Express

I was in your Burlington Mall store in Massachusetts I went in for an adjustment for things I bought three days prior to receiving a substantial discounted coupon. They (looking frustrated) told me without all of the items on the receipt they could not do the adjustment I had bought two pairs of jeans and two pairs of earrings. I did not bring in the earrings with me and was wearing one pair already, so I decided to return the two pair of jeans for a full refund and I will now bring back the earrings for a full refund and not shop Express anymore. I had my two infants with me and time is not on my side so this was very frustrating. All because you needed all of the items on my receipt to do an adjustment from only 3 days prior. Now you’ve lost a sale and even more valuable, a new customer that was probably going to open a charge card. Very poor customer exceptions. That tells/​shows me, as a customer that the retailer is insecure in their value in what they are offering. That is «petty» aggravation to customers.

I hadn’t been to an Express in a really long time and always associated the store with the whole sexy secretary look. I’m more into the jeans and T-​shirt look. On occasion though, I am required to look like an actual lady, so I went to the mall in search of a grown up dress for an event at the MFA. After having checked Macy’s (too old) and Nordstrom (too expensive) a glittery little number caught my eye in the Express window. I reluctantly went into the store and was very surprised.
They really had a lot of great items, not just party dresses and super tight work pants. Casual to work to dressy, there was a lot to be found. Everything you need to complete your look too, including jewelery and shoes.
The service was so-​so, a man offered help and told me he would see if he could come up with something. The rest of the time I was in the store he avoided eye contact with me, it was weird. When I was in the fitting room I asked a gal for advice and she really helped me out.
I’m not sure how I feel about saying it, but I will for sure check out Express again!

The only reason for the second star is because I like the clothes and the employees are nice. Below is the letter I wrote to the company which explains the lack of stars.
Hello,
I have been shopping at your Cambridge, MA and Arlington, VA stores for years. Today I went to your Burlington, MA store and its manager and employees are in desperate need of proper training. The staff did a decent job of helping me find the clothing I wanted and convincing me to apply for an Express credit card but that’s about it. Each employee kept pummeling the card offer into my head.
I went there today and shopped for 40 minutes and waited at the register for 30. The store didn’t have one the shirts I wanted in my size so they offered me the fashion express service (finding and sending the right size to the customer’s residence). Too bad no one knew how to enter it into the computer (there were five employees on the floor). The manager was no where to be found. Finally, it went through but then the promotion (2 shirts @ $ 30/​each) didn’t so then the employee didn’t know how to change it and no one else on the floor did. No manager to be found. The employee was radioing for a manager for five minutes. No manager. A customer behind me started huffing. After more than 20 minutes, I wanted a refund. Of course the employee needed a manager since none of the employees are empowered to do returns. Is this the 80’s???
Regards,
Mihir Shah

They carry nice trendy clothes that I really like. I enjoy shopping here because they carry 3 sizes of pants – tall, regular and short and so I never get the need to alter pants if I buy from here. This particular express has helpful and friendly staff.