 6th, 2025 with chat reference number ********. On January 8th 4:13 PM, I received an email that TWO(2) of the missing SEVEN(7) items will ship, which I did receive on January 13th (they gave this a order reference number of X144499098. Now as of January 24th, 2025 - FORTY ONE(41) days has passed and I am still missing FIVE(5) items which is a total of $120.10. The missing items are the following: White Marbled Beaded Bracelet $5.54 , **************** On Everyday Performance Hybrid Loafers $32.65, Slim Light Blue Cotton-blend Drawstring Suit Pant $27.12, Stripe Tipped Cotton-blend Sweater Polo $11.07, AND Genuine Leather Tassel Loafer $43.72. I used my Express credit card for this and that payment was taken from my bank account on January ********. A payment was taken but I have not received those FIVE(5) items. I would like to (1) get my refund and (2) get my items shipped. I have faced tremendous headache as I reached their support numerous times to which they did not really help. This ruined Christmas for me and I will never get that back. So for the emotional turmoil Express put me through, I would like a detailed written apology on their end since I have been a loyal A-list customer to them since about ********************************************************************************* ever. Thank you BBB for your help!Business Response
Date: 01/29/2025
Dear BBB,
Thank you for bringing this matter to our attention. We have already reached out to the customer to address their concern and have also sent an email confirmation. However, we have not yet received an acknowledgment from them.
Sincerely,
Express Customer Experience
Customer Answer
Date: 01/30/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 22853679
I am rejecting this response because: I have not been issued a credit to my bank account. They said I got refunded but I do not understand how since I used their credit card and the payment was already done a while ago. So wouldn't the money need to be credited to my bank since they already took the full amount from my bank? I do not want an in store credit, I want the money back to my bank account.
Regards,
******* *****Business Response
Date: 02/19/2025
Dear BBB,
Thank you again for reaching out to us. After reevaluating the situation, we discovered that our initial $120.45 refund submission did not go through successfully. We took immediate action and resubmitted the refund yesterday, February 18, 2025. We also sent an email to the customer to inform them of the expected timeframe for the refund to appear on their credit card. We apologize for any inconvenience this may have caused and assure you that we are committed to resolving this issue for the customer. If there are any further inquiries or concerns, please do not hesitate to let us know. Our team is always here to assist.
Sincerely,
Express Customer ExperienceCustomer Answer
Date: 02/26/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 22853679
I am rejecting this response because: I do not understand what they mean by refunding to the credit card. I had a bill that was due, which I paid (using my Express credit card) and they never sent my items. If the bill is already paid and I am owed my money which by the way is an on going issue since December - IT HAS BEEN TWO MONTHS!!!!!!! - then how will a credit go back to the Express credit card. I am very much confused. So they want me to have a negative balance on my Express credit to force me to make another purchase with them? During which I will be able to use this so called credit? Most certainly not! Please have them refund to my bank account. This is getting out of hand now on their end, this is pure negligence and they are doing nothing to even apologize and make this right by me.
Regards,
******* *****Business Response
Date: 03/05/2025
Dear BBB,
Thank you again for reaching out to us regarding this matter. We understand the importance of addressing customer concerns and we have taken all necessary actions on our end. However, should the customer have any further questions or concerns regarding their Express Credit Card account, we kindly request that they contact ************* directly. With that being said, we consider this case to be resolved and closed.
Sincerely,
Express Customer ExperienceInitial Complaint
Date:01/24/2025
Type:Delivery 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 12/29/24, I made an order on **************************. On 01/06/24 they sent and email that it was delivered. I sent an email that I did not receive the package. No one replied, I called and told them I did not receive the package. They said I should file a claimwith *** as they have an image that it was delivered. I advised them, that was not my door. I tried to file a dispute with ***, they said they did not do the delivery I should contact ****. I tried filing a claim on ****, the tracking number they provided me, could not be found. I informed Express, they continue to tell me to file a claim. So I filed dispute with my bank. It was denied as express said the purchase was valid. I contacted them again and send the screenshots from *** and **** and they continue to tell me to file a claim with ***. I am not sure what to do, as to date I have not received my package and cannot get my money back.Business Response
Date: 02/25/2025
Dear BBB,
Thank you for contacting us. We appreciate your efforts in bringing this matter to our attention.
After conducting a thorough investigation, we were able to resolve the issue with the customer on January 26, 2025. We reshipped her order which was successfully delivered according to *********** on February 5, 2025.
We value our customers and their satisfaction is of utmost importance to us. If the customer has any additional questions or concerns, we encourage her to reach out to us directly for assistance.
Sincerely,
Express Customer ExperienceCustomer Answer
Date: 02/28/2025
[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. Package resent and received.
Thanks for following through.
Regards,
***** *****Initial Complaint
Date:01/22/2025
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 returned Items purchase December 3rd and 18 and returned the items that were not fit or didnt look up to PAR. I kept 4 items(V-neck puff sleeve poplin dress, 21/2cotton blend trunk, high waisted knit side wide leg pants and v-neck sleeveless twist front wide leg jumpsuit). And I return all the other items in the big box they came and I did the return label online and only two items were included I didnt not have time to include the other items and I put all of them together in one box. The items were received on 12/27/24 and I kept calling because they never credited the items till I called January the 12 or 13th and they say they dont have the other items just because a label was not created. This was just a shipping label and *** would not know which item I had created the label for on **************************. I went to *** and they told me that express need to create a loss claim on their end. I should not be responsible for items I send and was received, just like they had the other 2 items that were in the same box. I need all items that were returned to be refunded. I made a payment of $139 and I should have a credit refund on the account and I should not owe anything. Order number are EXPR1911970625ct and EXPR1911961951ctBusiness Response
Date: 01/28/2025
Dear BBB,
Thank you for bringing the customers concerns to our attention. We reached out to the customer via email on January 24, 2025, and processed the refund after confirming the return was received. However, we have not yet received an acknowledgment from the customer.
Sincerely,
********************** Customer ExperienceCustomer Answer
Date: 01/28/2025
[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.
They did refund me after numerous phone calls and messages send online.
Regards,
****** ******Customer Answer
Date: 04/10/2025
BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint. BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.
We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties.
Problem:
Order placed end of January and mailed on February 2nd and received items after Feb 5th, call March 1st to get a return labeled cause I received duplicate items did not order. They told me it was 30 days already. Advised Item were still in the mail and I did not have them for 30 days and I was not satisfied with all the items ordered. I finally returned 8 from the *********************** that box. Please see photos. I need a refund for the items return. ThanksBusiness Response
Date: 04/14/2025
Dear BBB,
Thank you for reaching out to us. Our policy, as clearly stated on our website, is to accept returns within 30 days of the ship date or in-store purchase date. These and other terms and conditions are posted to ensure customer convenience.
The customer's returned items, which were outside of our policy, were rejected by our ************************** and are now being sent back to the customer via **** The customer should expect delivery to take 7 to 10 business days.
We understand that the customer is disappointed with our decision, but we must adhere to our guidelines, which ensure a fair and consistent customer experience.
Thank you for bringing this matter to our attention.
Sincerely,
Express Customer ExperienceCustomer Answer
Date: 04/14/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 22844480
I am rejecting this response because:The item were mailed February 2nd so March 4th would have made the 30 days and I called before that to get a returned label and it was denied. Items were duplicate of the same size that I didnt order. And I did not received any merchandise back. They Need to refund me. Thanks
Business Response
Date: 04/17/2025
Dear BBB,
Thank you again for contacting us. While we understand the customer is dissatisfied with the outcome, we are unable to assist further. Additionally, we have confirmed through the *** site that the returned items successfully delivered to the customer on April 12, 2025 with a photo proof of delivery attached to the tracking information 1Z869A1W0347127351. If she didnt receive them, we suggest she files a claim with ***. We consider this matter closed.
Sincerely,
Express Customer ExperienceInitial Complaint
Date:01/18/2025
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.
I purchased a gift card online from express. I didn't recieve it. I contacted customer service and they told me to wait 3 weeks. I waited and it still showed as not shipped in their website and i hadnt received it, I contacted them again. Their response was to continue to wait. I asked for tacking numbers and if it had in fact shipped, and they couldn't provide a tracking number or confirm it shipped because it didn't show in their system. So, again I waited. Still didn't recieve it so I contacted them a final time. Again told they cant give me a tracking number or confirm shipment and to wait longer. I told them to cancel the order and they told me they couldn't refund for a gift card and I would have to dispute the payment through my financial institution. Well, I disputed the transaction through ******. Express provided a bogus/invalid *** tracking number and my case was closed in favor of ************************* now I'm out the $100.I also attached a screen shot that I just took showing it still hasn't shipped, along with the first and last chat I had with customer service, ******* response and the *** page with the tracking.Business Response
Date: 01/23/2025
Dear BBB,
Thank you for bringing the customer's concerns to our attention. We have already contacted the customer via email on January 22, 2025, proposing a resolution to address their concerns. Unfortunately, we have not yet received a response from the customer. We kindly request that the customer respond to us at their earliest convenience so that we can further assist them.
Sincerely,
EXPRESS Customer Experience
Initial Complaint
Date:01/15/2025
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.
I am filing a complaint regarding an issue with an order I placed with Express. Although the merchant claims the packages were delivered to my address, I never received them. Additionally, the proof of delivery provided by the carrier ***** in a form of picture is entirely blacked out and, therefore, invalid as evidence of delivery.I opened a case with Express (case number ********) and contacted them multiple times for updates. While they initially agreed to send me a replacement, this never happened, and I have not received any updates regarding their investigation despite my follow-ups.Business Response
Date: 01/28/2025
Dear BBB,
Thank you for forwarding the customer's feedback to us. We understand their frustration regarding our decision not to offer a refund or reshipment. However, once an order is marked as delivered and there is proof of delivery, we require the customer to contact the carrier directly to file a claim. We have attempted to reach out to the customer, but unfortunately, we have been unable to make contact.
At this time, our decision remains final, and we consider the matter closed.
Thank you for your understanding.
Sincerely,
Express Customer ExperienceCustomer Answer
Date: 01/29/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 22814648
I am rejecting Expresss response to my complaint, as they have failed to address the main issues. Despite my multiple attempts to resolve this matter with their customer service, including opening case ********, they have completely ignored the investigation case I initiated with them.
Their response falsely claims that they attempted to contact me and could not reach me, which is untrue. After I filed the BBB complaint, their customer service did reach out with generic answers but avoided addressing the investigation I requested. When I specifically inquired about the investigation, my questions were ignored.
Additionally, Express suggests that I should open an investigation with the carrier ****** However, due to the significant delays caused by Expresss inaction, the window to file an inquiry with *** has now closed. It was Expresss responsibility to handle the carrier investigation within a timely manner, which they first promised me and then failed to do so, leaving me unable to resolve this issue.
Key points of my complaint remain unanswered:
1.Why was my case (********) not properly investigated or updated?
2.Why was I misled into believing a replacement would be issued, only for it not to happen?
3.Why was Express unable to provide valid delivery proof beyond a blacked-out document?
I am requesting either a full refund for the missing packages or a replacement order. Their lack of proper communication and accountability has been deeply frustrating.
Express is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.