Express — Local services in Altamonte Springs

Went to return an online purchase. As an A-Lister, this means I know enough, and have spent enough with Express to know how everything works. I purchased my items online 11.14.24. Received them 11.20.24. Went to return 12.15.24. Here were the behaviors that concerned me. Firstly, the gentleman (no name tag) asked for my information, I gave it to him and asked him to confirm the information that pulled up. He completely ignored me. Next, I had my receipt pulled up on my phone ready to scan, once again completely ignored me. He called someone over because my items didn’t pull up. I stated that whenever I pay via ApplePay (which I did for this purchase) the info doesn’t pull up like it should. Still ignored me. The person he requested assistance stated that she was giving me a “courtesy” return because it was outside of the 30 days. I rebutted because I was fully aware that the 30days started from the ship date. Which she actually agreed. In the process of me trying to understand how she was giving me a courtesy. She reverted to just saying “yes” to anything that came out of my mouth. Seriously. Just…”yes”. To add insult to injury, I chucked up her behavior to sheer stupidity and inability to resolve conflict, I still wanted to shop around. My daughter came to me and told me that same said female signaled another agent to follow me around the store while I shopped and then was surprised when I made a purchase. The people in this store need to be fired because the customer service is absolutely worst than F grade service. If I could give a 0 for this particular store’s service I would. I have never been treated like such in any other store I...

Customer service was only marginal. The two employees that I saw were low energy. I definitely wasn’t greeted and I had one quick question before buying some pants. I felt like I was bothering the employee that I asked. Then when I went to the register to check out, one employee was helping another customer and I think that the other employee (who I think was in a managerial role) never looked up at me as I stood at the counter. Then they walked away (although I had seen this person ringing up a transaction for a customer a little earlier). Many years ago, I worked in customer service. I never took the role of something “not my job” and before exiting the counter, I would at least recognize the customer standing there and say something like “she’ll be right with you.” I don’t know if it’s just this store or customer service in general but today’s experience was definitely why I mainly shop online. If I wasn’t doing a favor and buying pants for my son who needs them tonight, I would have put the pants back...

*EDIT 1/9 3:57pm: Went in to exchange and item that was unworn, all tags and extra buttons in place, after calling and having a store associate pull the replacement size aside for me. The shift manager “Sara” (no name tag) refused to exchange the product, but when I called the Millenia location the Manager was willing to do a courtesy exchange for me after explaining the new exchange policies, but unfortunately does not have the size in any color. Express is the only store I shop at, but I can tell you that going forward, I will not be shopping here. This is not how you treat customers who are paying almost $100 per clothing item. This experience is not reflective of the experience below.

Assistant store manager is amazing, she needs a raise. Store staff is friendly. On a few occasions the ASM has gone above and...