Staples — Local services in Lakeside

Unprofessional management, uneducated management, no one knows what they’re doing.

Ordered a print item for pickup online and THOUGHT it was for pickup the same day, my mistake. I drove 10 miles from my home to pick this item up, and the young lady behind the counter said it wasn’t due for pick up until the next day. I asked if there was any way they could print it out, as I had driven so far, she said no. I told her to go ahead and cancel the order, I will go to Office Depot as they are willing to help out with these things, and she says she can’t cancel it. She sends me over to the manager, who’s hanging out by the register, then he tells me to go back to the print pick up desk. He asked his employee how to refund an order (why is a manager asking a customer service rep about managerial procedures?) she tells him how, and he tells me he can’t do anything, that I’ll have to call customer support tomorrow.

Whole ordeal took me about 30 minutes, incredibly frustrating when it should have been a quick little pick up. Manager didn’t apologize for the inconvenience, if anything he seemed annoyed to have to talk to me. His leadership seemed lacking and the attitude he displayed towards customers trickled down through the rest of the store. I wasn’t greeted by anyone upon entry. I waited about 3 minutes while the girl behind the pickup counter took out the trash after she saw me standing there… just disappointing experience in this store. Probably… no definitely won’t come back.

Side bar: stopped by the washroom & both toilets...

I experienced a frustrating issue with a defective ink cartridge purchased at your store. One cartridge from a multi-pack failed to register in my printer, despite the others working correctly. I returned to the store for an exchange, presenting my receipt.

General Manager Kim initially refused a simple exchange, insisting I return the entire multi-pack, even though I had been using the other cartridges for weeks. After complying, he then stated he could only process a refund and repurchase, leading to confusion and an unexpected price difference.

Specifically:

Kim refunded my original purchase of $79.99, less $27 in Staples rewards, resulting in a $56.17 credit. He then attempted to charge me approximately $85 for the same ink pack, claiming the original rewards were no longer applicable. He incorrectly stated my rewards balance was $1, despite my app showing $27. He was unable to clearly explain the store's exchange policy, repeatedly stating, "It don't go like that." After I requested he cancel the second transaction and retry, the correct rewards balance appeared, and the exchange was completed. This process was unnecessarily complicated and time-consuming.

I believe Kim requires additional training on register transactions, store exchange policies, and customer service. His handling of this situation was unprofessional and resulted in significant...

I try my best not to be a Karen, but I was here yesterday and an encounter I saw still is not sitting right with me. I was in line for the returns/shipping department and in front of me was a lady disputing the price of the shipping label that was quoted. A younger man was helping her and explaining the shipping label, and was being very patient and kind while she customer seemed more confused and the line was growing. A manager (middle aged woman) was called over, saw an error he put in the system, and got the shipping label price down for the customer. After the label printed out, the younger man was placing the sticker on the box, and the manager snatched the label from his hands and slapped it on the box. The manager then sent the young man to the cash register. Once that was over I stepped up to make my return, and the printing employee asked "what that was about" to which the manager replied "he don't know what he's doing" with a bit of a smirk. Not only should she not be speaking about one employee to another (especially in front of a guest), but between this and her snatching the label I was just taken aback. I am writing this to say to that manager: not only was your comment not very kind, but maybe he would know what he was doing if he had a manager who was supportive and taught the...