Staples Inc. Corporate Headquarters — Local services in Framingham

THIS REALLY HAPPENED! I made the mistake of buying a new Dell XPS 13 9360 laptop from Staples. When I began to set it up the problems started. I am very computer savvy but 4 hours later I checked in on Dells support page, put in the service tag number and was advised my NEW computer was actually 1 ½ years old and out of all factory warranty. I called Dell to verify and they said it was in fact an out of warranty refurb! The next day I called staples, they insisted it was a warehouse error and that I did in fact purchase a NEW computer. They sent me a call tag for the refurb and shipped me another new one. The next morning I dropped the refurb off at UPS, a few days later I received my second new computer. Before opening it and spending anytime on set up I called Dell with the service tag number printed on the box, and got the same story. Another computer with zero warranty through Dell! The next day I called staples asking for a supervisor expecting a rapid solution for such an obvious misrepresentation. Instead all I got was stonewalling. “Sorry, it’s not our responsibility; there is simply nothing we can do”. I told him all I wanted was for them to honor our purchase agreement, send me the new, fully warranted XPS they advertised for the price I agreed to pay. The item is still available and can easily be had through Dell. Drop ship it, order one and send it to me, whatever just do what you agreed to do. He ended our conversation only offering me a refund at my local store. The next day we spent another hour trying to return it but the store said it was restricted to online refunds only. I called the online number back that afternoon and set it up for UPS pick up, an hour later I got an email canceling the refund process! I called back again and was assured it was yet another mistake and it would be resolved. I then got another email cancelling the refund again! A third call and I was connected to Amber, who politely told me my only recourse for a refund was to contest the charges with my credit card company and that there was nothing else they could do! Later I got another email reinstating the refund. I printed the label and took it back to the local store as directed by the previous agent and was told they would email me within 72 hours when the refund was complete. I got home there was the email…canceling my refund again! Only now they have the computer and my money. I immediately called and was again told my only recourse was to call my credit card company and contest the charges. Stunned, shocked, and confused I’ve never experienced such a total disregard for customer satisfaction in my life. I was one day into a 14 day return period for a SECOND time with a computer that was sold to me as new which, per Dell was actually out of warranty, but apparently I was out of line asking for a refund. Three days later I did receive a refund. It may not have been intentional, but this is deceptive advertising in its purest form. Staples advertised it as new and by definition it must come with a one year manufactures warranty. Staples…why would you EVER tell people to seek the refund that you owe through their credit card company? In my case you told me that 2 times! NOTHING breeds distrust, suspicion, and discontent more that your unwillingness to fulfill your published policies for basic refunds within your stated guidelines. I have 2 weeks total and 6 hours of my time into returning your sub-par, misrepresented product. At no time did anyone take the initiative to call Dell, try to resolve the problem and take care of a customer. My positive side wanted to think there was someone at the helm with Staples who recognized this online debacle for what it is and see that the only fair solution is to honor our purchase agreement without me having to lodge formal complaints and write nasty reviews, but no dice. If this saves one person the wasted time and torment I have endured over a simple computer purchase, I’m...

On June 9, at 12:59 pm, I contacted the UPS shipping department at Staples, 4727 Valley View Blvd NW, Roanoke VA 24012 – the call was to verify Google information that they shipped UPS packages from the store. I asked if they were busy and she said they were always busy, that someone would help us when they could in between their “regular work”. I explained to her that we needed to check in for a flight at 1:30 pm at the airport nearby. Normally I would ship from the UPS by the airport, but learned that it was temporarily closed. The next closest place to ship from was Franklin Road, over 20 minutes away, so I was stuck with this option. I got inside the store with 4 small packages at around 1:05 pm and I was gratified to see that the shipping counter was empty, and there was a person behind the counter in that area. When I walked up, the lady did not greet me or even look up from her computer. I asked her if she could help me, she said no, only the manager could do the packages, but he was in the bathroom, he would “be right back”. She kept her back to me the entire time I was there. I waited over 20 minutes and asked several times if she could page the manager, or help me herself. This person, whose name I learned was Hannah, was the absolute rudest person I have ever encountered in a customer service situation. I saw another employee walk by and requested she page the manager, Hannah yelled to her that the manager was in the bathroom, not to page him. I told Hannah again, that we had a plane to catch, could she please help. She just said no and kept working on her computer. During this period, there were at least 4 people that came up to another counter in the her area and Hannah greeted them with a friendly demeanor and helped them – while I’m standing there waiting with my packages. She then went right back to her computer work. I find this totally unacceptable for both Staples customers and UPS customers.

There was another customer behind me with 3 packages, she left after about 15 minutes. So, the manager finally arrives from the bathroom…. He is abrupt as well, it felt like he had been briefed prior to coming to the counter. But, nevertheless, he started the process of weighing my 4 packages, about 3 minutes into it, he’s asking Hannah for help – she promptly comes over and explains to him the process 3 different times while this transaction is happening. Hopefully you can recognize the irony in this situation and my frustration with a perfectly capable (apparently the expert on the process) employee simply ignoring my needs. Another note of interest, this employee was wearing a tshirt with the following printed in at least 2” letters on the back: “Delete my phone number forever”. I find this behavior from a customer service oriented company and employee highly unusual and...

I went to the Staples Store in Rogers, AR. I called before I went and the persons I spoke to on the phone assured me that if I placed an order before 2pm, I could get my order the same day. I was printing for my husband’s retirement party, so it was very important. I needed to print a poster and have it mounted on foam board, and 4 color letter size paper. When I went to the store to place my order, the girl there Hailey S. She took my order and said it would be ready the next day because their printer was down. She told me to create a pdf and email it to her. She gave me a card but did not specify which email to send it to. My son created pdf files and emailed with attention Hailey. He received an email confirmation and thank you for the order. I called in the afternoon, expecting my order to be ready for pick up. They ( Hailey and Caleb) acted like they had no idea what I was talking about, and said they didn’t have any orders for me. I knew that was wrong, because Hailey sent the order from my phone the day before. Hailey said they didn’t get the pdf files my son sent. He sent them 4 more times, and each time received an email confirmation and thank you for the order. Hailey assured me they would get them printed! She knew how upset I was. I went to pick up my order. Ashlyn was working in the print area. She acted like I didn’t have any orders. I looked and saw my poster still on the printer. Ashlyn said there were no more orders for me. She got my poster and said Hailey told her not to charge me. The poster wasn’t trimmed, or mounted on a foam board like I had ordered. Ashlyn would not help me with anything. She told me they couldn’t put it on a foam board. She would not trim it. I asked her many, many times to help me with the cutter to trim it, because I had no idea how to use the cutter. She Would Not help me at all. I would have gladly paid for my poster. The customer service I received, or rather lack of customer service was horrendous. Ashlyn was very rude, and would not help me with anything. There were others things I was going to try to print myself but she refused to help me. I have never ever had such bad service! I have already written on our towns Facebook page and Nextdoor page about my horrible...