Business Profile
Clothing
ExpressThis business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Express's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.05/5 stars
Average of 66 Customer Reviews
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Review fromShannon G
Date: 05/21/2024
1 starShannon G
Date: 05/21/2024
Horrible customer service! HORRIBLE!! I made a cash payment on my account in store back on 5/5/24. Due date was 5/17/24 and as of today they still haven't processed my payment. I've made NUMEROUS follow up calls to see what's going on. The store manager was very helpful and did reply to my inquiry in a timely manner. She confirmed her register shows I made the payment, but she couldn't explain why it hadn't posted. She forwarded my issue to her district manager who she said then escalated it to corporate. She informed me that she was told someone would reach out to me - but that was two weeks ago now, and I still have received no call or email. My latest attempt to get help was Friday 5/17 via the communication feature in the app - I told them I'd made a payment already, that the store had proof of it, and I requested they finally post it. I got a canned reply as a response and was told they can't escalate my request to a manager. Now this week I'm starting to get "payment reminders" from Express. This is their problem to fix!! Their left hand doesn't know what the right is doing. They clearly do not care about their customers (and I've been a cardholder for nearly 25 years) What's so hard about someone at least acknowledging the problem and letting me know it'll be handled?!!? Ignoring customers is simply unacceptable - especially when it's the business who's at fault.Express
Date: 05/30/2024
Hi Shannon, we're sorry to hear that you were disappointed with your experience. Customer service is extremely important to us and we always want to address any concerns that our customers may have. A member of our Corporate Customer Relations team will be reaching out to you at the email you provided soon. In the meantime, please don’t hesitate to give us a call at 1(888) 397-1980 and provide case number 08935194. We’re available between the hours of 9:00AM-5:00PM ET. Thank you.Review fromMandi G
Date: 05/13/2024
1 starMandi G
Date: 05/13/2024
I have shopped at Express and Express Outlet for years. I recently purchase a blazer at the local outlet, and unfortunately when I got it home it didn’t fit. When I returned to the store a week later there was a sign they were going out of business and not excepting returns. I was told the nearest outlet is 3 hours away and that is the only way to return. I happen to be traveling to that area but it will be 37 days from my purchase date and was told there is a strict 30 days policy. I am very disappointed. I feel that I was mislead when sold the blazer stating if it didn’t work I could return it with no issue. This is not the case and now I am stuck with a $80 blazer I can’t ever wear. Disappointing.Express
Date: 05/17/2024
Hi Mandi, we're sorry to hear that you were disappointed with your experience. Customer service is extremely important to us and we always want to address any concerns that our customers may have. A member of our Corporate Customer Relations team will be reaching out to you at the email you provided soon. In the meantime, please don’t hesitate to give us a call at 1(888) 397-1980 and provide case number 08882382. We’re available between the hours of 9:00AM-5:00PM ET. Thank you.Review fromPattie P
Date: 05/13/2024
1 starPattie P
Date: 05/13/2024
I have been trying to get a refund of $107.75 on a return and it’s been well past 30 days when I first returned the item they keep giving me the run around and Express doesn’t seem to have quality customer service support anymore. I’ll no longer support this business after 25+ years of being a loyal customer.Express
Date: 05/15/2024
Hi ******, we're sorry to hear that you were disappointed with your experience. Customer service is extremely important to us and we always want to address any concerns that our customers may have. A member of our Corporate Customer Relations team will be reaching out to you at the email you provided soon. In the meantime, please don’t hesitate to give us a call at ###-###-#### and provide case number ********. We’re available between the hours of 9:00AM-5:00PM ET. Thank you.Review fromAshley S
Date: 05/09/2024
1 starAshley S
Date: 05/09/2024
Express advertises 20% off first purchase with express credit card but after applying I received no email confirmation or cc info to check out I called and waited on hold for 5 different customer service agents and nobody had the skills to assist me with a simple 20% off and or the cc info I was approved for the card and confirmed balance with absolutely no help every person I spoke to gave me a number to call another person I just cancelledExpress
Date: 05/15/2024
Hi Ashley, we're sorry to hear that you were disappointed with your experience. Customer service is extremely important to us and we always want to address any concerns that our customers may have. A member of our Corporate Customer Relations team will be reaching out to you at the email you provided soon. In the meantime, please don’t hesitate to give us a call at 1(888) 397-1980 and provide case number 08879923. We’re available between the hours of 9:00AM-5:00PM ET. Thank you.Review fromMolly H
Date: 05/09/2024
1 starMolly H
Date: 05/09/2024
30 day return policy but items have to be at their warehouse by the 30 day mark or they will not honor the return. This is not noted anywhere in their return policy on their website. Will not order again.Express
Date: 05/15/2024
Hi Molly, we're sorry to hear that you were disappointed with your experience. Customer service is extremely important to us and we always want to address any concerns that our customers may have. A member of our Corporate Customer Relations team will be reaching out to you at the email you provided soon. In the meantime, please don’t hesitate to give us a call at 1(888) 397-1980 and provide case number 08892683. We’re available between the hours of 9:00AM-5:00PM ET. Thank you.Review fromChristina F
Date: 04/12/2024
1 starChristina F
Date: 04/12/2024
I am surprised how terrible the credit card piece of this corporation is managed. Express influences and entices customers at time of purchase to apply for their credit card under false pretenses. Issues and concerns are not rectified and upper management transfers problems between the creditor and the store leaving the customer in an endless loop. Credit cards issued also pose a huge issue for some customers as they are not able to use the credit card issued to complete a transaction. Again no easy solution offered, leaving the the mess to be resolved by the costumer. It’s really too bad considering their apparel is pretty decent however their downfall is purely related to the operational side of things. Get it together!Express
Date: 04/18/2024
Hi Christina, we're sorry to hear that you were disappointed with your experience. Customer service is extremely important to us and we always want to address any concerns that our customers may have. A member of our Corporate Customer Relations team will be reaching out to you at the email you provided soon. In the meantime, please don’t hesitate to give us a call at 1(888) 397-1980 and provide case number 08771403. We’re available between the hours of 9:00AM-5:00PM ET. Thank you.Review fromKarissa F
Date: 04/06/2024
3 starsKarissa F
Date: 04/06/2024
I love shopping at Express but there was a shirt I didn’t want so I went to return it at the Montclair CA location in the mall and get treated like a criminal when going through the return process. The male that works there did not accept my return because he said there was some lint on it so he accused me of wearing it and did not accept my return. Mind you I had all the tags on it and had the receipt and it was not a final sale item and was just bought like a week ago. There was like a couple pieces of lint that must of gotten on the shirt from floating in the air or something but this shirt was brand new and never worn like he accused me of wearing it. I do that understand being treated like this as a customer who loves this store and the guy treated me like I wear clothing with the tags on it and return it after is so belittling to me like I am some cheap poor person who can’t afford a ten dollar shirt. I went to the Victoria Gardens CA location and returned it there and they were very helpful, nice, and did returned it with no problems. The customer service at the Montclair location is very poor.Express
Date: 04/15/2024
Hi Karissa, we're sorry to hear that you were disappointed with your experience. Customer service is extremely important to us and we always want to address any concerns that our customers may have. A member of our Corporate Customer Relations team will be reaching out to you at the email you provided soon. In the meantime, please don’t hesitate to give us a call at 1(888) 397-1980 and provide case number 08781950. We’re available between the hours of 9:00AM-5:00PM ET. Thank you.Review fromCandice C
Date: 04/06/2024
1 starCandice C
Date: 04/06/2024
I sadly received express gift cards for Christmas. I had to return some items purchased with the gift cards. Every time I had to reach out to customer service multiple times. The email noted I would get a refund in 7 days one they received the item.... then when contacted they would say 10 days then the next time customer service would tell me to wait until another date. I would have to put in HOURS chasing my return (via gift card). Right now they are telling me they issued a gift card- I NEVER RECIEVED IT and can't use it because they didn't give me the information. I have spent over 30 minutes getting no resolution. someone needs to review their gift card return process, it is deceptive and clients dont' get a refund in a timely manner.Express
Date: 04/15/2024
Hi Candice, we're sorry to hear that you were disappointed with your experience. Customer service is extremely important to us and we always want to address any concerns that our customers may have. A member of our Corporate Customer Relations team will be reaching out to you at the email you provided soon. In the meantime, please don’t hesitate to give us a call at 1(888) 397-1980 and provide case number 08799771. We’re available between the hours of 9:00AM-5:00PM ET. Thank you.Review fromAllison K
Date: 04/02/2024
1 starAllison K
Date: 04/02/2024
Last summer I placed an online order for two tops. Much to my surprise, when I opened the package one of the tops wasn’t there and in its place was a completely different shirt that I did not order. I called customer service and explained the situation, the representative said that the top I ordered was out of stock (not sure why I hadn’t received a follow up email from them stating this instead of pretending they fulfilled the order). I let her know that I was not interested in keeping the shirt that I hadn’t ordered in the first place, and she told me it was no problem and to mail it back. Fast forward a few weeks when I went to login and place another order, I couldn’t log in to my account. After speaking with someone via online chat I found out that my account was flagged and closed for violating policy for the return I was told to make. I tried calling customer service and the only feedback they had was that I could open a new account under a different email address. I lost my status (I shopped there VERY often and earned those perks) as well as all of my points, ability to have free shipping, etc. and had to completely start over with a new account. All of this for an error made by their shipping department and a second error from their customer service. I spoke with people several times to attempt to rectify the situation and reinstate my account with no resolution other than a lackluster apology for the mistake.Express
Date: 04/12/2024
Hi Allison, we're sorry to hear that you were disappointed with your experience. Customer service is extremely important to us and we always want to address any concerns that our customers may have. A member of our Corporate Customer Relations team will be reaching out to you at the email you provided soon. In the meantime, please don’t hesitate to give us a call at 1(888) 397-1980 and provide case number 08798295. We’re available between the hours of 9:00AM-5:00PM ET. Thank you.Review fromStephanie R
Date: 04/01/2024
1 starStephanie R
Date: 04/01/2024
I have been a customer of Express for over 20 years, both in-store and online.
Last week I tried to place an order through the app, however no matter what payment method I used it would not accept my order. The messages were “contact your financial institution” (all of my credit cards work, I literally used them the same day).After also trying ApplePay and PayPal I purchased an Express e-gift card thinking that would work but no - the message was “not currently accepting gift cards”. After multiple attempts on both the app, website, laptop, and phone I finally placed an order by calling customer service , using $40 birthday cash and the gift card. I was relieved because I needed the clothes for vacation and was leaving in a few days. Two hours later I received an email that my order was cancelled and I was not charged! I called customer service AGAIN and was told it was a payment issue. I paid with one of THEIR gift cards, which showed I had been charged. My Express account also showed the $40 birthday cash had been redeemed. I was told I could try placing the order again but by this point the order would not arrive in time, even with overnight delivery which I had already paid for. I reached out via facebook messenger and explained the problem. I was told it was being looked into by management and someone would contact me but that has not happened.
So now, I’m out the money on the gift card, the birthday cash, and the clothes I needed for my vacation. By far the worst service I have ever received. I would give zero stars if possible and most definitely will reconsider spending my money with them in the future.Express
Date: 04/12/2024
Hi Stephanie, we're sorry to hear that you were disappointed with your experience. Customer service is extremely important to us and we always want to address any concerns that our customers may have. A member of our Corporate Customer Relations team will be reaching out to you at the email you provided soon. In the meantime, please don’t hesitate to give us a call at 1(888) 397-1980 and provide case number 08760907. We’re available between the hours of 9:00AM-5:00PM ET. Thank you.Express
Date: 04/12/2024
Hi Stephanie, we're sorry to hear that you were disappointed with your experience. Customer service is extremely important to us and we always want to address any concerns that our customers may have. A member of our Corporate Customer Relations team will be reaching out to you at the email you provided soon. In the meantime, please don’t hesitate to give us a call at 1(888) 397-1980 and provide case number 08760907. We’re available between the hours of 9:00AM-5:00PM ET. Thank you.
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