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Our small office ordered two products from Office Max's website: a drum for a Brother printer and keyboard shelf.The drum was an industry knock-off -- it took Officemax's delivery system over a month to get it to us.

We got frustrated and ordered a Brother drum through them and got it in two days. Then we ordered a replacement for a keyboard shelf. As we needed this right away, we called Customer Service (CS) after two days after we got no status on it. CS advised the item was back ordered with the manufacturer and we would not get it for about a month.

Frustrated again, we cancelled the order and went to Office Depot's website; found a suitable equivalent; ordered the keyboard shelf and got it the very next day. In the mean time the cancelled order for Office Max remained in limbo. We called daily to find out about the cancellation status. Four days later the CS rep advised the cancellation request did not reach the manufacturer in time and they shipped the keyboard shelf.

Furious, we demanded that instructions on how to return the order immediately on receipt. The CR Rep apologized and said only the manufacturer could provide those instructions. She would sent an email to them and we'd hear from with the instructions. Two days later we got the now unneeded keyboard shelf.

We called Office Max's CS again. The Rep checked the notes to find the previous rep had not marked the cancellation with high priority.

This one did and followed up with an email that we'd hear from the manufacturer with 48 hours.We still aren't resolved, but I'd advise anyone to be wary of Office Max's online ordering system - they apparently have very poor communication with their contracted manufacturers and their distribution system really sucks.

Monetary Loss: $80.

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