BBB Business Review

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This business is not BBB accredited.

Staples, Inc.

Find a Location

Phone: (800) 333-3330 500 Staples Dr, Framingham, MA 01702 View Additional Email Addresses http://www.staples.com


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Description

Staples, Inc. specializes in office supplies. The business products and services include office furniture, paper & stationery, ink & toner, arts and crafts, homewares and appliances, safety supplies, a copy/print center and shipping, packing and mailing services.


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 affect the rating for Staples, Inc. include:

  • Business has failed to resolve underlying cause(s) of a pattern of complaints
  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1101 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

1101 complaints closed with BBB in last 3 years | 319 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 351
Billing/Collection Issues 60
Delivery Issues 80
Guarantee/Warranty Issues 62
Problems with Product/Service 548
Total Closed Complaints 1101

Additional Complaint Information

According to BBB files this business has a pattern of complaint concerning consumers who order sale items online, receive confirmation that item was purchased and an expected delivery date, but within a day are notified that the order is cancelled due to  the item being “out of stock.” Consumers are informed that rain checks are not available.  Consumer note that after the sale has ended, the item is back in stock at a higher (regular) price. Consumer claim the business is engaging in “bait and switch” practices to sell items at the higher price when consumers actually purchased the item at the sale price.Consumers calling or emailing Staples with issues find slow response times.   Conflicting information is relayed by the Customer Service representatives online, via phone or in store regarding what is or what is not a “qualified” sale for Rewards Program.  Consumers do not understand why items purchased at kiosks are not eligible to be counted toward their Rewards balance.Consumers indicate that they want correct inventory information displayed online for in-store and online sale products specifically if the sale is on a limited quantity. Consumers request transparent conditions or exclusions for coupons or special offers and Staples Rewards, as well as correct and consistent information regarding sales and Rewards program from in store personnel and customer service representatives via phone or online chat.on 3/16/16 BBB sent a written notice to Staples identifying the potential pattern of complaint with a request for a business response. As of 4/15/16 The business did not respond to BBB's request.

Customer Reviews Summary Read customer reviews

121 Customer Reviews on Staples, Inc.
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 2
Negative Experience 117
Total Customer Reviews 121

Additional Information

BBB file opened: March 26, 2002 Business started: 01/23/1986 in DE Business started locally: 02/11/1986 Business incorporated 01/23/1986 in DE
Type of Entity

Corporation

Ticker Symbol

SPLS

Contact Information
Customer Contact: Ms. Erica Bemis, Customer Relations Specialist
Number of Employees

91,095

Business Category

OFFICE SUPPLIES COPYING & DUPLICATING SERVICE OFFICE FURNITURE & EQUIPMENT-DEALERS PRINTERS COMPUTERS-SERVICE & REPAIR CELLULAR TELEPHONE EQUIPMENT & SUPPLIES COMPUTERS-HARDWARE & SUPPLIES Stationery and Office Supplies Merchant Wholesalers (NAICS: 424120)

Refund and Exchange Policy
Please visit http://www.staples.com/sbd/cre/help-center/returns-policy-popup/ for our full return policy. 
Alternate Business Names
Staples Staples Security
Industry Tips
Computer Software - 5 Tips - Video Computers - Software and Services Finding a Reliable Printing Business - 5 Tips - Video Graphics Printing Office Supplies Printers Read Before You Sign

Customer Review Rating plus BBB Rating Summary

Staples, Inc. has received 3.04 out of 5 stars based on 121 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.