ComplaintsforExpress
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/26/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order # *************** total of $334.43 Placed on 08/15/2021 @ 1239 I placed an order online at express website. I paid through a third party (KLARNA). Multiple items have been paid but I have not received any of the items. I contacted Express, I was informed the request to ship the items to the store or get a refund was denied because the items were shipped and delivered to a Sam. I moved to the duplex awhile ago and can provide a copy of my lease where it does not show a Sam on the premises. I do have neighbors in both ends but we do not speak and I do not know their names.Business response
08/26/2021
To Whom It May Concern,
Thank you for sharing this customer's concern with us. We attempted to reach out to this customer on Thursday, August 26th and unfortunately, we were unable to speak with them directly. We have, however, begun communicating via email in an attempt to resolve the issue and offering 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 RelationsCustomer response
08/27/2021
I did receive a call but I was at work. Holly did send an email but I had not responded, I am not sure why the comment was said we were in contact via email. I did reply to Molly email Thursday afternoon. It is Friday and I have not received a response. Unfortunately, because of my busy work schedule I am not available most of the time to speak on the phone. Plus, I prefer to communicate via email to have all conversations recorded in writing. I am still waiting for Molly’s responseInitial Complaint
08/03/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a product from UpWest via their website on November 7th. The order contained 4 items (3 pair of leggings and one blanket). Two pair were gifts and one pair were for myself. They did not fit so I initiated a return on November 25th. The original order number was UPW67195. I contacted UpWest via email after not receiving a refund by January 3, 2021. The email correspondence is attached. I contacted them again on January 26th after still not receiving a refund. Response attached. The following additional attempts were made to UpWest with no refund. In addition to the many emails and texts, I have also called several times, including but not limited to April 15th and as recent as June 2021 - both times I spoke with AJ. The last time I called, AJ assured me the complaint was sent higher up to Kapri. Kapri reached out to see if I had received the refund and I have not. To date I have not heard from them. (8/3/21).Business response
08/11/2021
To Whom It ************************* you for sharing this customer's concernswith us. We were able to communicate with the customer today, Wednesday, August 11th and have reached a resolution. Again, we thank you for allowing us the opportunity toaddress the issues that were brought to our attention. If you have any furtherquestions or concerns regarding this matter, please feel free to contact us.
Sincerely,
EXPRESS Customer Relations
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
229 total complaints in the last 3 years.
123 complaints closed in the last 12 months.