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89 Reviews & Complaints
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Rebates
Posted by Grain on 05/10/2004
INDIANA -- In March I purchased a digital camera and received an Epson Stylus Printer with rebates that the printer would end up being free. I have sent the rebates for the amount of $70.00 and they keep denying them. I followed the direction exactly on the form that was given to me by Office Max. They said I didn't have the serial number, didn't send in the UPC Code. I did all of this and have even resubmitted these rebates. They make things up as they go. They make it so hard on the customer. I have never had any problems with receiving rebates from Staples and Best Buy. Guess that is where I will take my business from now on. Office Max doesn't seem to want to take care of the problem.

     
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Horrible Copy Center Service
Posted by Mspencer456 on 02/25/2004
RICHMOND, VIRGINIA -- Richmond, Virginia store # 310, February 24, 2004, 4:30 p.m.: I gave the CopyMax order taker my small, very simple order to produce duplicate sets of 2 documents. I believe the order should have taken about 5-10 minutes of direct work time. I only noticed one other customer, but they may have had another order or two in progress. The order taker asked me if I wanted to pick the order up tomorrow(what!?) or later today. I told her I needed it right away - now. She asked how soon. I told her I have to be somewhere with the documents in 30 minutes. She said okay, they can do it. And then she seemed confused and foggy-minded. I had to repeat copy instructions to her three times and twice to the man who actually performed the order. I waited at the service counter. The man promptly laid my order down somewhere and wandered about aimlessly and confused for about 20 minutes. I couldn't take it anymore so I asked for my documents back. They said they didn't realize I was waiting on the order! I overheard the man say that she told him he had 30 minutes to do the order. Then he started the order and completed it in about 10 minutes. Throughout the whole ordeal, none of the four attendants smiled even once or even remotely acted like they cared to have my business or any work to do at all (except for one person who apologized for the inefficiency). There was just a lot of confused wandering around lots of expensive copy equipment and a little look-busy activity. To make matters worse, the OfficeMax website is terribly slow and I couldn't find any place to submit a complaint. I will never go back.
     
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Posted by brittany1485 on 2004-02-25:
It's called going to a gas station and copying it it yourself. duh.
Posted by notalwaysright on 2004-09-27:
CopyMax is a first come first serve area to begin with. If they already had even one job running before yours, you would have to wait till that job is completed or they get a break in the job to run yours. There's also those very "scary" and oh-so-difficult to use self service copiers that you probably could have used and had your own job run all by your lonesome in that 5-10 minute timeframe you were looking for!
Posted by Voltrot on 2004-10-24:
Unlike the above complaint, I did find a spot on the web site to complain. It did take a lot of looking. I sent them the following note. It is a little repetitious, but I was most unhappy. I actually have the names of most of the people involved. Their service is absolutely horrible. This is a store in Torrance, California.

Gentlemen:
In July I started using your Torrance store on Pacific Coast Highway to copy the newsletters for my club,. Charles Emmer gave me a very nice price. Almost every time there has been a wait to get the job done because for some reason the store does not stock ANY 11X17 paper. You have been doing an excellent job, but it has been very frustrating taking the job in. One of the young ladies who works there is out and out rude.

This past Thursday I called the store and spoke to Tyrone (who has some sort of management position) and asked him if they had the 11X17 Peach paper which I had been told by another employee, A.J. would be ordered for this November newsletter. Tyrone knew nothing about this and he said he would order it. THIS WAS NEVER DONE.

I took the newsletter in at 7:30 on Friday morning and asked that it be done Saturday or Sunday and Monday morning at the latest. The rude girl who took the order said that would be easily possible. She never even gave me a copy of the order. When I called at 4 p.m. Sunday to see if it was done, I was told THEY DID NOT EVEN HAVE THE PAPER. The place where they purchase the paper, Expedx, is open Saturday as well as Friday. I know since I buy paper there for another newsletter which I copy myself at a local hospital. Tyrone should have gotten the paper on Thursday when I called, but he did absolutely nothing! The girl who took the order apparently wrote on the order that I didn't want it till Wednesday. THIS IS A LIE. I told her I had to have it on Monday! Conveniently she never gave me a copy of the order. If she had, I might have noticed that she wrote the WRONG date on it.

I realize I only have 200 newsletters made, but I know a lot of people who also do newsletters. We all lost our copy place when our local Costco that had a Copy Department quit doing it. I can assure you, it is cheaper to go to Staples. I do not go there because I would have to buy my own colored paper. If I am going to have to go and buy the paper (which looks like the case), I may as well go there and have it done at a much lower price.

I am trying to be a regular customer, but it appears that you do not want our club as a customer. I volunteer for a local hospital, and we occasionally have stuff printed offsite. I had considered using Office Max, but with this kind of service, I will not take a chance on such really poor service.

I don't know why I was told by A.J. that she would order the paper and then she never did it. I was told that the day I picked up the previous newsletter. I was then told by Tyrone the day before I brought in the newsletter that he would order the paper and that was never done.

I had also asked Tyrone if he would ask Charles if he would give me a nice price on getting some color posters made for the volunteers. I am quite sure that Tyrone NEVER ASKED CHARLES. I have been out of town since I took the newsletter in on Friday morning until Sunday afternoon. However, I should not have to call and nag the store employees to do the job you have supposedly hired them to do.

When someone comes up to the desk at that Torrance store, the people look up and saunter over sorry that they have to even speak to a customer. It is not just myself. I have seen it when I am not the only one in there. These people are absolutely terrible. I should think there are a lot of good people out there who would like a job. It costs nothing to greet a customer with a smile rather than a scowl.

Perhaps you do not want more business. I could never recommend that anyone use this service at your store.
Posted by phxchristian on 2006-02-19:
Yeah, a document that small, you should have copied it yourself for 8 cents a copy. You can even do double-sided brochures for 9 cents a copy.
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Advertised product not available
Posted by Hakinney on 12/18/2000
MORRISTOWN, TENNESSEE -- Dear Sirs,
Over the last 6 weeks you have been advertising a CD-RW for $99 (sometimes with rebate - sometimes without). We went to the local store the first week it was advertised and were told it was back ordered and were told they would do store transfer and would call us. Over the next 5 weeks this item was advertised EVERY Sunday but we had not been notified it was available yet. Today I went back to the store and was told it was not going to be available as it was a discontinued item! Instead they tried to sell me your $200 CD-RW! To me this is "bait and switch". The very same thing happened when we called your 800 number. Again "bait and switch". This was to be a Christmas present for my son and now it is too late to get a CD-RW before Christmas unless I am willing to pay twice as much as advertised. How can you continue to advertise an item week after week, knowing it is not and will not be available. I feel you have not only tried the old "bait and switch" but are also guilty of false advertisement.
     
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Posted by Anonymous on 2003-10-22:
We saw a 50 pack of CD-R's online for $4.99 after the instant rebate at Office Max. We went to the store and were told that was "only online" and to encourage people to buy online, but they would ask the manager. The manager said if we would go home and print the ad, they would honor it. We dutifully went back printed the ad, returned to the store. "Oh, that is not one we stock." Although there was the exact match (with a different number) in their store. Needless to say we will not do business with Office Max again!
Posted by Anonymous on 2003-12-20:
I too ordered products advertised for weeks at Office Max only to be told when I called that the products were not available.please come back to the store to cancel the order. Very poor customer service.
Posted by Anonymous on 2003-12-23:
Dear Sirs:
You had an ad for DVD+RW disks by Memorex recently for $39.99-$15 instant rebate. There was also a mail-in rebate for $15 so the final price was $9.99. On the Sunday of the sale, there was a snow storm here in New Jersey so I waited until the next day. I was told they sold out so I got a rain check. I called several times and they never got more disks. How many units do you deliver at these cheap prices? Is this a loss leader? This is not the first time this has happened to me. I have purchased many items from your store but I am seriously considering not shopping at Office Max any more.
Posted by notalwaysright on 2004-10-08:
IT'S RETAIL...PRODUCTS MOVE!!!!! If you wanted the item that bad, why didn't you call the store a couple days after you were in there? Stores can't control discontinued items
Posted by jengelbach on 2006-03-01:
Notalwaysright, stores that don't anticipate consumer demand when they have a sale may not be guilty of outright fraud, but they certainly show a lack of foresight. Marketing people are paid vast sums of money for their expertise. Don't let them off the hook so easily. Besides, experience shows that often a so-called sale IS a bait-and-switch scam.
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Product Not Shipped
Posted by Tlg620 on 02/16/2014
I ordered printer cartridges on line. When I did not receive them, I called and found out that they were back ordered for over one month. I had never been informed of this and am now running out of ink.
I consider this a shabby and unethical practice and would never order from them again.

     
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Service Protection Plan BOGUS
Posted by Pneides on 06/20/2013
CLEVELAND, OHIO -- After a year and 8 months, the printer would not due to an Automatic Document Feeder error.

No luck with any solutions found online, at HP service, etc. NOTHING worked. I realized I had purchased a two year service plan (expires in August, 2013). Upon purchase, I was handed a brochure and told that the warranty was good for two years. (I know the first year was already under manufacturer's warranty).

The product was registered with Epson the day I bought it. Tonight I called the 866 number and got someone in another country who assured me that the printer had never been registered. He then tells me that the warranty cannot be honored if it was never registered. NOWHERE in that booklet or upon checkout at OFFICE MAX was I instructed to register the product with MAX ASSURANCE. I told him that I was not going to take NO for an answer and he hung up on me.
POS.
     
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Posted by Jeff on 2013-06-20:
Just another typical appliance/electronic insurance scam....If you DID register it, Im sure they would have found another reason to deny your claim....You would think if you purchased the warranty at the store, there would be an obvious paper trail showing you insured the product you purchased, but why would they do that for you? These insurance purchases corporations ask you to purchase, really shows their true side of their business.
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Warranty Con
Posted by Sherry_a_stanford on 06/17/2013
LAKE JACKSON, TEXAS -- OFFICE MAX WARRANTIES ARE NOT WORTH THE PAPER THEY ARE WRITTEN ON. I had used Office Max warranties in the past, and was very unhappy. I sent in my printer and they sent in one that was in worse shape than mine. I needed 2 printers for our business so I checked Office Max for prices. I had decided not to purchase from them since I had been unhappy in the past. The manager there, told me that if I purchased a replacement warranty on the printer I was looking at that if something happens it will be replace with the same or one of equal value in the store. Well something happened and she basically called me a liar. She said that her number was not on the receipt therefore I was wrong. I was very upset with her. I called and found out that my equal value is only worth $128.00 instead of the 299.99 printer that I purchased. I must send in my printer first, which they will refurbish and sell for more than I will get with their warranty. I will never shop at Office Max again and I will warn off family and friends from shopping there. Office Max and this manager have no customer services ethics at all. STAY AWAY FROM WHAT LOOKS LIKE A GOOD DEAL ON THEIR WARRANTIES EVEN WHEN THE MANAGER IS THE ONE TELLING YOU THAT THEY WILL BACK IT, THEY LIE.
     
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Posted by HonestForSure on 2013-06-18:
Year 1 most of the mfrs issue a refurbished replacement under their warranty. Your "replacement" plan is year 2 and the same thing is done thru "NEW Customer Service" who handles the claims. Physical damage excluded. Stores will do and say anything to sell this nonsense. Don't worry, though, with the Office Depot merger, many OfficeMax's will close.
Posted by CrazyRedHead on 2013-06-18:
What is written in the warranty itself is what they go by what the sales person says. When you go through the man, 99% of the time, it will be refurbished, and this is always stated in the warranty. Anything you want to know about repair and replacement and what to expect can be found in the warranty section.
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Still waiting...
Posted by Kwase59 on 01/10/2013
ONLINE, HAWAII -- I ordered a desk in November as a Christmas present for my husband. It is now January and I still have not received the desk. I called the customer support people and they just said it was "backordered". No apology for the delay, no apology that their website doesn't indicate it is not in stock, nothing.

Due to my poor experience with the phone line, I sent an email to customer support complaining about the crappy customer support lady, and complaining that I didn't have my desk yet. No response. Emailed again, no response.

Finally, I responded to the email that I received when I made my purchase. That person told me that my desk is being shipped directly from the manufacturer and they (OfficeMax) has no idea if it shipped or not, or when I could expect it.

Horrible horrible customer service. If it doesn't arrive soon I'm going to the Better Business Bureau.
     
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Posted by Obsfucation on 2013-01-10:
This seems to be a problem with their supplier. There's not a lot they can do except stop doing business with that supplier, and that isn't going to get you your desk. If waiting isn't an acceptable option, cancel your order and find the desk elsewhere.

I'm not sure what you think the BBB could or would do for you. Not withstanding the fact that they are pretty much a joke, unless Office Max is refusing a refund when you ask for it, there's not much beef in this burger.
Posted by trmn8r on 2013-01-10:
I agree with the first reply. There likely isn't anything the BBB can do in this case until you ask for a refund and you fail to get it. Sounds like a supply issue.
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Orem, UT Office Max Has a Deceptive Warranty Replacement Plan
Posted by Clint.t.wilson on 09/08/2012
OREM, UTAH -- In short, the service in the store was horrible, the warranty is a scam, and the entire thing was deceptive, degrading, and despicable.

I purchased an office chair at this OfficeMax on 9/15/11. It was a $180 chair that was discounted to $100. I was told by the sales associate and a manager or supervisor that if I purchased the 3 year warranty on the chair that it would be replaced if anything happened to it, no questions asked.

I was wary of this promise so I checked the service protection booklet as well. It said that "If your furniture fails, we arrange to have it repaired and pay the bill - no deductibles, no hidden fees. If your product cannot be repaired, it will be replaced."

Less than a year later and the seams are coming apart on the chair. I call the customer service number and they tell me (after more than an hour wait) that they can reimburse me for the $100 purchase price of the chair, but nothing more. They will not arrange to have it repaired; they said that wasn't even an option. When I asked to have it replaced, they said they don't have a warehouse with products and that they never replace anything, they just reimburse the customer for the purchase price.

I assumed there must be some misunderstanding and spoke to a supervisor on the phone to no avail. I then went into the store to try to get my chair replaced. I spoke to Ryan, the store manager. He told me he could do nothing at all. He couldn't give me money or a chair. He told me that he found nothing confusing about the service protection pamphlet, despite it never even using the words "reimburse" or "purchase price" anywhere. He told me that he didn't understand why I found it confusing, that no one in his twelve years had ever complained about not being able to get the product they purchased a warranty for replaced with the same or an equivalent product. He insinuated, without actually saying it, that I was an idiot and he just wished I would leave.

I asked him, "Which is more clear, more helpful to the customer, or better represents the actual warranty program: 'If your product cannot be repaired, it will be replaced.' [this being what is actually written in the pamphlet] or 'If your product cannot be repaired, you will be reimbursed for the purchase price of the product, not including any discounts on the original retail price.'" [this being what the program actually is]. He literally laughed at me and said he found nothing confusing about the wording in the pamphlet.

In the end, I received nothing for my time, effort, and frustrations except to have a store manager laugh at me for wanting the chair I purchased to be replaced with the same or an equivalent product. Utterly disgusting customer service.

     
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Posted by unhappy999 on 2012-09-08:
You're right, the pamphlet wording was incorrect. On the other hand, as least you're getting you're money back. Most of the complaints about warranties on here are that they get nothing, in that case, they truly are a waste of money. Take your $100 and try to get another chair on sale.
Posted by HonestForSure on 2012-09-09:
"at the plan administrator's option" is always worded into these plans. It doesn't pay them to have someone come out to your home to fix a chair. Furniture repair people few and far between. Oh well. Retailer's mantra: Sell'em and duck.
Posted by trmn8r on 2012-09-09:
If you compare this with, say a tv that is no longer available and they also don't have parts for (can't be repaired), it is comparable - you get your money back. It isn't a bad deal.

However, the way it is worded, it sounds like your interpretation is more correct. On the other hand, I agree with the first reply that the wording may be in error. What is logical is that they will refund the amount that you actually paid. That is the amount on the receipt - you would most often not be able to prove what the price without discounts was.

I can see how this left a bad taste in your mouth, not the least of reasons being the chair fell apart prematurely, but at least you are getting your money back.
Posted by BigAl on 2012-09-09:
The OP is not really getting what he paid for. He paid for an extra warranty so that the chair would be repaired or replaced. He is out the cost of the 3 year warranty he paid for. In essence he is being cheated out of (at the minimum)2 years worth of warranty.
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Bogus Computer Repair
Posted by Seattleherbs on 07/19/2012
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FEDERAL WAY, WASHINGTON -- My computer cannot open the file from the shot cut on the desktop screen. I ran the antivirus program and found no virus, so I bring my computer to OfficeMax since I have the free system screen coupon. Drew the tech guy over there was nice and told me that he need to get the system diagnostic and fix for $120s. And he said if it not fixed, I will get a refund so there are no risk for me. I left the computer with him overnight.

He called me the next day and said that my computer was fixed. So I pick it up and bring back home. Now it worst, not only it wasn’t fixed but my other programs were wipe out (my calculator on my window, my photoshop… ect.) and my cd/DVD drive is not working also (It work fine before I bought my computer in). So I try to down load the drive from the Dell support site. It can’t be installed too. Plus, when I ran the antivirus program, I found 2 viruses in my computer. I got them deleted then I bring the computer back to OfficeMax, they kept it again over night.

I came back to them 2 days after and they told me that it can’t be fixed! So I asked for the refund per promised. The tech guy told me that I have to come on Thursday 19th to get the manager to approve the refund. I came back and the assistant manager told me that “NO WAY” point blank.
     
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Posted by trmn8r on 2012-07-19:
Office supply stores doing computer repairs sounds like a great way for them to increase revenues. I wouldn't trust them though. Heck, I wouldn't even trust my computer with the "geek squad".

You should be able to reinstall a driver for your CD drive - keep trying. Sometimes it is tricky finding the right one and getting it installed properly.

*If* you have a rootkit virus, you'd be better off to reinstall everything. You can never get rid of them completely without a clean install. I resisted doing it for two years and finally broke down. My more skin sites for me, sigh.
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Office Max Survey N Cash Register Receipts for $5.00 Off Next Purchase
Posted by Dmklette on 05/14/2012
I tried to find the web site to fill out the Office Max survey offered
on my sales receipt to receive 45.00 off my next purchase at Office Max.

When I couldn't bring up the site I called the customer assistance phone number listed on my store receipt. After I explain that I couldn't bring up the correct web site to fill out the Office Max survey the person I was talking to filled out they survey on her computer with me supplying my answers. She filled in my Email address and said she would send me a $5.00

off coupon for Office Max, that was three days ago and I still haven't received it.

Any savings would help as I have to drive a 115 miles to the
nearest Office Max store. I have been shopping at Office Max in Great
Falls, MT. for several years and generally the store personnel have been very helpful and I gave them a good recommendation in the survey.
     
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Posted by DebtorBasher on 2012-05-14:
That was really nice of her to fill it out for you. However, the issue I had with their $5.00 off survey was that after I completed it..the same day I shopped there...my coupon was Emailed to me at 3 pm and it was only good for THAT day....heck, the day was pretty much over by 3pm! I thought MAYBE I happened to get it on the last day of the offer and it was expiring that day....I don't want to think they only lure you in to do their survey, then send you a coupon that expires the same day you shopped there and fill out the survey! I'll find out the next time I go there.

The coupon was of no use for me, to have to use it the same day I already bought what I needed.
Posted by trmn8r on 2012-05-15:
Based on the complaint and the reply by DebtorBasher, it sounds like the the OfficeMax register promotion was very poorly thought out and executed. Very helpful, folks.
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