Staples — Attraction in Needham

BRIAN BURNS The Store Manager wants you to think hes all about customer service. I discovered He's A Big Fat Phony the moment I Had Trouble With My Staples Purchase. So Will You . . .

I bought a Tesla level top of the line HP Pavilion laptop for about $1000 with a $200 Four Square, cover to cover warranty

The battery stopped charging after a few week and I brought it back into the store to get some help I was heading off to Zurich on a business trip in a few hours and was desperate because I had to make a ppt presentation on the plane to deliver the next day. (12 months ago,12 trips to Staples).

I talked to BRIAN at the counter explaining my state of desperation. He displayed a Howdy Doody smile feigning mild interest in my problem while showing deep indifference. I assumed from his attitude he was a Dwarf, Drone, or Foot soldier in Staples hierarchy and looked for someone else to help me. (I was stunned when I realized was the store manager)

Mike a thin man who I mistakenly assumed was the manager as he jumped in and took total responsibility and fully empathized with my situation. He took the time to test the battery, and then tried to "recallibrate" it. Unfortunately this didn't work.

BRIAN BURNS TAKES ABOUT AS MUCH LEADERSHIP RESPONSIBILITY AS A HIGH SCHOOL CASHIER AT MARSHALL'S

I told BRIAN after I returned from my trip and went back to Staples how this battery problem had resulted in a blown presentation and was driving me up the wall.

He wasn't the least bit sympathetic and told me to call Four Square, " He sent an email to them but refused to let me see the name of the person as if I was going to call the person and harass them. That's why BRIAN'S name is mentioned in this review repeatedly!!!

The Four Square people however said that if I sent my PC to them I would have to be without my computer for three weeks and instructed me to call HP and they would probably send me a new one. HP balked at this idea.

BRYAN BURNS LACKS THE ONE VIRTUE ANYONE IN A LEADERSHIP ROLE SHOULD HAVE--EMPATHY

I went back to BRIAN again at the store and told BRIAN what happened and again he showed a total lack of empathy. In the kindest tone I asked to please do something, anything.

He finally agreed to send another email to Four Square asking them to send the battery to the store which would install it. He said he would follow up but two weeks went by and I never heard a thing from him.

I am sure he forgot about me the moment I walked out of the store. When I went back three weeks later and asked what happened he put on that silly Howdy Doody smile again and said, "well I had a cold." When I pressed him to follow up promise, the Howdy Doody smile turned into sharp teeth.

BRIAN TOLD ME HELPING YOUR BATTERY IS NOT MY jOB. I SAID WHAT DO YOU THINK YOUR JOB IS SELLING BROKEN COMPUTERS?

"Sir" he said sharply, "Its not my job to fix your computer. What do you expect of me? " I said "I expect you to go to the Nth degree , rather than make a half hearted effort like you make.

I was so frustrated at that point and said I'd like to speak to the store manager. When Brian said, "I am the store manager" in a huff, I began to lose all hope. I felt like taking my computer and smashing it on the sidewalk in front of the store.

BRIAN THIS REVIEW IS YOUR WAKE UP CALL. GET THE MESSAGE AND YOU COULD STILL HAVE A GREAT CAREER. IGNORE IT AND YOU WILL BE DESTINED TOWARD THE MEDIOCRE ONE YOU ARE CURRENTLY HEADING TOWARD

My decision with BRIAN BURNS was that the guy didn't have a clue about what it meant to act with character, integrity, or what it meant to do the right thing by a customer, or for that matter an employee. I decided to just move on and not allow myself to get further aggravated or waste any more time . I found a solution by talking to the older guy with grey hair who is occasionally in the store, who gave me a number to call at HP. The guy did care enough to extend himself a big. It was just who he is. I bought it from HP and my wife replaced it.

p.s. BRYAN I hope you...

Adam and the whole print team has been outstanding the last few days, as I have made a flurry of last-minute orders. So the one-star review, which I replaced with a 3-star review, is now a 5-star review. You cannot do better for great printing in a hurry at a very price – no tariffs added :)

William was great today, very helpful. So I am averaging this old one-star review with todays five-star review.

I have never written a bad review (or, I think, any review) on Google...until now, and I wish there was an option of zero stars. do NOT buy a laptop here. They were supposed to install Office on my new computer, including Outlook. It took me 7 trips.

By the 7th, they still hadn't correctly installed Outlook...and the perfectly functional battery on my old computer was dead and they had lost my Calendar and Address Book files...and then -- 7 trips later -- they informed me that they don't install Outlook -- that was a mistake on their part. Would that they had told me that in advance of contracting to install Outlook!

Along the way, they blamed me for not getting my Windows updates (which I do every time it's suggested) and came up with all sorts of excuses for why the "old" (May 2018 purchase at Staples) computer was slow, which was originally what I was trying to get fixed before buying the new one. But they never fixed the problem.

It has taken me 4 phone calls (3 non-returned ones) to try to get a gift card equivalent to what the Square Trade insurance cost me, since I had to send the old computer in. Not because it was slow but because while Staples had it, it stopped working pretty much altogether. (I think they dropped it -- they claim they didn't, but the battery was working fine and I had my files before they got their paws on it.)

As with the original problem and the original service itself, they are refusing to take any responsibility and provide a refund equivalent to what I paid for SquareTrade. SquareTrade was to protect me from my own negligence, not theirs, but since it covers their negligence it seems like they should have paid for the coverage.

Technical service -- 0 Integrity --- 0 Responsiveness -- 0 Willingness to own up to their errors -- 0.

I only live a half-mile from Staples but I am never going there again for anything requiring the slightest bit of human interaction.

Jeff Bezos just gained a...

A very disgusting experience! On October 24th, we experienced a very poor service attitude! We retrieved 2 Apple 16Plus phones from the store based on the delivery information provided by UPS. However, upon arrival, their Staples staff informed us that the phones had already been picked up by someone else. We can't believe it at all! As an officially authorized package pickup point, the store has an undeniable responsibility to verify the identity of the recipient and ensure that the package is returned to its original owner! This major mistake directly resulted in our property losses. When we asked for an explanation, the employee simply said that it was not their responsibility and asked us to find the merchant who purchased the phone. We couldn't understand it at the time, and we reported it to the police! But then we requested to communicate with the manager, and the staff said he was the manager! However, he did not provide any substantial help or solutions. Even when asked about the complaint process, he asked us to call the president to resolve it! The president's phone? This unprofessional and ironic reply seriously undermined our trust in your company's brand. He represented us. It's Staples Has he received any on-the-job training? He made me feel very disgusted, and this staff member has disappointed us too much. My 12-year-old son is also handling the scene, and unfortunately, it's the first time I've seen someone so...