Staples

The Staples Wilmington, Delaware store is a fabulous store. The reps are quite helpful and accommodating. But, I must say the Store Manager is fabulous the way he handles any customer issues. He is to be commended.

- Barbara A. Braciale

I've used this location countless times and always had good experiences and received quality production until last week. And even then, this negative review is entirely because of Chris, a manager in the printing department. Long story short, I placed an online order via Staples last Thursday and had it delivered to a client in the area. Upon arrival, it was discovered the order was completely wrong. It was all double-sided and had a bunch of blank pages in the middle of the stack when it was supposed to be 64 single-sided pages. Not a big deal, mistakes happen. Staples was closed by that point so reordered elsewhere with rushed delivery. I called the next morning to explain what happened and was put on the phone with Chris. He immediately told me I needed to go through Instacart because they delivered the order. He told me I needed the Instacart receipt. I told him all communication I had was through Staples because I placed the order with Staples and at no point used Instacart. He insisted I had "lost" the Instacart receipt in my email and I needed to find it and go to Instacart for help. I gave him the Staples order number, but he said he can't do anything to help me without me coming to the store. I said I don't live in the area, but I'll come in sometime next week and he said "OK, but I won't be able to help you if you don't find that Instacart receipt." After 15 minutes of back and forth, I pointed out that the thing that bothered me most was that at no point in 15 minutes did he offer any type of apology for messing up the order or for the inconvenience. He paused and then said "Do you want me to say I'm sorry now? Will that make you feel all better?" At that point, I told him he was "an absolute jerk and the most unprofessional person I've dealt with" and he responded "Honestly, I've just been looking for a way to get off the phone the last 10 minutes." So I went into the store a few days later and Steve (store manager) was incredibly helpful and apologetic. He also didn't seem surprised at all when I told him about my experience and who it was with. Chris eventually came over to help with the refund and literally started the conversation with "You find that Instacart receipt yet?" Well, little did he know, I had talked to both Instacart and Staples HQ about the process and they both confirmed that Instacart does NOT send any receipts or documentations when the order is placed via Staples. They only send receipts when the order is placed on Instacart directly. Instacart had no part in the process and their only communication is with Staples as a third-party. When I explained that to Chris, instead of acknowledging his mistake or apologizing, he pivoted to "Well, I pulled your order info and we got it right. You ordered single-sided." He said that with my order sitting directly in front of him, so I picked it up and showed him that everything was DOUBLE sided. If he had taken even one second to look at it, he'd know it was wrong, but he was so focused on telling me all the ways I was wrong. At that point, he didn't say another word until he finished processing then refund, then had the audacity to say "And I believe you wanted an apology, so I'm sorry for the confusion." I will never place another print order at this particular location because of Chris. Messing up the order was one thing, but the way he handled it, took zero accountability and became extremely rude was enough for me to not go back. Steve was very friendly and accountable, and I appreciated his assistance.

- Paul Casella

I went to Staples for my first Amazon return. Thankfully the staff went out of their way to keep the line moving. They asked us if we were here for shipping, etc., while they were also helping other customers. This was right before Christmas so you can imagine how chaotic the stores were. I thanked them, because I was in the wrong area and even though it was my own fault, for not seeing the floor directions, it was an aggravation I didn't need at Christmas. Thank you Staples staff @ Concord Pike, Wilmington De!

- Cindy Q

Amazon returns here are super easy/convenient. The employees at Staples are always helpful, not pushy. The selection of file cabinets is limited, due to floor space, but I can go online for more choices if I want.

- Gwen Miriam Sigler

My recent visit to purchase a laptop was very easy. The associate was helpful and answered my questions. If he didn’t know the information, he reached out to the manager for assistance. It was a very pleasant experience

- Diane Lockard