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:11/16/2022

  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.

  The Staples in ********************************************************************** has been an awful experience for me. I pay 1postal services to deliver my mail here, but they frequently misplace it and give it to other people without my permission. When I have confirmed that all fees have been paid in advance, they also consistently demand payment in order to get my mail. The managers, ****** and ******, are the very worst, and I was never compensated for the mail they misplaced. In all honesty, Staples needs to *********** personnel. When picking up the mail became problematic every time, it reached a certain point. Because it's a constant problem and we receive critical mail, my husband once had to practically walk out with one of our postal items. When my husband went to pick up our mail yesterday, they informed us that our account would be closed for twice taking up "our" mail without permission. Which is untrue because the second time they kept my husband and our child there for hours haggling about $1 that had already been paid for, but the first time they handed us our mail and asked for it back. They never sent me mail, and they frequently hung up on me. They have purposely kept my packages from me and hidden my mail, which may be a criminal offense against their employees. I moved and canceled my services here. This place is genuinely awful and shouldn't be open. I now need to call each business to reroute my mail in an effort to recover the mail that was stolen from me. I will also be filing a report with the postal Inspectors office for stealing my packages and mail. This is a felony and no one should have to go through this.

  

  Business Response

  Date: 11/22/2022

  Staples apologizes for any inconvenience. Upon investigation, we have advised the customer that any refund requested would be through iPostal. Mail not received by the customer has been returned to sender.

• Initial Complaint

  Date:11/15/2022

  Type:Customer Service 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 have been to the Staples branch location in ****************** at ************************************************************* two times for TSA pre check appointments. The first time we went, they told us the pre check wasnt offered on the weekend, even thought it didnt say this online. We left, planning to come back on a week day. On Tuesday, November 15th, I called an hour ahead of time to ensure they were offering precheck that day and to double check hours. I was told by a female employee they were doing precheck any time before 7:50.I drove the 40 minutes again, with my young kids, and arrived at the location. The manager, ******, who sounded like the same exact person I spoke with on the phone, informed me they werent doing precheck today until 5pm. I told her I called just an hour before and was told they were. She was incredibly rude and kept saying we do, just not today (even though she told me on the phone they were). She also let me know she can do precheck, but couldt because she didnt have enough staff (the store was mostly empty except a few employees). This has been a horrible customer service experience. This branch probably needs to train their managers to answer questions and help customers in effort to help customers, not cause huge inconveniences. ****** clearly did not care about customer service or customer experience.

  

  Business Response

  Date: 11/23/2022

  We understand the frustration encountered when attempting to utilize the *** precheck service in our store. We appreciate you taking the time to reach out and have taken your feedback to heart. We hope that this experience will not dissuade you from shopping at Staples in the future.

  Customer Answer

  Date: 11/24/2022

  [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:11/07/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Staples keeps charging us late fees after the account was closed. The late fees were because the checks were received after the due date. We CANNOT control ***** We are still in a pandemic and everyone knows there have been significant delays with shipping and delivery services. We paid for everything we purchased, the only balance on our account are all the late fees. I spoke with ***** on 10/11/22 - she said she could only remove 1 but the previous agent could've removed the 2 that were previously there to 0 out our balance. Hearing that I was misinformed I told ***** not to waive it, I'll find another way. She proceeded to waive it without my authorization after I told her I would file a complaint with BBB. So now there are unauthorized transactions happening on our account courtesy of Staples themselves. Adjust our bill and zero out our account. Account number is ******************.

  

  Business Response

  Date: 11/09/2022

  Staples apologizes for any inconvenience caused to our customer. We have looked into this and have addressed the concerns of our customer. The fees have been credited bringing the account balance to $0.

  Customer Answer

  Date: 11/10/2022

  [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,
  
  Mulanga Kamba

• Initial Complaint

  Date:11/04/2022

  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 bought a locking rolling file cabinet 6/15/2022, and by 9/2022, the stops at the bottom, retractable handle and a side handle had fallen off the box. I took the box back to the store and at the time they had no boxes like it in the store to exchange it for. The lady let me know that her truck would come in 2 weeks later, and they should have the box in stock. When I went back to the store 2 weeks later, there was a box on the shelf. I let the cashier know I needed to do an exchange. The manager on duty refused, and I got upset because I came in the timeline I was told to return to the store. By the next day, when the general manager talked to me, they stated they would give me a refund but they did not have a box to exchange it with. I have this locking case because the contents inside MUST be secured and I could not just leave the box, which I have explained several times to several people. However, they flat-out refuse to do an exchange and I have been called a liar several times. Staples does not care about customer satisfaction. However, thankfully the manufacturer still believes that customer satisfaction is the #1 priority and will be sending me a new box. I may not put Staples out of business, but I will make sure everyone knows what poor customer service they have.

  

  Business Response

  Date: 11/11/2022

  We understand the frustration with the product purchased at Staples. As was discussed, we have communicated with the store to offer resolutions in an attempt to make this situation right. We hope that this experience will not dissuade you from shopping at Staples in the future.

• Initial Complaint

  Date:11/03/2022

  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.

  Order #********** was placed yesterday. they sent a email say the items were out of stock. They canceled my order.Less than 1 day later, the item is available now and they refused to price match to the amount I paid yesterday.i think price match to the same price yesterday is a reasonable request, since they canceled the order without my permission.

  

  Business Response

  Date: 11/04/2022

  Staples apologizes for the inconvenience. We had a set number of gift cards that were available at a discounted price. All our sales are while supplies last and we sold out of the gift cards. The customer's order was unable to be completed due to his order being past our available quantity and it was therefore canceled.Tell us why here...

  Customer Answer

  Date: 11/04/2022

  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. 

  Why can I placed the order at the discount price? Does staples just want to bait and switch and waste customer time to place the order?
  
  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: 11/07/2022

  Staples apologizes for the inconvenience. This was a special sale while supplies last which was marked as such. The customer's order was placed after our supplies had been depleted. We are unable to honor the sale price as we no longer have any available at the discounted price 

  Customer Answer

  Date: 11/07/2022

  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. 

  waste customers time
  
  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:11/03/2022

  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 bought a HP printer and Scanner from Staples. When I opened the box it was just paper and plastic with no printer. The store just says you should have opened the box inside of the store and checked. There's nothing they can do they say. Who would open a box in the store?

  

  Business Response

  Date: 11/04/2022

  Staples apologizes for the inconvenience. We had a set number of gift cards that were available at a discounted price. All our sales are while supplies last and we sold out of the gift cards. The customer's order was unable to be completed due to his order being past our available quantity and it was therefore canceled.

  Customer Answer

  Date: 11/04/2022

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] This has nothing to do with me not getting a printer that I paid for.
  
  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: 11/09/2022

  Staples apologizes for any inconvenience caused to the customer. We have investigated the customer's concern. All of our products come in factory-sealed boxes directly from the manufacturer. The customer has been advised to reach out to the manufacturer Hewlett Packard (HP) ************** for further assistance.

  Customer Answer

  Date: 11/09/2022

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  HP said contact Staples because their the ones responsible. Someone can just take the tape off of a box in the store then retape it.
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:10/25/2022

  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 purchased three computers from Staples on Sep. 15th, 2022. It says to be delivered on Sep. 19th, 2022 by ***** at 11:38 AM. But the warehouse of the delivery address never received the package. All other ***** packages were delivered to the warehouse around 2 PM of Sep.19th, 2022. ***** delivery truck only visit the warehouse once per day. Staples didn't check with ***** for any proof of signature or ***** GPS data and refuse to refund my money.

  

  Business Response

  Date: 10/27/2022

  Staples apologizes for the way this made the customer feel. We have been in contact with the customer. After further review we have determined the order was delivered and no refund would be issued.Tell us why here...

  Customer Answer

  Date: 10/28/2022

  I do not accept the response because Staples didn't provide me any evidence showing that the ***** truck visited the delivery location at the time when my package was delivered. Staples choose ***** for the shipment and the latter may have a mistake on the delivery. I was told that my package was delivered on Sep.19th, 2022 at 11:38 am. But I found another ***** package was delivered and successfully received at the same delivery address on Sep.19th, 2022 at 2:28 pm. Usually ***** truck only visit the location once a day. I need Staples to get the *** or video evidence showing that the ***** truck visited the delivery address at 11:38 am on Sep.19th, 2022. Once I see the evidence, I will accept the response. However, Staples refused my request. I just need the evidence to show that my package was not lost due to the potential mistakes made by ***** ********.

   

  

  Business Response

  Date: 11/02/2022

  Staples position and response remain the same

• Initial Complaint

  Date:10/22/2022

  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 an order for an iPad Air on October 21st 2022 order number **********, I get my order on October 22nd at 1:20 pm I open up my package and got a Amazon Tablet instead of my iPad very unusual no worries though I reach out to customer support and they assure me no worries well start a return. The agent starts a return and says a return specialist will reach out to me in 3 business days to set an expectation and a refund whatever that means. I say no problem and hang up. Later today October 22nd 2022 at 4:29pm they informed me that my return was cancelled without disclosing a reason at all which makes absolutely no sense. I want to return this item and get my money back I will never do business with Staples again shaking my head.

  

  Business Response

  Date: 10/31/2022

  We understand the frustration encountered with your online order from Staples. We are unable to take any further action on your order at this time. Staples reserves the right to deny any return. We appreciate your feedback at Staples.

• Initial Complaint

  Date:10/17/2022

  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 refurbished HP ProBok X360 11 G1 EE 116 laptop from Staples on 12/29/2021. The laptop is no longer powering on, we submitted to have this repaired by the warranty but they are refusing to repair this under the warranty.

  

  Business Response

  Date: 10/21/2022

  Staples apologizes for any inconvenience. We have investigated the claim, and have found that the damage to the item is not covered under manufacturer's warranty. We are unable to provide repair the item. 

• Initial Complaint

  Date:10/05/2022

  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.

  On 10/3/2022, I placed (1) online document print order number 6934055409.On 10/04/2022, I placed (3) more orders. Numbers **********, ********** and 6934064870.I picked up all of my orders on 10/4/2022.The nature of my dispute is that I need to delete all of my uploaded files and deactivate my online account.Their online portal doesn't have a deactivation option.I called their customer service line ************** and pressed option 3 to speak with a representative and was told that they couldn't assist me with deleting my documents or deactivating my account and that after 1 year of inactivity, then my online account would deactivate.I'm contacting you BBB to get a response from their technical or corporate system maintenance team to delete my files and/or completely deactivate my account.

  

  Business Response

  Date: 10/07/2022

  Staples regrets any inconvenience this has caused our customer.We have worked together and resolved the issue to the customer's satisfaction.