Business Profile

Clothing

Express

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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

270 total complaints in the last 3 years.
107 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:08/14/2024
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 have been experiencing ongoing issues with online orders. My most recent order (EXPR18162965552CT) one of the items came a day late. After numerous complaints via email, chat and phone, the overnight shipping fee of $21 was refunded. However, that does not solve the overall issue here. I also wasted my Express Cash in the amount of $30 from them. I have sent my complaints in email to them and the CEO/Investors Team for a resolution here. Due to this ongoing issue, my Express Cash should be returned to me.
Business Response
Date: 08/16/2024
Dear BBB,

Thank you for bringing the customers concerns to our attention. We apologize for any inconvenience caused by the delay of one of the two order shipments. Upon receiving the customer's notification, we took immediate action and issued a full $21 refund for the expedited shipping cost. However,we are unable to reinstate the $30 Express Cash applied to the order, as the discount was successfully applied, and the customer has received the product.Additionally, as per our Insider Terms and Conditions, Express does not return or reissue Express Cash Certificates, Program Coupons, or Points if the customer has returned the items.

We truly appreciate the customer's feedback and strive to continuously improve our services. We once again apologize for any inconvenience caused.

Sincerely,
Express Customer Experience
Customer Answer
Date: 08/17/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22142985

I am rejecting this response because: It biases treatment

Regards,

*****************************
Initial Complaint
Date:08/14/2024
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 made a purchase with Express inc on 7/25/24 that was several pair of denim order total $497.14. I wanted to return 6 pair I proceeded to follow returns instructions online and then a *** prepaid level is generated for me to print and use on the package #******************. This was pkg was stopped in transit for damage and theft of items. The contents were gone and *** started a claim to inform receipt i.e. Express. I checked on the return and was told by express that I needed to file the claim and then get back with them. *** informed me that I am not the one who paid to send back and I am the third party. After speaking to several express cust service people and now 3 supervisors, Express is still refusing to do anything about this return. I have provided them with the claim number from *** #******** in which they have instructions on the documents *** needs to proceed with getting a refund generated to me. *** says the "shipper" Express has all the information and original documents they need, I do not have any of these. So currently as of 8/14/24 Express will not handle this other than listen to me tell the story over and over to a new person on the phone for them each to tell me its not their problem and they start a "case" for me which is just documenting my phone call and I am told by two supervisors they will call *** and handle this and I get the same email from them telling me its my problem to get my money back. I have spoke to supervisors named **** case #******** and ****** #********. So I am going on a week of 3.5 hours of my time calling back and forth to Exp and *** and no refund and no assistance beyond that *** has given me the email of what Exp needs to do. I need help in getting my money back
Business Response
Date: 08/16/2024
Dear BBB,

Thank you for bringing the customer's
concerns to our attention. On August 15, 2024, we successfully established
communication with the customer via email and resolved the matter.

If you or the customer have any further
questions or concerns, please feel free to contact us.

Sincerely,
EXPRESS Customer Experience
Customer Answer
Date: 08/20/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because: I was emailed by emailed by another Express customer service rep and told that the credits were being given to me. I have copied the email content in your attachments section. As of today 8/20/24 at 825pm these credits ARE NOT POSTED to my credit card acct. They have been in a pending status since that email was sent to me. I do not want this complaint closed until I due in fact have this money credited to my account. I have also responded to their email letting them know I will not be closing this and leaving it open until I receive these refunds.

Regards,

****** ********
Initial Complaint
Date:08/08/2024
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 an order through Express about a month ago. Express had to cancel one of my items in the order. I paid for the order using Express gift cards. They still have yet to refund me. I tried reaching out to Express through live chat, however they don't seem to know how the refund process works when paying with a gift card. I would simply like the refund processed back to me on a gift card. Any help would be greatly appreciated!
Business Response
Date: 08/09/2024
Dear BBB,

Thank you for bringing the customer's
concerns to our attention. On August 8, 2024, we successfully established
communication with the customer via email and resolved the matter.

If you or the customer have any further
questions or concerns, please feel free to contact us.

Sincerely,
EXPRESS Customer Experience
Customer Answer
Date: 08/09/2024
[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:08/04/2024
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.
Hello,

I placed an order on June 21st - order number *********. This package was shipped through UPS - shipping number ******************. The order was for 3 items of clothing and totaled $69.60.

The package had an original delivery date of June 27th. Unfortunately, this package has not updated its shipment, since June 25th and was lost in the mail. I submit a claim with UPS and I have been informed that a claim has been issued to the sender (UpWest), and I am now looked for reimbursement for this purchase because it was never received.

I have sent multiple emails and called customer service for UpWest and there is no response. I receive an automatic confirmation email that my complaint has been received and to expect response within 24 hours, still no response, weeks later. It appears that the phone line has been turned off as there is no option to speak to anyone. I have also called their sister company, Express and was told that they cannot help me.

I have also contacted UPS and they said the package is lost and that the sender must issue my reimbursement and there is nothing further UPS can do.

From what I can read online, this company is going out of business, but they should still be addressing complaints. As of right now, they have kept my money and I have received no product.
Business Response
Date: 08/05/2024
Dear BBB,

Thank you for contacting Express regarding
this matter. As of today, August 5, 2024, the customer's UpWest order has been fully
refunded in the amount of $69.60. This refund should reflect on their credit
card account within 3-5 business days.

Sincerely,
EXPRESS Customer Experience
Initial Complaint
Date:07/29/2024
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.
Purchased an item on June 24 went back the following week with a receipt was told their computer system does not take receipts for returns. I needed to go through customer service. I called customer service created an account with them reference number ** ******. It has been a month and I have yet to receive the refund. They told me I needed to drop the item off at the store which I did the first week in July and I keep telling that it’s been escalated. You cannot contact corporate and I have not gotten any resolve, I feel like they stole for me. They have my merchandise, but have not made the refund
Business Response
Date: 07/30/2024
Dear BBB,

We appreciate you bringing this issue to our attention.
After looking into the matter, we found that a technical glitch prevented the
initial refund from being processed successfully. We have addressed the issue
by reprocessing the transaction. The customer should see the refunded amount of
$27.98 in her bank account within 7-10 business days. We apologize for any
inconvenience caused by this delay.

Sincerely,
Express Customer Experience
Initial Complaint
Date:07/27/2024
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.
Order Number: ****************
Order Date: May 27, 2024
Shipping Date: May 30, 2024

Complaint:
I have been a loyal customer of Express for years. Recently, I ordered two suits from Express for my daughter’s birthday. Unfortunately, when the suits arrived on May 30, 2024, they did not fit well. I attempted to return the suits to an Express store on July 1, 2024, only to be informed that returns are not accepted past 30 days from the shipping date.

I was unaware of this strict return policy change, which was enforced starting January 2024, as it was not clearly communicated in any of the order emails I received. The emails that Express sends typically end up in my promotional folder, and the online order emails that I received has no mention about the strict 30 day return policy(please find attached).

I am extremely dissatisfied with Express's lack of transparency and customer-friendliness regarding the 30-day return policy. The return deadline was not mentioned in any of the emails, let alone highlighted a date as a deadline to return to benefit customers, which should have been. This approach feels like it is blindsiding customers without being proactive or effective in communicating the return policy change. I feel it is an unfair business practice to impose such strict enforcement without ensuring that customers are fully aware of the policy.

Upon contacting Express customer service, I was repeatedly denied a return, refund, or even a partial refund with a restocking fee, despite explaining my situation.

Resolution Sought:
Given the circumstances and the lack of clear communication about the return policy change, I am seeking one of the following resolutions:
An exception to the return policy, allowing me to return the suits for a full refund.
A partial refund with a reasonable restocking fee.

Thank you for your understanding and assistance in resolving this matter.
Attachments: order emails with no mention about the 30 days return policy
Business Response
Date: 07/29/2024
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 a company, we strive for transparency and
effective communication with our valued customers. We updated our Returns and
Exchanges policy to a 30-day period from the shipping or in-store purchase
date, starting January 1, 2024, and this information was clearly stated on our
website and in-store customer receipts. While we are unable to make exceptions
beyond this time frame, we will consider the customer's feedback as we review
our policies and evaluate our business's future needs.

As always, we appreciate the assistance you
provide us with our customers.

Best regards,
Express Customer Experience
Customer Answer
Date: 08/04/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because:
Thank you for your response. However, I must respectfully reject it as I believe it does not address the core issue of transparency and customer communication.
While I appreciate that the return policy update was mentioned on your website and in-store receipts, this information was not communicated in the online order confirmation or shipping emails I received. For online shoppers, it is critical that such important policy changes are clearly included in the email communications related to their orders, just as they are printed on store receipts.
As a long-time customer, I had no reason to check the website for updates to the return policy after placing an order. It is a reasonable expectation that such crucial information would be included in the emails sent to customers about their orders. The absence of this information in the emails means that customers like myself are blindsided by the policy change, which is unfair and feels like an intentional omission to avoid returns.
Given this lack of transparency and proper communication, I still believe that an exception to the return policy or a partial refund with a reasonable restocking fee is warranted in this case. This approach would demonstrate a commitment to customer satisfaction and fairness.
I hope you reconsider my situation and provide a resolution that reflects your dedication to valued customers.
Thank you for your understanding and assistance.

Regards,

********* **********
Business Response
Date: 08/06/2024
Dear BBB,

Thank you for sharing
the customer's feedback with us once again. We understand that the customer is
disappointed, and we apologize for that. However, our decision is final, and we
are unable to make any exceptions to accommodate the customer's request.

Sincerely,
Express Customer Experience
Initial Complaint
Date:07/26/2024
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 never received my order. UpWest is ignoring my emails and their phone number no longer works.
Business Response
Date: 07/30/2024
Dear BBB,

Thank you for bringing this matter to our
attention. After investigating, we discovered that a technical issue prevented
the customer's UpWest order placed on July 19, 2024, from processing
successfully. We communicated with the customer on July 29, 2024 and assured
her that she was not charged for the unsuccessful order and would receive an
email notification of the cancellation. Additionally, if she is still
interested in the product and it is available, we welcome her to place a new
order on Upwest.com.

Thanks again for sharing this customer’s
concern. We apologize for any inconvenience this may have caused.

Sincerely,
Express Customer Experience
Initial Complaint
Date:07/25/2024
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.
Despite multiple attempts, the online system didn’t allow me to process a return/exchange for my order. Subsequent attempts to resolve the issue over the phone were met with disconnections and delays. Even after reaching a supervisor, I regrettably did not receive the assistance I needed.

Before exploring alternative avenues, I wanted to seek your assistance in rectifying this matter directly. Could you please help facilitate my return/exchange or direct me to someone who can promptly resolve this issue?

Your attention to this matter would be greatly appreciated. I look forward to your prompt response and resolution.
Business Response
Date: 07/26/2024
Dear BBB,

Thank you for reaching out to us about this issue. We are
sorry to hear that the customer is dissatisfied with our Returns and Exchanges
policy, and we appreciate the opportunity to address their concerns.

Our policy clearly states that items purchased on
express.com can be returned by mail within 30 days of the shipping date or to
any Express retail store, excluding closing or Express Factory Outlet stores.
As the customer's order was shipped on May 29th, 2024, it has exceeded the
return deadline and is unfortunately not eligible for a return or exchange. We
made sure to communicate this information directly with the customer when he reached
out to us on July 8th, 2024, requesting an exception.

We value our customers and their satisfaction, but we
also have to adhere to our policies. Once
again, thank you for sharing this customer's feedback with us.

Sincerely,
Express Customer Experience
Customer Answer
Date: 07/26/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because:
As stated in the initial complaint and when I reached out, I had attempted to process the return earlier but was unable to reach an employee and got disconnected and the online system was not working for me. Because of this I expect the return to be accepted so that I don’t need to take further action against Express.

Regards,

****** ******
Customer Answer
Date: 07/30/2024
Shipped: May 29th and attempted to make return: June 27th
Business Response
Date: 07/30/2024
Dear BBB,

Thank you for reaching out to us
about this issue. We are sorry to hear that the customer is dissatisfied with
our Returns and Exchanges policy, and we appreciate the opportunity to address
their concerns.
At Express, we offer our customers
the option to return orders by mail within 30 days from the shipping or
purchase date. Customers also have the choice to return items in person at any
retail Express store, excluding closing or Express Factory Outlet
stores. We have no record of the customer using these
return options within the required time frame, which is why the order is no
longer eligible for a return or exchange.

Again, we apologize for the customer's disappointment.
However, our decision is final, and we are unable to make an exception to
accommodate the customer's request.

Sincerely,

Express Customer Experience
Initial Complaint
Date:07/08/2024
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.
Purchase via Express on 6/14/24
One UpWest item ordered/received and did not meet expectations. I followed directions from Express to contact UpWest to return product and get a refund, to no avail. The customer service number is not answered and emails have not been answered.

Business Response
Date: 07/10/2024
Dear BBB,
Thank you for sharing the customers concerns with us regarding **********************.
As per their website, UpWest is going out of business and no longer accepting returns or exchanges. Express is no longer affiliated with the brand and is unable to accept or process UpWest returns. We understand the customer may be disappointed with this response, but we are unable to provide any assistance in this matter.

Sincerely,
Express Customer Experience
Customer Answer
Date: 07/12/2024
Just received an email from Express promoting UpWest products.
How can they sell products and not be responsible for charges/returns when they continue to promote and generate revenue on behalf of a brand/company that they know isnt handling customer issues/returns?
*Telling their customers that they cannot provide any assistance because they no longer have ties with the company.
Customer Answer
Date: 07/24/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21959140

I am rejecting this response because:
I was charged for the product with an Express credit card they should make this right and provide a credit for the item and stop promoting UpWest products for sale on their website and email promotions.

Regards,

*********************************
Customer Answer
Date: 09/07/2024
Received email from business to return item and would issue a credit to my credit card.
item was returned and still no credit has been issued.
Business Response
Date: 09/10/2024
Dear BBB,

Thank you for bringing this matter to our attention. We conducted a thorough investigation and discovered that a technical issue prevented the successful processing of the refund that was previously initiated by the UpWest **************** team. They have taken corrective action by resubmitting the refund and have informed the customer to expect the refund to be credited to her original payment method within 3-5 business days.

If you have any further inquiries, please do not hesitate to reach out to us.

Sincerely,
Express Customer Experience
Initial Complaint
Date:07/07/2024
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 two pairs of pants from Express LLC totaling $88. I decided I did not want the pants and took them back to the local mall to return them. The store was going out of business and would not return them since they could not take back merchandise. Two days later I reached out to Express online to return my pants and it said it was out of the return window. When I had gone to the mall it was within the return window. I chatted to customer service and they told me they would have management reach out within 24-48 hours. I never heard anything, I reached out 2 more times with the promise someone would be looking into my issue and never heard anything. Worst customer service ever and I just want to return the pants.
Business Response
Date: 07/09/2024
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.

Our return policy allows for items purchased on Express.com to be returned by mail within 30 days of the shipping date, or to
any Express retail store, excluding closing or Express Factory Outlet stores. The customer did not meet these guidelines;
therefore, we are unable to accept the return or assist further.

Once again, thank you for sharing this customer's feedback
with us.
Sincerely,
Express Customer Experience
Customer Answer
Date: 07/24/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because:

I had the items and went to the physical store before the 30day policy, however they were going out of business and could not accept the return. The next day was past the 30 day window and I reached out 3 times to the customer service in a 2 week span with no follow up or no one even reaching out when I was told all 3 times that management would be reaching out in 24-48 hours. I do not want the items I purchased and just want a refund. I wasted my time going to the mall to return the items when it was going out of business and wasted my time reaching out to customer service 3 different times and having to explain my issue over and over again. I am not at all satisfied with Express’ repsponse and have never been treated like this by a retail store

Regards,

****** ******
Business Response
Date: 07/25/2024
Dear BBB,

Thank you for reaching out to us regarding this
matter.

Our 30-day Returns and Exchanges policy is clearly
stated on our website and in stores. For any store that is permanently closing,
we have prominent signage displayed stating, "All Sales are Final."
Therefore, all transactions at closing stores are considered final sales, and
no returns or exchanges will be accepted. This information is also available in
our FAQ section on express.com.

Policy for Express closing stores: All sales are
final, and we are unable to accept the following:

- Returns, exchanges, price adjustments, or price
matches
- Gift cards or Store Credits
- Insider Rewards or Express Cash
- Additional discounts or promotional offers

We apologize for the customer's disappointment,
but our decision is final, and we are unable to make an exception to
accommodate the customer's request.

Thank you once again for sharing this customer's
feedback with us.

Sincerely,
Express Customer Experience

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Express is NOT a BBB Accredited Business.