Business Profile

Clothing

Express

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Complaints

This profile includes complaints for Express's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

273 total complaints in the last 3 years.
104 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:07/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 5 pants at express online and wanted to return two pairs. The associate said its past 30days. 30day window starts the day clothes are shipped. I asked to exchange and store manager said no. stores should be able to honor an exchange. They are just being stubborn.
Business Response
Date: 07/28/2025
Dear BBB,

Thank you for sharing the customers feedback with us.

Our team communicated with the customer by phone to address the concern. As outlined in our official policy, Express does not accept returns or exchanges beyond the 30-day return window. These terms and conditions are clearly stated on our website at **************************.

We understand the customers disappointment and we sincerely apologize. However, our decision is final, and we are unable to accommodate the request.

Sincerely,
Express Customer Experience
Customer Answer
Date: 07/28/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23650467

I am rejecting this response because: on stores 30 day return/exchange policy starts when item ships. There is no ***** period of how long it takes for me to receive it. If in store purchase has a 30 day return policy online purchases should have a longer return policy window.
store would not loose money on an exchange.

Regards,

***** *******
Initial Complaint
Date:07/15/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Frustrated Longtime CustomerOrder ************ Support Ive been shopping Express nearly every month since 2003. I know the fit, the style, and the delivery timelines. Thats why this recent experience has been so disappointing.I placed an order on 7/8/25, expecting delivery by 7/10/25. That date is still the last tracking update. With no movement and a trip coming up on 7/17, I contacted the carrier. They told me Express had to initiate an investigation. But I wasnt looking for an investigation, I needed options to get my package in time.On 7/15, I reached out to Express customer service hoping for help. Instead, I was told Id need to wait 57 business days. That timeline has passed, and it felt dismissive. Even a small gesture like 10% off an in-store purchase wouldve shown Express values loyal customers. I get that shipping delays happen, but how a brand responds matters.Unfortunately, my chat with customer service made things worse. The first rep, Marjuvada Rohit, ended the chat after just three messages. The second, ******** *****, was more patient but still offered no solution or *************** Im two days from my trip, without the outfit I planned to wear, and no real support from a brand Ive trusted for over ************************************************************ all those years, and two of those experiences were **************** seriously reconsidering my loyalty. Maybe its time to shop with a brand that understands customer experience doesnt end at checkout.#ExpresswayToFashionNOVA
Business Response
Date: 07/17/2025
Dear BBB,

Thank you for bringing this matter to our attention. We communicated with the customer through chat and explained to her the delivery timeframe for the shipping method she selected when she placed the order. The customer chose the standard delivery option, which has a 5 to 7 business day delivery timeframe from the shipping date. As of today, the package is currently "preparing for delivery." The customer can continue to track the package's status through the *** website or contact them directly. While we understand that the customer's dissatisfaction may persist, we consider this matter closed at this time.

Sincerely,

Express Customer Experience
Customer Answer
Date: 07/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23602735

I am rejecting the response because I was originally notified that my package would arrive on the 10th. Had I known there was any uncertainty about that date, I would have paid extra for guaranteed delivery. Unfortunately, I felt caught in a cycle of miscommunication. Express referred me to the delivery company, while the delivery company directed me back to the shipper.

Please understand my concern and frustration, as the package did not arrive until the 17th. By that time, I had already been forced to purchase another outfit for the occasion. One that I was not happy with because we had already departed for our trip. If I had been given accurate information from the beginning, I could have planned accordingly and selected an outfit I felt confident and comfortable in.
To make matters worse, my package sat in a nearby distribution center for several days, and despite my efforts, no one was able or willing to assist in getting it to me sooner.
Additionally, I was disappointed that your response showed no empathy for the inconvenience and disruption this caused. As a paying customer, I expected better communication and a more understanding approach to the impact this delay had on my plans.
I hope you can understand the inconvenience and disappointment this experience caused, and I ask that this be considered seriously moving forward.

Regards,

********* ********
Initial Complaint
Date:07/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a purchase on ************************** on 6/29/25. Express shipped the items in 3 separate deliveries. *** and *****. I received the items from ***. The item shipped with ***** i did not receive. Although the delivery driver came with the package he failed to properly deliver the package and left it in my building lobby which is a large apartment building so the package was stolen. The driver was supposed to ring the bell and deliver to my apartment door. The drivers are not allowed to leave packages in large buildings in the lobby. I filed complaints with *****, express and discover. All took the side of the merchant. I made so many calls to Express and Discover pleading with no avail. At this point for all my troubles I would just like a reimbursement. It's difficult for me to have to pay for something I didnt receive. Please help! I dont have any documents but I took a photo of my apartment door and there's the photo the fedex driver took, just to show the different places.
Business Response
Date: 07/17/2025
Dear BBB,

Thank you for bringing the customer's feedback to our attention. While we regret the delivery issues she experienced with *****, we are unable to provide further assistance, as this matter falls outside our scope. We have addressed the issue directly with the customer and advised her to continue working with ***** through their established process. Although we understand her dissatisfaction, we consider this matter resolved and closed.

Sincerely,
Express Customer Experience
Customer Answer
Date: 07/20/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23594475

I am rejecting this response because: The Merchant in this case (Express) is indicating that I should take this up with the shipping carrier ****** When this incident occurred, I filed a complaint with ***** and Express. ***** indicate they will investigate and not surprisingly they responded via email advising that based on their records the package was delivered and directed me too the Merchant. It's my understanding that the Merchants address any issues with the Customer which usually entails either offering to re-ship the item or offer a refund. The Merchants then would pursue the shipper because there is insurance.
As the Customer in this case, ********************** has treated me very poorly, there customer service *****, they not once tried to resolve this issue with me as a customer who spend money on their merchandise. This seems to be a game of cat and mouse that I should not be playing as a customer. I will NOT close this case until its resolved.

Regards,

******** *******
Initial Complaint
Date:07/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased online a romper when delivered it had no tag. It did not fit so I created a return and shipped it back.Express sent back the item stating it has been washed. I did not wash the item, I returned it because it did not fit me.They are refusing to refund me.The romper cost $95.26, this is insane to be out this much money for something that does not fit me. Order # is EXPR1950255324CT. Purchased on 5/30/25. They also refused to provide me their DBA name and address. As I could not locate them in your look up search.They open a reference # to escalate the problem #******. I want my money refunded.
Business Response
Date: 07/10/2025
Dear BBB,

Thank you for bringing the customer's concerns to our attention. We have already reached out to the customer via email on July 8, 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 Answer
Date: 07/17/2025
I received an email from express and they emailed me a shipping label to return the item I will send it back today
Business Response
Date: 07/17/2025
Dear BBB,

Thank you for contacting us. On July 11, 2025, our team communicated with the customer via email to address the issue and provide a resolution that worked for them. The customer acknowledged the resolution, and this matter is now closed.

Please don't hesitate to contact us if you or the customer have any further questions or concerns.

Sincerely,
EXPRESS Customer Experience
Initial Complaint
Date:07/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made an online purchase from Express on 5/5/2025. When the order arrived, I decided to return it. I looked up the return policy, the very first search result on ****** was under the banner of the official Express website and said 60 days was the window. I planned to return the item to the store's Astoria location within the 60 days, on 6/30. I was told at the store that the window was actually 30 days, that it had changed over a year ago. I was told to call ******** service and get a case number, sort out the issue, and drop off the order at the store. Just to be certain I hadn't misread anything, when I returned home I once again googled "Express return policy" and sure enough, the very first result indicated a 60 day window. I took a screen shot of this. When you click through the Express website, it does say 30 days, but what would be the ********'s need to click through when the information is available right there in clear print under the official website's banner on the very first result? Why would the incorrect information still be printed over a year after a policy change? When I called ******** service, I explained the situation and was dismissed. I asked to speak to that representative's manager, who simply said the window was 30 days. I emailed ******** service, clearly stating the incorrect print issue, screenshot included for clarity, and did not even have the issue directly addressed. I was again told "the return window is 30 days." I do not doubt that the return window is 30 days, but the text has not been corrected, so any person who googles "express return policy" is misled into believing they have 60 days and then has no recourse for getting their money back. This is predatory and dishonest. I cannot be the first ******** to have contacted them with this complaint. Express is knowingly maintaining disinformation on the world's default search engine, and its ********s are being prevented from conducting good faith returns for refund because of it.
Business Response
Date: 07/07/2025
Dear BBB,

Thank you for sharing the customers feedback with us.

Our team communicated with the customer by phone to address the concern. As outlined in our official policy, Express does not accept returns or exchanges beyond the 30-day return window. These terms and conditions are clearly stated on our website at **************************.

We understand the customers disappointment and we sincerely apologize. However, our decision is final, and we are unable to accommodate the request.

Sincerely,
Initial Complaint
Date:06/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our local Express store at the ************ closed. The Express at *************** barely has any inventory and consistently has system issues.Due to this I have had rewards expire that I would like reissued:******** $10 Half Birthday Express Cash 1 $10 ********* 11:59:59 PM ************* Expired Bonus Birthday ********* $5 Loyalty Express Cash 1 $5 12/24/2024 11:59:59 PM ************* Expired Bonus 12/5/2024 $15 Insider Profile Complete Express Cash 1 $15 1/4/2025 11:59:59 PM ************* Expired Bonus Evergreen 11/1/2024 $10 Loyalty Express Cash 1 $10 11/25/2024 11:59:59 PM ************* Expired Bonus Please kindly reissue.Your phone support and chat support does not make any effort to rectify the situation.
Business Response
Date: 07/01/2025
Dear BBB,

Thank you for reaching out to us regarding the customer's concern. Per the terms and conditions of our Insider Program, Express Cash/ Rewards must be redeemed at a store or online before they expire and are not eligible for re-issue. We have already informed the customer of this information yesterday. While we understand the customer's dissatisfaction may persist, we cannot fulfill the request, and we consider this matter closed.

Sincerely,
Express Customer Experience
Customer Answer
Date: 07/01/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23538820

I am rejecting this response because:
Express has made zero attempts to rectify the situation. Our local store closed and the Northridge store had a power outage the last time I tried to use a reward. I am unclear how anybody is expected to use it.
Initial Complaint
Date:06/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I did an online purchase at Express of clothing on 5/6/25 totaling ~$440. According to *** it was delivered on 5/9/25. The confirmation photo was not clear - blurry, no package in photo, etc. I contacted Express on 5/10/25 to tell them even though *** says delivered, the package is not at my house. I searched the property and asked neighbors. Express told me I needed to file a claim with ***. I filed the claim with *** on 5/10/25. I waited approx. 1.5 weeks and contacted *** to find out about the claim. They said it was cancelled because the shipper needed to file the claim, not me as the receiver. I contacted Express again on 5/21/25, they told me that they will not open a claim with *** nor will they refund my money because the system says it is delivered, even though I do not have it. They said I need to do the claim with *** or file a claim with my bank. I attempted to file a claim with my bank, even though this was a valid charge, just did not receive the items. The bank temporarily credited my account and then denied the claim because it was technically a valid charge. I contacted Express again, and let them know this was unacceptable. They continued to say that there was nothing they could do, I needed to resolve the issue on my own with *** or my bank. I contacted *** again, they re-confirmed that Express needed to "take over" the claim as they are the shipper. *** will not do anything until Express contacts them, there is nothing I can do as the receiver. I have repeatedly asked Express to either escalate my claim, or explain their policy, and they still have done nothing. I have no clothing, no resolution, and no refund of $439.90.
Business Response
Date: 06/26/2025
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 **** they are the appropriate party to handle this issue. We suggest that the customer continue to work with UPS through their established process or communicate with her financial institution to dispute the charges. We value our customers and their satisfaction is our top priority, but unfortunately, this is outside of our control. We understand that the customer's dissatisfaction may persist, we consider this matter resolved and closed.

Sincerely,
Express Customer Experience
Customer Answer
Date: 06/26/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23516351

I am rejecting this response because: *** has told me multiple times that they will NOT speak with me about the claim or move the claim forward; someone from Express MUST be the point of contact for the claim, since they are the shipper. I have told this to multiple customer service representatives. Their response is that they will NOT speak with *** and that I need to do it, or contact my bank, as the person who responded to this complaint said. I have already tried with my bank, since this was a valid (versus fraudulent) transaction, they will not issue a credit. This is the worst customer service experience I have had. Any other company would have already either - refunded me, re-sent the clothing (even if to a store for me to pick up), or issue store credit. My only mistake was being loyal to a company that is not loyal or helpful to their customer.

Regards,

***** ********
Initial Complaint
Date:06/23/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
EXPR1957520175CT I asked for an exception to return or exchange an item in this order. I was 3 days outside the return period and I was not granted an exception. What I find unfair is that the item didn't get to me till May 23rd. I didn't even have the item for 30 full days to return. I was fine with an exchange or store credit but I was given no options.
Business Response
Date: 06/24/2025
Dear BBB,

Thank you for informing us of the customer's concerns. We have addressed the issue and communicated with the customer through chat, advising of our Return Policy, which states orders placed online must be returned within 30 days from shipping date. While we understand that the customer's dissatisfaction may persist, we consider this matter resolved and closed.

Sincerely,

Express Customer Experience
Customer Answer
Date: 07/02/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23501450

I am rejecting this response because: The tem is not in my possetion for a total of 30 days. It is a very strict policy you have an very inconsiderate.

Regards,

******* *****
Initial Complaint
Date:06/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a dress from Express. It was not fitting so I returned it immediately (paying the mailing fee). They have returned the dress to me with no tags and claiming it smells of cologne. This is not the dress I returned as it had tags on and was new. They have sent me some other dress and won't give me a refund.
Business Response
Date: 06/23/2025
Dear BBB,
Thank you again for informing us of the customer's concerns. We have addressed the issue and communicated with the customer through various channels, advising of our Original Condition policy, which states that merchandise must be returned in its original condition, unwashed, and unworn. While we understand that the customer's dissatisfaction may persist, we consider this matter resolved and closed.
Sincerely,
Express Customer Experience
Customer Answer
Date: 06/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23497722

I am rejecting this response because this is not true. I received a used dress with no tags. When I returned it they claimed I used it. I have multiple witnesses to the state I received the dress. The business is not accepting their fault in this, and making me pay for a dress I dont want.

Regards,

******* *****
Business Response
Date: 06/23/2025
Dear BBB,

Thank you again for informing us of the customer's concerns. We have addressed the issue and communicated with the customer through various channels. While we understand that the customer's dissatisfaction may persist, we consider this matter resolved and closed.

Sincerely,

Express Customer Experience
Initial Complaint
Date:06/12/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a $40 half-birthday reward from Express and was unaware it would expire in 30 days (May 31). I called customer service who pulled up my account and saw I never used the reward but they will not reissue the reward despite me being a customer. I would like to request my $40 reward to please be reinstated.
Business Response
Date: 06/13/2025
Dear BBB,

Thank you for contacting us. On June 11, 2025, our team communicated with the customer by phone to address the issue. ********************** Cash Rewards that have already expired will not be replaced. These exclusions and other terms and conditions are always outlined on our website. We understand that the customer is disappointed, and we apologize. However, our decision is final, and we cannot accommodate the customer's request.

Sincerely,
EXPRESS Customer Experience

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Express is NOT a BBB Accredited Business.