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:09/01/2024

  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 8/23/24 I bought, at the Staples store in ************, **, an ** printer and, upon advice of the manager, a Tech Help Plus plan. The order no was **********. The total for the printer, tech help plan and cartridges for the printer was US $526.77. The transaction number is 2358. When I attempted to set up the printer at home, I was unable to download the ** software, and the printer display failed to show what it was supposed to according to the website. When I contacted the tech help plan, I was told that there were no centers in my zip code ***** (in ******* in the middle of **************, **) that could schedule home service for me! I insisted, in vain, that I was living in a normal suburban area, NOT on the moon. (Where on earth does Staples think **************, **, is located?) Thus the help plan is totally useless to me, as is the printer because I cannot obtain assistance at home. Again, I live in normal suburban section of *********** only about 20 miles from downtown **! The first Staples associate I talked to advised me to return to the store to consult with the manager, which I did. The manager gave me another phone number to contact about home service, but that associate repeated the info that the plan was useless in my zip. This associate remarked that the store manager ought to have checked if the plan would be usable in my zip code. Both associates added that they would attempt to make sure that a problem like mine would not arise again. I retorted that that did not help me at this time. Had I known about the uselessness of the plan, I would never have even bought the printer! I wish to cancel the entire transaction for a full refund.

  

  Business Response

  Date: 09/11/2024

  We apologize for the negative experience with the services purchased at Staples. As we discussed, we are working with the store to deliver the best resolution possible. We appreciate your feedback and business with Staples.

  Customer Answer

  Date: 09/11/2024

  [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. 
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 09/16/2024

  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 case seemed to be resolved but I wish to inform you that the company has not kept its word.  On 9/11 at 9:30 am I received a call with terrible audio from no ************.  The gentleman apologized for the delay in finding a Staples technician to assist me with my printer issues and promised to be in touch within a couple of days.  Neither he nor anybody else from Staples has contacted me.  
  
  Regards,
  
  ******* ******* 

  

  Business Response

  Date: 09/24/2024

  Staples apologizes for the negative experience with the services purchased. We are happy to hear of the issue being resolved through the assistance of our Tech help. We look forward to working with the customer in the future.

• Initial Complaint

  Date:08/29/2024

  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.

  I placed the order on August 16th for a $200 **** gift card. I paid $207.95 for it. However, I was not able to activate the gift card nor was I able to use it. I call the Staple more then three times *************) but every time the representative told me the card has been activated and I can use it after 1-2 hours. Still I can't use the card. The representative also asked me to call the number on the back of the card *************). They told me it was a business to business line and has to be directly contacted by Staples in order to take further action.I was very disappointed. I requested either a refund or exchange of the card.

  

  Business Response

  Date: 09/09/2024

  Staples apologizes for the inconvenience we may have caused the customer. Customer has
  been refunded and issue is resolved.

• Initial Complaint

  Date:08/29/2024

  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.

  Staples is scamming their customers with Easy Rewards. I have been ordering ink/toner from them and to get the rewards you have to activate an offer. I know this from doing it in the past many times. The last two times I activated the offer but never received my rewards. After the first time they gave me my rewards after I contacted them about it. I told them then I know for a fact I activated the offer as I had done in the past and it did not register and they needed to check for an issue. They assured me it would work next time. I ordered again a couple weeks later making sure i activated offer. Again they did not give me my rewards. I called them again and they said they gave me a courtesy once and they are not going to do it again. What courtesy? I did everything I was required to do and was not given my rewards. How many people do they scam out of rewards by saying you did not activate an offer. I know I did as I make it a point every time as I have many times prior. I seem to always get my rewards when its a small amount but when its toner/ink and the rewards are over $100 they say I did not activate the offer first. How many people do they do this to? They are either scamming people or their app is not working correctly!

  

  Business Response

  Date: 09/04/2024

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and researched her concern. The correct offer was not activated prior to the purchase.

  Customer Answer

  Date: 09/04/2024

  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 
  I do not believe this to be true and would suggest to anyone using the offers to snap a picture and keep for your protection.  Will be returning unused purchased items for refund so will consider this closed as my loss after the return will only be half the cost of one ink cartridge.  Buyers should beware of Staples Rewards Program.

  
  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: 09/12/2024

  Staples response remains the same.

• Initial Complaint

  Date:08/28/2024

  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.

  I purchased a HP Jetpro 8025 printer in the middle of the Covid pandemic I were told the Jetpro Printer 8025 had a year warranty and once the warranty were up my additional 3 year warranty would kick in. I also purchased a double pack ink cartridges for $78. I have been having issues with my printer for some time now and have been trying to reach out to ** as well as company and have had no success. My printer is printing out blank pages and error notices as well as keep stating low ink when I put the new second ink cartridges in. I also have been trying to reach ** as well and when I contact them it keeps saying warranty expired 08/25/2021 which I also paid for 3 years warranty which were supposed to kick in after warranty. Whenever I try to contact ** I get an automatic message from company but no real assistance. I also try to reach out to the actual store I purchased and now online it states permanently closed find store at other locations but their are other Staples located in same location.

  

  Business Response

  Date: 09/06/2024

  Staples apologizes for the inconvenience we may have caused the customer. ********************** needs more information from the customer to assist further. We have been unable to connect with the customer

  Customer Answer

  Date: 09/08/2024

  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. 

  I have been waiting for a response and have not received a call I just recently received an email stating to call them after all this time and when I tried no answer. Staples also have my receipt already in their database from my rewards card when I purchased the printer I purchased through my rewards card as well as put years of insurance on item.When? I contacted their customer service number they refused to send me my past invoices receipts from my rewards card telling me to create account online which I already did and refused to allow me to get access online with my rewards card number I already had claiming they cannot go back two years then instead gives me a new rewards card number which I didn't need because, I already have one which have my purchase statement when all I need is a new printer and ink cartridges which they also sold me defective ink cartridges which I paid more for double pack. I also paid which bank card numbers which they have IMEI numbers to my printer and ********* Card number on file **************** under rewards card number 

  
  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: 09/19/2024

   Staples apologizes for the inconvenience we may have caused the customer. We refunded the customer's ink and we are working to facilitate a resolution between the customer and Asurion.

• Initial Complaint

  Date:08/26/2024

  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.

  Please, *****************************- Writer, I brought my computer into Staples, ***************, in Sept of 2023, I got sick in December of 2023 with a heart problem, pending hear surgery, which took me to Miami Fl another opinion, before leaving ************ Fl, I went to pick up my computer which was still there, BUT has another crack on the screen, 27 inches Screen replace, I took a photo of the computer before I left, now there are two crack on my computer. From Miami Fl I got in touch with *** of Staples ****************************** with photo attached stating the problem, I got in touch with ****************** in ** who owns Staples, it was said the second crack in the computer is from one of the employees, the date is on the photo of the first time it was brought in, you can see, the date as well on the second crack. Within that time period I left several emails with photo and explanation to Mr. *** ************************** concerning my computer. It took three years to write a book, there are three books on that computer with manuscript, these writings are in subjection to the hurting, (PTSD, Suicide Prevention, and Prayer). I saw the manager, on several occasions as well, my COMPUTER is toss, maybe because I am BLACK, my work is at the Library of Congress, forget the respect, Staples is a place of business, and License to do so regardless of color, or race. Please, requesting the return of my computer, I didnt think it was necessary to file a complaint, after so many emails to ***************************** or the manager concerning such importance. I followed up with every information needed, a discount with the screen replacement, because, ***** stated they does not do screen replace, I called they were expected the computer and gave a discount. Apparently there is a problem , from my iPad, prior I went in to print, getting ready for. ****************** when ***** refuse to print the size needed. I wonder why? **** the manager had a situation with me when I gave her my resume, May God Almighty

  

  Business Response

  Date: 08/27/2024

  Staples apologizes for the inconvenience we may have caused the customer. This issue has been addressed and our position remains the same.

  Customer Answer

  Date: 09/16/2024

  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 Computer at Staples from last September I sent you receipt, as well as photo, two photos to be exact, the computer screen had only one crack across, the screen, I was admitted in the hospital December 2-3, upon my return there was another crack which Staples placed on my computer, this was told to CEO ***********************, on several occasion. I have wrote three book on this computer, and it is very necessary to have it return to be. ***********************/ ******************************** 500 Framingham MA01702, Staples is owned by ****************** I also left a detail messages. The computer was left at Staples 1940 US1Highway ***************, I travel for heart operation the end of December, BUT contacted **** , *****, and other employee concerning my computer.WHAT? Is toss, this is not how business is been operated. Several, Several occasions without any response. PLEASE, REQUESTING YOUR ASSISTANCE. *****************************-Writer
  

  
  

  

  Business Response

  Date: 09/17/2024

  Staples apologizes for the inconvenience we may have caused the customer. This issue has been addressed and our position remains the same.

• Initial Complaint

  Date:08/26/2024

  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.

  Hi Im a Otr driver and i pay ipostal & Amazon to receive mail and packages at this location Staples ******************************************************************************************************************** that Works with & accept mail from these parties And I drove 26 hours back to retrieve mail that i paid for to come to this location and was given info that the personal accepted my packages & when I came to pick them up the personal continued to lie about not receiving it when I see my packages my **** mail box shelf 3 employees 2 male employees 1 email employee they gave me a hard time purposely and did not want to read the name on the packages some had my name torn off and some were on my #**** box shelf with a different number *********************************************************************************************************************************************** my packages but I had more that I ordered either there already of in route for delivery It is all on their surveillance cameras I Donot ever want to go back there any more!!!They were unprofessional causing me mental stress dysfunction discomfort Embarrassment **************************** had no empathy they were I. Cahoots!I would like to make a complaint based off of me being a customer that was poorly mistreated!Also I would like to take this to a civil litigation Small claims court.Thank you!

  

  Business Response

  Date: 09/04/2024

  Staples apologizes for any inconvenience we may have caused the customer. We have worked with our customer to resolve the issue.

• Initial Complaint

  Date:08/24/2024

  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.

  The transaction occurred on 8/24/2024. The total amount of the transaction was $586.43. I purchased a computer online. I chose the option to pick it up in 1 hour. I went to the store after the hour passed and was told they did not have the order. When I pulled it up online, it said that it would not arrive at the store until 3 days have passed. I went home and contacted customer service. I was told to cancel the existing order and place a new order. If I select the 1-hour pickup button, I could pick it up in 1 hour. I returned back to the store, and again they could not find my order to fulfill. I was then shown by the manager *** that they did in fact have it in stock. *** contacted customer service and told me that the order was on hold. I then contacted customer service only to be hung up on after waiting 10 minutes on hold. I called back a second time, only to be told that more information was needed from me to complete this order. I was then told that that department was not available. I wasting so much time and tried to retain my mental sanity for such a simple transaction. I asked to speak to a manager, which I was transferred to ******. I was told I should not have gone to the store because I did not receive the email of the order being ready. I stated that I hit the button for 1 hour pickup, but the response was that I did not receive the email. To me, 1 hour pickup means 1 hour. I was also shown by the store manager that it was in stock. If this wasn't so frustrating already, I was then told that my order would not be completed today because the accounting office was closed. Every online order goes through them. I want to receive my computer as promised and be compensated for my time, fuel, and overall mental health from being given the run around by this company.

  

  Business Response

  Date: 08/27/2024

  We apologize for the inconvenience encountered with your order. As we discussed, we will take your feedback to heart to avoid a situation like this in the future. We appreciate you shopping with Staples and hope that you will remain a customer in the future.

• Initial Complaint

  Date:08/21/2024

  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.

  I noticed Staples had a killer deal on the ** 34BN770-B monitor. $34.99, I thought it was some kind of flash sale, I jumped on it immediately and purchased it. I noticed about 10 minutes later the price was corrected at ******, this has absolutely no correlation with $34.99 so again, I thought it was a flash sale. I got an email about 4 hours later stating it was an error, and that my order was cancelled. I understand that it is in your T&Cs which I have read, that you reserve that right, however I am asking that you fulfill the order as promised. Honestly, Staples does well financially simply because every business I have worked for is a client of yours, including the one I work for now, and I know for certain that Staples has contracts with government entities such as FEMA. I am sure that it would not hurt you to fulfill the order as promised. It probably wouldn't even hurt to fulfill anyone else that tried to get it in this 10 minute window. I was really looking forward to using it at my workplace.

  

  Business Response

  Date: 08/23/2024

  Staples apologizes for any inconvenience we may have caused the customer. We have worked with our customer to resolve the issue.

• Initial Complaint

  Date:08/19/2024

  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.

  On Sunday, August 19, 2025, I went to the Staples in **************, ** to have a document laminated. Although there were several employees in the store, I was told that their business center was closed because someone called out. When I stated that this made no sense to me because there is store manager there and other employees, but no one there could assist when the business centers is one of the stores primary functions. I was further advised by a short man with a gray ponytail that the business center is a separate entity and that he could not help it if someone called out. I explained that this was not acceptable and that I was going to file a complaint, which is what I am doing.

  

  Business Response

  Date: 08/26/2024

  Staples apologizes for any inconvenience.
  We will review the staffing concerns and make sure it is addressed.

  Customer Answer

  Date: 08/26/2024

  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. 

  I would like written confirmation that the *************** is not a separate entity and that training will be provided for additional coverage so that there are no gaps in service.
  
  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,

  Reugenia

   

   

  

  Business Response

  Date: 09/05/2024

  Staples apologizes for any inconvenience.
  Staples response remains the same.

• Initial Complaint

  Date:08/16/2024

  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.

  This was the worst treatment I have ever received at a Staples in my life. Staples in *********************. I walked right in, grabbed 8 gift cards, walked up to the register, gave the cashier the gift cards (*****). This is when the mistreatment began. ***** first grabs the gift cards, and whistles to herself "Ok, whew." Then says, "Ok before we do this, I'm going to need to see your ID and the credit card you plan to use." ***** proceeds to stare down my ID for like 30 seconds. Holding up to her eyes, turning it over to stare at the back, comparing it with the credit card. I have no idea what's going on. She says, "Um, I need to go to talk to my manager." And she takes my credit card and ID to the store manager, ******. What happens next catches me off guard. ***** starts whispering in ******** ear and pointing at my ID, then ****** says "Oh yup, We can't accept your ID." She points to my signature on the bottom of the card which isn't the typical cursive signature. So we go into some long debate. I am told that I am not allowed to purchase any gift card at their staples if they don't approve my ID signature? This still doesn't make sense, so I keep going back and forth with the store manager until finally ****** gives up & tells ***** to run the purchase. ***** tries to but my credit card issuer blocks the transaction because I hadn't used the card in months. I step outside and call my bank. The bank verifies my identity in about ***** minutes, I walk back into the store to I complete the transaction. I let ***** know the bank released the hold on the card. ***** responds, "I need to see your credit card and ID, and I have to get the store manager to approve this again." So after that back and forth we have to do it over again? This time ****** won't approve the purchase. I get no reason this time as ***** tells me "your card declined so we can't do the purchase." Honestly, it was all too much at this point. This was blatant mistreatment.

  

  Business Response

  Date: 08/26/2024

  Staples apologizes for the inconvenience we may have caused the customer. We have communicated with the customer and partnered with the store regarding customers concerns.