Express — Local services in Fredericksburg

Awful Customer Service and Unbelievably Poor Experience at Express- Spotsylvania Towne Centre.

We are deeply disappointed with my recent experience at Express. My husband purchased a black sweater and, after trying it on at home, he realized he wasn't satisfied with the way it looked in the light. He decided to return the sweater the next day. Keep in mind, the store is an hour away from our house.

At the store, a sales associate helped my husband remove the tag so he could wear the it while still in the store. The associate then wrapped the tag with the receipt and advised him to keep it in case he decided to return the it. However, it was her responsibility to inform him that removing the tag and leaving the store wearing the sweater would prevent a return per the store return policy. .

Upon arriving for the return, another associate was there, saw the sweater with no tag attached, and informed my husband that in order to process the return, both the tag and the receipt were needed. This was another missed opportunity to explain that they will not accept the return.

My husband drove back home to pick them up and returned to the store, only to be met with a rude and unhelpful store manager. She refused to process the return and denied any knowledge of what had happened earlier, despite my husband's detailed explanation. When my husband mentioned reporting the issue to the BBB, the manager was dismissive and confrontational. My husband asked her to write on the receipt acknowledging the return refusal. She refused and threatened to call mall security if he recorded the interaction.

This level of customer service is unacceptable. The treatment we received was disrespectful, and the store's policies were enforced in a highly unprofessional manner. I strongly advise against shopping at this location unless you want to risk dealing with rude staff and...

Express is one of my favorite stores and I have never had any issues nor bad customer service. I did not get greeted by a single associate throughout the store. It seemed like the associates cared more about each other and personal conversations than acknowledging customers. What made me upset about this place was while I was in the dressing room. Someone pounded on the door and since I was waiting on my husband to bring me a correct size pant, I opened the door, came to find out that it was actually the male associate that was looking for an available room for another customer. He rudely continued walking without apologizing nor acknowledging me, the customer smiled at me with confusion and she even told him "I think someone is in there". For my luck, the male associate checked me out and he seemed annoyed to help me. By far the worst experience at an...

Sadly, we went into the mall and my daughter and I needed help in the jean area. The store was not packed it had a total of 6 customers us included in the store around 730pm. The two associates never greeted us and never acknowledge us and walked right passed us. I don't like to pull the racism card but I will this time, the one caucasian associate looked at us with disdain as we walked near the register. At the time, it was 4 African American boys there she rang there stuff up and immediately poured a boat load of hand sanitizer on her hands. Then whispered to her other associate which didnt offer any help either. I have been in a many of Express stores ALL OVER and never have I ever felt this way. My daughter looked at me and said Mom lets shop online. Its very sad this day in age Dec 17 2018 was the...