Express Reviews 249

I’ve been shopping at Express for YEARS.
I’ve typically been relatively happy with their clothes and very rarely make returns.
I bought a body suit that is too big but have been out of town and missed the 30 day return window by 2 days.
I took it in to see what can be done, and the girl in store told me to call customer service, assuring me that they’re typically able to make exceptions.
The rep I spoke with barely asked what was going on before telling me I’m SOL. When I asked for a supervisor or review, he told me he could send it up but they’re going to give me the same answer.
HORRIBLE customer service from a brand that’s been going downhill with quality that’s been decreasing.
I would have been happy with an exchange for a size that fits, but now I’ll probably just be taking my business elsewhere.
Thanks for nothing, Express.

I love Express clothing and shop there often. I am typically pleased with the quality. However, recently I tried to do an exchange and that went very poorly. They do not have a good system for exchanges and it was complicated to process. Once the exchange went through, the manager confirmed for me that this would reset the 30-day return window. Unfortunately, I tried to return the item and it did not work. I was told to call customer service and they informed me that the item was 'in-store exchange only'. I explained that the manager gave me the incorrect information and asked them to please override that restriction and make it right since it was a mistake on Express's end - they insisted there was nothing they could do. I spoke with two different representatives and hit the same wall. I am very disappointed. For such a large and popular American store, this is an abysmal system. Moving forward, I will only do simple purchases and quick returns. This will limit my options and it will limit the business I give them. I would encourage other shoppers either keep it simple with Express or go elsewhere. Their customer service will not be helpful.

I had a really horrible experience at this Express location. We have been long-time customers since the Structure era. I bought a suit jacket for my husband on September 28, 2025, around 11:40 AM. Since my husband wasn't with me, I was unsure if the jacket would fit, so I repeatedly asked the store associate if it would be okay to return or exchange it if needed. The gentleman assured me that I could do so.

However, when I got home, the jacket didn't fit my husband. I went back to the store to exchange it on October 4, 2025, in the evening, but they didn’t have the size I needed. To my surprise, they refused to process a return. The cashier and manager simply declined my request and did not acknowledge that their own employee had assured me I could return or exchange the item.

If the manager reads this review, I encourage them to check the store video from my original purchase on September 28, 2025. The transaction was for $76.09, and it’s clear that their employee misled me just to make the sale. It is wrong to provide false information to customers. I want to warn other customers about this experience.

Stay away from this store. I would love to know why your stores choose to have someone walk out of there store who went in ready to purchase merchandise?? I recently I mean today visited your store at the columbina mall in Columbia SC and with 20 minutes to closing time ask to try 5 different outfits that I knew I wanted to
Purchase just needed sizing and when asked can I get a dressing room your associates said sorry we are closing the dressing rooms are closed. When I asked well how am I supposed to try these on they responded come back tomorrow. Please make that make sense to me

Bought 2 pair of pants online for one to show up about 6 in too long. I started the return process and was the followup email gave several return locations. After driving 25 mins to the closest location to return the item, I was told that the location only took express men's items. I immediately called customer service as I am leaving town and only have a few more days to return the item to be told that I need to go to the next location which is "only 8.9 miles away" (in LA traffic). I expressed that this wasn't really an option and asked to waive the free for USPS return. I was told that wasn't an option so I asked to extend the return window as I was going on travel. Again I was told this wasn't an option. If a business had a broken process (showing incorrect return locations) it is not a reasonable expectation to place responsibility on the customer. I will not be buying from this company again. I guess I need to find a new store to buy all of my work attire from.

The worst customer service ever. This was my last time having bad customer service.I tried to stick in there but the company doesn't care. Not only that their clothing has went downhill. I try to stay loyal but they care nothing about your loyalty, so I will be moving on. Seems like they are going out of business anyway for these types of reasons.

Zero stars. Express will be out of business soon, and their customer service is the reason retail is dying. I was a couple of days outside their 30 day return and they turned me away, no offer of store credit, just a snippy and insincere apology. Who would put up with this crap for sub par mall clothes? There are a million other options online. Don’t shop here.

Don’t recommend shopping in-store or online at Express. Their customer service has been consistently disappointing, and my most recent experience was the last straw. Some of the pants I ordered online arrived with red pen marks on them.

Express only allows 30 days for returns and charges for mail-in returns, so I went in-store with the return barcode Express provided. The cashier said it didn’t work, questioned whether I was within the return window (I was), and after failed attempts to look up my account, said she had to “call in” the return. The process dragged on for over 35 minutes, and she couldn’t even provide a receipt. With the ineptness I experienced, I didn’t feel comfortable leaving until I received an email confirmation, which took additional waiting.

For a retailer of this size, the lack of customer service is unacceptable. No thank you, Express.

I won’t be purchasing from Express again. The customer service experience has been consistently disappointing. I’d occasionally buy work clothes from Express, but my most recent online order was the last straw. Some of the pants I received arrived with what looked like red pen marks on them.

When I tried to return them in-store, I had my Express return barcode ready, but the cashier said it wasn’t working. She questioned whether I was within the 30-day return window (I was) and then tried searching by phone and email to find my account, with no success. Finally, she said she had to “call in” my return. The process took 35 minutes, and she couldn’t provide a receipt confirming the return. I didn’t feel comfortable leaving until I received an email confirmation, which took additional waiting.

For a store of this size, I expected much smoother customer service. After this experience, I won’t be shopping with Express again.

Customer service is an absolute joke. I ordered almost $400 worth of clothing that I needed for Law school. My order was supposed to arrive on Tuesday, by Thursday there was still nothing and now the carrier had no delivery estimate for my package. I called the carrier and they stated it was considered lost and I needed to contact Express to have them start the claims process. So I did. But the customer service agent told me that they would not do anything for another 7 days, despite the carrier instructions to report the package as lost. I explained that I needed the clothing in that package before that day so I would need a solution sooner. They refused to help me. I will never shop here again.

What a scam. Used to be great. Stated that I only had 30 to days from the time of order to return my items...it took 2 weeks to receive my items. Then after leaving the store and returning home I find out that they do indeed take back item up to 30 days from delivery...as it should be. Now I need to drive an hour back to return these cheaply made clothes.

Express has really gone downhill after bankruptcy thing. All the styles that I bought 4 years ago are still there, and that too at full prices, no new good styles are being added.I recently bought jean shorts just because they were offering me $15 express cash, but did not like once delivered so had to return. Now I am being charged, $7 shipping charges, $7 return shipping charges and $7 return fees, and also my express cash that I used is also not being returned. What type of store is this? I am never ever going to buy from them again.

Customer service chat agents do not care to do their job. They lie and disregard information to fit their case. The company loves to hold onto your money as long as possible before offering resolutions shipment issues caused by them. Must be a way to fluff up their revenue and GMV for earnings reports. They could care less about inconveniencing their customers.

I ordered a suit and literally the day after i received it and they put all suits on a rather large sale. I called back and asked for a credit of the difference and they told me no. Ok..... I sent it back and re ordered another suit. The suit i returned landed 3 days before i purchased another onebut they refunded me for the one i bought on the sale instead and refused to give me a full refund. A call to customer service again made it clear they were not going to do anything to help. their customer service is the worst, most horrendous customer service I've ever come across. They play all the dirty tricks, yea we will look into that and get back to you......You know how many return calls ive gotten? zeoro

Reservation number RWR/7701651/2025 18/06/25
At the appointed time, I called the rental company, and the customer service representative transferred me directly to the driver.
The driver said she'd be there in 15 minutes, but she arrived an hour later. When I asked what happened, she said, "Traffic jams..." Then she started handing the car over to people who had arrived five minutes earlier. When I asked, "What's going on?" she replied, "If you don't stop, I'll call the guy who's supposed to bring your car and tell him not to come at all! And you're late!"
I was speechless because I haven't dealt with such rudeness in a long time.
I filed a complaint, and M.Szwed customer service representative promised a 200 złoty discount coupon for a future booking. As you might guess, nothing happened.

AVOID THEM AT ALL COSTS, DON'T BE TEMPTED BY THEIR LOW PRICES.

Their return policy needs serious improvement. It’s unreasonable to offer store credit as an option but refuse to honor it just because the return window has expired, especially without accounting for when the item actually arrives. A fair policy should consider delivery timelines and provide more flexibility for customers.

Horrible company, refusing to honor my reward even though their system crashed.

I HAVE BEEN A CUSTOMER FOR OVER 20 YEARS. THIS COMPANY HAS TRULY GONE DOWNHILL. CUSTOMER SERVICE, CLOTHING IS ABSOLUTELY WORTHLESS. WILL NOT HONOR OR REPLACE MY REWARD.

I've been an Express customer for 2 decades, but as of today no more. Went to return an order in store & was told I was past the return window to my surprise. I had ordered on 5/31/2025 & received the items on 6/9/2025. Turns out the 30 day return window starts from the ship date. I didn't even know when the ship date was as I had deleted the email notifying me the item had been shipped after I received the items because why would I need it after receiving the items. Anyhow I was 2 days past the ridiculous 30 day after ship date return window. Express you're now dead to me.

I recently purchased two shirts, which I ordered on May 22. They arrived June 1st. Neither shirt looks like the picture and were too big so I wanted to return them. I first went to the store closest to me two weeks ago, which was an outlet store and told me they could not accept the return. I then went to the other store across town to return it on June 28. I was told the 30 day return policy starts on the order date and they could not accept the return either for refund or store credit, the manager was extremely rude as was the customer service line when I called. This is absolutely ridiculous. How can they start a 30 day return policy from the day you order it? Absolute worst customer service.

I recently purchased 2 items online from Express. I was aware of the 30 day return policy. I purchased the items on 5/24 & went to a store to return on 6/29. I was told that I was passed the return date as apparently the return policy is 30 days from the ship date of their warehouse. I don't even think that is legal since if it is not in my hands until 5/31 how am I going to return it.