Staples — Local services in Manassas

This is to inform you what happened to me at your Liberia Rd. Manassas, Virginia store on June 19, 2025. It was the worst customer service experience I’ve ever had in my 62 years.

I ordered a plastic chair mat the night before through your online store. $19 of my rewards was applied to the purchase of which I paid the additional $11.65. The item was to arrive the next day and I would receive an email when it did. On June 19, I received that email and clicked on the button within the email to notify customer service that I was on my way. It said it would be up front to pick up within the hour.

When I arrived, a young woman with long magenta-dyed hair went to the back of the store to retrieve the item. I waited nearly 15 minutes when I asked the young man at the service desk what was taking so long. Apparently the item was behind or blocked by some items in the back warehouse. When she came out to finally tell me, her attitude from the very start was condescending and dismissive. I suggested that she have the guy move the boxes if she could not. She said she’d get her manager.

About another 20 minutes went by before the two switched roles and he went to retrieve the item. At one point I asked if he could show me how bad the item was stuck in the warehouse so maybe I could come back at a later time. I was shocked when he said, “If you come back here I’d have to call the police.” That was totally uncalled for. I was just trying to assess the situation since it seemed odd that they had the item but couldn’t get it for me.

Another 10 minutes went by and he brought out a different kind of chair mat than I ordered, said that they could not find the model I ordered, even though the night before online it said 53 were available. We went to the register and I suggested that they scan the barcode in my email to make sure they were actually looking for the correct item. They never did. At this point it went downhill further.

The woman met me at the cash register and we proceeded with a refund. She asked me to stop videotaping, which I started earlier when I could see this was getting out of hand. When the camera was off, she laid into me with such viciousness, at one point saying, “Oh, this is nothing,” like her job meant nothing. And, “You see what’s going on on TV right now!” It was like she was insinuating that I had something to do with ICE deportations. It was weird, and several customers looked on in shock.

I requested a full refund because at this point I no longer want to shop at Staples. I was polite when I left but I could not believe how I was treated. A woman who witnessed what had happened met me at McDonald’s nearby and told me she was so sorry I went through that.

This whole experience lasted 45-50 minutes. What the Staples employee should have told me was they had the item and politely ask me to come back when they could access it. Even then, though, according to them, they DIDN’T have the item. So, so many problems with your system that caused this mess. And at no time did I get to speak to a manager. Awful experience.

The woman needs to reprimanded or fired. I have a 10-minute video in which you can see her condescending attitude and me...

I am about 15 minutes from this Staples location, and normally prefer to shop on line and have it delivered. On 11/15/23, I made a special trip into the store to purchase more printer ink and to also recycle some cartridges. I waited in a line of about 3 people as there was only 1 register open at 12:30 pm. Thankfully, a young man named Jason, who was also guiding other workers in something looked over and saw there was a line and opened another register. I wasn't in a hurry, but I noticed the cashier I was waiting to be served by and how she was really kindly treating the customer before me. She seemed thorough and patient and generally happy to assist the customers in what they were getting. When it was my turn, this same cashier turned to me and greeted me with a warm smile and asked what I needed help with. This cashier's id number is 2045879, but I noticed her name tag said "Memory". She was one of the best cashiers I have ever had at Staples, or any store for that matter. I bought the printer cartridges, and also returned some used ones and asked Memory about a promotion that was going on. Memory then proceeded to ask if I had the Staples App? I told her I am not savvy with my phone or computers and did not have the App. I had a Staples account though. Memory not ONLY guided me through the app, but she gave me tips on so many other things I didn't know and was able to get me signed onto the app to see my rewards and also claim some of the promos only available if you have the app. I couldn't believe how sweet and patient she was, thankfully there wasn't a line of people waiting, but when someone did come, Jason again, came and helped that next customer so that Memory could continue to help me with these extra needs. WE NEED MORE MEMORYS in the world! I walked out of Staples that day with MUCH more than the printer ink. Memory's kind and helpful customer service gave me confidence I was getting the best that Staples had to offer. She didn't react to my computer/phone illiteracy with impatience or an attitude that often can make a person feel less than. Instead, she gave me a smile on my face and an honest to goodness feeling that someone cared about me that day. I often say to others, "Make a great day"! If you are served by Memory, your day will be better! Thanks to Jason AND Memory for an unexpected and joyful shopping experience in my new favorite...

I love giving a good review when it's earned. I had the best experience yesterday in Staples. I had called ahead of time to see if a printer I was needing was in fact in stock and in sale. The nice girl who's name begins with an "A", checked for me and she confirmed that it was. A made a special request to hold of for me for an hour and if be down to pick it up. After arriving I saw an employee, have my name and the phone contacts name, and my printer was up front ready for me to purchase. I strolled around for a few minutes, asked where certain things were and amazingly, not only was the info correct, they even went the extra mile to walk me to it. I didn't get the blank stare, or just ignored and acting like they didn't hear me, no, I got real Customer Service, with knowledgeable employees. I didn't think that existed anymore. All of them were so nice, friendly, and made me feel very welcome. After checking out, I got my car and the cashier even loaded it for me.I'm newly handicapped, so it's very nerve racking to ask for help and actually be helped. What a great experience and I'd like to thank them for going the extra mile. I can't get over the fact that there are stores that still do that, most don't. I didn't even mind the 300.00 I spent since everything went so well. I will go back to that particular store again and drive the extra miles to get fantastic service. I apologize to those I couldn't actually name, I did remember Lee's...