Staple's Office Supply bait & switch sales tactics
My wife hit the stores before daylight Black Friday morning at a dead run. At the top of her list was Staples Office Supply for their $379 Compaq laptops that were so heavily advertised on the net.
Problem is, once the store opened she couldn't find the item. Store management informed her they never received any of these and she was simply out of luck. She was twisted...to say the least.
She later called Staples corporate customer service to complain and hit them up about the possibility of receiving either a rain check or comparable item, but was told that these laptops hadn't really been offered in all their stores. Come to find out this deal was only available in scattered portions of the country, but none of their on-line advertising had the "not available in all stores" or "available only in selected stores" disclaimer. We're in the Dallas area and come to find out the closest store that offered this deal was in Iowa.
The out they used was that they hadn't actually advertised this deal in the local DFW media.
Lesson learned:Staple's blows.
Problem is, once the store opened she couldn't find the item. Store management informed her they never received any of these and she was simply out of luck. She was twisted...to say the least.
She later called Staples corporate customer service to complain and hit them up about the possibility of receiving either a rain check or comparable item, but was told that these laptops hadn't really been offered in all their stores. Come to find out this deal was only available in scattered portions of the country, but none of their on-line advertising had the "not available in all stores" or "available only in selected stores" disclaimer. We're in the Dallas area and come to find out the closest store that offered this deal was in Iowa.
The out they used was that they hadn't actually advertised this deal in the local DFW media.
Lesson learned:Staple's blows.
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A lot of the box stores are now using this technique! They will have an item where a model has changed and they will sell off the remaining inventory which may only be a few items. They will advertise the item at a big discount and then tell customers that they only offered what was remaining in stock and when those are gone the sale is over. So maybe the store only dumps 5-10 items or less and then they are out of the item. No rain checks anymore and yes its a deception in disguise! 0 -
I agree your experience was unfair but I had a really good experience with them at our local store.
My printer quit on me and I thought the issue was the ink cartridge ran out. I bought 2 replacement cartridges in a package. I installed one of them, the printer still didn't work.
I tried to find a replacement printer that used the same cartridge through www.freesharing.org but nobody had one to part with.
I attempted to return the unopened cartridge for a partial refund. They would not accept it but did let me return both for a full refund even though the one had installed on the printer.
That seemed very generous to me.0 -
sig232- I could understand if it were a limited stock issue, that's why she got there bright and early. It's first come first served/you snooze you lose on Black Friday.
However, advertising an item without specifying it's only available in certain stores is an entirely different ballgame, especially on this day of the year. These people are laying out their shopping plans like a military operation and are being deceived into putting Staple's at the top of their list.
Advertising a product you don't have in order to get customers through your door is more than unfair, it's illegal.0 -
Wife is a Teacher. She gets all kinds of discounts in Staples. She was going to buy a $200 office chair last year around Christmas. They didn't have the exact one. Manager brought out a nice leather one and ask her if it would do. She ask how much. He said take it to the cashier. It was $12.98 plus tax. We questioned the cashier about the price. Cashier rang it up. Done deal. 0 -
When the box stores have a item that is a model change they have the authority to dump the old model at any price they choose. They just want to get the old stock out of the store and it is not cost effective to send them back to the mfg in most cases.
I do agree TX that advertising products that you don't carry is not kosher!0 -
I'm retired from Staples and can tell you that they will do whatever is necessary to make the customer happy.
Call today and talk to the General Manager of the store. If he fails to make it right, ask him for the number of the District Manager and speak with him.
You may not get that particular computer, but I guarantee you they will offer to do something to make you happy.
Please don't scream at those folks, and be prepared to accept some alternative.
Email me with your results, please. ThunderboltRanch@msn.com
Doug0 -
Doug may be right, but if I feel I've been ripped off, or intentionally misinformed in order to get me through the doors, I figure there's only one option left open to me. I just don't go back. Sometimes, I write a letter of complaint (but will just as quickly write a letter of commendation if I feel I've had exemplary service), but oftentimes, not.
Sometimes, there's a vast abyss between higher management's ideas of proper customer service, and the barely more than minimum wage personnel in the actual outlets. Thing is, I have to deal with the grunts in the field, or the store, as the case may be.
On the other hand, for near 14 years I've had the privilege of writing restaurant reviews (yeah, it's a dirty job, but someone has to do it) for a regional monthly magazine. Treat me badly in a restaurant and I do complain, not to management, but to my readers. That'll show 'em.
Sahagan0 -
quote:Originally posted by Doug Wilson
I'm retired from Staples and can tell you that they will do whatever is necessary to make the customer happy.Thanks, Doug. We're on it now.0 -
quote:Originally posted by SahaganBeta
Doug may be right, but if I feel I've been ripped off, or intentionally misinformed in order to get me through the doors, I figure there's only one option left open to me. I just don't go back.
I'm with you, but only to a degree.
This began with my wife going to Staple's web site and clicking on their "SPECIALS" link, where she was then required to enter a zip code. An ad was then displayed showing this item at this price. Within hours she went to their only store located within this zip and was told they didn't offer this item. Staple's corporate customer relations later told her this deal wasn't actually available anywhere within our region of the country.
You stand to lose more than just a customer if you advertise something you don't sell.0 -
They didn`t have it...thats not bait and switch. Your local retail stores have no control about how the corporate office advertises an item or how many of that particular item they will receive in their store. 0 -
Best wishes.
Doug0 -
Sue 'em!, that's the American way. 0
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