BBB Business Review

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This business is not BBB accredited.

Staples

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Phone: (508) 253-5000 Fax: (508) 253-9040 500 Staples Dr, Framingham, MA 01702 http://www.staples.com


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Description

Staples, Inc. is a retailer of office supplies, business services, office furniture and technology to consumers and businesses in the United States, Canada, the United Kingdom, Germany, the Netherlands and Portugal. The company was established in Massachusetts in 1985 and incorporated in Delaware in 1987. 


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Staples include:

  • Business has failed to resolve underlying cause(s) of a pattern of complaints

Factors that raised the rating for Staples include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1241 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Reviews  are not used in the calculation of the BBB Rating.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

1241 complaints closed with BBB in last 3 years | 382 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 432
Billing/Collection Issues 53
Delivery Issues 78
Guarantee/Warranty Issues 93
Problems with Product/Service 585
Total Closed Complaints 1241

Additional Complaint Information

According to BBB files this business has a pattern of complaints concerning computer repair. Consumers state that the business causes new or additional damage to computers due to inability of technicians to repair their computer. Consumers who purchased "extended coverage" "extended warranties" or maintenance plans report that the plan did not cover the issue, and that they were charged additional funds for repair. Consumers indicate that they want a refund or replacement, which is not honored by the business.  On 7/23/2014 and 8/12/2014 BBB sent written notices to Staples Inc. identifying the potential pattern of complaint with a request for a business response. As of 9/9/2014, the business did not respond to BBB's request.

Customer Reviews Summary Read customer reviews

113 Customer Reviews on Staples
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 3
Negative Experience 107
Total Customer Reviews 113

Additional Information

BBB file opened: March 26, 2002 Business started: 01/01/1987 in MA Business incorporated 01/01/1985 in DE
Type of Entity

Corporation

Business Management
Mr. Anthony Rodriguez, Customer Relations Specialist Mr. Michael Swimm, Customer Service
Contact Information
Customer Contact: Mr. Anthony Rodriguez, Customer Relations Specialist
Customer Contact: Mr. Michael Swimm, Customer Service
Number of Employees

91,095

Business Category

OFFICE SUPPLIES

Alternate Business Names
Staples, Inc.
Industry Tips
Office Supplies

Customer Review Rating plus BBB Rating Summary

Staples has received 3.57 out of 5 stars based on 113 Customer Reviews and a BBB Rating of B+.

BBB Customer Review Rating plus BBB Rating Overview
Industry Ratings Comparison Chart X
Same Relative Size   All Businesses
The information in the chart below represents an industry ratings comparison of businesses which are of the same relative size or for all businesses (see toggle). This is based on BBB's database of businesses located in Eastern Massachusetts, Maine, Rhode Island and Vermont. Businesses may engage in more than one type of business.
X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.