Staples Complaint - Delivery And Customer Service Disaster
MEDINA, OHIO -- Last Wednesday, I purchased a desk (in-store) from Staples. The desk was not stocked at their store, but I paid and they told me it would be delivered by Friday. The associate who placed an online order for me neglected to mention that they used a third party delivery service and also neglected to mention the terms of delivery itself. Perhaps, I should have asked.
On Thursday, I received a call at 1:00 p.m. from their delivery service asking what they should do with the desk. I called them back at 3:00 p.m. and was told, "we will tell the driver that you're home." They then proceeded to hang up the phone. So, I thought, gee, maybe they'll deliver my desk! No such luck. I got a call at about 7:00 p.m. from Staples telling me that my order was delayed and that it would be delivered the following day. I stayed on the line to talk to a customer service person, who informed that I would need to be available from 9:00 a.m. to 5:00 p.m. for delivery and that they do not call ahead because the companies that they contract with aren't required to have cell phones.
I sat at home from 9:00 a.m. to 5:00 p.m. on Friday and called customer service at 4:30 p.m. because I still did not have a desk. I expressed my distrust in their ability to deliver my desk and the customer service representative assured me that it would be there by 5:00 p.m. In fact, she told me that the driver stopped by my home at 4:00 p.m. the previous day. Funny, because I was home and no one ever came. She apologized but said that it would be there by 5:00 p.m.
I finally left my home at 5:02 p.m. without a desk. I got another automated call around 7:00 p.m. saying that my order was delayed but would come on Monday. It was at that time that I cancelled my order.
On Monday, a delivery driver left the desk on my doorstep and left me a voice mail message on my phone. I had to call him back and come back to pick up the desk because I cancelled the order. Apparently, no one told them. I called customer service again and spoke to a supervisor. She assured me that I would not be responsible for the package and that they driver should not have left it there. She acknowledged that he should not have just left the desk and that I did in fact cancel my order. The driver came back to pick up the package, well at least I assume it was the driver. He didn't knock on the door, a man came out with a dolly and loaded the desk into a brown unmarked van.
I thought everything was fine, until today (Wednesday) when another driver from the delivery company came to pick up my 11, yes, that's ELEVEN desks. I have no desk and certainly did not order eleven of them. So, back to calling customer service, again speaking to the same supervisor from Monday. She said that she would call the delivery company and tell them to stop coming to my home. I asked her about the eleven desks, she said I only ordered one. I told her I wanted to know when I would be refunded the amount and to make sure that I was only charged for one desk. It's now 4:36 p.m. and I haven't heard back from anyone.
The customer service people are polite but useless. The delivery company should have their contract revoked and I will never shop at Staples ever again. The situation is still not resolved and I'm pretty upset.
So, the "easy button" that they advertise is complete crap. There was nothing easy about my encounters with Staples.