Express — Local services in Milford

Do yourself a favor and DO NOT buy anything in this store.

I am extremely upset and very disappointed over how I was treated this afternoon in the Milford EXPRESS. I've been shopping here for YEARS and have never had such a HORRIBLE experience in any store, ever.

I will start off with the only good thing that happened; a sales associate by the name of Paris, was extremely friendly, helpful and kind in assisting me with locating the size jeans I needed. I had previously purchased 6 pairs of jeans from this store however, they were a bit too short so I decided to exchange them for a LONG length. All of the tags were intact, including the ones that say "do not remove". A second female sales associate explained that since I didn't have my receipt, they would offer me a "courtesy exchange" on the jeans for the size I needed. Great!

Unfortunately, there were no LONG jeans in my size in the entire store. They called another store and then told me, "Unfortunately, LONG sizes are only available online." They suggest I do the return and they would order me the correct size online and have them shipped to my home. Great again! Paris proceeded to ring up the returns and wrote down on a piece of paper the total amount (in credit) I would have available to use toward the new purchase. The total was $325.40. A few minutes later, the other associate said, "Oh no, this won't work either. We can't order them online for you, they have to be IN the store today." When I asked her why, she said, I don't know.

Then a male sale associate came over and said, "You can't exchange these." He proceeded to tell me that I could only exchange ONE item per DAY and I would need to return one pair and then come BACK to the store FIVE MORE times on different days to process the other exchanges. When I asked him why, he shrugged and said, "I don't know. This is the policy. I don't make the rules, I just work here." At this point I was very confused and becoming frustrated with the entire ordeal. So I asked him for the customer service number and he gave wrote it down and said, "You can go ahead and call, I don't blame you, I would be angry, too." But something about his tone was sarcastic.

After being on hold with customer service for close to an hour, I spoke with someone who told me to go back inside the store so they could speak with the manager about the situation.

The store once again, agreed to offer me the courtesy return on all of the jeans, however, since they didn't have the size that I needed, I would have to get something else. Great. I agreed and the second female sales associate proceeded ringing up the jeans a second time. This time the total amount of credit I was to receive had dropped down to $271.90. I asked why it was different and she said, "I don't know." So, I showed her the piece of paper that Paris had written down with the total amount an hour earlier (325.40) and she had no explanation.

Then the male sales associate came back over. He was frustrated and began re-ringing it up a third time. A few minutes later he tells me that I am only receiving 230.00 in store credit. So the store credit went from 325.40, down to 271.90, and then down a third time to 230.00-??? I told him this was unacceptable and he said, well they are on sale now. I showed him the piece of paper the other two sales associates had written down with two different amounts and he had no explanation. He became very angry and condescending like I had done something wrong. I asked him to please put all of my jeans back into the shopping bag and give them back to me. I let him know that I was very unhappy with the whole situation and would be contacting EXPRESS corporate. When I asked for his name, he flat out refused to tell me.

I thanked Paris for her assistance before leaving. I will NOT shop in this...

The manager working this morning was rude and insistent on being unhelpful. We provided proof and details from their own online store including which credit card was used to make a return. We even said we’d be happy with store credit. Even with PROOF of which card we used, because their system wasn’t registering it they would not accept our return. When we left we contacted customer support who informed us they should have been contacted by the manager and the return could have been processed. This just proves the staff there was going out of their way to ignore our concerns and evidence. Rude, unhelpful and frustrating to try and shop here. Won’t make this...

I recently visited your Express store at Milford Mall in Connecticut and had the pleasure of being assisted by Cheri at the register. From the moment I walked in, she made my shopping experience truly memorable. Cheri provided thoughtful style advice that genuinely made me feel more confident about my purchase. Her positive attitude, keen eye for fashion, and dedication to customer satisfaction stood out.

I believe Cheri is a valuable asset to your team, and I wanted to take a moment to share my appreciation for her exceptional service. I hope this feedback helps her get the recognition she deserves.

Thank you for fostering such a welcoming and supportive...