Exceptionally poor and chastising customer service coupled with a malignant attitude from co-manager Rachel made my weekly Express visit quite unpleasant (this time to store #818 in Mall St. Matthews in Louisville, KY). She demanded i walk to the clear other end of the mall back to my car for a coupon i had forgotten on a $130 purchase of regular priced merchandise. Express has never burdened any other customer this way- to my knowledge...
Ive enjoyed Structure, Express Men and now Express for well over a decade. I have never been lectured, much less belittled by anyone at this brand (or any other retail establishment) (ever!!!)! After a threat to return to her store without my coupon again and a spin of her heal, manager Rachel retreated to the back room as nearby associates and other customers stood agape in awe of her fervent display of customer "service." We promptly left the store without our purchase.
An immediate call to Express corporate (thank you Google) to 615-415-4000 yielded countless apologizes and promised follow-up by the store's District Manager. I realize that customer service careers can be stressful, although even the worst day grants no one the privilege to make long term and regular customers discouraged from returning much less a threat to do so. Im a little glad that i no longer live in Louisville and am able to complete my wardrobe at Saks, Nordstrom, H&M, American Apparel and Urban Outfitters- all stores that Louisville lacks.
I'll post a followup if I hear back from the District Manager... to be continued.... maybe. read more