Staples - Attorney General Needs To Launch Formal Investigation
Staples "Rewards" - Complaint
DALLAS, TEXAS -- On June 11, 2013 I went to my local Staples, a store I've been purchasing all manner of office products from since 2007. I have turned in ink cartridges, purchased paper, utilized their Copy Center for our unique holiday card printing, etc. On this trip, after providing my Rewards number, I asked the cashier why I had never received my Rewards. The cashier called Customer Service where I spoke to Kyle K. He was friendly in demeanor, and after looking up my records admitted that I'd been a Rewards member since 2007, but for some odd reason had not been receiving my Rewards. I told him that I had spent untold dollars over that past 6 years, and was not happy about no Rewards showing up. The Rewards program has one register with their email, and in my understanding, presumably if enough is spent in a given period a Reward coupon based on a percentage of the purchases or ink cartridge returns is issued. He couldn't understand what had happened in my case. But, after a bit of negotiating, Kyle offered me $100 dollars in Staples Rewards, to be delivered at one time, and to be used as I wished. I agreed to that offer, and felt the situation had been if not wonderfully, at least reasonably resolved.
He sent me a screen shot of my registration data indicating all was just as it should be. But then I only was given a single $20 dollar Staples Reward coupon on the Staples website. I wrote him again about 2 weeks later when nothing more had been sent me, and he explained that due to internal workings, the remaining $80 dollars in Staples Rewards would arrive in July. And then on July 8, 2013 I get a letter from Staples thanking me for taking the time to call Customer Service and telling me how valuable my input is to their effort to improve their performance, along with...wait for it...only a $20 dollar Staples Reward coupon instead of the $80 dollars in Rewards Kyle guaranteed I'd receive in one delivery (having already received $20)!
I wrote Kyle again, and he said he'd look into it. In my letter I expressed my understandable disgust and fury at first not receiving the Staples Rewards due me for 6 years (!), but also for him telling me to expect $100 dollars in Rewards only a couple of days after we initially spoke, a sum that never was delivered, then subsequently telling me it would come in July, which never happened either!!! Shock! Kyle and Staples now refuse to respond to any communication from me, including emails like, "Kyle, I've not heard back from you. Please let me know where this situation stands."
In my case Staples has been given a number of opportunities and failed multiple times to deliver what I was told it would deliver. I would very much like to see them formally investigated so as to determine, among other things, the veracity of my claim, and if my claim is indeed valid, how many other people out there are in the same or similar boat.