Express — Local services in Novi

WORST client experience at the store and customer service. I placed an order for 2 dresses that I needed for an occasion. I received a delivery confirmation thru the app. However, I didn’t receive the package. I waited a couple of days, no package. I contacted express customer service, I was told the package was delivered according to the mail service. I had to go looking for the package at the post office. I finally tracked the package thru the post office weeks after the initial delivery confirmation. The items in the order didn’t fit and looked nothing like the pictures on the app. I attempted to return the items at the store, explaining the situation to the associate and the manager, I was told there is NOTHING we can do for you and I needed to contact CS since it was after the 30 days return policy. I contacted CS they said we can’t do anything for you, go to a store. I was ok with getting a gift card if a refund couldn’t be processed. I have been a loyal customer at Express for years, never had any issues, their customer service is definitely the worst. I am a bank manager and customer care is definitely a...

I visited the Express store inside 12 Oaks Mall in Novi, MI, today to process a return. A young employee assisted me at the register, while two other employees, who were not wearing name tags, stood nearby. They did not acknowledge me or offer assistance, instead observing silently. One employee even walked behind me, got to my side, and looked me up and down, which made me feel very uncomfortable. They did not offer any help to me or the employee assisting me, even if they were concerned about the transaction. I raised my concerns with the assistant store manager, who offered explanations rather than an apology for the lack of basic customer service. This visit reflects a lack of standard customer service practices, including greeting customers, acknowledging their presence, and offering assistance. I would not recommend this location for those expecting consistent...

I had a horrible experience at this Novi location this week. I was there on 1/15/2023 and purchased three pairs of men's jeans on sale (buy one get one half off). Just a couple days later, I returned with my receipt to exchange them for smaller sizes. The manager and another colleague would not exchange the jeans for the sale price (even though it was an even exchange). Instead, they suggested that I return the jeans and then repurchase the smaller sizes for the non-sale price (paying much more money). This is bad business. I returned everything because I didn't want to give this location any of my money. That's just not good business. Be careful if you buy something on sale from Express and need to exchange within the...