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:08/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07-03-2021 we purchased a Sealy Posturepedic Office Chair at the ****************, ******* location. Chair was new and offered a 5 year manufacturer warranty of which 3 years was upholstery specifically. Interesting to note that the original chair did not work and we went back and they provided the store model as they had no more in stock. All appeared well, and believe that Manager might have kept receipt when we returned as to prove purchase. Approximately ***** days ago we noted that both arms made of leather were tearing and flaking but rest of chair is perfect. We reached out to manufacturer whom said they license name and have to deal with store. Store said they no longer have product and must deal with Staples Corporate. Staples then provides run around including going back to store for warranty claim. What is clear is that they cannot track the purchase as we did not agree to their Rewards Program nor ordered Online. We have tried to provide date of purchase, proof of payment for our portion via credit card statement. We even had used a partial store credit that they should be able to track as needed. Nope . We have the warranty card, original booklet from manufacturer as well as model number and sku. Nope ! Interesting that we purchased an item in good faith from retailer with valid warranty and more than reasonable proof of purchase for tracing and they simply wash hands. We were not demanding refund just repair or replacement arms specifically. Who do you trust and go to when each person points at someone else on an item you sold and offered with warranty ???

  

  Business Response

  Date: 09/01/2023

  Staples apologizes for the difficulty the customer has had. We have explained our retails payment systems only keep receipt details for 2 years from the current date so we are unable to provide a receipt to confirm this purchase.
  
  As a one time courtesy Staples Store in ************** offered to return the current chair for a similar chair at the last sale price in the previous 30 days. The refund was issued to a Staples gift card so the customer can use this to replace the chair at his convenience.

  Customer Answer

  Date: 09/01/2023

  [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:08/25/2023

  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.

  Location order to have been picked up:Staples - store 084 **************************************************** V5C 3Y6 order # ******** Order Date; October 14, 2022 I am writing you in regards to order # ********. Additional details can be found below and also as an attachment. This order was made in October 2022 and was never picked up by me or any alternative contact.I called the store on the same day I received notification from point of sale system - AS400 that order was partially ready for pick up( see attachment). Before calling the store, I clicked the retun order button and received a notification that a *** labeled would be emailed. However because I later spoke to the store representative and also did not pick the item up I decided not to go the *** route.I spoke with an store employee and I informed the employee that I would like to cancel this order, as I had already made the order from another store. The employee promised that the order would be cancelled.Surprisingly, I logged in to check my ******* account today - August 12, 2022, only to realize that this purchase is still active on my account.I have emailed and visted the Staples store at lougheed highway and they ask me to report it to their online department. I reported it to their online department who told me that the store said it was picked up.The item was never picked up by me and I assume this could be an internal theft or bad stock management.The item was paid for using ******* which is a buy now pay later card. I spoke to their customer service and was told that only the store can reverse this charge which means i am being left to pay for an item i didnt receive.P.S- if this report is not for your office can you forward it to your ******** office as this is Staples - ****** Inc.Best regards,Kariffe ************

  

  Business Response

  Date: 08/29/2023

  Staples apologizes for the inconvenience. We have shared this with our ******** team and they will contact and assist this customer

  Customer Answer

  Date: 08/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ************************

• Initial Complaint

  Date:08/21/2023

  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 been a staples rewards member for years and have been using the same email address and phone number for at least the last 6 years, yet today when I go login to their website to see the rewards balance that I should have from both purchase and ink recycling the site says that I am not a member. I have called & chatted several times with agents today and have gotten nowhere. From the agents simply not listening to me see the image attached, to providing me steps repeatedly that I inform them that do not work to mentioning that there are sub accounts??!! I have now lost a lot of funds that should be in my rewards account to redeem for school supplies. Staples needs to make this right, fix my issue and provide a credit amount

  

  Business Response

  Date: 08/23/2023

  Staples apologizes to the customer. We have reached out and provided the correct reward number to be used going forward and assisted with a payout of missing coupons on his main number. The rewards payout will be visible on the customer end within one business day

• Initial Complaint

  Date:08/19/2023

  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 purchased two chairs online order ********** but only need one. I tried less than 2 hours after purchasing and wasn't able to get any resolution. I went to the Store the next day. They gave me a number and the woman said maybe she can cancel it maybe she can't. She suggested I can take /drag the 200 lbs chair to the store if I don't want it (I'm almost 60 and can't lift that). Most businesses give ******************************* cancellations on purchases. This was a very inconvenient transaction and theft of my time and money.

  

  Business Response

  Date: 08/24/2023

  Staples apologizes for the inconvenience we may have caused the customer. We have canceled the cust order and she will not be billed.

• Initial Complaint

  Date:08/18/2023

  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 was a customer at ********************** in ******* yesterday. I was buying over 40 items for a school supply. The sales person scan everything wrong and had to scan everything second time because some of the items werent scanned correctly. Also, one item was without the price tag and sales person asked me to grab it from the store so she can scan it. When I said it is usually not the case in other stores where the sales person not the customer gets the item from the shelf if it is missing the price tag. The sales person cut me off and said she didnt want to hear any comparisons. She immediately left me at the register in the middle of transaction and went to get her boss. I had to wait not only for her to scan my items twice but I had to wait for the manager to show up. The manager gave me the same attitude and argued that the customer needs to get the item from the shelf not the sales person. That is absolutely awful and absurd customer service. I want my full refund $250

  

  Business Response

  Date: 08/21/2023

  Staples apologizes for any inconvenience caused to the customer. We have been in touch with the customer and offered a goodwill gesture in the form of a coupon and the customer declined

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********************************************************************************************** Thursday, August 17th, 2023 ***************************, Chief Executive Officer STAPLES, INC.500 Staples Drive **********, ************* 01702-4478 Direct: ********************* Main: ************** & Fax ************** Regarding: I ************************** From ***, From Your Office Of The President **** ***************************:good morning or good afternoon to You!how is your day today in sunny **********, ************* and/or wherever else You are in the World?my day could be going much better, thank you, except due to the Fact that I called up the Office Of ******************* Number to speak directly to ************************* and instead received ******************** coming from a *** who purposely and deliberately Refused To Let Me Speak With ************************* regarding my $5.00 Rewards That I Earned Which Is My Money Which This Idiot Refused To Send It To Me In The ***m Of An Expired Gift Card Since I Am Out Of The Country *** 1-2 Years Promoting Tourism and Got Treated Like S*** Instead!Who Hired This A****** Anyway Is The Question?This person Cancelled Out My Request To Speak With ************************* and Basically Told Me Too Bad!He Also Refused To Let Her Know That I Called Either!I Never Received Such *************************** *** Just $5.00 Dollars!If I am Not Going To ************************* Then I Will Publish Negative, Public Reviews On To The ********************** Websites About This *** From Office Of The President *** Everybody To See Which Will Go On To:Google ********************* Instagram Sitejabber RipOffReport.com and The Better Business Bureau I will Not tolerate any abuse from anybody, including this *** from Office Of The President!enclosed, below, please find the email regarding my $5.00 that I have earned in Staples Rewards for your reference and further review. Thank you.

  if You would like to contact Me back directly in order to discuss my letter of Very Serious Complaint in further detail, then please call me at:  Voice/Messages/Text:  ***********.
  
  you may also email Me back at:  ************************** or ***************************.
  
  i am more than looking forward to hearing back from You with a Positive Response some time in the very near future.
  
  thank you.
  
  sincerely yours,
  

  ****** *******************
  angry and upset loyal, Staples, Inc. Customer
  
  /HPS
  enclosure:  please see below for a copy of the email regarding mhy $5.00 staples rewards for your reference and further review.  thank you.
  
  

  

  Business Response

  Date: 08/18/2023

  Staples apologizes for the inconvenience. The interaction is being investigated and will be handled internally

  

  Business Response

  Date: 08/18/2023

  Staples apologizes for the inconvenience. The interaction is being investigated and will be handled internally

• Initial Complaint

  Date:08/16/2023

  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.

  I have a mailbox with Staples through their ipostal mail system. I been waiting a month for a package to be delivered internationally from *****. I was just informed by Staples that they made a recent change that I cannot receive packages outside of the country any longer but I wad never notified of this change and a package that I was notified by the shipping company saying my package was delivered on 08/12 was sent back to sender and Staples never notified me of this and never called about their changes

  

  Business Response

  Date: 08/23/2023

  Staples apologizes for any inconvenience. We are unable to accept packages from international addresses.

• Initial Complaint

  Date:08/15/2023

  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 Wednesday, August 9, 2023 at 5:59pm I placed an order for an Epson printer #********** for store pick up totaling $196.09. Within *************************************************************************************************** store. I then placed a new order ********** for the same printer in a different color for store pick up because the Staples website stated that they had 2 in stock. I even called the store to confirm. The next day Thursday, August 10 at 9:09am, I received a phone call/voicemail stating that because my item wasnt in stock in the store that they would be delivering the printer to my home for no additional cost and they insisted that the printer would be delivered by Friday, August 11 by 5pm. On Friday morning i checked the order status and noticed that my order had not updated and the item still hadnt been shipped. I called Staples customer service and spoke to ****. He said that the item would be delivered by 5pm and if not to call back. By 5:30pm my item still wasnt delivered so I called customer service again. **** apologized and informed me that my order was removed from the system for some reason and that she would create a new order for delivery ********** and give me an additional $10 off for a new total of $185.49. She also stated that I had an order ready for pick up at the store. I asked her which order because all of my orders were canceled by Staples. She didnt know the answer but asked if I wanted to pick up the store order. I told her no because I had no intention of driving to the store and paying full price for the printer. **** insisted that my order would be delivered by 5pm on Tuesday, August 15. At 5pm on Tuesday I called customer service and was informed that my order was again canceled by the store. The agent then gave me the run around and when I asked to speak to a supervisor, she eventually hung up the phone. I called customer service again and spoke to ***. After putting me on hold for ************************************** to a supervisor. I currently have 3 charges on my credit card. I finally spoke to a supervisor named *****. She apologized and informed me that i could pick up a printer at my local Staples. After being given the run around and dealing with this mess for a week, I should be compensated more by Staples. They also need to retrain their customer service *********** because I was yelled at, ignored, lied to, and hung up on.

  

  Business Response

  Date: 08/16/2023

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and she was able to purchase the printer for store pick up.

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon,I purchased a laptop from Staples on 9/11/21, as well as a two-year extended warranty for any needed repairs during that period (receipt of purchase and extended warranty, attached). Total paid $762.10. The company Staples is using for extended warranty is Asurion Protection Plan. My computer is overheating and the volume is very low. I filed a claim with ******* and they were supposed to have sent me a shipping label so that I could ship my laptop to them. Today is August 15th, and I still have not received my label. I made countless calls to their customer service only to be promised to receive the shipping label, but I never did. I have also emailed Asurion customer service without a resolution. I went to speak to the manager of the Staples store where I purchased my laptop and extended warranty asking her to help me address the issue. I did not receive a resolution either. My claim number with Asurion is **********. Store address where the purchase was made is Staples, ************************************************************** this point I have run out of options and decided to contact BBB in hopes that you can help me. Thank you in advance.

  

  Business Response

  Date: 08/24/2023

  We appreciate your patience with this concern and thank you for shopping at
  Staples. We reached out to Asurion to facilitate this claim, they advised they
  sent a box kit to ship the product in for service

  Customer Answer

  Date: 08/24/2023

  [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 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:08/10/2023

  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 placed an online order on 8/10/23 for a $200 Target gift card. The order number is **********. I received an initial email at 11:50 am saying that my order was being processed. I received a second email at 12:08 pm, which said the order was canceled because Staples required additional information and to call their support number at ************. I called and spoke to a frontline customer support representative, who transferred me to an operations specialist. After answering the operations specialist's questions about the transaction and confirming my card information, I was put on hold for several minutes, after which I was told that the transaction could not proceed because "the system" could not verify my information. Furthermore, I was told that future online transactions would also be canceled and that my only option was to transact in person at a Staples location. I was not given a reason and was told there was no way to escalate my case further.

  

  Business Response

  Date: 08/11/2023

  Staples apologizes for the inconvenience. We were unable to verify all necessary pieces of information through our automated system. We successfully placed a manual order for the customer  

  Customer Answer

  Date: 08/11/2023

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