Express — Local services in Garland

I don't normally write reviews, and besides, most Express stores I've been to have been pretty hit-or-miss with the customer service. In this case, though, I wanted to give 5 stars to the Firewheel Town Center location and recognize Kevin, one of the employees here.

We had purchased several online orders as gifts for visiting family members, and the products arrived from the online warehouse in good condition, but they were wrinkled and rumpled after being folded up in boxes in transit.

I called ahead and it turns out this store has a clothing steamer in the back room typically used when they're unpacking their own merchandise. I decided to give it a shot and brought my items in to the Firewheel store and explained my situation. While steaming clothes is probably a very unusual request from customers, Kevin understood that I wanted the gifts I'd ordered to be in great shape! He was so incredible and took them right to the back and steamed the coats for me!

I also wanted to recognize Kevin on how communicative he was. Before taking the clothes to the back room, he gave me an estimate of the time it would take. However, he quickly found out the steamer needed to go through a warm-up process. Instead of making me wait longer than expected, he came out and informed me that it would take 5-10 extra minutes. He checked in with me at least two times about how much time would be needed. I really appreciate how the staff didn't leave me hanging and took the time to track me down in the store and update me.

I also had to take care of some returns in-store with Kevin, who was really kind with this too. He paid attention to the little things: like asking what size bag I would prefer, neatly stapling all my return receipts, and making really pleasant conversation with me while we waited for the computer system to load. He even threw in an extra coupon on top of my rewards! None of this was necessary—he could have just stood there in silence, or handed me back crumpled receipts, etc. I was really happy that he paid attention to those details that other people probably wouldn't—that stuff really adds up, builds loyalty, and is noticed!

So, bravo to Kevin and the team at this location. Thank you to all you do and we will...

• BAD Customer Service DO NOT GO TO THIS STORE. Today at approximately 7:20 PM, I entered the store and approached the non-white employee to inquire about the location of the fitting room. She directed me to its general vicinity but did not personally open the door which was locked. Consequently, I had to attempt to try the clothes outside the fitting room. Later, I sought clarification from an Anglo American employee regarding the availability of the fitting room, and she informed me that it was closed for the day. When I asked about the store's operating hours for the following day, she responded with uncertainty, saying she didn't know. After our back and forth conversation, I noticed that she immediately turned to another employee and began conversing and laughing, which made me feel uncomfortable as I assumed it was related to me. As a paying customer who had just spent $504.45 in your store, I find it disheartening that Express would employ individuals who appear to lack consideration for customers. I urge Express to reflect on this matter and ensure that all employees uphold a higher standard of customer care. Going forward, I decided to take my business to a competitor. I will never go back...

I called before I arrived asking for a specific item. I asked twice, although it may be annoying (and yes, the staff member confirmed both times although -as I expected - she sounded annoyed before hanging up). I also mentioned that I would be driving 30 minutes out to pick up the specific item, and that’s basically why I’m double checking. The staff member or manager who was on the phone with me, confirmed & seemed more eager to get off the phone. I drove 30 minutes out. When I arrived, I asked for the specific item. The lady (I recognized her voice from our phone call), looked guilty as she said something like, “we had new items or inventory come out…” Mind you - that’s less than an hour!!! How does your inventory run out so quickly on a random, non-holiday Monday? I’m going to shorten this review & get to the point. The staff member, an adult, who “assisted” me demonstrated a lack of ethics and any sense of commitment to their job. Not sure what the motive was.. but when a customer specifies why they are calling ahead (ex: a 30 min drive), you should have some consideration...