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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:11/06/2023

      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.
      Kenwood Staples in ********** 3 times made a mistake with the gift card I purchased! I had to comeback 3 times

      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.

    • Initial Complaint

      Date:10/31/2023

      Type:Sales and Advertising 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 02/04/23 I bought an office chair from Staples and a 3 year replacement warranty. The salesman told me that if I had any problems just return the chair and they would exchange it for a exact replacement. In October the arm rest broke and the **** cushions were tearing.I took the chair back and the refused to replace it.

      Business Response

      Date: 11/07/2023

      Staples apologizes for any inconvenience caused to the customer. We have been in contact with ****************** and have made arrangements for a check to be mailed to him.

      Customer Answer

      Date: 11/07/2023

      [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:10/31/2023

      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.
      Actually I have been a Staples reward member for a few years and have been ordered lots of things so far. Details of Staples Member are *******************, ************, ******************** Recently I made a few online orders at Staples.com. But, Staples cancelled all my orders without any specific reasons. One of the orders cancelled is Order # **********. I called Staples and talked with a few agents about my issues and I gave them all the information they needed. But, they repeatedly said that they will not process my online orders, and they did not explain me about the reason. They also said that they have the right to cancel any order and I should drop by any local store. We run a very busy business now, so online shpping for any stationary is desperate to ************. Regarding this, I really want the Staples correct my problem and I could shop at Staples.com soon. Or, at least, Staples advise me any specific reasons which they canceled my orders for so I could explain them to resolve this issue. Thank you.

      Business Response

      Date: 11/03/2023

      Staples apologizes for the inconvenience. After some careful further research, our decision has remained the same. The customer is welcome to shop in-store, but at this time we are unable to fill online orders.

      Customer Answer

      Date: 11/08/2023

      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 recently received a call from Staples' customer service team regarding this claim.
      The person said that I couldn't buy it from an online mall, but if I go to a local Staples store, I would be able to buy and receive the same discount and reward service as the online mall, and told me to visit the nearest Staples store. So, I asked the Staples store if I could get the same discount (50%/30% DC for Printer Toner) as Staples.com. But the store clearly stated that the discount was only available at Staples.com.
      So, I re-ordered printer toner from Staples.com (order # **********), then called Staples.com and asked to apply the current discount promotion (there was 50% or 30% discount coupon on Staples.com at the moment), after a while, Staples.com sent me an e-mail stating that the discount coupon was successfully applied. I was very happy. However, shortly after receiving this e-mail, I again discovered that my order (order # **********) had been canceled again by Staples.com.

      I don't know why Staples.com treats me this way. As I already said, I have been using Staples.com for a long time without any problems. However, for some time now, Staples.com has been 1) repeatedly canceling my orders without any reason, 2) lying to me from their customer service team, and 3) sending e-mails to me compromising that my order was accepted without a problem. Later, I still don't know why they canceled my order again without any reason.

      I run a very busy business, and I use a lot of printer ink or toner every month to print many order forms, etc. every day, but due to Staples' recent incomprehensible behavior, it is posing a huge threat to my business.


      I believe Staples.com should treat all customers fairly and equally. Or at least they should advise the reason why they are treating me with unfair manner like this. 

      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.
       
      Regards,

      Sungeun

       

       

      Business Response

      Date: 11/10/2023

      Staples response remains the same.

    • Initial Complaint

      Date:10/30/2023

      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 10/27/2023 i placed an order to be delivered for McCafe kcups from Staples.On 10/30/2023 a delivery was made from staples, but they sent green mountaint k cups. I did not order those.I chatted with a staples rep, who said they would send the correct ones, but they also said they they wanted the original order returned.I said there was a law, (by the ftc) that you receive something that you did not order, you get to keep it. staples refuse. i sent them the law.Your Rights When You Get Unordered Merchandise By law, companies cant send unordered merchandise to you, then demand payment. That means you never have to pay for things you get but didnt order. You also dont need to return unordered merchandise. Youre legally *********** keep it as a free gift.Sellers can send you merchandise that is clearly marked as a gift, free sample, or the like. And, charitable organizations can send you merchandise and ask for a contribution. It's your right to keep such merchandise as a free gift.Sometimes, you might sign up for a free trial, only to discover that the company starts sending you products every month, and billing you. That might be a scam. Learn about free-trials, auto-renewals, and negative option subscriptions and what to do if you're charged for products you don't want or didn't order.************************************************************************************************************

      Business Response

      Date: 11/02/2023

      We understand the inconvenience you are describing with the incorrect item being received on your Staples.com order. In these situations, Staples is happy to resend the correct item and issue a *** label to receive the item back that was delivered in the shipment. We would appreciate your cooperation with our valid policy in these types of situations.

      Customer Answer

      Date: 11/02/2023

      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.]

      I spoke to a like person at the *** and they advised me that me that it is a law that if a company sends you a product you did not order, you are allowed to keep it as a gift. staples refuses to follow the ftc law, and has been reported to the ftc. there is a case #.

      FAQ

      Regards,

      *****

       

       

      Business Response

      Date: 11/07/2023

      Staples response remains the same.

      Customer Answer

      Date: 11/08/2023

      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.]

      My response remains the same.

      Staples has been reported to the FTC

      FAQ

      Regards,

      *****

       

       

    • Initial Complaint

      Date:10/25/2023

      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.
      Re: ************** Support Case#****** I purchased a computer chair at Staples and in a few months the level under the chair stopped working, I called Staples about the warrenty and they made me wait a month for the part. Yesterday they called me and told it now I have to wait two more months for the part. Why did they offer the warranty if they can't for full it?I will not wait for the part, I demand a new chair.Please email me instead of callling. Thank you

      Business Response

      Date: 11/02/2023

      Staples apologizes for any inconvenience caused to the customer. We are working with the customer to provide parts or a new chair

      Customer Answer

      Date: 11/02/2023

      [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,

      Twyar Zahir

    • Initial Complaint

      Date:10/22/2023

      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.
      Order **********. Printer was found to be defective. Several chat resolutions with Staples failed. I want to return the printer and ink for a full refund.

      Business Response

      Date: 10/25/2023

      Staples apologizes for any inconvenience. We have referred the customer to the manufacture as the item is past our return eligibility.

      Customer Answer

      Date: 10/25/2023

      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. 

       
      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:10/21/2023

      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.
      I dropped off three Amazon return *** Ground packages to the Staples in *********** on October 20, 2023. The man at the counter scanned each of the three *** packages and put them in an open box with other items. He gave me a receipt with all three tracking numbers documenting that I gave the packages to a Staples employee. Currently, there is no tracking on one of the *** packages 1Z6V514Y9039368940. I called and spoke with store manager ***** on October 21, 2023 and told her the package was missing - she stated that it was my problem and offered no assistance. Where is my package? It could have been stolen from a store employee after it was left on the counter in an open box. Staples is responsible from my package and keeping it safe. It is valued at $105.98. Where is my package? I cannot create an inquiry with ***. Amazon created the label and Staple took ownership of my package when it was scanned. Where is it. Staples is responsible for ensuring that all packages are scanned by a *** pickup driver so whee is it?

      Business Response

      Date: 10/24/2023

      Staples apologizes for any inconvenience, we have been in touch with the customer and her package has arrived at its destination. The customer stated this is resolved

      Customer Answer

      Date: 10/24/2023

      [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 accepted the company's response (Staples) because there is now *** tracking which indicates that my package was delivered.  Yet, the issue of consumers transferring *** packages to Staples and the security of those items has not been addressed at the corporate level.  Consumers believe that their packages are secure once scanned at a Staples store, but they are not.  Sometimes the packages are on the counters unsecured and also, when *** picks up the packages Staples does not ensure that ALL packages are scanned before leaving the store.  This process can and does create an issue of missing packages for consumers.

      Regards,
      *********************

    • Initial Complaint

      Date:10/20/2023

      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.
      I dropped off a *** package at staples. I was given a receipt with tracking. There was no drop off or pick up scan after a few days so I went into staples to ask. They assured me *** had the package and just hadn't scanned it. It's been weeks and *** does not have the package. I had to pay 300 dollars for a replacement.

      Business Response

      Date: 10/25/2023

      Staples apologizes for the inconvenience. We have been in touch with the customer, the shipment was found and the customer will pick it up at our store location later today 

    • Initial Complaint

      Date:10/17/2023

      Type:Sales and Advertising 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 10/17/23, I went into Staples on ************ in ************, ** for assistance with an HP printer problem. They provided me with a phone number for HP. I called the phone number (given by Staples) and was almost scammed out of $5000! The "support" had me set up my computer for them to connect and solve the problem. Then they insisted they "accidentally" put money in my bank and I had to pay them back. "Deposit the money into my account and don't talk to anybody."

      Business Response

      Date: 10/20/2023

      Staples apologizes for any inconvenience we may have caused the customer. We are sending the customer a ********************** Gift Card towards ink and/or new printer purchase. We are reminding staff to use our internal phone list.

      Customer Answer

      Date: 10/21/2023

      [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,

      T J

    • Initial Complaint

      Date:10/15/2023

      Type:Product 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.
      To whom this may concern: I emailed your support email address ******************************************* requesting the need to return an Apple Watch that I could not return within the ***** day timeframe due to a physical/health hardship. The watch is not open and am requesting to simply return it. I sent an extensive letter to that email address outlining the details and all your support team did was send me the refund policy and FAQ and feel extremely insulted due to this hardship - a complete lack of empathy! Here are my order details, and am requesting to coordinate with the store manager where no one helped me at the store last week when I asked to speak to a manager. Order Details: 8/18/23 In-store purchase Transaction #: **** Item: Apple Watch Series 8 45MM Purchase Date: 8/18/23

      Business Response

      Date: 10/19/2023

      Staples apologizes to the customer and we were able to assist the customer in getting his refund processed and return completed.

    Staples, Inc. is NOT a BBB Accredited Business.

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