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Staples - Staples Rewards Never Received
Posted on Tuesday, July 6th, 2010 at 8:26am CDT by 2fb5b75f
Product: Staples Rewards Program
Location: 500 Staples Drive
Framingham, MA, 01702, US
I never received Staples rewards for purchases made earlier this year. When I complained via "Live Chat" I was told they mailed me a reward coupon and couldn't reissue it since it had expired. When I pointed out that I was never notified of the expiration date since I never received it, I just got the same response. The agent also could not refer the case to a supervisor.
They also have very limited customer service hours and no email address that I could find.
9:07:14 AM : Connected to chat.staplesrewards.com
9:07:14 AM : Session ID: 26369
9:07:14 AM : Nate Johnson: Initial Question/Comment: I never received rewards for purchases early this year (January or Feburary). There was a promotion with 100% of purchase price for certain items in Staples Rewards.
9:07:19 AM : Welcome to Staples Rewards Live Help!
9:07:19 AM : A Customer Service Agent will be with you shortly
9:07:19 AM : Amber H has joined this session!
9:07:20 AM : Connected with Amber H. Your Reference Number for this chat is 26369.
9:07:30 AM : Amber H: Hi Nate. We will be happy to look into that for you. One moment, please.
9:07:39 AM : Amber H: What items are you referring to?
9:08:20 AM : Nate Johnson: I can't remember exactly, but I have never received any staples rewards coupons or vouchers at all.
9:08:40 AM : Amber H: Please verify your current mailing address.
9:08:47 AM : Nate Johnson: 745 Hunter Street
9:08:54 AM : Nate Johnson: Tallahassee, Florida 32303
9:09:09 AM : Amber H: That is the current address we have on file.
9:09:44 AM : Amber H: During January, you earned a standard Reward in the amount of $33.40. This Reward began mailing on February 15 and expired on April 30.
9:09:57 AM : Nate Johnson: I never received it
9:09:57 AM : Amber H: Staples Rewards, like coupons, are time sensitive and must be used before the expiration date. Once a Reward goes past the expiration date, it's no longer valid and it can't be reissued. Since your January Reward has expired, we are unable to reissue this Reward to you.
9:10:34 AM : Nate Johnson: I was never notified of the expiration date since I never received it. I did not have a chance to use it.
9:10:55 AM : Amber H: Staples is not responsible for lost or misdirected mail.
9:12:10 AM : Nate Johnson: Can you please refer this case to your supervisor?
9:12:45 AM : Amber H: Since your January Reward has expired, we are unable to reissue this Reward to you.
9:13:12 AM : Nate Johnson: Can you please refer this case to your supervisor?
9:13:55 AM : Amber H: Supervisors are unavailable via Live Chat.
9:15:42 AM : Nate Johnson: I'm sure you have a script that tells you what to say, so it's not your fault, but this is deeply unsatisfying and I intend to shop at Office Depot from now on.
9:16:15 AM : Amber H: We understand this can be frustrating and apologize for any inconvenience this may have caused.
9:17:14 AM : Nate Johnson: Must not be any fun for you to have to say these things. Have a good day anyway.
9:17:53 AM : Amber H: Have a great day!
9:17:53 AM : Amber H has left this session!
9:17:53 AM : The session has ended!