Staples

Always a pleasure to work with Staples, had a great meeting with our team here in their CA corporate office.

One of the absolute worst online shopping experiences was with this company. I placed an order online and was given a delivery date of 3 – 5 days thereafter. No delivery made and worse yet, no follow-​up a month later! I sent 4 – 5 emails via their website, none of which were replied to. I called on a half dozen occasions with no resolution. Each time I was informed that the driver would have to make a delivery attempt before the order could be cancelled. So over a month had passed and no delivery attempt was made and yet they were unwilling to refund me. I had to get my credit card company involved and file a chargeback!
UPDATE: Follow up with head office proved to be quite productive. They cancelled the order, placed a new one for in-​store pick-​up and even honoured the heavily reduced pricing which enticed me to order in the first place. I am satisfied with the resolution of this problem, but am still disappointed with the whole experience that preceded that.

This review is to congratulate Staples on resolving my complaint, but not without escalating it to the top!
I ordered, online, a desk and a filing cabinet. It was scheduled for delivery on a given day between 9 to 5 (they do not provide other options). After the day went by waiting, I called, and they told me an attempt at delivery was made. I disputed that, having seen no ‘door hangers’ but they assured me it had taken place. The delivery was re-​scheduled, after many discussions with customer service and their supervision for another afternoon between 2 and 5 p.m.
Needless to say the items did not arrive. When I called to complain, I was told that the delivery was attempted and that there had been no answer. At that point the order got re-​routed to their warehouse. At no time they had believed me. I then complained again, and after countless hours on the phone, I was assured that the delivery had been attempted to a large white corner house-​and that’s not the house I live in!
At that point I insisted that another attempt be made. Later the following day a driver from Mississauga brought the items and he had no trouble finding the house. I had wasted so much time that I decided to complain, by email, to the President of Staples in Canada. I also left a telephone message for him.
A day or so later I was contacted by the Director of Customer Service, who listened to my story and to the fact that I expected compensation, having wasted so much time waiting for them. He undertook to get back to me quickly and he did. He apologized for the fact that his people had not believed a customer and offered a book shelf in compensation. I told him I had bookshelves but I need a lateral filing cabinet. That cabinet was in my house a couple of days later.
They treated me poorly, and they made it right. Let’s see what happens the next time!