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:05/25/2024

  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 ordered 2 brother DCP-L2550DW Wireless black and white laser printer. But i received 2 hp officejet pro 8210. They are very different. I still want brother 2550dw printer. I called customer service and was told i can not return. It was not my fault. I want to get brother 2550, or refund me.Thank you for help me.

  

  Business Response

  Date: 05/30/2024

  Staples apologizes for any inconvenience, we have been in touch with the customer and processed their return.

• Initial Complaint

  Date:05/24/2024

  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.

  They are lying about products being in stock and are wasting peoples time! I ordered a product online for store pick up and they said they couldn't find it..

  

  Business Response

  Date: 06/03/2024

  Staples apologizes for the inconvenience. We are attempting to contact the customer and will assist once we have made a connection with the customer

• Initial Complaint

  Date:05/19/2024

  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.

  Good evening,On 10/22/23 I ordered two posters for my sister's first ever baby shower. I was very displeased with the quality of the posters as they came out of the printer very pixelated. My order number is **********. When I tried expressing my concerns and dissatisfaction to the employee, he was unhelpful and unwilling to be amicable. This was my first born niece, what was supposed to be a very precious and special occasion and celebration was incomplete. The poor qualitied posters did no justice and I refused to accept them. Instead of the employee being accommodating and trying to assist, he refused and was very unpleasant about it. I had already prepaid for the posters so he said I have to call customer service, there was nothing they could do. I am writing this now because as you can imagine I was so furious but it honestly slipped my mind because I had to attend the shower THAT DAY. I intended to reach out sooner, but I did not have email access and did not have my order information. At this time, I'd like to request a FULL refund as service was not rendered and our event was ruined as we had easel boards with NO POSTERS to complete out very special event. I did not have much time to go back and fourth with the employee I just know this was an overall poor experience for me and this was also my first time using your print service. At this rate, I wouldn't recommend as my outcome was not favorable.

  

  Business Response

  Date: 05/21/2024

  Staples apologizes for the inconvenience we may have caused the customer. The feedback was addressed with the store staff and the customer was refunded in full.

• Initial Complaint

  Date:05/15/2024

  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 attempted to purchase a laptop that was offered online on the Staples webpage. Order ********** on May 6. When my debit card was accepted and cleared I was told I would be called when the laptop came in. The advertisement on the webpage said "order and pick up in one hour." After waiting a couple of hours I logged back in and found that my email address was spelled incorrectly. So I called the store and I asked if the laptop had arrived yet. They told me they did not have that item in stock at the store or the warehouse. I asked that they cancel the charge and they refused and said I would be refunded in 3 to 5 days. This is false advertising. How can they advertise a product they do not have, showing it as available on their website? / How can they complete a sale for an item they do not have? How can they keep my money for something I did not get?

  

  Business Response

  Date: 05/24/2024

  We apologize for the negative experience encountered with the store pick-up order at Staples. As we discussed, we will take your feedback to heart to ensure the experience offered in the future is without issue. We appreciate your business with Staples.

  Customer Answer

  Date: 05/25/2024

  [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:05/10/2024

  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.

  Your spin the wheel to get a good offer on your website is a scam! I spun the wheel just to see what offer I would get and it landed on $15 off. Had to put in my email address AND phone number! It's literally nothing but a marketing scam to get people's contact info. Your company didn't at all plan on gifting out those rewards! Where is my $15 off?! I plan on reporting your company to the *** as misleading advertising! Again I want my $15 off that I was promised for putting in my email address and phone number! I have an online account with you all you can either give me an online store credit and/or gift card number. Thank you.

  

  Business Response

  Date: 05/15/2024

  Staples apologies to the customer for the issue receiving the store promotion. Issued a $25 coupon to the customer

  Customer Answer

  Date: 05/15/2024

  I already sent an email to the bbb saying this complaint can be closed out, because they reached out to me, way before the company responded, but of course the bbb never checks their email. As of right now I haven't received the credit but they said to wait 24 hours.

• Initial Complaint

  Date:05/08/2024

  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.

  My boss placed an order for me to get a laptop from Staples which was supposed to be delivered to my house on 5/3/24. Got an email it was delivered and I looked around my house no delivery. I have a ring camera showing no movement or delivery at the time it said delivered from lasership. I contacted lasership they did an investigation and still they said it was delivered and signed for. I said I signed for nothing. Staples sent another replacement. It was supposed to be delivered on 5/6/24. This time I set up text alerts to be sure they know I'm on the look out for my package. I was home all day no notification from my ring camera and nothing again. Lasership said delivered and signed for by me. Not true no signature from me at all no footage of attempt at all. Once again lasership supposedly did investigation and said signed for sorry. I call Staples and said laserhsip stole both packages stop using them to deliver. And that I need this delivery. Staples said sorry nothing they can fo because it was confirmed delivered. I said where's the signatures I signed for nothing. So then I said do I need to file a police report to show proof? The supervisor said sorry nothing he can do. I think it's disgusting that Staples do not stand by their customers and sides with a delivery company that's clearly stealing packages and doesn't bother to investigate the situation and resolve it the proper way. This is for my job. I work from home. I will never purchase from Staples ever again.

  

  Business Response

  Date: 05/13/2024

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

  Customer Answer

  Date: 05/13/2024

  [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:05/06/2024

  Type:Sales and Advertising 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.

  Re: Store ******************************* On May 6th, my first-time experience with *** was beyond unapproachable. *** appeared to be disengaging and have an initial unwillingness to assist me (the customer). She had a very poor demeanor in her interaction and appeared to feel that "I was the problem for asking for a service." Though, *** filled out her own application to work as a customer service representative (in Printing and ******** services, however she did not deliver customer service mindset satisfactorily during the course of my engagement.

  

  Business Response

  Date: 05/08/2024

  Staples apologizes for the inconvenience. We have been in touch with the customer. We are already working on addressing his feedback for Staples store 0104 (**********)

  Customer Answer

  Date: 05/08/2024

  [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 is justifiable though my issues and/or concerns in reference to complaint #******** will take time to know for sure if any changes have been put into place. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/02/2024

  Type:Customer Service 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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Staples regarding the handling of my recent online orders and the subsequent banning of my online ordering privileges and termination of my rewards account.On May 1, 2024, I visited a Staples store to place four online orders. However, all four orders were immediately canceled without any clear explanation. When I contacted Staples customer service for clarification, I was informed that my orders were canceled due to "unverifiable and unrecognizable information." Despite my repeated requests for more information, the representative could not provide specific details.The following day, after persistent inquiries, I was informed by another customer service agent that the issue was related to a coupon, although no further elaboration was given. Additionally, I was advised by a different agent to place bulk orders, which was confusing and contradictory to the initial explanation.To my surprise, another agent informed me that I have been banned from placing online orders and should only shop in stores. Furthermore, my rewards account has been terminated without a clear reason provided. This abrupt action has left me without access to benefits I have earned through my loyalty to Staples.I believe that this situation is a result of a system issue within Staples' online ordering and customer service processes. The lack of transparency, inconsistent explanations, and sudden banning of my account without sufficient cause are unacceptable and have caused significant inconvenience and frustration.I respectfully request your assistance in resolving this matter and seeking clarification from Staples regarding the reasons for my account termination and the banning of my online ordering privileges. I also request reinstatement of my rewards account and an explanation for the discrepancies in information provided by Staples representatives.Thank you for your time and assistance.

  

  Business Response

  Date: 05/03/2024

  Staples apologizes for the inconvenience. Staples has reviewed the account and the customer is good to go to place online, phone, or prepaid orders in the store. The customer is welcome to place new orders with any current offer that is available at the time of creating the new order. 

  Customer Answer

  Date: 05/03/2024

  [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:04/30/2024

  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 Number: ********** Date: April 30, 2024 Service: Same-day courier delivery Money paid: ***** for printing; ***** for delivery; 5.01 tax I had a print job submitted to staples; I submitted before noon because I am aware, based on their website and past orders I've done with staples that this is the deadline for same-day courier delivery. When I was selecting delivery options, I specifically clicked on the earliest of the two available delivery time ranges for April 30th. I specifically checked and double checked that the time slot I selected was for April 30th because I needed the print job same-day. Otherwise, I would not have gone through with the order, let alone pay extra for the courier. Then, after confirming that the date in the system was April 30th, I proceeded to the next screen to pay, where it STILL showed me April 30th. Then, I get an email a few minutes later saying May 1 delivery date. This is clearly a misrepresentation by Staples and is extremely dishonest. I would like a refund.

  

  Business Response

  Date: 05/09/2024

  Staples has contacted the customer and apologized for this inconvenience. A full refund was issued by Staples Store Brighton M and a copy of the refund receipt.
  
  The customer responded that this was resolved to his satisfaction.

  Customer Answer

  Date: 05/09/2024

  [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,
  
  M R

• Initial Complaint

  Date:04/26/2024

  Type:Billing 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.

  horrible customer service outsourced and everyone yesses customers and no follow through. on 4/20/ I ordered ********** for a charge of $22.94 on my cc. the item never came as promised and was time sensitive. several days the emails reported it was arriving that day and then "we have the wrong address". I called customer service on 4/25 and requested they cancel it and credit my account. Had to call bvack 5 times to get it cancelled. Then the item arrived on 4/26. I called as an honest person and reported item arrived and I wanted them to charge my cc which they did and they added another "additional Item charge of $24.37 Invoice # ********* CHARGED on April 26, 2024 Additional Item Charge Item# Item Description Method of payment.MASTERCARD ending in *5670 - $24.37. So a total charge of $47.31? I called again and explained the erroneous charge 4 different times and they all agreed it "an error and we will refund". not one person added notes or refunded me for the erroneous charge. very frustrating and the worst service ever, no follow through and exasperating when they apologize incessantly and tell you they are crediting my account for the FAKE charge and nothing? I worry they are charging erroneous "additional payment charges" and not crediting accounts. i know to never shop online here again or call customer service and will follow up with my credit card company.

  

  Business Response

  Date: 04/30/2024

  Staples apologizes for any inconvenience. The customer has been refunded for all of the charges that were applied for this order. Refunds can take 3-5 business days to post.