Express

I ordered 4 pairs of dress pants online at the beginning of November. I decided to return two pairs and instead of mailing, I took them back to the store. I stood there for 10 minutes while the girl called in to process my return over the phone. I then was handed my original recept back with a confirmation # scribbled on it. I had not received any other kind of receipt, not asked to sign anything, etc. Finding that odd, I called a few days later to see if my return had credited to my account. After waiting on the line for a long while, I was told by the representative that she couldnt look up my account bc the computers were down. I called a few days later after still not seeing the return credited to my account, the gentleman told me it takes 3-5 business days to process and that I was only on day 3-4 (even though it had been well over a week). It is now weeks later, still no refund. I sent an email through the message center and got an automated response back explaining they hadn't received my mailed items yet. I wrote back and explained I did not mail my return, they sent me the SAME EXACT response in reply with someone elses name signed to the bottom. Just like talking to a robot! I have now been on hold with customer service waiting for a representative for the PAST 32 MINUTES!

I have been a consistent express customer for years and I have read before that their customer service was lacking but hadn't really needed to interact with them so it didn't impact me much until now. I placed an order during COVID and would like to return one of the items in the order. I waited until my city "opened up" and our local mall opened this past Friday. I went Tuesday (their 5th day of being open) and Express was still not open despite the mall being open. I emailed their customer service and did not get a response and on Twitter got a response saying sorry but go again when it opens. I asked them to cover the return fee one time so they didn't force customers to go into public unnecessarily and was told no they can't cover return costs (despite my order being over the amount initially to qualify for free shipping). If they can't cover a return cost one time for a constant client and especially during COVID to not require people to go out thats just poor business or caring for your customers.

Do not buy from Express if there's a chance you might need to make a return.

I needed to return an item to the seller "Dippin' Daisys". The entire process was a complete run-around—very frustrating! The dress was sold via Express's "Marketplace" (Dippin' Daisys) and I never would have purchased it if I had known what a scam the returns process would end up being. I still have the item, can't wear it, am out almost $50. Not a good way to do business, Express. I rarely do reviews, but this experience called for it.

Also, I went to their website to post a review about their poor customer service. I was required to click on "yes" to indicate I received something free and of value for my review. What?! Clicking "yes" was the only option. I did not receive anything but frustration and headaches from this process. I also learned that Express will not post any Customer Service reviews, which is a sketchy way to do business. If a business is treating their customers fairly, there would be no need to block their reviews about customer service.

I do not recommend buying anything from Express. I won't be buying from them again.

I needed new clothes for my new job. I placed order online only received half of the discount from coupon. The customer service rep said because sale items couldn't receive the full discount. I asked for a supervisor waited 10 minutes on hold and was disconnected. I call again the rep said she would give me expedited shipping at no charge because I was so upset. She said it would take 5 business days for me to see the $15 credit. The next day I see an unauthorized additional $38.49 charged to my debit card. They said this was because one of the dresses was being shipped out separately. I already paid for this dress. They said these funds were on hold to make sure I had funds on my card t since the dress was being shipped out separately and would fall off my account in 5 days and nothing further could be done. I order from Amazon all the time and they divide my shipments up and never billing disputes ever! I called my bank and told them this amount was unauthorized and blocked Express from having access to my debit card anymore since they lost my trust. From now on I will only shop in the stores and will never use my debit card again. I do like their clothes and have had positive experiences in the stores only. Stay away from shopping on express.com unless you enjoy being aggrevated and being overcharged.

I don't know what on earth would cause Express to completely annihilate the quality of their jeans! I have been buying jeans from ONLY Express for 10 years! They were dependably a perfect fit and so soft! Now... I've tried 6 different pairs in the past 10 months or so, but they just get worse. The fit is so uncomfortable and the fabric is now scratchy and no longer stretchy soft. Midrise does not exist anymore. Midrise is really high rise and I can't imagine what high rise is & now super high rise? Who are they catering to? I really am more sad than mad because I now have to find a new place to purchase jeans. I sent an email regarding these isses about 6 months ago and the response was that the Express skinny midrise was out of stock because enough was not ordered. I was told the jeans would be back. I visit online all the time and they have not returned. I just ordered 2 pairs and though they are midrise, the hit my belly button and they are rough. Still $80! Their quality is walmart now. Cheap cheap cheap.

Horrible customer service. Ordered a sweater on 12/14 and it was 24.95 on sale. My mother loved it and i decided to buy it for her Birthday but a month later 1/4 it was 59.95. I called Express they told me to order it and if it went on sale within 14 days I could get a price adjustment. I wanted to get it on time so I ordered it. On 1/11 The sweater was 30% and took a coupon, marking it down to the same price I had paid for mine. I called Express customer service and they said that they could not offer me a price adjustment because the 30% off sale is not valid on previous purchases. I told the representative that if I was to order it today and not 6 days ago I would pay less, cant he just adjust it instead of me placing a whole new order? He said no, manager said no. So I placed a new order and sweater was 21.95. Ridiculous. And what a pain in the $#*!.
HA and the lady told me that price adjustments arent made on sales at all, only of the item is permanently marked down within 14 days. What kind of policy is that?

Went in the store for an exchange. I picked up the wrong size from the clearance rack. They didnt have the item so I decided to return and was turned down with a receipt and a tag attached to my dress. I asked why and was told I had to go back to the original purchase store because the item didnt have the second tag. Never wore the item. I noticed it was the wrong size and I still see the tag attached. Cashier said no. Customer service was closed as it was a Sunday. On my way out I checked and almost all the items in the clearance rack had only 1 tag. Called customer service the next day and was told I would hear back from them before the end of the day they needed to contact the store to let them know I was coming to return but I never got a call. Out of curiosity I called the purchase store and the manager said most of the Clearance items do not have that tag so I could come back and return but it is so out of my way. Have an item I dont need with a tag and a receipt. I guess I still have to wait for customer service. Worst customer experience ever.

I have shopped at Express for over 20 years. I recently ordered items through their website and was sent an email days later stating my order was canceled. I contacted Express Customer Service and was told the items I ordered were no longer in stock. As I am speaking with the customer service representative and looking through their website, I see all of my items are in stock at a much higher price. After speaking with a supervisor, I was told there was a computer glitch and the items I ordered were incorrectly priced. I was also told a refund would be submitted. I received my refund, then days later my account was charged for the same amount of the refund. I again contact customer service only to have the representative tell me to dispute the charge with my bank. I finally speak with a supervisor who says the system is not recognizing the canceled order and is causing a recurring charge on my account. Throughout this process I have been inconvenienced as the customer in two ways: 1. I won't receive the items I ordered for Christmas due to a pricing computer glitch and 2. My card is being recharged without my permission due to a computer glitch.
Express Resolution: A $10 Gift Card

Worst website ever, couldn't load product then it didnt honor its BOGO's or sales, no codes, the only reason I am giving them 2 stars is I love their jeans and they fit me perfectly, but beyond that they are losing major sales with me because their website is horrible!

I placed an online order and when I received the confirmation email my address was incorrect. Called customer service immediately same day to fix address before they start putting my package together. Two days later I receive my tracking and address is still incorrect. Called customer service again and they said they would send me out a new package since the other was being sent back by fedex to the distribution center because the address is missing the street number. They also stated they would overnight it to me and that I'd receive a new tracking email within 24hrs. Never received it. Called again and they have no notes that this other conversation happened and I have to wait until the previous package comes back to the wharehouse before they can put a new package together to ship out. Also I was told hopefully the items I purchased are still in stock. It's been 3 weeks since I placed my order and the 1st package is still in transit back to the distribution center. This has been a very frustrating experience and I hope no one has to go through this. I spent $200+ on this order and it's awful how I've been treated.

I placed an order on December 17th 2016 for 10 items and on December 20th I received an email stating over half of my items were cancelled. I called customer service and they were able to reorder five of my items because they were still available online. On December 22nd I received another email stating that the items I placed on the 20th were cancelled yet again. I called customer service and some how two of those items were still available and the customer service representative could not understand why my items were cancelled several times. I am very disappointed at express warehouse and how they could not handle the order volume they received due to the sell they had. Why after I place my order and get a confirmation number to be told two-three days later that my order been cancelled? It's the holiday season and I planned on giving those gifts to family members. I did not have time to go out shopping to extra gifts at that time. I am very disappointed at how express handled their ordering procedures especially during the holiday season. Maybe express should contact toys r us or Walmart to figure out how to handle such a large ordering volume since they were not able to keep up with orders and inventory.

I purchased two pair of the Columnist Barely Boot pants in black a couple years ago and loved them. I wore them all the time, very flattering and comfortable. I lost some weight and wanted to replace those pants with new ones that fit better and order the same pants in a size smaller. I wore them once and noticed that the fabric was pilling and looked like something had rubbed them and made them look aweful. I thought it was my purse or something I had carried that had rubbed the pills into the fabric, so I tried using my sweater shaver to get them off. I wore them again and noticed the same thing,. I thought maybe it was just the way I washed them so I wore the other pair and the same thing happened. I took out my old pants and they still look nice and new and I have worn them several times. I called express and they told me there was nothing they could do about it since I wore them. I am writing this because their quality has obviously gone downhill. Those pants should last more than two wearings and I will not be buying any more dress cloths from them. Times are tough, but they need to keep their clothing quality in check or they are going to lose a lot of customers.

They canceled some of my items after I already made the order and paid shipping so I had to pay the same shipping for less items and they wouldn't reimburse me

They used to have this store in Canada near my home, and I found the best-fitting work shirt here. After they left our area I considered for a year ordering online. I didn't want to pay the US conversion and duties.

I finally bit the bullet because I couldn't find a shirt that fit the same and the others were getting ragged.

I placed my order and cringed at the price but I REALLY wanted that shirt. I got my order quite quickly however I was missing items.

I contacted them immediately asking if there was another shipment and they told me no. So I told them that the items were missing and they told me they would ship the missing items right away. Two days later I received an email stating they could not send as they were no longer in stock. And to choose a similar item.

Contacted customer service and they said they could not do this because it was outsife of US. So I asked for a refund for the items as well as duties. They said that the duties would not be refunded and pretty much accused me of lying that I did not received and that they were refunding me out of the goodness of their hearts.

Pretty upset that it took me so long to order and didn't end up receiving the items I so desperately wanted. Got two VERY expensive sweaters, no blouses. Won't be returning to their store.

BUYER BEWARE

I've been shopping at Express for years. Like, since the 90's. Over the past half decade, I've never been so spammed with price markdowns and clearance. Some materials even feel cheaper. Like they started allowing cheaper manufacturers to produce their goods.
My most recent experience has made me reconsider them as one of my go to's for a quick, stylish choice.
I purchased a pair of shoes from online. Before one hour passed, I contacted them to see if I could add my gift card to the purchase, or to just cancel and reorder. They told me I had to contact the distributor of the shoe to process a refund. Weird but ok. I contact the distributor, which I had to log in to my express account to see who it was, Journee Collection, who tells me it's too late and the order has been shipped. Frustrated but not the end of the world.
I then contact Express (email) to ask if I can return an online order to the store. The answer, yes. So that's what I do. I drive 20 minutes to the nearest Express, who then tells me I can't return this item to the store and that there should be a return label in the shoe box. Again frustrated. I drive back home and open the "never opened" shoe box to discover that no, there is no return label. (So Express, even your employees aren't fully aware of how to assist YOUR customers.) I then email Journee and ask how to return this item. They send me their address in Utah and inform me I would need to cover the shipment cost. What?! Seriously?! Never again Express. I'm done! Can't believe that this is where you are as a brand.