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Complaint Details
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Initial Complaint
10/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
10/19/2024 I did a search on ****** today for ****** gift cards...****** was saying States is offering ****** gift card usually $100 now $50 When i click on it it shows me Staples on the right side saying, most popular $50 usually $100. It also said free delivery oct 21 -23 When i clicked on link it showed regular priced card only no discount I contacted live chat and she asked to send me link and said she couldn't see the link because it wasn't a staples link. Then she asked that I email her screen shots.which I did. Then she preceeded to say the link or price you are viewing may not be current. I told her maybe they advertised on ****** and forgot to update pricing on website. I am very disappointed that they don't honor pricing clearly advertised on ******. See screenshot. I would be happy if staples would honor advertised prices on ****** from your website directly because when I click on link it takes me to staples but does not show me the discounted price.for example if I did a search on ****** for a pen and it showed $5.00 at ******* and I clicked on procuct it should show me the same product for $5.00....same. I did a search on ****** for discount ****** gift card and your website comes up saying $50 in green pricing , usually $100. I click on it and it says to your left STAPLES and same info saying MOST POPULAR LOW PRICE...when i click on link it takes me to Staples website but gives me 3 ****** gift cards at regular price non discount. I contacted live chat and sent them info but I believe they are not trained to handle situations like this they couldn't even click on the link i sent them. And had nothing to say about screenshot only be careful with who I'm offering from. Which doesn't make sense because when I click on link it gives regular pricing with no discount
Business response
10/23/2024
Staples apologies for the inconvenience to the customer. Advised the promotion is not an active promotion with Staples, we checked the link provided from ****** and it is not a valid link direct from **************************Customer response
10/23/2024
[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
10/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
10/04/2024 My father wanted to buy a vinyl mat to go under his computer chair. We stopped by the staples at **********************************. My father needed one for a hard wood floor. There were several fold up kinds hanging on a rack. There was one that was on sale for ***** we made sure we got the one that was on sale, the exact dimensions we written one the sales tag and on the packaging. When we got to cashier it ring up *****. I told cashier it was on sale for *****. She assured me it was not they never sell stuff half price so she sent an employee back to check the price after a few minutes I went back and he was taking the sales price off and replacing it. He apologized for the confusion. Then he proceeded to lead me at least 20 ft away from the area to another area and pointed to a pile of vinyl mats that he tried to explain those were the ones on sale they were marked *****! Not only was they higher in price they were not even the same detections advertised on the price he removed. I called and spoke with the store manager and all he would do is say he was sorry. This is blatantly false advertising with a price switch right in front of us.Business response
10/11/2024
Staples apologizes for the inconvenience. We have reached out to the customer but did not get a response. ********************** is certainly willing to discuss this further and provide assistance if the customer responds back to us.Initial Complaint
10/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a ****** ThinkCentre M625Q from staples Aug *******. On Sept ******* computer is frozen and non-responsive. Call ****** and they send tech to replace motherboard and hard drive on Oct ******. Original software is Windows 11 Pro. After replacement motherboard I can't install Windows 11 Pro and it states "This PC cant run Windows 11. This PC doesnt meet the minimum system requirements to install this version of windows" ************* and they states this machine does not support Windows 11 Pro but I purchase from Staples and it came with Windows 11 Pro. Ask ****** if they can replace with a different model that support Windows 11 and they said "NO". I want a replacement that can run Windows 11 Pro. After replacement of motherboard and I tried to install Windows 10 to see if it works the computer keeps on lopping and it does not detect the hard drive at all. The MAIN THING IS I WANT TO RUN WINDOWS 11 PRO. ****** states that Staples is the one who install windows 11 and we don't install windows 11 and we just send the computer to Staples. Called Staples and staples says ****** is ******* has to install Windows 11 Pro. Then that means Staples is selling a computer that is not capable of running Windows 11 on machine but states that it can run Windows 11. I want a REFUND because it is giving me headaches and I have to take time off from work. I am giving a run a round. I am so angry now.Customer response
10/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* ****Initial Complaint
09/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Was approached by Staples Business Advantage for 20% savings on office supplies. Was told to pay invoices at the end of the month. Payment has been sent back in January 2024 and cashed.Business response
10/04/2024
Staples has contacted the customer and apologized for the inconvenience this has caused. It was determined that the charges her Staples Advantage Orders. We contacted our Staples Advantage AR Team to assist and they have contacted the customer to assist with the payments.Initial Complaint
09/17/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered the product on 9/10/24. The delivery service claimed they ran into a delay and could not deliver the product on 9/13/24 and would deliver it on 9/16/24. I never received the product and was never notified that the product had been delivered to my address. I checked the Staples website, and it says the product was delivered to me on 9/16/14. I have sent three e-mails to Staples demanding a refund, since I never received the product, which cost me $76.80. Staples has not answered any of my e-mails, even though they claimed they would answer the first one within one day. One day has passed, and I still haven't heard anything from Staples. Are they going to issue me a refund or not?Business response
09/24/2024
Staples apologizes for the negative experience with your Staples order. The refund was issued on 9/18 to credit your MOP. We appreciate your business with Staples and hope that you will continue to shop with us in the future.Customer response
09/24/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** ********Initial Complaint
09/15/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am filing a formal complaint regarding the Staples Store Manager at the *********, ** location (**************************************************). On Sunday, September 15, 2024, at around 2:30 pm, the manager told me to "go f*** myself" in front of other customers and an employee and attempted to provoke me by asking if I was going to hit him. His actions were completely unprofessional and inflammatory, escalating the situation rather than resolving it. The incident occurred while I was attempting to return an Amazon item, a vacuum-sealed cushion, following Amazons instructions, which indicated no packaging was required. When I arrived at the store, the representative informed me that they couldnt accommodate the return because the cushion wouldnt fit in their boxes and stated, "We are not ***** Frustrated by the inconvenience and wasted time, I requested to speak with the manager.During my interaction with the manager, things became heated, and I admittedly told him to "go f*** himself." However, instead of deescalating the situation, the manager responded in kind, telling me the same go f*** yourself in front of other customers and his employee and attempted to provoke me further by asking if I was going to hit him. I told him I would NOT hit him and left the store.This behavior was entirely inappropriate for a store manager. Instead of handling the situation professionally, he exacerbated it by using vulgar language and provoking me. This is not the level of customer service I expect from **********************, and I believe immediate action should be taken to address this managers conduct.Business response
09/25/2024
Staples apologizes for any inconvenience we may have caused the customer. We have worked with our customer to resolve the issue.Customer response
09/25/2024
I would appreciate resolving this matter after receiving the callback I was promised. I’m still waiting for that call.
Best regards,
TonyBusiness response
10/10/2024
Staples apologizes for any inconvenience we may have caused the customer. We have worked with our customer to resolve the issue.Initial Complaint
09/14/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 06/24/2024 I returned 24 ink cartridges to be recycled at $2 per cartridge. I asked what the I would be receiving for each cartridge a number of times by store associates and was told $2. I went to redeem my rewards, which should have been $48 there was only $10 available. I questioned it and thought that was all I could use at that time, 07/25/2024. When I called Staples Rewards to check the balance of my rewards, I was told their policy changed and now we only receive .50 per cartridge which would give me $12 in lieu of $48. I explained I was told by a number of store associates before I turned them in and was told it would be $2 per ink cartridge and that should be honored. Staples customer service refused to honor it even after speaking to a supervisor, they would not change their mind. I called the store, Staples, **********, ** and told them what happened and they apologized and said they could give me a $20 coupon as that's what they have been giving other customers who had been given misinformation by store associates concerning recycling the ink cartridges. I asked if I could have the ink cartridges back so that I could recycle them somewhere else and was informed they no longer had them. I don't think this is fair and it has happened to a number of customers at that store as I was told they have been talking to the workers and trying to get everyone to stop give the wrong information as they no longer have the program where you receive $2 for each ink cartridge recycled.Business response
09/19/2024
Staples apologizes for any inconvenience caused to the customer. We have been in contact with the customer and provided information about the recycling program. We have issued courtesy points to the customer.Customer response
09/20/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************Initial Complaint
09/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 9/7/2024 I placed an order with Staples for 1 box (70 count) Green Mountain K-cups and 2 boxes of Green Mountain Columbia Select K cups - 24 in each box. The total came to $63.97. I received an email stating they received my order and delivery would be on Tuesday 9/10/2024. On Tuesday I received an email stating the package was delivered at 1:20pm and it stated it was left at front desk. I checked downstairs and there was no package. There is no front desk in our complex. All packages are left on the porch to our condo. I contacted Staples immediately and told them we did not get the package and it was delivered to a wrong address. The name of the carrier is Capstone Logistics. Then the next day 9/11/2024 I received an email from Staples that a replacement was being sent and it would be delivered on 9/12/2024. We waited for the package to be delivered. Then on that day, I received an email that the package was delivered at 11:50am. Went downstairs and no package. Notified Staples again to let them know we never received the package. They email me a picture of proof of delivery and it stated it was left at stock room. Again we do not have a stock room. Called Staples and told them both times we did not receive the package. Told them at this point we are cancelling the order and want a refund. They said they would process it. When we notified them we did not receive the package, they did not have the decency to contact the carrier and have him go back and get the package.*********************Business response
09/18/2024
Staples reached out to the customer to apologize for the inconvenience and delay in his refund being released.
An email confirming the refund has been released and emailed to the customer.
The customer responded he was happy with the resolution.Customer response
09/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************Initial Complaint
09/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Used the staples a to make a purchase of $11.44. Placed it twice - on 9/4/24 and today 9/12/24. My credit card was charged in both instances but not record of the transaction was shown in staples system. I called staples CS and they said they cant do anything and for me to contact ***** Pay directly. Horrible experience esp since they took payment.Business response
09/19/2024
Staples apologizes for the inconvenience we may have caused the customer. The charges have dropped off cust account and we will research the issue on the back end.Initial Complaint
09/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I tried to place an online order for an ** laptop with Staples.com for pickup at my local store. The order would not go through online so I went down to the store. While at the store I chose a ****** laptop for the same price. At home, I eventually got an email after a few days saying the ** was ready to pickup. I then called the store and told them I did not want the ** laptop. I was told the item would be marked as an "abandoned order", which was fine. Following that I received an email saying the ** laptop was picked and my credit card (via ******* was charged $399.99. I did not pick up the ** laptop. I visited the store to resolve the issue and the store manager was not helpful and insisted that the laptop was picked up and that the store always checks ** on pickup. However, the store manager had no record of the ** used to pickup the laptop and then starting saying his inventory had not changed - he was saying both that the laptop was picked up and that he had not sold an ** laptop because his inventory numbers were the same. Both cannot be true!Business response
09/05/2024
Staples apologizes for any inconvenience.
This order was marked as picked up in error. A full refund has been issued to the customer.Customer response
09/06/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************************
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