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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
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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Restrictive Return Policy
Posted by Ddeckerx on 01/26/2012
DEARBORN, MICHIGAN -- Just came from this Dearborn OfficeMax store, and had a bad experience with what should have been a simple return. Ten days ago for my birthday my wife gave me several MontBlanc pen refills which were the wrong size. I got the receipt from her and went to return them. I was told "sorry, this was purchased 39 days ago, and there are NO returns after 30 days." I explained the situation, but was told no. I asked to speak to the manager, and had to wait nearly 15 minutes. My time is valuable, and it was hardly worth it, but I waited. The manager discussed the policy, but agreed to make the return. BUT only to my wife's credit card. I didn't have my wife's credit card. "Sorry, no return." Can you refund it to another credit card? "No." After further arguing, she agreed to a store credit. Well who wants to shop here again after having to argue with salespeople for twenty minutes over some pen refills? But I took it.

The icing on the cake: on the way out of the store I noticed a sign that said, "free bottle of soda if we didn't try to sell you printer paper on this transaction." So I asked for the pop. "Sorry, that doesn't apply to returns!" More arguing. But I got the soda.
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Posted by Weedwhacked on 2012-01-26:
"this was purchased 39 days ago, and there are NO returns after 30 days." I explained the situation, but was told no."

Here was the explanation of the policy. What did you try and explain afterward?
Posted by Slimjim on 2012-01-26:
The refills were the wrong size, Weedwhacked. The sentence explaining the situation was the one before your copied quote.
Posted by Slimjim on 2012-01-26:
No retailer will credit a charge card that wasn't the one used for purchase. I'm not sure they are even allowed to.
Posted by Old Timer on 2012-01-26:
Ddeckerx, I probably would have grabbed the store credit then turned right around and bought the right refills. It's a win-win for everyone.

Good review, it does show the limits the retailers can work under and how far they can stretch themselves to try and work something out.
Posted by revan on 2012-01-26:
Store manager was right. And after helping you out you milked them for a soda. If they were the wrong size, why not just exchange them for the right size? The clerk probably could have done that.
Posted by At Your Service on 2012-02-01:
I think I have to agree with many of the other comments here. The normal cashier did everything he/she was able because the purchase was out of the return period. The manager could see the better solution was to okay the refund especially, as you suggest, if the purchase was for a small amount. Credit card companies only allow a transaction to be refunded on the same card as a purchase. This is to make sure the fees charged for a transaction is kept equal for the retailer and protect them from a consumer trying to dispute a transaction when a refund has actually been given.

The right thing to do, IMHO, would be exchange them for the ones that would fit.
Posted by Nmbr6 on 2012-12-12:
On the sign it says "Not valid on return transactions or transactions that already include paper." I love working in Customer service. Working for OfficeMax I have learned how hard it is to stick to the return policy. Once someone throws a tantrum we are forced to give in. Which baffles me, but the customer is always right!
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Restocking Fee
Posted by Molloyro45 on 01/01/2012
I purchased a $9.99 Penguin USB Flash Drive at Office Max. When I opened it the penguin's head was hanging off. Brought it hack to Office Max and was charghed $1.99 for a restocking fee. Do they restock a defective item?
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Posted by tnchuck100 on 2012-01-01:
I have seen this happen before. Particularly with mail order. It is VERY possible and probable that some companies collect restocking fees on the same item over and over again.

You buy it, return it, pay restocking fee, they sell it again, it gets returned, they collect another restocking fee, etc, etc.

I don't think the problem is widespread but it is happening.

I think if it were me at their store I would have made a scene over the issue on a defective product.

Was this an exchange or a refund request? Either way this was still wrong.
Posted by trmn8r on 2012-01-01:
Did you ask them for an explanation as to why you were being charged ANYTHING for a defective item? You should have been given a full refund or another (possibly decapitated) Penguin, at no charge.

I can't understand "restocking fee" and "defective item" in the same transaction.
Posted by Angel on 2013-05-08:
Office Max sucks! Bought a laptop online. Didn't like it, and are now charing me 15% restocking fee when I return it. Walmart doesn't do it, neither does Amazon, or QVC.

Office Max lost a good customer. I won't be buying anything from there anymore, and neither will my friends.
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15% "Restocking Fee" on tech returns
Posted by Madbee995 on 12/15/2011
Buyer beware. I bought a camera (the third I have purchased from them) because the lens on my old one was wouldn't open. When I got home and tried again my old one worked. I returned the new one the same day in all its packaging and was charged an extra $18.00. That is their restocking fees for tech items. Yes it is posted but I didn't read it and was not told about it.
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Posted by trmn8r on 2011-12-15:
The restocking fee only applies if the box has been opened.

Think about the problem an opened box presents for a retailer - that item might be considered to be new by some buyers, but many might not think so. If I have any inkling that I may return something for a refund, I check into the return policy before I buy - I'm reminded of a scanner I bought at Staples once, and there was no restocking fee or issue with returning an opened box.
Posted by FoDaddy19 on 2011-12-15:
Restocking fees are very common. It's almost a given these days that if you open the box and there's nothing wrong with the product, you will in all likihood end up paying a restocking fee. It's there to deter people from "renting" items like laptops or TVs, using them for finals week or a superbowl party then returning them for a full refund. The store cannot sell the item again as a "new" item and have to discount it to sell it again.
Posted by At Your Service on 2011-12-15:
I think I'd have to agree that I'd be surprised if they didn't charge a restocking fee.
Posted by Venice09 on 2011-12-15:
My impression from the review is that the box was not opened. I hope the OP comes back to confirm.
Posted by trmn8r on 2011-12-15:
Venice, the Office Max website states that the policy is 15% on opened electronics within 14 days of purchase. They said they returned it "in all its packaging". The OP also states the policy is posted.

These things all together told me is was opened.
Posted by Venice09 on 2011-12-15:
My first impression was that it was not opened. If it was, however, then the restocking fee applies, and the OP's only complaint is that they were not verbally advised of the fee. I guess some people are still unaware of restocking fees.
Posted by Anonymous on 2011-12-15:
Cashiers don't have the time to tell each and every customer what the return policy is. That's why it's printed on the receipt. It's the customer's responsibility to read the policy. I hate it when customers use ignorance as an excuse
Posted by Venice09 on 2011-12-15:
I wouldn't expect to be told about a restocking fee unless I asked. A sign by the checkout would be helpful though.

I wish something would be done about The Invasion. It's distracting and disruptive.
Posted by Anonymous on 2011-12-15:
"Yes it is posted but I didn't read it and was not told about it."

The OP admits that the policy is posted. My comment is not uncalled for.
Posted by Starlord on 2011-12-15:
I worked an accident on an Interstate service road once. The girl driving the car that T-boned a station wagon said that there were no signs stating 'stop ahead.' On each side of the service road was a four-foot STOP sign, mounted about six feet off the ground. Same type of paying attention as the OP's.
Posted by current employee on 2012-01-03:
There are 14 day return policy stickers that are supposed to be put on all tech items by the cashier in order to avoid not reading the back of the receipt and does explain the 15% restocking fee. They are bright orange and relatively big. Hard to miss.
Posted by ex officemax buyer on 2013-10-01:
The best way to avoid this is to shop other places besides Office Max. Around here it is the only place I know that has restock fees. They charged me one on a white board. That is not tech but I was still charged. So I avoid buying things from them.
Posted by Don on 2013-12-26:
Just returned a printer to Office max that did not work as advertised. They wanted to charge me a 15% restocking fee. I argued with them and they did not charge me the fee. They need to change thier policy. I spend about $1000 per year there but will now never be back because of how rudely I was treated. I realize why they want to chage the restocking fee but what they don't realize is in the long run they will make more money by not carging the restocking fee. Very short sighted management. I feel sorry for them. I can't believe the lack of understanding of the market place. They will not be in business much longer. As for the fine print on the receipt. You have got to be kidding me. Right?
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Sales Lies
Posted by Alhavel76 on 12/10/2011
I purchased a $985 desk and was told they would set it up whatever way I needed, I am a handicapped person and could not do this myself. There was no intent to deceive as I was in the store. Now they claim they don't assemble desks and I have a friend who was with me on the day of purchase.

Rivergead NY
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Posted by At Your Service on 2011-12-11:
I'm sorry to hear this. Can your friend help you assemble the desk?
Posted by tron. on 2012-06-09:
i work at office max, and there is a furniture assembly program. it's pricey, but they have people come to your home and assemble your desk, chair, bookcase, anything.
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Sell Resume Stationary and Not an Envelope to Match
Posted by Dyckman29 on 10/20/2011
There is NOT AN ENVELOPE to be sold by Office Max to match the better quality stationary. What are you kidding me here?? What kind of office supplier sells stationary and not provide matching envelopes? I was told by the manager to just use a plain white envelope for the Light Grey Parchment paper that I wanted to use for my resume!
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Posted by trmn8r on 2011-10-20:
Wow - you are bringing back memories of when I used to prepare to look for a new job. Creepy. Glad I'm not there anymore - I'll probably dream about this tonight.

As far as I recall, I found matching paper and envelopes at Staples the last time I was in this position.

OTOH, the OMax manager may be onto something here... the times have changed and it may be that customs of the past like using a matching envelope have gone the way of American factory jobs.
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CTRLCenter a joke
Posted by Danettelinn7441 on 10/02/2011
I recently bought a brand new Toshiba laptop and I knew I needed a good anti virus 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 touhpad 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 waas 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 laptpop. 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.
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Posted by Anonymous on 2011-11-22:
Trying to figure this one out. You purchased CTRLCenter services and the extended warranty. CTRLCenter helped you out at every turn, and OfficeMax replaced the computer when nothing else could be done. In other words, every part of what you purchased worked in the way it was supposed to, and you're saying you'll never buy it again?
Posted by Josh on 2012-03-29:
That is what it sounds like. It sounds like the user messed the computer up pretty bad by falling prey to multiple bait-virus attacks and Office Max was there every single step of the way. In the end the damage that the user did to the computer was too extensive and that is when the warranty kicked in to replace the laptop and the Guarantee that comes with all Ctrlcenter products kicked in to refund her money for the Tech Support when the Tech Support came upon an unresolveable issue. It is a shame that some people can get such exellent service and then give a product a bad rating over their own ignorance. If she had not purchased the warranty or Ctrlcenter she would have had a $500 paperweight after only 1 week.
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You Better Buy Are -Warranty Plan Or Else!!!! Buyer Beware
Posted by Leadman4225 on 07/24/2011
I purchased this item (True Innovations executive chair #9852) for $229.99 At Officemax store #762 Bradley IL 60915 03/03/2011 and one of the leather arm rest is coming apart.

When I contacted Officemax and talked to the manager he told me that he could not help me because I did not buy there extend warranty.

You would think that when you spend your hard earned money at Officemax that they would at least try to seem like they are concerned a little bit it is only been 120 days???

Not the manager at Officemax, not today when I called 07/24/2011, wow I'm 53 years old and I'm still learning.

I want to thank the manager of Officemax for this very important lesson!!! To my fellow buyer here beware!!!!!
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Posted by trmn8r on 2011-07-24:
What kind of warranty came with the chair?

I'm seeing the old "90 day warranty" thing in my mind. Should a chair last longer than 90 days? Of course, but the warranty only lasts so long.
Posted by HonestForSure on 2011-07-24:
Check your warranty card. It should have a year warranty against defects. Call the mfr. They'll either send you the part or give OMX a return authorization.
fyi - the extended plan is mutually exclusive with the mfr warranty - the plan administrator, NEW, takes ZERO liability during the mfr warranty (it's in the fine print.) There is also no "swap" at the store with the extended plan. the mgr comment was awful customer service. They could have taken it back and gotten credit from the mfr.
Posted by Anonymous on 2011-11-22:
If you look on the inside of the box, it will say in HUGE letters something to the effect of "Don't return this to the store if something goes wrong, contact XXXXXX".
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