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Womens Clothing

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Initial Complaint
07/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I placed an order for several items on 7/2. They were all shipped and received separately. I received one of the items, Navy Pinstriped dress pants, on 7/8- the bag it arrived in was in great shape. Once I took the pants out, I noticed immediately the fabric was in bad shape. It looked as if someone wore these pants numerous times, then put them in a washer & dryer, only then to return. The fabric has little fuzzballs all over it- the stitching in the waist coming undone- pieces of thread sticking out, and the legcuffs stitching coming undone, with threads loosely sticking also. Furthermore, I noticed a hole n the pant leg, at the bottom of the cuff. These are dress pants meant to be worn with a blazer. Things happen, I get that. This complaint is about the condition of the pants, but more importantly the way I was treated- My 1st call was pleasant, a rep informed me not to worry, she'll send out a replacement immediately due to the condition, as I would expect- (I wasn't the one that sent the pants in bad shape, QA should've caught this) and that she'll waive shipping back for the original. A few hours passed, and no confirmation email of the above, so I called back, and it went down hill from there! I was advised that I was lying about this, was hung up on(once by an actual supervisor disconnecting the call, and the other supervisor abruptly placed me on hold, w/o even telling me 15mins into the call, and left me on hold for 14 mins, w/o checking in/getting back on the phone, so naturally I disconnected that call.) I even provided the name of the rep, and they located her in the system. Apparently not good enough. During the call, I had to instruct the sup to stop yelling at me, and after 4-5 times, his response was "what if I am yelling, what's wrong with that." I was in the twilight zone. SMH. My request wasn't unreasonable- I didn't ask for compensation, all I wanted was the item I paid for, the way it was presented. Not enough space to list everything-terrible
Business response
07/10/2024
Dear BBB,

Thank you for bringing this customer's concerns to our attention. It is important to us that all our customers have a positive experience with our company. Today, on July 10, 2024, we reached out to the customer to apologize for his disappointing experience. We have taken the necessary steps to address the service issues and refunded the defective item. Additionally, we offered a token of appreciation as a gesture of goodwill, but unfortunately, the customer declined.

If you have any additional questions or concerns, please contact us.

Sincerely,
Express Customer Experience
Customer response
07/11/2024
[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:
******* ******** ********************
Attachments
1:23?PM (1 minute ago)
to ************************

Complaint: ********

I am rejecting this response because: As you can see in the pics above, this was a disgrace that can not be swept under the rug- specifically, having a supervisor tell me I'm lying, followed by asking me this question after I repeatedly instructed him to stop yelling at me- "what's so wrong with me raising my voice at you?" not to mention being hung up on, then being abruptly placed on hold while I'm speaking; only to be left on hold for an additional 10-13 mins before I decided to hang-up. Apparently Express fosters this type of work place, and it's acceptable for them. I came to this conclusion based on reading their response. Refunding for an item that looks this way(pics attached) with a hole in it, is to be expected. Express mentions this as if they're doing me a favor- No, they did not. I had to download the return label, nothing in the bag, not even the return slip, I was the one to package it, and I was the one that dropped it off to a local UPS the following morning (1Z72X*********1772.) Had this been the initial response when I first called in, then maybe I would've accepted, but all the time and effort, placing phone calls, being called a liar, disrespected, hung-up on, yelled at, lied too, and the list goes on. Furthermore, you get paid for your time responding/helping customers, I don't! I refuse to accept this response. This is exactly why Express is in Bankruptcy- the service! I know mistakes will always happen with clothing, and human error- I get that, but I REFUSE to be spoken too, and disrespected that way. I saved names, times, and everyone knows the calls are recorded. Corporate still hasn't called. Rather than sending out a replacement, since express dropped the ball, I was forced to personally place a new order for the item (previous reps tried to help after the fact, but this Paul supervisor cancelled the "replacements/exchange" order since it was going out for free with the understanding I return the original (I have been with Express since 2020-21, along with being a cardholder that same amount of time, with zero blemishes, and the few times, maybe 3, that I started a return, the item has always made it back to Express.) Rep shared this info with me. The following day, I called in to make sure all info was being forwarded to Corp. I was then told the item was sold-out, and this was the reason for cancellation. Strangely enough, as I stated above, I placed the order myself, as a new charge in full, and apparently I have the magic touch, because this order wasn't canceled. In fact it has already shipped. As I mentioned, I put too much effort into this, between the calls, incoming/outgoing (It's true, Express called yesterday, mind you, days after this nonsense, and it's also true that I declined the resolution they offered bc its a joke.) If you want to make it right, then cover the cost of my replacement that I had to go through all this trouble to make right- ME, not Express! A consumer should never have to go through all of this, and be spoken to this way! Just like you, I can spend my money anywhere I want nowadays- just like you. We literally have every single brand brought into our home everyday via the web. I choose to spend it with Express, but unless this is corrected, I'll think twice before placing a new order. Also, there's so much more that was said to me in disrespect, and that contradicts what other reps have said. As I mentioned above, If you truly want to make it right, and continue our business relationship with me making purchases as often as I do, then this is the resolution I'm seeking. At this very moment I have over $300 in my cart, just itching to use this coupon code that I received, along with the $10 Express cash that I earned from my previous purchases. Please do the right thing. TY

Regards,

******* ********

5 Attachments
Initial Complaint
07/07/2024
Complaint Type:
Product Issues
Status:
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.
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
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 response
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
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
Initial Complaint
07/03/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My name is Ms. ****** order ****************. I'm writing to be assisted with a price adjustment for this particular order. I purchase one item on 6/29/24 in the amount of $ 172.02 and the price decreased on 7/3/24 in the amount of $ 138 . Please assist with providing me a price adjustment for this order. Thank you.
Business response
07/05/2024
To Whom It May Concern,

Thank you for sharing this customer's concerns with us. We were able to speak with the customer today, July 5th, and have reached a resolution.

If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Customer response
07/06/2024
[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
06/28/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased 4 items from Express. The sizes were off so I went to their store to return. 2 of the 4 items were part of a sub brand apparently called Upwest. Express said you have to call Upwest to get your return label. My purchase was made on my Express credit card It's been over a week I have been reaching out to Upwest they won't respond or pick up their calls. I get a message that their customer serv is closed I reach out to Express they said "we don't work with Upwest anymore" how did you stop working with them in the 3 weeks I purchased the item and why is Upwest still on your website The fact that this expense is on my Express credit card if i don't pay it I will incur alot of late fees and interest charges which will ruin my credit score. Screenshots attached of my interaction with Express's team and reaching out to Upwest
Business response
07/05/2024
Dear BBB,

We appreciate you sharing this customer's concerns with us. We spoke with the customer on July 2, 2024, and the issue was resolved.

If you have any more questions or concerns about this, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Customer response
07/08/2024
[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
06/26/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Today June 6, 2024 @ 11:00 am EXPRESS is running advertisement stating "Price Reflects 80% Off" several merchandise like: style # ******** in Hot ****************************** # ******** in White. Once you add to cart price does not reflect 80% off. I called & spoke with OP ***** who stated he does not see advertisement & is unable to correct the issue. I asked to speak to supervisor & got ****** who provided me w/an email to send picture of advertisement. I did. He reviewed & put me on hold. Came back & stated that he sees the advertisement but is unable to make the change in price to reflect advertisement, so is unable to assist. I would like to purchase the 3 items I mentioned at the 80% off advertisement that is showing the pictures I provided. Please assist.
Business response
07/10/2024
Dear BBB,

We appreciate you sharing this customer's concerns with us. We spoke with the customer today, July 10, 2024, and resolved the issue.

If you have any questions or concerns about this, please feel free to contact us.

Sincerely,
EXPRESS Customer Experience
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On May 9, 2024, I purchased the Body Contour High Compression Bustier with Bra Cups (Order No. ***************** from Express online store. When I received the order I noticed the store sensor was still attached. I took it back to an Express store and they could not remove the sensor because they did not have the correct remover for that sensor. They also would not allow me to return the item because it’s a bodysuit. I then started a chat with Express online and told them what happened. I sent pictures of the item. It’s never been worn and still has all the tags on it. The rep first offered a refund, then told me to contact my bank and challenge the charge because she could not give me a refund because I may charge it again. Which made no sense to me. I want my money back and somewhere to send this bodysuit because it useless. The sensor cannot be removed so it cannot be worn.
Business response
07/02/2024
To whom it may concern,

Thank you for bringing this customer matter to our attention. We tried to reach out to the customer on June 25, 2024, and subsequently, but unfortunately, we were unable to establish contact. In response, we have initiated a refund for the amount paid and provided an Express Cash gesture as goodwill for the inconvenience.

We appreciate the opportunity to address the concerns raised and invite the customer to contact us if further assistance is needed.

Best regards,
EXPRESS Customer Experience
Customer response
07/02/2024
[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
06/21/2024
Complaint Type:
Product Issues
Status:
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.
I have made multiple attempts within the company’s return policy to make a return. I was denied a return multiple times at multiple locations because their stores are “going out of business”. The Return policy never mentioned the return would be denied based on location. This information was never made public knowledge. After multiple attempts and denials of my return at several locations due to “closing”, I finally found a location that’s remaining open and willing to accept returns. At this point I was then denied the return because I was 2 days past the 30 day return window. I spent the 30 day return window trying to find a location that would even accept my return. I wasted time and gas driving to multiple stores over sever days. When I purchased the items I should have been notified that returns were not being accepted at all locations. I would like my return honored or my money back for the items. I have communicated several times to their customer service. They refuse to help. It it not my responsibility that they refused returns at their locations. The company should hold themselves accountable for their actions. This has been a terrible service experience.
Business response
06/26/2024
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 aim to be transparent and communicate effectively with our customers. On January 1, 2024, we updated our Returns and Exchanges policy to a 30-day period. This information was clearly communicated on our website and store receipts. We also make it a practice for any store permanently closing to have prominent signage stating that "All Sales are Final" and that all transactions are considered final sales, with no returns or exchanges accepted.

While we cannot accommodate the customer’s request for a refund or exchange, we will consider her feedback as we review our policies and assess our business's future needs.

Once again, thank you for sharing this customer's feedback with us.

Best regards,
Express Customer Experience
Customer response
06/26/2024
[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: This statement is false. The store I shopped at had no store closing signage posted and I was no way informed of stores closing or returns being accepted at only select locations. Nowhere on the company website does it currently indicate that returns are only accepted at select locations or that stores are closing.
Regards,

**** *****
Customer response
06/26/2024
The store I shopped at had and still has no signage, I received no verbal warning and the website currently does not indicate there are locations not accepting returns. I tried multiple times to find a location to accept my return well before the 30 day window closed. I was denied every time. The website and return policy does no accurately indicate returns could be denied before the 30 day window.
Customer response
06/26/2024
The store I shopped at had and still has no signage, I received no verbal warning and the website currently does not indicate there are locations not accepting returns. I tried multiple times to find a location to accept my return well before the 30 day window closed. I was denied every time. The website and return policy does no accurately indicate returns could be denied before the 30 day window.
Business response
07/03/2024
Dear BBB,
We understand that the customer is disappointed, and we apologize for that. Our decision is final, and we are unable to make an exception to accommodate her request.
Please visit **************** for policy information or helpful FAQs.

Sincerely,
Express Customer Experience
Initial Complaint
06/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On or about 6/19/2024, a scammer hacked my Express account and purchased several men’s underwear with the credit card saved in the account. The billing address did not match the credit card, but the payment was still processed, for some reason. Within approximately 30-40 minutes, I notified Express that the purchase was made fraudulently, yet Express STILL sent out the items in multiple packages later night AND the following day. They had ample time to cancel the order to ensure the scammers did not receive the items, yet they still sent out the items. Please investigate whether they are working with scammer entities, as it makes no logical sense for them to have 1) allowed the purchase to go through and 2) sent the items even after their system reflected the purchase was fraudulent.
Business response
07/03/2024
Dear BBB,

At Express, customer trust and privacy are important to us. It’s unfortunate to hear of the customer’s experience, as we take extensive measures to prevent such incidents. We have spoken to the customer and explained that we have a very short window to cancel orders once they are placed. While we have taken note of the customer's feedback, we are unable to provide further assistance in this matter. Any fraudulent charges must be disputed with their financial institution or law enforcement. We understand that our words and apologies may not fully alleviate the frustration, but we hope it will help restore their trust in our commitment to providing exceptional service to all our customers.
Sincerely,
Express Customer Experience
Customer response
07/05/2024
[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: 1.) EXPRESS had a responsibility to reject the purchase. They were negligent and failed to take reasonable due diligence by allowing the purchase, as the billing address was incorrect AND the
delivery address was to a well known scammer address. A public domain search indicates that EXPRESS had prior customer fraud complaints (i.e. notice) that the ******* delivery address was linked to a scammer.

2.) EXPRESS had ample time to stop the MULTIPLE (at least 4) deliveries made to the client, but failed to take any reasonable action to stop the multiple deliveries. They were notified within appx. 30-40mins of the fraudulent purchase being made, as records show that the purchase was made at appx 8:01am Central and EXPRESS was notified at 8:38am.

EXPRESS was grossly negligent in allowing the purchase and deliveries of these fraudulent purchases.

******** *******
Business response
07/05/2024
Dear BBB,
Thank you for bringing the customer's feedback to our attention once again. We appreciate your efforts in ensuring that our customers' concerns are heard. We understand that she may be disappointed with the outcome, but we want to reiterate that we are unable to provide further assistance in this matter. As we have mentioned before, any fraudulent charges must be disputed with their financial institution or reported to law enforcement.
Sincerely,
Express Customer Experience
Initial Complaint
06/13/2024
Complaint Type:
Product Issues
Status:
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.
Ordered several pairs of jeans, all the same size, and 2 pairs were defectively sized way too small. I tried to return the jeans at a local store. They refused due to not being able to process the return, because it was an Express Outlet. I was told I could return them at the Springfield, MO store. The store is over an hour away. The store refused the return due to the shipping date. I explained when I received the package and I have tracking information as well. They said there’s nothing they could do. The issue I find with this is no exchange was offered. Therefore, Express is scamming customers out of money. I have 2 pairs of jeans for around $200 I am out of pocket for and they can’t even exchange them? If these were a clearance item, I would understand a little more, but this is terrible customer service! I contacted customer service and they could barely speak English. Express should at the very least be able to exchange their products for a different size. One pair of jeans was delivered May 15th, and the other pair was delivered May 18th, it’s June 13th. After the runaround, I am still within 30 days, but no exchange?
Business response
06/25/2024
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.

At Express, our top priority is to provide our customers with products that wow them. We want every item to be a perfect fit and exceed their expectations. However, we understand that sometimes things may not work out as planned. That's why we have a 30-day return and exchange policy from the shipping or in-store purchase date. This allows our customers to rectify any issues and find the perfect item that suits their needs. Items purchased on our website can be returned by mail or to any Express retail store, excluding closing or Express Factory Outlet stores.

Once again, thank you for sharing this customer's feedback with us. We will consider it as we review our policies and assess our business's future needs.

Sincerely,
Express Customer Experience
Initial Complaint
06/10/2024
Complaint Type:
Product Issues
Status:
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.
Like some of the other complaints, I was also burned by the change in return policy. I would have been fine with store credit as I shop at Express often, but to my surprise, Express did not provide that as an option. I have 3 items that I did not intend to keep.
Business response
06/25/2024
Dear BBB,

Thank you for contacting us regarding this matter. It is unfortunate 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 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 take the customer's feedback into consideration 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 response
06/25/2024
[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:

My purchase was done online. If it was clearly stated as Express claims, me and all other customers would have seen it. Business did not offer a resolution in this response.

Regards,

****** *******
Business response
06/28/2024
Dear BBB,
As previously communicated, the customer's purchase does not qualify for a return or exchange as it has surpassed our 30-day deadline. We are unable to accommodate her request and consider this matter closed. We value the feedback and concerns shared and thank you for bringing it to our attention.
For further details about our Returns and Exchanges policy, we kindly direct you to our website at ****************
Sincerely,
Express Customer Experience
Customer response
07/01/2024
It's true that I didn't return it within 30 days, my initial complaint stated that just like countless others on the BBB site. However, that is because the business never communicated the change in return policy. I have patronized Express for years and come to expect I have 60 days to return an item. They changed the return policy without any communications and provided no way to even get store credit instead of a refund. If Express didn't do this intentionally and without regard for its customers, I would have been alerted to the policy change while checking out when I purchased those items.
Business response
07/02/2024
Dear BBB,
We understand that the customer is disappointed, and we apologize for that. Our return policy was revised on January 1, 2024, and this information was communicated on our website and store receipts. Our decision is final, and we are unable to make an exception to accommodate her request.
Sincerely,
Express Customer Experience
Customer response
07/05/2024
[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: Business failed to communicate policy updates in a manner that doesn't adversely impact customers.

Regards,

****** *******

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