Public Mediation

Staples Dispute

J. G. vs. Staples Inc (Headquarters)
500 Staples Dr, Framingham, Massachusetts, 01702-4474, United States
Amount Involved: Other terms
Complaint(s): Problem with a product
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Statement of Claim
Complaint Involved (1) - View
Claimant says:
"Our company has bought envelopes from Staples for years - Staples own-brand Easy Close white #10 envelopes in 500-count boxes.

To our surprise, the last batch started jamming in the printer. Each time an envelope jams, staff members have to remove the paper tray, remove the envelope (which is not easy), discard the envelope, get the tray back in, and resume print. All in all, that's about a 3 minute process for each envelope that jams. Around 30% of the envelopes now jam. We use 10- 60 envelopes every day.

We submitted a query to Staples about this on the site's contact form. The response from Staples was, in a nutshell, "thanks for the feedback, we'll forward your comments to marketing." Marketing? Why?

No apologies, no acknowledgment of the time-waste, materials waste, and expense suffered by our business, no "How can we make this right?"

When I examined the envelopes more closely, it became clear that Staples has changed out the old 3/4" seal for a much thinner 3/8" strip which is extremely wrinkled on envelopes straight out of the box - even though the box shows the old seal. I will attach photos. Looking at the wrinkles on the seal, I am not remotely surprised that the envelopes jam and I'm very surprised that Staples ever approved this change.

We strongly believe in giving companies a chance to address problems, but Staples' only response was to make us feel even more frustrated. It appears that Staples is willing to lose customers for the sake of saving a few cents on seal quality."
...
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Additional Communication Between Claimant and Staples Inc (Headquarters) Hide
  • Sep 21, 2017, Staples Inc (Headquarters) (responding party) added:

  • Hello. We are very sorry to hear about the poor quality of the Staples Brand envelopes and of the lack of support when you emailed customer service. I will share your feedback with our manufacturer as we certainly don’t want our products jamming up our customer’s printers like that. In the meantime, please contact our Staples Brand Support Team to discuss this matter with them directly at 800-425-0049 or you may email them at SBProdSupport@staples.com.

  • Sep 21, 2017, Claiming party added:

  • I appreciate your very prompt response, but quite honestly I can't spend any more time on this. Please feel free to forward the information to Brand Support - there is nothing I can add to what I've already said. If Staples can fix this, great; otherwise we'll just look for another source of envelopes.

  • Oct 05, 2017, Staples Inc (Headquarters) (responding party) added:

  • Hello. As it turns out we are unable to resolve this matter through this venue. I encourage you to reach out to our Staples Brand Support team for help. They can be reached at 800-425-0049 or you may email them at SBProdSupport@staples.com.

What Claimant Wants Hide
Just make me happy!
Claimant invites Staples Inc (Headquarters) to make a fair offer to resolve this complaint.
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Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)
Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:

  • "Hello. As it turns out we are unable to resolve this matter through this venue. I encourage you to reach out to our Staples Brand Support team for help. They can be reached at 800-425-0049 or you may email them at SBProdSupport@staples.com."

This claim will remain posted until resolved.

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  • Contributed Solution: by Janice Wainright On 02-19-2018
    View more
    Staples needs to go back to old envelopes and stop being so cheap More...
If you are a party to this claim, click here.
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