I was denied access of my online order in which I was going to use a gift card from which I won at an event I attended. Upon several attempts to place an order on line using my gift card then the balance of my order with my Express Credit Card, the gift card was declined. So I called Express gift card customer service to make sure there wasn't anything wrong with the gift card. Upon speaking with an agent, I was assured that everything was in order and my gift card was completely active and OK to useful online. I then asked the agent to transfer my call to the proper location to place my online order. I first related to the Customer Service rep.the details of wanting to use my gift card. She interrupted saying, we no longer take gift cards for online orders. I very politely told her of the seconds before conversation I had with gift card agent. The person very rudely and in a loud voice "WELL THAT PERSON WAS VERY WRONG. I KNOW THE POLICY AND OBVIOUSLY THAT PERSON DOSE NOT! So I asked to speak to a supervisor. Upon getting the supervisor on the phone, I explain the rude conversation I had with customer service rep (women, but forgot her name). In addition, I explained I a am post surgery person who recently had a colon dissection and cannot leave my house or drive for quite a while, so wouldn't be able to get to a Express store for quite a while. The supervisor very quickly said" sorry can't help you this is our new policy as Orville July 1,2024 I immediately hung up and became to search for an window to write a review.
I suggest not to give a gift card as gift because that recipient may be confined to their home and not only a waste of the person's money who purchased the gift card but the recipient is stuck with useless gift. Mine is only for$25.00 but what if that recipient's card was for $100.00. Now they would be stuck with a useless gift card too. I know when I'm well enough I can go use my card at a store, the cute and nice sale items I was trying to purchase would probably be unavailable or no longer in my size. As for myself,
I will eventually be able to go into an Express store but it will be the last time I do. And I will be sure to tell all who I know of the very rude experience and urge them NOT to purchase a gift card from the sadly and nasty and not respectfully any and all Express establishments.

BEWARE! OF THEIR PHONE CUSTOMER SERVICE REPRESENTATIVES!

If I could give negative (-) 5…I MOST CERTAINLY WOULD!

I have always loved Express…affordable cute clothing. I have always received great service from them and always appreciated their help and their problem solving to help me with any issues that I incurred. NO LONGER! What happened to me tonight with Customer Service is beyond repair.

I had numerous tabs I had saved on my phone in the last 2 or so months that I needed to take care of in the next 30 days. I spent hours and hours of my time saving tabs of companies/places/businesses that I needed to contact by the end of January 2022.

DUE TO THEIR "CUSTOMER SERVICE" "TROUBLE SHOOTING" I HAVE LOST ALL HISTORY ON MY PHONE!

I am beyond UPSET and FRUSTRATED right now. I have lost so many hours upon hours of research and hard work because I trusted The Express Customer Service Representative to take care of me and the problems I was having with my order!

She said "we need to "troubleshoot" so that you may receive your discount". Okay, cool. What do I need to do? Her reply was "follow my instructions". Okay, I TRUST (TRUSTED) you. Next thing I know my entire browser history was deleted. Did she say if you do this all the history on your phone will be deleted as well as my order Hell no! Right now the least of my worries are about my order It has more to do with losing my history on my phone!

I asked for a Supervisor. The Supervisor told me that's how we train our employees to "troubleshoot". SERIOUSLY I asked "You tell them to guide a customer through "troubleshooting" and they DO NOT HAVE TELL YOU THEY ARE DELETING THE HISTORY ON YOUR PHONE?" The 2ND SUPERVISOR I SPOKE WITH as well as the FIRST, both TOLD ME…drum roll, please…"NO THEY DO NOT HAVE TO TELL YOU THAT, it is up to you to understand what they are "walking you through ". " HELLO! I am 60 years old and I know how to look things up on a computer. Do I know how to "troubleshoot" change my settings etc. NO!

Teenagers (heck even kids younger) 20,30 and 40 somethings understand computers and their workings much better than me at 60. I did not grow up with computers! How can Express DISCOUNT what they did to me and put me through and chalk it off as we'll give you a $20 credit on your next purchase. SERIOUSLY $20 is going to make up for everything I lost? UNBELIEVABLE

Be careful if you need to make a return to a marketplace order. I was completely unaware of items being shipped from third party sellers. I oredered my husband a pair of shoes that ended up being too small. Upon trying to return them, it is impossible to return the item when the email is invalid and the voicemail to the phone number is full. I found this info on a packing slip that was in the box. I contacted express customer service. They told me to look on my confirmation email to get their contact information. I looked and their info is nowhere to be found. I have been sent around in circles. Now my next step is yo contact the Better Business Bureau. Express needs to stop selling through third parties. I will not place another order and my express credit card is being cut up as soon as I ise my reward points. #overexpress #shadybusiness #worstcustomerservice #expresssucks #lostmybusinessforever

I went to Express at Valley View Mall Roanoke, VA with several returns that I needed to make on 06/18/2019. I had the tags on all merchandise and the receipts. The smartass manager refused to give me a refund because I had purchased the merchandise on 04/18/2019 and she said it was one day over 60 days. The sales associate behind the counter told the sorry manager herself that it was very lame to do that to me. I have spent a LOT of money at this store and with Express in general... BUT NO MORE EVER AGAIN! I called customer service and stayed on hold forever (listening to horrible on-hold music) waiting to speak to a representative. The rep that I finally spoke with said that the lazy manager should have offered to call CS & have them process the refund over the phone as a courtesy to me. I went back in the store and told the manager that SHE needed to handle this so I could get my money back and she said that they never do that. I told the airhead WELL YOU ARE! She was so huffy about this and Ms. Attitude wasted over one hour of my time! It really irked this snot to do her job and help me get my refunds! She never apologized or said thank you to me at all. She looked at me and said NO PROBLEM before I left the store. WTF? This store at Valley View Mall stays empty and has very little inventory and selection (no I am NOT plus sized). They might as well close it down! I have to order everything on-line. This is not the first bad experience that I have had with Express... but it will be the LAST! On multiple occasions, I purchased items from them on one transaction and then they hit my credit card three times with the same amount instead of just once! On Black Friday, I ordered $400.00 worth of merchandise only to then receive 2 pieces of clothing (more than 2 weeks later) that were clearly someone else's order containing another customer's packing slip. When I called CS, they told me that the only way they would mail my order out is if I took the merchandise I had received back to the mall immediately (miles away in the Christmas crowds). I told them that I had paid for clothing that I never received. Then they were refusing to send me the merchandise that I had already paid for? I think not! I threatened to turn them in to the Federal Trade Commission and the BBB if they did not give me my money back... which did get them moving. Most of the merchandise I had ordered was sold out by this point so I received credits for that and then the dummies mailed me incorrect sizes on several of the remaining items. This is why I will be sticking with shopping at Macy's and Belk so I can buy designer Michael Kors instead. Also, White House Black Market's clothing is so much more upscale than Express. And those establishments have great return policies and never give me any hassles with orders, etc. Express clothing quality is getting cheaper and cheaper! Express is very independent of their customers so I am an independent shopper and will go elsewhereNO PROBLEM! Everything with Express is just an endless fight! All of their clothing looks the same now. No imagination in design whatsoever! Screw this redneck place! They treat their customers like trash!

You will not get your refunds unless you ask they wiil keep it or if you use a card and a giftcard they will not refund to your giftcard when they cancel your order if you dont notice it you will never get your refund card or gift card
They love to sell you a item on sale dont ship to you take it off sale and sell it to the people behind you later tell you sorry lol if you look while you waiiting to be refunded for the item they sold out of
You will will see they are still selling it on their website same item same size same color
TOTAL SCAM

If you make their A-list beware, dont want you to get your rewards and
Please dont use a giftcard you may never see your order and its your fault you got on sale cause now they a ship
To the ones that buy tomorrow when the sale is off and tell you sorry out of this item after holding your Money they took from you and when you call its 3-5 days
To get to corporate you forget they will to and keep your money beware dont order, mom and pop handled type shop my items are still for sale on express.com still being sold to
Others getting their money but they have never shipped mine although took my money 8 days ago and recharged me lastnight without my consent
They will transfer you to customer service make you think you were getting help and then do nothing. They talk over you call you by your first name i just tried to cancel an order that they wont ship out and ask for my money that they went onto my card and charged lastnight without my consent and they said after over an hour i need to send to corporate to approve do not shop there you will be mad with yourself
And you will waste hours and days with their practices
They have done so much wrong did i mention then also had my only address on my last shipment but took a sticker and wrote a different address from mine on it and mailed it there a lady i never would have met contacted me and told me she had it and that was a disgusting move to get a sticker when you have the only address already printed on the package she said if it ever happens again i will let you know cause they are a real disgusting company and i agree the worst of the worst
They owe me money on my giftcard still they will not give it to you unless you call and make them and first they will keep saying let me ask my manager 3-5 days scam
They keep saying its on hold 3-5 days but my giftcard say 0 since i ordered cause they took it all but they like to keep your money if they can
If you dont mention your giftcard refund when they lie and say they dont have your item that is currently still for sale on their site, they will keep your money if you dont notice they didnt put it back
I told them i know of their practices so they keep changing my # on profile to go to someone there they sent my order somewhere else they deleted my account and when i call from my number it automatically transfers me to message thank you for call 247 intouch you have reached and unassigned number Goodbye
Mom and pop run
But i want my money back on my giftcard
They are avoiding giving me my money back cause they mad i told them i know of their practices
Mom and pop run
Will steal your money if you dont beg for it
Disgusting
Unprofessional
Retaliatorive if you call them out
Wont even give you your money and will delete your account
Horrible place to shop
Rated -0
Dont shop there
Dont shop there

I've mostly had positive experiences with Express, though easily majority of those have been in store. Unfortunately, my last purchase(s) resulted in a lot of running around, hassle, and very unpleasant customer service (and tone from). It all started when I placed an order late one night and realized ONE item in it was a size petite. I tried immediately to cancel, but couldn't find where/how. So I called customer service and was on hold for 10 minutes, during which I loaded up my cart with the same items (and the one fixed size at regular), and decided to purchase once more believing it would be no problem to have the first shut down. Unfortunately this wasn't the case--I was told the order I had first placed just 10 minutes ago was already being processed and packaged. WOW... I mean, that's pretty tremendous service when looking at it from a fulfillment standpoint. But super lousy that 1) there is no online option to immediately/within a time frame cancel or edit an order; and 2) even a customer rep can't halt it in so short a time. OK, so I had two orders coming my way, plus one that I had placed a week prior and was already with me at home--not ideal, but not horrible. I didn't even bother with the order that arrived with the wrong size item--just left it all as was. Went through the second and pulled aside what I was keeping and what I'd return. Drove to the nearest Express to process all those return items (from three orders), and was told their online web order return system was down, so I couldn't do returns at the store. OK, also not ideal considering it's an hour roundtrip drive. The young lady there did give me a bag and return slip and said it would be covered by Express. Great. So I get home and realize not everything will fit in this one bag. I place all of one order in and send it on its way. Email customer service about the issue at the store, and the unfortunate nightmare of having two orders, not being able to cancel one despite immediate attempts. The rep was nice and understood, and said I could ship them back and the processing fee would be waved. Awesome! So I do that, but without direction I wasn't sure what else to do but print that email and slip it into the package. The returns get processed and I was charged three $6.99 processing fees. I write back to customer service on the same email thread where the waive of the fee has been offered and I tell them it wasn't honored; not only that, I was charged three times for one box return because there were three slips in there (and one slip was just a single item THEY shipped separate from one of the two larger shipments). I got a super snarky and not at all pleasant email reply tonight saying no promises were broken, sorry you think $6.99 to return a $12 shirt is absurd, and basically suck it up, here is one of those $6.99 processing fees back. Deeeelightful. I wrote back a thank you--honestly, it's not worth pushing for all the money and to insist that a promise actually HAS BEEN broken. It's less about the money and more about the integrity of a company and their word. So, cool... thanks for all that runaround "help." I am so utterly turned off to Express now.

Ordered over $150 worth of merchandise online, only to be charged and my package was undelivered. After several calls and emails to EXPRESS, they were very unapologetic and rude! See transcript of live chat below, worst customer experience ever!

Anthony (5/1/2017, 9:16:15 PM): Welcome to Express! My name is Anthony. How may I assist you today?
Me (5/1/2017, 9:16:33 PM): Hi Anthony
Me (5/1/2017, 9:16:57 PM): I placed an order EXPR*********
Me (5/1/2017, 9:17:25 PM): there was an issue with my shipment and I never received the items, and i have already been charged!
Me (5/1/2017, 9:17:58 PM): I emailed customer service last week, and got an unacceptable reply stating that I should contact the shipper...
Me (5/1/2017, 9:18:46 PM): which is really disappointing because when I track the shipment, it says that i should contact the sender!
Me (5/1/2017, 9:18:58 PM): this is really coinfusing, so Im hoping you can help pls!
Anthony (5/1/2017, 9:19:25 PM): At this time I see that the package is coming back to us since UPS wasn't able to deliver it.
Me (5/1/2017, 9:21:50 PM): why wasn't UPS able to deliver it?
Anthony (5/1/2017, 9:22:10 PM): There's no information on that. It states "THE POST OFFICE WAS UNABLE TO DELIVER THE UPS SUREPOST PACKAGE AS ADDRESSED. PLEASE CONTACT THE SENDER FOR ASSISTANCE."
Me (5/1/2017, 9:22:11 PM): this is not the first time I have ordered from express...
Anthony (5/1/2017, 9:22:47 PM): I understand but have you spoken with UPS to see why they couldn't deliver it? A lot of time is a postal problem.
Me (5/1/2017, 9:23:02 PM): I spoke to USPS
Me (5/1/2017, 9:23:18 PM): after waiting 45 mins...
Me (5/1/2017, 9:23:33 PM): bc they were responsible for making the final delivery
Me (5/1/2017, 9:24:02 PM): and they stated that the address was incorrect, the zip code was ***** and should have been *****
Me (5/1/2017, 9:24:32 PM): so it seems that the issue was with the sender providing the incorrect shipping address
Me (5/1/2017, 9:24:58 PM): because I provided the correct address...
Anthony (5/1/2017, 9:25:06 PM): At this time there's nothing we can do, it's being sent back to us and a refund will be provided.
Me (5/1/2017, 9:25:21 PM): this is really acceptable!
Me (5/1/2017, 9:25:36 PM): i really needed these items for an important event
Anthony (5/1/2017, 9:25:39 PM): Is there anything else I can assist you with?
Me (5/1/2017, 9:25:52 PM): I would like the items back
Me (5/1/2017, 9:26:07 PM): of course you can continue to assist me.
Me (5/1/2017, 9:26:19 PM): I'm not done Anthony...
Anthony (5/1/2017, 9:26:40 PM): As mentioned, you will receive a refund once we have received the order that's being sent back to u.
Anthony (5/1/2017, 9:26:46 PM): us*.
Me (5/1/2017, 9:27:00 PM): so if i want the item, I would have to reorder?
Anthony (5/1/2017, 9:27:05 PM): That's correct.
Me (5/1/2017, 9:27:20 PM): what if I don't get the correct size back? Or the same price?
Me (5/1/2017, 9:27:30 PM): can't you simply reinstate the order?
Anthony (5/1/2017, 9:27:50 PM): You would need to call in for a voice agent to place the order for you to have the same value.
Me (5/1/2017, 9:28:13 PM): and when will I be notified that the item was returned?
Anthony (5/1/2017, 9:28:19 PM): Once we receive the item.
Me (5/1/2017, 9:28:28 PM): which is when, Anthony?
Anthony (5/1/2017, 9:28:32 PM): Unsure, it's in route.
Me (5/1/2017, 9:28:48 PM): you are being really unhelpful
Me (5/1/2017, 9:29:04 PM): I'm very surprised by Express' customer service
Anthony (5/1/2017, 9:29:13 PM): Is there anything else I can assist you with?
Me (5/1/2017, 9:29:17 PM): no remorse, no sympathy
Anthony (5/1/2017, 9:29:38 PM): I apologize for that. Have a wonderful night and thank you for contacting EXPRESS.

Literally f u c k Express.

I wish I had listened to the other reviews...
I placed an order on 12/22. I was very clear with the customer service rep that I needed it by 12/24 (in time for Christmas) and told her I would pay for whatever shipping charges were necessary to make this happen. After putting me on hold several times, she ASSURED me that they were offering 2 day shipping at N/C and that she could GUARANTEE that my package be delivered by Christmas Eve. I offered again to pay for 2-day shipping but was again told it was to necessary and that she would 100% GUARANTEE it by 12/24.
On 12/23, when I had not yet received my shipping confirmation, I called back and spoke to another customer service rep who told me that my order was in process, but has no ability to contact the warehouse to see if it has actually shipped, but just not updated yet in the system. I then asked for a supervisor and got the same response. I was then transferred to a SENIOR supervisor who again told me the same thing. When I asked to speak to her boss, she told me she did not have one and that she was "in charge of it all". At this point I had requested to cancel the order and place another one for overnight delivery. She then put another SENIOR supervisor on the phone who put me on hold for about 15 minutes and then came back to apologize... She thought I had only placed my order that day (12//23) and told me that since it was place yesterday (12/22), that my order had shipped already and that the system would be updated by 5pm. I told her I was nervous about her answer and she said "I 100% GUARANTEE THIS DELIVERY BY TOMORROW (12/24).
Need less to say, it is now 12/27 and I still have not received my package. They did update their system and I do have tracking information. My package was shipped on 12/24 by FedEx Smart Post (you cant ship things any slower than that) and will be delivered by 12/31.
One extremely disappointed mother who had to send her daughter back home with no Christmas gifts.
Thank you Express.com... for nothing but wasting an hour of my time on the phone with your incompetent system and staff. You have left me with 2 choices. I can return my order to you and pay for shipping charges, or I can send it to my daughter and pay for shipping charges... decision, decisions...

Oh i m sososo in love with my purchase, thank you express