I love Express editor pants, so every season I stock up on the new colors. On several occasions at the Maple Grove store, I have been treated as if I am invisible. I can have several items in my hand and a sales associate will ask the lady standing next to me that has 1 item if they can start a room for her and never say a word to me. That happened twice today with two separate sales people. Needless to say I didn't buy anything today. It a shame since it's so close to my home.
I wanted today for the Easter sale they were super busy but gave me great service Laura helped me in the fitting room and even though they had a long line everything went really fast absolutely love express in Arborlake's it's my favorite location !
This is my favorite Express location. The people are always friendly and looking to help me (and this location is VERY clean!!). I had an issue with one of my rewards at another location and told the associate about my frustrations and they called customer service for me so that I could get a new one. So helpful and I love the staff here!
Laura is a terrible store manager. While trying to do a simple exchange, the sales associate ran into some trouble as it was on online order. After asking a manager in the back I was told that they couldn't do a return or exchange without the online packing slip even though I had the confirmation email pulled up for them on my phone showing the order number. So then I called Express customer service while in the store and told them the situation. They didn't understand why they store wouldn't help me and offered to talk to the store manager. So I mentioned this to the sales person and she went back to talk to the manager only to then be told that if customer service wanted to speak with anyone in the store they would have to call the store directly. Neither I nor the customer service person could understand this but he agreed to call the store to try to help me. Unfortunately it took the store personnel several minutes to determine this top secret number (had I not been on my phone already I could have found it more quickly myself). When he was finally able to talk the manager (who I have still not seen at this point), the sales person pulls out a card with some #4 size font on it that explains why I won't be able to return or exchange my items despite the fact that they have not been worn and were just received 3 days prior. The customer service person offered to help with the exchange but It will take at least two weeks for this process. At this point I asked specifically to talk to the manager. So the sales associate went in the back area again only to come out and inform me that the manager is off the clock and will not speak with me. Wow! Not only is this manager unwilling resolve a simple issue that the online customer service person easily understood, she doesn't have the courage to handle the problem herself, instead passing messages to me for over 30 minutes through her poor sales staff. I had to ask to find out the mysterious manager's name is Laura. Hands down, the worst customer service experience of my life. This is the first time I have taken time out of my life to write a review on google. Needless to say, I won't be going back to this store.
I have never received such poor customer service anywhere before. I have had multiple bad customer service experiences. No one askes if I needed any help. No help with sizes, etc... wondered around actually "looking" for help. The sales associates/managers seem more concerned with the behind the scene tasks rather than the customers in the store. I even waited to be helped at the dressing room while I observed a sales associate being rung up for merchandise she was purchasing. The customer is defiantly not first priority here. It almost feels as if they are "watching" you to make sure you aren't stealing instead of offering assistance. Awful and disappointed. This store is so close to my home but from now on will visit a different location or shop online.
Express is a US Clothing Store based in Maple Grove, Minnesota. Express is located at 12413 Elm Creek Blvd N A26, Maple Grove, MN 55369, USA.
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