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Business Profile

Office Supplies

Staples, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Office Supplies.

Complaints

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

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Staples, Inc. has 1666 locations, listed below.

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    Customer Complaints Summary

    • 395 total complaints in the last 3 years.
    • 131 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/23/2024

      Type:Product Issues
      Status:
      Resolved
      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 5 brother 2550dw printers from staples.com . Staples sent me 4 brother 2550dw printers and 1 box with 8 photo frames. I sent the box with photo frames to the staples store and showed the manager what i got . I want to return the package because staples sent wrong. I also showed the manager the original label with the box. The manager could not return ,then he called staples.com customer service and explained what happened. But staples refused to do return or refund me. Staples sent wrong item . i should return the wrong item ,get my money back.

      Business Response

      Date: 04/25/2024

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

      Customer Answer

      Date: 04/26/2024

      [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:04/17/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 file insert and received numerous messages stating delivery was delayed. One message stated the truck had broken down, another time I tried to track the package, the system showed package was lost. I asked for a refund and received an email stating refund had been issued. Next I received an email stating my package had been delivered, the package was not delivered to my home and that is not my signature on the receipt.

      Business Response

      Date: 04/18/2024

      Staples has contacted the customer to apologize for the issues with her order. We have refunded the customer in full.

    • Initial Complaint

      Date:04/17/2024

      Type:Delivery Issues
      Status:
      Answered
      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 4/2/24 I placed an order at staples.com for ink. The order number was ********** and it was for ******. It was to be delivered the next day and it didn't show. I waited a while and did the online help center chat on 4/8 when they reshipped the product. When I didn't receive it the next day again, I waited until 4/11 and then chatted with ********** and he "reshipped" it again that day. However I really needed the ink asap and so I checked to see if I got a shipped email and I did not. So I chatted with ********** and ******* and explained my issues. Both told me it was getting reshipped. Then I called on 4/12 and chatted with ********** and she told me that someone higher up would be in touch with me that day or the next day at the latest. Now it is 4/17 and no one has called me back or emailed me back and I still don't have my product. I have wasted so much time on this. How do they get away with this?

      Business Response

      Date: 04/24/2024

      Staples apologizes to the customer. We can confirm customers order was delivered on 04/18/2024.

    • Initial Complaint

      Date:04/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Having issues with staples **** Landing **********. Called old b*** by manager *****. Manager ** has attempted to control the store and failed. Copy center person constantly makes bad copies for me. Now refuses to make copies sending me to machine that is not working properly. I am a paralegal and this behavior of Staples is atrocious. I have spent hundreds of dollars on copies and had them have to do them over over and over again. I attempted to call this morning and I was refused service. They said I was banned from the copy center and they refused to make copies for me anymore because I complained to corporate!! This is bias and unethical. I have spent thousands of dollars in this store since they opened and watched the store completely Fall to Pieces and give horrible customer service including calling my neighbor demented. I have $200 of copying to do which is legal work needing to be dropped off tomorrow for pickup and they told me no we will not do it for you you are too fussy. This is outrageous. Not only do I want contact by corporate I want several of my dollars spent on the bad copy machines whereas my legal work was sent back from the court, provided back to me

      Business Response

      Date: 04/26/2024

      Staples apologizes for the inconvenience. We are currently still investigating this concern and do not have a final solution. the customer was contacted throughout our processes to allow for them to be up to date on what is happening 

    • Initial Complaint

      Date:04/16/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      The Staples in *******, ** consistently has prices scan higher than what is posted on their shelves. *** personally had to correct them and get a refund for the overages over a dozen times. Since telling them in person doesnt work, maybe you can help them fix this issue.

      Business Response

      Date: 04/19/2024

      Staples apologizes for any inconvenience caused to the customer. We will investigate all of the customers concerns and make sure any issues are addressed

    • Initial Complaint

      Date:04/15/2024

      Type:Delivery Issues
      Status:
      Answered
      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 3/4/24 I dropped offed a package with a **** label. Staples accepts **** package for delivery. I have receipt that Staples employee received the package. I recently found out that the vendor never received the package. I checked the **** website and they have no record of receiving the package. I called Staples claim service on 4/15 and was advised that they have no liability as they are an only a drop off point. I ask if there was any signs or notices provided to customers advising them of this and I was told there was none. Staples took my package and now it is missing, thus they should be held accountable and compensate me for lost item. Also, they need to inform customers of their no liability policy in order to allow customers to make informed decision.

      Business Response

      Date: 04/18/2024

      Staples apologizes for any inconvenience. As a **** drop off center we are unable to open claims for lost packages. The customer has been advised to reach out to **** or the company that generated the label to file a claim.

      Customer Answer

      Date: 04/19/2024

      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:04/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 some staples gift cards from my credit card program city easy deals , they did have balance in the card when I checked online before , but last month when I tried to use the gift cards in the store, the gift cards does not work, I spent 2 hours in the store ******************************************** , the manager was nice and tried to call different departments to help, and was transferred 7 times with different numbers!!! Finally the issue was not fixed! Now I have 11 gift cards on hand, total amount $1100, but we can not use the card. Manager give me a card with different case# I also spent a few hours to call staples gift card and customer service, nobody can help! I checked on line for the balance, it shows can on verify. The customer service said the card was deactivated ..... This is fraud issue, the gift card is money. Staples can not deactivate the card , this is stealing the money.

      Business Response

      Date: 04/19/2024

      Staples has apologized for the inconvenience and delays in the time it took to replace the customers gift cards. We have resolved this issue to the customers satisfaction by replacing the customer with new EGift Cards totalling $1100.00

    • Initial Complaint

      Date:04/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 paid $299 on 1/5/2024 for a premium account with **********************. It promises 3% off of orders over $250. We are not receiving this discount and have contacted them multiple times for resolution with only one time having a valid response.

      Business Response

      Date: 04/11/2024

      Staples apologizes for the inconvenience we may have caused the customer. Customer issue has been resolved in full.

    • Initial Complaint

      Date:04/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 BOSE Spreaker with gift card I think in April, 2023. But when I got it I didnt like it. So I returned it. Staples sent this letter first, and then the gift card was sent. I spent with this card one time last year, the balance was $85.40. Also, I have another Staples card, I checked balance two month ago, the balance was $5, something. I went to Staples today to buy printer ink. When check out, they said no money. I asked why no money? They said, card is too old, or you used up. Usually no expiration date for gift card, also no mentioned expire date. I didnt use it. So I lost money.

      Business Response

      Date: 04/03/2024

      Staples reached out to the customer and resolved the issues with the gift cards Provided purchase information.

    • Initial Complaint

      Date:04/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 order number is ********** I never received my items and was claimed to recieve a replacement but it kept getting delayed so I just asked for a refund representatives said yes but I keep getting emails saying it is a refund for zero dollars and zero cents. I have talked to multiple representatives and this keeps happening. I have been losing sleep over this issue and would like someone to help please.

      Business Response

      Date: 04/09/2024

      Staples apologizes for the inconvenience and incorrect information regarding the customers refund.  The customer has been advised a full refund has been issued and a copy of the refund invoice emailed to the customer.

    Staples, Inc. is NOT a BBB Accredited Business.

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