Complaints

This profile includes complaints for Express's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Express

  1 Express Dr Columbus, OH 43230-1496

• 

  Express

  5043 Tuttle Crossing Blvd Ste 200 Dublin, OH 43016-1513

• 

  Express

  PO Box 59 Groveport, OH 43125-0059

• 

  Express Clothing Stores

  7 West 34th Street New York, NY 10001

• 

  EXPRESS

  9557 COLERAIN AVE CINCINNATI, OH 45251

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:09/29/2024

  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.

  My husband purchased a navy blue sport coat on Aug 28th online. Upon receipt, we contacted Express immediately since they sent the incorrect size. (we ordered 2 coats and they did this on both orders) We shipped item back using the shipping label they provided. We got an email notifying us the return was received and credit would follow. The email was received on Sept 10th. We have not received any credit and every attempt to contact Express has gone unanswered. They say the credit is coming in next 24 hours. We’ve been told this 3 times now. I was told a case was pending and email notification would be sent. Never got an email. They are unwilling to help us and keep providing false promises. Order # ****************. We are owed $215.57 and do not understand why they are not refunding us for an incorrect item! This was their error, yet I have spent a lot of time trying to get this resolved. Very unethical business practices. I was told case #******** was opened on Sept 23, but again we never got an email letting us know the case is pending or resolved.

  Business Response

  Date: 10/01/2024

  Dear BBB,
  
  Thank you for contacting us. On September 30, 2024, our
  customer service team communicated with 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.
  
  Please don't hesitate to contact us if you or the customer
  have any further questions or concerns.
  
  Sincerely,
  
  EXPRESS Customer Experience

• Initial Complaint

  Date:09/23/2024

  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.

  I purchased 3 dresses online that arrived to my home on 8/25/24. I intended to return 2 of the dresses depending on which fit best. I went to return the 2 dresses today and was told that I am out of their 30 day return window by 2 days. I have an Express credit card and have spent thousands of dollars with their company and they won’t accommodate my being late with the return by 2 DAYS. Additionally, I had Covid, which I have documentation to prove, and so was unable to leave my home earlier to make this return. The store and customer service were unwilling to make any exception. Additionally, the items I am trying to return are still being sold online, so not past season. Very disappointed given how much I have spent here. Was not even offered store credit as an option.

  Business Response

  Date: 09/26/2024

  Dear BBB,
  
  Thank you for contacting us regarding this matter. We are sorry to
  hear about the customer's dissatisfaction with our Returns Policy.
  
  As stated on our website, our Returns Policy stipulates that items
  purchased on Express.com must be returned by mail within 30 days from the shipping
  date or to any Express retail store, excluding closing or Express Factory
  Outlet locations. While we are unable to make exceptions beyond this specified
  time frame, we will consider the customer's feedback as we review our policies
  and assess our business's future needs.
  
  Thank you once again for sharing this customer's feedback with us.
  
  Best regards,
  Express Customer Experience

• Initial Complaint

  Date:09/19/2024

  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 placed an order on Upwest.com (#*********) on Sept 4, 2024, for 11 items. I received an email that the order had been shipped on Sept 6, 2024. On Sept 11, the package was delivered and immediately, it was apparent that something went awry. The package was too light to include 11 items. It was also torn and repackaged. I understand things happen within the USPS. I contacted Upwest immediately as shown in the Initial Email 1 and 2 images. I asked for preferably a resend of the items but if unavailable, a refund. On Friday, Sept 13, I contacted Upwest again as their auto-response mentions a 24-hour turnaround time. I acknowledge that with the business closing, their customer service is probably a smidge slower than expected but surely they have someone working the tickets. As of today, Sept 19, I still have not received any response from any human being. I'm simply asking for a refund for the 9 items I did not receive.

  Business Response

  Date: 09/23/2024

  Dear BBB,
  
  Thank you for contacting us. On September 20, 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

• Initial Complaint

  Date:09/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dress online through their website on 8/30/24. When it arrived I noticed it was used/dirty. I contacted customer service right away and they asked for pictures of the damaged item. I sent them pictures and they told me they would be sending me a replacement dress and I needed to return the damaged item. A few days later I received the replacement dress and this dress was also used/dirty. So I again called customer services and they told me they are not willing to replace the damaged item again since the first time was a “courtesy” I asked for a refund and they told me they would not be giving me a refund. They are reselling used/dirty clothing and putting new tags on them and passing them off as if they are new. And when you call to inquire on why they are doing this they cannot give you an answer or correct their mistake.

  Business Response

  Date: 09/17/2024

  
  **** * ******* *************************
  Mon, Sep 16, 9:31 AM (1 day 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 Central Ohio complaint #********.
  Case Reference #: ********
  Date Created: 9/16/2024
  Date Last Updated: 9/16/2024
  Status: Open

  Business Response

  Date: 09/17/2024

  Dear BBB,
  
  Thank you for notifying us of the customer's concerns. On
  September 16, 2024, we emailed the customer to address her concerns and provide
  a solution. However, we are still waiting to receive a response.
  
  If there are any additional concerns or questions, please
  feel free to reach out to us.
  
  Sincerely,
  
  EXPRESS Customer Experience

• Initial Complaint

  Date:09/02/2024

  Type:Customer Service 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 been a customer of ********************** for about ************************************************************************* the past I have had minimal issues with them but they have always been able to resolve the issue and provide great ****************; however, on this last incident that wasnt the case. I received an email stating that I had $40 in express cash for my birthday (email attached), so I go to my account and place some items in my bag to make a purchase but when Im checking out the $40 arent appearing on my account. I tried speaking to several agents on the online chat which were of no help whatsoever, I also called customer service and spoke to a supervisor ******* who was nice & I feel like was trying to help but at the end she told me that this was a mistake on their part and that based on my express status I was only eligible for $5 for my birthday and that they couldnt grant me what they promised on the email sent to me. Granted, this was a mistake on their part but having been in customer service in the past & also the other times Ive had issues with them theyve been great at owning up to their errors & even though I dont believe the phrase the customer is always right I feel in this situation I am. If it was an error from the company they should be able to provide what they promised on the email addressed directly to me as you can see on the email. Im not one to make complaints in fact this is my first BBB complaint and it took a lot to do so but I felt the customer service that I received with this issue lacked accountability on Expresss end and didnt take in consideration the customer.

  Business Response

  Date: 09/06/2024

  Dear BBB,
  
  Thank you for notifying us about this issue. Upon discovering the error in our email communication, we promptly took steps to correct the situation.
  
  As of September 5, 2024, we have adjusted the customer's Insider account to reflect the disputed Reward amount, which is now accessible for use until the expiration date.
  
  Should the customer have any further questions or concerns,our service teams are here to assist.
  
  Sincerely,

  Express Customer Experience

• Initial Complaint

  Date:08/30/2024

  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.

  I made a purchase online with Express on 7/26/24, the item wasn't delivered until 8/1/24. My understanding of their return policy was withing 30 days. I contacted their customer support via chat on 8/30/24; within 30 days of the item being delivered. The chat agent said they were not able to generate the return label with their limited resources and advised me to call a number to speak with a supervisor to generate the return label. When I spoke with a supervisor they refused and said the chat agent had provided me with misinformation. I am a long time customer of this company and am very upset that noone was able to help me send this item back as it is still in season and being sold on the website at full price. I am requesting a return for store credit. Even if it is a one-time exception.

  Business Response

  Date: 09/04/2024

  Dear BBB,
  
  Thank you for notifying us of the customer's concerns. On
  September 3, 2024, we emailed the customer to address her concerns and provide
  a solution. However, we are still waiting to receive a response.
  
  If there are any additional concerns or questions, please
  feel free to reach out to us.
  
  Sincerely,
  
  EXPRESS Customer Experience

  Customer Answer

  Date: 09/11/2024

  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint. They have fully resolved the issue.
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:08/25/2024

  Type:Service or Repair 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 June 18th I ordered clothing. On June 25th or thereabouts it arrived. I completed an online return form with every intention of taking the items back to the store to return. On June 27th, I had to rush to another country as my mother was in the hospital. When I arrived on Jul 21 I was out of the return policy. I went to the store and contacted the customer service. I was told someone would get back to me and it was being escalated as the circumstances were unique. No one got back to me. I called again and the *** said they understood the extenuating circumstances and I would get a refund in ***** hours. He sent an email where I could submit proof (I shared receipts from the hospital outside the **). I called again and followed up. Again I was told someone would get back to me. No one did as you can see from the email attachment. I understand there are policies but surely one of them is responding to the customer and closing the issue? Is customer service not responding to customers? Considering the situation - I am truly saddened that the company cant look beyond a policy and see that your customers are more than a policy or a process - we are actually people who deserve the courtesy of a response. And yet - when a customer needs your help in a tough spot including a family emergency - you dont even respond? I am again requesting a refund for the items.

  Business Response

  Date: 08/29/2024

  Dear BBB,
  
  We appreciate you taking the time to notify us of the customer's concerns. On August 27, 2024, we emailed the customer and presented options to address the issue, but we have yet to hear back.
  
  If you or the customer have any further questions or concerns, please feel free to contact us.
  
  Sincerely,

  EXPRESS Customer Experience

  Customer Answer

  Date: 08/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22192481
  
  I am rejecting this response because no email has been received as of 8/29. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 09/03/2024

  Dear BBB,
  
  Thanks again for contacting us. As of August 29, 2024, we have received an email response from the customer and are continuing our dialogue with her.
  
  Sincerely,
  
  Express Customer Experience

  Business Response

  Date: 09/10/2024

  
  Talk @ Express <**************************************>
  Sep 9, 2024, 4:49 PM (16 hours 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 #: 09118303
  Date Created: 9/9/2024
  Date Last Updated: 9/9/2024
  Status: Open

• Initial Complaint

  Date:08/19/2024

  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.

  On July 15, I ordered a pair of pants from Express, which I received on July 25. Over this past weekend, I decided I did not like the pants. Today, 19 August, I initiated a return. Express ****************** tried to sell me a bill of goods, saying the return window started when the order is placed, NOT when it is received, like every other reputable store in business today. That is Bull Hockey, because how can I know I want to return something before I receive it? Their policy is asinine, and all of the ****************** drones kept saying there was no way to override the system to generate a return label, and they wouldn't let me speak to anyone with the authority to do so. I would like Express to accept this return, as it is within 30 days of when I received it.

  Business Response

  Date: 08/21/2024

  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.
  
  Please note our policy, which is clearly outlined on our website, states that items purchased on express.com should be returned by mail within 30 days from the shipping date or to any Express retail store, excluding closing or Express Factory Outlet stores.
  
  Upon reviewing the customer's order, our records show that it was a split shipment with shipping dates of 7/17/24 and 7/18/24. Our system will only generate a notice of ineligibility if a customer attempts to process a return label outside of our specified guidelines.
  
  Once again,thank you for sharing this customer's feedback with us. We value our customers and their satisfaction, but we also must adhere to our policies.
  
  Sincerely,
  
  Express Customer Experience

  Customer Answer

  Date: 08/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22164561
  
  I am rejecting this response because the policy is NOT clearly spelled out, and it is unfair to begin with. How do I know if I want to return something if I haven't even seen it? This is hogwash. Every REPUTABLE online retailer in the world provides a return window that begins within 30 days of RECEIPT, once the customer has had a chance to EXAMINE the item. I understand their customer service drones are unable to to generate a return label, but I have no doubt at all that an executive can do so, and one of them needs to do so. I was within 30 days of receipt of the item, I am unsatisfied, and I want to RETURN it. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Express online, using a $100 Express Gift Card given to me for my birthday. This was on 8/12. It was for two shirts and a pair of jeans. (The shirts eventually shipped fine.) The jeans were initially listed as Collect In-Store, but I spoke via Chat with Express and they confirmed they were changed to Ship To Home. But the jeans remained as Processing in the Express app. Reaching out via the Chat App, I was told the jeans were backordered, hence the delay. Repeating this inquiry, I got the same answer. However, I saw the same jeans available both in-store and online on their express.com website. When I then contacted Express via chat, I asked them to replace the jeans -- which they confirmed were available, despite the bad information I had previously been given about their being backordered and unavailable.
  
  At this point the Chat representative, ****, cancelled the order and announced she could not re-order them. This was not what I asked for, nor what I authorized her to do.
  
  Then, on the phone, after repeated holds, I finally got hold of a supervisor who refused to correct the sequence of mistakes, bad information, and that unauthorized cancellation. She asked for more money to replace the jeans. When I said they were replacing (to reiterate: the exact same pair of jeans) she would not complete the transaction. She would not let me speak to company management. I have had $52 of my money taken from me, not refunded to my account; they refuse to re-use the Express gift card on file.
  
  Please intervene on my behalf to resolve this transaction. I have used Express for many years, but this strikes me as unprofessional, borderline unethical behavior on their part.
  
  Thank you.
  *** ******

  Business Response

  Date: 08/20/2024

  Dear BBB,
  
  We appreciate you taking the time to notify
  us of the customer's concerns. On August 19, 2024, our team successfully
  contacted the customer via email and presented options to address the issue and
  reach a resolution.
  
  If you or the customer have any further
  questions or concerns, please feel free to contact us.
  
  Sincerely,
  EXPRESS Customer Experience

  Customer Answer

  Date: 08/27/2024

  [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:08/15/2024

  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.

  I ordered a pair of jeans from express. Com I got them today w no return label inside or receipt ? They were way too big . I called them bout it they said they would send a return label thru email ? I am disabled n don’t have access to that ? There was nothing they could do ? I’m very frustrated I need help What can b done? There should been one in package like other company do?

  Business Response

  Date: 08/16/2024

  Dear BBB,
  
  We appreciate you bringing this customer's feedback to our
  attention.
  
  At Express, our customers have the flexibility to initiate
  their online returns in three different ways. They can conveniently start the
  return process online through our portal, where they can electronically print a
  *** prepaid shipping label for a fee of $6.99. Alternatively, they can choose
  to visit an Express Retail store (excluding Express Factory Outlet or
  permanently closing locations) to process their return in person for free.
  Lastly, customers have the option to utilize the "*** Easy Drop off Near Me" retail service for a fee of $6.99.
  
  We strive to make our return process as convenient as
  possible. The information above was provided to the customer when she contacted
  us on August 15, 2024. If the customer has any additional questions, we
  encourage her to contact us at ###-###-####.
  
  Sincerely,
  Express Customer Experience