Business Profile

Clothing

Express

This 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.

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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:01/10/2025
Type:Sales and Advertising 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 purchased an item online that was on sale for $99 however, a few days later it came up on another sale for $79. I contacted customer service, but they informed me that their policy is that they can only provide a refund for the difference if the item was not on sale. I, however, would still like to request to receive the refund for the difference since I couldve purchased the item for less not long after the original purchase.
Business Response
Date: 01/17/2025
Dear BBB,

Thank you for sharing the customer's feedback with us. We understand that the customer is disappointed with our decision not to honor a price adjustment. However, our policy prohibits price adjustments on previous purchases made during a storewide sale or involving specially priced items, clearance, or final sale merchandise. These exclusions and other Terms and Conditions are available for reference on our website.

This decision is final and we consider the matter closed.

Sincerely,
Express Customer Experience
Initial Complaint
Date:01/07/2025
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 received a text message from my credit card company alerting me of a purchase made on **************************. I did not place this order, my express account was hacked. I contacted express through chat and was told they could not cancel the order for me as it was processing and to call their customer service department instead. I called and reported the fraud and was placed on hold for several minutes. When the representative came back she said it was already flagged in their system as fraud but they would still be shipping it, even though they know its fraud. She wanted me to contact the shipping company and request it be returned to the shipper. I told her they are making me do a lot of work to correct their mistake. She did not care and offered no other solution. I live in *****, my billing address is *****, and every order I have ever placed has been shipped to my billing address in *****. This order is being shipped to *****, why doesnt express require additional verification before allowing an order like this to go through? And then they want to place the burden on the consumer who is the victim of fraud? I will never do business with this company again, they couldnt care less about customer service or making their site more secure!
Business Response
Date: 01/09/2025
Dear BBB,
Thank you for sharing the customer's feedback with us. ********************** places the highest priority on customer trust and privacy. We work diligently to prevent such issues from occurring, and we regret to hear of the customer's experience. As the customer mentioned, we informed her that ********************** allows a very short window to cancel any order, even those reported as fraudulent. While we have taken note of her feedback, we regret that we are unable to provide further assistance in this matter. Any fraudulent charges must be disputed with the customer's financial institution, as they are responsible for investigating the fraud and reaching a resolution.
Sincerely,
Express Customer Experience
Customer Answer
Date: 01/09/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22778804

I am rejecting this response because:
The business offers no apology or concern for the way they are treating a former loyal customer. I understand fraud happens, but Express clearly cares more about trying to get a sale at any means and helping the scammer rather than the customer. I am concerned this is happening frequently at Express and they are hoping customers dont notice so they can get the sale. They are failing to properly verify transactions and then placing the burden on the customers and credit card companies. I was on their a list tier and a member of their mvr community but there are plenty of other places to shop. An apology would have gone a long way but clearly they just dont care. I do plan to make a post in the mvr community as well to let other customers know. I hope this is posted on the website so others can see the lack of empathy from the business.

Regards,

***** **********
Initial Complaint
Date:01/01/2025
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 parents bought my husband a Christmas gift (order EXPR1908528836CT). On January 1, 2025 (one week after receiving the gift) we went to the store to try to exchange for a larger size. The associate at the **********, ** location would not allow an exchange or a store credit, saying the purchase was made more than 30 days ago. This is unacceptable, especially around the holidays. This was a gift. Now we have clothing that does not fit. I will not shop at Express if this is how they conduct business.
Business Response
Date: 01/06/2025
Dear BBB,

Thank you for bringing the customer's concerns to our attention. We have already reached out to the customer via email on January 2, 2025, with a resolution to address their concerns. However, we have not received a response from them yet. We kindly request the customer to respond to us at their earliest convenience so we can further assist them.

If you have any additional questions or concerns, please do not hesitate to contact us.

Sincerely,
EXPRESS Customer Experience
Customer Answer
Date: 01/06/2025
[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:12/30/2024
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.
Today Dec 30 I tried returning a shirt I bought to the express store I was told at the store I could not return said item I went home and called express and was told I could return the item to store after trip #2 to store I called express again and was told I can return to store just not the store in our mall here in ******* or I can mail the item and pay 6.99 shipping why would I pay to ship if I can return directly to store for free now Im being told that my only option is to pay the shipping fee I paid shipping to get the product
Business Response
Date: 01/06/2025
Dear BBB,

Thank you for bringing the customer's concerns to our attention. We have already reached out to the customer via email on January 2, 2025, with a resolution to address their concerns. However, we have not received a response from them yet. We kindly request the customer to respond to us at their earliest convenience so we can further assist them.

If you have any additional questions or concerns, please do not hesitate to contact us.

Sincerely,
EXPRESS Customer Experience
Initial Complaint
Date:12/27/2024
Type:Sales and Advertising 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 2 coupons that were mailed to me from Express that say "Stack the savings with other store and site offers." I also received an email stating I have $5 in Express Cash. I started an online chat with ******* in which I asked about the coupons. Via chat I was told "As per the Express policy, only one coupon can be added to the order, stackable in the coupon description refers to it can be staked with site-wide sales and promotions." Then I asked ******* about the coupon I received in my email this afternoon for $5 Express Cash. I was told "Upon checking, the $5 Express Cash is expired on 12/24/2024 11:59:59 PM". I think the way coupons disclaimer made it look like the 3 coupons "were stackable". I received $5 in Express Cash in my email as of today, but it was not in my account. Both advertisements were very misleading. I spent an hour shopping on the Express website, figuring out what I wanted to buy. I put 3 items in my cart, two were $29 sweaters and the other, a $29 pair of jeans. It was when I went to pay for the items in my cart that I found out the Express Cash was not there. I also found out I could only use one promo code at a time. I have been a loyal customer of ********************** for years since I was a teenager. I also shop on a budget. I never would have shopped unless I knew these coupons and promo code would work. I will upload a picture of the coupons that were mailed to me by Express as well as snips of the chat with *******.
Business Response
Date: 01/02/2025
Dear BBB,

Thank you for contacting Express. We communicated with the customer today, January 2, 2025, to address the issue. We provided a resolution, and the customer has agreed to it. We will continue working with the customer directly.
If you or the customer have any further questions or concerns, please feel free to contact us.

Sincerely,

EXPRESS Customer Experience
Customer Answer
Date: 01/23/2025
I was trying to email the company to let them know the sweater I got is too big. They have not responded and its been over a week. I cant exchange the sweater because its no longer in stock. I need advise on what to do.
Business Response
Date: 02/06/2025
Dear BBB,

Thank you for sending us this customer's feedback. Our team reached out to her today, February 6, 2025, via email to see how we can provide additional assistance. We look forward to hearing back from her.

Sincerely,
Express Customer Experience
Customer Answer
Date: 02/06/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22737860

I am rejecting this response because:
I havent heard anything from express. I have been emailing, but I havent heard anything . I would like to know if the sweater that I got can be either exchanged For another size or find something else that I want.
Regards,

***** ******
Business Response
Date: 02/10/2025
Dear BBB,

Thank you again for your assistance with this matter. We were able to communicate with the customer by phone on Friday, February 7, 2025. In keeping with our return and exchange policies, we provided the customer with available options. We then verified that the customer understood the process and consider the matter resolved.

Sincerely,
Express Customer Experience
Customer Answer
Date: 02/19/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22737860

I am rejecting this response because:
There is nothing left to say.
Regards,

***** ******
Initial Complaint
Date:12/17/2024
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.
Package received missing contents. Express.refused to help and told me to file a claim with ****. When I went to do that I found out the didn't ship the package with any insurance and they still refuse to help me.
Business Response
Date: 12/20/2024
Dear BBB,

Thank you for sharing the customer's feedback with us. While we are disappointed to hear about the delivery issues she has encountered with her order, we regret to inform you that we are unable to assist in resolving this matter. We recommend that the customer continue working with *** through their claims process for a resolution. Furthermore, please note that Express does not provide 'signature delivery' services, and the customer is aware of this fact from her previous orders with us. If she decides to place future orders with us, we encourage her to contact the designated carrier directly to explore any value-added service options they may offer for a successful delivery or pick up.

Sincerely,
Express Customer Experience
Initial Complaint
Date:12/07/2024
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.
On 12/1/24 I purchased 557.04 worth of merchandise from Express. My order was shipped into 2 separate packages. I received the first package on 12/4/24 which was delivered by FedEx. See attached picture. My front door is grey! The second package was shipped through UPS which was delivered to the incorrect address. The picture is of a totally different home. If you google my address it shows my home is Grey not tan with brick. I contacted UPS and opened a case. UPS closed my case without investigating FALSELY STATING they were not able to reach me. LIES!!!! I received an email fromUPS which I replied back to. I contacted Express customer service who advised me to contact UPS. UPS advised me to contact Express. As of today I’m still missing the package that’s worth 504.22. Per Ivan the rep I spoke to at CommenityBank the issuer of the store card for Express)… because the package was spilt into 2 shipments the card was charged Per each shipment (first shipment was 52.82 and second shipment was 504.22 totaling 557.04) I had an issue with this store back in 2023 when paying my store card off. They advised they didn’t receive the payment BUT the check cleared my bank and they were still trying to bill me late fees…. At that time I should have closed the account and disassociated myself with the retailer. I’m requesting a refund of 504.22 for the undelivered merchandise. Please see photos attached of incorrect address delivery.
Business Response
Date: 12/18/2024
Dear BBB,
Thank you for bringing the customer's feedback to our attention. While we are disappointed to hear about the delivery issues she has encountered with her order, we regret to inform you that we are unable to assist in resolving this matter. As the customer has already filed a claim with UPS, they are the appropriate party to handle this issue. We suggest that the customer continue working with them to reach a resolution.
Sincerely,
Express Customer Experience
Customer Answer
Date: 12/18/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22655711

I am rejecting this response because:
I PAID Express for the merchandise. They chose to ship the merchandise with UPS. I will not pay for goods I have NOT received. For the merchant to disregard any accountability for this matter unacceptable!!!! Express should be in touch with UPS NOT ME!!!

****** *******
Initial Complaint
Date:12/07/2024
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 woke up this morning to an email confirmation dated 12/7/2024 0318 hours, thanking me for my order at **************************. I did not place this order--it was placed to ship to a bodega in the ***** using Overnight delivery for two items (multiple quantities of each) for an order total of $178. I contacted Express customer service via telephone at 0902 hours and spoke with a representative and supervisor, who claimed they were unable to alter the order in any way because it had moved to "Processing" status. They offered two solutions--contact the shipper to redirect the package or dispute the charge with my bank. There are issues with each of these "solutions;" a shipper will not, due to security/fraud reasons, change a shipping address at the request of the customer. Only the shipper (retailer) can do this. Second, my "bank" is my Express Credit Card through ************** I feel that all of these red flags about this order--the timing, the quantities, shipping address and method, etc. should have flagged a fraud alert in Express's system that would either deny the order or require additional information for processing. I did not receive any additional emails or texts serving as 2FA, so this order quickly went through Express's system without issue. By not preventing fraud or helping customers who are victims of fraud, ********************** is contributing to a greater problem happening here locally and across the country. I plan to attempt to contact the carrier (I don't expect success with this, as you cannot speak with a human for the major carriers) and ************* when the charge fully posts, and hope there are other means for BBB to assist as the Express phone, chat, and X (*******) representatives provided no reasonable solutions for a customer affected by fraud. If left unchecked, this will continue to happen to others who may not pay as close attention to their accounts as I do. Changing passwords AFTER an event happens does not fix what has already been done.
Business Response
Date: 12/12/2024
Dear BBB,

Thank you for sharing the customer's feedback with us. ********************** places the highest priority on customer trust and privacy. We work diligently to prevent such issues from occurring, and we regret to hear of the customer's experience. As the customer mentioned, we informed her that ********************** allows a very short window to cancel any order, even those reported as fraudulent. While we have taken note of her feedback, we regret that we are unable to provide further assistance in this matter. Any fraudulent charges must be disputed with the customer's financial institution, as they are responsible for investigating the fraud and reaching a resolution. While we understand that sharing our intentions and apologies may not completely resolve the customer's frustration, we hope that it does help restore her confidence in our commitment to her and all our customers.

Sincerely,
Express Customer Experience
Customer Answer
Date: 12/14/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22654132

I am rejecting this response because: [If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22654132

I am rejecting this response because: Zero safeguards against fraud, zero willingness to assist a customer when fraud has been detected, and zero meaningful solutions for resolution and customer satisfaction? Thats unacceptable. I have been a loyal Express customer since I got my first job out of college in 2012, and use my store credit card to make purchases. None of this was factored into any of the service (well, lack thereof) that I have received, and I do not accept the response of Sorry, but nothing we can do. Express, as a retailer, has a responsibility to protect its customers, and I have not seen any attempts at this throughout this experience.

I spent many hours of my own time attempting to resolve this issue. During this process, I created a *** My Choice account, added the Bronx shipping address to my profile, and was able to pay $5.99 to redirect the package from the fraudulent address (a bodega in *****, **) to a *** store local to me. I believe, at the very least, Express should issue a physical check for $5.99 to cover this cost. Its literally the least they can do to remedy the situation because the amount of time I spent working the issue on my own is worth far more than $5.99. $5.99 is also a lot less money than Express would lose if I ended up filing a credit card chargeback with Comenity (again, Expresss very own store card) to dispute the fraud. Proof of the pickup process, as well as a snapshot of the $5.99 charge on my credit card, are attached to my response.

I initiated a return on **************************, and will be dropping the package off at the same *** store I picked it up atagain, more work than a customer affected by fraud at the hands of Express should have to do. I am receiving a full refund for the items ordered fraudulently on my account.

Not knowing exactly what personal information the fraudster has is unsettling, and I feel violated. I have done everything as a consumer to protect myself in the future, including freezing all three of my credit reports, obtaining and reviewing copies of my credit reports, and changing passwords for my email address, ************************** account, and Comenity ********************** card account, and at this point I expect a better resolution from Express.

Regards,

***** **********
Initial Complaint
Date:12/06/2024
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.
On 11/18, I placed order **************** for 3 items, one pair of short and 2 peacoats. I received 3 separate emails stating that the items had shipped, however all 3 emails listed the same tracking number. This package was delivered on 11/19 and only included the pair of shorts. I gave it a week hoping it would show up eventually but they never did.

I reached out via live chat on 12/1 regarding my missing items only to be told they had been shipped separately and had been delivered by ***** on 11/23. I emphasized that they have never provided these tracking numbers to me but they insisted I file the claim with *****, nothing else they could do to help. That ***** had provided proof of delivery, even though I didn't even know they were delivered until a week later.

I reached out to ***** who said they wouldn't be able to help me. That the merchant would need to file a claim for any type of monetary compensation. I called in on 12/6 to try and speak some sense into someone but instead they told me to dispute it with my credit card company. This is ridiculous. How can you ship a package and then not provide the tracking number, but say you're off the hook since there's proof of delivery. $80, gone. POOF.,
Business Response
Date: 12/17/2024
Dear BBB,

Thank you for communicating the customer's feedback to us. We contacted the customer on December 12, 2024, by email to address their concerns. The customer accepted our resolution, and we consider the matter closed.

If you or the customer have further questions, please contact us.

Sincerely,
Express Customer Experience
Customer Answer
Date: 12/17/2024
I accept the business's response to resolve this complaint.

Regards,

****** *****
Initial Complaint
Date:12/06/2024
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.
Do NOT waste your time or hard earned money with this establishment or the company as a whole. I shopped there for the first time in a few years now and purchased two body suits, I wore one of them exactly one time and washed it and it fit perfectly before the wash and after it shrank drastically and no longer fit. ***** ****** at ************** told me he would not accept it since it was worn and washed. I asked to speak with someone else and this woman barked at me before i could even explain what happened and why I was returning a defective item. I told ***** i wanted her name as well and he refused to give it to me. In no version of reality is a first name "personably identifiable information." Still he refused and told me to come back the next day to try my luck with a different manager who later I found out wouldnt even be there the next day. he told me to call customer service so i did. ********, the first rep said that she would work with the store so i tried to hand my phone to this woman to speak with them and she literally said "eww i dont want to touch that" so i put it on speaker, she couldnt hear so she handed it to ***** who hung up on the representative. I spoke with another representative, *******, who was entirely incompetant. He couldnt even explain his companies policy when I was actively reading to him. after awhile he just got frustrated at his own incompetency that he hung up on me. Then I called twice todaqy and both times asked for a member of upper management to resolve getttingt my money back for a defective, unusable product and on both calls, the "supervisors" claimed they were upper management only to prove that they were not. I was hung up on multiple times and I was never called back, not even once by one person. The store is still refusing to answer their phone and customer service is saying they cant do anything without speaking to the store. This is behavior and treatment of consumers and their money is deplorable. Refund my $.
Business Response
Date: 12/17/2024
Dear BBB,

Thank you for bringing this customer's feedback to our attention. We value all feedback as it helps us improve our services. We have made multiple attempts to reach out to the customer through email and phone, but unfortunately, we have not received a response. To resolve this issue, we issued a refund of $42.62 on December 6, 2024. The customer should expect the refund to be reflected on their credit card within 7-10 business days from this date. We hope this solution meets the customer's satisfaction, and they are welcome to reach out to us if they have any further questions or concerns.

Sincerely,
Express Customer Experience
Customer Answer
Date: 12/26/2024
[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,

******* ****

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Express is NOT a BBB Accredited Business.