Staples — Local services in Glendale

We spent $80 to print novelty diplomas as gifts for a movie about high school.

They rejected the order.

So, I called. The man said "I cannot print official documents." I said, "It's not an official document. It clearly says 'Movie Musical.'"

So, he put me on hold to talk to a manager. After 10 minutes, he returned and said the manager "...didn't want to talk to me."

"Ok, what did he tell you?" He said, "It is against our policy." I said, "What is your policy, exactly?" He said, "I can get the pamphlet if you want...." "That would be great," I said. Then, he hung up on me, with a quiet, "I'm not gonna print it..."

Alright.

I called back. No answer. I called again. No answer. I called again. Waited on hold for 20 minutes. Finally, another guy answers. He's mad. I explain the situation again.

Finally, he transfers me to the manager. His name is Alex. Alex is also pissed. He tells me he can only print it in black and white, but since I've been so annoying, he won't even do that. I say, "Why, exactly?" He says, "We can't print official documents." I say, "It's not an official document. It's clearly a novelty gift." We go around and around like this for a bit. I'm getting nowhere.

I say, "Alex, please. Tell me in simple terms why you won't print this."

"We don't print official documents."

".... Can you understand my frustration, Alex?"

"No."

"Would you print a picture of Monopoly money?"

"No."

I don't think that's true, but that's where I gave up.

I mean, if you don't want to print something, that's your prerogative. And maybe that is your policy. But, I'll probably avoid this place...

If I could give less than one star I would, ABSOLUTELY ridiculous of how unprofessionally things were handled. I had a print order made online & they guaranteed it would be ready by end of day. However, I received NO status update or emails about the order so I called the store as I got anxious and needed this order by latest the end of day.

They did not update me or inform me of anything but when I called they informed me they cant have it ready until the next day? Which is not what was guaranteed online. They told me “oh sorry I was on break and I just checked and we cant do the order until tomorrow but I was going to call you later”….. This is NOT acceptable! I called them at 6:45PM.. When were they going to tell me? They should have informed me way beforehand when the order was placed in the MORNING. They had ALL DAY to get it right.

When I asked for an explanation they said they were going to call me but they just had lunch.. Which is such a lame excuse because who is having lunch at 6:45pm. If I was informed earlier I would have placed an order at a different Staples location but now it is too late and they didn’t even inform me until I CALLED THEM.

The fact that Staples a large corporation had this issue which could have been EASILY FIXED AND AVOIDED just shows I should always support local as they seem to be more reliable than a corporate chain. So disappointed as now I am in a situation stuck with none of my prints are ready, which I need early morning and its too late today so I cant even go...

If there was a possibility to be able to put 0 stars, I would. Terrible customer service, my daughter went to the store to print some documents, it was the first time she had done it and its normal for her to asked for help and the first person she asked told her what to do but there was a problem with the payment for the printing because She couldn't pass the card so she asked for help again and they denied it, they told her that she had to do it alone because there was no one to help her. She spent a little more than 30 minutes trying to print two pages and logically she couldn't do it and it turns out that the person that I was denying her help. It was the manager of the store. Her name is Melissa Cervantes. Obviously, my daughter became desperate and sad because no one was helping her. She had an anxiety attack that led her to cry in despair because she was being ignored. I understand that the staff is always going to be busy but as a manager she is supposed to make sure that all her clients have good customer service. My daughter called me crying that she couldn't print and I got out very upset, and I went into the store to confront the manager about why they didn't help my daughter, the manager had a rude attitude towards me and when I asked her why she didn't help my daughter, she just said that there was no one to help her. I hope this complaint reaches the right person so that no other customer goes through what I...