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In just about every single Staples.com deal, several Staples Rewards members report they are not receiving free shipping when placing an order at Staples.com. I too had the same problem and was able to get it resolved about 1 month ago. It took at least 4 calls, with the CSR trying something different each time. Although it is hard for me to say exactly what solved the problem, I believe the information below will be helpful.

For everyone's benefit, today I called Staples.com and Staples Rewards to speak to a CSR about this problem and reviewed the steps they perform to solve this problem. The CSR at Staples.com was most helpful, and appeared to be very knowledgable about the issue.

First, there are two Staples "Customer numbers". One number is your Staples Rewards number. You will notice on the back of your Staples Rewards card below the bar code it says Customer Number. In my case, I also have a customer number on the Staples.com site and it is different from my Staples Rewards number. There is no way for you to see the Customer number of your Staples.com account on line. This is something on their side. I do not have any current catalogs from them, but I suspect it is probably printed on the mailing label. To get this Customer Number you have to call Staples.com

Today it was explained to me that those of us that created an account on Staples.com prior to the introduction of Staples Rewards will have two differnt Customer Numbers. Those that registered after its introduction have a single customer number for both Staples.com and Staples Rewards. I am not sure I agree with this. The only way I see the Customer number could be the same is if you register on Staples Rewards first and Staples.com second. I believe this to be true because the Staples.com site asks for the Staples Rewards customer number if one is available. Perhaps it usese this number to create the Staples.com Customer number.

Scenario
--------
You are registered at Staples Rewards
You are registered at Staples.com
You have your rewards number set up on Staples.com in the "My Account" / "Personal Information" section in the field labeled "Staples RewardsSM, Staples Teacher Rewards™, Tax Exempt, Customer Number:"

Solution #1:
------------
-- Login to Staples.com and go to "My Account" / "Personal Information" and remove the data in the field labeled "Staples RewardsSM, Staples Teacher Rewards™, Tax Exempt, Customer Number:"
-- Remove your cookies
-- Login to Staples.com and go to "My Account" / "Personal Information" and enter your Staples Rewards number in the field labeled "Staples RewardsSM, Staples Teacher Rewards™, Tax Exempt, Customer Number:"
-- Try to place an order and look for free shipping

Solution #2:
------------
Call Staples.com and tell them your Staples.com account needs to be linked with your Staples Rewards account.
-- The CSR will do this by logging into the AS400 and looking up your account. In the customer record there is a field that needs to be updated with your Staples Rewards number. If your account is configured correctly, this field flashes and is red in color.
-- The CSR described instances where the account looked to be set up correctly but was not giving free shipping. For those accounts, he removes the data from this field, saves the record, and renters the data and saves the record. He also has the customer perform the steps I outlined in solution #1 above.

I was lead to believe this solution is mandatory for those of us that have the two customer numbers as I described above. I got the impression if you have a single Customer number the free shipping should work from the beginning.

NOTE: becuase of downstream applications that need to be updated he said it could be 48 hours or more before the change takes affect, so be patient.

NOTE: I ran some tests tonight and determined that when I have either my Staples.com or Staples Rewards number set up in my profile on Staples.com I get free shipping. I changed this to a dummy value and I no longer received free shipping. I changed it back to my Staples Rewards number and free shipping returned.

NOTE: Per Staples Rewards CSR - if the Staples.com Customer number is in the Staples.com profile you will not automatically recive Staples Rewards credits for your purchases. This appears to be true. My Staple.com account was set up with my Staples.com customer number and the last purchase I made is not shown on the Staples Rewards site. This is not much of a problem as I can manually add these purchaes on the Staples Rewards site.

NOTE: When I contacted the CSR to fix my account, they always made some sort of updated based on my Customer Number. It was during one of these calls that they asked me if I new what number xxxxx was. I said no. It was in a follow up call that I determined this was my Staples.com customer number. Following the CSR updates, and waiting the required 48 hours or so, my account still did not give free shipping. One day I deleted the Customer Number in my Staples.com profile and put in the Staples.com Customer number. That is when Free shipping started to work. It was not until tonight did I determine that putting the Staples Rewards number there also gave free shipping. I believe the deleting and re-entering of the Customer Number in my Staples.com profile triggered something. I also believe the AS400 update that occurred serveral days prior also contributed to the solution.

Note: Note the statement below that appears on the Create account page on Staples.com. They actually make a reference to a manual process that must occur to link the account types below. This link is probably required becuase a Tax Exempt Account is issued one Customer Number which must be linked to one of the two Rewards programs they offer. This would be very similar to those of us that have two Cutomer Numbers.

To shop tax free, enter just your Staples-issued Tax Exempt Number. To shop tax free AND earn Staples RewardsSM or Staples Teacher Rewards™, please call 1-800-793-3320 and a Staples Associate will link your numbers together.

This is a start. Let's see what others discover. In the end I think we can have a simple list of steps that can be dictated to the Stapels CSR to resolve future free shipping issues.

Member Summary
Most Recent Posts
Solution #1 was the ticket to free shipping for me too! Thanks again OP.

Spacemountain (Jan. 22, 2007 @ 10:09p) |

Solution #1 worked for me also. Thanks OP!!

blackcats (Jan. 24, 2007 @ 6:54a) |

Thanks OP. I did as you mentioned and got free shipping

vishank (Jan. 25, 2007 @ 1:06p) |

Quick Summary is created and edited by users like you... Add FAQ's, Links and other Relevant Information by clicking the edit button in the lower right hand corner of this message.
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wow, it works now. i tried solution #1 and now i get free shipping when i place an order under $50. saves me the trouble of always having to use the live chat to get shipping credited to my order. cant believe it was simply removing my number and all cookies and then re-adding in it. nice tip, thanks

nice tips! Thanks for the effort.

I tried solution 1 and did not work for me, however, I found my customer number (from previous order confirmation) to be different from my reward number. I did have my Staples.com account setup before Rewards. So I guess I have to go by the CSR then.

Good solution for free shipping. Do you have a solution to get $30 or $20 coupons?

the most thorough and informative post. hopefully this will put an end to the "let's share rewards numbers!" moronic suggestions

Okay, This is the deal with the Business Rewards Program. A Rewards Number is honestly a Special Exclusive bonus "Customer Number". If you have a Rewards account and a regular customer number use only your Rewards number when ordering online or phone. The Rewards Number must be included in your Staples.com user account listed with Personal Information.

Regarding new enrollment, if you choose to enroll to receive a rewards number online at www.StaplesRewardsCenter.com it takes 3-5 days before the Staples Rewards Dept. receives and activates the account. If you choose to mail the info you are looking at 5-6 weeks before your Rewards number is activated. Until the Account is activated you will be charged delivery, however rewards points are still earned because they go back 6 weeks prior to registration and the rewards points are gathered on a different server than the free delivery processing server.

The most important information that every Rewards memeber must do is call, fax, email, chat, or whatever get ahold of the Staples.com and let them know a delivery addresx for your Rewards account. They must activate the rewards number in the delivery system before the web site will recognize this. This is because the online system/Staples.com Reps system are linked together and not linked to the Rewards Dept. After you contact Staples with the delivery address is mirrors over within 48 hours onto the site for free delivery. I hope this helps you all. I spent hours speaking with supervisors to get this info.
<img src="i/expressions/face-icon-small-happy.gif" border=0>

thanks EB23.

my free shipping is showing up. somewhere in the process they were able to properly link it and all I had to do was remove my rewards number and add again.

free shipping shows up as soon as I add any item.

Thank you OP, this is very helpful

I've e-mailed the CSR with both my Staples account number and Reward number. Thwy said they found the problem and now it should work properly. But when I log in again, it still said "$50 until free delivery". I am going to do the solution 1 above and then put something in the cart to check.

Update:
It works now. As soon as I put something in the cart, it shows free delivery.

So far I've tried solution 1 and it's not working. I'll wait and see after 3 days.

I don't want to call them. Everytime I would call and complain about this problem, they tell me I need to call another number. This is rediculous especially the time I talked with a rude CSR.

sfbchamps22 said: [Q]So far I've tried solution 1 and it's not working. I'll wait and see after 3 days.

I don't want to call them. Everytime I would call and complain about this problem, they tell me I need to call another number. This is rediculous especially the time I talked with a rude CSR.

From the information that I gathered performing solution 1 should work instantly. I do not think waiting 3 days will work, but let's see. If waiting 3 days does not work, I would doe as BillCSHo did, mail Staples.com your Staples.com customer number and your StaplesRewards.com customer number and tell them to link them. This is what seems to take 2-3 days to flow through the required systems. This suggestion applies if you have two different customer numbers as noted in the original OP. Good Luck

makeadeal said: [Q]sfbchamps22 said: [Q]So far I've tried solution 1 and it's not working. I'll wait and see after 3 days.

I don't want to call them. Everytime I would call and complain about this problem, they tell me I need to call another number. This is rediculous especially the time I talked with a rude CSR.

From the information that I gathered performing solution 1 should work instantly. I do not think waiting 3 days will work, but let's see. If waiting 3 days does not work, I would doe as BillCSHo did, mail Staples.com your Staples.com customer number and your StaplesRewards.com customer number and tell them to link them. This is what seems to take 2-3 days to flow through the required systems. This suggestion applies if you have two different customer numbers as noted in the original OP. Good Luck

Thanks for the info. I had this exact problem and #2 fixed it.

Nice post OP. My solution after several phone calls was an email to Staples asking why I had to keep calling for them to credit the shipping. They emailed back to ask for more details then a couple weeks later the problem went away (as soon as I put something in the cart it now says shipping is free).

A couple days later I got this email:

=========================================================
Thank you for contacting Staples Rewards Member Services.

Our records indicate that the ordering department generated a customer
number for your recent purchases. We have linked your Rewards number to
your customer number. All future orders will track properly to your Rewards
account and shipping should not be charged as long as your Rewards number is
in your Staples.com profile.

If you continue to have trouble with free shipping please contact the
Staples.com helpdesk. Their phone number is 1-800-378-2753.

We apologize for the delay in response and for any inconvenience it may have
caused.

If you have any additional questions, please feel free to contact us via
e-mail, or at 1-800-793-3320 Monday thru Friday 8:30 am to 8:00 pm EST time,
or by fax at 1-800-214-3657 24 hours a day, 7 days a week.

Thanks,

Staples Rewards Center Online Team
RD
=========================================================

I emailed Staples a week ago and still no response. How long did it take for you Kerrbro?

Originally they said volume is high so it will take a week to respond, and a week later they responed to say I hadn't included enough information, so I sent more and another week went by. BTW I think it was Staples rewards I emailed.

When I e-mail them my customer number and reward number through the link on the their web, they e-mailed back to me within a day and my problem was solved with solution 1 afterward.

Thanks OP and everyone. After 4 months, my problem is finally solved. It took about 2 week to get things cleared up after I sent the email. They solved my problem via solution 2.

thanks. great article.

I called them and the CSR said that I have to place an order first. She said that sometimes the shipping charge will appear in the cart but not on the completed order. If I get charged shipping, the orders department will refund me. She also said to check the upper left corner of the packing slip for my customer number which should be the same as my Rewards number. If they are not the same, then I should call them back.

I emailed them via the website link Contact Us / Website Assistance, and got a *very* fast response saying that they had now linked the Rewards and Customer numbers. It did not immediately fix the problem but when I tried again after a day or so, my cart does show free shipping as soon as I add anything. Thanks OP!

qcumber98 said: [Q]I called them and the CSR said that I have to place an order first. She said that sometimes the shipping charge will appear in the cart but not on the completed order. If I get charged shipping, the orders department will refund me. She also said to check the upper left corner of the packing slip for my customer number which should be the same as my Rewards number. If they are not the same, then I should call them back.

It sounds like you got one of those CSRs that does not understand the problem

Well, I placed an order and of course got charged for shipping. I emailed Staples Reward Center and they wrote that the shipping charge will be refunded. The email goes on with instructions about logging onto Staples.com and clicking on "Change My Account" in the upper-right corner. There is no such link. Check to see that the Rewards number is correct... blah blah blah... it will take up to 72 hours before I see free shipping on future orders. <img src="i/expressions/face-icon-small-confused.gif" border=0>

"That was Easy." hahaha.

I just tried e-mailing Staples rep. Hope it works.

Thanks a bunch, OP. Lots of work for you to type all of that up but it you just saved me a bunch of hassel!

Here is quick phone no to Staples web tech

1-800-304-0390 ext 5904

Just directly call this no and ask for web tech.
Tell him I need to link my customer no with rewards no.

It took me less then 1 min on phone to get this thing done.<img src="i/expressions/face-icon-small-shocked.gif" border=0>

Cheers.


Hurray! #1 worked for me too. Thanks for the detailed procedure.

makeadeal said: [
Solution #1:
------------
-- Login to Staples.com and go to "My Account" / "Personal Information" and remove the data in the field labeled "Staples RewardsSM, Staples Teacher Rewards™, Tax Exempt, Customer Number:"
-- Remove your cookies
-- Login to Staples.com and go to "My Account" / "Personal Information" and enter your Staples Rewards number in the field labeled "Staples RewardsSM, Staples Teacher Rewards™, Tax Exempt, Customer Number:"
-- Try to place an order and look for free shipping

After you remove the number do you hit continue befor erasing the cookies?

Do you log out before or after you remove your cookies? And do you need to close out the browser at any point.

Your post is much appreciated, just trying to get it to work.

I had my Rewards account first so I don't think that causes the problem. They talk about how great it is to link accounts and it never works.

Anyone have any luck getting it to automatically count your purchases towards your Rewards balance like it's supposed to as well?

Maybe linking the credit card would work, or not seeing how well there site works in general.

Aman74,

I probably should have made it clearer. It has been some time since I did this, and I do not recall what the screens looked liked, but...I would guess I did the following...

-- do what is necessary to update (remove) the customer number,
-- clear cookies
-- close the session (browser)
-- start a new browser

aman74 said: [Q]makeadeal said: [
Solution #1:
------------
-- Login to Staples.com and go to "My Account" / "Personal Information" and remove the data in the field labeled "Staples RewardsSM, Staples Teacher Rewards™, Tax Exempt, Customer Number:"
-- Remove your cookies
-- Login to Staples.com and go to "My Account" / "Personal Information" and enter your Staples Rewards number in the field labeled "Staples RewardsSM, Staples Teacher Rewards™, Tax Exempt, Customer Number:"
-- Try to place an order and look for free shipping

After you remove the number do you hit continue befor erasing the cookies?

Do you log out before or after you remove your cookies? And do you need to close out the browser at any point.

Your post is much appreciated, just trying to get it to work.

I had my Rewards account first so I don't think that causes the problem. They talk about how great it is to link accounts and it never works.

Anyone have any luck getting it to automatically count your purchases towards your Rewards balance like it's supposed to as well?

Maybe linking the credit card would work, or not seeing how well there site works in general.

Solution 1 worked for me, FINALLY. The CSR's I've e-mailed with were unable to fix the problem as well, I can't believe how easy this solution was. I'll be willing to order from Staples more often now that I don't have to get the shipping credited manually. They never credited the shipping on my last order for some godforsaken reason.

Thank you so much, OP!

Thanks. I fixed the free shipping by solution#1

Thanks, fixed it by changing # to random value, then back to mine.

thank you. i have been trying to fix this for weeks.

thnx op. had to call them

I reached a web tech (by phone), who told me that my rewards number (which I had registered for at staplesrewards.com) had not been added to the database of Staples.com. She did this for me and told me it should work in 48 hrs. It's been 24 hrs so far--nothing yet.

[edit 01 September 2006]
Got free shipping today. :-D

I tried solution #1 and now I get free shipping when I place an order. Cant believe it was simply removing my number and all cookies and then re-adding in it. Have been fighting this problem over a year.<img src="i/expressions/face-icon-small-happy.gif" border=0> Thanks Redneck

qcumber98 said: [Q]Well, I placed an order and of course got charged for shipping. I emailed Staples Reward Center and they wrote that the shipping charge will be refunded. The email goes on with instructions about logging onto Staples.com and clicking on "Change My Account" in the upper-right corner. There is no such link. Check to see that the Rewards number is correct... blah blah blah... it will take up to 72 hours before I see free shipping on future orders. <img src="i/expressions/face-icon-small-confused.gif" border=0>

Well, I emailed them before placing an order this time and Staples said, "We have updated your account so free shipping will take effect in 72 hours, as long as the directions below are followed."

1. Go to www.Staples.com.
2. Move your mouse over to the "My Account" tab at the top of the page.
3. Use the "Personal Information" option from the pull down menu under "My Account".
4. If you are not logged in, the page will ask you to log in. Once you are logged in, there will be a box that will show your personal and login information. The second to last item says "Staples Rewards, Staples Teachers Rewards, Tax Exempt, Customer Number". If a customer number has already been saved it will be displayed. If there is no number, it can be edited by
clicking the "edit" link to the right.
5. In the middle of the next page is the field to enter the correct customer number.
6. Lastly, click the "Continue" button for the information to save, and you will be brought back to the "My Information" page.

Now every time I go to Staples.com, I get free shipping! <img src="i/expressions/face-icon-small-smile.gif" border=0> Although it still says, "$50.00 until free delivery." until I add an item to my cart and then shipping becomes free.

Works like a charm.

Skipping 5 Messages...
Thanks OP. I did as you mentioned and got free shipping



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