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New Staples Lawsuit Alleges
Bait-and-Switch Tactics For Auto-Restock Program.
Staples Lawsuit Claims Retailer Uses Deceptive Tactics with AutoRestock Shipping Fees. A proposed class action lawsuit accuses Staples of employing misleading bait-and-switch tactics with its AutoRestock program by adding an undisclosed shipping fee to certain items.The 22-page lawsuit alleges that Staples lures customers with promises of up to 25% off on products if they agree to automatic future shipments. However, the complaint claims that Staples adds a hidden $9.95 shipping fee to all items priced under $25, which is not revealed until after the transaction is completed.
According to the lawsuit, Staples has structured its checkout process to show one low price initially, only to charge a higher price that includes the hidden $9.95 shipping fee at the end of the transaction. The lawsuit asserts that this fee is not disclosed at any point before the transaction is finalized.
The complaint states that “[t]housands, if not millions,” of Staples customers have been misled and “effectively stolen from” by being promised one price, only to be charged more later.
The lawsuit accuses Staples of intentionally deceiving customers to lure them away from competitors who transparently disclose shipping fees or offer free shipping on eligible items. It claims this tactic is part of Staples’ strategy to maintain relevance in a competitive online market.
The lawsuit argues that Staples is likely aware that shipping fees are a major reason customers abandon transactions. Staples’ alleged solution, according to the filing, is to “completely hide” the shipping fee for AutoRestock orders during checkout.
“Staples effectively removed the primary reason customers might abandon their shopping carts by concealing shipping fees until the transaction is complete, and even then, only subtly,” the lawsuit asserts.
The hidden shipping fee is reportedly visible only if customers click on “View Subscription” during the order process—a step not required to complete the transaction. The lawsuit also notes that Staples includes the fee in confirmation emails sent after the order is processed.
The complaint notes that “[m]ost customers never discover the shipping fee because they exit the screen at the end of the transaction (without clicking on View Subscription), do not closely review their credit card statements, and rarely check order confirmation emails.”
The lawsuit seeks to represent all individuals in the U.S. who were charged or paid a shipping fee for items ordered through Staples’ AutoRestock program on their website.
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