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Staples Consumer Reviews - Page 2

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Used Merchandise Sold as 'New'... Error on Credit card... Poor Help
StarStarStarStarStarBy -
Rating: 5/51 - Consumer improved rating by 4 stars

MAINE -- I bought a "new'' computer for $550 and it arrived in a box that did not have that smooth cardboard box. The box had nips and punctured holes and a weathered look to it. Additionally, the computer base had what appeared to be fingerprints on it. Within the 14 day return policy, I took the computer into the store with a receipt, showed the manager the box and he said they did believe it was not a used computer and refused an exchange. The computer had a one year warranty. Electronics can be funny. They can be defective, have been dropped, abused, but it may not show up for a year or two later.

Ok, I go into Staples again on Nov 28. A Samsung 24" monitor was on sale for about $100.00. The store had about 7 of them on a high riser in the store, none on the floor. I asked 3 salespeople for help to get one down to buy it, all 3 said they would get someone. After about 20-30 minutes of waiting, I walked out. Now there are issues with not being credited $50 after opening up a Staples card and making a purchase. I used to shop at Staples every other week for years. Those Staples boxes used to be .25 when they first open, that's how long I bought many computers, GPS, other items. Not going into a Staples again.

Update 06/12/2015:

Went to Staples about the issue, they took care of it. Made me very happy. Excellent customer service. Something happen that was out of the whelm of Staples

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Item Not in Stock at Store; supposed to Ship to Home
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BLOOMINGTON, MINNESOTA -- I saw an iPad on sale on Sunday 12/7/14. Basically the store was empty but waited for the lone salesperson to help me. He said they did not have the item (of course) but he could order it for me and will be delivered to my home. Great. When he was confirming, the price had magically went up $75. I said I only want the item for the advertised price, which he asked the manager if they could do and they complied. It was to be delivered 2 days later. After 3 days I called the customer service number and she said my item was on backorder and they don't do backorders so I need to go into the store to process a refund. Stupid.

When I arrive at the store, the obviously sick girl at the register said she can't refund my money for an item I don't have. After explaining to her that is the problem...I'm not going to get the item....she informed me I have to call the same customer service # that just sent me to the store!! What? I have never heard of such nonsense! The manager was no help except to apologize. They said it would be done in two days. Four days later, still no refund and when I call again they now say it was submitted but the refund will not arrive for 10 business days.

This company is so awful. I will NEVER shop there and of course I am telling everyone I know to not shop there. They all seem to know that already. I do not know how they are still in business. I hope I get my $300 before they shut their doors though!!

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Staples Upholds a Policy of Discrimination
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I (an American citizen) ordered a scale online from Staples and received an email confirmation of my order. Staples usually takes a long time to ship but it is free so I never complain about that. But after quite a few days I start to wonder where my scale is. I log into my account and see that the order was cancelled. I was never informed of this cancellation - I even checked my spam folder - it was just cancelled. So I Chat Live to find out why and I'm told I need to call their 1800 number.

I do and after a few transfers I finally get someone that tells me I used an international credit card to order and they only accept American credit cards. WHAT?! That is ridiculous. Why would you only accept American credit cards? It was a Visa card, not exactly foreign. It is technically an "American" credit card as it was issued in Puerto Rico which is a territory of the United States. My husband, (also an American citizen as are all Puerto Ricans), opened the Visa account in Puerto Rico. Why would Staples insist on such a discriminatory policy? Perhaps in the future I will have to verify my citizenship in order to purchase tape and cardboard boxes online. Shame on them.

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Price Match Fraud
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Bought software from Staples and contacted them via chat live regarding a price match. Started the chat with my order# and the price I saw elsewhere. I even added the link for the price to speed things up. The price match was rejected, so I added the next best price, which happened to be Amazon.com. Over 30 minutes later I was asked by the representative to provide an order# if I order and the price match as approved. Over 30 minutes later and they didn't even figure out that I already ordered.

Anyhow, I got the chat log emailed to me and now, 5 days later, I am finding out that Staples reneges on the price match. Maybe, because I complained about the poor customer service (chat session). I will flag the purchase as fraudulent with my credit card company. I will not buy from Staples again and can't believe that Staples will not honor the price match it gave to me in writing. Check your credit card if you were told that they will price match for you.

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Beware of Staples
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PASADENA, CALIFORNIA -- They have a service they sell from about $135 to about $150. You THINK you get a complete cleaning of your computer, blasting out and/or discovering any hidden viruses, and removing them...NOT SO! ALL THEY DO is perform ON A ONE-TIME BASIS the exact same thing that Norton, McAfee or Malware will do for you (and with those three, you get so many years to do it over and over) but with Staples, you just get it done once.

What do they do for their $135??? Just run a virus check on the most superficial level. I thought (should have made it clear) that they would back up the files, blast the computer clean and reload those programs back but they said, "err no, you didn't pay for that..." When I asked "what did I get?" they said "we just run (essentially a virus check)."
Don't spend that amount of money for a virus check.

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Getting a Paper Put Into a Folder for a Project!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LONDONDERRY, NEW HAMPSHIRE -- First I will preface by saying I have been to the Manchester NH location and they are polar opposite... I went into Staples this am. They were not busy and I asked if the clerk was busy - he replied no. My request was to punch holes in the report and put the spiral binder on. The clerk was rude and gave me a hard time - that I should call first, that he will do it for me today. HE WAS DOING NOTHING!!! WHEN I GOT THERE!!!

This guy Ian is a lazy employee and just did not want to do it. He did it and I left and was so angry by his rudeness that I forgot to drop off my UPS and buy packing supplies. I drove to the Manchester NH store and had the opposite experience. I think I will find another option to using Staples!!!

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Return Pens
StarStarStarStarStarBy -
Rating: 5/51

HERMITAGE, TENNESSEE -- We purchased your brand pens and they went through to the other side of the paper. Upon returning the pens the service lady was so helpful in not only returning the pens but helped me with a great pen that works well. She took the time and knew the products and I really appreciated her effort. Now, days finding someone to help at any store is a chore. But when they help generally will point the direction to you. She (Kat) took me right to the section and I had what I needed in just a few minutes. I told the General Manager and he gave me her name so I could send a comment to the great service on the web. Thank you. Satisfied Customer!!

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Awesome Service From Tech Person.... So Kind And Knowledgeable!
StarStarStarEmpty StarEmpty StarBy -
Rating: 3/51

OCEAN TWP, NEW JERSEY -- My computer screen/monitor on my Laptop ceased to work. I called the Staples store where I bought it (I have 12 months tech service contract) expire date 8/14. When my monitor ceased to work I called the stores and after providing all my info I was told to mail it to some place called Square Servs? and gave me a number.

I asked if the Tech would just look at my Laptop that maybe it wasn't a major issue. He said he would look at it but he would charge me $69.99 to do so... I could get nowhere with him so I just terminated the call... I called another Staples store in my area and not only was I told to bring it in but there was no charge to look at it.... The tech Ms. TeiAmber ** checked it out and said it was not a major problem just that the computer was in 'sleep mode' and showed me how to alleviate this problem if it ever happened again.

Since I received such informative service from Ms ** I will continue to use Staples for all my future needs except I will switch from the Shrewsbury NJ store to the Ocean Twp Staples store all due to TeiAmber's expert and kind treatment. She should be commended for her great service and attitude. Very rude tech support people in Shrewsbury store... Sad but true.

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Excellent Service During A Difficult Time
StarStarStarStarStarBy -
Rating: 5/51

CHICAGO, ILLINOIS -- I was in the store a couple of weeks ago to prepare an obituary for my brother. His death came at an unexpected time and my family was completely unprepared. Because of the nature surrounding his death time was an issue. We had a very small window to get the obituaries in time. The employee in the copy center was able to pretty much walk us through the process, all while maintaining a sense of compassion for us in this situation.

There was an issue with the paper we chose but he was able to offer us an adequate alternative. I can't begin to express my deep appreciation for such fast and helpful service during such a difficult time. This was such an important thing that needed to be done, and with the employees help it was quick and pain-free. Making things that much easier. Thank you.

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Returns Fiasco
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LOS ANGELES, CALIFORNIA -- I am submitting this complaint after having contacted Staples'€™ Office of the President team of customer relations representatives. I spoke twice with ** and was promised a call back from his supervisor ** which never materialized. My experience was with the Staples store in West Los Angeles on Santa Monica Boulevard. I purchased a Western Digital external hard drive at a different Staples location and within the 14 day return policy period (8 days) I brought the unopened drive to the Staples store, with my receipt, for return. The cashier called over a store manager to approve the return.

The store manager examined the packaging, which was never opened or even touched by me, and decided he needed to completely destroy the packaging and compare the serial number on the drive case to that on the packaging. When I questioned him on why he found it necessary to destroy the tamper-proofed packaging, he responded that it was policy. The examination of my product took several minutes and was done in plain view of other customers at one of the cashier stations in the front of the store.

While the product was being examined by the store manager, I asked him what would happen if the serial numbers did not match as a result of an error made by the product manufacturer. His response was that Western Digital did not make mistakes, so that was impossible. The store manager'™s examination validated that the product serial numbers did match and the return was accepted. My complaint and concern stems from the very real possibility that something did not match through no fault of mine.

The sealed product was now very much unsealed, I was humiliated in front of other customers by the actions of the store manager done in plain sight, and I was very angry that I was made to endure this waste of my time. If Staples cannot trust the tamperproof packaging of their manufacturers, they need to take that up with their vendors, not take it out on their customers. Telling me that it was not possible that a mistake in packaging could have been made by their vendor is just plain fantasy and I very much doubt that their vendors would support them in their statement that a mistake is impossible.

The office of the president customer relations representative assured me that he would: forward my complaint on to both the district and regional managers, follow up with me and share what corrective actions were taken and work to make certain that other Staples'™ customers were not subjected to the same treatment shown to me. I have no idea if item 1 was completed, but I waited 8 days to hear back from Mr. ** before calling him back for status. I told Mr. ** I would not be shopping at Staples until I was comfortable that my complaints were properly addressed.

This incident could have been much worse had there been a serial number mismatch, but I do not want to wait for that to happen to me. Staples needs to protect themselves from shrinkage and theft while at the same time respecting and valuing their customers and the customer experience. Staples chose only to worry about themselves in my experience paying absolutely no attention to their customer. I choose to give my patronage to businesses that value me as customer. I was concerned that the store manager might be a rogue employee so I reported my experience to the corporate office.

What I discovered is that the treatment I received was acceptable all the way up the corporate ladder. Bye, bye Staples and hello Office Depot, Office Max, Best Buy and the like.

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2.7 out of 5, based on 148 ratings and
275 reviews & complaints.
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Staples
500 Staples Drive
Framingham, MA 01702
508-253-5000 (ph)
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www.staples.com
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