[X]
Write ReviewJump to 
37
Helpful
Votes
Votes
Staples Complaint - Staples Refusing To Sell To Customers Who Won't Buy Their Service Plan!
Complaint
NEW JERSEY -- I had an appalling experience in not one but TWO different Staples stores yesterday, and I feel I have no choice but to formally notify you of this matter, as it has made it impossible for me to EVER shop in a Staples store again. I also will be asking my friends, family, and corporate associates to switch to one of your many competitors as well.
Staples featured an Acer laptop advertised in the Sunday newspaper insert yesterday (3/8) for $449. Now. Clearly, this was a very low price on a laptop. This laptop typically retails for the price of $599 at Staples. Upon reading this early Sunday morning, I drove over to the nearest Staples store, which was store 0019 in Milltown, NJ. I was in the store just after the store opened (the store opens at 10:00am, and I was there no later than 10:05).
Upon my arrival, I found an associate who informed me that the laptops were in stock. However, before he would get me one, he proceeded to try to sell me his "protection plan". Now, for a number of reasons, including my own knowledge of computers as well as ready access to free computer repair services, I declined this. The sales associate indicated that it was ok, and then walked away to, I assumed, get my computer. He returned with the store's general manager who again proceeded to aggressively push the protection plan onto me. He was EXTREMELY rude, implying that I was "cheap" and for not adding the plan. He walked away when I finally maintained I did not want it. Then, I heard him call the sales associate over and told him something. Moments later, the sales associate informed me that the laptop was not in stock after all. Just to summarize the timeline...it was available...i declined the approximately $150 protection plan would have boosted the price of the laptop to the regular sale price...then suddenly it was unavailable. They also refused to contact any other Staples stores to help me find out whether it was available elsewhere.
I then went home and called a 2nd Staples store, this one in East Brunswick (store number 1755). I asked the gentleman who I was transferred to in Electronics if the Acer laptop was in stock. He checked and came back to say they were in stock. I told him I live less than 10 minutes away and could be please hold one for me as I was on my way. He indicated that he could not hold a sale item, but that the store had multiple laptops and they should definitely be there when I arrived. So I immediately left...I arrived exactly 8 minutes later at the location. I walked in and found the exact person who I had spoken to 8 minutes earlier. The store was virtually empty. I asked him if I just spoke to him about the Acer laptop and he confirmed that he was the person. I asked him if they were indeed in stock, and he indicated that they were. I then asked if he could please go get one, because I definitely wanted one.
And then, before he goes back to get one, he asks me if I want the service plan.
I suppose I should have lied and said yes and then said no when I had the laptop in my possession, but I did what I thought was the right thing, because I could not imagine that this guy would try to pull this same scam only minutes after implying there was plenty of stock of this item. I responded, "No thanks...I went over this all at the last store, I know what it covers, and I am not interested."
He said "fine" and walked away. 2-3 minutes later...he walks back and, just like the last store, the inventory suddenly has vanished. I angrily confronted him regarding our conversation and, half smirking (obviously knowing that what he was saying had no truth to it), he implied that all of them had been sold in the last 8 minutes. Mind you, when I arrived, the store was nearly empty and no one was checking out buying any laptops.
I was and remain STUNNED at the lack of customer service that is being displayed in both of these stores. For all I know, this type of "bait and switch" is being done at Staples stores across the state and across the country, and as a freelance journalist, I believe that it is a story that merits more investigation. You cannot make it a standard practice to deny people products because they will not pad your profit margin with questionable (and supposedly completely optional) service plans.
I cannot believe that, in this economy, Staples would so readily shun previously loyal customers (I had shopped your stores for years, as its roots, I believe, are in New England, where I am originally from). Our dollars are limited, and there are MANY other places to go for the same items that Staples sells at similar, or lower, prices. To that end, following the service I received at this second Staples store, I walked right next door to the Best Buy, paid only slightly more, got a vastly superior laptop, and was treated with the respect that the sales teams at these two Staples stores could use a lesson in.
I can assure you that none of my friends, family, and work associates will be frequenting ANY Staples in the future, at the very least.
Staples featured an Acer laptop advertised in the Sunday newspaper insert yesterday (3/8) for $449. Now. Clearly, this was a very low price on a laptop. This laptop typically retails for the price of $599 at Staples. Upon reading this early Sunday morning, I drove over to the nearest Staples store, which was store 0019 in Milltown, NJ. I was in the store just after the store opened (the store opens at 10:00am, and I was there no later than 10:05).
Upon my arrival, I found an associate who informed me that the laptops were in stock. However, before he would get me one, he proceeded to try to sell me his "protection plan". Now, for a number of reasons, including my own knowledge of computers as well as ready access to free computer repair services, I declined this. The sales associate indicated that it was ok, and then walked away to, I assumed, get my computer. He returned with the store's general manager who again proceeded to aggressively push the protection plan onto me. He was EXTREMELY rude, implying that I was "cheap" and for not adding the plan. He walked away when I finally maintained I did not want it. Then, I heard him call the sales associate over and told him something. Moments later, the sales associate informed me that the laptop was not in stock after all. Just to summarize the timeline...it was available...i declined the approximately $150 protection plan would have boosted the price of the laptop to the regular sale price...then suddenly it was unavailable. They also refused to contact any other Staples stores to help me find out whether it was available elsewhere.
I then went home and called a 2nd Staples store, this one in East Brunswick (store number 1755). I asked the gentleman who I was transferred to in Electronics if the Acer laptop was in stock. He checked and came back to say they were in stock. I told him I live less than 10 minutes away and could be please hold one for me as I was on my way. He indicated that he could not hold a sale item, but that the store had multiple laptops and they should definitely be there when I arrived. So I immediately left...I arrived exactly 8 minutes later at the location. I walked in and found the exact person who I had spoken to 8 minutes earlier. The store was virtually empty. I asked him if I just spoke to him about the Acer laptop and he confirmed that he was the person. I asked him if they were indeed in stock, and he indicated that they were. I then asked if he could please go get one, because I definitely wanted one.
And then, before he goes back to get one, he asks me if I want the service plan.
I suppose I should have lied and said yes and then said no when I had the laptop in my possession, but I did what I thought was the right thing, because I could not imagine that this guy would try to pull this same scam only minutes after implying there was plenty of stock of this item. I responded, "No thanks...I went over this all at the last store, I know what it covers, and I am not interested."
He said "fine" and walked away. 2-3 minutes later...he walks back and, just like the last store, the inventory suddenly has vanished. I angrily confronted him regarding our conversation and, half smirking (obviously knowing that what he was saying had no truth to it), he implied that all of them had been sold in the last 8 minutes. Mind you, when I arrived, the store was nearly empty and no one was checking out buying any laptops.
I was and remain STUNNED at the lack of customer service that is being displayed in both of these stores. For all I know, this type of "bait and switch" is being done at Staples stores across the state and across the country, and as a freelance journalist, I believe that it is a story that merits more investigation. You cannot make it a standard practice to deny people products because they will not pad your profit margin with questionable (and supposedly completely optional) service plans.
I cannot believe that, in this economy, Staples would so readily shun previously loyal customers (I had shopped your stores for years, as its roots, I believe, are in New England, where I am originally from). Our dollars are limited, and there are MANY other places to go for the same items that Staples sells at similar, or lower, prices. To that end, following the service I received at this second Staples store, I walked right next door to the Best Buy, paid only slightly more, got a vastly superior laptop, and was treated with the respect that the sales teams at these two Staples stores could use a lesson in.
I can assure you that none of my friends, family, and work associates will be frequenting ANY Staples in the future, at the very least.
Comments:
Posted by dan gordon on 2009-03-09:
That is pretty hard core. I'd be more than a little po'd. I bought a Acer laptop at Office Depot fo $387 and while they of course offered the insurance which I declined they still sold me the computer. Sounds like they all must have had a sales meeting on how to sell extended warrantys. Next time offer them your credit card on the phone and tell them to put the product in will call and you will right over.
Posted by PassingBy on 2009-03-09:
Their regional manager needs to be informed of this.
Posted by JA2009 on 2009-03-09:
Thanks for the feedback so far...I will notify the regional manager.
Dan, I tried that...I offered to give them my CC# on the phone and they refused to accept it...
Passing...any idea how to determine the regional sales manager's name? Thats one thing I cannot seem to find.
Dan, I tried that...I offered to give them my CC# on the phone and they refused to accept it...
Passing...any idea how to determine the regional sales manager's name? Thats one thing I cannot seem to find.
Posted by KenPopcorn on 2009-03-09:
It's too bad you didn't ask the clerk if you could see what the laptop looks like before you made up your mind about buying it. It'd be pretty tough to deny having one then.
I would take this complaint up with Besy Buy corporate. I suspect they'd be interested in hearing aboutthis.
I would take this complaint up with Besy Buy corporate. I suspect they'd be interested in hearing aboutthis.
Posted by dan gordon on 2009-03-09:
on the other hand corporate may have been the ones to suggest stores push the service plans as they are mostly all profit. Much more than the loss leader price on the computer.
Posted by jktshff1 on 2009-03-09:
dan, how's the acer doing, I looked at one and did not like the hard drive, so I got a small hp.
Posted by madconsumer on 2009-03-09:
i find this hard to believe. i have made many purchases, including computers from staples, and if i refuse the extended warranty, no further discussion is made. i simply pay and leave.
Posted by JA2009 on 2009-03-09:
madconsumer, do you really think I would have written the entire spiel above if it did not? Clearly, the economy is affecting this company like others, and store managers probably are trying to squeeze every last cent of profit out of every sale. Doesnt make it one bit less of a disgrace.
Posted by Disaster Worker on 2009-03-09:
Good post JA.
Posted by financiallyfit on 2009-03-09:
JA, I got in touch with Staples once regarding one of their stores and their customer service centre forwarded my e-mail to the regional manager. I assume they will do the same for you. For what it's worth, they were pretty quick to respond to my issue. Good luck.
Posted by JA2009 on 2009-03-09:
FYI...this evening one of the Staples in question (the 2nd one in question) called to advise me they had a laptop for me, one that they were "holding" for another customer.
I'm not sure how they think this helps their case.
First, I indicated in the very message I have already purchased a laptop. And Second, yesterday they wouldn't hold a laptop for 8 minutes...and yet they purport to have me believe that there is a laptop suddenly available that they were "holding" for someone else?
Please.
I'm not sure how they think this helps their case.
First, I indicated in the very message I have already purchased a laptop. And Second, yesterday they wouldn't hold a laptop for 8 minutes...and yet they purport to have me believe that there is a laptop suddenly available that they were "holding" for someone else?
Please.
Posted by Duces2009 on 2009-05-09:
hahaha... i work at staples and i think thats very funny.. i suggest that you call the district manager. but really nothing will really be done about it. but not all staples r the same. we sale laptops and desktops without service plans. the companys goal isnt to not sale u a laptop. but i guess some people r just a holes.. lol sorry about ur experience but really just dont take it to the heart. if im shopping for a laptop i dont take things personal i just forget it and move on its theyre loss they arent getting my money. there are always going to be sales at best buy, frys, conns, staples, office max, office depot. i mean why bash one company for a few dumb people. yeah they were wrong but i tell u for a fact if u go to another staples be really nice and cool with the associates they will be more than happy to help u. yeah we do get alot of BS from customers that isnt our fault. and always say "ill just go to office max" "ill just go to best buy".. really those comments..... we dont care. a store is a store. products r products.
Posted by DigitalCommando on 2009-05-09:
If your local news channel has an investigative reporter, I'm sure they would be interested in doing a sting op on these bozo's.
Posted by JohnInSoCal on 2009-05-09:
Good iddea, DC!
Duces, you work for Staples and you find this funny? You should be disgusted by the way these store empolyees behaved. It sheds a bad light on all of you. You should take it to heart. If someone wants to spend their money in a Staples store (especially when disposable income is so scarce these days), the employees should do what it takes to make the sale and have a happy customer leaving the store. That will ensure that they will come back, spend more money and assist in keeping Staples in business. You should care when someone says "I'll just go to Best Buy". I am sure Circuit City employees are wishing they had not heard that line so many times . . .
Duces, you work for Staples and you find this funny? You should be disgusted by the way these store empolyees behaved. It sheds a bad light on all of you. You should take it to heart. If someone wants to spend their money in a Staples store (especially when disposable income is so scarce these days), the employees should do what it takes to make the sale and have a happy customer leaving the store. That will ensure that they will come back, spend more money and assist in keeping Staples in business. You should care when someone says "I'll just go to Best Buy". I am sure Circuit City employees are wishing they had not heard that line so many times . . .
Posted by Developer108 on 2009-05-18:
I bought laptop and battery in Staples Canada three times. All was open-items but pretended to be not. It sucks. I returned all, and will never buy in Staples again unless the company staffs and/or management are changed.
Posted by JA2009 on 2009-05-21:
The original poster here.
I just wanted to put a little update here.
The day after this all happened, and after I sent a rash of emails to every single department I could think of, I got a call from the 2nd of the 2 Staples stores in question, indicating that had a laptop in stock and were "holding" it for me.
Funny considering they didnt have any the day before. And funny that they were holding one for me considering they didnt hold sale items.
Regardless, I called them back and told them that I already had one and didnt need one (which was clearly indicated in my emails to Staples).
A couple days later I got an email from one of the VPs I had contacted, who was very apologetic and informed me that a RSM would be calling me.
A few days later I spoke to an RSM who was VERY apologetic. he vowed to speak to the store managers and employees involved at each of the 2 stores and to also have a conference call with every store in his region to make sure these practices are not taking place and do not happen again. Now...did any of this happen? Who knows. But I DID get an apology and this was all that mattered.
Lastly, and I never asked for them, they did provide me with a number of giftcards for use in their store (although I used them online as I won't be going back there).
All told...the higher ups did make an effort to make things right, but if the practices at the store level continue, the company still fails.
I just wanted to put a little update here.
The day after this all happened, and after I sent a rash of emails to every single department I could think of, I got a call from the 2nd of the 2 Staples stores in question, indicating that had a laptop in stock and were "holding" it for me.
Funny considering they didnt have any the day before. And funny that they were holding one for me considering they didnt hold sale items.
Regardless, I called them back and told them that I already had one and didnt need one (which was clearly indicated in my emails to Staples).
A couple days later I got an email from one of the VPs I had contacted, who was very apologetic and informed me that a RSM would be calling me.
A few days later I spoke to an RSM who was VERY apologetic. he vowed to speak to the store managers and employees involved at each of the 2 stores and to also have a conference call with every store in his region to make sure these practices are not taking place and do not happen again. Now...did any of this happen? Who knows. But I DID get an apology and this was all that mattered.
Lastly, and I never asked for them, they did provide me with a number of giftcards for use in their store (although I used them online as I won't be going back there).
All told...the higher ups did make an effort to make things right, but if the practices at the store level continue, the company still fails.
Posted by Ponie on 2009-05-21:
JA, glad Staples came through for you. I guess there's hope for them. I get the majority of my office supplies from Staples and have never had any type dustup with them. Mitt Romney, get back in there!
Posted by staples.seller on 2009-09-20:
I'm an Easy Tech associate, and I have actualy witnessed one of my co- workers do this. Trust me, they do something about behavior like this! It's certainly frowned upon.
In defence to my co- worker, our job depends on those sales. Yes. I'm serious. As in if we are unable to sell a plan for an entire WEEK we get fired. What's really screwed up is we don't get rewards or pay on comission when we are able to sell. Last week's bonus was $.17 after selling a total of $1,500 in tech and plans. I'm sorry for a fellow Staples associate for being rude to you and not giving you the computer. When you buy something without a plan, our number shoot straight down- especially with that Acer that was just a little over half its original price. When the district manager sees drops like that people get fired quicker than bad customer service.
In defence to my co- worker, our job depends on those sales. Yes. I'm serious. As in if we are unable to sell a plan for an entire WEEK we get fired. What's really screwed up is we don't get rewards or pay on comission when we are able to sell. Last week's bonus was $.17 after selling a total of $1,500 in tech and plans. I'm sorry for a fellow Staples associate for being rude to you and not giving you the computer. When you buy something without a plan, our number shoot straight down- especially with that Acer that was just a little over half its original price. When the district manager sees drops like that people get fired quicker than bad customer service.
Posted by gomezd1 on 2009-09-25:
FYI..This is what happen to Circuit City.. They use to be all about service and training.. They changed everything to a "Selling Culture" and they would not sell you a Plasma unless you purchased the protection plan with it.. And yes, their jobs were on the line as well. I do believe that associate would have gotten ripped if he had sold you that item with out a warranty.. FYI.
Posted by Yumazgirl on 2010-02-20:
Just about an hour ago I bought a laptop at Staples which was on sale and with rebate was $180 less than normal price. They did sell it to me without the service plan but they sure weren't happy about it! First the sales person went on and on about how it was a big mistake not to buy it. Then the manager came over and told me several aweful horror stories about people who didn't buy their warranty. Very overly dramatic about it. I just kept saying no, didn't even give them a hint that I might be swayed. I said I simply didn't have the money for it and would have to buy a much cheaper computer if I wanted to add on the service plan (not the truth but...). At the check out counter, the clerk gave me the evil eye when again I denied the plan. She said that if I had issues with my computer in the first year (that the normal warranty covers) I would have to talk to people in India to get my computer fixed and would have ship it off at my expense and wait for weeks to get it back. Ugh!
I think Staples must beat their employees bloody every time they let someone walk out the store without buying the store warranty!
I think Staples must beat their employees bloody every time they let someone walk out the store without buying the store warranty!
Posted by gomezd1 on 2010-03-08:
Should have purchased a Mac..
Posted by PepperElf on 2010-03-08:
yumaz - the review is about a year old... if i'm not mistaken during the year since this was written, the companies that were lying about inventory, etc, actually got in trouble over the practice.
Posted by LadyScot on 2010-03-08:
Pepper, though I am wondering how the 2nd store knew what number to call him at BEFORE he made all the complaints to corporate.
Posted by PepperElf on 2010-03-08:
dunno.
but i will say that i had heard of other stores doing the same thing.
at another message board i go to, a regular reported the same thing happened to him (but at a different chain). "We're out" etc. only - he could clearly see boxes of the item. he said the manager fired the employee, but that later he saw the employee was back and the manager was possibly gone (because the rules were being pushed by management etc).
at the same mb i believe someone saw a man come in to buy a phone and bought the plan. a few minutes later another man came in and started yelling... about how they had told him (about an hour previously) that the item was out of stock. apparently the second buyer was a friend of his.
but i will say that i had heard of other stores doing the same thing.
at another message board i go to, a regular reported the same thing happened to him (but at a different chain). "We're out" etc. only - he could clearly see boxes of the item. he said the manager fired the employee, but that later he saw the employee was back and the manager was possibly gone (because the rules were being pushed by management etc).
at the same mb i believe someone saw a man come in to buy a phone and bought the plan. a few minutes later another man came in and started yelling... about how they had told him (about an hour previously) that the item was out of stock. apparently the second buyer was a friend of his.
Posted by easytechguy on 2010-05-05:
this experience is the norm...customers are routinely driven away/ignored/lied to about laptops. the reason-staples wants each laptop(regardless of price-could be $400 could be $800) to have at least 200 dollars of 'attachments' with it. anything less is a failure and frankly will cause the technician/salesperson endless headaches. let's say you buy a laptop with nothing(no plan no accessories) the store is in an immediate hole(each laptop sale is reported with 'basket',the accessory bundle amount, at the end of each day).
the story of two stores:so let's say store 1 sells three of these laptops on sunday, the start of the week, immediately on monday this store can expect an email from their district manager complaining and berating them for not convincing you to buy software/printer/plans. now during this same week store 2 through evasion or flatout lying sells no laptops on sunday they get no emails and in fact their week is going pretty good. so the math is 3 laptop sales with nothing means store 1 is minus 600 dollars in the hole on 'attachment sales' and minus also that percentage amount on their budgeted plan sales. store 2 meanwhile having sold no laptops(and even better let's say they had one returned from another store as well) is now -1 laptop sale for the week-but by the numbers they are having a great week. the glories of negative selling.
so how do we handle business well first of all while im talking to you i am qualifying you(basically will this person buy anything) if i get the impression you won't im pretty much going to follow a three step process 1)ignore you 2)lie to you and 3)attempt to either get you go to another store in a roundabout way or try to get you order it from the website directly(this is the best route for me as internet sales don't hit store numbers-even if you 'order' in store as long as you do it directly online).
what lies might i tell you?-let's say you called and i said i had 'one'(it's always one...if i tell you the actual number of say three frankly i have to sell you a laptop). when you arrive if i feel you out and you aren't going to buy anything and want the laptop-first thing i would do is say it is damaged or on 'hold' for another customer or we just sold the last one. if you are insistent i would then shoot for an online order(again either you preferably ordering from home but i could do it in store too by having you set up directly with the site(entering in your card information on the website etc...). now third option gets tricky say you then ask does anyone else have one? by policy i am obligated to sell you the laptop from another store and you would go pickup there. so first of all i would look and say the only stores that have any are the more distant stores(say 20 miles away or so...and also lie about their inventory, 3 is 1 again).
in short frankly we have zero incentive to sell a laptop and in fact every incentive not to sell one. when a customer starts looking at a laptop a sense of panic envelops the frontend(general manager/sales manager/salespeople)-but getting mad at the salespeople is frankly wrongheaded-in all honesty complaints directed at the greedy district managers or corporate office would do more good.
why is the company so interested in plans?...because essentially the plans are garbage and completely handled by third party-it is free money for staples-laptops themselves have little to no margin and in fact are often money losers. is the plan worth it? in short no-a 2 year plan is a one year extended warranty. let's say you buy a dell laptop and have a problem with it(faulty hard drive for instance) and having bought your dell from staples with a warranty(2 year 149 bucks) you march over to your local staples and look for a fix. what am i going to tell you? i will give you a phone number to call and from there you will be directed to call dell for resolution-that's right first year is completely manufacturer warranty. now failed hard drive is a legit covered issue so i might get lucky and dell will replace it...but let's say my touchpad stops working,keys fall off the keyboard, pixels on screen etc...these are all 'grey' areas where the company may or may not cover. in short anything that normally goes wrong with a laptop-that could in anyway be interpreted as a 'use' issue is not covered. these sorts of issues are covered under the really expensive accidental plan(which we don't even bother to offer...239 bucks for a 2 year plan on a 400 dollar laptop :D).
one last note-the process doesn't apply just to laptops(but the pressure is heightened more intensely on laptops for certain)...i know of a general manager who sent a customer home to do an online order for $1000 of furniture because they wouldn't get plans(coverage on it). in all honesty for the salespeople's sake(we are low paid) just order stuff online from home.
the story of two stores:so let's say store 1 sells three of these laptops on sunday, the start of the week, immediately on monday this store can expect an email from their district manager complaining and berating them for not convincing you to buy software/printer/plans. now during this same week store 2 through evasion or flatout lying sells no laptops on sunday they get no emails and in fact their week is going pretty good. so the math is 3 laptop sales with nothing means store 1 is minus 600 dollars in the hole on 'attachment sales' and minus also that percentage amount on their budgeted plan sales. store 2 meanwhile having sold no laptops(and even better let's say they had one returned from another store as well) is now -1 laptop sale for the week-but by the numbers they are having a great week. the glories of negative selling.
so how do we handle business well first of all while im talking to you i am qualifying you(basically will this person buy anything) if i get the impression you won't im pretty much going to follow a three step process 1)ignore you 2)lie to you and 3)attempt to either get you go to another store in a roundabout way or try to get you order it from the website directly(this is the best route for me as internet sales don't hit store numbers-even if you 'order' in store as long as you do it directly online).
what lies might i tell you?-let's say you called and i said i had 'one'(it's always one...if i tell you the actual number of say three frankly i have to sell you a laptop). when you arrive if i feel you out and you aren't going to buy anything and want the laptop-first thing i would do is say it is damaged or on 'hold' for another customer or we just sold the last one. if you are insistent i would then shoot for an online order(again either you preferably ordering from home but i could do it in store too by having you set up directly with the site(entering in your card information on the website etc...). now third option gets tricky say you then ask does anyone else have one? by policy i am obligated to sell you the laptop from another store and you would go pickup there. so first of all i would look and say the only stores that have any are the more distant stores(say 20 miles away or so...and also lie about their inventory, 3 is 1 again).
in short frankly we have zero incentive to sell a laptop and in fact every incentive not to sell one. when a customer starts looking at a laptop a sense of panic envelops the frontend(general manager/sales manager/salespeople)-but getting mad at the salespeople is frankly wrongheaded-in all honesty complaints directed at the greedy district managers or corporate office would do more good.
why is the company so interested in plans?...because essentially the plans are garbage and completely handled by third party-it is free money for staples-laptops themselves have little to no margin and in fact are often money losers. is the plan worth it? in short no-a 2 year plan is a one year extended warranty. let's say you buy a dell laptop and have a problem with it(faulty hard drive for instance) and having bought your dell from staples with a warranty(2 year 149 bucks) you march over to your local staples and look for a fix. what am i going to tell you? i will give you a phone number to call and from there you will be directed to call dell for resolution-that's right first year is completely manufacturer warranty. now failed hard drive is a legit covered issue so i might get lucky and dell will replace it...but let's say my touchpad stops working,keys fall off the keyboard, pixels on screen etc...these are all 'grey' areas where the company may or may not cover. in short anything that normally goes wrong with a laptop-that could in anyway be interpreted as a 'use' issue is not covered. these sorts of issues are covered under the really expensive accidental plan(which we don't even bother to offer...239 bucks for a 2 year plan on a 400 dollar laptop :D).
one last note-the process doesn't apply just to laptops(but the pressure is heightened more intensely on laptops for certain)...i know of a general manager who sent a customer home to do an online order for $1000 of furniture because they wouldn't get plans(coverage on it). in all honesty for the salespeople's sake(we are low paid) just order stuff online from home.
Posted by ycrzy2 on 2010-08-26:
i would not call their regional manager because they probably wont do anything i would call corporate directly and alot of the stores have been doing this recently
Posted by pennyaday on 2010-11-11:
This happened to me also only with a printer. They checked stock on the computer and had 2 - but couldn't find them. The story I was dealt was someone must have purchased the last two and they weren't taken off the inventory yet. Which happens at the time they are rung up!
They never have any stock for sale items, it's just a ploy to get you in the store in hopes that you'll buy the cheap garbage they can't sell or a more expensive model. Unfortunately, it works all too often.
They never have any stock for sale items, it's just a ploy to get you in the store in hopes that you'll buy the cheap garbage they can't sell or a more expensive model. Unfortunately, it works all too often.
Posted by gomezd1 on 2010-11-29:
@ Pennyaday.. That's what you call "Bait and Switch"..
Posted by Melz on 2011-06-10:
My husband and I tried to purchase a laptop today and was turned away b/c someone else who was there a half hour earlier had first choice... We didn't even get to the "extras"! They said they would call us if he didn't want it! Can you believe that?!
Posted by Ron on 2011-08-12:
To
President and CEO of Staples, Canada
6 Staples Avenue
Richmond Hill, ON L4B 4W3
Sir,
We are disappointed with the evidenced bad attitude of your racially biased manager, Mr. Tristan.
On August 12, 2011, we stopped by to purchase some supplies.
We requested your store manager Mr. Tristan [a caucasian-white, clean-shaven, young, male] twice for assistance. He was pretending to be busy, when in fact he was doing nothing.
He chose to ignore us, and went on to assist another caucasian-white customer who came in after us. The lack of respect for visible-minority customers at your store, the rude manner of this evidently racially-biased store manager, seemed to be confirmed by the fact that there were no visible-minority managers in your store. The visible-minorities were simply workers taking orders from racially biased managers such as this rude Mr. Tristan.
The postal-counter weighing-machine was not working either. In spite of us waiting for over 10 minutes and requesting for assistance, nobody came.
We are left wondering about the evident glass-ceiling for visible-minority employees. If this is the demonstrated attitude of your store-manager, it is not surprising that the other employees follow his demonstrated example in bad customer service.
We would rather buy elsewhere.
Sincerely,
President and CEO of Staples, Canada
6 Staples Avenue
Richmond Hill, ON L4B 4W3
Sir,
We are disappointed with the evidenced bad attitude of your racially biased manager, Mr. Tristan.
On August 12, 2011, we stopped by to purchase some supplies.
We requested your store manager Mr. Tristan [a caucasian-white, clean-shaven, young, male] twice for assistance. He was pretending to be busy, when in fact he was doing nothing.
He chose to ignore us, and went on to assist another caucasian-white customer who came in after us. The lack of respect for visible-minority customers at your store, the rude manner of this evidently racially-biased store manager, seemed to be confirmed by the fact that there were no visible-minority managers in your store. The visible-minorities were simply workers taking orders from racially biased managers such as this rude Mr. Tristan.
The postal-counter weighing-machine was not working either. In spite of us waiting for over 10 minutes and requesting for assistance, nobody came.
We are left wondering about the evident glass-ceiling for visible-minority employees. If this is the demonstrated attitude of your store-manager, it is not surprising that the other employees follow his demonstrated example in bad customer service.
We would rather buy elsewhere.
Sincerely,
Posted by Kahula35 on 2011-09-09:
There are legit reasons why a Staples employee may tell you an item is in stock only for it to "magically" disappear.
Most often when you call or ask for a specific item Staples employees will just hope on their system and pop in the SKU number and check the report. The problem is the inventory system is not always current. It does not reflect floor models, damages, holds, or even recent purchases. So it is reasonable that a sales person could believe that something was in stock only to go into the lock room and find none there. Happened to me all the time when I worked there especially on the hot sale items.
However as to the plan selling I can also see this happen. Staples loses money on just about every laptop sale it makes. Specifically with the sale items. Many customers see a 600 dollar laptop glowing with 200 bucks off and they say, "Wow! What a great deal!" What they don't realize is those sales are designed to get them in the store.
When you buy that bargain laptop and nothing else, well the store just lost money and an opportunity. The opportunity to sell it to someone else who would buy other items. However thats the chance the store takes with such sale prices.
Unfortunately this puts a lot of pressure on the sales force who most often make very little money. Most retail sellers earn a little more than minimum wage but still have sales quotas. Like a reviewer above you have a sales number that is determined both by your "basket" sale (attachment sales) as well as protection plans and tech services. If you don't attach enough items or sell enough plans you don't get hours or could lose your job.
Should the customer care? Of course not. You just want your cheap computer.
While I worked there I always had to toe a line. Knowing how to relay the proper information about plans and stock to customers without killing the sale. I hated selling laptops to some customers because they wouldn't even listen to my sales pitch or recommendations even after I helped them for an hour to find the right computer for them.
The problem with the system is that it's mass consumerism. The computers generate no profit for the store so it's easy for the sales force to resent selling them. I have never denied a computer or product to a customer nor ever lied about stock levels to anyone. I also gladly assisted with sending customers to other stores and online orders. However I did sometimes feel a relief when a certain computer did go out of stock because I knew I wouldn't hear it from my boss that day.
Frankly, there were days when a customer would come in and be very rude about purchasing. They would treat me like garbage like I was a con artist and I often wanted to be rid of them faster than ever. They would yell at me and tell me the plans were scams or garbage and I would laugh when they came back a month later with a busted up machine and no protection plan.
It's sad but it's also not Best Buy.
As to what these stores did, I seriously doubt it was a company directive by any manager or anything and I can guarantee you it does not happen often. Staples is very much concerned about customer service. Stores that have lower CS ratings get slammed by corporate. The whole training program for associates hinges on servicing customers. Unfortunately the terms of employment hinge on selling "Extras" which puts pressure often on young people. It's sad if these young people did in fact lie to you. Thats certainly not Staples policy and I can assure is a rarity.
Most often when you call or ask for a specific item Staples employees will just hope on their system and pop in the SKU number and check the report. The problem is the inventory system is not always current. It does not reflect floor models, damages, holds, or even recent purchases. So it is reasonable that a sales person could believe that something was in stock only to go into the lock room and find none there. Happened to me all the time when I worked there especially on the hot sale items.
However as to the plan selling I can also see this happen. Staples loses money on just about every laptop sale it makes. Specifically with the sale items. Many customers see a 600 dollar laptop glowing with 200 bucks off and they say, "Wow! What a great deal!" What they don't realize is those sales are designed to get them in the store.
When you buy that bargain laptop and nothing else, well the store just lost money and an opportunity. The opportunity to sell it to someone else who would buy other items. However thats the chance the store takes with such sale prices.
Unfortunately this puts a lot of pressure on the sales force who most often make very little money. Most retail sellers earn a little more than minimum wage but still have sales quotas. Like a reviewer above you have a sales number that is determined both by your "basket" sale (attachment sales) as well as protection plans and tech services. If you don't attach enough items or sell enough plans you don't get hours or could lose your job.
Should the customer care? Of course not. You just want your cheap computer.
While I worked there I always had to toe a line. Knowing how to relay the proper information about plans and stock to customers without killing the sale. I hated selling laptops to some customers because they wouldn't even listen to my sales pitch or recommendations even after I helped them for an hour to find the right computer for them.
The problem with the system is that it's mass consumerism. The computers generate no profit for the store so it's easy for the sales force to resent selling them. I have never denied a computer or product to a customer nor ever lied about stock levels to anyone. I also gladly assisted with sending customers to other stores and online orders. However I did sometimes feel a relief when a certain computer did go out of stock because I knew I wouldn't hear it from my boss that day.
Frankly, there were days when a customer would come in and be very rude about purchasing. They would treat me like garbage like I was a con artist and I often wanted to be rid of them faster than ever. They would yell at me and tell me the plans were scams or garbage and I would laugh when they came back a month later with a busted up machine and no protection plan.
It's sad but it's also not Best Buy.
As to what these stores did, I seriously doubt it was a company directive by any manager or anything and I can guarantee you it does not happen often. Staples is very much concerned about customer service. Stores that have lower CS ratings get slammed by corporate. The whole training program for associates hinges on servicing customers. Unfortunately the terms of employment hinge on selling "Extras" which puts pressure often on young people. It's sad if these young people did in fact lie to you. Thats certainly not Staples policy and I can assure is a rarity.
Posted by Jimmy_Harrison on 2012-09-09:
I used to work for Staples back in the early 2000's during HS. It was great, and a good incentive program.
Last year, I decided to go back to earn some extra $$$. They did away with a lot of their commissions, and also had terrible pay. I should had refused, but figured something is better than nothing.
Staples completely forgot their concept. They are there to sell office supplies and equipment. They are not there to bully their customers. They excepted you to bully the customer and drain every possible cent out of them, rather than let them buy the laptop, and move on. Yes, some people need the additional items, but not always. It was pure torture. I only lasted there for 6 months the second time.
The managers as well as the district managers would constantly lie to you, and make you worthless.
They are trying to beat "Best Buy" well Circuit City went out of business, Best Buy is holding on, and I think if Staples keeps it up, they are next. Is Staples going to start selling fridges and microwaves and tv's?
Whenever I need something from Staples, I order online, so I don't have to run into the workers who are forced into bullying!
Their easy tech prices are a disgrace, and really rip the customers off and take advantage of them. Sure, you need to charge for your work, but not the way Staples does it.
They are trying to be a technology store when they are supposed to be an Office Supply Store! They should re-read their original concept!
I was really disappointing the second time I worked for them. I'm glad the article appeared in the NY Times, and that they change their attitude or they will be the next casualty of the "big box" retail stores.
Last year, I decided to go back to earn some extra $$$. They did away with a lot of their commissions, and also had terrible pay. I should had refused, but figured something is better than nothing.
Staples completely forgot their concept. They are there to sell office supplies and equipment. They are not there to bully their customers. They excepted you to bully the customer and drain every possible cent out of them, rather than let them buy the laptop, and move on. Yes, some people need the additional items, but not always. It was pure torture. I only lasted there for 6 months the second time.
The managers as well as the district managers would constantly lie to you, and make you worthless.
They are trying to beat "Best Buy" well Circuit City went out of business, Best Buy is holding on, and I think if Staples keeps it up, they are next. Is Staples going to start selling fridges and microwaves and tv's?
Whenever I need something from Staples, I order online, so I don't have to run into the workers who are forced into bullying!
Their easy tech prices are a disgrace, and really rip the customers off and take advantage of them. Sure, you need to charge for your work, but not the way Staples does it.
They are trying to be a technology store when they are supposed to be an Office Supply Store! They should re-read their original concept!
I was really disappointing the second time I worked for them. I'm glad the article appeared in the NY Times, and that they change their attitude or they will be the next casualty of the "big box" retail stores.
Posted by Goldmane on 2012-09-11:
I reposted on my facebook. Hope this goes viral, because I'm sick of stores pulling this bs.
Posted by leroi on 2012-10-06:
Bought my major-brand laptop at Walmart....whole transaction took less than 15 minutes.."Do you want the extended warranty? - No..." No problems, no support....handed them credit card, they handed me a box...Staples is doomed with their abusive nature!
Posted by Dumb Tacks on 2012-11-22:
I went through the harassment procedure (a/ka upsell, mental torture, brainwashing, dumbing down) at staples when i purchased 2 laptops this year. I refused the upsell but the stress and torture as a result was almost unbearable. I wanted to walk out and buy nothing but i decided to stand my ground no matter what the consequences are. This should be a rather simple transaction but Staples arrogance and greed make it totally aggravating. It's only a matter of time to when Staples goes out of business.
Posted by Joe V on 2012-12-11:
I experienced the same exact tactic by one sales mgr/associate called Ravie at staples in Brandon, FL. That idiot and Staples will never get my business for sure.
Posted by Current employee on 2012-12-29:
I currently work here and I find this very sad. I have seen this and the guy got fired. Although yes inventory is not always correct it is your job to double check if the item is currently there. I have had other stores send customers to me saying the other store didn't have the computer, come to find out the store had quite a few in stock just the customer didnt want the care plan. I am really sorry to hear about your experience, but like previously stated not all staples stores are the same not even all employees are the same. I have never pushed a sell on anyone. It's weird all the bad comments I've seen have all been from the east coast.
Posted by West Coaster on 2013-03-14:
Ha! I just experienced the same sort of treatment from my local Staples in Langley, BC. Canada.
I tried to purchase a clearance laptop but I eventually had to leave because the salesman refused to listen to my repeated requests of forgoing the extended warranty, Norton Antivirus, recovery disk and whatever else he was trying to shove down my throat. I was pretty upset when I left! I'm glad I stopped purchasing my printer ink from them over a year ago. I will never go back.
I tried to purchase a clearance laptop but I eventually had to leave because the salesman refused to listen to my repeated requests of forgoing the extended warranty, Norton Antivirus, recovery disk and whatever else he was trying to shove down my throat. I was pretty upset when I left! I'm glad I stopped purchasing my printer ink from them over a year ago. I will never go back.
Posted by Anonymous on 2013-04-10:
I am also a current staples employee (staying anonymous so that this wont be connected to me)
and I've seen it happen when I worked as an Easy Tech and as Office Supplies. Its a terrible thing that the sale can be refused because of the lack of adding to the market basket(For those who dont know, this is the amount of items you can add on to a customer's computer purchase. From another computer, to paper......it all counts and we must hit a certain market basket goal each transaction). There have been times when I'd hear other Easy Tech associates and the managers complain when they were not getting anything else. Its sad when I go to get a laptop and the first question i hear from the manager is "are they getting anything with it?" Most of the times i wont discuss additional purchases until i know we have the laptop, but thats not good enough for the manager.
Also, i hear managers sometimes cheer if we send a customer to another store knowing that they will not get the plan. Its pathetic, but I personally blame upper management(GM, DM, RSM and anyone above). With these goals in place, its sometimes impossible to reach them. All the time I receive threats of being terminated if i dont get plans. I've been told that i am a good seller. To make things clear, I HATE IT. I have customers come back to see me because of my honesty. If you dont need a plan, a printer or other things then fine. It annoys the hell out of upper management, but I'll keep it real 100%. Currently looking to transfer back into Office Supplies because being an Easy Tech is not worth the stress.
Finals words. When a tech or even a cashier(Sometimes we pawn customers off to cashiers so that they can give you the selling pitch, its a dirty trick and it annoys the customer, trust me i know) is trying to sell you a plan, be aware that they are under watch from management. At least let us explain it to you and then say no. It still pisses off upper management, but they dont hate us as much if we explained it to you fully. We dont want to sell it, we have to sell it
and I've seen it happen when I worked as an Easy Tech and as Office Supplies. Its a terrible thing that the sale can be refused because of the lack of adding to the market basket(For those who dont know, this is the amount of items you can add on to a customer's computer purchase. From another computer, to paper......it all counts and we must hit a certain market basket goal each transaction). There have been times when I'd hear other Easy Tech associates and the managers complain when they were not getting anything else. Its sad when I go to get a laptop and the first question i hear from the manager is "are they getting anything with it?" Most of the times i wont discuss additional purchases until i know we have the laptop, but thats not good enough for the manager.
Also, i hear managers sometimes cheer if we send a customer to another store knowing that they will not get the plan. Its pathetic, but I personally blame upper management(GM, DM, RSM and anyone above). With these goals in place, its sometimes impossible to reach them. All the time I receive threats of being terminated if i dont get plans. I've been told that i am a good seller. To make things clear, I HATE IT. I have customers come back to see me because of my honesty. If you dont need a plan, a printer or other things then fine. It annoys the hell out of upper management, but I'll keep it real 100%. Currently looking to transfer back into Office Supplies because being an Easy Tech is not worth the stress.
Finals words. When a tech or even a cashier(Sometimes we pawn customers off to cashiers so that they can give you the selling pitch, its a dirty trick and it annoys the customer, trust me i know) is trying to sell you a plan, be aware that they are under watch from management. At least let us explain it to you and then say no. It still pisses off upper management, but they dont hate us as much if we explained it to you fully. We dont want to sell it, we have to sell it
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
