Staples OfficeFurniture - An Example of Professional and Courteous Service
Altra Chadwick Collection of Office Furniture - Compliment
READING, MA 01867, MASSACHUSETTS -- My recent letter to Staples Corporate:
As you well know from the content of E-Mails recently sent to Staples CEO Ron Sargent, I had a most unpleasant (read: stressful) experience when I purchased the Altra Chadwick Collection (Desk, Hutch, Filing Cabinet) of office furniture from the Reading Staples Store. It was just one misstep after another. The phrase ‘a comedy of errors’ best describes the action on the part of Staples personnel. Constant dialogue between me and Staples staff along with a series of trips between my apartment in Burlington and the Reading store took the better part of a week before SANITY prevailed and I started to feel that finally we were getting somewhere and that CLOSURE was in sight.
Sanity arrived in the person of Lee, the Sales Manager in your Reading store, who took control of the situation. Staples is indeed lucky to have Lee in its employ. He is a man who literally ‘goes to the wall’ to ensure that the customer has a positive experience when shopping at Staples. He sensed my frustration, anger and dissatisfaction at all that had taken place. Furthermore, he was most reassuring when he said that everything would be taken care of. To wit he said: ‘Mr. Cohen, we are going to start all over again – TIME BEGINS NOW’.
At that point he cancelled the entire order, namely Order # 9244093081, and accordingly, credited my American Express Credit Card. He then proceeded to create a NEW ORDER (# 9244450315) which included charging me for the cost of assembling the furniture once it was delivered to my apartment. He said over and over again that he would literally track the Order and would keep me informed as to its ‘progress’.
I was given an Oct 4th delivery date. Two of the items namely the Chair and the Filing Cabinet arrived several days prior to that date. True to his word, Lee called my home to confirm the delivery of the Chair and Filing Cabinet. Furthermore, told me that when the balance of the Order (i.e. Desk and Hutch) arrived I should call Apollo Retail Specialists, the company that was going to assemble the items, and schedule a date and time when they could send someone to assemble my Altra Chadwick Collection.
Just as Lee had indicated, the Desk and Hutch were delivered on Oct 4th. I immediately called Apollo @(866)770-0022 to arrange for assembly and was told, in no uncertain terms, that they had to be PAID first before they could schedule an assembly date. I informed Apollo that Staples had charged me for the assembly. I gave them the Order’s Transaction # and said that it was my understanding that Apollo and Staples could work out the details regarding the remittance of payment to Apollo. I was then told (by Apollo) that’s not how they do business. At that point I sensed that it was an exercise in futility to try and reason with the Apollo representative. Accordingly, I ended the conversation and immediately called the Reading store and asked to speak with Lee.
After telling him of the situation with Apollo, he said ‘hold on’ I’ll get back to you. Within a matter of a few minutes Lee called me and told me to call National Assembly Service at (866)826-6622 which I did whereupon I started speaking with a very pleasant sounding woman by the name of Margaret. I provided her with Transaction # as well as the Item #’s of the various pieces in the Order. She then asked me if Tuesday, Oct 8th would be a convenient date for her to send a technician to assemble the items. I checked with my ‘Executive Secretary’ and was assured that Tuesday, Oct 8th was acceptable. The whole exchange with Margaret unlike that with Apollo was most cordial (and professional). I then called Lee and told him that an assembly date had been set. Furthermore, I thanked him for all of his efforts in helping to bring CLOSURE to this whole affair.
Postscript: I can not say enough about Lee. When all appeared to be lost, he 'stepped up to the plate' and provided courteous, professional service that provided a most satisfactory remediation of what had been a very stressful, non-professional handling of a customer's request for adjudication of (for lack of a better way of saying it) LOUSY, MIXED UP, UNCERTAIN SERVICE.