RICHMOND HILL, ONTARIO CANADA -- The Staples Canada Head Office In Richmond Hill, Ontario Canada Will Not Help You And Is As Cheap And Selfish As Possible!
Back on Sunday, July 24, 2016, I spent $452.70 of my hard earned money to buy my Very First Acer ES1-531-C6FQ Laptop which was purchased at Your Staples Canada Store # 15 Which Is Located At: 3150 Dufferin Street, Toronto, Ontario Canada M6A 2T1
For Your Information: I have always been loyal to HP because of what I get for my money, however, it was time for a Change since my previous laptop was dying out and so I chose to give Acer Inc a Chance!
However, I am very disappointed in your laptop due to the following reasons:
1) When I Am Online, It Is Quite Slow. I am Not sure if it has to do with the Ram or Memory, but I find your model to be quite slower compared to what I had bought the last time with HP.
2) Your laptop does Not Come With A CD/DVD Drive like my HP came with.
I seriously did Not know this and Assumed that All Laptops come with the CD/DVD Drive and Yours Requires The Customer To Buy It in which I find to be Quite Selfish And Ridiculous because my last
HP Laptop Included The CD/DVD Drive on the Right Side Of The Laptop!
That Is Not Fair At All and I am Far From Happy because of that as well!
Please NOTE: During My In-Store Experience, Your Sales Representative New Very Little About The Laptop That I Just Purchased, Including Not Even Having The Liberty, Nor The Honesty Of Informing Me Of Whether It Came With A Built-In CD/DVD Player Or Not!
Please Also NOTE: When I Asked If My One Year Warranty Would Be Valid To Use In The United States Since I Permanently Live In Los Angeles, California, He Did Not Know The Answer Either!
This Is Considered To Be Very Unprofessional Coming From The Retail Side Of Your Business!
Later Results: After emailing their corporate executives earlier on today, I did get a response back from their Canadian Head Office out in Richmond Hill, Ontario Canada today at 2:56 P.M. from the phone number of: (905) 737-1147 and the Woman I spoke to was Extremely Rude, Controlling and Had Excuses For Everything.
She Refused to Treat Me Proper as a Staples Inc. Customer and told ME that she will NOT Upgrade Me to a Better Model and just told me to Return The Product Back For A Refund and to Spend More Money If I Want A Proper Working Laptop!
She also told ME that I Got What I Paid For!
This to ME is Beyond Low, Disgusting, Pitiful, Unreliable, Unhelpful, Uncaring Service that I personally did Not Deserve!
During our phone conversation, she was trying Very Hard To Control My Anger and The Tone Of My Voice in which I take Offense To!
This had to be One Of The Worst Customer No Service Experiences That I Ever Had With A Major Store and Hopefully The Last!
Final Thoughts: I know that she CAN Afford To Take Care Of Me Properly as a Staples Inc. Customer, but Out Of Greed And Selfishness, she Will Not!
I also believe that she has been told and trained to Give Back As Little To The Customer As Possible!
I most likely will be Returning The Laptop Back Within The 14 Days and Buying One Back In The United States where the Service is so Much Better!
I am NEVER Going Back To Staples Inc.!
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.
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.
ORLANDO, FLORIDA -- I purchased a printer on 10/28/2011 and when the sales person asked me if I wanted to purchase the coverage plan for 2 years, I asked if the 2 years started after the 1 year warranty that printer was under, sales person told me yes it was, so I would have a total of three years.
Fast forward to the present, I brought the printer into the Staples store on Alafaya Trail, Waterford Lakes and went over to the Easy Tech support desk. I showed the tech the printer and told him that I was receiving a message error that implied something was stuck in the printer and I couldn't find it. The tech asked me for my receipt, called someone because the date was 2011, came back and told me the printer was still under warranty. The tech couldn't figure what was wrong with the printer, so he told me to call the 1-800 number for Customer Service and they would assist me.
I called Customer Service all ready to receive my postage free box to send out the printer for the support people to fix and was told that my warranty had expired. I went over the whole conversation that I had when I brought the printer into the store and all Customer Service could say to me was, “I'm sorry, but your coverage started the day you purchased your printer, not a year later.”
I went on to tell her the story again, where the tech called and asked if the printer was under warranty (which he said it was), so I said, “the sales person sold me a protection plan under false pretenses and the tech person wasn't truthful when he told me the printer was still under warranty – you're Customer Service, what are you going to do to correct the situation?” A sorry was all I received!
I called the store, talked with the manager and told him that I never shop at Staples, I was in another store nearby and decided to go in and look around. He told me I was under the old coverage plan… And that matters how? This incident confirms why I don't shop at Staples and never will again! I'll shop where I always shop – Best Buy – where the sales people are honest with the customers, because they want you to come back.
WYOMISSING, PENNSYLVANIA -- I have been in the market for a new printer for our small business for about a year and a half. I have compared printers online and still was not sure which I should buy. I have always bought HP products so I was inclined to stick with them. I did not seek help when I went to Staples because my past experiences when I've needed help have not been good at all. They seemed to be cashiers roaming the store hoping no one asks them any questions, and when they do, they were not knowledgeable about any of the products. So this morning when I went in to buy cartridges for the printer that needs replacing, I browsed the new printers yet again.
A sales clerk saw me looking a particular printer and came over and told me that they have had returns on almost all of that particular printer sold and asked what exactly I needed in a printer. I told him and he directed me to an Epson printer. It was one of the cheaper printers so I inquired what made the next one ($100 more) worth the extra money. He explained the differences between the two and instead of steering me towards the one that was $100 more, he told me that for what I would be using it for, the cheaper one was actually a better fit for me.
That salesman's name was **, Tech Sales Supervisor at the Wyomissing, PA store. He was the most courteous, helpful, informative salesperson I have ever encountered. They were out of stock of that particular printer in the store and he offered to order it online for me and ship it to us. I however, came home and ordered it myself. I felt relieved to finally have made an informative decision about which printer to buy after trying for so long to figure it out myself.
Thank you **! I hope the right people at the Staples Home Offices read these reviews and reward employees for their superior service. I hope you move up in this company. You certainly have the knowledge and the people skills to go far in life!
CUPPERTINO, CALIFORNIA -- Very bad experience! I came here because we had a gather with my friends in this area. I went to buy 3 gift cards to give to my friends. After I paid and signed, they started to activate them. But they could not activate the 3rd one. Without asking my permission, the cashier canceled my 3rd gift card, and then his manager came out and void the cancellation. At last, they charged me all 3 gift cards' price, but only 2 are activated. Then they told me that they could not do anything.
They could not active another gift card to me, so I was angry and said that I wanted my money back. (I don't want to buy the gift cards here.) They said that I could not return the gift cards unless I came another time when their manager and their banker was at work. I lived very far, so I refused to come another time. I wanted it settle down this time. To me, you either give my money back or give me a 3rd gift card. The cashier and his supervisor said that their operation manager had more power than them, and they called the operations manager (named Carrie **) many times. The operations manager refused to come out to meet me to settle this down.
I am pissed off by their behaviors. They even let me call my credit card company to cancel the transaction, but the bank didn't have the right, but Staples should do that; or after the transaction posted, I disputed. I understand the banker's explanation. But Staples people said that their system could not void my transaction, so I could not even dispute the transaction later they have my signature. I must come back once and that's the operational manager's decision. Till here, it's already one hour passed.
Finally, their operations manager told them that they could void my 3rd gift card's charge. They wasted my time, and they could not give me an satisfying solution. Later I called Staples Customer Service to complain this and they told me that they could not do anything. In other retail stores or online store, they could easily solve this kind of problem. Why does Staples use this suck system, stupid policy, irresponsible salesman and operations manager? I am sorry for this tedious and not logical review, because I way too angry. I will never ever come back to any Staples!
RIVERDALE, NEW JERSEY -- Visited Riverdale NJ Staples: Found a camera (Samsung ST150s) in store. Found the same color/model on Best Buy website for $20 less, so the clerk asked manager if they could price match. Manager said no, because this was an in store item, there was no way to verify if Best Buy had it in the store. So I hit the check out button on my phone, and amazingly, the Best Buy website stated the store at the next traffic light indeed had it in stock, and I could pick it up "now" for the lower price.
We showed the manager, who said (in the rudest, most condescending tone of voice) that I would need to go to Best Buy, get a circular, and bring it back. Only then could they match an in store items price. I asked what if item was not listed in circular? Manager shrugged, "that's our policy, can't be helped". I said, "it would be easier to purchase from Best Buy", and I walked out. (Bought camera in the color I wanted at Best Buy 5 minutes later.)
After reviewing the Staples posted policy, it does not clearly state what you would need to price match in store price, circular or otherwise. But I know that competing stores accept each others coupons on my smartphone and Best Buy's own site lets you save the URL or print out from competitor. Why did the manager say "no way to verify in store at that price", and then when confronted with evidence of in store/in stock lower price, demand a circular? For a camera Staples wasn't supposed to have!
Why is it my job to bring a competitor circular to management! A price listed on website for an item VERIFIED to be in stock, in store, should be more than enough!
EASE WONDSOR, NEW JERSEY -- I was sold a service that did not deliver and that removed programs from my computer without consulting me. The result was that I could not do my work because all connections to servers were destroyed. I also was told to purchase the Staples anti-virus product which did not work. I had texts from cookies floating all over my screen no matter the program.
I tried to resolve the problem and was insulted by the tech who said that I had signed a paper saying that I accepted that things would go wrong. Wow! That is a real reason to return to Staples! Untrained, unsupported and no service! I paid more than $275 for this few hours of assessment and assurance.