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:08/01/2024

  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.

  ON 04/13/24 I VISITED OUR LOCAL STAPLES STORE IN *****, **. THIS MAY OR MAY NOT BE CONSIDERED A COMPLAINT AS IS OBVIOUS FROM THE DATE OF OCCURANCE. SINCE 2018 I HAVE PURCHASED H&R BLOCK'S INCOME *** PREPARATION CD FROM THIS STORE. REALIZING WHEN I RETURNED HOME THAT I HAD INTUIT TURBO*** PROGRAM FOR YEAR 2023. RECALLING THAT THERE WAS NO H&R PROGRAM DISPLAY IN THE STORE I FILLED FOR AN EXTENSION OF ***ES EXPECTING TO RETURN THE INTUIT PROGRAM TO STAPLES AND HOPE THE STORE STILL HAD SOME OF H&R PROGRAMS FOR 2023 AVAILABLE. AS MY EXTENSION WAS ELIGIBLE UNTIL 10/24 I PROCRASTINATED UNTIL 07/24/2024 RETURNING THE INTUIT PROGRAM. I WAS IN THE STORE MAKING OTHER PURCHASES ON THAT DAY AND EXPLAINED MY PROBLEM TO THE YOUNG LADY AT CHECKOUT. SHE CALLED HER MANAGER AND WAS TOLD THEY NO LONGER HAD THE H&R PROGRAMS AVAILABLE IN THE STORE BUT SUGGESTED THAT I COULD RETURN THE INTUIT PROGRAM AND THEN PLACE AN ONLINE ORDER FOR THE H&R PROGRAM. ON 07/26//24 I VISITED THE STORE TO RETURN THE INTUIT PROGRAM FOR A REFUND. AS YOU CAN SEE I WAS 90 DAYS AFTER ORIGINAL PURCHASE. THE MANAGER EXPLAINED THAT SINCE I WAS OVER 15 DAYS FROM ORIGINAL PURCHASE THAT THERE WAS NOTHING SHE COULD DO. COMPANY POLICY. I ORDERED ONLINE THE H&R PROGRAM FROM STAPLES AND RECEIVED IT, DOWNLOADED ITEM HRB641800V005 AND PROCEEDED TO COMPLETE MY ***ES FOR YEAR 2023. NOW I AM OUT THE $40 FOR INTUIT PROGRAM TO STAPLES AND THE $40 PLUS ONLINE FROM STAPLES. SIMPLY PUT I FEEL THAT A MAJOR PORTION OF MY PROBLEM CAME ABOUT BECAUSE I DIDN'T PAY ATTENTION TO MY FIRST INSTORE PURCHASE. HOWEVER I DO FEEL THAT STAPLES SHOULD ACCEPT THE RETURN ITEM INLIEU OF THE *** PROGRAMS I HAVE PURCHASED SINCE 2018 TO SAY NOTHING OF ALL THE OTHER MONIES I HAVE SPENT WITH YOU. I PREVIOUSLY OWNED A BUSINESS THAT PURCHASED OUR SUPPLIES FROM YOU AND IN 2009 I CONVERTED THE ACCOUNT TO MY PERSONAL NAME. THANK YOU FOR YOUR CONSIDERATION.******************* PHONE # ************ REWARDS # **********

  

  Business Response

  Date: 08/02/2024

  Staples apologizes for the inconvenience. Staples and the customer have been in contact and a mutual agreement was reached. 

• Initial Complaint

  Date:08/01/2024

  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 went to use the print station at the Staples on ********************************************* and I never even used it because the email never came in so I left the store no pages were printed at all

  

  Business Response

  Date: 08/09/2024

  We apologize for the negative experience with the printing encountered at Staples. As we discussed, please contact your bank to investigate this charge as we do not show Staples collecting on this. We appreciate you shopping with us and hope this concern will not dissuade you in the future

• Initial Complaint

  Date:08/01/2024

  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.

  Staples is refusing to honor its own Return Policy. I purchased a Laptop on July/17/2024 @ Store #**** in **********, ********* for 599$. I asked the Electronics associate that day (****) if there were any issues with the Laptop how I would be refunded. He stated I would be refunded to the same method in which I paid. I verified this via the Staples Return/Exchange website which states: If you paid:In a store with cash, debit card or a check, and you have your receipt, well refund your purchase with cash. On July/29th/2024, 12 Days after purchase, I returned to the store to return the laptop. Well within the 14 Day return window. After arriving at the store and presenting my receipt, I was immediately told We dont have that in cash by Sales Manager (*********). I asked her if there was another time or day I could return to the store that would work better. She said no. I then asked if there was another Manager available. She immediately started getting defensive and taking it personally. I asked if there was a way she could get the amount needed from a safe. She said no. She then stated she is done going back and forth with me and a Corporate Check is my only possible option. Otherwise I will NOT be allowed to make my return! She also declined when I asked if someone could make a bank run to get the cash. I stated I would gladly wait for the time, whatever it would take. I was told once again, its a Corporate Check that I have to wait 14 business days for, or I wont be allowed to make the return. I have my receipt, its within the return window, and the laptop was in Like-New condition. There is NO exception listed on the site that states if a purchase exceeds X amount of dollars, it will be refunded via Corporate Check. Just because you dont want to give out that much cash from your drawer, shouldnt make it okay to break and twist policy. When I further pressed ********* for the threshold of cash that turns into a check, she said she didnt know.

  

  Business Response

  Date: 08/08/2024

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

  Customer Answer

  Date: 08/12/2024

  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. 
  

  Big thanks to W****** at Staples for going above and beyond to solve this matter. 
  
  Regards, 
  

• Initial Complaint

  Date:07/30/2024

  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 have been going to Staples for several years to use the, staples print me copy machines. But the last two times I have went in to copy some confidential documents the customer service girl that was there today 07/30/24 at 1:30 in ***************** at **********************************. Encouraged me to go to a print me app to print my private documents. Not a staples site. I use Staples print me because I like to keep all my documents private and Ive had some very confidential information for US immigration services. I hope that you can rectify the situation by allowing to be able to print documents privately, so the customer service employee will not look at my documents which are confidential.

  

  Business Response

  Date: 08/07/2024

  Staples has attempted to reach out to the customer to apologize for the experience and work to resolve the issue. We have not received a response from the customer. We will assist the customer if they reach back out.

• Initial Complaint

  Date:07/29/2024

  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.

  July 29,2024 Staples staff, ultimately including a supervisor, allowed a customer to berate and curse at another customer, me, while waiting in line, because he felt he was supposed to go first, even though he arrived in line after I did. Staples staff said nothing to him as he was cursing me, they said nothing to him after he was continuing to curse at me and ultimately when I threaten to call 911 that is the only time they did anything. At that time they called the supervisor over, and all she did was take him to another line and service him.There were enough Staples Staff witnesses who heard him cursing the entire time to have him removed from the store or for them to call 911 to remove him. He was a 20 something year old 6 foot male cursing loudly at me, a 65 year old, 5 1 woman standing within less than a foot from one another . I was harassed and felt this was a potentially dangerous situation requiring an intervention and removal of the male customer.

  

  Business Response

  Date: 07/30/2024

  Staples apologizes for the inconvenience we may have caused the customer. The feedback was addressed with the store staff and the customer was advised of this.

• Initial Complaint

  Date:07/28/2024

  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 ordered two co2 bottles for my Soda Stream. The wrong ones were delivered. They do not fit into my machine.

  

  Business Response

  Date: 07/30/2024

  The customer ordered with Instacart, we do not have access to their orders. The customer has been directed to contact Instacart for assistance.

• Initial Complaint

  Date:07/27/2024

  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.

  ***** delivered my package from Staples on 6/12/24. The box was damaged and partially opened. The package was supposed to have an Apple Watch in it but the only thing in the box was the shipping receipt. I contacted Staples immediately via their online chat portal and was told that I would get a refund to my original form of payment because the item was no longer available to replace. Shortly thereafter, I received an email from Staples saying that the refund had been canceled. I called Staples this time and when I finally was able to speak to an actual human, I was transferred a couple of times. Finally, the customer service supervisor told me that they could not issue a refund because on their end it showed that the package delivered without issue by *****. She suggested I call *****. I called ***** and was told that Staples had to file a claim to get a reimbursement. So, I called Staples again and was told the same thing. Staples said they don't file claims and there is nothing they can do because in their system it shows the package was delivered. This person suggested I reach out to my credit card company to dispute it. I did that as well and the credit card company of course got the same response from Staples. I contacted ***** again and was able to file a claim with them on my own but they need "shipper waiver authorization letter from Staples waiving their right to file a claim on this shipment." I called Staples again and requested the letter. I was informed by the supervisor that is not something they do. It is terrible customer service that they are not concerned at all with helping me resolve this issue. The least they could do for the $452.07 that they basically stole from me is to help me file the claim with *****. They will not accept any accountability or provide any assistance at all. Totally unprofessional supervisors! I have supporting documents but couldn't get all of them to upload. I would be happy to email them.

  

  Business Response

  Date: 07/30/2024

   Staples apologizes to the customer for the inconvenience. We have been in contact with the customer and her refund has been processed.

  Customer Answer

  Date: 07/30/2024

  
  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. It is still disappointing that it took reaching out to the BBB and finally the Office of the President of Staples to finally get resolution. But thankfully, it is finally take care of now.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/11/2024

  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.

  7/11/24 at 343pm - MAIL OPENED AGAIN!!!! Employee SANJAY opened my Amazon Return that when scanned showed more than one item was being returned. ****** did not have permission to do this. Manager ******* notified. Asked if this was a store policy. ******* did not answer my question and said the package was opened to verify how many items in the package. This is unacceptable. *** NOR KHOLS or even **** do this when mailing in person. Its embarrassing and unacceptable. I would like to see where Staples has permission to opened returned packages to Amazon. 7 months ago I reviewed this business on ****** stating an employee was routinely opening my Amazon returns. ************** the store owner replied and said theyd look into it.

  

  Business Response

  Date: 07/15/2024

  We appreciate you taking the time to voice your concerns on the Amazon Returns process in our store. We are considerate of our customer's privacy and take care in shipping the products back to Amazon. We hope that this concern will not dissuade you from shopping at Staples in the future.

  Customer Answer

  Date: 07/18/2024

  [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:07/10/2024

  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 June 26, 2024, I ordered a printer on phone with Staples.com. I was told if I ordered the printer I would receive two FREE months of tech service with the printer - at least five times. Because of the free tech service, I decided to purchase the printer and gave him my debit card. The price of the computer was $199.95 plus tax so the charge should have been $212.95. Minutes later I received via email a copy of the receipt and Staples charged me $20 for the (free) tech service and Staples charged my debit card $234.29. I immediately called Staples and cancelled the order #**********. I received an email from Staples while I was still on the phone confirming the cancellation. The next day, June 27, 2024 I opened my Chase account connected to my debit card and Staples had charged me twice for the cancelled printer: $234.29 and $234.29 which were both pending. The next day, my Chase account showed both of those charges had posted. That meant that since June 27, 2024 Staples has frozen a total of $468.58 in my checking account that I could not use. That money remained frozen until July 2, 2024 when Staples sent one credit to my account. I am still owed $234.29 credit which I have not received almost two weeks later. I have endured much stress and loss of use of my hard earned money that I needed to pay bills. How can a big company like Staples do this to customers. I would appreciate any help ******************** could provide to ease my distress and force them to repay me. This is fraud.

  

  Business Response

  Date: 07/19/2024

  Staples apologizes for the inconvenience we may have caused the customer. We have communicated with the customer regarding the issue. ********************** has credited the customer for the charge when we processed the refund. Staples only shows one charge and one credit. We have offered to speak with customers bank to clear up the issue.

• Initial Complaint

  Date:07/08/2024

  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.

  After my order was completely paid for, they kept running my debit card for different amounts. Four times total.

  

  Business Response

  Date: 07/15/2024

  Staples apologizes for the inconvenience and misunderstanding. Our customers order was via ********************** Contract and a member of that team has contacted the customer and explained the situation that appears to be their concern.
  They have confirmed that there have not been any duplicate charges. For credit card orders, the customer will see an "authorization hold" when the order is placed, then the actual charge when items ship.

  Customer Answer

  Date: 07/15/2024

  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. 

  Staples put a hold on my card for the entire amount of the purchase.  Then they put more holds that totaled OVER TWICE THE AMOUNT of the order.  If they would of put holds up to the purchase price, I would not be unhappy.  The fact that the holds were overcharged without ever crediting the first hold before they put more on.  The holds also lasted 5 days, not just one day.

   As a customer, this seems unfair. I know that ********************** will not admit that this bad customer service, so I would like to close the case, but I'd like my point to be taken. This dealing with Staples, and the complaint filing has taken more time than I have.   Thank you.

  
  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: 07/23/2024

  Staples response remains the same.

  Customer Answer

  Date: 07/23/2024

  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 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,

  ****