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.

  275 Washington St Attleboro, MA 02703-5517

• 

  Staples, Inc.

  335 Washington St Woburn, MA 01801-2115

• 

  Staples, Inc.

  551 N Main St Providence, RI 02904-5722

• 

  Staples, Inc.

  465 Tuckahoe Rd Yonkers, NY 10710-5707

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:08/16/2024

  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 walked in to Staples today around 10 am and the women in the printing department was speaking with some one for ***************************************************************************************************************************** I proceeded to say I need help with the machine as this is my first time using this machine so she looked upset and proceeded to help others after me and I was standing there waiting for 40 mins and she still act as if I was not there .. I feel like this was racial as I was the only black man there at the time.. as I was about to leave I seen another black man walk in there and the same women said she wasnt able to help him also. So finally as Im about to leave store a man that said he was a manager tried to help me but at this time Im really upset and just want to leave so I left. I really will like this situation to be looked into

  

  Business Response

  Date: 08/26/2024

  Staples apologizes for the inconvenience we may have caused the customer. We have
  attempted to communicate with the customer but cust has not responded after
  several attempts

• Initial Complaint

  Date:08/14/2024

  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 brought an Epson printer a while ago. Took to staples to check it because it will not print. So I was told they no longer fix printers but I could recycle it. I said what does that look like? He said I would get $15 off of the new one which is the new one cost $99. I was like thats not good enough. So I said well let me just recycle. I will get $10 off but I had to spend $30 just to get the $10 off and I had one day to do it which wouldve been tomorrow cause I took it in today, its very appalling when you buy a piece of equipment from Staples and its not working. I dont remember if I have insurance because its been a while and then you tell me I can recycle. Which youll probably refurbish it and sell it and you only gonna give me $15 off $100 printer if thats the one that I picked because I was not going to spend another two to $300 for a printer to me. Its just not fair and I think it shouldve been a longer time to get $10 or they shouldve gave me a $15 gift card.. I think its an injustice to us when we spend so much money in Staples and in order us to even get something back we have to spend more money. That needs to be changed and need to give us a better reimbursement when your equipment is bad or stop working. It wouldnt print I cleaned the print nozzle. It still wouldnt print. Its amazing how you can buy a piece of equipment and when you need help with that something theres no help to be found. STAPLES IS RIPPING PEOPLE OFF..

  

  Business Response

  Date: 08/16/2024

  Staples apologizes for the inconvenience we may have caused the customer. Printer was purchased in 2017, provided customer with manufacturer phone number and sent customer a coupon as a gesture of goodwill.

• Initial Complaint

  Date:08/13/2024

  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 8/10, I attempted to purchase ********** gift cards through Staples.com, and the order was declined twice by my credit card company because of an address disc***ancy. The disc***ancy resulted from Staples.com requiring the -4 digits following the 5-digit zip code, and my credit card billing address only includes the 5-digits. After contacting the ******************* to update my billing address to include the 5-4 zip code, the order was processed successfully.After waiting for hours for the e-Gift card to arrive and not receiving it, I contacted Staples to cancel the order because I needed to utilize the cards to make an urgent purchase that day. The Staples customer service ***resentative was able to successfully cancel the order and I received the order cancellation email. At this point I assumed everything was all set. The following day 8/11, Staples re-processed the original order which was previously declined twice. I never received a successful order confirmation before receiving the delivery notification which came more than 2-hours after the e-Gift Cards were delivered. This eliminated any opportunity I had to resolve the erroneous charge. As such, I reached out to Staples customer service again, because now there is a $600 charge that should never have been processed. After the customer service *** spoke with their manager, the manager essentially said there's nothing they can do and to dispute the charge with my *******************.

  

  Business Response

  Date: 08/23/2024

  Staples apologizes for any inconvenience caused to the customer. We have investigated the issue and see there were two orders placed on Staples.com for ********** gift cards. The first order ********** was placed at 9:38am and the second order ********** was placed at 10:26 am. We did successfully cancel the second order **********. The first order ********** was processed and the cards were sent to **************. Gift cards are nonrefundable and can take up to 24 hours to receive. 

• Initial Complaint

  Date:08/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Poly Savi 8420 Wireless Noise Cancelling Bluetooth Stereo On-Ear Headset (8L7F2AA#ABA). I received them but unfortunately, were too large for my head rendering them useless to me. I contacted Staples three times to request a return. All were denied stating, "has been canceled due to a return policy violation". The return policy states, ************************************** Appliances has a 14 day" return window. I would like to return them for a full refund.

  

  Business Response

  Date: 08/15/2024

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

  Customer Answer

  Date: 08/16/2024

  [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,
  
  *************************

• Initial Complaint

  Date:08/07/2024

  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 February 15 ***** I ***************** in good faith purchased HP computer to replace old HP which was bought years ago in ********** from Staples. The Associate ********** was given all my information but entered my daughter's information ****************************** causing me problem of using McAfee anti virus software installed, I went back to Staples on February 22, 2024 and talked to Manager on duty who was suppose to correct the issue but did not for ****** wanted to charge me due to Staples entering my daughter's email.I contacted Staples Corporate office talking to a *************************,Case # ******** but only resolution she gave was a $50 dollar Staples gift card this is less the cost for me to purchase my own anti virus software. What happened to Staples Quality of service and desire to rectify their problem...

  

  Business Response

  Date: 08/09/2024

  We apologize for the negative experience with the chair purchased at Staples. As was discussed, the additional warranty purchased has paid out for the amount of the chair. We appreciate your business at Staples.

• Initial Complaint

  Date:08/06/2024

  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.

  trying to get a warranty replacement on a product ,I bought warranty and was denied claim staples is not willing to help resolve this issue outside of there warranty third party contractor who is assurion,i have spent hours on the phone with them I no longer want a replacement I want a full refund

  

  Business Response

  Date: 08/09/2024

  We apologize for the negative experience with the chair purchased at Staples. As was discussed, the additional warranty purchased has paid out for the amount of the chair. We appreciate your business at Staples.

• Initial Complaint

  Date:08/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a notary stamp on July 4, 2024 and paid online of which they removed the funds from my account and I was supposed to receive my stamp on July 17. It's now August 2, 2024 and I still have no stamp. The website states processing but shipped and it's been saying that since July 10. Still no stamp. No response to phone calls or emails from them either. I don't want there services. Just my money back. When I try to reach out to a human theirbphone lines are always "down" and there is no chat option or email to see what the problem is.

  

  Business Response

  Date: 08/09/2024

  Staples apologizes for the inconvenience we may have caused the customer. ********************** never received payment authorization from the cust bank so the order was canceled. We have attempted to communicate with the customer but cust has not responded after several attempts

• Initial Complaint

  Date:08/02/2024

  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.

  sent me UCE/unsolicited commercial emails more than five (5) years after I purportedly made a purchase, and after multiple previous communications with you to cease-and-desist contacting me that I have not agreed to, requested, nor subscribed to.

  

  Business Response

  Date: 08/07/2024

  Staples apologizes for any inconvenience.
  
  We would like to have the customer send us a copy of the email that he received and to confirm if he used the unsubscribe link as discussed in his last conversation with Staples. Once we have this information we can continue to review his request.

  Customer Answer

  Date: 08/07/2024

  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. 

  The email in question was enclosed/attached with the initial complaint.  You will note that I received no emails prior to that occasion, and there is no logical nor business reason why I would - suddenly - start receiving email purportedly related to "guest checkout activity in 2018" -- five years ago at the time!
  

   

  

  Business Response

  Date: 08/09/2024

  We have reviewed the information provided by ************** and Staples response remains the same.

  Customer Answer

  Date: 08/12/2024

  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. 

  Despite providing extensive written documentation that I had not made any recent purchases (and it's unreasonable to suddenly email someone 5 years later!) -- but was able to show a pattern where Staples continued to contact me after demanding that they cease-and-desist, Staples should admit and make right their mistake.
  
  Regards,

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

   

   

• Initial Complaint

  Date:08/02/2024

  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.

  I went to Staples on the morning of Aug. 2 to pay for printing and mailing. First, I noticed the store is a mess, and they hide the chairs behind the register so customers can't sit and work at the computers. Second, I experienced horrible customer service. Over the past year, I noted that the managers are extremely disorganized. For example, after self paying to print my documents, I waited first in line to pay to mail my documents via **** The manager (his name starts with M) asked me to enter all of my info into the computer (FROM, TO, letter size, etc.), even though it is common for employees to do this for a customer. While I did that, he left to work on other tasks. When he finally came back, he told me to restart on another computer across the store because he wanted to use that computer to check out the customers waiting behind me. He told me that my info would be saved. It wasn't saved, so I had to re-enter the info and wait for him to check out everyone behind me in the first line I was in. Then he ignored me, so I had to ask him again to help me. Then he left again and told me an associate would finish my job. She was very rude to me when I asked to finish the job, speaking antagonistically, impatiently, and demeaning to me when she told me to enter the size of the letter into the computer. She huffed off at me when she walked away after I paid. Throughout the process, I asked another associate for help, and she told me that she doesn't do that job. Additionally, when I asked the associate if I could use a chair behind the desks to sign my documents, she became irritated with me, rolled her eyes, and said "bring it back." I am asking for the senior management of this Staples to 1) refund me; 2) better train all of their staff; and 3) to send me a written apology via email. Attached are my documents for reference. I am not coming into the store to process the refund. Otherwise, I will take my business elsewhere and dispute the charge with *****.

  

  Business Response

  Date: 08/06/2024

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer.We have issued his refund and we feel the customers concerns have been addressed.

  Customer Answer

  Date: 08/06/2024

  [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,
  
  *******************************

• Initial Complaint

  Date:08/02/2024

  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.

  After reading several posts about this location, it is clear that there is an internal, cultural pattern and practice of devaluing customers. They are blatantly demanding that I accept their decisions as final to intimidate me. On Monday, July 15, 2024, I visited this specific location to ship 3 packages from ** to my *******, ** home. Two of those three packages arrived on time as agreed. The package in question has caused me great distress for I have been caught between 2 major brands ****************************** who neither is taking responsibility for the problem. I paid $65.28 to ship the box in question and there has been extreme confusion surrounding whether the box was picked up or the overall possession of the package. I had an expected delivery date of 7/19/24 for all 3 packages. Both companies took the least path of resistance and deemed the package lost without ever taking the time to actually look for the item. I have spoken with both companies but ******* at Staples forbade me from calling *** again. Both companies are blaming each other and neither has any interest in locating my package and its precious contents. They are trying to force me into silence by stating they will give me $100 and I was informed by ******* that Staples is closing the case without any real effort to locate the package. THE PACKAGE IS NOT LOST. I truly believe there is an issue with labeling at the Staples location and they would rather discard my items than to look for them. I am challenging this extremely poor interest in resolving this matter from ******* at the Staples Corporate office, ************** I am requesting that any attempt to close this matter be halted and both companies get busy in locating my package. Further, ******* has assumed too much power in this matter and currently, he is the first and last word on this issue and I do not accept that. I am not willing to accept a $100 claim payment as a means to eliminate this and not service this severe problem.

  

  Business Response

  Date: 08/09/2024

  Staples apologizes for this inconvenience and has advised the customer that ********************** has confirmed the 3 packages were picked up from the store and there is currently a lost package investigation with **** *** Claims is working with the customer on their claims process and further action will be taken by ****

  Customer Answer

  Date: 08/20/2024

  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 attached a letter to the attention of Staples in this answer but *** shares the burden of the problem as well.  I am very distressed with manner in which both companies have discarded this matter using their authority levels to intimidate me to silence.  This matter is not closed or resolved.  It is now being escalated.  
  FAQ
  
  Regards,

  *********

   

   

  

  Business Response

  Date: 08/28/2024

  Staples apologizes for this inconvenience and has advised the customer that ********************** has confirmed the 3 packages were picked up from the store and there is currently a lost package investigation with **** *** Claims is working with the customer on their claims process and further action will be taken by ****
  
  Staples response remains the same. *** has an open file for this order and is in the process of trying to locate it.