Staples Print & Marketing Services — Local services in Bowling Green

What started out on a low note, ended on a high note.

I placed an online order for one simple print, but had to call in with additional instructions because their was no place on the form to put them.

When my project was ready, I went to pick it up and it took someone almost 15 minutes to find it because it was sitting by the laminator. Unfortunately, the person that printed my project didn't check to make sure the trim lines were lined up because it was a double-sided print. So, I had them redo it until it was correct. I will never accept a print job for myself or a client if it's not perfect.

Apparently the employee that was working on it was still new in her position and had trouble managing her time working on my project and helping customers.

After another print of my project, I asked to borrow a ruler and cutter to cut it down to size and make sure it was printed right. It was still off. While waiting for her to come back and help me, she proceeded to talk over me and take another customer waiting to pick up an order. I wasn't happy that she took someone else while working with me and never asked if she could help the customer so she would have more time to work on my project.

I've worked in customer service for years, so you don't leave your current customer to help another unless you clearly communicate it with them.

I was getting frustrated with the lack of communication from her and she didn't seem to know what to do with my project.

Eventually she told me that there was another employee that could work on my project (it was one simple double-sided bookmark!), but in another hour!

By this point, I was really starting to become even more frustrated because it was already going on an hour since I was there and I didn't have the time to wait another hour form the employee to get to my project. She didn't even bother to ask if I wanted to wait, come back, have them call me or come back the next day to pick it up.

If she would have said she was having a difficult time getting the artwork to line up and there was someone else that could do it at a later time and have it ready for me to pick up, I wouldn't have been so frustrated. It was the lack of communication that I didn't appreciate.

I asked to speak the the manager and voiced my concerns to her.

Donna explained that they were very busy and short staffed, not my problem, but understood my frustration with the lack of communication from Quinn (the employee). Donna apologized and said there was another employee that could work on it for me when he clocked back in. I didn't know what to say at that point because I wasn't sure if I wanted them to even print it.

FINALLY, Quinn fessed up to her mistake and lack of communication and apologized. I thanked both of them for apologizing and I also apologized for my frustration. The conversation ended on a positive note even though I still didn't have a printed and laminated bookmark (just one).

The next day, Josh called to say my bookmark was ready. I was surprised by his call because I didn't expect them to work on my project without my knowledge. Anyhow, I went to pick it up and it wasn't quite right because the bookmark had trim lines for cutting. So, Josh went ahead and said he's reprint it. I told him to bring it to me so I could cut it (they were going to charge me for every cut making the entire project cost $15 for a 2x6 laminated bookmark), but he insisted he would cut it for me at no charge. Then he laminated and gave it to me. It was finally done and I was happy with it.

I wasn't charged for the runaround the day before, but I thanked Josh for his great work and I appreciate Donna (the manager) for making things right...

Usually have good luck with this store, but the website promised "same-day pickup" does not apply unless you order at least 8 hours in advance apparently. There is no mention of this restriction anywhere on the website where I place my order.

I placed an order at 12:00, called at 1:00 to check on it, was told they were busy and would call me back. At 3:00, I had not received a call, so I called back. Girl answering phone said I could not get my order until next day. I told her I needed it for the morning, that was why I chose the "SAME-DAY PICKUP". She informed me there was nothing she could/would do to try and help a loyal Rewards Member. I then told her that she would be losing my order and probably all of my company's business and she hung up on me.

I then called back 30 minutes later after I had recovered from the hang-up and talked to the manager, who said he could not be of help. He then gave me a bunch of excuses about slow printers, etc. Never once did he address the fact that his employee hung-up on me or that they never called me back as they said they would earlier in the day.

Issues like these I would think would cause him to at least offer to try and bump my order up. Our companies (yes, companies - 5 to be exact, one of which is a non-profit that needed these 4 print items) order all of our business supplies from Staples, but not any more. I have purchased some print items from Vistaprint, and from now on they will get all of my print business. I am a very unhappy ex-customer that now has my event tomorrow tarnished by Staples!

Thanks Staples for all your help!

BTW, I have contacted my inside sales representative at Staples; hopefully she has more care for my business than the...

I only needed to use the print center today. I hate printing stuff on my own because it seems too complicated. I had assistance from both Collin and Cody. They both restored my faith in young people, as they were very attentive and conscientious! They definitely were both very knowledgeable and helpful. They work very well together as a team. The finished project far exceeded my...