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.

  275 Washington St Attleboro, MA 02703-5517

• 

  Staples, Inc.

  335 Washington St Woburn, MA 01801-2115

• 

  Staples, Inc.

  551 N Main St Providence, RI 02904-5722

• 

  Staples, Inc.

  465 Tuckahoe Rd Yonkers, NY 10710-5707

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:11/14/2024

  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 recently placed order number ********** and then on 11/13 it said it was delivered to ***************** and I dont live in **************. There also wasnt a photo proof of delivery showing where it was left. I contacted customer care and spoke with ***** who initially offered me a replacement, but I opted for a refund to not run into the same issue again. I took screenshots and ***** said a full refund was issued and Id receive a confirmation email. A few hours later I got an email stating that my return has been canceled. I did not return anything so I reached back out to customer service and was told I am not refunded and was lied to. I am expecting my refund asap.

  

  Business Response

  Date: 11/18/2024

  Staples apologizes for any inconvenience. We have investigated the issue and we are not able to refund or replace

  Customer Answer

  Date: 11/18/2024

  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 #

  The office of the president **** ***** is completely unprofessional and condescending. I felt like I was talking to a base level customer service agent and not someone of that title. They keep claiming proof of delivery when there is NO photo showing it delivered and it states delivered in a different city. Staples is okay with agents giving false resolutions to customers and dont stand behind original resolutions given. Awful company and would never do business here again.  
  
  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,

  M

   

   

  

  Business Response

  Date: 12/03/2024

  Staples apologizes for the inconvenience. Thanks for your feedback. The answer provided will not change and Staples considers this matter closed.

• Initial Complaint

  Date:11/10/2024

  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.

  Kindly need assistance troubleshooting online account. Having issues logging in. Look forward on your reply.

  

  Business Response

  Date: 11/15/2024

  Staples apologizes for the inconvenience. We have communicated with the customer and the issue has been resolved. **** will reach out if issue persists.

  Customer Answer

  Date: 11/15/2024

  [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:10/28/2024

  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.

  see attachment
  Click here to Get the File - use the Password: 95CF298D
  ************************************************************************

  

  Business Response

  Date: 10/30/2024

  Staples apologizes for any inconvenience, we have been in touch with the customer and have provided details for their protection plan.

  Customer Answer

  Date: 12/05/2024

  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. 

  See attached 

   

   

  

  Business Response

  Date: 12/16/2024

  Staples apologizes for any inconvenience, we have been in touch with the customer and have provided details for their protection plan.

  Customer Answer

  Date: 01/09/2025

  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. 

  See attached 

   

   

  

  Business Response

  Date: 01/20/2025

  Staples apologizes for the inconvenience, we are still actively working on this case and do not have a final response yet. We will stay in touch with the customer and advise of our findings with the manufacturer as soon as we have an answer from them.

• Initial Complaint

  Date:10/22/2024

  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.

  Transaction Date- 9/29/2024 Transaction Amount- $77.11 Item Purchased- ****** ****** 48 W WORKSTATION DESK Issue- The product came without hardware or instructions. They sent out a new desk and helped me process the return. I sat my desk by my mailbox for over a week and nobody came and picked it up. It damaged our grass because a heavy package sat there for over a week. Staples is refusing to issue my refund or pick up my desk. I am in desperate need of my refund and I need it done now. I have done everything on my end to process the return, they have literally forgotten to send someone to pick it up. I need the refund processed and compensation for my time wasted. This has been going on for over a month.

  

  Business Response

  Date: 10/28/2024

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

• Initial Complaint

  Date:10/19/2024

  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.

  10/19/2024 I did a search on ****** today for ****** gift cards...****** was saying States is offering ****** gift card usually $100 now $50 When i click on it it shows me Staples on the right side saying, most popular $50 usually $100. It also said free delivery oct 21 -23 When i clicked on link it showed regular priced card only no discount I contacted live chat and she asked to send me link and said she couldn't see the link because it wasn't a staples link. Then she asked that I email her screen shots.which I did. Then she preceeded to say the link or price you are viewing may not be current. I told her maybe they advertised on ****** and forgot to update pricing on website. I am very disappointed that they don't honor pricing clearly advertised on ******. See screenshot. I would be happy if staples would honor advertised prices on ****** from your website directly because when I click on link it takes me to staples but does not show me the discounted price.for example if I did a search on ****** for a pen and it showed $5.00 at ******* and I clicked on procuct it should show me the same product for $5.00....same. I did a search on ****** for discount ****** gift card and your website comes up saying $50 in green pricing , usually $100. I click on it and it says to your left STAPLES and same info saying MOST POPULAR LOW PRICE...when i click on link it takes me to Staples website but gives me 3 ****** gift cards at regular price non discount. I contacted live chat and sent them info but I believe they are not trained to handle situations like this they couldn't even click on the link i sent them. And had nothing to say about screenshot only be careful with who I'm offering from. Which doesn't make sense because when I click on link it gives regular pricing with no discount

  

  Business Response

  Date: 10/23/2024

  Staples apologies for the inconvenience to the customer. Advised the promotion is not an active promotion with Staples,  we checked the link provided from ****** and it is not a valid link direct from **************************

  Customer Answer

  Date: 10/23/2024

  [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:10/09/2024

  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.

  I am a customer of Ipostal1, a service that operates similarly to a post office, but with added conveniences. My mail is sent to a Staples store in ***********, ** (PMB 1160), where it is photographed, indexed, and directed to my box 1160. Through the app on my phone, I can see when new mail arrives, and I have the option to request it be shipped to any address I choose.On 9/16, I requested a shipment of items, but it has yet to be sent. Additionally, I have had medical supplies and medications sent to the same address, and those items are not even appearing in my Ipostal1 app. I've tried contacting the store multiple times, but they do not answer the phone. I also reached out to Ipostal1, and they have been unable to get in touch with the store as well.I need my mail to be released and shipped immediately, in accordance with any contractual obligations between the store and ********.

  

  Business Response

  Date: 10/14/2024

  Staples Apologizes for any inconvenience.
  We have addressed the issues with the packages and redirected them as requested.

  Customer Answer

  Date: 10/14/2024

  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 had a friend go to pick up my mail, which was supposed to be shipped on 9/16. However, I havent heard anything from Staples regarding this ongoing issue of missing mail, except when I initiate contact with their corporate office. Since Ive received no updates, I called them today. They informed me that I haven't received any mail, but they did locate my prescription medication, which they promised would appear in my online mailbox appbut it still isnt there.

  
  Its unacceptable to say I havent received any mail in over a month. The following items are missing, and I would have received them if Staples were handling this properly:

  
  Prescription medication from Wedgewood Pharmacy (Theyve admitted they have it, but no word on when I can retrieve it)

  
  Absentee voter ballot from ***********, ** (mailed on September 30, 2024, but not received)

  
  New credit card from Coign (mailed on September 12, 2024, but not received)

  
  AMAC Magazine for September and *********************************************** for September and October

  
  I would like these issues addressed immediately.

  
  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: 10/25/2024

  Staples Apologizes for any inconvenience. We have located the customer's mail and forwarded it as requested.

• Initial Complaint

  Date:10/04/2024

  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.

  10/04/2024 My father wanted to buy a vinyl mat to go under his computer chair. We stopped by the staples at **********************************. My father needed one for a hard wood floor. There were several fold up kinds hanging on a rack. There was one that was on sale for ***** we made sure we got the one that was on sale, the exact dimensions we written one the sales tag and on the packaging. When we got to cashier it ring up *****. I told cashier it was on sale for *****. She assured me it was not they never sell stuff half price so she sent an employee back to check the price after a few minutes I went back and he was taking the sales price off and replacing it. He apologized for the confusion. Then he proceeded to lead me at least 20 ft away from the area to another area and pointed to a pile of vinyl mats that he tried to explain those were the ones on sale they were marked *****! Not only was they higher in price they were not even the same detections advertised on the price he removed. I called and spoke with the store manager and all he would do is say he was sorry. This is blatantly false advertising with a price switch right in front of us.

  

  Business Response

  Date: 10/11/2024

  Staples apologizes for the inconvenience. We have reached out to the customer but did not get a response. ********************** is certainly willing to discuss this further and provide assistance if the customer responds back to us.

• Initial Complaint

  Date:10/04/2024

  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.

  a formal complaint against Staples concerning a serious issue with seven Master gift cards that I purchased from their store located at ***************************************** on June 16, 2024. The details of my complaint are as follows:Issue Summary: On June 16, 2024, I purchased seven Master gift cards from the Staples store. Each gift card was valued at $200, totaling $1,400. The purchase was split between two US ********* cards: $920 on one card and $480 on the other.Problem Details:The gift cards were evidently tampered with, as the PIN numbers were exposed before I purchased them. When I attempted to use one of the cards last week, the transaction was denied. Upon further investigation, I discovered that the funds on this card had been fraudulently used on June 21, 2024, at ****** online.The gift cards were opened and sold to me with the PIN numbers exposed before I was out for an hour to resolve a US bank **** block issue before purchasing them, which resulted in the funds being fraudulently used before I could use one of the cards.Attempts to Resolve:On September 16, 2024, I personally visited the Staples store to address the issue with Ms. ***** ******, the General Manager. I followed up with an email on September 17, 2024, detailing the problem and requesting a *************. ****** assured me that she would contact the corporate office regarding the issue. However, despite these efforts, I have received no further communication or resolution from Staples.Requested Resolution:I request an immediate replacement for the fraudulently used gift card, with a total balance of $200.A copy of the original sales receipt were submitted to the store.This situation is unacceptable, and the lack of response from Staples is deeply concerning. To add, I urge the Better Business Bureau to intervene and assist in resolving this matter promptly to avoid further inconvenience and financial loss.

  

  Business Response

  Date: 10/14/2024

  Staples apologizes for any inconvenience caused to the customer. We have fully investigated this issue and we are not able to provide a refund or replacement cards.

  Customer Answer

  Date: 10/16/2024

  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. 

  **** ********
  President's Office
  Staples
   
  Dear Ms. ************** am writing to formally respond to your message regarding the issue of the fraudulently used Master gift cards that I purchased from the Staples store located at ***************************************** on June 16, 2024.
  Issue Summary:
  On June 16, 2024, I purchased seven Master gift cards from the aforementioned Staples store. Each gift card was valued at $200, totaling $1,400. The purchase was split between two US ********* cards: $920 on one card and $480 on the other.
  Problem Details:
  The gift cards were evidently tampered with, as the PIN numbers were exposed before I purchased them. When I attempted to use one of the cards last week, the transaction was denied. Upon further investigation, I discovered that the funds on this card had been fraudulently used on June 21, 2024, at BETMGM online.
  The gift cards were opened and sold to me with the PIN numbers exposed. I was out for an hour to resolve a US ********* block issue before purchasing them, which resulted in the funds being fraudulently used before I could use one of the cards.
  Attempts to Resolve:
  On September 16, 2024, I personally visited the Staples store to address the issue with Ms. ***** ******* the General Manager. I followed up with an email on September 17, 2024, detailing the problem and requesting a resolution.
  Ms. ****** assured me that she would contact the corporate office regarding the issue. However, despite these efforts, I have received no further communication or resolution from Staples.
  Requested Resolution:
  I request an immediate replacement for the fraudulently used gift card, with a total balance of $200.
  A copy of the original sales receipt was submitted to the store.
  Rebuttal to Staples' Response:
  Staples' refusal to provide a refund or replacement is unacceptable and contrary to customer service standards. As a consumer, I should not be held liable for purchasing products that were tampered with prior to the sale. The exposed PIN numbers and subsequent fraudulent use of the gift cards indicate a failure in Staples' handling and security of these products.
  Additionally, during our phone conversation, I found the repeated statements of "I understand where you came from" particularly troubling. This phrase, coupled with the rejection of my claim, suggests a dismissal of my legitimate concerns possibly based on racial or ethnic bias. Such an experience is deeply concerning and unacceptable.
  Additional Request:
  In light of the distressing nature of this experience, I strongly request a written apology from Staples. It is essential that your company acknowledges the impact of this incident and ensures that no customer is treated unfairly or disrespectfully based on racial or ethnic backgrounds.
  The lack of response and resolution from Staples, despite assurances from Ms. ******* further exacerbates the issue and reflects poorly on the company's commitment to customer satisfaction. I have provided all necessary documentation, including the original sales receipt and correspondence, to support my claim.
  I urge Staples to reconsider their stance and to provide a resolution that reflects the company's dedication to its customers. Failing to address this issue appropriately will leave me no choice but to escalate this matter to the Better Business Bureau and explore other legal avenues to recover my losses.
  Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.
  Sincerely,
  Xinli *** (MD, Ph.D)
  
  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,

  Xinli

   

   

  

  Business Response

  Date: 10/25/2024

  Staples apologizes for the inconvenience, we are still actively working on this case and do not have a final resolution yet. We will stay in touch with the customer to advise once this is finalized.

• Initial Complaint

  Date:10/03/2024

  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 bought a ****** ThinkCentre M625Q from staples Aug *******. On Sept ******* computer is frozen and non-responsive. Call ****** and they send tech to replace motherboard and hard drive on Oct ******. Original software is Windows 11 Pro. After replacement motherboard I can't install Windows 11 Pro and it states "This PC cant run Windows 11. This PC doesnt meet the minimum system requirements to install this version of windows" ************* and they states this machine does not support Windows 11 Pro but I purchase from Staples and it came with Windows 11 Pro. Ask ****** if they can replace with a different model that support Windows 11 and they said "NO". I want a replacement that can run Windows 11 Pro. After replacement of motherboard and I tried to install Windows 10 to see if it works the computer keeps on lopping and it does not detect the hard drive at all. The MAIN THING IS I WANT TO RUN WINDOWS 11 PRO. ****** states that Staples is the one who install windows 11 and we don't install windows 11 and we just send the computer to Staples. Called Staples and staples says ****** is ******* has to install Windows 11 Pro. Then that means Staples is selling a computer that is not capable of running Windows 11 on machine but states that it can run Windows 11. I want a REFUND because it is giving me headaches and I have to take time off from work. I am giving a run a round. I am so angry now.

  Customer Answer

  Date: 10/11/2024

  [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:09/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was approached by Staples Business Advantage for 20% savings on office supplies. Was told to pay invoices at the end of the month. Payment has been sent back in January 2024 and cashed.

  

  Business Response

  Date: 10/04/2024

  Staples has contacted the customer and apologized for the inconvenience this has caused. It was determined that the charges her Staples Advantage Orders. We contacted our Staples Advantage AR Team to assist and they have contacted the customer to assist with the payments.