Complaints

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

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• 

  Staples Canada Inc

  6 Staples Ave Richmond Hill, ON L4B 4W3

• 

  Staples Canada Inc

  1215 - 9 Avenue SW Calgary, AB T3C 0H9

• 

  Staples Canada Inc

  100 3619 61 Ave SE Calgary, AB T2C 4T8

• 

  Staples Canada Inc

  130 Country Village Road NE Calgary, AB T3K 6B8

• 

  Staples

  110 32500 South Fraser Way Abbotsford, BC V2T 4W1

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.

• Initial Complaint

  Date:21/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On August 20th, I ordered and paid for the item online. I didn't get any confirmation email, so I phoned Staples customer support. They acknowledged the order and said they have problem with their system sendind email confirmations. After my conversation with Staples CS, the order appeared online under my account, waiting for delivery. After 6 hours, I looked again on their web page and the order showed as canceled. I didn't receive any cancellation email from Staples, so I phoned them again and I was told the item became out of stock. I asked to reverse the ****** transaction so I can get the refund notification immediately and to stop selling the item which showed still available for sale. Nothing was done. The charge still shows on my purchase account and the item is still available for online purchase.

  Business Response

  Date: 30/08/2024

   Ticket #*******

   Dear *******,

  I apologize for the negative shopping experience. I do see that your order was canceled due to no stock.  Also, the amount you see posted to your account is the 'pre-authorization' which automatically will drop after a few days.  If you are still seeing this hold, you will have to reach out to ****** directly because it normally doesn't take this long for it to drop. Unfortunately, this item is still not available. 

  If you do see it back in stock in the next 7-10 days, please feel free to reach me directly and I will honor the sale price for you.

  Best regards,

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

  Manager, Customer Relations
  Team, Office of the President,
  
  

  Customer Answer

  Date: 30/08/2024

  I am rejecting this response because:

  I don't understand why the item has never been marked out of stock on Staples web page and is still available online for purchase - *** ******** ********** **** ** ******* ******* **** *****. **** *** **** ***** ************ ** **** ******** *** **********

  I will reach out to ****** to request removal of the pay authorization to Staples.

  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 12/09/2024

  SOLVED Ticket #*******

  Hello!

  At the time of when she tried to place her order, there was no stock. Sometimes it may take a few minutes for the communication from our warehouse to our website update but the customer was not charged.

  Please see the attached document that clearly states that.  This customer was also informed that unfortunately, the item was no longer available at the time.

  I'm not sure what more we can do at this time.

  Thank you,

  ****

   

  Customer Answer

  Date: 25/09/2024

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

• Initial Complaint

  Date:14/08/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  went in store to get a laptop for work. the one i picked out wasn't in stock, so the worker ordered it online for me. The worker knew it was needed for work purposes, so she ordered it with one day shipping. I was supposed to have it August 1st.
  
  They didn't send me a receipt, or any tracking information whatsoever (until August 6th after repeated requests for a tracking number)
  
  I have reached out multiple times regarding this, as they have chosen a delivery company that is infamous for not delivering any packages. Nothing has been done to rectify the issue, and I have simply gone completely ignored.
  
  As of today, August 12th, I still do not have the laptop (which has been on the way back to Staples since August 7th, despite it taking less than a day to get there), and I am still out the money I had to pay for this.
  ******* *** ****** ****** *** ** ** ******* *********** ******* ** ** ******* ** ***** ***** ** ******** ********* ** ******.
  
  I need a FULL refund of all monies paid to Staples, immediately, so I can go elsewhere to get a laptop and I can stop losing business and income !!!!
  
  I am *only* available through email, if they wish to reach out to me.

  Business Response

  Date: 30/08/2024

  SOLVED Ticket #*******

  Dear ********,

  I apologize for the delay that it has taken to resolve this issue for you. I am glad to see that all was resolved and that we also offered you a Staples Gift Card for this inconvenience.

  We will consider this case closed.  Please reach out to me directly if you need further assistance.

  Thank you,

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

  Manager, Customer Relations
  Team, Office of the President,
  

  Customer Answer

  Date: 30/08/2024

  I am rejecting this response because:

  they sent the refund FINALLY. However, they still failed to send the $25 that was promised or the free laptop that was promised, and then they sent a $50 gift card (that can only be used in store) *** *********** ***. They've also ignored every message I've sent, because customer service is very obviously NOT their top priority, as they try to claim.

  I'm never shopping at this terrible store again, which they knew. So, their "efforts" are nothing more than an insanely disrespectful slap in the face.

  Word of mouth is an extremely powerful method of reference for businesses, *** * **** ** ******** ****** ** **** ********** ********* ********** ** ***** ** *** **** **** *** ** ** ******* ******* **** ** * *** *** ***** ** ******* ** ********

  
  Sincerely,
  
  
  
  ******** ************

• Initial Complaint

  Date:15/07/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered yesterday online an air filter machine ***** *** **** ********* *** ** ******* ****** *****s from staples Canada they took the money out of my account immediately but now they say they are out of stock and I have to wait 20-30 days to get my money back
  It was almost $170.00 which is very important to us ** ** *** ** ********** *** **** ** ******* *** ** 
  I emailed them numerous times but I still have to wait forever to get my money back ** ** ******* ** ** **** **** ********

  Business Response

  Date: 08/08/2024

  ON-HOLD Ticket #*******

  Hello,
  I apologize for this inconvenience that was caused to you. I would like to help you make it right.  Unfortunately, I cannot locate an online order with the email address or phone number that you have provided.
  

  Can you please provide me with an order number or copy of your order confirmation?  Please email me directly:  ***************@*******.com

  I will gladly assist you with this once I receive your email.

  Thank you,

  ****

   

• Initial Complaint

  Date:17/06/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On June 6 placed an order for a $400+ product the company *********** said it’d be next day delivery as advertised on their website. Which was not done. I waited and nothing so on Tuesday I contacted them asking where my stuff was they said it’s been delivered! They then conducted an investigation where it was shown to have been DROPPED OFF a $400 ELECTRONIC DEVICE NO SIGNATURE REQUIRED LEFT ON MY FRONT PORCH. And they continue to push blame. HOWEVER it is up to the company to decide whether a signature is required *** ****** ***.

  Business Response

  Date: 08/07/2024

  ON-HOLD Incident #*******

  Dear ********,

  I apologize for the inconvenience and the delay that it's taking to resolve this for you.  Unfortunately, this needs to be investigated by *** and we are in continuous communication with them.

  We will ask for another update today in the hopes we can resolve this for you today in one way or another.

  Thank you for your patience,

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

  Manager, Customer Relations Team, Office
  of the President,
  

  Customer Answer

  Date: 08/07/2024

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

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 refurbished computer in September of 2023 from Staples that included a 3 year warranty. In May of 2024 the computer began malfunctioning and I brought it back to for repair. The Staples techs diagnosed it as a hard drive failure but insisted there wasn't a warranty despite it being indicated on the receipt I presented. I have been offered either a discount on a new hard drive with installation at my expense or a $200 discount on a new computer. Neither solution is satisfactory, as the computer was sold with a warranty. I would like it repaired or my purchase price refunded. Staples refuses to do either.

  Business Response

  Date: 08/07/2024

  Staples ON-HOLD Ticket #*******

  Dear *******,

  I apologize for the inconvenience you are experiencing with your computer.  I do see that you have included the receipt of your purchase however, I don't see that there was extra warranty added upon the purchase.  Do you have something proving this?

  If not, you are covered by Staples but for only 30 days from the purchase. You now would have to deal directly with the manufacturer as they offer limited warranty for 1 year.      

  Please feel free to email me directly for any additional information you may have that I can help you with. 

  ***************@*******.com

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

  Customer Answer

  Date: 08/07/2024

   I am rejecting this response because: The computer was advertised as coming with a 3 year warranty.  It is noted on the receipt.  The included warranty was the reason I purchased this particular computer.  I expected the warranty mentioned in the sales ad and on the receipt to be honoured.  
  
  
  
  
  ******* *****

  Business Response

  Date: 08/08/2024

  Hello *******,

  Thank you for your patience. We have verified the receipt of purchase that you sent us however, this is simply proves that you have indeed purchased the computer with Staples.  There is no mention of the 'extended warranty' you mentioned.

  Unfortunately, your Staples 30-day coverage has expired however, you have a chance to get assistance directly from ****.  You will need to reach out to them as this refurbished computer extended warranty continues for at least 1 year with the manufacturer.

  I understand your frustration, but I strongly suggest that you reach out to **** directly before the warranty ends with them as well.  ###-###-####.

  Thank you,

  ****

   

   

   

  Customer Answer

  Date: 08/08/2024

  I am rejecting this response because:  It notes on the receipt ******* *** ***** ** ********* that there is a 3 year warranty.  **** does not provide a warranty for refurbished computers.  
  
  
  
  ******* *****

• Initial Complaint

  Date:16/05/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 requested a price match online at staples for an item at the source. This item was for an ***** TV. When I made my request, the item was out of stock online at the source, but it was in stock at one of their physical locations. I replayed this information to staples. Staples initially told me the price match request was against their policy. After a few emails, they admitted to making a mistake, and that the request was in compliance with their policy. By this time, the item was out of stock at the source, and staples refused to complete the price match. They offered me an $80 discount on the item, but I do not think this is enough, as even with the discount, there is a price difference of $100 to my original price match request. Since my claim was valid at the time of request, and staples had made a mistake, i believe they should honour the original price match, as i was not the one who caused the delays in my request.

  Business Response

  Date: 30/05/2024

  Good afternoon,

   Ticket #*******

  Someone will be reaching out to this customer by end of day tomorrow with a resolution.

   Thank you,

  ****

  Customer Answer

  Date: 01/06/2024

  I am rejecting this response because: I have not received any contact from staples as they have indicated. 
  

  Business Response

  Date: 10/06/2024

  Good morning,

  This was resolved, customer has already placed a new order with us.

  thank you,

  ****

   

  Customer Answer

  Date: 10/06/2024

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

• Initial Complaint

  Date:01/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 an item (receipt included) from my local Staples, Store #** (Sarnia) on April 21, 2024. The item was not what I had expected and was returned on April 28, 2024. Initially the item was purchased with 3 payment methods, $95.00 from a Prepaid ********** that I wanted to use up, $25.00 from a e-gift card and the remained, $508.23 financed to my ******* card. I don’t remember the cashiers name as they are foreign and have names that are difficult to pronounce and remember. The female employee imitated the return and asked me to swipe my ********** (Pre-paid), to which I did as I figure the $95.00 would be refunded to that, the $25.00 back to the e-gift card and the $508.23 cleared from *******. Upon further inspection of the receipt thereafter, I discovered it was not refunded to the correct methods and rather so it tried to refund the whole amount to the Prepaid **********, to note which only has a $200 limit, but the transaction processed anyways. I spoke with another female worker named ****** who said she would look into it and call me the next day. She never called, I had to call her. She told me it was “transferred to another department” and it would take some time to resolve. The whole matter could have been resolved had it been done right the first time. I feel these employees need more training. Now as I wait for this to be fixed, ******* is going to be wondering why I am not paying them. * *** ******* ******* *** *** ************* ******* I want the matter fixed ASAP.

  Business Response

  Date: 08/05/2024

  Staples Canada has responded to Mr. ***** *********** complaint and we are pleased to inform you that the customer has returned to the Staples Store and received a correct refund. As per our email exchange, we can confirm that everything is to the customer's satisfaction. .

  Staples Canada is glad that we were able to resolve the issue for our customer and meet their expectations.

  Please note that your case number is #******** and our reference number is #*******.

  
  

  
  

  Customer Answer

  Date: 08/05/2024

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

• Initial Complaint

  Date:01/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 couldn't activate a license for ***** Photoshop Elements using the provided activation code. Store staff couldn't do it either. We both got the same result. One suggested a refund, but I said I still wanted the software. He checked with a manager who basically told me it was my problem, that I should contact ***** to solve the problem. I told the manager it wasn't my problem, but Staples. If they bother to check they'll find either (a) it's *****'s fault, or (b) that the software had been previously activated BEFORE I purchased it from the store. In any case, I got zero software for my $100.
  
  I left ** ************* *********** leaving the software box, activation code card, and purchase receipt on the counter. ******* *********** I told the staff member and 2 managers I would never again step into any Staples store in Canada. ** ** ******* ** ** ***** *** *** **** ******* ******* ******* *** ****** **** ********* ****** *** ** ****** ********* ** *** ***** ****** ** *** *** ** ******* ** ** ********** *** ********* ********* ************* ******* ** ****** * **** ** ***** ********. $100 lost to Staples ** ******* *** ****** * *** ***** *** *** * ***** ****** ** ****** ** ******** ** ****** ** ******** **** ** * **** ********* **** ** ****** **

  Business Response

  Date: 30/05/2024

   SOLVED Ticket #*******

  Good afternoon,

  I apologize for the delay in responding to the BBB.

  We were in the understanding that the case was resolved.  The General Manager of the store did offer the customer to go back to the store for a resolution. They were willing to assist him. 

  He was reluctant to do so.  We are not sure how more we can help.

   

  Regards,

  ****

   

   

   

  Customer Answer

  Date: 31/05/2024

  
  
  Regarding this complaint, the company was quick to react and quick to apologize. It was clearly important to them.
  They offered a full refund.  Due to miscommunication, they didn't fully understand what I wanted and in the end I declined their offer because of what I perceived as a moral dilemma.  I'm satisfied that they did their best (as a business) to resolve the issue.  The manager spent a lot of time on the issue.  Anyone else would have gladly accepted their offer.  Please consider the complaint closed with no hard feelings on my part.
  *** ******

• Initial Complaint

  Date:01/05/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 boutht a laptop from staples.ca on April 2 2024, they didn't ship it, it's still avaialbe on line to purchase.
  Order Number: ******** ********************************************************************************************************************************** **** **** ** **** ** **** **** * ***** ****** ******** ** ******** ********** **** ** ******

  Customer Answer

  Date: 24/05/2024

  This issue has been resolved, thanks for the help, we can close this.

• Initial Complaint

  Date:21/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In May 2023, Bought software from Staples to upgrade my current **** ** Premium, two user version, with Payroll accounting software from 2015 version to a current version,
  
  Bought the wrong software that does not have payroll. Spoke to a person on the telephone that suggested i purchase that correct software and get a credit back for the wrong version.
  
  Bought the correct version, and this software does not install in my older ** computer. I called **** for support. they issued my addition keys to get the software working, which did not work.
  
  I tried contacting **** again in June to get the software working, with no avail. ****** ********* was the customer Support Analyst I was talking to.
  
  Now I'm back to using my older software from 2015.
  
  I'm seeking monies back for software that does not install or work on my ** **** ** computer.
  
  I have sent screen shots showing that I'm using 2015 version.... and I'm sure that **** can verify that the keys provided are not being used.

  Business Response

  Date: 27/02/2024

  ON-HOLD Ticket #*******

  Good afternoon,

  I apologize the time that its' taking to resolve this issue for you.  I have escalated this ticket to once again to **** and will get back to you as soon as possible to your email on file.

  As you know, downloads are non-refundable or returnable so we need to get their approval. 

   

  Thank you in advance for your patience,

  ****