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I purchased a printer but someone misplaced my receipt and rebate form. I returned to the store to have a reprint. I stood at the Customer Service desk that was not staffed. The clerk at the register asked if she could help and told me there was noone at customer service to help me. I asked "whats the point of a service desk if you are not going to staff it?" To have a receipt reprinted, they need a manager to do it. I then had to wait for a manager to help me. The manager reprinted the receipt and then told me it would not have the barcode information to submit the rebate. She told me there were some numbers on the top of the receipt that would work in the right order, but she did not know what that order was. So when I am trying to figure out how to submit the rebate, i called the store for help. I was put on endless hold for a manager to assist me, transferred 4-5 times, and hung up on. Frustrated beyond belief, I called the national number for staples and was transferred to executive customer service. They were able to submit the rebate for me.
ensure that a service desk is staffed, managers know what they are doing and talking about.
The executive service rep was able to submit my rebate for me and ensure that I get a check rather than a debit card. Also she took the complaint about the store, called the store to find out who it was I dealt with, and assured me that follow up action would be taken to ensure this does not happen again.Nov 12 2010