Staples "Easy Rebates" Seem Designed To Make It Easy To Screw Over The Customer
I only buy paper when it's on some sort of big promo.
For example, there was this New Year's promo at Staples, making a $49 box of paper $19.99, after rebate.
That "after rebate" bit is the key part.
I've had ridiculous problems with Staples in the recent past, but I have an account with them and "rewards" and I saw this promo and decided to give them another chance. Bad idea (although I tempered it by taking a screen shot of the promotion, just in case).
First of all, instead of sending you a check like they used to, Staples sends you a pre-paid VISA card. You end up not knowing how much is on it and letting the $2 and change or so left go to waste, like I did the last time. This pisses me off. (This does not create customer goodwill, in other words -- when I'd see that card in my wallet I'd think about being screwed over by Staples, if in a small way.)
Next, rebates seem designed to keep the customer and the promised money separated. For example, when you order something online with a rebate attached -- one called an "easy" rebate -- it isn't unreasonable to think that the rebate would go through automatically. Nopers.
I realized this morning -- almost two months later -- that I'd never gotten my rebate card. Grrr. I called Staples and it turns out that you have to read the order -- down to the bottom of the order -- where it tells you that you must submit the rebate online to get the card.
Now, I'm sure busy businesspeople other than me don't see that and don't think about the $30 card they never got. Win-win for Staples! They use this complexity to make a customer pay the full price instead of the promised promotional price, while probably getting a slew of customers to order based on the promised savings.
In my case, after waking up at 5 a.m. to work on my book (which I do daily -- only way I'll make my deadline, sigh), the bug entered my brain around 8:15 a.m. that I'd been screwed. Well, I need to have a certain mental calm to write, so there was nothing to do but to get this out of the way. So, I got online, got on the phone to the wrong department ("rewards!" instead of "easy rebates!") then got to the right department, only to have the woman's phone line go all weird. I called back again and the guy told me I had to submit a rebate even though I'd ordered online.
Again, in order to know this, you have to open the email about your order, and not only look at the charges but scroll down to a message on the bottom telling you that you have to submit a rebate request online.
Easy Rebate(s) available: Submit your rebate online at www.stapleseasyrebates.com.
I submitted mine today (they give you until March 4 -- probably in case you figure it out like I did). After I did, I was still furious at how they seem to design this system to screw people, and wrote this blog post to get it out of my system before going back to my book- and column-writing.
I'm going to look into other office supply places to order from in the future. Anybody have a preference of office supply sources with promos on paper from time to time?
Related: Meg Marco from Consumerist on rebates:
Rebates are a huge point of controversy. We tend to be against them because they are designed to screw you, the consumer, out of money.
And at Wise Bread, Andrea Karim writes:
The idea behind a rebate is that if the company can make it as hard as possible for you to claim your money back in a reasonable amount of time, eventually you will give up, and they will keep the full price that you paid for whatever it was that you bought. This works really well - rebate redemption rates are very, very low.
Nice way to keep up the customer goodwill Staples. See that fluttering? That's me waving goodbye to your company.
And in my (single) experience, those Visa cards do not work.
A stunning invasion of privacy as well: What I spend that money on is none of their beeswax.
Good one, Amy.
Crid [CridComment at gmail] at February 28, 2013 9:27 AM
I've rarely had problems with rebates. In fact, I think I got almost 100% of my rebates though in one case, the cheque got lost and they said that to resend the cheque it would be like reprocessing the rebate and hence it would take another month. And a month later, I got the cheque as well.
Samsung was always sending rebate cards rather than cheques, but I found it easy to spend the $30 on my weekend grocery which always used to cross the amount of $30. Of course, we also have the option of going to the bank and swiping it and depositing the money in our account, but I never did have to use that.
It goes without saying that companies do try to make it hard to get rebates, but they are not so hard as to actually be impossible to get. The only one which was really hard was t mobile where I had to activate the service on the same day that I received the phone and there had to be someone to receive the phone, but even in that case, I managed to do it and get the rebate.
Guess I was so jobless that I was actually keeping track of rebates rather than doing real work in my IT company. The customer still liked me though and they did think I was good at my work.
Redrajesh at February 28, 2013 9:34 AM
Amy Alkon
http://www.advicegoddess.com/archives/2013/02/28/staples_easy_re.html#comment-3627549">comment from RedrajeshThe sneaky thing about this one is that, in order to know to get yours, you have to open your order form they email back to you, read through it, and scroll to the bottom to notice that your rebate isn't just automatically applied.
Skeevy business.
I had no idea that I had to do this until I remembered that I hadn't gotten any rebate and called and the guy on the phone made this clear. I'm guessing they have whole teams of people to deal with the angry people who realize they've never gotten their rebate card.
Amy Alkon at February 28, 2013 9:44 AM
Amy Alkon
http://www.advicegoddess.com/archives/2013/02/28/staples_easy_re.html#comment-3627559">comment from Crid [CridComment at gmail]And thanks, Crid. And you're right on the invasion of privacy - which I traded for the savings, though I really resent that, too. (I am not a "member" of my supermarket for that reason. I have the clerk use her card or have another shopper use theirs to give me the discount -- which means the other shopper reaps the "rewards" from its use.)
Amy Alkon at February 28, 2013 9:52 AM
That reminds of the Dilbert cartoon in which the company was charging $1,000,060 for a product with a $1,000,000 rebate, and all they had to do was wait for one customer to not do the paperwork correctly.
Fayd at February 28, 2013 9:53 AM
Also, you've thoughtfully reminded us to use the delicious word "skeevy."
Crid [CridComment at gmail] at February 28, 2013 9:56 AM
Costco? $19 incl. shipping... but I don't know the case size you were using. This is 5 ream, which is good if you need a medium rather than large amount [they also have 10 ream for $35]:
http://www.costco.com/Costco.com-Copy-Paper-Letter-20lb-92-Bright-2%2c500ct-CS1-677772.product.11766030.html
dunno, based on the very specific things I buy at costco, I save 4-5x the amount of the membership, but i know for a lot of people their mileage varies.
OTOH, WallyWorld for Large 10 full ream is $32 incl. shipping:
http://www.walmart.com/ip/Georgia-Pacific-Letter-Size-Copy-Print-Paper-Case-of-10-Reams-500-Sheets-Per-Ream/14138977
Dunno, I'm one of the goobers that finds a reasonable price and figures that chasing the rebates and stuff isn't worth it in the longrun... though I usually have good success with MicroCenter rebates, because they do the work for you except putting it in the mail.
SwissArmyD at February 28, 2013 10:10 AM
I don't do rebates. Tired of wasting my time filling out piles of paperwork, making sure it's done correctly (every rebate seems to have different requirements), and mailing it in, so that MAYBE I'll see a check in a couple of months. That is, if I haven't fucked up their paperwork requirements, if they haven't lost my paperwork, and if I didn't accidentally identify the rebate envelope as junk mail and tossed in the trash.
A couple of companies will actually complete the paperwork for you and mail it in, if you give them a stamp. That's the only time I do rebates anymore.
Meloni at February 28, 2013 10:14 AM
I hate rebates. Not just because they are notoriously difficult to redeem, but they seem counterproductive in my opinion.
I almost never pay full price for anything anyway so a rebate would be pointless for me. The way I look at it is if a company afford to do the rebates and that's their way of giving a "benefit" to a customer, why not just discount the item temporarily and be done with it? You know, have an actual SALE... the company is still making money, the customer is getting the product they want or need at a lower rate, and the company is maintaining customer goodwill by not giving the customer the run-around. It's a win-win.
I don't mind having to give my address and phone number so much for the membership programs so much as I do actually get some pretty awesome discounts for it. If I get spam mailers to my email, I simply unsubscribe. They aren't asking for information that isn't already a matter of public record so it's not like it's really a gross invasion of privacy for me. If they asked for my social security number, I'd just decline.
Sabrina at February 28, 2013 10:24 AM
Seems like Amazon could help.
Still not sure why you must print so much. I have 3 apps plus IE and Lotus Notes open at the same time to modify documents based on tech papers and drawings, and paper slows that process by a factor of 5 or more.
Radwaste at February 28, 2013 10:36 AM
I don't mind giving my zip code at check out, but I can't stand the other stuff. I no longer sign up for memberships, I don't give out my phone number, email address, etc. I hate being shaken down for my information every time I buy a pack of gum. It wastes my time and it inundates my voice mail and email with unwanted garbage. Some clerks understand this; others need to be more firmly told.
I don't like shopping. If I'm shopping, it's because I need something to keep me from being hungry or naked. I don't want an "experience" from the store (had to throw in the unnecessary quote marks); I just want to get my shit and get on with my life.
Meloni at February 28, 2013 10:56 AM
Amy Alkon
http://www.advicegoddess.com/archives/2013/02/28/staples_easy_re.html#comment-3627651">comment from RadwasteStill not sure why you must print so much.
So my writing doesn't suck is the short answer.
There's a long, boring answer explaining the ADHD brain, vast volumes of information, how it's better to edit something off the computer screen for some people, and how I sometimes read 20 studies for a single column, but I'll leave that to the imagination.
Amy Alkon at February 28, 2013 11:03 AM
Dunno, I'm one of the goobers that finds a reasonable price and figures that chasing the rebates and stuff isn't worth it in the longrun...
Me too. Rebates are a pain in the ass, and when I do the math (how long it takes to process vs. how much money I get back), there's almost always a more productive use of my time.
MonicaP at February 28, 2013 11:06 AM
Amy Alkon
http://www.advicegoddess.com/archives/2013/02/28/staples_easy_re.html#comment-3627659">comment from SwissArmyDCostco paper case size for $19 is very small. Maybe even half-sized. Their paper isn't cheaper -- believe me, I've checked.
And as you say, SwissArmyD, I often will realize that rebate chasing isn't worth it, but $30 is a lot of money, and it isn't unreasonable to assume that ordering a rebate item online would automatically qualify you for the rebate.
What's amazing is how I used to love Staples. I built my business there, in their copy shop, at the Staples near my house. They've destroyed it in a few years with the way they've turned from a friendly business that seemed to care about the customer to a business trying to trick their customers. Icky.
Their corporate culture has turned ugly. I'm guessing this is best for short-term profits. In losing me to try to screw me out of $30, they're ending up losing hundreds of dollars a year. Genius.
Amy Alkon at February 28, 2013 11:09 AM
Amy Alkon
http://www.advicegoddess.com/archives/2013/02/28/staples_easy_re.html#comment-3627660">comment from Crid [CridComment at gmail]Love that word, "skeevy," Crid.
Amy Alkon at February 28, 2013 11:09 AM
I remember when I first encountered the term "instant rebate" and how ridiculous it seemed, but I guess "instant rebates" do have their advantages.
Kevin at February 28, 2013 11:34 AM
Amy Alkon
http://www.advicegoddess.com/archives/2013/02/28/staples_easy_re.html#comment-3627707">comment from KevinYeah, like retaining me as a customer.
Amy Alkon at February 28, 2013 11:49 AM
Rebates, in my experience, have been kind of hit or miss. More miss than hit though. Far too many times, as Meloni said above, I haven't filled out the paperwork "properly" whatever the eff that means.
Look, jerks, I sent you my receipt - that should be enough "proof" that I bought the goddamn thing, no?
And then they use MY postage-paid envelope to send a letter back to me stating sorry rebate not valid due to paperwork problems.
So, yea, unless it is an on-the-spot price reduction it isn't worth my time or effort.
Charles at February 28, 2013 3:09 PM
Amy Alkon
http://www.advicegoddess.com/archives/2013/02/28/staples_easy_re.html#comment-3627893">comment from CharlesName names of the companies that are scummy on these rebates.
If somebody advertises "savings," I don't want to shop with them if their MO is to trick people out of actually taking advantage of them.
Amy Alkon at February 28, 2013 3:37 PM
I have been declined rebates from Farberware, a contact lens company (would need to check the brand), Sprint, and another company whose name I forgot, but purchased the Flash drive from Staples.
I'm not familiar with the website listed below, but it lists some tips from Consumer Reports on what to avoid when buying products with rebates.
http://ethicsalarms.com/2010/05/23/rebate-ethics/
Also, some companies have great replacement practices. I have an Otter Box phone case, and although they are expensive, I still buy them because they replaced my broken one quickly and with minimal time invested on my part. Had the same ease of replacement when Timex replaced my ex-husband's watch, which had been mercilessly dispatched by my 5 lb Pomeranian.
Meloni at February 28, 2013 6:16 PM
Amy Alkon
http://www.advicegoddess.com/archives/2013/02/28/staples_easy_re.html#comment-3627997">comment from MeloniHad the same ease of replacement when Timex replaced my ex-husband's watch, which had been mercilessly dispatched by my 5 lb Pomeranian.
Wish I coulda seen that!
Amy Alkon at February 28, 2013 6:22 PM
It's pretty funny to watch the little guy. He's 5lbs but acts like he's as big and bad as a Rottweiler. When he growls, it sounds like he's gargling water.
Meloni at February 28, 2013 6:34 PM
Amy Alkon
http://www.advicegoddess.com/archives/2013/02/28/staples_easy_re.html#comment-3628014">comment from MeloniLove that, Meloni.
Amy Alkon at February 28, 2013 6:41 PM
Just bought a car....in Japan. No rebates, but a 10 percent discount for cash. Very nice clean little Nissan with only 30,000 km on the odometer, and about half the price it would sell for in the US. Scary getting used to the right hand drive though.
Verizon used to pull the rebate crap, but now to keep my unlimited data plan, I had to buy my last phone from Amazon. They are getting so good, and so cheap, there is no need to play the rebate game.
Isab at February 28, 2013 7:10 PM
This is the same reason that restaurants love to sell gift cards -- typically, only about half of them ever get redeemed. And even for the ones that are, there's considerable float between the time the card is purchased, and the time it's redeemed.
Cousin Dave at March 1, 2013 6:45 AM
I hate staples and will never willingly shop there again - after I went in once for a cat5 patch cable and the least expensive one was $20. At Fry's those cables are about $5. highway robbery!!! I usually shop at office depot - their paper prices seem reasonable and they go on sale sometimes (I don't buy enough paper to pay specific attention), they deliver for free for orders over $50, and their rewards system is to send you an office depot gift card once a quarter and you can use it straight on your next order no problem. I did have some binders that I was unhappy with, and they fixed it the next day. The online ordering is the only way to go.
chickia at March 1, 2013 7:41 AM
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