I would have given zero stars if given…
I would have given zero stars if given the option. Terrible customer service and poor quality clothing.
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Express is an online company. Based on 60 reviews on TrustPlane, it has an average rating of 1.1 out of 5 stars. Last reviewed February 18, 2026.
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60 reviews
This was the worst customer experience…
This was the worst customer experience I’ve ever had. They mailed me the wrong item and then refused to provide a QR code for the return, something most companies offer as a basic convenience. Instead, they required me to print the label myself, and UPS charged an additional $4 just to print it. Completely unprofessional. I will never shop with Express again, nor would I ever recommend them.
Monica
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Horrible experience!!
Cust Service Ref # 533068. Spoke with "Mario." Horrible experience!!! received my online garment literally thrown in the bag; no protective covering and the plastic security tag still on. I called customer service and got terrible reps. Bad news company! The so-called packing slip was ripped in half by someone and crumpled up. Thanks a lot.
Samantha B
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Very Disappointing Customer Service
I ordered a dress on 12/24 paying for 2 day UPS shipping. The website clearly stated it would arrive 12/29 or 12/30 so I placed the order knowing that I needed it for NYE. Update from UPS on 12/29 @ 7:30 pm that delivery is anticipated Jan. 2??? Reach out to UPS - item shipped 12/29 😡 UPS Ground!! Reach out to Express - response is that they are refunding shipping cost?? Express blames UPS for lying - call UPS again and they clearly state that the sender may contact them to update to overnight which may resolve the issue. Back to Express, request escalation who clearly states that they are not able to assist. I request that they contact UPS or overnight ship another dress to which she responds “people don’t work on New Years Eve at FedEx or UPS so it wouldn’t help” which we all know is incorrect. Email received afterwards from Express suggesting I find an alternative dress to wear NYE. How can you charge for 2 day shipping and ship UPS ground, then refuse to acknowledge your mistake, apologize and at least attempt to resolve the issue??
Thomas Pavlock
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Awful
I bought a coat from them in the middle of Nov. It was a Christmas gift. Usually there is an extension for returns everywhere because of the holiday. Nope! I am a couple of days over so they wouldn't let me return it. They could have at least offered a gift card. They didn't do that either I will never buy there again!
Dolores Cortellessa
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Express Customer Service
In trying to purchase items for Christmas early and taking advantage of sales and items in stock, I find there is definitely a negative side to this. I placed an order online on 11/9/2025. One of the items was a style of jeans that I had not purchased before for my wife. I ordered the same size as we always do however the new style is much longer than others that we have purchased. Christmas Day we find that they are way too long. I’m trying to initiate a return and reorder a different size and it tells me nothing on my order is eligible for return. Due to my early shopping I find that my delivery date is 3 days outside their 30 day window. The Customer Service Rep. would not/could not help me in anyway outside of stating the return policy. I understand policies but absolutely no flex at all on the problem? Especially 3 days. REALLY!! I requested to speak to a supervisor, which is suppose to call me back. I’ll wait and see if that really happens. I’m guessing if they do call I’ll get the same lip service that the Customer Service Rep. stated. Although he said he apologized for the inconvenience I don’t think it was sincere, especially with it being the Christmas season. I really think there should be a little flexibility or exceptions in some cases. I’m going to have to seriously think about ordering again in the future. With all the business we have done over the years at Express it may have come to an end. In today’s world I feel true customer service is a thing of the past. Very sad!
Mark G
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I like the quality of their clothes but…
I like the quality of their clothes but not the quality of their employees, specifically the one at Partridge Creek Mall. Rude employees. Not one time a few times in the same place maybe only one young lady wen out of her way to help.
Hanan Thwany
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As a lifelong customer of Express
As a lifelong customer of Express, I am extremely disappointed in their change in ethics regarding their promise to give 20% off coupons and “claim offer now” bait and switch both online and in store. Instead of being able to receive 20% off of regular priced items, the code when attempting to use says “invalid code” then in store they promise 20% off when you apply for credit card. Instead of approving they say you will be notified in two weeks if you are approved and meanwhile you do not receive the 20% off. P.S. I have perfect credit and very little debt. I can get any form of credit that I want right away. Except Express who didn’t want me to get $200 off since I spent almost $1000.00! Disgusting bait and switch. Never had this problem in the past! Tried calling customer support and was routed to God knows where with no resolution.
Nancy Garcia
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Pickup at Fashion Show Mall, LV, NV …
Went to p/u my items at fashion show mall, the person who help me was extremely rude, starting by saying that she couldn’t find my order, that they had over a 1,000 orders and it will take a while before they can find my order. Once my order was found, same person told me that one of the items I selected was not available, I said ok. After scanning my order there was $176 hold on my account, called customer service and was told that I was only getting charged $71 DLS. After I let Lara in customer service know that there was a pending charge of $114 DLS, Lara said that I will get credit with in the next 7-10 business days. I asked why was I charged the $114 DLS, when the item was not available?customer service Lara was going in circles saying that I will be refunded. It’s plain wrong, customer service at the store was beyond terrible, and on top of that I was charged the full amount and there’s nothing that can be done, I was also denied store credit as well. 3 yrs ago I stopped shopping at Express due to their terrible customer service, after not shopping for 3 yrs I decided to give it a 2nd chance, it was a bad idea, ABSOLUTELY NOTHING HAS CHANGED!!!
E. Schroeder
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Sweater came with security tag, jeans missing
I had a simple order of three pairs of jeans and a sweater. The sweater came with the security tag - they say I need to take it to a store - which is far away and a lot of my own time - and no guarantee I won't be charged with stealing it. One of the jeans was also missing, with a note from some store saying they didn't have it. How much time have I spent on this, still have to spend on the sweater - they offered me $5.00. This store is not a place to order from.
Patrick Stayton
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Express Returned My Items With Tags Torn Off and a Note Saying “stinks send back” – I’m Out Hundreds of Dollars
Express Returned My Items With Tags Torn Off and a Note Saying “stinks send back” – I’m Out Hundreds of DollarsI never imagined a national retailer would treat a customer this way. I returned four pairs of dress pants to Express, only tried on, never worn, and shipped with every original tag attached. Instead of processing my refund, I received the box back with all tags ripped off and a handwritten note tossed inside that said: “stinks send back.”That was the entire explanation.Not only is this extremely unprofessional, it has now financially harmed me. By tearing off the tags, Express made it impossible for me to return the items, exchange them in store, or even resell them. I am out hundreds of dollars because of a decision made in their returns department, and customer support refused to take responsibility or offer a real solution. I was met with nothing but generic policy statements, even when I explained the situation multiple times.I’ve spent a lot of money with Express over the years, including purchasing uniforms for my staff and I’ve never experienced anything this disrespectful or careless from a brand. The fact that a company would send merchandise back in worse condition than how it was shipped to them, write an insulting note, and then deny any accountability is alarming.Consumers deserve better than this. I am extremely disappointed and feel completely taken advantage of.
Brent Brown
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I would never purchase from them again
I would never purchase from them again. I did not receive my order and they will not credit my account. I explained I was away for my moms funeral and they package may have been stolen. They told me they are very sorry that happened but can’t help. Very poor customer service reads from a script with no help at all. I rather pay double the price at a boutique and have good customer service.
Rosette Lauro
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Closing Locations
Sad to see the location in astoria close. This express has always been a go to when in need of something and no time to get to the city or the mall. I hope upper management can figure things out and keep the remaining stores open.
Sanda Burbura
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Mediocre clothes, terrible customer experience
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.
Paige
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Clothing is great, customer service is not
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.
Hannah Tacas
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I had a really horrible experience at…
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.
Kd J
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Stay away from this store
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 toPurchase 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
Mardie
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Bought 2 pair of pants online for one…
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.
Jess Bess JessBess
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The worst customer service ever
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.
Mx
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Zero stars
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.
Christine
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According to TrustPlane, Express has a 1.1/5 rating based on 60 verified reviews as of February 2026. Source: trustplane.app/company/www-express-com