BLOOMSBURG, PENNSYLVANIA -- When purchasing a new Kindle, Tom ** went far above and beyond in providing excellent service. The store was between shifts and staff was at a minimum. In addition to me, he solved two or three other problems, including a VERY DIFFICULT person. Kept his cool, assisted other clerks and still provided me with excellent care.
MARLBORO STORE 1754, NEW JERSEY -- We purchased a laptop computer several months ago. Since then we have been back with lots and lots of questions. Robert ** the assistant manager was the best. He was always very helpful and patient with us as we are seniors and not computer savvy. He truly is a 5-star employee in our eyes.
ANAHEIM, CALIFORNIA -- I received good customer service from Alexis at Staples #1155. She was efficient, very helpful and a pleasure to meet. She listened to me (the customer) and she accurately made an enlargement from a small picture I provided. Even more importantly, she did her job with a nice smile. Thank you, Alexis, for doing your job with a smile on your face... Something that I don't often see any more. Keep it up!!!
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.
OHIO -- I submitted my rebate information on January 21, 2007. I received an acknowledgment of receipt email from the Staples rebate people. The advertised time frame of the rebate is supposed to be 4-6 weeks. On January 22, 2007 I received an email stating my rebate is being processed. I waited until March 8th, that's 6 1/2 weeks after they told me it was being processed, to send an email inquiry about my rebate.
I got a canned response from a customer service drone that said: "Thank you for your rebate inquiry. We are pleased to inform you that your submission has been received and validated, and it is in the final stages of processing. Your rebate check should be mailed in the next 15 days.
"Please note that the check will be printed on a postcard and will not arrive in an envelope. We appreciate your participation in this promotion. If there is anything else we can do to assist you, please contact us at Staples.email@example.com. We are always happy to help. You can also track the status of your rebate, using the Tracking Number above, at http://www.StaplesEasyRebates.com."
I sent a reply that went ignored. Then I sent another inquiry on March 16th and got the same old crappy canned response. I finally talked to a customer service person who gave me more of the same dreck. I requested to speak with a supervisor and he said he would put an expedite on my rebate, but it would still be at least 2 weeks before I see it.
This is the second time that I have had trouble with Staples Easy Rebates. They advertise 4-6 weeks for fulfillment and so far it has been 8 weeks and they are telling me it will be at least 2 more weeks. How long will the retail public put up with this nonsense?