We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Clothing

Express

This 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

Find a Location

Express has 61 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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 Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/09/2024

      Type:Product Issues
      Status:
      Resolved
      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 shirts online. When I received the order, instead of two shirts, they had sent me two pairs of jeans. When I reached out to the online chat, they said my only option was to return in store of pay $6.99 to return them online. This was not my mistake. I believe the company is fraudulently shipping incorrect items so they can collet a $6.99 return fee. The customer service agent claimed there was no floor supervisor to escalate the matter to and said I would have to return the incorrect shipment to the store to avoid being charged.

      Business Response

      Date: 11/13/2024

      Dear BBB,

      Thank you for notifying us of the customer's concerns.  We emailed the customer today, November *******, and confirmed that he has received a full refund of $65. The refund should appear on his credit card statement within 10 business days.Additionally, we provided him with an Insider Express Cash as a token of goodwill, which can be applied to a future purchase.

      If there are any additional concerns or questions, please feel free to reach out to us.

      Best regards,

      EXPRESS Customer Experience

      Customer Answer

      Date: 11/14/2024

      [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,

      ********* *******

    • Initial Complaint

      Date:11/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 an online purchase and the items were delivered late, some items didnt fit and one item was defective, I tried to take it back to the store and they denied the return because it passed the 30 day window by 3 days, the store associates and the customer service were very rude and unprofessional and will not do anything to give me a credit then I tried to exchange them and they wanted me to pay full price for the exchange items and only get credit for a portion of what I paid originally. Theyre trying to rob the customers money and they wont even try to give alternatives as a curtsy to the customers

      Business Response

      Date: 11/13/2024

      Dear BBB,

      Thank you for notifying us of the customer's concerns.  On November 12, 2024, we emailed her to address the matter and provide a solution. However, we have not yet received a response.  We encourage her to contact us at her earliest convenience. 

      Sincerely,

      EXPRESS Customer Experience

    • Initial Complaint

      Date:11/04/2024

      Type:Product Issues
      Status:
      Answered
      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 black suite online from Express order #EXPR1895258415CT. The pants did not fit so I returned the outfit using the label provided by express, tracking #1z72x2619011957139. The order was delivered back to express on 10/23, and I haven't received a refund. I have called customer service several times and can't reach anyone who speaks English. I have asked to be transferred to the **, and I am either hung up on or told they do not have the option to transfer. I want a refund for my order.

      Business Response

      Date: 11/13/2024

      Dear BBB,

      Thank you for bringing this matter to our attention. We at Express strive to provide the best service and products to our valued customers, so it is disheartening to hear of any issues with their orders.

      We have thoroughly investigated the matter and have been in communication with the customer. After reviewing the situation, we can confirm that the customer's package was indeed received at our warehouse. However, upon inspection, it was found that the merchandise enclosed did not correspond to her current order. Instead, it was from an order placed on January 4, 2024, in which the customer was already refunded for. As a result, we are unable to issue an additional refund.

      To be refunded, the customer may either return the items from her order placed on October 13, 2024, to the warehouse, or visit a store in person within 30 days of the shipment's date.

      Sincerely,

      Express Customer Experience

      Customer Answer

      Date: 11/14/2024

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

      Complaint: 22510145

      I am rejecting this response because: I have filed a dispute with my credit card company. I returned a black suit, which is what I ordered. 

      Regards,

      ****** *******

    • Initial Complaint

      Date:11/02/2024

      Type:Product Issues
      Status:
      Answered
      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 an order with Express for jeans. The order number is ********************** was the shipper tracking # ************. ***** shows a blank package on a piece of grass as "proof of delivery" and they are considering this proof of delivery. The package doesn't show my name or the shipper. I tried to file a dispute with my bank since ***** and Express won't take responsibility but because there's proof of delivery I'm out the $65.93 and still don't have jeans. My ***** claim #C-167264448. The resolution was ***** told me to contact Express, then my bank. EXPRESS told me to contact ***** then my bank. My bank says there's proof of delivery. I included the picture of the package that DOES NOT show my name, address or any information PROVING this is my package or delivery. It's really frustrating as a consumer not one of the large corporations have to take responsibility, but I do for something I didn't receive?

      Business Response

      Date: 11/13/2024

      Dear BBB,

      Thank you for notifying us of the customer's concerns.  We reached out to her via email on November 12, 2024, to address her concerns and find a solution. However, we have not yet received a response. We ask that she contact us at her earliest convenience.

      Sincerely,

      EXPRESS Customer Experience

    • Initial Complaint

      Date:10/30/2024

      Type:Product Issues
      Status:
      Answered
      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 a huge problem ordering from express last time and now again. I ordered 4 tops and they somehow put express overnight delivery and I never asked to pay 21.00 for 4 items. I reached out to them immediately and they refused to adjust the computer glitch and refund me my items unless there was a problem receiving the items. So I was too get the package two days ago and and all of the items were not there. Four shirts and they send one without packaging and a deodorant stain and no tags. I then checked my credit card today and noticed another pending charge for 101.00 in which I didn't order. Period . I feel that my account was hacked and they feel that because the item has proof of delivery that they are in the clear well if only they listen to the customer and trust the situation at hand.

      Business Response

      Date: 11/01/2024

      Dear BBB,

      Thank you for contacting us regarding this matter.  We value your efforts in ensuring the satisfaction of our customers. After thorough investigation, we have found that the orders in question were fulfilled successfully and indeed shipped to the customer's requested address.   We have advised the customer to dispute any fraudulent charges with her financial institution for any purchases on her credit card that she did not authorize.  If she wishes to return the products, we are more than happy to provide a prepaid mailing label and refund them accordingly. As a good-faith gesture, we have already refunded the expedited shipping fee which will be posted to her credit card within 3-5 business days.  However, despite our efforts, the customer has declined further communication and assistance from us. Therefore, we consider this matter to be closed at this time. 

      Sincerely,
      Express Customer Experience

    • Initial Complaint

      Date:10/29/2024

      Type:Product Issues
      Status:
      Answered
      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 some clothes from their website and paid for express shipping on October 11th. I never received the package even though it showed delivered. I reached out to customer service and was told that there is nothing they can do the ended the chat. I reach out again and was told that the item shows delivered and I need to submit a claim with the courier. I do that and I reach back out to Express as that is what was recommended to me by ***. I do that and explain that even though the package shows delivered I still haven't received my order. I message customer service again and then they told me that they would issue me a refund. I never received an email confirming the refund and didn't get a refund either. So I reach back out to them again and I was told by this customer service person that it isn't their responsibility to replace the missing items or refund them. All I wanted were my clothes that I paid for but now I want a refund since this whole situation has been a hassle and terrible customer service.

      Business Response

      Date: 11/01/2024

      Dear BBB,

      Thank you for reaching out to us about this issue. It's always disheartening to learn of difficulties customers encounter with their orders. We have thoroughly investigated the matter and have been in communication with the customer. As we explained to the customer, according to ***********, the package was successfully delivered to the correct address and a photo was provided as proof. The customer was informed to reach out to *** or their financial institution for further assistance in resolving this matter.  

      Sincerely,

      Express Customer Experience

    • Initial Complaint

      Date:10/19/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Purchased an item online 9/3/2024 and it was shipped out on 9/4/2024. It arrived at my door on 9/7/2024. I tried to initiate a return on 10/5/2024 and the website would not allow it. I contacted Express multiple times and they told me that cannot take the return and to go to a local store to get store credit. We had 2 hurricanes hit our area within 2 weeks of each other. It was difficult to get to an open store. We had 3 express stores close by us and only one 40 min away. We went today and we were told no store credit is offered past 30 days. No where does it say that in the store. No where does it state that returns for store credit are not allowed past 30 days. I was literally told by Express associates online to take it to the store (past 30 days) to get store credit and then I get told something else when I get to the store.

      Business Response

      Date: 10/23/2024

      I have replied back to the email but did not receive a response.  

      How am I supposed to drop off these items?  When I went to the only Express store by me, I talked with the manager and she wouldnt even take it back for store credit. She didnt look up the order number or my information at all. So what am I supposed to do? Just leave it at the counter and thats it? 

    • Initial Complaint

      Date:10/14/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 now called once a week since September 26th. As you can see I received 2 reminder emails my $90 in express cash was about to expire. When I went to purchase items on the 25th the money was gone. The first time I called customer service I was told it apparently expired on the 24th. I have now requested multiple times with multiple calls and cases only to be denied tonight October 14th. As you can see I am about to lose my $10 express cash at the end of this month. Prior to the $90 in express cash I had $40 in cash that was supposed to be expiring, but was not notified until it was gone. I let that one slide, but now again with these games. It seems almost like a bate and switch scam for the consumer. So at this point I would like them to give me the $90 and the $40 for my trouble, effort, and time, then extend the $10 until they credit me the $90 and $40 back. I have spent a large amount of money to earn this many rewards with all of my orders averaging around $700-$900 every order. If they would get this right I have another order totally about $800 yet again, so it would be really great to redeem the $140 in rewards Ive spent money to receive. I am so tired of corporate America railroading right over top of the consumer, and this needs to stop. Thats why I am asking for you help please. Thank you for your time and help with this matter.Regards *******

      Business Response

      Date: 10/15/2024


      Talk @ Express <****************************************************************>
      11:09 AM (1 hour ago)
      to **********************************************************************************************

      Thank you for your email to EXPRESS. We typically respond to most inquiries within 24 hours. If your message is in regards to an in-store experience or a corporate inquiry, your response may take additional time.

      Subject: You have a new message from the BBB of ************ complaint #********.
      Case Reference #: 09174906
      Date Created: 10/15/2024
      Date Last Updated: 10/15/2024
      Status: Open

      Business Response

      Date: 10/18/2024

      Dear BBB,

      Thank you for reaching out to us. On October 15, 2024, we emailed the customer to address the issue and offer a resolution. However, we have not received a response. 

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

      Sincerely,

      EXPRESS Customer Experience

      Customer Answer

      Date: 10/21/2024

      [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,

      ******* ******

    • Initial Complaint

      Date:10/10/2024

      Type:Product Issues
      Status:
      Answered
      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 visited the EXPRESS store located in the ****** ******** ****, * ******** *****, *******, ** ***** on August 18, 2024. I purchased a jumpsuit and a pair of shoes to match the outfit. While visiting the store, I asked to use a fitting room. Unfortunately, the staff at the store advised the fitting rooms were unable to be used. I bought the jumpsuit without the ability to try it on. I specifically inquired about the ability to return the item to the cashier as a result of not being able to try it on first and expressed my shock at the fitting rooms not be available for use. Additionally, l explained that I live 60 miles away and do not get back to the city very often. The cashier said returning the items will not be an issue.

      I went to the store yesterday, October 9, 2024 as I was in town due to a surgery doctor appointment. Upon presenting the items (with tags) and the receipt, the cashier said I was unable to return the merchandise for a refund or a store credit.

      I would like a refund for the item that does not fit and the shoes that were bought to go with the outfit.

      Business Response

      Date: 10/14/2024

      Dear BBB,

      Thank you for contacting us regarding this matter. We are
      sorry to hear that the customer is dissatisfied, and we appreciate the
      opportunity to address their concerns.

      As of January 1, 2024, we have updated our Returns and
      Exchanges policy to allow eligible in-store purchases to be returned within
      30 days from the original purchase date. This information is
      prominently displayed in all our stores and on our website for easy access.
      Furthermore, the return deadline is clearly indicated on all in-store customer
      receipts. While we are unable to extend this timeframe, we will take the
      customer's feedback into consideration as we evaluate our policies and plan for
      the future of our business.

      Best regards,
      Express Customer Experience

      Customer Answer

      Date: 10/14/2024

      There would have been no need for a return had the store’s fitting room been accessible while in the store.  I inquired about the return policy from there clerk ans a result on inability to try the clothing on. Additionally, explained to the clerk that I did not live near the city and that I do not often return to the city.

      I will NEVER shop at this store again will be happy to inform folks of my experience.

       

       

    • Initial Complaint

      Date:10/04/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 an order on 7/26/24 and received the item with a security tag. I do not have a physical store in my area and it would require a significant amount of time to drive to a location just to have a security tag removed. I attempted to call customer service and they would not accept a return or exchange for the item due to it being over 30 days. I am asking for this to be corrected due to a mistake on the companies end. They should be held accountable for their mistake as they failed to appropriately inspect the merchandise before shipping it. I have already paid for the item and would like a refund since they are not willing to exchange the item for one that I am actually able to wear without a security tag.

      Business Response

      Date: 10/07/2024

      Dear BBB,

      Thank you for contacting Express. On October 4,
      2024, we emailed the customer to address the issue and provide solutions to
      resolve it. The customer has agreed to the proposed solutions, and we will
      continue working with her 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: 10/14/2024

      [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,



      ***** ******

    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.