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.

  1660 Soldiers Field Rd Brighton, MA 02135-1108

• 

  Staples, Inc.

  515 Boston Post Rd Port Chester, NY 10573-4734

• 

  Staples, Inc.

  155 Route 22 Springfield, NJ 07081-3109

• 

  Staples, Inc.

  545 Us Highway 46 Totowa, NJ 07512-1735

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:10/09/2023

  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 Monday, 8/28/23 at 5:34 PM I emailed a *** shipping label to Staples ************ ** ************************************************* I have the email from Staples acknowledging this email. The *** tracking number is 1ZX34A790392120664.A few minutes later I walked in with my package, a large box with a number of personal items I was mailing back to myself after a vacation. I handed the box to the Staples shipping lady, and she found my email and printed out the label.And then my package disappeared. *** has no record of it ever going into their system. I bought $400 worth of insurance, but *** rejected my claim because they say they never got it. I was handed a receipt for my package, but its for someone elses package. That tracking number is 1Z6V51599078549362. That went somewhere in ******, **. I think maybe my package was inadvertently sent to Amazon?***** and ******* at the New Hartford Staples have been very nice and helpful, but have not been able to resolve this issue despite many phone calls.I feel that Staples somehow mis-shipped or lost my package before *** got it, so Im out $400 + the $44 I paid ***. Actually I had more than $400 worth of items in there, but have never lost a shipment before. I would like Staples to reimburse me.

  

  Business Response

  Date: 10/19/2023

  Staples has apologized for the inconvenience and advised the customer a corporate check for the insured value has been issued to him.  It will be received within **** business days via *****

  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,
  
  *******************************

• Initial Complaint

  Date:10/06/2023

  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 was told at the time a purchased an Apple iPad that the extended care from Staples was the same or as good as *********** It's nothing like *********** It's nothing more than an Insurance claim. Asurion (the claim facilitator) wants us to mail in the iPad and they will send us a coupon to replace it. There's no way to copy ALL of the data from the old iPad to the new iPad without the old iPad being present. This is nothing like *********** The General Manager (*****) said there was nothing he could do. So, Staples has no control or input with Asurion.

  

  Business Response

  Date: 10/16/2023

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer about her protection plan and the terms and conditions. The customer has mailed in her iPad and a check was issued.

• Initial Complaint

  Date:10/05/2023

  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.

  Hi. Staples. **** I returned the items in your store but didn't get my refund. I was mad by the behaviors of the staff in your local store. They are not helpful and even laughed at me. I have to file this complaint to resolve this issue with you. I went to your local store to return one order which I placed from Instacart on Sep.30th. The order total is $81.5. Just like other platforms, I paid to Instacart and Instacart assigns shoppers to shop for the me. However, here's a thing, shoppers check out with THEIR PERSONAL CARDS! And the card they used to check out in your store is different from the card I used to pay on Instacart! Thats shoppers card on the receipt. Therefore, before I returned the items, I told the staff there that this is an instacart order, please issue the store credit or refund back to my card rather than refunding back to the original payment (shoppers card). The staff said ok but still refunded back to Shoppers personal card rather than me. Then I was told the return was completed, and I should leave. I was shocked by their behaviors becaubu They didn't listen to me at all!!! I returned the items but I didnt get anything. I didnot get the refund or store credit!! I requested to cancel the return but was rejected by the staff. I was annoyed because I already told the staff to issue a store credit or refund back to me before I return. The staff was not helpful and even started to laugh at me. I said I want to talk to your manager, and the staff arrogantly said "that's impossible. If you don't leave, I'll call the cops. " I was shocked again!How can your staff treat the customers in this way?? The store number is 357 and address is ***********************************************************************. I need a $81.5 refund back to me and an apology from your staff!!

  

  Business Response

  Date: 10/11/2023

  Staples apologizes for any inconvenience we may have caused the customer. Customer agreed to accept a ********************** Gift Card.

• Initial Complaint

  Date:09/22/2023

  Type:Billing 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 continues to charge late fees on a closed account. We don't accept these fees and want them to close our account.

  

  Business Response

  Date: 09/25/2023

  Staples apologizes for any inconvenience. We forwarded the concern to Citibank and a refund was issued.

• Initial Complaint

  Date:09/19/2023

  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 paid Staples approximately $38 for 2 days shipping to ship a manuscript on September 28th. This manuscript was for a presentation to a publisher on Friday the 1st of October. The manuscript did not arrive until October 5th and was not available for the presentation. Neither Staples nor *** will refund me either partial or full payment. Not only did they ruin my presentation but they made a profit doing it. I want my money back. Staples case # ********

  

  Business Response

  Date: 09/28/2023

  Staples apologizes for the inconvenience. We are in touch with the customer to help resolve this and we are waiting for further information. Without proof of purchase like a receipt or info to allow us locate this we are unable to move forward. We will assist further as soon as we have the required info 

  Customer Answer

  Date: 10/04/2023

  Staples has consistently refused my request to refund. Now they are contesting the transaction completely. I have spent hours trying to resolve this issue and I'm done with talking. I will respond through small claims court.

   

   

  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,

  Jack

   

   

  

  Business Response

  Date: 10/09/2023

  Staples apologizes for the inconvenience. We located the receipt and the customer can go into the store for the shipping to be refunded.

• Initial Complaint

  Date:09/17/2023

  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.

  I have received $400 in Staples gift cards to make a purchase of an Ipad Pro item number ********. I placed this order online and was cancelled. They told me to call customer service as I had unverifiable information, I call **************** they say we dont know what is missing call us back or place order at store. I call and have customer service order they do and say all information is there you should have no problems 15 min its canceled and call ****************. **************** gives me same answer you have unverified information not sure what it is try the store. I go to the store order again have it shipped to store and my order is cancelled again.Order numbers #**********, #**********, and 9914951052.I would just like to know why my payment cant be accepted, or have my $400 gift cards returned so I can purchase from another store.I will say the **** store was always very nice doing what they could. **************** continued to give me the run around. Also its frustrating that every-time my order is cancelled I have to wait 4 days for the money to be returned to the gift card.

  

  Business Response

  Date: 09/22/2023

  We understand the inconvenience encountered when attempting to order and pay for the purchase with gift cards. We are happy to confirm the order did process and you received the product successfully. We appreciate your feedback and business with Staples. 

  Customer Answer

  Date: 09/22/2023

  [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 appreciate the efforts of the better business bureau.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/13/2023

  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.

  Staples is a drop off store for mailed packages for the ************* postal services and United Parcel Services.On August 18 th 2023 at 8:10 am I had a package boxed, labeled and dropped. It is a return merchandise authorization to a company named ZWO offices located in **********. 10 days later I checked the tracking number to confirm it was delivered.**** had no record of receiving the package. I contacted Staples and they say a search was conducted and no package found. They also contacted *** and no package was found. The **** has no record of receiving the package. Staples states that they have no further responsibility for the package because they are just a drop off. Meanwhile I am out a $3,000.00 camera because no one wants to be responsible for the package.I have copies of the shipping label, the store drop off receipt and the receipt for the packing .It seems to me that Staples has an obligation to insure the package is not stolen before it is picked up.They offered a $100.00 goodwill coupon but I can't accept that Your help here would be greatly appreciated Thanks in advance for anything you can do to help

  

  Business Response

  Date: 09/21/2023

  Staples apologizes for the inconvenience. We have reached out to **** for assistance and are waiting for a response from them. We have been in touch with the customer and will share any future updates **** is providing to us

• Initial Complaint

  Date:09/10/2023

  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 9/8/23 I paid for a book cover to be laminated. on 9/10/23 I attempted to pick up my laminated book cover but it could not be found. I asked for the manager and ***** was the manager that came. He also looked and could not find it. He started to help another customer even though he hadn't resolved my issue. I found this unprofessional and the opposite of customer service. He then said he would just give me a refund for the lamination. I asked what about my item they lost. He looked confused for some reason. I asked for his supervisor, who of course wasn't there. He also stated that he was not the manager of ******************** and that he would have them contact me. I have no idea when this so called manager will call but this item was a gift that I now cannot give. I I want a refund for the lamination $7.91 I want to be reimbursed for the book $35.00 I want to be compensated for the inconvenience

  

  Business Response

  Date: 09/13/2023

  Staples apologizes for any inconvenience. The store has issued a refund for the service and they have located the original cover. We have provided a coupon for the customers next purchase.

• Initial Complaint

  Date:09/08/2023

  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.

  I ordered Bose QuietComfort Earbuds II on aug 30th and package was delivered o sept 1st. upon opening the package, i realized i received wrong product(Amazon 4k fire stick). I contacted the agent on sept 1st itself and agent informed me that he initiated the refund and also asked me not to return the wrong items and instead i can donate it(screenshot attached). I also received a email saying refund is initiated and it correctly stated that i dont need to return the wrong item. As per the direction of the email, i donated the same as i did not need amazon firestick at all.After waiting for 5 days , i contacted customer agent again asking for the status on my refund and a rude agent informed me that the refund was cancel and asked me to return the product. I informed the agent over phone that i did exactly as mentioned in the email from staples which informed me not to return the item and i can donate it. Agent advised me to purchase the firestick elsewhere and return it for refund. I did states the agent that I dont want to put any money from my pocket and i requested if they could please refund my money.This was denied. I would request BBB team to help me get my hard earned money back. I have both the email and agent's screenshot as a proof stating not to return and thus proving that i am not at the fault and I purely did what was informed to me.

  

  Business Response

  Date: 09/14/2023

  Staples apologizes for any inconvenience caused to the customer. We have investigated this issue and based on our findings we are unable to issue a refund

  Customer Answer

  Date: 09/14/2023

  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. 

  Dear staples rep,

  I don't understand what kind of review and investigation was performed even after showing the evidence of the agent chat and email received by staples which clearly mentions to donate the amazon sticks if not needed. I did as per the email and donated it for noble cause and now after 6 days staples is asking me to return the donated item. What kind of inhuman company policy is this and what kind of partial investigation was done on this issue. Any other company seeing their mistake after reviewing the email will always try to correct and provide a better resolution but this kind of response from a company like staples who manages such review and investigation is really sad and disturbing. Staples is asking me to purchase stick and return it but why should I pay extra from my pocket wherein I'm not at fault.

  I hope BBB can really step in and help me to get my refund.
  
  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,

  ****

   

   

  

  Business Response

  Date: 09/19/2023

  Staples apologizes for any inconvenience caused to the customer. We have investigated this issue and based on our findings we are unable to issue a refund. Our decision is final.

  Customer Answer

  Date: 09/19/2023

  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. 

  Hi,

  So staples want me to purchase amazon firestick from my own pocket and return it for the refund which I own just because the business did the mistake? Is that the expectation out of me?
  
  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:08/30/2023

  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.

  Refund of Exchange of my brand new printer (still in box and unopened) purchased in store at Staples in *********. I was told I would only get an exchange or refund if this printer was purchased online. Why do I not have the same benefits if I purchased it in store? I need a complete refund (also of the protection plan I purchased with it) or an exchange for another model printer that I need.

  

  Business Response

  Date: 09/01/2023

  Staples apologizes for the inconvenience we may have caused the customer. Yesterday 08/31/2023 the store reached out and was able to assist the customer in bringing the unopened printer back and having the new one purchased.
  
  Issue is resolved

  Customer Answer

  Date: 09/03/2023

  [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,
  
  *************************