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:09/12/2022

  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.

  Hi Thank you for taking the time to read this and I'm hoping you can help me. I've been a big shopper at Staples- I love the deals and the rewards program. It seems like my staples account is restricted due to an order I made over the quantity limits. I obviously understand why limits are in place, but I had called in immediately after placing the order to explain what had happened. I placed one or two orders and my credit card did not have enough credit so I kept getting an email that my order was on hold. So I called my bank, transferred some credit and replaced the order again. Then, I got an email to call in to finalize the other order which I did and it seems that was the issue. I'm really hoping someone can clear this up as it was an honest mistake.Thank you and looking forward to hearing from someone.***************************

  

  Business Response

  Date: 09/13/2022

  Staples apologizes for any inconvenience caused to the customer. After further review, we are unable to unrestrict the customer's account. Per our terms and conditions listed on Staples.com, We reserve the right to limit the quantity of any item sold, or prohibit a sale altogether, including but not limited to prohibiting sales to resellers.

• Initial Complaint

  Date:09/08/2022

  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 purchased from Staples online service a laptop computer, (order# **********) for which I paid a total of $452.01. On 08/30/2022, Staples sent me an email claiming the package had been delivered, but no package ever arrived at my address. I was then promised a replacement laptop by 09/02; which also never arrived. I was then promised a full refund. That refund was then denied after Staples claimed my package was delivered and signed for. I never received, nor signed for any package; so no "signature" they have will match mine.

  

  Business Response

  Date: 09/12/2022

  Staples apologizes for any inconvenience caused to our customer. ********************** has spoken with the customer and resolved the issue to his satisfaction.

• Initial Complaint

  Date:09/06/2022

  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 purchased a printer HP copier and computer printer from Staples. I have tried numerous computers and had a technician out. The computer printer will not connect to the internet or work with any computer. I will gladly return to local staples for a refund. It hasn't and will not work!

  

  Business Response

  Date: 09/08/2022

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and advised him that we are unable to accept the return of the printer because it is two years past our 14 day return policy time frame.

  Customer Answer

  Date: 09/08/2022

  [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:09/01/2022

  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 August 27, 2022, at 1:41 p.m., via online, I ordered an office chair; an assembly service with SPAR, and a warranty program (order #**********). The transaction went through and my credit card was charged successfully. I received the chair in a box in a timely manner by a third party and then notified by SPAR via email. I called SPAR on the day of delivery that I had received the chair. They asked me what dates I wanted it assembled and they would call me back in 24 to 48 hours. 48 hours has passed. Every time I call them they state they are waiting to hear back from a technician and enter my information into the computer. I have been blown off. No where did it ever stated on line when I was ordering the chair I would have to go through this. I communicated with Staples Help Chat and ************* told me there is nothing that Staples can do. In short, Staples told me they will charge me for a "product" and then not stand behind it!

  

  Business Response

  Date: 09/09/2022

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and confirmed his chair has been assembled. As a goodwill gesture, we have refunded the customer the cost of assembly.

  Customer Answer

  Date: 09/10/2022

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

• Initial Complaint

  Date:08/29/2022

  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.

  I rented po.box from them and I been trying to reach someone for two weeks. So I can change my subscription had for year now I want monthly. They have my mail and been trying to pay the bio online its not letting me pay. I was trying to down grade it but its not letting me. So I was going to pay for year. But cant do that either. So can you please help me out.

  

  Business Response

  Date: 09/02/2022

  Staples apologizes for any inconvenience. We have provided the customer the contact information got Ipostal customer service. They can be reached at ************ or by email at ********************

• Initial Complaint

  Date:08/26/2022

  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.

  On 8/7/19 - I purchased a 4-Year in-house technician service from Staples for $199.99 Reference # ******** for receipt (ALSO A purchase of a ****** S340 laptop.- SALE ORDER #: ******* 15 006 ***** - STAPLES CUSTOMER # (REWARDS) # *********** - COMPANY NAME: STAPLES STORE #************************* - ITEM #/DESCRIPTION: 4Y BF COMP $300 +******** @ $199.99 - ON 5/9/22, I SENT AN EMAIL TO STAPLES OFFICE OF THE ********** **** #******** - I RECEIVED A RESPONSE FROM ******************** @staples.com> ON 5/9/22, OFFICE OF THE ****************************************** CUSTOMER RELATIONS SPECIALIST, ******************************************* OF THE ********** ********* ************** - ref:_00DA0XzYW._5006S1uagMF:ref --------------------ON 5/9/22 I RECEIVED AN EMAIL FROM ***************************** AS FOLLOWS:THANK YOU FOR THIS INFORMATION. YOUR FIRST STEP IN GETTING THE REFUND OF THE UNUSED SERVICE PLAN WOULD BE TO ATTEMPT TO CONTACT THE PROTECTION PLAN COMPANY ASURION. THEY CAN INITIATE A REFUND CHECK FOR THE PROTECTION PLAN. THEIR CONTACT INFORMATION IS **************. PLEASE LET ME KNOW IF THERE IS ANYTHING ELSE I CAN DO FOR YOU. BOTTOM LINE: I CONTACTED THE PROTECTION PLAN SERVICE FOR STAPLES AND NEVER HEARD FROM THEM OR STAPLES.8/26/22 I WOULD LIKE TO RECEIVE $25 FOR THE EXISTING TIME LEFT ON MY CONTRACT FOR TECH SERVICE FROM STAPLES (THAT THEY SIPHONED OFF TO AN #*** (THAT I DID CALL BUT THEY COULD NOT OFFER ANY SUPPORT; AND ANOTHER $50 LEFT ON MY TECH SUPPORT CONTRACT FOR 2023.PLEASE ADVISE ******************************* NEVER REC'D A RESPONSE FROM THE PROTECTION PLAN COMPANY ASURION.I WOULD STILL LIKE TO RECEIVE MY "UNUSED PORTION FOR THE AMOUNT I PAID STAPLES FOR "IN-HOUSE TECH SUPPORT," THAT WAS SIPHONED OFF TO AN ***#, WITHOUT MY KNOWLEDGE.

  

  Business Response

  Date: 09/02/2022

  Staples apologizes for any inconvenience. Upon working with the customer, we have resolved this matter.The customer has been refunded via check for the remainder of the tech services plan. Customer has decided to keep her Asurion plan.

  Customer Answer

  Date: 09/02/2022

  [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:08/26/2022

  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.

  Using *********** location to receive mail. Mail items at this location said they wont release my mail items to me. I can use my ID to verify my identity. Ive been having problems with the company. I should be able to get my mail items these are packages from Victoria ****** and iPad and one cell phone. Most of these came to this address by mistake; the location has excepted the packages and I feel that I should be able to get my mail items these items cannot be replaced and theyve already been excepted by the company.

  

  Business Response

  Date: 08/31/2022

  Staples apologizes for any inconvenience this has caused to the customer. The account with Ipostal is currently not up to date. The customer agreed to contact them to resolve this with Ipostal directly. Once this is resolved she should be able to receive her mail going forward with no further problems. The customer has our contact info should more help be needed so she can contact us directly

• Initial Complaint

  Date:08/24/2022

  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.

  Staples charged me $50 for order #********** which was supposed to deliver via email, but it never happened. It shows "Shipped" which does not make sense for an email delivery order. I contacted Staples several times for refund/delivery, wasting hours, and they refunded me $0 with Return Order #********** (I believe this is a system bug). This is essentially stealing money. I need an immediate refund or an immediate delivery of the item I bought.

  

  Business Response

  Date: 08/25/2022

  Staples apologizes for any inconvenience caused to the customer. ********************** has been in contact with the customer and he has been refunded. The customer was happy with the resolution

  Customer Answer

  Date: 08/25/2022

  [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:08/06/2022

  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 got A **** gift card From The arbor day foundation that they got from Staples.The card is issued By Meta bank.Card ******************* I Have ***************** Staples Case Num. (cs7998932), Arbor day foundation & **** Many Time None Can of Or Will Activate the card I Have Been Trying from Late April ** Activate the card.Selling Gift Cards That Can Not Be Activated Is Fraud I sent filed A Copy to Better Business Bureau, The ********* Attorney General Office,The federal reserve And My State Senator

  

  Business Response

  Date: 08/11/2022

  We apologize for the inconvenience encountered when attempting to make use of the card you believe originated from Staples. We are not able to assist in activating the card without the original receipt and purchase information. We recommend reaching out to the organization you're stating you receive the card from for further assistance.

• Initial Complaint

  Date:08/03/2022

  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 placed an order with staples through my classroom wallet around the end of May of 2022 I never received it I reached out to staples was told it had not been shipped & it would be shipped later or I would receive a refund I told the agent I would wait & prefer to receive the items the next day I received an email stating I was getting a refund I again reached out to staples & was told the box was damaged I had been in contact with staples numerous times regarding the refund was told it would take 1-2 billing cycles after waiting about 2 mos. I reached out again was told it had been refunded & I needed to talk to classroom wallet to release the funds After obtaining the refund I placed another order using the classroom wallets funds along with my personal money & also going on staples.com using my money to purchase additional items on 7/19/22 After doing so there's been nothing but problems & lies told to me Everyday there's a different delivery date For the items placed through classroom wallet it stated that the box was once again damaged & a refund would be issued I talked to a supervisor because I was confused why this continues to happen She called the warehouse spoke with someone who stated the box was at warehouse & would be shipped out that day but I would receive them the following day. I waited and waited still no delivery, I decided to call to see what was going on & was told it was delivered to the wrong address & a refund would be issued I asked to speak with a supervisor (***) who had no empathy for what I had experienced then I request a manager (****) he stated he would be reviewing the information (7/29) & he would call me on 8/1/ never happened called 8/2 sup. stated he would have **** callback that also never happened. Also there are numerous issues with my staples.com orders not being delivered stating the courier left it at the warehouse for at least 6 days in a row.

  

  Business Response

  Date: 08/10/2022

  Staples apologizes for any inconvenience this has caused our customer. We have addressed the issue with their deliveries and we are confidant the customer will receive orders as expected going forward.