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Staples - Design Services / poor service, late product

1 United States

Staples - Design Services

On Monday, 10/22/07, 5:00pm I placed an order for brochure design work at Staples located on Sunset Dr. Ocean Plaza Shopping Center, 1100 Highway 35, Ocean, NJ 07712. I was given a turnaround time of 24 hours.

At 10:00AM, Wednesday, 10/24/07, I called in reference to my order. I was told that the order was placed on Tuesday afternoon. (That's 24 hours after I placed my original order) Furthermore, I was told that they didn't know when the proof would be complete but it should be available sometime on Wednesday. At 1:50PM, I stopped by the store to get a definite time in hopes that I could have some brochures to give out at my 6:00PM meeting and maybe enough for a weekend convention. I was told that the proofs for the brochure and cards would be ready at 7:30PM. When I asked why are they were so late the clerk told me "because I had to submit 20 designs in two days". At that point, I retained by original scratch designs and called customer service. Customer service called the store and spoke with the General Manager. The G.M. told customer service that I had just placed the order on Wednesday. (Wednesday morning I presume.) What!!! The Customer Service agent then proceeded to tell me that I just placed the order today and that it would be ready at 7:30PM. My response was that the earliest I could review the proof then would be Thursday morning. I then continued to press the agent to file my complaint which they eventually did.

My overall rating of this Staples' print and copy service would be a 2 out of 10. The service was poor and the product was late or not delivered. And lastly, the outright lying by the General Manager of the store was inexcusable.

Staples advertises a 24 hour turnaround after the Graphic Artist receives the job, but they never tell you it could be close to 48 hours before they submit the job to the G.A.

I hope this helps the rest of you. I have to go now and try to keep $2500 from going into the waste basket.


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