staples.com
staples.com
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Staples.com: The B2B Giant's Digital Pivot
How a legacy retailer is fighting to own the business supply chain online
Staples.com isn't just a website selling paper and printers—it's the digital front for a 33,000-employee behemoth trying to transition from big-box retail to enterprise B2B services. With 13.6M monthly visits, it's winning the traffic war but losing the sentiment battle.
"The traffic numbers scream success, but the 1.8/5 Trustpilot rating whispers a different story: Staples has scale, but it's losing trust."
The Traffic Paradox
Staples commands massive organic search volume (40% of traffic) with branded keywords like 'staples' (1.37M monthly searches). Yet, 53% of traffic is direct—indicating a strong, loyal B2B customer base that types staples.com directly into their browser. This is the hallmark of a sticky enterprise service, not a transactional e-commerce site.
The Trust Gap
With 661 Trustpilot reviews and a dismal 1.8/5 rating, Staples faces a critical perception problem. For a company with $4.6B in revenue, this isn't just a customer service issue—it's a strategic vulnerability. Competitors like Amazon Business are eating their lunch by offering better UX and reliability, forcing Staples to rely on enterprise contracts rather than organic consumer trust.
The data reveals a classic legacy retailer dilemma: Staples has the infrastructure (33,020 employees) and the enterprise relationships, but its digital experience is clearly not resonating with the modern buyer. The search data shows they dominate niche queries like 'staples custom wrapping paper' (58,920 monthly searches), indicating they've successfully carved out specialty markets, but the core business supply chain is under threat.
- Dominates branded search with 1.37M monthly queries for 'staples'
- Specialty products like custom wrapping paper show successful niche expansion
- 53% direct traffic proves strong B2B account retention
- 4.8M backlinks indicate strong domain authority despite poor UX
Staples.com is a B2B fortress with crumbling walls
The traffic is there, but the experience is broken. For investors and founders, this is a cautionary tale: scale without sentiment is just a house of cards waiting for a competitor with better UX to blow it down.
How much traffic does Staples get?
Traffic & Engagement
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Top Organic Keywords
Where is Staples's audience located?
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Device Distribution
What keywords does Staples rank for?
5 keywordsWhat is Staples's revenue?
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Reviews (20)
I was working on a project that…
I am using my daughter's account to write a review for staples. I was working on a project that required expertise from the Print and Marketing Division. I enjoyed the courteous and professional assistance from Jerlyn at store 1746. She attentively listened to what I had in mind and worked quickly to see that my project was completed in great time. I appreciated her attention to detail. I used my daughter's account to write this review. My name is Theresa Davis
I have to be perfectly clear and honest...
I have to be perfectly clear and honest. I do not give reviews if I don't have something good to say. I have to tell you people, that today, November 25,2025, I had the two best on the phone experiences. I was creating business cards for a t-shirt business. I am not the best technical individual, so I called the 888 number at the bottom of the page. Call number one, I spoke to Betty in customer service or support. Betty was so kind, professional, and knowledgeable. She genuinely wanted to help. Everybody knows how rare it is to speak with a human in the United States. I do not care where the rep is from as long as he or she can resolve my issues, and I can clearly understand their statements. Betty handled my issues. For some unexplained reason the work that Betty completed did not save in the cart. So I made the second call. This time I reached Christa. Forgive me Christa, if I am spelling your name incorrectly. People listen, to my amazement, Christa, like Betty was very knowledgeable, professional, and personable. We were actually having moments of down-home laughter in between updates of my business cards. She did a beautiful job and said that Betty did her part correctly, and there was some sort of glitch. So what are the odds, that you literally get two amazing customer reps from one company, in a day. I am so happy that I chose Staples to order my business cards. You should too!!!
Touched By an Angel/ Della Reese Made My Copies
I presented the clerk with three manila envelopes of documents to be copied and asked the price per page. He told me 45 cents. I could see he was struggling with the job and, ironically, he kept mumbling about having to remove staples. I asked if I could help, He told me to take the staples out and to set aside pages that were not the same size. He then began to help other people. When I finished the first packet I let him know, he ignored me and continued to take several other customers. I began to work on the second packet and he continued to ignore me. Finally I packed up my items and asked him to check me out for what I'd already done. Eventually he did that and I paid. As I left the store I was so frustrated I was crying when a manager named Della came off the elevator as I was about to get on. She asked if she could help me. She was cheerful, helpful, and kind. She completed my job and SHE is the only reason for the 4 stars I gave, otherwise I would have given 1 star. I understand that the clerk was frustrated but there were NO INSTRUCTIONS for customers as to how to present material to the clerks. I did not copy the items myself, because I thought I was paying for the expertise of people who do this work every day. Kudos to Della for outstanding customer service. She should be commended by the company and given a raise. She is at the Staples in 6800 Wisconsin Ave, Chevy Chase MD
Order was wrong but they fixed it.
They got my order wrong. Had to reorder but they took care of me.
Bad delivery and customer service experience
I ordered a keyboard and a mouse and it did not get delivered to my address. I did chat with the customer service and they helped me with a reshipment which eventually got cancelled by staples and i was told to call them up, only to hear I can't have my refund or reshipment as staples thinks it's delivered. Horrible customer service and delivery experience, please refrain from expecting any kinds of service from the platform update: after complaining and due to the review the customer care did refund me for the order.
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About staples.com
Company Overview
Traffic & Audience
staples.com receives approximately 13.6M monthly visitors and ranks #3,273 globally. The website has a bounce rate of 38% with visitors viewing an average of 5.0 pages per visit. Users spend an average of 4:26 on the site.
The majority of staples.com's traffic comes from undefined, undefined, .
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This page provides publicly available information about staples.com. Data is collected from various public sources and may not always be up to date. For the most accurate information, please visit staples.com directly at https://staples.com.