NO CUSTOMER SERVICE FROM "LEAD" CUSTOMER SERVICE REP.
Posted Wed May 23, 2012 5:19 pm, by Elias Y. written to Staples
Write a Letter to this Company
Went in to your Staples location on 5/23/2012 at about 330pm ..The location is at 13585 N Tamiami Trail Ste 12
Naples, FL 34110
(Store Number: 1624)
I have a sandisk memory stick that I purchased with my rewards card (purchased it from another Staples location down the street)
The team customer service lead named Rafael was the one who was assisting me. I didn't have my receipt, I asked if he could cross reference my rewards number to find my receipt,because this San Disk is defective.
I purchased it less than 30 days, and possibly even 14 days ago.
I asked for a even exchange, and he rudely said, "I am not doing that here", you have to go back to Sandisk.. I asked him to please print my receipt.. He stated that I need to go back to the store I bought it from.
I asked him to call the store to see if they could find my receipt, and he said, "Its not my responsibility to call the store, he said I have a cell phone, and he asked me why I couldn't call them myself"
I was in shock at this point.. "Then he said, "Are you serious right now? He said, you really cant call the store yourself?
I told him my cell phone wasn't working, and he rolled his eyes, and said "Fine" Ill call them.
I gave up..I decided that I didn't want him to do anything else for me at that point, and I was going to contact Staples Office of the President.
FYI, I spoke to other employees who witnessed the incident and they both agreed that Rafael was very rude, and they seemed to hint that he is always like this to customers...
I always shop at Staples, and Never shop at Office Max, or Office Depot.. I actually wrote a letter about another Staples staff member that gave me some of the best service to date.
I cant believe how Rafael is completely at the other end (wrong end) of the spectrum when it comes to customer service.
Please do not let Rafael deal with customers for the time being, let alone assign him to "Lead Customer Service"
He stated he was the manager on duty.
I would retrain him and also secret shop with with a similar issue, to make sure hes up to Staples standards of high customer service values.
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