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:08/07/2023

  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.

  I made an in-store purchase in 7/2023 after my original purchase of the same product failed durability issues within my warranty period. At that time the in-store associate informed he was having an issue identifying my rewards account since I had two accounts with same reward number. Staples customer service was notified and merged the accounts into one and my 7/2023 purchase was reflected. Prior to my 7/2023 I had been in contact with Staples multiple times due to I noticed during my warranty claim my original purchase in 6/2022 never showed up on my rewards. This issue appeared due to the multiple account issue identified by the in-store associate. I was told multiple times by Staples customer representatives that they apologized the 6/2022 would be added in 2-3 business days to my rewards account. On 8/7/2023, I spoke to Staples customer service rep supervisor (#****** who in my opinion could've cared less that the multiple Staples accounts with the same rewards number may have been the cause for the 6/2022 purchase not showing up. She told me basically to bad your 6/2022 purchase can't be added now. I selected billing adjustment as desired settlement as that was the closest choice. However, all I want is my 6/2022 purchase added to my rewards account as it shouldve been in 6/2022 if it wasn't for the confusion with my 2 Staples accounts with the same reward number.

  

  Business Response

  Date: 08/10/2023

  Staples apologizes for the inconvenience we may have caused the customer. We have corrected his rewards account, added his purchase, and sent him the earned rewards for his purchase.

  Customer Answer

  Date: 08/12/2023

  [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:08/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed Order No. ********** on 8/31/23. Promised delivery was 8/02/23. There was a delivery delay on 8/02/23 and package was re-scheduled for delivery on 8/03/23. I spoke with **************** and provided a Directory Code Number and requested the driver text or call me at ************ with the delivery. I was assured this information had been delivered to the driver via a Staples communication system. Delivery occurred ~11:40am without any contact made to me. The person who "signed for the delivery" is not known at the apartment complex where I reside. This package was not delivered per the delivery instructions provided.

  

  Business Response

  Date: 08/10/2023

  Staples apologizes for the inconvenience and delayed delivery of the replacement order. As per the customers request a full refund has been issued back to the same method of payment and a courtesy coupon has been issued as a goodwill gesture.

• Initial Complaint

  Date:08/01/2023

  Type:Order 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 a package off at Staples in ******, ** for them to send through threat *** pickup as a return to Amazon. I received a receipt verifying that the package was dropped off with a tracking number. In the system with both *** and Amazon, it show that the package hasnt been dropped off at all and *** has no record of said package being picked up or delivered back to Amazon. Ive been back to Staples to get help and keep receiving the run around and no follow up from management. Needless to say now Im down to one day before this item can no longer be returned and refunded. Im just looking for some push to help me get this squared away and my refund thats owed to me.

  

  Business Response

  Date: 08/02/2023

  Staples apologizes for any inconvenience caused to the customer. ********************** is a *** drop off center, and packages are not scanned by *** until they arrive at the *** facility. The *** label was created by Amazon so they would have to open the claim with *** because it would be on their account. We did reach out to the customer and was advised Amazon has refunded her money for the return.

• Initial Complaint

  Date:07/18/2023

  Type:Billing 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 7/14/23, I placed an order for 3 items, totalling $114.67. One item, $*****, was not available. I placed a second order for 1 item, totalling $*****. There were a total of 4 holds (pending charges) to my bank account (debit ********************************** ***** Yesterday, 7/17/23, 3 charges from Staples cleared my account (showing in completed transactions)1) ***** 2)***** 3)***** As of today, 7/18/23, there are no pending charges to my account from ************************ tried to resolve this through ***************** Rep I spoke to, told me that the pending charges would fall off in 3-5 days even after I explained that they are final and complete charges. Then I was told that what I am likely seeing is the pending charge for the item I didn't get and it will fall off. Unless I have zero clue about math (and I am an accountant), the item I didn't get (*****) doesn't total the 2 items I did receive (***** since they were ***** and **** respectively). Therefore, the explanation that it was a pending transaction foe the item I didn't receive doesn't even make sense. Lastly, I was told to go dispute the charge with my bank. In order to do that, I will have to file fraud charges since it is a completed transaction. I also should not have to do that as the customer. Somewhere along the way, someone in your company made an error. Lastly, I elevated this to the 2nd level and was told the same thing and that there is only one pending charge. I have been with my bank for over 20 years and clearly understand the difference between pending and completed charges. I explained I could provide proof of the double charge even but was given the same uneducated response. I am demanding the return of $***** to my account as a result of the double charge.

  

  Business Response

  Date: 07/19/2023

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and processed the refund.

  Customer Answer

  Date: 07/19/2023

  [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:07/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a lenova laptop from staples with a giftcard for a order total of 650$ and this is my first staples order #********** ordered on : May 29, 2023. First the order was delayed by a week of estimation timeline and the next is when deliverey happened they left it in an open terrace without even knocking the door which has high chances of getting stolen. Now to the main part of the problem, I used this laptop and found lot of slow down and sent the laptop for service to lenova customer care and they found problem in the motherboard hardware and several other hardware components and they replaced those stuffs and sent back to me. This is where the laptop was for the first 15 days within which the return window of the laptop is getting closed by staples. And again after getting my laptop again i had several issues and sent again my laptop to lenova service centre and they again changed something in software which did not solve the problem which i was facing which is that its getting frozen. Then i reached out to staples saying that the laptop that i purchased from here is full of bugs and i need a complete refund in the form of physical check or to my checking account since if its refunded in giftcard, I have to buy it from here which i clearly dont want to for which staples customer care response is like we are already doing a exception to accept your return and dont ask these kind of favors. This is totally absurd where they couldnt even do a quality test and even if they mess that up they dont wanna replace for the customer thats why they keep the return window to 15 days where the other retailers give atleast a month. They sell defective product and when we question them they give reply like they are already doing as if a favor and refuse any action demanded. Very very poor service from their customer support manager. i here by ask for a complete refund for my laptop in a format except giftcard and I dont wanna have any buisness relationship with this Staples

  

  Business Response

  Date: 07/19/2023

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and explained per our return policy, any refund granted will be returned through the original payment method.

  Customer Answer

  Date: 07/19/2023

  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. 

  [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
  

  They customer service don't understand the criticality of my problem and I have explained to them on why i cant accept their proposal since I don't wanna do business with them since they provide highly problematic devices like laptops, not sure if they have problem with vendors and they don't have a good return policy. Hence wanted to get the refund back in different way of payment method other than Staples GC like ****** GC or direct deposit to my checking account. The person who spoke to me did not understand that and was kept on saying the same thing. Hence wanna reject the proposal
  Regards,

  *********

   

   

  

  Business Response

  Date: 07/24/2023

  Staples response stays the same

  Customer Answer

  Date: 07/24/2023

  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. 

  Staples has to provide me a refund in a different form or to replace the product with extended warranty since the product from their vendor are highly defective and they fail to notice it 
  
  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:07/16/2023

  Type:Customer Service 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.

  The worst that I have ever seen. Many want to blame CO-VID, but the truth be told, the service was bad long before the pandemic. Lack of knowledge on the phone and in the stores. No matter what state that we are in, the service has been that same. Terrible. We have always hated ordering from online, but so much bad service, from the retail market has changed my opinion on shopping online and leaving the retailers completely with the service and or lack of service that we got from you stores.My last visit the employees lack any kind of product knowledge and the products as well. My jobs have me in over 37 states without notice and I must go at any time. On a recent visit to location #**** and the nasty rude service was at this store. First walking into the store, I tripped and almost got hurt due to rug was in a bundle. I had packages to send to customers the service at the printing shipping center was terrible. Surly service from the ladies there and no help at all. It was as if they did not want my business. When I asked for the manager to advise him of my experience he acted as he did not care about my rude service. ********************** and *** and the lady in the shipping area does not have customer service skills. They were bad. A few weeks ago, in my travel I purchased an ASUS Viv book ****. The service was so bad that I could not tell them that I was getting very hot all the time and not working due to after 15 minutes of this horrible service, I was ready to leave and I did and went elsewhere. It was bad. On the rug, another customer shout that she had told them about the bungle up rug at the entrance and no had done anything. I never got a change to talk about the bad computer and to explain that I travel at

  

  Business Response

  Date: 07/24/2023

  Staples apologizes for any inconvenience. We have been in contact with the customer and will address his concerns

  Customer Answer

  Date: 08/09/2023

  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. 

  See attached

   

   

  

  Business Response

  Date: 08/15/2023

  Staples apologizes for any inconvenience. We have been in contact with the customer and will address his concerns

• Initial Complaint

  Date:07/14/2023

  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 2 ceiling mounts on 11/30/2022. I needed to return one because I mis-ordered. I started the return process in December 2022. I expected the item to be picked up. I started another return process in April 2023. I would like my credit and this item is still not picked up.

  

  Business Response

  Date: 07/18/2023

  Staples apologizes for the inconvenience. We have issued a full refund and provided instructions to the customer what to do with the item

• Initial Complaint

  Date:07/13/2023

  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.

  July 10, 2023 placed order with Staples #********** for $45.13 a floor mat. July 11th Staples send an email that the order was cancelled. And later the same day I got a fuzzy email saying that the order would be out for delivery on the 12th. I tracked the order and listed is an address I haven't lived at for years. Did Staples give my banking information to an outside source? Because today when I checked my bank account to see if the charges were credited I see that I now have TWO banking charges from two different sources. Isn't this against the law to give someone else my banking information?

  

  Business Response

  Date: 07/21/2023

  Staples apologizes for the inconvenience. We have attempted to reach out to the customer several times by both phone and email. We did not get a response. If you need further help please reach out to your Staples case manager and we will provide further assistance. Thank you

  Customer Answer

  Date: 07/31/2023

  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. 

  Staples did refund the money but I do not know to whom they gave my banking information to.  I ended up having to cancel my debt card and cancel transactions thru the bank, not Staples nor their local representative were of aid.  Who is Staples Direct and why do they have my banking information?
  
  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: 08/08/2023

  Staples apologizes for the inconvenience. We have tried to reach out to the customer by phone and email to discuss this further and were not successful. If you do need additional assistance please reach out to your Staples case owner using the contact information that was provided in your most recent email.

• Initial Complaint

  Date:07/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asurion and H***8343730***8353938H are committing fraud. February 21st of 2021, I purchased the Canon Pixma TR-150 printer from H***8343730***8353938H for $199.99. I also purchased 4-year insurance from Asurion for $49.99. The printer stopped working and I submitted a claim to Asurion on February 14, 2023 (2 years after my purchase). The claim # is 168-826-8256. H***8343730***8353938H and Asurion have a scheme going because when I tried to submit a claim to Asurion they asked for the original receipt. I sent the original receipt that I was given by H***8343730***8353938H when I made my purchase. I noticed is that H***8343730***8353938H printed false information at the top of the receipt. It says Duplicate Copy-Not valid for Refund. This was the only receipt that I was given after making my purchase. They did not include other pertinent info on the receipt that Asurion specifically requested from me such as the following:The Transaction Number- #***-412 The Purchase Date- February 12, 2021 The Store Number- #**** The Sku #********** I received this information after calling H***8343730***8353938H myself. How does a business give their customer a receipt and state that its not the original receipt? How do they leave out important facts about the business transaction? Why was there no information that identifies the store on the receipt? These are all common business practice details that most/all businesses do during a business transaction. But, why not H***8343730***8353938H? The problem is clear: H***8343730***8353938H left out the information so that they wouldnt have to honor the insurance that I purchased from Asurion. I called Asurion a total of 11 times and they just kept saying you dont have the original receipt. Then, Id call ********************** for the information that Asurion requested. They would give it to me and Id call Asurion back. Asurion wouldnt accept the information because it was not on the receipt that I had. So this trick would go in circles for a while until I had had enough. Basically, everyone denied their responsibilities as a business.

  

  Business Response

  Date: 07/07/2023

  Staples apologizes for any inconvenience. We have investigated this with *******, and they have submitted a new claim and will work directly with the customer for resolution on a refund for the product. 

• Initial Complaint

  Date:07/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arrived at Staples store #**** at 4:02 pm on July 3, 2023 as a walk in for TSA pre check enrollment for myself and my 2 sons. I was told I would not be provided service because they dont take walk ins after 4. It does not state that anywhere on the website in fact it specifically listed the hours as open until 5. I asked if anything could be done as I left work early to get there before 5. The attendant said I could wait to see if any people with appointments did not show but there were no guarantees. At 4:30 no one else was in line so she took us back. She did the enrollment for my 2 boys and then said she would not do mine. She rudely said I said I would do 2, not 3. It was 4:40 and she still had 20 minutes and refused me service. Another person then entered and I believe they had an appointment and she quickly took care of them. After they were finished there were still 10 minutes to spare and she refused me service. I asked to speak to the manager and he refused to help me as well. I explained that the website does not say you needed to arrive before 4pm to be provided service and he still refused. I was treated unfairly and denied services by this company. The attendant should not have the right to pick and choose who is offered services and who is not, as I was present in time during operating hours and denied services.

  

  Business Response

  Date: 07/11/2023

  We understand your concern with your experience in our store. We appreciate your feedback and have taken it to heart to address internally. We hope that you will remain a Staples customer in the future.