Complaints

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

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• 

  Staples, Inc.

  500 Staples Dr Framingham, MA 01702-4478

• 

  Staples, Inc.

  275 Washington St Attleboro, MA 02703-5517

• 

  Staples, Inc.

  335 Washington St Woburn, MA 01801-2115

• 

  Staples, Inc.

  551 N Main St Providence, RI 02904-5722

• 

  Staples, Inc.

  465 Tuckahoe Rd Yonkers, NY 10710-5707

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

• Initial Complaint

  Date:10/04/2022

  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.

  On October 4 at 6:01 pm I arrived at Staples on del ***** blvd to pick up my mail that is been held through a third party ( IPostal) but before going to the location I called to make sure of the hours and the voice recording stated 7 pm was there closing time And the only reason I called was due to the hurricane, all business had temporarily been closing early. But when I arrived at the location at 6:01 PM the doors were closed I knocked on the door and the manager **** ******* came to the door and stated that they close at six. I informed her that I did call and it said 7 pm she stated it was temporary so they don't have to update the phone services. I informed her that I was there to pick up my mail from Ipostal and that I have been waiting for my mail and now that the **** has resume services it is being held by a ipostal. she went on to inform me that I cannot just pick up the packages that I had to make an appointment which was weird to me because one I never had to make an appointment and I never was informed that I had to schedule an appointment now to pick up my mail. She then proceeded to call another sales rep to confirm her story. I left upset because I have been waiting for this check that I should've gotten weeks ago but due to the disaster was unable and now its being denied to me because I was never informed by Staples or by Ipostal hat i have to mail an appointment when I go they every month to pick up packages and spend my money an never had to make an appointment. Also when I ask for the district manager's number. she denied me it by saying She cannot give it out . that number should be posted in every store so if customers have issues they should be able to call the district manager number but she did give me a business card with a generic number that was no help

  

  Business Response

  Date: 10/12/2022

  Staples apologizes for any inconvience. We do ask that customers make an appointment. If a customer does arrive at the store without an appointment, our staff can make one for the customer.

• Initial Complaint

  Date:10/01/2022

  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.

  REQUESTING A REFUND IN THE AMOUNT OF $30.45 FOR ORDER #********** REFUND WAS ISSUED, BUT WAS NEVER RECEIVED

  

  Business Response

  Date: 10/10/2022

  Staples apologizes for any inconvenience this may have caused our customer. We have explained to the customer that due to a system error at the time the order was placed he wasn't charged $27.97 since the order didn't close as shipped. The $30.45 was the pending authorization that drops off within the time period determined by the card holders bank. Therefore there is no refund due.
  
  The customer confirmed he received the order and has been advised to keep it courtesy of Staples as a good will gesture.

• Initial Complaint

  Date:09/29/2022

  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.

  wanted to have anti virus protection installed into my laptop...paid in advance, w/credit card this was on sat 9/24 i was told at the time it would be ready 9/25 first thing in the am ***** would call--- no call i called them ***** cld back YOU DONT CALL US WE WILL CALL YOU AT THE **** IT IS READY !!!!!!!!!!!!! I waited finally finally rcvd a call tuesday at approx noon time computer was ready and ***** asked me for my passcode numbers i informed he it was a pass word that i used not a passcode of numbers i asked if they didnt know the passcode how were they sure it was ready.....SHE SAID IT WAS READY I WENT TO THE STORE IT WASNT READY!!!not only was it not ready i could not have the computer back!!! i cld for the mgr ***** assured me it would be resolved..i dont like doing things like this but sometimes you have to. ************************* any help would be appreciated also it worked as i dropped it off it does not work now they also assured me all my money had been returned [t was not!!!

  

  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.

  Customer Answer

  Date: 10/14/2022

  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.]
  
  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:09/27/2022

  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.

  Purchased McAfee Security System. Key code did not work. Phone number on box no good sent me to a scam not McAfee customer service. ********************** refuse to assist. 3 hours later I was struggling on the laptop still causing me to miss one hour of work. Key code constantly would not download. Very simply Staples sold me a bad unit for $93. The customer service from the number on the box was not McAfee at all but a scam line. Staples sold it to me and then shut the door on me and refused to help me download it constantly telling me to call ******. This was rude and abusive especially to a senior citizen who spends a lot of money in Staples

  

  Business Response

  Date: 09/28/2022

  Staples apologizes for any inconvenience caused to the customer. We have reached out to McAfee on the customer's behalf and verified the key code is fully functional and active. McAfee offers the option to remotely assist customers having issues with properly downloading the product and utilizing it. We have been in contact with the customer and provided the information and their direct number ************.

  Customer Answer

  Date: 09/29/2022

  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. 

  I do not accept the response from business. Even as I am writing this I was thrown off the laptop I am taking the laptop in to get checked out for virus. This blanket apology is not acceptable for the hours of treachery I went through after I bought an attempted to install this product. I've had to run around and spend my gas money trying to solve the problem I am 15 miles from Staples in the country I am 15 miles from a computer repair store. I have also missed an hour of my senior job due to this and the fact that there is a virus in the laptop is slowing down anything I do on the laptop I will never buy anything from Staples again even if I have to drive twice as far to OfficeMax Office Depot or what have you the woman on the phone was atrocious and condescending and insisted I did something wrong when it was a bad McAfee virus protection product. ****** did not answer this was not McAfee nor did anyone on the consumer helpline help me. A friend from ********** at an office store helped me download the system and after it was downloaded I was contacted by various viruses my laptop jumped around without my permission etc etc. I want compensation for this nightmare. Thank you 

  

  Business Response

  Date: 10/04/2022

  Staples apologizes for any inconvenience caused to the customer. Our response stays the same. We have reached out to McAfee on the customer's behalf and verified the key code is fully functional and active. McAfee offers the option to remotely assist customers having issues with properly downloading the product and utilizing it. We have been in contact with the customer and provided the information and their direct number ************.

  Customer Answer

  Date: 10/04/2022

  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. 

   I do not accept their response I want compensation for my trouble 

• Initial Complaint

  Date:09/26/2022

  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 September 26, 2022, I went to the Staples at *********************************************************** with a $40 Staples Reward. Upon entering the store, I went directly to customer service to ask whether I would have a credit if I spent less than $40. The customer service person assured me that the Staples Reward would carry the credit, and that I did not have to spend the entire $40. In reliance on his promise, I decided to purchase a box of Disc Envelopes (50 for $16.99, an outrageously expensive price). I proceeded to pay, I handed the item to the same customer service rep, and he confirmed again that a credit would remain on the Staples Reward and I did not have to spend the entire $40. Therefore, in reliance on the promise extended twice, I expected to have a Staples Reward credit of approximately $23. I paid for the item using the Staples Reward, I exited the store, and the Staples Reward was no longer in the app wallet. I returned to the store immediately to inquire about this. The same person began asking co-workers because, as it turns out, he had misrepresented the rule to me. Eventually a person named ***, apparently the store manager, was brought over because none of the three Staples employees knew the answer. Val shrugged and offered to refund the $16.99. Your customer service rep lied to me not once but twice! Val could not **** cared any less. This lie cost me $23.

  

  Business Response

  Date: 09/27/2022

  Staples apologizes for the inconvenience. We have been in contact with the customer and provided a courtesy coupon as a goodwill gesture.
  I thanked him for bringing his concerns to our attention and they will be addressed.

  Customer Answer

  Date: 09/27/2022

  [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:09/25/2022

  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 bought a ****** Ideapad 5 Flex from Staples in JAN 2022. One morning I woke up to find a cracked screen. I assumed I dropped it because it was cracked but I could not recall dropping it. Staples sent it to Asurion due to the warranty I have. Later I found out the cracked screen was a common is*** with this laptop due to the way it closes. After a month, I got the laptop back but the screen went black and physical keyboard stopped working. I took it to Staples to be sent for repair again and was told if it couldn't be fixed this time, they would probably have to replace it. -didn't hear from anyone for 2 months. So, I called them last week. They said the manager would call me back because at the moment, they were with a "higher up" manager. The lady on the phone said she heard they might have to replace my laptop. I never heard back from the manager. I called the next day, 9/22/22. ******, another manager, said it was ready for pickup. He was nice but very concerned that a few employees told me they might have to replace it. At the end of the call, ****** even said, "if it isn't fixed this time, we may have to replace it". After waiting 2 months to get it back, the physical keyboard still doesn't work. I called another manager today, 9/25/22, and she places all blame on Asurion and will not replace this faulty product. I DID NOT DROP THIS LAPTOP. The screen crack was not caused by me. The manager, *****************, was very nonchalant, unconcerned. When I told her I might *** or file a formal complaint, she said to do it because I would be suing Staples or ****** and not "her" personally. She kept saying all they could do was send it for repair again and "make sure it was fixed right this time". Why didn't they do that the first 2 times? She seemed so unconcerned and kept repeating the same thing. I'm not proud, but I was SO frustrated, I hung up on her. I want this laptop replaced. It's been broken or "in repair" longer than it's worked.

  

  Business Response

  Date: 10/05/2022

  Staples apologizes for the inconvenience. Staples is offering a one-time courtesy and sent a Staples gift card by email to assist in this matter. The customer was advised of this offer. 

  Customer Answer

  Date: 10/12/2022

  [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. I have used the gift card to replace the defective laptop. Im keeping my fongers crossed there will be no issues with the new one.

  Thank you for resolving this situation.

  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/21/2022

  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 went to staples store to buy an office chair, I explained them my back pain issues and the store associate suggested me to buy the ALL33 Backstrong chair along with the insurance plan, so that I can exchange the chair, if its not reducing my pain. I believed their word and bought the chair along with the insurance plan they suggested. After using the chair for 3 weeks, my pain got worse and I had to start the physical therapy sessions to reduce the pain. I reached out to the store, they told me that they can't do anything and I have to file an insurance claim. They rejected saying that they can accept the claim only if the chair is damaged. The store associates lied to me about the insurance plan and sold me the high priced chair. After spending nearly $700 for the chair and another $2000 for Physical Therapy, I'm struck with a chair which I can't use. Store #: **** Date: 7/14/2022 Transaction # : *****

  

  Business Response

  Date: 09/30/2022

  We apologize for the negative experience encountered with the chair bought at Staples. As we discussed, we were able to accept the return and issue the refund as a courtesy. We hope that this experience will not deter you from shopping at Staples in the future.

• Initial Complaint

  Date:09/19/2022

  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 went to Staples and mailed a package on 8/10/2022 and it was stated to be delivered on 8/12/2022. I called ***************** at Staples and filed a claim since the package was not delivered. The claim# is ******** and I provided a receipt of the items enclosed in the package and was told I would receive a refund from **** Two weeks ago I spoke to ***************** and they stated *** had the claim and they would be processing it in 2-3 business days. Here it is a 2 weeks later and today the representative told me *** denied the claim stating they did not receive the package. I gave it to Staples and have a receipt and want my money. The tracking number from *** is 1Z5AR1510396671390.

  

  Business Response

  Date: 09/28/2022

  Staples apologizes for any inconvenience. We have researched the claim, and provided the customer a full refund.

• Initial Complaint

  Date:09/17/2022

  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 store refused to accept my purchase back for full refund. I have was not advised of the purchase or sales conditions at the time of the purchase.

  

  Business Response

  Date: 09/21/2022

  Staples apologizes for any inconvenience. We are unable to return software that has been opened. As a goodwill gesture, we have issued a gift card so a different software can be purchased.

  Customer Answer

  Date: 09/21/2022

  [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:09/12/2022

  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.

  On Sept 2nd I placed an order via the Staples website. I tried to use paypal, but the Staples website was broken and unable to take paypal payments, so I ended up using my credit card instead. The order I placed, with the credit card, is: ********** But, paypal still moved money from my two attempts at paying with paypal into a hold, waiting to see if Staples will approve of those payments. I contacted Paypal to cancel these, but they said only Staples can do so and gave me this email address to notify you to cancel these payment authorizations.All attempts to contact Staples via email or phone did not result in them releasing this money back to me.The two Paypal transaction IDs you need to cancel are:***************** (Invoice ID: ********** ) and 24M39941D5817501R (Invoice ID: ********** )

  

  Business Response

  Date: 09/20/2022

  Staples has apologized to our customer for the inconvenience and explained that that this was due to a global issue for PayPal that affected many retailers and they were unable to accept or process any payments through PayPal.
  The pending authorizations are placed by PayPal and can only be removed by them. Per their T&C it can take up to 30 days.