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Staples CEO gives update on stores and Coronavirus safety

Update: Our Plans for Managing High Demand Items & Putting Employee Safety First.

An update on how Staples is approaching the next phase.

Dear Valued Staples Customer,

We are continuously monitoring (as we know you are) the latest news and guidelines from the CDC as well as local, state and federal officials. As states begin to ease restrictions, and we all prepare for the safe return to work, I want to provide you with an update on the measures Staples is taking to support you, our customers, and our employees.

Product availability of high demand items

All customer needs are important to us, so we are working tirelessly with our suppliers to replenish high demand items like hand sanitizer, masks, gloves and disinfectants.

Beginning in late May, we are receiving additional product and expect this to increase each month through the year as we work closely with our manufacturer partners. To help with this situation, we are:

Working closely with our key suppliers to secure existing products Sourcing new products that may have the same function but may be in a different form, name, package or content Limiting the order quantity of select items so we can fulfill more customer orders and work to match supply and demand, one step at a time Our teams are working around the clock to closely monitor supply and ensure that our sites are continually refreshed to reflect accurate product status. You will note select products may now have quantity limits, some may still be out of stock, and some may be obtained through backorder. Most other categories are in stock and available to purchase. I meet with our teams on a daily basis to push for more and better, and they are doing a great job managing it, but at times it’s very challenging.

Delivery Order Safety

Our drivers continue to take extra precautionary measures at all points in the delivery process, and we’re making every effort to get you the supplies you need, when you need them, by:

Providing free delivery on all orders and no minimum order size requirement. We ask that you consolidate your orders when possible, to help us meet the needs of the maximum number of customers. Less boxes and less deliveries help the environment too! Establishing new safety measures for our drivers, including arming them with sanitizer, easing desktop drops when requested, and no longer requiring customers to sign for deliveries. Complying with all customer requests to change normal delivery routines and drop-off locations.

Retail stores

In addition to the social distancing and safety protocols announced in March (such as enhanced and more frequent cleaning), we have introduced additional measures to help support a healthy and safe environment for all:

Register shields have been installed in all stores A mandatory wellness check has been instituted for every associate at the beginning of their shift. Face coverings are now required for all associates, and customers are encouraged to wear them as well. In jurisdictions that require customers to wear face coverings in retail stores, customers must have a face covering to enter our stores unless exempted due to age or a medical condition.

We’re continuing curbside pickup so customers don’t have to enter our stores if they prefer not to. Available in most locations.

Our first open hour on Monday and Friday is for seniors and customers with underlying health issues. Your local store hours can be found here.

Additionally, we’re continuing to offer a series of complimentary Print & Marketing services to help support individuals and businesses during this time of transition and change.

Pricing update

I want to reassure you that it is Staples’ policy not to raise prices on essential needs during health crises. We continue to be committed to keeping our prices where they were before this global pandemic and are partnering with our suppliers to provide you with the best prices possible. On occasion, we are buying more expensive new items, but we are reselling them at standard margins.

The Coronavirus (COVID-19) pandemic has been really difficult in many ways. In these complicated times, Staples is committed to supporting you in every way possible, because buying, selling and delivering the great products you need is our one and only job. Our dedicated team is really passionate to meet your needs completely, professionally and safely.

As we go forward, please know that we will continue to update protocols and policies as the changing situation requires, and we will keep you well informed.

Our best,

Sandy Douglas

Chief Executive Officer, Staples Inc.

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