Monday, April 28, 2008

OfficeMax Sucks

This warrants a post all on its own. The negativity of dealing with them is inside me so I thought I would release it to the world.

We bought some office chairs from OfficeMax a few months ago. Within about a month, or a little over a month, one of them broke. The plastic on the arm rest snapped and rendered the entire chair useless, since so much of it seemed to be supported by the arm rests. if you sat on it, it was crooked and the back of the chair sagged.

When we got a chance, we took it back to OfficeMax. Considering I'm restricted from lifting anything, I had to wait for a weekend when Dave was free so we could do this together. It wasn't much after their "30-day" window for returns.

They refused to return our purchase. The chair was about $150 and for such little time it really should have held up better. I'm saddened that OfficeMax will not back up the products they sell. I suppose we could have paid a stupidly high amount for an extended warranty on the chair, but really, we didn't think the chair would break so soon. When the warranty costs about 1/4 the price of the chair, is it really worth it? Plus, being pregnant with twins and all, not only should I not be lifting this chair, I shouldn't be dealing with the stress of it, nor should we be spending extra money on extended warranties that are not advisable by even the best financial experts. Those warranties are just ways the companies like OfficeMax use to get more revenue for pretty much no work.

Our garbage collection allows us one small bin per week. There was no way we could throw it away ourselves. Also, what a waste! The chair was irreparable by us, but maybe not by the manufacturer. It's such a shame this item may end up in a landfill from just a month's worth of use! We also know that as a company, OfficeMax has better leverage with the manufacturer and can likely get that chair repaired or exchanged, or at least give us some sort of support to do it ourselves.

We left the chair with them at the store with a copy of the receipt and our information so the store manager could call us during her work hours, which happen to be the same as Dave's work hours. We were told that she wouldn't call us, that we'd have to call her. What happened to customer service? We strongly expressed our desire for the manager to make the effort to actually call us - that a simple phone call would go a long way toward redeeming OfficeMax in our eyes. That if we didn't get a phone call, then not only would they lose us as a customer, but that I would write about this in my blog and we would be more than happy to spread our story around, encouraging others to beware of purchases made from OfficeMax.

It has been over 2 weeks and we haven't had that phone call. I can only guess that they sent the chair to their manufacturer and benefited from some sort of refund, leaving us out of the loop and out of our hard earned dollars.

Edited to add: I called their main customer service hotline and spoke with a very nice woman, Diane, who took my report and apologized for the treatment we received. She said she's sending the report directly to the district manager for the store we dealt with and asked the DM to call us back about the incident ASAP. So, the issue we have is with our local store at Paseo de Saratoga in San Jose, CA, perhaps, and not with OfficeMax in general. We shall see, though, how it all pans out. We'll see if we get that call and find out how they can resolve the situation. Brian Pirotti is the DM who should call.

17 comments:

Jocasta and Wayne said...

Office Max does indeed suck! Not being in the states I can't boycott them - but if I could I would. Who needs that sort of service!

Anonymous said...

As a former employee who can write a book on the ethics of OfficeMax's sales schemes that were handed down from corporate when I worked there, I can tell you your experience was out of the ordinary. At my store, I'm not sure if we ever refused a return, unless it was something that was never carried by an OfficeMax store (you get customers like that). I know it would have been difficult to get a refund after 30 days, but explaining your situation would have probably gotten the manager to grant it. But where I worked after 30 days even the cashier would have had the power to exchange your broken chair for a new one or given you a gift card in the amount of the purchase as a refund.

Anonymous said...

Too bad, but your experience is becoming increasingly common at OfficeMax... they are fanatical at selling the extended warranties and put extreme amounts of pressure on the associates to sell the damn things... nearly 100% margins on most of them..

Regarding your chair, you should check the manufacturer's warranty as most chairs sold by OfficeMax starting this year (2008) come with 5 - 15 year manufacturer's warranties... contact them directly and they'll help you...

Good luck to you and congratulations on the twins..!!!

tommy said...

Went into Office Max at the plant In San Jose ca on 1/15/2010 4:36 P.M Purchased a Vintage Corner desk For about $180.00 cash I noticed that the box was a little beat up so I asked the person in charge if she thought it was ok. I mean, not damaged she assured me that it was fine and that if in fact it was damaged I could just return it without any Problems (nice lady)
I asked her if I was to bring back the damaged parts or the whole thing, Being that it was very large and heavy.
I was told that I had to bring back the whole thing well that being said everything was covered I thought. Paid cash and took it to Install In Livermore Ca. for a very nice 81 year old lady. Dismantled old Ikea style with hammer threw it outside in a pile. Began to open the box with brand new desk From Office Mac in it. Owe gwad a flush fell over me, Wide eyed I looked at what I thought was the top of the desk, deep scratches huge chips every where, I so hoped it was the bottom of the top I was looking at, turned it over (shit) it wasn't. This thing was a mess it looked worse than the one I had just removed with the hammer. I was F%#@&#.
I immediately called Office Max and asked to speak with the manager.
Thinking that I would go right to the source of power. Avoiding any more wasting of my time to resolve this as quickly and efficiently as possible.
BIG MISTAKE. Customer service at Office Max takes the service right out of the equation first I was met with suspicion then distrust then disbelief
Four times the manager suggested that I was trying to pull some kind of scam on his store He told me that there was no way that the item I had purchased came to me in that condition. Why he himself stocked it and there all factory sealed and anyway people are always trying to do that to him. All right All right I wasn't going to go around the block with guy. I politely told him that I thought this conversation was going in the wrong direction. I had pled my case under the lights, cant hold me for more than 72 hours!
I then asked for his bosses name he said Brian. I said Brian what? His reply was " I am not allowed to give that out" I said Waaa--- ugh... ok thanks. I'll take care of it. And I hung up. Will be calling Corporate HQ. Welcome to the big box companies

Anonymous said...

The warranty would have been 20$ for 3 years.

a chair of 150$ that would have been
13% nowhere near 1/4th the cost of the chair as you claimed it to be. I have no sympathy for you because you are cheap and bad at math.

You would have received your money + tax back if you had purchased it.

Anyway on an unrelated note I always lol at fat people who buy cheap chairs much to small for them and they dont want the insurance.

You are probably the type who says Im never shopping there again. I thought I should mention that no one cares. If you had come to my store we would have exchanged it for a new one anyway.

Lizzybo said...

Interesting. I don't recall being offered such an inexpensive warranty, but then it was years ago. I like getting my usage of a product and have never regretted not purchasing a warranty before. I'm also not in the habit of returning purchases. Most of my purchases last much longer than any warranty would cover, anyway. Besides, the chair itself was covered by the usual defect warranty. No big.

Are you in the habit of calling pregnant people fat? I was well under the weight restriction listed on the chair's specs. The chair was poor quality.

My complaint was with how the clerk at OM handled my issue.

PS. If you read the next post you'll see that the situation was remedied very well. :)

Anonymous said...

Heres a couple of things I will say. I work at officemax as a sales associate. A couple of things you should have done. For one if you were not offered the extended warranty or what we like to called "Replacement Plan" because it doesnt scare customers off then someone at that officemax didnt do there job. It woulda costed you like 9.00$ to cover it for 3 years. However on that note even with the return after 30 days they should have still put the money on a gift card that you could have used at the store (thus letting you buy another chair) thats the policy at our store in ga. However, I wont lie to you officemax are a bunch of sketchy people. My manager has made me lie to customers who are purchasing things such as laptops. She makes me tell them we are out of stock if they are not purchasing our extended warranty with it. Which I am very uncomfortable with doing. We dont make jack off comissions so it doesnt benefit me regardless. Office max 149.00 off a laptop warranty package and I get like 2.00. However if I do not lie I will lose my job. I suggest no one ever work there nor purchase from there and if you do tell them to bring a scanning gun over and show you the "On Hand" of the laptops. The extended warranty isnt a bad thing on a laptop or any type of electronics at all. But i think its stupid on a 9$ flash drive. Sorry to say but the officemax you went to did something sketchy probably because you didnt purchase the warranty.

Anonymous said...

I said on an unrelated note, so if you could follow along with that, it means I wasn't talking about you.

I was referring to the fat people who do shop at our store, buy a chair that wont support their weight and refuse to purchase the warranties.

basically chairs are as follows

0-99$ = 9.99 for 3 years
100-199 = 19.99 for 3 years
200-299 = 29.99 for 3 years

not bad really since any chair less than 300$ is going to be "cheaply" made and probably fall apart.

You get what you pay for, if you want a very nice chair that's not going to fall apart at normal usage its going to cost you at least 600$ and you wont find it at a retail office supply and that includes staples and office depot.

I am not saying that extended warranties are good in all cases, in fact in most cases its a bad idea to purchase one depending on the product/manufacturer. However in certain product categories like chairs or HP printers that seem to have high fail rates its generally a good idea.

Sure you pay 10-20$ more on a chair but at least you are getting 3 years out of it rather than spending another 150$ in 6 - 18 months.

I will say that it sucks working at officemax and you probably should not shop there except out of convenience. By that I mean if you need some printer paper right now then by all means, but dont go out of your way to shop there for items that aren't immediately necessary.

The markup in our store is pretty high and the ink is an outright robbery.

Anonymous said...

as a former employee of officemax.the main corporation should take a real good look at its management in northern new england.Here they will find out what happens to a company when they outsource their work to out side carriers.giving up their best sales people and drivers and now they try to sue the competition.shame on management

Anonymous said...

Is OfficeMax going out of business?

There are always more employees standing around in their stores doing absolutely nothing, and no one is in their stores shopping!

Anonymous said...

Office Max sucks. The geek squad of secret agents and their ear pieces is annoying and laughable.

Need to figure out some good pranks to play on office max

Anonymous said...

officemax does suck

Anonymous said...

I hate Office Max! Their customer service is deplorable. They have great products but their employees are idiots. I swear their job description must say "no personality or charisma please." I went in there last night and bought 60 pencils that were in bundles by the register for 20/$1. No lie the cashier rung them up ONE BY ONE. I asked why she couldn't just scan her bar code in the book and hit quantity. Her reply: "They don't like us to use the quantity button." What? I went to get a project bound at 8:15 only to learn that they close their print center at 8 even though the store is open until 9. Okay, I'll stop now. They just plain suck and I wish their competitor wasn't so far away from my house. I only go there for convenience but I think it might be worth it to make the drive to Office Depot.

Anonymous said...

I hate Office Max! Their customer service is deplorable. They have great products but their employees are idiots. I swear their job description must say "no personality or charisma please." I went in there last night and bought 60 pencils that were in bundles by the register for 20/$1. No lie the cashier rung them up ONE BY ONE. I asked why she couldn't just scan her bar code in the book and hit quantity. Her reply: "They don't like us to use the quantity button." What? I went to get a project bound at 8:15 only to learn that they close their print center at 8 even though the store is open until 9. Okay, I'll stop now. They just plain suck and I wish their competitor wasn't so far away from my house. I only go there for convenience but I think it might be worth it to make the drive to Office Depot.

Joe Anstoetter said...
This comment has been removed by the author.
Anonymous said...

You should of gotten the warranty first of all. I work at office max and I know they push us to sell warranties but for the customer they are worth buying. You knew it was past 30 days so why are you complaining? I can't stand when customers go into our store asking for favors. If we allowed customers to rule us we wouldn't be in business. That's another thing; we are like any other business, we are there to make money. Sell, sell, sell!

Anonymous said...

I hate OfficeMax too! Every time I go into one of their stores there is a poo on the floor. It's so weird. Once I questioned them about it and they just offered me a 29 cent discount on a printer.