Business Profile

Womens Clothing

Express

Headquarters

This business is NOT BBB Accredited.

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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

258 total complaints in the last 3 years.
129 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.

Initial Complaint
Date:04/12/2025
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 4/7/2025 I visited the Express location in ***************, **************. Upon taking a pair of pants to the counter I inquired about a small size, the associate went in back and could not locate one, the associate then returned to the register and looked at stock on a handheld device and advised me that I could purchase the pants today and then take them to the ********** location to exchange them for a smaller size (0) where they had them available. I made the purchase based on this advice. On 4/11/2025 I took the pants to the ********** location and attempted to exchange the item, I was advised the item sold to me was a non exchangeable/returnable final sale. I advised them that I had been assured at the other location I could exchange them and it was the only reason I purchased them and the reason I came to their location. The associate at the register spoke with the manager on duty, ****** ********, who advised her not to assist me with the exchange. At this time I requested the number for customer service to make an executive complaint, which I filed on 4/11/25, but the response I received was simply a cut and paste of the policy. The manger on duty, ******, refused to address the issue though she saw me standing there and simply walked off to another area in the store. I believe that I was sold an item under false pretense as no signage is posted in store stating final sale, nor the associate indicated the item as final sale prior to me making my purchase, additionally the item is available on the Express website and is not listed as a final sale item. This is an unethical business practice and appears to be a way to inflate sales goals and retain consumer funds.
Business Response
Date: 04/19/2025
Dear BBB,

Thank you for contacting us. On April 19, 2025, our team communicated with the customer via phone to address the issue and provide a resolution. The customer acknowledged and this matter is now closed.

Please don't hesitate to contact us if you or the customer have any further questions or concerns.

Sincerely,
EXPRESS Customer Experience

Customer Answer
Date: 04/20/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23196754

I am rejecting this response because:
while the business has addressed the concern regarding the pants themself, it does not address the treatment I received from their manager leaving me as a customer unattended, lack of signage that could place other customers in the same situation, as well as the cut and paste email. I want to ensure other consumers are attended to appropriately.

Regards,

***** ********
Initial Complaint
Date:03/25/2025
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 purchased a top from a location in ******* that is about 40 minutes one way upon returning home I discovered the shirt is COVERED in holes and the stores only form of fixing it is making me return and spend almost 2 hours in the car for a place I wont be going again
Business Response
Date: 03/26/2025
Dear BBB,
Thank you for contacting us. On March 26, 2025, our team communicated with the customer via email to address the issue and provide a resolution. The customer acknowledged and this matter is now closed.
Please don't hesitate to contact us if you or the customer have any further questions or concerns.
Sincerely,
EXPRESS Customer Experience
Customer Answer
Date: 03/26/2025
[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:03/18/2025
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 packages were stolen for an order totaling $600. This company has refused to help me in any way, saying Im on my own.
Business Response
Date: 03/19/2025
Dear BBB,

Thank you for bringing the customer's feedback to our attention. We are sorry to hear that the customer had issues with the delivery of their order. However, we have checked with the carriers, *** and *****, and they both confirmed that the deliveries were successfully completed, and provided photos as evidence. While we understand the customer's disappointment, our decision is final and we are unable to offer a refund or reshipment. The customer is responsible for contacting the carrier to file a claim for resolution.

Sincerely,
Express Customer Experience
Customer Answer
Date: 03/19/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23083783

I am rejecting this response because:
FedEx is telling me to contact the shipper for help, which is you. To spend over $600 at a company and have zero customer service or assistance is absolutely ridiculous. I find it hard to believe that there was no shipping insurance for when you shipped my packages. Seeing as how someone stole them, this would be the time to help me. I have already filed claims with *** and *****, but since Im not the shipper, they arent helping me. They are telling me to reach out to YOU.
Regards,

****** *******
Business Response
Date: 03/21/2025
Dear BBB,

We understand that the customer has rejected our decision and we want to assure you that we have thoroughly reviewed the situation.

The customer should continue to pursue the dispute process through the established channels of the involved shipping carrier. Unfortunately, we have no other guidance or solutions to offer at this time.

Thank you again for bringing this matter to our attention. We value our customers' satisfaction, but we must also uphold our policies and procedures.

Sincerely,
Express Customer Experience
Initial Complaint
Date:03/05/2025
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 had placed an order on 1/23/25 for 3 items, I received that items 10 days later (2/4/25) while I was out of of the country. I returned from my trip on 3/2/25 and called (on 3/4/25) to see if I could return 1 of the items, but was told that it was beyond the 30 days return policy. Express counts the 30 days return, starting on the day that I placed the order instead of the day I received the items. I basically lost 10 days and my return window was only 20 days. I have tried to reach out to the customer *** and his manager, but they still refused my returns. I am very upset about this because not only did the item not fit properly, I can' t even return or exchange the item that I paid full price for! Express does not care about their customers, even though I have been their loyal customer for over 25 years. Now I'm stuck with an item that doesn't fit or to my liking and I had paid full price on.
Business Response
Date: 03/14/2025
Dear BBB,

Thank you for sharing the customer's feedback regarding our Return and Exchange policy.

At Express, we are happy to accept returns within 30 days of the shipping or in-store purchase date. This information, along with other terms and conditions, are clearly stated on our website for our customers convenience. While we regret hearing of this customer's disappointment, we remain in full adherence with our guidelines and are unable to make any exceptions.
Sincerely,
Express Customer Experience
Customer Answer
Date: 03/18/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23025049

I am rejecting this response because: the 30 days return policy should start on the day the customer received the purchase, not the day the purchase was shipped. It took 10 days for the items to arrive so the return window was only 20 days not 30 days as Express has stated.

Regards,

***** La
Business Response
Date: 03/21/2025
Dear BBB,

Thank you again for bringing this matter to our attention. We take all customer feedback seriously and strive to provide the best experience possible. However, we must also adhere to our policies and procedures in order to ensure fairness and consistency for all of our customers. While we understand that the customer has rejected our decision, we consider this matter to be closed and will not be making any further changes to our response.

Sincerely,
Express Customer Experience
Initial Complaint
Date:03/04/2025
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 March 1st I ordered clothes from Express. I paid extra for express shipping. They had an old address and I click my current one. When I hit submit the old address populated. I called them immediately to change the address. They told me there was nothing they could do. They said once a shipper was assigned I could call them. I did a day later and *** told me that Express was the only one who could change the address because that was what their contract says. So I called back and they said they couldn't. Now my order is shipped to an old address and i'm screwed over. The customer service is incredibly poor and I feel ripped off and taken advantage of.
Business Response
Date: 03/14/2025
Dear BBB,

Thank you for contacting us. Our customer service team has communicated with the customer to address the issue and provide a resolution. The customer has acknowledged acceptance, and this matter is now closed.

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

Sincerely,
Express Customer Experience
Initial Complaint
Date:03/03/2025
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 placed an online order using the express mobile app on Monday, March 3rd, 2025. Upon checking out, I received a notification when choosing my payment method, that if I were to use my express credit card, I would receive an additional 10% discount off of my order. I had placed two back to back orders, one for $161 and one for $167. This led me to believe would have received a reduction of $16.10 off the first order and a $16.70 reduction off the 2nd order. I didnt see a discount after I submitted the orders so contacted customer support. The support representative told me I would be receiving express rewards cash for my order and it was against expresss policy to issue any further discounts. This is contradictory to the language they have listed on their website in the checkout page. I could have used my ****** and received interest free for up to 6 months but opted to use my express credit card because I was promised a discount. I find that this language is manipulative and express needs to uphold what they stated they would do and issue me the discount of 10% off both orders. If they intend to issue additional rewards then they need to update their language on their website.
Business Response
Date: 03/07/2025
Dear BBB,

Thank you for bringing the customer's concerns to our attention. We reached out to the customer via email on March 6, 2025, with a resolution to address her concerns. However, we haven't heard back yet. We kindly urge the customer to contact us at their earliest convenience if any remaining questions or issues need to be addressed.

Best regards,
Express Customer Experience
Customer Answer
Date: 03/10/2025
[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:03/03/2025
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.
This morning, I woke up to an order confirmation email from ************************** for 18 men's shirts for a total of $287.15. I knew I didn't place this order, and the delivery address in the email was a name and address that I did not know. I immediately contacted ************************** via online chat and was told that the order had already shipped, so they couldn't cancel it. I was told, in writing, that once I received the tracking number, I needed to contact the appropriate shipper and call for delivery intercept. Within 30 minutes of the cha,t I received the number. I called *** and was told that 1. the tracking number didn't exist, 2. they could only do a delivery intercept after one delivery attempt had been made, and 3. only the shipper could file for the delivery intercept. I told them I didn't want a delivery attempt made because it was a fraudulent order. I also asked if I could change the delivery address through my ****** premium account so I could at least get the package and return it. I was told no because the tracking number didn't exist. *** was no help, so I called the Express customer support number and told the *** what had happened. This *** told me nothing could be done, and she couldn't file the address change. I know this is incorrect because I own a business, and we only ship with **** We can make changes all of the time after packages have been shipped out. She also said that the information given to me by both the Express online chat *** and *** ***s was incorrect and that they shouldn't have done that. The information from the online Express *** was clearly a copy-and-paste generic response, so I don't think it was a mistake. This *** told me to file a dispute with my credit card. It's clear that they don't want to intercept the package, so they still get paid, and my bank has to pay for the fraudulent charge.
Business Response
Date: 03/12/2025
Dear BBB,

Thank you for bringing the customers feedback to our attention. At **********************, customer trust and privacy are of the utmost importance to us, which is why we take any unfortunate situations like this very seriously.

We acknowledge the customers concern about our short cancellation window, even for fraudulent orders, and we understand their frustration. However, we are unable to provide further assistance in this matter. Any charges that are deemed fraudulent must be disputed directly with the customers financial institution, as they are responsible for investigating and resolving such cases. We have also communicated this information to the customer via email.

Sincerely,
Express Customer Experience
Customer Answer
Date: 03/13/2025
Hi,

I would like to submit an update to my claim about ************************** regarding order EXPR1925692379CT with tracking 1Z2EF2540309825501.
I spoke with *** again on Monday, March 3, and they were able to find the tracking number. However, they told me that even with my premium My Choice account, I was not allowed to change the address or cancel the package because ************************** put a restriction on the package so that only a ***resentative of ************************** could make the change.
I contacted ************************** again, and the *** insisted that they don't have the ability to call *** to make the change and that I have to call to make the change. I am a business owner, and we only ship with ***, so I know for a fact that the address can be changed after shipping. It is an endless loop of back and forth, with ************************** trying to blame ***.
************************** is being complacent in this whole thing. The *** kept telling me to file a claim with my credit card because they know I will get a refund. They don't care about trying to get the package returned to them because they'll still get paid. I am seeing other similar complaints on the BBB website. This seems to be a habit with their company. I wouldn't be surprised if they're letting accounts get hacked so they can move product and put the cost on the credit card companies. This should be illegal.
I have attached screenshots of my second conversation with **************************

Thank you,
***** Nida
Customer Answer
Date: 03/14/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23013065

I am rejecting this response because even if their cancellation window is short, the package could have been redirected to my address so I could return the package, or I could have put a stop on the package so it would be returned to them which is what two different Express representatives said I needed to do. However, when I called **** twice, both times I was told that Express put a block on the package so I could not make any changes and only a representative from Express could make the change. When I called Express back and told the representative they needed to stop the package or remove the block so I could make the change I was told that they were unable to do so. Even with my *** premium membership, I was not allowed to make any changes in the shipping because of Express. They are the ones that made it impossible to get the package returned or redirected.

Regards,

***** ****
Initial Complaint
Date:03/01/2025
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 was gifted a gift card and was able to use half of it before Express decided to stop accepting gift cards online. The nearest store to me is an hour and a half away but I finally decided after about a year or so to head to the store to use the rest of my gift card. When I got to the register they said my card had a $0 balance. It took me about an hour and a half to get that situation resolved with their customer service representative via chat and he ultimately lifted a hold the gift card had. I ultimately ended up driving 3 hours total, spending 1.5 hours resolving the issue just to be able to use a gift card that at this point has no value to me as I will not be making another trip to this store in person. I am seeking the amount of the gift card to be accessed on their website via express cash and additional express cash for all the ******.
Business Response
Date: 03/07/2025
Dear BBB,

Thank you for your inquiry and for bringing this customer's feedback to our attention. On March 5, 2025, we reached out to the customer via email and have successfully resolved the matter.

Sincerely,
EXPRESS Customer Experience
Customer Answer
Date: 03/10/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23007543

I am rejecting this response because:
They unlocked my gift card but didn't acknowledge the amount of wasted time I had to put in the get my gift card to work.
Regards,

**** *******
Initial Complaint
Date:02/27/2025
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 had purchased 3 items online. Upon receipt, I decided the fit and style was not at all what Id expected and proceeded to send them back for a refund. I had placed the original order with gift cards, so I expected the refund to be returned in that same form of payment. On 2/13 I received an email containing a digital gift card in the amount of $45.09. Realizing this was no where near the amount I expected I proceeded to check my return online. It showed all 3 items being returned, and the amount due should have been $75.29. I then realized my return was showing as $68.30. This was the amount minus a shipping fee (no where was that noted when I proceed to start my online return or I would have lost certainly returned in person) but at this point this was irrelevant. I popped onto the online chat for express to find out why my gift card was incorrect. The *** I chatted with proceeded to tell me that my order return was not complete and that Id be receiving the remaining balance on another card. I found this to make no sense but I let it go. After 5 days I proceeded to reach out again. I spoke to 4 different ***s over 3 days with zero resolution. All insisted the card had been emailed even with my email screenshots showing I was sent a completely different card. I demanded a manager. I was told one would call. I waited 2 days with no call so I called. Was put on hold and then hung up on. Then I called back on 2/26 to which I was told a gift card with the remaining balance would be emailed within 1-2 hours. I gave them 24 hours. I called again on 2/27 and demanded a manager to which I was not given. I was told again about the magically card they showed attached to my account. When I asked for the 10th time to email it again I was told they were not able to do that. I was then told a new card would be issued ***** hours. I am beyond irritated over 68 bucks. Its no wonder this company is doing so badly
Business Response
Date: 03/07/2025
Dear BBB,
Thank you for bringing the customer's concerns to our attention. We reached out to the customer via email on February 28, 2025 to address their concerns. The customer accepted our resolution, and we consider the matter closed.
Sincerely,
EXPRESS Customer Experience
Customer Answer
Date: 03/10/2025
Better Business Bureau:

I accept the business's response to resolve this complaint. Although I find it very frustrating that it took weeks on contacting the business directly with no resolution to then having to escalate the matter to the BBB to get any response. Mind you the response was quick while the true resolution took another week.
While Ive accepted the resolution, I will no longer do business with the company.

Regards,

******* ********
Initial Complaint
Date:02/26/2025
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 am writing to formally file a complaint against Express, Inc. regarding the mishandling of an online order I placed on February 23, 2025. The issue arose when the shipping address for my order was automatically changed to an outdated address, a mistake that occurred in Expresss system, not due to any action on my part.After placing the order using Apple Pay, I immediately noticed the error and contacted customer service through both chat and a phone call within 30 minutes of placing the order (at 8:30 AM). Unfortunately, I was unable to reach anyone who could address the issue, as customer service was not available until 9:00 AM. Even after reaching a representative, I was told there was nothing that could be done to change the shipping address, despite the fact that the order had been placed very recently.There was no online option to change the delivery address after the order was placed, and the representatives I spoke with were dismissive and unhelpful. One representative advised me to contact the shipping carrier to resolve the issue. However, when I contacted the carrier, they informed me that only Express could make changes to the order.This experience has been incredibly frustrating, as I feel that Express has failed to provide adequate support or solutions to resolve this matter. I am requesting that the Better Business Bureau investigate this issue, as the lack of assistance and poor customer service I received is unacceptable.Thank you for your attention to this matter.
Business Response
Date: 03/05/2025
Dear BBB,

Thank you for bringing the customer's concerns to our attention. We take customer feedback very seriously and strive to provide the best experience for our customers. We reached out to the customer via email on February 27, 2025, with a resolution to address their concerns. However, we have not yet received a response from the customer. We kindly urge the customer to contact us at their earliest convenience if any remaining questions or issues need to be addressed.

Sincerely,
Express Customer Experience

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Express is NOT a BBB Accredited Business.