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Staples is like the rest of them.
Posted by on
I purchased a new two hundred dollar HP printer from Staples about a year ago. While paying for the product I was informed that they also sold an extended protection plan for an extra $30. The Staples employee (who was some sort of manager) told me in specific terms that if the product broke, I could return the printer “no questions asked” and would receive a “gift card for the original purchase price”. Two months ago the printer started showing errors when I installed new print cartridges, so after a hour of trying to fix it, I lugged it back to the Staples store I bought it from. There I was informed that Staples had no responsibility over the product or the plan, and that I had to call some third party company. So I called, expecting to have someone go over what kind of problems the printer was having, but instead the third party company said that they were going to ship a refurbished printer out. A little more than a week later I received a refurbished printer body, and instructed to take pieces off my original printer and add them to the refurbished one. Not only did the refurbished printer have the same problem as my original, but its screen had missing pixels and it made a loud humming noise while it was on. Fast forward another three weeks, three more phone calls, a fourth party company to replace the refurbished printer, and a second non-working refurbished printer. I just got off the phone with 1-800-Staples, who informed me that the original problem was with a part of the printer not covered by warranty or the plan, but now that I had received a refurbished printer the plan was void.

Staples lied to me to my face while I was in the store, differ responsibility for the products and warranties they sell, and associate themselves with third party vendors who have no intention of helping you if it means that they might have to take a loss.

This is not an attack on Staples, I have been a very loyal customer for year (can’t stand BB’s customer service), but this is the first time I have had to utilize the protection plan that I paid for (have bought maybe 6 all together), and I feel as though I have been abused. Please be careful.
     
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raven2010 on 2011-02-19:
My suggestion would be to read the protection plan pamphlet before plunking down your cash, no offense.

Very few of these types of plans are worth the paper they are printed on, regardless of the item they are "protecting"
Skye on 2011-02-19:
RAVENNNNN! Long time no see. Hi!~
raven2010 on 2011-02-19:
*HUGS SKYE* hiya!!!
Skye on 2011-02-19:
Hugs back at ya!
Venice09 on 2011-02-19:
Raven, exactly! When are people going to get wise? And from what I've read, Staples is notorious for doing this. If I couldn't see the terms in writing and receive a copy, I'd pass on the plan. And even in writing, it wouldn't be worth the hassle of getting the terms honored.
leet60 on 2011-02-19:
+10 raven2010. I have worked many retail jobs over the years at many different companies. The "protection plans" offered are rarely, if ever, directly from the retailer; rather they are always 3rd party companies.

The salesperson is almost always REQUIRED to offer you the plan and almost never has valid information regarding it, other than a 5 minute training that may or may not have been done.

Overall, these plans are rarely of any value other than to line the managers pockets with a bonus for meeting a sales quota.
trmn8r on 2011-02-19:
Printers are pretty much disposable these days. Therefore I would not spend money on an extended warranty. I don't buy any extended warranties. The only exception was a certified pre-owned car I bought. Turns out I had one failure that was 60% of the warranty price, but I did have piece of mind for three years.
Venice09 on 2011-02-19:
Extended warranties used to at least buy people peace of mind, but now they don't even do that. Companies are becoming more and more reluctant to honor these warranties and are always looking for loopholes. Some are even downright deceptive when pushing them on customers.

I've gotten my money's worth out of warranties in the past, but I'll never buy one again.
HonestForSure on 2011-02-19:
Echoing that of others here, there are way too many gullible people who fall hook, line and sinker on every word uttered by a retail sales associate. Many get burned as the OP did here. On printers, the mfr replaces with a refurb in year one for most. You are sold a "year 2" plan - so what? If you have to read "fine print" to determine what you are being sold, it ain't worth the paper it was written on. Extended service plan administration and sales degenerates the entire retail consumer electronics industry. Online (only) retailers offer a much better shopping experience.
Kahula35 on 2011-09-08:
The dilemma with warranties is that many customers end up trying to scam them as well. I very recently watched a young man try to inform a Tech that his 3 month old laptop must have suffered a "power surge" when he very clearly had dropped it and he had no protection plan.

I have also heard from dozens of people who have had very pleasant and successful experiences with protection/replacement plans.

Technology is a joke these days as manufacturer's have planned obsolescence. Printers are built as cheap as possible to make the customer feel good about saving so much or getting such a bargain of a printer/any item at 60 bucks, whatever. Therefore the lifespan of these items stink. Protection plans are better than ever honestly cause odds are they are going to break down. Unfortunately many customers misuse or do not know how to properly use the items and the warranty companies must refuse or they would go out of business.
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Every third month is broken
Posted by on
STAMFORD, CONNECTICUT -- I bought my laptop in the Staples & they offered me if I want to buy one more year extra insurance, and I got it... they told me if my laptop break they'll fix it, and if it's break more than 3 times, they'll replace it... but guess what, my laptop broke 5 times :/ :/ still didn't get any replacement...it's always same problem (black screen, shutting down by itself)... every third month my laptop is broken and I'm dropping off to the Staples so they can fix it, and they were keeping my laptop 3 or more weeks, which means, they spent more time with my laptop than I did,... anyway, last time I insisted for replacement, they told me I need to speak with someone else, they can tell me anything about it, so they gave me the number of some supervisor from Staples... I called and explained what was the problem, and lady goes like 'can you take battery from your laptop, and plug in, than start your laptop, than shut it down, than put battery, than this and that... so of course I told her "I'm sorry I can't fix it, I can't test it, even people from service couldn't do anything about it, they were just fixing temporary"... so I told her I want to speak to somebody else about replacement, than I got so, some guy on the phone, and I explained to him everything, every detail, but he told me that I can't get any replacement because my laptop was fixed to times at the HP and 2 times at the Staples...and I go 'so??'... than he told me my laptop should be fixing 5 times at the Staples, than we can talk about replacement... OMG... I was totally upset, 'cause they really don't care about it, they don't care about anything, they just care how to sell it to you & that's all....later just forget about them.... anyway, I drop off for the 5th time my laptop to the Staples, and told them they should fix it as soon as possible, 'cause I have to go to Europe (in 20 days) & stay there for a 4 months & I need it as soon as possible,... I call the today and they said my laptop should be fixed in 3 weeks... they r CRAZY!!!! I said I don't care anymore, just want replacement!!!! so they r supposed to call me,...I'M NOT GOING TO BUY ANYTHING OVER THERE!!! I'M NOT GOING TO MAKE STEP IN THAT STORE!!!!!! BAD BAD BAD
     
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Very Bad Customer Service At Store. Good Service At Presidents Office
Posted by on
NORTH BABYLON, NEW YORK -- Today is 8/6/10 This is regarding the store on DPA North Babylon, NY
In June I went to Staples to buy a stapler. When I was looking at them on the wall a sales clerk asked if he could help. I said yea, I want a stapler that I won't through away in a month. He was dumbfounded and didn't know what to say. I told him forget it. I picked out a Staples brand one touch stapler and bought two. For a month it worked great, I loved it. Then it started to get jammed up and the Staples were coming out wrong (short sides going out instead of going in) I brought it back to the store and some chick was trying to tell me that it was supposed to do that. I started to argue with her and decided, without proof I have no legs to stand on. I went to my office to bring both the good and bad staplers to them to show them the difference.
I went back and got a different girl at the register. I explained that the stapler didn't work anymore and I wanted to exchange it for another. She called someone over (it was the same girl) she said Oh I had one of these this morning, I said no it is the same one. She said well that's the way its supposed to be. I said: really? then why is this one bending in (referring to the not broken one) then I stapled both and showed them the difference. They still were arguing with me saying its the way it supposed to be. I said what is wrong with you people, can't you see the difference. they said its the way its supposed to be (I think they were from the Stepford wives). What do they think that I am blind and an idiot?? I was furious with them. Then the store manager came over and said they would exchange it today but in the future I would need the packaging. I said its a stapler, not a TV, I would not have kept the plastic "cage" that you need a razor to open. She repeated herself. I figured what the hell, I am getting a new stapler, I'll not argue any more.
The cashier started the return but because I used a Staples reward coupon to pay for it and the coupon expired on 6/30/2010(even though I used it back on 6/1/10) their system would not return the item for the amount I paid for it, I was only going to get $3 for it. I said I don't want a refund, I only want the stapler. They said they can't do anything about it, I would just have to buy a new one. I said to her you know you are right there is nothing you are capable of doing, I will take it up with corporate.
I get back to the office and immediately call the "Presidents office" where first I appologize for being rude then explained my extreme frustration. The man on the phone didn't really sound too interested but sent me via email coupons to purchase a new stapler. OK so I got what I wanted except there was no justice done. I explained to the guy that I really didn't want this to just sit. I wanted someone to call the store and tell them it was wrong to treat a customer like that (like I was stupid) because this was not the first instance of trouble at this store. two years ago I purchased something, brought it back two days later unopened and they refused to take it back (because some company they get approvals for returns from was closed due to wild fires in CA). He said he understood and would forward the message on. I really doubt anyone will do anything about it so I figured I would vent here........
In the future, I will either go somewhere else or shop at Staples on line. I really don't want to ever go back into that store. They are morons there. I mean really, they had to argue about what a used staple to supposed to look like. And if indeed it was supposed to look like that, then why did it not look like that for the first month and 1/2? OMG
     
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shootingstar1284 on 2010-08-06:
I don't really have any advice on the customer service as it seems the corporate end took care of that, but when you say the staples are bending out instead of in, are you talking about the part of the staple on the back side of what you're stapling? Most staplers have a base that rotates to have the prongs bend into each other or away from each other. Could that be the issue with your stapler?
onemomm on 2010-09-08:
Believe me, the store manager will receive a email from the presidents office about this. The email generally asks the manager to reach out to the customer and make it right.
phoenix33 on 2010-10-31:
I work at staples and if this had been at my store I would have kindly shown u the small metal plate on the base of the stapler that switches which way the staples bend and sent you on your way.
Anonymous on 2010-10-31:
I use a Swingline Comfort Grip Stapler. It is purple, black, and yellow. I purchased it in 2002 and it is still going strong. The staples curl under on the back of the paper. Here is a link for one:

http://www.simplysolutionsinc.com/Swingline-Comfort-Grip-Staplers_p_43125.html

In the office I used a Swingline 48204 Heavy Duty Electric Stapler. It has a 40-sheet capacity. Again, never a problem with that one.

A staplers sole function is to fasten papers together. As long as it does that, I never really gave much thought to what the staple looks like on the back of the page. I understand though, that this bothers you but it isn't ordinary or usual to be THAT upset about it. That said, the employees at Staples most likely had not run into this serious an issue with a stapler in the past and were at a loss as to how to conduct themselves. They don't manufacture these things, they just sell them and although you have every right to expect your money's worth, it seems that your attitude put them off from the very beginning.

Any time you have to apologize for your behavior, you already need to think twice about how you contributed to a situation going down hill. I am glad you achieved some resolution and I hope you have better luck with one of the products I recommended.
Unhappy Customer on 2012-04-12:
Staples did the same thing with me regarding a return on a defective item where rewards coupons were used and they were VERY rude and also lied to there corporate office when contacted/ There corp. office chose to agree with them as there policy on a defective item returned with rewards coupons is that u lose the value of the item, u only get credit on any cash u added. What is the point of the reward program if you lose anything that u get with it if turns out to be defective...terrible, terrible, terrible customer service!!!! The worst!!!!!!!!!!
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Store Manager customer relations
Posted by on
RIVERSIDE, CALIFORNIA -- At approximately 9:30AM, on June 24, 2010,I stopped in Staples in Riverside, Ca. The Staples store is located on Magnolia Ave. I was completing a color copy of my birth certificate and an error in copying was brought to the store manager attention. He "stated he would take care of it and the lady in printing would take care of it" When I went to the back area, she became rude in front of the store customers. I was unable to talk to her, due to her stating"printing color copies are forbidden by law of official documents. I had made copies of my own and had no problem. The store associate was embarrassed and did not make the copy as was directed by the store manager. I said"that is OK, I will copy at another store". The manager became unprofessional and immediately gave me $1.00 out of his wallet and said"here is the money and I had only spent 53 cent for the color copy. He was rude and I was very embarrasssed by him and the customers in the store. I said" you don't want to go there" and he played it off. If the in store camera captured the incident you would see him giving me a dollar out of his wallet as to say,"get the hell out of my store" I am a retired Probation Juvenile Supervisor. Both the sales associate were surprised of his behavior to me as a customer. He appeared to show no concern for any customer concern and was rude. I wanted to go back in the store and really give him a piece of my mind, because I felt humilated in front of the store associates and customers in the store. I doubt that anything will be done about this complaint with Staples, in Riverside, Ca. Most stores and companies, just overlook any complaint by any customer. All we do as customers, are to just decide not to go to that particular store of where the poor treatment by sales associates and store manager. Most complaints are usually ignored by the corporation. I drove down the street to CVS Pharmacy store to price vitamins and briefly vented to the sales associate, who appeared to be the store manager, dressed in a white shirt and tie. I would be shocked of any response, about the store manager, who was rude and to gave me a dollar out of his billfold. He
made me feel, "like some dog, to kick and for me to get the hell out of his face".I did tell him'" Everyone should be treated the same and don't go there ", which meant,"the race issue" He did not say a word and just looked off. I never thought that this behavior really exists. I have been to this store many times and I truly beleve, that I will not return. I am still upset of this behavior and how the two young associated, witness this behavor, by the store manager. Of course, he may deny his actions and have a different recall of what happened. Justcheck the in store camera and speak to the two young sale associates. Everyone is not stupid of color and ignore mistreatment, when you spend your money and ask questions to staff in this particular store. By the way, my stomach has been upset all day, because of this incident.
     
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*Brenda* on 2010-06-24:
You cannot make color copies of official documents. It's simple.
jktshff1 on 2010-06-24:
I would really like to here "the other side". Something else going on when a manager whips out a buck as says "Go Away" (sic) to a customer.
jktshff1 on 2010-06-24:
hear...sorry
Helpful on 2010-06-27:
Overall, I found this complaint a little hard to read. It had a lot of run on sentences. Simply stated, the flow of what was taking place didn't make a lot of sense.

For what it's worth, I would think that a manager willing to pay for the photocopy was pretty nice. I'm not sure I would have taken any offense to it.
Venice09 on 2010-06-27:
Are we now allowed to comment on things such as run-on sentences?
PepperElf on 2010-06-27:
out of curiosity why did you need a color copy of your birth certificate?

http://www.cdph.ca.gov/certlic/birthdeathmar/pages/certifiedcopiesofbirthdeathrecords.aspx
that's how you get a certified copy :-)



I don't know if it's against CA law but it may be something the company doesn't do because people might try to forge the document for various reasons
zeldaz on 2010-06-27:
I've never needed a color copy for anything in 52 years. You get a certified copy by the imprint that is placed on the paper, not the color!
Venice09 on 2010-06-27:
Exactly, zeldaz. I'm not sure about other states, but in New York and New Jersey, the document must have a raised seal to be official. The paper and color have nothing to do with it.

I'm not saying the OP wasn't treated poorly. I wasn't there, so I have no idea. But I too do not understand why he needed a color copy.
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RETURN PROBLEM
Posted by on
ALHAMBRA, CALIFORNIA -- Just want to tell you they are typical sales people working in there. When they are trying to sell you something, everything is no problem. But when problem exisits, nobody takes care of it.
I experience two problems with them within one day.
1st, I purchase a PC through their call in purchase phone number, I asked about the return policy, I was told I would have 14 days upon receipt. 9 days after I received the item, I wanted to return it. Since its quite hassle to wait for pick up, I called the customer service line and ask them if I can return this item in store. The representative answered the phone reviewed my order and said yes. After I hanged up, I wanted to make sure what is the last day I can return because I couldn't make it that day, I called again and asked the representative to count which is my last day to return. I was told the coming Saturday. That was on Tuesday night. On Thursday, I drove to their store with the PC, the PC tech called Steven checked my shipping list, checked the PC top to bottom and bottom to up, and told me to wait. After 10 minutes, he came back from their behind the scene room and told me their GM said I cann't return it to them. Simply because it has passed 14 days - based on the shipping date. So I had to call the call center in their store and this time, the representative told me they were making an exception for me they the other reps told me I would be able to return it by Saturday! Come on! I have never asked for exception! I asked the same question since I placed the original order! The representative told me she can email me the return policy which is 14 days from the time of shipping. I didn't have Internet access when I was in the store. What can I do?! Had to drive all the way back home with the heavy box again. When I got online, guess what, their return policy on technology on website is 14 days from receipt!

2nd, I dropped off the old pc I have for their tune up service since it slows down lately. The technician called after a week and told me my computer got virus. I told him I have McAFee, but he told me some times some virus is hidding from this kind of software. It made sense to me. So I paid the $129.99 and have the virus removal service. But after that, the computer doesn't run any faster. When I called them again, another technician answered the phone, and asked me to take it back again. Don't know what they are trying to sell me this time. Luckly I was able to get hold of their contracted PC engineer who performed the removal for me. He told me this is an old computer, the virus removal doesn't necessayly help to fix the problem. I should just get a new computer or buy more RAM! So they sold me something useless to my case.
     
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Ytropious on 2010-02-12:
Having a virus might cause a slowdown, but that doesn't mean it's the only possible reason why your computer is slow. 130 bucks is too much for virus removal, and having a virus protector on your computer doesn't mean you will never have a virus. It depends what you have installed and what exactly you think "slow" is.
MRM on 2010-02-12:
The only sure way to get rid of all the viruses is to format harddrive and re-install Windows. You should have a recovery disc that came with your computer or a recovery partition on the harddrive that will set your computer back to its factory settings. After you have restore your computer to its factory settings, you computer will be running fast like brand new again!

Yours truly,
The Computer King
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Staples Uses Rebates To SCAM consumers into Buying
Posted by on
I made an online purchase on Staples.com -- when going through their site I came across what I thought was a good deal. They were offering Hammermill Copy paper if you purchased at least a qty of 2 for $35.00 a case. This is still higher than Sam's and Costco, but for 1 week they were offering a $15.00 rebate per case (up to 2 cases). This brought it down to $23.00 per case. This made it a good deal. Once I received my statement I went back in online to complete my rebate for which needed my invoice number to complete it. After 3 days I received a standard email from Staples stating I was not eligible for the rebate offer. I emailed them back to find out why, because I had done everything as instructed online. Another 2 days and I received an email stating because I made my purchases on their website (which I might remind you is where I found the offer in the first place) that I was not eligible for the rebate. So, I immediately called staples.com to find out what was going on.

I told the lady what the email stated and what the ad came up and stated on the website when I purchased. She said hang on and let me check on this for you. She came back after less than a minute and said the email is correct you are not eligible because you purchased on Staples. Com and not from the actual store. I told her it did not say this anywhere on the website that it was not eligible for the rebates. She said it is there it is just in fine print and you probably just did not see it. I told her if it was in fine print it was so small it would not even blow up to be visible because I had looked for any clauses before making the purchase.

She said well I am glad we got that cleared up is there anything else I can help you with. Of course they were no help and I felt like they were happy that another sucker fell for their rebate scams.

I told her that was not right to advertise one thing and then not back it up. I told her I wanted the courier who had made the delivery to my home (free delivery with over $50.00 purchase) to come and pick up my paper because I did not want it. It is higher than Walmart, Sams and Costco. She was baffled that I would expect them to come and pick it up.

I told her it was not right and I was shocked that a store as big as Staples would stoop so low as to use rebate SCAMS to draw in consumers. I told her they were not getting my business. She very reluctantly said she would send a courier to pick it up within 5 business days and a credit would appear on my account.

I am currently waiting on the courier -- he had better pick it up or I will file a chargeback for items not being as advertised
     
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Anonymous on 2009-12-14:
It is not a scam if it in black and white. Do you not read the rules and restrictions and instructions for rebates? That is what causes 99% of rebate failures. People simply do not read. They see rebate and jump right in.

I have never lost out on a rebate. I familiarize myself with EVERY aspect of the rebate BEFORE I buy.

Also, filing a charge back using item not as described would be a falsehood. The item is as described. Your issue is you didn't read the conditions of the rebate.
Mrs. V on 2009-12-14:
I saw this ad (almost ordered it, too). I also looked for the terms and restrictions.

All it said is that you had to buy:

HammerMill Copy Paper: Buy 2x 10 ream packs for $34.99 - $10 e-rebates for $24.99 by 12/05/09.

Also that any orders over $50.00 included free shipping.

It didn't say anything about it being retricted to in store sales only.

Then later that evening they changed it to a larger rebate and in store only.
PepperElf on 2009-12-14:
I'd say if the OP ordered it before the change... (time-date stamp on the credit card statement would verify this) then yes a rebate should be granted.

I'm not sure if it's legal to deny a rebate if the store changed the policy after the purchase.

if they still say no, I'd suggest returning it
maybe pulling in the ccard company or filing a complaint with the FTC
Anonymous on 2009-12-14:
Mrs. V thanks for the info.

OP...was the rebate for $10 or $15 when you bought? If, as Mrs. V states it was $10 then THEY changed it to $15 after you bought, then you have a valid complaint. If it was the $15 you stated, then again, as Mrs V stated it did say that you had to purchase instore.
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Staples - That was not easy...
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FRAMINGHAM, MASSACHUSETTS -- I do a lot of business with Staples especially the Copy and Print Center and have all of my printing needs, office supplies, technology purchases through them. I had placed an order with StaplesCustomPrinting.com. I am very upset and wanted to send my complaint to upper management.


I had made a purchase of 200 business cards back on July 3 which wasn't received by me until July 15. The online upload system is not helpful and useful when lining up a finished design to be uploaded and fitted on the card size. I carefully placed it, liking the way the proof looked and placed my order. When I received the order, the logo was small and the text was too as well as the text was spaced out too much, not the way I had seen it. There were also lines through the text which was a printing error, so I had them re-printed and received my new business card order of only 100 since the promotion was not running, he would not offer me the same deal but would refund 100 cards. I received my order (quicker than the last one) to find the text at the top of the card was cut off. Everything else on the business card was fine. I would like your attention to this matter because this is my 6th order and the order has still not been resolved. I called Friday, July 31 after receiving my 4th order to complain that the text was too close to the cut which I was told it would be fine as someone placed the design for me. I spoke with ___ (redacted) and he assisted me, Kerry in C. S. did a re-order of 200 business cards for me but she promised I would receive it by Tuesday, August 4th, no later than Wednesday. __ (redacted) assured me of having it by then too as notes were put on the order to ship it out next day air with UPS. But, no the shipping department shipped it ground and I will not have it until August 7th. I was told one thing but a different thing happened. I am upset with the amount of trouble and time I have spent on this to get 200 business cards. I did not get these cards until Friday the 7th and wanted to know if anything can be done about my order. I received the order, still disappointed with the quality, it was refunded - the paper stock was not what I had experienced from the samples. I placed another order for a different business card design, this one arrived with a white hairline, grainy image, looked sharpened, pixelated and lines running through the card. It was not my fault, I had done a proof and it looked fine so I went ahead and placed the order. I was told by __(redacted) that nothing could be done but only if I wanted to upgrade to the heavy stock which would prevent the lines.

Also, I got a sample portfolio and compared the business cards, the one I received and the one that was claimed to be the same standard weight online, the paper quality, thickness, paper type is much different. The business card I ordered was a little thicker but only had a semi-gloss, the sample business card had a very smooth, gloss other than the card I ordered and they are both the same paper type I selected online.


Here is a part of my e-mail to ___ (redacted)

It is much easier to go through the in store copy and print center but I would like to have this process be much simpler and easy. I don't understand why there would be streaking in the card because of the paper stock. I should not have to upgrade to a higher priced paper stock to get good business cards. Also the standard paper stock is much different in the sample and then the one I received from my order. I should be able to expect the same quality from the sample vs the order. The sample standard card wad a nice glossy uv coating and the one from my order was a very bland dull matte. Why is that? I sent both of the card types in the mail to let them compare and show the difference. It is disappointing how much time and waste has been put into this. Staples' slogan is "that was easy". The orders from Staples Custom Printing certainly was not.

     
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bcd on 2009-08-30:
Order 1000 cards from a professional printing company instead of 200 cards from a retail store. Cheap cards look cheap.
Duquette on 2013-10-14:
Staples robbed me! They charged me $41 for 250 business cards which they ordered from vista print.com ... Same business cards ordered from vistaprint.com costs me $10 with free shipping... I'm trying to figure out how to return the cards to staples... Thieves!
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Unreliable inventory count online and in store
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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.
     
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andbran on 2009-08-19:
one of the things I learned is to call the store to make sure the item is in stock. what the website says and what is in the store are usually two different things. if you had been able to get one in the store,you might have skipped a lot of aggravation
madconsumer on 2009-08-19:
staples is where I shop often, never had this issue.
Anonymous on 2009-08-19:
Too often when calling ahead to check stock availability they will tell you the item is there. Ask the person for their name and have them actually pull the item out and hold it for you. I've lost count on how many times I was told "yes, we have it", only to find out the item was never even in stock when I arrived. Best Buy does that a lot.
Eloise on 2009-08-19:
They aren't 'Always' out of stock. They are out of stock on the one item you wanted. Let's not be over dramatic!
A very unsatisfied customer on 2009-08-19:
comment to madconsumer: I am a frequent customer at Staples and I do like to buy from them(in the past). But after this experience, I discovered that for the hot items they sell, they go out of stocks rather quickly. As the way it happened in my situation. And something to note in my case is that I did actually put through my order and it went through on my side with no problems. However, the part that I had no control over was how they process my order from their Staples side. They put my order on hold and did not notify me that they needed a phone number from me to verify that I am the actual card holder. So I didn't know that my order didn't go though until I made another purchase today. Had they notified me earlier, I would still be able to get my laptop while it’s in stock. Because I could’ve confirmed with them the correct information they needed. The problem I had and I didn’t quite get was why they could not fulfill my order even after I confirmed with them the correct information. The only reason I can come up with was that they probably allowed more orders than they had inventory for. That’s why they didn’t have the laptop for me even though my order was placed while they still have them in stock. It is logical for me to assume that once an order went out for a product on my side that companies would hold the inventory until they are sure that the information I submitted was definitely wrong to have it sold to another customer. In this case, they didn’t ask or confirm with me or even notify me that they needed more information to process the order. They probably wouldn’t have told me anything had I not asked about my order from yesterday. And I will just be waiting for the laptop until Monday since that was the 4 business days it takes for them to deliver. Shouldn’t big companies like them be able to honor the orders that were made to them on their website? And the time that I spent trying to get that laptop ends with a meaningless sorry from a customer representative who wasn’t even willing to hear my situation and resolve it. I’m even more disappointed at how they deal with customers than losing that laptop.

Comment to Eloise: It's not just on the one item I wanted to buy, it's one several items that I wanted to get. I really cannot believe how a company like Staples should have so much trouble maintaining an accurate inventory count on their website. Their problem probably caused many other customers to regret spending time trying to get the products they want.

comment to andbran: I have to agree with you that I learned the lesson the hard way.

comment to passingby: good advice, I'll keep that in mind next time I shop in a different store
Eloise on 2009-08-20:
The customer service representative did call you!
A very unsatisfied customer on 2009-08-20:
Well, she called me after my second order. If I didn't make that order, no one would have told me that my first order was on hold. She called 5 minutes right after I place that second order. I really have to wonder why no one contacted me the day before when I placed my first order. I had to specifically ask her why my first order went through with no problem, and that was when she found out that my first order was on hold as well. If I didn't ask, she wouldn't have told me anything about my first order. So if someone contacted me after my first order, I would still be able to get the laptop since its in stock. And to point out again, I did place my order while it was in stock. I just don't get why it ran out of stock even after I placed my order.
Jackra78 on 2009-08-26:
I agree, they are always out of stock, and customer service is OK. I think these big box retailers forget about the little guy (the person who buys). I recently switched to ComputerSupplies.com for my biz.
OS associate on 2012-02-21:
For all references. The online in-stock-availability tool reflects the store's system's total inventory count of an item. It doesn't take into account of live displays, damaged products, or miscounted products.
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Staples Protection Plan and National IT
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ROCKVILLE, MARYLAND -- Staples Technical Support & Protection Plan sucks has the worst customer service. I have tried to use two times in the past year and I got nothing. spent more than 3 hours on the phone... and at the end I had to pay another company to come and fix a printer less than 2 years old. they make it as difficult as possible so you get tired and not used the warranty. The company they use for support is National IT. Terrible customer service.

The guy I spoke with simply tried to guess what was wrong with the machine and ask me to purchase a part that did not exist for that kind of machines... at the end was a total different part... expensive of course... and nobody wants to pay me back...

Do not buy store warranties!! Just buy the manufacturer one... expensive lesson...
     
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madconsumer on 2008-02-25:
I would agree to not buy these staples warranties. seems they love to push them, but offer little service when required.

in my opinion, once a digital item has gone out of warranty, it is time to replace it. things change so fast.
Josh23 on 2008-03-20:
I can't speak for all staples stores, only the 3 I've worked at. If you buy the extended warranty, don't bother calling the tech support line. Bring it in to the store with your receipt. We will look at it and see if its an easy problem to fix. If not, we will swap it out for you. No matter what the problem is. The actually warranty is handled through a 3rd party, but if you bring it in to the store, show them the warranty you purchased, they will take care of you.
Anonymous on 2008-03-20:
ADelrio , you hit the nail on the head, “Do not buy store warranties” they are all the same and if the product is so bad that a person needs a separate warranty that in itself says a lot about the product or is it the stores, maybe both?

Good review and thanks for the information
xxdisturbedxx on 2008-08-16:
our store is the same way...if you buy a computer or something with the service plan...just bring it in with a receipt and we will usually work on it there
beza on 2008-08-26:
Staples wants you to be happy. You go into the store a manager will take care of you - they will swap out the printer, if it's a larger item ( like a computer) and you are having issues an associate will get on the phone and ensure you are being taken care of.
Trivium on 2009-03-27:
I am on the fence when it comes to protection plans. I can see it being beneficial to some people such as someone with kids(who might break it), or a business setting where they will use it vigourously and the chances of a malfunction are common. If the customer is a casual user who only occasionally uses it, then it might not be for them. I may be baised beucase I work at staples, however, believe me when I say: I don't recommend things unless I truly believe them to be honest. I have a lot to say about protection plans beucase I am constantly evaluating the importance of the it each day I go to work.

One customer brought in his computer and said that he was having problems with it and he thought he had a virus. I booted up the machine, and sure enough it was a virus. Normally, I am supposed to write up a full work order for a virus removal, but he showed me that he had the protection plan and told me that he had already talked to the tech support people. They basically said to take the computer back to have it looked at beucase virus removal is not covered under the protection plan, however, remember that it is a TECHNICAL SUPPORT plan so they should have attempted to guide him through doing some basic ways of removing the virus, I'm not sure if they did or not- all I know is that the computer ended up at my repair center. Normally I am supposed to write up a virus removal work order, but he already spent XX.XX on the protection plan, and so why not take a quick look at it and just write it up as a PC Tune-up. After looking at the computer, I got rid of the virus within 10 minutes, and gave him a quick tutorial on avioding viruses.

Take whatever you want out of the story. In this case, the protection plan was worth it. If he didn't get one, I probably would have charged him the 89.99 virus removal service. The service itselft might not work, but as said above, most staples stores will roll out the red carpet to anyone who has the protection plan, espeically if you went with something like the accidental protection plan. If you know how to use the protection plan correctly, it could come in handy.
Kat D on 2012-08-29:
Some of these posts mention expensive plans. I bought a 2 yr.plan for $50 on an HP desktop costing $379 today, 8-28-12. Seemed worth it to me. I'm in N.E. Pa.
Shirley on 2012-10-19:
I used a coupon when I was trying to earn rewards. 8 purchases were to earn rewards. They used my coupon to lower the prices of all of those.
I should have received $53.95 in rewards but they decided to give me $32.49, they cheated me by $21.46. Of course Staples will find a way to not give me the right amount.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Beware of Staples
Posted by on
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 Malaware 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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