Staples / false advertisement, empathetic and caring attitudes
I am sending a formal complaint to all available avenues that I, a customer, has witnessed regarding false advertisement on your website.
My name is Rea, I received a Kodak EasyShare C743 along with the additional service plan as a Christmas gift on 12/25/2006. I decided to return the above mentioned camera to exchange for a different model I had researched and believed to be more suitable for my needs and likes. On Saturday 12/30/2006, my father (purchaser of gift) mailed me the receipt so that I may make an appropriate return/exchange of the item. Due to the New Year's Holiday and the National Day of Mourning for President Ford, I did not receive the receipt through the mail until Wednesday 1/3/2007. Upon receipt of the paperwork, I realized that my father had paid with a credit card and made a phone call to the selling Staples; located at 1301 W. Wade Hampton Blvd, Greer, SC 29651. The clerk informed me that my father would have to be present for any transaction excluding an instore exchange, but if I found any product on www.staples.com it could be ordered for me in store, with no problem.
I began researching on staples.com and had no luck at first looking for the Casio Exilim Z70 (Bk), the camera I had decided to buy. After many options I came upon the section of your website that allows the website to assist you in finding the camera that suits your needs best. I selected the criteria that I was looking for (see attached page) and submitted for my results. The website responded with exactly what I was looking for, a Casio EX-Z70 (Black), listed for $229.98. I called the closest Staples to me to verify that they could order a product from Staples.com which Letif did confirm. So I promptly printed the page and headed to my local Staples #0656.
Upon arrival I was assisted by Letif in searching for this model camera on your website. When he had problems locating a SKU, I offered my help as to how I had come upon this item. I showed him the survey and had him fill in the answers I had selected, he received the same results I had gotten. He then asked another associate to do the same thing, to which he found the same results. Then the Asst Mgr Danyal searched and came to the conclusion, after getting the same results, that you must not carry the model because upon trying to select the details button, he received a system error. Letif then stepped back in not willing to just send me on my way and offered me the store phone to call the 1-800 number and see if I could speak with someone directly who could assist me. I spoke with Mike in TeleSales for approx 45 minutes to no avail. Mike did everything he could, between contacting his help desk and looking through every page of available digital cameras to locate the one that was clearly advertised and priced on Staples.com. His help desk clerk, Matt, advised him that those surveys were outsourced therefore they could not give a reason as to why it would suggest a model of camera, therefore a BRAND of camera that Staples does not carry.
As you can imagine, none of this was satisfactory. The end result of my 2 hour trip to Store#0656 was Letif working hard to get me a Staples cash card for the full amount of the Kodak camera as well as the protection plan. Now having already taken up multiple hours of my research and travel time, I have to mail the Cash Card along with the TWO receipts to my father who is 2 hours away. So that he can make another trip to his neighborhood Staples to do a FULL refund to his Visa card to clear up this mess. I am very DISAPPOINTED in the lack of responsibility taken in the advise YOUR website run survey mislead me to believe.
The only shining light in this whole mess, was the empathetic and caring attitudes of the associates I have dealt with through this ordeal. Letif at Store#0656 and Mike at TeleSales tried every avenue they could to come up with a suitable option for my dilemma. You can rest assured that I will no longer visit Staples.com and I will make sure that my friends and family will know of the false advertisement issues that your website suffers from. At this point, my father will be purchasing the Casio EX-Z70 Bk through a competitor along with their protection plan.
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