Express — Local services in Fairfax

So I had ordered 4 items online and didn't like 2 items and 1 was too small, thus I went to the express location in fair oaks mall to complete a return. I approached the counter to get help, a young lady (no name tag so have no clue) started my return, of one pair of pants and 2 sweaters. She got my phone number pulled the items out of the bag, scanned the pants no problem (i tried those on too small), scanned one pink sweater no problem (i tried that on didn't like it, was too short and the fuzziness was itchy), the SALES ASSOCIATE in the store OPENS MY PACKAGE that was SEALED of the second brown sweater as i never took it out of the package since i didn't like the pink one which i wanted more so i tried that one first why would i have opened the brown one. This sweater was removed from the original package it was shipped to me in WITHOUT TAGS! The associate refused to return it, I asked why not? She said because it doesn't have tags, i then said, "ma'am you plainly just opened that bag it was shipped in and it came to me without tags." She then said again she couldn't return it. I asked her to call for a manager because there was no way in the world this is fair. She called over the walkie talkie and explained to her that i brought back a item without a tag and i asked to speak with a manager. So i waited (while another customer was also waiting), she had to call for her again and mind you this is between 12-1pm the store is NOT BUSY. She came over and stated to me the "policy" and I then iterated the fact her own employee opened the bag it was shipped in and she still refused the return stating it was not in the original condition i was like how is it not she just opened it? Oh it doesn't have tags in a nose up in the air attitude. I was very appalled at the fact of how short and not helpful she was, she told me as with her "nose turned up" call customer service and see if they will "bend the rules for you. ". She runs a multi-million dollar business to actually hear the situation and refuses to help a customer didn't even offer an exchange or anything is very bad for business. I called customer service and had to search that as she told me 1800 express and a Google search lead me to 1888. I explained this situation to customer service, they informed me that actually the policy was changed months ago and as long as it is not worn or washed you can return it and started to initiate a case number for me to present to the store to honor the return, but i told the lady at customer service i was actually still in the store because i would like resolution today as i run a business and my days off fluctuate and i didn't want to miss my window for return. The customer service lady ask me to allow her to speak with the manager, i then walk over to her and let her know that customer service wants to speak with her. Then again with her "nose in the air attitude" refused my phone and said oh they must call me at the store. Ok that's no problem, i relayed that to customer service, we disconnected our call and she called the store. Then Miss Brittney answered the phone and blaintantly lied to customer service told them it was not in original condition. It really was a slap in the face for someone to lie on me in this way. ALL THIS OVER 21.00 return! I really really hope someone can understand that this has really, really rubbed me wrong and not over the 21.00 i didn't need my money as your company was more than likely getting it back soon enough in the future with another purchase, but of the manner in which high and mighty attitudes were had! i actually expressed to her, is this actually how you take care of your customers? and again non caring attitude "call customer service" to the point I really do not want to do business with express again. I really hope someone in corporate sees this and actually offers some coaching of how to take care of your customers! 21 dollar refusal + attitude =...

I often shop at Express, both in-store and online, for myself and my family. On a Saturday afternoon, I visited this store to purchase a semi-formal long-sleeve shirt. Upon arriving, I started browsing for what I needed. I noticed the store manager, but she didn’t offer assistance, which I initially understood, thinking she might be busy.

As I continued searching, I found a couple of of shirts I liked, but none were in my size. Again, the manager saw me but didn’t engage. At one point, I tried reaching for a shirt on an upper shelf, and still, there was no offer to help while she was close to me. This made me realize I was in the wrong store.

I don’t believe this was due to any racial bias, as the manager was African American, so I ruled that out. However, after reading other reviews, it seems like this lack of customer service is a recurring issue at this location. I’d advise higher management or the franchise owner to ensure staff are more attentive to customers.

In the end, I went to another store within Fair Oaks Mall and easily found what I needed. I gave 2 stars because, despite the poor service, the store was clean and well-organized, especially considering it was a busy Saturday afternoon. The cleanliness is the only reason for...

I have been shopping at express for years. I’d say last few times, it has been my worst experience ever at this store. And that is not due to the store itself or the merchandise. It is due to the rude and unprofessional store manager. She is not helpful and very disrespectful to the customers. I was standing in purchase line, and she was very rude to the lady in front of me. Then my turn came, it was the same obnoxious behavior. The store never has my size so I have been shopping online for years. I always order two sizes and return the ones that don’t fit. She literally accused me of wearing the pants and then returning it. I politely told her, you can see I ordered two sizes, I kept one size, and this one doesn’t fit and that’s why I am returning it. She continued to roll her eyes at me. I thought perhaps she was having a bad day, but she had the same unprofessional attitude when I went back few months later. And that’s why I decided to write this review. And by reading all these reviews, it’s understandable that it’s a repetitive behavior. I hope the corporate is...