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
- 604 total complaints in the last 3 years.
- 139 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/13/2024
Type: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.
Ordered 2 Micro SD cards 1 TB each for total $164.60. The 2 Micro SD cards that arrived looked like they had been run over and not acceptable to put in a computer. Requested return and refund. Office Depot wrote they would pick up last Monday. Courier did not pick up package. Since Monday, I keep getting put off by Office Depot customer service and the package is still sitting at my home waiting for instructions to obtain refund for unusable product. Ridiculous that Office Depot does not have a process for this issue. Have uploaded picture of unacceptable shipment twice and still do not have process to resolve.......still waiting for Office Depot to convey their process.
Business Response
Date: 06/18/2024
Der BBB,
I've emailed the customer 2 prepaid *** return labels to print off and take to *** center and send the ** cards back to Office Depot. Once the items are received back at the warehouse for processing the customer will be fully refunded within 2-10 days
***********************
Executive Customer Relations | **********************
***************************;| **********, *******;33496Initial Complaint
Date:06/11/2024
Type: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.
After clicking on the provided email link, and supposedly purchasing the product, I was taken to a site that said: "This product key is no longer valid -You already redeemed this product key." I could not have already redeemed the product because I never received the product key or the download to my computer. On 2 occasions I reached out to Office Depot ***************** on the evening of 6/10/24 and the evening of 6/11/24. On the evening of 6/10/24, I reached out, via chat, to an Office Depot Representative who was quite rude, and he stated he would send me an email in which I never received. On the evening of 6/11/24, it took me 3 times to reach a Rep as I was hung up on. Finally I got a Rep who had an oriental accent who was very nice. I must admit by that time I was irate, but, I did not get disrespectful but I did let her know my displeasure with Office Depot and ********** She again, as the other Rep, told me she would regenerate the email with an updated link. This was about 8:45 PM 6/11/24, and it is now 10:58 PM, and still no email. I had let both Reps know that if they could not give me the product or send me an email with a new link, to please refund my money. Listen, I only want the product and for these Reps to do their job; but if Office Depot cannot better train their Reps, or ensure that they are more professional, then I would please demand a refund. Thank you.Business Response
Date: 06/25/2024
Dear BBB,
Thank you for forwarding our customers complaint. We have reached out to the customer directly regarding this matter and they have since requested for the software download to be cancelled and refunded.I am still actively working on this request with the appropriate internal teams. As soon as the download has been cancelled and refunded to the original method of payment, we will be sure to follow up with the customer as well as the ******************** right away.
*******************
Executive Customer Relations
**********************
Case # 240612-000724Business Response
Date: 06/25/2024
Thank you for forwarding our customers complaint. We have reached out to the customer directly regarding this matter and they have since requested for the software download to be cancelled and refunded.
I am still actively working on this request with the appropriate internal teams. As soon as the download has been cancelled and refunded to the original method of payment, we will be sure to follow up with the customer as well as the ******************** right away.
Business Response
Date: 06/26/2024
Dear BBB,
We wanted to follow up in regard to our customer's complaint. Unfortunately, the software download cannot be cancelled and credited back to the customer's original method of payment as the software has been successfully activated on the customer's end.
We have attempted to confirm that the software download was successful, but have not yet received a response from the customer.
Please let us know if we can be of any additional assistance with this matter.
*******************
Executive Customer Relations
**********************
Case # ******-000724Initial Complaint
Date:06/11/2024
Type: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 order for an office chair , which was pretty expensive. I was advised it would be delivered 06/10/24 which didn't happen. I received a text later on in the day I would have it delivered 06/11/24 from 1pm-3pm. I have office day on Tuesday since I desperately need it I had to take a full day off of work in order to receive chair. I received call 06/11/24 at 2:30pm from delivery service that office depot has to advise me delivery will not be happening today and did not give a date or time of when chair should be expected. Delivery could not happen due to mechanical problems with truck that was to deliver. I suggested another one of their truck to please bring it to me since I had to take full day of work off to wait for delivery, I was denied and that was it. I need to get compensated for full day of work or at least the full value of chair at this point. I need refund and chair.Business Response
Date: 06/13/2024
Dear BBB,
I issued the customer a full refund of $251.26 and emailed her and advised her to allow 2-10 days for the refund to post back to her card and she can keep the chair. This is for resolution of her complaint.
***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496Customer Answer
Date: 06/13/2024
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:06/04/2024
Type: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.
Order Confirmation #*********-001 This order was paid for to Office Depot in store in the amount of $107.49 Estimated Delivery Date 6/3/2024. Called **************** spoke with Gentleman whom stated my delivery will be delivered on 6/4/24 due to a delay, I said okay. Called Again on 6/4/24 spoke with ******* whom could not track Carrier, but saw where I called the day before and my message was sent to carrier. I am still on phone after being on hold for over an hour waiting to speak with a manager about this situation. I would like to be compensated and receive and apology for 2 days of inconvenience waiting all day from 8AM till after 5PM no package yet. This is not business professional, no call no concern for customer. This was my first experience for delivery and it has been a very bad one.Business Response
Date: 06/12/2024
Dear BBB,
Thank you for notifying us about ****************' concern. I have made multiple attempts to reach out to the customer, but unfortunately, I have been unable to establish contact.
Regarding the delivery complaint, I want to assure you that our transportation management team has addressed the issue to ensure that better service is provided in the future. While we do not provide compensation for such instances, I have informed the customer that we have sent an e-gift card as a customer service gesture to express our apologies and appreciation for her feedback.
If there are any further questions or concerns, or if there is anything else we can assist you with, please let me know. We appreciate your understanding and the opportunity to address this matter.
Sincerely,
*************************
Executive Customer Relations
**********************
Case 240605-000429
Initial Complaint
Date:06/03/2024
Type: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.
Full description is in the attached Word document.At this time, I am asking for a full refund of a Realspace 71 desk and hutch and the Allstate SquareTrade Protection Plan I purchased with it on 11/22/22. I am also asking for Office Depot to provide removal of the desk versus myself having to dismantle and return a non-functional working large piece of furniture to the store. The desk was purchased for $733.30 from OD at ******************************************************The desk has manufacturing quality issues around drawer alignment making the entire desk non-functional as far as I am concerned. ** has denied the claim I submitted on 3/8/24 as not a Manufacturing and Electrical issue. The 71" desk itself was an upgrade purchase of the ** 59" desk+hutch that also had drawer alignment issues. I was only provided a refund 3 months after the initial purchase if I agreed to purchase the protection plan for an additional $139.99. The 59" desk also had a damaged piece right out of the box which took time to get the replacement and delayed building the desk and realizing the quality issue it had.Having had the ** 71" desk+hutch previously from 2014-19 with no quality issues then I reasonably expected the same on what I felt was a higher quality desk. I assumed I could resolve the drawer alignment to what I had experienced before. I reasonably expected that with a insurance protection contract for 3 years, 2022-25, I could submit the claim at any time at the point I felt it was futile to continue fixing the desk on my own. ST will not honor the claim over issues I raised, and therefore I am asking BB for help. I reached out to the Store Manager ****** on 3/8/24 to ask for contact with the District Manager to discuss the return of the desk. I was told by ****** that he would email ******* with my contact information to reach out to me as he could not provide his phone number. I have had no response from either individual.Business Response
Date: 06/04/2024
Dear BBB,
I've emailed the customer and will have a check for $733.30 mailed out to customer within 7-21 days via standard **** mail. The customer accepted this outcome, and this is resolved.
***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496Initial Complaint
Date:06/01/2024
Type: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.
2/29/24 Pd. $92.62 for sheet protectors, notebks., etc to put memorabilia items from my life into booklets, as I'm 75 yrs. old. This takes time to do! I bought 9 tab dividers @ $2.99 ea. but tabs are colored so you cant see the writing. With the sale ********** O.D. card discount it came to $10.26 & 7.76 tax. 6/1/24 I bought $106.48 of items. ******* said she'd do the return after my purchase, but then she refused to issue refund. I asked for Mgr. (******) who also refused to refund my money, issue me store credit, or refund the now discounted price as it's been "over the return deadline" and the store's going out of business, despite the fact I had my receipt and the pkgs. were still sealed! THIS IS HORRIBLE CUSTOMER SERVICE, PUNISHING CUSTOMERS BECAUSE THEIR LANDLORD REFUSES TO EXTEND LEASE PUTTING THEM OUT OF BUSINESS!! I am thinking now of returning the $106.48 of items I purchased today, because of this incident.I WOULD LIKE A REFUND CHECK SENT TO ME IN THE MAIL. IT WOULD COST ME MORE TO GO BACK TO THE STORE AGAIN.Business Response
Date: 06/03/2024
Dear BBB,
The store was not at fault and upheld the 30 days return policy. However, I spoke with the customer and offered a $35.00 gift card that will be emailed to her within ***** hours, and she accepted. This is resolved.
***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496Customer Answer
Date: 06/10/2024
As of 6/10/24 I have NOT received the gift card as promised to me by ****** @ Home Depot.Initial Complaint
Date:06/01/2024
Type: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.
Hello, I have contacted them about my order and they have only partially refunded my order. They said that they can't refund the remaining of the lost order because it was marked as delivered and they can't do anything about it. But they refunded me for 1 item which was cheaper than my item that was not refunded. It is really outrageous and cheap of OfficeDepot. My order number is: 357986597-001 Thank you and have a nice day.Business Response
Date: 06/03/2024
Dear BBB,
We have images attached from Fed Ex website for tracking # ************ and also ****** maps and it shows the same correct address and door the scanner was delivered to. At this juncture Office Depot wouldn't be able to issue a refund for this delivery. I advised the customer if they like he could file a dispute with his bank. However, our records indicate a successful delivery at the correct address. I also emailed the customer and provided the same information.
***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496Customer Answer
Date: 06/04/2024
Complaint: 21788897
I am rejecting this response because:Hello, I understand your concern and how it affect you and your business. Although I would like to ask for you to view this from a customer's perspective. I have ordered 2 items, one item got got refunded because of a false delivery but the other was not delivered. The cheaper item got refunded obviously and the more expensive got marked as delivered and proved to be delivered. Now from my perspective, Office Depot is willing to refund me the cheaper item and not the more expensive item because they are not willing to lose their business, or maybe even didn't even deliver the item to me and just took my money away. Do you understand the unloyalty you are adding to your clients with your own hands? I am just really shook from how Office Depot is treating their customers and their deliveries. It is not my duty to get the package to my door, it is Office depot's to make sure they are using a viable delivery service for it . I thank you for your patience and effort put through this message. Have a nice day
Sincerely,
*************Business Response
Date: 06/10/2024
Dear BBB,
Thank you for informing us about the customer's concern. We have reviewed the situation and provided the customer with the tracking details for their order. The tracking information includes an image that clearly depicts the delivery of the scanner.
Based on the provided image, it is evident that the scanner was indeed delivered to the customer. We have shared this information with the customer to address any doubts or confusion regarding the delivery status.
If there are any further questions or concerns regarding this matter, please let us know.
Sincerely,
*************************
Executive Customer Relations
**********************
Case 240604-002935
Initial Complaint
Date:05/29/2024
Type: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.
Ordered online toners which is "pack of 2", but only received one toner. Contacted customer service multiple times but no steps taken. Please either ship out the other toner, or refund half of my purchase price.Business Response
Date: 05/30/2024
Dear BBB,
I've gone ahead and issued the customer back a refund of $173.20 which is half of the order she originally placed, and this is half the refund amount customer is asking for. I emailed the customer and advised her to allow 2-10 days for the refund to be posted.
***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496Initial Complaint
Date:05/28/2024
Type: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 am writing this email because I had a very poor experience today 5/18/24 returning three items to Office Depot Schaumburg, IL store. I made a big purchase on 4/29/24 in ********** and another purchase on 4/30/24 in Office Depot *****************, **. I was equipping my home office and I purchased a lot of items and spent $ ******. After I completed all set up, I realized based on my new desk and position in the room that I do not need the extension cord (outlets were next to desk), *** Port was not the right one, and I did not need the camera because I could use my laptop camera. I was not in hurry to return products right away. I was not aware of 14 days return policy and accepting only products with boxes. I do have the box for extension cord, but I do not have boxes for the *** Port or the camera. I returned products to *************** and Target. All of these companies offer ***** days to return products. I also returned products without boxes. I have been stunned with this policy and how nobody cared to understand or help customer. ********, store manager, from ********** ,who was actually helping me with the initial big purchase, showed no interest in helping me in returning these items. I am very disappointed and dissatisfied with the customer service. I attempted this return 18 days after the initial I would like you to review my case and accept these returns because I was not aware this unconventionally short return window and not accepting products without boxes.Business Response
Date: 05/29/2024
Dear BBB,
This is a duplicate and I've already emailed this customer on 5-20-24 the below and ********************** wouldn't be able to accept the return.
Prior Email Sent to Customer on 5-20-24
Dear **************,
I had the opportunity to review your email regarding the technology items you're asking to be returned after the 14 days return policy for Office Depot regarding technology items. I'm contacting you from the corporate office and at this juncture we wouldn't be able to take any further actions and accept the returns you have. This is the current policy, and we are not deviating from this policy. Have a wonderful day.***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496
Tel: ************ | ********************************************Customer Answer
Date: 05/29/2024
Complaint: 21772083
I am rejecting this response because your return policy is very short and not competitive with the retail industry and it is not widely known by your customers. I am very disappointed with your customer service and your response. I would not recommend purchasing from Office Depot.
Sincerely,
*********************Business Response
Date: 05/30/2024
Dear BBB,
I'm afraid we wouldn't be able to accept the technology items for return or exchange after 14 days from the date of purchase. Office Depot will not deviate from this, and this is the return policy. I've already emailed the customer back on 5-20-24 the below and advised. Below is what I sent
Email I sent to Customer on 5-20-24
Dear **************,
I had the opportunity to review your email regarding the technology items you're asking to be returned after the 14 days return policy for Office Depot regarding technology items. I'm contacting you from the corporate office and at this juncture we wouldn't be able to take any further actions and accept the returns you have. This is the current policy, and we are not deviating from this policy. Have a wonderful day.***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496
Tel: ************ | ********************************************Customer Answer
Date: 05/30/2024
Complaint: 21772083
I am rejecting this response because I stated in my previous emails and their policy is not competitive with the current market and consumers purchasing preferences. I would like to make sure that this compliant is recorded and counted against BBB scoring as a business organization.
Sincerely,
*********************Initial Complaint
Date:05/28/2024
Type: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.
Office Depot picked up the desk one week ago. Order 364612697-001 Office Depot refuses to approve refund for item in their possession for one week. They estimate ***** business days for approval then 10 business days for processing. Office Depot refuses to refund for item they picked upBusiness Response
Date: 05/29/2024
Dear BBB,
The refund was just released today, 5-29-24 and I emailed customer and advised she will inevitably be refunded for $228.36 within 2-10 days for sure. I also will have a $50.00 gift card emailed to customer within ***** hours and apologized. This will for certain happen.
***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496Customer Answer
Date: 05/30/2024
Complaint: 21769987
I am rejecting this response because:
I still have not reciveed my refund.i have been told multiple times the redund was released on the 22nd.
And I have spent over 10 hours on the phone pleading for my refund
a $50 Gift is not acceptable. Office Depot has had their product for 10 days and I have recieved no proof that the refund has finally been released ..
again I've spent hours on the phone pleading for my refund with office.depot reps. And no proof submitted to confirm refund approved
Just on the 28th I spent 2 hours on the phone records attached. And offi e depot reps refused to release my refund. $50 is not sufficent. And I want proof of the refund
Sincerely,
*************************Business Response
Date: 05/30/2024
Dear BBB,
I spoke with customer today and issued an additional $100.00 gift card and also confirmed with the billing team the refund of $****** was released yesterday and to allow up to 10 days and she will see the refund post. I also confirmed this with our credit team and provided the customer communication of this. The customer will get gift card via email within ***** hours and the ****** refund within 10 days.
***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496Customer Answer
Date: 06/03/2024
Complaint: 21769987
I am rejecting this response because:Office depot has offered no explanation for why I was forced to file a bbb complaint to recieve My redund. I requested retraining for the employees who delayed my redund this request was never acknowledged in any way. Office depot purposely makes the process of refunds time-consuming and difficult in order to unjustly enrich themselves by making customers give up in frustration. Please keep record of this criminal activity.
i do not believe the credit i recieved is sufficent. I made over 20 calls and spent 10 hours on the phone requesting redund for an item office depot had in their posession.
Sincerely,
*************************
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