Express,

3333 West Touhy Avenue, Lincolnwood, IL 60712

"Express offers great styles. But lately, things seem to have gone downhill with customer service. I had multiple in-store experiences where the store seemed seriously understaffed and they had teenagers (the manager's kids maybe?) helping. They didn't seem to be trained and had no clue what they were doing, so I doubt they were paid staff. I also ordered items online that I planned to pick up in the Lincolnwood Town Center store, which were never prepared for me. I got an email confirmation that the items are ready for pickup, yet when I went to the store, the staff claimed that they never got my order. The store was in an incredible disarray, so my guess is that they were just too overwhelmed to deal with online orders. I am also having issues receiving a refund for items I returned to the Schaumburg location weeks ago. The in-store staff member handling the return seemed very confused about the process, so he probably messed up something. Now I keep contacting customer service to get that refund and they keep telling me to wait because refunds take time. Today, three weeks in, they finally confirmed that the refund was never initiated and they will initiate it now, but I still have to wait another week and a half before I get my money back... if I get my money back. I may still need to call a few times before they finally process it. Such a mess!"

"Stopped in Express last week. I was looking for a few items for my wife as we were going on vacation. The Mgr Lucy Williams and team were very helpful and knowledgeable about product. Presented a few pics of the type of style and Ms Williams made it happen! Great job. Will return."

"Very rude staff - namely just one lady with long black hair. I saw a nice dress and took one from a rack that had many dresses. A lady who works here came up to me and said "did you take that from that rack?" I said yes. She immediately looked annoyed and said "please don't do that". I apologized immediately. I asked where I should get the dress from instead. She pointed to another rack I hadn't seen. I apologized again and started to look at that rack. And then she quipped "you took the dress from the display rack". I apologized and said "I'm sorry I didn't know". She said "obviously" with a rude tone. All of this happened within moments of me entering the store and shopping. I'm not sure why she was so rude - I don't know what's going on with her life, but it's clear she's not a kind person. I did h like her service so I left without continuing to shop or purchase."

"I’ve been to this location several times and have had good experiences. Today, I came first thing in the morning to make a return. The employee, Lucy, was so incredibly unfriendly. It pained her to even make eye contact or say hello to me. So rude. The whole interaction left a bad taste in my mouth. Don’t bother with this location. Just go to old orchard! If she is in a management position, I’d reconsider."