Staples - Horrible experience

Chthonic on 03/03/2016 - 17:31
Last edited 03/03/2016 - 17:31

Hi, just wondering if anyone else has had a terrible experience with Staples.

  • Order the Surface Pro 3 last Friday (26 Feb 2016).
  • Order status sits on 'backorder' for about 3 business days.
  • Call up, staff don't know what's going on and advise someone from Finance will call me.
  • Get a call a few hours later, guy from Finance needs to reconfirm credit card details - say will call him back to confirm.
  • Try calling his personal number all afternoon, then again the following morning - he doesn't answer his phone at all.
  • Finally get a call back around 4pm Wednesday afternoon, all good - at least I think.
  • Credit card has been charged twice, funds apparently not put through and they aren't going to ship it until it clears. Second charge maxed out the credit card and was then subsequently declined by the bank (so the funds are in limbo).
  • Try calling them all afternoon, on hold for 5-10 mins and the staff are generally not wanting to help.
  • Try calling the same guys personal number all day, leave message, he never answers or gets back to me.

They're at least holding the initial charge since it's definitely gone through on the credit card, second charge just shows up as slightly over the credit card limit and I'm assuming this will clear in 3-5 days.

Not too sure what to do, ordered this last Friday so I could get it and use it while I was interstate next Thursday onwards but I doubt that's going to happen.

Computing

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Comments

  • captobvious on 03/03/2016 - 21:28
    +2

    Staples is what corporate express used to be.
    They are for mainly medium to large enterprises
    as an individual or small business they have always been crap to deal with unless you can buy whats off the shelf.
    Your future business of 1 Surface pro means nothing to them.
    Get your money back, go elsewhere!

  • [Deactivated] on 04/03/2016 - 00:08

    I worked at Staples for a year, and yeah it was absolutely terrible.

    I do enterprise software licensing and that place was a shambles

  • Randxyz123 on 04/03/2016 - 00:38

    Firstly call your bank tomorrow. They can usually bump up the credit card limit on the spot.

    Take a screenshot of your statement that clearly shows the amount charged from them(on both dates) and the date without anything else and send it to the guy you are dealing with.

    Looks like they respond fast on facebook so try contacting them there and send them the screenshot clearly showing the funds have left your account. If they won't send it tomorrow tell them you will take your business elsewhere (JB should match whatever price they've given you).

    By the posts on facebook it looks like they are pretty terrible at customer service.

  • Chthonic on 04/03/2016 - 20:14

    Thanks for the replies, after several attempts to call the guy I mentioned; as well as multiple calls and emails they have finally sorted it out (having already been told that twice I'm skeptical).

    Apparently they will pack the order on Monday, ship it on Tuesday with arrival for Wednesday, so we will see what happens.

    Overall, pretty poor service and unhappy - won't be buying from them again in the future.

    • Randxyz123 on 04/03/2016 - 21:52

      Tell them to courier it or express it

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