Complaints

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Me and my husband attended the Staples Store at **** ******* ****** in Ottawa, Ontario on Sept 16th, 2024. We met with wireless consultant Saharsh D. to discuss changing mobile/internet providers to leave **** ******. We changed from **** to ****** (2 mobile & internet) on 09/16/24 because we were promised we would receive 2X$100 staples gift cards at the end of first month. We were told we had to wait 1 month to avoid people signing up, receiving the gift cards and cancelling right after. They had promotion posted as soon as you walked into the store on a whiteboard that said "$100 Staples gift cards for new **** or ****** Customers" for at least 1-2 weeks before/after. Sept 22, I called to ask how we would receive the gift cards and was told they would arrive by email. November 16th I sent an email and was told to wait until end of this month and if we did not receive the gift cards, to reach back out and they would figure it out (email included). Yesterday, November 30th, we went to the store directly to speak with staff and Saharsh D. was in store. Saharsh told us he never promised 2 X$100 staples gift cards. When we disputed this, we were told that we received the gift cards on Sept 16th when we signed up. We again disputed and said check the cameras, we did not receive any gift cards, conveniently the cameras only held footage for a week. Then another employee came over agreeing we received the gifts cards it on September 16th. We again disputed and I explained, the only reason we changed companies today is because of these 2 X $100 gift cards for me to put towards a new phone. Then, Saharsh came back and said it takes 2-4 months to receive the gift cards. Everything said by Saharsh and the other employee contradicted the previous thing that was said. We still do not have these gift cards we were promised for signing up for ****** ****** through Staples and would like to get the 2 X $100 Staples Gift Cards promised.

  Business response

  12/01/2025

  Hello,
  
  Customer was appeased for the misunderstanding and issue resolved! 

  Thanks,

  Customer response

  15/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  26/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On dec 10 /2023 I brought an staple brand (******* ****** **) usb C 10 ft charger wire. But doesn't work now I am looking to exchange it for an new the store they do not carry it . I call staple the person the brand doesn't show as there product but on there website it is ,I email them they said to contact Teqtronix but there not picking up there phone https://*****************************************************************************************************************************************************************************************************************************************************************

  Business response

  19/02/2024

  Good morning!

  This customer has also reached out to us directly through our Staples Contact us-and we will address this with him.  NEW Ticket #*******

   

  Thank you,

  Gina

  Customer response

  19/02/2024

  
  Complaint: ********
  
  I am rejecting this response because 

  On there website it says its an staples product :
  
  Sincerely,
  
  ******** ******

  Business response

  27/02/2024

  Good morning!

  SOLVED Ticket #*******

  I apologize that this issue is still not resolved to your satisfaction.  The items are now discontinued by the supplier.  In this case, I have issued you a refund for both items. 

  You should see the credit on your CC on file withing 2-4 business days.

  Thank you,

  Gina

  Customer response

  27/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  12/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January 7, 2024 I was searching online for single fold paper towels and came across several options on Staples' website, including the ***** brand **** ********** paper towels in a 24-pack. On that product page there was a promotional offer noting that until November 28, purchases of the 24-pack towels would come with the accompanying towel dispenser from the same brand. It also provided a promo code. Consequently, I attempted to purchase said 24-pack of towels and added the promo code but it didn't work. So I then attempted to add both the towels and the dispenser into my cart (plus the code) and it still didn't work. At that point, I thought perhaps the online purchase would just recognise that there was a promotion for that product once I've placed the order for the paper towels and was close to putting through that transaction, but at the last minute decided to initiate a Chat session with their associate to see if they can apply the promo code on their end. The agent went to verify the code, and advised that the promotion had actually expired but he acknowledged that the promotion did not specify a year (only "November 28") and since the promotion was still widely and openly advertised on numerous pages of their website, he would escalate the matter to their HQ to resolve the matter. I also provided the links to all the pages where I saw that promotion as I suspect they may want to remove all associated ads to avoid further confusion with other customers. The agent apologized for the error and said he'd expect HQ to honour their own promotion, especially given that it was their error and so openly advertised. He also advised I would hear back within 1-2 business days. I have yet to hear back from them but I did notice today that they have removed all signs of that promotion from all the pages where I provided them links to. **** ***** ******* *** **** ** ** ***** *** **** ****** **** ** ** *** ***** ***** *** ****** ***** *** *************** 

  Business response

  24/01/2024

  This was already responded to directly to the customer but we have not received a reply back.  

  Hi *******,

  Please respond to your email for further assistance or information.

  ON-HOLD Ticket #*******
  Saturday, Jan 20, 2024 3:59
  
  Hi *******, 
   
  I hope you are doing well. 
   
  This is Wincy from Customer Relations Team of  Staples Canada. I am reaching out to you regarding your concern about the coupon inquiry. We apologize for any inconvenience and confusion this may have caused you. The coupon code ***** had already been expired at the time you saw it on the website. However, we want to make this right for you, we will honor the free dispenser as advertised on the website. 
   
  In order for you to avail the promo, you can place the order online for item #****** and the dispenser item #*******. You will be charged for both items as the system will not be able to recognize the promo item.  Once the order ships out, we can go ahead and make the adjustment by crediting back the amount of the dispenser with tax. 
   
  Please reply to this email with your new order number to process the refund.  
   
  Again, we sincerely apologize for the inconvenience caused. Should you have other questions, please do not hesitate to contact us.   
   
  Thank you for choosing Staples.ca.
  Wincy S.

• Initial Complaint

  12/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  on January 1st, I ordered ***** **** * from staples.ca. it showed that it had been delivered i decided to contact them and ask how is that possible when that day nothing was received at my house. So I did they told me it would be 3 days to investigate and they would get back to me. They got back to me and told me that they can help and that I have to contact my bank to reverse the transaction.

  Business response

  19/01/2024

   

  Ticket #*******

  Good afternoon,

  I apologize for this negative experience with the delivery of your order.  However, as previously explained, our driver has provided us with a POD, proving the delivery was signed for.  

  It is standard policy that we advise our customers that the next step is to dispute this with the credit card company to investigate further.

  Thank you,

  Gina

  Manager, Customer Relations Team, Office of the President,

  Directrice, Équipe des Relations avec la Clientèle, Bureau Chef Staples Canada
           

• Initial Complaint

  02/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On October 5, 2023, I received a Staples email "Happy World Teacher Day!" that included several promotions such as 25 free 4x6 photo prints (using coupon code: ****************) until December 31, 2023 (*** ******** ********** **). Today, December 31, 2023, I attempted to submit my 25 free photos (using coupon code: ****************) and the system advised that the coupon code is invalid (*** ******** ********** **). This indicates that Staples Canada's advertisements are misleading as they include invalid coupon codes intended to lure unsuspecting consumers and teachers into using its services, while never honouring the advertised offers.

  Business response

  19/01/2024

  Dear David,

  Please reach out to our customer service department and one of our agents will gladly assist you with this matter:

  1-888-STAPLES or 1-888-782-7537.

  Thank you,

  Gina

  Manager, Customer Relations Team, Office of the President,

  Directrice, Équipe des Relations avec la Clientèle, Bureau Chef Staples Canada
  
  

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, We bought **** ******** **** *************** 14" for $900 + $250 (warranty) laptop *** ** ******** *****, we also bought extended warranty with this, suddenly the laptop starts making noice in the fan area, we gave it to staples for repair, after two days they called me and told this laptop cannot get repaired and they offered me $650, now I have to buy a new laptop adding more $$$$ *** ** ******** ASAP ** *** ***** *** *** ******* I told the staples to give me a new laptop as they said buy the warranty for "peace of mind" they completely denied is this is a "peace of mind"????

  Business response

  28/11/2022

  Hello,

  We have been communicating with this customer directly.  I have emailed him a response today and made an offer to resolve this issue.

  Waiting to hear from him.Thank you,Manager, 

  Customer response

  29/11/2022

   
  Better Business Bureau:
  
  I got an email from the business directly about my complaint ID ******** and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

*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. ↩