• Report: #685196

Complaint Review: Staples

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  • Submitted: Fri, January 21, 2011
  • Updated: Sun, January 23, 2011

  • Reported By: Kenneth — Wagoner Oklahoma United States of America
Staples
Farmingham, Massachusetts United States of America

Staples UPS Brown online service cannot be trusted Farmingham, Massachusetts

*Consumer Comment: The only thing

*Author of original report: maybe you missed something

*Author of original report: Symantec comes thru despite Staples

*Consumer Comment: What?

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I decided to put Staples on my trusted resource list.I thought they had earned it after settling some pretty serious issues (not of their doing) in as good a way as I could have expected. That all changed on one online order. I would not have known of Corporate procedures that are purely self promoting without the concern or respect towards their customers. I needed to renew my Virus protection and they would have saved me $20.00 with my rewards card (Thats right card carrying loyal) and had it delivered. It was scheduled to arrive the next day. The UPS truck went by and no package. I checked my account with staples and it showed rescheduled due to bad weather. The real trouble started when the supervisor showed a lack of concern for my undelivered package. So I contacted UPS small package delivery dept. and was told that their were no delays and my package was scheduled for delivery by 7.00 pm. My subscription ended that night and from that point to now I have been unprotected. When I called back to Staples they customer service Supervisor Katie seemed unconcerned that UPS had intentionally or not deceived me and kept me from being able to adjust my strategy and caused me to lose a days work. That or try to get them to pay for computer repairs going online and getting infected. Katie said she did not know what I wanted her to do so I told her to keep her merchandise and put my money back on my Debit card so I could buy it online and just cut my losses' She agreed but neglected to inform me it would take three to five business days. I then contacted corporate and Matt informed me that while he had no reason to disbelieve I was deceived by their business partner which put me in a position of vulnerability that eventually cost me time and money but... I will only do business with Staples when the alternative will cost me considerably more purchasing elsewhere. Staples thinks they will remain unaffected by poor business practice's and may but that they do not care about their customers beyond taking the money.


This report was posted on Ripoff Report on 01/21/2011 02:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/Staples/Farmingham-Massachusetts-/Staples-UPS-Brown-online-service-cannot-be-trusted-Farmingham-Massachusetts-685196. 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:
2Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

The only thing

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

The only thing thatseems to bemissing is trying to figure out why Staples is responsible for UPS not delivering the package by 5pm. Especially when Staples said may be delivered up until 7pm.

http://www.staples.com/sbd/content/help/using/delivery_policy_popup.html

For your package safety, it is best to have someone available to sign for your order during the hours of 9:00 a.m. 5:00 p.m., Monday through Friday, except holidays (UPS may deliver to residential addresses up to 7:00 p.m.).

- It does say up to 5pm..but look at the next line. UPS MAY deliver up to residential addressed up to 7pm. Since you were at home we can only figure that it is a residential address.

Gees Man have you ever been in business If you want that customer you take care of him as though he were the president

- Oh yes the customer is always right entitlement mentality. I guess you wanted the person you called at Staples to drop everything. Call every store in your area until she found the item. Then have someone in that store get in their car and hand deliver it to you. If they couldn't find the item then what? Go to Symantec and have an employee charter a private jet to get it to you while you are still on the phone? All for what? Because YOUonly read what you wanted, ignoring things you don't want to know. Am I close "Mr. President"?

You probably think I should not return a steak That bleeds when I ordered Med Well.

- No you should return it. But when you do don't go complaining to the valet who parked your car. Because they had nothing to do with it.

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#2 Author of original report

maybe you missed something

AUTHOR: Kenneth - (United States of America)

I was told one thing and that did not happen. I was told a lie concerning that package and when it would be delivered. I do not have a problem with it not making it on time. They promised a delivery date and when they could not deliver (untruth) still I am not upset, 5:00 still no package reaffirmed delivery on route. Never happened. My problem is had they been honest the first day. I would have had time to purchase the software locally. I have a right to have due diligence and telling me one thing while doing another is not diligence. Now are you trying to imply that its my fault that I could not get to it when you think I should have. Life does not't work like that. I had a plan and a backup. I was prepared either way but without accurate information it was for naught. I think people would find that reasonable. You probably think I should not return a steak That bleeds when I ordered Med Well. Just because I should have anticipated that and ordered Well so it wouldn't be to tough on him. Gees Man have you ever been in business If you want that customer you take care of him as though he were the president. Thats how dynasty are built. Just ask Sam

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#3 Author of original report

Symantec comes thru despite Staples

AUTHOR: Kenneth - (United States of America)

Whithin 2 Hours of Ending My relationship with Staples Symantic had my computer protected and back on line serviced remotely and for only a few dollars more and gave me 30 days gratice when he found out why my computer stopped working. BRAVO Norton

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#4 Consumer Comment

What?

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

Please tell me if I am missing something here.

From what I read here you waited until the DAY BEFORE the protection expiresto order something that appears so vital to your entire existance.

Then why did you have it delivered? I have yet to see an anti-virus software program that you can not renew over the Internet.

You stated that it was shipped "ground". Ground is NOT an expedited or even guaranteed service. So did you specify ground? Did you pay for expedited "guaranteed" service such as Next-Day?

But then above all of that you call UPS and they tell you that the package should be there by 7pm. Again since "ground" is not a guaranteed service what in the world does Staples have to do with when UPS delivers it?

Katie said she did not know what I wanted

- I think anyone else would have asked that same question.

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