Business Profile

Office Supplies

Office Depot, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
This Review reflects national complaint activity for Office Depot and the former Office Max corporate owned locations.

Complaints

This profile includes complaints for Office Depot, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

649 total complaints in the last 3 years.
173 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted the ceo regarding a 401k that possibly my deceased mom had 20 years ago but no response !
Initial Complaint
Date:01/24/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 17 January 2025, I purchased a sealed package that contained access to, by download tax preparation software. Later, it was determined that the software was not what was traditionally purchased; a competing company's software was more desirable. I returned to the business to return the sealed package. My return and refund for denied based on the policy that this was "downloadable software". There was no obvious or distinct notice of this before the purchase. A copy of the general return policy was pointed out to me at the time of the attempted return; this notice, too was not obvious or distinct, and no reasonable person would have noted it unless it was pointed out to that person. There also was no notice of the policy on the package or on the receipt (see attachments). After being thrown out of the store (I was irked), I contacted the business via phone and online customer service within a couple of hours of this; the phone call resulted in a circular discourse and the online chat resulted in a promise that I was going to be contacted. I have not been contacted yet. The logic that is point here, is the question of how can downloadable software be downloaded (hence rendering it unreturnable) if the means to download and use it remain sealed in its container? If this is a antifraud policy, it will need to be explained to me how can the product be used if its remains sealed in a package that in itself does not grant access to the software.The attached photo is of the receipt and the package; please note the unbroken seals. I have taken additional photos to prove that it was unopened and there was not notice of non-fundability. Additional photos are available upon request.The money is less the issue than the fairness of the transaction.
Business Response
Date: 02/04/2025
Dear BBB,

I wanted to provide an update regarding the customers tax software return. The local store has been attempting to reach the customer via phone but has not been successful in making contact. The store is ready to process the return and is awaiting the customers visit to complete it. We have reached out to the customer to request that they keep us informed once theyve had the opportunity to return to the store.
Please let me know if additional details are needed.
***** ****
Executive Customer Relations
**********************
Case # ******-000688
Customer Answer
Date: 02/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Customer Answer
Date: 02/10/2025
Madams/Sirs:

Good Afternoon or Morning, as it were.

I am satisfied with the results of the complaint.
I am however concern that the potential exist where the classification of the product and the return policy regarding it may become the source of future complaints that you may receive; please see the attached document that defines the misclassification of the product. I have researched this issue and noted that at least 2 other major businesses have the same classification and return policy for the same or similar product. If, say, ****** people are denied refund for this kind of product that averages $50.00 then the amount of money going into business coffers based on the denial of refund due to the the misclassification of that item would amount to $500,000...there are the same kind of product priced higher.
This has the potential for becoming a class action law suit, unless, maybe, your agency addresses this with the industry or individual businesses.

Thankfully and Sincerely,

****** ******
Initial Complaint
Date:01/23/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/13/2025 I placed a hybrid order of in-store pick-up and delivery. The process has been a nightmare from start to finish. To start my print order. The website incorrectly described a type of paper which I chose. When I received my order I noted the discrepancy and contacted customer service. 72 hours later I finally got to speak to a person who reprinted my order. Only it was wrong. It was only 1 page instead of the 10 and instead of being green it was blue. I ended up having to have it rush printed (at my expense) elsewhere to get it in time. Even after the event (a week later) I was still fighting Office Depot for a ********* delivery was supposed to arrive 1/15/2025. According to tracking it was left on a dock (which i still the cases as of 1/23/2025) but an email on 1/20/2025 says it was delivered at 3am. I do not have this item. I have spent the last 8 days having customer service tell me someone will contact me in ***** hours to reship the item. That has never happened. I've escalated the issue. Spent over 12 hours on with customer service and I still don't have a full refund or a reshipment. The process is a nightmare. You talk to a bot and once you get pass the bot you get a person. Who after ***** minutes tells you they will process your complaint and someone will contact you in ***** hours. Rinse and repeat.
Business Response
Date: 01/28/2025
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to the customer directly regarding this matter; however, we have not received any response as of yet. We have reviewed the customers copy and print order and can confirm that a full credit of $17.27 has been issued as of 1/20/2025. Regarding the case of paper that was purchased, a total of $10.740 has already been issued through two separate credits. The remaining balance of $39.58 since been credited to the customer. The refund will reflect in the customers account within 3-5 business days, as per their card-issuing bank's internal processing guidelines.

As a gesture of customer service, we have also issued a $25.00 e-gift card to the customer via email.

Please let us know if we can be of any additional assistance with this matter.

***** ****
Executive Customer Relations
**********************
Case # ******-001092
Customer Answer
Date: 01/28/2025

Complaint: 22850699

I am rejecting this response because: it does not match with the messages I have received and the amounts I have received.
I have received the credit for $17.27. I have received the credit for $10.70. But I have no record of the remaining amount of $39.58.
The gesture of $25 was actually $20. I have received this but I find it disingenuous that they appear to offer a larger amount when in fact they actually offered a lower amount.
I wish to keep this complaint open until the full amount is credited back. Which at this time, my records show that it has not been.

Sincerely,

****** ********
Business Response
Date: 01/31/2025
Dear BBB Team,

I wanted to provide an update regarding the customers credit. The remaining credit in the amount of $39.58 is due to clear the customers account. If the customer has not already seen the credit, it should reflect in their account shortly, depending on the financial institutions processing timeline. Should the customer experience any further issues, we are happy to assist as needed.

Additionally, Id like to address an error in our prior update to the BBB. While our reply to the customer correctly reflected a $20 gift card, the information provided in our update to the BBB mistakenly referenced a $25.00 gift card. To resolve this confusion and make up for the oversight, we have since issued an additional $5.00 gift card to the customer.

Please let me know if further information is needed.

***** ****
Executive Customer Relations
**********************
Case # ******-001092
Customer Answer
Date: 02/05/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ********
Initial Complaint
Date:01/21/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On order 402776304-001 the product delivered was not the product ordered. The packing list that accompanied the product confirmed this as well. The same day the product was delivered I attempted to return the product in the store, however the store manager refused (politely) as his store did not stock that item. I was directed to call the corporate number for a quick resolution. I have called multiple times, used the online chat multiple times, and still do not have a resolution to the incorrect product that was delivered to me. Tickets have been raised and my issue keeps going to a Tier 2 resolution team and a back office team, however when I call back days later I am told that the product cannot be returned. I do not understand how I can be charged for and delivered an incorrect product and not be able to have a refund or the correct product delivered to me.
Business Response
Date: 01/24/2025
Dear BBB,
I spoke with the customer and emailed him a prepaid *** return label, and he will be sending the item back to Office Depot. Once it's received back the return will process and customer will be fully refunded.

****** *****
Executive Customer Relations | **********************
********************** | **********, *******;33496
Initial Complaint
Date:01/19/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a sofa bed from Office Depot on 9/7 (order #*********-001). The courier contacted me on 9/17 to schedule delivery. I asked the courier if they could deliver it inside my home as requested through Office Depot. The courier said that they could not deliver the sofa inside my home. I informed the courier that I would not schedule delivery and that I would cancel the order with Office Depot. I called Office *********************** on 9/17 to cancel the order. They confirmed the cancellation and provided a reference (#************). **************** advised that I would receive an email for the cancellation in ***** hours. I did not receive a refund in 3-5 business days given by customer service. I have repeatedly called/emailed Office Depot. They have not issued a refund for the item. I have since opened a disput with my ******************* to assist with a refund. Office Deport customer service (Veyer Logisitics) has repeatly misinformed/mislead me that I would receive a refund.
Business Response
Date: 01/30/2025
Dear BBB Team,

Thank you for bringing this matter to our attention. Regarding the customer's order, while it was noted as delivered, we were unable to obtain proof of delivery, such as photos. As a resolution, a full credit has been issued to the card used for the original transaction, ending in -7838. The matter has now been resolved.

Please let me know if any additional information is needed.

***** ****
Executive Customer Relations
**********************
Case # ******-002487
Customer Answer
Date: 02/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** *****
Initial Complaint
Date:01/18/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
It is January 18. I ordered this on January 6 and the problem is still not been resolved. Ive reached out to Support multiple times. Their answeris is that I need to wait because its been shipped and theres nothing they can do to cancel. However, *** says that it has not shipped. They have not received a package.
Business Response
Date: 01/27/2025
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to the customer directly regarding this matter. Upon further review, we are pleased to confirm that the order has been successfully delivered to the customer as of 1/23/2025. We have apologized to the customer for the delay in delivery and for any gaps in communication regarding the order status. The delay was likely due to recent weather conditions impacting much of the country.

As a gesture of customer service, we have also issued a $20.00 e-gift card to the customer via email.

Please let us know if we can be of any additional assistance with this matter.

***** ****
Executive Customer Relations
**********************
Case # ******-005067
Customer Answer
Date: 01/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:01/16/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I spoke to a customer service representative named ******* **** he said he was with corporate customer relations and he said he would send me a pre paid label to ship am hp printer back to a store in ******* for a refund. I waited a week no email so I wrote a letter and paid for a priority label and shipped it to a store address in ******* that he had provided us during a conversation. It looks like it's just saying it's there for almost 3 weeks and nobone as followed up with a refund. I really need someone who knows how to resolve what should have been a simple issue. Please email before calling us as we don't always have thexl phone on.
Business Response
Date: 01/22/2025
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to the customer directly regarding this matter and it appears that the customer was not the original purchaser and, therefore, cannot provide the necessary proof of purchase or order details. We have reviewed the chat interaction where the incorrect information was provided, and feedback has been shared with the appropriate internal team for further review. We apologize for any confusion or inconvenience this may have caused. As part of our standard policy, we require proof of purchase for all returns, and for printers, we enforce a 14-day return policy from the date of purchase. Unfortunately, without these required details, we are unable to process a return or issue a credit at this time.

Please let us know if we can be of any additional assistance with this matter.

***** ****
Executive Customer Relations
**********************
Case # ******-000998
Customer Answer
Date: 01/28/2025

Complaint: 22822235

I am rejecting this response because:
This person is not through I also had my attorney speak to one of your representatives on the phone when it took a month to get a reply. My printer is in ******* at one of your stores and been there for about 4 weeks so I'm going put it to you this way you need to step up and do better than this. A present from someone doesn't always come with a receipt. The printer has not been used at all. Is this the best your going do probably yes. Do you think I'm going let this go answer No. So we will be gathering more information on you and contacting other in the company to resolve this. My suggestion to you is assign this to someone else and help us not pee on us for sending a printer and mislead by one of your employees. We have alot of people we know I'm Florida and your may get introduced to them real soon if we don't get co operation for your company employees and your lack of help in the matter. If you don't get back to us with something more reasonable than this then we will have your information photo etc all over social media with a article and I don't think you want that. You shouldn't be such an unhelpful female B when dealing with the public.
Sincerely,

***** ********
Business Response
Date: 01/29/2025
Dear BBB Team,

Thank you for sharing the customer's concerns. The customer has informed us that they are attempting to return a printer they claim to have received as a gift and, as such, do not have proof of purchase details.

Unfortunately, I have not received a response from the customer, and I was not aware that the printer had been left at one of our ******* locations. To best address their concerns, I have followed up with the customer directly, requesting they confirm the specific store location where the printer was left.

We will continue to monitor this matter and work with the customer as soon as they provide the requested details. Please let me know if additional information is required at this time.

***** ****
Executive Customer Relations
**********************
Case # ******-000998
Business Response
Date: 01/29/2025
Dear BBB Team,

Thank you for sharing the customer's concerns. The customer has informed us that they are attempting to return a printer they claim to have received as a gift and, as such, do not have proof of purchase details.

Unfortunately, I have not received a response from the customer, and I was not aware that the printer had been left at one of our ******* locations. To best address their concerns, I have followed up with the customer directly, requesting they confirm the specific store location where the printer was left.

We will continue to monitor this matter and work with the customer as soon as they provide the requested details. Please let me know if additional information is required at this time.

***** ****
Executive Customer Relations
**********************
Customer Answer
Date: 01/29/2025

Complaint: 22822235

I am rejecting this response because: the job is not completed and if it is then I will come back here with less resentment and write something more appropriate. Now what this lady needs to know regardless of your policy etc your employee was responsible for all this perhaps by misleading us or how ever you want to accept this. He even said he was going to send us a prepaid label via email and nothing came of that so I had to just take initiative and gets going and paid for that myself. I also included a letter with the package on the outside of it in an envelope to a manager that your inial employee told us to do. I have a copy of that with instructions on why this package was sent the ** printer item number and also stated our return address will be changing which I will send on here if needed later but here is the tracking number and purchase of the label. Any even after this no one from that company had replied. If I went to small claims court this would cost this company more than $95 when it over. But I have nothing personal against this women answering I'm just fed up with dealing with stupid people everywhere. Our mindset is just like our current president get rid of most of them and dont give in when there the ones that are wrong here and should accept it without too much debate. Some of these employees that work there and other places make companys less desirable to do business with. Here is the additional information.
You authorized $11.00 to U.S. Postal Service
Tracking number 9405503699300735271927
MerchantU.S. Postal Service
**********************************************
***************
Transaction dateDec 20, 2024
Order ****************|91002784160831
Subtotal$11.00
Total$11.00 USD

Sincerely,

***** ********
Customer Answer
Date: 01/30/2025
You need to have this conplaint still om going on your site because the person at office depot is not looking at my concerns accurately and has no attention to detail from the beginning. I stated I'm the BBB that there representative that was sending me a pre paid label did not so I had to take initiative and pay for one from my account. This recent reply to email shows that she is kinda stupid and this needs the correspondence between should continue om your site not from my private email. So between you both someone needs to do there job correctly as I'm not just some flake with a hormone issues complaining I am an Attorney and currently I feel your being one sided so correct your self. She going be served papers to prove a point don't be on the same side. This is a copy of here reply yesterday. I have not answered her until you do your part before I start with her boss and office depot Attorney. With you it will be a tv interview with your supervisor if I don't get co operation from you. You need to let her state this herself om here by keeping the complaint open. If I had anyone that was more competent this would already w resolved between us.
Sincerely
***** ********

Hello *****,

Good afternoon. I wanted to follow up regarding your BBB rejection. I regret to inform you that I was unable to locate any record of a return label being provided. The only correspondence I found was a chat with support agent ******* ****, where it was mentioned that a return label would be emailed to you. If you could provide any additional correspondence or details regarding the return label you received, it would be greatly appreciated and helpful in resolving this matter.

Thank you, and I look forward to your reply.

Sincerely,

***** ****

Executive Customer Relations | **********************

*****************************************************************

Tel: ************** | ***********************************************************
Initial Complaint
Date:01/16/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an online order for 5 book bags that were priced $9.99/ea. I received my order confirmation and a shipping confirmation. When there was no tracking history on the *** site a few days later, I contacted the online order customer service. I was given the usual spill about the tracking would be available once *** got the package so I asked when they would be getting it since it had been over 48 hrs and there was no information. Then I am told the items are not in stock, then Im told they are discontinued. I requested a similar item be substituted for the same price and was told their system wouldnt allow them to do that. I requested a supervisor and the supervisor offered me a bag priced at $59.99 and if I ordered 5, I would get a $50 creditI politely declined and was told they would just cancel the order.
Customer Answer
Date: 01/16/2025
After I reluctantly requested a cancellation, I was told that my order couldnt be cancelled and am being forced to wait ***** hrs for resolution.
Business Response
Date: 01/21/2025
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to the customer directly regarding this matter. We are pleased to report that the customer's order was successfully delivered on 1/17/2025. We strive to provide accurate information to our customers and regret any confusion or inconvenience this may have caused. We greatly value the feedback and are actively working to improve our communication processes to prevent similar issues in the future.

Please let us know if we can be of any additional assistance with this matter.

***** ****
Executive Customer Relations
**********************
Case # ******-014706
Customer Answer
Date: 01/31/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* ******
Initial Complaint
Date:01/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a purchase on ************************ on December 31, 2024. Order number 404942090-001. The item arrived damaged, and attempted to call to arrange a return on January 4, 2025. The agent I spoke to indicated they could not process the return. But then charged me for the same item FOUR times the following day. I've been told so many different things by different customer agents, and one manager, that I don't know what's happening anymore.
Business Response
Date: 01/21/2025
Dear BBB,
Thank you for highlighting Mr. ********* issue.
I have directly engaged with the customer and resolved the matter by processing a full refund for all transactions, and I've informed Mr. ******* about the standard 3-5 business days processing time that his financial institution may require to credit the funds to his account. Additionally, I provided Mr. ******* with the reference numbers for each refund, including their issue dates. Moreover, I have advised the customer that he can choose to keep, donate, or discard the filing cabinet.

Sincerely,
***** *******
Executive Customer Relations
**********************
Case 250113-019110

Customer Answer
Date: 01/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution, while not optimal, is satisfactory to me.

Sincerely,
**** D
Initial Complaint
Date:01/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The pulverized candles were NOT in a box and had no packing materials they were placed in an envelope. Thank you for making a mess all over my ******** I stated to ***** ****** I would be happy to return these to you if you provide a box and a label at your expense. I asekd to speak to her manager 5 times and she refused.***** ****** REFUSED to refund the $1.26 plus tax and she REFUSED to reship 2 new candles that were NOT damaged I have done all in my power to resolve this a copy of the chat transcript is below.***** ****** disconnected me after I asked the 6th time to speak to a manager. This issue remains unresolved.Can you please help.Thank you.Amscan Go Brightly Molded Happy Birthday Candle, 2-1/2", Rainbow Item #******* Qty: 2 @ $0.63 / pack $1.26 January 9th 2025 Damaged order 403739517-001 Amscan Go Brightly Molded Happy Birthday Candle, 2-1/2", Rainbow Item #******* Qty: 2 @ $0.63 / pack $1.26 ***** ******, an office depot employee REFUSED TO REFUND the $1.26 plus tax the CEO of office depot was notified of this and I have yet to issue this refund for the damaged items.
Business Response
Date: 01/21/2025
Dear BBB,
Thank you for bringing to our attention Mr. ***** concern.
The complaint has been successfully resolved by issuing the customer a $2 refund (which should appear on his account within the next 3-5 business days) along with a $10 e-gift card as a customer service gesture. Furthermore, I have encouraged the customer to contact me directly for any future issues.

Sincerely,
***** *******
Executive Customer Relations
**********************
Case 250113-005563

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