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I purchased a new shredder from Office Max and even purchased thier additional warranty that was supposed to be hassle free for two years if any problems should occur. I brought the shredder home and used it maybe a dozen times and suddenly it stopped working. I contacted the customer service representative through the warranty plan and was told that because only 3 months had elapsed since the purchase, the product was still covered by the manufacturers warranty and that all I had to do was return it to the store for a replacement or a full refund with no hassles.
She contacted the manager of the store where the purchase was made and then called me back directing me to return to the store and the manager would be waiting to assist me with the return. I arrived at the store and met with the manager with the intent to return the shredder for a refund so that I could purchase another brand of shredder after doing some research to find one that would be of better quality. What a headache this turned out to be. The manager confronted me with a total attitude problem and absolutely refused to do a refund. I didn't really want to make the return a hassle, so being a school teacher, I asked the manager if I could get an in store credit since I buy a lot of school supplies and figured I could use it in the future for supplies and copies. He told me that my only option was to take a replacement of the same type, or spend even more money to buy a more expensive model on the spot. With regards to an in store credit, he told me my only option was to purchase enough items equivalent to the cost of the defective shredder's original purchase price. The catch to this option was that the items had to be purchased right then and there.
When I asked him about the warrantly plan that I had purchased from them, he basically told me that the warranty was through someone else and that he would not honor what I had been told when I called Customer Service. He had an employee standing by with the same model shredder removed from the box and after attempting to work some reasonable deal out with him, I finally got sick of dealing with this guy who continued acting as if I was a complete waste of his precious time. I accepted the replacement model, but had to carry it and all of it's separate pieces out of the store stacked together because he refused to leave it packaged as a whole unit in the box citing the fact that he wanted the original box to use to return the defective shredder back to the manufacturer.
After I arrived home, I researched Office Max to see what thier return policy was instead of relying on a CS representative and found that a lot of other people have had the same type or worse experience in dealing with this company. I cannot believe that they are the #3 company in this line of business with such poor customer service and
such a don't care attitude toward making things right when a product that they carry becomes defective. I can promise that like so many other people who have had a bad experience with them, I will not spend another penny in one of thier stores and can only hope that by reporting this, I can prevent someone else from making the same mistake that I did by shopping there and having to deal with this organization and it's messed up policies for doing business.
The complaint has been investigated and resolved to the customer’s satisfaction.
I phoned in an order for a couple of laminated signs. Mike & I had it all worked out: price, shipping, etc. Then Missy called me and said Mike was confused, they don't take credit cards over the Internet or phone. O.K., can I send you a check? She had to check. No. O.K., can I send you cash? Check again. No. I think if they didn't want my business, they ought to have just told me so.
Went to the store, picked out a wireless usb adapter. I then asked what the return policy was, the guy told me that I could return my item as long as it was within 30 days. Went back 15 days later and they tell me the return policy for that specific item is 14 days and that I could only get back store credit... I assume that the sales associate had absolutely no idea what he was talking about and gave me the wrong return date for my item accidentally, and that he didn't intentionally lie to me. Ended up with a 40 dollar gift card that I have no use with.
I want to share with everyone a copy of a letter I am sending to OfficeMax Headquarters. They treated my 75 year old mother horribly and I want to somehow let this be known to others who may be interested in buying a laptop from OfficeMax:
January 19, 2017
Consumer Affairs
OfficeMax Corporate Headquarters
263 Shuman Blvd
Naperville, IL 60563
I am writing to express my sheer outrage on how I was treated during a recent call to your 800 customer service line.
First off, I am writing on behalf of my 75 year old mother who wanted to ‘exchange’ her 10inch Acer laptop she received for Christmas for the 15 inch Acer laptop BECAUSE SHE CANNOT SEE WELL.
I first visited your store in Turnersville, NJ where the customer service person said I could not return the item because it was past the 14-day return. I explained I bought it as a Christmas present for my mother in October (because it was on sale) and gave it to my mom on Christmas. He said, ‘oh well, look’s like your stuck with it!” I was absolutely stunned at the blatant rudeness. (Little did I know this was just the beginning of a series of horrible customer service—albeit consistently horrible.)
I thought you would be interested in helping the older generation expand their interest in computers, which in turn would increase your company sales. How wrong I was. My mother really wants to learn the laptop – but she cannot read the 10inc Acer – it’s too small for her aging eyes.
After that interaction, I called your 800 number from my car, assured I would be treated better. My receipt, copy attached, clearly says, if you have a returns, please call this number for an RMA- no mention of return policy.
Your customer service representative said there was nothing she could do and repeatedly read the policy to me. I asked for a supervisor and was transferred to a very nasty woman name Nicole. She told me, as did the first fellow, I was STUCK with the laptop. Stuck? $320 is a lot to a senior citizen…heck, in this day it’s a lot for anyone, particularly people on fixed incomes. To your company I’m sure it’s nothing.
I told her we bought it as a Christmas present and she told me I could have returned it by JANUARY 8….UNFORTUNATELY IT IS JANUARY 18 . Is this how your customer service supervisor’s are trained…”Oops you missed the deadline, sorry, you’re stuck with it.”
I asked for the manager’s name. Nicole said, Charmin is the manager, but is not here. I requested another person to speak with and was told she had given me enough help, (HELP?) and then hung up on me. !
Is this how you treat your customers—especially senior citizens? As I said, the receipt does not indicate the return policy and it also does not indicate a holiday return deadline.
In addition, we just wanted to upgrade the laptop. NO refund. No broken equipment. A simple exchange for something better (and yes, expensive) more money in your pocket!
In all communications with OfficeMax, I was treated as a ‘sucker.’ You’re ‘stuck’ with it. How dreadful and disgraceful! So now, your customer service people are correct. We are stuck with it. My mother cannot afford to purchase another laptop.
CC:Better Business Bureau,
AARP
Why is it that costomers like to think they can do what ever they want? I work in retail and costomers have gotten so bad they think they can get what ever they want well guess what wake up and smell the real world you buy something it breaks its not the stores fault call the company of your product. Dont call the store we cant do anything for you we didnt make it. Why is it you all think you need to get someting for nothing as well get a job and buy your stuff like every one esle does I have never went to a store and been an a** about anything unless it was a real problem and i go to the store manager and tell them not call the company and yell. and for those who like to be rude where do you work ill come there and be rude at your job to you for no reason other to be an a**. I had a costomer come in and yell cause we dont take coupons other then our own and told the cashier she didnt want the the product. then called after we closed saying the product was not in the bag after she said she didnt want it any more and it was put back the manager on duty was nice enough to open the door and put a reg back on to ring them out after she was told she didnt pay for them she flipped and it was told to her she said she didnt want them so they were put back so she flipped out saying i never said that when 2 people heard her and in stead of just ringing out the product she yelled and threaned to wait out side to confront the girl who was ringing before when she said she didnt want the product. she was asked to leave after her product was rung up and refused so she was told the cops wuld be called if she did not leave she said go head i dont care i want to confront that girl NOW. She was then told to leave by both people and the cops will be called if she did not. Filaly she said ill call your district manager i said go head have a nice night she still did not leave afte rthe 3rd have a nice night the other guy said im calling the cops and she left. now uncalled for when someone is doing someone a favor after close cause she was either misunderstood or got in teh car and yelled at for not getting the product by her bf who was in the car but for 2 people asked in 2 different spots to say she didnt want them is not our fault or them lying just someoe wanted to be a bit*h for no reason. Remember with out our stores you will have to order online wait for it to be shipped and if the store goes away you will pay shipping on taht product. When other wise it be free for you to come get it and go home taht day with it.
I purchased a Nikon CoolPix L14 7.1 Megapixel camera from OfficeMax.com. OfficeMax.com has a 14 day return policy on electronics. What I found out today is that if you put the batteries in the camera to try it, even if everything else is intact, you cannot return it at all - even within the 14 day return window. Now I am stuck with a terrible camera and out $107.74! This is the most ridiculous policy for an online seller. This should be written in bold somewhere when purchasing the camera, because one should be able to try the camera and still return it within 14 days for online purchases!
Office Max wouldn't honor a return on a product that was returned in perfect condition with a receipt. It was a USB cord that was the wrong configuration. Their reason - past thirty days. They have lost my business for a long time coming for this lousy return policy.
We purchased a Chair October of 2017.
The sale person talked us into buying the extended warranty on the chair claiming it covered all areas of the chair for replacement. Again retailers Lie, Lie, Lie!
The chair broke at the weakest point of Chinese product manufacturing. We took the chair back to the place it was purchased and was told that we had to call the product assurance for replacement or refund.
Guess what today I received a call was informed that the part that broke was not covered under their total replacement extended warranty. Making office max a deceitful retailer, one that steals money from customers under the guise of warranty protection.
If you choose to continue to shop office max do not buy the extended warranty a total waste of money.
As for me I will never shop at Office Max again. I hope they enjoy my $79.00 purchase and the rip off of my extended warranty, because it is the last money they will ever get from me. They are not the only office supply store in town.
I just had the same problem with the extended warrenty on a chair purchased in Texas. When I bought the warrenty I was told all I had to do was return the broken chair to the store for an exchange. Not so, at the store I was told 1.5 years later it has to be done thru the warrenty company. I called them and registed the chair (not done automaticly) and guess what, my refund came, not as a check as promiced, but a gift card and for 100.00 less than what I paid for the chair! called them back and now have to jump thru hoops to get the price correction fixed. they don't have an 800 # fax, you can't email it to them and they don't care. Will not EVER shop at Office Max again!
Usually, the MaxAssurance number is very understanding and tries to supply you with a gift card. I work at OfficeMax and have bought the plan to understand it through the eyes of the customer. I had no problems with it. When you have a bad experience, it's generally a new person or a disgruntled employee. It's not only OfficeMax that has these employees; every place has them, and it is impossible to prevent when you are a large company. If you have a bad experience with the MaxAssurance line, you should definitely go back to the store and ask to speak to the manager. They can call the line and dispute it and will inevitably get you what you need. In the worst case scenario if the store doesn't, call the corporate and complain. If you don't take action, nobody will, and the manager will continue to give bad experiences. Have some patience--the company really does care about you.
Never had a problem with the Officemax Warranty. I dont know exactly what the writer is referring to as the "weakest point of Chinese product manufacturing"?
However I have had 2 chairs in the past, both covered for exactly what the warranty describes it covers - "Broken Casters and Wheels, and Normal Wear & Tear to upholstrey, including seam seperation".
Now granted that it is likely a caster will NEVER break, as they are rated for extreme weights, none of which you could possibly produce by sitting on the chair.
However the warranty covering fabric rips and tears is simply inevitable. If you buy a nicely sewn chair, it will eventually rip and tear on the seams. And that is without doubt covered.
First chair purchased for 111.00 dolars, and warranteed out with a Officemax gift card, and the second chair purchased for 199.99 and warenteed out 6 days to the end of the 3 year contract!
I personally wouldnt have excepted it if I were them, but I can guarantee. a 20 dollar insurance to a chair purchase just about guarantees a new chair every 3 years at no charge.
Pretty great deal!
I ordered a chair mat online on 12/21/10, site said if in stock it should arrive with a day or 2. Got an email that it shipped 12/22. On 12/23 I called to find out when it would be delivered and was told most likely Monday but possibly on 12/23. 12/27 left note on door to leave package on doorstep if I wasn't home, came home at 5:00 and note still on door and no package. Called customer service and asked when it would be delivered. They said they have until 7pm to deliver and since it was only 5pm to wait it out. No delivery. Called again on 12/28 and was told they showed it was supposed to be delivered on 12/27 and that they would start a tracker on it. Received a call back a couple hours later from someone else at Office Max stating that it was delivered on 12/22 and signed for by a "Carole White". When I asked where it was delivered they gave my address, minus the apartment #. When I questioned this at first she told me there was no apartment # on the order and when I told her my email confirmation clearly showed I put my apartment # then she changed her answer and said the apartment # was on the delivery paperwork. Although no Carol White lives here and I still haven't received my item. When I told her all the times I called and was told first that it would be delivered on Thursday, then Monday and now was being told it was actually delivered to someone last Wednesday she told me they don't actually see any tracking information that they just estimate when it will be there (3 business days)...so all the times I was being told Thurday then Monday was just a bunch of bs I guess. When I told her no one named Carole White lived at my apartment she told me they may have dropped it off at the office. When I asked her about a doortag she said they probably didn't leave one. This pisses me off because I wanted this as a partial Christmas present and since I was ordering late I figure I may not receive it in time, but when it was shipped on 12/22 and was told it would be delivered on 12/23 I was happy. Then on 12/23 when I was told it may be Monday I was bummed but it was still ok. At this point I'm really upset. I don't know if it was misdelivered or if they actually did deliver to my apartment's office. Regardless I still don't have the item, they didn't tell me they delivered it even though I've been calling asking for a delivery date, they lied to me about the delivery dates, they delivered it to the wrong place. I was told that if the office doesn't have it then I need to call the regular customer service number again and have them file a claim. Which will take several days to research and I'm not even sure what happens at that point. This was the first time I ordered from Office Max and I won't be doing it again.
rude employees - cannot think for themselves.
Or you could take the chair and cram it up your rear end sideways and then break it off.
Stupid Manager on Duty. Easily make call on something as small as that, allow customer to exchange it. I was supervisor for two and a half years. We always quoted the return policy and then let the customer know that just this time we would make an exception. Have to be careful because once you do this for some customers they will push the limit and act like they deserve this special considereation every time they come it.
OfficeMax will gladly replace your camera if it is defective within the 14 day return window. We do that all the time at the store I work at.
instead of going in with the chair, you can always go in without it or just call and ask to speak to a manager, if one store tells you no, try another local store. i'm so sorry for the troubles, good luck getting a new chair.
Sucks to hear about your problem. However, not ALL Office Max retainers do not honor the MaxAssurance plan. I'm not sure what state you are in, but I would go back to the store and demand an exchange for your chair. You can also call the corporate customer service hotline 877-officemax [it works, just try it] i personally work at an office max in california and i know they are suppose to take back the chairs in store if you purchase a insurance plan, if not, i suggest breaking the chair in a way that is covered by the warranty, i'm not sure why some stores are jerks about it. please don't blame the entire company for a few bad apples. and if the chair itself is an office max brand chair you should have a three or five year warranty on it anyway that the store has to honor.
ive been reading some of the complaints on this site and i am APPALLED by what i am hearing...ive never seen such horrible customer service before