On Sunday, November 19, I purchased two HP laptops from Staples. The cost for both was over $1000.00. On Tuesday, November 29 my son informed me that the screen on one of the laptops was cracked. The same day (two days after the expiration of the 14 day return policy) I attempted to return this to the store where it was purchase. I was advised by the manager, that it could not be returned as I did not have the original box. According to the manager, the refund policy requires that the purchase must be returned in saleable condition with the original packaging.
I had brought the laptop back to the store in the box for the second laptop as the box for this broken laptop had been discarded. I had receipts for both laptops with me and presented these to the manager. He then began to challenge me as to why I had one box and not the other. I have no idea what he was attempting to demonstrate by this confrontation, but it was clear he was trying to imply some misrepresentation on my part. I explained I had one box and not the other. He then claimed that there was no proof that I bought the laptop from Staples. I showed him the receipt. He informed me that this wasn't proof.
He then challenged me as to why I had brought the laptop in now and not sooner. He told me it was not in saleable condition. I pointed out that of course it was not in saleable condition as the screen was cracked. I told him that I brought it in because I'd noticed it was broken. Please note - this laptop is two weeks old. I told him that the only thing that had happened recently was that my cat had stepped on the closed case. His response was "Aha." When I asked him what he meant by that he told me that I broke it. I told him that a cat stepping on a closed case should not crack the screen, unless it was faulty to begin with. He then told me that "These things aren't bullet proof." I advised him that I had not shot a bullet at the screen and that a two week old laptop screen should not crack unless there is a flaw in the manufacture.
He reiterated that he would not accept the return. I asked for other options. He told me there were none. I asked about the manufacturer, and was advised "you can try them but they won't do anything." I asked to speak to someone more senior to him. He advised there was no one senior to him. When pressed he gave me the name of the District Manger, but refused to provide direct contact information for this individual. He told me I had to go through Staples Customer Service.
Throughout, this man's behaviour was not only the poorest customer service I have ever experienced, but he was smug, insulting and ineffectual. I was totally disgusted. I will never shop at Staples again although I have been a customer for ten years or more.
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