Staples.com is a very unreliable website when it comes to in-stock or out-of-stock products. I went online to their website yesterday and found this HP laptop that I really liked and I checked their in-store availability because they were out of stock on the website. I remember seeing that the product was still available at some of the locations around me, so I went to one of the stores to buy it.
After I got to the store, I spoke with an employee there and asked for the product. He looked up the product in their system and told me that this store is actually low on stock. That employee then went to check if they have the laptop in the back and returned to me with a "no". He also suggested that I try a different location that was nearby (about a 25 minute drive from where I was). But before I drove there, I decided to call to make sure they have something there, which was a very wise choice because as expected, they were out of stock too.
Apparently I double checked this time online and saw the check store availability list and both stores were still listed as they were in stock for the laptop. Fortunately I didn't give up that easily, so I continued refreshing the webpage that I was on for another couple of times. After refreshing the page, I noticed that the Staples website was updated and I could actually place an order online. This time I placed an order and was a little confused as to why the delivery date changed from 1 day to 4 business days in between the time I added the item to my shopping cart and the time I was about checked out.
But that was not a big deal for me so I placed the order as it is. The problem came when I was called by a customer representative today. I did not know my order was put on hold from yesterday until I made a second order today for another item. The representative told me that my order for today did not go through because the phone number I gave them on my card was my personal contact number not the primary cardholder's number. I wasn't aware that the number I provided was a different number but I was able to give them the correct number within seconds to fix it and allow them to put through the orders.
Now the second problem came. I asked them "If my order from today was put on hold, how did the order from yesterday go through?" The lady looked at all my orders and answered me that the order from yesterday was actually on hold as well. She then said the laptop I wanted is no longer in stock so my order from yesterday for that laptop cannot be fulfilled. How great is that? To find how all my time spent trying to buy this laptop has gone to waste? It wasn't a great feeling for me and I probably would never have found out that my laptop order wasn't put through had I not asked about it.
After this experience, I can only say that I'm very disappointed about the unreliability of the quantities listed as in-stock on the website and even in the stores. I'm also extremely unhappy that after spending all this time, I still don't have a laptop and that customer support is very inefficient. They could've called me earlier and I would've supplied them with the correct number. Then I wouldn't lose the chance of getting the laptop I really wanted while they were still available. I probably will never place another order online with staples ever again with this kind of bad experience and service.
SOUTH ELGIN, ILLINOIS -- Thankfully we have Associates like Michael ** who made our shopping experience very pleasant. We are not very computer savvy and the Associate took the time and effort to answer all the questions we had. The Toshiba Laptop Satellite was on sale. The Laptop was not in stock but was delivered the next day from a different store. We declined the Extended Warranty Plan, no problem and got all the rebates. We could not be happier.
ROCKVILLE, MARYLAND -- I have been issued three “easy” Reward Cards whose values (total: $58) have unaccountably fallen to zero. Ride “Chats” and telephone but got nowhere. I have run out of time and patience, and conclude there is no point to trying to redeem any value. Staples support has been circular, unhelpful, and a waste of time. I have concluded that these reward cards are basically a scam. Office Depot recently came across as reliable and trustworthy. Big difference.
MESA, ARIZONA -- Dillan, one of the workers at Staples, told us that we had a 2 year warranty to December 12, 2014. We told him we would wait until Black Friday to get a 10 inch Samsung Galaxy in turn for the 2 year warranty. We came back to Staples on Black Friday and the store manager said the warranty was a 1 year warranty! We argued that Dillan told us that it was a 2 year warranty. They didn't listen. In the end, Dillan gave us our 40$ back, but still we didn't get the warranty! What a scam!
ORLANDO, FLORIDA -- I purchased a printer on 10/28/2011 and when the sales person asked me if I wanted to purchase the coverage plan for 2 years, I asked if the 2 years started after the 1 year warranty that printer was under, sales person told me yes it was, so I would have a total of three years.
Fast forward to the present, I brought the printer into the Staples store on Alafaya Trail, Waterford Lakes and went over to the Easy Tech support desk. I showed the tech the printer and told him that I was receiving a message error that implied something was stuck in the printer and I couldn't find it. The tech asked me for my receipt, called someone because the date was 2011, came back and told me the printer was still under warranty. The tech couldn't figure what was wrong with the printer, so he told me to call the 1-800 number for Customer Service and they would assist me.
I called Customer Service all ready to receive my postage free box to send out the printer for the support people to fix and was told that my warranty had expired. I went over the whole conversation that I had when I brought the printer into the store and all Customer Service could say to me was, “I'm sorry, but your coverage started the day you purchased your printer, not a year later.”
I went on to tell her the story again, where the tech called and asked if the printer was under warranty (which he said it was), so I said, “the sales person sold me a protection plan under false pretenses and the tech person wasn't truthful when he told me the printer was still under warranty – you're Customer Service, what are you going to do to correct the situation?” A sorry was all I received!
I called the store, talked with the manager and told him that I never shop at Staples, I was in another store nearby and decided to go in and look around. He told me I was under the old coverage plan… And that matters how? This incident confirms why I don't shop at Staples and never will again! I'll shop where I always shop – Best Buy – where the sales people are honest with the customers, because they want you to come back.
MATAMORAS, PENNSYLVANIA -- OK 1st off a couple weeks ago they had a office chair on sale for 89.99 online ad. It was Saturday night and almost closing time so I called the store. They had 1 left in stock and I asked they hold it till the morning for me. They took my name and held it. Everything good so far. I go to the store at opening time, go to pay for the chair and it comes up as 160+. I said "wait this is 89.99" and was informed the sale was over and it is full price now. I said I reserved it last night but they said I should have reserved it online to get sale price. When I told them that it said it was a clearance and low stock and would not let me do it online.
I called the 1 800 number when I got home from store and the person I spoke with said they should honor the sale price because I called them while the sale was on. I went back to store, explained what the person said and they stated they would call corporate and get back to me. Never heard a word from them. I stopped into the store a week later and spoke with the manager and was told "we called you" which I showed her my phone log and there was nothing on it. Oh well I leave.
They have the chair on sale again for 99.00 so I said heck with it I'll go get it. When I arrive they have no more in stock but the floor display one. OK then they tell me it will be another 10 bucks because of assembly charge. I looked at the girl like she was nuts, I said "um every other store I have ever bought from sells the display model less than the currant price, not more." She said it's a assembly charge. I said "well I have to take it apart to get it in my car so I don't need it assembled." She says "sorry if you want the last one the display, it's an extra 10 buck." So I said "you know what, I will never buy from Staples again." And walked out. This is just sad.
ALEXANDRIA, VIRGINIA -- I am small business consultant and used to shop at Staples to pick up laptop, desktop, printers & accessories etc for my clients. I used to shop there so often (1 to 2 times a week) that most of the staff personally knew me. Then a "new" manager was assigned to the store and that's when the problems begin. I was at the Staples store at Potomac Yard, Alexandria VA and they had a system on Clearance on the floor and I picked it up at proceeded to pay for it. As usual I was harassed for Extended warranty of $200 for $400 system. Common sense would dictate that it would absolutely make no sense to buy an extended warranty for the system at 50% of the cost.
I just played along as I was used to the game and in the end refused to buy the warranty. I gave my rewards card number and the Asst Manager pulled out my company name and noticed that I had the word "Computer" in the company name. At that point she informed me that since I was a reseller she would not sell me the computer. I though she was joking as I had bought from her 100 times before. But she called the "new" manager and he agreed with her and gave me the number of the President Office at Staples (which is also the same BS customer service to placate irritated customer, no action is ever taken) to file a complaint but refused to sell me the system.
I informed him that the store was in Crystal City, Virginia where more than 80% businesses are computer consultants selling to Federal Government. If he had these policies he would have no sales but the "new" manager would NOT budge. I walked out of the store empty handed and my purchases of $25K to 30K per year with Staples are now zero and I constantly encourage all my clients NOT to shop at Staples and buy their toners and supplies online from Amazon at much cheaper prices and better customer service.
After reading the New York Times article dated Sep 9, 2012 about these same Staples practices, I felt vindicated and hopefully the Staples management will soon realize that it makes NO sense to walk a "paying" customer in order to sell an overpriced warranty BUT who can understand the logic of the "SMART" marketing heads at corporate office.
WYOMISSING, PENNSYLVANIA -- I have been in the market for a new printer for our small business for about a year and a half. I have compared printers online and still was not sure which I should buy. I have always bought HP products so I was inclined to stick with them. I did not seek help when I went to Staples because my past experiences when I've needed help have not been good at all. They seemed to be cashiers roaming the store hoping no one asks them any questions, and when they do, they were not knowledgeable about any of the products. So this morning when I went in to buy cartridges for the printer that needs replacing, I browsed the new printers yet again.
A sales clerk saw me looking a particular printer and came over and told me that they have had returns on almost all of that particular printer sold and asked what exactly I needed in a printer. I told him and he directed me to an Epson printer. It was one of the cheaper printers so I inquired what made the next one ($100 more) worth the extra money. He explained the differences between the two and instead of steering me towards the one that was $100 more, he told me that for what I would be using it for, the cheaper one was actually a better fit for me.
That salesman's name was **, Tech Sales Supervisor at the Wyomissing, PA store. He was the most courteous, helpful, informative salesperson I have ever encountered. They were out of stock of that particular printer in the store and he offered to order it online for me and ship it to us. I however, came home and ordered it myself. I felt relieved to finally have made an informative decision about which printer to buy after trying for so long to figure it out myself.
Thank you **! I hope the right people at the Staples Home Offices read these reviews and reward employees for their superior service. I hope you move up in this company. You certainly have the knowledge and the people skills to go far in life!
CUPPERTINO, CALIFORNIA -- Very bad experience! I came here because we had a gather with my friends in this area. I went to buy 3 gift cards to give to my friends. After I paid and signed, they started to activate them. But they could not activate the 3rd one. Without asking my permission, the cashier canceled my 3rd gift card, and then his manager came out and void the cancellation. At last, they charged me all 3 gift cards' price, but only 2 are activated. Then they told me that they could not do anything.
They could not active another gift card to me, so I was angry and said that I wanted my money back. (I don't want to buy the gift cards here.) They said that I could not return the gift cards unless I came another time when their manager and their banker was at work. I lived very far, so I refused to come another time. I wanted it settle down this time. To me, you either give my money back or give me a 3rd gift card. The cashier and his supervisor said that their operation manager had more power than them, and they called the operations manager (named Carrie **) many times. The operations manager refused to come out to meet me to settle this down.
I am pissed off by their behaviors. They even let me call my credit card company to cancel the transaction, but the bank didn't have the right, but Staples should do that; or after the transaction posted, I disputed. I understand the banker's explanation. But Staples people said that their system could not void my transaction, so I could not even dispute the transaction later they have my signature. I must come back once and that's the operational manager's decision. Till here, it's already one hour passed.
Finally, their operations manager told them that they could void my 3rd gift card's charge. They wasted my time, and they could not give me an satisfying solution. Later I called Staples Customer Service to complain this and they told me that they could not do anything. In other retail stores or online store, they could easily solve this kind of problem. Why does Staples use this suck system, stupid policy, irresponsible salesman and operations manager? I am sorry for this tedious and not logical review, because I way too angry. I will never ever come back to any Staples!