FRAMINGHAM, MASSACHUSETTS -- I recently purchased a $55 box of printing paper from Staples.com because they were having a deal where if you bought it that day you'd get a $35 Visa Pre-Paid card as a rebate. I bought the paper, printed a receipt from my online purchase and waited for my paper to arrive. Staples estimate was that it would take about a week to arrive at my home, though I was very surprised when it arrived a few days later. I then went to submit my rebate information with their “Easy” Rebate Center. The first thing they asked for when I got to their site was my rebate offer number.
They listed three different places that you could find the number, namely, on the e-mail order confirmation I received after placing my order online, my printed receipt that I printed after making my online purchase, or on the packing slip that came with the shipment. I had already filed my receipt and didn't want to have to go searching for it so I decided to look up the number in the confirmation e-mail. After scouring through the e-mail I could find no trace of the rebate number. I decided that I'd look on the packing slip that came with my box of paper. Again, I couldn't find any rebate number.
I pulled out my receipt that I had printed and luckily there was the rebate offer number. I entered the number and the necessary information and submitted the information. A few days later I received an e-mail from their rebate center telling me that there was a problem with my rebate information. They claimed that the rebate number that I had entered didn't exist in their system and that I must have either made a typo or that rebate offer didn't exist. “Ok”, I thought, “I'm human, I make mistakes. I could have easily mistyped the number”. Upon further inspection I discovered that I had not mistyped the number, but that my rebate didn't exist in their system.
As could be expected, I was not happy. I attempted to chat with a customer service representative on their website, but their chat window has got bugs or something. I could read everything that the representative was typing to me, but I could not type anything to them in response. I was forced to write an e-mail and explained the situation. I received a response about a week later informing me that their system is on the fritz and that it has been sending out random “invalid” notices to people. The e-mail also mentioned that according to their records a rebate had been mailed February 3 and should arrive at my house in 7-10 business days.
Today, ten business days later, I received a paper card in the mail with the following message on it: “Dear Consumer, thank you for participating in the Multipurpose Paper Ream Case promotion. Unfortunately, we could not honor your request due to the following reason(s): Invalid Purchase Date”.
I am very disappointed with Staples and their rebate system. I remember many occasions, usually around Christmas time, when my father has attempted to buy things from Staples, both online and in store, that had rebate promotions with them. He was never successful at receiving one of those rebates. I guess I can say this for Staples, they are consistent. I for one am tired of dealing with such an unorganized and dishonest company.
I have contacted their customer service again and am currently awaiting a response, but I will never buy anything from Staples again and would urge others to do the same; unless, of course, you enjoy getting cheated of your money, but that's up to you.
DALLAS, TEXAS -- On June 11, 2013 I went to my local Staples, a store I've been purchasing all manner of office products from since 2007. I have turned in ink cartridges, purchased paper, utilized their Copy Center for our unique holiday card printing, etc. On this trip, after providing my Rewards number, I asked the cashier why I had never received my Rewards.
The cashier called Customer Service where I spoke to **. He was friendly in demeanor, and after looking up my records admitted that I'd been a Rewards member since 2007, but for some odd reason had not been receiving my Rewards. I told him that I had spent untold dollars over that past 6 years, and was not happy about no Rewards showing up.
The Rewards program has one register with their email, and in my understanding, presumably if enough is spent in a given period a Reward coupon based on a percentage of the purchases or ink cartridge returns is issued. He couldn't understand what had happened in my case. But, after a bit of negotiating, Kyle offered me $100 dollars in Staples Rewards, to be delivered at one time, and to be used as I wished. I agreed to that offer, and felt the situation had been if not wonderfully, at least reasonably resolved.
He sent me a screen shot of my registration data indicating all was just as it should be. But then I only was given a single $20 dollar Staples Reward coupon on the Staples website. I wrote him again about 2 weeks later when nothing more had been sent me, and he explained that due to internal workings, the remaining $80 dollars in Staples Rewards would arrive in July.
And then on July 8, 2013 I get a letter from Staples thanking me for taking the time to call Customer Service and telling me how valuable my input is to their effort to improve their performance, along with... wait for it... only a $20 dollar Staples Reward coupon instead of the $80 dollars in Rewards ** guaranteed I'd receive in one delivery (having already received $20)!
I wrote ** again, and he said he'd look into it. In my letter I expressed my understandable disgust and fury at first not receiving the Staples Rewards due me for 6 years(!), but also for him telling me to expect $100 dollars in Rewards only a couple of days after we initially spoke, a sum that never was delivered, then subsequently telling me it would come in July, which never happened either!!! Shock! ** and Staples now refuse to respond to any communication from me, including emails like, "**, I've not heard back from you. Please let me know where this situation stands."
In my case Staples has been given a number of opportunities and failed multiple times to deliver what I was told it would deliver. I would very much like to see them formally investigated so as to determine, among other things, the veracity of my claim, and if my claim is indeed valid, how many other people out there are in the same or similar boat.
ALL US, ARIZONA -- They have some sort of rewards problem. I am pretty sure that Staples is doing spam business. They claim that they will give 5% on every purchase: **. They also claim that they will give rewards on the ink cartridge recycle, if we do some ink purchase: **.
On Jan 2013, they have the promotion that if I purchased over 50 dollar ink cartridge from Staples. I could do the ink recycle to earn the rewards for $4 dollar each. I could not find the original website, but I found something similar from a deal search website: **. From Nov 2012 to May 2013, I have more than $400 rewards money in the account. I tried to purchase a laptop in Staples.com using these rewards on March. However, the order was cancelled, and they forfeited me rewards.
So, I made a phone call to their rewards department, arguing about the rewards they promise to us. They just avoid my question. They said that I am been told that I could not purchase online, so the rewards using online will be forfeit. And then, they said something else, saying that due to the record that I have too many rewards, they will not honor that, even if it is what they promised.
Someone even told me that I look that a reseller, and they do not give reseller rewards. I told them to check all the terms on their rewards program. There is no word saying that rewards could not be used online, or we could not issue too many rewards, or reseller do not get the rewards.
At last, when they could not find a reason for their mistake, you know what they did? They said that they would forfeit all of rewards from ink-recycling and purchase. Not only that they closed my account to avoid troubles that I could print all the evidence out. 00 dollar! WOW! Staples recycled the cartridges and then manufacture to sell. They made huge money from that. Now, their program is persuading people to purchase their cartridge, do the recycle, then forfeit your account. You get nothing, but Staples earns money! GREAT SPAM on your rewards program!
ELKHART, INDIANA -- Long term customer of Staples, have praised the company for years. They were my go-to store for PC & stationery supplies. Very sad to be treated so dishonestly by a company I used to depend upon. Turned in 10 cartridges in Oct 2014, another 10 in Jan, 2015, which should have produced $40 in credits. Instead I got zero. Why? Had not spent $30 at Staples in the last 180 days. I don't object to their purchase requirement policy (I now learn the $30 requirement was added in 2012) but they should not have accepted the cartridges when they had no intention of compensating me for them.
Empty ink cartridges can be sold on eBay. They have a value. And they were my property, that I gave to Staples with the expectation of compensation. Staples is able to access my Staples Rewards account at the register when the cartridges are turned in. THAT was when they should be legally obligated to say, "Are you aware you will receive no credit for these?" Staples isn't a charity that takes donations and it's not an environmental group taking in cartridges for the good of the planet.
There's only one reason to give them your cartridges and that is in expectation of compensation for them. They took my property, gave me nothing for it and their answer now is to point to the fine print in their policy. Too late. The time to be talking about the policy is when a customer is giving you something they won't be compensated for. To not do so is dishonest at best, bordering on theft. Have purchased my last PC equipment and stationery supplies from Staples.
COOS BAY, OREGON -- Staples offers what they call a "Rewards" program. It's not a rebate. When I turn in used printer cartridges they credit my account for $2.00 per cartridge but they insist that a customer wait 4 to six weeks to collect. I just made arrangements to collect my most recent rewards. My intent was to purchase a four-pack of the ink which I use. I checked online and it appeared that they had the large 4-packs for under $60.00. When I got to the store I couldn't find that product. Instead there were packs with one large cartridge and three small. That description was not as plain online.
They have what they call a "Product Concierge" at an e-mail address. I wrote to them and my e-mail bounced. I wrote to another e-mail address and it bounced also. I kept copies of the e-mails but don't think I should include them here.
CROSSVILLE, TENNESSEE -- The store clerks don't know how to obtain rewards program status. I was in their computer, but "online" had no record of me, no rewards, nothing. Turned in 5 ink cartridges and they said it would show up immediately "online". Day later, nothing! VERY frustrating to use their website and it freezes up and stalls frequently. I am on cable internet with Staples i7 HP laptop. Hard to redeem points when you cannot obtain the coupons.
I have had a Staples Reward card for 10 years and given them many thousands of dollars of business. When I changed jobs they started giving my rewards to the business I left and said I could no longer have my Rewards account. This account was in my name, not the business name. Customer Service was very helpful - basically told me to "get over it" and left me on hold for an hour when I asked to speak with a supervisor.
CHICAGO, ILLINOIS -- I recently joined Staple's Cash Rewards program with the understanding that on a quarterly basis, I would receive a 'cash reward' based on a percentage of how much I spend during that respective quarter. The program itself is great. I spent enough within one day that I received a return in the hundreds. After receiving my first reward check I went to Staples and purchased an adapter to hook up my iPod to my car stereo. I was skeptical of the product. However, being it was a 'reward' purchase I thought 'who cares'.
Once I started using the product, I realized it was terrible for the price I paid. I packed it up and took it back to Staples to take advantage of their 'Easy Returns'. This is where my complaint begins. I went back to the same Staples and they accepted my return with no questions. However, when they tried to process my return, they kept receiving a message on their system saying it was denied. This happened a couple times before the manager was called. The manager looked confused and then explained to me that the system is saying I am attempting to return this product for the second time. I said that's impossible.
He then gave me a phone number and asked ME to call that number to clear it up. I then explained to him that maybe the system is confused because I purchased this product with my rewards check. He said 'No', that wouldn't cause an issue. So I pulled out MY cellphone and called the number provided to me by the manager. The company I called was a third party that handles rewards programs for several other companies. They informed me that the reason I am not able to return my product is because I used a rewards check and all purchases made with a rewards check cannot be returned OR exchanged.
At that point, I became so upset that my face turned so red that if you were to write 'EASY' on my face, I could have been mistaken for an EASY button. I was then told that my only option was to exchange the product for the same product (not much of an option). I grabbed my product back from the cashier in disgust while losing my respect for Staples and its 'reward' program. I was absolutely surprised at how quickly Staples was able to reject my return and let me walk out the door unsatisfied after spending thousands of dollars in just one day.
NORTH BABYLON, NEW YORK -- I have had a Staples Rewards account since July 2008. I haven't used it much until last year when I spent almost $600.00 at the store being sure to give my rewards account number with each and every purchase. The cashiers always make sure to ask you if you have a rewards card (like you'll be getting some kind of savings in return). What they don't tell you is that it only works for purchasing business quantity ink & toner, cases & reams of paper, and the copy & printing service.
The other thing they want you to do is check online to see IF you have anything awarded back (I have a life Staples! Yours is NOT the website I log onto when I do have time it browse the web!!). Why not just mail back a small percentage of what folks spend in your store every so often. It would be a nice surprise to find in the mail that would surely keep me coming back to your store. You have just turned me off as a customer & I won't be coming back!!