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:08/03/2022

  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.

  Last year I purchased some office items and water from STaples .com. Some of the items were missing and the rest were damaged and Staples first told me to throw them out and then later asked to pick them up for a full refund. Months went by and no refund has processed so I spoke to customer service and they told me to contact my bank who would process the refund faster, which I did, with a dispute. The Bank contacted me today stating that Staples disputes the dispute and that it is being closed. They told me the information they provided was the opposite of what they told me. I am asking for these orders to be refunded as I didn't receive the correct merchandise or it was damaged and picked up / returned or thrown out as Staples advised. two amounts charged on account ending in **** $60.53 and $138.11 Please ask if you have more questions. I am also a disabled person.

  

  Business Response

  Date: 08/04/2022

  Staples apologizes for the inconvenience. The customer was contacted previously in January 2022 regarding excessive returns and the decision was made to not refund any other orders. Our position remains the same. The customer was advised they are welcome to shop in-store.

• Initial Complaint

  Date:08/02/2022

  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.

  Two backpacks were purchased on 7/13/2021 for the price of ***** each. The Staples employee offered a protection plan for an additional **** for each backpack. The employee failed to disclose that the items purchased already came with a one-year protection plan through JANSPORT. I was pushed to purchase the Asurion two-year protection plan with the wrong information. The employee made me believe that I could simply walk into Staples and exchange the backpacks as long as I was in possession of the original receipt. That was not the case, I went to Staples to try to exchange the backpacks a year later on 7/26/2022 and was told by an employee that I had to make a claim and that the process would take about a week. This was surprising to me because this was not explained to me at the time of the original purchase a year prior on 7/13/2021. I feel deceived and humiliated, I went to the store thinking I would make an even exchange and went back home without anything. I made the claim through Asurion which was quickly approved due to my request for the claim to be expedited. Today 08/02/2022 I have yet to receive the gift cards for ***** each that were to be emailed to me within ***** hours of my claim being approved on 7/26/2022. Asurion My children will go back to school tomorrow and the backpacks were to be used by them. I am disappointed to be in this situation and wished that I had never agreed to purchase any additional insurance, I also regret trusting the Staples employee with providing honest information.

  

  Business Response

  Date: 08/10/2022

  Staples apologizes for any inconvenience this may have caused the customer. As the customer never received her refund from Asurion, Staples has spoken with the customer and Asurion, Asurion has agreed to have a full refund in the form of a check issued to the customer.

  Customer Answer

  Date: 08/10/2022

  [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:07/28/2022

  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.

  Background: On July 22 2022 I sent a small package via *** second-day-air at the Staples, *********, ** store.Under guidance of the Staples employee at the store *** desk I filled out the shipping label and saw him print it out and put it on the envelope-package; I paid approximately $31. for the *** transaction. I received a *** shipping number via email that same day with the status bar showing that the package had not yet entered the *** system.. The shipping number was 1Z4AR6770237366651.When the package had not arrived by 7/27/2022 I verified that *** had not yet received the package from Staples. With some difficulty including three phone calls that were answered and either mis-directed to other areas of the store or dropped, I reached the office manager at the ********* Staples and asked why the package had not been transmitted to *** on the 22nd. I called *** then, and they informed me that the package had just entered their system (about 6:04 pm). After I explained the situation and the urgency of the delivery after the long delay at Staples, *** informed me that the package would be delivered the next day (Thursday 28 July) to the addressee in Rochester. However, on the following morning -- the morning of the 28th, on contacting *** they reversed themselves and said that because the package had been entered as 2 day air, it would not be delivered until Friday 29th. Further investigation indicated that it would be Friday afternoon. As the document in the package is needed for the recipient's air travel on the morning of Friday morning, it was clear that both trouble and expense would be triggered by the late delivery, including potentially forfeit of the cost of an ****** ticket.Complaint: Staples was responsible for a long delay in entering the package into the *** system after it had accepted the package and issued a tracking number for it. Staples further caused harm by failing to instruct *** to deliver overnight given delay..

  

  Business Response

  Date: 08/09/2022

  Staples apologizes for any inconvenience caused to the customer. Packages are not scanned by *** until they reach the *** Fulfillment center and *** did have possession of the package. As a goodwill gesture, the customer was offered a coupon but we are unable to refund the transaction.

• Initial Complaint

  Date:07/22/2022

  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.

  The tracking on My order #********** said delivered, no one was home to receive/sign for it, so when I got off of work I headed home to find no package to be found, it was dark out so I searched for it in areas illuminated by my porch light and couldnt find anything, the next day I contacted staples support, and told them about what had happened and they promised me a refund for my missing package, I received an email later stating that my refund was denied because the tracking says delivered. I sent an email regarding this and a representative told me to call staples support, so I did and I was in the phone for about 20 min explaining my problems and the rep I was speaking with said It was a technical error in the system and I would receive a refund to my original payment method. I later received the same email stating the refund was denied and I sent a few more emails regarding this and all the responses back were saying the tracking shows delivered so they cant do nothing.

  

  Business Response

  Date: 07/22/2022

  Staples apologizes for any inconvenience.  Upon additional investigation, we have provided a full refund for the order in question. 

  Customer Answer

  Date: 07/22/2022

  [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:07/21/2022

  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.

  Date of transaction: 7/20/2022 at 11:51 AM Amount of money spent: $280.89 Staples has a PAYPAL integration on their website checkout for online orders. I used the Paypal checkout on the Staples website to finish my order. The order was received, and the amount was drafted from my bank account. After receiving my confirmation email from Staples telling me my order was received and that I would need to wait for a follow-up email to go pick the desk up from the store. I waited 4 hours with no email reply, so I went to the store, and they informed me that my order was not showing in the system. They then made ME call corporate customer service to see about the issue they caused. Once I reached the corporate office, I was told that their systems with Paypal weren't working correctly, and that's the reason for the nonexistent order in the system. They told me I should PAY AGAIN WITH ANOTHER CARD even though the Paypal transaction went through on their site. I refused, and then during the phone conversation, the Staples rep informed me that Staples is working on the issue and to wait 24 hours to get the confirmation email. I did wait 24 hours, and before I could call Staples, they completely canceled my order and told me I would not be charged. Too late, I was already charged that amount. I called corporate again, was on hold for 45 minutes, and then HUNG UP ON. They never resolved the issue, apologized for the awful system, and continued to allow PAYPAL TO BE USED ON THEIR ONLINE STORE, MAKING THIS DIFFICULT FOR EVERYONE. I now have to go back into the store and CHARGE MY CARD AGAIN because they refuse to work with me and every rep I speak to hangs up after putting me on "hold". Criminal activity.I want a complete refund of the desk.ORDER NUMBER: #**********

  

  Business Response

  Date: 07/26/2022

  Staples apologizes for any inconvenience caused to the customer. We have investigated
  this issue and there were technical difficulties with PayPal payments at the
  time the customer placed his order, but it has been resolved. We have been in
  contact with the customer, apologized for the inconvenience, and explained the
  circumstances.

  Customer Answer

  Date: 07/26/2022

  [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:07/21/2022

  Type:Sales and Advertising 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 was a Premier member of Staples Rewards after spending over $1000 last year. Somehow Staples changed their terms and conditions that reset my ink purchase requirements that I had to buy more ink again in July to be able to recycle 20 cartridges every month. I purchased a pack of ink and now my membership was changed to Base instead of Premier. Now I can only recycle 10 cartridges for rewards. I contacted Staples today July 21 when I found out and did not get a proper answer why my membership was changed. My membership is **********.

  

  Business Response

  Date: 07/29/2022

  Staples apologizes for the inconvenience. The customer and ********************** have been in touch and discussed this. Options have been provided and we will finalize the outcome next week directly 

• Initial Complaint

  Date:07/19/2022

  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 ***** chair from staples store, and it's constructed of bonded leather, this product failed and i requested replacement. The support services shipped me a replacement back but not the seat. The replacement back came delivered damaged, looks used and is already pealing. I contacted support and asked for my chair to be replaced with FlexFit Hyken Mesh Task Chair, Black (UN59460), a non-bonded leather task chair. They refused, stating that replacing parts was a courtesy. At one time i was directly told the chair had a 12-year warranty but since they did not have the parts, it was unfortunate. I am seeking a full replacement of this chair with a non-bonded leather chair FlexFit Hyken Mesh Task Chair, Black (UN59460) shipped to me. Bonded leather is a KNOW Defective material, its use should be made illegal, there are hundreds of reviews detailing this issue. The company knows about this but continues to sell these defective products. I cannot get the correct parts; A replacement is the least they can do. The open case number is Case number ******

  

  Business Response

  Date: 07/22/2022

  Staples apologizes for the inconvenience. We have been in contact with ************** and have replaced his chair with the FlexFit Hyken Mesh Task Chair, Black (UN59460) . ************** is happy with the resolution

  Customer Answer

  Date: 07/22/2022

  [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:07/15/2022

  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 received a text coupon from Staples stating that I had a one day use for $25 off a $150 purchase and to follow the link that day as there was no coupon code. I clicked on the link and it took me to a page where it said coupon but no coupon code. I added my 2 items that equaled over $150 and the $25 coupon wasnt taken off. I tried to contact Staples that day about the coupon but live chat was unavailable and I was disconnected from a phone agent when I called so I was unable to receive the $25 off coupon. I am requesting that I get to place my order for the two office chairs at $89.99 each with the $25 off coupon.

  

  Business Response

  Date: 07/20/2022

  We apologize for the difficulty encountered when attempting to order the chairs on promotion at Staples.com. We appreciate your feedback and business with Staples and would be happy to assist with products and coupons currently available. We hope that this experience will not dissuade you from shopping at Staples in the future.

  Customer Answer

  Date: 07/21/2022

  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.]
  Staples refused to honor their coupon for the day I was to make the purchase. I did not make the purchase because the agent I contacted refused to honor that coupon on that date. A company should have good customer service and honor their coupons. Very poor customer service.
  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:07/14/2022

  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.

  Today my friend went to the staples **** in **********. The shipping supervisor Esela was really mean to my friend. He was helping me with sending my stuff over to my new home. He has never shipped with staples before and she was making it even more difficult for him. She didnt let him use the store tape behind the counter which was meant for the customers, she forced him to purchase a new roll in the store. He asked her if he could have her print out the label for him, she told him to use the self help printers instead of giving out the store email and print them out for him. She saw him struggling with the self service printer since hes never used it before but did not offer to help him at all. They also had some coupon at the counter thats available for the customers, she told him he cant use it and it was for display purposes only. That is not true because we had used it before and they are indeed valid coupons. Finally she told my friend he could not use the box that he had, she was not going to accept the package drop off unless he purchase a new one. Shes definitely the employee who is truly money oriented and does not care about the customers at all. The store manager ******* was actually nice. Im requesting $40 credit to reimburse the unnecessary purchase caused by ******.

  

  Business Response

  Date: 07/22/2022

  Staples apologizes for the inconvenience this has caused our customer.  We have spoken with the customer directly and assured him his concerns would be addressed accordingly.

  Customer Answer

  Date: 07/26/2022

  [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:
  
  it was a pleasure talking to you. Thanks bree

   

  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:07/14/2022

  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.

  Staples offers a paid membership program to join. Part of the membership, you get to choose 5 custom pick items, which are supposed to be priced lower.They are offering Tide 138 oz, at 50% savings but it is discontinued. you cannot order it, so why offer it as a custom pick?The answer is to get you to buy the Tide at full price, that is readily available. Tide 154 oz readily available, full price.Staples is taking away all of the custom pick items.https://www.staples.com/tide-he-turbo-clean-original-liquid-laundry-detergent-154-oz-60554/product_24434557 https://www.staples.com/Tide-HE-Laundry-Detergent-Original-Scent-150-oz/product_1482730

  Customer Answer

  Date: 07/18/2022

  on 6/18/2022 i purchased an toner cartridge from staples. the total i spent, not incl tax was $49.68. I used a staples coupon for 50% back in rewards on ink and toner. I was monitoring my account the entire month, and the rewards amount was never correct. I reached out to staples via ******** and they said to just wait until july, then take it from there. Well, my rewards posted today, and I only received $10 for the purchase of the toner cartridge, which is not 50%, I should be receiving $25.

  

  Business Response

  Date: 07/22/2022

  Staples apologizes for any inconvenience.
  We have issued a coupon for the customer for the missing rewards earned.
  We have forwarded the feedback on our customer pick items and the discount offered to our product specialist team. We continuously review the items and the discount we offer.