Staples — Attraction in Wilmington

I've used this location countless times and always had good experiences and received quality production until last week. And even then, this negative review is entirely because of Chris, a manager in the printing department.

Long story short, I placed an online order via Staples last Thursday and had it delivered to a client in the area. Upon arrival, it was discovered the order was completely wrong. It was all double-sided and had a bunch of blank pages in the middle of the stack when it was supposed to be 64 single-sided pages. Not a big deal, mistakes happen. Staples was closed by that point so reordered elsewhere with rushed delivery.

I called the next morning to explain what happened and was put on the phone with Chris. He immediately told me I needed to go through Instacart because they delivered the order. He told me I needed the Instacart receipt. I told him all communication I had was through Staples because I placed the order with Staples and at no point used Instacart. He insisted I had "lost" the Instacart receipt in my email and I needed to find it and go to Instacart for help. I gave him the Staples order number, but he said he can't do anything to help me without me coming to the store. I said I don't live in the area, but I'll come in sometime next week and he said "OK, but I won't be able to help you if you don't find that Instacart receipt." After 15 minutes of back and forth, I pointed out that the thing that bothered me most was that at no point in 15 minutes did he offer any type of apology for messing up the order or for the inconvenience. He paused and then said "Do you want me to say I'm sorry now? Will that make you feel all better?" At that point, I told him he was "an absolute jerk and the most unprofessional person I've dealt with" and he responded "Honestly, I've just been looking for a way to get off the phone the last 10 minutes."

So I went into the store a few days later and Steve (store manager) was incredibly helpful and apologetic. He also didn't seem surprised at all when I told him about my experience and who it was with. Chris eventually came over to help with the refund and literally started the conversation with "You find that Instacart receipt yet?" Well, little did he know, I had talked to both Instacart and Staples HQ about the process and they both confirmed that Instacart does NOT send any receipts or documentations when the order is placed via Staples. They only send receipts when the order is placed on Instacart directly. Instacart had no part in the process and their only communication is with Staples as a third-party. When I explained that to Chris, instead of acknowledging his mistake or apologizing, he pivoted to "Well, I pulled your order info and we got it right. You ordered single-sided." He said that with my order sitting directly in front of him, so I picked it up and showed him that everything was DOUBLE sided. If he had taken even one second to look at it, he'd know it was wrong, but he was so focused on telling me all the ways I was wrong. At that point, he didn't say another word until he finished processing then refund, then had the audacity to say "And I believe you wanted an apology, so I'm sorry for the confusion."

I will never place another print order at this particular location because of Chris. Messing up the order was one thing, but the way he handled it, took zero accountability and became extremely rude was enough for me to not go back. Steve was very friendly and accountable, and I appreciated...

The big guy that thinks what ge thinks of me i am happy I heard him tell his coworker what he thought of me not knowing I almost died in last 23 months lost my wife to cancer and I cannot think sometimes and on alot if prescribed medication I was trying to get oics done hadbbiz cards made was gonna be a more then regular custermer trying to get my business back together he assumed and told his coworker what he thought then I realized why he would help others and no time for moving gore to chaddsford i had to find a store I had different connections before move for shipping materials but this time since I can't lug this stuff to craft shows etc I made cards in your store working guy with beard on pamphlet his judgemental of me was wrong and I will contact The VA administrators tomorrow wel I am well documented no drugs in this guy weak, on heart failure medicine and I guess when aneurysm started leaking and burst I lost oxygen q00 lbs lighter and weak get confused well I bet you he will think twice before before he wants to play dr. I drove home saying to myself is that the reason he could care less that i was having a hard time! I came there to opens money not to be examined, thus much i will sayVA is not gonna like this if I can I have never sued anyone in 65 years you can vet your last dollar my man will be hearing from a VA lawyer someone else i waited outside I asked if I heard it i know they had to hear it! That's just pure pure ignorance first time i told hom stop yelling at your coworker in front of custermers yelling at guy...

Wow! Staples has always given me great advice through the years...from when I was a student, a mother of a student, equipping my own business, and now in my Golden Years. Their technical service is second to none! I'm not a Techie, but I can go to them, and they patiently walk me through the process to select the right products to fit my needs. With Staples technical support I no longer feel intimidated by all the technology changes....I always end up feeling empowered because they teach me what I need to know and help me to move forward. Technology is ever evolving. Without Staples throughout the years I'd be lost. I love their product selections, prices, extra promotions, and their Rewards Program. AND they price match! Being a local (as well as an online) supplier, I think of Staples as a partner, not just a store. I hope this review helps those who might feel intimidated trying to figure out and move forward with all this new technology. I know I can go right to "my" Staples store and always get great, honest guidance from genuine, caring employees. This is an honest customer post. I'm not affiliated with Staples in any way, except as a long time,...