Staples — Local services in Rancho Santa Margarita

I bought a HP OfficeJet Pro 9125e printer online. I picked up the box and did not notice it was bulging a little at the top with extra tape going across the box (thus it had been open before). When I opened the box, there are supposed to be two cardboard handles to safely pull out the printer. They were not there, plus the plastic bag that should have been wrapped around the printer was crumpled up in a ball in the box. Thinking it was an unused unit that had been returned (and assuming Staples checks returned items to confirm this, I proceeded on). I got the unit out and started going through the start-up process. The first red flag was I could not find the ink cartridges. With the unit by my desk I used a flash light to see they were already installed. Because all the start-up steps had been done on the unit, I never got the prompt to connect with the internet/computer. After an hour trying to figure this out and having no success I contacted HP Support. After 45 minutes with them trying to troubleshoot the issue, they said I needed to pay for a service support, which for a one-time help was $99. What was I to do? I said okay, then they eventually figured out I needed to go to my control panel on the printer and helped me get to the point of the internet connection. I stated there is already a password there saying "Irvine". They helped me delete that and put in my password. Once that happen the printer connected with my computer and I was able to see the ink levels, which were 75% full. Meaning, MY UNIT WAS A USED UNIT. This upset me, after over 30 years dealing with Staples, I have never been sold a used product. If it had been new, none of the struggle I went through would have happened. The next day I went back to the Staples store I picked it up at. The Sales Manager (Ryan) was nonapologetic, and in fact was rude. He simply said I could bring it back and they would give me a new one. I stated that would be a major hassle at this point, and why would I go through all of that? He said that was all that could be done. I was not happy! Then you should know, from buying that unit on Staples website, someone was able to get my credit card info and did two payments for $0 to see if it worked, then the next day did a $128 Staples charge. Fortunately, my credit card company questioned these charges and alerted of a possible fraud, which it was. So my credit card has been cancelled and I have a new one coming. So in summery, I am sure you can see why I would have a ZERO percent chance of recommending Staples...

I am posting a review to express my deep concern regarding the lack of professionalism and assistance I experienced at your Rancho Santa Margarita store during two recent visits.

On my first visit, on 12/13 afternoon, I attempted to use the self-printing machine to print an image. Unfortunately, the machine did not print my image on a full page after I had already paid for the service. Thankfully, the assistant at the print center took my flash drive, made some adjustments on her machine, and within two minutes, my issue was resolved to my satisfaction. I was pleased with her quick and efficient help and left.

However, my experience on the morning of the following day, Dec 14th, was markedly different. I encountered the same issue with the self-printing machine, but this time, another lady at the print center showed no empathy or willingness to assist me. Despite my attempts to explain the situation, she was too busy to listen and instead, called the manager, Robert, over. To my dismay, Robert was equally unhelpful and seemed at a loss for words or actions. This lack of support and professionalism was extremely disappointing.

Given that it would have taken just one or two minutes to resolve my issue, I am appalled by the lack of empathy and assistance provided by your staff. This experience has left me questioning the overall commitment to customer service at your store. Do you need more staff? I had to leave without my 2 prints because I had to be at work.

I hope you can address these issues to prevent future occurrences and improve the overall customer experience at your Rancho Santa Margarita location.

Thank you for your attention to...

Five-Star Review for Ryan, General Manager💯 at Staples (Rancho Santa Margarita

I can’t say enough great things about Ryan, the General Manager at this Staples location. He is incredibly knowledgeable, professional, and always goes above and beyond to help. Every time I visit, I receive outstanding service—not just from Ryan, but from the entire team. You can tell the positive energy and excellent customer service start at the top, and Ryan sets the standard.

Even though I live farther away, I always prefer to drive to the Rancho Santa Margarita Staples because I know I’ll get the help I need, along with great suggestions and a well-organized store. Thank you again, Ryan, for your dedication and support—it truly makes a...