I bought a TI-84 calculator for my daughter at Staples last week. Before I checked out I made sure to ask what the return policy was on calculators (It cost me $125 plus tax). I was told if the package was not opened they would accept the return for 90 days.
When we got home that night we saw that Wal-Mart had the same calculator for $90 plus tax. I called Staples to see if they would price match the ad (I had a paper ad) and the customer service rep said yes. I took in the paper the next day, along with my receipt and calculator (unopened). The ad was for the same time period that I had purchased the calculator at Staples, so there should be no problem. The customer service rep that was working that day said they would not price match to the ad. They were the same calculatorís except the color, Staples only had the black ones and the Wal-Mart ad showed a pink one. Same model #, same functions, same everything else Ė nope she told me the color is not correct. I was shocked and really thought she was kidding, she was not kidding.
I asked to speak to the manager and was told there was not one on duty (she had stepped out for training). Of course being angry already, I said well I hope she is training on returns and how to treat customers.
Since they would not allow me to price match the same calculator, I was returning it. Of course I was given grief on this too. I am pretty sure she was still mad about my comment about rude people and needing more training. I didnít care. I took the receipt back out and said I wanted to return the calculator then, and I would go buy the pink one from Wal-Mart. She said no problem, however they could only give me store credit. Of course that did not go over well with me, I explained how I had asked prior to purchasing the calculator what the return policy was. They had to give me the credit the way I paid, which was by debit card. The only time they would give store credit was if you didnít have the receipt. I donít know who she thought she was dealing with.
Of course after told her this, she smiled and said you are right and gave me the money back on my card. We left and went to Wal-Mart. You have to be careful and know the policies when dealing with ignorant customer service people.
I had a similar problem with Staples, only I had bought an office chair. I took the chair back because it had a defective wheel roller. They told me I could only exchange it. I did not want to exchange it because when I looked at the other chairs most of them were in boxes that were dented and I did not want to risk getting another one just to find out it is damaged. I had my receipt with me yet they told me they could not refund my money. I told them that I did not want store credit or anything else. By this time they were being very rude with me. I left and came back the next day and asked to speak to a manager. I had a complaint letter all ready to go. He told me that their policy was to refund the money if we had the receipt and apologized for the day before. I got my money back but it sucks that I had to come back another day to speak with a manager. I think Staples sucks for not training their employees correctly and not demanding that they treat customers with respect.
The online stuff is just as bad or worse! I was surfing their site a while back and found a laptop I liked and wanted. The web site said these laptops were out of stock on the web site, so I checked if they had any in the stores near me, and it said they had some in a few of the local stores. I decided to go to the store to get one.
When I got to the store, I grabbed someone who worked there and asked him about it. He looked it up in the computer and said that his store was low on stock, so he went to check if they had it in the back. When he came back out, he said they didn't have any of these laptops. He said I might try a different store that was about a 25 minute drive away.
Since it was that far away, I decided to call the store before driving over there to make sure they had it in stock. Good thing I did, because they said they were out of stock, TOO! I checked again online and saw that both stores were still listed as "in stock" for the laptop I wanted. I refreshed a couple times to see if it would change. After one of the refreshes, I saw that the site had updated and now I could order the laptop online, so I did - but it was a little weird because the delivery date changed from 1 day when I added it to my cart to 4 days when I was checking out, but that wasn't that big a deal so I went ahead and placed the order.
The next day, I made another order and someone called me - the caller told me that my order I'd just made wasn't going through because I gave them the wrong billing phone number. I got that fixed quickly with no problem and they could put through the order. I asked how did the previous day's order go through, if the new one didn't? She looked and told me that that order was on hold, too. She said that laptop wasn't in stock anymore so that order couldn't be filled. So all that time was for nothing! What a scam. If I hadn't asked about it, I probably would never have known that it was cancelled.
What a joke Staples is! I 100% agree with you all here. I've had nothing but problems with them too. I bought into their "better binders", my daughter is hard on her school binders and I am always replacing them half way through the year (usually buy them at Wal-Mart). I went and paid double the Wal-Mart price for these "better binders" at Staples. They were supposed to be guaranteed. Within 2 months of her using them (she didn't even carry them back and forth from school, they stayed right in the classroom) 3 out of 5 were junk. The 3 ring part had ripped off the plastic part so they would not stay together. What junk they were. I had her empty them and bring them home.
I took these "better binders" back to Staples with the receipt and wanted my money back! I got the same crap, replacements or something different - no money back. I told them sure, I'll take more of these binders but I'll be back in a couple of months with them for MORE replacements. I was not going to be screwed! Good thing Staples was only 5 miles away. I ended up returning these binders 1 more time last school year. I didn't buy these "better binders" again this year.
Staples products are a rip-off and their return policy sucks too!
Hothead- I had the same problem! I bought a roller computer chair too. I was in heaven! It was awesome until a wheel fell off. Sounds like they make some pretty crappy stuff if both of our wheels fell off.
When I took it in to get my money back the idiot customer service rep asked me if we were racing up and down the room with the chairs. The wheels just don't fall off like that. Are you kidding me. I said that to her. Hey I just want my money back. I have already looked and there is no other chair that I want. I am going to Office Depot to get a new one. I had my receipt, I paid cash for the original purchase. I was told no, I could get a credit or get another chair. No Way!
I ended up speaking to the manager on the same visit, lucky me- I didn't have to come back. He was a JERK at first but then he said policy is refund in the form you paid. So they gave me my money back! They really need to do a company wide training session it sounds like. I had every intention on shopping there still until I dealt with this idiot customer service rep.