Staples Informative - Staples & UPS Is Not Customer Centric - Stop Shipping
MARYLAND -- I bought a NEW SONY VAIO NOTEBOOK for $2,499.00 along with the additional service plan as a Christmas gift on 12/25/2006. I decided to return the above-mentioned NOTEBOOK for a replacement arranged with SONY. On Tuesday, FEB 02, 2007 I shipped the NOTEBOOK 12/30/2006, at a local staples store with a 2nd day special for UPS.
After 3 weeks of back and forth checking with SONY on the location of my NOTEBOOK. A SONY rep told me Staples should have provided me a tracking number. I then called Staples with the SONY rep on the phone, obtained the tracking number, GooGled the tracking number (1Z R43 507 03 0050 987 3) to discover that according to UPS WEBSITE (MERCHANDISE IS MISSING. UPS WILL NOTIFY THE SENDER WITH ADDITIONAL DETAILS.;ALL MERCHANDISE MISSING, EMPTY CARTON IS BEING RETURNED. UPS WILL NOTIFY THE SENDER WITH DETAILS OF THE DAMAGE.)
Called UPS and was TOLD they will pay for the merchandise. I later called 2 day and was told they will not be able to pay me for my NOTEBOOK as when you ship from STAPLES, STAPLES BECOME the SHIPPER and ALL PAYMENTS would be made to staples. STAPLES Manager (Kathleen) told me that she spoke with UPS they are asking for the details to replace my NOTEBOOK.
I later called Staples and was told that STAPLES has its OWN claims department that I need to file a claim with. Contact that department and the representative was means and nasty. I told them that I am saddened that Staples is not customer driven and the REP asked me if I need help or NOT. I request his supervisor and they Supervisor was much more NASTY.
I called STAPLES corporate office and was transferred to Customer Executive Team member TRACY CAMPBELL who took my detail and promise to return my call. She did ONLY to tell me that I had a declared value of $100.00. Bare in mind I did not have a copy of this shipping slip. I must admit, I may have signed off this slip without reading that this rep had inputted this value without asking me.
IT all come down to them NOT wanting to pay me. I am a SMALL BUSINESS OWNER and HAVE LOST ALL MY CUSTOMER INFORMATION AND GRAPHICS ON THIS COMPUTER.
STAPLES IS NOT CUSTOMER CENTERIC, PLEASE STOP SHOPPING AND SHIPPING WITH BOTH COMPANIES!