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:01/05/2024

  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.

  My formal complaint against two Staples locations: in Concord and *********, **********, for their gross negligence and unacceptable customer service, which has not only caused significant financial loss but also undue stress and inconvenience.1. ******************* Staples Issue The job, initiated five months ago, remains incomplete. - Material Costs I was advised to purchase materials amounting to approximately $800. Unprofessional Handling The job provided was incomplete, and I was nonchalantly told to 'fix it' as it would otherwise be discarded. They were of no use to me as they were not compliant with the city and *******************. ****************** Failure I experienced extremely rude behavior from an employee named ******, who also disconnected the call mid-conversation. - Staff and Ethical Concerns The employee initially assisting me was no more her ************ had no idea about anything - Additional Costs Incurred, I had to resort to another service provider, incurring additional expenses.2. *********, ********** Staples ******************************* A job paid for in December 2022 remains incomplete. - Ineffective Communication Despite documented emails and numerous communications with various Staples representatives, including ************************* (Regional Manager) and ******** (Store Manager in Concord), the issue remains unresolved. - Corporate Response Despite assurances from corporate office, there has been no resolution As a loyal customer whose annual expenditure with **********************, spenders for my businesses close to a million dollars, level of service, lack of accountability by these locations & in a severe breach of trust and professional standards expected from Staples.I request the BBB to intervene in this matter to ensure that appropriate actions are taken for their and lack of customer service ethics. I seek a full ********************* for the additional costs incurred *****************************

  

  Business Response

  Date: 01/15/2024

  Staples apologizes for any inconvenience and advised that we have reached out to the stores involved and advised that the customer currently has an outstanding balance owing for orders that were completed and picked up but not paid for from store **** - **********
  
  1 order for December 11. 2022 in Staples Store **** **** - *********,** was completed and picked up on the same day.
  
  I have contacted the customer to advise that the store is unable to process any future orders until the outstanding balance is paid for.
  
  Staples offered to review any receipts or charges that she could provide that should have been applied to the orders but haven't received any response from the customer.

• Initial Complaint

  Date:01/05/2024

  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 item that turned out to be defective. I followed the instructions for pre-use care of the item and the item was ruined due to the instructions. The store will not allow returns on defective items per their policy and will not accept any responsibility for their defective item.

  

  Business Response

  Date: 01/15/2024

  Staples apologizes for the inconvenience. We made several attempts to contact the customer and did not hear back. We will continue assisting the customer if they reach out to us

  Customer Answer

  Date: 01/16/2024

  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.]
  
  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:12/21/2023

  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.

  I requested 10 copies of a printed document from the staples website. They had an advertisement for next-day in-store pickup on 12/19 which is the only reason I had purchased merchandise from them. Three days later, they moved the pick up date to 12/26 and refuse to let me cancel the order.

  

  Business Response

  Date: 01/02/2024

  Staples apologizes for the inconvenience and has advised the customer that the refund of $16.65 was issued to the Staples Advantage Order and they have confirmed a copy of this refund has been emailed to the customer.

  Customer Answer

  Date: 01/02/2024

  [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 appreciate the fine work you all have done for me. I received a full refund and regardless of how small it was, I am grateful for the work. 
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/21/2023

  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 November 11th I placed a print order for 50 programs for my grandfathers funeral. Minutes after my order was placed, I received a call from this store canceling my order. When I asked for a refund I was told I needed to call customer support. Ive called customer support three times. First they emailed the store directing them to issue my refund. It never came. The next two times the representative called this store and told them to issue the refund on the phone. I was told I would receive an email confirming my refund. This still hasnt happened. I called the store directly again and was passed around to different people, until someone finally said they were in the process of issuing my refund and would email me once it was done. I also gave my phone number. I have still not received my refund. The total that is owed to me is $105.31. I have spoken to three different customer care representatives and multiple people at the store itself. I dont understand why issuing this refund is so difficult. Not only did I not receive the order, the store called me within minutes stating they couldnt complete it. Any help you can provide in helping me get this refund would be greatly appreciated.

  

  Business Response

  Date: 12/29/2023

  Staples apologizes to the customer for the inconvenience. We have been in contact with the customer and the customer has been refunded.

  Customer Answer

  Date: 12/29/2023

  [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:12/21/2023

  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 got a secret ************** was told I can exchange it if i didnt like it I went to the store & instead of doing the exchange they did a full refund & the money wen back to a **** gift card I no longer have access to & dont have no way to get access to..& I dont have the proper information to access . I reached out to **** and they redirected me back to the company (staples) . I called corporate & they said its nothing they can do . & right now Im out of $130 because I dont know where they sent the ************ refuse to void the refund & give me a gift card .::I would like my $130 in store credit or my original items back because now its like Im out of both my money and the merchandise I was gifted& thats not right

  

  Business Response

  Date: 12/22/2023

  Staples apologizes for any inconvenience this may have caused. We are unable to void the return or issue a store credit. The card hold will have to reach out to the **** gift card team to see what options are available.

• Initial Complaint

  Date:12/17/2023

  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.

  Staples payment method

  

  Business Response

  Date: 12/19/2023

  Staples apologizes for any inconvenience.We have been in contact with the customer and advised the feedback would be addressed.

• Initial Complaint

  Date:12/11/2023

  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.

  On 12/7/2023, I reported to the Staples location at ******************************************************************************** to ship a package to *****. I was told that the package would be picked up by *** on 12/8/2023, as it was after 6:30 p.m. and the driver had picked up the packages for the day. I tracked my package on 12/8/23 and learned that it was never picked up by ***. On Saturday, 12/9/2023, the tracking information showed that a shipping label was created but there was still no pick-up. I called Staples to make a formal inquiry. A gentleman stated that the package was picked up on Thursday. I explained that missed the pick-up time for that date, so that was a false statement. He then accessed the computer and said it was shipped on Friday. I reached out to *** and they confirmed that they did not pick up the package, as the driver scans the packages from the access points for tracking purposes. I traveled to Staples to meet with ***** and inquire about my package. He continued to insist that the package was shipped on 12/8/2023 but was unable to verify the information. I called the *** access point for my zip code and spoke with a manager who verified that *** did not have the package in their possession. I opened up an investigation with *** and left a message with Staples Headquarters. Later on that day, my package mysteriously appeared and showed as "in transit" on the *** tracking portal. The package arrived in Vegas on Monday, 12/11/2023, but the box had been opened and retaped. (Picture uploaded) I had secured the box with heavy-duty shipping tape and it was evident that a box cutter was used to open the package. Four gifts inside the box were tampered with and the items were exposed. I believe a store associate intended to steal the package and the items inside. As a paying customer, I expect that my package will be safe and arrive secure and with my items intact. I will not be utilizing Staples for shipping in the future and will no longer patronize the store.

  

  Business Response

  Date: 12/21/2023

  Staples apologizes for the inconvenience. We have reached out to the customer to explain that a claim would need to be filed with *** Claims and if she would like we can have them contact her directly. We have not received any response.

• Initial Complaint

  Date:12/07/2023

  Type:Order 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.

  On Nov13,2023 I received an email from ****** offering products for sale. I had a birthday coming up so I ordered a jacket. It arrived and was poorly made and too large so I tried to send it back. The invoice said Staples Promotional Products . I called the phone number that was listed and the recording said I am unable to take your call, please call back. I have called over 50 times the last few weeks and get the same message. I sent several emails to the address on the invoice and have been informed its not a valid address. I am so frustrated at this point and hope you can help me resolve this issue. It was $72.12. I will send pictures of the invoice.

  

  Business Response

  Date: 12/15/2023

  Staples apologizes for the inconvenience this may have caused the customer. We have been in touch with the customer and the issue has been resolved.

• Initial Complaint

  Date:12/07/2023

  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 reached out to Staples.com customer service. They have no working phone number where any live person is able to answer their phone, currently, to assist customers. Their chat is down as well. I emailed a few different email addresses, and finally heard back. This is Regarding order #: **********. (Missing Order.)The package was marked as delivered, but is still missing. Order date was 11/30/23.I have requested that someone at Staples, please process a replacement for this HP laptop, and have it reshipped to me, ASAP. Ultimately, I was informed that Staples is refusing to process a replacement or refund for my missing laptop computer, without any legitimate reason for doing so. Staples is refusing to further assist me, and has now been ignoring my requests to have a manager or someone at corporate level get back to me, by phone or email, to resolve this matter. Thank you,*************************** **************** ************************************************************** ************

  

  Business Response

  Date: 12/14/2023

  We appreciate you taking the time to reach out to Staples regarding your recent order. Per UPS.com tracking, the order shows delivered as addressed 12/4. We understand the concerns and appreciate your business at Staples.

  Customer Answer

  Date: 12/20/2023

  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 not satisfied with this resolution, at all. On 12/14/23, days after I had originally launched this complaint, I actually spoke over the phone with an employee at staples, (Employee ID #: ********* He promised me a replacement order, for this laptop, which I never received. I have attached a screenshot, showing proof of the replacement order being successfully processed. It was supposed to have been delivered on December 15th, as shown in the attachment. I called staples again 12/18/23, to see why my Replacement laptop never shipped. I spent over an hour total, trying to resolve this. My replacement order was ultimately canceled, and therefore never shipped to me. (I also have included an attachment, showing the cancellation email I received.)
  The biggest problem with this entire situation is the unethical combination of misinformation, misleading, and outright lies, which Ive been told by staples, about receiving a replacement. No one has shown any quality customer service skills, or customer appreciation. They are supposed to trust their customers, and give them the benefit of the doubt; and therefore, promptly and professionally replace an item that was marked delivered, but not received.
  I actually have asked to speak to the highest level manager possible, beyond the people I have dealt with, who still refuse to assist me with this replacement. I have yet to hear from that person.
  Ultimately refusing to help resolve a customers important concerns and issues in any which way, is totally unacceptable. I truly hope that Staples still decides to redeem themselves, do the right thing, and send a replacement laptop to me still. 
  I hope at this point, that Staples just goes ahead and emails me confirmation of a replacement order being successfully placed, ASAP. And then promptly thereafter, I would like to receive a shipment confirmation email, once the laptop successfully ships. 
  Thank you,

  ************************;

   

   

  

  Business Response

  Date: 12/22/2023

  We understand your concern and appreciate your feedback. We would direct you to your bank or credit card provider at this time. We appreciate your understanding on Staples' final response to this concern.

• Initial Complaint

  Date:12/04/2023

  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.

  Placed an order. Never received it.Contacted Staples via email TWICE. Received no response. Started calling customer service. The # doesn't work..I just want my money back! It's ridiculous that they don't respond to emails or take phone calls.

  

  Business Response

  Date: 12/14/2023

  Staples has contacted the customer to apologize for the delayed delivery of her order and the inconvenience of being unable to cancel the order. Customer has been refunded for the order.