Staples — Attraction in Dearborn

Bought a printer from this store on Black Friday 2024. The following Monday (3 days later) i saw the same printer online at staples for $30 cheaper. Call the store to enquire about my $30 refund because of Staples price guarantee/match policy. I spoke to a lady who informed me that I had to return to the store with the printer I bought in order for it to be returned and and sell back to me. By this time I had already unbox the printer and was using it. I had to go through the hassle of repacking the printer in it's box. I took the printer back to the store, that same week at around 30 minutes before closing. While at the casher, he called for a manger/supervisor override/approval and a gentleman (same gentleman who helped me when i was purchasing the printer) came over to help. I asked the cashier if he was going to give me a new printer because I am not willing to purchase a open box printer for the price of a new printer when I had to be inconvenience by taking the printer back so I could get the price guarantee difference. The gentleman who did the override ask if anything was wrong, to which I responded "no", then he emphatically said I'm not getting a new printer. I expressed again that I'm not going to purchase a open box printer (that's what it became when they refunded it) for the same price as a new printer. I accepted only the refund from the cashier. Afterwards I asked the cashier if I exited the store for a few minutes, came back in and took another printer from the shelf, would I be barred form purchasing it, to which the cashier said "no". So i left the store and returned in a few minutes, got a shopping cart and went to the aisle where the model printer i wanted was located. I saw only the display model on the shelf but I looked up at the overstock high shelf against the wall and saw one of the printer I wanted. It was beyond my standing reach ,so I went to the register where the Store manager (i identied him from my previous conversation with the cashier) was and asked him for help to retrieve the printer off the high shelf. He said to give him a minute, so I return to the aisle of the printer and waited for what seems like eternity. During my waiting, the store closing time came, the doors were locked, the manager went to the back of the building, the cashier followed shortly, the supervisor/manager who gave the approval/override for the refund also went to the back of the building. I got tired of waiting so I used the ladder in the aisle (which is marked for staff only) to help myself to the printer I wanted to buy. Took the printer to the cashier station and was waiting a few minutes until the supervisor/manager (who approved the refund) came by, went over to the assisted printing area where he spent a few minutes before coming over to me to ask if I was getting through. I responded that I'm waiting on the cashier. He turned and left me without calling/paging the cashier. The cashier eventually came back to register a few minutes later, then I was able to pay for the printer. WORST STAPLES EXPERIENCE EVER. I HAVE BEEN SHOPPING AT STAPLES...

I’ve given this location more chances than I can count, and every time, it has been nothing but a frustrating, disappointing experience. The level of unprofessionalism at this store is unreal. The employees act as if they’re doing you a favor by simply acknowledging you, and even then, you’re often met with blank stares, confusion, or complete disinterest.

Every time I’ve asked a question, I’ve been bounced from one person to another — each saying, “That’s not my department” or “I’m not sure.” It’s like no one is trained, no one communicates, and no one takes any responsibility. The most common answer you’ll hear here is “I don’t know.” And even if you do finally get someone to help you, they often have no idea what they’re doing or how to fix your issue.

The pace of service is painfully slow. You could be the only person in line and still end up waiting 15–20 minutes just to get acknowledged. Staff members walk past customers without making eye contact, and when you do manage to ask for help, the response is either dismissive or passive. Several times, I’ve stood near the printing center while the employees talked amongst themselves, completely ignoring people waiting.

The print and tech departments are especially bad — disorganized, delayed, and seemingly overwhelmed by the simplest tasks. I’ve come in to print basic documents, and it turned into a 45-minute ordeal of confusion and back-and-forth, only to be told they couldn’t help after all.

It’s clear there’s a leadership problem here. No one seems motivated, accountable, or even remotely concerned about customer satisfaction. The store always feels like it’s running behind, understaffed, and undertrained. It’s the same cycle every time: you walk in with a need, you’re ignored or sent in circles, and you leave frustrated without a solution.

At this point, I avoid this location unless absolutely necessary. It’s unfortunate because Staples used to be a reliable go-to, but this store has...

6 customers in line to checkout and only 1 cashier who was packing Amazon boxes when I arrived. (Moving at a snail's pace) After waiting patiently without any acknowledgment, I asked if there was another employee available & was told "No." I then asked for the manager. I was informed she (Sierra) is the manager, therfore myself & the other customers had no choice but to wait "a few minutes" when she'd be available. I stood there 11 minutes & I was first in line. It's completely unacceptable.

Had to return to this location again the 1st week of June due to Amazon listing it as the only fee free location to ship back a return. When I arrived, there were 8 people ahead of me, until 1 got tired of waiting & left. When I finished, there were 5 people behind me in line. The male clerk was trying his best to get things done in a timely manner, but customers weren't always prepared with the info he needed. There's also a lot to be done. The items need to be packaged, labeled, and sorted into the proper box & then once the large shipping boxes are full, they have to be taped & moved. Then, another large labeled box has to replace it. THIS IS NOT A JOB FOR ONLY 1 PERSON. Maybe there are slow periods where 1 person can handle it. For times when it's busy, the clerk should be able to call for assistance or, better yet, other employees should stay aware & ready to assist...