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. has 2065 locations, listed below.

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  Staples, Inc.

  500 Staples Dr Framingham, MA 01702-4478

• 

  Staples Inc.

  7800 Montgomery Rd Cincinnati, OH 45236-4388

• 

  Staples Inc.

  12050 Princeton Pike Cincinnati, OH 45246-1724

• 

  Staples Inc.

  7659 Mall Rd Florence, KY 41042-1403

• 

  Staples

  252 Daniel Webster Hwy Nashua, NH 03060-5711

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:04/11/2025

  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.

  So I went to Staples in ******* off of 1480 concord pkwy n, concord ***** and I went in there at 6:15 PM on a Friday evening and I walk up to the Amazon return counter so I can take my Amazon package back and and nobody was there and I waited seven minutes and then I look to my left. I seen this lady taking a picture of some other customer. I dont know what for none of my business but she came back and she did not greeted me for another five minutes.and she finally told me youre in a **** line you supposed to be over here and I will apply. Let me see the manager and she got snappy and said OK and then she radio the manager and a manager said that she was not coming because she was with a customer and did she say I could just leave so I waited there for another 30 minutes so altogether I was there for 50 minutes with no help at all.

  

  Business Response

  Date: 04/14/2025

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

  Customer Answer

  Date: 04/14/2025

  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,

  ******

   

   

• Initial Complaint

  Date:04/02/2025

  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 am writing to formally file a complaint regarding a recent purchase I made at the Staples store located in ********, **, on April 1, 2025, at approximately 7:43 PM.Upon arriving home and unboxing the Apple AirPods Pro that I purchased for $189, I immediately noticed several issues. First, the device was already turned on as the green light was flashing. I also discovered that the charging cable and additional ear covers, which should have been included, were missing from the box. Additionally, when I tried to connect the earbuds to my phone, only one of the two earbuds worked.The next day, I visited the store during my lunch break and explained the situation to a store associate. The associate then brought over the assistant manager, *****, who informed me that I could not return the product because the serial number on the box did not match the serial number on the device. I explained that this was the product I purchased from the store, and ***** told me theres nothing I can do, this is our store policy and to call ***** because they are not responsible. I then contacted the staples corporate office and spoke with a representative from the Presidents office. Unfortunately, I was told they could not assist me because the serial numbers did not match. I was told to reach out to ***** for resolution.I contacted *****, and the customer service representative informed me that the product I purchased had already been sold in December 2024. I was also told that ***** could not assist with issues involving third-party vendors. This call reference # ************. Frustrated, I then called the assistant store manager at Staples again to express my dissatisfaction. Despite all my efforts, I am still out $189 with no resolution, and I feel that Staples has failed to take accountability for the faulty product.I request your assistance in resolving this matter. Staples is responsible for ensuring the products they sell are in proper working condition.

  

  Business Response

  Date: 04/04/2025

  Staples apologizes for the inconvenience. ******'s serial number needs to match the serial number of the product sold, be within 14 days of purchase, and have a valid receipt. The Item did not match the info shown on the receipt. Our position remains the same.

• Initial Complaint

  Date:03/27/2025

  Type:Sales and Advertising 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 did not renew my staples membership. I had multiple salespeople call and try to persuade me to do so, however I declined. I had the option to do so, yet did not select the renewal when I purchased items from Staples. Staples charged me the $299 renewal fee and sent me to collections. I have requested a contract that I signed and have yet to receive that. I joined for one year, which I paid for, and did not see the value and chose not to renew. I do not see how a company can send you to collections and mandate that you pay a $299 fee that you did not agree to.

  

  Business Response

  Date: 03/31/2025

  Staples apologies to the customer and we are working to ensure customer is refunded for any unwanted charges and that the account is no longer in collections.

• Initial Complaint

  Date:03/16/2025

  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 recently recycled my second Apple device to **********************, which offers to dispose of it properly, which is great. Unfortunately, I just got notified that someone is trying to access the device illicitly. This is the second time it has happened. Last December, I recycled an old computer that was erased, and someone restored it at the store and tried to get my mom's social security number, referencing a document on the old computer. These issues happen shortly after recycling. The store needs to nail down the process to avoid fraud.

  

  Business Response

  Date: 03/26/2025

  Staples apologizes for the inconvenience. Someone from our team is trying to get in touch with the customer by email and to assist further we are waiting for a response from the customer. Once received we will continue to assist in this matter. 

• Initial Complaint

  Date:03/15/2025

  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.

  Staples provides services by ******** at many of its locations.iPostal1 advertises: "Now you can: Receive *************** from Any Carrier. Because every ******* digital mailbox address is a real street address, not a standard postal box, you can receive mail and packages not only from the ****, but also from *****, *** and other carriers." See the attached screen shot of the iPostal1 website.We established an iPostal1 mailbox at ******, ** to receive packages only from *** and *****. Two packages were delivered by ***** to our mailbox address in ******. When I contacted iPostal1 at the ****** location *************), the ******* representative informed me that the ****** location processes only letters delivered by the ********************, and that they do not accept packages from ***** or ***. ****** ******, the manager of the Staples store where iPostal1 is located confirmed this by phone at ************. I called customer service at iPostal1. The customer service representative, ******** *., called the ****** location, and she independently confirmed that iPostal1 does not accept packages at that location.There are three issues: 1. In this case, iPostal1 does not provide the service offered on its website.2. Although we were going to use this mailbox only to receive packages from *** and *****, iPostal1 required us to submit US ************** Form ******. ******** required us to use their partner, *********, for notary service for **** Form 1583, at a cost of $25.00. We were not allowed to choose another notary service. Note that the notary service fee requirement by ******** is documented in the attached correspondence with iPostal1. Although ******** customer service confirmed on 2/28/25 that the iPostal1 location in ******, **, does not accept packages, the iPostal1 website still offers their ******, ** location as a location at which "you can receive mail and packages not only from the ****, but also from *****, *** and other carriers."

  

  Business Response

  Date: 03/18/2025

  Staples apologizes for any inconvenience. We have addressed the concerns. The store does accept ***** and *** packages.

  Customer Answer

  Date: 03/18/2025

  [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:03/13/2025

  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.

  We paid an open invoice with a check and the check cleared our account on 10/1. They never credited our account, and I have been emailing them, and calling them, with proof of payment since December. I have all the email chains to back this up, as well as the proof from our bank that the check cleared on 10/1. I was notified on 3/5 that there were 2 invoices from December that were open, and I requested the agent to send them to me, which she did, and I issued payment via *** that day. I also emailed the ** team, as well as the agent, to advise that the *** payment was made. As of today, they still haven't applied the payment to our account and show the balance as past due. This morning, we received an email from a collection's agency, our account was turned over to collections despite me showing proof of payment since December. I forwarded the proof of payment to the collection's agency; however, our credit will still be impacted because it was turned over. Our account should've never been turned over and when proof of payment was provided in December, the issue should've been resolved. I am forwarding some of the email exchanges, as well as the copy of the cleared check from our bank, a screenshot from our bank showing that the check cleared, as well as confirmation of the *** payment.

  

  Business Response

  Date: 03/20/2025

  Staples apologizes for any inconvenience, we have been in touch with the customer. We have contacted ********************** Business Advantage who has contacted the customer to assist with her concerns.

  Customer Answer

  Date: 03/20/2025

  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. 

  Our account was erroneously turned over to a collection's agency as we paid the invoice in October 2024 and have been providing proof of payment since December.  They finally acknowledged yesterday that they "located" our payment, however, they posted the payment as of 3/20/25.  The payment was received on 10/1, and our records need to be updated accordingly.  I asked to be copied on the correspondence with the collection's agency to notify them the account was turned over erroneously, which I have not received.  I also emailed the collection's agency to find out what credit bureaus they report to so I can try and mitigate the damage and cannot get a response.  We are a CPA firm, and having one of our accounts turned over to collections and reported to Dun & Bradstreet or any of the other credit bureaus can have serious implications on our business.  Staples needs to rectify our account within their internal records and with the collection's agency and any outside parties that we were reported to.  There are no concerns on their end as to the impact this could have on our business.  
  
  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: 04/03/2025

  Staples apologizes for any inconvenience, we have been in touch with the customer and our ********************** Advantage team. The customers concern has been resolved.

• Initial Complaint

  Date:03/12/2025

  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.

  As a faithful and loyal customer of ********************** PC gaming tech services, I must say that I am only disappointed / dissatisfied / disgruntled in my last request for the installation / attachment of my USB drive (with mods installed) to my OMSI 2 bus simulator game. Since I picked up PC, I've noticed missing bus mods from USB drive that don't show up on game. I've also noticed that D:/ is no longer available, when it was before. I cannot/know how to fix issue so that I can download anything. This PC is for gaming only. I made it clear that I am not tech savvy ( nothing is obvious) with little to no PC skills.... I trusted and paid for (5 times) the services of Staples to simply attach USB drive with mods to the game OMSI 2 .My time and money is valuable.I did not get what I paid for from Staples.

  

  Business Response

  Date: 03/17/2025

  Staples apologizes for the inconvenience we may have caused the customer. We have communicated with the customer and partnered with the store regarding customer concerns. The store will make it right or refund the customer. The customer has been advised of this resolution.

  Customer Answer

  Date: 03/17/2025

  [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:03/12/2025

  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.

  Placed an order on March 5th, 2025 that was delivered on March 6th, 2025. When picking up my package, I see that it was ripped on the side and my item had been taken from the box. I reach out to support and the representative notifies me that theyll process a replacement. Short while later, I see that the replacement has been canceled so I reach out again and same thing, the order gets canceled. I talked to multiple representatives and they all give me the same answer and dont provide any help. Now Im stuck with a missing item and out of my money with no help from Staples.

  

  Business Response

  Date: 03/14/2025

  Staples apologizes for the inconvenience, we were able to resolve the issue with the customer and arrange a redelivery of the product.

  Customer Answer

  Date: 03/20/2025

  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. 
  I was emailed with a new order ID stating that my item would be replaced and delivered within 2-3 days. Its been a week and the order was never shipped out, I reached out to the supervisor and they have not responded despite the issue still not being resolved.

  
  
  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,

  Shar

   

   

  

  Business Response

  Date: 03/31/2025

  Staples apologizes for the inconvenience. We have been in touch with the customer, and the item has now arrived

• 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