Staples — Local services in New York

Even though I normally do the majority of my shopping via the Internet, I went to this branch last Sunday to purchase a netbook, because Staples on-line inventory showed that they had them in stock, and I really wanted to get the netbook that same day. I had done my research and knew exactly which model I wanted, however, I was hard pressed to find a salesperson to help me. When I finally found a free salesman, and told him the model I wanted, he was incredulous as to why I didn't want another model, which he claimed was much more popular. I had to stand there convincing him that I wouldn't accept anything but the model I specifically came there to purchase.

Finally, he relented and went to check the stock, at which point he informed me that this supposedly 'unpopular' model was sold out not only at that branch, but at almost ALL the branches in the area. He then offered to sell me the floor model, but at full price, claiming it was not a clearance item and couldn't be discounted, even though when I searched the website at home, it was marked as a clearence item.

Since I had exhausted any chances of getting my netbook that day, I thanked him and was about to leave when he insisted that he could order one for me and I could pick it up at the store on Wednesday, and I wouldn't be charged for shipping. Against my better judgement, I decided to place the order, being lured in by the free shipping. That was when the salesman went into full attack mode, launching a ridiculously aggressive campaign to get me to purchase an additional protection plan. His tactics were underhanded and unprofessional and occasionally bordering on insulting, and he implied more than a few times that the products HE was selling to the general public were shoddy and poorly made. Thankfully, he wasn't able to talk me into that waste of money. But I had to endure 15 minutes of his spiel before I was finally able to walk out of the store with my receipt, and written confirmation that they would notify me by e-mail when my netbook arrived.

Needless to say, the netbook didn't arrive on Wednesday as promised, but on Thursday. They also took it upon themselves to notify me by voicemail (which I am unable to access during the day) rather than the requested e-mail.

I have to say, the salesman I dealt with when I returned to pick up the item was much more pleasant and professional, but then again, a tornado had just ripped through the neighborhood and he was probably glad to have the company.

And finally, Staples eventually sent me an e-mail to let me know that my netbook had arrived. The e-mail was sent on FRIDAY - the day AFTER I actually collected my netbook.

In hindsight, I would gladly have paid the shipping charge in order to save myself the wasted time and the unbelievable amount of aggravation I had to endure. I should have bolted for the door at the first sign of trouble, but at least I learned my lesson : Staples is for pencils and paper, buy your electronics somewhere else!!!

ps - If it were at all possible, I would have given this...

This happened last week, originally posted on a wrong Staples google profile:

I have been your customers for years, always using your printing services, however, the customer service I received today was unacceptable. I placed my order last week however, there was an issue and due to a misprint they had to re-do it. It took over 1 week for it to arrive. The customer service on the phone was great. Because I needed the prints for tomorrow I asked them to cancel that order and told them I will place another one for next day pick up (lower quality). The lady on the phone told me that she is going to print a sample and I can pick the one I want when i arrive at the store (since my order suddenly arrived 1 day after i placed my new order). When I arrived I waited 5 minutes for the lady to acknowledge me. She was busy re-filling the printing paper into one of the machines. When she noticed me I explaied to her what happened to my order and what your associate advised me over the phone. She rolled her eyes and gasped. I asked why is she being so unpleasant and she straight away answered back that I have to speak to her manager. She didn't even try to understand what I was saying g to her. When I asked her why is she being so rude she started answering back and rolling her eyes at me again. I had a tough day at work too but I by no means was rude to her when I arrived, in fact I just wanted to pay for my prints and leave. After telling me that I have to speak to the manager, she didn't even bother telling her manager (who was btw next to her) that I am waiting to talk to her. Another associate (a tall man) who overheard our conversation approach the manager and told her that I have been waiting. The manager was nice however, after complaining about her employee she stopped me and said CAN WE JUST MOVE ON? No apology, no explanation, nothing. She did help me out, however, the overall experience was just so unpleasant and so uncomfortable. I have never been treated so poorly and I am genuinely a very easy going person, leaving this review makes me cringe. I won't be using your services again because I don't feel like...

Terrible customer service & leadership!

I placed an order on Thursday and sent the files over AFTER speaking to Ashley the store manger.

She assured me they would have the order complete by Sunday for a VERY important Critical Care training course I flew in to teach.

She said the files were having difficulty loading and would call me back to update me.

Ashley never called back prompting me to call the store to see what was going on. The employees couldn’t find my order then said they would contact Ashley to find out what had happened. I received a call later Thursday evening and the employee said Ashley has spoke to me and that it would be ready for pick up when I arrived in town.

On Sunday I landed and called to ensure it was ready for pickup. The store employee was disrespectful and unable to find my order. After contacting the manager they later said the project was hold, then I was told it was routed to another store, then they said they would have to redo them in the store and did not think they would have it ready by closing in 3 hours.

I just want to express my severe disappointment for a few reasons 1) the students may not have the study guide the goes along with the course for day 1 2) A a business owner I was looking to see if this was a viable solution to a problem we’re having getting study-guides to courses and would have potentially yielded CO student business with Staples for our business but is NO LONGER GOING TO HAPPEN 3) I have had to contact your team and staff multiple times with no one returning my calls as they stated they would 4) The print staff is unknowledgeable and discourteous 5) The manager failed to meet the expectations of the customer and blamed the customer for being proactive and contacting the store when she stated she would return my calls and NEVER did thus leading to this situation.

A failure at all levels. I have followed this up with a corporate...