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Business Profile

Office Supplies

Staples Canada Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Office Supplies.

Complaints

This profile includes complaints for Staples Canada Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Staples Canada Inc has 89 locations, listed below.

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    Customer Complaints Summary

    • 88 total complaints in the last 3 years.
    • 32 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/12/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction was Dec 6, 2023. Shipping number is FDX ************.
      Estimated deliver date is. Dec 12, 2023.
      I had made a purchase online and my delivery is stating that it has been delivered. I don’t know where they delivered it if it’s been delivered because I did not receive it and I do have ring cameras to show that no driver delivered it. My proof is right there. Secondly, I’ve been going back-and-forth and I am getting the runaround between Staples, my bank and ***** claim centre. Staples closed My claim March 2024 and since then I’ve been trying to reopen the claim, But they’re stating that they don’t do that. I opened a claim with ***** and they’re denying the claim because Staples Is denying the claim so I’m getting the runaround. I am very dissatisfied with the service. I am receiving by Staples. It should not take one year to receive my missing product or receive a refund. I am about to open a small claims court claim If this is not resolved shortly. I am asking for a full refund to be sent to me by cheque, Or a in-store credit for Staples. This is really bad service, * ***** ********** *** *** ******* **** *** ********

      Business Response

      Date: 14/01/2025

      Staples Order: ******** - CLOSED Ticket #*******

      Dear ********,

      First of all, let me apologize for this delay. Your request came in during the busiest time of the year.  There was a higher volume of orders and issues to resolve, especially adding the Postal Strike.  

      It's not an excuse however, just an explanation for the delay. It would have been faster if you would have asked to speak to a supervisor when this happened, and someone would have been able to assist you on the spot.

      Nonetheless, I apologize for this.  Here we are now, are you still missing your delivery?  Have you reported this to your credit provider (*******)? 

      Can you please confirm which order you are still missing?  Please email me directly at:  gina.**********@*******.com for faster replies.

      Thank you for your cooperation and understanding,

      ****

       

       

    • Initial Complaint

      Date:02/12/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Me and my husband attended the Staples Store at **** ******* ****** in Ottawa, Ontario on Sept 16th, 2024. We met with wireless consultant Saharsh D. to discuss changing mobile/internet providers to leave **** ******.
      We changed from **** to ****** (2 mobile & internet) on 09/16/24 because we were promised we would receive 2X$100 staples gift cards at the end of first month. We were told we had to wait 1 month to avoid people signing up, receiving the gift cards and cancelling right after. They had promotion posted as soon as you walked into the store on a whiteboard that said "$100 Staples gift cards for new **** or ****** Customers" for at least 1-2 weeks before/after. Sept 22, I called to ask how we would receive the gift cards and was told they would arrive by email.
      November 16th I sent an email and was told to wait until end of this month and if we did not receive the gift cards, to reach back out and they would figure it out (email included).
      Yesterday, November 30th, we went to the store directly to speak with staff and Saharsh D. was in store. Saharsh told us he never promised 2 X$100 staples gift cards. When we disputed this, we were told that we received the gift cards on Sept 16th when we signed up. We again disputed and said check the cameras, we did not receive any gift cards, conveniently the cameras only held footage for a week. Then another employee came over agreeing we received the gifts cards it on September 16th. We again disputed and I explained, the only reason we changed companies today is because of these 2 X $100 gift cards for me to put towards a new phone. Then, Saharsh came back and said it takes 2-4 months to receive the gift cards. Everything said by Saharsh and the other employee contradicted the previous thing that was said. We still do not have these gift cards we were promised for signing up for ****** ****** through Staples and would like to get the 2 X $100 Staples Gift Cards promised.

      Business Response

      Date: 12/01/2025

      Hello,

      Customer was appeased for the misunderstanding and issue resolved! 

      Thanks,

      Customer Answer

      Date: 15/01/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ******** *****

    • Initial Complaint

      Date:04/11/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a $60 ******* gift card in staples.ca on October 11 as a birthday gift for my sister and it was shipped to her. On October 23, my sister informed me that, when she went to use the gift card, the PIN (which is required to redeem the gift card on a ******* account) ripped off the card when she removed the sticker covering the PIN. I wrote to Staples customer service that same day by email, and despite saying that I should receive a reply within 1-2 business days, I received no response. So on October 29 I called Staples customer service, spoke to an agent, and emailed a photo of the defective gift card. The agent assured me the issue was being forwarded to the relevant department, and again, that I would receive a response within 1-2 business days, however I received no response. I am seeking a refund on this defective gift card I purchased from staples.ca .

      Business Response

      Date: 11/11/2024

      SOLVED Ticket #*******

      Dear Curtis,

      I apologize for this inconvenience.  However, it seems that you have already been refunded for this order: Staples Order: ********.

       Please let us know if you need further assistance with this matter.

      Regards,

      ****

       

      Customer Answer

      Date: 11/11/2024

      I have reviewed the response made by the business and find that this resolution is satisfactory to me. 



      ****** ******

    • Initial Complaint

      Date:21/10/2024

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Staples at this location lost my return package returned on Oct 15, 2024. The customer service is **** ********* *** not trained properly. **** *** **** ************

      Business Response

      Date: 11/11/2024

      Good morning,

      I apologize for this negative experience.  You will have to provide me with more details of the incident.

      Which Store did you use our Shipping Services?

      What was the product?

      Do you have a receipt?

      Kindly respond to me at:  *************************** so I can further assist you.

      Thank you,

      ****

       

       

      Customer Answer

      Date: 15/11/2024

      I have reviewed the response made by the business and find that this resolution is satisfactory to me.


       


      ******** *******

    • Initial Complaint

      Date:18/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction: Oct-7-2024.

      Paid : $248.59

      Service requested: Delivery of shredding bin to residence

      Situation: Website says they can drop-off shredding bins to residences which can be arranged via Staples in Ottawa. After going through several stores and reps, I was finally connected with someone who provided me with guidance on how to arrange for the service online. I was required to pay for it upfront. I received a phone call and email to confirm bin would be delivered on Oct-17-2024. On that date, I called the customer service of **** ******** to confirm they were still on track for delivery. I was told someone would call back. No one called back, and no bin was delivered. If Staples is not set up well to provide this service, it should not be offering it. ***********!

      Resolution requested:
      I want a full refund!

      Business Response

      Date: 11/11/2024

      Staples ON-HOLD Ticket #*******

       

      Good morning,

      I apologize for the delay in responding.  We have to reach out to the appropriate Team that handles this service to investigate what happened.

       

      Please allow me another day or so and I will get back to you.

      I truly apologize for this inconvenience and this negative experience. I am certain that we will find the proper resolution for you.

      Best regards,

      ****

       

      Customer Answer

      Date: 11/11/2024



      I am rejecting this response because: **** ******** had replied to me to advise that they cancelled the service and sent a request to Staples to issue refund. I am now awaiting the refund from Staples. 



      ****** ******

      Business Response

      Date: 04/12/2024

      Hello ******,

      I was informed that you were refunded:  Refunded on 2024-11-11. 

      Also, you were sent an email to confirm this.  *** ******


      ***** ** *****
      ***** *******
      ***** *** *** ********** ***
      ** *** ******** ***** *** *** ***** ** ********** *** *** ** ****
      **** ***** ******* *** **** ********* ** ********** ****** ***** ** ** ** ******** **** *** *** ****** ** ******* ** ****** ** **** *****
      ****** *** **** *** ********* ** ********* ****** ** *** ******** ** ******* ***
      ***** *** *** ******** ******* ******
      ***** **
      ******** ******* **************
      ******* ********

    • Initial Complaint

      Date:17/10/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I today received the worst service ** ** **** from one store, Staples at Seymour street approved me for 15 business lines and 15 phones and then they give me bills and phones so now I have problem because they call me to take phones back.

      But I still have bills.

      Business Response

      Date: 29/10/2024

      Staples Ticket #*******

      Dear ****,

      We have investigated this situation with our Staples Store and with our **** services Team directly.  It's been determined that the best next steps for you would be to reach out to **** directly as they are in the better position to assist you further.

      Unfortunately, there is
      or would be no other assistance we could provide you at this time. 

      Thank you for your understanding,

      Regards,

      **** **********
      Manager, Customer Relations
      Team, Office of the President,

    • Initial Complaint

      Date:15/10/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought an ** Printer from Staples (11 Oct 2024); the price listed is CAD 555.49, and I wanted to price match with ******, but the store manager declined. We will not price match. * **** ******** *** screenshot from ******. It was for CAD 494.99; I didn’t have time. I was there with the manager for an hour, he signed the bill and wrote the right model on the bill, I asked if you don’t work there tomorrow, who is responsible, I bought the printer. The bill they gave when scanning the barcode on the bill, it says ** IMP L** ******; when I purchased the price, which is ** Color LaserJet *** *** ****** Printer, the store manager couldn't fix the bill, I added a two-year warranty. If something happens to the printer and I take the bill, it has a different model, and no one will help me; I am disappointed with the services given and declined the price match. I want someone who can help me fix all these issues, adjust prices, and restore the bill using the right model.

      Business Response

      Date: 18/10/2024

      SOLVED Ticket #*******

       this was resolved by our Customer Resolution Team.

      Thanks,

      ****

       

      Customer Answer

      Date: 18/10/2024

      I have reviewed the response made by the business and find that this resolution is satisfactory to me.




      ***** ******

    • Initial Complaint

      Date:10/10/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of Transaction:
      October 2, 2024

      Amount Paid:
      $619.49 CAD

      ******* ** *** ********** 
      I ordered two items from Staples Canada, one of which was an ***** Watch ****** ** * ***** valued at $619.49. I received part of the order (a separate aromatherapy product which was included as a free gift for spending over $500 CAD) but the ***** Watch was missing from the shipment.

      Despite several communications and my case (*******************) filed with ******, I have not received the missing item, nor have I been offered a refund or resolution by Staples. Their customer service claims that they have completed an investigation and that the package was delivered in full, which is incorrect. I have been a loyal customer of Staples for years, but this ongoing issue and the lack of resolution are causing me great frustration.

      I have now been forced to open this complaint with the BBB as Staples has refused to take responsibility for the missing item. This situation has negatively impacted my trust in their services, and I am requesting a full refund for the amount paid, including GST and taxes.

      I expect immediate action to resolve this matter.

      Business Response

      Date: 18/10/2024

      Ticket #*******

      Good afternoon,

      I believe that this has since been resolved.  We have notifications that show you have returned the item and was completely refunded.

      Thank you,

      ****

       

    • Initial Complaint

      Date:25/09/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for business cards on September 10th that was supposed to be received no later than 5-7 business days from the time of the order. I never received confirmation it shipped and ended up having to call Staples 4 times just to try and process a refund. They haven’t been compliant in this matter and now informed me the business cards shipped. However, I was promised a refund would be processed. Please facilitate this refund to occur.

      Business Response

      Date: 18/10/2024

      Hello *******,

      Sorry for this negative experience.  I believe that this BBB was sent in haste because you were informed on Sept 24th that the refund was done. 

      You should be seeing this on your **** by now, please verify with your bank.

      Thank you,

      See the email sent to you on the 24th:

      *** ** *****
      ***** ********

      ***** *** *** ****** *** **** ** ***** **** ** ******

      ** *** ******** ***** *** *** ****** **** *** **** *********** **** **** ******

      ** ** ******** **** *** ****** ********** **** ** ********* **** ***** ** ******* *** ********* ** ******** ** ****** ** **** *** ********** ********** *** *** ********** ** ********* *********** ******** ******** ******** ** ******* ** **** ****** ** **** **** **** **** ****** ****** * ***** **** ** **** **** *********** ** ********* *** *** ************* ** **** ****** ****

      ** ********** ** **** **** * ******** ********* ** ******* *** ****** ******** ****** *** **** ********* ***** ******** ****** ***** ** ** ** ******** **** *** *** ****** ** ****** ** ****** ** **** *****

      ****** *** **** *** ********* ** ********* ****** ** *** ******** ** ******* ***

      ***** *** *** ******** ******* ******
      ***** **
      ******** ******* **************
      ******* ******

      Customer Answer

      Date: 18/10/2024



      Better Business Bureau:



      I have reviewed the response made by the business and find that this resolution is satisfactory to me.


      ******* *****

    • Initial Complaint

      Date:05/09/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a **** cell phone contract ** ****** ** ****. I am an English speaking customer. The employee printed out a French contract. I said I need it in English as I cannot read or understand French. They said they would supply one but it has been several days and now they refuse to take my phone calls as the phone hangs up on me after several attempts. Again they want to email me a copy and I want a paper copy in English. I ** * ****** - do not have a printer and require a paper English copy. There are 2 official languages in Canada and giving someone who speaks English a French contract doesn't cut it. They also emailed me a receipt in French. I want a paper receipt not an emailed receipt.

      Business Response

      Date: 12/09/2024

      ON-HOLD Ticket #*******

       Good morning ******,

      First, let me apologize for this inconvenience. I am from Quebec myself and speak both English and French. However, I too prefer my documents in English, so I fully understand your frustration.

      Please respond to me directly to my email below.  Let me know which store dealt with and I will look into this matter for you immediately.

      Thank you,

      ****

      ***************************

       

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