Express Factory Outlet — Local services in Town of Woodbury

Subject: Traumatizing and Discriminatory Experience at Express Outlet – Woodbury Commons

To Whom It May Concern,

I’m still in absolute disbelief and deeply shaken by an experience I had today at the Express Outlet store located in Woodbury Commons. As a retail executive and Store Manager of a $5M flagship store in this very outlet center, I never imagined I would be subjected to such degrading and discriminatory treatment while simply shopping.

While browsing, I was approached by a manager named Faith, who — while on the phone with an unknown party — accused me of hiding merchandise (shirts) in my personal bag. Without a moment's hesitation or a respectful inquiry, she jumped to conclusions and threatened to call mall security and the police. I was stunned. Not only was her tone hostile and accusatory, but she refused to provide her full name or that of any employee present when asked.

Let me be clear: I have longstanding professional relationships with both mall security and local law enforcement. They know me well, and I’ve worked closely with them on a weekly basis throughout my career here. To be treated like a criminal — based on nothing more than an assumption and possibly how I was dressed — is humiliating, traumatizing, and deeply offensive.

This incident was not just a failure in customer service — it was blatant profiling and discrimination. My integrity and professionalism have never been questioned in over a decade in this industry, and I take pride in the relationships I’ve built with my team, clients, and leadership partners.

I’ve shared this disturbing experience with my colleagues, all of whom are equally horrified. I’m speaking up because this behavior cannot go unchecked. I will be using every platform and resource available to ensure that this kind of treatment is not repeated — to me or anyone else.

I strongly urge your company to address this situation immediately and provide the necessary training and accountability for the...

Terrible customer service!!!!! If I could give 0 I would. I purchased a pair of jeans at the Bergen Town Center with a bunch of other things using 2 Express gift cards. I did not like the look of the jeans. I went shopping at Woodbury commons yesterday and decided to return just the one pair of jeans. When I hot to the register I told the girl who was helping (Brittney), that I would take a store credit or gift card for the return. She was not sure on how to proceed so asked for help. Corinn decided to help and told me since I used a gc I could only exchange for something else. Obviously a lie, not only did I work for the company years ago I was in retail for many years and have been in many positions to know. I told her I did not have time and would take a credit, they said no! At that point, frustrated I asked for my jeans back and told them I would reach out to the company. As I proceeded to head out the store, I hear Brittney say “sorry but that door is locked” , the door that goes to the parking lot. At this point , your incredible worker Corinn said” who cares just let her go” and your employees just started laughing extremely loud too. I am appalled by the way this situation was handled. I have been a huge Express customer for about 25 years and will definitely rethink my shopping...

The staff was so friendly and helped me pick out my first suit for a job interview. They were very very very patient, considering how picky I was and they made sure the suit fit and was comfortable and even kept in mind how it would fit in the long run. Amazing store and staff, loved them. Suit was way cheaper than how much you would pay for in the regular store. Paid a total of 300$ for the whole entire suit, down to the shirt, tie,...