Complaints

This profile includes complaints for Staples, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Staples, Inc.

  500 Staples Dr Framingham, MA 01702-4478

• 

  Staples, Inc.

  275 Washington St Attleboro, MA 02703-5517

• 

  Staples, Inc.

  335 Washington St Woburn, MA 01801-2115

• 

  Staples, Inc.

  551 N Main St Providence, RI 02904-5722

• 

  Staples, Inc.

  465 Tuckahoe Rd Yonkers, NY 10710-5707

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2023

  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.

  June 6, 2023 - Staples has always been my go to store over **************************** ** for all school, personal and business supplies, in addition to using their printing, faxing, copying, marketing services and computers. Recently, the *************** Staples location on Staten Island closed and all customers were diverted to the Staples on ********** in Staten Island. The employees in the Printing, Copying and ******************** (*****, E-**** ****)- the busiest department in the entire store, work very hard and are definitely the most efficient in their capacities. My complaints are that this department is too small and is consumed with an enormous amount of handling *** and **** returns, which takes away from assisting customers in *********************** and also the unsanitary condition of the printing/copying section. I recently, June 5th, was in the store in that department and the condition was appalling. Staples is a great store, but they definitely need more space in the printing/marketing department, more employees and a cleaning team.

  

  Business Response

  Date: 06/07/2023

  Staples apologizes for the inconvenience. We have reached out to the customer to discuss this and feedback has been shared for review on what we might be able to do to expand and change this section. Positive feedback for recognition has been shared as well.

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a drone from **** for $775.It was faulty, so I returned it.**** requested I drop it off at **** at Staples (in this case, Staples, Dayville, **.)The **** tracking number (**********************) shows it never left Staples - I even had the Postmaster General of ** call me to explain this (her number ************)Staples just categorically told me, on a recorded line so you can hear the conversation, that they could not nothing for me - they blamed ****! Here is an email they sent as well - happy to forward:Hello,I apologize, a claim would have to be opened with ****, by the person/company that created this label.We are unable to file a claim as we did not create the label. Sincerely,******************* Customer Relations Specialist ********************** of the President ************************************* T: *********************** I just want this resolved so I get my money back - $824.21 I have included **** saying it is not their responsibility, the purchase of the item, as well as the refusal of responsibility by Staples, and a locations map to prove I was at their store the day I dropped off the package.

  

  Business Response

  Date: 06/07/2023

  Staples apologizes for any inconvenience. Our decision remains the same, the customer will have to file a claim with *****

• Initial Complaint

  Date:06/01/2023

  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.

  I went to staples to get copies made. i handed the girl my papers and she made the copies for me. she charged me $ **** I felt that was a little pricey, but I know i didn't ask her a price and maybe I should have. To my amazement when I looked at the receipt I saw an EXPRESS GUARANTEE charged of $1.86 I went to the manager and asked him what this charge was. He told me that was a charge for the girl helping me right away. I thought my head was going to explode trying to understand this concept. A customer walks up to the counter and gets service and you charge an additional fee for this to be done right away ! I understand a company can charge what ever they want, I even welcome that I love free enterprise in *******, but what reasonable person would expect that ! I feel I was deceived because the employee never offered or explained any options to me. I mean what reasonable person would even think this is an option ? I called the *************************************** there are signs up and I should have read the sign. Why would a person even look for a sign like that !! I hope ** Donalds or CVS doesn't start charging people this fee ! I don't really know what to say except I feel I was cheated and they are cheating the public. If you are going too charge this additional ridiculous fee the person working the counter should ask you what service you want. I did not ask for this service yet I was charged for it and that is wrong. i was at Staples June 1 2023. Transaction ***** Cashier *******

  

  Business Response

  Date: 06/08/2023

  Staples has apologized to the customer for this inconvenience and explained that Staples offers the *************** for our customers that need their order completed earlier than the due date. The express fee option allows the store to put the customers order at the head of the que.
  
  A $10.00 egift card has been issued as a goodwill gesture that can be used on any retail purchase or on a delivery order on Staples.com. Assured him that we will ensure our customers are aware of the options available for an additional charge prior to the order being completed.

• Initial Complaint

  Date:05/31/2023

  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.

  On May 16, 2023 I initiated an attempt to return a product (office chair) that was purchased at Staples. I was sent an email, with clear step-by-step instructions on how to complete the return and receive my refund.Upon readying the package for return shipment, Staples stated that my item would be picked up "as early as tomorrow" (May 17) and "within 5 business days." I put the item outside for pick up on May 17, then on May 18, then on May 21, then on May 22, and finally on May 23. It was never picked up. Please note, I was required to move this large & heavy box outside my house and back inside each of these 5 days!On May 24 I contacted Staples, via online chat, to inform them that my rerurn item was not picked up as promised. The associate on the online chat was not helpful in any manner, and was incapable of solving my problem. I wrote a scathing review at the end of the online chat.On May 26 I received an email from a "Customer Satisfaction Specialist" at **********************, in response to my negative experience on May 24. I was asked if the issue had been resolved. I responded that it had not. I was eventually promised that my return item would be picked up on Tuesday, May 30. Once again I moved this large & heavy box to the outside of my house ... and once again nobody came to pick it up!Staples seems to care so very little about their customers. Nobody has shown any true interest, or ability, to solve this problem. I am so unhappy with the lack of customer service from ********************** (and I have had other issues with Staples over the many years I have been a customer). This latest debacle was the last straw.

  

  Business Response

  Date: 06/05/2023

  Staples apologizes for any inconvenience. We have sent *** to pick up the item and the refund has been issued.

• Initial Complaint

  Date:05/30/2023

  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 got to Staples at 1:40 on 5/22 to ship *** boxes & that receipt is my timestamp for our arrival. My husband brought in a defective monitor. We asked an employee (uniformed) if we could speak with the manager; she said he was on break. When he arrived (out of uniform), we discussed the monitor. The prior employee interrupted *** *** held up my hand & said, "We've got this, thanks." The manager called this "the most disrespectful thing [he'd] ever seen" and started walking down to the basement of the store. (We'd gone there the prior day & the manager on duty (***) told us to come Monday for the manager.) The manager said he'd heard I was "disrespectful" to the *** who worked with *** which wasn't true & my husband stated so. I said we'd spent many $1,000's there over the last decade for the school we ran & hoped to be treated like loyal customers. The manager said, "You are so entitled; I'm done" & exited to the basement. The unformed employee walked close to me, saying, "You're lucky I'm in uniform or I'd beat the 'shit' out of you." An uninformed woman stepped in between us & yelled at me that I'd "better leave the store now." Because the mgr. wore no uniform & the uniformed employee behind her had no reaction, I assumed this was a security guard or friend. I told her I would be taking a ****** ***** grabbed my cell from me with terrific force, which twisted the upper half of my body. My lower back immediately started hurting. I told her she couldn't keep my phone ***** put it in her pocket. She swiftly left the store. My husband followed at a distance to see her car's license plate #. She sped at him in her car at full ********** jumped out of the way. The uniformed employee said she was calling 911 because I was a problem customer, but it became clear she'd only called her manager downstairs; I called ******* was 2:10. 10 min. later, the police hadn't arrived *** was scared the woman would return with a gun. We went to the *************; I went to the ***

  

  Business Response

  Date: 05/31/2023

  Staples apologizes for the inconvenience we may have caused the customer. As stated by the customer, the altercation was between her and another customer. The customer filed a police report against the customer she had the altercation with. ********************** de-escalated the situation by calling the police, filing an incident report and documenting the situation. They addressed it with the store associates accordingly. The customer was compensated for the monitor she was returning as a gesture of goodwill. It is important to clarify that the responsibility for the actions of individuals within our store lies with the individuals themselves. We cannot assume liability for the actions of others, including damages caused during altercations between customers. Our primary focus is to provide a safe and welcoming environment for all customers, and we take measures to prevent such incidents from occurring.

  Customer Answer

  Date: 05/31/2023

  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' response was and is not satisfactory, at least in part because the manager modeled unwarranted, loud, aggressive behavior that ignored the immediate needs of this customer, which was then followed by unwarranted, loud, aggressive behavior that ignored this customer's immediate needs by the person he left in charge in turn mimicked by other employees and, even, another customer (all of which can be seen/heard of videos that ******* from Staples' Office of the President said she would keep until the police investigation ended). The manager's ***** exit and absence from the sales floor during this period made for escalation with an employee he already encouraged aggressive behavior from. All this made for a potentially explosive situation. None of this likely would have followed behavior that accorded with the deescalation training and crisis protocols the Office of the President claims were in place at this location. A store employee literally literally watched an ignored crimes (theft and assault) that happened three inches in front of her by a woman she appeared to be familiar with; then this employee yelled at me after the theft and assault. There were no deescalation techniques or protocols in place during any of this. I called the police and am unaware that the store did. I would like to know the time that 911 ****** I called the police and whether or not the store itself called the police; I think it's possible that the police came because I called them. The store completed a report, according to the last respondent, without any input from me, even though they knew my name and had my contact information (email and phone number). I was not reimbursed for the monitor; I was offered a gift certificate of $100 as a gesture of good will. That doesn't compensate me for any of 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.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 06/02/2023

  Staples apologizes for any inconvenience, but our position remains the same.

  Customer Answer

  Date: 06/05/2023

  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. 

  My position remains the same as in the last email. Staples has not responded to an of the specifics of my complaint. My question to the BBB is what they can do about this situation. Don't businesses have some kind of legal obligation to create an atmosphere that fosters safety in their stores? I would very much like a phone call from a BBB representative; is that possible. I want to understand this process better in order to do better at helping future customers.

  Thank you, *********************************** **************

  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:05/28/2023

  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.

  Today May 28th, I am an new hire for Staples in ******** **, the Manager ****, who was ob shift with me and a few other employees not only rudely in front of customers complained about me using the restrooms, I have a weak bladder so because of her I had an accident. Which I had to hide because the manager wouldn't let me leave to clean myself up without being reprimanded. Also at 6pm today I was supposed to clock out and be aloud to leave. She wouldn't let me. She said " you work up front you have to wait till we completely close" which is false you do not need 4 employees to close. Just her and one other employee. Because of this I missed my emergency back appointment I suffer from a back disorder and my mother who was waiting for me in the car had an accident. She has been very rude and she dose whatever she wants because she a manager even if it goes against company policy.

  

  Business Response

  Date: 06/01/2023

  Staples apologizes for the inconvenience. We have been in touch with the customer and we have investigated this and addressed based on her feedback and our internal investigation.

  Customer Answer

  Date: 06/01/2023

  [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:05/26/2023

  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.

  Staples started a recycling program. the ad states receive $10 plus $5, for 2 different cattegories. I recycled items, and only received the $10 reward. I messaged Staples on ******** and they told me I would not be receiving the $5 reward, and the ad had been corrected. Today, 05/26 I received the same ad, via email from Staples saying I would get $10 plus $5.

  

  Business Response

  Date: 05/31/2023

  Staples apologizes for the inconvenience we may have caused the customer.
  In researching the situation, we have found that the ad is saying you can earn $10.00 back in rewards for tech recycling and $5.00 back for recycling all other approved items. We have communicated with the customer and clarified ********************** Rewards members can ********** to 7 items per day across multiple categories but will only receive one recycling reward per calendar month. During a promotional period with increased earning potential, the reward amount is determined by the category with the greatest reward value associated with recycling.

  Customer Answer

  Date: 05/31/2023

  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 is not doing anything to resole the issue. The ad clearly says $10 plus $5, if they wanted you to get either/or, the ad should be worded $10 or $5, not $10 plus $5, as it was advertised.
  
  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: 06/02/2023

  Staples apologizes for any inconvenience, We appreciate your feedback about our tech recycling. I have shared this with the appropriate teams to be looked at.

• Initial Complaint

  Date:05/23/2023

  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 recently received a $50 Amazon Gift card courtesy of my local CIBC branch with a link to Staples to activate it.After numerous attempt to activate it on line and reaching out via the email address and phone number provided in the email, Staples has yet to provide a HUMAN BEING to help rectify the problem, leaving me with the impression that there is an element of fraud involved on their end.

  

  Business Response

  Date: 05/30/2023

  Staples apologizes for the inconvenience.  I have shared this with our Canadian team and asked them to contact the customer and assist with providing a solution

• Initial Complaint

  Date:05/23/2023

  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 June 1, I purchased Canon Ink from Staples via a link from *************** AVIOS store intending to get AVIOS points (needed to not lose my accumulated AVIOS points). Never received points. As best as I can now recall, ** says never got points and maybe said no points issued for ink. Site does say no points for a number of specific inks (various HP items), but does not clearly say no points on any ink. Staples initially informed me I did get credit but then I realized this was Staples Reward credit not BA AVIOS points. On April 6, I addressed letter to Staples CEO (*************************) quoting website ink policy and requesting clarification (and hopefully AVIOS point credit). My main issue is that I have not had a response - just trying to clarify policy so I know for future and to get points if I should get them. Closing paragraph of my letter was "As stated above, it is not clear that non-specified ink products are not eligible. I made my purpose to protect my AVIOS points even after reading the disclaimer because it seemed to apply to the specific listed items. If I am correct, then please correct this failure to credit my points. If I am not correct, then you should at least have the disclaimer clarified and it would be appreciated if you would consider granting the points in my case because of the lack of clarity." NOTE "purpose" should have been "purchase".

  

  Business Response

  Date: 05/31/2023

  Staples has apologized to the customer for the difficulties he had and explained that since this was purchased on *************** AVIOS and will have to request any changes through this vendor. Staples doesn't own this site so we are unable to make any changes to this site

  Customer Answer

  Date: 05/31/2023

  [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've attached my response to Staples which I had copied to the BBB. For all practical purposes, I am satisfied that Staples responded - my complaint was the lack of response. I am still seeking to clarify whether Staples or BA issues the rewards points. As you can see from the attached, it appears that Staples issued the points for my previous purchase - obtained them after ********************* investigated. Still pending response on this from both parties. Given this, I leave it to you to decide whether or not to keep file open pending responses. Alternatively, I can recontact you - with or without this case reference number should there be a further issue. Such issue would be if Staples issues credits and refuses to do so without an adequate explanation about the disclaimer seeming to be only for HP inks. IN short, if Staples issues the ***** points, I expect them to either issue the points or provide a reasonable explanation as to why not.as the disclaimer seems to be specific for HP ink.
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:05/23/2023

  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.

  Staples attempted to deliver my package. I was not home and they used a fake signature that was not from myself. My package of almost $1500 was not there once i arrived home.I have contacted them MANY times. They simply tell me to contact my financial institution instead of making it right themselves. I am at my **** end as these people have a new excuse and new disrespect every time i contact these fools. They will not even refund my money.

  

  Business Response

  Date: 05/25/2023

  Staples apologizes for any inconvenience. We have forwarded the customer's concerns to ********************** ****** to be addressed.

  Customer Answer

  Date: 05/25/2023

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