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. has 1666 locations, listed below.

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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:03/15/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday 2/17/2023, I called the Staples store on RT 37 **********, ** to ask if they provided overnight *** delivery. When told they did, I went to the store before their daily pickup and again asked for overnight delivery for my perishable package. I was told they had it, so I paid the $187.02 to make sure my package arrived in good condition with the tracking # of 1Z4AR6790138135503. I was not told the service I received only insured the package would arrive within 3 days. If I had been told that, I would not have sent the package. When the package did not arrive for 3 days, my gift spoiled, costing me the $50 cost of the gift as well as the $187.02 cost of the shipping. Staples is responsible to insure their employees provide thorough and accurate information. I am a senior citizen living on a fixed income, and this loss was a blow both because of the money and because it ruined a family moment. Staples is responsible because their employee provided incomplete and inaccurate information.

  

  Business Response

  Date: 03/20/2023

  Staples apologizes for any inconvenience. We were able to resolve this with the customer and she accepted our findings.

  Customer Answer

  Date: 03/20/2023

  [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:03/08/2023

  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.

  Hi, i placed order ********** For a printer, i called the business right away after i received an email from them regarding delay during shipment. I was moving that week and i wanted to provide them with the new address so the package is not lost. The business told me the order is cancelled and i should be refunded. It has been weeks now, i called them recently and they claim they have shipped the item( without my consent) and need to go to my old address to retrieve. I have since contacted the realtor and previous building management and they say the package is not there. I need a shipment to my new address or a full refund on this order, immediately! Or further escalation will pursue. Thanks

  

  Business Response

  Date: 03/17/2023

  Staples apologizes for any inconvenience this has caused our customer. We tried to make contact several times, but were not able to reach the customer to find a resolution.

• Initial Complaint

  Date:03/07/2023

  Type:Sales and Advertising 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.

  Hello;I hope this email finds you well. Thanks for taking the time to review my complaint and for making me the best part of Staples. I have been shopping at Staples for over 20 years and have been a rewards member since 2007. Recently, I attempted to place an online order and I was blocked/rejected. I spoke with someone by phone and they explained that due to my order/returns history, I am welcome to shop in-store, but not online. I explained that throughout the past twenty years, I have placed hundreds of orders online and never had a problem.They explained the following two orders were problematic. ********** and **********. Regarding **********, this item was for a Staples-branded chair with a seven-year warranty. The chair had fallen apart in multiple places and I requested a replacement. **************** advised that the style/color I was looking for was no longer available. They offered a refund and shared that someone would be by within **** business days to pick the item up and initiate my refund. It's been over four months and I have not received my refund nor has anyone been here to pick up the chair. The person I spoke to over the phone asserted that I have received a full refund, which I deny as it's not true. Regarding, **********, I do not know what the issue is with this order. I ordered the items, however, I was offered a job in another state. Because of the price of fuel, fuel surcharges, and other factors at that time, the item was too expensive to ship. I decided to return it within the allotted timeframe. I would like an investigation into my case and to speak with someone by phone. I appreciate your time and consideration. Have a great week ahead.Respectfully

  

  Business Response

  Date: 03/08/2023

  Staples apologizes for any inconvenience caused to the customer. The issue was looked into and addressed. The customer was satisfied with the outcome.

  Customer Answer

  Date: 03/08/2023

  [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:03/07/2023

  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 brought a package to staples to to be delivered via their Staples **************** They provided me with the incorrect tracking information and my package was lost in transit. I have contacted the management, corporate, **** as well as been to the store multiple times and they have admitted to providing the wrong tracking information but continue to tell me they will call back with an update on the tracking and have yet to do so. This package unfortunately has very valuable contents inside & I have not been offered any information or solution on its whereabouts when it was brought to them on February 18, 2023.

  

  Business Response

  Date: 03/14/2023

  Staples apologizes for any inconvenience that has been caused in regards to the shipping services processed in store. We have issued a refund to the customer in regards to the service. 

• Initial Complaint

  Date:03/02/2023

  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.

  Poor customer service, the ladies in the print are rude and act I am inconveniencing them.

  

  Business Response

  Date: 03/07/2023

  We appreciate you taking the time to reach out regarding your experience in our store. We are taking your feedback to heart to ensure it is handled appropriately internally at Staples. We are confident that you will have a positive experience the next time you shop with us.

• Initial Complaint

  Date:02/27/2023

  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 had an interview on February 23, @ 2:00. I arrived 10 minutes earlier as per instructed. I let the associates know I had an interview. ***** an Assistance Manager told me the Store Manager was on a conference call he will be right with you. 20 minutes later ***** conducted the first part of the interview and during this time the store manager happens to walk pass. After concluding the first part of the interview, which went well. ***** said sit tight l will be right back in a few minutes and took along my resume and application to brief with store manager for the second interview. After waiting 45 minutes no second interview no response. Now during the 45 minutes I was waiting the store manager was on the floor. Not once did an associate or management say anything to me. As I approached the customer service counter to let them I had to be somewhere at 4:00.. all associates-including ***** the Assistant Manager and the store manager huddle up, standing around. Then I was told I thought you left along time ago. Period

  

  Business Response

  Date: 03/08/2023

  Staples sincerely apologizes for this and appreciates the time taken to forward so this can be addressed. ****************** has been advised that this has been forwarded to our Associate ************** to investigate and take necessary action. This is an internal process and there will not be any follow up regarding the outcome.

  Customer Answer

  Date: 03/08/2023

  [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:02/17/2023

  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.

  There was a fraudulent purchase made at this store using my debit card, the unauthorized purchase totaled almost $800, upon contacting my bank they suggesting I contact the staples store the purchase was made at to see if they could cancel the transaction. I called the staples and while they could confirm these charges happened, they told me they couldn't cancel the transactions because they "can't cancel gift cards" despite me providing proof that this was fraud. I then asked if I could have the receipt from the transaction so I could give that to my bank to file the dispute, the man I talked to said yes and that he could email it to me, after leaving for a moment he comes back and says "my boss says I can't do that, sorry". I asked why Since it was my card used to purchase these items and the man couldn't answer and proceeded to hang up the phone. I believe that since my card was used to purchase these items (even though it was fraudulent) I am entitled to the receipt for dispute purposes with my bank. I would like to be emailed my receipt from this unauthorized purchase so I can provide it to my bank and the necessary law enforcement. Thank you.

  

  Business Response

  Date: 02/22/2023

  Staples apologizes for the inconvenience. I have been in touch with the customer and advised her to report this to the local authorities. We will partner with the local police department and assist with any information we are able to obtain and share it with them.

• Initial Complaint

  Date:02/13/2023

  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.

  My company accepted a quote that the Staples Inside Technology Account Executive ************************* and the Director of ****************** *********************** will not honor. We have been a business customer of ********************** and we wanted to do a bulk order of about $25,000, but instead of providing us with the promised quote, we were told to pay a higher quote for the bulk order at the ***** pinching of $50 more per item. This business practice is wrong and deceiving without any regard for the business customer's experience. We need a resolution as soon as possible.

  

  Business Response

  Date: 02/16/2023

  Staples apologizes for any inconvenience. We have researched this, and are working with the customer to honor their quote for this order

  Customer Answer

  Date: 02/16/2023

  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:02/12/2023

  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 1-31-2023, I purchased printer ink online for my business at a cost of $115.44. However Staples charged my bank double the amount at $230.88. I contacted them via chat and they claim the additional amount is an "authorization" charge and will drop off in **** days. As of 2-12-2023, it has not changed For a company to blatantly charge double the cost, hold for **** days and supposedly refund has to be theft and illegal. I am sure they make interest money off the additional amount they steal from your account. I have filed a complaint with the ******* attorney general but this is blatant THEFT!

  

  Business Response

  Date: 02/17/2023

  Staples apologizes for the inconvenience we have caused the customer. We have communicated with the customer and partnered with our credit team. A check has been mailed to the customer.

  Customer Answer

  Date: 02/17/2023

  [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:02/07/2023

  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.

  bought a brother printer at Staples in ******** **. 02/2020. bought a 5 year exteneded warranty with it. the printer started having issues so i started a claim. After completion and authorization of my claim it was approved for reimbursement by *******. with the stipulation that they received the printer and it is examined before the refund is issued, None of which was explained to me when I purchased the extended warranty or explained in the warranty itself.I was told once *** received the printer i would recieve a e-mail for a credit of $199. This has been ongoing since i filed the claim back in early January 2022. every time i call to ask why i haven't received my credit I'm told a different story. I have been without a printer now for going on a month and just keep getting put off everytime I call.I have talked with the supervisor ******* who confirmed i did everything right on my part and did not understand why i still have not received a refund. He did say he received confirmation the printer was shipped. I was told and specified in the warranty that the whole process would take 3 days before a credit is issued. It's going on 3 weeks. claim ********** filed Jan. 20. 2023

  

  Business Response

  Date: 02/14/2023

  Staples apologizes for any inconvenience this has caused our customer. I spoke with the customer today and his issue has been resolved and the customer is satisfied with the outcome.

  Customer Answer

  Date: 02/14/2023

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