Staples refused a Staples Coupon!!

[TxTeacher]

I'm so made at Staples right now! And I love this site, which I just found by the way!

Anyway, I received an email from staples themselves this week with a $5 coupon to be used in store. I'm a teacher and spend lots of my own money so I thought great... I'll go get pencils and stuff for my classroom. So, I go to check out this afternoon and the clerk tells me her manager said not to accept these coupons. She calls him in his office to double check and he says No, not to take it. What the heck? How can they refuse their own coupon they emailed me??

So now I'm all ticked off and trying to find contact information about this company. I see on their website where I can use their interal email, but I want names, job titles, and actual people to send emails to. I want the district manager and regional mangers email address. Anyone have any luck finding any contact information on them?

Thanks!

[Throwin64]

Staples
500 Staples Drive
Framingham, MA 01702
[Only registered and activated users can see links. Either login above or Register Now]
508-253-5000

From [Only registered and activated users can see links. Either login above or Register Now] (Interesting note, the site only rates Staples as 2 stars out of 4, unusually low for a Fortune 500 Company.) Lots of unhappy consumers with this gang... The common theme seems to be you will have to push these guys pretty hard, but they do seem to cave in a lot.

From [Only registered and activated users can see links. Either login above or Register Now]

"This is the place with the answers to all your questions about our site.
If at any time during your visit you have a question don't hesitate to call 1–800–3STAPLE (1–800–378–2753) or send us an email at [Only registered and activated users can see links. Either login above or Register Now] "

Also from Staples.com. I would have to believe that this also applies to their B&M stores as well. Note the "other Internet site" does not exempt their own site, something a lot of big companies do.

"Staples.com reserves the right to reject orders that use a coupon code that was obtained from a bulletin board or other Internet site. Staples.com also reserves the right to reject orders that use a coupon code that was transferred from a direct mail recipient or that are in violation of any coupon restriction listed above. If our system does not accept your coupon code and you believe you hold a valid coupon, please call us at 1–800–3STAPLE."

Sorry I couldn't get you a name, but I'm supposed to be working right now, not reading the forums
Good Luck,
Throwin

[TxTeacher]

Thanks for trying to help. I filled out their email form yesterday and didn't hear anything from a CSR today. Hopefully tomorrow! I can understand they don't want someone bringing in 50 copies of the same coupon, that's crazy... But this coupon cam from them to my inbox and I clicked print... It's just bad business.

Originally Posted by Throwin64

Staples
500 Staples Drive
Framingham, MA 01702
[Only registered and activated users can see links. Either login above or Register Now]
508-253-5000

From [Only registered and activated users can see links. Either login above or Register Now] (Interesting note, the site only rates Staples as 2 stars out of 4, unusually low for a Fortune 500 Company.) Lots of unhappy consumers with this gang... The common theme seems to be you will have to push these guys pretty hard, but they do seem to cave in a lot.

From [Only registered and activated users can see links. Either login above or Register Now]

"This is the place with the answers to all your questions about our site.
If at any time during your visit you have a question don't hesitate to call 1–800–3STAPLE (1–800–378–2753) or send us an email at [Only registered and activated users can see links. Either login above or Register Now] "

Also from Staples.com. I would have to believe that this also applies to their B&M stores as well. Note the "other Internet site" does not exempt their own site, something a lot of big companies do.

"Staples.com reserves the right to reject orders that use a coupon code that was obtained from a bulletin board or other Internet site. Staples.com also reserves the right to reject orders that use a coupon code that was transferred from a direct mail recipient or that are in violation of any coupon restriction listed above. If our system does not accept your coupon code and you believe you hold a valid coupon, please call us at 1–800–3STAPLE."

Sorry I couldn't get you a name, but I'm supposed to be working right now, not reading the forums
Good Luck,
Throwin

[katlnhats]

That's weird, though here in CT, nobody will take printed coupons, and usually the people who have them will realize that and mail you a real coupon. Staples ought to be doing that and not emailing coupons to be printed as if I'd gotten one, I couldn't use it either - people here have been photocopying them several times so the stores here just stopped taking them. Good luck!

Kat

[jahtal]

Contact information for Staples corporate office is 1-800-338-0252. Call them and they should be able to get some resolution for you because it makes no sense why the store manager would want to lose your business over a $5.00 coupon. Good Luck.

Originally Posted by TxTeacher

I'm so made at Staples right now! And I love this site, which I just found by the way!

Anyway, I received an email from staples themselves this week with a $5 coupon to be used in store. I'm a teacher and spend lots of my own money so I thought great... I'll go get pencils and stuff for my classroom. So, I go to check out this afternoon and the clerk tells me her manager said not to accept these coupons. She calls him in his office to double check and he says No, not to take it. What the heck? How can they refuse their own coupon they emailed me??

So now I'm all ticked off and trying to find contact information about this company. I see on their website where I can use their interal email, but I want names, job titles, and actual people to send emails to. I want the district manager and regional mangers email address. Anyone have any luck finding any contact information on them?

Thanks!

[sikozu]

You're not the first and, definitely not the last who encounter such a problem. There are miscommunication between marketing campaign manager and local managers.

[kayaker@heart]

Better Business Bureau®, Inc.
Serving Eastern Massachusetts, Maine & Vermont
235 West Central Street
Natick, MA 01760-3767
508-652-4800
[Only registered and activated users can see links. Either login above or Register Now]
Member Reliability Report


Issued on: 5/30/2007
The BBB reports on members and non-members. If a company is a member of the BBB, it is stated in this report.

General Information
ID: 85488
Company Name: Staples, Inc.
Staples
Company Address: 500 Staples Drive
Framingham, MA 01702
See the location on a Mapquest Map
See the location on a Google Map
Original Business Start Date: 1987
Type of Entity: Corporation
Incorporated: 1985 in Delaware
Principal: John Giusti , Marketing Director
Number of Employees: 53,000
Phone Number: (50 253-5000
Fax Number: (50 253-9040
Email Address: [Only registered and activated users can see links. Either login above or Register Now]
BBB Member Status: This company is a Member
Date Joined BBB: 3/26/2002
Type of Business: OFFICE SUPPLIES
Web Site Address: [Only registered and activated users can see links. Either login above or Register Now]


BBB Membership Status
This company is a member of this Better Business Bureau. This company has been a member of this Better Business Bureau since 3/26/2002. This means it supports the Bureau's services to the public and meets our membership standards.
Nature of Business
Staples, Inc. is a retailer of office supplies, business services, office furniture and technology to consumers and businesses in the United States, Canada, the United Kingdom, Germany, the Netherlands and Portugal. The company was established in Massachusetts in 1985 and incorporated in Delaware in 1987. The company employs 53,000 people. Mr. John Giusti is the Director, E-Marketing of the company. Any questions or problems should be directed to the attention of Ms. Alicia Benoit, Senior Customer Relations Specialist.
Customer Experience
Based on BBB files, this company has a satisfactory record with the Bureau.

To have a "satisfactory record" with the Bureau, a company must be in business for at least 12 months, properly and promptly address matters referred to it by the Bureau, and be free from an unusual volume or pattern of complaints and law enforcement action involving its marketplace conduct. In addition, the Bureau must have a clear understanding of the company's business and no concerns about its industry.

Customer Experience Complaint Information
The BBB complaint process.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

Standard View Enhanced View


The Bureau processed a total of 917 complaints about this company in the last 36 months, our standard reporting period. Of the total 917 complaints closed in the last 36 months, 241 were closed in the last 12 months.
These complaints concerned:


193 regarding Advertising Issues
18 regarding Advertised price not honored
10 regarding Advertised product not available
20 regarding Advertised terms not honored
9 regarding Advertisement did not disclose all conditions required to take advantage of an offer
3 regarding Advertisement misrepresented a product
2 regarding Advertisement misrepresented a service
10 regarding Bait & switch advertisement
121 regarding False or unsubstantiated claims in advertisement

24 regarding Contract Issues
23 regarding Failure to honor a contract or agreement
1 regarding Invalid or false contract

78 regarding Credit, Billing or Collection Issues
72 regarding Failure to correct billing errors
2 regarding Failure to provide itemized billing as requested
1 regarding Improper collection practices
3 regarding Unauthorized credit card charges

125 regarding Customer Service Issues
33 regarding Failure to provide promised assistance or support for products or services
84 regarding Failure to respond to phone calls or written requests for assistance or support
8 regarding Inappropriate behavior by customer service personnel

58 regarding Delivery Issues
1 regarding Late delivery of products
54 regarding Non-delivery of products
3 regarding Non-delivery of services

41 regarding Guarantee or Warranty Issues
5 regarding Disputed warranty coverage and/or terms
8 regarding Failure to honor money-back guarantees
27 regarding Failure to honor service under the terms of warranties
1 regarding Failure to provide promised written warranty or guarantee

43 regarding Product Quality Issues
43 regarding Defective, damaged or incorrect product received

249 regarding Refund or Exchange Issues
4 regarding Failure to honor promised refunds, exchanges, or credit
245 regarding Failure to honor refund, exchange or credit policies

17 regarding Repair Issues
2 regarding Delayed completion of repair
14 regarding Improper or inferior repair
1 regarding Repairs resulted in additional damage

66 regarding Sales Practice Issues
1 regarding Sales presentation did not disclose complete pricing information
3 regarding Sales presentation did not disclose key conditions of the offer
4 regarding Sales presentation misrepresented the product
1 regarding Sales presentation misrepresented the service
1 regarding Sales presentation not consistent with advertisement
56 regarding Sales presentation used dishonest sales practices

23 regarding Service Issues
6 regarding Delayed completion of service
1 regarding Failure to honor service estimate or agreement
11 regarding Improper or inferior service
3 regarding Services resulted in additional damage (exp. Damaged product during shipping)
2 regarding Unauthorized service


These complaints were closed as:


267 Administratively Closed
217 BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.
46 BBB determined that despite the company's effort to address complaint issues, the consumer remained dissatisfied.
4 BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaints.

650 Resolved
400 Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.
1 Company offered a partial (less than 100%) settlement which the consumer accepted.
215 Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
14 Company resolved the complaint the issues. The consumer failed to acknowledge acceptance to the BBB.
20 Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.


The following data concerns complaints processed by the BBB over the last 36 months.
Closure Type Definitions Closed Complaints
Last
1 month
to
12 months Closed Complaints
Last
13 months
to
24 months Closed Complaints
Last
25 months
to
36 months Closed Complaints
Total Last
1 month
to
36 months
Complaints Resolved 202 235 213 650 70.88%
Complaints Unresolved 0 0 0 0 0.00%
Administratively Closed 39 112 116 267 29.12%
Complaints No Response 0 0 0 0 0.00%

Total 241 347 329 917 100.00%



Nature of complaint definitions
Nature
Definitions



Closure Type Definitions Complaints
Concerning


Advertising
Issues Complaints
Concerning

Credit or Billing
Issues Complaints
Concerning


Delivery
Issues Complaints
Concerning

Product
Quality
Issues Complaints
Concerning

Customer
Service
Issues Complaints
Concerning

Repairs or
Service
Issues Complaints
Concerning
Guarantee
or
Warranty
Issues Complaints
Concerning

Refund or
Exchange
Issues Complaints
Concerning


Selling
Issues Complaints
Concerning


Contract
Issues Complaints
Concerning


Service
Issues Complaints
Concerning



Miscellaneous Total
Complaints Resolved 145 55 35 18 84 8 23 212 36 17 17 650
Complaints Unresolved 0 0 0 0 0 0 0 0 0 0 0 0
Administratively Closed 48 23 23 25 41 9 18 37 30 7 6 267
Complaints No Response 0 0 0 0 0 0 0 0 0 0 0 0

Total Last 1-36 Months 193 78 58 43 125 17 41 249 66 24 23 917

Total Last 25-36 Months 66 42 23 20 31 5 13 93 32 4 0 329
Total Last 13-24 Months 76 28 19 8 62 10 14 86 24 12 8 347
Total Last 1-12 Months 51 8 16 15 32 2 14 70 10 8 15 241

Mouse-Over the complaint count to view detailed statistics.

Average number of days for the company to respond, to the BBB, regarding a complaint in the last 90 days 6
Average number of days for the company to respond, to the BBB, regarding a complaint in the last 36 months 9
The information in the table below represents a comparison of all companies in the BBB database in the same type of business as Staples, Inc.. Companies may engage in more that one type of business. The percent of time the business engages in a type of business is not accounted for. The BBB database consists of businesses located in Eastern Massachusetts, Maine & Vermont. There is no known industry standard for the number of complaints a company can expect. Please keep in mind, as stated above the company's size, number of employees, volume of business and number of transactions may have a bearing on the number of complaints received by the BBB.
OFFICE SUPPLIES
# of companies with NO complaints in the past 36 months 116
# of companies with 1-4 complaints in the past 36 months 7
# of companies with 5-25 complaints in the past 36 months 0
# of companies with 26-99 complaints in the past 36 months 1
# of companies with 100 or more complaints in the past 36 months 2 Staples, Inc. with 53,000 employee(s) is in this range.
Total # of companies in the BBB database in this type of business 126


Customer Experience Compliment Information
The below compliment section is a new feature of this BBB's Reliability Report, as of 12/17/2004, and therefore:

Most companies will not have any compliments on file and nothing negative
should be construed because of this.
The compliments are unfiltered.
The information in the two tables below represent Positive Customer Experience via our Compliment a Company service. You may read the text of each compliment from the link below.

Click here to read the details of these 3 compliments

Compliments
Last
1 Month
to
12 Months
Compliments
Last
13 Month
to
24 Months Compliments
Last
25 Month
to
36 Months Compliments
Last
1 Month
to
36 Months
Excellent 0 0 3 3
Good 0 0 0 0

Total 0 0 3 3


Nature of compliment definitions
Compliments
Regarding

Product/Work
Quality
Issues Compliments
Regarding

Customer
Service
Issues Compliments
Regarding

Repairs or
Service
Issues Compliments
Regarding

Refund or
Exchange
Issues Total
Excellent 0 3 0 0 3
Good 0 0 0 0 0

Total Last
1-36 Months 0 3 0 0 3

Total Last
25-36 Months 0 3 0 0 3
Total Last
13-24 Months 0 0 0 0 0
Total Last
1-12 Months 0 0 0 0 0

Industry Tips
Office Supply Schemes and Paper Pirates
Solicitations in the Guise of Invoices
Phony Invoice Schemes