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 fromJanine J
Date: 03/06/2024
1 starJanine J
Date: 03/06/2024
I returned an item on time by paying to send it back. I have an email from Express that says Return the Item by January 24th. I have a confirmation email that my return was sent back on January 20th. I have another email saying my return was successfully received on January 29th. However, with no communication, my return was not accepted because it arrived at the warehouse after January 24th. The item was sent back to me. I do not want this item and did not approve to have yet sent back. The emails and copy on the website are misleading. I never got a notification that I was out of policy. In fact, I am in policy as stated by the terms and every communication I have with Express. I am now being told I cannot get another return label to send it back. I am being told to visit a store to return the item, which I cannot do. I do not understand why I am having such a hard time when I followed every step correctly and have all the communication showing I did.*Express
Date: 03/12/2024
Hi Janine, 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 08611806. We’re available between the hours of 9:00AM-5:00PM ET. Thank you.Review fromBen J
Date: 02/27/2024
1 starBen J
Date: 02/27/2024
Absolutely TERRIBLE Customer Service
A few weeks ago, I logged into my Express account and noticed the email address listed on the account was my old college email. I no longer have access to this email account as I graduated and the school account was deactivated. I tried to change the email address to my primary email, but had to verify the change using my college email account - that no longer existed. See the conundrum here?
I contacted customer support to see if they can assist in swapping the emails. They suggested "merging the accounts" which I agreed they could try. From there, I could no longer log into the app and the account with my primary email address was "terminated" from Express Insider as I apparently violated Terms of Service...even though I followed customer support's advice in trying to make a new account and merge the new with the old. I have emailed customer service twice and received nearly identical cookie cutter responses essentially saying they can terminate any account they want and they won't do anything about it.
Their customer service is beyond disappointing and corrupt. I enjoyed the clothes and style Express had to offer, but I can no longer support this company and would not recommend anyone to frequent this business.Express
Date: 02/28/2024
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 fromAmanda W
Date: 02/21/2024
1 starAmanda W
Date: 02/21/2024
I have always shopped at Express. I wont be shopping here anymore. I will also be closing my credit card. I ordered items and they were never shipped out. But I was charged. I noticed the items never shipped about 1 week after I received tracking info. I contacted customer service to put another order through and they said there was nothing they could do until Feb 7th. By then all the items I ordered were out of stock. I called to get a refund on 2/12/24 The rep PROMISED it would be refunded in 3 days. Here we are 9 days later NO REFUND! What really upsets me is express credit card is charging me INTREST on items I NEVER RECEIVED. THIS IS UNETHICAL AND I FEEL I AM BEING TAKEN ADVATAGE OF!!! HORRIBLE CUSTOMER SERVICE! I AM SO DISAPOINTED. I WILL TAKE MY BUSINESS TO ABERCROMBIE.Express
Date: 02/23/2024
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 fromWendy C
Date: 01/30/2024
1 starWendy C
Date: 01/30/2024
I have been a faithful Express shopper until this past Saturday. As anyone knows they are very expensive. I Have spent hundreds of dollars in this store. On January 23, 2024 I bought a pair of pants for $80, I paid cash. I took them home and they were too large on me. On Saturday, January 27, 2024, I took the pants with the receipt, and the tag although not attached to the pants to the store. The very rude lady said she couldn’t return them because the tag was not attached. I said you’re kidding. I have the tag and receipt. She said no but I will give you customer service. I called customer service. The gentleman acted very concerned and said he would have somebody call me back within an hour especially since I was an established customer to help me. Today is January 30, and I have yet to hear from them. I attached the tag back to the pants and returned them and got my money back. And I will NEVER spend another dime in Express. I will NOT buy another gift card for my daughter in law. And I will NEVER recommend Express to anyone. Terrible customer service and not caring for customers that are faithful to you. I will never drop another $400 in your store EVER again.Express
Date: 02/01/2024
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 fromChris G
Date: 01/22/2024
1 starChris G
Date: 01/22/2024
Express advertises a money back guarantee. I returned two items that had not been worn or used in any way on december 27, 2023. I received confirmation that the items were received on January 9, 2024. As of this date, January 22nd 2024, and after several calls, Express has yet to return my refund to my account. My suggestion to other consumers is to avoid doing business with this company. At the very least be sure to get the size of the items you are purchasing correct The merchandise is not inexpensive and it appears that you will not receive your refund if you have to return items. Obviously I have emails as proof of the dates i referenced.Express
Date: 01/25/2024
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 fromAlexander G
Date: 01/17/2024
1 starAlexander G
Date: 01/17/2024
Terrible customer service , do not shop at express. Save ur money time and nervesExpress
Date: 01/18/2024
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 fromDerek J
Date: 01/06/2024
1 starDerek J
Date: 01/06/2024
I recently ordered some items and because I recently moved I forgot to change my address to my current residence which was my mistake. I immediately caught the mistake not even a minute after placing the order.
I reached out to customer service right away and they told me normally they can change an order within 30 minutes but for some reason it wasn’t letting them. I contacted ups and they were no help either. I spent 5 days contacting different agents and no help. How is it that no changes can be made or cancellation when you place an order so if a person makes an error then it’s basically well good luck with that. That is ridiculous and they just give you generic answers. One agent just said there’s nothing he can do and just ended the convo. So now I have two items stuck at an ups facility and out 60 bucks because NO ONE CAN DO ANYTHING.*Express
Date: 01/25/2024
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 fromSara C
Date: 01/02/2024
1 starSara C
Date: 01/02/2024
One star because i have to put something. Terrible customer service. Needed to get a credit back after they were out of stock of a shirt purchased on a gift card. Since all transaction's were complete, i threw away the gift card. Not being told they dont have the item and sorry i dont have gift card. Wow after all these years of buying and being apart of the express member, I will no longer buy their cloths. Absolutly terrible response. Wish it would let me past the chat but they dont want people to see what kind of employees they have in customer service.Express
Date: 01/11/2024
Hi Sara, 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 08449875. We’re available between the hours of 9:00AM-5:00PM ET. Thank you.Review fromPatricia D
Date: 12/28/2023
1 starPatricia D
Date: 12/28/2023
My daughter returned a pair of jeans at the express store at the Somerset mall in Troy MI with a receipt. The woman said that it was past the 60 days but they would make a one time acception and gave her a credit for $40. So she used it to buy a coat for $100. We didn’t love the cost so she brought it back and they refused to give her any money back and told her she had to exchange it only for the full amount of $100. They never told her how it worked and she assumed it would work like other companies with credits. I went into the store and even a manager refused to give her anything back even the $60 extra she spent. So now we have this jacket that we have to keep exchanging for other items and she doesn’t want anything else. And now we found out that they are changing their policy next year ??. The clerk told us that we would not be able to even exchange he the jacket after 1/1 because if the new policy so unless we exchange it before then we will be stuck with it. ??.Express
Date: 01/10/2024
Hi Patricia, 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 08483114. We’re available between the hours of 9:00AM-5:00PM ET. Thank you.Review fromAngela Y
Date: 12/21/2023
1 starAngela Y
Date: 12/21/2023
Bought an item by mistake they would not cancel the order. Absolutely ridiculous that I will have to pay to ship back and go through the hassle shop elsewhere folksExpress
Date: 01/08/2024
Hi Angela, 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 08407487. We’re available between the hours of 9:00AM-5:00PM ET. Thank you.
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