Review Time
This was my first and last purchase at Express. Honestly, it was a terrible experience. They sent my items with the security tag still attached, which is completely unacceptable and shows a total lack of professionalism. How does something like that even happen?
Instead of properly fixing their mistake, they expect the customer to go to the store to have the tag removed, as if it were my responsibility. That is unbelievable.
Customer service was just as bad. The representative I spoke with was not helpful at all, and when I asked to speak to a manager, I was told there was none available. Very unprofessional.
Overall, a very disappointing experience. I will not be shopping here again.
I never expected a national retailer to treat a customer in such a manner. I returned four pairs of dress pants to the company, which I had only tried on and never worn, and sent them back with all original tags attached. Instead of a refund, I received the package back with all tags removed and a handwritten note inside that simply stated: “stinks send back.” That was the full explanation provided. This is not only highly unprofessional, but it has also caused me significant financial harm. By removing the tags, the company has made it impossible for me to return the items, exchange them in-store, or even sell them. I am now out hundreds of dollars due to a decision made by their returns department, and the support team refused to acknowledge the issue or provide a genuine solution. I was met with nothing but generic policy responses, even after explaining my situation multiple times. I have spent a considerable amount of money with this company over the years, including purchasing uniforms for my team, and I have never faced such disrespect or negligence from any brand. The fact that a retailer would return merchandise in worse condition than it was sent, include an insulting note, and then refuse to take responsibility is concerning. Consumers deserve much better than this. I am extremely disappointed and feel completely exploited.
I never thought a national retailer would treat a customer like this. I returned four pairs of dress pants, never worn and with all original tags attached. Instead of my refund, I received the box back with all tags ripped off and a handwritten note saying: “stinks send back.” That was the only explanation provided. This is not only unprofessional but has also cost me financially. By removing the tags, it became impossible for me to return, exchange, or resell the items. I am now out hundreds of dollars due to a decision made in their returns department, and customer support refused to take responsibility or offer a real solution, sticking to generic policy statements despite my repeated explanations. I’ve spent a lot with this retailer over the years, including purchasing uniforms for my staff, and I’ve never faced such disrespect or carelessness from a brand. It's alarming that a company would send back items in worse condition than they were received, write an insulting note, and deny accountability. Customers deserve much better. I am extremely disappointed and feel completely taken advantage of.
I will never buy from this store again. I did not receive my order, and they refuse to credit my account. I explained that I was away for a family funeral and that the package may have been stolen. They expressed sympathy but said they couldn’t assist. The customer service was very poor, reading from a script with no real help provided. I would rather pay more at a boutique and receive good customer service.
I’ve shopped at this retailer for years and have usually been satisfied with their clothes, rarely returning items. However, I bought a bodysuit that is too big and missed the 30-day return window by 2 days. When I asked in-store what could be done, I was told to call customer service, which typically makes exceptions. The representative I spoke with barely listened before telling me I was out of luck. When I requested to speak with a supervisor, he said they would likely give me the same answer. The customer service has been terrible, and the quality has been declining. I would have been happy with an exchange for a fitting size, but now I’ll likely take my business elsewhere.
I love the clothing from this retailer and shop there frequently, usually pleased with the quality. However, my recent experience trying to do an exchange was frustrating. Their system for exchanges is poor and complicated. After the exchange was processed, the manager assured me it would reset the return window. Unfortunately, when I tried to return the item, I was told it was 'in-store exchange only.' I explained the manager had given me incorrect information and requested they override this mistake, but they insisted they couldn’t help. I spoke to two different representatives and received the same response. I’m very disappointed. For such a large store, this system is unacceptable. Moving forward, I will limit my purchases and returns, impacting my options and the business I give them.
I had a really bad experience at this store. I’ve been a long-time customer. I bought a suit jacket and asked the associate if I could return or exchange it if needed, and he assured me I could. However, when I returned to exchange it, they refused to process a return, ignoring that their employee had given me incorrect information. I encourage the manager to check the store video from my original purchase. It’s wrong to mislead customers like this, and I want to warn others about my experience.
Avoid this store. I want to know why a customer would leave when ready to make a purchase? I recently visited this location shortly before closing and asked to try on several outfits. When I requested a dressing room, the associates said it was closed. When I asked how I was supposed to try them on, they told me to come back tomorrow. This makes no sense.
I ordered two pairs of pants online, and one arrived significantly too long. After starting the return process, I was given several locations to return the item. After driving 25 minutes to the nearest location, I was informed they only accepted certain items. I called customer service, as I was leaving town and had limited time to return it, and was told to go to another location that was 'only 8.9 miles away.' I explained this wasn’t feasible and requested they waive the return fee. They refused, as well as extending the return window due to my travel. It’s unreasonable to expect customers to bear the burden of a broken process. I won’t be shopping here again.
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Express is the must-have sexy, sophisticated fashion brand for apparel, handbags, coats and accessories for women and men.
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