PHOENIX, ARIZONA -- Do I have a good one for everybody.!!. First you need to know where I live, and my "shopping choices". I live in what would be considered a remote area of Arizona. That is, I live in the NE corner outside a little town called Holbrook. I am 40 miles east of Winslow, and 54 miles North of Showlow. These are the only two towns in my area that have "Super Wal-Mart" stores. I go to Winslow once a month for my office supplies. Wal-Mart usually carries eveything I need. Well I needed ink cartridges for my portable printer. Low an behold Wal-Mart doesn't carry them. They sell the printer, but they don't sell the cartridges. (I have already told them what I thought of that idea). So, I went on the internet. I found a store in Phoenix that did sell them. This store was OFFICE DEPOT. Phoenix is 193 miles from my house, with gas prices what they are I didn't want make a 386 mile round trip just to buy two ink cartridges. So, I ordered them on line. I placed my order January 31,2007. I received a printable receipt for the order. The product was scheduled for delivery the next day (Feb. 1, 2007) between 08:30AM-5:00 PM. This was fine. Everything was "kocher". Then, the "DELIVERY FROM HELL STARTED." The 1st came and went, the 2nd, came and went. I didn't think too much about it because we did have some pretty severe weather, and I figured it was delayed to to that. But, the morning of the 3rd I went on the internet to tract the order, I found out then that Office Depot had, as they put it, "Gave it to a third party for delivery". That third party was UPS. So, I went on UPS's website with the tracking number and this is what I came up with:
02/01/2007 1:09am Billing Info Receive
02/01/2007 1:37am Product Scan in Phoenix
02/02/2007 5:33am Departure Scan in
02/02/2007 3:28pm Arrival Scan in Phoenix?
02/03/2007 3:46am Departure Scan Phoenix
I called UPS and asked them 2 questions that, to this day, they have not and, most likely will
not, answer. 1: Why did this product go from Phoenix, Az. to Albuqueque, NM and back to Phoenix?!!? 2: It was scanned in Phoenix at 3:46AM on the 3rd. It is 193 miles from Phoenix to Holbrook (236 if you go by way of Flagstaff). Even if you go the long way it is only a 5-6 hour drive. Granted UPS has stops along the way. But, guess what, this actually arrived in Holbrook at 9:00am on the 3rd. I know UPS delivers on weekends. Maybe not on Sundays, but they do deliver on Saturdays. Why then did this product sit in Holbrook all day on the 3rd when it was already 2 days late??? UPS refuses to answer either question other than the proverbial: "I DON'T KNOW".... I realize this is long but you need to know the entire story.
I called Office Depot and expressed my displeasure. The first person I talked to was a "Roy" in the Philippines. He offered me a $11.18 credit off the original $55.90. He even gave me a confirmation #. Then this morning 02/05/2007 I got a call from a "Kate" in Argentina. This lady was "in customer service".
She listened to my problem, agreed that it was Office Depot's responsibility and offered me a full refund. I told her that if she wanted I would return the product, and try to find it somewhere else. She said that would not be necessary. I could go ahead and keep the product, and she even gave me a confirmation # for the refund. Great!! Every one is satisfied. Office Depot has admitted their responsibility, they have done what is right, everybody is satisfied. At 11:40 Arizona time I finally receive my ink cartridges. I put them in my printer, ahhh, I can get back to work! MY BIG MISTAKE!!!! The phone rings; guess who???!!!??
It is Office Depot. Some guy (I never did understand him) saying he is a Customer Service Manager and he has CANCELLED my refund. Then, what does he do? He SLAPS ME IN THE FACE WITH AN OFFER OF A $10.00 DISCOUNT!! Then when I tell him that Kate said I didn't have to return the product he says "Then we can only offer you $10.00." He insists I return the product in order to get a full refund. I tell him; "What about the delayed delivery that cost me money (because I couldn't use my printer) that I am not asking for.?" He still insisted it was not Office Depot's responsibility. That is when I sort of blew it. I told him I was promised 1 day delivery by OFFICE DEPOT - NOT UPS. It was OFFICE DEPOT's responsibility to live up to their agreement. UPS would never have entered the picture if OFFICE DEPOT never asked them to.
The real problem here is: There is no one local you can deal with with a problem of this sort. The only number they give you is 1-800-463-3768. When you call this number you get one of two locations: The Philippines, or Argentina. According to all that have answered the phone, there is no direct line for Customer Service in the United States. I just noticed a 1-888 number on the invoice. I just called it and got ahold of a Geina in Argentina. She, after very politely listening to me, (and I was very calm) cancelled the last cancellation and refunded the full $55.90. Yes I did get a confirmation number. We will see what happens. There will be future posts on this both concerning Office Depot and UPS.