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:12/05/2024

  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.

  12/4 was the date of me cancellation. It came out to be $357.03. First I got a cancellation notice then I got an email say one of my things have been shipped when I clearly want my full refund back of this amount!

  

  Business Response

  Date: 12/06/2024

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

• Initial Complaint

  Date:12/03/2024

  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 am writing to express my frustration with the handling of my order #**********, which I placed on ************************** today. Shortly after receiving a confirmation email, I got another email stating that my order was canceled due to the need for additional information. I was advised to contact Staples by phone to reprocess my order. During my call, the customer support agent was unable to assist me and transferred me to his supervisor, ****. Unfortunately, **** was also unable to provide a clear explanation or solution, suggesting that I visit a store to make my purchase, despite the fact that the item I ordered is not available in-store. When I asked what I needed to do to place my original order, **** replied that he didn't know. I would like to request that my original order be reinstated under the conditions promised by another Staples representative, ****. I hope that you will take immediate action to resolve this issue and provide a better customer experience. In addition to the frustration and inconvenience, I want to emphasize that I spent a significant amount of time - approximately an hour - on phone calls, waiting in line, and speaking with Staples customer support representatives. This was not only a waste of company time but also a considerable investment of my personal time, which I could have spent in a more productive and fulfilling way. I expect a higher level of service and efficiency from a reputable company like Staples, and I hope that you will take immediate action to rectify this situation and prevent similar experiences in the future.

  

  Business Response

  Date: 12/05/2024

  Staples apologizes to the customer for any inconvenience we may have caused. We were able to assist the customer in getting a replacement order completed.

• Initial Complaint

  Date:12/03/2024

  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.

  1) Date of Transaction: 11/26/24 2) The Amount: $332.50 3) Staples **** is and was supposed to provide free customer parking to all their store customers' at their store located at: ********************************************************* which they did not on 11/25/24. I went to this store on 11/26/24 to buy 2025 calendars' ( receipt attached )and shop for a new office chair and desktop computer. But the store manager ******* ******* and Staples **** sub-contractor ******************* towed my car away ?! Is this how customers' are treated ? I asked the ********************** **** subcontracted security guard onsite who grinned at me and said to call United Carrier Towing. The representative there said to contact their commercial account rep. ********************** store manager ******* ******* who contracted them to tow my car and to get the $332.50 refunded and to have them release my car. I then went back to the store and the Staples store manager had a mean look and said No and looked away. Period. So I could not get a resolution or help. Does Staples **** condone this employee behavior? I then went back to United Carrier Towing and paid the $332.50 towing and storage invoice ( attached ) immediately since I am the caregiver for my 100 year old mother and had to get back asap since I wasted valuable time trying to get this illegal and predatory towing charge refunded. I didn't have time that day to call the ***************************** hotline for help and complaints about the unscrupulous tow truck operators and their clients and city permits ... I have never had this kind of unprofessional, unwelcoming attitude and ambivalent behavior towards customers' at any ********************** store before. I am not alone at this Staples store location. Very sad.Your time and help is appreciated on this matter before I need to seek further action.

  

  Business Response

  Date: 12/06/2024

  Staples apologizes for the inconvenience we may have caused the customer. We communicated with the customer regarding the signs in the parking that advise about parking in the lot if you are not in our store shopping and cars being at risk of being towed.

• Initial Complaint

  Date:12/02/2024

  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 ordered a laptop online on cyber Monday and requested to pick it up at the store. About two hours later, Staples sent me an email stating that my order was cancelled. I called customer service, was on hold for 16 minutes, only to be told they had to transfer me elsewhere. I stayed on hold for another 7-8 min then hung up. I tried to call the local store, but they were not taking calls and kept disconnecting me. So, I was unable to reorder the laptop they cancelled. I have no idea why they canceled my order.

  

  Business Response

  Date: 12/03/2024

  Staples apologizes for any inconvenience. We have reached out to the customer to assist with the order that was cancelled. The customer has declined to continue with the purchase.

• Initial Complaint

  Date:11/30/2024

  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've reached out to Staples over half a dozen times regarding this issue, to no avail. I have a service for delivery that goes through Staples and since I've signed up I've had nothing but difficulty each and every time I go into Staples. Today I went to pick up packages and they were trying to telling me that my account was not paid, and they withheld my, although my account is paid. If there was a problem with my account I would have got emails and text messages, none of which I received because my account is paid and in good standing. My daughter attempted numerous times to tell their assistant manager this, however, she kept on saying my account was not paid and withholding our packages, then when my daughter took the phone in and showed her that we do not have a balance on our account, all of a sudden everything is okay. She did not apologize to my daughter, because clearly it was an issue with what she was doing, because I was in there the day before and had absolutely no problem whatsoever. She gave my daughter the runaround and did not even apologize, when I called her and asked her why she was making it so difficult for us to receive our packages, She kept speaking over me, She had a really nasty attitude, he was extremely unprofessional, I told her she needs to apologize to my daughter and myself because clearly she was doing something wrong, She said I'm not apologizing for "s**". Anyone who feel that they can speak to a customer like that needs to be addressed and it needs to be addressed soon and taken care of. Asked it before I pay for this service every single month, and every time I walk into that store there's an issue rather big or small, there is an issue. I'm not going to pay for a service and be disrespected and degraded by an employee, who can't admit that she did something wrong and was out of order for the way that she handled it.

  

  Business Response

  Date: 12/09/2024

  Staples apologizes for any inconvenience caused to the customer. We have tried to reach the customer multiple times by phone and email to try and resolve but we have not heard back from the customer.

• Initial Complaint

  Date:11/29/2024

  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.

  Mailed 2 parcels from this address on Tuesday morning 11/26/2024 at 9:31am ******* package was picked up and in transit but the second package (containing an Apple IPad tablet) was not delivered to ****

  

  Business Response

  Date: 12/03/2024

  Staples apologizes for the inconvenience we may have caused the customer.Cust advised this issue has been resolved and cust is satisfied with the delivery of the package.

• Initial Complaint

  Date:11/26/2024

  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.

  On November 26, 2024, at 11:30 AM, I parked at the Staples parking lot at *************************************, intending to purchase a phone cable. After briefly visiting a nearby store, I returned to Staples, completed my purchase, and exited to find my vehicle had been towed. Despite being a paying customer, my car was unfairly removed without cause or notice.Key Issues:Unjustified Towing:I was a paying customer, and my vehicle should not have been towed. I have a receipt proving my purchase and rightful use of the parking lot.Lack of Proper Signage:The parking lot lacked signage about time limits or restrictions, leading to this unjust action.Towing Company Misconduct:At *********************, I requested tow authorization paperwork and inquired if the tow was reported to the police, as required by California Vehicle Code Section *****. The clerk falsely claimed the tow was reported, but the police confirmed otherwise, making the tow unauthorized. I waited for three hours at the towing office.Unprofessional Staples Staff:Two other customers had similar issues. When we raised our concerns, the store manager, ******* *******, mocked us instead of assisting, compounding our frustration.Potential Discrimination:As an Indian individual, I believe I may have been unfairly targeted. The towing and the disrespectful behavior of Staples staff felt discriminatory and left me humiliated.Resolution Requested:Reimbursement of the $332 towing fee.Compensation of $2,168 for emotional distress and punitive damages.A formal apology from Staples.Policy improvements to prevent future incidents.This experience caused financial loss, emotional harm, and distress. I expect Staples to resolve this matter promptly and fairly.

  

  Business Response

  Date: 12/05/2024

  Staples apologizes for the inconvenience we may have caused the customer. We communicated with the customer regarding the signs in the parking that advise about parking in the lot if you are not in our store shopping and cars being at risk of being towed. We have offered to resolve this with the customer but have not heard back.

• Initial Complaint

  Date:11/20/2024

  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.

  On 10/1/2024 at ***** am I brought a package into the *********************************** store to be posted by ****. I was given a receipt from the staples employee acknowledging the drop off. On 10/14/2024 I tried tracking the package and saw it had never been picked up from the staples location. Leaving staples the last scanned history Of receipt of my package . That morning I called staples abs spoke to manager ****** whom watched the video footage from when I dropped off the item and he confirmed to me that he saw the employee put my **** package into the *** pickup not the ****, which would explain **** never receiving the package. He told me once the regional manager returned from vacation that Monday they would file a claim with staples to reimburse me for my wedding necklace . I provided receipts yet the personal value is irreplaceable . Upon returning , **** , the regional manager changed his story and suddenly said no it was placed on the **** box . We tried to open a claim with **** BUT because they never were in possession of the item they would not open a claim . I was referred to office of the president of staples whom said they would conduct an investigation. Which ended up consisting of simply speaking to ****. I was then told I had to take it up with **** and file a claim even though we had already done so. I think its disgusting that staples wont take responsibility for losing this very sentimental item being they were the last ones that had scanned proof of ownership of the package . I would like to be reimbursed for my bridal necklace as I was promised instead of trying to hand blame to ****.

  

  Business Response

  Date: 11/29/2024

  Staples apologizes for the inconvenience. This concern is still actively being worked. We will share the final outcome with the customer as soon as we have finalized all our internal steps.

  Customer Answer

  Date: 11/29/2024

  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. 

  [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,

  ********

  I spoke with ******* at the office of the President and she has Informed me that she has finished the internal investigation and I am to take it up with **** , which I did and they denied my claim because they were never in possession of the item.

   The store manager reported that  after viewing the cameras, they can not tell what the employee did with my package. Due to the angles of the camera. Yet I was told by the other manager that they could see he put it in the wrong pickup box.
  I handed my parcel over to staples , I have the scan receipt to prove that, staples then took responsibility of the item. If they dont know what happened to it then they lost it and should be held accountable for my wedding necklace.  Its just not right that they are trying to tell me to take it up with *** or ****** Neither of them scanned this item into their Inventory and staples has no proof that either company took the item. So Im left with everyone pointing fingers, like I said the last place to take responsibility of it was staples I made sure to get proof I left it with them, its now their responsibility. They need to admit they lost my package . Which happens to be a very special one of a kind necklace I was going to wear for my wedding. Which Is why when I handed it over I made sure to get proof of doing so. Stalples then lost it. They need to fix this. 

   

  

  Business Response

  Date: 12/03/2024

  Staples apologizes for the inconvenience. We understand your stance on this concern and appreciate you taking the time to provide this feedback. We can confirm that all packages have been picked up and all disputes will need to be filed with the carrier.

  Customer Answer

  Date: 12/16/2024

  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. 

  I have been given conflicting Information, you stated that you can confirm all packages are with the carrier and I should resolve it with them. However when I spoke with the office of the president they told me that they can not confirm wether or not my package was picked up by **** or *** because they have no record of which packages were scanned in . As I previously mentioned , I did in fact file a claim with **** as I was instructed and my claim was denied due to them having NO barcode scans or proof to verify they ever were In receipt of the package . Again , I stand on the fact that the last proof anyone has of being in receipt of the package falls on staples . You can not in fact prove to me that either carrier then took the package . Therefore it is lost . Everyone is just pointing fingers at someone else with no proof that it was ever handed off to another carrier . I really feel staples needs to take responsibility in the fact that they lost this very important package . And I would appreciate if they would do the right thing and acknowledge that their employee lost my package . If you can prove it was taken by one of the carriers then please provide me with that proof .

   

   

  

  Business Response

  Date: 12/17/2024

  Staples apologizes for the inconvenience, however our answer remains the same - all disputes will need to be filed with the carrier.

  Customer Answer

  Date: 12/18/2024

  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. 

  As I stated previously and attached said claim , the carrier has denied my claim because there is no proof that they were ever in receipt of the package . The last place where there is actual proof ad to where the package was is with staples .   If you can provide proof that **** Infact picked up the item from your care please provide me with that so I can show them . However , because your employee lost the package the carrier will not accept a claim as they never received it . Im

  asking you to please take responsibility for the lose of this very sentimental package as I have the receipt that you took custody of it . Unlike you have that any other carrier then took it from you.  You have protocols in place to be able to show when , what day and time the carrier  took this package , please provide me with that if your so sure they did so I can provide it to them . Please dont try to **** this onto someone else if you cant prove that is in fact what happened . The truth is you cant tell me what happened once your employee accepted this package . You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:11/18/2024

  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.

  On 11/18/24 at approximately 240pm, I entered the staples looking for a label printer. I looked at all the label printers they had available on the back wall, then i proceeded to look for more shipping supplies. Upon entering the shipping supplies isle, I seen yet another label printer mounted on the shelf with a price of $44.99 under it. In which, I wanted to purchase it at that price. So I grabbed the attention off an associate to go and retrieve the item from the back room. Upon scanning the item, it was priced differently than what was advertised on the shelf. I took a picture of the item that was mounted on the shelf under the price. The associate ******* even confirmed that the item was mislabeled.

  

  Business Response

  Date: 11/19/2024

  Staples apologizes for the inconvenience we may have caused the customer. We have communicated with the customer and partnered with the store to resolve customers concerns.

• Initial Complaint

  Date:11/16/2024

  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 dropped off this *** package at a Staples Store on November 14, and the tracking still says *** hasn't taken possession of the package.

  

  Business Response

  Date: 11/22/2024

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