Staples — Local services in Wilmington

DO NOT TAKE YOUR PHONE TO GET ITS SCREEN FIXED HERE. There is almost NOTHING positive about my experience with their "Smart Tech" department. I first spoke with the manager who stated "we fix screens but I don't think anyone here right now can do it..." The employee next to her who then claimed he COULD fix my screen in 20 minutes ended up taking 3 HOURS - 2 to fix the screen while I watched his hands shake as he googled EVERY. SINGLE. STEP. on his computer, and then one hour to fix my home button afterwards. My home button worked PERFECTLY before he started, it HALF worked the first time he claimed to be "finished" (2 hours later), and then on his 5th attempt at "fixing it" he declared that my home button was broken because I dropped the phone. I expressed that I didn't understand since the home button was the only part of the phone working perfectly up until HE started messing with it. He shrugged at me and said "well it must have happened when you dropped it because I didn't break it". He got very defensive and rude all the sudden, claiming that it was my fault the button wouldn't work anymore and that he "didn't do anything wrong". The button was working completely 2 hours earlier and it worked partially only 5 minutes before this exchange.....I demanded he replace the home button, and he stated it would be ANOTHER $50 (added on to $100 for him fixing my screen). I was so tired at this point after walking around Staples for 2 hours that I agreed. He then "attempted" to fix my home button 3 times, failing COMPLETELY each time, before finally calling his manager and disappearing into the back room. When they emerged, he said nothing and continued replacing my home button. The manager apologized to me and let me know that the button would be replaced at no charge. Guess what? The NEW home button worked for a few hours, and now it's not working anymore. Not to mention, while I was waiting for 3 hours, I watched 3 other customers at the Smart Tech counter be treated condescendingly. DO NOT LET JUSTIN C TRY TO FIX YOUR PHONE SCREEN, HE DOES NOT KNOW WHAT HE IS DOING AND WILL BREAK IT EVEN MORE AND THEN BLAME IT ON YOU. Thankful that the manager decided to comp me the (now broken, "brand new") home button, since she clearly realized who was at fault. Literally the worst experience I have ever had with any kind of tech support. I couldn't even go into detail about the several other rude, inappropriate and condescending remarks by Justin because this review would be...

Courtney the Clerk was rude and anything but helpful. The sign at Staples TSA Pre Check reads “Appointments Preferred”, so we made appointments. When we arrived we checked in 20 minutes early to ask if we could get our appointments together being that my husband's appointment was 3 hours later. Without looking up “Courtney the Clerk” said no they were booked. There’s no where to sit so we hung near by waiting for our scheduled appointment watching our clerk loiter near the register, wiping counters and chatting with co-workers. “Courtney the Clerk” then decided it was time to help us began the process for my appointment which took a full three minutes of her time. Same process for my husband but he had to drive back to Leland and come back 3 hours later for the three minute appointment. I was not given a receipt after my $76.75 payment, when I asked about it, “Courtney the Clerk” snapped back that I would get an email. I have NOT received an email from the appointment I had earlier although my husband has received one. Seriously, save your effort from having to go through Staples TSA Pre-Check! I’d rather stand in a long line than go through this type of Staples Service!! Now tomorrow I will have to waste time trying to hunt down some type of confirmation that I actually did this process today.

Update— My husband called Staples today to inquire about the email receipt. He was told he needed to contact a processing company?? (The middle man between Staples & TSA) — Still confused he realized he was chatting with Courtney. He asked why she wouldn’t make the call, she said it was now out of her hands and again not willing to help. Without passing the call to a manager, Courtney announced she was going to hang up because she was being accused of possibly not sending the TSA through—- SO SHE HUNG UP THE PHONE. Omg, lol, I’m literally in shock. What now?

Update: We were able to get in contact with the company IDEMIA, that processes on the behalf of Staples. IDEMIA was able to detect that the transaction had been processed and then voided. When we called Staples to inquire more, we were advised to create a new appointment and do the process again. We were also advised to make the next appointment on a day “Courtney” was not working. Who canceled the transaction? No accountability for the 18 year old...

Staples is a local vendor for TSA precheck, but clearly shouldn’t be. I made a reservation online and showed up 15 minutes early (10 minutes is suggested). I was greeted by a rude associate as I approached the TSA area, and was told that I could not wait near the TSA area and that they prefer I walk the store. I was given a coupon and a pager…To be frank, I didn’t show up to shop at this dying store. If you can’t get the few services you provide right, that cannot be done better and cheaper online, then you deserve to join the long list of bankrupt brick and mortar retailers.

I am writing this review as I stand in line well 30 minutes past my ”reservation” time. I am quite certain everyone in front of me is a walk-in given there were not reserved slots when I signed up 2 days ago. Waiting my turn and wondering if I am going to have to cancel and play this brilliant game another day.

Edit: finally done! I’m not an impatient person, but I had somewhere else to be, and the associated made a point to tell me that I was early and she probably wouldn’t get to me until my reservation time…At the same time didn’t think to tell me that they were actually far behind schedule. Had they simply done this, I would have rescheduled. Total time in store about 1 hour 5 minutes for someone with a reservation for a service that takes 5 minutes…I hate to say it, but I’d rather deal with TSA than Staples...