Express Factory Outlet

Reviews

• MO

  Mike O

  Oct 2, 2026
  1.0
  I have been shopping at Express for over 15 years, and I have never experienced anything like what happened during my recent visit. I went into the store to return a jacket and a shirt because I did not like the color. I had my receipt, the jacket still had its tag attached, but the shirt was missing its tag. When I entered the store, the employee approached me and said, “It looks like you’re on a mission.” I explained that I was there to make a return. After I handed him the bag, he began inspecting the clothing very closely looking at the sleeves, tags, and edges and then began smelling/sniffing the items. This went on for approximately 10–15 minutes. He eventually processed the jacket but refused to return the shirt because the tag was missing. I explained that the shirt was clearly listed on my receipt and that, if necessary, there were other identical shirts on the sales floor with tags attached. He still refused and told me that I could leave “his store.” When I asked to speak with a manager, he told me that he was the manager and identified himself as Denzel. I left the store and contacted Express Customer Service. They took all of my information and instructed me to return to the store when the other manager was there so that the return could be completed. I have been a loyal Express customer for more than 15 years, and this experience was embarrassing and humiliating. I understand that stores have return policies and that employees may need to inspect merchandise, but the way I was treated was completely inappropriate and made me feel uncomfortable and disrespected. I hope Express takes this experience seriously and addresses how customers are treated in its stores.
• LS

  Liz Smith

  Jan 2, 2021
  2.0
  I went in Jan 2, 21 to check out the sales after Christmas. Found two great tops at 60% off of already marked down prices. That all was great! The woman helping at the dressing room was attentive and polite. The woman at the cash register, Melissa, was not as courteous. She was not listening to me as I expressed I didn't have or want a store account. She then asked if I wanted a bag, and I replied no. After the transaction was complete, she went to hand me a bag. I said I didn't want one and she shrugged. After walking away I noticed a 5¢ charge for the bag I didn't want. Yes it's only 5¢ BUT she was not listening to me and as a customer, I was extremely annoyed that she didn't care.

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