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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

    • 394 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/01/2024

      Type:Service or Repair 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 WENT TO STAPLES ON ***************, TO BUY AN ** 27", ALL IN ONE COMPUTER. IT IS ADVERTISED AS ON SALE, FOR $299.46. THE LAST COMPUTER IN THE STORE IS A **** MODEL. ******, STORE MANAGER, TOLD ME ON 28-ii-2024 THAT HE COULD NOT SELL THE **** TO ME. THE NEXT DAY, I CONTACTED THE STAPLES IN ************, TO SEE IF THEY HAD THE SAME MODEL AVAILABLE. *******, THE STORE MANAGER THERE, TOLD ME THAT THEY HAD NONE, BUT THAT I COULD BUY THE **** MODEL AT THE ********* STORE, IF IT WAS TAGGED AS A ****, AND IF IT RANG UP WITH A PRICE. THE ONLY REQUIREMENT, WAS FOR STORE TECHS TO TAKE IT OUT OF **** MODE.I RETURNED TO THE STORE IN LATE AFTERNOON OF 29-ii-2024 AND SPOKE WITH STORE EMPLOYEE AMORY. I PUT ******* FROM ******************** ON THE ****** AND HE EXPLAINED THINGS TO HER. SHE DID A PRICE CHECK ON THE **** MODEL AND IT CAME UP WITH A PRICE OF $199.46. SO IT WAS AVAILABLE TO SELL. SHE TOLD ME TO COME IN THE NEXT DAY AND SPEAK WITH ****** THE MANAGER ABOUT IT.ABOUT 12:30 I ARRIVED AT ******'S STORE AND HE TOLD ME THAT HE WOULD NOT SELL IT, BUT WOULD INSTEAD RETURN IT TO THE MANUFACTURER FOR CREDIT. I EXPLAINED THAT HE COULD SELL IT TO ME, AND OFFERED TO HAVE HIM SPEAK WITH ******* IN ********************. HE REFUSED, AND RUDELY TOLD ME THERE WAS NO WAY THAT A SALE OF THAT **** WOULD HAPPEN AT HIS STORE.YET HE HAS IT ON DISPLAY FOR SALE. IT IS NEXT TO A MORE EXPENSIVE MODEL, WHICH HE TRIED TO DIRECT MY ATTENTION TO INITIALLY, SAYING THAT THE ** 27" WAS UNAVAILABLE. SEEMS LIKE A CASE OF FALSE ADVERTISING AND USING THE **** AS A FISH HOOK, TO GET CUSTOMERS TO BUY A MORE EXPENSIVE MODEL. IT SEEMS DISHONEST.

      Business Response

      Date: 03/08/2024

      Staples apologizes for the inconvenience. We have been in touch with the customer and we reached a mutual agreement

      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 am in contact with Staples customer service representative ***********************. We are currently working through the issue

      and it appears to be heading toward a resolution. *********************** has been very accommodating and if there are any 

      future issues related to this purchase, I shall reach out to her first.

      Thank you for your assistance in this matter.

      Best regards,

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

       

    • Initial Complaint

      Date:03/01/2024

      Type:Billing 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 a computer, keyboard and mouse as well as a windows operating system from Staples on 2/24 for $571.55. Staples put a hold on this amount to make sure the transaction would clear then charged me again for it. They have been holding the funds, $571.55, since 2/24/24. This second transaction caused me to go over my credit limit with my credit card company and has affected my credit. I have contacted them twice to get the funds released and they are still showing on hold. I would like these funds released immediately.

      Business Response

      Date: 03/08/2024

      Staples apologizes for the inconvenience. We have communicated with the customer regarding the pre-auth hold. We have provided customer with a discount as a gesture of goodwill for the poor experience.

    • Initial Complaint

      Date:02/29/2024

      Type:Product 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 2/27/24 I got an email from Staples, that they were taking free passport photos on 2/29/24.There is no longer a Staples location, in ****** Township.I clicked on the Staples email link, and found out that Staples **********, ** is participating.I scheduled my entire week, around going there.Today, I drove there, looked around a little, then waited in line. There were many people getting photos taken. When I asked if I needed to fill something out before having my photo taken, the Staples employee told me that it was on my phone.That was a lie. I do not have a phone.I told him, I received an email.He said, You need your phone.I do not have phone; why wont they accept my email? Why did they send me an email, if they would not honor it?Staples made me an offer, that I replied on, and agreed to. Due to my reliance upon Staples agreement, I rescheduled my entire week, around their offer. I lost time, and fuel, and wear and tear on my vehicle, only to be sent away. This is not what Staples offered me, and not what I agreed to.Staples is in violation of our agreement, that they offered to me; and not for the first time either.

      Business Response

      Date: 03/08/2024

      Staples apologizes for any inconvenience we may have caused the customer. We are sending the customer a ***************************** Courtesy Coupon as goodwill.

      Customer Answer

      Date: 03/11/2024

      Better Business Bureau:

      This is my answer to complaint # ********.
      I think that the only way that I can enter a response/answer, is to reject their response, and I wish to say more than that. I wanted cash, but I have only been offered a coupon, that I must use in their store.
      I accept the business response, on the condition that Staples stops sending me offers, that I am not eligible to receive and that therefore, only serve to waste my time and fuel. If Staples requires me to have an app, or to have a phone,then I will never be eligible to take advantage of their promotions. 

      Regards,
      *****

      Business Response

      Date: 03/22/2024

      Staples apologizes for any inconvenience we may have caused the customer. We sent the customer a ***************************** Courtesy Coupon as goodwill and have created a plan to accommodate her needs.

    • Initial Complaint

      Date:02/29/2024

      Type:Delivery 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.
      On 2/28/2024 I received a promotional marketing email campaign from Staples.com that indicated my account was eligible for $30 off an online order of $60 or more. When I attempted to use this offer the website would not apply the coupon. Upon chatting with a Staples associate online they advised that they were aware and that the campaign was a mistake and that it was supposed to be $15 off a $60 order or more. However, they could not honor either of the advertised campaigns.

      Business Response

      Date: 03/08/2024

      Staples apologizes to the customer for the inconvenience. We have been in contact with the customer and explained that some of the emails that were issued had an error with the coupons. To resolve this we have issued a $30.00 courtesy coupon that can be used on his next store purchase or delivery order without a minimum purchase.

      Customer Answer

      Date: 03/08/2024

      [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 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:02/23/2024

      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.
      Order #********** Order placed: February 18, 2024 *********** made the false shipment. I placed order on February 18 and was promised to be delivered on February 20. However, on that day the status showed Damaged (Return to Warehouse) and reshipped and redelivered on February 21. Then on February 21, it was still not delivered for the same reason Damaged (Return to Warehouse) and would be reshipped on February 23 which is today. And today I received a notification of the failure of delivery of the same reason!!!!! I talked with the customer service that I would like to pick up by myself. But there was no stock in the nearby stores. I was highly doubt the product was backordered but the company did not tell the truth to the clients and kept made false shipment!!!! I do not accept any cancelation and refund because the price is changed unless the company give me credits to reimburse the loss.

      Business Response

      Date: 02/28/2024

      Staples apologize for any inconvenience. We are showing that the chairs were returned due to damage.A chair was successfully delivered on 02/26 and the customer received a credit for the delays.

    • Initial Complaint

      Date:02/22/2024

      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 was issue a gift card that doesnt work @ all for a return .

    • Initial Complaint

      Date:02/21/2024

      Type:Product 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.
      Order number 0213-938754 I returned an iPad to Staples over a month ago. The iPad was scratched. Staples had a worker come to my home and pick up the iPad over a month ago. They have been lying constantly about giving me my refund. At first they said they were going to email ************ that day to release my refund. They had some a man come to my house pick up the iPad if he did not return that iPad to the store that is not my problem they should have had me mail it back in. The iPad has been returned over a freaking month ago why is it taking so long to give me my darm money back!! The customer service is horrific it is horrible I don't know where y'all find these people that hang up the phone and customers face they get an attitude and respect someone not to say something back that ain't me. You give me attitude I give you attitude.!! I'm on the phone with the so-called manager right now who got an attitude with me and I got one back with him and he just threw me on hold. Please pull this phone call it is 9:40 a.m. Central standard Time February 21st pull the phone call!! This is horrible and unacceptable!! Give me my refund!!

      Business Response

      Date: 02/23/2024

      We contacted the customer to apologize for the inconvenience we may have caused. Customer has been refunded and her concerns have been addressed.

    • Initial Complaint

      Date:02/20/2024

      Type:Customer Service 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 joined their rewards program to recycle my ink cartridges. I went into the store yesterday to redeem approx $30 in credit for previously recycled cartridges. I had all my receipts in hand. I was told that they had expired. When I joined the program I was never told of expiration dates and there is no mention of expiration dates on the receipts. This is a totally deceptive program. I called their customer service line and was put on hold for over 1/2 hour to talk to a supervisors but no one ever picked up the line.

      Business Response

      Date: 02/21/2024

      Apologized to the customer for the experience, advised we would address the issues with the misinformation. Issued a coupon to the customer for the expired rewards points and frustration caused.

    • Initial Complaint

      Date:02/19/2024

      Type:Product 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 am writing to file a formal complaint against Staples for their failure to deliver goods I purchased and their subsequent mishandling of my attempts to resolve the issue. I made a purchase totaling $400+ for three items from Staples, Order #********** expecting reliable delivery and service. Unfortunately, my experience has been anything but satisfactory.Despite my patience and multiple attempts to contact Staples over the course of more than two weeks, my order has never been delivered. Initially, I was promised by Staples' customer service that my issue would be resolved either through a reshipment of the items or a full refund. However, this promise was never fulfilled. To my dismay, after several follow-**** I was abruptly informed that Staples could no longer assist me in resolving this matter and suggested that I dispute the charge with my bank instead. This resolution is not viable for me, as the payment was made through Affirm, which complicates the dispute process and leaves me without the typical recourse provided by credit card companies. The situation was further aggravated by the evidence provided by Staples in an attempt to prove delivery; did not depict my house, clearly indicating that the order was delivered to the wrong address. This glaring error and the lack of responsibility taken by Staples to rectify their mistake is unacceptable.The lack of accountability, poor customer service, and the significant inconvenience and financial loss I have suffered due to this ordeal is distressing. The time and effort it has taken to simply receive the items I paid for or obtain a refund has been excessive and frustrating. Staples' failure to provide a satisfactory solution or even properly address the mistake has left me with no choice but to seek help from the Better Business Bureau.It is crucial that Staples be held accountable for their actions, ensuring that no other customer has to endure such a negligent and disheartening experience.

      Business Response

      Date: 02/28/2024

      We understand your concerns with the delivery of the Staples order. We show the images and tracking of both deliveries made to the correct location. We appreciate you taking the time to provide this feedback.

      Customer Answer

      Date: 02/29/2024

      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 writing to formally reject the response provided by Staples, Inc. regarding my complaint #********. While Staples claims that the images and tracking show deliveries were made to the correct location, this directly contradicts my personal experience and the evidence I have provided. It also does not explain the terrible customer service.
      Despite the claim of correct delivery, I was present at my address on the day of the supposed delivery and can confirm that no such delivery was made to my residence. The images provided do not accurately represent my delivery location, a critical discrepancy that questions the validity of the claimed delivery success.
      Given these circumstances, I firmly believe that my complaint has not been adequately addressed, nor has a satisfactory resolution been proposed. My primary aim is to seek a fair and just resolution to the issue at hand, which has significantly inconvenienced me and caused unnecessary stress.
      I urge both the BBB and Staples, Inc. to reconsider the evidence and circumstances of my complaint. I am open to further discussion to resolve this matter satisfactorily but cannot accept the current response as it stands.
      Thank you for your attention to this matter.

      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: 03/12/2024

      We understand your stance on this concern and appreciate you taking the time to provide this feedback. The answer provided will not change and Staples considers this matter closed.

      Customer Answer

      Date: 03/12/2024

      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. 

      Lazy and terrible service. Calling a customers experience her stance is crazy haha.

      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:02/15/2024

      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 ordered wedding invitations on 1/30/24 and they were printed incorrectly at least eight times. I came in one Saturday 2/3/24 to pick them up and they weren't ready. On 2/14/24, I came back two weeks later even though they were supposed to go out a week after they were made, and the order was rushed and the print was crooked. I went home sobbed then came back and asked them to redo it and they said they would. When I returned the following day, 2/15/24, the team said their printers were down and they could not complete the job. I don't think they properly refunded me for the service but I'm so distraught by the management and their attitudes I don't even wanna walk inside.

      Business Response

      Date: 02/23/2024

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

    Staples, Inc. is NOT a BBB Accredited Business.

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