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  • Report: #202398

Complaint Review: Staples

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  • Submitted: Sat, July 22, 2006
  • Updated: Mon, July 24, 2006

  • Reported By:Edmonton Alberta
Staples
staples.ca Edmonton, Alberta Canada

Staples Cancels Web orders if they can't deliver Edmonton Alberta

*Author of original report: You're amazing!

*Consumer Comment: Maybe its the way you treat people?

*Consumer Comment: Go up the line

*Consumer Comment: I was with you until...

*Consumer Comment: Reading comprehension is lacking...

*Consumer Comment: How Many Times

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I don't know about the States but here in Canada when we order something over the Web with Staples here's what happens:

Staples attempts to deliver Web orders twice but guess what happens if they can't find you home? They cancel the order. Yes, they don't bother e-mailing of phoning you to let you know the delivery failed and that you will have to pick your order up or that it's being cancelled. They just cancel it. That way if you took advantage of certain deals or coupons you have to order again and lose the advantage. Hmmm, now it makes sense.

What kind of way is this to do business?!?!

Oh well, that does it for Stooples. I'm done with their store. It doesn't matter anyway, with service like that described above it's only a matter of time until they are out of business.

Kirk
Edmonton, Alberta
Canada

This report was posted on Ripoff Report on 07/22/2006 11:48 AM and is a permanent record located here: http://www.ripoffreport.com/r/Staples/Edmonton-Alberta-T5N3L4/Staples-Cancels-Web-orders-if-they-cant-deliver-Edmonton-Alberta-202398. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 6Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

You're amazing!

AUTHOR: Kirk - (Canada)

R you are amazing person! Simply amazing! From one complaint on one site you can tell how I treat people! Are you Psychic or some kind of magic wizardy thingy? Why don't you amaze and astound the people here by telling them "the whole story here" with Staples or...go troll somewhere else.

Now for the adults:

Leticia, Perhaps Cory should try reading the posts carefully before responding to them. It would be better for all concerned. I did send them an e-mail asking why they canceled the order. They didn't respond. I've sent e-mails in the past to ask them about price matching oppportunities and they didn't respond to those either. It seems it's a habit, no?

Thanks Lorraine. I believe you are right and it is a local problem. I actually did send an e-mail to Staples and explained the problem but they didn't respond. And actually, I don't need them to deliver it. They do it through their Web site but if they attempt and fail I'm more than happy to go pick it up. That's what got me ticked. They didn't even give me the opportunity to pick it up. They just cancelled the order and didn't even send me an e-mail.

It doesn't matter, this is the last straw for Staples. I'm done with them. The only reason I posted here is to warn others who may have ordered on-line. If you have, you might want to give them a call and ask them what they do with your order if they can't deliver it.
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#2 Consumer Comment

Maybe its the way you treat people?

AUTHOR: R - (U.S.A.)

Dear Kirk:

Maybe your whole problem is the way you treat people.

Dumping on people with your heavy sarcasm has a way of making people not only not want to help you, but go out of their way to avoid you.

You probably haven't given us the whole story here. I have a feeling you dumped on these Staples people the same way you dumped on Cory.

People who work retail are just normal people with feelings and attitudes. If you treated me with such disdain and disrespect, I probably wouldn't give you very good service either.
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#3 Consumer Comment

Go up the line

AUTHOR: Lorraine - Geek Consumer Advocate :-) - (U.S.A.)

Kirk, I've used my local Staples here in Phoenix many times and a few of the things I got were big enough I had to have them delivered.

One time a newly hired driver couldn't find the apartment building I reside in, so Staples called me, apologized, explained why they didn't show up that day and promised delivery the next day, plus sent me a coupon for 20 dollars off anything in the store the next time I was there. (I did not ask for that coupon, it was freely offered by the manager who called me about the delaying delivery.)

I'm wondering, after reading your report, if your problem isn't at a local level. Did you go above the local manager's head to his management and complain? If not, try that and see what happens. I've been dealing with Staples here for years and never had a problem like you went thru thankfully. As I said though, our local store has a great manager who really does want to help all his customers be happy. I don't blame you for being upset about this. Try talking to someone higher up in the food chain of Staples and see if you can get a solution that satisfies you.

It could be as simple as Staples doesn't deliver or just leave your order at your door. They may require someone to be at home when they arrive and management wasn't aware that no note was left by the driver on your door to let you know they missed you. I'm not sure on that as I am always home, so never thought to question if they had such a policy. I am aware a lot of stores do have one in place. Then once you know, you can make sure you are home if you decide to purchase something from them in the future and it needs to be delivered.
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#4 Consumer Comment

I was with you until...

AUTHOR: Leticia - (U.S.A.)

You decided that Cory must work for said company.

I understand your frustrations about not knowing that they had tried to deliver the package, (no pickup places,etc.) but does staples use their own personal delivery service or is does it use a mass delivery service such as UPS, DHL, FEDEX, etc. ?

If they use the mass delivery service than not getting any notification from them about the product is not Staples fault, it's the delivery company.

Although I do agree that you should have been notified when the order was cancelled. That way you could ask about the delivery service and go to them asking about why nothing was left notifying you about a missed delivery.
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#5 Consumer Comment

Reading comprehension is lacking...

AUTHOR: Kirk - (Canada)

Responding to Cory:

You know buddy, I'm not an idiot. I realize that they can only attempt delivery one or two times at most. I think that if you had read the complaint carefully you would have seen the issue but for those with reading comprehension issues I'll spell it out more clearly.

I order from an online computer place. I, like most people, lead a very busy life and subsequently am not home a lot. When the shipper the online computer place uses doesn't catch me at home, they phone me and leave me a message to pick up my stuff at their depot. OMG!!!! Isn't that an amazing and novel idea!!!!

Now, how about Stooples try it. At least inform the customer that their order was cancelled because they couldn't deliver it. They'll look stupid (I mean stupider than they already do) but at least they would have done the customer the courtesy of letting them know what the H%&^ is going on with their order. I had to e-mail them to ask about my order and was then told it was cancelled because they couldn't deliver it.

If you think about it there is a way to cause a lot of havoc and expense to this company because of their poor business process for online orders. I'll leave that up to the reader to try if they feel like having a little fun.

See Cory, the root of the issue is poor communication. Said poor communication is leading to poor customer service.

By the way Cory, are you a shill for Staples?
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#6 Consumer Comment

How Many Times

AUTHOR: Cory - (U.S.A.)

How many times do you want them to go out to your house before they give up? 5, 6 times? "If they can't find you home"?? Were you not at home when they attempted delivery or were they not ablr to find your home?
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