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.

  3100 14th St NW Ste 115 Washington, DC 20010-2473

• 

  Staples, Inc.

  9318 Roosevelt Ave Jackson Heights, NY 11372-7944

• 

  Staples, Inc.

  1949 Stillwell Ave Brooklyn, NY 11223-2441

• 

  Staples Office Supplies

  3742 N Federal Hwy Lighthouse Point, FL 33064-6610

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

• Initial Complaint

  Date:01/16/2025

  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 an Apple Pencil *** 2 in store right before christmas. It was compatible with my iPad pro 3rd Gen 2018. While the pencil would pair and charge, when I try to write on notes nothing would be written. I tried with another pencil borrowed and that one is able to write. I don't know what the issue is and ***** warranty said likely won't ***lace. Unfortunately Staples *** was not able to find my order linked to my rewards account because I bought it in store, so i tried to return it on Jan 10 and 11 for store credit lowest selling price of $95 tax included but the manager was not there to approve. If possible I would like to send the pencil back, still with original box

  

  Business Response

  Date: 01/17/2025

  Staples apologizes to the customer for the inconvenience. We have been in contact with the customer and have provided him with manufacturer information for the warranty

• Initial Complaint

  Date:01/15/2025

  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 need to have my money refunded.Staples charged me $81.96 to ship two packages (each containing a dozen cookies) to ******. They did not inform me at the time that it would wind up costing more than that -- so when the packages showed up, the delivery person would not hand them over to either recipient until they paid an additional $35 in excise charges. One of the recipients -- an elderly person living on her old age pension -- could not afford that. So she had to refuse delivery, and called me up in tears to tell me about it. Multiple trips to the store and phone calls to Staples' ***************************** resulted in nothing. They take no responsibility. It's not their fault, nothing they can do, they can't control what happens in ******, etc. I pointed out that if they had only informed me at the time that this was a possibility, I would never have proceeded with the shipment at all. This is when they pointed out that all kinds of possibilities are listed in tiny print at the bottom of my receipt, which I had signed. Again, not their fault. This is appalling, and makes a mockery of "customer relations". I will never, ever shop at Staples again -- and I will encourage others not to do so, either.

  

  Business Response

  Date: 01/17/2025

  Staples apologies to the customer for the inconvenience. We have spoken with the customer and advised ********************** is unable to issue a refund as the *** is determined by the receiving country for international shipments.

  Customer Answer

  Date: 01/17/2025

  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 this response from Staples.  It is in fact not a response at all it merely reiterates what I was told before.  It is therefore clear that Staples has given no consideration whatsoever to this procedure.  They are merely claiming to be helpless in the face of actions on the Canadian side, and taking no responsibility for failing to inform the customer that this was a possible outcome.  Having sent packages to ****** dozens of times before through ****-Canada Post, with no problems or extra charges whatsoever, I was certainly not prepared for or expecting anything of the kind.  This information should clearly be part of whatever Staples considers to be their obligation to their customers.  Having failed at that obligation, they should: a) take responsibility; and b) refund the $81.96 they charged to deliver packages that were doomed by their informational breakdown. 
  
  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: 01/29/2025

  Staples apologies to the customer for the inconvenience but our response remains the same we are unable to issue a refund as the *** is determined by the receiving country and Staples would be unaware a fee would be applied prior to shipping.

  Customer Answer

  Date: 01/30/2025

  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. 

  Once again, Staples is not responding to any of the issues raised in this complaint.  The company is merely reiterating both their ignorance of procedures on the Canadian side, and their helplessness in the face of those.  This response leads to two possible interpretations.FIRST: if Staples is indeed both ignorant and helpless, then they have no business offering a service for which they can provide neither completion nor support.  Or SECOND: they are making a claim to a level of ignorance and helplessness which, on the part of a multi-million dollar corporation, would seem disingenuous at best.  Either way, the outcome is the same.  They owe this customer whose packages were ultimately never delivered, and whose time has been wasted the $81.96 that was spent in good faith at their store.  Staplescontinuing insistence on withholding my $81.96 is baffling.
  

  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: 02/07/2025

  Staples apologizes for any inconvenience. Our response remains the same.

  Customer Answer

  Date: 02/10/2025

  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. 

  Once again, Staples has demonstrated that they are not committed to good business practices.  I cannot see where they are showing that they have any respect for constructive engagement; they do not have any regard for the experience of their customers, nor do they respect the efforts of the Better Business Bureau in working toward a resolution. They have merely responded with one sentence indicating that they made a response previously, and that's that.  I fail to see where Staples is making any good faith efforts whatsoever.  So I can only reiterate the fact that my $81.96 needs to be refunded, since they failed to provide crucial information regarding the original transaction.  I am still hoping that they will respond in a constructive manner.  And I remain baffled by their stance.
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:01/13/2025

  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.

  ************************** is requiring total wines $25 E-gift card to pay $9.95 shipping. While other e-gift cards do not have this problem. E-gift cards are e-delivery only. No shipping required. I have contacted staples many times about fixing the issue. They still havent done it. It should be an easy fix. Its the system recognizing the total wines $25 e-gift card as a physical item instead of a e-gift card.

  

  Business Response

  Date: 01/20/2025

  Staples has apologized to the customer for this inconvenience and delay in resolving the issue with the delivery fee being added to her 2 orders for EGift Cards. Both orders have been refunded the delivery fee and reported this issue that has now been resolved. The customer will be able to place an order on ************************** for this egift card without being charged the $9.95 delivery fee.

  Customer Answer

  Date: 01/21/2025

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

• Initial Complaint

  Date:01/11/2025

  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 January 11, 2025, around 5:50 PM. I came to pick up an Instacart order, following the instructions to go to the print copy desk. I was directed to customer service, where I interacted with an employee named ******.She greeted me with a yawn and made it clear that she was uninterested in helping. When I explained that I was there to pick up an Instacart order, she told me they dont handle Instacart orders without even bothering to check my order details. I tried to show her the order info but she continued to talk over me and refused to listen.I asked her name, she spelled it out three times, making sure I got it right, almost as if she was proud of her rude behavior. Her tone and attitude were mocking, and she seemed more interested in belittling me than assisting with my order. As someone with social anxiety, this interaction made the situation even more overwhelming.I tried to remain calm and suggested that she take a deep breath and listen, but she ignored me and continued to act dismissive, turning her head away while saying "sure." The entire experience felt humiliating. To make matters worse, she told me to leave and claimed that she had called the police. She further insulted me by saying the voice message indicated "animal control," and when I responded with sure, call animal control, she cruelly stated that I "looked like one."After this, I sat down, cried, hoping to resolve the issue and wait for the police, but they never showed up. I eventually left the store feeling disgusted, humiliated, and upset. The lack of professionalism and basic decency displayed by ****** I was left with an overwhelming sense of distress that has only worsened my social anxiety.They should review the surveillance footage of this incident, as it will clearly show the disrespectful way she spoke to me and her overall dismissive attitude. Listening to the tone and seeing her behavior firsthand will, I believe, confirm the unacceptable nature of her conduct.

  

  Business Response

  Date: 01/15/2025

  Staples apologizes for the inconvenience. We have been reaching out by both phone and email with no response from the customer. If more help is needed the customer can contact us back using the contact information given in the email to them. Regardless of whether a contact back is made or not the situation will be reviewed internally and addressed appropriately based on our findings.

  Customer Answer

  Date: 01/15/2025

  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 # ********.

  I am extremely disappointed that instead of a personal, thoughtful response, I was sent an automated message, which fails to address the severity of the situation.

  As I mentioned in my first message, an employee at your store insulted me in public by calling me "looking like an animal." This not only traumatized me but also worsened my social anxiety. I tried to remain calm, but the employee continued to verbally attack me, speaking over me as I was simply trying to pick up my order and clarify what information was needed. I was met with rudeness and hostility, and the situation only escalated.

  The behavior I experienced is entirely unacceptable, and I strongly believe that the employee involved should not be in any position where they are interacting with customers. I would like to remind you that insult charges in many jurisdictions start from $500, and I am considering pursuing legal action should this situation not be handled properly. 

  I am requesting detailed information regarding what actions are being taken to address this matter. Specifically, I would like to know how this employee will be reprimanded or warned so that this kind of behavior does not happen to anyone else in the future.

  If this is how Staples is willing to treat its customers and allow employees to represent the company in such a negative way, it reflects poorly on your entire organization. I trust you will take this complaint seriously and provide a response that outlines the steps you will take to prevent future incidents.

  Regards,

  Elif

  

  Business Response

  Date: 01/24/2025

  Staples apologizes for the inconvenience. The customer and ********************** have been in contact. We have addressed the situation based on the original feedback and the additional details that were shared during our conversation. We do take this feedback very seriously  

• Initial Complaint

  Date:01/08/2025

  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.

  I purchased a guarantee service with Staples ************ The shipment was medicine for my son and it was shipped to ***** ok with a guarantee to arrive by 10:30am on 12/24/2024. My son was unable to pickup due to item arriving late. He then had to leave because he had a horse trailer he was towing and had to return because of failure to deliver the item on time. This was paid as a guaranteed service in the amount of *****. The in store clerk stated that it was a guaranteed service that was why the fee was so high to deliver. Because of the circumstances I paid the fee for delivery and expected the service that was guaranteed, but did not receive.

  

  Business Response

  Date: 01/13/2025

  Staples apologizes for the inconvenience we may have caused the customer. We have worked with the customer to find an alternate resolution that is acceptable.

  Customer Answer

  Date: 01/13/2025

  [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,
  
  ***** Coville *******

• Initial Complaint

  Date:01/08/2025

  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.

  Dear Staples Customer Service,I am writing to express my deep disappointment and frustration regarding the refund I was promised for my order number **********. Despite your clear assurance that I would receive a refund, I regret to inform you that I have not received any reimbursement to date.This situation is particularly concerning as I have concrete evidence of the promised refund, which I am prepared to provide if necessary. It is disheartening to find myself in a position where I must follow up on a commitment made by your company.The lack of follow-through on your part is not only inconvenient but also raises questions about Staples commitment to customer satisfaction and business integrity. As a loyal customer, I expected better service and reliability from your organization.I kindly request that you address this matter urgently and process the refund as initially promised. Please provide me with a specific timeline for when I can expect to receive the refund and an explanation for the delay.

  

  Business Response

  Date: 01/09/2025

  Staples apologizes for any inconvenience caused to the customer. We have thoroughly investigated this issue and we are not able to process a refund.

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my computer that I thought did not work anymore to staples on 01/04/2025 to be recycled. on 01/05/2025 I received notification that my files on the computer were accessed. This is a breach of my privacy.

  

  Business Response

  Date: 01/14/2025

  Staples apologizes for any inconvenience we may have caused the customer. We have worked with our customer to resolve the issue.

  Customer Answer

  Date: 01/14/2025

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

• Initial Complaint

  Date:01/02/2025

  Type:Order 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 trying to purchase a $400 *************** gift card for a Christmas present for a loved one to purchase a flight. Staples **** is falsely advertising themselves as *************** making it very confusing for the average consumer to know they're not actually purchasing from United but from ************************** only for branded United apparel. - ****** search for United Gift Cards brings up ****************** with a United Logo which leads consumers to believe this is a ************** (not **************************) - This landing **** says nothing about ************************** or that these gift cards are not for United flights ************************************************* - There is small fine print in red saying this isn't for airlines but it was very easily missed - Staples won't allow any cancellations or refunds for gift cards - I've called and emailed and they haven't gotten back to me about canceling this transaction since this purchase was made in error due to their misleading advertising.

  

  Business Response

  Date: 01/10/2025

  Staples apologizes to the customer for the inconvenience. We have been in contact with the customer and feel the customers concerns have been addressed

• Initial Complaint

  Date:01/02/2025

  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.

  I placed an order on 11/13/24 for several ink/toner items and office supplies. I utilized a promo for 40% back in points. Apparently Staples ran out of 2 of the toners and for some reason initiated a return of them instead? I have now spent almost 3 hours on chats and the phone with customer service trying to get my points for the delivered items and it's getting to be ridiculous how much customer service has just flat-out lied to me. I was told on 12/20/24 that it was sorted out and I would have my points within 2 days. Fast forward to today, 1/2/25 and I still don't have any points from this order. I was supposed to receive a call from a supervisor in regards to this and still have not received that call either. The items that have been delivered and paid in full are:Brother TN 770 Black Extra High Yield Toner Cartridge, Item #: ********|, Model #: TN-770 3 @ $130.69 = $392.07 ******* 801 Black High Yield Toner Cartridge (80C1HK0), Item #: ******|, Model #: 80C1HK0 2 @ $125.09 = $250.18 ******* 801 Magenta High Yield Toner Cartridge (80C1HM0), Item #: ******|, Model #: 80C1HM0 2 @ $138.39 = $276.78 ******* 801 Cyan High Yield Toner Cartridge (80C1HC0), Item #: ******|, Model #: 80C1HC0 1 @ $138.39 ******* 801 Yellow High Yield Toner Cartridge (80C1HY0), Item #: ******|, Model #: 80C1HY0 1 @ $138.39 Hammermill Copy Plus 8.5" x 11" Copy Paper, 20 lbs., 92 Brightness, 5000 Sheets/Carton (******), Item #: ******|, Model #: ******CT/27061 2 @ $38.99 = $77.98 Dial Antibacterial Defense Foaming Hand Soap Refill, Spring Water Scent, 30 Fl. Oz. (***********), Item #: ********|, Model #: 0*********** 3 @ $13.29 = $39.87 Dial Complete Antibacterial Foaming Hand Soap, 15.2 Oz. (DIA98606), Item #: ******|, Model #: DIA98606 1 @ $11.39 Ink/Toner Sub-Total: $1,195.81 Non-Ink/Toner Sub-Total: $129.24 Tax: $82.81 Amount Paid: $1,407.86 (billed to Amex on 11/14/24) Please credit my account with these missing points. I am very tired of broken promises from Staples.

  

  Business Response

  Date: 01/10/2025

  Staples apologizes for the inconvenience. This has been researched and the points have been added. The customer was advised of available points on his account as of today

  Customer Answer

  Date: 01/10/2025

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

• Initial Complaint

  Date:12/31/2024

  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 expecting it as a Christmas gift but it was nowhere to be found , staples then sent me a replacement but seems to have sent it to the wrong place and agreed to send me one final replacement . It seems like they canceled it and now Iam out of almost 300$ ********** is my order number if they agreed to it and sent me emails confirming as well as I have the chat transcripts they have to keep their word . I would like to please just be refunded for my issues that have sprouted from ordering from staples which doesnt even use a. Reliable delivery service

  

  Business Response

  Date: 01/08/2025

  Staples apologies for the inconvenience, we have advised the customer at this time we cannot replace or reship the order.