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June 2024 by abdul hak
**Disappointing Customer Service at Express, Memorial City Mall**
Date of Visit: June 11 2024, time ~ 11am
My visit to the Express store in Memorial City Mall on June 11 was disappointing, primarily due to the lackluster customer service at the billing counter. We arrived around 11am, and the lady at the billing counter seemed disinterested in her job. When a customer speaks, it's basic courtesy to make eye contact and engage with them. Instead, she was busy arranging things on her end, making us feel unimportant.
We were there for returns and exchanges. I needed a different size for an item, and my wife asked if she could order it online for us. Initially, the billing lady did not offer this option and seemed reluctant to assist. It was only when my wife specifically asked about ordering online that she agreed. Additionally, she was more focused on inspecting the clothes we brought in rather than helping us efficiently. This lack of interest in serving customers is unacceptable.
During our visit, there were hardly two customers in the entire store, yet the service was subpar. The guy working on the floor, however, was helpful in finding the jeans we were looking for, which was a small positive in an otherwise negative experience.
As a brown couple who wears Hijab(Head Covering), we couldn't help but wonder if this inattentive and dismissive attitude was due to discrimination. It's disheartening to think that such biases could affect customer service.
I have always loved Express t-shirts, but this kind of customer service makes me reconsider my loyalty to the brand. The retail industry demands a customer-centric approach, and it’s clear that the staff here lacks the necessary training and skills for the job.
Management needs to take this seriously. Training your employees on proper customer service etiquette and ensuring they treat every customer with respect and attention is crucial. This visit was my first and will be my last if such attitudes persist.
I hope this review prompts a reevaluation of staff training and customer service policies to prevent future disappointments.
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May 2024 by Sergio Plasencia
Nice store and clean
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April 2024 by Blu Faz
I really love Express clothing,always stylish and cutting edge.I visited this location and it was very nice and organized,even though it was on a weekend,they were busy at that time.All reps were nice,polite and super helpful
This young guy helped me with an xchange and he did a great job finding exactly what I needed.My experience was great overall and highly recommend this location at Memorial plaza
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April 2024 by Amber Calderon
Definitely the best store to visit in Houston. Clean, organized and the staff are all so professional and helpful. Today Jason overheard me stating the size I needed was not available and he offered to go to back and look for the size. They assist without hesitation.
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April 2024 by Erika Ramirez
I barely rarely leave reviews, however, this is one store that is deserving of one!
I went in to find a dress I saw online. Right from the moment I walked in the store, everyone that I interacted with was very helpful.
I will definitely be coming back, and referring everyone I know to this place!
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April 2024 by Monique Ornelas
I recently went to the mall to buy a gift for a family member. Mick, the manager, was very friendly with greeting me and was very helpful in selecting a gift I was purchasing, and check out was quick and easy. Overall, my experience with Express was excellent, and I would return and recommend seeing Mick for assistance.
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April 2024 by Victoria L.
Dare not buy from anything from express because the poor exchange or return policy , bought 3 pants online, passed 30 days , brand new in the bag, due to it is convenient to come here , I passed their limited 30 days return date, even they are still brand new in the bag they refuse to exchange or return, I would never buy anything from express
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April 2024 by Eric Ramirez
When I walked into the store I was greeted by Lexi in a very welcoming way and with a smile (rare to see a smile in customer service nowadays) and asked if she could help me find something. I was looking for a certain item I wanted and she helped me look for but we couldn’t find on the table so she asked for a check. A manager by the name of Mick came out with the shirt and even offered to help me style it with a pair of slacks and Lexi even suggested a pair of socks to go along.
I haven’t had this type of experience in any other express. I believe I have found my new favorite store. Kudos to Lexi and Mick!
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April 2024 by KD Nguyen
Manager didn’t give me the right information didn’t have knowledge what he’s doing was very rude keep referring me to customer service
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April 2024 by kathy mahdavi
I went to the store today ,I’m not coming back to that and stop shopping from this store for sure ,because of very very rude customer service they provided me ,specially Spanish guy in the register and also African American lady as a store manager !!
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March 2024 by MMT
I’ve been a loyal customer with this specific Express for 20+ years now and today I had a terrible experience which I will officially stop shopping with them. Looking at the reviews I can completely agree that the customer service with the black female store manager was absolutely terrible. I needed to exchange an item today for a different item which I’ve always done in the past but according to the manager this had policy had changed January 1st she then directed my daughter and I to the policy printed out which did not state what she told us, 2 completely different things were said between her and what was written down. I did not appreciate the way she talked to my daughter or I as if she was belittling us. Store Manger was absolutely no help and I feel bad for any employee that works under her, my cat could have better customer service then her.
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March 2024 by Tina Vu
The curly hair girl was very lovely and assisted me with all my needs
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February 2024 by Mariia Mudra
Disgusting customer service will never step foot in this store ever again ?
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January 2024 by james waugh
I would have given them a one star. But Antonio saved the day. The store manager named Megan. She's not very nice. Attitude central for no reason. She needs a refresher on how to be a store lead. Or pass the torch to him.
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December 2023 by Patrick Dinh
The manager needs help. Had a huge attitude when I tried to exchange something so I ended up just returning it.
