Complaint Review: STAPLES - Ralph Graham - Sales Manager

I had this experience months ago - and have not yet received a response from the company. I am guessing that STAPLES does not care about their customers so I am posting the lenghty letter I sent to them on RipOffReports. I know it's long - I like to be thorough and exact.

HERE IS WHAT WAS SENT TO STAPLES COPORATE OFFICE IN FRAMINGHAM MASSACHUSETTS:

Staples Corporate Office
500 Staples Dr
Framingham MA 01702

Dear Sir or Madam:

I am writing to express an unsatisfactory experience I had at one of your retail locations. On March 11, 2002 at approximately 7:30PM, I entered your 45 Salem Plaza, Norwich, CT store location. Upon entering I was greeted by a Sales Manager named Ralph Graham. He asked if he could help me. I advised him I was looking for a CDRW with a DVD burner. He looked at me funny and said he was not familiar with what I am asking for. I proceeded to explain that it was a CD burner and DVD burner in one unit.

He replied, Oh you know those are expensive dont you? I said that I knew they were. He then stated that he wasnt sure if they had any and added, you know they are about $499?

I stated, Yes, in fact I was expecting it to be about $600.
He then led me to the case of CDRW burner display and continued to ask me questions.

How fast is the machine you are putting this in?
I advised him that I was not sure which one of the machines it was to be going in, but not to worry, it will be fine.

Well, I am not going to sell you this product unless you can tell me the size computer you are going to install this in.
I continued to express that it shouldnt be a problem.

You know you cant return it if you open it and try to install it and it doesnt work. I wont take it back., he said rudely.

Feeling a bit aggravated by Mr. Grahams tone, I decided to ask him a question. What size machine do you recommend it be installed in, I asked?

Oh, he replied, at least 70 80 Mhz.

Now, I giggled at this point silently to myself, because that burner would need more like 700-800 to run, but I didnt push the issue. I smiled and said that that was definitely not a problem. I told him that I was buying this for my boyfriend who is the IT Manager of a large company and if there were to be a problem with the device he would know right by looking at the box.

He ruffled around in the case and then told me that he had to go look in the back room to see if there were any because there wasnt any on the floor.

Now, at this point I am a bit annoyed at his condescending tone. What he didnt know, and I shouldnt have to divulge, is that my boyfriend and I have at least 9 machines running in our home from Windows XP boxes, NT Stations to Linux machines. My boyfriend, Aaron, is the Systems Administration Network Manager at the Mohegan Sun Casino here in Connecticut. We are quite capable of knowing and understanding what is required for installation if such a product. I understand that there are plenty of consumers out there that do not have the knowledge that my boyfriend might, but it could be asked and discussed in a non-demeaning way. I was still also a bit miffed on the fact that he previously stressed the fact that it was such an expensive product seemed to me that he was trying to imply that I might not be able to afford it. I put those thoughts aside for the simple fact that I wanted to purchase this item and be on my way.

Mr. Graham finally returned and advised me that Staples did not carry any CDRW/DVD burners at all. He told me to try CompUSA.
I thanked him for checking on the availability for me. At that time, a younger sales man came over and joined the conversation. He advised me that they did have CDRW/DVD burners but was unaware of where they went or if they were going to be coming back.

Ok, I said, What is the fasted, best CDRW you have. I want to get one for myself.

Mr. Ralph Graham looked in the display case and said, Uh, 24x.

The young sales man, I didnt catch his name, said, No, actually we have 32x.

Oh, Ralph replied and continued shuffling around boxes and emerged with a 32x CDRW. I had never heard of the manufacturer but thought that possibly they were new and said that I would take it if this was the fastest and best they had.
Mr. Graham says, Yes it is and its a $129.00.

Thats fine, I replied.

I reached out my arms to take the box and he pulled back and said he would take it to the counter for me. He proceeded to the front of the store and to a closed register. He called a cashier over to open the register. He placed the box on the counter and stepped back. The lady rang in the merchandise and advised me of the total due. I handed the cashier my card. Mr. Graham took the card from her hand and looked at it! Took it right from her hand! He looked at the card, then at me and then asked if I had any ID to go with it.

ID? I said, I shop here all the time and never have I been asked for ID. I handed him my license.

Oh, we do random checks on electronic purchases, he stated.
I have bought many electronics from your store and this was a first I have been asked and the first I have seen anyone be asked for additional ID.

He looked at the card, the ID, at me and, I assume, was finally satisfied. He handed the card back to the cashier and me back my license. He then STOOD there and waited until the transaction went through! Once it did he turned and walked away!

I looked at the lady behind me and she just rolled her eyes. I was genuinely embarrassed at the fact that I felt he was targeting me! Do I look poor? I was dressed normally. Does he know what I do for a living? I am an Examiner in the DMV for that State of Connecticut and probably make more money than his salary times two and he treated me like I walked in and tried to pay with Food Stamps. In fact, it shouldnt matter if I was a Doctor or a McDonalds food prep I deserve the same respect and I feel I did not get it. But wait, there is more

As I drove home, I thought of a million things I should of said and done, but unfortunately I was silenced by my embarrassment at the time. Aaron and I spend thousands of dollars at your stores, it being the one and only computer retailer in our area and for the simple fact that I like Staples! I have made much larger purchases for my home use and my small business totaling much more than $129. Never have I been denied to carry my own merchandise, never have I been asked for ID, and never has a manager stood there to watch a transaction go through.
I got home and told Aaron of the adventure. He looked at the CDRW burner Mr. Graham sold me and asked why I bought such a generic name. I told him that I thought the price was rather inexpensive but was hoping that it was a new company that I hadnt heard of I mean, I had asked for the best and fastest they offered and this is what he presented. Aaron put on his shoes and said that we were going back.

We went back to the store and I went to return the burner. Mr. Graham quickly noticed me from across the store and approached, Ms. Moniz, correct? Wow, he remembered my name from the ID he must have checked closely!

I said yes and that I wanted to return the burner.

It didnt fit in your machine, he asked?

No, that is not the issue. I decided that I didnt want this CDRW.

Aaron then asked, after browsing the display case as I was at the register, why they didnt carry HP CDRWs and only generics.

Oh we have HPs in the back, Ralph replied.
I then asked him why he didnt tell me they had HPs or better brands in the back when I asked him for the fastest and best.

Well, I thought you would want this one because it is much CHEAPER, he said.

I was floored! Again, a discriminatory statement!

Shouldnt that be MY decision on the amount I want to spend, I asked?

He said nothing and continued to refund my money.
I was boiling at this point but said nothing. For my amusement, and to prove a point, Aaron started asking him computer related questions. Since he thought that 70 mhz was appropriate for a DVD burner, Aaron didnt think he held much knowledge of the products he was selling. Without getting into details on that end, Mr. Graham failed Aarons test.
Trying to give this store one more shot, I inquired about the HP Photosmart printers. I had seen one at your Manchester, CT store and am interested in buying one. Mr. Graham stated that Staples does not carry ANY Photosmart printers. I expressed that I know I had seen one and he again said that your company does not offer them, to try CompUSA. He was acting MUCH more pleasant now, though. Asking if we needed more help and offering to show us other printers. I told him I liked the All in One HPs. He had a 950 printer there. I asked if he carried the 950xi model. He stated they didnt exist. Ok, now I am now tired of this man and the store in general. I left with my credit slip and vowed silently not to ever go to Staples again.
Just to let you know, according to your web site catalog, Staples DOES have the HP Photosmart printer and according to the HP web site, the HP All in One printer DOES have a 950xi model.

Mr. Graham insulted and embarrassed me the first time I entered the store and again when I returned. The quote of, Well, I thought you would want this one because it is much cheaper, was exactly how it was stated to me. Never was I offered another option to make that personal decision. In addition, he has no knowledge of the products he is selling nor the products Staples offers. Are your managers trained NOT to sell to customers? Trained to send them to competitors? Are your managers trained to determine someones salary and what they can or cannot afford? Do you hire your managers on the basis that they have SOME knowledge of the products they are selling? I will admit, I have been a loyal Staples customer for years, (I personally hate CompUSA), and this IS the first time I have ever encountered such a situation, but this man should NOT be a Sales Manager. He needs some serious customer service training and additional computer knowledge.
I hope I did not sound too harsh or rude. I even waited a few days before I wrote this letter because I was so angered by the treatment I endured. I shouldnt have to explain what I, or Aaron, do for a living. I shouldnt have to defend the fact that I CAN afford the products I was asking for. I shouldnt have to come home and look up on your website to find out the products you offer. I feel I should have had courteous, professional service and not be talked down to or demeaned in any way.

I thank you for taking the time to read this long tale and I hope you do something about this man before you loose any additional faithful customers.

Sincerely,
Michele XXXXXXXXX

Michele
Griswold, Connecticut
U.S.A.

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