Is Customer Service Dead (Staples)?
So today I ordered an iPad Air 3 from staples. I did this before the store was even open and it showed 1 in stock. 4 hours after the store opens I get a cancellation email saying they have no stock.
I contact chat and it went something like this.
I go to their chat and ask what is going on and they tell me they have no stock left and have to cancel my order and they apologize.
Me: how are you going to rectify situation.
Support: I again apologize, but we ran out of stock.
Me: can I get a rain check?
Support : No we do not do that.
Me: Can I get a discount of some sort so I can get the next model up to a bit closer to what I paid? I am thinking like maybe $50 off (difference between the 2 models)
Support: No we can not do that but if you we get new stock in 14 days you can get it at that price.
Me: is anything coming in 14 days?
Support: I am not sure, we usually get in new shipments every 10 business days.
Me: I ask well this model might be discontinued now as it is last generation. How do you know we will get a new shipment?
Support: The staples website does not say it is discontinued we will get a new shipment in.
Me: the same website that accepted my order and still still tells there is stock at the store I placed me order at?
Support: Is there anything else I can help you with?
I can't believe from the very start it was like "oh well, too bad. We apologize but won't do anything about it". I am sure Amazon would have at very least have given a $5 credit right off the bat and probably with a bit of pressing would have gotten something more.
But to offer nothing when their system took the order when it should not have.
I am not expecting to get something free but at least try to do something.
I remember at Home depo, I wanted to buy a washer and dryer and they screwed up twice in the same order for but made it right both times.
The first time I can't 100% remember how it happened but it was something like I wanted 1 model and they thought they had it in stock and then they found out they did not actually have it.
So what did the person do, they looked at the next model and then went to google and found a "similar model on sale at a competitor" and went "oh, this is close enough...price match plus 10% different". So I ended up getting a bit better model for like $200 cheaper.
I then needed to stack these washers and they did not tell me I needed an adapter kit so when they came to install it they could not. I went to the store to see what happened, they saw on my invoice I did say it was to be stacked so they just gave me the $50-$75 kit for free. I did not even ask.
Same thing when I went to buy a mattress, I wanted a certain mattress and they did not have it so the sales guy was like I will give you a better deal on any other mattress you want.
These were all in 2015-2017. I noticed in the last 2 years though any mistakes that happens the companies don't want to do anything about it anymore.
Now it is like screw you get lost. I don't know if because we have less completion now and they think they can do what they want and you have to suck it up and take it?
Same thing happened 3 weeks ago at shaw. I went get a new router as I thought it was not working great, they gave me a new one with no hassle what was great. They somehow screwed up and later on I found they activated the box on account in another province.
Long story short, I had to go back to the store to get a new one. They were like "I don't think we have any more stock for that router". I was like well then can give me a different router model.
Well then we have to charge you $10 more a month.....thankfully they found 1 more unit as they were prepared to let me wait for a new box to be shipped from shaw, meaning I would have not had no internet for a week. That was acceptable solution to the staff at the store.