Staples — Attraction in Raritan

First of all, I had gone to drop something off and we were in line and this woman comes out of nowhere and starts talking to the cashier and the cashier ends up ringing them up before even greeting us, which is rude in itself. I had to get something that had over 100 pieces laminated and when I dropped it off, my brother and I were told $2.84 (or something around the $2.80 price) per yard. I said that was fine because most of it was little pieces. I am also a rewards member and the woman looked up my phone number and claimed she couldn't find me in the system. I had also asked them to call me when it was done, but had asked for it to be done by Monday at 8:00 am, but was flexible on what day it was done, I dropped it off on Saturday afternoon by the way. I went to pick it up Monday and that woman was able to find my rewards membership in the system. I was also told it would cost me $204, which I refused to pay. I had told them that if I had known it would have cost that much I would have either went somewhere else or done it myself. When I had brought it, I had put it into a bag because of all of the pieces. I was never called when it was done because when I picked it up, they had it rolled up and now all of my laminated items are bent. Had they called me when it was picked up, this could have been avoided. I bent it the other way and placed a heavy item on it for over 24 hours and there hasn't been a difference. Also, there is a portion of one the pieces that isn't completely laminated. As in, they didn't fit the item onto the machine properly and only part of the item is laminated. Also, they must not have been paying attention to the items on it because one item must have slipped behind another, this is me giving them the benefit of the doubt, and it was laminated that way so in order to cut one item out, I have to cut the other one in half and ruin that piece. I have pictures of these items and will also be making formal complaints. For the amount of money they want, the quality of work just isn't worth it. On a lighter note, they did discount me about 50% on the price, but it wasn't worth the quality of work that was given or the "confusion" of price per yard or square foot. I would never bring anything back there to...

It's common to have a bad shopping experience and blame the store for it, sometimes even deciding never to return. However, we often forget that we are dealing with people, each offering a unique interaction. This happened to me with Staples Printing & Marketing services. After a long wait, I finally placed my order and was given a specific completion date. The day before, I received a call from customer service apologizing because my order had been misplaced and just found. I had to explain and email my materials again.

The representative informed me that the material was misaligned and couldn’t be folded properly, causing overlap. He offered to produce a few copies at no charge for me to review. I accepted and returned another day to pick them up. When I arrived, the person I had spoken with was on break, and Amit Rai assisted me instead.

Amit was exceptional. He was pleasant, dedicated to delivering great customer service, and fixed the alignment on the four-panel brochure himself. His willingness to go above and beyond turned my experience around. Initially, I was so dissatisfied that I didn't plan to return to Staples. However, Amit’s effort, attention, friendliness, and professionalism changed my mind. Thanks to Amit Rai, I will certainly go...

My letter to Staples customer service:

I ordered 50 copies of a 12-page document at 2:43pm Friday. I specified that it should be ready for pickup by 10am Saturday and paid $5 extra for rush service. At 10:30 I hadn't seen anything from the store confirming the order was ready, so I called. After 10 minutes on hold I was told it hadn't been printed and would be ready between 1 and 2pm, which was unacceptable (I was taking them to hand out at a memorial service). I was on hold 5 more minutes before I called the manager on another line to complain. I was told he'd look into rushing it and call back. A half hour later I called again, and was told they were printing. When I went to pick them up, it then took several minutes to track down the order because it was printed and left out without any indication of customer name or order number.

They may have been short staffed in the morning, but this order was placed midafternoon Friday! No excuse not to have it ready and absolutely no excuse not to warn me when it wasn't going to be! This is the last time I will use Staples for my...