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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
7/11/24 at 343pm - MAIL OPENED AGAIN!!!! Employee SANJAY opened my Amazon Return that when scanned showed more than one item was being returned. ****** did not have permission to do this. Manager ******* notified. Asked if this was a store policy. ******* did not answer my question and said the package was opened to verify how many items in the package. This is unacceptable. *** NOR KHOLS or even **** do this when mailing in person. Its embarrassing and unacceptable. I would like to see where Staples has permission to opened returned packages to Amazon. 7 months ago I reviewed this business on ****** stating an employee was routinely opening my Amazon returns. ************** the store owner replied and said theyd look into it.
Business response
07/15/2024
We appreciate you taking the time to voice your concerns on the Amazon Returns process in our store. We are considerate of our customer's privacy and take care in shipping the products back to Amazon. We hope that this concern will not dissuade you from shopping at Staples in the future.Customer response
07/18/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
07/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I picked up my online order, which was NOT AS DESCRIBED!!! I didn't notice until I got home because I didn't have time to review the item contents till then after how long the interaction/pickup took in total from arrival to departure. I was overcharged since I did not receive all 12 wipes (only got 4 wipes)Please mail me 8 more Shout wipes OR fully refund me for the item not as described as I am not going back to that store after today's experience. If you want this item back you can provide a prepaid return shipping label.Business response
07/05/2024
Staples apologizes for the inconvenience. The customer and ********************** have been in touch, a full refund was provided and we will look if the customer was accidentally given an incorrect product with the same description but different content countCustomer response
07/05/2024
[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
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Friday, 6/28/24 at 4:23 pm I dropped off a pre-paid *** return to ******, for a package totaling $451.85. I was given a receipt and told the package would be sent out around 5 pm. I checked the *** tracking today on Tues, 7/2/24 and the package is not in the *** system. I called the store and was told to contact ***. *** said I should contact Staples. I asked for a manager who put me on hold, took no information other than my first name, and never got back on the phone. I called back 5 times and was not able to get any help or information. As the last business to have possession of the package, I hold them responsible and would like to file a claim for the return.Business response
07/11/2024
Staples apologizes to the customer for the delay with their *** package. We have confirmed package was located and successfully delivered.Customer response
07/11/2024
Better Business Bureau:
I have reviewed the response submitted by the business and am satisfied that they have located the package in complaint #******** and close my complaint. I still find the way the store employees handled this to be highly unprofessional, causing me unnecessary stress and many lost hours. I don't think they would have done anything unless I filed a complaint and hope that this will improve the customer experience in the future.
Regards,
Lale CanInitial Complaint
07/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed 2 orders for chairs. 1 order (**********) a return was started because the item arrived damaged. The second order (**********) is no longer needed and a return was started. I have been told via the chat and on the phone including a call with a "supervisor" that both of these items will be picked up by 5:00 p.m. on 07/01/24. Order ********* was supposed to be picked up last week after waiting 5 business days. Today when I called again, I was told that a supervisor will call me back and they are trying to get the orders picked up. Staples refuses to tell me the company that is supposed to be picking this up. The only answer I get is "a local carrier". To resolve this issue, Staples needs to pick up these orders and refund my money.Business response
07/05/2024
Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and both chairs have been picked up and the refunds processed.Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 6/26/24 i purchased a laptop online a hour later staples cancelled my order because they called it a price glitch. They now will not honor there price and the supervisor i talked to said there was nothing she could do besides give me a $50 credit. This is insane and they just lost a ton of future business bait and switching people is insane. Sorry staples if you advertise a price and charge someone go through with the sale it is no ones fault but your own incompetenceBusiness response
06/27/2024
Staples apologizes for the inconvenience. We are unable to honor that price. While we make every effort to provide accurate information, inaccuracies or errors may occur, including price information and product specifications. In the unlikely event that there is a typographical error, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you about the cancellation. Staples reserves the right to correct any errors,inaccuracies or omissions, including after an order has been submitted and whether or not the order has been confirmed and your credit card charged.Customer response
06/27/2024
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,***********
Initial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I attempted to purchase coffee online and staples cancelled the order with no explanation why. After speaking to a 2nd supervisor he advised me to place my order in store. I go to store place order and receive a 2nd email the next day that it is cancelled and I would receive a refund by check! I spoke to no one to provide a mailing address. The transaction was still pending per my credit union so it easily could have been cancelled. I believe the manager I spoke was racist among rude and unprofessional and refused to provide her name saying she was an employee of staples. I spoke to 2 supervisors and they were no help and could not say why the order was cancelled. Why wouldnt my refund be provided in form it was paid. I want my money back and will NEVER shop with themBusiness response
07/05/2024
Staples apologizes for any inconvenience we may have caused the customer. We have worked with our customer to resolve the issueInitial Complaint
06/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I want to file a complaint against a Staples location for terrible customer service, shoddy business practices and poor management which led to my task not being completed. The store location is the Staples on ***** **********************. I went to the store on three separate occasions: 6/17, 6/18 and 6/20. Each time I entered the store the customer service got progressively worse. The first time l came in to inquire about print job and the store employee ****** was rude. She appeared bothered that l was seeking assistance in obtaining information on cost and fees associated with the printing. I then came back the following day and a store employee (*******) was incredibly rude, ignoring me while l patiently waited on the line, it was then that l asked to speak to a manager. The store manager appeared agitated and made the experience uncomfortable and unsettling, he barely offered any help other then to show me the self-service station only for me to do it myself. He did not inform me of anything related to what would be needed in order to follow through with the printing (i.e l would need to have either an email or usb to carry out the print job) and misinform me about the total cost. He was terrible but worst yet was the service in the third and final visit. The rep at the printing station on 6/20 was standing idle while l approached the counter, l then called out to her golf which l was ignored initially. When l called out again she approached the counter visibly annoyed and showed no interest in helping me. I then ask to speak to a manager. ****** showed up and proceeded to argue with me that Staples does not provide names of employees. That employee refused to provide her name. ****** showed no concern and even was mirroring that employees poor behavior. As result the print job was never done. A staples card in which $59 was paid for and no services complete. ****** kept the Staples card (which l paid for after giving a partial refund). Terrible experience.Business response
07/01/2024
Staples apologizes for the inconvenience we may have caused the customer. The feedback was addressed with the store staff and the customer was advised of this.Initial Complaint
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 12/6/23 I purchased(3) ************ (3) ******, and (3) Wayfair egift cards (total of 9)from Staples via order # **********. A total of $382.50 was spent on my **** ending 5270, for 9 $50 cards before discounts.I received the cards the same day and things seemed fine. I did not attempt to use any of the cards right away as indidnt have an immediate need. However, in March, I attempted to convert the *********** cards online to another brand (which has to be done to actually access the funds) and learned that all 3 were deactivated. I called Staples and was told to contact the gift card issuer (Blackhawk), which I did. I was told that the cards were never redeemed and that it was deactivated by Staples after the purchase, and I would have to contact Staples once again.I checked my other cards (****** and Wayfair) and learned that they all errored now on balance checking. I called and learned that these two were inactivated after purchase.I then called Staples, spent 2 hours on the phone being moved to different departments, explaining my situation and was ultimately told a team would review and I would see a refund in around 30 days. This has not happened and I am out the $382.50 so far that I spent, which hasn't been refunded in 6 months since my purchase. I tried calling again but have been unsuccessful reaching the department after another hour and a half of trying, so I have given up on waiting for a new response.Business response
07/03/2024
We apologize for the inconvenience and appreciate your patience in resolving this matter. As we discussed, the refund due for the inactivated gift cards has processed. We appreciate your business at Staples.Initial Complaint
06/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Stapes located at *********************************************************************, has NO restrooms for customers shopping. My 9 year old son wanted to use a bathroom badly and he has a G6PD condition but unfortunately this Staples store especially the employee / supervisor tried to prevent my son from using its restrooms. Instead of being polite, the employee was arrogant, sarcastic and rude. Every store ot business must have restrooms for its customers. ********************** management should have the appropriate demeanor in conversing with customers and should be even be more considerate to its customers who have apecial needs. We wish to file this complaint We will never shop at ******** again. Poor customer service quality.Business response
07/01/2024
Staples has apologized to the customer for this inconvenience and assured him it will be addressed. A $20.00 courtesy coupon was emailed to him as a goodwill gesture.Initial Complaint
06/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a printer(Epson ET-8550) on 6/15 at the Staples in ***********, **. Total cost is $880. When the sales manager(******) checked me out, no serial number (**) was requested to be scanned. Thus, no ** was written on the receipt(See attachment). But this became a key issue later on. The price of the printer dropped $200 next day, and also qualified for a discount by "trade-in" program. I went to store the next day with a used printer for a price adjustment. To do this, the system had to return the printer first and then repurchase. During the process, system requested to scan **, which was NOT requested when originally purchasing. After cashier scanned ** on box, system said the ** did not match. Then he tried all barcodes on box but none worked. Then he called HelpDesk, and tried all possible solutions suggested by ********, the problem was still there. During the whole conversation, all of us felt this was a system bug, and ******** told us this issue happens once a while. Without a working solution, we were asked to call the IT department. After all the efforts, only thing I got was an E-ticket (********) created by IT team for this issue. ******* told me that IT normally replied within 24 hours.However, after a week of waiting, nothing was received. Since there was no response from IT, I called the store and talked to the store manager, *****, on 6/16/2024 (next day) and 6/21. The only thing I was told was that the problem had been reported and that I need to continue to wait for a response.During these waiting days, I felt emotional pain every moment when realizing I may have lost $300. I can not continue this suffering any more, and have to write this letter to ask higher management to help. Since the error was on Staples' side, I should be entitled to a refund of $300 ($200 price adjustment +$75 trade-in discount + 9.25% tax) . This can be issued in the form of a Staples e-gift card.Your help to get this issue resolved is highly appreciated!Business response
07/03/2024
Staples apologizes for the inconvenience. Staples and the customer are in contact. This is still a work in progress and Staples will continue to assist the customer.Customer response
07/03/2024
[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,
*************************
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