Staples, Inc.

Staples apologizes for the inconvenience the customer experienced. We have corrected the system issue and are sending out a $3 check and a new $5.99 rebate card to the customer. We have corrected the issue and explained to the customer that it was a system error that selected the wrong rebate based on the timeframe the rebate was submitted. At the time there were 2 rebates going on for the same items and the system chose the wrong one.

Staples apologizes for any inconvenience caused to the customer. We are working to have our site updated to state the item is out of stock. We did offer the customer 2 substitute items, one was declined and the customer did not return our call on the 2nd. Both of those items are now out of stock. Staples sales are while supplies last. We do not offer rain checks or substitutes. Staples is not responsible for typographical errors on our site. You can find this information by viewing our "Terms & Conditions".

We are sorry to hear of the problem Mr. ** experienced with his recent order. As it turns out the address provided by Mr. ** is associated with a Freight Forwarding company of which we do not allow shipments to be delivered to. Additionally, per UPS [redacted], the item was marked as...

delivered on 10/14/2016 signed by "[redacted]". Due to these reasons, we were unable reship his missing printer. However, as a one-time courtesy, we have issued the $19.99 refund, which will be issued back in the form of a Staples gift card within 7-10 business days to the billing address on file. If Mr. ** wishes to place future orders he will need to provide a new address such as a home or business.

We apologize for the customer's frustration. When the customer called in to inquire about his order, it was explained that the billing information provided did not pass verification. We stated that they would need to replace the order with the correct information to have his order accepted. This...

order can not be replaced; a new order would need to be created.

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 # [redacted]. Please add your rejection comments below. 
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]

Staples apologizes for the inconvenience the customer experienced. We have issued a $100 courtesy coupon to the customer on 06/06/17. We have also submitted a ticket to have our IT department manually issue the refund. The refund will take 7-10 business days to post to the customer's account

We understand Mr. [redacted]'s frustration regarding this matter and apologize for any inconvenience this has caused. As it turns out, we do not have a 20 per month program with a $500 spend minimum in qualified purchases. As a Staples Rewards Base Level (under $$0-$499 per year spending) Mr. [redacted] is allowed a limit of 10 cartridges per month. Once a member reaches $500-$999 per year spending, their status changes to Plus and the allowance for monthly ink cartridges increases to 20. Our records indicate that although he has spent more than the $500 in 2016, these purchases were made up of gift cards, which are not qualified items and so do not count toward toward status. Our position remains the same. For more information regarding our Rewards program, please view our terms and conditions at [redacted]

Please note the other part taken directly from Staples site: “If we become aware of any issues with your order, you’ll be contacted by a Customer Service Representative”. We were NOT contacted at all about our order. It is standard practice for big box companies to not even let customers place an order when they are out of stock. This situation is very simple, we placed the order and Staples failed to inform us that they will not be able to process. As stated before this is an issue that Staples was fully aware of and should compensate appropriately. Offering a $25 Staples coupon is an absolute insult, there’s no reason Staples cannot offer the full amount as credit for their lack of communication.Regards,
[redacted]

As late as this...

week, information related to the fraudulent purchases remains on the Staples website - including where the purchases were shipped and how they were delivered.   I have reported this to my bank and credit card company - but their contention is that the actual "theft" occurred against Staples.  As such Staples is the harmed party - and should report the theft to the [redacted], California police for investigation.  The firm's failure to do this virtually ensures such thefts will be repeated.    Moreover, ultimately these losses harm Staples Shareholders through lower profitably, or the firm's customers if the costs are passed on to customers. Lastly, in adopting the attitude of "it's not our problem"  Staples is complacent in illegal reselling of stolen property - in much the same way as if they failed to address shoplifting.   
 
Regards,
[redacted]

We have researched Mr. [redacted]'s complaint and was able to determine that although we received the cartridges that he had sent in, as Base Rewards customer Mr. [redacted] is only eligible to receiving credit for up to 10 cartridges per month. Our records indicated that he has submitted complaints regarding...

this same matter in the past and we have made exceptions by issuing credits; however, we are unable to continue to individualize our Rewards program and make another exception. Our Record indicate that he has been credited for the max amount allowed. For the full terms and conditions of our online ink recycling program, please visit our website at [redacted]

We have tried establishing contact with the customer via email, but have been unsuccessful. We looked into the order, and do note that it was refunded as of 03/17/2015. Normally, this refund should reflect on the customer's method of payment in 3 - 5 business days. Should the customer establish...

contact, we would be more than happy to resolve any issues.

Better...

Business Bureau:
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 # [redacted].
I was told by otherwise by their own representative. I'm sure they can check their phone records to resolve the matter. The representative said that I would be able to buy them for $1 as long as I had my receipt and she went on to check the inventory...this is YOUR representatives words. You misrepresent your policy when it is convenient, and have fraudulent business practices. I expect staples to honor their word and price match these items. Once again...this is not about your policy, but the misrepresentation of your policy by your very own representative and your refusal to honor it. This is the worst customer service I have ever received from a retail store on an executive level. You are the same person that I spoke with on the phone. I will take the fraudulent business practices up with consumer affairs as well since you continue to waste my time with your conveniently "changing" policy. You are a fraud. 
Regards,
[redacted]

Staples apologizes for any inconvenience caused to the customer. There was a typographical error on our website which caused the customers order to be canceled. The customer was notified via email of the cancellation and the reason. Per the terms and conditions on our website Staples is not...

responsible for typographical errors.

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 # [redacted]. Please add your rejection comments below. 
[If you are rejecting the business's response please enter your rejection comments here.]I am now in the middle between Staples and [redacted] Digital Gifts. Each of them wants me to go seek help from the other one side. I have all the receipts for my gift cards. I don't know why Staples has the information but doesn't want to provide me the details of transactions. I just need 2 key things: WHO used my gift cards and WHERE the order(s) was picked up/shipped to. As long as I am provided with this, I will report my case to police. I won't ask more from Staples. $600 is a lot for me really.  
Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. 
I am never going to accept their complete lack of responsibility for their actions and their utter lack of concern for customer service.Regards,
[redacted]

Unfortunately, because the card was activated we are unable to issue a refund for the card. Per Staples terms and conditions, gift cards are nonrefundable.

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 # [redacted]. . 
[Yes, that would have been nice but it does not work.  The e-mail order does indicate $299.99 less $25.00 off, but as soon as I click on the e-mail order and sign into my Staples account the order changes to $499.99 plus sales tax.   If I click on my Orders from within my account it does show $299.99 less $25.00 but as soon as I click to view the order it changes to $499.99 plus sales tax.   If I sign into my account from outside the e-mail, the order indicates $499.99.  It also appears that there are two orders of $299.99 less $25.00 in my account which total $549.98  which may be causing this problem.
[redacted]

Staples apologizes for any inconvenience we may have caused the customer. As the manufacturer was unable to honor the printer's warranty, we are sending the customer a $160.00 Staples Gift Card towards a replacement printer purchase.

I don't understand what kind of response is that!!! The company mentioned nothing about what happened to me in the store. How can I be assured if they allow their store manager or anyone just to make up rules, and they never mention anything wrong doing about them!!! Obviously their manager violated the company rules, but it seems ok for staples! I need an answer! Why their manager can do that and how they can assure me the same thing won't happen! Otherwise I will never return to that store and shop anything from  that [redacted]! 
Regards,
[redacted]

We have investigated the order and it seems that this order was placed online directly from customer account with the person's name of [redacted] and address listed on order of [redacted]  it shows this order has been delivered to the address in which...

was listed on the order and seems to not be attached to the customer that  has filed this complaint. We would suggest customer replace new order as we feel that no reship is necessary in this situation.