Staples Absolutely Disappointed in Store Pickup Bevery Massachusetts

Today, my boyfriend and I went to our local Staples in hopes of purchasing a laptop and printer we had seen online at great prices as part of the "special sales" promo they have. According to their website, the store we visited had three of each item in stock. When we were on the sales floor, the labeling was unclear, and it was hard to tell each product apart. When we asked a sales associate about the products, he told us that they only have what is displayed on the sales floor. Also instead of seeking a second opinion, he just walked away. Disappointed, we went home.

After doing another search online, we again noticed that the store we visited had three of each of the items we wanted, plenty. Instead of dealing with the store, we ordered the printer and laptop online for $616. We opted for 2 hour in store pickup. Excited, we headed back to the store two hours later to pick up our order.  We were initially greeted by a manager. Once the manager realized there was an issue with our order, he proceeded to call a sales associate to the counter to handle this matter,which is his job. We were very nice and understanding to the sales associate when we received some bad news. We were informed that the order had been cancelled in their system (we did not cancel this). He said the only way this could have been done is if a store employee cancelled it. This alarmed us because my boyfriend was still missing $616. They assured us that this was only pending in my boyfriend's account, and if we charged the amount again, it would go through because staples had cancelled the transaction. He rang up the products in store. Well, when my boyfriend swiped his card, declined. This is because the $616 was still missing from his account for our "cancelled" order. We left to go to the bank to figure out what was happening (store associates said that it was our banks fault). When we got to the bank, the manager of the bank informed us that staples has not in fact cancelled the transaction, and this amount was still missing from his available balance. The bank told my boyfriend that the money would be available in his account once Staples cancelled the transaction.

Once again, we went back to the store this time absolutely frustrated. We were greeted this time by a different sales associate. When we requested to speak with a manager, the same manager came to the counter.. When we explained to the manager what our bank said, he quickly called a sales associate again to call the financial department. The manager was quick to walk away without any further action toward resolving our problem. The sales called their financial department and again said it was our bank.... The sales associate apologized and told us to come back tomorrow. We were not allowed to take our purchases home. We assured the sales associate that it was alright even though it wasn't. His manager was extremely unprofessional for dumping the conflict resolution responsibilities on a sales associate, then running for the back of the store. So we are back home still missing $616 with no laptop or printer to show for it. So pissed off. Oh and by the way we live 15 miles from the store and did lots of driving wasting time. Hope we get our money back this is crazy!! 2 hour pickup is an absolute scam! More like wait two hours, come to the store and waste another two hours chasing your missing money, then be sent home with nothing solved and no merchandise that has been PAID FOR.