CAPE CORAL, FLORIDA -- On 03/20/10 my wife purchased a computer from Office Max, Cape Coral Fl. Store #647. We spoke to the store employee whom we asked 4 separate times if this laptop will work with DIAL UP. Salesperson stated "yes no problem" 4 times and stated "if you buy the protection program it will be protected no questions asked, free replacement." PC was taken home and this laptop would not function with wireless router, nor would it go online with the DIAL UP system we had.
We returned to the store and the complaint was made to the store salesman, then to the store manager. Both were irate to me and would not solve the problem. Employee told me to return the wireless router and while I was home getting the router he told my wife to call me on the telephone and tell me his manager told him HE MADE A MISTAKE and RETURN the Laptop, IT would not work with the wireless router on a dial-up system. I told him I will return the Laptop and he stated fine they will take it back and give me a credit on my bank account for $529.98, after the factory accepted the return via UPS, this was told to me from the salesman.
When I returned to the store the manager told me to call the factory and get the software reprogrammed to fit the dial-up system. Factory stated no way can it be reprogrammed. This was not what we purchased from them. The computer was returned and in fact they charged my wife $106.98 as a restocking fee for returning the computer.
The store lied to sell this computer to us, the salesman knew nothing of the capabilities of the laptop and the store manager was rude and lied to us. What we thought was a good deal turned out costing me over $106.98 plus accessories for this laptop they didn't give cash back they gave gift cards to keep every dime they could from us, $126.00 in gift cards which made us have to shop at Office Max still. In all the return cost us over $232.98 for a return. This store is located in Cape Coral Florida, Del Prado BLVD. I am so mad over this deal I am looking for a good lawyer to sue these idiots.
We went to their competitors, BEST BUY of Ft Myers and received a wonderful deal. But we still lost over $232.98 as a result of a salesman lying along with the store managers. I called the headquarters over this deal and they said they would look into it but they are liars also. No return calls or investigation over this deal with Office Max. I can't believe we were ripped off over this salesperson's poor knowledge and the managers backing of lies.
This is a warning to all shopping at Office Max, NO EXPERIENCED PEOPLE ON THE SALES FLOOR, NOTHING BUT QUOTAS AND ALL LIES WHEN YOU RETURN SOMETHING. It will cost you money to bring something back at no fault of your own. Do not give these people the time of day, they need to fold up like all of the Circuit City Stores did. I have all the paperwork to back my statements.
This used to be a decent company, but anymore they just don't care or don't train anyone enough to get day to day problems fixed. I constantly have problems there anymore, and can't wait for the new Staples to open across the street from them next month.
Incident 1: 2 months ago, I go to OfficeMax in need of a replacement address stamp. Old one ran out of ink or whatever. I had bought it in this same store, and had it made while I shopped. After finding I couldn't order a replacement online for store pickup (to save time) I go to the store with the old stamper.
The girl there says they don't make them while you wait anymore, and it would be mailed to me in 14 days. I declined, and went back to the office because I know the website said they make them in store, but maybe I missed it saying just certain stores or something. Nope, ALL stores with OfficeMax Print centers do it. So I call customer service, and they confirm all print stores should, but to contact the individual store. No point, they just told me they didn't when I was there, right?
So I order one online to have it mailed to me. During the 5-7 days it took to get the stamp made (not 14 like I was told), I find out that store DID make them while you wait, and I've now lost a chance to use a 20% off in-store only coupon PLUS have to pay shipping for something I could have picked up when I was there. I contacted Customer Service telling them all this, and after about 5 emails back and forth, got ZERO discount. I also find out the stamp I was replacing had a lifetime warranty, and I shouldn't even have paid ANYTHING, but it was too late because I ordered the replacement and paid already! HELLO?
Incident 2: They had a promotion on paper last month. Buy $40 worth of case paper, get $25 back in MaxPerks (think limit 2 or 3 per customer). I buy 2 cases of Hammermill Brand @ $45 each. I go to the customer service register, and tell the girl I don't have my MaxPerks card, can they look it up by telephone number? She says yes (I already knew they could), and she looks it up and rings up my order. I had the strangest feeling it never happened, so I checked my MaxPerks account a few days later. Nothing there about this purchase. If I would have forgotten, OfficeMax would have screwed me out of like $50.
A related 'scam' to this is they dropped the price of their OfficeMax brand paper (and 1 or two others) to $39.99. One cent too little to get the rebate. Buying a single ream extra to get you over the $40 won't help you, it has to be CASES ONLY. You'll pay over $40 after taxes for a ream, but that doesn't count.
Incident 3: I bought an Engage cordless optical mouse from OfficeMax in the last week of Dec. Comes with a 1 year warranty. It broke in the first week of May. I call Customer Service to get a replacement, I get told to bring the mouse and the receipt to a store for replacement. I get to the store to find the one I bought is discontinued, and they have 1 that is like 95% identical, the only difference is that the little USB plug that goes behind the computer is now 1/2 an inch smaller than the old one (so they had to give it a new model number). The product is now $10 more expensive than I paid.
Their best offer? They'll refund me the old price and I can pay the new higher price! Where is that "under warranty"? Then the guy has the guts to tell me if I had paid $4 more for their extended warranty he would have made it an even switch. So I ask him why would I need an extended warranty when I'm just 4 months into the product's 1 year warranty? He refuses to budge, I take the broken mouse and leave. Additional consideration: The company that makes the mouse, Engage, IS OfficeMax. They just use the Engage name for this product line. It's THEIR product.
FEDERAL WAY, WASHINGTON -- My computer cannot open the file from the shortcut on the desktop screen. I ran the antivirus program and found no virus, so I bring my computer to OfficeMax since I have the free system screen coupon. ** the tech guy over there was nice and told me that he need to get the system diagnostic and fix for $120s. And he said if it not fixed, I will get a refund so there are no risk for me. I left the computer with him overnight.
He called me the next day and said that my computer was fixed. So I pick it up and bring back home. Now it's worst, not only it wasn't fixed but my other programs were wipe out (my calculator on my window, my photoshop, etc.) and my CD/DVD drive is not working also (It work fine before I brought my computer in). So I try to download the driver from the Dell support site. It can't be installed too. Plus, when I ran the antivirus program, I found 2 viruses in my computer. I got them deleted then I bring the computer back to OfficeMax, they kept it again overnight.
I came back to them 2 days after and they told me that it can't be fixed! So I asked for the refund per promised. The tech guy told me that I have to come on Thursday 19th to get the manager to approve the refund. I came back and the assistant manager told me that "NO WAY" point blank.
I recently bought a brand new Toshiba laptop and I knew I needed a good antivirus software. After talking with them about what would work best for me, it was highly recommended I purchase CTRLCenter PC Protection which uses McAfee and provides me with tech support 24/7. I also purchased the extended warranty and I really liked the idea of having access to a PC tech 24/7 to help resolve any issues that might arise. Well, issues arose after only one week!! I set it up just like I was told prior to going online.
One week later the first call was because I kept getting these strange pop-ups that were not allowing me to do anything. 2 hours later, after they accessed my PC they supposedly removed it the virus I was told all was safe. The tech told me I had a pretty extensive malware bug and he finally was able to isolate it and remove it. The very next day, my touchpad stopped scrolling. I called again and they accessed my PC again and something then happened to IE. They said I needed to call Microsoft who in turn said I needed to call Toshiba. I called Toshiba and they walked me through a few steps and it was working again, or so I thought.
On day 3 I had trouble yet again with IE and now with Google Chrome. Anytime I typed in a website, I was taken to another strange site. I was at my wits end. I called CTRLCenter tech again and after 7 hours of working on it I was told that IE was shot and I needed to follow this long list of steps when going to any website because whatever virus I had messed everything up.
My issue is I spent $129.99 for this protection and less than 2 weeks later was infected and it totally messed up my PC. Thankfully, Office Max did take it back and I got another laptop. This HP comes with Norton for days, and after that I am not sure which one I am going to use. Norton seems great so far, but I am extremely paranoid right now about any website. I will not be using CTRLCenter anymore and I think I will be trying to get my money back for that.
ORO VALLEY, ARIZONA -- Three weeks ago, I purchased a D-Link Ethernet Router from Office Max. Because I was waiting for my Internet-ready Blu-ray player to arrive I did not even take the unit out of the box during the first two weeks I had it. In the third week I opened the box and tried installing the D-Link. I tried for 6-8 hours changing my computer's LAN settings, reading the troubleshooting instructions and making numerous calls for support to Samsung and Comcast Cable -- and those companies tried their best to help me. Unfortunately they could not resolve my problem and D-Link could not be reached.
After all this headache which later resulted in my having to call Comcast to get my Internet connectivity restored, I reboxed the D-Link with the original receipt and everything it came with and went to Office Max to request a return. To my disappointment and chagrin, after speaking to two cashiers the manager was called in to tell me that they could not give me my cash back because the package was opened and it was older than 14 days. I told the manager that this was unsatisfactory and not like the policy of most large chains that allow 30 days for such returns. He said the best they could do was give me a store credit less 15 percent for a restocking fee.
I told the manager that I was upset and that I'd rather just take the unit out and smash it on his counter at which point he said he'd call the police if I went ahead. I told him that I didn't agree with their policy (which he showed me was in small pale blue print on the reverse side of my receipt) but since that was the best they would offer I would take the partial refund, buy one last item to use it up and then never shop at Office Max again. The Manager stated that this would be fine.
It might be "fine" for Office Max, but it was hardly fine for me considering that trying to use the router was all but impossible and it wasted half a day of my time. The Router cost only $20, so for the $3 restocking fee they gave me all that grief and lost a good customer.
This makes absolutely no sense to me, but since I need a new ink cartridge for my printer that will be the last item I buy from Office Max using the partial credit they allowed. Office Max: you guys have no clue of how to handle customer relations and I can't see you surviving in this type of economic climate being particularly hard-nosed on your returns policy. Good luck, you'll need it.
LAKE JACKSON, TEXAS -- OFFICE MAX WARRANTIES ARE NOT WORTH THE PAPER THEY ARE WRITTEN ON. I had used Office Max warranties in the past, and was very unhappy. I sent in my printer and they sent in one that was in worse shape than mine. I needed 2 printers for our business so I checked Office Max for prices. I had decided not to purchase from them since I had been unhappy in the past. The manager there told me that if I purchased a replacement warranty on the printer I was looking at that if something happens it will be replaced with the same or one of equal value in the store.
Well something happened and she basically called me a liar. She said that her number was not on the receipt therefore I was wrong. I was very upset with her. I called and found out that my equal value is only worth $128.00 instead of the 299.99 printer that I purchased. I must send in my printer first, which they will refurbish and sell for more than I will get with their warranty.
I will never shop at Office Max again and I will warn off family and friends from shopping there. Office Max and this manager have no customer services ethics at all. Stay away from what looks like a good deal on their warranties even when the manager is the one telling you that they will back it, they lie.
ONLINE, HAWAII -- I ordered a desk in November as a Christmas present for my husband. It is now January and I still have not received the desk. I called the customer support people and they just said it was "back ordered". No apology for the delay, no apology that their website doesn't indicate it is not in stock, nothing. Due to my poor experience with the phone line, I sent an email to customer support complaining about the crappy customer support lady, and complaining that I didn't have my desk yet. No response. Emailed again, no response.
Finally, I responded to the email that I received when I made my purchase. That person told me that my desk is being shipped directly from the manufacturer and they (OfficeMax) has no idea if it shipped or not, or when I could expect it. Horrible horrible customer service. If it doesn't arrive soon I'm going to the Better Business Bureau.
I tried to find the website to fill out the Office Max survey offered on my sales receipt to receive 45.00 off my next purchase at Office Max. When I couldn't bring up the site I called the customer assistance phone number listed on my store receipt. After I explain that I couldn't bring up the correct website to fill out the Office Max survey the person I was talking to filled out the survey on her computer with me supplying my answers. She filled in my Email address and said she would send me a $5.00 off coupon for Office Max, that was three days ago and I still haven't received it.
Any savings would help as I have to drive a 115 miles to the nearest Office Max store. I have been shopping at Office Max in Great Falls, MT. for several years and generally the store personnel have been very helpful and I gave them a good recommendation in the survey.
DEARBORN, MICHIGAN -- Just came from this Dearborn OfficeMax store, and had a bad experience with what should have been a simple return. Ten days ago for my birthday my wife gave me several MontBlanc pen refills which were the wrong size. I got the receipt from her and went to return them. I was told, "Sorry, this was purchased 39 days ago, and there are NO returns after 30 days." I explained the situation, but was told no. I asked to speak to the manager, and had to wait nearly 15 minutes. My time is valuable, and it was hardly worth it, but I waited.
The manager discussed the policy, but agreed to make the return. BUT only to my wife's credit card. I didn't have my wife's credit card. "Sorry, no return." "Can you refund it to another credit card?" "No." After further arguing, she agreed to a store credit. Well who wants to shop here again after having to argue with salespeople for twenty minutes over some pen refills? But I took it.
The icing on the cake: on the way out of the store I noticed a sign that said, "free bottle of soda if we didn't try to sell you printer paper on this transaction." So I asked for the pop. "Sorry, that doesn't apply to returns!" More arguing. But I got the soda.