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I would just like to bring to your attention the absolutely horrible customer service and highly uncomfortable situation that I was witness to in your Raynham, MA store. I had entered the store with my mother to purchase some clear labels for some invitations that we needed to send out. We weren't sure which types of labels we needed for our printer, so we decided to purchase some and if they were the wrong type, we would return them. Upon checkout, there was a gentlemen ahead of us, talking to the cashier about returning a $30 pen that he had purchased the previous summer which had turned out to be defective. The cashier stated that because it was last year, there was nothing she could do. She said the customer would have to contact the pen brand to see if they could do something. After a few minutes of waiting in line, and getting no where, the customer was clearly getting frustrated. Another register opened up, so my mother and I entered that one. The cashier that was ringing us out turned out to be the general manager of the store; I believe his nametag said Jim. The customer at the other register was getting more and more frustrated and kept repeating that he should be able to return the pen. He finally got angry and said to the cashier that it wasn't right that he couldn't return it. She said in a very rude tone, and I quote, "It's not *our* fault." The manager ringing us out then said (with a sarcastic smile) to my mother and I "Some people expect a lot." This shocked me on two levels. As a person who works retail, we are told to put the customer first, to go that extra mile, and to never discuss it with other customers. Also, it shocked me as a person who holds a management position, that the GENERAL MANAGER of the STORE would do that. I expected that someone in that position would have better common sense. My mother and I did not reply to this comment, but I did notice something while waiting to be rung up. The return policy that was glued to the check out desk, which states, "Return Policy
If you're not 100% satisfied with your Staples purchase, return it for any reason.
Office supplies: No matter when you made your purchase, you can return office supplies to us for a full refund, including Staples® brand office products." I confirmed this on your website. The gentlemen, getting no where with the cashier, asked to speak to the manager (who was still ringing at this point) and explained the situation. 'Jim' told him that he could not accept the return because a year had passed, and the customer did not have the original packaging. the customer inquired if the store could take it back and send it to the company to let them know it was defective. Again 'Jim' said he couldn't accept it because if he sent it back without the box, the store 'couldn't get credit for it' or some such reason. The customer then threw the pen to the counter and declared that he would not be shopping there again. 'Jim' replied, "That's fine." and THEN proceeded to ask my mother if 'she would like a $30 pen.' and offered it to her. I could care less if he was joking or not. To witness such a breakdown in customer service was disheartening at the least and disgusting at most. It has me wondering if I would be given the same treatment if I tried to return the labels I purchased. I sincerely advise you to retrain not only the cashiers that work for your company but to make sure that the managers get a lesson on customer service as well. I am hesitant to return to any Staples store if this is the sort of service that is offered.


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