I attempted to make a return of an item I purchased online due to a sizing issue. I had placed an order for a size small because this has always been my size, but for some reason it was too small for my bust size. I explained to them that I had attempted to make an exchange of this item twice without success and that this would be my 3rd attempt. The 1st attempt was at the 34th herald location however due to covid I realized once I got there the location was closed. My 2nd attempt was at a location closer to me in NJ. Despite making sure that this location was open and operating when I got there the store was closed. I tried calling them and waited for an hour past their posted opening hours but they stay closed. My final attempt was at this store today and it made me wonder why the company had not done anything to accommodate its consumers to offering free returns adjusting to this pandemic. The associates alike showed no sympathy of the trouble I went through to exchange this one item for a bigger size and would not exchange it claiming it was past the return window. I would have been would happy with a store credit but they did not even offer me that as an option. To my surprise, they were just unaccommodating, rude, and had a very hostile attitude. I’m in my mid 30s as started to address to me as “my love” like I was her daughter. She was very unprofessional. The negative experience left such a bad taste in my mouth that I didn't even want to use more of my time and energy at a company with associates that just didn't seem to value or appreciate my business. All I recall is what the associate looked like. She was a heavier set young Latina-looking lady with big eyes and long braids. I attempted to give customer service a call about my experience at the store but they were the same deal. Despite explaining all the trouble, I went through they were trying to bargain with me to give me a discounted store credit. I honestly at this point felt like I was being robbed. The customer service representative told me although the item I had attempted to exchange was worth $25 they would offer me $15 for all the trouble I went through and that it was enough to accommodate my troubles. How does this even make any sense? I offered to even return the item for a full refund on the unworn item with tags still attached via mail and I was refused. Pretty much at the end of the day they left me with 1 option that is to repurchase the same item in my correct size but at its regular price. I will no longer be a customer to this brand with such unreasonable accommodations and to a company that only focuses on being in the business of making money. It is probably the worst customer service I’ve ever received.

UPDATE Friday night i visited the men’s section at this location and was pleasantly helped by George and a sweet girl but i think i had a great experience because i was the only customer last night and unfortunately my good experience from yesterday was singular as today i revisited the men’s section & said hello to George who looked puzzled while helping another customer and never asked if i needed help and the two Latino guys preferred folding clothes instead of assisting myself or anyone else and both yesterday and today’s cashiers were duds with zero pleasant personalities and the icing on the cake is a shirt i purchased still had its alarm tag when i got home so needless to say it’ll go to the trash since it can’t be worn and there’s no time to return a third time for another unpleasant experience. Also there is no cashiers on the first or top floors except for the long tedious line of the not so pleasant ones. This’ll be my last visit unless i really can’t find something elsewhere. The positive is the greeter was great. So disappointed.

I’ve been in here many times, as it’s the only physical store near me that I can return online orders to. I know returns are never fun, as I used to work in retail. But, today, the cashier was particularly rude. As I approached the counter, she visibly rolled her eyes and I apologized (though I shouldn’t have) for being a bother. When I did, she said and I quote: “there are other things I should be doing.” I don’t recall forcing this particular employee to work the register, so I’m blown away that she said that out loud. To a customer who has already acknowledged that they are taking up time and space. I don’t recall her name, as I was trying to get away from her as quickly as possible…but I do have the transaction info if anyone even sees this. She had red hair. I should also add that Im in the store often and only encounter lovely and helpful employees. I was blown away that someone would ever tell me they “had better things to do” in a store. I’ve never had anyone in my life, in nyc or anywhere say that.

I recently had the pleasure of visiting the Express Times Square branch, and I must say, I was thoroughly impressed with the quality of their clothing. From the moment I tried on their clothes, I could tell that the quality was truly stunning. The fabrics were soft and durable, and the attention to detail in the stitching and design was evident. What's more, I found that their clothing fit me really well. Express seems to have a great sense of fashion and what works for different body types. Their clothes not only look great, but they are also comfortable to wear. I felt confident and stylish when I was wearing their clothing. Overall, I would highly recommend Express Times Square to anyone in need of quality clothing that not only looks great but also feels great to wear. From the stunning quality to the perfect fit, Express is truly a standout in the world of fashion.

》 I had a great shopping experience at this store two months ago. This time they didnt just fall short: they fell of the cliff! •Three diffrent styles of jeans I picked out and I'm told they have none in my size28/32. I pick out one pair in my size but they weren't on sale just missplaced. •Their awesome "Sale Buy1Get1 for $9.90" only works if you buy the exsact same item, witch is suddenly not so awesome anymore. •I wad told I can't use the coupon that I got in the mail, because i forgot it at home; they won't accept the photo my sister text me of the coupon. 》Honestly I dont have very many opportunities to go shopping anymore and this was a horrible experience. Nothing went right and the only word anyone at Express knew how to say was "NO"

I made a quick trip here because I wanted a sweater that was somewhat nicer quality than most of the shops in Times Square. I was helped right away in the mens section. Unfortunately did not get the name of the male associate, he was excellent and went out of his way to assist. After checkout as I was making my way to the door, I was stopped and taken off guard by a female employee who grabbed me by the sweater and lifted the tail of it to check for a tag and alarm. She tried to usher me towards the manager, who assumed that I tried to steal. The manager then clarifies that the same cashier told her I didn’t pay??? So rude, unprofessional and arrogant. After clarification the manager looking dumbfounded barely offered an apology.

Express is 5 stars for me but today the customer service was worst thy have deal going on if you buy more thn $100 u will get a free candle. I shopped $350 suit paid my bill and than I asked for my candle the lady respond you paid already I can't give you without scaning it i told her ok you can scan now i bought $350 suit give me that candle she was very rude bro she respond disrespectfully u should have ask for your free candle before paying I can't help you now and take care.. Girl it was your responsibility to tell me 1st you need your free candle with this bro I'm returning my suit tomorrow just because I didn't get my free candle reason

It's been two times where a security person at the door tells me that the store is closed BEFORE 8pm. At 7:28pm on Friday January 14th 2022, I walked into the store only to have the security person tell me the store is closed. Now the website says it's open, the Google maps hours say it's open, but the person kept yelling at me it's closed. How do you run a business at Time Square with something as simple as store hours that's not even updated on a timely matter? It's fine for browsing, but when you're going there to return something from Queens, it's just disrespectful to your customers.

I hardly ever go to brick-and-mortar stores anymore, mainly because of stock/size availability and customer services issues. I am pleased to say I didn't have any of these problems at this Express! The selections were plentiful, and everyone that assisted me was extremely helpful and knowledgeable of the products. I also loved that there were dressing rooms on both floors so that you did not have to travel up and down if you picked out pieces to try on. Overall I had a great shopping experience here and plan on returning the next time I can do some retail therapy !

Tried to return some clothing past the 60 day mark (which I was stuck with because Express was late in delivery and I was overseas on mission) and was refused when I called this store and the Madison one, and also refused when I contacted the chat. I'm super disappointed as when I made the purchase, i was repeatedly told that I would be able to return 'anytime if there were any issues'. Thanks Express- you have now left me with a whole bunch of clothing that is unwearable and which you won't take back, tags and all.

I was here with my girlfriend for a big sale and although the product, prices, and especially the staff were 5 stars, the checkout experience was not. It literally took 20+ minutes to checkout and there was no line, our checkout of roughly 8-10 items took this long. The cashier said the "converted ipod" point of sale devices were malfunctioning. Every other store seems to have this process mastered, I don't know how this is a problem for a modern store in 2019.

Very rude salesgirl on the floor i showed her a picture of the top I wanted as a gift she didn’t even look around to check right away she told me we don’t have it in stores.Few mins after I went looking around to see if I have seen something similar to what I show her,And apparently I found the top I ask her for,Really express if u need dumbo to work there please hire someone professional please.Sorry for not rating on the star.

Very nice place. It was crowded yet you can still walk through and find what you're looking for. I ordered with the app and it was smooth and fast considering the line had a few folks waiting to check out. But by far the closest to my job and the options are really nice. They know how to grab your attention and get you to buy something. Great job staff and thanks for the speedy service. Very professional and helpful as well.

This is a pretty large store. One stars because the employees weren't that friendly. Went to return an item. Was sent to the back register by the front one because she is helping with a purchase only to be sent right back. The phone which they use for transactions was slow, reception problem perhaps. Neither girls looked like they wanted to be there. Neither did the two people in the back. Just not a pleasant experience.

Express is my favorite clothing store and this location is so cool. This is the largest Express I have ever been to. The staff here is super helpful and the store is amazing. It's located in Time Square so if you are ever in the big apple and looking for some nice clothes then I highly recommend you stop by here. Giving this Express location five out of five stars.

The customer service at this location is amazing. A brand ambassador greeted me upon arrival. More than once, I was offered assistance. The environment is well kept and neat. The fitting room is well lit too and the mirrors allow an accurate view of any selection. I needed to make an exchange and they were very helpful with the process. I will definetly return.

Went to redeem my Bday reward. Great selection of Fall clothing. Not ready for it yet. Needed a new top for next month's Show Stoppers. Found an adorable top that was 50% off. I like a very loose fit so took a large. Most of the time I take a smaller size. Great selection of sale clothing, accessories and shoes. Elastic shirting on the right side

Nice store, very clean and organized. There was a friendly person at the top level who was very helpful and had good suggestions when I asked for specific style options. Fitting rooms are clean and store is observing social distancing rules. Overall great. I'm a person who likes fitted clothing and this store sells great options.

Could not find anything I was looking for I had a return of 90 dollars and they only wanted to make an exchange o didn't want an exchange I wanted my money back so not to lose out I finally after over one hour looking for something that was my style that was the last time I will be shopping at any Express store

I went into this store on a last minute shopping trip and “ shree “ an associate working there was super helpful and sweet with giving me options to try on and helping me pick out a cute outfit. I am so happy I ran into her. She made my experience at express a great one and it is how customer service should be.

Staff is always very welcoming and inviting. As well as well as very polite knowledgeable and helpful and accommodating I add lastly. The store itself is very well kept clean and organized at all times as far as I've known and been there. I absolutely love going there and definitely intend on going back soon.

Great location. Beautifully organized and impeccably managed. Staff is helpful and friendly. 3 floors of clothes, mens on 3rd floor and ladies have the other two. Main check out is on second floor. Recommend stopping by as there are major sales and discounts right now. Also new fall lines launching.

Popped in today as my partner forgot to pack a belt on our trip. Got the belt as well as a few other items, as the store was so neatly organized and clean. Emily at cash was an absolute gem, would shop again strictly because of her!
Trip type
Business
Service: 5
Location: 5

As a native New Yorker I hate going to times square but I suffer through the pain to go to this particular express bc they always have such a great selection. Very friendly and helpful staff. 3 whole floors of items. They have a dress section that is helpful when you have an event to go to.

Super large Express store with many clothing options to choose from. The prices are a surprisingly not marked up- as most things are in NYC. The store is clean and the staff is there to help if needed. Definitely worth visiting you like Express or if you need some affordable nice clothing!

I had a great experience everytimr I go in .I had to get outfits for all occasions especially and found something just right .he is very patient and caring Bought... The fabric was v soft and long lasting !The main desk people were so helpful and the stire was so neat and organized!

Had a wonderful great experience at this location. I was being helped right away and the person who took care of me was very friendly & respectful. I would definitely come back again here. Definitely recommend this place. Thank you anyela for the help.

When it comes to shopping this is the place I always go first! They also have sales and specials, the selection of clothes is very impressive and the employees always go above and beyond to accommodate you. Definitely one of my favorite stores!

Terrible customer service. Mens and womens clothing, really? Wanted to return pants purchased in their Miami store. I tried to send back but they require you to return items at a store location. Not so great if you're a CPA in a small town

Huge store and staff was constantly trying to assist us, so if you like to shop on your own without being bothered this isn't so much the place, but otherwise plenty of clothing options and a friendly staff was an overall great experience

They had a great selection of items to choose from and whenever you asked a question they knew exactly where to direct you. They have a lot of good items right now. The line moved a little slow but it was only because they were trying to

My family is visiting NYC from NC. I bought my 13 year old son a Beautiful 3 Piece Suit from EXPRESS. He immediately changes into for a big Theatre outing and on the way to the Theatre falls, he ends up with bent glasses, a face scratch

This express is one of the best ones I've ever been too I adore the selection and they had my favorite flex jeans I wanted!! Customer service is awesome they don't hover you or make you feel pressured to buy the store I had a lot of fun

I saw a shirt online but it was more expensive in store and so I called the store and they said they were able to honor the online price for me since I wanted to pick up the same day :) they didn’t have my shirt ready for pick up even

Super nice employees, and that says a lot considering no NYer ever wants to set foot in Times Square. I commend the entire staff for coming to the most challenging part of the city every day and giving customers a great experience.

Great selection & the associates are always helpful. I just wish they kept up with their shoe/boot inventory. Surprisingly calm every time I visit for being in Times Sq. I've been an Express A-lister for years & for a reason.

This Express is super organized and they have a lot of selection. Usually if I see a sale item online I can't find it in the store in my size, not at this Express. U have a great chance of finding what u are looking for.

this is probaly one of the best stores i have ever been too, the staff are nice and they help you with everything, they even find ways to help you out reduce your price with coupons and all those stuff. GREAT STORE

The staff was nice except for an associate whose name is elany I believe. She had reddish hair. Made me feel a bit uncomfortable almost as if I was up to something. Kept following me around and was a bit rude.

This shop is an absolute delight to visit The opposite of my recent experience at Zara. The staff at Express are exceptional, nothing is too much trouble and I bought some gorgeous things at great prices

One of my favorite stores to shop! The only downfall is the hours! How’re you located in “times square” and you close at 8pm! Most retail stores in this area are open until 11pm! Please follow suit!

It’s kind of disorganized and a lot of the clothes were missing tags, but staff was always willing to check prices or track down a new size while you were trying stuff on. Very friendly :)

The staff is actually amazing here. I’m very impressed. One of them helped me picked a suit and every accessory. It’s a shame I forgot his name. Everyone was kind. Big variety of suits.

This is a fantastic location for us! The clothes is lovely, and the prices are reasonable. The staff is kind and accommodating. You will undoubtedly find something to your liking here.

I just had an amazing purchase with Andres! When you enter the store, find Andres and he will give you a lot of attention and help you with choosing the clothes ! Thanks Andres!!

Why would anyone shop here. I’m done. They dropped charges on a serial thief who resists arrest and has been arrested more than 30 times? Really??? Enablers at their best!

Excellent customer service, and what can I say about the dress pants, they never disappoint me!! The pants are super comfortable and they also make you look very good!!

I am very disappointed with the latitude of an associate, she was very aggressive and rude, for some photo taken in the store I almost got kicked out …

we absolutely love this place! The clothing is beautiful and there are good prices. The staff is helpful. You will for sure find something you’ll like here

Amazing staff! Jen was super helpful and I quickly found a new suit for attending a wedding that day. I was also glad they had suit jackets in “long” sizes

Clearance section of this Express has some of the best shirts I have ever gotten for a super cheap price. 4 really good embroidered shirts for 70 dollars

Beautiful store right in Times Square in New York Found all the new styles and sizes. Customer service was also great. Recommend this store.

This is my favourite store!! With three floors with more exclusive styles to choose from!! Have a big sale rack clean and polished

Always love going into this location. Staff is super friendly and helpful. They always have great deals and really cute jewelry!

Very nice place to go shopping. Even if you don't find what you want, you will find other things that you will like.

Huge store Very nice seasonal clothing store Affordable prices Most of the time they have good deals on their items

Been shopping here for a long time. Very helpful staff that are always friendly and upbeat. My favorite store yet.

They have a very beautiful collection and verity but the man at the entrance is so rude and disrespectful

This store was always Fabulous!! Nice Selections for work and after work. Excellent Customer Service.

Love love express. They have amazing clothes. Friendly staff, very clean. Definitely recommended.

One of my favorite store, you come here and always find something special and some deals.

Great customer service and so many things to choose from with so much variety

I love express! Brenda is wonderful and provides a great customer service!

Beautiful store and atmosphere. Very clean. Customer service is amazing.

fabulous experience at this store. such sweet staff and great clothes

Organized and clean store despite the location, and nice workers.

Large store, clean and quiet. They had lots of options.

You can find some nice and good quality things..

Service wasn't great but good clothes.

very helpful stuff! loved it