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:02/14/2024

  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 purchased the Staples offering of ***************** on a printer I bought at Staples. Previously when my printer broke the store would replace the printer with a new one if I bought the insurance. Now I must mail the printer to a warehouse where it is supposed to be "repaired." I have been asked to mail the printer back now 3 times (Yes three times!!) And instead of fixing it, they just send it back with the same problem. I print something to demonstrate the problem and send it back again. They will not repair the printer or refund my money or replace the printer. The insurance is Asurion but it is in association with STAPLES. I cannot get a new printer at the store. And when I call *******, I get someone in the phillippines. I have called 4 times and only gotten the runaround and am told to mail the printer back. Then they email me that the printer is fine (which it is not!!!) So NO SOLUTION ANYWHERE AND THE ASURION INSURANCE INSURES NOTHING BUT A MAJOR HASSLE.

  

  Business Response

  Date: 02/16/2024

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and have resolved the issues.

• Initial Complaint

  Date:02/12/2024

  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 received a staples gift card as a gift for my bridal shower. When I went to use it in the store, the register would not register the card. I could not use it, although it had not been used and has $25 balance. When I called the number on the back of the card and spoke with an agent, they could not verify the balance because they changed to a new system. I called the customer service number given to me and spoke to a supervisor named **** who told me he could see the full $25 balance. He said sorry it didnt work but the only way he could issue a new card was with a receipt and proof of purchase. I explained this was a gift and I did not have a receipt with it but he told me there was nothing he could do. Because staples has changed their system and their registers do not recognize their own gift card, I am out $25. I would truly like a refund because this type of poor business practice does not encourage me to shop in the store, but am asking for store credit in the amount of the gift card, which I think is fair.

  

  Business Response

  Date: 02/13/2024

  Staples apologizes for the inconvenience. I have been in touch with the customer and replaced the card with an emailed card.

  Customer Answer

  Date: 02/13/2024

  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:02/11/2024

  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've been attempting to arrange *** pick up for return of order number **********, placed several days ago. The item, a desk chair, arrived defective., missing parts. I set up a return via Staples.com, requested pick up of package, *** label created, however, no pick scheduled. I called customer service, rep arranged a pick up, however, estimated pick up date provided is by February 27th through another carrier, not ***. I've purchased another chair through ******** need this item from Staples returned ASAP, not by February 27th. I've explained to severe reps the item is now ready to ship with *** label, need a pick up scheduled. I am unable to get to *** drop off point, do not currently have a vehicle.

  

  Business Response

  Date: 02/19/2024

  Staples apologizes for the inconvenience this issue caused. We have been in contact with the customer and the return was picked up and he has been refunded.

• Initial Complaint

  Date:02/11/2024

  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.

  On Saturday, February 10 (****) I received a letter from Staples dated ****-01-30. I read the letter and then searched online for a website and phone number. I called the only number available on a Saturday and sat through odd phone choices before finally getting to talk to someone.Either the person wasn't understanding OR the website I looked up on my own was a scam. The letter has my address BUT is directed to a business. The letter has an ODD website link (which I never used) and an odd request code. It does list a customer number (which most certainly isn't me). I tried to explain that this letter seems like a scam and I want no part of it.I didn't contact Staples. I didn't submit some type of tax exemption number for the state of *********. I most certainly didn't order anything. I absolutely don't want to be billed for anything! As a company name (Ice age park and trail foundation - and that is exactly as it is formatted) is listed with my address, I am wondering if an online purchase was made and the person opted for "delivery address and billing address are different). ************ (exactly how it appears on the letter)************************ (exactly how it appears on the letter )I am NOT a business. I should NOT be billed for anything. I was frustrated that the person wasn't understanding my issue and wasn't really helping me in this FRAUDULENT situation.

  

  Business Response

  Date: 02/14/2024

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and feel the customers concerns have been addressed. She has been advised to disregard the letter as it pertained to an old business address

  Customer Answer

  Date: 02/14/2024

  [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 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:02/08/2024

  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 bought several staples gift cards at my local grocery. many of them have been locked by staples and all have a balance. I was working with someone that has helped me fix it after I provided receipt and card photos but she no longer helps my situation. I just want new cards issued for the ones that staples refused to honor

  

  Business Response

  Date: 02/14/2024

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer, investigated the issue, and replaced the gift cards.

  Customer Answer

  Date: 02/14/2024

  [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 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:02/06/2024

  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 a chair from Staples online to be delivered to ********************** Staples to be assembled there. I received an email informing me that I would have to have someone come to my home to assemble the chair. I called within minutes of receiving that email and indicated that I wanted to cancel and order the chair from the store and have them assemble the chair. They told me that because I didn't request the cancelation within 30 minutes of the order(I requested it within minutes of receiving the email regarding at home assembly), they couldn't guarantee I would receive a full refund. So basically, if I canceled I stood to lose $283.53. This was unacceptable and I was forced to go through with the order. I am a long time customer of ********************** and have spent a lot of money over many years. There was never any notice that orders need to be canceled within 30 minutes. I had no knowledge of the different assembly protocol between in store purchases and online purchases. The practice of only allowing a 30 minute window from order to cancel when the customer is only informed 2 hours later of a change in online policy seems like a violation of my consumer rights. The supervisor, ******, that I spoke to offered no options.

  

  Business Response

  Date: 02/08/2024

  Apologized to the customer for the experience, confirmed the online assembly was refunded. As a courtesy I have issued an adjustment to online order to cover additional fee charge in store for assembly.

  Customer Answer

  Date: 02/08/2024

  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,

  *****

  They sent the wrong color and I notified the company and no response.

   

  

  Business Response

  Date: 02/15/2024

  Apologized to the customer for the color difference with chair. Advised we would pass the feedback off. As a courtesy I offered an coupon due to all the hassle the customer has had in getting the correct chair

• Initial Complaint

  Date:02/02/2024

  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 have already sent an e-mail to **************, Customer Relations, ********************** "********************** of the President" who contacted me following the previous BBB complaint in Nov/Dec 2023. What just occurred is almost the same type of situation repeated yet again by Staples. Placed order on the website 1/31/24, with delivery date 2/2/24. The same delivery date shown on the order confirmation e-mail received 6:25 pm 1/31/24. Staples e-mail 2/1/24 11:36 pm said order shipped, delivery date 2/2/24. Tracking link didnt work until today 2/2/24. Per tracking order loaded on truck 11:14 am today. Staples message 12:30 pm said items arriving today. Only 1 hour 20 mins later (at 1:50 pm) it was decided driver couldn't make delivery today! Didn't receive notification via e-mail until 2:43 pm that delivery was rescheduled for 2/5/24. Unlike back in December, this cannot even be blamed on the website being compromised. Staples is performing bait & switch delivery dates. No active chat on the website, no means to reach a live person until Monday now. Was asked to respond to that last e-mail if I wanted to cancel the order. Responded with questions that needed answering first. I used 2 rewards coupons for the order, would they be re-issued if I cancel? Would I be able to pick up my order at the store instead of having to wait until Monday now for delivery? Only response is an automated message indicating nobody will contact me until Monday. I am furious that Ive waited home all day for a delivery that was never going to happen, and beyond disgusted with the lack of concern and inability of Staples to effectively communicate with customers once theyve taken their money. Staples promise "next day delivery", but it was decided before 2pm today that they simply weren't going to bother delivering the order placed 1/31/24. This is misrepresentation at the least, fraud at the worst. Explained below how I'd like this resolved. Regret putting my trust in Staples again.

  

  Business Response

  Date: 02/21/2024

  Staples apologizes for any inconvenience. The order has been refunded and a coupon was issued to replace his rewards.

  Customer Answer

  Date: 02/21/2024

  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. 

  [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.]

  There is much more evidence of the ongoing fraud and sheer incompetence of Staples, as shown in the additional evidence sent to the BBB (not being shown on this complaint).  Staples 3 times attempted delivery of "replacements" of my order, never requested by me.  The Staples Fleet drivers harassed me by ringing the doorbell & loitering outside my front door for 5 minutes.  Meanwhile, ************** refused to tell me why they were trying to deliver replacements when she knew the original order had been delivered, per their own tracking.  After the 3rd attempt of Staples Fleet to deliver, they fraudulently listed on the tracking the reason for not being able to deliver as ******************* Denied.  This is absolutely untrue, since I live in a single family home and NOT in an apartment or commercial building!  They were feebly attempting to cover up the fact that I refused to interact with Staples Fleet for delivery of something I had no knowledge of - and ************** had up until that point still refused to tell me why they were attempting to deliver these items.  She then e-mailing accusatory messages, because I didn't stay home all day each day of the attempted deliveries.  Staples then returned these items to their warehouse, and afterwards I received e-mail confirmation of a refund of $4.77 to my credit card, but no mention of the $25 rewards used for the original order.  At no time did I ask for a refund - why would I when the original order had been delivered?  They processed this part refund without my knowledge or agreement, and by doing so rendered the items on the original order non-refundable.  Therefore, they committed fraud again.  Today (2/21/24) Staples has issued the remaining portion of the payment on the original order as a $25 coupon.  However, despite multiple requests to remove the fraudulent statement  ******************* Denied from their tracking they have refused to do so, and despite multiple requests for them to close my Staples account and delete all of my personal information from their database, they have to date refused to do so.  Therefore, I do not consider this complaint "closed" until they have completed the requested actions.  My complaint of bait & switch and fraud with the *** goes ahead regardless.

  
  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: 02/23/2024

  Staples apologizes for any inconvenience. We are unable to remove past tracking scans by the courier.
  We have submitted a request to delete the customers information as requested. They will receive an email to confirm.

  

  Business Response

  Date: 03/01/2024

  Staples position remains the same

  Customer Answer

  Date: 03/04/2024

  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. 

  What position???  They have refused to close my Staples account after NUMEROUS requests to do so, starting 12th February 2024.  As a result of this unprofessional, fraudulent behavior they are being reported to the Attorney General's Office.  

  There is NOTHING at all preventing them from closing my Staples account immediately, and deleting ALL my personal information from their database (together with notifying those to whom they have sold my information to do the same).

  This complaint will NOT be considered closed until they have completed those actions, and if they want to continue down this path it will only result in legal action against Staples Inc.

  Attn.  BBB do NOT close this complaint.

  [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,

  ******

   

   

  

  Business Response

  Date: 04/02/2024

  Staples apologizes for the inconvenience, we have requested to have the customer's information deleted under the California privacy act

  Customer Answer

  Date: 04/03/2024

  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.

   

  
  This is utter nonsense from the business - they have been asked repeatedly since 12th February to close my Staples online account, and delete ALL of my personal information (including what they have sold/shared with other entities)!  They have taken zero action on this despite multiple requests from me, and have in fact committed fraud by stating they are "processing" my request, only to continue sending e-mails asking for verification on my e-mail address they've already verified via the BBB complaint.  This is ludicrous!
  A second complaint about Staples fraudulent action has now been submitted to the Attorney General's Office for their attention.  In the meantime, I was advised to edit all my personal information on the account by entering bogus details (which Staples itself advises people to do).  I have replaced my own information on the Staples account with this ********************'s phone # and e-mail address,and have used the BBB as my "name".  You have left me with no option but to do this, because for some illogical reason you have failed to close the account/delete information, and have given me the run-around with excuses that don't hold up and lies.
  BBB:  do NOT close this complaint until Staples **** has fully deleted my account details, to include ALL personal details.  BBB your own details are now listed instead of mine on the Staples account, however, records of my orders etc. are still listed.  This ALL needs to be dealt with IMMEDIATELY, or it WILL proceed to legal action!
  
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 04/15/2024

  Staples response remains the same.

  Customer Answer

  Date: 04/16/2024

  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.]

  How can I possibly accept this illogical response?  This is pure fraud on behalf of this business, and I will be submitting a third complaint to the *** and Attorney General's Office to report Staples **** ongoing refusal to delete ALL my Staples account and personal details, to include order history etc.

  This business has zero ethics.  What is their explanation (excuse) for not simply deleting my Staples account and personal information?  It's a simple process for them to handle this, yet they have been blatantly lying about doing so for over 2 months now.

  So, Staples **** are saying they will NOT delete my Staples account and personal information from their database?  Why not?  What are they getting out of this - do they intend to continue selling my information to third parties?  (I have proof they have been doing this for several years, despite my request years ago for them to stop).

  I have been advised that the *** and Attorney General's Office will be most eager to hear of Staples **** ludicrous stance on this matter - which by the way is against the law.  

  Bottom line:  I've requested numerous times for my Staples account to be permanently closed and ALL of my personal information contained therein to be deleted from their database.  It is illegal for Staples **** to refuse to action these requests, and is grounds for a lawsuit for damages.

  
  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:02/01/2024

  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.

  After receiving an empty apple watch box, I was told that I would receive a refund.It is now well over a month and I have yet to receive my money back.

  

  Business Response

  Date: 02/06/2024

  Staples apologizes for the inconvenience, after a thorough investigation we are not going to be able to ****** or refund the customer.

• Initial Complaint

  Date:01/26/2024

  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 purchased a printer from Staples and got a 4-year warranty. the unit failed after 2 years. they decided to refund my money $269.99 instead of trying to fix the printer, but instead of giving my money back the company that handles their warranties "Osurion" wants to pay me with a Staple gift card only good at Staples. I saw no were in the warranty where this settlement was stated. I advised them I did not want a gift card I wanted my money. 12 Dec they agreed to this but said it would take 7 business days. After 7 days no check, I called them again and they assured me that that would take care of it but it would take 18 business days, Checks in the mail in 18 business days. After 18 business days and no check they said they really got it fixed but it would take 5 days because they were going hand carry the paperwork but after the 5 days the company "Osurion" desides that they had turned it over to a company that handled their payouts and now it out of their hands. As of now I don't have the product or warranty money and everyone blames someone else. I feel this is Staples problem, I bought the printer and warranty from Staples. This should be well documented esulation team # N20-233334 and SR#********** they have been messing with me for close to 2 months.

  

  Business Response

  Date: 01/31/2024

  We understand your concern with the Asurion warranty for the product bought at Staples. As we discussed, the egift card was accepted on 12/29, these funds could be put towards your next purchase(s) at Staples. The funds would not expire. We appreciate your business at Staples.

  Customer Answer

  Date: 01/31/2024

  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. 

  The offer by the store was not excepted. I purchased a printer from Staples at *****************************************************. *****, on 03/28/21 for $269.99 plus $21.27 tax plus $49.99 for a 4 year repair or replacement warranty. Store receipt #******* 10 006 *****. The unit failed after about a year and a half. Also noted I returned the defective unit as required at a cost of $26.07 to me. They offered me a store credit good only at the store Im in conflict with for $269.99 which is a loss to me of about $100 and me not having the printer or remaining 2 years on the warranty. The store has not acted in good faith. They at first offer me the cash but said it would take 7 business days, after the 7 business days passed the said they see where the ball dropped on the check is in the mail but it would take 18 business days. After that period passes the went to a higher level of conflict #N20-233334 with the check in the mail but required 5 business day. After that 5 day they said the credit had been cut and they could not do any more, it was it the hands of a vertical wallet. One of Staples employees walked me though the e-mail and showed me where the credit was and said when I looked at it I excepted it???
  ***************** 

  

  Business Response

  Date: 02/06/2024

  We appreciate your updated feedback on this concern. As we discussed, the $50 egift card was issued in addition to the egift card provided as fulfillment of the warranty. We encourage you to make use of both egift cards on your future Staples purchases.

• Initial Complaint

  Date:01/24/2024

  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.

  Order ********** Order was marked as delivered, I couldn't locate it - even the photo proves it was not delivered to my door but a separate part of the building. I contacted customer support and they said they would send a replacement. I told them I would rather have a refund than a replacement. They then said ok we will give you a refund. 10 days later no refund had arrived. I contacted them again and they said "sorry we changed our minds and now we won't give a refund due to return policy violation.". I have never returned anything before so it is impossible to have a return policy violation. They also aren't allowed to change their minds about a refund and replacement when they promised both and delivered neither. They told me to file a dispute with the bank. I filed a dispute, then they filed a counter dispute and the bank sided with them. I am still in the process of working things out with the bank because the documentation they submitted is incorrect - they show that 2 refunds were given when actually 0 were. They also did not respond to the part of the dispute that shows they promised a refund and replacement then delivered neither. At the very least, they should be consistent and not say they are going to do something like that. dates:9-18-23 - order placed 10-01-23 - replacement promised 10-02-23 - replacement shipment cancelled, refund promised to discover ************* - Staples changed their mind and said they actually can't process a refund 10-18-23 - They say they can send a replacement order but I need to return the item (how is that possible when I don't have it?). They then in another email offer a return or replacement again?10-19-23 - they say there has been a return policy violation and they can't do a return 10-20-23 - they say there will be no reship or refund 1-20-24 - they finally respond to dispute saying they already gave 2 refunds (which is incorrect) and that tracking shows delivered.

  

  Business Response

  Date: 02/02/2024

  Staples apologizes for any inconvenience caused to the customer. We have reviewed the customers complaint and have been in contact with her to advise we are unable to ****** or refund the order.

  Customer Answer

  Date: 02/02/2024

  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. 

  Business promised a replacement, then a refund, and did neither. In the dispute documentation they filed, they show 2 refunds, both of which never happened. They even included fake confirmation numbers which have been confirmed as fake by the bank. Thus this response cannot be accepted. They keep telling me to send it back but how can I send it back when I don't even have it? This has been established multiple times already.

   

  
  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: 02/13/2024

  Staples decision remains the same

  Customer Answer

  Date: 02/14/2024

  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. 

  staples offered a refund and said it refunded me, said they did with fake confirmation numbers in their dispute documentation, but never refunded me.
  
  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: 03/01/2024

  Staples decision remains the same

  Customer Answer

  Date: 03/04/2024

  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. 

  company promised a refund as shown in emails then didn't give a refund. This is wrong. They can't claim they refund me (your refund is coming in 5-10 business days) then refuse a refund.

   
  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,

  ******