Complaints

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

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  Staples, Inc.

  500 Staples Dr Framingham, MA 01702-4478

• 

  Staples, Inc.

  1660 Soldiers Field Rd Brighton, MA 02135-1108

• 

  Staples, Inc.

  515 Boston Post Rd Port Chester, NY 10573-4734

• 

  Staples, Inc.

  155 Route 22 Springfield, NJ 07081-3109

• 

  Staples, Inc.

  545 Us Highway 46 Totowa, NJ 07512-1735

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:06/11/2025

  Type:Service or Repair 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 April 16, 2025 I took my laptop to Staples for hard drive failure. Staples said they would remove hard drive and recover data; then reinstall new hard drive with the old data. Subsequently, Staples said hard drive was dead and datal unrecoverable. They offered to send the hard drive to a data recovery company and said the minimum price would be $1,000. I declined that offer. They installed a new Windows 10 hard drive system with none of my data recovered. When I picked up the laptop and we did the initial login I noticed they had incorrectly used the name - "**** ****", not my correct name. They corrected that. When I got the computer home and got into my One Drive I noticed the username and administrator name was "**** ****". Totally incorrect of course. On April 18, 2025 I called Staples and explained the situation and the employee seemed mortified and promised to have one of the tech people call me immediately. They never returned my call to remedy their mistake. Finally, I emailed the Staples Store Manager and he did not respond to my email. SUMMARY: Staples work was totally worthless, requiring me to take my computer to another company that actually knew what they were doing. I WANT MY $289.98 BACK FROM STAPLES. Finally, I took my laptop along with the old hard drive to Best Buy. Within 30 minutes they were able to recover all of the data from the old hard drive. They also were able to install a new hard drive with all of the old data in Windows 11. Staples said the old hard drive was dead (FALSE) and said they could not install Windows 11 on a laptop of this age (FALSE AGAIN)! Additionally, Best Buy corrected Staples error relative to the "**** ****" name, correctly putting my name - ***** **** in the One Drive system! I paid Best Buy $180 for its services.

  

  Business Response

  Date: 06/13/2025

  Staples apologizes to the customer for the inconvenience, we have worked with the customer and resolved the issue regarding the tech services.
  

  Customer Answer

  Date: 06/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Staples generously agreed to and did refund $189.98 on 12 June 2025, which was the actual cost of their associate's work.  The remainder of the money expended to Staples was for a One Drive, which I ultimately utilized.  ******, the General Manager reached out immediately upon receipt of the complaint and expeditiously resolved same. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:05/28/2025

  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.

  We have tried twice to order a cell phone for my son from the Staples website. However, both times, Staples canceled the order for unknown reasons. When we called them to see why they canceled it, they only told us that they could not verify some of the information we provided (name, email address, mailing address, billing address). When questioned about what information they couldn't verify, they could not answer that. I've lived in the same house for 18 years, had the same number for probably 25 years, same email address for about 17 years, and they had already received approval from our credit card company to process the charge. I feel Staples is scamming people in some way. What for-profit business would decline an $800 sale? NONE -- or they would at least tell you what "they couldn't verify". They did tell me to go to a store to buy the cell phone. I live 1 1/2 hours away fromtheir closest store, which doesn't even carry cell phones.

  

  Business Response

  Date: 05/30/2025

  Staples apologizes for the inconvenience we may have caused the customer. The customer has been contacted, and our position remains the same.

  Customer Answer

  Date: 05/31/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business should be able to tell a customer why they are not allowing the customer to buy the item.  I think they are using their "system" to discriminate against certain individuals.  This is against the law & should not be allowed, as well as unethical.  Staples pays their third party provider for the verification system they use.  Therefore, they are in control of what information they can see and what they don't want to see.  I think they are using this third party to discriminate against certain people and saying their third party provider will not allow them to see the unverifiable information.  When Staples contacted me, they were well aware of this issue with many customers and refused to take any action to help their customers or change their system.  This proves they are indeed discriminating against certain people groups and do not plan to change their business practices to allow for free trade and non-discrimination.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 06/02/2025

  Staples apologizes for the inconvenience we may have caused the customer. The customer has been contacted, and our position remains the same.

  Customer Answer

  Date: 06/04/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My position has not changed.  Staples is using their computer system to discriminate against certain people.  Not only is that unethical, but illegal.  It should be investigated further. 

   The business should be able to tell a customer why they are not allowing the customer to buy the item.  I think they are using their "system" to discriminate against certain individuals.  This is against the law & should not be allowed, as well as unethical.  Staples pays their third party provider for the verification system they use.  Therefore, they are in control of what information they can see and what they don't want to see.  I think they are using this third party to discriminate against certain people and saying their third party provider will not allow them to see the unverifiable information.  When Staples contacted me, they were well aware of this issue with many customers and refused to take any action to help their customers or change their system.  This proves they are indeed discriminating against certain people groups and do not plan to change their business practices to allow for free trade and non-discrimination.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:05/28/2025

  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.

  In April 2025 made a purchase of four gift cards: *********, ************************ and Panera for a total of $125 as a gift for my sister. When my sister attempted to use the ************* card at the ************* located on *******************, *************, **, she was told the card had no funds. I went to Staples on 4/16/25, dealt with "Store Manager" ******* ******* and was told there was nothing she can do and I can dispute the charge with my bank. I have been trying to dispute but Staples is adamant to say there were funds in the card. I am seeking for them to show proof that the card had funds in the amount of $30. The other three cards purchased had funds applied and there was no issue. I want Staples to refund me $30 and they fraudulently sold me a card without monetary value.

  

  Business Response

  Date: 06/02/2025

  Staples apologizes for the inconvenience. We can confirm that the card was fully activated and the funds were fully loaded to the card as shown on the receipt. For security reasons Staples does
  not have access to card information besides the activation info. Therefore all other concerns on why the card does not seem to have a balance will need to be discussed with Pandaflex, the owner of the card.

• Initial Complaint

  Date:05/22/2025

  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.

  I went to Staples to buy paper. They no longer carry the product on sale at the store, but told me I could order, on-line, in the store, and have it delivered to my apartment. I agreed and paid for the product in full. The order number is **********.The paper failed to arrive at my home. I called the store. They said it was delivered. I told them it had not been delivered. They told me, they couldn't give me a refund because I couldn't return the item. Obviously, I can't return what I have not received. They wanted me to contact an 800 number during business hours; which mean I have to take time from work because the clerk at the store refused to solve the problem. I want a refund. I will get one, because I'm going to dispute charge with my bank and have my money refunded. I would like you folks to let someone at Staples know that this kind of "we won't help you...call another number attitude must the reason that I see very customers in the ********************** store. And the reason that I will never shop there again.I don't know when businesses decided that they sell things and they collect money, but if there's a problem, they don't have to fix it. Instead, I'm supposed to go through a dog and pony show to correct their problem,********

  

  Business Response

  Date: 05/29/2025

  Staples apologizes for the inconvenience. We have tried to contact the customer by phone and email, and were unsuccessful. At this time, a refund by check has been mailed to the customer. This should arrive within 7 - 10 business days starting April 23

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair 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.

  As a national chain store, I am appalled that you held on to my check for a month April 16th and it was presented to ********** on May 16th ------I am requesting for the inconvenience and the money be refunded ---the *************** has been operating without a leader! The sore is a mess! Certgy needs to be contacted and this needs to be cleared off my account.

  

  Business Response

  Date: 06/05/2025

  Staples apologizes for the inconvenience. After a careful review, the delay in getting the check posted was due to an initial decline. We did a second attempt to get the check posted, and that was successful. Therefore, the payment date was later than the customer expected. 

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  **** Of Favors

   

   

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service 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 must say, one positive is that its never very busy in this location, which makes things convenient. However, the last threehonestly, fourtimes Ive gone, its been quite an ordeal.The usual woman who works in the *** section always seems to be in crisis mode when she has to scan something. She acts like helping you is a burden, and its not just directed at meshe has the same attitude toward anyone who walks up. One time, she didnt have a pair of scissors when I needed to open an Amazon return. She snapped, You cannot ever return something in an Amazon package, then tried to open it with a tape dispenser. Eventually, I had to use my keys to open it myself. It felt like she was trying to make me feel bad, but it really wasnt that serious.Ive worked in customer service for over 25 years. I dont look my age, so maybe she assumed I was younger, which could explain the condescending attitudebut thats no excuse.On another visit, a younger woman with gray extensions in her hair was working. She sent every customer to a different section for printing, which caused confusion. We all kind of looked at each other unsure of what was going on. When it was my turn, she said, Oh, you have more returns. Wow, as if two items were too much to handle. Again, the attitude felt unnecessary.On my most recent visit, a man wearing a mask helped me. The transaction went fine, and I thanked him as I walked away. Then, out of nowhere, he yelled sarcastically, Thanks for your help! I appreciate your service! loud enough for three other customers to turn and stare. The tone was so rude and unnecessary that it made me wonder if he was okay mentallymost people dont behave that way in public.I dont know why Im expected to give a *** on the back or a gift card for someone simply doing their job. If the staff feels under appreciated, perhaps they need to consider a different career.

  

  Business Response

  Date: 05/21/2025

  Staples has apologized to the customer for the poor customer service experiences and assured that Staples takes these concerns seriously and will be addressing them with the associates involved.

• Initial Complaint

  Date:05/19/2025

  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 asked Staples worker for help sending a fax to the ******************************. I am a veteran. I did not get help. I sent the fax as best as I could, and I called the VA to see if they received the fax. I called the VA to make sure they received the fax on speaker and the person that did not help me heard that the VA received blank pages. The fax costed $54.58 and a lot of money to send for 1 fax. I asked for a refund and Staples said no. I am a Mexican American Veteran but and I was first to ask the help but the lady I asked for help was white. I think this is also a racial thing as the person that she helped instead of me was white, but I was first to ask the question. I am really upset that I could not get my money back or that they would not even help me resend the fax at no charge and that the whole thing also seems a racial thing. I am so upset.

  

  Business Response

  Date: 05/20/2025

  Staples apologizes to the customer for the inconvenience. We have been in contact with the customer, and the customers concerns have been resolved.

  Customer Answer

  Date: 05/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  I also want to thank Staples for handling this in a quick matter and for refunding my money.  The store manager did the best she could to help resolve this matter and I will continue shopping here as when this happened it was a very stressful day for everyone and also many people were graduating and was the end of the day.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:05/15/2025

  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 placed an order on May 10, 2025 through ****** for a product fulfilled by Solutions by Staples (**************************) Order # ***-6432847-7149830. The item was a ************* Staples Flexfit Dexley Ergonomic Mesh Swivel Task Chair, Gray (UN61365). The total I paid was $*********** is the issue: for two full days after placing the order, there were no updates. Then, suddenly, the tracking status changed to Delivered with no photo evidence, no delivery confirmation, no signature, and no actual item.I immediately reached out through ****** to report this. In response, you falsely claimed that the delivery driver could not take a photo because the building manager would not allow it. This is a blatant lie. I live in a townhome, not an apartment, and there is no building manager involved in any capacity.Furthermore, I have a Ring security camera monitoring all deliveries to my front door. On the day you claim delivery was made, no delivery was captured, no driver ever arrived, and no package was left. Your statement alone proves you never attempted ************ have failed to provide the chair I paid for. You refused to resolve the issue, and instead offered nothing but fabricated excuses. This behavior is fraudulent, and it reflects dishonest business practices.I want this resolved immediately. I want you to issue a full refund. Failing to do so will result in further escalation through consumer protection channels.

  

  Business Response

  Date: 05/23/2025

  Staples apologizes for the inconvenience we may have caused the customer. We have contacted the customer several times via phone and email to encourage him to reach out to ****** as we are not able to view their orders, but we did not get a response.

• Initial Complaint

  Date:05/14/2025

  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.

  Return Mishandled Staples Drop-off Not Processed by ****** I am filing this complaint because I returned an Amazon package through Staples on April 1, 2025, but the return was never processed, and I have not received my refund of $333.07.The item was a ***** Women's Lyra Ankle Boot Fashion, and it was dropped off at a Staples location as part of Amazons return program. I followed all return instructions provided by ****** and was told to drop the item off at Staples. I received confirmation from Staples that the item was accepted, but ****** never received it, and my refund has been denied.I contacted ****** multiple times and was told to wait 30 days. After complying, I was then informed that no refund would be issued. ****** stated they never received the return. I believe this issue stems from a mishandling of the package by Stapleseither it was not scanned properly or never forwarded to Amazon.I am requesting that Staples investigate this return, provide confirmation of shipment to ******, and take accountability for any missteps that led to the loss of my returned item and refund.

  

  Business Response

  Date: 05/23/2025

  Staples apologized for the inconvenience. We have done a careful review of the situation. At the time of the drop-off a confirmation receipt was provided to the customer. The customer should continue with the drop-off receipt with the ****** team. Since ****** is the owner of the return, they can request an investigation to be completed with the carrier.  Due to the volume of packages, the carrier usually does not scan the packages during pick up, and scans will happen once the package reaches the first facility

• Initial Complaint

  Date:05/09/2025

  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 have been on the phone with the Philippines for 2.6 hours trying to order ink for my HP 1520 Jet Set printer ink number 21 and 22. I have never spoken to such ignorant stupid people. Why is Staples hiring these non-functioning call center individuals. I do legal work and I cannot have this. Furthermore I have several gift cards I attempted to use and one of them said I used Too Many gift cards and I succeeded my limit for the day? Are you kidding me? Please help me contact Staples corporate to get my gift cards turned into cash and my coupon turned into some kind of cash so I could be done with these people I am very disgusted.

  

  Business Response

  Date: 05/13/2025

  Staples apologizes for the inconvenience. We attempted to connect by phone and email, but were not able to speak with each other. We can apply up to 5 gift cards per purchase. Cards may not be consolidated.

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process. Better Business bureau. I was not even allowed to apply three cards before ******** were or wherever they were answering from shut me down. The woman from Staples is going back and forth with me and not communicating and not calling me. Her name is Miss o l d and it's going nowhere. I would like a different person from a Staples contact me so we can get this taken care of. My gift cards were used by the person who answered in the foreign country and now they show no funds on them and I want them credited back immediately
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 05/20/2025

  Staples apologizes for the inconvenience. As a one-time courtesy, we offered to merge and transfer the two gift card balances into one coupon to be emailed to the customer. 

  Customer Answer

  Date: 05/25/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

  This woman from Staples has been very rude and not civil or courteous with me. She has been impossible to deal with an impossible to get a hold of. She owes me two gift cards and $ $40 coupon. The $40 coupon was sent to me by corporate for an issue several months ago. I deserve my $40 coupon and because I was in the hospital and could not use it, I deserve that courtesy.
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 06/02/2025

  Staples apologizes for the inconvenience, our position remains the same. We can merge the remaining balances of the two gift cards into one courtesy coupon. The courtesy coupon given to us was already used and is therefore not eligible to be replaced.