Officemax

This is an OfficeMax that I will never do business with again.
I purchased five office chairs, a desk, and a small filing cabinet online and decided to do in-​store pickup rather than pay a significant shipping cost. The Rockwall store showed that all of my items were actually in stock. Wonderful, right? Wrong. As I was preparing to drive to Rockwall to pick everything up, the store calls me. They somehow made a mistake with their inventory. They did not have the filing cabinet, they only had the display version of the desk (which they couldn’t sell), and they only had one chair instead of the five that I ordered. That’s not just one mistake, that’s several. I was told that they could not cancel the purchase over the phone, that I would have to come into the store to show my credit card and ID in order the cancel the order and re order it for online shipping. Fine, I was only 15 minutes away. (This conversation was with a manager.)
When I got to the store, a different manager told me that he had cancelled the order already, which was a total contradiction to the conversation I had 20 minutes prior. Between the two managers, I spent an hour in the store waiting on them to figure out how to order all of my items. The file cabinet was backordered online so I suggested they contact a local store to see if it was in stock, and if so, could they do an in-​store exchange so I could pick it up in Rockwall. They seemed perplexed that I actually came up with that idea, they went along with it, and I was told that they would be able to back the file cabinet delivered from another store and I could pick it up 3 days later. What a great idea I had huh? Two managers couldn’t even come up with that. They placed my order for the 5 chairs separately from the desk order, failed to add a 25% coupon that I had used with my online order. I pointed out the managers mistake and it took him another 10 minutes just to go in and add the coupon to the desk order. When I finally made it out of the store I had paid for 5 chairs, paid for another transaction for the desk, and would pay for the cabinet when I picked it up the following Monday.
The following Monday I had a voicemail from over the weekend, a manager saying, yes the cabinet arrived, I could pick it up on Monday. I go to the store and a Customer Service assistant manager spends 20 minutes searching for this desk, I pointed out that it was a dark wood, it was only 2 files tall, so it would be a smaller box. He was running around all frantic, searching. First he suggested that maybe I WAS WRONG, I probably mistook what the voicemail said, maybe it was at another store. I assured him, no, I KNOW what I was told, it’s here. I described it to him again, he suggested maybe they accidentally sold it. I was furious but trying to keep my cool. I pointed to a box and said why don’t you look at that, it’s the same brand as the one I ordered, he says no I don’t think that’s it. I say again, please just look. Turns out, not 5 feet from where he was standing when I first spoke with him, was the «missing» cabinet.
It get’s even better. This all took place in November. I received my credit card statement this week and the two managers never actually cancelled my original online for in-​store pick up order, so there was an additional (almost) $ 400 charge on my card… the order was just sitting in processing, waiting for the file cabinet to come off back order. I close to an hour on the phone with 4 different customer service reps from the Office Max 1800 number, getting the run around, before someone would finally credit me for the Rockwall store managers’ ridiculous mistake.

This review had the beginnings of being a bad review but by the time I left, things had improved for the better! Walked in on a Sunday morning looking for a particular type of graph-​paper poster-​board looking thing. We milled around for a good 10 – 15 minutes and were heading for the exit when we encountered the store manager who asked if he could help us find something. Good thing he popped up because what we needed was located somewhere entirely different from where we were looking! Thanks to his help, we selected our item and headed for the cashier. Once we got to the cashier, the poor girl working the register looked like death warmed over. Poor thing, she had no business being at work that day but props to her for trying to do her job. Good experience over all and I didn’t have to go chasing my tail all over Rockwall looking for what we needed.