Staples

charoniv

I bought a chair from Staples years ago, Very good so tried again. Not exactly same chair but similar. They are online only now but offer next day delivery for orders before 19:00 (this was midday) so thought I would give it a go.
Ordered - but missed the £10 off coupon code - didn't really mind but there was a live chat option. The agent said he would cancel the order and I could reorder (order hadn't appeared on their system yet) - so I did.
Following day both orders were showing. Live chat - system had problems yesterday. The agent could see the orders but couldn't open them so couldn't cancel but would send a note to the warehouse to stop it getting picked. Wouldn't be delivered today but would be with me tomorrow.
Next day - live chat. Think both orders are being delivered and I should reject one of them. Can't see when it would be delivered. Waited in all day - no delivery.
Next day - live chat. Think one has been cancelled, should be delivered today but can't say when. I cancelled both orders - and it seems have to email their credit department for the refunds - both are still showing on my credit card.
Will contact the card company in a few days if it isn't cancelled.

Not too concerned about the cancelled order but they do say next day delivery if ordered before 19:00 - it's now been 3 days and even without the system issue it doesn't look like next day was ever possible. Bigger problem is the inability of their agents to do anything and the disconnect with the warehouse. Looks like once the order is made they can't do anything with it or find out anything about it.

charoniv

After a complaint they have sent a refund invoice for one of the orders. It hasn't been processed yet though. Nothing about the other one.
The order history is showing refunded for one and delivery in progress for the other.
So that's 10 days to get acknowledgement of cancellation for one order and still nothing for the other.

I have a feeling that staples order processing systems and staff training aren't really suitable for an online business.

DCFC79

The firm isnt called Staples anymore but Office Outlet unless of course your in the US.

KeithP

DCFC79 wrote: »

The firm isnt called Staples anymore but Office Outlet unless of course your in the US.

Then who is this company?...

www.staples.co.uk

...which now only has a web presence.

charoniv

They call themselves staples. Maybe you're talking about the company that's taken over their stores.

Received an email today saying the refund for the second prefer has been processed.
The first is showing cancelled but the second is still showing delivery in progress.
Neither refund is showing on my credit card.
They were pretty quick to take the money but don't seem too keen to refund when things go wrong.

Would strongly advise to avoid this company. Fortunately they were credit card purchases so hopefully I am covered if they go under.

DCFC79

KeithP wrote: »

Then who is this company?...

www.staples.co.uk

...which now only has a web presence.

Staples kept the online presence (which I forgot about) and the stores were rebranded as Office Outlet.

charoniv

Live chat with staples. The first order had a refund raised today and should be with me in 3-5 days. So over two and a half weeks to process a refund.

The second order (which was supposedly refunded) has been received back in their warehouse but no refund was issued. The agent said she would raise a manual refund for it.

They seem to be very confused by a customer having more than one order.
What a nightmare company.

wealdroam

charoniv wrote: »

They were pretty quick to take the money but don't seem too keen to refund when things go wrong.

Do you know how long after leaving your account it was before your money reached their account?

Without that information I think you are being a little unfair.

charoniv

wealdroam wrote: »

Do you know how long after leaving your account it was before your money reached their account?

Without that information I think you are being a little unfair.

Of course not. It's a credit card transaction. They decided to process the transaction even though it was cancelled before the order was processed and their sla with the credit card company is nothing to do with me.
Would you consider it reasonable for terms and conditions to say that refunds are conditional on the original payment being processed by their agent? That's the whole point of a credit card transaction.
Same as I don't expect to wait for delivery until they have received the funds in their account.

LadyDee

charoniv wrote: »

Would strongly advise to avoid this company. Fortunately they were credit card purchases so hopefully I am covered if they go under.

OK, we'll do that and all avoid this company because you don't get your refund immediately.

s75 protection applies to purchases over £100 - presumably it was?