Express — Local services in Troy

Up until today, I had positive experiences at this location, especially when the ladies seem to be working - they're helpful with coordinating colors and price matching, and just general assistance. Sadly, my experience today has ruined any prior positive experiences.

When I came in to return some items today, there was no one in line, the tall bald man at the register was playing on his phone and seemed bothered by me coming in to do a transaction. He told me I can't return my items because I'm literally ONE DAY past the deadline. So no store credit, not even an exchange???? Nope, nothing but rudeness and lacking empathy. Clearly, this new return policy is horrible since a lot of people are upset and giving stores bad reviews, but that doesn't change the lack of customers service. However, I asked to speak to the manager to see if there's a way an exception could be made due to extenuating circumstances and he said "I am the manager, there's no exceptions, this is the policy." This man has ZERO customer service skills and shouldn't be a manager given he showed zero empathy or care. Looks like I'm canceling my Express card and never shopping at Express again because I cannot tolerate rude, disrespectful people and a horrible return policy. Literally, the items aren't worn, tags still attached, and yet I can't even get a store credit after 30 days? Can someone enlighten me what planet this...

They have no real policy for cross-platform website-to-store returns and I encountered bigotry at the Express in Somerset Mall in Troy Michigan. When I went to the store to return merch I had purchased online it was a nightmare. The store staff do not provide a paper receipt for the return, only an email that comes later...and the email was missing half the stuff I returned. When I called customer service they kept bouncing me between STORE returns and ONLINE returns, and asking for a paper receipt lol. It was time consuming and crazy-making getting this sorted out. When I threatened to sue I finally got my full return. Pfft. I will stick to shopping online so things work smoothly. Also, an Express store employee made an ignorant comment about me and the medical mobility scooter I was using. When I got off the scooter to walk around the store she said the scooter was taking up space and should be returned to the concierge desk of the mall! When I said I was using it she rolled her eyes and walked away. Many disabilities are INVISIBLE and I was made to feel hurt and unwelcome because of mine. It’s 2019...bigotry is not ok. I suggest sensitivity training for...

Cute clothes, as usual, but I was just in this location to buy a few new pairs of jeans and as I walked to the fitting room, I saw a sign that said “fitting rooms closed.” I then approach a group of 4 staff members standing around chatting with each other. I asked if I was able to try anything on - and I’m not sure how the staff member was able to say this with a straight face, but - she told me the fitting rooms are closed because they are “very very short staffed today.”

If it wasn’t so depressing, it sure would’ve been comical. As I walked away, I heard her say “there’s nothing I can do.”

Nothing at all, except for not congregate multiple staff members who are doing nothing while telling a customer how short staffed you are?

I mean, how about just letting people in one at a time when you have the staff?

The lack of problem solving and lack of customer service really illustrates why a lot of people just shop online these days.

I say this as someone who spent a decade in...