SO, today, I got the biggest surprise, and it wasn’t a good one. I have been a dedicated customer of Office Max for a while now, especially since the first time I ever went in there for business cards, the guy in the Impress section bent over backwards to help me. Since that day, I’ve gone back there three times myself, and sent many many people over there just raving about the excellent service. Well, today, I’m not raving, but rather, ranting. It’s not about the local store though. I still have pretty darn good service there, but I’m debating ever going back because of my experience this afternoon when calling their customer service line. I even went in there early this afternoon to order cards for an upcoming conference this month.Â
Well, when I got home, I checked the mail, and saw a mailer with a different account number than what I’ve been using in the store. It didn’t match anything that I had every used. I decided to try logging into my account, and received a screen telling me to call their 800# for assistance.Â
I called, and spoke to a customer service agent. She told me that I had two accounts, and when I asked her to delete the account that didn’t have any activity, she told me that neither of the accounts were showing any activity. I told her that couldn’t be possible as I have at least three orders for business cards alone. She couldn’t find them. She put me on hold and asked a supervisor about why they wouldn’t show, and was told to tell me that Impress purchases do not count. I thought that was odd because I remember a promotion where they offered extra rewards points with any Impress purchase a few months ago. I went back to the OfficeMaxPerks website to check their Terms of Service for what was allowed. and here is what I found:
Qualifying purchases are any products or services in our stores, catalogs or web siteÂ except forÂ computers, gift cards, sales tax, purchases with a Retail Connect card, purchases made prior to the date of enrollment, and purchases made with your MaxPerks rewards.
I read that to the CSA word for word, and she agreed with me that it sounded strange, but insisted they weren’t going to give me credit for my Impress purchases. It was at this point that I asked to speak with a supervisor. I wasn’t even upset yet. No, I didn’t get upset until I spoke to “Karen the supervisor”.Â
Karen came on the phone and didn’t seem like she even wanted to listen to me. When she spoke to me, I felt she was very demeaning. I explained to her that I somehow had two accounts, and she interrupted me with “Well, you aren’t supposed to have two accounts.” Â I know that. That’s why I was calling. I told her that I was calling to fix this issue, and all I wanted was the account with no activity deleted. This is when the CSA told me that neither account had activity, and I was questioning how that could be since my card had been scanned for all purchases. Then she says to me in a snide voice “Well, have you looked at your account yourself?” No, I couldn’t log in, which is what brought me to this phone call in the first place.Â
She argued with me over whether or not my card had been scanned. I assured her that it was. I always verified as soon as my receipt is handed to me, and before I left the store that the bottom of the receipt had my member ID on it. Each one did have it. My mistake was not filing my receipts because now, I’m not going to get credit for anything. Even though I can verify that I purchased the cards there, and can get my card statements matching the date of purchase to the date on the sticker on the box of cards. She tells me that she can’t do anything else for me. Now don’t you think that Office Max should be able to do something, since my card was definitely scanned at point of purchase? If I’m willing to send in bank statements and copies of the label on my business cards, don’t you think something could be done?Â
The statement that took the cake with me though. “Well, you DO know that you have to have $500 worth of purchases to get any rewards, right? Three business card purchases won’t matter in the end. You won’t have enough.” First off, you don’t know how much I planned on spending in the next two and a half months there. Honestly, speaking to me the way she did, and the lack of willingness to help has totally turned me off from going back there (‘cept to pick up my completed cards). I am currently in the process of looking for another custom printing place to make my business cards for any future orders.Â
I really debated writing this post, but in the end, I think I was more about letting everyone know that I feel customer service is key. No matter how big your company is. I used to work for FedEx, in the call center. We had to take classes before we were allowed to take phone calls. Working there, I gained a major respect for anyone that works in customer service, and I always worked to find a way to help out the customer in some really interesting situations. I gained a lot of dedicated customers this way. Thanks for listening to my experience, and I hope that Office Max can help others in the future, unlike the way they “helped” me.
Â Â Â UPDATE: So.. I got an email from their Customer Relations Manager, very apologetic, and asking if we could talk on Monday… She said someone would call me Monday after 2pm.. and well.. it’s now 2:58 and I haven’t heard anything.. Hopefully I’ll have some good news to pass on… If not, I’ll be blogging it ’till it’s resolved!