Both Vent and Praise for Staples

duchy

I bought a new printer just before Christmas and finally got around to setting it up yesterday. This printer needs a coloured ink cartridge and a black one. The black one was nowhere to be seen.

I spoke to their online support this morning as was told they couldn't replace the product- or send the missing cartridge and that my only option was they'd collect it and refund.

I said this wasn't acceptable and was told there was nothing more they could do as I hadn't reported it within 7 days on purchase !!!

I said that wasn't acceptable or legal and I wished to raise a complaint . The agent told me to send in an email -I said no - I wanted a manager to call me in the afternoon.

A manager rang me at the arranged time and straightaway agreed to send me the required cartridge -and the order confirmation popped up with a nil value order in my email a few minutes later.

So praise for Staples for replacing and the lady I spoke to was quick and charming but a vent for the online chat who according to the lady this afternoon must have "misunderstood". It shouldn't have taken two attempts to resolve.