Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hi, My name is ***** ******-********, and I am filing a complaint against Express regarding my recent experience with their rewards program and customer service. As a loyal ********************** credit card holder and frequent shopper, I was shocked to discover that my rewards points were used in locations I have never visited, including *****, *******, and ***********. I only shop online at ************************** and have never made in-store purchases or returns in those states.Issue Summary:On February 3, 2025, I noticed unauthorized activity involving my Express rewards points. Concerned that my account had been compromised, I immediately contacted Express customer service via chat to report the issue and request an investigation.Customer Service Experience:During my chat session, I provided screenshots and repeatedly requested a review of my account activity. However, I was met with scripted responses stating that my rewards had simply expired and that my account was not compromised. The representative, Soma ******** ****** Kuna, failed to acknowledge my concerns about unauthorized use in states I have never been to.Despite my persistence, I was denied any resolution and was informed that escalation was only possible via phonean option I explicitly stated was not my preferred method of communication. After nearly an hour in chat, my request for a coupon or compensation for the inconvenience was also denied, further highlighting Expresss lack of concern for customer loyalty. 

  Business response

  02/04/2025

  Dear BBB,
  
  We appreciate your inquiry regarding this matter. On February 4, 2025, our team emailed the customer with a comprehensive explanation of her order and Insider account activity. As a courtesy, we also provided a $40 one-time Express Cash replacement. We havent received a response yet. If you or the customer has additional questions or concerns, please dont hesitate to get in touch.
  
  Sincerely,
  EXPRESS Customer Experience

  Customer response

  02/05/2025

  [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

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned Items purchase December 3rd and 18 and returned the items that were not fit or didnt look up to PAR. I kept 4 items(V-neck puff sleeve poplin dress, 21/2cotton blend trunk, high waisted knit side wide leg pants and v-neck sleeveless twist front wide leg jumpsuit). And I return all the other items in the big box they came and I did the return label online and only two items were included I didnt not have time to include the other items and I put all of them together in one box. The items were received on 12/27/24 and I kept calling because they never credited the items till I called January the 12 or 13th and they say they dont have the other items just because a label was not created. This was just a shipping label and *** would not know which item I had created the label for on **************************. I went to *** and they told me that express need to create a loss claim on their end. I should not be responsible for items I send and was received, just like they had the other 2 items that were in the same box. I need all items that were returned to be refunded. I made a payment of $139 and I should have a credit refund on the account and I should not owe anything. Order number are EXPR1911970625ct and EXPR1911961951ct

  Business response

  01/28/2025

  Dear BBB,
  
  Thank you for bringing the customers concerns to our attention. We reached out to the customer via email on January 24, 2025, and processed the refund after confirming the return was received. However, we have not yet received an acknowledgment from the customer.
  
  Sincerely,
  ********************** Customer Experience

  Customer response

  01/28/2025

  [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.
  They did refund me after numerous phone calls and messages send online. 
  Regards,
  
  ****** ******

• Initial Complaint

  01/18/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a gift card online from express. I didn't recieve it. I contacted customer service and they told me to wait 3 weeks. I waited and it still showed as not shipped in their website and i hadnt received it, I contacted them again. Their response was to continue to wait. I asked for tacking numbers and if it had in fact shipped, and they couldn't provide a tracking number or confirm it shipped because it didn't show in their system. So, again I waited. Still didn't recieve it so I contacted them a final time. Again told they cant give me a tracking number or confirm shipment and to wait longer. I told them to cancel the order and they told me they couldn't refund for a gift card and I would have to dispute the payment through my financial institution. Well, I disputed the transaction through ******. Express provided a bogus/invalid *** tracking number and my case was closed in favor of ************************* now I'm out the $100.I also attached a screen shot that I just took showing it still hasn't shipped, along with the first and last chat I had with customer service, ******* response and the *** page with the tracking.

  Business response

  01/23/2025

  Dear BBB,

  Thank you for bringing the customer's concerns to our attention. We have already contacted the customer via email on January 22, 2025, proposing a resolution to address their concerns. Unfortunately, we have not yet received a response from the customer. We kindly request that the customer respond to us at their earliest convenience so that we can further assist them.

  Sincerely,

  EXPRESS Customer Experience

• Initial Complaint

  01/10/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased an item online that was on sale for $99 however, a few days later it came up on another sale for $79. I contacted customer service, but they informed me that their policy is that they can only provide a refund for the difference if the item was not on sale. I, however, would still like to request to receive the refund for the difference since I couldve purchased the item for less not long after the original purchase.

  Business response

  01/17/2025

  Dear BBB,
  
  Thank you for sharing the customer's feedback with us. We understand that the customer is disappointed with our decision not to honor a price adjustment. However, our policy prohibits price adjustments on previous purchases made during a storewide sale or involving specially priced items, clearance, or final sale merchandise. These exclusions and other Terms and Conditions are available for reference on our website.
  
  This decision is final and we consider the matter closed.
  
  Sincerely,
  Express Customer Experience

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a text message from my credit card company alerting me of a purchase made on **************************. I did not place this order, my express account was hacked. I contacted express through chat and was told they could not cancel the order for me as it was processing and to call their customer service department instead. I called and reported the fraud and was placed on hold for several minutes. When the representative came back she said it was already flagged in their system as fraud but they would still be shipping it, even though they know its fraud. She wanted me to contact the shipping company and request it be returned to the shipper. I told her they are making me do a lot of work to correct their mistake. She did not care and offered no other solution. I live in *****, my billing address is *****, and every order I have ever placed has been shipped to my billing address in *****. This order is being shipped to *****, why doesnt express require additional verification before allowing an order like this to go through? And then they want to place the burden on the consumer who is the victim of fraud? I will never do business with this company again, they couldnt care less about customer service or making their site more secure!

  Business response

  01/09/2025

  Dear BBB,
  

  Thank you for sharing the customer's feedback with us. ********************** places the highest priority on customer trust and privacy. We work diligently to prevent such issues from occurring, and we regret to hear of the customer's experience. As the customer mentioned, we informed her that ********************** allows a very short window to cancel any order, even those reported as fraudulent. While we have taken note of her feedback, we regret that we are unable to provide further assistance in this matter. Any fraudulent charges must be disputed with the customer's financial institution, as they are responsible for investigating the fraud and reaching a resolution. 
  

  Sincerely, 
  Express Customer Experience

  Customer response

  01/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22778804
  
  I am rejecting this response because: 

  The business offers no apology or concern for the way they are treating a former loyal customer.  I understand fraud happens, but Express clearly cares more about trying to get a sale at any means and helping the scammer rather than the customer.  I am concerned this is happening frequently at Express and they are hoping customers dont notice so they can get the sale.  They are failing to properly verify transactions and then placing the burden on the customers and credit card companies.  I was on their a list tier and a member of their mvr community but there are plenty of other places to shop.  An apology would have gone a long way but clearly they just dont care. I do plan to make a post in the mvr community as well to let other customers know.  I hope this is posted on the website so others can see the lack of empathy from the business.  
  
  Regards,
  
  ***** **********

• Initial Complaint

  01/01/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My parents bought my husband a Christmas gift (order EXPR1908528836CT). On January 1, 2025 (one week after receiving the gift) we went to the store to try to exchange for a larger size. The associate at the **********, ** location would not allow an exchange or a store credit, saying the purchase was made more than 30 days ago. This is unacceptable, especially around the holidays. This was a gift. Now we have clothing that does not fit. I will not shop at Express if this is how they conduct business.

  Business response

  01/06/2025

  Dear BBB,
  
  Thank you for bringing the customer's concerns to our attention. We have already reached out to the customer via email on January 2, 2025, with a resolution to address their concerns. However, we have not received a response from them yet. We kindly request the customer to respond to us at their earliest convenience so we can further assist them. 
  
  If you have any additional questions or concerns, please do not hesitate to contact us. 
  
  Sincerely,
  EXPRESS Customer Experience

  Customer response

  01/06/2025

  [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

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today Dec 30 I tried returning a shirt I bought to the express store I was told at the store I could not return said item I went home and called express and was told I could return the item to store after trip #2 to store I called express again and was told I can return to store just not the store in our mall here in ******* or I can mail the item and pay 6.99 shipping why would I pay to ship if I can return directly to store for free now Im being told that my only option is to pay the shipping fee I paid shipping to get the product

  Business response

  01/06/2025

  Dear BBB,
  
  Thank you for bringing the customer's concerns to our attention. We have already reached out to the customer via email on January 2, 2025, with a resolution to address their concerns. However, we have not received a response from them yet. We kindly request the customer to respond to us at their earliest convenience so we can further assist them. 
  
  If you have any additional questions or concerns, please do not hesitate to contact us. 
  
  Sincerely,
  EXPRESS Customer Experience

• Initial Complaint

  12/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Package received missing contents. Express.refused to help and told me to file a claim with ****. When I went to do that I found out the didn't ship the package with any insurance and they still refuse to help me.

  Business response

  12/20/2024

  Dear BBB,
  
  Thank you for sharing the customer's feedback with us.  While we are disappointed to hear about the delivery issues she has encountered with her order, we regret to inform you that we are unable to assist in resolving this matter.  We recommend that the customer continue working with *** through their claims process for a resolution. Furthermore, please note that Express does not provide 'signature delivery' services, and the customer is aware of this fact from her previous orders with us. If she decides to place future orders with us, we encourage her to contact the designated carrier directly to explore any value-added service options they may offer for a successful delivery or pick up.
  
  Sincerely,
  Express Customer Experience

• Initial Complaint

  12/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/1/24 I purchased 557.04 worth of merchandise from Express. My order was shipped into 2 separate packages. I received the first package on 12/4/24 which was delivered by FedEx. See attached picture. My front door is grey! The second package was shipped through UPS which was delivered to the incorrect address. The picture is of a totally different home. If you google my address it shows my home is Grey not tan with brick. I contacted UPS and opened a case. UPS closed my case without investigating FALSELY STATING they were not able to reach me. LIES!!!! I received an email fromUPS which I replied back to. I contacted Express customer service who advised me to contact UPS. UPS advised me to contact Express. As of today I’m still missing the package that’s worth 504.22. Per Ivan the rep I spoke to at CommenityBank the issuer of the store card for Express)… because the package was spilt into 2 shipments the card was charged Per each shipment (first shipment was 52.82 and second shipment was 504.22 totaling 557.04) I had an issue with this store back in 2023 when paying my store card off. They advised they didn’t receive the payment BUT the check cleared my bank and they were still trying to bill me late fees…. At that time I should have closed the account and disassociated myself with the retailer. I’m requesting a refund of 504.22 for the undelivered merchandise. Please see photos attached of incorrect address delivery.

  Business response

  12/18/2024

  Dear BBB,

  Thank you for bringing the customer's feedback to our attention. While we are disappointed to hear about the delivery issues she has encountered with her order, we regret to inform you that we are unable to assist in resolving this matter. As the customer has already filed a claim with UPS, they are the appropriate party to handle this issue. We suggest that the customer continue working with them to reach a resolution. 

  Sincerely,
  Express Customer Experience 

  Customer response

  12/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22655711
  
  I am rejecting this response because:

  I PAID Express for the merchandise. They chose to ship the merchandise with UPS. I will not pay for goods I have NOT received. For the merchant to disregard any accountability for this matter unacceptable!!!! Express should be in touch with UPS NOT ME!!!
  ****** *******

• Initial Complaint

  12/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I woke up this morning to an email confirmation dated 12/7/2024 0318 hours, thanking me for my order at **************************. I did not place this order--it was placed to ship to a bodega in the ***** using Overnight delivery for two items (multiple quantities of each) for an order total of $178. I contacted Express customer service via telephone at 0902 hours and spoke with a representative and supervisor, who claimed they were unable to alter the order in any way because it had moved to "Processing" status. They offered two solutions--contact the shipper to redirect the package or dispute the charge with my bank. There are issues with each of these "solutions;" a shipper will not, due to security/fraud reasons, change a shipping address at the request of the customer. Only the shipper (retailer) can do this. Second, my "bank" is my Express Credit Card through ************** I feel that all of these red flags about this order--the timing, the quantities, shipping address and method, etc. should have flagged a fraud alert in Express's system that would either deny the order or require additional information for processing. I did not receive any additional emails or texts serving as 2FA, so this order quickly went through Express's system without issue. By not preventing fraud or helping customers who are victims of fraud, ********************** is contributing to a greater problem happening here locally and across the country. I plan to attempt to contact the carrier (I don't expect success with this, as you cannot speak with a human for the major carriers) and ************* when the charge fully posts, and hope there are other means for BBB to assist as the Express phone, chat, and X (*******) representatives provided no reasonable solutions for a customer affected by fraud. If left unchecked, this will continue to happen to others who may not pay as close attention to their accounts as I do. Changing passwords AFTER an event happens does not fix what has already been done.

  Business response

  12/12/2024

  Dear BBB,
  
  Thank you for sharing the customer's feedback with us. ********************** places the highest priority on customer trust and privacy. We work diligently to prevent such issues from occurring, and we regret to hear of the customer's experience. As the customer mentioned, we informed her that ********************** allows a very short window to cancel any order, even those reported as fraudulent. While we have taken note of her feedback, we regret that we are unable to provide further assistance in this matter. Any fraudulent charges must be disputed with the customer's financial institution, as they are responsible for investigating the fraud and reaching a resolution. While we understand that sharing our intentions and apologies may not completely resolve the customer's frustration, we hope that it does help restore her confidence in our commitment to her and all our customers.
  
  Sincerely, 
  Express Customer Experience

  Customer response

  12/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22654132
  
  I am rejecting this response because: [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22654132
  
  I am rejecting this response because: Zero safeguards against fraud, zero willingness to assist a customer when fraud has been detected, and zero meaningful solutions for resolution and customer satisfaction?  Thats unacceptable.  I have been a loyal Express customer since I got my first job out of college in 2012, and use my store credit card to make purchases.  None of this was factored into any of the service (well, lack thereof) that I have received, and I do not accept the response of Sorry, but nothing we can do.  Express, as a retailer, has a responsibility to protect its customers, and I have not seen any attempts at this throughout this experience.
  
  I spent many hours of my own time attempting to resolve this issue.  During this process, I created a *** My Choice account, added the Bronx shipping address to my profile, and was able to pay $5.99 to redirect the package from the fraudulent address (a bodega in *****, **) to a *** store local to me.  I believe, at the very least, Express should issue a physical check for $5.99 to cover this cost.  Its literally the least they can do to remedy the situation because the amount of time I spent working the issue on my own is worth far more than $5.99.  $5.99 is also a lot less money than Express would lose if I ended up filing a credit card chargeback with Comenity (again, Expresss very own store card) to dispute the fraud.  Proof of the pickup process, as well as a snapshot of the $5.99 charge on my credit card, are attached to my response.
  
  I initiated a return on **************************, and will be dropping the package off at the same *** store I picked it up atagain, more work than a customer affected by fraud at the hands of Express should have to do.  I am receiving a full refund for the items ordered fraudulently on my account.
  
  Not knowing exactly what personal information the fraudster has is unsettling, and I feel violated.  I have done everything as a consumer to protect myself in the future, including freezing all three of my credit reports, obtaining and reviewing copies of my credit reports, and changing passwords for my email address, ************************** account, and Comenity ********************** card account, and at this point I expect a better resolution from Express.
  
  Regards,
  
  ***** **********
  

*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. ↩