ExpressReviews 375

Sat on hold for almost 20 minutes after getting an email stating my package was going to be delivered after Christmas, despite their website stating otherwise. Finally got someone who basically said that sucks for you. Asked for a manager. Had to fight for that, hold for another eternity and get a manager who tells me I'm out of luck and that I was supposed to change the shipping method, which wasn't clear. At least 10 times he said it was unfortunate that most of my daughters xmas presents won't be delivered until 2 days after xmas, but it was my own fault. Entire call was him explaining to the customer (me), how I am wrong. He kept talking over me and interrupting, so I finally raised my voice to be heard over him. I asked him 5 times for a return authorization of some sort and he threatened to hang up on me. I will never do business with Express again, and every single item I've bought recently (which is many), will be returned.

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

I ordered a jacket and paid for two day shipping. But the order statues never changed from processing but i thought since the item would be coming from 1 city over maybe it didnt need to update till around the day of. So the day my order is supposed to be delivered arrives and the order is still in processing status. I call customer service and they refund my shipping and tell me the jacket should be delivered about 1-2days after the call. Two days pass and I receive an email asking to review the jacket but I still dont have it, the shipping status still hasnt updated on either Express.com nor fedex.com. I call again and am told that the "distribution center" is responsible for the delay and that it should be arriving within an additional 3 day shipping time. I am at the end of my rope with this company. The shipping status still has not changed.

I'm working on the logistics for a site where screenshots of orders can post. A few months back I went though my email to find 17 canceled orders. It's been a couple of years but that was still a fairly shocking number when most stores I shop rarely, if ever, have cancelled an order. I continued to shop and now I am at 29 canceled orders. My husband and son also have accounts. It seems that when rewards are involved or coupons are used in conjunction with sales, items are canceled. Which is not the fault of the customer if they are legally using rewards or coupons, within the confines of the law. There is no rhyme or reason. Many purchases are completely canceled or they pick and choose, meaning, you could end up paying $8.00 shipping on a lipgloss, because other items were deleted from the purchase. This is unlawful as its stealing from consumers. Do NOT contact customer service. Their Customer Service is the first I've experienced where, as others have complained, they will steal your rewards and berate you. You'll get numerous answers that contradict each other in the same email thread. I'm curious if anyone else would be interested in a website like this. I can't afford to waste hours of time putting together matching pieces, suits for my husband, or school clothes for my teen, only to have boys and pieces of the purchase canceled. Something doesn't feel right about such an archaic structure.

After the poor customer service I received on my first (and only) order from express.com, I will no longer be purchasing clothing from the site. Very disappointing. They seem to give you the option of requesting an exchange in size when you mail the item back, but they just gave me a refund. I didn't realize they had issued a refund, so I called to ask where my replacement item was. The girl obviously never looked at my order because she told me it hadn't been long enough for them to process it yet. Called a second time before the young man finally told me a refund, not a replacement, had occurred. Took him about 2 seconds. Now why couldn't she have done that the first time I called?!? Will no longer be using express.com

I made an order online and returned two items in the store. In store, the pin machine cancelled out my order because the chip reader didn't work--no biggie. Except, when I told the store clerk, he ignored me and took the merchandise. The refund was never processed. It's been almost 2 weeks, and I've talked to 5 people so far about this issue. No one will help me, and all they've done is tell me to wait. I'm so frustrated by the fact that Express obviously does not care about returning my refund--they've basically stolen my money at this point--and no one has seemed to care.

This site added shipping and duty fees to my order without notice.

It advises you of the fees in the confirmation slip under ''misc. Fees''.

When I tried to cancel the order online (within 5 min. Of purchase). The messaging system would not let me send any message.

I had to call the company to cancel. Given the wait time during my first call, I had to wait until the next day to call again (and waited over 20 min. To speak to an agent) who then informed me that it was too late to cancel the order.

I had to undertake an entire procedure with my bank to report this as a fraud. Which was not easy given they had shipped the merchandise (that was left of my doorstep).

It took me hours to return this order.

Save yourself the trouble and find another supplier.

Been shopping on and off for jeans from this company for years, and for tops and sweaters this past year or two. The quality of the merchandise has been steadily falling this past year. Material is sub par, tops stretch out, pill, fade, and fall apart within one season. I now call them throwaway clothes. Don't bother buying anything full price, quality is not there, sizing is all over the board. Their size charts a literally a joke, their jeans do not state inseam sizes, and size charts show sizes S, M, L etc instead of numeric numbers which is how their jeans sold. Their customer service people have to be the dumbest people on earth, when inquiring about the difference in inseam sizes between short, long and regular-they don't know, once I was told they are the same?! So not trained on any of their products, have no grasp on how to spell. Recently ordered jeans, they cancel it. Ordered again in a regular and they send me a long (probably a return). Actual jeans I got had tags listing long all over them except the price tag which said regular. Also customer service usually send boiler plate answers and really don't or can't read your question. Its like this company is run by toddlers. Reading some of the reviews on this website for them, I am absolutely sure they are fake or written by employees paid to do so. Half the time they don't post my reviews whether positive or negative. Now they stopped using Shoprunner (a service that is for free 2 day shipping and returns), so I really won't be purchasing much at all since they charge $8 to ship even the smallest order in a plastic bag.

Had my order on hold with "processing" status for over 2 weeks now and upon discussing with their customer services, I was told item cannot be shipped out due to low stock. However, the website still allows new orders to be placed for the same item. So, you put the order in, they locked up your credit for who knows how long and chance that you won't really receive the item and your order will eventually be cancelled. Also, if you use Express reward balance to purchase item on Express.com and order gets cancelled, you won't get your balance back unless you call and ask them to re-issue the points -- too much of the mess! So beware and stay away.

I AM AN AVID ONLINE SHOPPER, FROM AMAZON TO EBAY TO WALMART, I DO MOST OF MY SHOPPING ONLINE SINCE I DO NOT HAVE ALOT OF TIME TO GO STORES AND MALLS. I LIKE EXPRESS CLOTHING, YET THEIR ONLINE STORE BELONGS TO THE LAST DECADE, THEY ALWAYS CANCEL ITEMS, THEY EVEN CANCEL COMPLETE SHOPPING CARTS. PAYING THEM IS ALMOST AS SCARY AS GETTING ROBBED, YOU DONT EVEN KNOW IF YOU ARE GOING TO END UP LOSING YOUR GIFT CARD MONEY OR YOUR REWARD MONEY OR EVEN END UP WITH A PENDING TRANSACTION ON YOUR CREDIT CARD THAT LASTS FOR A WEEK AND THEN EN UP WITH NO PURCHASE OR CANCELLED ORDER. WITH EXPRESS.COM ITS A MISS AND MISS EVERYTIME ( PUNT INTENDED). IF YOU HAVE TIME
GO BUY IN STORE AND SAVE YOURSELF THE HEADACHE.

I wish there was an option for no stars! This is the WORST experience I have ever had with trying to get PANTS! Size 4 Black pants seems to have been out of stock since September. When I finally ordered them on Oct. 31 I received all my dress pants on November 9th. Well the Black pants were damaged! I go to get get an exchange but over the phone. Now it shows my order was cancelled. But says it was cancelled because they were not in stock! Are you freaking kidding me! The worst place ever!

Placed an order, 4 days later still processing. Sent them an email, no response.
Contacted them through facebook after a week "we'll look in to it now for you and get back to you soon".
All of a sudden, receive an email "One of more items below have been cancelled from your order as it's no longer available".
The whole order gets cancelled despite everything still being available on their website.
What a waste of time. Plus having hundreds of dollars tied up as a pending transaction for over a week. Then they claim the can't cancel the hold so it's another 5-7 business days before the funds will be returned.
Not impressed.
Poor customer service.
Do yourself a favour, look elsewhere.