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Staples - Rebates

Staples • Rebates • Store Pickup • Proteva • Build-to-order Computers • Extended Warranty --- • Staples Offers Electronic Rebate Redemption • Staples Fined $850,000 for Lying to Its Web Customers

Lillian of Sun City CA writes (5/19/03):
On April 16, I went to Staples and purchased an Epson C82 printer and Memorex Ultra Thin Scanner. The ad in the store for the scanner said $74.94, then on the bottom of the stack was a filer that said $14.94. I asked Rico what that meant and he said that is after the $60.00 rebate. So I said I'll take one for that price. I went to take one and he said let's get the one behind so we know nobody has handled it.

When I got home I read over the rebate slip and I entered on line and also sent the rebate slip in along with the UPC Barcode. I also have printed out 3 confirmations and have one that came in the mail. Today, 5/19 I received a postcard saying the UPC barcode submitted is not eligible for this promotion. There were no other brands of scanners at this display. I would not have bought the scanner had it not had a rebate of $60.00. I'm 78 years old and cannot afford to do this. Any help you can give me will be greatly appreciated.

Thomas of St. Helena CA (5/10/03):
Staples runs rebate programs that are designed to promote misleading prices, while simultaneously denying customers their rebates. I have experienced this multiple times, but most recently with a promotion to sell PNY flash memory cards. The 32 Megabyte cards were advertised on the shelf as costing $6.00. In smaller print, the sign said "After Rebate." To read the "after rebate" message, you had to be within two feet of the display, but the display was positioned behind the clerk's counter, behind glass, making it impossible for a customer to see the smaller print. The full price of the card was $38.00 including taxes. Nonetheless, the clerk gave me the card and I took it to the check-out counter.

When my credit card was charged, I said "Why so much?" The clerk said that the advertised price was after the rebate. I then asked for my rebate receipt, so that I could apply for the rebate. She said "It didn't print out!" So she went to the store manager. The store manager -- the same clerk who gave me the card from the display initially -- said "There must be a problem with the computer system." He then went to the back room and -- after several minutes -- came back with a different flash memory card. "The shelf was mislabeled," he said. So the clerk credited me for the initial card, and rang up the second card -- which actually cost more than the first!

I said again "Where is the rebate slip?" Once again, the clerk called the manager. This time he was gone for ten minutes. When he returned he handed me a printed form with instructions, telling me to fill it out and send it to Staples, including the UPC code and the original receipt. I sent in all the required paperwork (making photo copies) and sent in the entire packaging for the card, to make certain that they received the appropriate bar code (there was only one UPC code on the package, but I'd been denied rebates before when they claimed I did not send in the appropriate barcode.)

I mailed this off in February, along with the original receipts and the appropriate form filled out. Several weeks later I received an email from the rebate center saying that the product that I had purchased was not eligible for a rebate. I emailed back the rebate center and told them the exact circumstances, and that I expected to receive my 30 dollars. They responded to my email, saying they would look into the complaint. I did not hear from them.

I then took the original copies of receipts, forms, emails, and upc packaging back to the Staples store from which I purchased the card. I talked to a different store manager (They evidently rotate managers between different stores.) I told him my story and asked for my 30-dollar rebate. He took copies of my copies and said he would attend to the problem. I asked him if there was some mistake in the original transaction, and -- after looking through the copies of documents that I had -- said "No. They should honor the rebate." He said I would receive the rebate in a couple of weeks.

A month went by. Finally, I received a postcard from PNY rebate center telling me that they would not honor the rebate because I didn't include the UPC code. I have since written back to the PNY rebate center, providing them with yet more copies of all the paperwork, and a description of the circumstances, and copies of email correspondence.

This is not the first time Staples and/or its suppliers have advertised and posted one price, and used the foil of a rebate to explain the differential in what they charge. They have done this to me on three other occassions with other products: a Wireless network router, a wireless mouse, and a wireless communications router. They are not the only ones who use this ploy. Best Buy has repeatedly denied rebates on products and has used the same technique of highlighting a false price (after rebate) on their displays, and then created obstacles to obtaining those rebates.

Paul of Bellport NY (4/13/03):
I applied for a rebate of $69 for purchasing an HP printer with a digital camera at Staple on 12/19/02. I submitted the Rebate form, receipt and UPC from the printer on 12/27/02. I rec'd a postcard on 2/1/03 saying the UPC was not provided. I mailed a copy of all the material again on 2/3/03. On 3/25/03 I went back to the store to see why the rebate hadn't arrived. I spoke with Christi Cook who said she would override the hold within 15 days. It is now 4/13/03 and I still have no rebate. And Staples' rebate Web site (www.staplesrebates.com)still lists the rebate as missing their UPC!

I would not have purchased the printer except for the rebate. I have already paid full price for it, charged to my credit card. It is too late to return the product for a refund.

Mike of Portland ME (2/14/03):
Purchased calculator that offered a $4 rebate. Filled out the ridiculous amount of paperwork and put ALL of the necessary stuff into the envelope, and mailed it in. Then received the postcard stating I hadn't put all the necessary paperwork in the envelope. Called Staples and waited on hold for 11 minutes, then got a customer service agent. I told him that I had videotaped myself putting the paperwork in the envelope and would be contacting the attorney general. He got a rebate check out to me quickly.

Staples gave me my check. But they are playing the numbers game and even when someone does send in the proper paperwork, they still deny the claim. Attorney General should look into this.

Beatrice of Annandale VA (11/7/02):
On May 22, 2002 I purchased a HP G-85 all-in-one machine that was advertised in the newspaper at a couple of stores including Staples for $399 MINUS A $80 STAPLES GIFT CHECK. I completed all the information and sent it to Staples rebates. I checked their Web site and was informed that they had received the rebate request and it had been approved and to wait 15 business days for the check to arrive.

When a month passed and no check was received, I proceeded to contact them via e-mail. I got all kinds of excuses, including that the check was probably lost in the mail, that perhaps they didn't have the right address, etc., etc. Many times it felt they were enjoying my getting so upset and continued teasing me. I proceeded to file a complaint with the Better Business Bureau. I got no answer either. I wrote a letter to the manager of the store where I purchased the item (Baileys X-Roads, VA). I have received no reply from him/her either. Like I told the employees at Staples rebates, I will not go away until this matter is solved. Can you help me?

Emotionally, I feel I have been taken advantage of. Economically, I am down $80. I could have purchased the unit somewhere else. By the way, now it's only $299 and it's been offered by Staples also with a $80 gift check.

William of Lindenhurst NY (6/25/03):
Submitted required paperwork (sales receipt, bar codes and rebate coupons) to Staples/D-Link and Staples/Visioneer Rebates (rebate center) May 26, 2001. Let several months go by, forgot to contact them until Feb. 16 , 2002 (email). Received response 2/17. Called 2/19. Told they would look into it and respond within 4-6 weeks. Did not hear from them. Called again and pretty much told the same thing by Annebelle. Asked if they would like me to send copies of all paperwork. Said no. Sent email about three weeks ago using their website.

Annoyed. Will no longer do business with them. The total amount comes to $130 in rebates.

Randy of Seattle (6/22/02):
I purchased an Envision LCD monitor from a local Staples store with a $50 rebate in February. The service at the store and the monitor are fine, however after 4 months, still no rebate. Apparently it never was received. Perhaps the Post Office in Seattle does not deliver mail to rebate offers because of the 3 I have submitted in the last month, none have been processed.

Obviously I am able to live each day with or without the rebate, but it is frustrating to look through the Sunday paper and see advertising stating a price in very large print $299, tiny print 'With Rebate' and never receive the rebate.

Terry of Renwick, IA, writes (4/2/01):
I purchased a PrimaScan 2400U scanner from Staples in Mesa, AZ in February of 2001. The scanner was a gift for my parents. I was visiting Arizona from my home in Iowa. On March 9, 2001, Staples emailed me that "We have received all of your required information and documents." When I returned to my home in Iowa March, 30, 2001, I had a postcard from Staples informing me that my rebate request could not be fulfilled for the following reason: "{Missing COLORADO FLATBED SCANNER 36.Orig or Copy UPC". Obviously, I cannot make a 2500 mile round trip to search for an UPC label. Furthermore, since I had already cut the UPC off the carton and mailed it with the rebate, a trip to Arizona would be fruitless. Staples informed me via email that they had received all necessary documentation. I cannot understand how Staples can now refuse to remit the rebate.

I am a self-employed businessperson that could better spend my time working than trying to collect a $20 rebate. Companies that rely on rebate gimmicks that frustrate customers never seem to lose because most customers either will fail to submit the rebate or grow weary or give up trying to collect on the false rebate promise. I will urge my congressional representatives to legislate against this dubious marketing tactic.

August of Auburn, CA, writes:
Purchased computer business card labels last September, filed for rebate on 9/27/2000, did not receive by end of year so emailed on 1-15-2001, got reply saying "will solve at once." It is now the 6 March 2001, still no rebate.

We went through this last year for a $15.00 rebate on a toner cartridge, They need to be looked into. We live in the foothills of the Sierras and it is a ways to a complete store like Staples but their rebate service is the pits.

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