Staples Complaint - Lousy customer service
SURREY -- The following is what I sent to Staples. It'll serve nicely as my review.
I have just returned from visiting the South Surrey Staples in BC for the second time in 3 days. The first time I went in to get an item shown in the Staples flyer sent to my home. The store was out of stock. I was told there could be no rain cheque and that I should come back in a couple of days. So I did. Again there was no stock. Again no rain cheque. Now it happens that Staples carries a nearly identical item which has a regular price $1 more than the sales item's regular price. I discussed this with the store manager, asking that he make the substitution, particularly since his staff had now cost me 2 trips and that he claimed Staples has a policy against rain cheques. This store manager refused, but made the preposterous offer of a much smaller discount on the nearly identical item. This is the very definition of appallingly bad customer service.
Do not send flyers to my home with false advertising. Do not make me pay for the privilege of repeated wasted trips to view your empty shelves. Do not treat me as if I should be grateful when/if you get around to stocking your shelves with advertised goods. Do not expect me to shop at your stores again. Most of all, do not expect me to keep this story to myself. I will share it with many friends and colleagues, urging them to take their business elsewhere.
I hope you are not so foolish as to believe you have somehow saved money by treating me this way. On the contrary, you have lost my future business and you can be certain that my story will influence at least some of the people I tell to shop elsewhere.
For the record, the item in question is Item Number 489650, a Nylon CD Wallet for 92 CDs, on sale for $13.96. For argument's sake, lets suppose that $13.96 is pure profit for Staples. Do you not think your treatment of this customer will cost you at least that much in future profits? I suggest that this event will cost you at least ten times that, and probably far more.
Clearly your store manager knows nothing about customer relations. You would do well to replace him with someone that does and to educate your staff as to the necessity of happy customers in the retail business. Reminders that Staples has competitors and that they are treating their customers better than Staples would not be out of place. Now I have many other choices as to where to go to buy that CD wallet. I will definitely be purchasing one or two of them in the imminent future and Staples refusal to sell me such an item means one of your competitors gets the business - if they treat me well, I will purchase more items in the future from them.
Now, I will look around for other venues in which to tell my story. Perhaps some Internet forums. Of course, the easiest place to begin is my employer's internal electronic forums, since we have a special vendor recommendations forum for just this purpose. I can easily reach 4000 people with such a posting.
Good luck, Staples. The retailing business is tough enough without driving away customers.