Express Factory Outlet

Most Recent Comments

• November 2025 by Gorakh Raj Joshi
  I had one of the worst customer service experiences today at the Express Factory Outlet in Grapevine Mills. This review is NOT about Express as a brand, their customer support over the phone was absolutely amazing but about the two associates working at the front desk.
  
  I went in to return an item I purchased yesterday. The item was unworn, unwashed, and in perfect condition. The associate refused the return ONLY because the tag wasn’t attached. I explained politely that Express customer support told me the tag is NOT required as long as the item is in wearable, unwashed condition. She still refused and was very disrespectful which put me there in very uncomfortable situation. I ended up standing in line five different times as guided by their customer support over the phone, and both associates continued denying the return without being able to show me any written policy that said the tag must be attached but they refused to comply their own customer support.
  
  I spent almost an hour on the phone with Express customer support, and they were incredibly patient and helpful. They even called the store directly because the associates kept refusing. Only after the support team contacted them did they finally accept the return.
  
  I wasted around 1.5 hours overall because of the front desk associates’ lack of knowledge and unwillingness to help. Express customer support was great, but the instore experience at this location specifically with the two associates at the counter was extremely disappointing. I hope the management provides proper training so this doesn’t happen to other customers.
• November 2025 by Ranjan Mishra
  Very bad service, they don't want to return things bought unworn and unwashed, wanted to change because of size issue.
• September 2025 by Amy Naksutti
  I had a wonderful experience at Express Factory Outlet in Grapevine Mills. Lucy was incredibly kind and attentive. She noticed when I was struggling and went out of her way to make sure I left happy with what I needed. Her customer service truly stood out and made my shopping trip so much easier and more enjoyable. I would highly recommend shopping at this outlet for their wonderful selection and pricing. Thank you, Lucy, for the exceptional help!
• August 2025 by Alex Lara
  My experience today at Express was AMAZING I came in looking for a suit for work but couldn’t find the size I was looking for so I looked for some help luckily Nora was quick to help me find the size I was looking for her customer service was excellent! I will for sure be coming back to shop at Express.
• July 2025 by Maria Castillo
  I had such a great experience at the Express Factory Outlet in Grapevine! Nora and Karely went above and beyond with their customer service. They were incredibly friendly, approachable, and genuinely eager to help. I was struggling to find the right clothing size, and they jumped in with recommendations and made sure I felt confident in my choices. It’s rare to find staff who combine kindness with great product knowledge they truly made my visit outstanding!
• July 2025 by Nikhil Parshe
  Today 23rd July I visited the Express showroom and sadly had a very unpleasant experience due to the unprofessional behavior of one of the store staff. A woman, likely in her mid age and wearing a red T-shirt, was extremely rude and dismissive - not just to me, but to other customers as well.
  
  As I was trying on shirts (I tried four and ended up purchasing two worth 98$), she openly made comments like “You people just try and never buy” and repeated similar remarks, creating a negative and judgmental atmosphere. When I left the first two shirts in the fitting room because they didn’t fit properly, her attitude became even more disrespectful.
  
  What was supposed to be my birthday shopping left me feeling mentally disturbed and uncomfortable. Her behavior has stayed with me and I’m still unable to shake off how poorly I was treated. This is not something I ever expected, a brand I’ve trusted for years.
  
  I hope this feedback is taken seriously to ensure future customers don’t have to go through the same experience.
• July 2025 by Rozmeen Jumma
  I always find a ton of things at this location and the experience is usually great. but this time my husband and i just left everything we were going to get because this worker who was a manager came up to us and made rude disrespectful comments that were unnecessary. Will be making a corporate complaint on this one.
• July 2025 by Skye Glover
  I had a very disappointing experience at the Express Outlet on July 9th around 4:45 PM. I returned to the store because a security tag had been left on a blazer I purchased on July 6.
  
  I stood at the register for several minutes while the cashier on duty continued what she was doing, without acknowledging me. I made direct eye contact and let her know I needed the tag removed, to which she briefly said “sorry,” then immediately returned to what she was doing without offering any assistance. A few moments later, she began ringing up another group of customers who had just walked up—completely disregarding the fact that I was still waiting.
  
  I had to assertively ask again, “Ma’am, can you please take this off? I’ve been standing here waiting.” Only then did she come over to remove the tag. I returned the item and let her know, honestly, that her behavior was incredibly rude.
  
  I plan to follow up on this issue. It’s one thing to make a mistake by leaving a tag on, but the lack of basic customer service and courtesy when I came back to fix it was unacceptable.
• May 2025 by Itzel Rojas
  Very disappointing customer service. Management is terrible. 0/10.
• October 2024 by Vineeth Dudipalli
  this is the shit store
• October 2024 by Charlene Lovato
  Selection is good and well priced but staff is not helpful and acts bothered if you ask a question.
• June 2024 by Arzina Ali
  Tiffany always provides the best customer service. Location is always stocked and clean.
• February 2024 by Mario Chavez Villarreal
  Bad customer service
• December 2023 by Joy Vargas
  My son favorite store to shop for his clothes.
• October 2023 by אברהם אוחיון
  A huge place, everything from everything.....