Office Depot, Frustrating and Undependable!
Written: Jan 16 '10 (Updated Jan 16 '10)
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As I prepared to open a small business, I compared websites for computers with the necessary tools to start up, at a price within my budget. I waited up until the wee hours of the night for Office Depot to download their new online sale items for the week. The moment the sale advertisement downloaded, I ordered two great computers. My completed order read they were in stock and the computers would both arrive by 11/25. I was impressed.
11/25 I get a phone call from Office Depot's customer service inquiring as to my correct address to ship my order. Yes, it was correct and I would receive my computers within two days, they were already on the truck! I set up an appointment with the person I had hired to program a website and my computers. Friday, no computers. Monday, no computers. I called customer service to be told they would be here Tuesday no later than 5 PM. They had not been shipped but this customer service agent would be responsible to see they both shipped today! I was ready to cancel my order and drive 30 miles to buy one elsewhere but this CSR told me if I did not cancel my order and the computers did not arrive the next day, she'd give me 50% off my total order. Wow! I took it hook, line and sinker.
Tuesday no computers! I called again and this CSR tells me she'd have shipping call me. Shipping called to inform me that just because the Office Depot website allowed me to order something didn't necessarily mean they had it! When I started to get upset, the CSR told me I wasn't paying attention to what she was telling me. She explained again that just because the website showed that my items were available, didn't mean they had or would ever have one of those computers. I asked her if she had an internal problem she was trying to make into my problem. That went right over her head.
Desparately wanting my computers and that 50% discount, I called to speak to a manager but was told no managers were present. After first disagreeing that I had the discount coming, they then agreed that I could have the 50% discount but there were no computers! I could only get the 50% on the order I'd placed not on a new order or a different computer! Fifty percent (50%) of nothing is nothing!
Persistance normally pays off but in this case, I was banging my head against a brick wall. A different shipping clerk phoned me and said she had been tracking my order and that many times the website lists and allows the customer to order computers they do not even sell! I imformed her that I'd found 8 at a local Office Depot if they'd allow me to take my discount there. NO! They could not do that!
Since 11/25, I have placed 9 or more phone calls and each time I have to explain to a different CSR who trys to make you think they care. Each gives the same canned answer and apology,(which puts me no closer to my computers!)Each of these calls takes 30 minutes to bring that CSR up to speed and then they have to put you on hold to speak to that manager that was not available when you asked for one. They promise someone will phone you back and resolve this within two hours. The only one who may phone you back is a shipping clerk who tells you that story about Office Depots website listing unavailable stock.
Honestly, this has made me physically ill. I have never had this much of a problem with a company and their phone staff. They tell me a 50% discount is unheard of until I give them the confirmation number the CSR gave me for the discount. I had previously visited the local store and did not have much better luck there.
End of story. I spent hours online selecting my computers. Now I have hours invested in contacting customer service to try to get my computers. I can buy one at the local Office Depot but I lose the sale price AND the 50% discount they promised me for my lost business time. I'm sure glad I found out now what they are like. It would have been useless to count on Office Depot to supply my business needs. I would have ended up with my own disapointed customers!
Recommended:
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What product did you purchase or try to purchase? Computer Bundle from Office Depot
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About the Author
Reviews written: 11
Trusted by: 14 members
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