Express

To Whom It May Concern, Thank you for sharing this customer's concern with us. We have attempted to reach out to this customer and unfortunately we were unable to speak with her 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 Monday, July 27th and again today, July 27th. Unfortunately, we were unable to speak with her directly. We have, however, begun communicating via email in an attempt to...

resolve the issue.  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 Wednesday, November 22nd and unfortunately we were unable to speak with her 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 assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response becausei don’t know the person who called me name Burt she was just as bad as the previous representatives. She lied and said the couldn’t exchange for a different size cause they were out, the sad part is while I was on the phone I was able to reorder she refused me the same discount she was unhelpful of which is sad. If someone else can call me that would be great:
Regards,
[redacted]

The matter has not yet been resolved.

[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 [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

To Whom It May Concern, Thank you for sharing this customer's concern with us. After investigating this customer’s order and promotional offer, we found the offer should have been applied. We worked with the customer through email to apologize for the inconvenience and issue a refund for the discount. We also issued a reward to her account as a customer service 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, EXPRESS Customer Relations

I reviewed the response made by the business in reference to complaint ID [redacted]. I went to the address listed on the order (the wrong address) and was able to retrieve the package, so there is no need to pursue the matter any further. Thank you,

To Whom It May Concern:
Thank you for giving Express the opportunity to research
this matter and respond.  We were able to
speak with the customer on March 29th, 2016 to follow up on her
concerns. We apologized that she had not received the refund to her PayPal
account. We let her...

know we would issue a check to fully refund her for the
charges as well as a $25.00 gift card.
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

I spoke to Molly on December 07, 2017.  I informed Molly that more than one item was in the Garment Bag that was left at the Express Store when Store Manager, Grace refused to assist me.  I also communicated to her that I contacted the District Manager, Kate twice on 12/03/2017 and she did not answer my call. I am currently awaiting a response from Express.

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 26th, 2016 to follow up on her concerns. We apologized for her experience. We shared we were going to send out a physical gift card...

via FedEx and she would receive it by the end of the week. The customer was satisfied with our resolution of the issue. We also sent her an additional promotional gift added to the gift card to invite her back for a better experience.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. After researching this customer’s order, we found it was placed at 3:00pm Eastern Time. Our Shipping and Handling policy states:   Orders must be made before 2:00 p.m. EST to guarantee that your order is processed on...

the same day. For consumer protection, all orders are subject to review, including credit card authorization and verification. As a result, there may be a slight delay in order processing; your patience is greatly appreciated. Expedited delivery methods are not available for PO Boxes or APO/FPO addresses. ShopRunner 2-day orders will follow our U.S. second-day policy.   Business days are limited to M-F 8:00 a.m. to 5:00 p.m. EST, not including holidays. The Express fulfillment center is closed for the observance of major United States holidays. Orders placed on major holidays are processed and shipped on the next business day. We contacted the customer today, April 25th and refunded the overnight shipping charge. 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 giving Express the opportunity to research this matter and respond.  We were able speak with our customer on February 14, 2017 to follow up on her concerns. We apologized for her experience. We shared we would handle the exchange for her. We also...

sent her an additional promotional gift to invite her back for a better experience. 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 attempted to reach out to this customer on Wednesday, February 14th and unfortunately we were unable to speak with them 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

Thank you for giving Express the opportunity to research this matter and
respond. We spoke with [redacted] on 4/7/15. At that time, we reviewed her
purchase transaction, explained our Return and Exchange policy (listed below).
As a one-time courtesy to [redacted], we offered to provide a pre-paid...

mailing
label to allow her to mail the items in to us and we will provide a merchandise
credit for her refund upon our receipt of the items.  [redacted] was happy with this offer.
Our
U.S. Return & Exchange
Policy states:
We will accept returns and exchanges for items purchased
in our U.S. stores and online. We will not accept returns and exchanges that
were purchased in our Canada stores.
WITH A VALID RECEIPT
We will accept returns or exchanges within 90 days of purchase. The refund will
be equal to the amount of the price paid and in the original form of tender. A
merchandise credit will be issued for returns accompanied by a gift receipt.
WITHOUT A VALID ORIGINAL RECEIPT
We will conduct a courtesy search of our database to locate your original
purchase utilizing the credit card information associated with the original
transaction or your telephone number. If the information cannot be located we
will not be able to process a return.
If we conduct a courtesy search and cannot locate your
original purchase, you may make an exchange for merchandise equal to or greater
in value. The item you are exchanging will be valued at the current selling
price to determine the exchange value. If the exchange is for greater value,
you will need to pay the difference. We will not issue a merchandise credit and
we will not exchange merchandise for items of lesser value.
Again, thank you for the opportunity to respond. It is our understanding
that Ms. Wise is satisfied with the end result, and we hope all of your
inquiries have been addressed adequately. If you have further questions
concerning this matter, please contact Customer Relations at ###-###-####.
Sincerely,
 
EXPRESS
Customer Relations
###-###-####
[redacted]

To Whom It May Concern,Thank you for giving us the opportunity to assist our customer. As of September 14th, 2016, we have been unable to speak with the customer directly. However, we have corresponded via email and we are working out a time to speak directly over the phone. As of yesterday,...

September 13, 2016, we left a voicemail for the customer to give us a call. If we do not hear from the customer, we will attempt to reach out one more time via email and phone in order to learn more details of the customer's experience.Again, thank you for giving us the chance to work with our customer. If you have further questions concerning this matter, please contact Customer Experience at ###-###-####.EXPRESS Customer Experience

To whom it may concern: Thank you for giving Express an opportunity to respond. We're sorry to hear of Mr. [redacted]z’s disappointment with his online order and overall service experience. A member of our Corporate Customer Experience team has briefly been in contact with Mr. [redacted]z but due his...

work demands and scheduling we have not been able to fully address and resolve his outlined concerns. We are committed to making things right and looking forward to speaking with him again to ensure his complete satisfaction.  We will make another attempt to contact Mr. [redacted]z on Monday December 12, 2016. Sincerely, EXPRESS Customer Experience

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 July 13th, 2016 to follow up on his concerns. We apologized for his experience with his online order and the customer service he had 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

As requested, attached please find written documentation in support of my position.  Clearly the majority of Express customer service associates in such correspondence hav not followed its publicly stated rewards guidelines as visible on [redacted]_faq_content and certain Express customer service associates apparently don't read correspondence yet reply with practically worthless or useless information that is not at all relevant to a customer's issue or concern.  Also, as seen in the correspondence from "Jason" on 3-12-17 at 6:52 am PT, I was told to expect my Express Next rewards card within two weeks and after no receipt of such card within a month I followed up on 4-16-17 and received yet another practically worthless, useless, and irrelevant reply from Angelika which prompted me to contact the Revdex.com given numerous issues with Express customer service. I obviously don't have audio recordings of my phone calls made to Express customer service although I do have my call log which indicates days and times of phone calls made. Thanks, [redacted]

To Whom It May Concern, Thank you for sharing this customer's additional concerns with us. The customer called us about this on December 30th, at which point we began working with the customer to return the item directly to our corporate office. We spoke with the customer again today, January 5th and have begun processing his refund.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 Tell us why here...