Express

Was at the check out, the associate (she) asked me if I want to get anything else to use a coupon for $ 100, I said «sure» and she said «ok, I’ll be holding your clothes here».
I grabbed some more stuffs and came back waiting for her to be done with the customer she was with at the moment. After she was finished with that customer, she helped the next customer in line and ignored my presence.
Another associate told me that I had to get in line to be checked out, I said «I have my stuffs held here and waiting for her to ring me up.» He told me to get in line and will check out the additional ones and ones being held.
****The associate whom I was with at the beginning did not say anything to him that she did not tell me that I have to get in line again if I decide to grab more clothes. *****
I think the customer service needs to be trained again.

Let’s start off by stating that my family and I have been loyal Express customers for over a decade now, so it takes a lot for me to be upset with this brand that we all love so much.
I came into this store to purchase a short cocktail dress for my little sister. I picked up a pretty blue fit and flare dress off of a rack and proceeded to check out at a register in the back. The gentleman checking me out was nice and made small talk while removing the sensor at the bottom, he even printed off a gift receipt for me and stapled it on top of my regular receipt after I mentioned this purchase was for someone else. He said I have until December for any returns or exchanges. My sister noticed a small white stain at the bottom corner of the dress so I went back to the store to exchange it for her. Upon walking into the store again, a young woman named Addison greeted me and asked if I was making an exchange or return. She then grabbed my bag and snatched the item out in a rude manner and inspected the dress as if I did something wrong. She then said that she could not take the dress back because even though the original price tag was still intact, it did not have a second «do not remove» black tag on it. I assured Addison that I have never seen that before and that when I purchased the item, there was no second tag to be found, and even the cashier didn’t mention anything about it upon checkout just two weeks prior. She told me that she is the store manager and that her employees would have initialed the receipt if the second tag was missing at the register… which obviously did not happen.
I ended up on the phone with a sweet woman named Carol from customer service and she assured that she would make things right. She let me know that those second black tags are a new company policy and apologized about the store. As a consumer, I can respect and appreciate those «do not remove» tags to ensure quality and safety. However, the Fair Oaks store manager Addison was just nasty and rude for no reason, almost ruining it for me as a return customer (if it weren’t for Carol to save the day!) How are customers supposed to exchange or return items when you do not do your job and make sure these tags are on your products when sold? Or at least letting us know about the policy change. Why would I ask for and be given a gift receipt if I am not allowed to make a return or exchange? You cannot try to enforce these standards and rules on customers if you do not do your part as a store manager, it just isn’t fair to any one. A disrespectful, bad attitude even with a fake smile doesn’t help the situation either.
From here on out, I will steer clear of this store and just shop online at
or head over to the bigger and better Express store in Tyson’s.

Manager would not exchange or give store credit for new clothes with tags without a receipt because I did not give my phone number at the time of purchase. He made me never want to come back. I usually buy hundreds of dollars worth at express.
I saw the manager be very snippy with another guy and his mom too.
Called customer service and waited 25 min at 5:00 on a week day for someone to answer.

I was looking for a suit for an interview, and wasn’t expecting the process to be this quick and painless. Lisa was courteous and friendly, and she went out of her way to help me find a suit and shirt to go with it. This place has a great staff, thanks again!

The customer service is really a hit or miss here. Usually a miss. A few months back I had one of the best experiences while shopping for jeans (wish I could remember the sale associate’s Name) and then yesterday was less than perfect. Please don’t act snooty, you work at express not Saks! Their sales can be good, but the atmosphere is not my favorite.

I just left the express store and extremely happy with my purchase mostly because of the customer service. Adam or Adamis (SP?) was helping me at the fitting room. I was in a dilemma of what to wear for an important event and he helped me mix and match the style I was going for. Floral skirt and what top? He knew exactly the look I was going for, was incredibly supportive, and caring! I just purchased a top, skirt, and shoes for $ 190.00 — — a bit pricey but definitely worth it! I wish they accepted tips because I would have given him one! Best customer service I’ve had in a long time. Thank you Adam… The stars go to him. :))

This is a run of the mill location. Not as big as the Express at Tyson’s Corner or the Annapolis Mall, but it is still nice. Staff is friendly, but when it gets busy the lines can be slow and it can take time to get someone to open a changing room for you. It’s in a strategic location in the mall because it is right next to Starbucks, Sephora, Victoria’s Secret, and several other awesome stores. You can get here faster if you park and enter through Lord & Taylor.