It’s reasons like the following senerio for why I prefer e-commerce over an in-store shppping experience.

I visited the Garden State Plaza Mall this weekend and felt completely violated by this store’s employee code of conduct. Before I get to explaining what I mean by that, I want to make a note that stores in this mall generally opens at 10am sharp, at last for a majority of the stores! Nearby store to Express were opening up by the time of it struck 10am, but Express didn’t open up until 10:05am. Not a big deal, but this shows a lack of professionalism or respect in my opinion when people are not on time. I was waiting for this store to open since 9:50am, and yes I was able to enter the mall before 10am. I saw two employees walking in around 10am, so you know the staffs were running late.

Now about the staff’s code of conduct. I was one of their first customers in the store, and the young woman opening up did not greet their customers at all. There were 4 other staffs on the floor, also no greeting even thought they saw customers.

I walked the store floor alone looking for several specific items since no one asked if I needed any help. Unfortunately, I ended walking around the store looking for staffs. I found three staffs chatting, and despite seeing me standing there, I was not properly acknowledged or asked if I needed help until I spoke up. I believe it was the store manager who directed to what I was searching for, since she looked to be in her 40’s and all the other staffs were in their teens or 20’s.

The manager immediately walked over back to me after a minute when she saw I had a couple leggings in my arms by my usable tote bag, she was obviously worried about my reusable bag being a tool for shoplifting.

Side note: I’ve worked in retail before and know how to spot shoplifting red flags, such as customers who brings in their own shopping bags. Nowadays, it is normal to bring readable bags everywhere I shop!

As opposed to asking me if I found what I was looking for or offering to help me look for the garments in my sz, the first question out of her mouth was “what is your phone number so I can see if you have any rewards?”. I proceed to tell her no thanks. She probably didn’t hear me and was standing there waiting for my number. She was definitely trying to see if I was a frequent shopper or or potential shop lifter. I’ve NEVER had a sales associate pry for my personal info before checking out at the counter, so this makes me uncomfortable shopping at the store.

By the time I was ready finally to check out with my merchandise, I had to look for an associate and flag them down.

Tips for this store: Customers shouldn’t have to feel like they are shop lifters for obvious reasons. Greet ALL customers upon arrival and share with us about store promotions like all other stores do!! NOT when you feel like it, bc if you are not self motivated to do so, then this is not the right job for you! Like I said before, I’ve worked in retail, and know what it feels like to have a low day too, but I did not let that affect my performance at work. Promptness make a big difference. Open the store at 10AM when it should be opened, otherwise change your store hours. Staffs can appear to be more proactive by engaging with customers, and they should not be chatting on the floor when customers are around. Which is one of the top strategies for loss preventions. If the chat is between managers and staffs, do so in the back room before the store opens or through your walkies, not when after the store opens and in front...

The worse experience and in the wrong moment, because i was with my two years old baby. The Black woman there is RUDE. She doesn’t know about customer service. I was ready to try on my clothes but the fitting room was close, the young girl who was very nice was taking care of the people in the cashier and the other one was in the front, so i was waiting for the young girl to tell her about the fitting room, but the other one arrive and i was “hey excuse me, can you open the fitting room for me? She didn’t allow me to finish the sentence and yell at me GIVE ME A SECOND, i told her you should be more nice with the costumer i was just asking in a very nice way to open the fitting room like why are you yelling at me in front of my son? She told me IM NICE, with a very bad actitud, and i felt soooo bad that i left the clothes and she told me -do you want me to open the fitting room YES OR NO? I said no im no gonna spend my money with this horrible customer service here. And she was capable to say OK GOOD BYE! Twice i was in shock, i walk way for two reason first i was with my son, and second SHE REALLY SCARE ME. I will never visit this...

Currently they sell a lot of stuff with polyester, that material really sucks. I just bought stuff with cotton, which is nice. I would say currently they sell out 50% of garbage for men's fashion. Really pity, what they are doing with my beloved brand from years ago. My shopping experience was better years ago... About the store, the service is a bit slow... But okay, we are all humans not robots... I would still recommend the shop. Hope their products get more environmental friendly in the future without polyester stuff. For instance, they had an amazingly good looking suit that was about 230$ and 100% of polyester... Guess what, I didn't take it... The cut fit very well for me... Pity again.

EDIT:

Why is the nice looking lion logo gone? Now Express uses X instead. The lion looked more...