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:12/04/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 30, 2023. I presented a computer at Staples store number **** in ***********, **, to be packaged and sent to a repair facility in ****. The parcel was received on Novermber2, 2023 with the contents damaged beyond repair. It was packaged incorrectly and there was damage to the container. This package was shipped via Staples and **** When I contacted the local Staples store I was given a phone number ************** to initiate a claim. I was given the claim number ******** and that is the last I have heard. I paid for $1,000 in insurance. All attempts to contact Staples ***************** results in the same message - "we are unable to take your call. Call back later" My attempts to contact *** have been fruitless. The Staples shipment ID was ********* and the *** tracking number was 1Z6F895FA819074537. The replacement cost of the computer was over $1,000. I need to contact someone in authority at corporate Staples and have this matter resolved. My call to corporate Staples **************** received the same message. I have been receiving this same message much longer than their so called cyber security issue. ***********************

  

  Business Response

  Date: 12/13/2023

  Staples apologizes for any inconvenience we may have caused the customer. We are in communication and continuing to resolve the situation to his satisfaction.

  Customer Answer

  Date: 12/13/2023

  [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 been contacted by a Staples representative with a request for more information concerning an invoice for the computer's initial purchase.  ******** computer was sold to me and modified by the IT service to my specifications. I have sent communications to the IT service for a copy of their original invoice in order to comply with their reasonable request.  The matter is not completed yet so we will keep the complaint open until it it.
  
  Regards,
  
  *****************

• Initial Complaint

  Date:12/04/2023

  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.

  I bought my brothers printer from Staples just under a year ago, with warranty... I bought ink to see if that was the issue.. it was not! So I called the store to speak with a tech, manager got on phone, obviously in a bad mood, and gave me not help..

  

  Business Response

  Date: 12/14/2023

  Staples apologizes for the inconvenience we may have caused the customer. In researching the situation, we have found that the return is outside of our return policy time frame and customer was not able to provide proof of purchase.

  Customer Answer

  Date: 12/14/2023

  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. 

  [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,

  Capt ****

  I explained I don't have a hard copy of reciept!!! 

  But it's on file under my card, and it's under a year and have warranty.. 

   

  

  Business Response

  Date: 12/21/2023

  Staples apologizes for the inconvenience we may have caused the customer. ********************** needs more information from the customer to assist further. Customer has not been able to provide the required information. Our position remains the same.

  Customer Answer

  Date: 12/21/2023

  I gave them my credit card information and that's all I need. I have the warrantyBetter 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,

  Capt ****

   

   

• Initial Complaint

  Date:12/04/2023

  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.

  Online order placed 11/26/23 for printer ink. Per order, 1 ink expected in store for pick up 11/28/23 & the other 2 inks on 12/1/23. On 11/28/23 sent e-mail 1 ink ready for pick up. Tried to check status of other 2 inks & found they hadn't even shipped. Saw notice on Staples website stating there was a recent "cyber security risk" that had temporarily disrupted processing & delivering of online orders, plus customer service lines. Sent online contact message 11/28/23 asking for status update of other 2 inks. No response & no way to contact customer service. ************************** won't allow me to cancel order, since they say it has "shipped" (only 1 ink did), nor will it allow me to return the inks since it says they have not shipped (1 ink did)! They are holding my money hostage, with no communication about when or even if I can ever expect the other 2 inks. The order appears to be now stuck in a never ending loop, whereby they won't ship the rest of the order, won't communicate with me, and won't cancel an order they can't fulfill, and won't issue a refund! The ink said to be ready for pick up at store was supposed to be automatically cancelled and refunded if I didn't pick it up by yesterday (12/3/23), yet it's still showing as waiting pick up. After this debacle, I will NOT be picking up the ink & want the order cancelling and an immediate refund for the full total of $64.15 issuing. At this point I no longer trust Staples, and want my online account/rewards account closing permanently, and all personal information deleting after the refund is issued. I need confirmation ASAP from Staples that they have complied with my request.

  

  Business Response

  Date: 12/14/2023

  Staples has apologized for the inconvenience and explained that we experienced delivery delays during the time that Staples had taken proactive steps to
  when a cybersecurity risk was identified.
  This resulted in temporary disruption to backend processing for our websites and delivering capabilities.
  
  A full refund was issued for this order and a $25.00 courtesy coupon as a goodwill gesture for the customers next in store or delivery purchase. The customer responded he was happy with this resolution and appreciated the coupon and requested that his Rewards account be left active.

  Customer Answer

  Date: 12/14/2023

  [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. 
  

  I was seeking a prompt resolution via cancelation of the order that hadn't been fully processed, and an immediate refund to my original form of payment.  This was eventually taken care of by Staples.

  I had neither asked for, nor had I expected, any additional compensation beyond the full refund.  The $25 courtesy coupon is a very nice surprise, and is appreciated!  
  Regards,
  
  *******************************

  Customer Answer

  Date: 02/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have 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.

  Since Staples is not even going to deliver my order over the weekend, I need either the order cancelling with a full refund - to include re-issuing the 2 rewards coupons used ($10 + $15), or they can provide a timeframe for delivery on Monday 2/5/24 and additionally provide compensation for the inconvenience they have put me through.

  

  Business Response

  Date: 02/13/2024

  A full refund was issued for this order and a $25.00 courtesy coupon as a goodwill gesture for the customers next in store or delivery purchase. The customer responded he was happy with this resolution and appreciated the coupon and requested that his Rewards account be left active.

• Initial Complaint

  Date:12/04/2023

  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.

  On November 25th 2023 at 10:38am est, I purchased from staples.com order **********. I'm not able to pickup the item I paid for that was delivered December 4th. Never got an email saying delivered or ready for pickup. I attempted to call customer service and their phone system is still down. I want to pickup my item that I paid for. *** tracking shows its delivered and I have the receipt, that should be enough. 1Z1825750328332518.

  

  Business Response

  Date: 12/08/2023

  Staples apologizes for the inconvenience. We have been in touch with the customer and he confirmed he was able to get his item

• Initial Complaint

  Date:12/04/2023

  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 purchased an office chair through the Staples website on 11/03/2023. The order number was ********** and the order total was $438.99. The chair was defective and made loud clicking/snapping sounds when it rocked back and forth. I returned it on 11/24/2023 and my Staples return number is **********. The problem is i still havent been refunded. I tried contacting Staples through their ************** number every single day of last week. They have a prerecording on that line that says "sorry we are unable to take your call right now". I called my local Staples store and inquired about this. They told me the entire Staples system was hacked and is currently down. Unfortunately they were unable to help me with the return since i purchased it online and a local carrier had already picked it up. Speaking of which, the carrier that picked it up is called Pace Freight. They picked the chair up from our apartment on Wednesday 11/29/2023. I spoke to the regional director of ****, His name is **** and his phone number is *************. The Pace dispatcher that scheduled the pick-up was named ***** and her phone number is *************. This morning i contacted my local Staples store again and spoke to the store manager. He told me the Staples system is still down. He said usually he could email a "higher-**" in this circumstance but that he was unable to even do that right now because of the "system" issues. Im not quite sure how to proceed getting my refund and im hoping you, the BBB, can maybe help with this? I am also filing a chargeback dispute with my bank, **** of America. I know Staples has great customer service and this has happened because of their system crash/hack. Im hoping through BBB's capability that whoever at Staples receives this complaint will be able to get our refund processed. Thank you.

  

  Business Response

  Date: 12/05/2023

  Staples apologizes for any inconvenience. We have released the customers refund back to their Credit card.

  Customer Answer

  Date: 12/08/2023

  [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:12/03/2023

  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.

  On November 26th I began searching for large glass whiteboards on line that I could receive the in time for law school finals. On November 27, I ordered an 8' x 4' glass white board from Staples along with markers on the basis of receiving the delivery on November 28th and received an email confirming same, referencing one order number (**********) and two tracking numbers; one for the markers and erasers (*************) and another (*************) for the glass whiteboard. The shipper was 3RD TIME EXPRESS LLC. I received a follow up email indicating that my package was delayed until November 30th, which did not cause me great concern and would not significantly burden me, given the upcoming dates of my ********** Final Exams. I received the markers from 3RD TIME EXPRESS LLC on the 28th & the driver advised that they were in possessions of a 100lb package which would be delivered on the 29th. I waited at home all day on the 29th but the package was not delivered. Again on the 30th I waited at my home, all day. The following day I advised security guard in my neighborhood at the gate to enter the neighborhood to call me when I left. I have tried to contact the shipper, and Staples. I have sent Staples emails which they have not responded. Staples telephone number has a recording that states they cannot take calls and to try back another time. I have tried back numerous times but continue to get the recording. I tracked the package and the tracking information shows nothing other than the package departed, despite the 3RD TIME EXPRESS LLC driver explaining the package in detail. Had the package not arrived in Kenner, the driver would not have known the details and asked if I would be home the following day (e.g., Nov 29th). My exam is on 12/7. I committed to my law school class to have this board, now I cannot order another one in time. Staples or delivery company are not responding and have me over a barrel. The cost of the item is approx. $500.

  

  Business Response

  Date: 12/11/2023

  Staples apologizes for any inconvenience we may have caused the customer. We have resolved the situation to her satisfaction.

• Initial Complaint

  Date:12/02/2023

  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.

  I went staples store in ************* ** on *********** on 12/2/23 to process a return back to Amazon. For my return, Amazon clearly stated that I dont need to package my item or put it in a box as staples would be doing it. While I was returning my item, the young lady seemed to have needed assistance so she went over to another rep, the rep appeared to be on the phone helping another customer so she called for a manager. Some guy came over whom I assume was a manager and claimed they are refusing to accept my return as they dont have a box to fit it in. Keep in mind I did bring the item back in the original box that was sent by Amazon even though I was told I didnt need to. The guy whom I assume is/was a manager stated that they are refusing the return because they did not have a box to fit it in. I firmly advised him that I was not leaving back with the item and the manager and 2 other male reps decided that they wanted to gang up on me and stated I needed to get the f*** out the store. So with their tone I reciprocated the same energy back with my tone. I then asked for their names as I was going to file a complaint with their corporate office which they refused to provide to me so I started recording the conversation which I made them aware of. I then left the store to go to my car and one of the reps followed me out the store. So I came back in the store again to get the reps name and the manager stated that I was trespassing and he was calling the cops. I told him to go ahead because I was doing nothing wrong and the Staples rep was the one who was antagonizing me by following me to my car. Again, I have all this on video. A rep name ****** tried to de-escalate the situation and even told the manager to just let me speak, but the manager refused. Now I want to know what kind of thugs does staples have working for them where even if a customer is irate they think it is ok to threaten or intimidate the customer, when the customer never threatened them?

  

  Business Response

  Date: 12/04/2023

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and we will investigate this internally to make sure all of their issues are addressed.

• Initial Complaint

  Date:12/01/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delay in delivery of order. According to them it did not make it on the truck. When asked what happened received a new email saying another would be sent. However it also was delayed in delivery. Tried to call Staples but they are not answering their phones. Tried the web site but no update on order. Submitted request for order status from their **************** but no reply. Want the **** At a Glance Monthly Planner. If they dont deliver than my money back.Order #**********

  

  Business Response

  Date: 12/11/2023

  Staples apologizes for the inconvenience. We have reached out to the customer. A solution was proposed and implemented however we will reach out to the customer to confirm that everything worked out as intended as soon as we can see all the order details and con confirm safe delivery.

  Customer Answer

  Date: 12/15/2023

  [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:11/30/2023

  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 ordered a printer, toner and a clock on 10/17/23 and 11/15/23. I've called, chatted and emailed multiple times and get the run around. I need to return these items. On the website it says the clock was returned and it's sitting on my desk. They are sending me late notices because these items have not been paid for because I'm trying to return them. Nothing is happening.

  

  Business Response

  Date: 12/13/2023

  Staples apologizes for any inconvenience we may have caused the customer. We have resolved the situation to her satisfaction.

• Initial Complaint

  Date:11/29/2023

  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.

  I saw an add for a reasonably priced Xbox for cyber Monday so I purchased it .. they set up the delivery to be by 3 the next day .. I got an email saying that the truck broke down now it would be tomorrow .. 4 days later still no package. Id also like to name ******** logistics in this complaint as they are their third party delivery service .. *** made countless phone calls to capstone and none of the numbers work or if they did I got someone who knows nothing about their staples side of the business .. I was able to get $53 taken off by Staples the day after the first delivery was scheduled and didnt show now the customer service line doesnt work at all for the last two days and capstone is blatantly lying to me trying to send me an email or call me back when they have more info its absolutely ridiculous that I cant find out any info on my purchase

  

  Business Response

  Date: 12/08/2023

  We understand your concerns and request to not be contacted by Staples. We appreciate your business and the feedback you have provided. We have taken this to heart to address appropriately internally at Staples and hope that this experience will not dissuade you from shopping at Staples in the future.