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Did you get your toilet paper from Staples?

I’ve been hearing conflicting reports from various people who ordered the Marcal toilet paper from Staples on Saturday. Some of you said you have gotten your order and some of you commented or emailed to say your order had been canceled. There doesn’t seem to be a whole lot of rhyme or reason as to which orders they are canceling and which they are shipping out.

However, if your order was canceled, you might consider calling customer service regarding it. Sarah called customer service and was given a $50 store credit! Here’s what she said:

I ordered Saturday the toilet paper from Staples and received confirmation on the order. Sunday, Staples sent me an e-mail saying they ran out of toilet paper and I would not receive the order or be charged. I called customer service because I received an order confirmation and they are giving me $50 store credit. I’m not sure how many people this has happened to but it seems that customer service sees the error and is correcting it if you take the take to make the phone call. -Sarah

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65 Comments

  • Kacy says:

    Same thing happened to me! I e-mailed them about it, but did not get much of a response. Might try to call–thanks for the tip!

  • Tricia says:

    I experienced the same problem and am waiting for the credit back to my checking account. I think I will call as well, thank you for always looking out for us.

  • Megan says:

    I wish it were that easy for me. I placed the order and my card was charged on Saturday for 3 packs of toilet paper. On Monday, I received an email saying that the TP was no longer available. I told them, oh well, and that I would like a reversal of the charges. They assured me that the charges would be reversed within 24 hours. It’s now Wednesday night and STILL no reversal…I guess I’ll try to call again???

    • rachelle says:

      @Megan,

      I would call and complain big time. If they aren’t giving you the product and haven’t giving you back your money they’re stealing. I would demand the money be put back right then or tell them you’re going to see legal counsel.

  • Megan says:

    I had called Monday and they assured me the reversal would be made within 24 hours. It’s still not reversed. I’d better call again and I will never order from them again, this is ridiculous.

  • Sara says:

    Just called- they were very nice- said it was while supplies lasted and the offer went live at midnight Sunday morning and they ran out pretty fast- no offer for a credit though!

  • Megan says:

    Update: after I had called Monday, no help. I just called a second ago and I got the charges reversed PLUS a 25-dollar gift card being sent to me. I only ordered 10 dollars worth of toilet paper – can’t complain!

  • Ashley says:

    I had the same problem. I called, and they said it was only while supplies lasted. No credit for me…

  • Stefanie says:

    No credit for me either, I just want my checking account credited back. Lady said it should have never got charged because the email I got was to “confirm that order was being processed, not that it was guarenteed”. But I did get charged the 15.88 and it’s still not reversed. I must say that I will never order a deal from Staples again. I am disappointed that they didn’t CLEARLY state it was while supplies lasted. Shame, it was the best deal I have EVER seen on tp. 🙁

  • Jane says:

    I was told oh well we ran out. You were not charged. I was pretty ticked. However they were very nice and hoped I would shop with them again. Not very happy about it.

    • TP Queen says:

      @Jane,
      Yes but what did you want to do about it if they ran out? It was almost next to free so why so ticked esp. since they are crediting it back? I understood and thought yeah for those who got it!

      • Jane says:

        @TP Queen, I’m Sorry I should have mentioned that The reason for being ticked was I passed up two other deals that ended that night and had I not been sent a confirmation I would have bought them. Just disappointed I missed out on a couple of good deals. But your right it was a great deal and I wish I had been one of the lucky ones but other deals will come along later.

  • Steph Hess says:

    I had the same happen I posted about it on my site I may call too. http://www.bargainfun.net/2010/05/staples-runs-out-of-tp.html Thanks !

  • yoko says:

    I called them after receiving e-mail from them. I ordered 7 box of paper. anyway I got a $5 credit. (only?!)

  • Megan says:

    you guys need to demand a credit since the charges aren’t reversed yet – I was lucky to get a nice woman but I was prepared to ask for “compensation for all the trouble” if it wasn’t offered!

  • Lisa says:

    I got a cancellation. The ad did say while supplies last

  • Lisa says:

    I got a cancellation. The ad did say while supplies last, but it didn’t say they were OOS until hours later, still allowing people to order. That’s what makes it even worse.

    But oh, well. It’s just TP. I’ll find another deal. There’s always another deal!

    Thanks for the update and deals MSM.

    • Tiffany says:

      @Lisa, I totally agree. If they sold out so fast, they should have been on top of it and taken the offer down. Hopefully, with enough complaints, they’ll learn a lesson and handle this type of situation better next time.

  • I am also dealing with the charges not being reversed on my bank card! The woman I spoke to could do nothing. If it is not reversed tomorrow, I will be calling again… a bit more forceful this time.

  • Carrie says:

    I have 2 confirmations and my checking account was zapped. I didn’t get anywhere on Monday with online chat support. I called tonight and was just emailed a $10 off an $11 purchase courtesy coupon. I think that is more than fair considering the order was for just under that to begin with. I have never had this happen with any online retailer before. I think they need to beef up their online sales and inventory tracking if they want to keep customers. I was thrilled with the deal and blogged about it too- I will honestly hesitate before buzzing about any Staples deal in the future.

  • Deb says:

    I have returned things in the past and have gotten refunds and credits ALWAYS take longer than debits. The banks choose which amounts and which transactions go through and in which order. For example, our mortgage is taken out on the first, but if that falls on a weekend, they take it out on Monday, but then back date it and it comes out before Monday’s transactions, so I might give it one more day on getting pulled. I don’t think that they are being dishonest in that respect, that is more the individual banks, not Staples. Just my .02.

  • Kristen Deweese says:

    I got the cancellation email but my card was charged as well. On the phone with CS as I type. They can’t seem to figure out how I got charged. I’m not going to beg for a credit but I’d like the money refunded!

  • Kerri says:

    This happened to me, too! I’m highly upset about it!

  • Tami Calhoun says:

    I think these are authorizations and not actual debits you all are seeing on your accounts. You have to wait until the authorization to drop off and you will see that you didn’t actually get charged for it.

  • wendy says:

    I just called also as the reversal of funds have not even been put in processed. only wanted them to contact my CC company and have them release their hold on the money.As others stated it isn’t alot but my CC company has a policy that it will take 15 buisness day before they will release the hold if the company doesn’t cal in to give permission first.Customer rep said they couldn’t do it with out litterly a page full of info GRRR.I was a bit peeved.She offered me a $20 credit mailed or emailed to me.It will come in handy for back to school.There is usually some sales around july/aug for like a penny or so

  • Rae says:

    My charge is still pending but has not gone through (and better not as they promised it wouldn’t). I too am annoyed that they didn’t just have it marked “out of stock” instead of letting people continue to order for hours afterward. Oh well, let’s hope the next deal is even better 🙂

  • amber barnum says:

    No TP for me 🙁

    I placed the order the same day that you posted, but I wasn’t notified that they were out of stock for a few days. The charge looked like it was going to go through, but it never actually hit my account. I called to see if I could get a rain check, coupon or something, and they wouldn’t offer anything. They said the sold out with hours of starting the sale and didn’t have enough to fill even half of the orders! Crazy! Oh well, I guess the good news is that I checked the reviews for this TP, and most people had terrible things to say about it…thin, scratchy, not enough on the roll, etc. Maybe now I am glad I didn’t get it! 🙂

  • mrs spock says:

    I emailed customer service and only got a vague form letter in reply- no credit offered.

  • Nicole C. says:

    I just called CS since my order was cancelled and my account still shows a pending charge. CS was polite – but just told me I had to contact my bank since they never actually charged the account. Thanks for posting Amber – makes me glad that I also am not getting it… kind of! 🙂 No credit for me.

  • Elizabeth Horton says:

    My order was cancelled also, but I didn’t call yet. I’ll have to check to see if my card was charged. It said it would not be, but looks like a lot of people got charged anyway.

  • none for me either….got an email on Monday saying it was out of stock. Haven’t check my credit card though……….they better not have charged it!

  • Stephanie says:

    PLUS–per their website, you can still order the 24 packs of TP, so they are clearly NOT out of stock.

    • Amy says:

      @Stephanie,

      Its not the item they are out of stock in its the deal. They “set aside” so many for the deal of the day and once those are gone the price is gone.

      • Stephanie says:

        If they only set a side so many then- there system should be programmed to know when they are ‘out of stock’. The reason Staples should be providing extra savings is because they messed up. There system messed up. It should have know when it was out of stock, and stopped allowing people to continue to purchase.

  • Saryn says:

    I also had my order cancelled, but my card was not charged. I called CS tonight and they are emailing me a coupon for $40 of of any purchase. The rep also let me know that the orders that were selected for cancelation were randomly selected by computer after they ran out of stock. My rep was friendly and helpful.

    Saryn

    • christina says:

      @Saryn,
      the only thing that does irritate me is this random business. if we were up early to order it (like a lot of us were) why wouldn’t they have just canceled the ones who ordered after the limit was hit instead of randomly. 🙁 oh well it really is just tp.

      • Saryn says:

        @christina, Hi Christina,

        I agree and that is why I called CS. I asked why I was allowed to order/ the item was showing as available if it was out of stock. Oh well, better luck next time.

        Saryn

  • Amy T. says:

    I spoke with a wonderful lady this evening and she told me that 17,000 people placed an order for this toilet paper….yes, 17 THOUSAND I was ticked off at first, but after realizing how many people ordered, I understand.

  • Amy says:

    Seeing that the deal hit Money Saving Mom. com and then a ton of other blogs I’m not surprised they ran out quick!

    I ordered Saturday morning right after the deal was posted. I’ve been charged on my account recieved a confirmation and a pick up date (order to ship to store) and now I’ve gotten 2 cancellation notice emails. Since the charge went through I need to call and ask them to reverse it. I’m kind of bummed I missed out since I thought I got it early. Thats sort of a bummer that it randomly selected what orders stuck but what can you do ya know.

    No its not the best toilet paper but its what we use at work and it works just fine!

  • rebecca huebsch says:

    This also happened to me. I received a confirmation on Sat. Then, charged on Monday, then charges were reversed and another email came on Monday saying “it was on a first come basis”, and they were sold out.

  • Amber says:

    They cancelled my order but never charged my credit card. I’d feel funny calling and asking for a credit.

  • Stacy says:

    I got a $15 coupon off anything in the store after having 2 cancellation emails-now I am getting your order is being processed emails but no charge on my card is there anymore.

  • Courtney says:

    I was ticked off when Staples wouldn’t let me order the tp – said it wasn’t available in my delivery area – but now I’m relieved! What a frustrating mess. I hope they get a better ordering system in place soon.

  • Anna says:

    I’m gonna stick with my Office Max deals from now on. They are wonderful, and their customer service is great. Never had a problem.

    Guess I’ll stock up on more of the 50 rolls at Walgreens this week – they are free if you buy the contact lens solution and use a $2 off coupon. Kill 2 birds with one stone that way! 4 rolls and the solution, all free if you do the deal right!

    No credit showing up to my “prepaid” card I use for online purchases…yet. Hope they hurry up so I can do the next deal that comes along! 😉

    It’s just TP, folks. I’m bummed too, but honestly? I’d have been embarrassed to have 5 big pkgs of TP sitting on my porch all day til I got home…LOL

  • Abby says:

    I called and they are emailing me a $20 courtesy coupon. I am pretty sure it is based on the amount that you ordered. Thanks for the tip I had just given up.

  • crystal says:

    I told everyone about this deal- all of our orders got cancelled- we all called to complain and my mom & all my friends got $10 & $15 credit, and they refused to give me any credit back! ARGH NOT happy with Staples.

  • Silvia Fuentes says:

    I was lucky enough to get my 5 cases yesterday, don’t know why I got mine and so many people did not get theirs.

  • brookeb says:

    Some of you seem to be getting way too angry about missing a toilet paper deal. I understand if the authorization on your card is still there, but as someone above said it’s likely due to the bank at this point, not Staples. Beyond that, though, just keep in mind that this is only toilet paper — is it worth that much aggravation? This kind of outcome is one of the things you have to deal with because of our deal websites — when sales go viral they often far overwhelm the expectations of the companies involved.

    • Deb says:

      @brookeb, I so totally agree. We must extend the same grace to Staples and their employees as we would like them to extend to us. Giving any kind of a credit/gift card etc. is going over and beyond the call of duty. Legally, they simply have to refund the money and it appears as though they are doing that, just not immediately. I think we all know the age old rule, Do Unto Others………… There will be other deals and the Lord who cares about even the sparrows will certainly provide for us. Phillipians 2:3-4

  • dealssavings says:

    this happend to me last year, they had a digital camera deal buy a camera $150 or more and get back $75 in rewards,I orderd a camera worth $200 and got confirmation, after 3 days they told me it’s not in stock and ,they can not honor the deal because it’s expired, I stopped shopping at staples,.I have not even ordered the toilet paper.

  • Michelle M says:

    I got the cancellation too. I had read on another deal type website that they ran out of their allotted TP for this sale before most of us even got up on Saturday. I’m sure it varies by shipping region. I ordered at 9am on Saturday and got canceled on Monday.

  • Angela says:

    I don’t want to be rude, but I think it’s kind of funny that some people are getting so upset over this. I mean these deals that are “too good to be true” sometimes turn out to be too good to be true! So if you’re willing to take the risk, don’t complain if it doesn’t work out! Sure it’s a hassle to deal w/ the bank, etc but Staples doesn’t “owe” anyone anything….except a full refund of the purchase price. Nothing more. So, for me, I will be focusing my efforts on more legitimate life worries than what I use in my bathroom! Happy shopping, ya’ll 🙂

  • joanne says:

    I had actualy emailed them and told them I knew of a person who received a $50 credit because of the TP order being cancelled. They emailed me back that NO ONE has gotten any such credit and they :
    “Are not responsible for information posted on bulletin websites”

    I have NO idea where they would get that. I will just stick to other stores if they want to have that attitude !!

  • Amanda says:

    My order also got canceled and so did my sisters. I am fine with things be while supplies last my problem is that they did not shut the code off it is not that hard to just shut it down when the stock they have is gone.
    Instead they let people just keep ordering they did shut it down at some point because when my other sister went to order it said out of stock.
    I just think it was bad business it is fine to have it while supplies last but when the supply is gone don’t let people keep ordering.

  • Michelle M says:

    I just called CS and they are sending me a $15 email credit.Why I only got 15 and others got 20 and 50? I think it is pretty bad on Staples and I’m not happy with them either.

    • rebecca says:

      @Michelle M,

      And others got zero. 🙂 Reading all these comments has made me rethink being upset that I had my order canceled! It really is just toilet paper. I am sad that I missed out, but… anyway.

  • Rebecca Welch says:

    Yeah, unfortunately my tp order was cancelled also. The scary thing is I never got an email and wouldn’t have known anything about it if it weren’t for Money Saving Mom! I called today and very politely expressed my dismay. After talking to two different people, I was informed that since I paid in the store I have to eaither wait for a check by mail, or drive back to the store for my refund. 🙁
    I explained that I used $8 in coupons that are like cash to me that I can’t get back, and all they said they could do for me was email me a $10 Staples coupon! So after time and gas money to travel to the store TWICE I’ll actually lose money on this deal!
    Well, you win some, you lose some, I guess.

  • j.lee says:

    I ordered 3 and of course, got cancelled. I called CS and they blamed on the computer sys having a glitch regarding inventory. The website should not have accepted all of those thousands of orders if inventory was down w/no plans of restocking. Anyway, the nice CS gave me a $10 credit.

  • I ordered 5 of these and got a confirmation email. Like many others here, I then received an email canceling the order.

  • Gail says:

    No toilet paper for me. I receiveda $10.00 credit, but it was to reimburse me for the Staples rewards points used to make partial payment on my order. Kudos to Staple’s customer service phone reps! Probably the best I’ve ever dealt with:) Disappointed and discouraged with the outcome: time + effort = no toilet paper for my family:(

  • Janet says:

    My girlfriend had trouble placing the order. When she called costumer service she was told this coupon code was “unauthorized”. So basically a hacker created it. They refused to cancel the order and told her she could be facing fraud chargesat at the least and would be charged FULL price at the in store pick up…this to my friend who I am trying to convince that couponing is a GREAT way to save money.

  • Heartland Hannah says:

    I ordered my 4 almost right away after the post, received the confirmation email and all seemed fine until yesterday when they emailed and canceled because they ran out. Wouldn’t you think their inventory system was better than that? Hopefully it should know as the orders are placed but if not I think 3 days later is not good business. I really didn’t expect them to honor the item but I was surprised it took so long to cancel.

  • Tyree says:

    If it makes you feel any better I tried this TP months ago and it is like sandpaper be happy you didn’t get any 🙂 I didn’t order any and will never buy it or pick it up free even. Not good TP—think rest stop or outhouse quality TP.

  • Lorrie says:

    I went into our Staples store and ordered 5 cases and used 5 manufacturer coupons so got all 5 for $17.01. The guy at the store placed the order for me and I paid with my debit card. Then got a message on our answering machine Monday that my order was canceled and my account not charged. Well I still have not had my money refunded and was just told I had to go into the store to get my refund quickly or wait for a rebate check (about 21 days). No offer for store credit. I will just chalk it up to experience. Actually, my husband is rather glad it got canceled so we don’t have to store 120 rolls of TP anywhere!!

  • Heather says:

    I just called, same thing, while supplies lasted and very apologetic and nice but no credit:)

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