Staples Head Office Review

I've been ordering from Staples online for years. I've had a few mishaps with them, but they have all been resolved easily.

If this flop wasn't just so super crazy, I wouldn't even have posted this 1-star review. However, after an incorrect shipment, I had to return by courier after calling the 1-800 number and speaking to a rep, things went south. The rep had told me that the item would be picked up, and a courier (same or a different one) would deliver the correct item. The item was HP ink for my printer. My printer takes "black photo ink" and a different black photo ink. The difference between them is the physical size. Staples only shows the boxes on their website and not the ink inside. It's very easy to get the two mixed up if you order them once in a while.

Anyhoo, after being assured that I would get the correct ink, I waited for a week. The incorrect shipment was picked up, yet I didn't receive the new ink. I called the 1-800 number and waited 30 minutes on the line to get through. I then spent another 20 minutes listening to the rep tell me that "kajal" had signed for the correct ink delivery on July 12th. None of our concierge's are named "Kajal", but I went downstairs and confirmed anyway. No Kajal. Wasted my time.

I went back upstairs got on the phone again and waited 20 minutes to get a rep at the 1-800 number. This rep, "Cleo" was much more helpful. She explained that Kajal was the guy who signed for the incorrect item return at Staples warehouse! She also told me that my proper printer ink order was not shipped out, because the first rep should have placed another order on my credit card, not do an exchange.

So I had waited for a week in vain. I then expressed my disappointment with Staples, and the time-wasting events. I asked to speak to the supervisor, because I wanted to be compensated for the time wasted. She spoke to her supervisor "Stephanie" who apparently told her that I would be comped for my trouble, but I would first have to place the order with Cleo on my credit card, and then Cleo would follow-up and reimburse me for the cost after it arrived. I would also receive a refund on the previous erroneous order which take up to 10 business days.

Cleo took my details and I am waiting for my correct order to arrive on July 19th, 2019. I really should have been given a 100% savings promo code (yeah right!) and ordered online.

We will see how it goes, and I will provide an update, and perhaps change the star rating if I am satisfied.

Recommendation to Staples: Take the ink out of the box and show it on your website. At least for the confusing HP inkjet printers.