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

  620 King St N Kitchener, ON N2G 1C8

• 

  Staples Canada Inc

  1087 Brodie Dr Orillia, ON L3V 6H4

• 

  Staples

  206 1600 15 Ave Prince George, BC V2L 3X3

• 

  Staples

  3037 152 St Surrey, BC V4P 3K1

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:21/02/2024

  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.

  The date took place on February 14, 2024. Place an online order for print cartridges and 2 packages of note pads and, was guaranteed next business day and, have not received order as of this day and, it is order #********. Have contacted the business twice and, have not been satisfied. I need these things since I am low on them.

  Business Response

  Date: 15/03/2024

  Staples SOLVED Ticket #*******

  Hello Mr. *********,

  Our records show that you were refunded for this order and an email was sent to you to advise you of this on February 19, 2024.

  Have you not received your refund nor the email?

  ***** *********
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  ** **** ******** **** ******** ****** ** ******* ** *** ****** ** ******** ****** ***** ** ** * ******** **** *** **** ****** ** ** ****** ** **** ********
  
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  ** ***** ** ******** **** ** *** ** ** **** **** ****** ******* ***
  
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  ****** ****** ** *** ***** **** ***********
  
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  Customer Answer

  Date: 18/03/2024

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

• Initial Complaint

  Date:26/01/2024

  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 dec 10 /2023 I brought an staple brand (******* ****** **) usb C 10 ft charger wire. But doesn't work now I am looking to exchange it for an new the store they do not carry it . I call staple the person the brand doesn't show as there product but on there website it is ,I email them they said to contact Teqtronix but there not picking up there phone https://*****************************************************************************************************************************************************************************************************************************************************************

  Business Response

  Date: 19/02/2024

  Good morning!

  This customer has also reached out to us directly through our Staples Contact us-and we will address this with him.  NEW Ticket #*******

   

  Thank you,

  Gina

  Customer Answer

  Date: 19/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because 

  On there website it says its an staples product :
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 27/02/2024

  Good morning!

  SOLVED Ticket #*******

  I apologize that this issue is still not resolved to your satisfaction.  The items are now discontinued by the supplier.  In this case, I have issued you a refund for both items. 

  You should see the credit on your CC on file withing 2-4 business days.

  Thank you,

  Gina

  Customer Answer

  Date: 27/02/2024

  
  
  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:12/01/2024

  Type:Sales and Advertising 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.

  On January 7, 2024 I was searching online for single fold paper towels and came across several options on Staples' website, including the ***** brand **** ********** paper towels in a 24-pack. On that product page there was a promotional offer noting that until November 28, purchases of the 24-pack towels would come with the accompanying towel dispenser from the same brand. It also provided a promo code. Consequently, I attempted to purchase said 24-pack of towels and added the promo code but it didn't work. So I then attempted to add both the towels and the dispenser into my cart (plus the code) and it still didn't work. At that point, I thought perhaps the online purchase would just recognise that there was a promotion for that product once I've placed the order for the paper towels and was close to putting through that transaction, but at the last minute decided to initiate a Chat session with their associate to see if they can apply the promo code on their end. The agent went to verify the code, and advised that the promotion had actually expired but he acknowledged that the promotion did not specify a year (only "November 28") and since the promotion was still widely and openly advertised on numerous pages of their website, he would escalate the matter to their HQ to resolve the matter. I also provided the links to all the pages where I saw that promotion as I suspect they may want to remove all associated ads to avoid further confusion with other customers. The agent apologized for the error and said he'd expect HQ to honour their own promotion, especially given that it was their error and so openly advertised. He also advised I would hear back within 1-2 business days. I have yet to hear back from them but I did notice today that they have removed all signs of that promotion from all the pages where I provided them links to. **** ***** ******* *** **** ** ** ***** *** **** ****** **** ** ** *** ***** ***** *** ****** ***** *** *************** 

  Business Response

  Date: 24/01/2024

  This was already responded to directly to the customer but we have not received a reply back.  

  Hi *******,

  Please respond to your email for further assistance or information.

  ON-HOLD Ticket #*******
  Saturday, Jan 20, 2024 3:59
  
  Hi *******, 
   
  I hope you are doing well. 
   
  This is Wincy from Customer Relations Team of  Staples Canada. I am reaching out to you regarding your concern about the coupon inquiry. We apologize for any inconvenience and confusion this may have caused you. The coupon code ***** had already been expired at the time you saw it on the website. However, we want to make this right for you, we will honor the free dispenser as advertised on the website. 
   
  In order for you to avail the promo, you can place the order online for item #****** and the dispenser item #*******. You will be charged for both items as the system will not be able to recognize the promo item.  Once the order ships out, we can go ahead and make the adjustment by crediting back the amount of the dispenser with tax. 
   
  Please reply to this email with your new order number to process the refund.  
   
  Again, we sincerely apologize for the inconvenience caused. Should you have other questions, please do not hesitate to contact us.   
   
  Thank you for choosing Staples.ca.
  Wincy S.

• Initial Complaint

  Date:12/01/2024

  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.

  on January 1st, I ordered ***** **** * from staples.ca.
  it showed that it had been delivered i decided to contact them and ask how is that possible when that day nothing was received at my house. So I did they told me it would be 3 days to investigate and they would get back to me. They got back to me and told me that they can help and that I have to contact my bank to reverse the transaction.

  Business Response

  Date: 19/01/2024

   

  Ticket #*******

  Good afternoon,

  I apologize for this negative experience with the delivery of your order.  However, as previously explained, our driver has provided us with a POD, proving the delivery was signed for.  

  It is standard policy that we advise our customers that the next step is to dispute this with the credit card company to investigate further.

  Thank you,

  Gina

  Manager, Customer Relations
  Team, Office of the President,

  Directrice,
  Équipe des Relations avec la Clientèle, Bureau Chef Staples Canada
           

• Initial Complaint

  Date:02/01/2024

  Type:Sales and Advertising 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.

  On October 5, 2023, I received a Staples email "Happy World Teacher Day!" that included several promotions such as 25 free 4x6 photo prints (using coupon code: ****************) until December 31, 2023 (*** ******** ********** **). Today, December 31, 2023, I attempted to submit my 25 free photos (using coupon code: ****************) and the system advised that the coupon code is invalid (*** ******** ********** **). This indicates that Staples Canada's advertisements are misleading as they include invalid coupon codes intended to lure unsuspecting consumers and teachers into using its services, while never honouring the advertised offers.

  Business Response

  Date: 19/01/2024

  Dear David,

  Please reach out to our customer service department and one of our agents will gladly assist you with this matter:

  1-888-STAPLES or 1-888-782-7537.

  Thank you,

  Gina

  Manager, Customer Relations Team, Office
  of the President,

  Directrice, Équipe
  des Relations avec la Clientèle, Bureau Chef Staples Canada
  
  

• Initial Complaint

  Date:13/12/2023

  Type:Sales and Advertising 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.

  On December 6, 2023 I purchased a small power bank from Staples.ca. The item cost $36.24. The item weighs less than 1 pound and is about the size of an average cell phone. Just as I was clicking to finalize the sale, I realised they were charging me $255.99 for shipping the small item. Unfortunately I was unable to get out of the transaction. I immediately called Staples and spoke with a representative. The representative assured me they were going to cancel the transaction.
  Later that evening I checked my email and credit card statement. I had not received any communication from Staples about cancelling my order and the money had been charged to my credit card. I then began a chat with Staples Help desk as it was after hours to call. The chat representative looked into the matter and told me that yes my order was slated to be cancelled and provided me with a ticket number. I then left the chat as I was again told the order was being cancelled. I assumed I would see a reversal of the charge on my credit card.
  On December 12th the supposedly cancelled order was delivered to my house. There has been no reversal of the charge on my credit card.
  If I go through the return process with Staples, I am not reimbursed for shipping costs, which is where the problem lies. I was charged 7 times the price of the item in shipping. I was told this is due to my location being 'remote'. * **** ** ****** ****** ** ***** ** * ******** **** *** * ******* ****** They ship items to their own store regularly. I have had large heavy furniture pieces delivered to my location many times and never been charged this amount. * **** ** ****** ***** ***** **** *** **** *** * ***** ****** **** ******* **** **** ********* ** **** ** ***** **** ******* ***** ******* ***** ***

  Business Response

  Date: 20/12/2023

  ON-HOLD Ticket #*******

  We will reach out to this customer directly to investigate this further. 

  Thank you,

  ****

   

  Customer Answer

  Date: 31/12/2023

  I am rejecting this response because: I was told by Staples that I would be refunded the full amount of my bill of $327.30. When the return was processed I was only refunded $40.59. Also they did not reach out to me directly like they said they would in the above response.
  
  
  
  ***** ****

• Initial Complaint

  Date:01/12/2023

  Type:Sales and Advertising 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 was buying a gift card in Staples store (**** ********* **** SE, Calgary) on November 25. I used a ******* gift card to buy another gift card. When the transaction completed, the cashier found that I was using a gift card to buy another gift card, He said it was not allowed in this way. So He called his manager ****** ***** couldn't stop this transaction and he said he would report this to the technical department. He also said my refund would be back to my account in 24 hours or on Monday. But it has been one week already and I have not receive the refund. I talked to him on Monday and he could not give any solution and just told me to wait. The total amount of money involved is $250.
  
  Until now, I have no idea when I can get back my money. And ***** never contacts me. ** ** *** *** ** ***** ******** ***** ***** ** *** ********* *** **** ************ ****** *****

  Business Response

  Date: 20/12/2023

  PENDING Ticket #*******

  Good morning,

  I apologize for this inconvenience.  We have addressed this issue with that store GM and are awaiting an update.

  We will reach out to you at the email provided with an update as soon as possible.  Please expect a short delay as there is a higher volume of inquiries during this time of year.

  For a faster resolution, I suggest that you present yourself in person to the Store and request to speak with a General Manager on duty.

  Thank you for your patience.

  ****

  Customer Answer

  Date: 20/12/2023

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

• Initial Complaint

  Date:31/10/2023

  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.

  On July 25, 2023 I made an online purchase for a ******* from staples. Upon delivery of the package I realized the actual laptop was not inside. I then called staples to get some form of clarity and resolution but none was offered. I was asked to file a police report which I did, however the same outcome prevailed after providing them with the police report. At this point I’m stuck in the situation because ******* - which is the financial institution I used to make the payment. Is actively billing me for this transaction and I still haven’t gotten any form of resolution from staples.

  Business Response

  Date: 20/12/2023

  CLOSED Incident #*******

   I apologize for this delay however, this is an ongoing issue.  We are waiting to hear back from the police investigation as we have ample proof that this was delivered to the customer.

  We will send an update as soon as possible.

  thank you,

  ****

• Initial Complaint

  Date:18/08/2023

  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.

  Purchased a printer color cartridge earlier this year that now appears defective. It only prints in yellow. Was referred to the manufacturer for replacement. Manufacturer confirmed that product likely defective but warranty on product expired in 2016. Contacted Staples H.O. for resolution. Was informed that policy is no refunds after 14 days.
  
  I purchased the product as new but no one wants to accept responsibility for selling expired merchandise.

  Business Response

  Date: 29/08/2023

  Hello,

  Sorry for the delay in responding to the BBB.  

  I did discover however, that you have already called in our Home Office Escalation line to complain about this matter. It was indeed explained to you that our Return Policy is within 30 days, in its' ori****l packaging. Your purchase was made in January 2023. Of course, there is always room for making exceptions however, your purchase was done instore so we will need a store receipt, or proof of purchase.

  If you can email me this information as soon as you can, and I will see what we can do for you. 

  Please email me at:  **************o@*******.com

  Best regards,

  ****

   

  Customer Answer

  Date: 07/09/2023

   I am rejecting this response because: I responded to the company representative by email Sept. 1 * ****** *** *** ************** ** *** **** ***** I have yet to receive a reply. While I did receive email acknowledgement from the BBB it was an auto response so I have had no direct contact.

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

  Business Response

  Date: 07/09/2023

  Hello *****,

  I am sorry for the delay in responding but I have sent you an email earlier today with a resolution.

  Thank you,

  ****

• Initial Complaint

  Date:16/08/2023

  Type:Sales and Advertising 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.

  ***** ****** * ** ******* ****** ** August 11, I shopped online at staples.ca. While I was shopping, I lost my cell signal, and my order was inadvertently placed prior to me verifying details surrounding shipping/pick up options and charges.
  
  The subtotal for my goods was $38.70. A shipping charge of $24.99 was applied.
  
  When I discovered that my order had been inadvertently placed, I attempted to modify the order so I could pick it up in store and avoid shipping charges. When I was unable to modify my order, I called Staples on August 11.
  
  I was told that a manager requested that my order be cancelled, but it wasn't a guarantee. I was told if I received my order, I could call back and initiate a return for a refund, including shipping charges, provided the package was unopened.
  
  Later on August 11, I received an email saying my order had shipped. I called Staples again and was assured that it was an automated email and that my order hadn't shipped, and a cancellation would occur on Monday, August 14.
  
  I was contacted on Tuesday, August 13, by FedEx to arrange a pick up location for my order. When I received my order on Wednesday, August 14, I called Staples again.
  
  I was told that the shipping fees could not be refunded, so I asked to speak with a supervisor.
  
  The supervisor *** ***** ************** *** told me that I was fully informed of all the charges when I placed the order, and that orders couldn't be placed in error. He maintained that the shipping charges could not be refunded. After nearly an hour on the phone, he offered me a partial refund of $10. He refused to transfer me to his supervisor upon my request.
  
  I am requesting a refund of shipping charges, * **** **** *** *** ************* ** having to make multiple lengthy phone calls with no resolution, as well as changes to online ordering, so that customers can modify orders.
  
  I look forward to seeing how Staples will resolve the deep disappointment **** ******** ** ********

  Business Response

  Date: 22/08/2023

  Staples PENDING Ticket #*******- Order- ********

  Dear Carmen,

  I apologize for the frustration caused to you and this negative shopping experience.  We have made many enhancements and upgrades to our order processing procedures that has improved the quality of service to our customers.  Basically, the flow from our online system to our warehouse to our delivery team is almost seamless so we can get the orders out to our customers as quickly as possible. 

  Having said that, sometimes we do have a small window of opportunity that we can stop an order after it's processed.  This is the part that is never guaranteed. 

  Nonetheless, we could have handled this situation much better for you. I will email you shortly with my offer to make this right for you and hopefully this will encourage you to continue shopping with Staples.

  Thank you,

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