ComplaintsforExpress

Womens Clothing

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Initial Complaint
05/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order date 4/6/24 Order # **************** Amt $118.00 I placed an order for a dress, I received the dress on 4/10/24 however, the dress was too small. I sent the dress back via UPS on 5/8/2024 and paid a shipping amount of $6.99. On 5/21/24 I received the dress back in the mail with a note stating that they were unable to process my return as the "date of the purchase was beyond our current allowable time frame for returns". I called and spoke with a rep who stated that I did not send the dress back within the 30-day time frame. The dress was shipped to me by FedEX on 4/8/2024 I mailed it back on 5/8/2024. The return policy on their website clearly states that "We're happy to accept returns for items with a valid receipt or order number within 30 days of the shipping date". (not the order date) The rep tried to tell me that it must be sent back within 30 days of the order date. I spoke with a supervisor by the name of **** who stated that I needed to give them 5 days to review it and they will get back to me. She provided me with a ref # of ********. She also tried to tell me that I need to take the dress back to the store after I have already paid $6.99 to ship the dress back and then they send it back to me. I shouldn't have to wait 5 days as their policy clearly states that as long as I return the item within 30 days of the shipping date, I will receive my refund. I am not paying to send this dress back again and I shouldn't be charged.
Business response
05/22/2024
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 22nd 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
Customer response
05/29/2024
I accept the business's response to resolve this complaint. However, they are not being completely truthful. I did receive a voicemail stating that they will send me a return slip by mail but I have not received any emails from the company.
Initial Complaint
05/20/2024
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 been an express customer and credit card holder for more than 17 years, and just like the other review said I can see why Express is closing stores, their customer service is terrible and they also lost a sale from a long time customer. Not knowing about the new 30-day policy I placed an order on March 22, 2024, I bought 6 items online, 4 of them I bought both on XS and S because I wasn't sure which one was going to fit best, I went out of the country for 2 months and returned last week. Today I went to the Express store at the mall to return the 3 items that I was not going to keep. The cashier told me since January there is a new 30-day policy that you can not return or get a store credit after the 30 days window. I explained that I was out of the country but he said there was nothing he could do it. I then reached out at the chat no one helped also. Then I called customer service and explained everything again, and again I got the same response there was nothing that could be done! Really????!!! Ok you don't want to return the money after 30 days but not even store credit? The clothes were intact in their original package what I am going to do with something that doesn't fit me?? So not even a store credit is because you don't want your customer to come back and spend more money at your store. I want my money back and Express lost a long time customer
Business response
05/22/2024
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 22nd 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 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 Relations

Customer response
05/27/2024
I didn’t receive any attempt of communication, either by phone or email

Business response
05/28/2024
To Whom It May Concern,

Thank you for sharing this customer's additional concerns with us. We were able to speak with the customer on Tuesday, May 28th 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
Initial Complaint
05/20/2024
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'm a loyal Express customer. I placed an order for multiple sizes and colors of the same couple items on March 29 2024. I was very sick April 24, so realized I couldn't go to store to initiate the return that weekend as I had planned which is great that Express has 60 day returns and looking it up, confirmed. I found out a few days later, after going to the store still sick, they changed to 30 day return this year. Express Escalations can still initiate a one-time return, however they rejected me in this case. Definitely questionable business practices and seeking a partial refund of $300.
Business response
05/22/2024
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We emailed the customer today, May 22nd 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
05/18/2024
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.
BBB: As a result of my recent complaint (#21629968) I received $40 worth of Express Cash (I already had $10 Express Cash in my account). A couple of days ago I went to use my total $50 Express Cash and bought a pair of black pants I couldn't try on because the dressing room was not available. I went home and tried the pants and they did not fit me. Today, I went to Express store #1748 in Somerville to return the pants because I couldn't get a bigger size. I spoke with store manager ****** who explained to me that I would not be able to get back my $50 Express Cash and could only give me back the $2 and change that was the remainder of the purchase. She told me the Express Customer service would be able to credit that back to me. She called for me and passed me the phone to speak with customer representative ********* (she refused to give me a customer representative number or another type of identifier and her supervisor, ***** also refused to give me any information). After asking several times they gave me the case number (#********). ********* was extremely rude and dismissive and told me several times that it wasn't her fault and that she could not do anything. I couldn't try the pants on because the dressing room was not available, that was not my fault. I brought my receipt and addressed this shortly after buying the pants. This experience deeply disheartens me, as it marks the second instance of losing both time and money (and experience trauma) due to Express's inadequate customer service. I am a faithful Express customer; despite the most recent dehumanizing event I had weeks ago. At this point, I am losing too much. The customer service supervisor sarcastically suggested to me to return to the other store where I bought it and see if by any chance, they would be willing to change the size of the pants. I was insulted appalled by her suggestion after spending so much time on the phone with her. This may be a joke to them but to me this is too much to endure. The Express Cash, intended as a remedy from a prior grievance and with the support of the Better Business Bureau, has now been lost due to another instance of poor customer service. I implore your assistance in resolving this matter promptly.
Business response
05/23/2024
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We were able to speak with the customer on Thursday, May 23rd 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
Initial Complaint
05/17/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an online order on 4/11/24 for a dress and a pair of pants. I normally pick up my order at my local store because shipping to store is free however the dress was not available for in store pickup so I chose to pay $8 for shipping because I really wanted the dress. I paid using a credit card for the shipping & used $35 Express Cash for the clothes. When my order arrived on 4/18 I only received the pants. I contacted customer service via chat who told me the dress was out of stock & my order would be cancelled within the next week if they could not locate the dress to ship to me. She assured me my Express Cash I used to pay for the order would be refunded to my account. I asked about refunding the shipping & was told I would have to call back if the order was actually cancelled. A week went by - I contacted customer service via chat again since I did not see an order cancellation email. I was told my dress was cancelled. I asked if I could have my Express Cash I used to pay for the dress reinstated - she said yes. I asked if I could have the shipping charges refunded since I only paid for shipping to receive the dress & I could have picked up the pants at my local store for free. She said yes. Ten days passed - no refund of my shipping charges, no Express Cash back in my account. I contacted customer service via chat again. Same: they promised a refund of both my Express Cash & my shipping charges. More time: no refund, no Express cash. I finally called customer service instead of using the chat feature on their website. I was told my Express Cash had already been refunded. There's no Express Cash refund in my account only a $5 "customer appeasement" credit. I was told the shipping charges couldn't be refunded since a portion of my order was delivered (that I could have picked up in store for free). When I insisted he placed me on hold & came back & said he had requested the shipping charges be refunded. It's been another week - no Express Cash, no refund.
Business response
05/24/2024
To Whom It May Concern,

Thank you for sharing this customer's additional concerns with us. We were able to speak with the customer on Monday, May 20th and ahve 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
I accept the business's response to resolve this complaint.
Initial Complaint
05/13/2024
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.
I made a purchase in March from Express.com. Many of the items I purchased weren’t what I expected (which is fine) so I returned them. When I printed the return shipping label it said to mail items back by April 30th. Items were received by Express on April 19th then promptly returned to me. I contacted via chat, to see why they had been sent back, as all items were in perfect condition and only 2 were even tried on. I was notified that it was past the return date. I informed them that that wasn’t possible. I was then told I had to call customer service since this was an odd issue. Multiple phone calls, representatives, and a supervisor later, I was able to forward the return label Express had sent to me stating all items needed to be sent back by April 30th. They said they were noting the account and requesting a new return label from corporate so I could send them back. I never heard back or got a new label, so I called yet again (I’ve spent more than 3 hours on the phone trying to solve this issue by now) Had to run through the whole scenario again, was told there’s no notes regarding a new label, and that it’s past the return date. After another 45 min call, I’m given a 3rd case number and told they have to email corporate to see if they’ll make an exception and send an extended return label. And I should be notified in about 5 business days. This is just insane at this point. I returned everything by the date Express stated I had to return them by, I keep having to chase down customer service, explain the situation several times over each time, when the information should be coming up with the case number, and then be transferred to a supervisor who can’t give any sort of resolution, nor can they put me in contact with someone who can. I just keep having to wait, and call back and get nowhere. Bottom line, everything was returned in perfect condition by the date the return label stated. I don’t have time to keep calling for a few more hours trying to fix this.
Business response
05/16/2024
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We attempted to reach out to this customer on Thursday, May 16th 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 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 Relations
Initial Complaint
05/12/2024
Complaint Type:
Customer Service 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 went to make a purchase online using an express gift card I received. And upon checking out I was prompted with me message saying that gift cards are not eligible for online purchases. They are for in store purchases only. I called customer service and they told me it was a new policy they implemented about a week ago. This is absolutely unacceptable. Gift cards are suppose to be treated the same as cash. It seems illegal for them to put restrictions on a gift card.
Business response
05/14/2024
To Whom It May Concern,

Thank you for sharing this customer's concern with us.

At this time, we are not accepting gift cards as a method of payment on our site and these can only be redeemed for products sold in stores. Our gift cards have no expiration dates, so customers are welcome to use them at their leisure in our physical stores. For any additional questions regarding this matter we would direct customers to peruse (link redacted).

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
05/12/2024
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 several suits from express. Bought one in store and it just didn't fit right. I took the tags off since I expected it to be the same as my other express suits in the same size, but it was too tight on the shoulders. Tried to return in store and notified be of a new return policy and they would not make any exceptions even though the suit was clearly never worn. Manager at the store had an attitude as well. I have the receipt . There are several items within the same purchase that I do not want to return. I would like to be able to return this suit for a refund.
Business response
05/15/2024
To Whom It May Concern,

Thank you for sharing this customer's concerns with us. We were able to speak with the customer on Wednesday, May 15th 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
Initial Complaint
05/09/2024
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.
I made an online purchase for 3 tops on 4/21. I went to my local store this week to return the items to avoid the shipping cost back. I was informed they are no longer handling online returns that have been paid w/PayPal. I felt this was odd. I called your customer service today 3 times and the last rep named *****, basically told me she didn't care and told me to go back to the store. I was asking for some courtesy due to the inconvenience of me not be able to return the items to the store. I asked her to waive the 6.99 fee. She told me no. She also told me to file a dispute with paypal. Absolutely the most greedy company I have ever seen. I was a huge customer of Express back from 2003-2020. I spent thousands. Now this is how I am getting treated? I would like the shipping fee to be waived.
Business response
05/14/2024
To Whom It May Concern,

Thank you for sharing this customer's concern with us. We attempted to reach out to this customer on Tuesday, May 14th 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
05/09/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 4/25 I placed an order for two day shipping. On 5/7 I inquired about the status of the order via chat on the express website.just after providing the order number I received an email saying that my order had shipped on 4/26. Even now the tracking number just shows that the order hasn’t been received by UPS yet and when they receive the package they’ll have a delivery update. So the package hasn’t been shipped yet. According to Express policy; once a package is shipped, the order can’t be cancelled. All of the correspondence I’ve received reflect dates as if the package was shipped on time. When I’ve called my concerns have been brushed off, they said they’d issue a refund for the two day shipping but there’s still no guarantee as to when I’ll receive my order. I’ve been a loyal customer with Express for work clothes for the past year but this experience has caused me to seek a different retailer. Customer service should’ve given me the option to cancel my order if I wanted to. Instead of telling me my items were shipped when they haven’t been. Now I don’t know if I’ll ever receive my order and I have to shop for new work clothes for an upcoming event.
Business response
05/09/2024
To Whom It May Concern,

Thank you for sharing this customer's concerns with us. We were able to speak with the customer on Thursday, May 9th 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
05/12/2024
the tracking number provided still says that UPS has not received my package to actually ship it. The representative I spoke with mentioned that UPS must have lost the package previously but there’s never been an update showing that they received it to send it. I also ordered nine products and the updated order reflects that 8 are being shipped. It’s going on three week since I placed my order and still haven’t received the items. At this point I just want my money back. I can buy what I need elsewhere. This has been a horrible experience.
Business response
05/14/2024
To Whom It May Concern,

Thank you for sharing this customer's additional concerns with us. We corresponded with the customer via email on Tuesday May 14th to confirm that all items from the order have now been received.
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
05/22/2024
I accept the business's response to resolve this complaint.

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