Staples — Local services in Tredyffrin Township

Update: Four weeks ago, a "response from the owner" was posted to my attention (see below), assuring that this issue would be promptly looked into. And that's good. But as the customer involved, I have heard nothing.

I'll be buying my next computer from a different company, as I feel misled by the pricey service plan Staples pressed me to buy, and also, now, a bit gaslit by the company's reply, which implies that this is an unusual situation and will be rectified. To the best of my knowledge, neither is true. Add I will buy my next service plan from Asurion, for the reasons that my review below should make obvious.

What a letdown. I have trusted this store and its people for years. A year ago, this would have been a five-star review. I had excellent experiences in the Staples of Wayne, PA store with Hamil and with Ashish. They seem to have moved on and I wish them the very best.

I'm a regular customer and member, and I have bought my last three computers at Staples. Like many people, I work online, daily. When my one of my laptop hinges came undone, I was sure I'd be covered, because I paid for the whole-enchilada-four-year coverage plan when I bought the computer 14 months ago. You know, the coverage that doubles the price of the computer you buy at Staples.

For this hinge issue, I was told I'd have to give up the computer for a two-day repair. But with shipping time, that would mean living a week without the laptop. Moreover, the laptop was stuck half-open in a precarious condition, mechanically. The screen or other components could be next to break. Shipping was not an optimal idea. Shipping was a bad idea.

I went to Asurion, the outlet next to Staples, where they diagnosed the issue and put in an order for a new Lenovo laptop cover with hinge. They said I could keep the laptop while they worked behing the scene to get everything needed to fix it. They called me about two business days later, when the parts arrived at their store, and told me to bring my laptop back over. I did. Within an hour, my laptop was good to go. Crisis handled.

Next, I checked in with the Staples tech department manager and asked if Staples could cover my Asurion cost, which was under $100. The answer, remarkably, was no. The manager wouldn't even issue a gift card for some part of my costs. Worse, I was told that other people didn't have any complaints about their Staples tech coverage plan, and that other people who work online as I do have backup computers so this problem doesn't happen to them.

No...

I almost feel bad giving one star because not everybody is like rude and very impatient and definitely doesn’t want to do their job like the way there is this one guy that constantly acts like that so I do feel bad with the one star, but it is warranted for sure I came in at 8:23. I had three boxes two of them were completely labeled. You just scanned the third one. I completely forgot that they actually printed out so I had to pay you know like to use their printer and all that which is fine that takes me like no time at all very efficient… However, with the Temu return , I got so many Temu orders that they wanted me to combined everything and that made it a little confusing and normally especially because I definitely had at least a half hour. At that point normally I would I would figure it out I would you know like definitely like go and do what I came to Staples to do and that is to use UPS But because this one older gentleman manager was working and basically saying like close down registers after you know after you don’t like about the UPS area even though I believe that closes at nine along with the rest of the store but that was directed completely on me so it’s just like I don’t know it’s is it makes it very tough to go there and it’s right near my house which really sucks. I wish it wasn’t. I wish I could go to another one and have a like a reason to, but I don’t even know what the closest one from this one is like maybe in Exton and this one’s gateway. Kind of a loss because of how close it is and I do use Staples a lot for different things especially UPS and the fact they’re open till nine instead of seven like the UPS store so if anybody has any suggestions or anything and does not look at a comment kind of thing but like if there’s any suggestions, I like I have made it very clear to him like that I know I feel like he does not like me and I’m not really sure why And he has no response like that. That’s like enough said the customer service is so bad that he definitely shouldn’t be in this field. I do want to give a shout out to Elias, Danielle and also one heck of a great 21 year old and I forgot to ask his name so I did want to mention that they were...

I hate writing bad reviews because I understand the stress that can come along with working customer facing jobs during the holidays ( I work one myself!). That being said, the woman working the Amazon return desk on 12/10/24 @ 2pm was so rude and unfriendly that it felt wrong to not write something so hopefully the store manager can address this issue, as I see other customers have had a similar experience. My experience with her was super uncomfortable, I truly felt like I was a huge inconivience to her doing her job. Not addressing me or not greeting me is one thing, but the lack of quite literally ANY words was confusing and ultimately, lead to her erasing one of my scanned returns. When I left the store, I quickly caught this mistake and walked back in. I had to talk to her across the counter/room because she would not turn around to look at me when I told her one of my returns was missing. There was no words…no apology, no “oh let me see what happened”. Literally just her expecting me to have the QR code up and then she scanned it and seemingly knew which one it was right away? Which also had me worried she knew she messed up and didn’t care to make it right before I had left the store initially.

I’m sorry for the long review. I decided to write something because as a manager, I would want to know immediately if one of my employees was treating customers this way.

*Something to note is there was a man working the cash register at this same time (I believe he was wearing glasses). He was SOO kind and friendly. Shout...