Express

To Whom It May Concern, Thank you for sharing this customer's concern with us. We attempted to reach out to this customer today, January 12th and unfortunately we were unable to speak with him directly. We have, however, begun communicating via email in an attempt to resolve the issue and offering...

a solution.  Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.  Sincerely, EXPRESS Customer Relations

To Whom It May Concern, Thank you for sharing this customer's concern with us. We attempted to reach out to this customer on October 27th and again on October 31st, but unfortunately we were unable to speak with her directly. We have, however, reached out by email in hopes of resolving the issue...

and offering a solution.  Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.  Sincerely, EXPRESS Customer Relations

Hi [redacted],My name is Molly and I'm with the Express Customer Experience team at our corporate office. I am very sorry for the difficulties you've had with your order. I can see from your Revdex.com complaint just how much you wanted this coat! I put in an order to have the coat delivered to you at no cost. This order number is [redacted]. Regarding your previous orders, they were never charged to your card because we do not charge until we ship the item. I am happy to look into this further for you, simply contact me at ###-###-#### between the hours of 9-5 eastern time, Monday through Friday. I see you used a $15 reward on this order, so that has been issued back into your account. Please let me know if I can be of further assistance to you.Yours Truly,MollyEXPRESS###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 11896910, and find the resolution is satisfactory to me.
Regards,
Salwan Huzairun

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards, [redacted]

To Whom It May Concern: Thank you for giving Express the opportunity to research this matter and respond. We were able to speak with our customer on October 7th, 2016 to follow up on her concerns. We apologized for her experience with her online order and the customer service she has received...

up to this point. Afterwards, we worked together to reach a resolution.Again, thank you for the opportunity to respond. It is our understanding that our customer is satisfied with the end result. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, EXPRESS Customer Relations

Thank you for giving Express the opportunity to research this matter and respond. We were able to speak with our customer on February 5th, 2016 to follow up on his concerns. We apologized for his frustration with his product and shared his comments with our product quality team. Additionally, we...

addressed his disappointment with our exchange policy and shared his concerns with our leadership. Together we worked on a final resolution. Again, thank you for the opportunity to respond. It is our understanding that our customer is satisfied with the end result. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, EXPRESS Customer Relations

To Whom It May Concern, Thank you for sharing this customer's concern with us. We have spoken with this customer on 7/25/16 and on 7/26/16 regarding this matter and are still working to reach a resolution. Again, we thank you for allowing us the opportunity to address the issues that were brought...

to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.  Sincerely, EXPRESS Customer Relations

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted]. Though I am still unhappy with Express for its lack of communication and professionalism, the issue has been resolved. The hold on the account has been removed, and Express attempted to rectify the inconvenience with a paltry $30 credit. 
Sincerely,

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Ms. Molly, has followed up by via e-mail. Thank you...

To Whom It May Concern, Thank you for sharing this customer's concern with us. We reached out to the customer today, January 6th and are currently working with the customer to reach a resolution. Again, we thank you for allowing us the opportunity to address the issues that were brought to our...

attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.  Sincerely, EXPRESS Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
[redacted]:
I reviewed the response made by the business in reference to complaint [redacted], and find the resolution is satisfactory to me. My wish was not to speak to them but rather have the matter fixed. 
Regards,
[redacted]

When I spoke with the rep from Express, he told me that this was a known issue for certain jeans. He asked that I send any pairs back that I had to help out the quality team. I feel if this is a "known" issue, then they've done a fair share of investigating and my jeans being returned would only serve as proof that I had experienced it, even though I have MANY purchases from Express that can be seen from my NEXT account. I explained that I was getting ready to bury my sister so sending jeans back to Express would have to fall to a low priority during this time.
Regards, [redacted]

To whom it
may concern:
 
Thank you for
giving Express the opportunity to research this matter and respond. We are committed
to the products and services we offer, but more importantly the customers we
serve each and every day.
 
We
researched the customer’s account...

with Comenity Bank and found we would need
additional information from the customer to enable us to properly assist her in
resolving this matter.
We contacted the
customer on 5/4/15. We were able to speak with the customer briefly. She told
us she would be able to contact us back in the next couple days. We provided
contact information and requested that she have the receipts mentioned in her complaint
on hand when calling to allow us to investigate this matter more thoroughly in
order to reach a resolution. Once we receive the necessary information, and have been
able to investigate we will provide further updates.
 
In
the meantime, if you have any further questions or concerns regarding this
matter, please feel free to contact us at ###-###-#### or email [redacted]. We are available
8:30AM-6:30PM ET, Monday through Friday.
Thank you,
 
EXPRESS
Customer Relations
###-###-#### 
 [redacted]

To Whom It May Concern, Thank you for sharing this customer's concern with us. We spoke with the customer today, December 14th. We confirmed that she did receive her order on December 13th and apologized for the delay. As a gesture and to invite her back to shop with us in the future, we issued a...

reward to Ms. [redacted] for use on her next purchase. Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, EXPRESS Customer Relations

Dear Revdex.com,We appreciate the opportunity to respond regarding this matter. Express is committed to maintaining the highest quality standards with the products and services we offer, and sorry to hear of this customer’s experience.As of February 23, 2018 our office has...

attempted to reach the customer to address his concerns. We have left a voice message and sent email communication, providing contact information for Express for further assistance. Express considers this case pending and will update your office accordingly.As always, we appreciate the assistance you provide us with our customers. Our Corporate Specialist team may be reached at 1-888-397-1980, Monday through Friday from 9:00 a.m. to 5:00 p.m. ET. Sincerely,EXPRESS Customer Experience

I am rejecting this response because:(1) The claims by Express of customer contact are inaccurate (the dates and methods noted by Express are false).(2) The company has acknowledged their error. (3) No refund has been proffered as of yet, making any claims of resolution inappropriate. Please see the attached e-mail chain for evidence.In conclusion, the matter is not closed as the final step promised (a refund) has not even been initiated by the company.
Regards,
[redacted]

Dear Revdex.com,We appreciate the opportunity to respond regarding this matter. Express is committed to maintaining the highest quality standards with the products and services we offer, and sorry to hear of this customer’s experience.As of February 23, 2018 our office has attempted to reach the customer to address his concerns. We have left a voice message and sent email communication, providing contact information for Express for further assistance. Express considers this case pending and will update your office accordingly.As always, we appreciate the assistance you provide us with our customers. Our Corporate Specialist team may be reached at 1-888-397-1980, Monday through Friday from 9:00 a.m. to 5:00 p.m. ET. Sincerely,EXPRESS Customer Experience

To Whom It May Concern,Thank you for sharing this customer's concerns with us. We have issued a refund for the customer on the 5th of July, and she can expect to see the refund hit her account within 3-5 business days. We also extended a gesture to the customer for the experience. We have...

reached out to this customer as well, but have not been able to get in contact with her as of yet. We will continue to monitor her account to make sure that the refund processes through successfully, and monitor her case for a response from her confirming that she has received her refund and the gesture. Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Victoria R[redacted]EXPRESS Customer Experience

Thank you for providing us with the opportunity to address this
customer's concerns. We are truly sorry for her recent experience in our store.
 
We were able to speak with the customer on Monday, August 24th.
 We are pleased to advise this issue is
now resolved. A gift card...

in the amount of $30 was mailed to her the same day.
 
Again, we thank you for allowing us the opportunity to address the
issues that were brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.
 
Sincerely,
EXPRESS Customer Relations
[redacted]
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