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| - Staples at 1000 Gerrard St East - Very Poor Service When Doing A Return For A Defective Laptop
I purchased a defective laptop at Staples 250 Front St East on May 02, 2015. I wanted to return the laptop at this Staples location (1000 Gerrard St East) for a full refund. I went in store and the manager michael said I can't return it here and I should go back to the Front St store to do the return.
I found this to be suspicious, I left and called the Front St store and I spoke to the manager Hardatt and asked him: "Is it true that I must return my laptop to his store?" He said no, I can return it to any Staples store since we are all one company. He said I can return the defective laptop to his store if I wanted to but michael should allow me to return it to his store if I choose to, since that is the Staples Return Policy, else I could call head office and file a report.
This is starting to get bizarre. I called Staples Head Office in Richmond Hill and explained my case to Katie (the customer service agent who answered my call). Both Hardatt and michael are telling me different things. I suspect it was michael who was dishonest.
I eventually received a call back from Katie and she said micheal has been informed that I am able to return the laptop to his store. I asked why did michael lie? Katie was not able to say why michael lied but michael now knows the Staples Return Policy. This is incredible because it is not possible for a manager to not know his own store's return policy!!! Else how did he deserve to get promoted to a manager in the first place???
I went in the following morning (May 5, 2015) again for a refund. I showed michael my receipt. The technician Elliot checked my laptop and he was a real professional throughout the whole process. He told michael everything was in order. He told michael to do the refund and michael did the refund. I finally got my money back.
michael had absolutely no reason to deny me this legitimate refund for this defective laptop. He also did not give an explanation nor an apology for his lies.
A refund is suppose to be a simple task, this turned out not to be the case. It is not worth it to shop at this store. If by chance something turns out to be defective you will NEED after-sales support. This store does NOT have it.
If the manager denies you a refund, be firm and state that they have to do the refund based on your store policy. If michael lies again, call Head Office at:
Staples Canada
6 Staples Ave.
Richmond Hill, ON
L4B 4W3
Phone: (905) 737-1147
And Head Office will call michael back and explain it to him again.
In the end I spent over $1500 at Staples and I received the worst support at this Staples store. This is the last time I will make a purchase at this store, even though last year I have spent over $1100 on a Macbook Air and $500 for an iPad Air. This refund experience has shown me this store only wants your money and they don't want you to come back if you have any problems. Don't let my terrible experience go to waste, you don't have to go through what I went through. Please learn from my mistake and shop at a different store.
Henry
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