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Business Profile

Office Supplies

Staples, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Office Supplies.

Complaints

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

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Staples, Inc. has 1666 locations, listed below.

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    Customer Complaints Summary

    • 396 total complaints in the last 3 years.
    • 133 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/31/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 December 23, 2024, I placed order # ********** for a "Let's Eat" $50 gift card for $40. The product page on ************************** for this item specified "Email Delivery" and that it would be "Delivered electronically" (which it still does as of the day of this complaint). On the checkout page, it again specifies delivery as "Electronic Delivery" (which, again, it still does as of the day of this complaint - attached is a screenshot taken when writing this complaint showing this).I received a confirmation email that said "We've received order #********** and are processing it now. Your digital download and instructions will be sent to your email address in less than 1 business day." The email also said "Your eGift Card will be sent to your email address in less than 1 business day". I've attached a copy of this confirmation email.Based on the above, I believed I was ordering a gift card that would be delivered via email and in time for Christmas. The gift card actually ended up being shipped via mail and is arriving much too late. The way the item is advertised on Staples' website and shown on the confirmation email is quite misleading.The gift card has not yet been delivered, so I am writing this complaint to hopefully reach someone who will take action to promptly cancel and refund this order. Thank you for your help.

      Business Response

      Date: 12/31/2024

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

      Customer Answer

      Date: 12/31/2024

      [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 appreciate Staples quickly resolving this issue. Thank you for your help!

      Regards,

      ***** ********

    • Initial Complaint

      Date:12/30/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      order # ********** I ordered a Brother printer drum, which was delivered and left on my doorstep. However, when I returned home, the item had been stolen. I immediately contacted Staples, and they agreed to send a replacement to my local store for pickup. The store is located at ******************************* Unfortunately, there was a significant delay in the delivery. I then requested a refund but later received an email stating that the order had been delivered.When I went to the store to pick up my order, it was not there. Upon checking the delivery confirmation, I noticed that the address listed was **************, which is incorrect and does not have any business located there. The representative mistakenly wrote the wrong address for delivery. Despite this, Staples has been unwilling to assist me, and I have not received the item. I am requesting a full refund as I do not have the product.

      Business Response

      Date: 12/31/2024

      Staples apologizes for any inconvenience. A full refund has been issued the customer.

    • Initial Complaint

      Date:12/28/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 am writing to formally address an issue with my recent order (#**********), which was not delivered to me. I have significant concerns regarding the proof of delivery provided and the service I received in attempting to resolve this matter.Upon reviewing the proof of delivery, I noticed the following:The photo provided shows a random individual, with no clear signature or confirmation of delivery.There is no visible evidence of where the package was delivered, such as an apartment number or recognizable location.I live alone and was at work at the time of delivery. I can provide documentation confirming my work hours (9 AM to 5 PM, Monday through Friday) at my banking job.When I contacted your customer service team, I was assured a refund would be processed. However, no refund has been issued to my original payment method. Failing to follow through on this promise is a violation of merchant and consumer protection regulations.Furthermore, I found the behavior of your phone representatives unacceptable. They were rude and disrespectful, refusing to connect me to a manager when I requested escalation.Please also note that my order was delayed before this delivery issue occurred, adding to my dissatisfaction with the overall service.Given the circumstances, I am requesting a full refund of my purchase to my original payment method. The delayed delivery, failure to properly deliver my order, unfulfilled promise of a refund, and substandard customer service have left me with no confidence in Staples reliability. Unfortunately, this experience has also influenced my decision to no longer shop with Staples in the future.I kindly request a prompt resolution to this matter. Should I not receive a satisfactory response to I may escalate my complaint to the appropriate consumer protection authorities. I also have recording of every interaction as well and the recoding of the agent promising my refund on 12/27/24 at 8:09PM EST.

      Business Response

      Date: 01/03/2025

      Staples apologizes for the inconvenience we may have caused the customer. We have been in touch with the customer and advised after further investigation we are unable to meet his request.

      Customer Answer

      Date: 01/03/2025

      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 have provided evidence such as my time card from my employer that I was at work at the time of delivery in which I did not receive. I can also provide a lease agreement which shows Im the only person who lives at my house as well as pictures of my door which does not look like the picture at the time of delivery. 

      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: 01/07/2025

      Staples apologizes for the inconvenience, however our position remains the same

    • Initial Complaint

      Date:12/28/2024

      Type:Product Issues
      Status:
      Answered
      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.
      FULL REFUND REQUEST

      Business Response

      Date: 12/31/2024

      Staples apologizes for the inconvenience. We are unable to assist with a return due to a lack of order information and the age of this order being from March 2019.

    • Initial Complaint

      Date:12/26/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 backpack from staples, that was delivered on 11/1/24. The backpack was used less than two months and the zipper is breaking the the mesh on the side pocket has disintegrated. I called staples and spoke to a representative who advised me that I would need to contact the manufacturer. When contacted they advised I would need to pay to ship. I am requesting a refund, I didnt buy from. Swiss gear, I purchased from staples.

      Business Response

      Date: 12/27/2024

      Staples apologizes for the inconvenience. We have communicated with the customer regarding our 14 day return policy. We were able to work with the customer for an alternate resolution. Customer accepted.

      Customer Answer

      Date: 12/28/2024

      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. 

      My request was for a refund  I was told numerous times that the refund policy was for 14 days, even though it is not clear on their site or the receipt. I was offered a coupon or a gift card. Why would I shop a company that does not stand behind their products. The response was we didnt make the product so why should we stand behind it sorry but when the item is damaged and breaks after less than 2 months, I would expect the selling company to do the right thing. Not send me to the manufacturer warranty that will cost me money to have ***aired. I was sent a gift card, however I am not happy about it and never advised that I was happy about it when the *** contacted me. 

      [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,

      ****

       

       

      Business Response

      Date: 01/06/2025

      Staples apologizes for the inconvenience. We are unable to modify the return refund at this time and our position remains the same

    • Initial Complaint

      Date:12/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 December 19, 2024 I made 2 purchases online on staples website. On December 21, 2024 I was charged again the same amount of 1 of the purchases without my consent. I called staples help number 2 separate times to ask why I was charged again & I wasn't able to get a direct answer both times. All they told me was in 7 business days I should get my refund back but they did not tell me how or why I was charged again 2 days later.

      Business Response

      Date: 12/27/2024

      Staples apologies for the issue, the pending charge was released and customer was only charged once.

    • Initial Complaint

      Date:12/21/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 am working out of town in another state. So I have to monitor my mail online. I go online to check and my subscription was due to be paid. I totally forgot about the bill. But I did make a payment today 12/21/2024. Staples mail center sent all of my mail back to the post office when my subscription had not expired or been canceled. I spoke with staples today. I told them that is not how business is supposed is done. I also messaged support and asked that they not send my mail back to the post office. They claimed my account had been inactive for weeks which was not true. I explained to them that I am having a hard time because I have to work and keep up with responsibilities as it is. It is easier if my mail goes to my box at the staples center and they scan it . That way I can see it online. I will make sure that I keep my subscription paid in full . It is a disaster if I have to keep changing my address. Its not good for me because the federal government start thinking that my identity is a scam. I never want to go through this process again. My online address is a mailing address for me because I am a resident of **************. My drivers licenses and all of my educational credentials is out of the state of ********.

      Business Response

      Date: 12/24/2024

      Staples apologizes to the customer for the inconvenience. We have been in contact with the customer and the customer has advised their issue is resolved.

      Customer Answer

      Date: 12/24/2024

      [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,

      Ladoya *******

    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      During a recent (10/08/24) visit to Staples for computer servicing I purchased a service plan for my existing personal computer. 60 days later I had an electrical problem (clearly one of the line items covered in the plan materials). I brought in my PC, and had the problem verified by the technician, leading to the recommendation to replace the power supply. I was then told Staples was unable to provide a replacement power ********** would need to purchase the part myself and bring it back to the store for installation. I was charged in advance for the installation, purchased the part through ******, and dropped it off at Staples the following day. It's been 1 week and my PC is not repaired. I then contacted their service plan provider, *******, to obtain reimbursement for the part and installation cost. After lengthy documents and details were provided I was informed I would have to ship my PC to them for confirmation and potentially repair and their policy does not cover parts. Naturally, I found this unacceptable particularly since I informed the Staples tech up-front that I had a service plan. There was no mention of shipping my PC to Asurion, instead, Staples moved forward with the repair on-site (hopefully soon). Not only is the time to repair poor service but the total disregard of informing me how to properly proceed with a covered repair to obtain reimbursement or replacement is irresponsible. I've essentially paid for a service I will not receive. It would seem only fair to reimburse me for the cost of parts and services that were presumably covered by the plan as stated in their materials; $121.12

      Business Response

      Date: 12/18/2024

      Staples apologizes for the inconvenience. The customer and our General manager at the store worked on a solution and both advised they had contact and it was taken care of

      Customer Answer

      Date: 12/18/2024

      [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:12/14/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 shipped a custom painting via the *** counter at Staples, which they bubble wrapped, packed, and labeled for me. The package was undeliverable, and returned to the Staples. It apparently had a typo in the address and was one number off. I only found this out a month later after the bride it was sent to thought I never sent a wedding gift, and I looked up the tracking number. I called the Staples, and the first ****** I talked to told me she couldn't look anything up in the computer, they're only a drop off. I called *** main line and they told me Staples needs to help as the shipment originator. I call Staples main support and they open an investigation. I call the store back and the manager tells me they never recieved it, that without a delivery signature she has no way to know what truck or store it's at. I send an email to update the investigation, and Staples tells me they'll be in contact with updates. Two weeks go by, I check the tracking number again to see if maybe it's back in transit. They closed the investigation. No communication with me, no resolution.

      Business Response

      Date: 12/20/2024

      Staples apologizes for the inconvenience we may have caused the customer. Our ship center claims department is working with the customer as *** has approved the claim

      Customer Answer

      Date: 12/20/2024

      [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:12/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 11/23/24 at 10:08 I paid$ ***** on a **** gift card n when I went to buy some things there was no money on it. I contacted the cardholder #********** and ***********************************************. I got sent around to 4 different people. When I call today they told me I have to talk to the president. Staples won't reimburse me or take it back now I got to wait till Monday I just want my money back now I'm currently in treatment here I'm from *******

      Business Response

      Date: 12/10/2024

      Staples apologizes for any inconvenience caused to the customer. We have researched this and have been in contact with the customer to advise we are unable to refund because the **** Gift card was redeemed in full and there are no longer any funds on it

    Staples, Inc. is NOT a BBB Accredited Business.

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