Staples — Local services in Lancaster

Called waited on hold for approximately 5 minutes Asked to speak to someone in copier Center was hung up on called back on hold for another 5 minutes girl picks up asks where she can direct advised 3rd time need copier Center to ask some questions I tell her I have 3 huge books that need to be unbinded And whole punched She tells me the price per page and per book for hole punching but that I had to unbound myself Price sounded good I drive to staples sit in parking lot for 30 minutes rushing to rip pages out of 2 of the 3 books I have carry the large unbound paper work inside stand in line for 12 minutes get to the front tell them what I want and the lady tells me "oh that's needs to be sent out to get takes 3 - 5 days to be returned... Now I'm pissed to high heaven why why why couldn't the have been said over the phone I ask for a manager VINCE...he comes over looking as if he's a social County worker on the 1st the month which also happens to fall on a Friday. I tell him what happens and he's says "what do you want me to do about it." I'm like so you want me to tell you how to do your job. You should be making up for inconvenience of time lost, gas, and unnecessary irritation. He says once again what do you want me to do about it and says I would have told you the same thing finally he offers and goes to get me a 10$ gift card with a blantant attitude the entire time and a look of disgust on his face. I ask him would he like if his mother was treated this way, he says I'm giving you what you want and I say but you look like you don't give a damn, he shrugs his shoulders as if to say I don't and rolls his eyes and walks away. Now this happened over 2 months ago and everytime I tell someone the story I get mad all over again if your having that bad a day stay home and if you just don't like people don't work in costumer service I really don't get but I'm happy I finally got it off my chest...

I recently visited Staples to use the self-service fax machine. While the fax appeared to send, the machine failed to print a confirmation page or receipt. Wanting a record of the transaction, I approached an associate for help and was directed to the customer service counter.

Unfortunately, what should have been a straightforward request quickly turned into a frustrating and disappointing experience. The associate at the counter informed me that only the manager could print the receipt and contacted him via walkie-talkie.

A couple of minutes later, I observed an older male associate—presumably the manager—walk across the store and begin chatting with two off-the-clock employees for several minutes before disappearing into the back of the store. It was unclear whether he was the manager, but the lack of urgency and attention to customers was disheartening.

After waiting several more minutes, I asked the original associate for an update. She radioed the manager again, and after a few more minutes, he finally appeared. By this point, I had already made my purchase and was ready to leave—something I could have done 10 minutes earlier had the machine worked properly or the staff acted more efficiently.

What bothered me most was the clear disregard for my time and the poor example set by someone in a managerial role. The associate at the counter showed more professionalism and customer service awareness than the manager himself, who seemed ⅞ interested in socializing than assisting a customer.

This is not the level of service I expect when supporting a business, especially from management. Staples should strongly consider providing customer service training to ensure that all employees—particularly those in leadership—understand the importance of timely and...

I went in staples in Lancaster to print out a document using one of the print machines. After the document was printing I noticed that the top of my doc was cut off. I approached the print service counter to ask if the document could be reprinted. I was serviced by one of the unkind print staff and she informed me that it was “my document” that was wrong and not staples printer (with an attitude). I had to explain to her that the document was a pdf and was not cut off when the pdf was created and gave her the print release code to check the document. She then came back to the counter with the pdf reprinted without it being cut off. I had her verify that it was their self service printer and not my document as she strongly indicated before checking on her end. I would suggest some new customer service training for your employees that don’t want to do their job. Having an attitude and being wrong shows as very unprofessional and untrained. There should not be a back and forth of defense convo from the employee on what they assume the problem is if they haven’t even bothered to troubleshoot...