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.
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 reorder 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 was 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.
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.
ALBANY, NEW YORK -- I made a trip to Staples to purchase some printer ink cartridges for both personal and office use. I made my way to the aisle containing the ink cartridges and reviewed the different products and prices and searched for ones compatible with my printers. Not once during this time was I approached and offered assistance by one of Staples' employees.
Although their selection on this day was far from adequate, I finally discovered a rack containing ink for my manufacturer. I noticed a couple of areas on the rack were completely devoid of any cartridges whatsoever but found some black ink cartridges for what I considered to be a very high price of 17.99. Towards the very back I noticed 2 packages which were called "twin packs" and apparently contained two ink cartridges. I quickly grabbed both twin packs because I considered this to be a much better deal and recognized it as an excellent bargain opportunity.
Before leaving the ink cartridge aisle I reviewed the empty space on the rack next to where I picked up the twin packs. I removed the price tag from the empty space on the rack to see if the price indicated on it was for my cartridges. Unfortunately, I couldn't make heads or tails of the mumbo jumbo it contained so I disposed of it on the floor of another aisle as I continued shopping. Quite frankly, I didn't care and didn't believe it to be a problem because I knew I was entitled to these items at the price where I located them.
Once I was through with my other purchases I made my way to the checkout. Everything was going smoothly until the ditzy blood teen cashier scanned my twin packs. They rang up at twice the price! I politely told the cashier that the correct price was 17.99 and she asked me if I was certain it was 17.99 for a twin pack. At this point my patience was wearing thin so I sighed and told her "Of course I'm sure since I found them on a 17.99 rack". She informed me a price check by anther associate would have to be performed.
It was at this moment that one of the customers in line behind me had the gall to let out a groan and shake their head and otherwise act like an impatient baby. Luckily, I was able to ignore him and pass the time endlessly waiting for some new buffoon to perform a price check by calling my brother. Finally, the price checker returned with a manager who assured me 17.99 was an incorrect price, but was willing to reduce one of the twin packs to this price because they were misplaced.
Putting my brother on hold, I informed the manager that this was unacceptable. His reply was that there was nothing else he could do and gave me an empty apology. I cashed out with one of the twin packs for 17.99 as the manager had to perform the price reduction. I walked away leaving the rest of my purchases and the other twin pack sitting at the register. I guess there was something else he could do for me and that is put away all the purchases he lost due to his treatment of me. Or maybe he should make the immature customer behind me put some away. Never again, Staples. I'm shopping at another retailer from now on.
AUSTIN, TEXAS -- The core of my issue was not receiving what I ordered after I was promised the item. I believe you should receive and order that you place and verbally verify, especially if the customer service rep tells you it is on its way. Unfortunately this is not the way with Staples. According to Jenifer, even their own staff do not have access to their warehouse inventory and it's only when they actually go pack your order they will really know whether it is available.
So I am not sure I would actually be able to shop on a website that might just contain virtual merchandise. I am writing to describe a unacceptable buying experience at Staples.com. Yesterday (6/14/07) I ordered an IBM Thinkpad T60m off your website. The item was available at the time and I got a message to call Staples at 1-800-839-3067 to confirm the order.
I called in and spoke a very polite person who confirmed and processed my order. They told me the machine would arrive today (6/15/07). At this point I requested that the machine be delivered only Monday (6/17/07) to ensure that I would be at home to receive the order. The person made these arrangements and told me to expect the machine on Monday. I also commented on what a pleasant experience shopping at Staples was.
This morning (6/15/07) I went to the website since I was curious to see if the special was sold out. It was still available. However today at 3:10 pm I got an email stating that the machine I ordered was no longer available and would not be shipped. I was horrified.
I am an avid web shopper and I have never had an experience where after purchasing an item, called in for verbal verification, told it was on its way – was now not available. I also find this business process flawed since I had called a person who obviously has access to all the enterprise systems and should have been able to tell me that the order was not available. Not to mention that the site still showed this item as available this morning. I called the number indicated in the email and was unable to resolve the issue. I was told that my order is not guaranteed until it ships.
I find this completely unacceptable as there is nothing on your entire site that indicates this to be the case. I think it is implicit in your order confirmation process that I will receive the item I bought. Unless your intention is for me to now shop for something else which, since this is illegal, I doubt is the case. It would also be disconcerting for any shopper to not know that he had made a successful order until he actually received the item. For web shoppers, receiving an order confirmation should alone be confirmation that he will receive the order.
I am a software architect by trade and I would be surprised that Staples would be unable to confirm product availability prior to reviewing customer credit or doing manual verification. My preferred outcome would be to receive the item I had ordered over the web and verbally confirmed, or an equivalent IBM Thinkpad. I would appreciate you urgently looking into this matter and bringing it to a satisfactory conclusion.
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!