October 22nd, 2009

My Express Credit Card Experience

I love the clothing store Express. Their fashion is right up my ally. I had a questions about my credit card last night and this was my experience.

Part 1. I filled out the Express Credit Card Online contact form to ask a question.

Part 2. I got a the following reply:
“I certainly do apologize for any inconvenience or confusion this has
caused.  So that we can better assist you we ask that you contact us by
phone at 1-800-888-5529.”

Part 3. I called the number and went through a dozen different menus trying to get an operator on the line to answer my question. No luck. It was just a maze of automation and waiting while the recording did various sales pitches which ended up waisting 40 minutes of my life.

Part 4. I sent another form online asking why I cannot get an opperator on the line during regular hours (as listed on the website).

Part 5. I got the following reply:
“We apologize for the inconvenience you experienced regarding your
Victoria’s Secret [What?] account. Please be informed that if you wish to
contact us for your query, you may also do so by:
1. Submitting your request online via our ?Contact Us? link (after sign
in)
2. Sending your inquiry by mail to the address listed below
P.O. Box 182273
Columbus, OH 43218 – 2273″

Does anyone see the issue here?