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Eastern Massachusetts, Maine, Rhode Island and Vermont

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This Business is not BBB accredited


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Phone: (508) 253-5000 Fax: (508) 253-9040 500 Staples Dr, Framingham, MA 01702


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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. The company employs 53,000 people.

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 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Staples include:

  • Advertising issue(s) found by BBB
  • 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 1319 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

1319 complaints closed with BBB in last 3 years | 451 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 439
Billing/Collection Issues 61
Delivery Issues 67
Guarantee/Warranty Issues 109
Problems with Product/Service 643
Total Closed Complaints 1319

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. BBB sent a written notice to Staples Inc. identifying the potential pattern of complaint with a request for a business response. As of 9/9/14, the business did not respond to BBB's request.

Customer Reviews Summary Read customer reviews

89 Customer Reviews on Staples
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 2
Negative Experience 84
Total Customer Reviews 89

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


Business Management
Mr. Christopher P Fernandes, Executive Customer Relations Specialist Mr. Michael Swimm, Customer Service
Contact Information
Principal: Mr. Christopher P Fernandes, Executive Customer Relations Specialist
Customer Contact: Mr. Michael Swimm, Customer Service
Number of Employees


Business Category


Alternate Business Names
Staples, Inc.
Industry Tips
Office Supplies

Customer Review Rating plus BBB Rating Summary

Staples has received 3.15 out of 5 stars based on 89 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.

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Professional AffiliationsX

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.


BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.


Industry Tips


What is BBB Advertising Review?

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What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.


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