Complaint Review: Staples.com Parago

In December, 2003, Staples and TurboTax offered rebates on Norton Antivirus 2003 with the purchase of TurboTax. The rebate receipt from Staples indicated you could file the rebate at staplesrebates.com. Unfortunately, this product was not listed in their selection area so I had to file by US Mail.

I waited approximately 7 weeks and checked the status. Of course, nothing showed. I emailed them and they requested specific information about the rebate which I sent back to them. They responded saying no rebate on file, must have gotten misdirected. They gave a fax number to submit copies. Tried at least 6 times, was busy each time, including 5:30 AM. Emailed them again, they gave a new fax number. Busy again. Emailed again requesting a phone.

I also sent them a separate email with a scanned attachment of the required information. I was told by their (Parago, they do the 3rd party rebate processing) representative that the 2nd fax number was correct and that emails are responded to within 48 hours. I tried faxing again, this time (tried at 2 different fax machines), the transmission connected, but was dropped with an error each time.

It is now 3 days since the email with the scan was sent and still no response. I am going to go back to Staples with the software for a refund, along with all my documentation. If that doesn't work, I write to the credit card company.

This is not the first time that this company has conveniently "misplaced" one of my rebate submissions. Between them and that company in Young America, Minnesota, I would swear that they intentionally lose about 50% of rebate submissions.

Steve
east berlin, Pennsylvania
U.S.A.