By B.L. Ochman
Yesterday, when I came back from my second trip to a Staples store, where I tried to solve a problem caused when Staples.com sent me the wrong ink for my Canon printer, I described what happened on their Facebook page. They deleted the post.
I posted on their Facebook page again today, just in case the deletion was accidental. It’s gone again. But this time I took a screen shot. (above)
I was annoyed because instead of being able to make a simple purchase in one transaction, I had to go to the store, call Canon to find out why the printer still wouldn’t work with the ink that replaced the wrong ink sent by Staples.com, and then go back to the store to buy the correct ink that I should have been sold the first time around.
I Tweeted about it. I have a lot of followers on Twitter. @Staples Tweeted back, but did nothing to solve the problem.
My issue is basically about a $15 charge I think I deserve not to pay because ineptitude on the part of Staples staff, both online and in the store, made me waste many hours of my time and caused a lot of unnecessary aggravation.
Staples social media failure
At this point in the evolution of social media, a company who thinks they can use Facebook only as a broadcast medium for thinly veiled press releases is deluded. That’s as ridiculous as the forced “Likes” that so many companies mistake for engagement.
Here’s the bottom line: I don’t want to have anything to do with Staples again. They blew it. And they had the chance to turn me into a loyal customer. But obviously, they think $15 is too much to pay to keep a customer.
All in all, not valuing a customer – especially in this fragile economy – is sad, silly, and, well, stupid of Staples.
