Staples, Inc.

The customer's account wouldn't reflect on the Rewards balance because the month hasn't endedThe month closes on January 31stRewards accrued during the month would be paid out afterwardsAdditionally, the coupon can be scanned in, but the system will only pay out on applicable purchases, to which the kiosk order is notA kiosk order is not considered an in-store purchase. We will have the issue with the store associates reviewed by the management team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Again, Staples sold me a defective product; and is hiding behind the day return policy. I attempted to return and resolve within the day window, Staples representatives recommended I determine it was not a problem with internet service provider. Once that was determined I was outside the day return policy. I have done everything Staples has recommended, they need to contact ** to coordinate a replacement computer for me. I have been patient, but this needs to be resolved by Staples, along with **. We have been loyal customers for a number of years and do not understand why it is so difficult doing business with them concerning this defective product
Regards,
*** ***

We apologize for the frustration the customer has experiencedWhen an order is submit, the screen does show that the order has been confirmedIt would have the order number, where the email confirmation will be sent to, as well as order date and details of the order. Additionally, the method of payment is verified, to ensure that the order can be chargedUpon shipment, the payment is charged to the account as a valid paymentSince the order was cancelled, this charge never took placeWhat the customer sees is the pending authorization, which usually takes 3-business days to drop off in the event of a cancellation such as thisStaples releases the funds immediately, but the customer's bank may hold that against the account for that period of timeWe have shared their concerns regarding site reliability and process to our web tech team for further review

We have requested customer give us another phone# where we can contact customer or if she will please contact us at *** *** *** to place the order with an agent directly we will certainly make sure the order reflects the $and the $coupon off in which we do have the order in our system holding for customerHowever customer has not contacted us to get order submitted or given phone number so we can reach her as phone number listed is busy upon contactingIf customer wants to submit order online give us order# that she submits her self as she is trying we can certainly do a price adjustment as wellSeems to be a lot of confusion at this time

We have sent a $Staples Coupon via email to the customer for the troubles

Staples apologizes for any inconvenience we may have caused the customerAs the manufacturer was willing to accept the return from us, we will be able to return the item for full refund for the customer

Revdex.com:
I have reviewed the response submitted by the business and have determined that the
response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
The items were in stock before the target delivery date of the orderYet the order was cancelledThis is a clear bait and switch examplewhere Staples is refusing to honor its commitment after accepting the order for the item at a promotional priceThey cancelled my order, relisted the item at a higher price and now are refusing to honor the order they cancelled prematurelyDefinitely trying gouge the customer
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
Staples indicated that they would work with me to fix or replace my phone that they broke when it was in for repairs. However, they stopped responding to my emails and voice mails once my complaint was closed. I have not heard back from two contacts at Staples, *** *** and *** ***. Please reopen the case.In addition, the value of the phone indicated in the complaint is incorrect. The phone cost $949.99. Regards,
*** ***

Staples apologizes for any inconvenience experienced by the customer during this attempt to do business with usWe have investigated the customer's complaint and have been able to determine that the information on our website was incorrectWhile we do have a policy protecting our company from
typographical errors, we feel this is more of a situation of misinformation and not a typographical errorWe have honored the customer's request for resolution by sending a $Staples eGift Card to the customer via emailThe customer was also previously provided with a $courtesy coupon by a customer service supervisorThis coupon will also still be honored.Again, Staples apologizes for the customer's experience with this matter

We apologize for the trouble Staples may have caused the customerWe have reached out to the store's Senior Management team about this situation and will investigate the issueUnfortunately, any type of corrective action remains internal but the customer can be assured that we will address it
appropriatelyWe recommend the customer continue with their card issuer's process to have these charges looked into

Staples apologizes for the trouble we may have causedThe item contained on the order did in fact carry a rebate, to which we would be happy to have filed to for the customer for fulfillmentHowever, the order has since been cancelled and the order has been refunded with replacement Gift Cards
being sent to the customerWe would not be able to grant a credit in the disputed amount

Revdex.com:
I have reviewed
the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Staples apologizes for the inconvenienceWe have reached out to the customer to clarify the termsWe offered to issue them a $Staples Coupon and they gladly acceptedWe issued this to their Rewards account and will receive it within hours

Staples apologizes for the inconvenience the customer experienced in storeWe are working with the store and customer to come to a beneficial resolution for the customer

Staples apologizes for the inconvenience the customer experiencedUnfortunately, the first order the customer placed was cancelled due to the method of payment declining on the orderThe customer will need to replace it if they would still like the orderOn the second order, *** is not an
eligible retailer for price matches with StaplesWe are unable to price match their order due to this

Staples apologizes for the inconvenienceWe have researched the customer's order and the reason it was canceled was due to the fact that billing information and shipping information provided failed to verify with the bankThe order would need to be replaced by with correct information

We have tried reaching out to the customer for additional information in regards to their complaint and disputed amountOur requests for contact have not been answered at this timeShould the customer reach back out to us, we would be more than happy to work with them to resolve any issues they
may have

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. We DID return the call to staples to discuss the replacement item and the customer service rep disconnected the call after waiting minutes to review their notesThe item *** offered is NOT a comparable item and will not suit our business needs. They are trying to replace item with a lesser quality item and not as many features as the original. The manufacturer of the original item does indeed have them in stock as *** and *** are able to get them from the manufacturerStaples is giving information so as to not offer the price originally offered
Regards,
*** ***

We understand the customer's frustration and apologize deeplyUnfortunately, we are unable to terminate associates at the request of customers for legal reasons

Staples apologizes for the inconvenience the customer experiencedWe have verified that *** does have the POA, but they thought it was only naming *** as the POAWe advised them that it states *** has predeceased the card holder and that it passed to *** **They have advised that they
will correct the issue and will be in contact within 7-business days