Express Factory Outlet — Local services in Thornton

Terrible customer service. The entire staff rude and inexperienced. I have four teenagers so age is not the excuse. It is lack of training and oversight. I was trying to make a simple return on an item. I have the cashier the item with tags on it and the paid receipt. She asked me to get the item I would like to exchange it for. This particular store does not carry extra large and very seldom large items. They only had small and extra small. When I asked if there was any other items in the back, they stated this is all that they have left over from their winter selections. I asked for my money back and they refused to give it to me. They said I had to get a gift card. I let them know that the gift card was not gonna do me any good as they do not carry any items in my size. All I wanted was my money back. They said they cannot issue me my money back since the card that it was paid for was not in my possession. Clearly it was a Christmas gift for my wife and I do not have my wife’s credit card. But it does say paid for. The tender has cleared the account as of 2 weeks. Every other store is able to give cash back on a debit transaction. I asked for the manager and again, incompetence and lack of knowledge. She stated “if I give you the money back it would look like I took the money out of the register.” I let her know that it’s not my fault that she does not know how to process a return. She returned my merchandise and receipt and told me to come back another time or try a different express.

Horrible, horrible...

One of the managers here, Victoria, is super rude and has a bad attitude. Saw she had keys so she’s definitely a manager but not sure if she is the store manager. Went in the other day to shop for myself, the other girls from the little interactions I had with them gave great customer service and were sweet, while on the other hand that manager would roll her eyes and give me attitude if I asked her any questions and when I asked her to call another store for sizes. Why work in retail as a manager if you can’t simply treat customers with respect and have an attitude over performing basic tasks? I can’t imagine how she treats...

Express Factory Outlet, y’all nailed it! I had a bit of a suit scramble—the outlet in Thornton, CO had the perfect coat, the outlet at Colorado Mills had the right trousers. Not only did the team help coordinate the transaction across both locations, they honored the sale price and made the whole process seamless. That kind of service is rare and seriously appreciated. Thanks to y’all, I’m about to look fly for this wedding. Big shoutout to the staff for going above and...