Complaints

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

close

Find a Location

Staples, Inc. has 1666 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Staples, Inc.

  500 Staples Dr Framingham, MA 01702-4478

• 

  Staples, Inc.

  1660 Soldiers Field Rd Brighton, MA 02135-1108

• 

  Staples, Inc.

  515 Boston Post Rd Port Chester, NY 10573-4734

• 

  Staples, Inc.

  155 Route 22 Springfield, NJ 07081-3109

• 

  Staples, Inc.

  545 Us Highway 46 Totowa, NJ 07512-1735

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

• Initial Complaint

  Date:09/24/2024

  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.

  The transaction was Friday September 6, 2024. I paid Staples to print 45 programs for a church event. 45 single sheets of paper, folded for $85. I received my receipt at 11:42am September 6, I was told that, "it is very busy and my order will not be ready until Saturday morning at 11am. I have used this location more than once and usually by the time I drive home my order is ready for pick up even though they usually say the order will not be ready until the next day. I called later the same day, Saturday September 6, I was told that my program will not be ready until Saturday September 7 at 11am, the event was Saturday September 7 at 9am. I asked if I couuld cancel the order since it was not ready or printed. I was told yes I can cancel. I was expecting a refund because if the order was not ready that means it had not been printed. I have not received a refund nor have I picked up any programs. I went to a ***** location in *********, ** to have the programs printed. I have contacted Staples several times, they ask for the same information. I have sent the order number my name and anything they ask for but they continue to send automated emails. I'm asking for an $85 refund.

  

  Business Response

  Date: 10/03/2024

  Staples apologizes for any inconvenience.
  Our store has reached out to the customer to discuss the refund.

  Customer Answer

  Date: 10/06/2024

  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 

   I'm rejecting this because I have not received a refund. I prefer that staples send an email as proof that a refund will be sent. I do not want a phone call. I'm asking Staples to contact me through email to get this resolved.

  Thank you

  Mia

  
  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,

  Mia

   

   

  

  Business Response

  Date: 10/25/2024

  Staples apologizes for the inconvenience. We have been in touch with the customer by email and are awaiting a response. Once received we will finalize this concern.

• Initial Complaint

  Date:09/17/2024

  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 ordered the product on 9/10/24. The delivery service claimed they ran into a delay and could not deliver the product on 9/13/24 and would deliver it on 9/16/24. I never received the product and was never notified that the product had been delivered to my address. I checked the Staples website, and it says the product was delivered to me on 9/16/14. I have sent three e-mails to Staples demanding a refund, since I never received the product, which cost me $76.80. Staples has not answered any of my e-mails, even though they claimed they would answer the first one within one day. One day has passed, and I still haven't heard anything from Staples. Are they going to issue me a refund or not?

  

  Business Response

  Date: 09/24/2024

  Staples apologizes for the negative experience with your Staples order. The refund was issued on 9/18 to credit your MOP. We appreciate your business with Staples and hope that you will continue to shop with us in the future.

  Customer Answer

  Date: 09/24/2024

  [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,
  
  ***** ********

• Initial Complaint

  Date:09/15/2024

  Type:Customer Service 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 am filing a formal complaint regarding the Staples Store Manager at the *********, ** location (**************************************************). On Sunday, September 15, 2024, at around 2:30 pm, the manager told me to "go f*** myself" in front of other customers and an employee and attempted to provoke me by asking if I was going to hit him. His actions were completely unprofessional and inflammatory, escalating the situation rather than resolving it. The incident occurred while I was attempting to return an Amazon item, a vacuum-sealed cushion, following Amazons instructions, which indicated no packaging was required. When I arrived at the store, the representative informed me that they couldnt accommodate the return because the cushion wouldnt fit in their boxes and stated, "We are not ***** Frustrated by the inconvenience and wasted time, I requested to speak with the manager.During my interaction with the manager, things became heated, and I admittedly told him to "go f*** himself." However, instead of deescalating the situation, the manager responded in kind, telling me the same go f*** yourself in front of other customers and his employee and attempted to provoke me further by asking if I was going to hit him. I told him I would NOT hit him and left the store.This behavior was entirely inappropriate for a store manager. Instead of handling the situation professionally, he exacerbated it by using vulgar language and provoking me. This is not the level of customer service I expect from **********************, and I believe immediate action should be taken to address this managers conduct.

  

  Business Response

  Date: 09/25/2024

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

  Customer Answer

  Date: 09/25/2024

  I would appreciate resolving this matter after receiving the callback I was promised. I’m still waiting for that call.

  Best regards,
  Tony

   

  
  

   

  

  Business Response

  Date: 10/10/2024

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

• Initial Complaint

  Date:09/14/2024

  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.

  On 06/24/2024 I returned 24 ink cartridges to be recycled at $2 per cartridge. I asked what the I would be receiving for each cartridge a number of times by store associates and was told $2. I went to redeem my rewards, which should have been $48 there was only $10 available. I questioned it and thought that was all I could use at that time, 07/25/2024. When I called Staples Rewards to check the balance of my rewards, I was told their policy changed and now we only receive .50 per cartridge which would give me $12 in lieu of $48. I explained I was told by a number of store associates before I turned them in and was told it would be $2 per ink cartridge and that should be honored. Staples customer service refused to honor it even after speaking to a supervisor, they would not change their mind. I called the store, Staples, **********, ** and told them what happened and they apologized and said they could give me a $20 coupon as that's what they have been giving other customers who had been given misinformation by store associates concerning recycling the ink cartridges. I asked if I could have the ink cartridges back so that I could recycle them somewhere else and was informed they no longer had them. I don't think this is fair and it has happened to a number of customers at that store as I was told they have been talking to the workers and trying to get everyone to stop give the wrong information as they no longer have the program where you receive $2 for each ink cartridge recycled.

  

  Business Response

  Date: 09/19/2024

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and provided information about the recycling program. We have issued courtesy points to the customer.

  Customer Answer

  Date: 09/20/2024

  [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:09/13/2024

  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.

  On 9/7/2024 I placed an order with Staples for 1 box (70 count) Green Mountain K-cups and 2 boxes of Green Mountain Columbia Select K cups - 24 in each box. The total came to $63.97. I received an email stating they received my order and delivery would be on Tuesday 9/10/2024. On Tuesday I received an email stating the package was delivered at 1:20pm and it stated it was left at front desk. I checked downstairs and there was no package. There is no front desk in our complex. All packages are left on the porch to our condo. I contacted Staples immediately and told them we did not get the package and it was delivered to a wrong address. The name of the carrier is Capstone Logistics. Then the next day 9/11/2024 I received an email from Staples that a replacement was being sent and it would be delivered on 9/12/2024. We waited for the package to be delivered. Then on that day, I received an email that the package was delivered at 11:50am. Went downstairs and no package. Notified Staples again to let them know we never received the package. They email me a picture of proof of delivery and it stated it was left at stock room. Again we do not have a stock room. Called Staples and told them both times we did not receive the package. Told them at this point we are cancelling the order and want a refund. They said they would process it. When we notified them we did not receive the package, they did not have the decency to contact the carrier and have him go back and get the package.*********************

  

  Business Response

  Date: 09/18/2024

  Staples reached out to the customer to apologize for the inconvenience and delay in his refund being released.
  
  An email confirming the refund has been released and emailed to the customer.
  
  The customer responded he was happy with the resolution.

  Customer Answer

  Date: 09/19/2024

  [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:09/12/2024

  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.

  Used the staples a to make a purchase of $11.44. Placed it twice - on 9/4/24 and today 9/12/24. My credit card was charged in both instances but not record of the transaction was shown in staples system. I called staples CS and they said they cant do anything and for me to contact ***** Pay directly. Horrible experience esp since they took payment.

  

  Business Response

  Date: 09/19/2024

  Staples apologizes for the inconvenience we may have caused the customer. The charges have dropped off cust account and we will research the issue on the back end.

• Initial Complaint

  Date:09/03/2024

  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 tried to place an online order for an ** laptop with Staples.com for pickup at my local store. The order would not go through online so I went down to the store. While at the store I chose a ****** laptop for the same price. At home, I eventually got an email after a few days saying the ** was ready to pickup. I then called the store and told them I did not want the ** laptop. I was told the item would be marked as an "abandoned order", which was fine. Following that I received an email saying the ** laptop was picked and my credit card (via ******* was charged $399.99. I did not pick up the ** laptop. I visited the store to resolve the issue and the store manager was not helpful and insisted that the laptop was picked up and that the store always checks ** on pickup. However, the store manager had no record of the ** used to pickup the laptop and then starting saying his inventory had not changed - he was saying both that the laptop was picked up and that he had not sold an ** laptop because his inventory numbers were the same. Both cannot be true!

  

  Business Response

  Date: 09/05/2024

  Staples apologizes for any inconvenience.
  This order was marked as picked up in error. A full refund has been issued to the customer.

  Customer Answer

  Date: 09/06/2024

  [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:09/01/2024

  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.

  On 8/23/24 I bought, at the Staples store in ************, **, an ** printer and, upon advice of the manager, a Tech Help Plus plan. The order no was **********. The total for the printer, tech help plan and cartridges for the printer was US $526.77. The transaction number is 2358. When I attempted to set up the printer at home, I was unable to download the ** software, and the printer display failed to show what it was supposed to according to the website. When I contacted the tech help plan, I was told that there were no centers in my zip code ***** (in ******* in the middle of **************, **) that could schedule home service for me! I insisted, in vain, that I was living in a normal suburban area, NOT on the moon. (Where on earth does Staples think **************, **, is located?) Thus the help plan is totally useless to me, as is the printer because I cannot obtain assistance at home. Again, I live in normal suburban section of *********** only about 20 miles from downtown **! The first Staples associate I talked to advised me to return to the store to consult with the manager, which I did. The manager gave me another phone number to contact about home service, but that associate repeated the info that the plan was useless in my zip. This associate remarked that the store manager ought to have checked if the plan would be usable in my zip code. Both associates added that they would attempt to make sure that a problem like mine would not arise again. I retorted that that did not help me at this time. Had I known about the uselessness of the plan, I would never have even bought the printer! I wish to cancel the entire transaction for a full refund.

  

  Business Response

  Date: 09/11/2024

  We apologize for the negative experience with the services purchased at Staples. As we discussed, we are working with the store to deliver the best resolution possible. We appreciate your feedback and business with Staples.

  Customer Answer

  Date: 09/11/2024

  [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,
  
  *****************************

  Customer Answer

  Date: 09/16/2024

  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. 

  My case seemed to be resolved but I wish to inform you that the company has not kept its word.  On 9/11 at 9:30 am I received a call with terrible audio from no ************.  The gentleman apologized for the delay in finding a Staples technician to assist me with my printer issues and promised to be in touch within a couple of days.  Neither he nor anybody else from Staples has contacted me.  
  
  Regards,
  
  ******* ******* 

  

  Business Response

  Date: 09/24/2024

  Staples apologizes for the negative experience with the services purchased. We are happy to hear of the issue being resolved through the assistance of our Tech help. We look forward to working with the customer in the future.

• Initial Complaint

  Date:08/29/2024

  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.

  I placed the order on August 16th for a $200 **** gift card. I paid $207.95 for it. However, I was not able to activate the gift card nor was I able to use it. I call the Staple more then three times *************) but every time the representative told me the card has been activated and I can use it after 1-2 hours. Still I can't use the card. The representative also asked me to call the number on the back of the card *************). They told me it was a business to business line and has to be directly contacted by Staples in order to take further action.I was very disappointed. I requested either a refund or exchange of the card.

  

  Business Response

  Date: 09/09/2024

  Staples apologizes for the inconvenience we may have caused the customer. Customer has
  been refunded and issue is resolved.

• Initial Complaint

  Date:08/29/2024

  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.

  Staples is scamming their customers with Easy Rewards. I have been ordering ink/toner from them and to get the rewards you have to activate an offer. I know this from doing it in the past many times. The last two times I activated the offer but never received my rewards. After the first time they gave me my rewards after I contacted them about it. I told them then I know for a fact I activated the offer as I had done in the past and it did not register and they needed to check for an issue. They assured me it would work next time. I ordered again a couple weeks later making sure i activated offer. Again they did not give me my rewards. I called them again and they said they gave me a courtesy once and they are not going to do it again. What courtesy? I did everything I was required to do and was not given my rewards. How many people do they scam out of rewards by saying you did not activate an offer. I know I did as I make it a point every time as I have many times prior. I seem to always get my rewards when its a small amount but when its toner/ink and the rewards are over $100 they say I did not activate the offer first. How many people do they do this to? They are either scamming people or their app is not working correctly!

  

  Business Response

  Date: 09/04/2024

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and researched her concern. The correct offer was not activated prior to the purchase.

  Customer Answer

  Date: 09/04/2024

  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 
  I do not believe this to be true and would suggest to anyone using the offers to snap a picture and keep for your protection.  Will be returning unused purchased items for refund so will consider this closed as my loss after the return will only be half the cost of one ink cartridge.  Buyers should beware of Staples Rewards Program.

  
  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: 09/12/2024

  Staples response remains the same.