Staples Consumer Reviews - Page 7

The extended warranties at Staples are worthless. I purchased an Acer laptop there about a year and a half ago (buying an Acer was my first mistake). Within the year, the screen went. It was sent back to the manufacturer and repaired. A month ago, while it was on the extended warranty, the screen went again. I was told by the Staples Warranty department that they would need my computer for at least two weeks. I told them that I used my computer in my business and could not do without it for that length of time. They offered no help. They would not provide me with a loaner and the manager was curt.

I ordered a Dell laptop. Once it was received and set up, I took my Acer to Staples. After a week, they called to inform me that it would cost more to repair than the current market value of the machine. They offered me $554 in store credits and they will keep the computer. As all I need is a monitor, I have turned them down and they will send it back. Again, the staff were unfriendly. Think about it though. I paid $169 for something that would provide me with $554 in store credits just over a year later. Good deal for Staples.

An important note that Staples never mentions that the warranty is refundable. If you take it in, they will give you the pro-rated amount. I rummaged through all of my old bills and found three warranties which I took back. The clerk had never heard of this before and called over the manager who was as acknowledgeable and, again, unfriendly.

I explained why I was there and showed him the paragraph that gave me the right to a refund. He said he did not know about this and said I would need to call the warranty department and find out what I was to do. "You call them", I said. It is plainly written on the warranty that I am to take it back to the store where I purchased it and claim the refund. He looked them over and, at first, said he was not going to pay one because it was from two years ago. I pointed out that the Staples warranty I purchased was for two years after the end of the manufacturer's one year warranty.

He eventually went off to phone and came back to refund me most of the remaining amounts. However, on at least one, I had negotiated a deal as the item was slightly damaged. He insisted that he deduct that from what I was owed. Terrible product, terrible service.

MARYLAND -- I bought a NEW SONY VAIO NOTEBOOK for $2,499.00 along with the additional service plan as a Christmas gift on 12/25/2006. I decided to return the above-mentioned NOTEBOOK for a replacement arranged with SONY. On Tuesday, FEB 02, 2007 I shipped the NOTEBOOK 12/30/2006, at a local Staples store with a 2nd day special for UPS.

After 3 weeks of back and forth checking with SONY on the location of my NOTEBOOK, a SONY rep told me Staples should have provided me a tracking number. I then called Staples with the SONY rep on the phone, obtained the tracking number, Googled the tracking number (**) to discover that according to UPS WEBSITE (Merchandise is missing. UPS will notify the sender with additional details. All merchandise missing, empty carton is being returned. UPS will notify the sender with details of the damage.)

Called UPS and was TOLD they will pay for the merchandise. I later called 2 day and was told they will not be able to pay me for my NOTEBOOK as when you ship from STAPLES, STAPLES BECOME the SHIPPER and ALL PAYMENTS would be made to Staples. STAPLES Manager (Kathleen) told me that she spoke with UPS they are asking for the details to replace my NOTEBOOK.

I later called Staples and was told that STAPLES has its OWN claims department that I need to file a claim with. Contact that department and the representative was mean and nasty. I told them that I am saddened that Staples is not customer driven and the REP asked me if I need help or NOT. I request his supervisor and the Supervisor was much more NASTY.

I called STAPLES corporate office and was transferred to Customer Executive Team member TRACY ** who took my detail and promise to return my call. She did ONLY to tell me that I had a declared value of $100.00. Bear in mind I did not have a copy of this shipping slip. I must admit, I may have signed off this slip without reading that this rep had inputted this value without asking me. IT all comes down to them NOT wanting to pay me. I am a small business owner and have lost all my customer information and graphics on this computer. STAPLES IS NOT CUSTOMER CENTRIC. Please stop shopping and shipping with both companies!

MOUNT VERNON, NEW YORK -- Being a long time customer and a huge fan of Staples, I was greatly disappointed at the service which I received this past weekend. Whatever happened to the courteous customer oriented service of the past? I had a recent death in my family and I was in dire need of printing out 400 copies of funeral programs. I phoned the Staples in New Rochelle, NY and they informed me that they couldn't have it done for another 24 hours (OK, that's understandable, at least he was being honest).

After calling the Staples on Sanford Boulevard in Mt. Vernon, I discovered that I could have my copies the same day. I rushed over, dropped off my disk, and was informed by the young lady at the copy center that my programs would be ready between 6 and 7 pm. I told her it was important, so she noted that they would give me a call when they were done. At around 8 pm, I assumed they probably forgot to call me. I was wrong. They forgot to make the copies! (They discovered this after walking around in circles for an hour) How can someone just forget? When I asked why they weren't made, I couldn't even get a straight answer, let alone an apology!

Don't employees have to go through training anymore? At least have the decency to give me a call and let me know there was a problem (if there even was one) so I can make other arrangements. Is there no one there that can take the initiative to do that? I mean I'm planning a funeral here. I'm not saying my work isn't as important as the next guys, but it's a funeral for crying out loud! They couldn't even get the copies done till the next day, after the wake! Thank God Kinkos was able to finish my job in under 2 hours that same night. My confidence in Staples is shot. You guys obviously have a long way ahead of you in terms of fufilling customer expectations. Wish I had an easy button.

PORT ORCHARD, WASHINGTON -- On Sunday Jan. 7th 2007 my mother in law went to Staples in Port Orchard Washington to buy me a memory card for my computer. The store said that they did not have it in stock and that it would be delivered on Tuesday Jan. 9th 2007 between 10:00 and 11:00 am. We arrived at the store at 2:30 pm on the 9th and this is where the games started. First they said it was not delivered and that they didn't know where it was. 2nd, they started a paper trail and phone calls to find out where it was. 3rd, the so-called manager "david" stepped in and started the whole process over again. So in an hours time we went through 4 people with no resolve.

David the so-called manager states that they have found it but it was in Portland Oregon. He then stated that he would go to a so-called lock room and see if there was something he could give us instead. He comes out with a better memory card and talks to another so-called manager and says this card would work just as well. But they decided at this time that they would rather wait until 8:00 pm that night to see if a UPS truck would make it from Portland Oregon to Port Orchard Washington to give us the one we ordered two days ago, "Are you kidding".

At that time which was another hour since we got there I stated "just give me a refund." David the so-called manager states that without the receipt which he had right in front of him in his book, (store copy) that he could not give a refund but store credit. We decided at this time to drive the 37 miles to our home just to make David the so-called manager happy. We return with the receipt to find David the so-called manager out of sight and had us deal with someone else.

This was my first and last time dealings with Staples and I would think that Staples would train their staff somewhat better to deal with consumers and people skills other than thinking of numbers. Thanks for the memories and thanks again to David the so-called manager..... Have a great day.

TENNESSEE -- Product was shipped through Staples via UPS and arrived damaged. It was insured so I called UPS and they sent a rep out who took pictures and admitted it was rough handling and I would be reimbursed. After a wait I called them and was informed they had no responsibility as it was shipped from Staples and I would have to do the legwork. I contacted Staples and was rudely informed I would have to contact the seller who brought it to them. I did that and Staples would not respond. I made several attempts with the helpful UPS people (three more times) and was finally informed every time that I would have to contact Staples and that UPS could do nothing.

I asked each "Who did the damage?", and always got back the same reply. "We may have done the damage, however it's Staples responsibility." Staples seems to be skating around with UPS hoping to wear out the customer. One UPS man even did the legwork himself on one attempt and called me to verify the customer relations problem at Staples. He got even a worse runaround as the Staples person in charge was never available. He was fit to be tied as he could get nowhere with them. Eventually he got a call back from them and was informed that I would have to the legwork.

After the Staples person was informed that this had been done twice already he was disconnected. I have bought a lot of equipment since and have shipped a lot of eBay goodies, but guess what? Tactics like this becomes well-known in a short time. Staples tactics have been witnessed by a lot of folks and UPS seems to have their own problems with denial. Heck, back in the old days insuring a product meant something. Now it's nothing more than a way of saying goodbye to customers.

NORTH MYRTLE BEACH, SOUTH CAROLINA -- I purchased two Staples Nexia mesh office chairs on August 18th 2012 for our home office. On October 12th the mesh on the back of chair started coming out of track. The chairs are very seldom used. Staples refuses to take back chairs so we may purchase better chairs from them, because it's been longer than 14 days. I don't understand a company that won't stand behind its own product. Don't ever buy office furniture at Staples, because after 14 days it's your problem. I could understand it if it was another manufacturer but this is a product with Staples name on it. I guess they don't think much of their own products.

I have since seen reviews of this same chair online, and it was about this same problem with mesh coming loose on back. Most reviews said this chair was a piece of junk and they received no help or understanding from Staples. I'll never buy anything else at Staples; there's too many other places selling the same stuff with a much better return policy and much better attitudes.

CEDAR RAPIDS, IOWA -- I went to the Staples in Cedar Rapids to get some toner for my printer. They are a bunch of crooks! I had to wait 20 minutes just to get someone to pay any attention to me. By the time the manager comes out, he's screaming at me like I did something wrong. He was literally screaming at me for 45 minutes while customers and employees watched. Nobody helped me. It was humiliating. The manager's name is Arthur. Do not buy from him. When they finally brought the toner out I said, "No thanks." I will NEVER go into that store again.

FORT WORTH, TEXAS -- I currently work for Staples and today I had an incident that made me realize that I am not at a very good place. I have been at my current store for 3 years and have had 3 different GM'S which makes me wonder why are they leaving, but now I know. They are not there for the customers, but for their own agenda which involves them getting bonuses. They force us employees to force people to purchase protection plans, and if we don't sell protection plans we are not seen as valuable.

It gets worse also when you work in an environment where the store manager is cruel. In my 3 years, I never cried over my job like I did today. I was threatened about losing my job because I left my cashier area to go help a customer who was feet away from me. He got in my face and said never ever, ever leave this area, that is grounds for being fired, but turned around and acted like an angel to another customer. Don't get sucked into the Staples hustle. Some of us are really for the customers while others are there to get more greedy.

NEW YORK, NEW YORK -- STAPLES Mailmate shredders are not reliable. I would never buy another one. I bought one last year and within the year, it broke right away. The replacement shredder also stopped working in two months. When I went back to Staples to replace the second one, they said that model has been discontinued. It was still within 1 year since the purchase and since the product replacement plan does not take into effect until 1 year from date of purchase, I was told to call Staples service department... in the end they asked me to ship the shredder to Staples for repair... the cost of shipping was not worth it.

I waited until the product replacement plan took into effect this week... Went back to Staples to inquire about replacement... I was told that when the first one broke and I was given a replacement shredder that the product replacement plan is now null... Totally does not make sense... I thought the replacement plan is activated after the one year Staples warranty is up. Bottom line... DO NOT BUY STAPLES BRAND SHREDDERS NOR ANY PRODUCT REPLACEMENT PLANS... THEY ARE NOT WORTH IT!

WORCESTER, MASSACHUSETTS -- Don't go to Staples and think you will get your Rebate in 2 week like I was told.. I was told I could get a rebate in 2 weeks by doing it on the internet. But when I tried it said I would have to mail it in. I called Staples HQ. And was told that they would take care of it - I did not have to mail it in. But when I called I was told the check was in the mail. Seeing I did not get it they was putting a stop payment on it and sending out a new check. This is from 1/12/09. It's 6 weeks later and was told I would get the new check by Feb 27th. It's poor service.