On Saturday, we dropped off the pages I printed at your store. It was my big girls' language arts course. Your staff said come back in an hour, which we did. Only to find out that the the job was not done at all and we were asked us to return the next day.
On Sunday, when my husband called, Staples said the job was a quarter done. But we took it with a grain of salt, because nothing was ready the day before when they asked us to come back.
And guess what we found out when we came back? They were botched. Completely ruined.
The staff apologized and offered to reprint, cut, and rebind for free.
But the file is on my laptop.
At home.
Another hour and a half drive.
Another disruption we didn't ask for.
The thousand-plus pages I printed?
The hundreds of them cut in half at home?
The hours at my laptop until 4 a.m.?
All wasted!
Because someone didn't pay attention to where they were punching holes?
This mistake was completely avoidable -- a simple moment of focus could have prevented this entire kafuflle.
Free reprinting isn't a solution. It's a band-aid. The real problem is this: a lack of care.
Was the staff distracted? On their phone? Chatting with coworkers?
Mistakes happen. I get it. But this?!
This shouldn't have happened in the first place if someone paid closer attention.
Staples, this wasn't just spiral binding.
It was hours of time, paper and ink wasted.
My family's day/s disrupted.
My trust in you betrayed.
So please -- I beg you! Please take every job seriously.
No matter how small.
Because it matters to your customers.
That should be your store policy. Your staff motto.
P.S.
The worst is yet to come. Going back to Staples for the third time (Monday) was more frustrating than ever.
Another new face. This time, an employee who said he had worked in customer service for 25 years--like a doctor with no bedside manner. Completely dismissive of my frustration.
He seemed irked that I was holding up the line, saying he wasn't being "argumentative". But his actions said otherwise.
People like this always get me. The lack of empathy. The dismissiveness. I felt it deeply.
I was more than just frustrated this time.
I left the store and into the van where my kids were listening to their audiobook. I was clearly upset. My hands were shaking.
Thanks to the compassion of my children, who, unbuckled themselves from their seats and gave me hug and a kiss. Their empathy moved me to tears. I felt seen. I felt heard. Which is the exact opposite of what your staff with 25 years of customer service experience made me feel. Like I was small. Voiceless.
What kind of customer service is that? read more
