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.

  275 Washington St Attleboro, MA 02703-5517

• 

  Staples, Inc.

  335 Washington St Woburn, MA 01801-2115

• 

  Staples, Inc.

  551 N Main St Providence, RI 02904-5722

• 

  Staples, Inc.

  465 Tuckahoe Rd Yonkers, NY 10710-5707

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:03/29/2024

  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.

  03/25/24 1 online order 03/26/24 2 online order 03/26/24 in store order 03/29/24 online order (#**********). I have tried to purchase a laptop from Staples 5 different times (online and at the store) but all of them have been cancelled without providing any reason. I just contacted customer service and the lady told me im not allowed to shop online but they reserve the right to refuse. She also refused to transfer me to speak with a manager. What kind of business discriminates a client like that? I have provided my id at the store, provided my valid credit card and shipping address and they continue to refuse. I need a valid reason for the cancellation, i expect a call from the business to rectify and apologize for the inconvenience and at the same time deliver the product. There are ways to verify this is a legal order and i expect them to go out of their way to do so and rectify.

  

  Business Response

  Date: 04/09/2024

  Staples apologizes for the inconvenience. We have researched and successfully placed a new order which has since been delivered.

• Initial Complaint

  Date:03/25/2024

  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 bought an office chair at staples in January of 2024 that I was overcharged for. I bought several things that day and did not notice that I was not given the sale price until today when I was submitting my receipts to my school (I'm a teacher). I contacted Staples through their online chat and after explaining what happened and providing the receipt details and was given no information back. None of my questions were answered and I would like to be given the price I should have been charged. I have the receipt and attached this. The price I was charged was ****** while the sale price was 50% off ******. The price of the chair was a major factor in my purchase. If the chair was worth full price, then fine, but it's not. It's uncomfortable and upon opening the box, the stitching on seat was poorly crafted and not sew together correctly. They have a 7 year warranty, but it's confusing and they want you to roll the chair in there. At this point I just want my money back.

  

  Business Response

  Date: 04/04/2024

  Staples apologizes for any inconvenience. We have reached out to the customer multiple times however the customer has not responded.

• Initial Complaint

  Date:03/18/2024

  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.

  I am writing to complain that Staples knowingly misrepresents their delivery service on line. Staples routinely promises one-day delivery and then routinely sends delay notices claiming that their shipper was unable to leave the package. This has happened 100 percent of the times that I have ordered from Staples, most recently today, March 18, 2024 on order #**********. You can see from today's chat transcript with Staples customer service (attached) that I was offered three different answers as to where my delivery stands. Finally I was offered a $10-off coupon to compensate for a delivery that's being promised both for tomorrow and for three business days from now. The original promise was that my items would be delivered today. Also attached is a sample email from my 8/23 order from Staples in which the exact same shenanigans occurred. I would like my items delivered asap and my total purchase price refunded to compensate for this false business practice.

  

  Business Response

  Date: 03/22/2024

  Staples apologizes for any inconvenience we may have caused the customer. We have issued her a refund.

  Customer Answer

  Date: 03/22/2024

  
  Better Business Bureau:

  
  ************** from the Office of the President at Staples called me and told me that the Staples officers were not aware of the issue with their delivery service's routinely delivering later than the Staples website promises. ************** gave me his direct phone line and asked me to contact him should the same problem recur in the future.  He assured me that he had contacted the delivery service himself to troubleshoot the issue. My items were delivered one day after making my complaint.  Staples refunded my purchase price to compensate for the inconvenience.

  I am not sure whether the Staples delivery issue has been resolved in the long term, but I know that if I order from Staples again and the issue recurs, I can contact ************** to discuss.  So, with that in mind, I can say the issue is resolved satisfactorily for now.

  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:03/18/2024

  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 March 8th before noon, I brought my computer to Staples to fixed. The guy there told us that he had 8 other computers besides mine, so it would take until Tuesday to look at it. He also quoted me $40 to have it looked over. He stated they would call me with a price after finding the issue with it not starting back up.On March 14th I called Staples to find out what was going on. I was told that they had diagnosed the problem (yet no call!) and I would need to have windows put on a flash drive to get it to work. That evening I came over an hour before closing and was told they couldn't help me then because tech stops an hour before closing. It was an hour and a half before closing. On March 15th, in the morning I went back to Staples. I spoke with ******** who my mom knew. ******** didn't apologize, but stated that $40 was incorrect. It is $200 for them to diagnose the problem and $129.99 to reinstall windows 10, upgrade to 11, and put my files back on the computer. He said it would be done later Friday or Saturday.March 16th I called, won't be done til late Saturday or Sunday. March 17th finally done. The total bill was $500! Way more than quoted! He put ******* on my computer and charged for it without my permission. The computer was brought back to him shortly after to get ******* off the computer and reimburse for it. There was no reimbursement and he only partially took it off my computer. A popup for ******* showed up when I started my computer. Another popup saying it was scanning when I got on the website from *******.I am in poverty and can't afford to pay for ******* every year. I could have got a brand new computer from someone else that is is an i5 like the one I own for the same price of $500.Staples needs to mail a check to me for $330.01 as I was originally quoted $40 and $129.99. I do not want store credit or points. I need the cash.

  

  Business Response

  Date: 03/19/2024

  Staples apologizes for the inconvenience we may have caused the customer. In researching the situation, we have found that the price paid was $379.97 and in line with the services provided.

  Customer Answer

  Date: 03/19/2024

  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,

  *****

  They are lying my receipt shows $500 and even if it is $400 it is not what I was quoted. It doesn't matter if it's in line with their prices. It isn't what I was told. Corporate called me and lied claiming my parents came in to check on the computer and said do whatever you have to do. My parents only came in to pick up my computer and bring it in. My mom was with me when I was given quotes that were drastically incorrect. She doesn't care that they put ****** on my computer without my permission and lied claiming it brings the price down. They stated it cost $22 to put it on after applying all kinds of coupons and they refused to give back the $22 as well after I brought the computer back to have ****** taken off. ****** wasn't fully taken off as he claimed. I still get pop *** like crazy, which I shouldn't have to deal with. I have a right to have any virus program I want on my computer and do not have to have a virus program that Staples gets kickbacks for.

  There was no apology for losing my cable or giving it to another customer, whichever happened. ********************** says satisfaction guaranteed. They don't go by that at all. Staples also says no hidden costs. There were hidden costs that I was not told about. Staples scammed me.
  

  *************************
  

  

  Business Response

  Date: 03/22/2024

  Staples apologizes for the inconvenience we may have caused the customer. We have partnered with the local store to offer customer a discount on the services provided.

• Initial Complaint

  Date:03/17/2024

  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 an order on 3/16/24 for next day printing for pick up where I am currently located in *******, **. The order was placed on Staplesadvantage.com on a Saturday for next day print to be picked up at their ************************************************************************** location.I have not received a confirmation email. I called the store and they do not have any record of the order. They directed me to call the Staplesadvantage site number. That number is only available Mon-Fri. It is Sunday. I called the store back and they attempted to call as well with no answers. I have been charged on my credit card and wonder if I have been scammed.

  

  Business Response

  Date: 03/20/2024

  We understand your experience with placing the print order online for pick up in store. We appreciate your feedback and will take it to heart to improve these experiences in the future. We hope that this concern will not dissuade you from shopping at Staples in the future.

• Initial Complaint

  Date:03/10/2024

  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.

  my account is ****************** on this site, and recently, I tried to bought the gift cards on this site, the correspongding reservation codes are ********** and **********, the payment was successful, but finally, the reservations were all cancelled by staples.com and refunded. It is quite nasty, because I used my own credit card to buy it, but the site does not allow me to buy the products without any reasons! So, I want to complaint it!

  

  Business Response

  Date: 03/20/2024

  Staples apologizes for the inconvenience. Staples is still working to resolve this with the customer.

  Customer Answer

  Date: 03/21/2024

  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 have replied the email from staples.com but no one answered, and I tried to call the representive who was in charge of this, and informed can not be transfered to her, only to wait for her call back, but no call
  
  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,

  Haoyang

   

   

  

  Business Response

  Date: 03/26/2024

  Staples apologizes for any inconvenience caused to the customer. We have investigated this internally and we are unable to replace the orders.

  Customer Answer

  Date: 03/27/2024

  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. 

  First, they did not explain why I can not replace the orders on its website, Second, my request is to solve my problem when consume on staples.com, but the business did not offer any help, just let me shop offline in their local shops. They were quite arrogant, I used my own credit card, but they refuse to sell goods to me, unreasonable!
  
  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,

  Haoyang

   

   

• Initial Complaint

  Date:03/08/2024

  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 dropped off a box in the stores ******** packaging center on 02/19/2024. The box had a **** label generated by ***** The store employee gave me a blue page receipt showing two tracking codes, which later I found to be unrelated to my package. I also found later that they never give receipts for drop offs. But by checking the tracking number on a copy of the label I taped to the box, I found, 10 days later, that **** had no knowledge of the shipment. Same thing today, 03/08/2024. It only acknowledges the label was created. I went back to Staples, a **** guy was there collecting boxes. He dismissed having any responsibility on it. The center employee said that once a box leaves the place, its out of their hands. But they have no tracking of anything other than what I can see on **** website. I went to a post office, they blamed it on me for using Staples center and couldnt find any information on the package. Its a receiver sold on **** for $110 plus $75 shipping. I am certain I did everything I had to. I am about to send the money back to the buyer and I have no idea if the receiver will ever appear. For me, Staples is to blame. They want to blame **** and never really tried to solve the problem. There is no camera in that part of the store, I asked one employee to check that I dropped the box off, although that was never in question, the employee who received the box from me never brought up any suspicion I didnt, because he certainly remembered receiving it. So my only resource is filing a complaint against Staples and hope they figure what happened and hopefully make the box reappear. Im attaching a picture I took right before packaging, showing the device powered on with the label showing the recipient (and the tracking number), to prove it worked at the time of shipping, imagining that could prevent any DOA allegation. I never imagined it would never get there.

  

  Business Response

  Date: 03/18/2024

  Staples has contacted the customer and apologized for the inconvenience with the package he dropped off at the **** Drop off at Staples.
  
  The paper the customer provided was the drop off receipt and provided the instructions if the package was not received or there were any other issues. Customers are directed to contact **** directly to file a claim. We have confirmed that the customer has spoken to the **** Claims Team and the package shows that as of 03/13/24 **** has updated the tracking to in transit last scanned at their location in *********** ** 03/14/24 with the scheduled delivery date of 03/16/24.

• Initial Complaint

  Date:03/06/2024

  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.

  Attempting to recycle a printer and cartilages bought from this Staples. A new one was purchased.A woman named ****** keeps picking up the phone and being verbally abusive, hanging up the phon. She claimed she was the manager.

  

  Business Response

  Date: 03/12/2024

  Staples apologizes for the inconvenience. We have been in touch with the customer, she was able to recycle her time at another store. We will internally address the feedback she shared about one of our store representatives

  Customer Answer

  Date: 03/13/2024

  [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:03/05/2024

  Type:Sales and Advertising 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.

  website would not accept $30 off $60 coupon #****************. proof of submission before 3/4/24 at midnight. please honor this coupon. im very disappointed and you must make it right

  

  Business Response

  Date: 03/08/2024

  Staples apologizes for the inconvenience. We have offered to apply a $30.00 discount once the customer places their order.

• Initial Complaint

  Date:03/04/2024

  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.

  Yesterday I filed an order online and used my $10 reward coupon. It was for a one hour pickup order. I never received the confirmation email. I called them and was told that the order had not went through due to a system issue and since I could not use the code again the associate over the phone said hed do an override and fix the issue for me. The next day I get an email from **************** telling me that there was a delay in my order again. This time I respond with an inquiry as to why this is happening to me again and that this would be my last order with Staples due to the 2 day affair to do an online purchase. I then ask when my order will be ready. Immediately after my complaint she cancels my order with the response attached that the coupon was not valid. This service is disgusting, I hope your company goes out of business and disappears. Order Number: ********** If I was charged twice for the two attempted purchases I will be filing a fraud dispute with my credit card company.

  

  Business Response

  Date: 03/08/2024

  We appreciate your business at Staples and you taking the time to provide us these details on your experience. As we discussed, the orders at Staples were canceled due to the use of the invalid coupon. We hope that this experience will not dissuade you from shopping at Staples in the future.

  Customer Answer

  Date: 03/08/2024

  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,

  Patrik

   

  I do not accept the response because as we discussed your representative stated that the first cancellation was due to a system error. The second attempt at purchase was your associate telling me that he would honor the coupon and do an override. Then I received a notice of delay from a different associate. Only after complaining that it was taking too long did your other associate maliciously cancel my order. After speaking to you and your associates its very apparent I was defrauded of the coupon provided. This was simply damage control to make up a reason. Your website accepted the coupon and the purchase was for less than $10. If the transactions go through I will be filing a fraud dispute with my credit card company. I know you said the money should come back to my card but its clear that no one in your company is to be trusted. At the end of the day any company that goes to these lengths to prevent a purchase and cover up for their mistakes does not deserve my business. I sincerely hope your company goes the way of Blockbuster and ********* and disappears.

   

  

  Business Response

  Date: 03/13/2024

  We appreciate your business at Staples and you taking the time again to provide us these details on your experience. As we discussed again, the orders at Staples were canceled due to the use of the invalid coupon. We continue to hope that this experience will not dissuade you from shopping at Staples in the future.

  Customer Answer

  Date: 03/14/2024

  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,

  Patrik