Express Factory Outlet - Petaluma (CA)

1 /5 Alicia McCord: I won’t ever shop here again. I bought a pair of pants for a total cost of: $58.44 For me that is a good amount of money. The pants were not the correct fit and are also very different pants but advertised as the same. They are same size and style number as ones I previously purchased. But did not fit right and did not have pockets. Also, the material was too heavy compared to the ones I own. I went to the Petaluma outlet mall to return them for an exchange. The pants were fine, not worn. Easily resold etc. I was told I needed my receipt which I could not find initially. I finally did, and went back to the store. The young kid who helped me said ‘oops..this is a few days past our 30 day return policy. I cannot do anything in the system so you have to keep them. I can’t do anything for you. Umm..Sorry.’ Wow! I said not even for store credit? Nothing?! That’s ridiculous. I own a retail store and if people want to exchange an item at least within 30-60 days….i will allow it. I never want anyone Stuck with an item they can’t wear or don’t want. That is partly why there is so much waste in this world. My options: throw them away or give the brand new $58.00 pants to goodwill. Ugh!!

1 /5 ncaljohn: This is the worst Express I’ve ever been to. I came in this store for the first time today and the associates, about 4 of them were leaning against something. Two at the register and two by women’s clothing. No hello, just a rude “we close soon and ONLY take card”. I said I just need one thing. The laziest associate mumbled something under her breath. Completely unhelpful. I found what I wanted and as I’m walking to the register the same young woman who was rude said the register will shut down if the transaction wasn’t finished by 7. This was clearly a lie. I get it, end of day and you want to go home however, change your store hours or find a job that better suits you. Would not recommend. I’m so disappointed I’m ready to return all of the clothes I purchased from Express to this location just to prove a point. Drive to Santa Rosa, much kinder.

5 /5 Reign: So much awesomeness!! Went in looking to just cool off, but what an amazing experience! Definitely understaffed, who isn’t, but you would never know. Beats the downtown location, this store has so much available and it’s clean. It was refreshing seeing a happy crew. Nice sales with additional 60% off of the clearance items. Even the new items were on sale.

3 /5 L.Z. Tang: The regular sections of this store have a decent selection of trendy professional and evening-out apparel. However the sales section is random, overcrowded and will take ages to sort through. If you have time to patiently comb through the racks, many great bargains can be found

1 /5 Maria Bautista: I had the worst experience in this store. I returned 2 shirts but only recieved the money back for one. I didnt realize this until I opened the bank app on my phone. The next day I went back to inform them of what had happened but they said they couldn’t return an item if we didn’t have it. My daughters and I told them multiple times they did take the second shirt. When I bought the shirts I was helped by two workers, the first one looked at my receipt and then took the shirt. The second worker finalized the transaction, but there was no confirmation button on the screen for me to click. The receipt ended up showing that only 1 shirt was returned. After a while of trying to get my money back the manager said she could not do anything at the moment, my daughters and I found the exact shirt we returned back in the shelves because of the number that was on the tag being the same as the one in the receipt. We said if she wouldn’t return the money then we will take the shirt because technically it was still mine. She said we couldn’t yet wouldn’t check the barcodes to make sure they were the same. Being Mexican, I feel racially profiled and not listened to because she wouldn’t do anything to help and instead called security stating I was going to steal a shirt I paid for.