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:01/25/2023

  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 January 17 I requested a return of two items ordered from Staples. A bookcase, and a desk. We felt that the items were of inferior quality and we wanted to return them. I submitted both returns successfully and received return confirmation numbers. I was told that the returns would be picked up within five business days. I boxed up the items and placed them on my front porch with the appropriate labels attached. These continue to sit on my front porch almost 10 days later. I have contacted Staples three different times and each time I have been told something different regarding to pick up. First, I was told they would be picked up on Tuesday the 24th. Yesterday, I was told they would be picked up today January 25. When they were not picked up today, I called at 5:30 PM and was told that they would be picked up on Monday January 30. I told him that this was unacceptable as the boxes are sitting on our front porch and this is considered a violation of our homeowners covenant agreements. I was then told to wait the warehouse would contact us when they were ready to pick the items up. This is unacceptable as the items continue to sit on our front porch and are in violation of our homeowners agreements. My wife and I both work and we cannot move the boxes in and out every day as they are heavy. I need simply for Staples to come and pick the items up for the return. Thank you Pickup the return

  

  Business Response

  Date: 02/02/2023

  We understand the inconvenience encountered during this return process. We confirmed with our courier that both products have been picked up. We appreciate your feedback and business with Staples.

  Customer Answer

  Date: 02/02/2023

  [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:01/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday 1/21/2023 at 4:29 pm. I returned an item on Register 2. I left the register and used the ladies restroom before exiting the store in ******, ** with only a small black handheld clutch purse.When I was in the parking lot, an employee named ****** who is African American with orange short hair followed me to my car.Started yelling about something, she said we were the only two in the restroom. I just kept walking and said No.After I said no she became aggressive seemed enraged acted irraticaly. Stood in front of my car and took a picture.Then while ** trying to leave walked around to the rear of my vehicle and took a picture of my license plate.Listen Im almost ************************************************************************************************************** front of my car. I had no packages or bags. Just a small hand held clutch with my id in it.Elder abuse, harassment etc. Im very concerned where she will post these photos in social media.

  

  Business Response

  Date: 01/30/2023

  Staples attempted to reach the customer by phone and email to apologize and discuss her concerns and assure her that they have been forwarded to our Associate Relations Team that will investigate this and take necessary action.
  
  The customer responded that she had been very busy and would contact me back this week.

• Initial Complaint

  Date:01/20/2023

  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.

  The complaint involves Staples Rewards program. Many years ago, I signed up for Staples Rewards program. Until this incident, I had never had any problems getting my rewards. I simply had to show my Staples Reward card and the rewards were deducted from my purchase amount. A few days ago, I was making a purchase and was told that to receive my rewards I would have to sign up for the Staples app. and have it on my phone. I was never notified prior to this time that this would become a requirement. I try to avoid putting apps on my phone that collect personal information. I would like to be able to get my $7.00 reward without adding Staples app to my phone. I do not think that this is an unreasonable request, especially since this was not a requirement when I signed up for the Rewards program, and I was never informed in any way that this was to become a requirement.

  

  Business Response

  Date: 01/24/2023

  Staples apologizes for the inconvenience.  The rewards can still be retrieved through our website. Customers who prefer an app have the opportunity to use that. Both options are available. The customer was contacted and advised of this. Confirmed the customer has a value of $ 7 available to be used 

  Customer Answer

  Date: 01/24/2023

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

• Initial Complaint

  Date:01/14/2023

  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.

  I ordered a chair from staples.com- order **********. The chair arrived defective with holes drilled wrong. I applied for a return via pick up and a REFUND. I received instructions requiring a printer which I did not have. I contacted, explaining I did not have a printer. The representative did not read my email properly and created a replacement (which I specifically said I did not want,) and arranged courier pick up so I did not need a printer. I had to then contact multiple times through email, chat, and phone to get them to cancel the replacement. I was told I would receive a refund to my credit card and new gift card refund in ***** days. Both the original defective item and the erroneous replacement arrived back at the warehouse- confirmed by another representative. I waited 14 days, no refunds.I contacted again through chat and the representative told me they would process the refund and that it would take 3-5 more business days for the credit card and **** more for the gift card. When I asked why I have to wait even longer, they just kept apologizing and eventually offered another $20 coupon. I received email confirmation of the refund being processed, but no $20 coupon. (For the record, I am not blaming any of these representatives personally. I think they are low on a broken chain and doing their best. Please do not punish them.)I cannot wait another 2 weeks hoping that it actually goes through this time. I received the original giftcard I used in minutes, so I know they have the power to issue them more quickly. There have been multiple problems from manufacturing to returns to refunds. I want all of my funds back now, I still want the extra coupon for my trouble, and I want this issue to be over so I can move on with my life.The total amount:$99.00 gift card refund $31.35 credit card refund $20.00 coupon I will also accept a gift card for the total refund + coupon if it would streamline things. That would be $150.35.

  

  Business Response

  Date: 01/19/2023

  Staples apologized for any inconvenience. The customer's gift card was mailed on 01/17 and the credit to their credit card was issued. Issued the missing $20.00 coupon to their email.

  Customer Answer

  Date: 01/21/2023

  [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:01/13/2023

  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.

  How is your day today in sunny Framingham, Massachusetts and/or wherever else You are in the World?
  
  My day could be going much better, thank you, except due to the Fact that I had received Two (2) Staples Cash Cards From Your Corporate Office Within The Past Several Years which I Have Never Used Up Until This Date!
  
  Yesterday, back on Thursday, January 12th, 2023, I went into your store location at:  5665 Wilshire Boulevard, Los Angeles, CA 90036 and when they looked up the cards, they told ME that the cash gift cards were Bad Cash Gift Cards and/or They Were Never Used, but were Unable To View The Balance.
  
  One (1) of the girls called up your Customer Service Phone Number and gave them My Card Numbers And Contact Information and they Were Only Able To Fix Just One (1) Of The Cards As You Can See Below In My Very Serious Letter Of Complaint Which Is Not Good Enough!
  
  Both Cards Are Worth The Same Value Of $50.00 Each And Neither Of Them Were Ever Used And The Cards Are Still In My Possession!
  
  Moving Right Along:  When I Called Customer Service Back Today On Friday, January 13th, 2023, I Must Have Wasted At Least An Hour Of My Time For Nothing Both On The Phone And On The Chat!
  
  If You are Not Going To Fix My Staples Cash Gift Cards And Be An Honest Person About It In Which I Have Never Used It, Then I Am Taking Your Company To Small Claims Court For The $50.00+ Dollars And For My Extra Time Wasted As Well!
  
  I will also have to write Negative Reviews on this experience on to Social Media which includes:  
  Google Maps
  Facebook
  Twitter
  Sitejabber
  Ripoffreport.com
  Instagram
  Better Business Bureau
  
  I have a Zero 0.00 Tolerance Policy For Thieves, Liars and Game Players!
  
  In Addition:  I Do Not Want Emailed Gift Cards, But Rather Have Physical, Updated, Good Working, Legitimate Gift Cards Instead!
  
  For Your Information:  Here Are The Numbers On The Gift Cards For Your Reference And Further Review, Thank You.
  
  Staples Cash Card:  **** **** **** **** ***
  
  Staples Cash Card:   **** **** **** **** ***
  
  Enclosed, in the attachments, please also find pictures of both Cash Gift Cards for your reference and further review, Thank You.
  
  Lastly enclosed, below, please find a copy of some of the recent conversations that I had with Your Customer Service Department, via email for your reference and further review, Thank You.
  
  If You would like to contact ME back directly in order to discuss my letter of Very Serious Complaint in further detail, then please call me at:  
  Voice/Messages/Text:  (**** ********.
  
  You may also email ME back at:  ************************** or ****************************
  
  I am more than looking forward to hearing back from You with a Positive Response some time in the very near future.
  
  Thank you.
  
  Sincerely yours,
  
  ****** **** *****
  Angry And Upset Staples Customer

  

  Business Response

  Date: 01/16/2023

  Staples apologizes for the inconvenience we may have caused the customer. We have communicated with the customer and resolved the issue to the customer's satisfaction.

  Customer Answer

  Date: 01/16/2023

  [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 #18809371. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  
  Regards,
  
  
  
  Howard Shore

• Initial Complaint

  Date:01/11/2023

  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.

  On Jan. 3rd my vehicle was side swiped by a Staples box truck trying to merge into my lane. I filed a report with this company but they are saying because the driver said I rear ended the box truck. They are jus taking the drivers word when I have photos that show damage to the side of my vehicle. They are just dismissing me as if that is allowed.

  

  Business Response

  Date: 01/18/2023

  We understand the concern and we appreciate you taking the time to reach out to Staples. As we discussed, the claim was denied due to the location and amount of damage to the vehicles.

• Initial Complaint

  Date:01/04/2023

  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.

  Well, I guess it wouldn't be Staples without some sort of gimmick, game or scam. I recycled a printers last month at a Staples store under their $10 Reward offer. A Month later I'm still waiting for that reward to be credited, or even show up in my account

  

  Business Response

  Date: 01/10/2023

  Staples apologizes for the inconvenience we may have caused the customer. We have communicated with the customer and explained he will see the reward in his statement on 01/11/2023.

• Initial Complaint

  Date:01/02/2023

  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.

  Dear BBB,I am filing this complaint regarding a bizarre policy at a Staples location in **********. Staples - *****************************************************************, **. I have been turned away from this store more than 5 times, for strange reasons.For some reason, the store employees have been trained to tell customers that they cannot take *** packages if their red box is half full. I had more than 30 books that I wanted to pack and mail via ***. But the Staples rep refused, saying he "does not have space for more *** packages". I said "You have 1 million square feet, what do you mean by no space". My order was worth probably $500-$1000. I was turned away. I went to another Staples where they nicely processed the order. Please note this is not the first time this has happened at this ********** Staples store. There is not even any customer is this location. It looks like the store manager is trying bankrupt this location. I hope Staples corporate would send a new manager so that customers are not sent back for nonsense reasons.

  

  Business Response

  Date: 01/06/2023

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and advised she can use ********************** to ship her items.
  Thank you for bringing these concerns to our attention.

  Customer Answer

  Date: 01/07/2023

  [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:12/27/2022

  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 ordered 2nd Generation AirPod Pros from Staples website for $230 on December 9, 2022 as a Christmas gift. The order number is **********. A week after the order, the notify me via email that there has been a delay. I call the customer service number provided and they notify me that the package had been lost in transit and will reship a new one. The reshipped package arrives to me completely emptynothing is inside the box, not even bubble wrap or a receipt/confirmation of the item. I call customer service back and speak to a supervisor named *** who first tells me that he can reshipped another pair to me and it can be delivered 12/28. Unsatisfied with my entire experience with Staples, I ask for a refund. *** informs me that I will have to wait until Monday 12/26 to call back and file for a refund. I receive an email after the call stating I would be getting a refund of zero dollars. I call back Monday and speak to 2 supervisors throughout the day, ***** and ******, who rudely tell me that Staples will not be refunding me because from their end once the package left the warehouse it wasnt their problem. I spoke to ****** first who told me to speak with *** since they were the carrier and gave me the tracking number ********************. I called *** corporate number and the woman informed me that *** never handled the package and that *** tracking numbers always began with 1Z. I tell this to *****, and she basically tells me Staples isnt responsible and wont be refunding me, and I need to dispute it with my bank. How is it they were willing to send me a 3rd reshipment of the product, but not give me a refund? Staples provided extremely poor customer service, gaslighted me, and stole my money. My desired resolution is to be refunded my money back to my original form of payment and never to do business with Staples again.

  

  Business Response

  Date: 12/29/2022

  Staples apologizes for the inconvenience we may have caused the customer. In researching the situation, we have found that *** delivered the package, and the weight of what was delivered matches the weight of that item. We have explained this to the customer and advised them of their options.

• Initial Complaint

  Date:12/20/2022

  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 processed a return through staples. I was sent a label and a *** driver came to pickup the package. Keep in mind the labels was provided by staples and I have no control over where this package goes. I then waited the time I was told to wait for my refund to process after the package arrived at the warehouse. 1zw9e0919195708328 see this tracking number for more detail. I was told to wait 14 days for my refund. I waited past the 14 days and am now being told that the package was delivered to the wrong area. They are not taking fault for the situation and do not want to refund me for something that is entirely out of my control. I have contacted the company I'd estimate roughly 20 times and keep speaking to the same supervisor who is incredibly rude and refuses to help me. This is my last resort to be refunded as this is a large order. My order number is ******** and my email is ********************** I am being told to dispute with my bank, but my bank does not allow for me to dispute as it needs to be started by staples, but staples refuses to help me. I need to be refunded immediately or I will be taking legal action against them as this is a **** CAD order!

  

  Business Response

  Date: 12/21/2022

  Staples apologizes for the inconvenience. We have forwarded this issue to our Canadian contact for follow up.