Express

Reviews

• LA

  Lana Atayan

  May 16, 2026
  1.0
  I had a very disappointing experience at this store. I purchased an item online and carefully checked the return policy, which clearly states a 30-day return window from the delivery date. Realizing I was very close to the deadline, I proactively called the main customer service office before going in. I was explicitly told that I was still within the return window and that I could return the item at any store location. Based on this confirmation, I immediately went to the store and arrived about 20 minutes before closing. When I attempted to process the return, I asked to speak with the store manager. The associate told me she was the store manager—her name was Jocelyn—but she still refused to complete the return, saying that “her system would not allow it.” The impression I was left with is that the refusal had less to do with the actual return policy and more to do with the fact that it was closing time and she simply did not want to deal with the process. There was no effort to verify the situation, call corporate, or offer any alternative solution such as store credit, even though I had proof of the policy and prior confirmation from customer service. I even showed the email stating the 30-day return policy from the delivery date, which clearly showed I was still within the allowed timeframe. I also suggested calling the main office together to resolve the issue, but that was dismissed. After I left, I contacted customer service again and was told that the return should have been accepted, which makes the situation even more frustrating. Overall, this felt unprofessional and dismissive. I made every effort to follow the correct process, and it was extremely disappointing to be turned away at the store level without any real attempt to help or resolve the issue.

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