Staples — Local services in Houston

Subject: Concerns Regarding Poor Customer Service and Treatment at Staples Taylor Street, Houston

Dear Corporate (Staples)

I hope this message finds you all well today. I am writing to bring to your attention a deeply concerning experience I recently had at one of your Staples locations, specifically the one on Taylor Street in Houston, Texas. I believe it is vital for corporate to be aware of the issues we encountered, particularly concerning the behavior of the General Manager, Michelle.

On August 4, 2023, our business faced a problem with an online printing order at the mentioned location. Initially, we were informed that the cutter had malfunctioned while printing our cards. When we arrived to pick up the order, we requested to collect the cards that were already cut before the machine broke down. However, Michelle denied our request, even though one of her employees had previously assured us that it would be possible.

After this disappointing experience, we decided to give Staples another chance and contacted the Taylor Street location in advance to confirm the machine's functionality and the possibility of same-day pickup. The representative confirmed that everything was in order, so we proceeded with the online order.

On the day of pickup, our assistant spent an hour and a half in-store due to multiple issues with the order. The first attempt resulted in an error, and when we corrected it, the clerk claimed that it still couldn't be printed as per our design. It was merely a small blemish on the edge of I the card, which we were willing to accept and purchase. However, Michelle intervened and refused to sell the cards, citing that it violated company policy.

Throughout this experience, Michelle's handling of the situation was highly unprofessional, unreasoning, and unsympathetic to our concerns. Her communication skills and managerial approach demonstrated a lack of empathy and willingness to resolve the problem amicably. As a result, our staff members felt undervalued and their time and money were wasted.

I am reaching out to corporate with the hope that you can address this matter promptly. It is crucial for Staples to uphold a high standard of customer service and ensure that all customers are treated with respect and fairness. We urge you to investigate the situation at the Taylor Street location and take appropriate actions to rectify the issue. Additionally, we would appreciate the opportunity to purchase the corrected cards without having to go through the online ordering process again.

Your prompt attention to this matter will not only be crucial for resolving our immediate concerns but will also contribute to enhancing the overall customer experience at Staples. We believe that, with the right approach, Staples can continue to thrive as a customer-centric organization.

Thank you for your time and consideration. I eagerly anticipate your response and resolution to this...

On 09/01/2024, I stopped by the store located at 1919 Taylor St, Houston to search a brand new HP printer there. The reason I needed a new printer right a way instead of shopping online was because my dog has been missing, I needed to print out more colored flyers to post them around the neighborhood. After I learned that some printers offer a trade in rebate, I spoke with couple of cashiers to make sure I would be able to come back on next day with my trade in old HP computer, the cashier confirmed that the store would be opening on Labor day, I could come back at any time to trade in my old HP printer in order to redeem the rebate for a new purchase of a printer. I drove 14 miles back to the same store on the following day, one employee told me that the story had no space to accept my old HP printer, I had to take my HP computer back home, then I had to drive back to store after 09/06. I am a senior woman, it was not easy for me to carry the old heavy HP printer (over 10 years old) and loaded it into my car, drove 14 miles to the store twice in the roll, and they claimed that they won't have apace to accept it, especially it is over 10000 square feet store. I tried to speak to the store manager, who showed the careless attitude without putting any efforts to resolve this matter. The store manager's name is: Alexis Marshall. It didn't seem like I would get any positive solution instead of leaving the store, there is nobody helping me to carry the old heavy HP printer back into my car. The weather in Houston was 108 on that day. Base upon my experience, I don't think I would recommend Staples to any...

Extremely Rude and Unprofessional Store Manager

My wife and I had a very disappointing experience at this Staples location. My wife very politely asked an employee where the Amazon returns were located, since there were only signs showing where to stand but nothing clearly marked for returns. The store manager—an older woman—responded in a very rude and dismissive tone, saying, “Behind the sign.”

When she finished helping the customer before us, we walked up to the counter and placed our heavy packages down, as there were several items. Instead of being helpful, she snapped at us and said, “I never asked you guys to come up.” Her tone and attitude were completely uncalled for. When we calmly told her that she was being rude and could be more polite, she became defensive, insisting she wasn’t rude and even said she didn’t have to process our returns.

I then asked who the store manager was, and she said it was her. Immediately after, she got a phone call and her attitude changed completely—she suddenly became overly polite, which made it obvious she realized how unprofessional she had been.

This behavior is completely unacceptable, especially from a manager. If she’s having a bad day or doesn’t like her job, that’s no excuse to take it out on customers who are just trying to complete a simple return. No one deserves to be treated this way. I will definitely be reporting this incident to Staples...