PORT CHARLOTTE, FLORIDA -- I was in earlier today to pick up an order that I thought I had submitted online. Apparently it didn't go through and I had suspected that. I was so pleased and impressed with the salesperson who looked for the order and when she couldn't find it, went ahead and printed it for me - then and there. And after all that - no charge. It was only 5 pages and not a huge amount of money for either myself or the store but I just thought that it was a nice touch that has raised my opinion of Staples to a higher level.
Plus the other salesperson working there was busy, busy multi-tasking and dealing with several customers- I was dazzled just watching her. It occurs to me that many companies could learn much about customer service from the training at Staples. PS - I come from Canada, where we are supposed to be so nice - but the folks today could show some of our salespeople a thing or two.
LOS ANGELES, CALIFORNIA -- I am submitting this complaint after having contacted Staples' Office of the President team of customer relations representatives. I spoke twice with ** and was promised a call back from his supervisor ** which never materialized. My experience was with the Staples store in West Los Angeles on Santa Monica Boulevard. I purchased a Western Digital external hard drive at a different Staples location and within the 14 day return policy period (8 days) I brought the unopened drive to the Staples store, with my receipt, for return. The cashier called over a store manager to approve the return.
The store manager examined the packaging, which was never opened or even touched by me, and decided he needed to completely destroy the packaging and compare the serial number on the drive case to that on the packaging. When I questioned him on why he found it necessary to destroy the tamper-proofed packaging, he responded that it was policy. The examination of my product took several minutes and was done in plain view of other customers at one of the cashier stations in the front of the store.
While the product was being examined by the store manager, I asked him what would happen if the serial numbers did not match as a result of an error made by the product manufacturer. His response was that Western Digital did not make mistakes, so that was impossible. The store manager's examination validated that the product serial numbers did match and the return was accepted. My complaint and concern stems from the very real possibility that something did not match through no fault of mine.
The sealed product was now very much unsealed, I was humiliated in front of other customers by the actions of the store manager done in plain sight, and I was very angry that I was made to endure this waste of my time. If Staples cannot trust the tamperproof packaging of their manufacturers, they need to take that up with their vendors, not take it out on their customers. Telling me that it was not possible that a mistake in packaging could have been made by their vendor is just plain fantasy and I very much doubt that their vendors would support them in their statement that a mistake is impossible.
The office of the president customer relations representative assured me that he would: forward my complaint on to both the district and regional managers, follow up with me and share what corrective actions were taken and work to make certain that other Staples' customers were not subjected to the same treatment shown to me. I have no idea if item 1 was completed, but I waited 8 days to hear back from Mr. ** before calling him back for status. I told Mr. ** I would not be shopping at Staples until I was comfortable that my complaints were properly addressed.
This incident could have been much worse had there been a serial number mismatch, but I do not want to wait for that to happen to me. Staples needs to protect themselves from shrinkage and theft while at the same time respecting and valuing their customers and the customer experience. Staples chose only to worry about themselves in my experience paying absolutely no attention to their customer. I choose to give my patronage to businesses that value me as customer. I was concerned that the store manager might be a rogue employee so I reported my experience to the corporate office.
What I discovered is that the treatment I received was acceptable all the way up the corporate ladder. Bye, bye Staples and hello Office Depot, Office Max, Best Buy and the like.
READING, MA 01867, MASSACHUSETTS -- As you well known from the content of E-Mails recently sent to Staples CEO Ron Sargent, I had a most unpleasant (read: stressful) experience when I purchased the Altra Chadwick Collection (Desk, Hutch, Filing Cabinet) of office furniture from the Reading Staples Store. It was just one misstep after another. The phrase "a comedy of errors" best describes the action on the part of Staples personnel.
Constant dialogue between me and Staples staff along with a series of trips between my apartment in Burlington and the Reading store took the better part of a week before SANITY prevailed and I started to feel that finally we were getting somewhere and that CLOSURE was in sight.
Sanity arrived in the person of **, the Sales Manager in your Reading store, who took control of the situation. Staples is indeed lucky to have ** in its employ. He is a man who literally "goes to the wall" to ensure that the customer has a positive experience when shopping at Staples. He sensed my frustration, anger and dissatisfaction at all that had taken place. Furthermore, he was most reassuring when he said that everything would be taken care of. To with he said: "Mr. **, we are going to start all over again." TIME BEGINS NOW.
At that point he cancelled the entire order, namely Order # **, and accordingly, credited my American Express Credit Card. He then proceeded to create a NEW ORDER (# **) which included charging me for the cost of assembling the furniture once it was delivered to my apartment. He said over and over again that he would literally track the Order and would keep me informed as to its "progress".
I was given an Oct 4th delivery date. Two of the items namely the chair and the filing cabinet arrived several days prior to that date. True to his word, ** called my home to confirm the delivery of the chair and filing cabinet. Furthermore, told me that when the balance of the order (i.e. desk and hutch) arrived I should call Apollo Retail Specialists, the company that was going to assemble the items, and schedule a date and time when they could send someone to assemble my Altra Chadwick Collection.
Just as ** had indicated, the desk and hutch were delivered on Oct 4th. I immediately called Apollo @ (866)770-0022 to arrange for assembly and was told, in no uncertain terms, that they had to be PAID first before they could schedule an assembly date. I informed Apollo that Staples had charged me for the assembly. I gave them the order's transaction # and said that it was my understanding that Apollo and Staples could work out the details regarding the remittance of payment to Apollo. I was then told (by Apollo) that's not how they do business. At that point I sensed that it was an exercise in futility to try to reason with the Apollo representative.
Accordingly, I ended the conversation and immediately called the Reading store and asked to speak with **. After telling him of the situation with Apollo, he said "hold on, I'll get back to you." Within a matter of a few minutes ** called me and told me to call National Assembly Service at (866)826-6622 which I did whereupon I started speaking with a very pleasant sounding woman by the name of **. I provided her with transaction # as well as the Item #s of the various pieces in the order.
She then asked me if Tuesday, Oct 8th would be a convenient date for her to send a technician to assemble the items. I checked with my "Executive Secretary" and was assured that Tuesday, Oct 8th was acceptable. The whole exchange with ** unlike that with Apollo was most cordial (and professional). I then called ** and told him that an assembly date had been set. Furthermore, I thanked him for all of his efforts in helping to bring CLOSURE to this whole affair.
Postscript: I cannot say enough about **. When all appeared to be lost, he "stepped up to the plate" and provided courteous, professional service that provided a most satisfactory remediation of what had been a very stressful, non-professional handling of a customer's request for adjudication of (for lack of a better way of saying it) LOUSY, MIXED UP, UNCERTAIN SERVICE.
BURLINGTON, IOWA -- I faxed the following to corporate - no response. On Saturday Jan. 12th while returning home I decided to stop at a Staples in Burlington Iowa to see if they might have a Nexus 7 16gb tablet in stock. I spoke with the person in the computer department and he informed me that they were sold out. He did volunteer that they had a truck "come in" and there might be some in that shipment. I asked him if he could check.
He went to a computer terminal and said yes they are in this shipment. I asked if it was possible that someone could retrieve a tablet from the shipment. He then called the manager and spoke with him. He explained that it is secured because of the value of the items on the pallet. And that once the seal is broken everything must be checked in which could take hours. I explained that I lived a one hour drive away and could return the following day on Sunday. He wrote down my name on a note requesting a tablet to be held for me until 3pm on Sunday.
On Sunday morning I called the store and spoke with someone else that knew of my noted request. I told him I would be driving to the store to purchase the tablet. He informed me that the pallet had not been opened yet but should be by the time I expected to arrive at 2pm on Sunday. At about 2pm I go into the store and the customer service counter expecting to purchase the tablet. I was informed by the clerk that I had spoken with on the phone previously that they had not started unpacking the pallet. He then paged the manager on duty. I explained to her that I had been told the tablet would be available at that time.
She replied that "sometimes it takes days to unload the truck" and showed no sympathy that I had just driven 60 miles to get there. She said that "no one should have told you that tablets are on the truck" and that "they do not know what is in a shipment until they unpack it". I lost it! I told her it would be the last time I ever set foot in one of their stores and was sorry I had spent hundreds of dollars with them in the past.
I am a business owner. I purchased my business in 1989. I know what a bill of lading is. They know what is on that truck - every thumb tack. They would not be able to acquire insurance without knowing exactly what is on each shipment. There is no "truck" - it is just pallets in the warehouse. They would not tie up a truck for days "while they unload it." She insulted my intelligence. Then she insulted her staff by stating they should not have told me the item would be available. She offered no consolation and suggest I return to their store in 3 to 4 days to see if they have the item in stock.
PHILADELPHIA, PENNSYLVANIA -- I purchased a new Dell computer (i580-1839NBC) from Staples store #357 on 1/30/12, and paid an additional $99.99 for the Premium PC Setup Package. I also at the same time purchased a Microsoft Office Home and Student package (3 PC) for $109.99 ($149.99 minus 40 dollars off w/ computer purchase) because the Easy Tech, **, informed me that I needed to purchase it to get Microsoft Office. I subsequently discovered that this computer came preloaded with Microsoft Office, and that I really only needed to purchase a product key. The difference between what I purchased and the product key is approximately 20-30 dollars.
I contacted the store on 2/12/12 and asked Easy Tech ** why he sold me the more expensive option. He informed me that "the difference is not significant." It's significant to me. I found his demeanor insulting and demeaning. I then spoke to the store manager, **, who informed me that I needed to return the whole desktop computer to the store and they would delete the software, and then refund me the difference. I don't consider that a viable option, and I suggested that I would return the CD software package, and offered to delete it myself off my computer. I said I would be willing then to accept store credit for the difference in price.
He told me that that would "mess up his inventory". I know for a fact that he could do that if he wanted. ** implied he was doing me a favor agreeing to the conditions of the refund. I told him that for me it would mean dragging a desktop computer with my files and personal information on it back to the store, leaving it, and depending on ** to delete the Office Package. I also tried to explain to him that ** was the one who had opened the Office package since he installed it, and that he should have known that Microsoft Office was preloaded before he opened it. He should know his inventory. And it's written right on the carton!
I did not see that myself because once I had agreed to the Premium Setup package, store staff placed the carton behind the counter. I have already had issues with ** previously regarding installing my wireless connection. The first night I bought the computer home, the computer would not recognize my wireless router. I called Staples, and talked to ** since he had set up the wireless card. His response, "I really don't know much about wireless". He did say that my router was obsolete. I informed him that it was two weeks old.
Finally, after 2 hours with Verizon, (never heard anything about problems with their routers) and then 3 hours with Dell, they managed to reconfigure my computer remotely. (I can't say enough about their service, it's great. But I did have to use my software support time.) They hadn't heard of software problems with any Verizon router either. They did say that the Staples store tech should have been able to help me. So I really don't want ** working on my new computer. I would be happy to simply return my unused 2 PC portion of my Microsoft Office package, and get a store credit for the difference, provided that I do not have to return my computer.
I will simply eat the $99.99 I spent on the Premium PC Setup at Staples, which was wasted money. No help with my wireless problem, ** simply installed a USB adapter for my wireless (I expected a PCI), and now I find out that Office was already loaded. If this is not resolved, I will never buy at Staples again, and will tell everyone I know about how they mislead their customers.
NORTH BABYLON, NEW YORK -- Today is 8/6/10. This is regarding the store on DPA North Babylon, NY. In June I went to Staples to buy a stapler. When I was looking at them on the wall a sales clerk asked if he could help. I said yea, I want a stapler that I won't throw away in a month. He was dumbfounded and didn't know what to say. I told him forget it. I picked out a Staples brand one touch stapler and bought two. For a month it worked great, I loved it. Then it started to get jammed up and the staples were coming out wrong (short sides going out instead of going in). I brought it back to the store and some chick was trying to tell me that it was supposed to do that.
I started to argue with her and decided, without proof I have no legs to stand on. I went to my office to bring both the good and bad staplers to them to show them the difference. I went back and got a different girl at the register. I explained that the stapler didn't work anymore and I wanted to exchange it for another. She called someone over (it was the same girl) she said "Oh I had one of these this morning," I said "no it is the same one." She said "well that's the way its supposed to be." I said: "Really? Then why is this one bending in?" (referring to the not broken one) then I stapled both and showed them the difference.
They still were arguing with me saying it's the way it supposed to be. I said "what is wrong with you people, can't you see the difference?" They said it's the way it's supposed to be (I think they were from the Stepford wives). What do they think, that I am blind and an idiot?? I was furious with them. Then the store manager came over and said they would exchange it today but in the future I would need the packaging. I said "it's a stapler, not a TV. I would not have kept the plastic "cage" that you need a razor to open." She repeated herself. I figured what the hell, I am getting a new stapler, I'll not argue any more.
The cashier started the return but because I used a Staples reward coupon to pay for it and the coupon expired on 6/30/2010 (even though I used it back on 6/1/10) their system would not return the item for the amount I paid for it, I was only going to get $3 for it. I said I don't want a refund, I only want the stapler. They said they can't do anything about it, I would just have to buy a new one. I said to her "you know you are right. There is nothing you are capable of doing, I will take it up with corporate." I get back to the office and immediately call the "President's office" where first I apologize for being rude then explained my extreme frustration.
The man on the phone didn't really sound too interested but sent me via email coupons to purchase a new stapler. OK so I got what I wanted except there was no justice done. I explained to the guy that I really didn't want this to just sit. I wanted someone to call the store and tell them it was wrong to treat a customer like that (like I was stupid) because this was not the first instance of trouble at this store. Two years ago I purchased something, brought it back two days later unopened and they refused to take it back (because some company they get approvals for returns from was closed due to wild fires in CA).
He said he understood and would forward the message on. I really doubt anyone will do anything about it so I figured I would vent here. In the future, I will either go somewhere else or shop at Staples online. I really don't want to ever go back into that store. They are morons there. I mean really, they had to argue about what a used staple to supposed to look like. And if indeed it was supposed to look like that, then why did it not look like that for the first month and 1/2? OMG.
ATLANTA -- I purchased a Lenovo desktop in August 2018. After only 5 months it experienced a fatal hardware error. I took it back to Staples to be repaired, but they could not fix it and told me to contact customer service. When I contacted customer service, they refused to replace the computer or refund my money even though the ad stated that the computer had a 1 year warranty. NEVER buy a computer from these crooks.
COLORADO, COLORADO -- Online website: I submitted an order and 2 days later called to check on my order. They said the order was canceled from their side and never informed me and by that time the item was sold out. Terrible website and customer service. They are very bad with store pickup. I called a store to check if they have a specific laptop and they said yes and once I drove there turns out they never had it.
UNIONTOWN, PENNSYLVANIA -- Dear Staples, I sent a UPS package from your store and also got insurance for peace of mind. When going through the process at the Uniontown, PA Staples store I received the very best of customer service and rate that experience A+. The package was sent and in a few days I received notice that the package when received was damaged. UPS states that the box that it was shipped in was not up to UPS standards and will not honor the insurance that was purchased for that item. I then called the CEO of the manufacturer of the item, he stated and that the box that the item was initially shipped in and was designed for that item.
The manufacturer stated that they had no problems or issues with that shipping box. However that is the same box with a Styrofoam mold to hold the item in place while shipping it to the receiver and UPS stated that it was not up to their standards, will not honor the insurance that was purchased for that item at the Staples Store in Uniontown, PA.
I am calling the president of Staples this morning and I feel most certain that he will look into this matter and resolve it very quickly due to this has been going on for 60 days after I have sent this item and purchased insurance on this item. Staples in Uniontown Pennsylvania have always given my company excellent customer service for the past 21 year. And I feel confident that I will be writing about my great customer service experience later today. Thanks and God bless.
On 1/20/2015 at 9:05 am till 9:52 am I spoke with Staples employee **, the Executive Customer Service Assistant to the President of Staples. Mr. was very kind and listened to my issue. He then said that he was not able to contact UPS, however he would reach out to the Staples UPS team of specialists and said that I would receive an email within 48 hours concerning the conversation between UPS and the Staples UPS team. Also Mr. gave me his word that he would call me to read what UPS wrote on the claim website in no more than two days.
I also asked Mr. if I may speak with the President of Staples, he told me that the Staples President does not speak to anyone with a problem at Staples. I am reaching out to the president to call me about this matter. It would make me feel a whole lot better that Mr. conveying to me that he would not be able to speak to anyone at UPS. And when I call UPS they tell me that I must call Staples because that is where I purchased the insurance to send my package. I will keep you posted on Mr. phone call, Staples UPS Team's email and if the Staples President calls to ask about this matter.
LAKELAND, FLORIDA -- On December 13, 2014, I paid Staples $1028 CASH deposit they required to purchase a new laptop. They promised delivery in 3 business days. The sales persons name was **. His manager was also involved in this transaction. I received an e-mail informing me that the order had been canceled on 12/22/2014. So, I made a special trip to the store where I purchased the laptop on South Fla Ave in Lakeland, Florida and ** assured me that the order had not been canceled and that it would in fact be delivered on 12/26/2014 and he promised he would call me on that day.
I received a phone call on 12/29/2014 from ** informing me that the order had in fact been canceled and that I needed to come in and look at the available options. December 30, 2014, I went to the store to get back my CASH deposit and was informed that their corporate office would mail me a check within 2 weeks maybe, by their team supervisor, **. At this time, I was also told by another employee that they had personally told ** several times that he should call me and inform me of the cancellation. This person was present when ** promised the 12/26 delivery and that he would also call me on that day.
The team supervisor gave me a phone number to call for the Staples office of the president and called and spoke to a person named ** at extension 31515 in customer service at length. She asked for my number promised to call me back the following day. I repeated the number to her twice. I have yet to hear from her and I have left several messages.
I am a local business man and have dealt with all kinds of businesses in the last 32 years and I have got to say that these are the shadiest bunch I have dealt with in a long time. They will have use of my money for a month or longer because they could not deliver a product THEY sold me. I didn't even go in there to buy a computer but they sure painted a pretty picture so I bought it. What a bill of goods huh? I need to purchase a computer but they have my money so I can't.