Complaints

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

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• 

  Staples Canada Inc

  6 Staples Ave Richmond Hill, ON L4B 4W3

• 

  Staples

  1999 Marine Dr North Vancouver, BC V7P 3E9

• 

  Staples

  105 850 Oliver St Williams Lake, BC V2G 3W1

• 

  Staples

  #501 - 3555 Johnston Rd Port Alberni, BC V9Y 8K2

• 

  Staples

  4265 Lougheed Hwy Burnaby, BC V5C 3Y6

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:21/04/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 4th, I placed an order with Staples Canada for a **** monitor that was listed at a discounted price. I received an order confirmation shortly after. Later, I was told that only part of my order could be fulfilled due to stock limitations. A few days later, I received a final notice stating the order had been cancelled due to a pricing error and would not be fulfilled at all. While I understand that mistakes can happen, this situation was poorly handled. The product was advertised, my order was confirmed, then reconfirmed with partial stock and finally cancelled with no effort to resolve the issue or make things right. There was no offer of a discount or alternative, just a generic apology email. Multiple models were affected, *** **** ********* *********** *** **** ****** which raises concerns about how this was managed overall. When I was told the item was out of stock they said the following We apologize; however, we do not have the following item(s) in the ordered quantity: Product Number: ******* Product Description: **** 24.1" ***** *** GAMING MO Error Message: **This SKU can partially be allocated but cannot allocate the whole quantity.**” Despite this, the same product was relisted on the Staples website shortly after, at a much higher price. Additionally, the order tracking page still shows the order as pending. **** ******** * screenshot (**** ******** *********** ******** that shows this, including the timestamp. Finally, the cancellation email referenced Staples' right to cancel orders based on their terms and conditions, however, those terms were never shown or available to view during the checkout process. ***** *** *** * ****** *** * *** **** ***** **** * ******** ************ * ******* **** ******** **** ******** ******** ** ********

  Business Response

  Date: 25/04/2025

  ON-HOLD Ticket #*******

  Hello!

  I regret this inconvenience and unpleasant shopping experience. 

  Someone from our Staples Team will contact you directly to see how we can help you make this right.

  Thank you in advance,

  ****

  Manager, Customer Relations, Staples Home Office of the President.

  Customer Answer

  Date: 25/04/2025

  
  I’ve received a response from Staples regarding my complaint and a resolution has been offered and accepted.

  Thank you Staples and BBB for your assistance regarding this matter. 

• Initial Complaint

  Date:21/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought an ***** ***** printer on September 14 2024 and after almost 6 months of use the unit won't power on so I took it back to the staples I bought it from on March 17 2025 with the receipt detailing the purchase of the printer and the 2 year extended warranty for $440.00 and was told by the associate that they don't refund or exchange in the store so I have to call the warranty company so I did just that and was informed by that associate that I would have to call ***** as it should have a factory warranty but if they won't honor it to call them back to settle the matter so I then called ***** and after speaking with their tech they concluded that the printer has a hardware failure but, they have ceased warranty protection for that model as of March 9 2025 gave me a reference number and concluded the call I then called the warranty company back with the news that ***** is unwilling to warranty the item and was told by the warranty company that they too are now unwilling to rectify the problem and insist that it's *****'s problem so the way I see it staples sold me a bad printer and a bad warranty and should assume some level of responsibility

  Business Response

  Date: 31/03/2025

  Ticket #*******

  Good afternoon,

  I apologize for the delay in resolving this for you.  This is a Store related issue.  We have reached out to them to look into what happened.

  I am confident that you will be contacted shortly regarding this issue.

  Best regards,

  ****

   

  Customer Answer

  Date: 21/04/2025

  Staples has resolved the complaint via a refund, thank you for your help

• Initial Complaint

  Date:17/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the following products on January 18th for store pick up. 1) ***** Black Handle Universal Scissors - ********* Style - 5.5" Item: ****** *) ********* 2025 Weekly Large Hard Cover Planner - 5" x 8.25" - Scarlet Red Item: ******* On January 23, I visited the store to pick up my items and immediately requested a refund due to finding lower price elsewhere. They agreed to the refund. I asked for a physical receipt and they repeated told me that it would arrive via email and would not print me a receipt. After not receiving the email after 5 minutes, I requested a receipt again in store and they again refused to provide me one. A week later, I followed up with their customer service online via email, however they were not able to provide any resolution. As of today, March 12, I have not received any receipt or refund.

  Business Response

  Date: 31/03/2025

  Good afternoon,

  Ticket #*******

  I truly apologize for the delay in our reply and our action to make this right for you.  

  Rest assured that the refund will be done today, March 31, 2025, again we regret this delay in resolving this for you.

  Best regards,

  ****

  Customer Answer

  Date: 31/03/2025

  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me. I will be looking for the refund in my account.
  
  ****** *****

• Initial Complaint

  Date:24/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an anti virus product from Staples on 02/18/25 @18:09p.I paid $166.49 for it They sold me a defective product that doesn't work.The receipt says it was activated ,but when I tried putting it on the lap top it said it wasn't activated in the store..I took a picture of it with my cellphone.Today I went to the store to complain,but they said it didn't have the correct serial code on that box.** **** ** ***** **** * *** ****** ** **** *** I asked if I could get a refund,he said no because the box was already opened.I said what can I do then if this doesn't work? When the guy sold me this product on this date he said he hopes it works.I said I would let them know. So thats why I went to the store today..They gave me the managers card I got home and tried it and got someone on the phone.I told them that I was just at the store and they told me to come in.I said I was already there.She said to come back on Monday to see the manager.I said I thought you were the manager. * ******** **** **** * *** ************* ** *** ***** ** **** **** ******* *** ** ********** ****** *** **** ****** **** *** ****** ** ********

  Business Response

  Date: 31/03/2025

  Good afternoon,

  I truly apologize for this delay.  This is a Store interaction complaint, not an online purchase.  

  The customer hasn't provided us with the Store details. 

  Thank you,

  ****

   

• Initial Complaint

  Date:27/01/2025

  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 went to a staples store near me because it was advertised as a ********* drop off, when I went in, an associate asked "how much does that weigh" I replied "i don't know i didn't weigh it, **** ******** **** ******* i am returning it" with the return label in my hand that I had just printed at the staples.... the same associate then goes on to MEASURE the box, ***** *** *** ** ** ******* ** *** ******* ** ** **** *** ****** **** *** **** ******** she then says "we can't take that, its too heavy" i replied "where does it say there is a weight limit on returns?" she said "i don't know" then she goes and gets what seems to be a store manager, the store manager tells me "we can't take that, there is a policy, but i don't know where it is" i asked "is it online? is it somewhere in the store" she said she does not know and that she had it somewhere... she then goes "i'm sorry we can't take it, the driver can't pick it up" ... *** ****** ***** ** **** **** ** ** **** **** **** *** ****** ** *** *** ***** so where is she getting this LIMIT from without even knowing? second of all, how is there a policy but it's not online, it's not in the store, and NOBODY AT staples knows what the POLICY WEIGHT LIMIT IS?! The store is: Staples *** ******** **** ***** **** ***** Mississauga, ON L5B 2C4 * ******* * *** ******* ******* ** ** ********* *** ******* **** *** ********** **** ** *** I need answers to this or I will escalate it further. Thank you, *****

  Business Response

  Date: 31/03/2025

  Good afternoon,

  I apologize if this BBB went unanswered.  The customer has also communicated directly with our support team and his concerns were addressed, however the customer never replied.

  We considered this case closed.

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

• Initial Complaint

  Date:10/01/2025

  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.

  Date of Transaction: December 6, 2024 ****** ***** The shipping fee for the ***** parcel (***** ****** ** ******* ********). Business Commitment: Staples Canada committed to securely shipping an ***** ****** ** Pro via *****, with insurance requested. ****** ** ******** The parcel arrived at the destination with incorrect contents (black pants instead of the ******). There was also an issue with the declared value of the shipment due to a system reboot during processing.   The assistant manager assured the issue would be escalated to the store manager, but no resolution has been provided yet. *********** ****** *** **** ***** **** *** ******* ************

  Business Response

  Date: 10/01/2025

  Shipping Service issue Store ***- Ticket #*******-   RE: 7*********** - Formal Complaint Regarding ***** Claim #C-********* and Staples Canada **********

   Good morning,

  This case is currently being investigated by ***** and the Staples Store and has not yet been resolved.

  The customer is fully aware and will be contacted as soon as possible.

  Thanks,

  ****

   

  Customer Answer

  Date: 15/01/2025

  
  I am rejecting this response because: Staples has promised a resolution but I have not yet received the cheque.
  
  ********* ********

  Business Response

  Date: 24/01/2025

  Good afternoon,

  I'm very sorry to hear about this delay. We were reassured that the store was handling this and that a cheque was requested. Please keep in mind that there could be delays because of the holidays and also the backlog from the Postal Strike.

   

  I will make sure to send an email for an update.

  Thank you,

  ****

   

  Customer Answer

  Date: 15/02/2025

  please close this file as i have received compensation for this item from Staples and *****. 

• Initial Complaint

  Date:07/01/2025

  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 ******** ****** (OLED Model) ***** **** * ****** * from Staples and when I got the email saying the package arrived it was nowhere to be found. I submitted a ticket to their support staff and they emailed me saying I need to resolve the problem with my bank and showed me a picture of the package sitting in the lobby of my building. There has already been several thefts in the lobby and I didn't even know the package was sitting there as the delivery courier did not tell me where the package was dropped off. I do not understand why the burden is placed on me to resolve this issue with my bank when Staples and the delivery courier did not ensure that my package was safely delivered and just left it in an unattended, open lobby where anyone can access. I spent $504.83 on a christmas present that didn't arrive and am incredibly frustrated with how Staples is handling this problem.

  Business Response

  Date: 07/01/2025

  Staples Order #******** – Order Update-SOLVED Ticket #*******
  

  Hello ****,

  I can understand your frustration. Unfortunately, we do experience many fraudulent incidents with deliveries of packages especially during the holiday season. Our Delivery Fleet do their very best to ensure that our customers get their orders on time, but we were faced with certain challenges outside of our control. 

  In your case, we do have pictures to prove the delivery was done in a secure area. There are other mailboxes as well so this was determined to be safe.

  The next step would be to contact your financial institution and create a chargeback.  This is our process as many other companies do.

  I strongly recommend that you do so before the window to do so expires.

  Thank you for your understanding,

  Gina

  **** **********
  Manager, Customer Relations Team, Office of the President,
  
  
  
  

   

   

• Initial Complaint

  Date:03/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 17, 2024 I ordered a remanufactured black ink cartridge from Staples.ca. Order Number: ******** Item: ******* Order Date: October 17 I hardly use my printer, but I had to print a label to return an item. The label was printed in October and I haven’t used my printer since then. Now, I need to print another label in December, but the printer is giving an error for the blank ink cartridge. I reached out to Staples but they will not replace the cartridge because it’s been over 30 days. Seeing that the cartridge is “remanufactured” customers should be allowed to exchange the product as it may malfunction. Please request Staples to take back the faulty product they sold me and give me a regular black ink cartridge. ****** *** ******** ****** ** ******** ***** ** ******* *** ********* ***** **** ********

  Business Response

  Date: 24/01/2025

  Good afternoon,

  I am truly sorry for this inconvenience and delay in resolving what could have been an easy issue.  This could have definitely been handled better in your interest.  

  Please note that I have refunded your order and you can destroy the defective cartridge as we will not be picking it up.

  I hope this is to your entire satisfaction.  If you need further assistance, please feel free to email me directly at:  ****.**********@*******.com.

   

  Thank you,

  ****

   

  Customer Answer

  Date: 24/01/2025

  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  **** ******

• Initial Complaint

  Date:06/12/2024

  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.

  Date of transaction was Dec 6, 2023. Shipping number is FDX ************. Estimated deliver date is. Dec 12, 2023. I had made a purchase online and my delivery is stating that it has been delivered. I don’t know where they delivered it if it’s been delivered because I did not receive it and I do have ring cameras to show that no driver delivered it. My proof is right there. Secondly, I’ve been going back-and-forth and I am getting the runaround between Staples, my bank and ***** claim centre. Staples closed My claim March 2024 and since then I’ve been trying to reopen the claim, But they’re stating that they don’t do that. I opened a claim with ***** and they’re denying the claim because Staples Is denying the claim so I’m getting the runaround. I am very dissatisfied with the service. I am receiving by Staples. It should not take one year to receive my missing product or receive a refund. I am about to open a small claims court claim If this is not resolved shortly. I am asking for a full refund to be sent to me by cheque, Or a in-store credit for Staples. This is really bad service, * ***** ********** *** *** ******* **** *** ********

  Business Response

  Date: 14/01/2025

  Staples Order: ******** - CLOSED Ticket #*******

  Dear ********,

  First of all, let me apologize for this delay. Your request came in during the busiest time of the year.  There was a higher volume of orders and issues to resolve, especially adding the Postal Strike.  

  It's not an excuse however, just an explanation for the delay. It would have been faster if you would have asked to speak to a supervisor when this happened, and someone would have been able to assist you on the spot.

  Nonetheless, I apologize for this.  Here we are now, are you still missing your delivery?  Have you reported this to your credit provider (*******)? 

  Can you please confirm which order you are still missing?  Please email me directly at:  gina.**********@*******.com for faster replies.

  Thank you for your cooperation and understanding,

  ****

   

   

• Initial Complaint

  Date:02/12/2024

  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.

  Me and my husband attended the Staples Store at **** ******* ****** in Ottawa, Ontario on Sept 16th, 2024. We met with wireless consultant Saharsh D. to discuss changing mobile/internet providers to leave **** ******. We changed from **** to ****** (2 mobile & internet) on 09/16/24 because we were promised we would receive 2X$100 staples gift cards at the end of first month. We were told we had to wait 1 month to avoid people signing up, receiving the gift cards and cancelling right after. They had promotion posted as soon as you walked into the store on a whiteboard that said "$100 Staples gift cards for new **** or ****** Customers" for at least 1-2 weeks before/after. Sept 22, I called to ask how we would receive the gift cards and was told they would arrive by email. November 16th I sent an email and was told to wait until end of this month and if we did not receive the gift cards, to reach back out and they would figure it out (email included). Yesterday, November 30th, we went to the store directly to speak with staff and Saharsh D. was in store. Saharsh told us he never promised 2 X$100 staples gift cards. When we disputed this, we were told that we received the gift cards on Sept 16th when we signed up. We again disputed and said check the cameras, we did not receive any gift cards, conveniently the cameras only held footage for a week. Then another employee came over agreeing we received the gifts cards it on September 16th. We again disputed and I explained, the only reason we changed companies today is because of these 2 X $100 gift cards for me to put towards a new phone. Then, Saharsh came back and said it takes 2-4 months to receive the gift cards. Everything said by Saharsh and the other employee contradicted the previous thing that was said. We still do not have these gift cards we were promised for signing up for ****** ****** through Staples and would like to get the 2 X $100 Staples Gift Cards promised.

  Business Response

  Date: 12/01/2025

  Hello,
  
  Customer was appeased for the misunderstanding and issue resolved! 

  Thanks,

  Customer Answer

  Date: 15/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****