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:06/23/2024

  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.

  Stapes located at *********************************************************************, has NO restrooms for customers shopping. My 9 year old son wanted to use a bathroom badly and he has a G6PD condition but unfortunately this Staples store especially the employee / supervisor tried to prevent my son from using its restrooms. Instead of being polite, the employee was arrogant, sarcastic and rude. Every store ot business must have restrooms for its customers. ********************** management should have the appropriate demeanor in conversing with customers and should be even be more considerate to its customers who have apecial needs. We wish to file this complaint We will never shop at ******** again. Poor customer service quality.

  

  Business Response

  Date: 07/01/2024

  Staples has apologized to the customer for this inconvenience and assured him it will be addressed. A $20.00 courtesy coupon was emailed to him as a goodwill gesture.

• Initial Complaint

  Date:06/23/2024

  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 bought a printer(Epson ET-8550) on 6/15 at the Staples in ***********, **. Total cost is $880. When the sales manager(******) checked me out, no serial number (**) was requested to be scanned. Thus, no ** was written on the receipt(See attachment). But this became a key issue later on. The price of the printer dropped $200 next day, and also qualified for a discount by "trade-in" program. I went to store the next day with a used printer for a price adjustment. To do this, the system had to return the printer first and then repurchase. During the process, system requested to scan **, which was NOT requested when originally purchasing. After cashier scanned ** on box, system said the ** did not match. Then he tried all barcodes on box but none worked. Then he called HelpDesk, and tried all possible solutions suggested by ********, the problem was still there. During the whole conversation, all of us felt this was a system bug, and ******** told us this issue happens once a while. Without a working solution, we were asked to call the IT department. After all the efforts, only thing I got was an E-ticket (********) created by IT team for this issue. ******* told me that IT normally replied within 24 hours.However, after a week of waiting, nothing was received. Since there was no response from IT, I called the store and talked to the store manager, *****, on 6/16/2024 (next day) and 6/21. The only thing I was told was that the problem had been reported and that I need to continue to wait for a response.During these waiting days, I felt emotional pain every moment when realizing I may have lost $300. I can not continue this suffering any more, and have to write this letter to ask higher management to help. Since the error was on Staples' side, I should be entitled to a refund of $300 ($200 price adjustment +$75 trade-in discount + 9.25% tax) . This can be issued in the form of a Staples e-gift card.Your help to get this issue resolved is highly appreciated!

  

  Business Response

  Date: 07/03/2024

  Staples apologizes for the inconvenience. Staples and the customer are in contact. This is still a work in progress and Staples will continue to assist the customer.

  Customer Answer

  Date: 07/03/2024

  [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:06/22/2024

  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 ordered the assorted glow in dark glue bundle 4 for *****. When I went to pick it up the sales associate said the Ad was incorrect and it was only 1 glue bottle for *****. I canceled the order and contacted Staples. The customer service rep ***** stated he would have someone look into it. That is not what was advertised and I want Staples to honor their ad that I have attached.

  Customer Answer

  Date: 07/02/2024

  I have not heard from the business in response to my complaint. Someone from Staples contacted me and I told her I wanted the 4 bottles of glow in the dark glue per their advertisement @ *****. She promised to call me back the next day which wouldve been June 27. As of today, I have not received a return call.  This is very disappointing.

  

  Business Response

  Date: 07/03/2024

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and have provided a coupon as a goodwill gesture.

  Customer Answer

  Date: 07/03/2024

  [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:06/19/2024

  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 Fellowes shredder from the Staples at ************************************* on 6/4/24. Late last week, I went to return the item because its defectivedoesnt shred paper and the overheating symbol stays on. It was like that right out of the box. I returned to this Staples before the 14 day return windowfor a full refundand a sales associate REFUSED and said he can only give credit. When I stated that was against the return policy, he shrugged his shoulders and asked me to decide if Im accepting his offer or leaving his store. WHAT?!?! Furthermore, there was a RAT running around the store. What on earth!?I dont drive, so it took a lot of time and effort for me to transport this heavy machinery back to the store via public transportation.I want my complaint handled by someone in Staples CORPORATE OFFICE. If this isnt immediately resolved, I will be pursuing further in smalls claim court.I spent $174.19 and will not allow Staples or its employees to rob me of my hard earned money!!Also, I have a digital receipt and Staples account, so dont even lie and say thats why I was denied a refund!

  

  Business Response

  Date: 06/27/2024

  We understand your concerns with the product purchased and the conditions of our store. As was discussed, the full refund has been issued to your MOP. We appreciate your business and hope that you continue to be a Staples customer in the future.

• Initial Complaint

  Date:06/16/2024

  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.

  Staples "business advantage " rewards account when you sign up for one by email gives you rewards and perks. A way to look up and keep track of your business purchases seperate from personal rewards. So they also offered a discount coupon upon signing up it says that i think is $10 off any purchase of $20 or more. Or something like that. So i signed up the other week or so ago. And instantly i got an email after many many many online app glitches that finally emails me successful signup. It gave my the business advantage account numbers and everything confirming in email and phone numbers listed. But no coupon as stated. So i go to the employee at registers they dont know how to look it up or access it. Young black girl 20s with extra fancy glasses very slow moving but friendly if you can look beyond the incompetence. Then her manager another mid 20 year old black dude with corn rows. Nice dude also cant access it. They finally after me being polite and 5 mins or so of aimless clicking give up and manager override to match the offer. I also paid with a gift card so that if i would lose the receipt we could look it up by the gift card purchase history...so the manager overrides the purchase and gives me the item with discount. However the item is a junk quality floor chair **** that is staples branding and did not work to support the office chair like the 3m ones of much better quality. Mind you the place is a ghost town usually with always a new confused group of motley looking outkasts working there who know nothing usually and arent very friendly. Less one or two. Moving on. I return yesterday to this location to do the return and couldnt fine the receipt. I was told no big deal we can look it up by the gift card or the business rewards number. I get there and they still dont know how to look up the business advantages rewards. The new purchase they cant discount. They cant look up my receipt by gift card either or phone numbers or emails.

  

  Business Response

  Date: 06/26/2024

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

• Initial Complaint

  Date:06/10/2024

  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.

  We've been getting paper we have not ordered. Despite refusing shipment and requesting this account be closed, it keeps happening.

  

  Business Response

  Date: 06/14/2024

  Staples apologies for the confusion. We have identified the second account as a ********************** Business Advantage account. Customer has been put in contact with ********************** Business Advantage to assist in closing the account.

• Initial Complaint

  Date:06/07/2024

  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.

  I paid $400 to Staples in ***, ** on 11/29/23 at 3:37 pm for a gift card to Lowes. When the gift card went to be used, ***** informed us that only $200 was put on the card. I contacted Staples directly with the receipt in hand, as was told they could not help me because they know they put $400 on the card because that is what the receipt shows we paid... we did pay $400 but only $200 was applied to the gift card. Staples has since told me multiple times they won't help and I've been trying to resolve this for a couple months now. Very unprofessional of Staples to STEAL $200 and then not own up to their mistakes. I have given Staples time to make things right before filing complaints, but they seem to not care about their customers.

  

  Business Response

  Date: 06/13/2024

  Staples has apologized to the customer for this issue that has been ongoing and offered to contact our Vendor that supplies these gift cards to the retails stores.
  
  The vendor has responded with the following:
  
  Regarding the ****** card purchased, we show that a $400 ****** card ending in 6816 was purchased at 3:37PM; this card was successfully activated with the correct amount of $400 loaded to it.
  Regarding any balance or transaction information, the customer would need to contact ****** as they would be able to access more in depth information.
  
  Staples has provided this information to the customer and also provided her the Corp Contact information for Lowes so that it may be easier to get assistance with the details of this gift card.

  Customer Answer

  Date: 06/13/2024

  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.

  I did contact ***** directly, and they said since it was bought by a third party (Staples), they could not look up anything on the card that I would have to contact Staples directly. I spoke multiple times to Lowes in fact and since they aren't involved in the process at all other than the card being for Lowes, they say it is on Staples. I'm just trying to figure out how I'm getting my $200 back. Because if $200 was loaded on the card, ultimately the amount should have shown $200. When trying to use the card, the total of the transaction was around $265 and when they swiped the card, we still had to pay the $65 out of pocket because they said the balance on the card was only $200. Staples is the original place of purchase, therefore I believe Staples should come to a conclusion on this. Whether it be on the fault of Staples themselves, or Blackhawk who provides the gift cards. $200 was stolen from our business & I won't rest until there is a full detailed resolution. I will keep at this until I get an answer on what happened, this shouldn't be something that is hard for the company to do.  
  
  
  
  FAQ
  
  Regards,

  Mikaela

   

   

  

  Business Response

  Date: 06/26/2024

  Staples was able to get the following details regarding the Lowes GC confirming it was activated for $400.00 and provided this information to the customer.
  
  ********************** answer remains the same. They will have to contact ***** for assistance with the remaining balance.

• Initial Complaint

  Date:06/07/2024

  Type:Delivery 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.

  Order #********** I am writing to file a complaint against Staples regarding a missing order, Order #**********. I recently purchased several essential household items from Staples, and the delivery was made while I was out over the past few days. Upon my return, I found that the package was missing. I diligently checked with my surrounding neighbors, none of whom received or saw the package. This situation has caused significant inconvenience and stress, as I was relying on these items for my household needs, and their absence is creating a considerable disruption. Despite reaching out to Staples for a resolution, I have yet to receive a satisfactory response. I am requesting a full refund for this order, as I have not received the items I paid for. I kindly request that the Better Business Bureau intervene to help resolve this issue promptly. I prefer email communication as i am on a very tight schedule. I appreciate your immediate attention to this matter and look forward to a swift resolution.

  

  Business Response

  Date: 06/14/2024

  We understand your concern with your recent online order. As was discussed, the refund was issued on 6/11/2024. You will see the credit to your MOP within 3-5 business days of that date.

  Customer Answer

  Date: 06/14/2024

  [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 wish this would have not gotten this far to the point where i had to file a complaint with BBB. And me as a consumer, i appreciate and respect and am very grateful for this assistance. Thank you again BBB and company. 
  
  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:05/31/2024

  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 order an office chair to be put together and delivered. When I found out they were wanting to send a stranger to my home for chair assembly I immediately cancelled the order. Order #********** They sent me a text advising the full $239.85 had been refunded to my bank however, they only refunded the chair assembly and turned around and debited another $181.12 from my bank without my permission. I contacted customer service and demanded the $181.12 be put back in to my account and my complaint fell on deaf ears. I will never do business with this organization again.

  

  Business Response

  Date: 06/07/2024

  Staples apologies to the customer for the experience regarding the online ordering process. We have confirmed a return/refund has been processed for this customer.

  Customer Answer

  Date: 06/07/2024

  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. 

  I am currently waiting for *** to pick up package.  I will advise when Staples refunds my money back.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 06/12/2024

  Staples apologizes for the inconvenience. The Customer confirmed the refund posted to their account this morning.

• Initial Complaint

  Date:05/30/2024

  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 am writing to express my extreme dissatisfaction and frustration with the handling of a critical package I entrusted to your service. On May 24th, I sent a package containing a $30,000 check intended to pay off a vehicle with CAL Automotive via 2-day air. The tracking number is 1ZA9V9430218426808. As of May 30th, the tracking information merely indicates that a label was created, but there is no record of the package being sent.When I contacted Staples' tracking service, I was met with complete incompetence and a lack of urgency. Despite explaining the gravity of the situationthat I stand to lose $30,000the representative informed me they have no idea if the package was sent and will not even begin to check until tomorrow. Furthermore, they stated that it will take an eight-day investigation to resolve this matter. This is unacceptable.The representative's offer of a mere $100 compensation is insulting and does nothing to mitigate the potential loss of $30,000. This situation requires immediate escalation and resolution, not the indifference and bureaucratic delays I have encountered. I demand urgent action and a thorough investigation to locate my package without delay.I expect a senior manager or someone from corporate to contact me immediately at ************ to address this issue. The lack of urgency and accountability displayed by your team is appalling, and I will not tolerate such negligence.This matter is of the utmost importance and needs to be resolved promptly to prevent a substantial financial loss. I anticipate your swift response and immediate action.

  

  Business Response

  Date: 06/07/2024

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