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Business Profile

Office Supplies

Staples, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Office Supplies.

Complaints

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

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Staples, Inc. has 1666 locations, listed below.

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    Customer Complaints Summary

    • 396 total complaints in the last 3 years.
    • 132 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/27/2023

      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 issued me a credit of $60. The credit would not go through for the cashier they issued me some kind of credit on a cash star. I can't phone them back because I get the Boiler Room customer service again. I had to pay $27 out of my own pocket because this credit was told to me by the store, was no good. I had a 6:00 deadline at the post office instead of standing there arguing I paid the $27 and I shouldn't have because I had a $60 credit for a similar issue in the very same store that continues to have issues over and over and over again.

      Business Response

      Date: 05/02/2023

      Staples apologizes for the inconvenience we have caused the customer. We communicated with the customer and she will go back to the store for the store manager to refund her purchase. **** indicated she was able to use the gift card after this issue. We really appreciate her feedback.
    • Initial Complaint

      Date:04/24/2023

      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.
      We purchased a printer from Staples for $2098.90 plus tax along with a 4 year warranty for $59.99 plus tax on May 6, 2021. Beginning with a warranty claim on 2/14/23, we have been attempting to have the printer fixed and have been given the run around ever since. On 4/14/23 they ultimately refused to honor the warranty we purchased, and their only solution has been to refund us the $59.99 we paid for the warranty. This is absolutely unacceptable, as we would not have purchased this printer without the warranty they sold us. Further, the warranty states that they will repair the product in two days, and if they cannot repair it within two days, they will either replace the product or issue a full refund. As we are well past the promised 2 day repair window and, as a small accounting practice during tax season, were forced to buy yet another printer to continue operating, we are requesting a refund of this product. I have spoken to the manager of the store multiple times and the district manager for our area, and they refuse to honor this warranty.

      Business Response

      Date: 04/28/2023

      Staples apologizes for the inconvenience. We have partnered with our warranty team to provide a refund to the customer. ********************** agreed to refund part of the money in the form of a check to be mailed to the customer and to be received at the address provided within 14 - 21 days. We have reached out to the customer by phone and email and did not get a response. The refund process has started today.

      Customer Answer

      Date: 05/04/2023

      [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:04/19/2023

      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.
      Card was canceled without permission and want my card reopened. Its the staples personal more account.

      Business Response

      Date: 04/27/2023

      Staples apologizes for the inconvenience. We have communicated with the customer to find out why the account was closed but cust has not responded after several attempts. We have forwarded this to ********* on cust behalf to try and help resolve the issue.
    • Initial Complaint

      Date:04/17/2023

      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.
      On March 23, 2023 I was in the ************** ******* store, I was charged $120.35 for a purchase but the employee and register had a issue, the store manager came over and turned the register off after i put my debit card and pin number in. Then he took me to another register, told me the transaction did not go thru however I advised the manager several times i saw it cleared by bank account. He said it posted and would drop off. The manager ran me up again, this time for $116.07, I put my card in again. After going back and forth several times, I had no option but to leave the store and wait, even though i was charged twice. First the store manager said it would take 3-5 days to drop off and refund. After it did not I returned to the store and spoke with the same manager and a new one, *****. stating the transaction did not occur. Again after showing my bank statement, he said wait 10 days. 10 days later, it still did not refund. I returned to the store, ***** said he's dealing with a back department and it could take 2 weeks and gave me the complaints phone number. I spoke with a representative at the complaint office, who said she would research it. Now today, 4/17, I spoke with the same woman who advised me now I have to wait 30 days. This is unacceptable, I am beyond frustrated. This is a large amount money for me and I expect a refund immediately, especially considering the error was on staples end.

      Business Response

      Date: 04/19/2023

      Staples apologizes for any inconvenience. Due to an issue with our register, the customer was charged for a transaction that did not complete. On March 29th we sent a request to have the transaction reversed. This can take up to 30 days for her bank to reverse the charge.
    • Initial Complaint

      Date:04/14/2023

      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 April 12th, transaction ***** at Store **********************************************************************, I encountered Ms. ********************************* in the Print Shop in which she displayed a coercive authoritative approach toward me (the consumer). As she insisted to refuse me (consumer) the option to pay for printed copies using cash as if cash and sending the the job to the sender was unreasonable or required too much manpower. She (at Store #***) insisted to irrefutably state, "We do not printer for customers here. It is in the policy and other ************* should not have done it either." I disputed her irrefutable statement. Then, when I requested for her name. She replied in a hostile and aggressive tone. Ms. ************** needs to improve customer service delivery skills. In addition, I respectfully do request to be refunded $1.63 from the Staples gift card that I was coerced to apply a total of $4.00 to proceed with the job at this specific location which accommodations for customers have been made for me in **********, ** and *********, **.

      Business Response

      Date: 04/17/2023

      Staples apologizes for any inconvenience caused to the customer. We have been in
      contact with the customer and his concerns and refund are addressed.

      Customer Answer

      Date: 04/17/2023

      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 # ********* 

      I had the pleasure to speak with Ms. ******* One the other hand, it is one thing to listen to one's concerns and not address the concerns accordingly. 

      Therefore, I request to be heard and not listened to with respect to the complaint derived from your staff inexcusably pressuring consumers, not being accommodating, using an aggressive tone, and asserting her authority when it's inappropriate to do so. Ms. ********************************* was not helpful at all. 

      As a result, this explains why I am not thoroughly satisfied with the the customer delivery. It is the principle that the store manager has not contact me with best practical ways to handle matters of this magnitude in the future.


      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: 04/19/2023

      Cust feedback regarding a store interaction has been investigated and addressed accordingly. Staples has contacted the customer to apologize and let him know that feedback regarding the store interaction gets investigated and addressed accordingly. For privacy reasons, we cannot divulge any final outcomes but we have addressed the issue appropriately. 
    • Initial Complaint

      Date:04/12/2023

      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 placed a pickup order for the ***************, ******** Location. I went to see if it was ready for pickup before I received a confirmation email that it was since it was only three pages. It should have been quick. When I went into the store, I stood there for ***************************************************************** and then finally someone came to the counter and said "what do you need" I said "I'm here to pick up a document." He then replied, "It's not ready yet and I have other things to do." I said, "It's only three page, it should take 2 seconds, is there anyway I can get it now?" He said, "No I'm busy." This is one of the worst customer service experiences I've ever had, and I will not be returning to Staples ever again. Order Number: ********** Order Date: Apr 12, 2023 Make sure this order is canceled and my money is refunded.

      Business Response

      Date: 04/17/2023

      Staples apologizes for the inconvenience we may have caused the customer. We communicated with the customer regarding waiting to receive notification that an order is ready for pick up before heading to the store and partnered with the store regarding customers concerns., cust can return to the store for full refund of the $0.64.
    • Initial Complaint

      Date:04/03/2023

      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.
      Order #: ********** This order was received at my old address, not my new one. I did not receive this item, please advise.

      Business Response

      Date: 04/12/2023

      We appreciate you taking the time to reach out and provide feedback on this concern. We show the product was delivered to the address supplied in December. We would have needed to have received the product back during our return timeframe in order to issue a credit for this purchase.
    • Initial Complaint

      Date:03/24/2023

      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 had an interview with the company at one of the store locations in ********* **. I was applying for a retail associate position and I came 15 minutes early. One of the employees then tries to get the manager, then informing me the manager was on their break. Proceeds to ask me if I can come back in half an hour. I then come back and the assistant manager was only in and said the general manager was off and theyd rather me interview with them. I obliged of course and then came the next day and the general manager and I sit down for about 3 minutes before he just says, I can tell already that youre not good for this job. Given that you have no experience needed, even though I had explained I wasnt foreign to retail but I was new to it still and the different ways of selling. Seemed like he just made something up to say to try not to sound like a douchebag but I mean.it didnt work. It was a huge waste of time, money and gas and Im very upset. Please report.

      Business Response

      Date: 03/28/2023

      Staples apologizes for the inconvenience we may have caused the customer. We have communicated with the customer and partnered with our HR team to address as needed.
    • Initial Complaint

      Date:03/22/2023

      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.
      2/24/2023 was the transaction for the purchase of a plotter printer.6479.00 was paid to Staples(see the attached purchase order) The nature of the dispute is the Epson would install the printer but the technician needed a serial number and certificate before installing the printer (our company paid for the installation)as noted on the purchase order. Neither was included in the packet when the delivery was made. I have contacted ******************* who finally had "his team" send me the serial number but I still have not received the certificate. **************************** was also included on the email correspondence.

      Business Response

      Date: 03/29/2023

      Staples apologizes for any inconvenience.
      The customer will receive the needed information via email within the next 2 days.
    • Initial Complaint

      Date:03/20/2023

      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.
      Sent my 15 year old daughter to make copies at the self-serve copier because the copy center was too busy to help her as usual. She got sent to the machine. I needed 12 copies of each packet. My daughter paid $67. This is 7:00 p.m. Sunday night right before closing. Packet had to be mailed Monday morning because of deadline. Packet cost $40 to mail because someone had put card stock in the machine and my child of course didn't realize it. She came home with an inch and a half of paperwork. When it should have been half that size. I have photographed the difference in what I wanted copied compared to how thick the copy each copy packet was when I received it. Staples apologized and said someone probably put card stock in the machine but refused compensation. I ended up paying twice as much to Priority Mail the finished product. Corporate says I got charged for cardstock also on the corporate customer service line and then they escalated it to a woman who barely spoke English with a bad attitude who told me that I was probably wrong. I'm about to stop shopping at Staples because customer service is certainly atrocious and has been for quite some time. I want compensation for my trouble. And I don't want a low ball barely speaking English customer service person to phone me I want this escalated up the chain to a competent person

      Business Response

      Date: 03/22/2023

      Staples apologizes for the inconvenience. We have reached out to the customer with an offer towards a resolution and the customer accepted the suggested path Tell us why here...

      Customer Answer

      Date: 04/18/2023

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      I cannot sit on hold for 45 minutes twice for you people to pick up the phone. My complaint number is ********. We made an agreement that Staples send a $50 card a $50 gift card to me I do not have a $50 gift card please advise. My number is ************ 

      Business Response

      Date: 04/18/2023

      Staples apologizes for the inconvenience. Spoke with customer today and she was thankfully able to locate the gift card. We appreciate your feedback and business with Staples.

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