I ordered a computer cabinet online from OfficeMax on 2/16. The cabinet came in two colors and I decided to exchange it for the other one. On 2/24, I called my local store to confirm that it was in stock as their policy states: "Products that are purchased online may be returned to an OfficeMax store location for a credit refund. Products may be exchanged if the originally purchased product is in stock at that store location."
My local store refused to accept an exchange saying they do not deal with online purchases. This was after my stating their policy and asking them to look at for themselves. (I took names before I left). A call to CS (**) said that stores have discretion at returning/exchanging online purchases. ** supervisor said that the policy contains the word 'may' (I have a Master's degree and I know the context of how the word is used in their policy and it is NOT as a contingent).
A second 31-minute call to CS, **, resulted in her trying to call a second store to see if they would exchange it for me. The store would not because it is a 'clearance' piece (Lodged a formal complaint through her and requested follow up. Also began return process for the piece). The piece I ordered was not listed as clearance either at my store as I viewed the piece on 2/16 at the store before purchasing online.
The website does NOT have it listed in their clearance section or on clearance at the product page itself. The piece is not considered 'Max choice' furniture, has not been opened, is not beyond 30 days of purchase. Their website policy has nothing on it about clearance merchandise or stores being able to have discretion about purchasing. BUYER BEWARE that OfficeMax does NOT stand behind their own stated return policy.
I recently bought a brand new Toshiba laptop and I knew I needed a good antivirus software. After talking with them about what would work best for me, it was highly recommended I purchase CTRLCenter PC Protection which uses McAfee and provides me with tech support 24/7. I also purchased the extended warranty and I really liked the idea of having access to a PC tech 24/7 to help resolve any issues that might arise. Well, issues arose after only one week!! I set it up just like I was told prior to going online.
One week later the first call was because I kept getting these strange pop-ups that were not allowing me to do anything. 2 hours later, after they accessed my PC they supposedly removed it the virus I was told all was safe. The tech told me I had a pretty extensive malware bug and he finally was able to isolate it and remove it. The very next day, my touchpad stopped scrolling. I called again and they accessed my PC again and something then happened to IE. They said I needed to call Microsoft who in turn said I needed to call Toshiba. I called Toshiba and they walked me through a few steps and it was working again, or so I thought.
On day 3 I had trouble yet again with IE and now with Google Chrome. Anytime I typed in a website, I was taken to another strange site. I was at my wits end. I called CTRLCenter tech again and after 7 hours of working on it I was told that IE was shot and I needed to follow this long list of steps when going to any website because whatever virus I had messed everything up.
My issue is I spent $129.99 for this protection and less than 2 weeks later was infected and it totally messed up my PC. Thankfully, Office Max did take it back and I got another laptop. This HP comes with Norton for days, and after that I am not sure which one I am going to use. Norton seems great so far, but I am extremely paranoid right now about any website. I will not be using CTRLCenter anymore and I think I will be trying to get my money back for that.
ORO VALLEY, ARIZONA -- Three weeks ago, I purchased a D-Link Ethernet Router from Office Max. Because I was waiting for my Internet-ready Blu-ray player to arrive I did not even take the unit out of the box during the first two weeks I had it. In the third week I opened the box and tried installing the D-Link. I tried for 6-8 hours changing my computer's LAN settings, reading the troubleshooting instructions and making numerous calls for support to Samsung and Comcast Cable -- and those companies tried their best to help me. Unfortunately they could not resolve my problem and D-Link could not be reached.
After all this headache which later resulted in my having to call Comcast to get my Internet connectivity restored, I reboxed the D-Link with the original receipt and everything it came with and went to Office Max to request a return. To my disappointment and chagrin, after speaking to two cashiers the manager was called in to tell me that they could not give me my cash back because the package was opened and it was older than 14 days. I told the manager that this was unsatisfactory and not like the policy of most large chains that allow 30 days for such returns. He said the best they could do was give me a store credit less 15 percent for a restocking fee.
I told the manager that I was upset and that I'd rather just take the unit out and smash it on his counter at which point he said he'd call the police if I went ahead. I told him that I didn't agree with their policy (which he showed me was in small pale blue print on the reverse side of my receipt) but since that was the best they would offer I would take the partial refund, buy one last item to use it up and then never shop at Office Max again. The Manager stated that this would be fine.
It might be "fine" for Office Max, but it was hardly fine for me considering that trying to use the router was all but impossible and it wasted half a day of my time. The Router cost only $20, so for the $3 restocking fee they gave me all that grief and lost a good customer.
This makes absolutely no sense to me, but since I need a new ink cartridge for my printer that will be the last item I buy from Office Max using the partial credit they allowed. Office Max: you guys have no clue of how to handle customer relations and I can't see you surviving in this type of economic climate being particularly hard-nosed on your returns policy. Good luck, you'll need it.
I want to generate bad publicity for OfficeMax here and tell the rest of the world my horrible experience with them (never do business with them again). The rewards they issued me failed at every step of the process and it takes a boxing match just to receive it, because Customer Service is both rude and unhelpful. A manager had just hung up on me - I was trying to escalate the priority of my complaint so I would not have to write this, but she instead hung up on me.
Here is my experience: I bought an expensive printer from OfficeMax, only because they promised a reward. Me being naive, I signed up for MaxPerks and bought the printer. They didn't honor the MaxPerks reward, despite it being on their advertisement, so I sent over 10 emails, in the span of 3 months, for them to honor the MaxPerks reward. It eventually came, but at the cost of 10-emails, numerous phone calls, and 10 hours of my time. With the MaxPerks rewards, I ended up ordering some items online (that OfficeMax cancelled! false advertising) and I ended up getting a replacement gift card.
I ordered another item online (that OfficeMax cancelled yet again!) and they sent another replacement gift card. Seeing that the online order is an incredible failure, I go to OfficeMax to buy another item using this gift card. After a 30 minute drive, they tell me that the gift card has 0 balance. I call immediately and I was promised that within 48 hours, the card would have its balance and I would receive an e-mail, another hour or two lost. 6 days later, nothing. Subsequently, I call OfficeMax and ask to speak to a manager. She says all she can do is do a feedback form for an "inconvenience".
I was upset, an inconvenience? 12 hours, do you know how much I make per hour that it's an "inconvenience". After a few more minutes, she tells me she cannot do anything, I make sure she actually noted my complaint, and in the middle of doing so, she hangs up on me. OfficeMax - I've dealt with Customer Service with BestBuy, Victoria Secret, Staples, OfficeDepot, Amazon, and they were able to easily issue me gift cards. I never had to escalate it like this. So, I am telling anyone who reads this, beware of OfficeMax. They lie and cheat to take your money. They ignore the voice of the consumer. Please everyone, share your story here.
VALLEJO, CALIFORNIA -- I have been shopping at Office Max for years now, but in recent times, the store in the city of Vallejo CA has the worse sales associates I've ever came in contact with. On December 28, 2009 I purchased a file cabinet in addition to other office supplies. When I got home, I realized that I had purchased the smaller cabinet in error after opening the box the sliding the contents out. My husband put the hardware back into the box and I had gone back to Office Max to purchase the lateral file cabinet I had originally wanted. The sales clerk who helped me this time was very rude.
After I handed her the merchandise ticket, she smirks at me and said that there's been 'too many customer returns' and 'why can't customers makes sure their purchasing the right item before checking out'. I was appalled. I said to her "it's after Christmas and there are going to be returns, whether you like it or not. Furthermore as long as a customer has their receipt and the product is being returned in its original condition, it shouldn't be a problem." Then she gave me a look of contempt.
I completed my purchase and later on I called the corporate office of Office Max with my complaint. I soon received a call from the store manager of that location and he assured me that he would get to the bottom of what had happened. The next day when I returned the cabinet purchased in error, I asked for assistance with getting it out of my car. The clerk smiled and asked me to wait until he rang up a customer or two... even though I was the next person in line. I then went and asked another associate to help, who immediately retrieved a dolly-truck and got the item out of the car.
I will not be shopping at this particular store ever again. I rather travel 25 miles to another city to shop for office supplies. The customer service at this Office Max is the worse I ever encountered. It's obvious that the people working there don't fully understand what customer service is. Most of the time, there is only one checkout lane open, filled with customers while sales associates are just standing around talking. I hate to see people lose jobs during these difficult times, but some people just don't deserve them. A job is more than just collecting a paycheck. Bad customer service can be damaging to a business. Thank you for reading.
ARIZONA -- I bought a chair from Office Max (EZ Chair) & bought the warranty. After 2 years with the chair, the Lift Mechanism that makes the chair go up & down had pin that pop out of the bottom of the pump. I called into Max Assurance was told I was going to get a call from someone that is going to come to my house to take pictures of the chair (Couple days have come by & no call.). I called back & asked when someone was going to call me. I was then told, no one is going to call me & that I would need to take pictures of the chair myself & "mail" those in!
I told the CS Rep that I will take the pictures & email those to your company which I did. I get an email back stating that this is not covered by the warranty, that they only cover Normal Wear & Tear to upholstery, including seam separation. I then called the Max Assurance to confirm "where" on the terms & conditions, where it states that this is not covered. The supervisor ** reviewed the contract & said himself that he doesn't see anywhere that states this would not be a covered item. ** said, he would go back to the contracts dept & get additional information & give me a callback, no later than the end of the next business day.
Three days later, no call from **, I then call back. ** is not available, so I speak w/ a different supervisor **. She tells me the same thing that the pump mechanism is not covered. I am stuck w/ a broken chair. Fortunately, I paid w/ a Visa CC. For everyone out there, if you attempt to correct a product or return it & the merchant is not willing to, contact your Credit Card Company. They will refund your money & take back the funds electronically from the merchant.
The merchant will somehow have to arrange to come by & pick up your damaged item themselves, at their cost. If you're not home, oh well, they are going to have to come by as many times to house to try to pick that up. It will cost them more in the long run (FYI, I called EZ chair & asked them how much this would cost for the pump mechanism.) $9 dollars.
NAPLES, FLORIDA -- This is the second time at this store, Airport Road, Naples, that I have had money in my pocket to buy a printer. And the first time, years ago, one older man said to me, "yes we only have that one Mac compatible printer, but the box is way up on the shelf." He walked off. I walked away and reported it to the manager. I'm not a whiner. This was maybe 5 years ago. The printer was like $600.
This time, on the Sunday before Memorial Day 2008, (not near closing), I went in and there were 3 men who worked there, leaning against the front window, chatting. One was an older man with a beard. I asked, "Do you know what happened to those closeout laser printers you had up here yesterday? Did you sell them all?" The older man said, "no, we have them, they're in the back." With that, he resumed chatting with his employees, co-workers or whatever. I just stood there mouth open. I said "Would you mind telling me where 'In the back' or shall I just wander around aimlessly?" He said, "you'll see them, off to the right." I was stunned.
I announce I am interested in a printer, these were marked down to $300, but still, that's a lot of money these days when no one is buying anything, AND there was absolutely no one in the store. Not ONE customer. I walked back there, then walked back up to the office to find the man still talking. I looked in and said, "Excuse me, but next time somebody comes in looking for a printer, do you think you could send someone with them that knows about printers?? I don't know anything about Laser printers, and I wanted to buy one, but I can tell you right now, I am leaving this store and going to Office Depot or Staples."
I said there was a better way to provide customer service than saying they're over there, and pointing. He said (arguing?!!) "I didn't say that," Oh, excuse me, you said they're in the back. Big difference. He made no apology. I returned the new ink cartridge I'd just bought the day before that didn't work, waited while they tested it to see that what I said wasn't a huge lie, and ta daaa, I saved a lot of money. I decided to use the printer I have. Inkjet. I have 3. NONE bought from OM. I am so mad I could spit.
MERRIAM, KANSAS -- On Tuesday, 1/30/2007, I stopped by the OfficeMax located at 5830 Antioch in Merriam Kansas. I have a lot of 8mm home movies that we are looking to convert to DVDs, so I was looking for video editing software. I found a couple that looked good and decided on Pinnacle Studio Plus.
The problems started when I tried to load the software. Even though my new PC exceeds not only the minimum requirements but also the suggested levels, the install was not smooth. The software would not run on my machine, even to the point of completely locking my machine, preventing me from logging on to that user. By logging on as a different user, I was able to uninstall and try again; same results. Over two days installed, uninstalled and re-installed multiple times with no success, continued to lock-up my PC.
I decided this was not going to work and was bummed at throwing away $70. I checked the receipt and the website for the return policy at OfficeMax. The policy clearly states: “OfficeMax will not accept returns of opened computers, PDA's, Digital Cameras or Software Packages unless defective. These items that are defective may be exchanged for the identical item only.”
Knowing this policy, I decided to call the store and speak to the Manager and explain my situation. To my surprise, after explaining my situation and that I understood the policy and that I was hoping I could return it and purchase the other software in its place, the Manager told me “No problem, just make sure you have your receipt.” On Thursday, 2/1/2007, I stopped by on the way home from work and in less than 5 minutes I was on my way with the new software (which loaded and runs wonderfully). Kudos to the Manager at this OfficeMax location.
ROCHESTER, MICHIGAN -- Today I took my dad into an Office Max to look at their printers. My parents' printer had been acting up and after tinkering with it for an hour, we decided it was just easier to buy a new one since they are so cheap nowadays. Well we wanted to make sure we had a brand that we could get the ink refilled for, since it costs about half the price of buying new ink.
The guy at the service counter was very helpful in telling us all about which brands could be refilled, and what we had to do to make it work. (Since apparently some printer manufacturers are trying to design their printers to NOT work with refilled cartridges!) He said most if not all HP printers would work fine for our requirement. So after picking out the printer we liked (For $49... A great deal!), he stopped over and again gave us more advice on the printer. Most salesmen I've had experience with in this situation might try to sell us on a more expensive model, but he said the one we picked (the cheapest) was a great printer and would work well for us.
Well apparently they were out of stock and were not going to be getting any new ones in. Again, instead of trying to sell us a more expensive unit, he talked to the manager and said we could take the floor model for $35 and he would throw in some free brand new ink cartridges and a one-year warranty! Well we took the deal and he packaged it all up for us and checked us out. It was a very pleasant experience, and we got a great new printer out of it for a great price. They have definitely earned our repeat business!
Imagine calling the number listed inside a $100 virtual new PC transfer and set-up via internet product, 1-877-629-2875 and being told "Office Max listed the incorrect phone #". Then finding an alternative number listed on their site www.ctrlcenter.com of 1 866 951 4485 in which you hold for 40 minutes to be told leave a message in the mailbox... then have it tell you goodbye before you complete your name. To further frustrate me, I was told by customer service there was nothing they could do because the package was opened. Even though you had to open it and insert the disk prior to contacting the support line per instructions inside and outside the package (how convenient).
After pleading my case, the representative finally owned up to having knowledge of the issue as they have received numerous complaints on the product. In addition to advising they too have been unsuccessful in reaching the provider. When asks why they continue to sell the product ** respond "it's a corporate issue". I'm in Wyoming at the customer support center. It's certainly not ** fault. Office Max is so irresponsible and reckless that it continues to selling services they know do not work. However, I can't help but wonder "where in the heck was the support?"
After 20 additional minutes on the phone with ** she finally gave me to the Supervisor who is the only person that can log your concerns on a request that's pointless since they can't reach the provider either. Long story short, do not purchase any support products from them. Lastly, does it not make sense to pull the product and cease doing business with Expert Technology Control Center Support?? Again, do not buy any of their products or warranties! Consider this a fair warning.