Express — Local services in Salt Lake City

I placed an order for pickup on Wednesday, got confirmation that the order was ready on Wednesday, and have been receiving subsequent reminder notifications. I finally had the time and went to go pick it up yesterday (Saturday, they hold for 5 days, closed sundays); however, when I got to the store, they told me that my order is not ready and the item is not in stock. It was weird because they didn’t try to scan the order barcode before telling me they don’t have it, but I guess it wasn’t that necessary to retrieve the order. Staff was friendly, and they tried to help. She offered to give me a discount on a replacement item, which meant I’d have to shop for something I’d already shopped for and spend more money to substitute an item that is still supposedly waiting for me. It is what it is except I’m still getting notifications TODAY that my order is ready.

I’ve done a ton of pickup orders at many different stores and have never had this happen. Clearly, their systems are malfunctioning in a major way, and I’m curious how often this happens. I used to love express, but even a quick gander on my way to the register, the quality of the materials seems to have gone downhill significantly over the years. At the end of the day, I’d really have rather just gotten a notice that the item wasn’t in stock than waste my time at city creek mall. Which is definitely part of what made my experience quite uncomfortable — the mall is owned by the church and paid for with tithing I’d paid into, but my demographic isn’t technically welcome there — I really felt that heavy yesterday. I have shopped at express for over 20 years, and still have some (now vintage) pieces which I have loved immensely. I was even wearing express pants when I went into the store yesterday. The express credit card was the first thing I used to build my credit, and I’m grateful for that because I bought a house with that credit, but Express just isn’t home anymore. I don’t think anything in there now would last me 20 years. It was nostalgic doing a bit of express shopping, and I had hoped to replace a few key pieces in my wardrobe with some Christmas bonuses I’d received, but I don’t want to spend money there after being essentially baited and switched.

No thank you. I wouldn’t recommend express or city creek...

Ordered a couple pair of pants online and they came way bigger than expected. Took the trip to city creek to exchange in person and make sure I left with the correct size. Mateo, The employee, was quick to help and got me size options to find the right fit. After trying things on and deciding the correct ones we went to the register to find Mateos shift was over and the store manager and another employee had taken over. We were quickly told that they wouldn't be able to process the exchange and I would need to return online and order the correct sizes that way. I was very confused as why and obviously walked out frustrated. It happened to be the same time Mateo was leaving the store, though he was not the store manager he went back in and was able to get our exchange for the correct size processed and taken care of. Throughout this process a separate employee even voiced there opinion about how back and forth the store is with online orders and the many issues they have, which are extremely prevalent in these reviews. Very Grateful for Mateo coming in and...

I was spending my day shopping for a new suit and went to about 6 other stores before I stopped into Express at the City Creek Center. All the stores including Express had a nice selection some with better prices than others. What stood out at this Express location was 100% the customer service!!!! I had already chosen a few suits I would potentially return to in case I didn't find anything I liked better. Within 5 minutes I put on a suit that I liked and had a customer service rep named Ruben telling me the specifics to look for and what would work best for my build.

Enough about the suit. This review is all about Ruben, he earned the 5 stars! To anyone reading this looking to buy some clothes go to this store and chat with Ruben. To anyone on the Express Corporate level looking at how they are doing based on customer experience. Be more like Ruben, foster this type of salesman and most importantly take care of the people you have like him. He and people like him are the key to your success. Make sure you show him the appreciation he...