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.

  12050 Princeton Pike Cincinnati, OH 45246-1724

• 

  Staples Inc

  1190 Jefferson Rd Rochester, NY 14623-3102

• 

  Staples

  2880 Cochran St Simi Valley, CA 93065-0700

• 

  Staples

  23660 US Highway 19 N Clearwater, FL 33765-1570

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:03/12/2025

  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.

  Their company has always had this kind of gift card advertisement, clearly stating on their official website and app that a person can purchase up to 9 cards in one day. There are other regulations for that store; initially, it was said that a person could only buy 6 cards. I even presented the advertisement from the official website and had previously complained about this issue. The headquarters responded that a person can indeed purchase 9 cards in a day and mentioned they would re-educate that store, as other branches do not have this problem.Until February 3rd, I discovered that the gift cards I had purchased previously had not been successfully loaded. When I bought them, the receipt noted a refund was needed, but the cashier at the store said she had already taken care of it. It wasn't until I tried to use the card that I found there was no money on it. I then called that branch and spoke to a staff member who identified herself as Sarril. She claimed to be the manager returning from vacation and said this issue had to go through online customer service to be resolved, adding that it couldn't be handled on holidays, which seemed like a delay tactic.On February 3rd, a person identifying herself as Sarril, who claimed to have worked at that branch for over 8 years, said she had the absolute authority to change company policies. She stated that, with the approval of a supervisor named ****, the company's public policy was altered to allow only 6 gift cards to be purchased per family in one day. This is clearly misleading advertising. I reported this to the representative who initially asked me to withdraw my complaint, but received a response indicating they could not help. Is advertising now just a way to deceive consumers? There is absolutely no integrity involved!

  

  Business Response

  Date: 03/18/2025

  Staples apologizes for the inconvenience. We are in touch with the customer and are working towards a resolution.

  Customer Answer

  Date: 03/18/2025

  Dear Better Business Bureau,
  
  I have reviewed the response submitted by the business regarding complaint #********. Unfortunately, I must express my dissatisfaction with their response, as it does not address my actual concerns.
  
  The representative's reply seemed to focus solely on greetings and reiterated matters that have already been resolved, without providing any meaningful solutions to my ongoing issues. Specifically, the response fails to address my concerns regarding misleading advertising and the lack of appropriate follow-up on these matters.
  
  It is essential for businesses to acknowledge and actively resolve customer complaints rather than merely restating previous actions. I am still awaiting a clear resolution regarding the issues I raised, and the response from the business does not meet my expectations.
  
  Thank you for your attention to this matter.
  
  Regards,  
  Yujou *****

   

   

  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,

  Yujou

   

   

  

  Business Response

  Date: 03/18/2025

  Thank you for bringing this matter to our attention. Staples takes customer concerns seriously and is committed to maintaining compliance with all applicable federal guidelines, including those regarding limits on gift card purchases.
  Regarding the gift card in question, we have reached out to the customer to request the necessary purchase details to investigate the issue thoroughly. Unfortunately, we have not yet received the requested documentation. Once we receive this information, we will promptly investigate and work toward a resolution.
  In the meantime, we will also review the customers concerns internally and address any issues as needed to ensure a positive customer experience.
  We value the opportunity to address this matter and remain committed to finding a satisfactory resolution.

  Customer Answer

  Date: 03/19/2025

  Subject: Follow-Up on Complaint Regarding Misleading Gift Card Advertising
  
  Dear BBB,
  
  I would like to provide additional information regarding my complaint about Staples.
  
  In my initial complaint, I submitted photos that were taken from the companys public webpage, clearly showing the misleading advertising related to their gift cards. However, the store manager, ******, claimed that they are not obligated to address complaints from the corporate office and do not need to adhere to corporate policies.
  
  Furthermore, regarding the documents mentioned by the companys customer service, I want to emphasize that the store has these documents on file, which means there was no need for me to provide additional evidence. This highlights the companys customer service failure to fulfill its responsibility in coordinating and addressing these issues. 
  
  It is concerning that a company with multiple locations is unable to manage its stores to ensure compliance with corporate advertising policies. This raises questions about whether there is a potential for deceptive practices against consumers. 
  
  Additionally, after I filed my complaint with the BBB, I received a communication from the company suggesting I should shop elsewhere, completely disregarding the issue of false advertising at their location.
  
  This response indicates a lack of accountability and a failure to address the specific concerns raised about their advertising practices. I appreciate your attention to this matter and hope for a resolution that holds the company accountable for its misleading advertising.
  
  Thank you for your assistance.
  
  Sincerely,  
  Yujou *****

   

   

  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,

  Yujou

   

   

• Initial Complaint

  Date:03/07/2025

  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 arrived at the store yesterday at 530 to return amazon items and was told the ****** returns were closed while numerous workers stood by. This was in fact a lie, amazon returns were not closed, none of the workers wanted to help me.

  

  Business Response

  Date: 03/10/2025

  Staples apologizes for the inconvenience. We have reached out to the customer to get more information and we will address this internally to avoid a similar situation in the future

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/4/24: two packages were delivered to my Ipostal address in at the Staples location. I received neither package and was told they must have been misplaced or returned to sender; however, I still have not received either package and the company is unable to tell me what happened. An employee, ****** said she would handle my packages personally to avoid them becoming lost again. On 12/11/24: Staples employee uploaded 12 photos of mail that did not belong to me and also had another customers personal information on the documents uploaded. Verbally explained this to multiple employees on 3 different occasions and have not had the letters taken off of my account and I am being charged for "extra storage" for letters that are not mine and are not physically in my mailbox. Staples employees have failed to fix this for me. On 2/27/25: Received another package on this date with a delivery confirmation sent to my phone; staples employees stated they cannot locate my mailbox and they do not know where my delivery went. They have no answers for me other than the girl, ****** that was supposed to keep track of my deliveries quit and did not explain anything to any other employee about what she has done with my mail/mailbox. Multiple occasions throughout this time period I have gone to pickup my mail and have been told they misplaced my package and then called a couple days later for me to come pick it up; or they have completely misplaced my packages and I have not received (to this date: 2/28/25) 3 packages so far. No one can give me answers at this establishment and there is no resolution to my issues when I go there. I am going to cancel this account with the ipostal company and see if I can get any refunds for this box that I have purchased. I also want to report this specific location for mishandling important and personal information without any resolve. I have spoken with multiple employees with no further information.

  

  Business Response

  Date: 03/10/2025

  Staples apologizes for any inconvenience. We have contacted the customer and we are waiting for a response.

• Initial Complaint

  Date:02/25/2025

  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

  

  Business Response

  Date: 03/03/2025

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

• Initial Complaint

  Date:02/24/2025

  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 made the label and accepted my package for pickup by ***. *** never received the package from Staples. Staples claimed that packages are not scanned out of the store and packages are not tracked from the store to UPS.I lost over $100 of items, the cost of shipping, and the cost of having to cancel a check that was in the package. Staples has completely avoided taking responsibility for the lost package. Its shocking that the store is so negligent with packages that they cant confirm which packages have even been in the store.

  

  Business Response

  Date: 03/04/2025

  Staples has apologized for this situation, explained that Staples is a drop off for *** and the packages are scanned by *** once received back at their warehouse, not as they are picked up.
  We have confirmed that *** Claims has issued the customer a check for $141.71 on 03/03/25 and the store issued the refund of $141.71 on 01/28/25

• Initial Complaint

  Date:02/24/2025

  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 returned a 4tg SSD Internal hard drive for which I was given a receipt, on February 17th 2025 at 6:02pm per Staples receipt, as of today February 24th 2025 12:02pm, ********** is saying they havent received the hard drive and thus no return of my money has even been attempted. The amount owed is $224.69. Calls to the store end in me being told by the automated system that no one is available to address my concerns. When I was in the store on the 17th I saw 5 employees standing around acting as if i was abother to them. Three on my left who directed me back to the right side of the store where the 2 employees 1 male and 1 female were more concerned with talking to themselves than waiting on me the customer.

  

  Business Response

  Date: 02/28/2025

  Apologized to the customer, we researched the situation and the package was dropped off and has left our store location. Anything further would need to be discussed with ******. The customer can use his drop off confirmation in the discussion with ******.

  Customer Answer

  Date: 02/28/2025

  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. 

  [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,

  *******

  As of today February 28th 2025 11:22 am ****** is saying they don't have the package. Before contacting the BBB I called the store to speak to the manager and was given the automated machine which stated no one was available to help me. So not even one actual person took my call. I called Staples customer support ********************************************* to Amazon rather than be concerned with the issue. On the 17 th when i was in the store there were 5 people working basically standing around the fron of the store talking to one another  rather than waiting on me or any other customer so, customer service isnt a top priority. I gave the ****** 4tb SSD Internal Hard Drive w/heatsink in its origional package unopened and in perfect condiction to Staples and they gave me a receipt and now ****** is saying they don't have it and Staples is telling me contact ******. Sonce they are the ones who shipped the package I gave them they need to contact ****** and find out why ****** is saying they dont have it.

   

  

  Business Response

  Date: 03/04/2025

  Staples apologizes for the inconveniences. Staples is unable to assist further. The customer was provided with a confirmation receipt during drop off and any further steps will need to be discussed with ****** using the drop off confirmation receipt. 

  Customer Answer

  Date: 03/04/2025

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

  I have confirmed that the package was dropped off to Staples yet Amazon doesnt have the package. Staples apparently has not returned the item to ******. Its the resposibility of Staples to return products to the business for retunr credit to me. As stated to Staples and on I belive in my complaint I dealt with 5 employee that day in question who were more concerned with talking to each other than being bothered my assisting customer. When the item in question was missing I first try to reach the store, their automated system rejected my call saying no one was available to answer my call. When i called the **************************** to ******. I handed the *** hard drive to Staples employee who gave me a receipt but its not settled till ****** actually Receives the *** Hard Drive. Staples isnt taking resposibilty and wants me to do their job. ****** wants their product back. I dont have it I gave it to Staples so why hasnt Staples provided me or the BBB with a letter from amazon confirming they had the *** Hard Drive, it's because Staples never shipped it to Amazon.

   

• Initial Complaint

  Date:02/24/2025

  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 Jan. 3 I wanted to buy an ink bundle to get 30% back in points. I paid for it then and the ink was supposed to have been delivered to my local store (**********, **). Two days later I got an email and it showed Munster, IN, which is an hour away from me. The employee who completed the transaction didn't double check where the ink was going to. I was not able to get out there to pick it up that week and so the mgr cancelled the transaction. We were talking about other things and the topic of the refund never came up. I was just going to go back in and get a refund in person. But on the 6th I got an email asking me for my address because a check would be mailed to me. So I sent them that and for a month I never heard anything. So I inquired again and was told a check was mailed on the 9th but I never received it. They resent the check out. I received check #******* but saw through **** email that another Staples check was coming to me. I went ahead and cashed the first check on Feb 14. The second check is #*******. The check #******* was returned and I was penalized by my bank $10 on Feb 20. I have no idea what is going on. Was that check voided and no one at Staples warned me not to cash it? I still have check #******* but I am afraid to cash it. My refund has been long overdue. Can you please figure out what is going on? Can I please be reimbursed the fee for a total refund of $99.87? I talked to my bank and the teller said that Staples should refund it. Thank you for helping.

  

  Business Response

  Date: 02/26/2025

  Staples apologizes for the inconvenience we may have caused the customer. In researching the situation, we have found that when the customer reached out to let us know she didn't receive the check refund, we stopped payment and issued a new check. Customer received both the canceled check and the new check and tried to cash the canceled check. We have advised the customer.

  Customer Answer

  Date: 02/26/2025

  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. 

  Hello, I am partially satisfied with the determination. I was never notified that the first check was cancelled. If you look through the email history that can be seen. I was charged $10 by my bank as shown in the picture and would like Staples to please send a check for that amount so I can be made whole. All I wanted was some ink. I can't believe it's turned into a two month ordeal and check issue. Thank you for your help. 
  
  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,

  April

   

   

  

  Business Response

  Date: 03/05/2025

  Staples apologizes for the inconvenience. The customer emailed their case owner directly and the case owner provided a courtesy coupon as a gesture of goodwill. This has been communicated to the customer directly.

• Initial Complaint

  Date:02/13/2025

  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.

  Dear BBB,I am filing this complaint about an unpleasant experience at the Staples store in ******, ** (Store Number 1910). My friend and I visited the store to purchase office chairs. After selecting identical chairs, we noticed two different prices: $199 and $209. The employee, ******, explained the $199 price was expired, and we accepted the $209 price.However, when I went to check out, I was charged more than my friend for the same chair. We returned to the store to resolve the issue, and ****** approached us. Instead of helping, he became hostile, raising his voice and insisting the difference was due to an assembly fee. We understood but felt it was unfair for me to pay the extra fee due to their mistake. ****** escalated the situation, yelling and waving his arms, making us uncomfortable. Another customer intervened, criticizing ******* behavior, but ****** responded by yelling at the customer as well.*****, another manager, eventually stepped in and corrected the issue by removing the assembly fee from my friend's receipt. While ***** handled the situation professionally, ******* actions were deeply concerning. Additionally, I discovered online reviews highlighting similar complaints about ******* behavior, and it seems no action has been taken to address this.I request that Staples review the camera footage and address the conduct of ****** to ensure this does not happen to other customers. I expect better customer service from a reputable company like Staples and hope this matter will be taken seriously.

  

  Business Response

  Date: 02/18/2025

  Staples apologies for the experience, and advised the customer this situation was handled internally.

  Customer Answer

  Date: 02/18/2025

  [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:02/13/2025

  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 got a refund egift card several years ago. When I want to use it this year it can't go through and I got the error message when I try to check the balance on the website. It looks like the egift card I got is fake. I still have the refund email sent by Staples for proof. Please help me with the issue.

  

  Business Response

  Date: 02/21/2025

  Staples apologizes for the inconvenience we may have caused the customer. In researching the situation, we have found that the card was fine and had the correct balance but the customer provided another card, and that one has been replaced and the issue has been resolved.

• Initial Complaint

  Date:02/13/2025

  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.

  I ship a package through staples and its loss. I was told by *** to have staples put a claim in. I call staples multiples times, and they refuse to do it. *** the manager/ supervisor keeps tell me I have to call *** and *** keep telling me same to call staples. If Staples had put the claim in this would have been over. They are not co- operating with me when I call staples. I am so disappointed in the way that they are handling the situation.

  

  Business Response

  Date: 02/14/2025

  Staples apologizes for the inconvenience. A claim has been done with the appropriate Staples team and is moving forward. Feedback about the lack of help will be provided to the store team as a learning opportunity

  Customer Answer

  Date: 02/14/2025

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