Express — Local services in Lynnwood

I am writing to express my deep disappointment and frustration regarding the treatment I received at your Lynnwood Alderwood Mall location on November 2, 2024, at approximately 4:25 PM. My experience with your staff, particularly an associate and the manager, Bryce Shull, was unacceptable and left me feeling disrespected and embarrassed.

I visited the store to exchange an item I had purchased during a previous visit. After explaining my situation and requesting to exchange the item for the correct size, the associate initially seemed willing to assist. However, she proceeded to process a refund instead of an exchange, despite my clear instructions. When I pointed out the error and asked for the exchange to be completed, she refused and told me that my only options were to repurchase the item (at a significantly higher price—$65 more) or accept the refund. She was unwilling to listen to my concerns or provide a resolution.

When I requested to speak with a manager, she made me wait for 45 minutes and later told me she didn’t know when the manager would arrive. I returned to the store 30 minutes later, only to encounter the manager, Bryce Shull. Instead of addressing my concerns, he was dismissive and outright refused to hear me out. He told me, “We’re not going to serve you. Take your money and leave the store.” This was said without any attempt to understand my issue or resolve the problem.

Furthermore, Bryce made inappropriate and offensive remarks about my ethnicity ,my language skills, stating, “When you call Customer Service, make sure you speak well and speak right.” Such comments were deeply hurtful, unprofessional, and discriminatory. This behavior goes beyond poor customer service; it was disrespectful, degrading, and indicative of bias.

I have been a loyal Express customer for over 10 years and have never encountered such treatment. This experience was embarrassing and disheartening, and it has significantly impacted my perception of your brand. I expected professionalism and respect from your staff, especially a store manager who should be equipped to handle customer concerns.

I kindly request that you investigate this matter and take appropriate action to ensure no other customers experience such treatment in the future. I also expect an apology for the way I was treated and clarification on your policy regarding exchanges.

Thank you for your attention to this matter. I look forward to...

Bryce is AMAZING. My husband and I came in looking for help outfititng my husband for our wedding happening in TWO weeks... We might have put this task off for too long... We knew nothing about men's dress clothing and were both anxious messes.

After multiple unsuccessful shopping experiences, we walked into Express where we met Bryce, the assistant manager. Bryce helped answer our thousands of questions and helped us find the styles that fit my husband best.

Bryce took the time to learn our style preferences and our budget restrictions and ensured we found everything we needed to complete my husband's outfit as the groom. Bryce was incredibly thoughtful, patient, and kind - truly a 10/10 quality human being.

I wish Bryce could help assist us with daily fashion advice and...

Just went to this store to try and process a refund. They opened 10 minutes late and when I called the store to check why they were opening late they gave me attitude and hung up the phone on me. I had to call again and the "manager" who has terrible customer service skills stated the system was rebooting and they had no idea when it would be up. When I went in to process the refuns they stated they could not refund the item without the original tag. Which is FLAT OUT INCORRECT I HAVE RETURNED SEVERAL ITEMS IN STORE WITHOUT A TAG AND HAVE NEVER HAD AN ISSUE. PLEASE DO SOME ADDITIONAL TRAINING WITH this manager as she clearly does now know what...