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Express complaints

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One Express Drive
Columbus, OH 43230-1496 | Get Directions

(888) 397-1980

http://www.express.com

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Total Amount in Dispute:
$250.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against Express closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against Express

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6/16/2024

RESPONSE: Complaint was not answered Amount in Dispute: $250.00 Amount Settled: $0.00

Customer Complaint

5/21/2024

I purchased 4 pairs of pants in my size from Express.com. None fit. I took them to exchange in store as soon as I was able. The store is closing, they were unable to exchange or return the items. Now I am just beyond the 30 day return window so I called the main customer service number for a resolution to exchange these items as I do not know where there is another store that is not closing. I was connected to a supervisor who informed me that as of January 2024, they no longer accept refunds OR exchanges after 30 days. I stated that I had not seen this information anywhere on their website nor is it on any of my receipts. I went back through their refund and exchange policy and confirmed there is no indication exchanges will not be honored after 30 days. Andrea, the customer service supervisor I was connected to, refused to provide any alternative and continued to state "this is our policy". I am shocked by this total lack of regard for customer satisfaction. Resolution Sought At this point, I would like a full refund as I will not give any more business to any store that is this blatantly dishonest. I would additionally like this company investigated for dishonest business practices. I have shopped at Express for more than 20 years and have never had an issue returning or exchanging items. This so-called new policy should be clearly defined on their refund / exchange policy as well as on the customer's receipt, for full disclosure.

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