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September 2024 by Ishraq Alazem
Awful Customer Service and Unbelievably Poor Experience at Express- Spotsylvania Towne Centre.
We are deeply disappointed with my recent experience at Express. My husband purchased a black sweater and, after trying it on at home, he realized he wasn't satisfied with the way it looked in the light. He decided to return the sweater the next day. Keep in mind, the store is an hour away from our house.
At the store, a sales associate helped my husband remove the tag so he could wear the it while still in the store. The associate then wrapped the tag with the receipt and advised him to keep it in case he decided to return the it. However, it was her responsibility to inform him that removing the tag and leaving the store wearing the sweater would prevent a return per the store return policy. .
Upon arriving for the return, another associate was there, saw the sweater with no tag attached, and informed my husband that in order to process the return, both the tag and the receipt were needed. This was another missed opportunity to explain that they will not accept the return.
My husband drove back home to pick them up and returned to the store, only to be met with a rude and unhelpful store manager. She refused to process the return and denied any knowledge of what had happened earlier, despite my husband's detailed explanation.
When my husband mentioned reporting the issue to the BBB, the manager was dismissive and confrontational. My husband asked her to write on the receipt acknowledging the return refusal. She refused and threatened to call mall security if he recorded the interaction.
This level of customer service is unacceptable. The treatment we received was disrespectful, and the store's policies were enforced in a highly unprofessional manner. I strongly advise against shopping at this location unless you want to risk dealing with rude staff and poor service.
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April 2024 by sana mubashar
Hajer was great she helped so much with my outfit and she helped find the pair jeans I was looking all these years she took her time and she was patient with me she came checked. On in the fitting it I was doing okay and I loved how she cared so much about her customers.
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March 2024 by Fernando Hernandez
It's OK store, just no bigger sizeFor example, they dont have 3xl shirtsThey stop at 2xl for menAnd for pants for men, it's like they only want thin menIf you're tall, 6'3 like me. This is not the store for youTry to get something fancy, but in the end, I had to go to jcpenny
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March 2024 by Jacqueline Guevara
I really appreciated Pat customer service skills. She helped me find a different pair of jeans when I tried to exchange the pair I had bought from online which they had sold out but she picked out a similar style that worked out great for me. She was the best!
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September 2023 by Linda Christensen
Very very expensive. I can't afford to shop there.
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May 2023 by Benazir farzana
This is one of my favorite stores in Fredericksburg. All of the and managers, associates are friendly and helpful. I absolutely love how they treat customers. This Sunday I went there and I needed any outfits for vacation all the stuff helped with my outfit and I loved how they looked on I definitely would recommend this store and I told my friends and my husband about the stuff and how fast I could find my outfit. At express in Spotsylvania.
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May 2023 by Sandra Andraca
Express is one of my favorite stores and I have never had any issues nor bad customer service. I did not get greeted by a single associate throughout the store. It seemed like the associates cared more about each other and personal conversations than acknowledging customers. What made me upset about this place was while I was in the dressing room. Someone pounded on the door and since I was waiting on my husband to bring me a correct size pant, I opened the door, came to find out that it was actually the male associate that was looking for an available room for another customer. He rudely continued walking without apologizing nor acknowledging me, the customer smiled at me with confusion and she even told him "I think someone is in there". For my luck, the male associate checked me out and he seemed annoyed to help me. By far the worst experience at an Express store.
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May 2023 by Evin
Super sure stuff but can run a bit pricey depending on what you get. The quality is great though!
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January 2023 by Allen Laton
Great choices great personel
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August 2022 by Jacquita Little
love the selection at this location. The staff is always friendly and helpful.
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February 2022 by Kristi Riley
This is one of my favorite stores in Fredericksburg. All of the sales associates are friendly and helpful. I absolutely love the gray belted wool coat I bought not too long ago. I loved that it was 50% off. Express has clothing for any age range. They have nice blouses and shirts for work. The cardigans at Express are great, not frumpy like other brands. LOVE this place!!!
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November 2021 by Layla Lux
3 employees up front but no one greets you or asks if you need help. Defiantly a race thing.
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November 2021 by Thao Melendez
I can relate to the other one star reviews. It seems like the associates pick and choose who they greet based on race. Unacceptable. I noticed she only greeted the other three Caucasian customers but walked briskly away when I went towards the register. She then stomps over to the rack was I looking at to “fix” the clothes I touched. It looks like repetitive behavior so I would highly suggest ethic training and/or hire new associates with unbiased views of customers.
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October 2021 by Thao M.
I hate to mark a business due to a single person but after reading google reviews, it seems like other non Caucasians had the same issues at the Spotsy Express store. I was not greeted although the two people walking in after me was greeted. The sales rep then walked and asked customers if they needed help but as soon as I moved from a rack, she ran over to loudly "fix" the clothes I touched. This was 10/21 around 7pm. The sales rep clearly is discriminating and only providing customer service to certain people. After going on google to check the reviews, it seems like the 5 stars vs 1 star customer service were all separated by race. I can draw my own conclusion based on that. Express headquarters need to step in.
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September 2021 by Kenny Gordon
Always been a fan of this store and their clothing. Bought an 85 dollar dress shirt on sale for 30 dollars. Excellent value!
