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:11/21/2023

  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 have a disability I keep applying to their store locations for a job and they wont call me Or hire me this is not fair they leave me open

  

  Business Response

  Date: 12/05/2023

  Staples apologizes for the inconvenience. This is still a work in progress and we will stay in contact and update the customer as soon as we can

• Initial Complaint

  Date:11/21/2023

  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 placed an order to be delivered. Did not show up on the delivery date. Called customer service and said the order was fixed and would be here in three days. No delivery called and spoke with a supervisor. She said my address was not appearing on the label correctly and said it was fixed order would be here in three days. No delivery. Called back and spoke with a customer service lady again got nowhere, and asked to speak with the supervisor. She said she canceled the order and placed a new one. I then got both orders and my account was charged for both. Called and said I wanted to return both orders and get my money back. I was told to leave it on the porch and someone would be by to pick it up. after waiting 5 days for the money to be returned I called and spoke with a supervisor and was told the return of my money had not been started. She said she fixed it. Got $49.12 back. Called and spoke with another supervisor and was told it would take 30 business days waited for no deposit, and called back another 5 business days. It has been over 40 business days and I still do not have my refund.

  Customer Answer

  Date: 12/02/2023

  [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:11/21/2023

  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.

  ******************************* and ************************************* blocked my email address on several occasions after I had reported being overcharged by Staples. I would be glad to provide screenshots of these blocks if requested. I herewith upload a photograph of Staples' chair mat's display rack's price, to which I pointed as I requested a Staples clerk transport to Staples' cash register, and a photograph of Staples' overcharge, printed from Staples' cash register. After realizing I did not have my reading glasses and before signing my credit card's payment, I requested he confirm the correct discount had been applied to the price to which I had pointed. After arriving home I discovered and photographed the documented overcharge. I seek Staples' refund of its overcharge.

  

  Business Response

  Date: 11/27/2023

  Staples apologizes for any inconvenience. We have made multiple attempts to contact the customer. We will work with the customer to resolve this once we speak to them.

  Customer Answer

  Date: 11/29/2023

  Dear Better Business Bureau:

  I have reviewed the response submitted by Staples and have determined that Staples' response does not resolve Staples' overcharging me, as documented the day I filed my complaint # ********. Attached are two of many of Staples' rejections of my emailed messages by both ************************************* and ******************************** Please advise if you want more of the same from many different days.

  Despite my having requested on multiple occasions Staples stop blocking my emailed messages, Staples is incapable of receiving documents it nonsensically requested after I had already provided them to you. Evidently Staples has either failed to view or has refused to view these photographs, which you have and which unequivocally prove my claim of Staples' overcharging me.

  Would you ask Staples to provide me with a functioning email address, which will not reject my messages to Staples, and ask why more proof of Staples' overcharging me is warranted?

  Sincerely,
  ***************************

   

  

  Business Response

  Date: 12/07/2023

  Staples apologizes for any inconvenience. We have attempted to contact the customer, we do not receive any error messages when sending emails. The customer can call us at the number provided in my first email to him

  Customer Answer

  Date: 12/08/2023

  Dear Better Business Bureau:

  I have reviewed the response submitted by Staples, Inc. and have determined that Staplesresponse is yet another attempt by Staples to avoid refunding me its overcharge, detailed in complaint # ********.

  Staples reply, we do not receive any error messages when sending emails proves Staples ignorance of how email works and Staples feckless attempt to avoid responsibility for its fraud as blocking an email address is unidirectional and as common knowledge and analogous to slamming ones front door in the face of a bill collector.

  Moreover, Staples has failed to provide an alternate email address I may use to contact Staples as it continues to block my emails to both ************************************* and *******************************.
  

  Sincerely,
  ***************************

• Initial Complaint

  Date:11/20/2023

  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 purchased a laptop, protection plan from Asurian and ********* software package in august 2021. This year, the computer failed and had to be mailed to Asurian. i was *********** cannot be fixed and I would be issued credit. I was sent an email from Hyperwallet and told to activate an e-gift card by a certain date or it would expire. I clicked on it; only to find out that I had the option to get a check for my money back from Asurian. But, once activated, neither Asurian or hyperwallet could help. It is now in staples hands. i do not need 500 worth of office equipment. I purchased another computer when I had to send my back to be fixed, since it is my livlihood. Staples REFUSES to give me my money back and is forcing me to now purchase merchandise. This is WRONG.

  

  Business Response

  Date: 11/27/2023

  Staples apologizes for any inconvenience. We have been in contact with the customer. We have cancelled the card and issued her a check.

• Initial Complaint

  Date:11/20/2023

  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 dropped off three Amazon return *** Ground packages to Staples in *********** on NOVEMBER 19 2023. The Woman at the counter scanned both my [packages AZIDYKq6XD1RRMA AND 1ZR7X0859015091630 *** packages SHe gave me a receipt with a different my customer number ********* The woman said she quit walked out of the store and followed me shouting profanity the package has not been sent to AMAZON. I have not received a refund the packages had not been sent

  

  Business Response

  Date: 12/05/2023

  We are sorry for the delay in responding to our customers concerns.
  
  The reason for the delay was due to the following:
  On Monday, Nov. 27 we identified at Staples, Inc. a cybersecurity risk. We took proactive steps in an effort to mitigate the impact and protect customer data. Our prompt efforts caused temporary disruption to backend processing for our websites and delivering capabilities, as well as to our communications channels and customer service lines. We apologize for the inconvenience. Rest assured all of our systems are in the process of being restored. We expect to return to full functionality in short order. Staples stores are open and operating normally.
  
  We do anticipate having our systems up and running soon.  Once we are up and operational a team member from our Office of the President will be reaching out to the customers you to attempt to get the issues resolved.
  
  We appreciate your patience.

• Initial Complaint

  Date:11/18/2023

  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 currently work 2 jobs and I got off work today and take whatever time I have allotted to run errands. On/about Saturday November 18, 2023 I made my way to Staples to pick up my Amazon packages at the locker. I thought it was odd that they had the gates already closed except a small area that one or perhaps two people could fit through. When I got out the car it was 5:58 PM EST. I googled the store and saw there hours were until 6:00 PM EST. I motioned to the employee and he shook his head no. He let a family out and I told him that I was here at 5:58 and I just needed to get my items out of the Amazon locker. The Manager on duty told him I could not so I said specifically I wanted the District Managers number and for the store manager to bring it to me. The manager brought out a generic customer service number, gave me no name for the DM and told me they shut everything down at 5:59. That was a lie, they had already began closing the store prior because the gates were closed and he had taken the cash bag back right before he brought the Staples customer service number out. The manager's name was ***. He was so disrespectful and dishonest. I know company policy is that stores must remain open the entire scheduled time to patrons unless given express consent to deviate from that protocol. Due to ***'s unwillingness to follow the very policy he agreed to upon employment, I run the risk of Amazon returning my packages tomorrow because I have other pressing obligations. As I stated I work 2 jobs and I try to be cognizant of others time, the 2 mins that I had until the Staples location closed was exactly the time that it takes if not less to retrieve an item from the locker. I am asking that *** be reprimanded and I want a distinct manager to reach out to me personally. I am so frustrated as I frequent this staples all the time and the fact that *** could be so disrespectful representing Staples is appalling!

  

  Business Response

  Date: 11/23/2023

  Staples apologizes to the customer for the experience. The district manager and the general manager are reaching out to the customer to provide an apology.

• Initial Complaint

  Date:11/15/2023

  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 purchased an office chair (LA Z BOY ************************ and bought the 3-year Furniture Warranty offered at the time of purchase, 8/9/2023. On 11/11/2023 I filed a service request (S.R.#**********) because the chair which should hold up to 400 lbs. during a normal work week, is now, "sinking" when I sit on it. The warranty is for repair/replacement of mechanical/moving parts. Well, the Gas Lift with telescoping cover, is a mechanical/moving part, yet the service department (Asurion) denied my claim via an email stating "We reviewed your LA-Z-BOY CHAIR claim. The product in your claim is not covered by your plan. As a result, we're unable to approve your claim." Why would a company (Staples) sell a warranty for a product they sell, yet refuse to honor it? I am highly disappointed to know that a reputable store such as Staples, is practicing dishonesty. I am wanting to get back the money spent on the useless warranty because the manufacturer of the LA-Z-BOY chairs have a 10-year guarantee. The greed of some companies is astonishing. The 3-year warranty I paid for, to provide services that Staples sells with its products, should be refunded, due to false advertising. I hope that the Better Business Bureau can effect some change in the way these businesses treat their customers!

  

  Business Response

  Date: 12/05/2023

  We are sorry for the delay in responding to our customers concerns.
  
  The reason for the delay was due to the following:
  On Monday, Nov. 27 we identified at Staples, Inc. a cybersecurity risk. We took proactive steps in an effort to mitigate the impact and protect customer data. Our prompt efforts caused temporary disruption to backend processing for our websites and delivering capabilities, as well as to our communications channels and customer service lines. We apologize for the inconvenience. Rest assured all of our systems are in the process of being restored. We expect to return to full functionality in short order. Staples stores are open and operating normally.
  
  We do anticipate having our systems up and running soon.  Once we are up and operational a team member from our Office of the President will be reaching out to the customers you to attempt to get the issues resolved.
  
  We appreciate your patience.

• Initial Complaint

  Date:11/08/2023

  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.

  End of October 2023 I went to Staples to purchase a new computer as mine was no longer working. I was sold an ***** core laptop and requested that the salesman, ************************* transfer everything to my new computer. **** said if everything is not transferrable what is most important. I mentioned my email contacts would be the most important. Though my email was twc.com (which is now Spectrum) I was not using spectrum email but Outlook. Neither of these requests were done but I did not know it until I had returned home. **** was not in the store that day. I will need to have someone correct this and after I read the complaints against Staples on line about their service on computers; I hesitate to bring it back to them. A family friend has tried to help me and my computer is still not functioning as it would if they had transferred the info as requested.I would like a refund so I can pay a computer geek to fix the mess they made.I came to Staples hoping they could repair my computer or purchase a new one. I requested a complete transfer of information . **** asked if there is not enough room what was my preference. I said: "My contact info on emails". For some reason he changed my email to Spectrum when it was on Outlook. I am a senior and must hire someone to correct the mess they made My comp As I was leaving he mentioned if they cannot transfer everything, what is the one thing to be transferred. My answer was the contacts. I had Outlook as my email provider and they signed me onto Spectrum (my email was ************** as time warner cable became Spectrum but I never had anything but an Outlook account. As a senior it is difficult enough to keep up with all the changes but I trusted Staples to be a reputable companu

  

  Business Response

  Date: 11/16/2023

  We understand the concerns with the ** data transfer. As we discussed, our store is happy to resolve this to ensure your ** has up to date ********* Office software. We appreciate your feedback and business with Staples.

• Initial Complaint

  Date:11/07/2023

  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 placed an order online with Staples for a computer that was suppose to be delivered by a certain date. I contacted Staples twice regarding the shipping status that shows this computer that has already been paid for has not even shipped. I have been told now by 2 different people that this order was still on hold and hadnt been released for shipping and both also then stated that they have released the hold. Shipment is still not updating and is still showing the computer hasnt shipped. I cannot get anyone to tell me the truth why after payment has been issued why this computer has not shipped or even released for shipment.

  

  Business Response

  Date: 11/07/2023

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and have verified the order is processing correctly.

• Initial Complaint

  Date:11/06/2023

  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.

  Kenwood Staples store mishandled my transaction wrong Sunday 11-5-23

  

  Business Response

  Date: 11/07/2023

  Staples apologizes for any inconvenience. The customer's gift card was activated by the store.
  The customer was given a ********************** gift card as a good will gesture.