I just chatted again with Beth (was hoping to chat with Helen) but they said that they forwarded my record to the manager for review. I do not hold my breath for this since they will never get back to you. Probably if enough people fight for it, they will step back and correct it.
Just chatted again with Andrea using a different name. Same assurance that Staples is eligible. Are you sure it's not something else that rejected the rebate?