What is going on with Staples customer service? I went to two Staples stores in south OC California to purchase a new office furniture set. In the first store, my wife and I spent 20 minutes in the furniture section and had to grab the attention of the manager, even though there were at least 4 other employees not attending other customers - we were completely ignored. The manager finally walked toward me only to take a phone call with no "I'll be right with you" or any other words. We then drove to another Staples and informed a salesman we wanted to buy a furniture set. After waiting 15 minutes, I had to seek him out elsewhere in the store, where he and the store manager said, "Oh yeah, you have to order that online." Again, there were at least 4-5 employees present and virtually no customers. When I asked to buy the furniture on display I was told, "sorry." In both cases, the employees seemed they could care less about customers or their jobs. This was the lousiest retail experience I have ever had.
Actually talked me out of buying a machine, anti-virus, microsoft word,etc... I just came back from a staples store they had a HP Pavilion P6310 Desktop PC on sale with AMD Athlon™ II 630 Quad-Core Processor 6GB installed memory 1TB hard drive SuperMulti DVD Burner with LightScribe Technology Monitor sold separately High Definition Audio with up to 7.1 surround sound capabilities 15-in-1 memory card reader Includes HP USB keyboard and mouse Dimensions 16.85"(L) x 6.97"(W) x 15.32"(H/D Microsoft Windows 7 Home Premium 64-bit 1 year warranty My main use would be to surf web, word processing, some excel. I was told that this machine(processor) is made for graphics that I would have better performance with an intel processor which of course costs $150 more. I walked out of staples with nothing!
I am sure that you knew that an Intel processor would have better performance than the AMD Athlon before you walked into the store. I bet you also knew that for light work like "to surf web, word processing, some excel" the advertised computer would be perfectly fine. So the question is why did you walk into Staples to begin with? Did Staples advertise a computer that was not in stock? Was there anything misleading about their offer? When you walk into a Chevrolet dealer you can buy an Aveno Sedan starting at $12,000 or you could buy a Malibu starting at $22,000. I think that the Chevy sales rep would tell you that you would have a better ride in the Malibu. The Staples rep doing his job said that the Intel processor will provide better performance. My guess is that you never walked into the Staples store and it just made you feel good to write a negative post.
Staples store manager's bonuses and evaluations are tied directly to their stores customer service scores. Even if they make sales budgets, if they do not achieve customer service goals, they lose.
However, the payroll they have to work with is low and the amount of tasks that need to be preformed on a daily basis is high.
Still no reason to ignore customers though.
I do not know if the employees you saw were actually busy working on projects, or just standing around, but either way the managers in the stores you went to are throwing money away by allowing their stores to run like that.