Complaints

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

close

Find a Location

Staples, Inc. has 1666 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/04/2024

  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 was using the *** delivery point at the Staples on Monday 7/1/2024 at approximately 8:30 PM. I had a package to deliver that needed to reach its destination by Wednesday morning. It contained 3 cashier checks. I paid for Next Day Air and was told it would reach its destination on Wednesday, 7/3/24, around 10 AM. I was told *** only picks up packages from this location at 5PM, so it would be picked up the next day, Tuesday, 7/2/24. Wednesday, 7/3/24, at around 2:30 PM, the person the delivery was supposed to go to, says my package had not yet been picked up by ***. I go on the *** website and put my tracking number in and see that *** had not received it yet, it was stuck on label created. I call *** customer support and I could not get an agent. I call the Staples next and was told they do not know, I proceed to leave work in the middle of the day and drive over to the Staples. I go to the *** delivery point and ask if they might have my package there by accident. They dont even look around and say no. They proceed to blame *** for losing my package. I go to 2 *** stores in an attempt to track down my package before going to my bank to cancel my cashiers checks and get new ones. I then have to catch a train to *** to hand deliver my checks. I spent $35.15 for my delivery, $75 to cancel the old checks, $34 to take the train and subway to reach my destination, lost 3 hours worth of pay and spent 6 hours of my day fixing this problem. When I get home later that night, I check the *** website for my tracking number and miraculously, my package has reached *** and is now being delivered on Friday, 7/5/24. My number was with Staples and they could very easily have called me to inform me of the situation.

  

  Business Response

  Date: 07/12/2024

  Staples apologizes for the inconvenience we may have caused the customer. The feedback was addressed with the store staff. We have attempted to communicate with the customer but cust has not responded.

• Initial Complaint

  Date:07/03/2024

  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 picked up my online order, which was NOT AS DESCRIBED!!! I didn't notice until I got home because I didn't have time to review the item contents till then after how long the interaction/pickup took in total from arrival to departure. I was overcharged since I did not receive all 12 wipes (only got 4 wipes)Please mail me 8 more Shout wipes OR fully refund me for the item not as described as I am not going back to that store after today's experience. If you want this item back you can provide a prepaid return shipping label.

  

  Business Response

  Date: 07/05/2024

  Staples apologizes for the inconvenience. The customer and ********************** have been in touch, a full refund was provided and we will look if the customer was accidentally given an incorrect product with the same description but different content count

  Customer Answer

  Date: 07/05/2024

  [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:07/02/2024

  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.

  On Friday, 6/28/24 at 4:23 pm I dropped off a pre-paid *** return to ******, for a package totaling $451.85. I was given a receipt and told the package would be sent out around 5 pm. I checked the *** tracking today on Tues, 7/2/24 and the package is not in the *** system. I called the store and was told to contact ***. *** said I should contact Staples. I asked for a manager who put me on hold, took no information other than my first name, and never got back on the phone. I called back 5 times and was not able to get any help or information. As the last business to have possession of the package, I hold them responsible and would like to file a claim for the return.

  

  Business Response

  Date: 07/11/2024

  Staples apologizes to the customer for the delay with their *** package. We have confirmed package was located and successfully delivered.

  Customer Answer

  Date: 07/11/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and am satisfied that they have located the package in complaint #******** and close my complaint. I still find the way the store employees handled this to be highly unprofessional, causing me unnecessary stress and many lost hours. I don't think they would have done anything unless I filed a complaint and hope that this will improve the customer experience in the future. 
  
  Regards,
  
  Lale Can

• Initial Complaint

  Date:07/01/2024

  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.

  I placed 2 orders for chairs. 1 order (**********) a return was started because the item arrived damaged. The second order (**********) is no longer needed and a return was started. I have been told via the chat and on the phone including a call with a "supervisor" that both of these items will be picked up by 5:00 p.m. on 07/01/24. Order ********* was supposed to be picked up last week after waiting 5 business days. Today when I called again, I was told that a supervisor will call me back and they are trying to get the orders picked up. Staples refuses to tell me the company that is supposed to be picking this up. The only answer I get is "a local carrier". To resolve this issue, Staples needs to pick up these orders and refund my money.

  

  Business Response

  Date: 07/05/2024

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and both chairs have been picked up and the refunds processed.

• Initial Complaint

  Date:06/30/2024

  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.

  Store manager ***** threatened to call the police when I return a demo On June 30th, in Staples *******************************. I purchased a wrong item which is a demo one day before and came to return it. I didnt use the printer at all and it is still in original condition, so I think I didnt cause any loss to the store.The female manager ***** immediately became angry and threatened to call the police. She also said something unrelated to the return process. She said this is the last time I can enter her store. She also said she already notified her former colleagues in ********** store to stop selling anything to me in that store too. It is a little weird to me because I only went there once in recent 5 years and didnt purchase anything. I only asked ***** to check the inventory of one item.Terrys mouth is also full of lies. There are 2 demos. The only difference is one is cheap and one is expensive. She sold the expensive one to me and forced me to add a plan and kept the cheap one with an obvious lie.She is always showing a terrible face to customers, not just to me. It is not related to the her look. It is because she doesnt have a sincere or friendly attitude to serve customers.I am frightened by what she said and did. My heart can be calmed down until now and my figures are shaking when I am typing.I request the apology from her, otherwise this experience will be a permanent nightmare.

  

  Business Response

  Date: 07/10/2024

  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:06/27/2024

  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 recently purchased a Brother Printer from Staples for my business, and I am extremely disappointed with the service I received when trying to return it. The printer stopped working properly just a little over a month after purchase. When I attempted to return it, I was informed that Staples' return policy only covers a ***** day period and requires the original box, which I no longer had because I had planned on keeping the printer.When I called to discuss the issue, the manager was rude and dismissive, basically telling me "too bad." As a consumer and business owner, I find this completely unacceptable. It's frustrating to spend money on a product that fails so quickly and then be met with poor customer service when seeking a resolution.Due to this experience, we had to purchase a new printer elsewhere. We regularly visit and purchase all of our office needs from Staples, but given this experience, we will be making more of our purchases online from now on. Staples' rigid return policy and lack of support for defective products have lost them a loyal customer.

  

  Business Response

  Date: 07/08/2024

  We apologize for the negative experience encountered with the printer bought at Staples in February. As we discussed, the manufacturer's warranty has been utilized to have the machine replaced. We appreciate your feedback and hope that this experience will not dissuade you from shopping at Staples in the future.

• Initial Complaint

  Date:06/26/2024

  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 6/26/24 i purchased a laptop online a hour later staples cancelled my order because they called it a price glitch. They now will not honor there price and the supervisor i talked to said there was nothing she could do besides give me a $50 credit. This is insane and they just lost a ton of future business bait and switching people is insane. Sorry staples if you advertise a price and charge someone go through with the sale it is no ones fault but your own incompetence

  

  Business Response

  Date: 06/27/2024

  Staples apologizes for the inconvenience.  We are unable to honor that price. While we make every effort to provide accurate information, inaccuracies or errors may occur, including price information and product specifications.  In the unlikely event that there is a typographical error, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you about the cancellation.  Staples reserves the right to correct any errors,inaccuracies or omissions, including after an order has been submitted and whether or not the order has been confirmed and your credit card charged. 

  Customer Answer

  Date: 06/27/2024

  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,

  ***********

   

   

• Initial Complaint

  Date:06/25/2024

  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 attempted to purchase coffee online and staples cancelled the order with no explanation why. After speaking to a 2nd supervisor he advised me to place my order in store. I go to store place order and receive a 2nd email the next day that it is cancelled and I would receive a refund by check! I spoke to no one to provide a mailing address. The transaction was still pending per my credit union so it easily could have been cancelled. I believe the manager I spoke was racist among rude and unprofessional and refused to provide her name saying she was an employee of staples. I spoke to 2 supervisors and they were no help and could not say why the order was cancelled. Why wouldnt my refund be provided in form it was paid. I want my money back and will NEVER shop with them

  

  Business Response

  Date: 07/05/2024

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

• Initial Complaint

  Date:06/24/2024

  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 want to file a complaint against a Staples location for terrible customer service, shoddy business practices and poor management which led to my task not being completed. The store location is the Staples on ***** **********************. I went to the store on three separate occasions: 6/17, 6/18 and 6/20. Each time I entered the store the customer service got progressively worse. The first time l came in to inquire about print job and the store employee ****** was rude. She appeared bothered that l was seeking assistance in obtaining information on cost and fees associated with the printing. I then came back the following day and a store employee (*******) was incredibly rude, ignoring me while l patiently waited on the line, it was then that l asked to speak to a manager. The store manager appeared agitated and made the experience uncomfortable and unsettling, he barely offered any help other then to show me the self-service station only for me to do it myself. He did not inform me of anything related to what would be needed in order to follow through with the printing (i.e l would need to have either an email or usb to carry out the print job) and misinform me about the total cost. He was terrible but worst yet was the service in the third and final visit. The rep at the printing station on 6/20 was standing idle while l approached the counter, l then called out to her golf which l was ignored initially. When l called out again she approached the counter visibly annoyed and showed no interest in helping me. I then ask to speak to a manager. ****** showed up and proceeded to argue with me that Staples does not provide names of employees. That employee refused to provide her name. ****** showed no concern and even was mirroring that employees poor behavior. As result the print job was never done. A staples card in which $59 was paid for and no services complete. ****** kept the Staples card (which l paid for after giving a partial refund). Terrible experience.

  

  Business Response

  Date: 07/01/2024

  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:06/24/2024

  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 12/6/23 I purchased(3) ************ (3) ******, and (3) Wayfair egift cards (total of 9)from Staples via order # **********. A total of $382.50 was spent on my **** ending 5270, for 9 $50 cards before discounts.I received the cards the same day and things seemed fine. I did not attempt to use any of the cards right away as indidnt have an immediate need. However, in March, I attempted to convert the *********** cards online to another brand (which has to be done to actually access the funds) and learned that all 3 were deactivated. I called Staples and was told to contact the gift card issuer (Blackhawk), which I did. I was told that the cards were never redeemed and that it was deactivated by Staples after the purchase, and I would have to contact Staples once again.I checked my other cards (****** and Wayfair) and learned that they all errored now on balance checking. I called and learned that these two were inactivated after purchase.I then called Staples, spent 2 hours on the phone being moved to different departments, explaining my situation and was ultimately told a team would review and I would see a refund in around 30 days. This has not happened and I am out the $382.50 so far that I spent, which hasn't been refunded in 6 months since my purchase. I tried calling again but have been unsuccessful reaching the department after another hour and a half of trying, so I have given up on waiting for a new response.

  

  Business Response

  Date: 07/03/2024

  We apologize for the inconvenience and appreciate your patience in resolving this matter. As we discussed, the refund due for the inactivated gift cards has processed. We appreciate your business at Staples.