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

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

If you've experienced an issue

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:05/11/2024
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.
I purchased 10 packages of 6 - 3" x 5" memo pads from Office Depot on May 3, 2024. This was item #******. When the memo pads were delivered there was only 10 individual memo pads. I contacted customer service and spoke with a man who told me several times that I didn't understand the advertised items. I then spoke with a supervisor who said her name was ****. She again said they were right and I was wrong, again several times. I asked her if she really thought that I would pay $60.00 for 10 individual 3" x 5" memo pads. I also explained that the picture clearly showed 6 memo pads. She said this was just to show the colors. I asked her why that would be since you have no choice in the colors. I advised her that this was ludicrous, and she again said they were right and I was wrong. She refused to send the additional 50 memo pads. Trying to speak logically to these people was impossible. I advised her that I would be returning these items. I have to be somewhere during the day and can't wait all day for them to come and pick them up. I am also disabled and cannot take them to an Office Depot to return them. I have no choice but to see if I can find someone to take this to the carrier and mail them back. If this isn't the correct price then it would appear that they may be quilty of false advertising. (Showing packages of 6 rather than an individual memo pad.) The customer service for this company is terrible
Business Response
Date: 05/16/2024
Dear BBB,

I have issued the customer a full refund and the item is sold as each not pack of 6 and customer did receive the correct amount. I've also asked for the website image to be updated to show 1 memo book. The full refund will post within 2-10 days back to customer and no further accommodation will be provided. The customer can keep the items and no need to return.

***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496
Initial Complaint
Date:05/08/2024
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.
I purchased an office chair in Oct 2023, a few months ago it started wobbling/leaking fluid from the gas lift. I called ** they said parts not in stock could be as long as 16 weeks. I waited about 8 weeks - still no projected date delivery date. Asked what are my options as Im very displeased. They said can escalate to corporate. I said great, please do that. They did and got back to me, saying they would refund the cost of the chair ($274.98) as theres still no due date on parts. I said OK, that is acceptable. I got an email a day later with an eGiftCard from Office Depot for $274.98. Now the ** guy did say something about it being redeemable only at Office Depot, but at the time I just wanted to put this behind me as it had already been 8 weeks. Then I remembered I purchased the chair with my own funds (not an Office Depot gift card or store credit) shouldnt the refund be in same form as the original payment? Why should I be forced to spend it at Office Depot alone?Ive been a loyal customer for years - I even drive right past a Staples store to go to your store!Please just deactivate the eGiftcard and refund my money.
Customer Answer
Date: 05/17/2024
Office Depot has not only contacted me promptly, they have already resolved the issue. A credit to my original payment method was made and has already shown up in my acct! So they did exactly as I hoped/requested. Please consider this matter resolved !!
Thank you for the great service(s) the BBB provides!!
*********************
Business Response
Date: 05/17/2024
Dear BBB,

Regarding this case it will be closed. Office Depot has a 14-day return/exchange policy for furniture items and once this is expired the customer will have to exercise their warranty. If the chair has to be refunded the process in place requires the warranty team issue the customer a merchandise card and or gift card for the value of the items, they original purchase and this is what happened. At this juncture Office Depot will not be crediting his card back and the gift card is the refund which is written policy and Office Depot will not deviate from this stance.

***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496
Initial Complaint
Date:05/07/2024
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.
On April 30, I purchased a service through Office Depot from their web site for ****************** They contract to Iron Mountain Shredding. The amount of ****** was paid via credit card and was taken out of my bank account. The instructions stated that in three days Iron Mountain would contact me to drop of a bin that I could fill up with confidential shredding material. May 6 I phoned, e mailed, tried to contact them on line to inquire about why I had heard nothing. Office Depot and Iron Mountain both denied responsibility is providing the service. They sent letters that were not answering my questions. I now do not wish to engage their services since they appear not responsible to handle job. I have since this day received many e mails that were scams to and from my e mails. Since I had to give my e mail and address each of the many times I spoke to a computer, live person, or e mail I suspect that I may have been hacked. I want to engage a responsible company.
Business Response
Date: 05/10/2024
Dear BBB,
Thank you for forwarding our customers complaint. The customer has been issued a refund.
Sincerely,
*************************
Executive Customer Relations
**********************
*************
Initial Complaint
Date:05/06/2024
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.
I bought a case of 10 packs of copy paper from Office Depot on 5/2/2024. It stated that I would receive my package on Friday. I did not receive it and instead had an email that said it was delayed but didn't say until when. I've never received another email to say when from Veyer who they use.I had to chat to find out that it was coming today Monday, 5/6. I was told I'd be getting $10 refunded. Awhile later I received an email saying that my egift merchandise card was ready to use, yet I wasn't given my egift merchandise card. Nobody will answer me as to where my card is, not even a manager at Staples when I was chatting. I was completely ignored.I spoke on chat and the phone and even emailed one gentleman who gave me his email and said he'd reply right back to it, but he has ignored it and finally was told now my package isn't coming until 7/7.The reason is they ran out of time constraints. That's not an excuse any longer. I should have been the first stop on their list. They are putting me last, which means they are always going to run out of time bringing me my package. At this point they need to use a different shipping partner to ensure that it arrives and they need to give me my $10 that I was promised. Perhaps even more money at this point.
Business Response
Date: 05/07/2024

Dear BBB,

The paper order delivered today to the customer ****** and also we issued him a $10.00 gift card for his $10.00 credit he was promised. This is resolved case #******-000440.

***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496
Tel: ************ | ********************************************
Customer Answer
Date: 05/07/2024

Complaint: 21675323

I am rejecting this response because: despite finally receiving my order 5 days late for something that was supposed to be next day, my account is NOT showing the $10 e merchandise card, which originally I was told in chat was a refund, which would mean it would go to my bank account. The e merchandise card was a surprise and I have not received it. I just went to my Office Depot account and there is no where that shows that I have $10 that I can spend on whatever I want. In fact they added another case of copy paper to my cart, which I am not purchasing another one, which cost more than it did when I purchased it to begin with. I don't need another case. So that was quite wacky of them as well.
They also need to speak to ***** who told me to email them and he'd reply right back and never has. He instructed me not to call them again and to email him instead. They don't care about that at all. In the future their drivers need to work late if a package is supposed to be next day delivery.

Sincerely,

*************************
Business Response
Date: 05/07/2024

Dear BBB,

I emailed the customer an additional $75.00 gift card for the delayed delivery and miscommunication. This means the customer has a $10.00 gift card online to apply to any order he see's fit. In addition he was emailed a $75.00 gift card for additional compensation for the late delivery and miscommunication. The customer also received his paper. This is a total of $85.00 in gift cards for the accommodation to resolve.

***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496
Tel: ************ | ********************************************
Customer Answer
Date: 05/07/2024

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 still don't have the other $10, but I did receive the $75 gift card and I do hope somebody talks to the associate ***** who insisted I email him and I do hope there are changes made the delivery system in the future.

Sincerely,

*************************
Initial Complaint
Date:05/04/2024
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 purchased 100 dollar uber/lyft gift cards from office depot and have not received them. They also refused to issue me a refund. I've tried to get a refund for 1 month without resolution.I was charged ****** including tax for a gift card.
Business Response
Date: 05/06/2024
Dear BBB,

I've gone ahead and issued customer a full refund for $106.63 and he will receive a check in the mail for $106.63 within 7-21 days via standard **** mail. This is case # 240504-001721. Have a wonderful day.

***********************
Executive Customer Relations | ************************************************ Trail | **********, *******;33496
Tel: ************ | ********************************************
Initial Complaint
Date:04/30/2024
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.
I was encouraged to apply for a trial membership with 30 days to cancel before being charged for the membership. I cancelled the membership 10 days before the trial membership was over. I was charged $49.00 when the 30 day trial ended. I called on that day (April 16, 2024) and voiced my concern. I was assured that the membership would be cancelled and a full refund would issued in 5-7 business days. As of today (April 30, 2024) I still haven't received a refund. They provided me with Question Reference # ******-003099 .I reached out on 4/30/2024 and was assured that a refund would be processed to the original payment method within ***** hours. The ticket # for that communication was #******-018009.
Business Response
Date: 05/01/2024
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 $49.00 has been issued back to the customer's original method of payment. We have advised the customer to allow 3-5 business days for this credit to reflect within their account, as this is in accordance with the 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 # ******-000446
Customer Answer
Date: 05/04/2024

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 am very appreciative of *********************** effort to resolve this matter.

Sincerely,

***************************
Initial Complaint
Date:04/29/2024
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.
4/28/2024 At approx 12:00pm MST I purchase a printer online for curbside pickup. (Order # *********-001) Within 12 minutes, I receive an email that says "We are unable to fill your pending order and it has been canceled. You will not be charged for this order." Yet my debit card was charged. I waited several hours expecting it to be credited. Nothing. I used their online chat/text with customer service, only to be told I have to wait 5-7 business days to receive credit. If not, file a dispute with my card holder. This was a mistake on their end. I understand that the printer may not have been in stock, so I got the quick message advising me, so I don't drive to pick it up. But their own message says I will not be charged. Why should I have to wait? Now my money is tied up and I can't go buy what I need from another location. I don't feel this burden should be placed upon me and my cardholder.
Business Response
Date: 05/02/2024
Dear BBB,
Thank you for notifying us about ******************** concern. I have personally been in contact with the customer and have successfully addressed his concerns.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 240429-004607
Initial Complaint
Date:04/22/2024
Type:Customer Service 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.
Rude **************** and Antisemitic Employees - An assistant manager literally (physically) pushed me.The assistant manager and print associate clearly need classes in customer service.The print associate purposely botched my order and also proceeded to tell me that I couldnt email her a new document to print right there because shes trying to save me money. Miraculously when I emailed the same exact document in store and was there to watch her print it, the photo color and dimensions looked great.When I told the assistant manager that I will not tolerate antisemitism or keep silent about it, she physically pushed me and said get out of here!This incident happened 3 weeks ago and I have yet to hear anything from Office Depot about this. Ive called and texted the customer service number and keep getting the run around. Each time I call, they promise that someone from the corporate office will get back to me within ***** hours and no one ever does. I dont think that Office Depot is taking the matter of an employee assaulting a customer seriously.
Customer Answer
Date: 04/23/2024
Store #: 2198
my customer ID # ********
Business Response
Date: 05/01/2024
Dear BBB,
Thank you for notifying us about *********************** complaint. We have been in communication with the customer and are actively working towards resolving the issue. However, we kindly request a three-week extension to ensure we can fully address and resolve the matter.
Sincerely,
*************************
Executive Customer Relations
**********************
Case 240423-006449
Business Response
Date: 05/06/2024
Dear BBB,
We kindly request additional time to address and resolve the customer's matter. Your patience and understanding in this regard are greatly appreciated.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 240423-006449

Business Response
Date: 05/13/2024
Dear BBB,
Please accept this as Office Depots response to the above-referenced complaint. Office Depot takes customer complaints and the allegations claimed seriously.? We have completed our investigation into this matter and have determined that Mrs. ******** specific claims have been unsubstantiated. Additionally, during our investigation we found ******************* displayed unprofessional, disruptive, and disrespectful behavior. At this time, Office Depot will take appropriate actions warranted, if any, internally with our associates.

Office Depot considers this matter to be resolved. Please contact me directly should you have any questions. Thank you for the opportunity to respond to our *********************** concerns.

Sincerely.
*************************
Executive Customer Relations
**********************
Case 240423-006449

Customer Answer
Date: 05/14/2024

Complaint: 21609983

I am rejecting this response because:
1. My name is Mr/*****. ******* and not Mrs. ********************** clearly knew that as we've corresponded via emails. This shows that office depot does not care about customer service and is systemically antisemitic and fraudulent.
2. As you'll see from the photos, the associate clearly botched up the copies on purpose. Allow me to explain: Photo 1 is the original copy the associate made. she is a pro Palestinian supporter and when she saw Jewish and Israel on the document, she purposefully botched it up. Photo 2 shows the second time she printed it while I was in the store and after she was being rude/unprofessional. And after she initially refused to just let me email a new file saying "I'm just trying to save you money." We're talking a $1 difference. She said this in front of customers and I believe was being intentionally Anti semitic. Photo 3 shows the copy that was made at a competitor store. It used the same exact file as Office depot did. At the very least I should have been refunded the money for their bad job and given an apology, not encountered dismissiveness verbal and physical abuse by the associates and administrators.
3. The fact still remains that the assistant manager pushed me and said "get out of here!" Office depot cannot produce evidence to the contrary.
4. They never addressed the email I wrote them above. This speaks volumes of the antisemitic and bad customer service culture at **********************.
Sincerely,

*****************************
Customer Answer
Date: 05/16/2024
Dear BBB,
This is an email I just received from the ** Executive customer relations, *****. She is apologetic about referring to me as Mrs. ******* of Mr.
This raises a couple of points:
1. Demonstrating that Office Depot's initial investigation was flawed

2. Showing that their apology acknowledges their mistake and lack of proper knowledge of the case.

3. Raising legitimate questions about the thoroughness of their investigation and their dismissive attitude to the complaint

Business Response
Date: 05/16/2024
Dear BBB,

Thank you for alerting us to ********************** rejection. I have personally reached out to apologize directly to the customer. I take full responsibility for the mistake and want to assure you that it was not intentional. When it comes to the other bullet points, they have been previously addressed.
Sincerely,
*************************
Executive Customer Relations
**********************
Case 240514-009542

Customer Answer
Date: 05/16/2024

Complaint: 21609983

I am rejecting this response because:
Dear Better Business Bureau,

I acknowledge receipt of Office Depot's response, which includes an apology for incorrectly addressing me as 'Mrs.' ***** I appreciate this acknowledgement, it is essential to emphasize that this error is merely a tangential aspect of the broader issues that form the basis of my complaint.
My initial filing with the BBB concerned the egregious customer service and discourteous behavior exhibited by Office Depot's representatives. Despite their purported investigation, Office Depot has failed to substantively address these core allegations or provide credible evidence to support their claims.

Furthermore, their continued reference to me as 'Mrs.' in their response, demonstrates a lack of attention to detail and a failure to thoroughly investigate this matter. This oversight raises serious questions about the rigor and integrity of their investigation and their commitment to understanding the issues at hand.

I must emphasize that I have no vested interest in pursuing this matter if it were not of the utmost importance to me and my community. The fact that I am not seeking monetary compensation, but rather a genuine apology and accountability, speaks to the sincerity of my concerns. It is perplexing that Office Depot would allow their pride and ego to obstruct a meaningful resolution, rather than acknowledging their mistakes and committing to improved service.

Throughout this process, I have been subjected to dismissive and disrespectful treatment, which has only served to exacerbate the initial harm. In light of these circumstances, I reiterate my request for a sincere and formal apology from Office Depot, acknowledging their failures in customer service and accountability for their actions.

Thank you for your attention to this matter.

Sincerely,
*****************************
Initial Complaint
Date:04/17/2024
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.
On March 11, 2024, I visited the Office Max store in ******, ** and purchased a 2-drawer metal filing cabinet for $162.89. A tall, middle aged man helped me. Based on remarks with another employee, he may have been a manager from another store. This man assured me the filing cabinet would be delivered free of charge to my house the following day. Attached is my receipt which states, "Arrival by: tomorrow, March 12 and has my order #*********-001. I was told the filing cabinet would be delivered between 8:30 am and 5:00 pm by a third party delivery *** and to call Office Max customer service at ************ if I had questions about a firmer delivery time. Today, March 12, around noon, I called the customer service number and asked if they could give me a time window when the merchandise would be delivered. I was told they could not do that, but that it would be delivered by 5:00 pm. At approximately 4:00 pm I called them again, asked the same question, and was told the same thing. At 5:10 pm I called the Office Max store where I bought the filing cabinet and said it had not been delivered by 5:00 pm as promised. I spoke to a man named "C" who said he would try and contact a manager and would call me back. "C" called me back about 20 minutes later. He told me all he could determine was that the order was a drop shipment which meant it was being delivered by a wholesaler and that Office Max had no idea when the merchandise would be available for shipment, let alone when it would be delivered to me. "C" told me it could be several days before it is delivered. Apparently, I had been lied to. I spent 9 hours waiting for merchandise Office Max should have known, and had every opportunity and ability to learn, would not be delivered to me as promised.
Business Response
Date: 04/19/2024
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 $162.89 has been issued back to the customer's original method of payment. The customer has confirmed receipt of this refund. 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 # ******-003168
Initial Complaint
Date:04/15/2024
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.
Because of Office Depot's incorrect description of the product, I purchased seven negative films from Office Max on March 28, 2024 (order number 357493691-001). When I received the wrong product and realized the company's error in describing the product on the website, I attempted to contact customer service and decided to return the items. The first agent helped me to go through the process. However, returning the items has wasted too much of my time. The Pickup - Estimated Date was scheduled for April 10, 2024, from 8:30 AM to 5:00 PM. I had to cancel all my arrangements last Wednesday and wait for the scheduled pickup. However, they did not show up. Later, I contacted customer service again, and they promised to email me updates within 24 hours and complete the refund process for me without any returns (reference # ********). However, until now, I have not received any updates about the refund. I do not want to waste any more of my energy on this matter, as patience has its limits. I need them to take responsibility for the company's continuous mistakes and complete the refund process for me.
Business Response
Date: 04/19/2024
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 $83.08 has been issued back to the customer's original method of payment. We have advised the customer to allow 3-5 business days for this credit 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 # ******-000540

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Office Depot, Inc. is BBB Accredited.