ComplaintsforExpress

Womens Clothing

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Initial Complaint
06/06/2024
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.
Placed an order, returned it within 30 days of the shipping date per the return policy on the website but the item was returned to me refusing my refund. I have all emails receipts etc as documentation. Case # ********
Business response
06/07/2024
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We emailed the customer today, June 7th, and have begun communicating in an attempt to resolve the issue and offer a solution.

Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Initial Complaint
06/06/2024
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.
An order was placed fraudulently using my account using ******. I spoke with customer service with a lady named ******* or ******** and firstly they lied to me and told me they cancelled the order. The very next day I received an email saying the order had shipped. I then spoke with the manger named ******. ****** was not helpful in the slightest, as he then told me do not file a dispute with my bank, did not acknowledge that the company lied to me the first time and will not give me a return label. He additionally said they cannot reach out to ******, and could not stop the package from being delivered. I am still waiting on a call back and I have not received any information yet. I intend to now file a dispute with my bank because Express has been useless and full of lies and incompetence.
Business response
06/07/2024
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We attempted to reach out to this customer on today, June 7th and unfortunately we were unable to speak with her directly. We have, however, begun communicating via email in an attempt to resolve the issue and offer a solution.

Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
After multiple chat contacts, the following remains unresolved. I was sent two items and the measurements were entirely wrong. I proved this with images and measuring tape. I was told I would receive a full refund and my $40 in express cash would be refunded. While some has been refunded, my refund remains short by $1.58, and there are no updates on the $40 express cash, despite being promised both within 48 hours. I can't repeat myself to multiple reps for weeks. Just refund everything as promised please. Thanks!
Business response
06/06/2024
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We emailed the customer today, June 6th and have begun communicating in an attempt to resolve the issue and offer a solution.

Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Customer response
06/11/2024
[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 as they provided the requested refund. Thanks.

Regards,

****** *****
Initial Complaint
06/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order via the express.com website on April 8, 2024. I received the order on April 21, 2024. The total amount of the order placed was $329.99 and included a variety of clothing (jeans, sweaters, shirts, etc.). One of the items in the order was damaged and I attempted to return the item at a local store on May 9, 2024. Upon showing the store rep my order information, I was informed that I needed to contact the online customer service number, as the return was past the 30-day window. I asked the store associate why I needed to contact the online customer service when the item was damaged and still had the original tags attached. The associate was unable to provide an answer. As I was booked with a full schedule of patients on 5/9/24, I was unable to contact customer service until 5/10/24. I attempted to explain the issue to the customer service representative multiple times without success, as the representative repeatedly informed me that there was nothing that could be done, as it was past the 30 day return/exchange policy. The representative would not acknowledge the fact that the item is damaged, even when informed that I could provide photographs reflecting the damage/defect and show that the original tags remained intact. I have spoken with no less than 6 individuals via the phone using the number provided on the website ***** ******** and each call ends with my frustration level greatly increased, as I have an item which was sent to me in a defective state and am left with no remedy, as to have it repaired by a tailor would cost more than the cost the jeans were purchased for. Express has my money and sold me a defective item that they believe I should keep, as though purchasing defective clothing is a perfectly acceptable and reasonable practice. No questions asked. Originally I wanted only to exchange the defective item, but the manner in which I have been treated by Express has left me only wanting a refund, as I will never shop there again.
Business response
06/06/2024
To Whom It May Concern,

Thank you for sharing this customer's concerns with us. We were able to speak with the customer today, June 6th, and have begun working towards a resolution.

Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Business response
06/10/2024
To Whom It May Concern,

We appreciate the opportunity to resolve the customer concerns and for her additional feedback.

We thank you again for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations

Customer response
06/10/2024
[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:

Pending the refund for purchase amount of the item in question, I accept the business's response to resolve this complaint.

Regards,

******* ****
Initial Complaint
06/04/2024
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 purchase a gift card…$25. I attempted to use the gift card online. The message I was given was that could not use the gift card at a store that was going out of business. I chatted with customer service. They confirmed that I could not use my gift card for an online purchase at any store that was going out of business (all of them). They stopped producing gift cards on April 29th and that was the last day they could be used online. We are unable to travel to the location to purchase what we wanted to get (over an hour away). Not sure why they aren’t honoring the gift cards that were issued already?!?!
Business response
06/05/2024
To whom it may concern,
Thank you for bringing this customer's concern to our attention. We are sorry for any disappointment caused by the recent changes to our gift card policy.
As stated on our website, Express gift cards and store credits can currently only be redeemed in-store, except for stores that are permanently closing. We understand that this may cause inconvenience for our customers who prefer to shop online. However, we are pleased to inform you that our gift cards have no expiration date, giving our customers the flexibility to use them at any of our participating stores nationwide, whenever it is convenient for them. We have also taken the necessary steps to reiterate this information to the customer.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns about our gift card redemption policy, please do not hesitate to visit our Retail Customer FAQ (****************) for more information.
Sincerely,
EXPRESS Customer Relations
Customer response
06/05/2024
[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:
I did not purchase the gift card under the pretense of having to ONLY have the option of using it in store. Had I known this was my only option, I would not have purchased the gift card.
Regards,

******* **********
Business response
06/05/2024
To whom it may concern,
Thank you for bringing this customer's additional concern to our attention. We are sorry for her continued disappointment caused by the recent changes to our gift card policy.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns about our gift card redemption policy, please refer to our advancing Express website (****************) for more information.

Sincerely,
EXPRESS Customer Relations
Initial Complaint
06/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed in online order at express.com for men's dress shirts. The package was marked as delivered by the carrier. I am unable to file a claim for a missing package and express has not been willing to send me a replacement or offer me a refund. It was Order #: **************** | Order date: May 26, 2024.
Business response
06/05/2024
To Whom It May Concern,

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

Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Customer response
06/05/2024
******* *******' via Dispute Resolution - Shared Inbox <[email protected]>
Attachments
Jun 4, 2024, 3:08 PM (19 hours ago)
to [email protected]

Here is proof from USPS that I did not receive the package.
One attachment
• Scanned by Gmail
Initial Complaint
06/02/2024
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 multiple items from Express in late April and received all items in May. I assumed I could return the items within May. I visited the store in May to return the unfit items but was rejected. The staff explained that I couldn't return the items because it was over the allowed time. The staff explained that consumers must return the items within 30 days from the purchase day. I agreed and left because I did not read the return policy. I don't know what to do with these unfit clothes. I checked the return policy and found it was 30 days from the shipping date, not the purchase day as the staff explained. I checked again on the return email instructions. It was calculated based on the purchase date, not the shipping day. My order was on April 29. The shipping day was May 1st. May 29 was the deadline to return in the return email instructions. Their actual actions do not align with their policy.
Business response
06/04/2024
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We reached out to this customer today, June 4th and we were able to briefly connect. We have begun communicating via email and phone in an attempt to resolve the issue and offer a solution.

Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Initial Complaint
05/28/2024
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.
Date of purchase: 04/19/2024 Date of attempted return: 05/19/2024 Express.com: We're happy to accept returns for items within 30 days of the shipping date with a valid receipt. Counting from 4/19/2024 to 05/19/2024 is 30 days. I chatted with a representative on 05/19/2024 to help with a return. I was informed that the date I was attempting to return (05/19/2024) was outside the 30 days. The girl I chatted with said she would work it out and send me a return label. She said wait 3-5 business days. Today (05/28/2024) I chatted with a man (Enrico) who told me that my return request was outside the 30 days. I explained the situation and he basically said no and then discontinued the chat. It felt like he hung up on me, which in any customer service field is disrespectful. Then I called Express.com customer service to see if I could explain to someone in person. The woman I spoke with was courteous but I really couldn't understand her and I'm not sure she understood me. I asked to speak to a supervisor and then she told me that the date they start counting 30 days begins on the day the order is placed which I disagree with. That is not clearly written on their exchange policy. Counting from April 19 to May 19 would be 30 days but the way they count it is 31 days. That should be clearly written on their exchange policy. I'm disappointed with this company. All the stores in my area have closed, the closest store to me is 130+ miles away. I have no choice but to order online. I have been purchasing from this company for over 36 years. They keep saying they value my business but then I have to fight them for a return that they are nitpicking over a few hours. I'm not seeking anything special, I'm simply asking for a store credit. I would like to have this resolved and feel good about continuing to purchase from Express.
Business response
05/30/2024
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We attempted to reach out to this customer Today, May 30th and unfortunately we were unable to speak with her directly. We have, however, begun communicating via email in an attempt to resolve the issue and offer a solution.

Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations
Initial Complaint
05/27/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a coupon in the mail, tried to use the coupon online but was not able to do so because my item was on sale, but previously I have always used coupon on regular sales except clearance or special sales. I decided to contact customer service through chat and was told to go ahead and place an order and they would apply the coupon code afterwards, it took me few minutes and the chat was ended. after placing the order I tried chat and calling express but no one wanted to help or assist me in anyway including a supervisor ******.
Business response
05/29/2024
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We were able to speak with the customer today, May 29th, and have reached a resolution.

Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations

Customer response
05/29/2024
[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
05/25/2024
Complaint Type:
Billing 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.
Express is falsely advertising to customers to get them to apply for a store credit card. On their website, they state if you apply for a credit card and use it for the current transaction that you will save 20%. This is demonstrably false. On Friday, May 24, 2024, I went to purchase two suits, totaling $512.04. I noticed at the top of the webpage, it stated if I apply for a store credit card I can save an additional 20%, $95.04 today. I applied for the card and was approved but the discount was not applied. They didn’t send me the information to use the card or give me any way to use the card online. I spoke with four different employees. I was told I would receive an email with the offer within 24 hours. That I could wait to make my purchase then. I never received an email with the offer. After stating this, they then stated that the offer was only in-store because they could apply the card there in the store. Yet, they could not do this for me over the phone. The terms say you must use the card on the same day you apply and make the purchase that same day. Nowhere in the terms of the promotion does it say it is in-store only. The promotion is clearly being offered online. If I had known it was not an online offer I would not have applied for their store credit card. I had my credit run and applied for a new card because of their false advertising. Further, I was unable to apply the 20% discount. Nowhere on their website does it state it is not an online offer. The website even shows you how much you will save. This is false advertising on their website to get you to apply for a credit card. They even show you on the website how much money you will save on the items in your online cart. When you apply you are not given the ability to pay on the same day with the card as the terms require. On the phone they stated it is in store only, but why do they advertise it online? And again no place in the terms does it state it is in store only.
Business response
05/29/2024
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We attempted to reach out to this customer on Wednesday, May 29th and unfortunately we were unable to speak with her directly. We have, however, begun communicating via email in an attempt to resolve the issue and offer a solution.

Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
EXPRESS Customer Relations

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