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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:14/08/2023

      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.
      I ordered 3 items from Staples but only 1 item had arrived. It seems that my order was split into 2 boxes for delivery, both intended to arrive on the same day. A signature was required for both packages as the tracking shows “Delivered-with Signature”. However I only received one item, which was left at my doorstep without asking for a signature. I promptly contacted the agent via phone, and they assured me that they would initiate an investigation and reach out to the courier to locate the missing package. The following day, I received an email from a different agent who stated that my order had been delivered. The email included the following message: "If this information is incorrect and you have not yet received your complete order, please inform us by reaching out via email or chat." I promptly contacted them again, and another agent assured me that they would get in touch with the courier to resolve the issue. However, the subsequent day brought another email from a different agent, suggesting that if I still hadn't received my order, I should contact my financial institution to dispute the charge on my credit card citing “At this time, if you have not received your order, please reach out to your financial institution to dispute the charge on your credit card. We apologize for any inconvenience this has caused”. This situation is causing significant frustration, as it appears that zero effort had been made to contact the courier and track down my missing package. The agent also emailed me a supposed Proof of Delivery, which essentially showed nothing since I did not sign for anything. Notably, the agent also REconfirmed that the package was left at my front door, stating, "According to our delivery records and tracking information, your order was delivered as scheduled and left at your door on August 8th, 2023, at 3:24 PM." If my package was left at the door, how would I have been able to sign for it if a signature was clearly needed for a Proof of Delivery

      Business Response

      Date: 22/08/2023

      Good morning,

      Staples ticket:  PENDING Ticket #*******

      I truly apologize for the inconvenience and the delay in responding to your concern.  Please reset assured that one of my agents will be reaching out to you to resolve this situation and make things right again.

      Thank you in advance for your patience and understanding,

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

    • Initial Complaint

      Date:08/08/2023

      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.
      I am writing this complaint with regards to order ********. I contacted customer service days ago because of all three packages I received, many of the items I ordered were not included. I provided customer service with a list of the items I did not get and explained that I would like a refund for what I didn’t get so I can 1) Repurchase these school supplies for my children 2) Avoid any other potential issues with mail order. They were responding but have stopped and have not given me any guidance on how to proceed nor said anything to assist. **** **** ** ********** **** ** ******** **** ***** ***** *** I simply want my money back for the products I did not get.
      The items I did not get in the order includes: 1 of item ******, 1 of item *******, 1 of item *******, 6 of item *******, 2 of item ******, 1 of item *****, 1 of item ******, 2 of item *******, 1 of item ********, 2 of item ********, 1 of item *******, 2 of item *******, 2 of item ******, 2 of item *****, 1 of item *******, 2 of item ******, 1 of item 2841919, 2 of item ******, 1 of item ******, 1 of item ******, 1 of *******, 1 of *******, 2 of *******, 2 of ******, 1 of ******* and 1 of *******.
      I assume someone made a mistake with my order and that’s why this issue occurred but customer service should be more helpful.
      I would like my money back for these items so I can purchase in store and NOT deal with such issues.

      Business Response

      Date: 22/08/2023

      Good morning,

      Staples PENDING Ticket #*******

      I apologize for the delay in responding to your email.  I would gladly like to resolve this issue for you.  However, I do see lots of communication already was had and would like to make sure that this is still something that we need to fix for you.

      Please reach out to me directly by email to:  ***************@*******.com, if you are still missing either items or a refund and It will be my pleasure to assist you.

      Thank you for your patience.

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

    • Initial Complaint

      Date:11/11/2022

      Type:Service or Repair 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.
      Hello,
      We bought **** ******** **** *************** 14" for $900 + $250 (warranty) laptop *** ** ******** *****, we also bought extended warranty with this, suddenly the laptop starts making noice in the fan area, we gave it to staples for repair, after two days they called me and told this laptop cannot get repaired and they offered me $650, now I have to buy a new laptop adding more $$$$ *** ** ******** ASAP ** *** ***** *** *** ******* I told the staples to give me a new laptop as they said buy the warranty for "peace of mind" they completely denied is this is a "peace of mind"????

      Business Response

      Date: 28/11/2022

      Hello,

      We have been communicating with this customer directly.  I have emailed him a response today and made an offer to resolve this issue.

      Waiting to hear from him.Thank you,Manager, 

      Customer Answer

      Date: 29/11/2022

       

      Better Business Bureau:



      I got an email from the business directly about my complaint ID ******** and find that this resolution is satisfactory to me.




      Sincerely,



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

    Staples Canada Inc is NOT a BBB Accredited Business.

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