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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

    • 396 total complaints in the last 3 years.
    • 132 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:01/23/2024

      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.
      The items I purchased were misleading. They are fold out spectator chairs not meant for adults. They are child size and do not state so. Business mislead me.

      Business Response

      Date: 01/26/2024

      Staples apologizes for the inconvenience. We have reached out by both phone and email multiple times and offered our help. To assist we need purchase information (an order number or receipt information).  We did not hear from the customer If we can get this information we will assist the customer further 

      Customer Answer

      Date: 01/26/2024

      [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:01/22/2024

      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 1/17/2024 I made a purchase of $166.32 and it was said to be delivered on 1/19/2024. On 1/19/2024 i never received my order. On 1/22/2024 I still had not received my order. Contacted customer support to track my order *** see where it was. Customer support informed me that there were no updates on the order and they could ****** the package. Customer support informed me it would take 2 business days to arrive after re shipping the order. I have already missed 2 days of work now to stay home and receive the package when it was supposed to arrive, i am now supposed to leave town for work and would not be able to receive the order so i had to request a refund. My refund was said to process within 3-5 business days. I am seeking some form of compensation for your companies error in handling my order as I have had to miss 2 days of work, never received the order, and you will have held on to my money for a minimum of 1 week.

      Business Response

      Date: 01/30/2024

      Staples apologizes for any inconvenience. A full refund has been issued and we provided a coupon to the customer.

    • Initial Complaint

      Date:01/18/2024

      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.
      On 07/29/2019, the printer was purchased for $250 with a warranty of four years. The printer never worked when it was installed. I had someone assist me to trouble shoot the printer but when he was unable to resolve it on the same day, I called Staples. Staples exchanged the printer with a new printer and that printer also did not work. I then contacted ******* and troubleshooted the computer with the staff for four hours on one occasion but was told to call back the next day to continue troubleshooting the next day. When I called the next day a few times no one answered the phone. When reporting this to Staples, Staples sent a tech to look at the printer and the printer began working but then stopped working a few hours later. I never used the printer. Once I noticed the printer was not working, I continued to call the Staples store but then I had a fall in 2019 with hospitalization, another car accident in 2020 and I had been recuperating. In August 2021, I called Staples spoke with phone reps and filed for a refund. I was expected to receive a letter with a decision in September 2021 but never received it. I was impacted by COVID where I could not go out to Staples to resolve this. In June of 2023, I returned to Staples to inquire about my refund and provided proof of warranty. I spoke with Worker Emy. Claim number **********. She confirmed that I would receive a refund but after a month I didn't receive the refund. I returned to Staples and was told to contact Asurion for a status and was denied a refund because "it had been too long and warranty expired" although the warranty was for 4 years.

      Business Response

      Date: 01/24/2024

      Staples apologizes for the inconvenience the customer experienced. In researching the situation we were able to determine that the customer had filed a claim with ******* previously but when ******* never received the requested documents from the customer the claim was closed. When the customer tried to file the claim again it was outside when the warranty had expired.

    • Initial Complaint

      Date:01/17/2024

      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.
      Order has been on backorder and I wanted to keep this item to be delivered as indicated in the email. But the representative cancelled it without my permission and denied to recover it. Please recover my order.

      Business Response

      Date: 01/19/2024

      Staples apologizes for any inconvenience. The customer will be contacted by *********** to address their concerns

      Customer Answer

      Date: 01/19/2024


      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,

      Soyun Kong

    • Initial Complaint

      Date:01/15/2024

      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.
      Staples is calling me constantly at ************ without my permission. They are calling from number, ************ asking me to call ********************. Staples called me on 1/15/24 at 9:00am and 1:22pm; on 1/12/24 at 4:06pm, 11:06am, and 9:56am. This is harassment. Staples never has permission to call me. Staples needs to add ************ to its "do not call" list. If Staples calls again, it will owe $500 per phone call under the Telephone Consumer Protection Act.

      Business Response

      Date: 01/23/2024

      Staples apologizes for any inconvenience, we have reached out to the customer via email to advise we have submitted his request. Our contract team confirmed they won't call anymore.

    • Initial Complaint

      Date:01/14/2024

      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.
      On January 4, **** at approximately 11:21am, I was using the self-service copy machine. I copied 4 pages of my first document using the automatic feeder with no problem. I place another document in the feeder and selected 2 copies. Automatically, the printer released two blank pages. I approached the employee (***) at the copy center station. While holding the two blank pages up to show ***, I explained to him the printer did not pull in my document and released two blank pages. *** walked to the printer, pressed a couple of buttons and said, "OK, now just hit confirm." I asked for a refund for the 2 blank pages charged to my card. *** stated, "There's nothing wrong with the machine." I stated, "It's obvious there is something wrong with the machine because two blank pages were released. The machine malfunctioned." *** stated, " the machines don't malfunction. You didn't hit the confirm button." What an unprofessional response for a manager in this type of business. If I didn't hit the confirm button, why did the blank pages release? The machine to my left was "unavailable" because it was malfunctioning. At this point, I asked *** for his name because I was going to file a BBB complaint. He stated, "What, really?" I'm asking for the .50 for the pages printed blank and charged to the my credit card. I do not recommend anyone to do business with this Staples locations. *** is not the person to manage this store or any store! His customer service is far beyond rude and unprofessional. To say the business machines do not malfunction is totally ridiculous!

      Business Response

      Date: 01/15/2024

      Staples apologizes to the customer for the inconvenience. We have been in contact with the customer and feel the customers concerns have been addressed. We have provided a courtesy coupon as a goodwill gesture.

      Customer Answer

      Date: 01/15/2024

      [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:01/12/2024

      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 purchased software (Adobe Photoshop and Premeire Elements). They sent me a code to download the software that had already been used so the 3rd party rejected it. I have been emailing them about it for a month now, and they have refused to give me a valid code, thus I cannot download the software. They have repeatedly told me to contact the 3rd party for a new code, and I have and they will not, they say it is Staples.com's responsibility to provide the valid code, since I purchased from them.

      Business Response

      Date: 01/19/2024

      Staples apologizes for any inconvenience we may have caused the customer. As the software publisher was unable to furnish a new code, Staples replaced the purchase, providing the customer with a new code.

      Customer Answer

      Date: 01/22/2024

      [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:01/10/2024

      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 an online order from Staples.com and pick it up on Jan 4th at the local ******* Staples store. Didn't like the item (kindle) so I created a return order online. The directions were to pack it up and leave it outside, however, it was raining and hailing that weekend, hence I went to Staples.com chat and asked if I could return the item to the local Staples store and they replied yes. So I went to the local Staples store (******************************************************************) and while the reps were initially confused, they said they would take care of it and someone would pick it up from the store since I had the item and the printed return labels. I pinged Staples.com chat today to have them cancel the pickup and to check on the status of the refund (to see if it had been picked up from the store) . The online chat rep contacted the local store where I dropped it off and said that there was no record of that item being dropped off and that the refund was not possible due to lack of record. So basically since I was trying to be courteous in saving a pickup or possible damage of the item because it would possibly be left out in the rain on the porch (it is an electronic kindle), I am out of a possible refund. The amount of money involved might be much but this whole process left me infuriated. From the antiquated return process to denial of an item being dropped off from the local Staples store. I am hoping that this is just a misunderstanding but what is concrete is that I am out of a refund that I am rightfully owed. I pinged staples.com chat to see if it was okay to drop it off at the store and they said yes, I dropped it off and they said they would take care of it on top of it. But none of that seems to be true.

      Business Response

      Date: 01/16/2024

      We appreciate you reaching out regarding your return concern. As we discussed, the refund has been issued for the return and we confirmed the package was received back to Staples. We appreciate your business and hope that this experience will not dissuade you from shopping with us in the future.

      Customer Answer

      Date: 01/16/2024

      [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:01/10/2024

      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.
      On November 22, I purchased a $50 door dash gift card from Staples for $42.50. However, when I went to use the gift card and add it to my account on December 28, the door dash app said unable to redeem gift card. Enter your gift card PIN again. I attempted it several times over several days in case there were app issues. However, it had the same error. I contacted Staples customer support several times on January 2. My first call I was sent card cash gift card service to try to get answers. They immediately told me I had the wrong number and sent me back to staples. Called back again and was then told to contact another number which was gift card malls customer service. I could not get a human on the phone and sent a contact email via their site. Ive yet to hear back since my January 2 email. I find it very disrespectful to, first, get passed around to multiple people (took a total over 90 minutes of waiting and getting passed around). Two, cannot speak to anyone to actually help me. If staples is going to sell a product, they need to ensure customer service for the product. Im asking for a useable $50 DoorDash gift card at the very least. As well, I believe for the lack of customer support something additional should be done or I will take my business somewhere else. Order number **********

      Business Response

      Date: 01/19/2024

      Staples apologizes to the customer for the inconvenience. Our records indicates this card was redeemed. Customer has been advised to contact Doordash for redemption details

      Customer Answer

      Date: 01/19/2024

      [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:01/10/2024

      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.
      December 20,2023, I purchased a rug from Staples. The rug was of poor quality, and I requested refund from Staples on January 2. The refund request was granted. Because Staples delivered the rug to me unboxed, I was not able to ship it back by *** as requested. Due to that fact, I returned the rug to the local store in ****** on *************. The Associate there told me that I did not need to return the rug because the Staples system showed that my refund had been processed. He said I could keep the rug or donate it. I chose to leave the rug at the store in the event something like this would happen. Upon checking my credit card several days later, the refund had not been issued. I called **************** on 1/7/2024 and the Agent just kept repeating the same script and did not resolve the issue. I contacted the Staples store where I returned the rug and spoke to the Manager on duty *****. He said they would ship the item back to Corporate when I sent the *** label. I emailed the Manager ***** the *** Return label that was sent to me by Staples as well as my Proof of Purchase receipt so there would be no questions. This issue needs to be resolved because the Merchant received their item back. I am attaching documents below for resolution.

      Business Response

      Date: 01/12/2024

      Staples apologizes to the customer, we have been in touch and the refund was released. The customer was send an emailed refund notification alert to confirm the refund

      Customer Answer

      Date: 01/16/2024

      [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. Refund is now reflected as pending in my account. 

      Thank you for your assistance.

      Regards,

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

    Staples, Inc. is NOT a BBB Accredited Business.

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