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Staples

Customer Service Ratings and Comments

Staples is ranked #39 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 71.83 out of a possible 200. This score rates Staples customer service and customer support as Disappointing.

NEGATIVE Comments

22 Negative Comments out of 31 Total Comments is 70.97%.

POSITIVE Comments

9 Positive Comments out of 31 Total Comments is 29.03%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • I order products for my school from Staples and I wish we'd go back to Office Max. I have to place all orders online, only it never recognizes my password, so I have to change it every time I log on. I've called the help line, who's no help resolving the issue. Returns are ridiculous! Call the co., they tell you to call your Rep, who never calls you back. Call the co. again telling them that the Rep never returns your call and they tell you to call the Manufacturer. Can anyone there just help their customers?

    Anonymous 8/25/10 11:07AM

  • I took my computer to staples for service in april 2010. the screen on the computer was blank. I was told that my computer model was under recall and even though we had the extended warrenty they couldnt help me.when I looked on line my computer model was not listed under the recall list,I was told by staples that I must have missed the time limit for recalls.My father took the computer back in august and was told the same thing.He took the computer back the next day and was told that model was not under recall and that the mother board was bad,which was covered under the warrenty.unfortunatley the warrenty expired in july.We told them I brought the computer to them in april when the warrenty was valid and they gave us the wrong info.WE were told there was no proof we brought it in and there was nothing they could do. we will see this isnt finished yet.

    very upset 8/25/10 12:35AM

  • I was a customer at your store # 0711 and the cashier's employee # was 1525873
    My total purchases came to $141.86.
    The cashier never acknowledged us, no smile, no hello, did you find everything you were looking for, no customer relations skills whatever. We asked her a question about a rebate and she said the system will walk you through it. When we left, we thanked her, again no acknowledgement of our comment, no thanks for shopping at Staples, nothing. I will think twice before I return to a Staples store for office supplies. In addition to being rude, we had a 20% off coupon, that after we left the store, we realized she never applied the 20%, I had to return to the store and cashier 1474818 had to process the items as returns and rekey them in as sales. I saved $7.37, the 2nd cashier was much more accommodating.

    Anonymous 8/18/10 8:24AM

  • Yesterday, in an effort to improve the performance of a computer we use for invoicing and other utilities, we decided to upgrade to Windows 7 Professional from Vista Home. I wanted Professional because we have a few XP utilities and I understand only Win 7 Pro handles that aberration.
    I asked my wife, Abby, to stop by Staples and ask the computer fellow if the upgrade product would smoothly make the transition for us and if the answer were yes, to purchase the product. She brought the upgrade box back to the office and I carefully read the outside of the box to make certain I could upgrade with no hitches and without losing data in the machine (we have too many utilities and complex programs to go through a reformat and subsequent re-installation of programs such as Intuit Enterprise Accounting).
    The box clearly says “All versions of Windows XP and Windows Vista qualify you to upgrade”. Furthermore, online information says that Vista will upgrade without reformatting although XP does require a reformat. We have a Dell computer (with no disk but with Dell installed Vista) running Vista Home so I thought I had done all my homework. I was able to get the disk out of the box without destroying the MS seal, I inserted the disk and ran the setup.exe program. After a half hour or so I saw a box on the screen telling me that Vista Home could not be upgraded to Win 7 Pro and that I had to buy the “full version”, not the upgrade.
    I put the disk carefully back in the box and drove to Staples in Brighton, MI at 4:30 on Friday the 13th of August (an inauspicious date, I admit) where I was met with an employee who said she knew nothing about software. Another employee running the cash register (while fitted with an oxygen breathing tube) gave me a gratuitous and lengthy lecture about US Federal piracy laws that prevented them from accepting an “open” program for return. Meanwhile, the same computer fellow who sold Abby the program in the morning, showed up and smugly said the disk would work to install Win 7. All I would have to do is reformat the hard disk. I told him I did not want to reformat the HD and that he never told us we would have to do that to use the disk. Furthermore, I doesn’t make sense that MS would prevent me from upgrading from Vista Home to Win 7 Pro but would allow me to use the Vista disk (which I never got from Dell) to allow an install. Well, this tech was just too full of himself and his superior knowledge he failed to share before we got the program and went on and on about the product and how I had used it and could not return it and to reformat the computer. Then he told me haughtily that he would reformat my computer and install the operating system for $100! Thanks.
    After a long time and two requests, a lady manager appeared. She, in a monotonic voice, repeated the policy mantra about not returning “opened software” (remember the seal was not broken but the shrink wrap was removed). She even, in a darting movement, found a flip chart that she insisted on shoving in front of me as she read each word underlined by her finger stabbing the cardboard for emphasis. Now, surrounded by this arrogant, condescending manager, the smug technician and the rather nasty and, over the years we have been customers in this store, unhelpful oxygen breathing clerk I gave up and went back to the office.
    I called MS and they immediately, after hearing my story, transferred me to the Customer Satisfaction Center” where a nice lady told me to return the product for a 100% refund, no question asked.
    How, I would like to know, could your Brighton staff be so unhelpful and abusive of a business customer who has two Staples accounts and does significant business with your store? The same store has another manager, Dave who is unfailingly helpful, knowledgeable, friendly and a pleasure to see, as are most of the other employees. How did this perfect storm of power hungry and resentful three people get to work at the exactly same time? If it were my store, I would fire the manager because she has no business at that level and I would retrain the other two in customer relations and I would inform every Staples employee that MS has a 100% satisfaction guarantee for, I believe, 90 days, the knowledge of which would have completely obviated this entire ugly scene.

    Rob171 8/14/10 2:53PM

  • Staples has been hiring bunch of young kids at its store. Most of them work in the store less than 20 hours per week and don't know how to provide better customer services - this is not their fault because they were not properly trained and only earn minimum wage.

    This is very similar to what brought Home Depot down few years ago - cheap labor for maximum profit and don't care about customer service. I'd rather go to other office supply store than Stapes store.

    Tom 08/2010

    tom2010 8/8/10 4:54PM

  • Stales Florence Ky. failed grossly to serving its long time customer. Exreemly poor service and conceren fom efencently taking care of my problem after just spending close to $2,ooo.00 Sale made and could care about the service. Even told me they did not have time to help.arne

    DLMeader 8/5/10 6:57PM

  • Bought Adobe CS5 full version with a coupon (pretty good price). Tried to install (had to input the software serial no.) and was told that a prior version of CS could not be found on my pc so installation would not continue. Took a look at the outside of the box; no mention that this was an Upgrade package. Took a look again at the disk sleeve that contains the serial no. In small type above the s/n were the letters PHOTOSHOP UPG. Could the "UPG" stand for upgrade? Anyway, went down the path with Adobe tech support and they verified the s/n was for an Upgrade version. Told them about the outside packaging not stating anything on the outside about Upgrade; got no where fast, with them claiming they had no reports of a mislabeled lot of boxes - have to return to the retailer.

    The Staples floor manager didn't read the Staples article on repeat customers (http://www.staples.com/sbd/content/article/c-d/dissatisfiedcustomers.html). He immediately saw that the software shrinkwrap was open and in not too many words that I would be stuck with the software. It took another few minutes with him doing a good job of getting my blood pressure up and the threat that I would talk to his regional manager before he began to comprehend that I just wanted to get the full version I paid for, not the upgrade version (there's a substantial price difference). He went in back, brought out another box of the full version and even brought out an Upgrade box. The Upgrade box clearly had a sticker near the UPC code that said "Upgrade." They had to do a return and a new purchase.

    Before he walked away I asked the manager to witness me opening the package. Sure enough, nothing on the outside says anything about Upgrade, but that PHOTOSHOP UPG is above the s/n. I said I'll try to install. I attempted that about 30 minutes later. Same problem; it's an upgrade version. Talked to Adobe tech support again and they verified that it was an upgrade and I would have to return it to the retailer. But, this time I used the Adobe Chat support feature which allowed me to print out the conversation (it even shows that the s/n I had was an upgrade version per Adobe).

    Left a message for the manager to call me so I could give him the heads up. No return call. Went back the next day; he barely acknowledged me. I said the problem was the same and I had something in writing from Adobe. He didn't want the copy and said to go to the register to get my refund. Nothing else said; no sorry for your inconvenience, nothing.

    I don't care to be treated like the village idiot by anyone. If I bring up a problem, which could be a packaging issue for the entire product stock in Staples I would expect that some attempt would be made to listen to me. Wouldn't it save Staples thousands of dollars in lost productivity in handling needless returns if the problem was uncovered early enough, much less about the damage to customer relations.

    The Adobe CS5 product I bought was worth over $500. I do buy office supplies for my business and I usually have about 85-100 steady customers for a few years at a time. The Staples article I mention above clearly states a caveat of irritating customers: "studies indicate dissatisfied customers tell 10 to 20 people" about their experience. That's word of mouth you don't need.

    My math says if I have 85 friends and each one tells a minimum of 10 friends about my experience then the total is easily 850 customers.

    I may not totally stop buying at Staples; I always need some paper clips now and then. But the $500 software package should have been a hint that I buy more than just paper; how about the $350 cabinet I bought this year, etc., and it begins to add up. It might even add up to a Staples manager's annual salary, each year, for some years to come, when one counts what 850 people may buy.

    Anonymous 7/30/10 10:24AM

  • I drove all the way out to a Staples store to buy a ink cartridges because I needed them immediately, only to find out that after finding the right item (no one was around to help), and standing in line wasting precious minutes that the credit/debit processor was "down" and they could not accept any credit cards. No problem, I always carry a few checks with me just in case. Well, the clerk would not take that either, telling me that it had to be verified by the same system. I asked for the manager and he informed me he was the manager and would not "break policy" and accept the check. Since now I was screwed and it was too late to hunt them up somewhere else, I went home, looked them up on Amazon, and I will have them in 2 days for $44 instead of $57. And that includes shipping. I'm ordering all my office supplies from Amazon now - I just never thought to use them before for that purpose. Staples has lost my business for good. Why piss a customer off over a $57 check? Stupid, stupid.

    jean 7/27/10 6:15PM

  • Bought a $300 printer at the Staples in Huber Heights, OH. There was a $50 discount if you brought in an old printer to be recycled, so we did. The sales associate said we could get the same discount on another printer if we wanted. We looked at a $200 printer/fax and he said the $50 deal would apply to this one as well. I went back and set up the new printer and a day later brought the second printer back as a trade. A different sales rep tells me that the $50 only applies to printers over $300. So after wasting ove an hour round trip, I don't buy.
    15 days later the first printer fails completely. After calling HP for help, they tell me to take it back to Staples for an exchange. I call staples and talk with the manager. Their return policy if for 14 days, so he refuses to help. This printer now cost me an additional $30 for expedited replacement from HP.
    Staples, your customer service sucks. Buy most all our office supplies there, but will probably not in the future. Thanks for the no service

    Tom K 7/23/10 7:40AM

  • Hey Mr staples, your service online and at your stores really sucks..How stupid can you be....I've never been in your store and left with a good experience...so I thought I would try your online service....

    Anonymous 7/11/10 1:31PM

  • Order placed on line was 50% filled incorrectly and came damaged.
    Replacement order was delivered by a discourteous Staples employee.

    sits26 7/1/10 1:07PM

  • Bought Acer computer from Staples in Grande prairie Alberta on May 21st /2010 worked fine one day no power. Pushed power button 20 times.I took computer back to Staples and to my suprise they wanted 40.00 to do a Diagnostic how do you do a test if there is no power .The Manager said being I did not purchase the 14 day return policy there is nothing they could do. Why would I buy a return policy to return a Defective Product no Other store does this . The response sorry cannot help you here is number for Acer have a nice Day with a smirk on his face. The service was very unprofessional and if I did this in my business I would be out of business.They sure liked to take my money but if ther was a problem to bad thanks for the cash . My business will no longer purchase products from this company and will warn fellow business associates of Staples

    Grizzlay 6/11/10 3:47PM

  • Staples of Morristown,NJ has tried to upgrade my tablet PC resulted in total shut down of my comouter fujitsu on 6/6/10 they oppend the entire tablet pc to reset the batter which it did not work,after spending 120 dollars paying them they will not call me and refuse to help,is this the meaning of easy tech?please help

    CEKV 6/9/10 3:22AM

  • I recently bought a HP Officejet 6500 (less than a year ago), combination printer, fax, scanner, and copier. It began making a grinding sound so I took it back to the Staples store that I bought it from. I was asked if I had bought the "Extended Staples Warranty" and I said no. The customer service person said that he could not help me, and I would have to go through HP for any support. My question is, why should I buy from Staples if I have to pay extra to cover something going wrong with the merchandise they sell me? I may as well buy directly from HP online (which I will do from here on) and be assured that there will be some support if the product is defective.

    Bruce Rettig 5/24/10 5:12PM

  • I feel the fool for buying Staples exteneded warranty on a laptop I purchased 54 weeks ago. The salesperson indicated the laptop was fully covered. The warranty has in a large font "100% parts-and-labor coverage from date of purchase" for 3 years. No where in warranty does the word battery appear (big or small font). Yet, today I'm told my warranty does not cover the rechargable battery. I have learned my leason and I feel I need to inform others not to make the same mistake I made (BBB, Attorny General).

    reg 5/21/10 11:42AM

  • daughter took her year old computer that crashed in for service and to recover her photos, etc. They told her no...your hard drive is no good. She took it to another computer place for a second opinion(THEY looked at it for free while she stood there and waited) and told her that the hard drive looked like someone had pried it open with a screw driver. Had to hassle the manager, for a $40 refund and still no hard drive, no photos! Terrible experience, never going back. Lloydminster, AB, Canada

    cc 5/17/10 10:35PM

  • I had the WORST experience in the staples, middletown, ct store. i paid for 1000 postcards, paid for a mailing list, paid $280.00 in postage, brought the mailing list and the postcards to staples and had them put the addresses on the cards. i was informed by the post ofice that most of the zip codes were wrong DUE TO AN ERROR at staples, the promised me they would work out a resolution and call me back. I NEVER GOT A CALL from the store manager or the district manager Richard, for whom i left several voice messages for to no avail. i am now considering legal action due to the mishap and lack of correcting a mistake that cost me over $500.00 and many potential customers. DO NOT HAVE YOUR BUSINESS PRINTING/MAILING DONE HERE!!!

    Anonymous 4/7/10 8:23PM

  • Staples is a joke. I brought my laptop in to replace a fan and it's about 6 week already. They said it's take two week to get it done. i called them to check the update of my laptop and they dont know when it's expected to be done. The laptop is still underwarranty. It's freaking 6 week already and it's not fix yet. How long does it take to fix a freaking fan? I dont get how they run their business. What a joke. Wasting my valuable time and money.

    Anonymous 3/10/10 10:10PM

  • I bought a laptop and a pc at the same time. We bought the extended service warranty. Well, of course, we had trouble and nobody would help us. STAPLES in Marion, Indiana were rude to us. When dealing with the geeks that were supposed to help us, we were given the run-a-round more than once. They finally said our warranty wasn't valid anymore because we didn't print out copies of our conversations with the techs! Who knows to do that? Anyway, I tell everyone I know not to buy anything from them. I will not even buy a pen from them idiots.

    Anonymous 3/1/10 1:47AM

  • I returned my son's laptop on Jan. 15 that was under warranty because the screen continued to go out. Also, the battery was on recall. The Tech at the Harbinson location in Columbia, S.C. stated he was so fascinated with the problem he was going to work on it that day and call. He never called. We called the next day and the tech on duty could not update us on the problem. We found out 3 days later, he lost the warrenty information so we took the receipt/warranty to the store and gave it to them again. Well they lost it a third time so my wife faxed them another copy. Finally,after being there for over a week it got sent off to some place they say can fix the problem but will take ten working days. Staples can't update us on the problem or don't know the staus of when it will be return to us. Our son is preparing for state competition for state technology coming up in a few weeks and has already gone 3 weeks with these jokers bouncing this laptop around and and when you talk to them, it just appears there is no sense of encouragement that you will see any real progress. Trust me, this is the last time, Staples will get any of my money and I have told my wife, that I better not find any of my money being spent at Staples. There customer service stinks. We bought the extended warranty because we felt that Staples would give us good service for the merchandise we purchased. That has not been the case. Also, this computer is loaded with programs that are used just for his technology competitions, he can do NOTHING toward his Imaging Tech. presentation until he gets it back. We have talked to every tech, the asst. manager and the manager. Most of what we have gotten is lip service, we want to see this computer back like new, ASAP! Please

    Rob 2/2/10 7:44PM

  • The customer service at your 3rd Avenue and 3rd street store In Brooklyn is horrible. The customer service tech guy is more interested in flirting with customers than he is in helping customers. That's bad for your business and makes me not want to shop here.

    Anonymous 10/3/09 1:12PM

  • this is in regards to a notebook computer w/case, a wireless mouse,some HP 564 cartriges, and the service I recieved. first of all 13 days after my purchase my notebook it started to freeze. I called the store and after being shuffled around I asked if I could just upgrade, rudely I was told no. I thought that there was a 14 day return policy. 1 month later I was havin trouble w/ my rebate and was looking for my reciept which I still can't find, under suggestion of your 800 # I went to the store to request it. While there I was told I had to have the product #'s of the items. Wow, this totolly blew me away. I have spent well over 25 hrs either on the phone, on line, and or driving to staples for a personal apperance for a problem that should of been resolved 2 months ago. I have not been satisfied w/ the product as well as the service given. At this point Im at a loss because I feel like the balls been dropped and Im on the losing team.

    russ 7/1/09 1:09PM

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  • I was at your Westchester,Calif store this
    morning I just want to congratulate you on
    on one of your employee's.Gloria in your copy
    and fax section was extremely helpfull and
    patience with me this morning.She was very polite and knowledgeable she stuck with me
    until she was sure I was completely satiisfied.If all your employee's are like
    her you will be in business for along time.

    Anonymous 7/23/10 9:46AM

  • I am 67 yrs old woman and was on on my way to Florida when my Tom Tom GPS stopped working so a state of panic set in.I stopped at a Staple's Store in Philipsburg NJ and the General Manager Jake Gruver could not have been more helpful . He replaced the cord and to my delight the GPS worked.Away I drove with a smile on my face. You should always hire customer reps. like him. Elly Cary from Harpswell Me.

    Anonymous 2/23/10 1:04PM

  • I WANT TO CONGATULATE STAPLES ON WELLINTON RD LONDON FOR HIRING A FANTASTIC YOUNG MAN . HIS NAME IS DAVID PERKS. HE WENT OUT OF HIS WAY TO SATISFY ME, GOING ABOVE AND BEYOND HIS CALL OF DUTY. I HAD TRIED TO FULFIL AN ORDER ON LINE TO NO AVAIL. HE TOO FOUND THE DIFFICULTY AND CORRECTED IT WITHOUT MAKING ME FEEL AS IF IT WERE MY FAULT. IT'S SO REFRESHING TO FIND SOMEONE WHO SEEMS LIKE THEY GENUINELY CARE ABOUT THE CUSTOMER AND MORE IMPORTANTLY THE COMPANY.

    Debbie Balston Smith 2/15/10 12:18PM

  • Our customer service rep/delivery person-Alvin Ferrol in Hamilton, Ontario is the absolute best! He is always cheery and helpful. WE love him!

    Collectrite of Hamilton 12/18/09 8:17AM

  • I am writing this feedback to commend Aaron at Staples in Wenatchee, Washington. Last weekend, Aaron spent about an hour with me while I was shopping for a new computer. In the end, I bought a Sony laptop computer, printer, and software. Aaron was extremely knowledgeable, helpful, and professional in every respect. Thank you!

    Gene A. Stevens 12/9/09 2:59PM

  • I ordered something yesterday and received an incomplete shipment today. The customer service person was very courteous, ordered another part to be delivered tomorrow and offered a $25 coupon. Although it didn't solve my need to have it today, the acknowledgment of the inconvenience goes a long way toward my feeling that I would order from Staples again.

    Anonymous 11/10/09 1:39PM

  • October 14, 2009, 8:30 am. I just had a heartening experience at your store on Mount Zion Blvd in Morrow, GA. The copier was down at Clayton State University and I was in a hurry to get to my class. I went to the first copier I saw and put in my card for 75 copies of my assignment--all black and white. I used a second machine with another card for the rest of my class needs. What I had not realized was that I had used a color copier for this B/W copy need--$36 plus. I almost cried. I was holding 75 copies with a few lines of black type--no color anywhere. The assistant manager gave Shenise authorization to credit me for the color expense and recharge me for black and white. I will be a loyal Staples customer FOREVER! It was my stupid mistake for not reading the color sign, but your store did not punish me for my error. Thank you for hiring such conscientious employees!

    Anonymous 10/14/09 6:51AM

  • I am from Suny Upstate and wish to thank you for your great customer service. I deal with you often and appreciate the way your service department deals with us. They are always pleasent and handle everything very quickly. It is a pleasure to do business with you all.

    Thank you
    Sandra Stevens
    Suny Upstate Medical University
    Syracuse N.Y. 13210


    Anonymous 9/21/09 11:06AM

  • Had a dleivery problem. Called in, they fixed it immediately

    Surgio 8/5/09 10:49AM

  • Submit your comment >>
  • Try being kind to the employees at Staples.
    I'm there to help you in any way that I can.
    I know I've asked you a hundred times if you want a Rewards Card, but it's my job. I know I've told you about the PC Tune Up a hundred times, but it's my job. I know I've asked you a hundred times did you want to purchase the pen of the month, but it's my job.
    I've been cursed at, had product thrown at me, and been called a racist.
    I have always received outstanding evaluations and many customers compliments,
    and all I can say is, please treat all people who work in retail the same way you wish to be treated. If you come across an employee who is terrible ask to speak to a manager, before you leave the store. If the manager is not helpful, contact corporate.
    It seems to me that we have become a society where we want what we want and we want it now. Any time someone tells us no, we resort to being a toddler throwing a hissy fit.
    It's my job to help you and I'm damn good at it. It's a shame that I don't enjoy it the way I used to, when people had better manners.

    onemomm 6/23/10 2:08PM

  • So many people take their anger out on the employees at Staples. We don't run the company nor do we make the rules. when it comes down to telling a customer our company policies or possibly losing our job for doing something we aren't supposed to do, we we'll to keep our jobs thanks. So before you blame the cashier for not being able to have an employee waiting there to help you when you walk in the door, or blame the tech for not being able to bend over and listen to your life story think about what we deal with on a daily basis.think of it this way, there's usually about a 1:5 employee to customer ratio. We can't be in 5 places at once so just give us a break and be patient. Didn't your parents ever tell you to treat others how you would like to be treated? And one last thing, If you feel like your problems and your life is so much more important than ours take it to corporate, Not us. We're just doing our job.

    just.doin.my.job 6/22/10 11:29AM

  • staples is a great place to shop and work

    Fancy 6/15/10 10:40PM



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