OfficeMax "not responsible"

[digiclark]

Placed an order over the internet at officemax.com on Nov 6 for five SanDisk Ultra II 1GB CompactFlash Memory cards. On Nov 8 I receive package - they are the regular SanDisk cards NOT the Ultra II that I ordered. I checked my order to verify, I checked web site again...definitely ordered the Ultra II. Called order number on delivery receipt - girl told me they "must have picked up the wrong ones" from shelf...would send new ones out and have someone deliver them and take back wrong ones. Next morning - Nov 9 - I got email from Office Max...: "Ms. ******,
In regards to OfficeMax order 101990730. I verified on the OfficeMax site that the item 5 x 20223900 flash card is 1 GB. The incorrect artwork was posted with this item number that stated Ultra, and has since been removed. I apologize for the misinformation. Please be aware you have a 30 day return period from the date of purchase if you do not want the merchandise. I apologize for the inconvenience.
Thank you,
Debbie R., Expeditor
OfficeMax, Inc."

I called customer svc. First couple of people were downright unfriendly and kept telling me "they are not responsible" - it was a "typo." In my estimation the wrong picture AND description do not qualify as a typo - even my order receipt showed that I ordered the SanDisk Ultra II cards. Item information was NOT fixed on the web site until approx 1:11pm on Nov 9...I kept checking back. So for minimally three days they have something listed - and now they tell me "it was a typo and we will not honor it." They said I can send back for refund...but this does not fix my problem. Besides, if you advertise something (for minimally three days - even if it was a "mistake") and you are a reputable company, would you not offer the customer something in reparations?
I have since spoken with seven different people at the company, including a person at Corporate Resolutions Team - they stand by "it is not their problem" slogan. I am still waiting for a call back from the CEOs office.

CEOs name is Sam Duncan: 630-438-7800
Corporate Resolutions Team: Bob – 800-322-2713 X6426

Please be aware when buying from OfficeMax that you may not be getting what you think you are getting…and if they “make a mistake” – no matter how large – they won’t care and won’t honor it.

I don’t intend to purchasing form Office Max again!
:mmph:

 

[Faerieglamour]

Wow. That is huge. You should report them to the better business bureau and see if that gets you anywhere. Maybe even take the issue to your local news channel, they sometimes have a reporter that deals with consumer affairs type stuff.

 

[saltshaker]

They're still responsible to you. The company responsible for typo is responsible to them.

 

[ak2005]

I have stopped going to OMAX. I had bought some DVD+R from them and the first 10 were coasters. so i wrote to them and didn't get a reply. so I called and complained. I didn't even say I want refund but was told "we do not guarantee the quality of the product". What I wanted to convey that the product was so bad that anyone would think OMAX carries crappy stuff. Well, turns out, she confirmed my belief.

 

[digiclark]

Wow. That is huge. You should report them to the better business bureau and see if that gets you anywhere. Maybe even take the issue to your local news channel, they sometimes have a reporter that deals with consumer affairs type stuff.

I have since filed a report with the Better Business Bureau...they emailed me to confirm that they have "received" my complaint and are "forwarding it to the company."
Did not get any call back from the CEO's office so on 14th I called again. Debbie Burger - CEO's assistant - said she would have someone from Corporate Resolutions call me......here we go again. Kim Brakenridge from Corporate Resolutions did call me back promptly. Still telling me that they "have a disclaimer on all of their web and print" stuff. I bugged her long enough for her to say that she would talk with Bob again.....and call me back. Have not heard back from her yet (it's the 17th today.) I will call again on Monday. I will eventually get an audience with the CEO himself...or he will receive an endless barrage of emails and phone calls from me every week. I don't realistically think that they will do anything.....but I can be relentless nevertheless - and my main goal now is to make myself heard by as many people as possible....so if you read this post please pass on the info about OfficeMax to all of your friends, family and neighbors!!!!! THANKS!

 

[digiclark]

They're still responsible to you. The company responsible for typo is responsible to them.

That was my main point to start with. I was rather shocked with their reply - I have never had this kind of problem with any other company. Other companies I've dealt with have pretty much at least tried to make reparations when they clearly goofed up.

 

[ak2005]

That was my main point to start with. I was rather shocked with their reply - I have never had this kind of problem with any other company. Other companies I've dealt with have pretty much at least tried to make reparations when they clearly goofed up.

I had bought a WD 300GB HDD FROM Circuitcity about 4 years back and they had an $80 rebate on their website by accident and it had an expiry date in the future instead of a day back. Although am sure CC was set back heftily since a lot of people jumped on that deal, they honored it. They could easily have got away with giving $25 Gift cards and still not be at such a loss but they price-adjusted. I am not sure what the problem with OMAX is but the corporate seems very arrogant to me.