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

605 total complaints in the last 3 years.
139 complaints closed in the last 12 months.

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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:07/31/2024
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.
My wife and I bought a new printer. Hooked it up and several days later it broke. The printer was an HP printer and the second in a year to break. We went to Office Depot in ***************** and was told we could only get the same printer that has broken twice because we threw the box away. I tried to explain to a manager names ***** that I disregarded the box, explaining who keep their box after hooking it up. She said sorry no box no return. They would only give me another printer which has broken twice in a year. We asked if we could upgrade to a better printer only to be told no. I get the store policy but it feels really wrong that the only reason we had no option was because we disregarded the box? We just want to purchase a printer that will last. We got the same printer. I am thankful they gave us a replacement but frustrated that they would not let us upgrade to a better printer. We have the receipt and only had the printer for less than a week.
Business Response
Date: 08/13/2024
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to the customer directly regarding this matter. The store management team reached out to the customer as well. The customer was to return to the store as of last Friday, 8/9/2024, to pick out a new printer. I have made a few attempts to follow up to see if the customer has had the opportunity to return to the store, however, I have not received any response. I have also let the customer know they can reach out to me directly for assistance regarding this matter.

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

*******************
Executive Customer Relations
**********************
Case # ******-000725
Initial Complaint
Date:07/30/2024
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.
On 7/8/24 I ordered a tablet from office depot. It was listed as instock for shipping. I paidusing Office Depot rewards. After two days, they switched status to backordered. I checked on website it is still showing as in stock for shipping. I contacted them. They said it is indeed backordered and they should have it the folliwing Monday. That day came and went. I once again contacted them, as the item is still showing available to shipment, and again, it is still backordered. On 7/25/24 I again contacted them. They were still saying it is backordered with no date available for shipment. Yet, the website STILL has this table listed as in stock and available for shipment. This is the third time I told them this. They did offer to cancel the order and replace the order - but I don't see how that would make a difference if it is truely backordered.
Customer Answer
Date: 07/31/2024
i BELIEVE that this has been a bait and switch from the begining. At this point, they have been aware they do not have product in stock, and have been aware for approx. 3 weeks. They still have this product as in stock and available for shipping.
Now they are offering me a subpar product (it does have similar specs - but reviews say it is junk) at a discount. They are not offering similar brand.
I ordered a Sumsung product in good faith. They said it was in stock and available. They have at no point changed the website to list as out of stock or backordered. This is why I believe it is bait and switch. They want consumers to order a ******* and then they want to switch to a sub-par product.
I would like a resolution but I would also like their policies to be fixed. They need to be up front with consumers, not you can purchae a well known product - but in the end - you will get a poorly made one instead.
Something similar happened with them in February 2024. I ordered a **** computer that was supposed to be new with a one year warrenty. I received the computer after a long wait (again - it was listed as in stock and available - but it was not). When I did receive it - the warranty was expired. I contacted Office Depot and they said they would take care of it and get back to me; however, they never did.
I was able to negotiate with **** for the warrenty. I only mention this because it seems to be a new habbit with Office Depot.
Customer Answer
Date: 08/12/2024
When it came time to refund the rewards points (which should have been ******) - they only refunded $40. They claim it is user error. But, at the same time, they say the request was for $140 - not the $****** as it should have been
Customer Answer
Date: 08/12/2024
When it came time to refund the rewards points (which should have been ******) - they only refunded $40. They claim it is user error. But, at the same time, they say the request was for $140 - not the $****** as it should have been
Business Response
Date: 08/12/2024
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to the customer directly regarding this matter. After conducting further investigation, we have determined that this item is classified as an "end-of-life" product. As a result, there is limited inventory available, and it should only be displayed as available for in-store purchase. We have updated the product listing accordingly to accurately reflect its availability.

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

*******************
Executive Customer Relations
**********************
Case # ******-000467
Business Response
Date: 08/15/2024
Dear BBB,

Thank you for forwarding our customers response. We have followed up with the customer directly regarding this matter and a full credit in the amount of $149.79 has been issued in the form of an Office Depot e-gift card. The customer has selected an alternative item and an additional e-gift card in the amount of $17.99 has been issued for 10% off the new item's cost. The customer has successfully placed an order for the alternative tablet.

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

*******************
Executive Customer Relations
**********************
Case # ******-000467
Initial Complaint
Date:07/26/2024
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.
My son who is has a cognitive disability went into the store to purchase an item while I was guiding him on the phone. Im trying to reach him to be independent. After he paid for the item we disconnected he was the. approached by the cashier and was unknowingly sold a reoccurring Home Depot business rewards subscription. He had no idea about it let alone does he own a business. Hes a kind gullible youngster on the spectrum. Anyone who speaks to him would know off the bat he has some challenges understanding things.The cashier must have saw him as an easy target to sell a membership to and did so.When we got the bill I went and spoke to the manager to check into it and she cancelled the subscription but unable to refund him. She gave us a customer service number that never answers the phone. Its been over a month and we still cant get his refund.My son still shops there as its close to his home but its not fair that he was taken advantage of and never refunded.
Business Response
Date: 07/31/2024
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to the customer directly regarding this matter. We were able to locate the subscription in question and confirm it was successfully cancelled. A full credit in the amount of $29.00 has also been issued to the original method of payment. We have asked the customer to allow 3-5 business days for this to reflect within their account, as this is in accordance with the card issuing bank's internal processing guidelines.

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

*******************
Executive Customer Relations
**********************
Case # ******-004175
Customer Answer
Date: 08/01/2024

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:07/25/2024
Type:Billing 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.
Did not agree to a charge that was added without explanation to original price. 25% was added charge no where was it indicated and goods were held hostage until paid.
Business Response
Date: 07/31/2024
Dear BBB,

Thank you for forwarding our customers complaint. The District Manager for the location and I have been in contact with the customer regarding this matter. A $12.00 credit is being issued to the customer's original method of payment. A discount of 50% off their next order has also been arranged at the store level.

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

*******************
Executive Customer Relations
**********************
Case # ******-018173
Customer Answer
Date: 07/31/2024

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:07/23/2024
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.
On July 22, 2024 I purchased two printer toner cartridges from the Office Depot in *******, **. During checkout, I specifically asked if there were any discounts on toner cartridges. I was told that there were not any. When I returned home, I reviewed my receipt and discovered the price I was charged was over twenty dollars more than the price online. When I called the store, I was told the store will only match an online price when you specifically request it and show it to the checkout person. Additionally, I was told employees are directed to not use the online price, again unless they are asked by the customer. Finally, I was informed the only resolution would be to return to the store with my receipt and the toner cartridges to have the difference refunded to me. This is arguably one of the most deceitful business practices I have ever heard of.
Business Response
Date: 08/05/2024
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to the customer as well as the store's management team directly regarding this matter. The General Manager was able to connect with the customer and they are ready to accommodate the price match. I have not received a response to my last couple of emails to the customer, however, I was advised they will be returning to the store for the price match to be completed and credited to the original method of payment. I have asked the customer to follow up with me directly to let me know once the transaction has been completed.

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

*******************
Executive Customer Relations
**********************
Case # ******-001565
Initial Complaint
Date:07/22/2024
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 bought an Office Depot paper shredder from yall ordered it as an instore pickup. I am punning into issues with the shedder and now Office Depot is claiming that yall can't locate a receipt and yalls only resolution is for me to buy a new one. approximately bought around 2020-2023
Business Response
Date: 07/30/2024
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to the customer directly regarding this matter. We made extensive efforts to investigate this matter further, but unfortunately, we were unable to locate the original purchase with the information provided. As a result, we are unable to activate the warranty since proof of purchase in the form of a receipt (copy or original) is required to validate the warranty, in accordance with the product warranty limitations. We have advised the customer to contact us directly if they are able to locate the proof of purchase details.

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

*******************
Executive Customer Relations
**********************
Case # ******-000692
Customer Answer
Date: 07/30/2024

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.
Business should have a better system
Sincerely,

*************************
Initial Complaint
Date:07/22/2024
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 6/18/24 I ordered a mouse for $69.99 and was went the incorrect one. I attempted to return and was forced to do this via *** and told that the only way to make an exchange was to reorder the same product and have it shipped; they debited my account for that mouse and said I would get a refund for the other one when it was sent back. They processed this twice and canceled one, leaving me with around $200 pulled from my account at one point.They sent an incorrect product a second time; when I attempted to get this rectified, they pushed me to reorder again, then accused me of lying about the product, lying about the order, etc., and essentially doing everything except assisting with processing the refund.At this point the original mouse I ordered was returned via mail and the tracking number offered was the return on ***. The second mouse was returned in store and that was refunded, and the bad order they did dropped off. I have been waiting 2.5 weeks since the end of that to get the refund for the original product. In the past 6 weeks every time I have called I have received different and often conflicting information - in total I think I have spent close to 20 hours on the phone as each phone call takes a minimum of 45 minutes assuming I don't get transferred. On the last call I was told that the transaction refund was intentionally voided twice despite the item being returned. At this I do not have my money or the mouse that I ordered, and Office Depot has stated they cannot refund me since they used a third party service to fulfill the order. I would like the refund processed and a formal complaint filed against this as to me it is clear the intent was to steal this money; if I was not following up there would have been no progress and Office Depot would not be refunding me. I believe I am only owed $69.99 at this point, but it's so messy that's my best guess.Order Numbers: A) 37244101--001 B)374989853-001 C) 375002117-001 D)37285901-001
Business Response
Date: 07/25/2024
Dear BBB,

The customer was finally refunded yesterday 7-24-24 for the mouse and will be 2-10 days and the refund will be posted back to the customer account. In addition to this I will have a gift card for $150.00 emailed to customer within ***** hours for the additional compensation. I've emailed the customer this resolution.

***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496

Customer Answer
Date: 07/26/2024

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. I will continue to monitor my accounts and if necessary will reach out if there is any failure to provide the refund.

Sincerely,

***************************
Initial Complaint
Date:07/22/2024
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 June 21, 2024, I placed an online order for Ricoh toner (magenta and cyan). I was notified the order would be sent in 2 shipments. I received the magenta toner as scheduled. On June 25, I received notification that the cyan toner would arrive that day. It did not. When I checked the tracking, it indicated the order had never been shipped. On June 28, I contacted customer service via online chat. The agent told me the toner had never been placed on the delivery truck. She canceled the original order and placed a new order, which was supposed to be delivered on July 2. It did not arrive, so I again contacted customer service and canceled the order. I needed the toner and used another source. I waited until I received an email confirmation of the order cancelation. On July 8, the toner (which I had canceled on July 3) arrived, and I was charged for it. On July 9, I returned this toner and am still waiting for a refund for an order I never placed. I have made two additional customer service calls and am always told a refund will be processed. I have spent significant time on this issue and want Office Depot to process my refund of $140.99
Business Response
Date: 07/25/2024
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to the customer directly regarding this matter. We looked into this further and as requested, a full credit in the amount of $140.99 has been issued back to the customer's original method of payment. As of 7/25/2024, the customer has confirmed they have received the credit in question. We have also reported our findings to the relevant transportation management team for further investigation.

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

*******************
Executive Customer Relations
**********************
Case # ******-023294
Customer Answer
Date: 07/27/2024

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:07/17/2024
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.
Date of initial transaction 7/01/2024. Expected delivery date 7/03/2024. Date packaged was delivered 7/05/2024, after contacting customer service for the first time. The delivery service only delivered part of the desk. The top of the desk was never delivered, and the bottom half of the desk was missing instructions and hardware. The file cabinet that was ordered with the desk was missing parts and had a broken part. After contacting the customer again I was notified I would need to be issued a refund for the desk as the delivery service stated they delivered all parts. However, parts could be sent for the file cabinet. I was OK with that. However, afterwards the refund was retracted because the delivery service said the order was fulfilled, this was not true. I have security video footage to prove this was not true only two boxes were delivered but there were supposed to be three, one for the file cabinet and two for the desk. After contacting customer service several more times, the best resolution was a full refund. A pick-up was set to pick up all items received on July 12, 2024. The pick-up service never showed up. The next day July 13, 2024, I returned all items to the local Office Depot (store #**************). The store associate (*******) stated that they would take the items in case the warehouse called to verify the items were received but he could not issue a refund because customer service had already began processing a refund but I never received the refund.
Business Response
Date: 07/23/2024
Dear BBB,

The customer refund has been released for $508.75. The refund will post within 2-10 days.

***********************
Executive Customer Relations | **********************
***************************;| **********, *******;33496

Customer Answer
Date: 07/25/2024

Complaint: 22002014

I am rejecting this response because: after Office Depot issued the refund it was retracted. This has happened three times now. Each time the refund is issued, and I receive confirmation of the refund 1 - 2 business days later the refund is retracted.

Sincerely,

********************************
Business Response
Date: 07/29/2024
Dear BBB,

The customer dropped off all items at the store and I've confirmed this. The customer credit was issued and released on 7-24-24. The credit will post back to the customer card within 2-10 days from this date depending on their bank. However, Office Depot has released the full refund $508.75.

***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496
Initial Complaint
Date:07/15/2024
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.
We were regular customers and asked for a store credit. No one at corporate, nor at the store seems to know what they are doing.The store says go to corporate, corporate says to go to the store.On Sunday, the store told us they could not take the items because they were over 30 days old. Said we have to call corporate for approval first.Corporate takes over thirty minutes of my time just to transfer me back to the store.The store has not changed their opinion and say I have to call corporate.Another thirty minutes, this person says that I have to go to the store. The corporate office cannot approve a return for an item purchased in the store.Two people, two different interpretations of Office Depot rules and policies.I ask to speak to a manager, am placed on hold for 15 minutes and then disconnected.Every person I spoke with made it abundantly clear that the receipts were over 30 days old.With a tone which I felt as being rude and uncaring.But they either are not properly trained, or they were not honest; the receipts say the 30 days is for unopened ink and toner and it is 90 days for office supplies.They should probably learn their policies.Still, these receipts are over the 90 days, so once again, they violate Office Depot Policy. What value is a policy which will drive away a consistent customer and send them to a competitor? That attitude drives them away permanently.I sent feedback and someone from corporate asked for the details once again. only to tell me to go to the store. Why bother if you were not going to resolve this?Between all the interactions, this has cost Office Depot at least $60 in employee time. And future sales.Here is how it should have gone.We would like to return these, we do not need them.Office Depot: They are over 90 days old, would you be OK with store credit?Certainly, thank you! We spent about $1500 and asked for store credit of $70 ****** 6 EA @ $8.19 - $49.14 ****** 1 EA @ $20.99
Business Response
Date: 07/11/2024
July 11th, 2024
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving *************,
****** & ** ************;
*************************************************************;
**********************;

***********************/BBB Case # ********

Dear **************

We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding his return.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Complaint is for Office Depot, Not The Home Depot.

With that said, The Home Depot considers this matter is closed

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********

Customer Answer
Date: 07/11/2024
The complaint is with OFFICE Depot. Not sure why you sent it to Home Depot
Business Response
Date: 07/22/2024
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to the customer directly regarding this matter. We have worked with the store location in questio n, and they are ready to accommodate the customer's request. We have also asked the customer to keep us in the loop once they have had the opportunity to return to the store to complete the transaction.

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

*******************
Executive Customer Relations
**********************
Case # ******-003537
Customer Answer
Date: 08/05/2024

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,

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

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