Staples, Inc.

We have looked into the issue with the system not accepting the coupon and have confirmed that the item was not set up in our system to be used in conjunction with that itemThe reason for this was the laptop was not an item we normally carry in our store as evidenced by the "Online Only"
designation on the link the customer providedSince it is an online only item, it could not be purchased with the $couponAs a goodwill gesture, we have sent the customer a $courtesy coupon that they can use on their next in-store or online purchase

Staples has tried reaching out to the customer to resolve the issuesWe have sent two emails with no responseShould the customer reach back out to the Revdex.com, we will gladly work with them in resolving the matter

Revdex.com:
I have reviewed the response submitted by the
business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

We provided the invoice and order confirmation of order number *** to the customer, which does show the amount she paid. The customer's purchase was made using primarily gift cards, which are ineligible to receive rewardsThe only amount on that order that would yield any rewards is the $that was paid via major credit cardThe purchases can be tracked on the account, but rewards would be granted on the out of pocket cost of $

Staples apologizes for the inconvenience the customer facedThe customer was charged this amount because the service was completedAfter it was apparent that a copy of the contents was made, virus included, the associate in store began working on recovering the virus manuallyThis went on for
some time, to which this usually results in an hourly charge being assessedThe amount of time spent, however, would have yield a much higher chargeThe decision was made to leave the charge in place, as it is substantially lower than what would be charged based on an hourly fee. We advised the customer of this, and explained that we could refund the desired amount, but would charge the appropriate amount in the hourly fee due to the actual hands on work completed by a former associateThe work order notes indicate that all photos were successfully recovered

Staples apologizes for the troublesWe have reviewed the situation and issued a $Coupon to the customer via email, which they happily accepted

Staples apologizes for the inconvenience the customer experiencedPer Staples terms and conditions, "While we make every effort to provide accurate information, inaccuracies or errors may occur, including price information and product specificationsIn the unlikely event that there is a
typographical error, we will, at our discretion, either contact you for instructions before shipping, or cancel your order and notify you about the cancellationStaples reserves the right to correct any errors, inaccuracies or omissions, including after an order has been submitted and whether or not the order has been confirmed and your credit card charged."

Staples position on this matter remains the sameWe will absolutely be sharing their comments about the issue with the appropriate parties

Staples apologizes for any inconvenience the customer has experiencedWe could not confirm a proof of purchase and as a gesture of goodwill we sent the customer a $courtesy coupon

Staples apologizes for the inconvenience caused to customerStaples has processed a return for the original printers and a refund is being issuedCustomer chose different printers which have been ordered and scheduled for delivery on 1/12/Customer agreed to pay for the difference in price
and has considered this case resolved to customer's satisfaction

Revdex.com:
I have reviewed the response submitted by the business and have determined that the
response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
* ***

Staples apologizes for the troubles the customer has experiencedA replacement phone is being provided to the customerThe customer was advised it will be delivered to our store within days and has agreed to the resolution

Staples apologizes for the issues the customer facedWe advised the customer that a return without a receipt is subject to the lowest selling price in the last days across all storesAs a gesture of goodwill, we have issued the customer a $Staples Coupon

Staples apologizes for the inconvenience the customer facedOur "Next Day Guarantee" carries a requirement of bringing in a PC by PMThe customer's PC was not brought to the store before that timeIt would not have qualified for that guaranteeAdditionally, the work order notes that were
generated indicate that a number of registry errors were fixed among other thingsUnfortunately, we would be unable to refund the customer for services completed

Staples apologizes for any inconvenience we may have caused to the customerThe taxes and duties due for internationally shipped items are determined by customs in the country the package is being delivered toThese duties need to be paid before the recipient of the item is able to retrieve the
package in said countryStaples is unable to provide reimbursement of these International Shipping Duties and TaxesStaples has the Ship Center Terms and Conditions sign posted at every Ship Center counterBoth the document the customer signs as well as their customer copy contains the Terms and Conditions text

We apologize for the inconvenience we may have caused with the *** Flash Drive the customer was looking to purchaseThe item that was ordered was incorrectly advertised with a pricing errorDue to this typographical error, the order was cancelled and is not able to be fulfilledThe customer
was notified of this via email

We left the customer a message advising the $refund was issued on order number *** but somehow did not get credited back onto the credit cardWe did have the credit pushed through and the credit should be posting to the credit card tonightAdvised the customer to call our office back
if the credit is not seen within a few business days

Revdex.com:
I have reviewed the response
submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[Staples has stated that they can't take software back that has been downloaded We did not download the software we purchased from Staples; in fact the code needed to download this software was not in the box we purchased from Staples We just think that a business should verify any product they are selling and make sure it is complete and usable at the time of sale.]We have since had to purchase another anti-virus software for our computer to protect it which we can verify thru the receipt we received If we had stolen the software from the box we purchased at Staples why would we not just use that product instead of having to pay double It really doesn't make much sense
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***

We are very sorry to hear that our customer had a negative experience with StaplesPlease accept our sincere apologies for any inconvenience this may have causedWe were able to determine that the product was delivered today, 2/28/and the customer was contacted by our support personal