Complaint Review: Staples - Nationwide

I purchased a desktop computer online through Staples.com on Monday, 12/1/2014 at 8:05PM. They advertised the computer on sale for $449.99 - their Cyber Monday special. Upon checkout, I was given the option to have the item delivered to me for free, or pickup the item at a local Staples store. I elected to pick up the computer at a store in my area (in Long Beach, 90804) which the website indicated was in stock at that store. I completed the online purchase and received an email confirmation that the item would be available to pickup within 2 hours of placing the order. The following day, I went to pick up the item and was told they didn't have it in stock, even though the website indicated they did.

I asked the store rep if she could order it, but she advised she couldn't order at the price I ordered it at - it would have to be at the regular price. I was not happy with this and she referred me to the toll free Staples customer service phone# 800-333-3330. I called customer service and spoke with Ron, who also advised he couldn't do anything except offer the computer at full price. This was not satisfactory, so I was then transferred to a supervisor. The supervisor, Vicky, provided no solutions to this problem. She advised me that the system was incorrect when I placed my order, and that the local store did not have the item in stock. She stated the system updated this information AFTER I placed my order. The supervisor even stated that I placed my order "late", which is inconsequential as I placed my order well within the time frame of their sale (which was to end 11;59PM on 12/1/14). The supervisor also offered to sell me the computer at full price. I finally sent an email to customer service, and their reply was, "...items which are part of this sale are while supplies last, and are not eligible for back order. Additionally, quantity limits may apply for some sale items listed."

First of all, none of this was stated when I placed my order. So this explanation is dreadfully insufficient. This item was obviously still in stock as I was offered this item several times at regular price. As of today, 12/15/14, Staples.com is still offering the computer at regular price, and there was no indication that supplies are limited. I ordered only one computer, so I could not have surpassed any "quantity limits".

It is apparent, that the website's erroneous information is what has caused this problem. Had the website indicated that the item was not in stock at the location I selected, I would have simply ordered the item to be delivered. Staples has refused to honor their sale price.

I filed a report thru the BBB website and requested that Staples honor the price I paid for the computer and ship the item to me at no cost (as it is also offered on their website). I placed the order on the day  the the price was advertised, and their website, as admitted to by a supervisor at Staples, gave me WRONG information regarding it's availability at the local store. Staples has refused my request and offered a $100 gift certificate as "good faith" attempt to resolve my issue. Had I did anything wrong in this transaction, I may have considered this offer, but I did nothing but trust the information posted on Staples.com. Staples' "good faith" offer is unacceptable.

This matter will remain unresolved. I will never do business with Staples. Their treatment of this situation has been disasterous. I am writing this report simply to share my experience.