Staples — Local services in Town of Victor

I frequent this Staples location quite often for hp ink for our office. During my last visit I purchased a good deal of ink, returned to the office and opened a cartridge to find that it was used, not the correct cartridge, and there was also a metal part of some sort that appeared to be from a printer. The package was sealed, but when shaken it did not sound correct or heavy enough for a full cartridge. My mistake was leaving the store without requesting a new package right away. Staples mistake was the level of rudeness that soon followed: Returning the next day for an exchange, I was helped by the GENERAL MANAGER who proceeded to treat me like a criminal. I explained the situation, he disappeared for 10 minutes and returned and, with a very disrepectful tone, said he had just spoken to hp headquarters and that "it's NOT possible for this to happen" i.e. you're lying and trying to bring back a used cartridge and basically steal. He said he'd do a "one-time exchange" as if he was doing ME a favor. I can absoutely understand that there are people on this planet that try these types of things and genuinely do attempt to steal from their store; I'm sure they've seen it all, it's retail. But if the general manager would have taken the time to pull up my rewards account he would have noticed that I purchase THOUSANDS of dollars worth of ink each year, that I've never made a return and frequent their location. Common sense and an attitude of respect, NOT rudeness and an ego to go along with the "hp says this is not possible." Guess what, buddy, it is possible and I had co-workers standing in my office when the faulty package was opened. If you're going to treat me like a criminal, maybe I should bring my "witnesses" to the store when completing my exchange? Is that necessary? We purchased a faulty product, that's your fault, not mine. It is not out of the ordinary to expect that a company make the situation right and not by "doing me a favor of a one-time exchange". Staples might want to rethink manager training skills and teach kindess with a side of common sense. Going forward, we'll be spending our thousands at a store that is respectful and appreciates that mistakes DO...

Fun Fact before I begin: I've spent thousands of dollars at this store through the years buying printers, office furniture, consumables, etc. Also, I have been a rewards member for 12 years. This is helpful for context. Last, I am not sure if I have ever given any business a bad review; I tend to avoid bad reviews and just leave positive fb when it's warranted. Complaint: I purchased color/bw ink, arrived home and immediately saw that my printer reported the black ink was 1/4 full. I took a picture and called the store. A woman answered and said "bring it in we will see what we can do". I made the 20 mi drive and the woman remembered my situation but denied to exchange because "we need the box". I had my receipt. I asked her to explain why that even makes sense because I had to take it out of the box to get a read on the ink levels. Her rebuttal made zero sense and she also added "we don't know if you printed a large job and are now trying to take this back." Ok got it. A multi-million dollar company is not going to budge on the black ink cartridge that I purchased with color cartridges so my next question was "Why did you not tell me to bring the box before I made the 20 mile drive?" to which I was confronted with a look of deer in the headlights. In an age where we see news footage in big cities where hordes or people are ripping product off the shelves with zero intervention; I am thinking I could have been given the benefit of the doubt, or at least a courtesy defective exchange. Heck, make a note of my name and description if the manager is concerned I am potentially a repeat scammer. The ink was around 23.00. I don't know. That customer service experience is enough for me to just order online from another retailer. What a bizarre and "tone deaf" policy when one considers the ease and cost effective service Amazon or...

I paid for a data back up and restore. There is a "24 turn around" guarantee for computers dropped off before noon. It took two weeks for the techs to even get the backup done for my computer. After it went to Square Trade, and came back, I went in for the restore. Turns out, they had never backed up any of my documents, music, videos, or pictures. The only things that had been backed up were my cache and configurations details (settings). Even after this was discovered, there was still almost 4 days taken for them to backup and then restore from the hard drive that Square Trade had removed to my repaired computer. It also required me to tell them each set of files of to back up. The conversation went something like this:

Me: What about my documents?

Tech: Ok, we'll get those. (time passes). Ok, that's done.

Me: Ok, did you do the music too?

Tech: Those are on an app, so we didn't do that.

Me: No, my music isn't on an app, it is on my hard drive.

Tech: Oh, really? Ok, We'll do those.

And this repeated for each category. Seriously, what the hell did I pay for, if not to back up ALL the data on my hard drive. I could honestly care less about my cache or settings. Cache will build back up as I use the computer, and settings are easy to reset. What isn't replaceable, are the documents, music, photos, and videos. Why on Earth would that data not be backed up? None of the techs I spoke to would answer that question directly. They all avoided it. There is absolutely no reason what-so-ever that documents, photos, music, and videos should not automatically be part of...