I have used Reliable (an Office Depot co.) on and off for years. However, this last experience I had with them in Jan 2015 caused me to swear them off completely. On December 30th, I ordered two cases of paper, one of 8.5x14 and one of 11x17 with a total of $101.23. They broke the order into two and sent the case of 11x17.
On about Jan 6 I went to the Reliable website and looked up my order to determine the status of the case of 8.5x14 I had not yet received. It appeared they must've had some technical issues because in addition to my original order (which was showing partially shipped) they listed 22 additional orders of the 8.5x14 for the original order date that said "Backordered". Then one a subsequent order that said "Canceled" and one more after that which said "Shipped."
Confused, I contacted customer service and asked for the status of the order. I was told that it was previously on back order but now had shipped. I asked for a tracking number and was given a long string of digits. I asked who the carrier was and she said "UPS." I told her that the number she just gave me was most certainly not a UPS tracking number as they always start with "1Z," which this one did not. I asked again if the order had shipped and after some "checking" she then changed her answer and said it had, in fact, not shipped.
I requested she cancel the order and she pretended to do that for me and said I would receive a refund if they had already charged the card. I asked for a cancellation number and she said that their system does not generate them. So, smash cut to several days later and I'm checking my credit card statement. A charge for the 8.4x14 posted to my account the day after speaking with the representative. Not only did she not cancel my order, she instead charged my card. On top of it, when adding together the two amounts they charged me for each partial shipment, my order went from $101.23 to $115.57.
It's not a lot, but I'm frustrated with her wasting my time by lying to me and charging my card instead of canceling the order. So, I will contact them on Monday to verify that indeed the rest of my order has really shipped and request a refund for the difference. And, our business relationship is over.
ITASCA, ILLINOIS -- Reliable Office Supplies mailed out a catalog, no. 203, that offered a free rolling duffel, which Reliable said was worth $59, with any order of $29 or more. I phoned in an order and told the operator I was ordering from Reliable specifically because I wanted the free rolling duffel, and she assured me that I would receive it.
However, when my order arrived, it contained not the rolling duffel, but a 3-Piece Travel Trio, cheaply made and nothing I would value at $59. I called Reliable and was sent to customer service. The rep told me that they had run out of the rolling duffels and that the catalog said they had the right to substitute an item of equal or greater value. Sure enough, when I was directed to the right place in the catalog I found such a declaration, in approximately 2-pt. type.
When I told the rep that the type was unreadable by these 62-year-old eyes and that I had been promised the Rolling Duffel by Reliable's operator, she said there was nothing she could do. She offered no other explanation or help, so I took down the name and address of the CEO to write to him: Sam Duncan, Reliable Office Supplies, 150 East Pierce Road, Itasca, IL 60143.
The catalog has a starburst on its inside cover proclaiming Reliable a "winner of 'World Class Customer Service' award." Indeed. The lesson? For Reliable, a promise is unreliable, an alleged testimonial is a lie, and "customer service" is a euphemism for "we really couldn't care less." Reliable seems to be an affiliate, subsidiary, or DBA of Boise Office Solutions, which itself is now Office Max. Caveat emptor. Two thumbs down.