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On the other hand, Staples' poor performance on rebate payments and its poor record of on-time delivery of Web site orders make it an unattractive choice overall. Small businesspeople, students and others looking to save money on office supplies should check out the local Costco or Wal-Mart first. Richard of Drummond, MT November 18, 2009 I purchased a new laptop from Staples in Missoula, Mt in June of 2008. I also added Windows XP since this computer had Vista installed. The cost of the computer was 1,500 and the XP program was 150 with an additional 120 installation fee. To insure the computer, I paid an additional 499 for a 4 year warranty with accidental damage coverage. Total 1,270. A year later, July 2, 2009, an accident caused the screen, external monitor, and DVD to fail. I called Staples, who forwarded my call to Black Raven Technologies, their contracted repair service in Massachusetts. They told me they would send a prepaid UPS box and shipping instructions. It arrived shortly, and I shipped the computer. It returned within three weeks. The screen was replaced, but the external monitor jack and DVD player still didn't work. Since I needed the computer for my work (I'm 63, my wife teaches full time to support us, and I can provided limited supplemental income at home with consulting work--using the internet). I was completing a business plan when the computer fell off the table by my chair. Once again the screen was damaged and would have to be replaced. Since the repair hadn't been completed on the previous work order, I couldn't back up my business plan in progress as well as several dozen other notes and photos. I noted this on the work/shipping order. I sent it in Oct 2, 2009. After two weeks, I assumed it would be ready to be shipped back, but since I had to be at another address for a couple of weeks, called Black Raven Tech to let them know to send it to the new address. They informed me that my computer had been sent to "salvage", that it was deemed "not repairable". I told them there was valuable info I couldn't back up. I was told that was impossible..that the computer was already sent off and sold for "salvage". I told them I had never given permission for this. They then told me I could get another computer of equal value from Tiger Direct Discount for 579..or they would write a check for that amount to settle the issue. I asked how I could talk to someone further up the 'chain". They referred me to a Staples "tech center". I got the same answer. I told the man I didn't want the money or the computer..that it was a Vista Operating System..and not satisfactory. They also said the 4 year warranty would not be given for the replacement..even though they didn't even repair the damages covered under the warranty. Then I found what I consider an evident 'scam'. I can provide original documents for an investigation. 1. The work order--(Sales Rep: Krystal from Blue Raven Technology, Wilmington MA, 01887. did not send the computer to their address, but rather to ASSURANT SOLUTIONS of Atlanta, GA. 2. Instead of the normal Send To: beside the little box with Assurant's address..it said SOLD TO. This implied to me that--without my permission--or awareness, when I sent in the computer, I gave up ownership..thus allowing Assurant (actually a large international insurance firm, that also has a computer repair division),to sell my computer to the company ANEW Solutions, STE 160 5325 FAA Blvd, Irving, TX 7501, a salvage and refurbishing firm in Texas..who would then sell to Tiger Direct Discounters. This firm would then provide me with a 'refurbished' replacement at a fraction of my computer's original value. Thus they could avoid paying for repairs, and make me settle for a fraction of my original investment. After six weeks and numerous calls to Staples (the President's Line--a higher priority complaint line--where I was logged in to Donna)..I faxed her a chronological account of the complaint as well as copies of the work order with the SOLD TO on the preprinted form. I also had numerous calls to Edith, at Assurant Solutions who gave me nothing but rude answers--even after I faxed her the same materials. She said she had referred my materials to Assurant's legal dept..and that the SOLD TO referred to the fact that Blue Raven had sold their services to Assurant. My original question, "what gave Blue Raven, an agent of Staples, the right to steal my computer, then sell it to Assurant, who then sold it as salvage to ANEW Solutions, in Tex..who then resold it to a company like Tiger Direct Discounters. I'm sure that if my computer was stolen and resold that perhaps thousands of other unwitting Staples Warranty holders have simply 'rolled over'..and accepted the terms of this 'scam'. I hope you'll call me..I want this investigated and exposed. Nelson of Howard Beach, NY October 26, 2009 From October 21 to 24 2009 Staples started a sale to trade in any laptops that have original windows xp or vista and the consumer gets 75 dollars back if they trade in their laptop for a new laptop with the new windows 7. Two computers I had interest, first one on sale the Acer net book (did not have windows 7 but manager willing to sell) 299, not in stock; second toshiba satellite net book 399, not in stock.; only one pink net book was available (which they never showed me). Staples informed that another truck was going to come in during the week and that more computers were going to be available. Friday Oct 23, 2009, I showed up to Staples and I requested them to show me all the computers on sale and on stock, Staples once again informed me that none of the laptops on sale or netbook were available that all were sold out. Sale ended Sat Oct 24, 2009. Today Sunday Oct 25, 2009, Staples announced another sale 75 to trade in old computer with windows xp or vista, for a new one that has windows 7. One of the laptops for sale was Acer, for 349 plus tax, which I had interest. I went to Staples again, and they claim that all computers were sold again, that none were in stock. I asked them to provide me with a copy of all the sales of the day and to prove to me that all computers were sold. Staples did not provide the information and they mentioned that they had small quantities. They offered to order online for me at their store, but all Staples representatives dissappeared and none were willing to help and assist me with the purchase. Instead all their Staples representatives started assisting other customers. I told one of the staples rep, Im taking my business somewhere else, and he said ok. I told the manager on shift, Im leaving and he mentioned that he could help me while he was assisting some people that arrived at the store after me. I said, that he cant help me. I went to the other staples near by in the Brooklyn area. When I requested the to show me the Acer on sale for 349 and the toshiba net book for 399, Staples did no have any on stock. I spoke with the manager of the store and he allegedly informed that all 16 computers were sold today, the first day of the sale. I lost the chance to get 75 for my old laptop and to buy an Acer computer on sale for 349.99. Josephine of farmingville, NY October 20, 2009 I am a avid customer of Staples. I use your copy center weekly and spend on average between 50.00 to 75.00. I work with fundraisers so I am always making fliers, printing photos, enlarging items. Actually myself and others I work with are constant customers. As I said we are there weekly. I never have an issue with the staff of your copy center. However there is a manager there (Mike) who is very unprofessional and seems very annoyed when you ask for help. I dropped off an 8x10 flier to be blown up to 11x17. When I returned I was told the printer couldnt enlarge it..if I wanted to I could try on the copy machine myself. So i did. Only problem is when you go to enlarge the picture..to fit the paper you don't know what percentage to use..When i asked for assistance I was told to just "guess". Only issue is everytime I had to "guess" it charged me another 1.75. When I approached the counter again Mike the manager was very rude and told me that I had no other choice if I wanted my enlargements. I responded that how can that be right?? To keep charging me when I don't know how to use the machine. He nastily told an associate to give me credit for two copies and that's it..That I should just deal with it. When I approached the counter again to ask for help. He didn't answer me. He was so focused on fooling around behind the counter he couldn't be bothered to answer and when he did he said"you again". I was appalled at the treatment. Not only did I have to deal with his unprofessionalism I wasted over 20.00 enlarging prints I couldn't use since I recieved no assistance. I will never go to your store again, as will my colleagues not go. Who does this man think he is. It is disgusting. If he wants to socialize he should stay home. Then he wouldn't resolve my issue. Very bad manners. Barry of Seminole, FL October 18, 2009 I bought Toshiba laptop spring 2007 at same time I purchased extended warranty which was 427.00. I was told during purchase the warranty covered everything. Computer hard drive crashed 09/18/09, they took computer and was able to save data onto disk (which I havent been able to view yet-no computer)I have been told a different story every time I speak with different person. After much whining on my part I was given a loaner acer which has no disk drive. I could then read emails. After three weeks i became very anxious I was behind on my studies of Mandrian Chinese by Rosetta Stone, was down loaded on Toshiba. They downloaded about 1/2 of the first level of the language study on the loaner of the first level. I was told they downloaded two levels. They did not understand the totality of the Rosetta Stone program. Anyway I was told all they were waiting on now was the part from Toshiba and the computer laptop could be fixed in 10 minutes. It is now October 18th. I am assisting my Chinese Fiance' with her and her son's marriage visa and there has been a lot of administrative issues to deal with. They loaner is insufficient as I cannot use the 4:1 I also purchased from Staples. I just want my Toshiba up and running again. Why am I pushed asside and given the run around instead of a straight answer? If I purchased this extensive warranty why cant I just have a new one off the self? This is the worst time in my ownership of this purchase to be without it. Francesco of Jersey City, NJ October 6, 2009 It seems to me staples is in the bait ans switch business. the last 3 week i been trying to buy a laptop, each week i saw one on sale sale, at Staples.com the first 2 weeks i went to the store 2 times and both times the computer they had on sale sale they said they did not have it in stock, but they had another one similar to the one i was looking for, but it was more money, i work at nigh i get home about 12:30AM when i got home October 2, 2009 i check on my computer at staples.com but there was nothing on sale,when i woke up, about 7:30AM i checked on staples.com. they had 2 laptops on sale, Item# 773898 for 299.00 and item # 773896 for 399.00. when i saw this i tried to buy either one of them and both where sold out, they have a link that you could check for store availability, but no store within 100 mile had any, actualy no stores in naboring states had one, when i checked it was 7:30AM how could they sell out if Most staples stores dont open untill 8:30AM or 9:00AM, so i called customer service, and i told them the whole story and they said there was nothing they could do, they have this to me 3 weeks in a row they first 2 times I went to 4 stores in the area and all said the same thing. were out of stock but whe have a similar one, but more money. i would like staples to honor there sales, not try to bring people in there stores, to sell them a different item for more moeny. Ko of Torrance, CA September 11, 2009 For my needs on school assignments, I and mother went to Staples in order to buy a calculator, notes, etc. We bought some notes, which had been said to be 0.99 for each, calculator, and some other stuffs. We paid for them and came out of the store. But when we checked the receipt, we recognized that the counter made a mistake on our price; he calculated notes as 2.99 for each, not 0.99. So, we came back to the store and the counter said he would check our receipt after about 2-3 minutes. Before that, however, a man, who called himself as a manager of Staples in Torrance, came to us and made us be on the waiting line. Because we did not have any fault about the mistakenly miscalculated receipt and were heard to wait only for 2-3 minutes, we told him about our situation: the mistake of counter. However, he had never tried to listen us and just forcefully made us be on the line. And, when we tried to explain one more about that, he made a rude sentence about the fact that we are foreigners; he made fun of our english speaking. Even though we, being mentally damaged about his insulting, refunded all items that we had bought, I strongly want to make complaints about the manager's way of treating his customers. John of Wilbraham, MA August 20, 2009 Staples Product Replacement Plan, I bought for my Staples shredder.It said it was hasstle free WHAT A JOKE.I brought it in Staples and last year when i purchased this plan, i have to just return this shredder to the store and they will give me a new one.NOT TRUE,now they changed there policy to a third party.Now I have to go to there web-site or phone to a computer NOT TRUE TRY to get them. Why didn't they inform me on this policy change. they lied to me.There tel. numbers donot work. DISCUSTED WITH STAPLES/.. Rita of Flushing, NY August 19, 2009 Staples.com is a very unreliable website when it comes to in-stock or out-of-stock products. I went online to their website yesterday and found this hp laptop that I really liked and I checked their in-store availability because they were out of stock on the website. I remember seeing that the product was still available at some of the locations around me, so I went to one of the stores to buy it. After I got to the store, I spoke with an employee there and asked for the product. He looked up the product in their system and told me that this store is actually low on stock. That employee then went to check if they have the laptop in the back and returned to me with a no. He also suggested that I try a different location that was nearby (about a 25 minute drive from where I was). But before I drove there, I decided to call to make sure they have something there, which was a very wise choice because as expected, they were out of stock too. Apparently I double checked this time online and saw the check store availability list and both stores were still listed as they were in stock for the laptop. Fortunately I didn't give up that easily, so I continued refreshing the webpage that I was on for another couple of times. After refreshing the page, I noticed that the staples website was updated and I could actually place an order online. This time I placed an order and was a little confused as to why the delivery date changed from 1 day to 4 business days in between the time I added the item to my shopping cart and the time I was about checked out. But that was not a big deal for me so I placed the order as it is. The problem came when I was called by a customer representative today. I did not know my order was put on hold from yesterday until I made a second order today for another item. The representative told me that my order for today did not go through because the phone number I gave them on my card was my personal contact number not the primary cardholder's number. I wasn't aware that the number I provided was a different number but I was able to give them the correct number with in seconds to fix it and allow them to put through the orders. Now the second problem came. I asked them if my order from today was put on hold, how did the order from yesterday go through? The lady looked at all my orders and answered me that the order from yesterday was actually on hold as well. She then said the laptop I wanted is no longer in stock so my order from yesterday for that laptop cannot be fulfilled. How great is that? To find how all my time spent trying to buy this laptop has gone to waste? It wasn't a great feeling for me and I probably would never have found out that my laptop order wasn't put through had I not asked about it. Other than that, in between the times before I was called up by a representative from staples (between the time that I placed my order yesterday to getting the call today), I had a hard time getting my tax exempt to work. I tried contacting their online customer service to make sure that I'm using the right account number for my orders. The online representative was very friendly and gave me the correct member number I had a tax exempt for. However, after submitting my first order, I received an email in a few minutes stating that I entered the wrong account and provided me with the correct account number. The email also mentioned that I should change the number I used previously for my order to the number listed in that email. So that's exactly what I did. And as I made the changes in my account, I also took some time to track my order. What I didn't understand from the order is that all the tax exempted came back on the total amount charged. I couldn't figure out what I taxed so I contacted the online rep again. This time she checked and told me that the tax exempt number I used previously was correct, but order was somehow changed to another account. She told me that she'll send a message to the tax dept right away and told me for future purchases, I should use the number she provided. So I used that number again for my second order. This time the same thing happened again. The tax was exempt when I placed the order but when I tracked it, they came back again. I contacted the online rep and this other rep tells me to call the tax dept. I found out that my staples tax exempt account expired, which they say it always happens from period to period due to security purposes, and that I need to resubmit the certificates. After this experience, I can only say that I'm very disappointed about the unreliability of the quantities listed as in-stock on the website and even in the stores. I'm also extremely unhappy that after spending all this time, I still don't have a laptop and that customer support is very inefficient. They could've called me earlier and I would've supplied them with the correct number and they could've also told me that staples has a tax exempt expiration policy where I have to resubmit the forms. Then I could spend less time trying to figure out what the problem was and less time editing my profile's account/member number. I probably will never place another order online with staples ever again with this kind of bad experience and service. Travis of Monroe, NY August 19, 2009 Was quoted three different prices for a service. Associates were wonderful but the management team leaves a lot to be desired. When speaking with the General Manager, Robert, I was told that I should have made sure I spoke to the same associate and make sure that they check their system for the accurate rates. It in not the responsiblity of the customer to make sure they have the correct price. I have been in retail long nough to know that when a customer makes an inquiry, it is the company's responsibility to insure that they are given the correct information. (again, there were THREE different quotes) I was surprised with the manager's reaction. He acted as if I was at fault and had a condesending tone. As a result, the numerous projects I have, will not be done by Staples. Dorothea of Waynesville, NC August 12, 2009 Staples is the most customer UN-friendly companies I ever had to do business with. Just recently, I had business cards to print. What usually should take a day the most anymore took about 5-6 days because at Staples they don't communicate, neither among themselves nor to the customer. Today, I had to make some copies, couldn't pay cash. They expect when you walk in there that you have all the time of the world to fit in their complicated setups. I want to make 20 copies and pay cash. Where is the problem? I ended up handing the employee 2 dollars and said this is what I owe you, take it and figure it out yourself while I'm on my way. Have you also ever noticed that nobody works their for a long time. Always different people in there. Advertisement
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