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

599 total complaints in the last 3 years.
139 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:05/09/2023
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.
Hello, I purchased a order for pickup. It is **** miles there so I drove over 100 miles round trip. I have contacted customer service. They have hung up on me 4 times. I called from a different number than my primary number that is **********. My primary number is **********. It is terrible that they will not help me. I received this product and it is damaged. The box was perfect. There are areas where the black paint is damaged all over and they wont come off. The lock does not work on the product. It comes open with one simple tug. That defeats the purpose of having a file cabinet with a lock. I am very dissatisfied with the inconvenience this has had. They then mentioned on the phone that someone could come pick it up. And I said thats fine as long as you give me a new one that is already assembled as I had to put parts of this together. They would not do that. Then they said that they weren't able to pick it up anymore after offering that to me. Every time I called and asked for a manager. 3 times somehow the call ended. I think this is terrible to make a customer drive that far again. The product is damaged and I didn't purchase a used broken product. I then put in 4 files and the drawer fell in. Not fair with the rate of how bad the customer service is I am very dissatisfied and this highly inconvenienced me. If I didn't need it today I wouldn't have drove there and I would have had it shipped. But I needed a quality new product. Granted this product was $110 you would think it would be a quality product. I have attached photos of the product as well when it was taken out of the box.
Business Response
Date: 05/15/2023
Dear BBB,
Thank you for forwarding our customers complaint. I have contacted the customer and addressed issue. Customer received replacement cabinet. I sent the customer sent an $25 e-gif card for the inconvenience. This resolved the issue for customer.

Sincerely,
*******************
Executive Customer Relations
**********************
Case 230509-018321
Customer Answer
Date: 05/15/2023

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:05/06/2023
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.
Purchased a Western Digital hard drive (HDD) on 1/27/22. Serial no ************. I started to install the hard drive in March of that year and received an input/output error message. I thought that *************** had a three year warranty.I recently started to make a claim for a replacement and noticed that the hard drive was manufactured on November 30, 2013. I also got a message from WD that the warranty expired on February 11, 2019.My complaint lies in the fact that Office Depot sold as new a product that was manufactured nine years prior and whose manufacturers warranty expired three years before I purchased the item. I believe that the ******** **** Warranty Act covers this issue. I have the receipt taken from an **************** statement and a screen grab from Western Digital. I also have the hard drive available for testing.
Business Response
Date: 05/08/2023
Dear BBB,
Thank you for forwarding our customers complaint. I spoke with the customer and will have a check for full refund of $85.59 mailed out and customer and he accepted this outcome.

Sincerely,
***********************
Executive Customer Relations
**********************
Case # 230507-000054
Customer Answer
Date: 05/08/2023

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:05/01/2023
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.
02/07/2022 purchased office furniture and delivered.$25 gas card was promised on the order and the delivery details mentioned shipped in March 2023.Waited till April 2023 and Gas card was not received . Received two emails mentioning the issue being escalated and received another email mentioning the gas card will be sent in three days. Ten days have passed and not received.No response from customer service and has been waiting.Need a response room Office Depot.
Business Response
Date: 05/05/2023
Dear BBB,
Thank you for forwarding our customer complaint. We emailed ***************** with a heartfelt apology and addition; ******* card reward was emailed to him on 4.21.23 - he opened it but did not complete the registration process. We had it resent from the award company - Advise him to look for an email from ******************************.
We feel this customers issue has been resolved.
Sincerely,
*************************;
Executive Customer Relations
**********************
Case 230502-000321
Initial Complaint
Date:04/28/2023
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.
Over a year and a half ago, I bought a new computer from them. I got tech service. I cancelled the tech service in Jan. 2022. In December they took $120.99 for the tech service and I called the store and they told me to call the main office. I have been on the phone and off the phone with them. I talked to a rep and he had no request on file for a refund. I know there was and I talked to half a dozen people there about it. I called the store and they said I have to deal with the corporate office. I would like my refund.
Business Response
Date: 05/15/2023
Dear BBB,
Thank you for forwarding our customers complaint. I have contacted customer and addressed the issue.The customer was fully refunded for ************ for $129.99. This resolved the issue for customer.

Sincerely,
*******************
Executive Customer Relations
**********************
Case 230511-001578
Customer Answer
Date: 05/18/2023

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:04/25/2023
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 made a purchase on March 13, 2022. The item never arrived. I contact Office Depot for a refund and was told a refund would be processed. That was on March 28, 2022.Nearly a month later, my refund of $21.91 has yet to arrive as I was told it would. Office Depot continues to tell me that a refund check was mailed to me, and that because of their processes, once the check is placed in the mail, it can take 3 to 4 weeks to receive it. Keep in mind that initially, I was told that it would take up to 21 days to receive a refund check. Now, as of my last contact a few days ago, I was told that Office Depots procedures state that it could take 3 to 4 weeks to receive a refund once the check is actually mailed out.Im interested in getting a better understanding of how Office Depots procedures can affect the speed of delivery of the ************* ************** since they continue to reiterate that their procedures ********** will take 3 to 4 weeks to receive my refund AFTER the check is placed in the mail.
Business Response
Date: 04/26/2023
Dear BBB,
Thank you for forwarding our customers complaint. I was able to confirm with the check refund team the customer refund check was mailed out on 4-21-23 and customer will get and is willing to wait. I also issued customer a $35.00 gift card for delay accommodations.

Sincerely,
***********************
Executive Customer Relations
**********************
Case # 230426-000384

Customer Answer
Date: 04/26/2023

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:04/23/2023
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 H&R Block tax program online. When I clicked to order, the web page stated "windows/mac" so I figured I'd have the chance to pick later. I was charged $34.95 and the download began and didn't give me a choice. After communicating with the online help they said they would try to help. The weekend came and I figured out that the download was windows and I need Mac. The correct program was pointed out to me and I downloaded the correct program. Because of the web error the online help said they would refund my $34.95 only later to have someone else came back and deny the refund because it says no refunds for downloads. That is correct that it does say "no refunds" but I figure that applies if everything is done properly on their end of the Office Depot end. I can't locate the web "glitch" that caused this but after the glitch was gone, I ordered the correct download and it worked properly. I also think the computer was at fault because it did NOT charge sales tax on the program I first received but it did charge sales tax on the correct download. Bottom line: The web site was misleading with both windows/mac displayed and didn't give me the choice, the help line said due to the error they would refund the price that doesn't have the sales tax ($34.95) and this is not like Office Depot to treat customers this way. It must be something about their subcontractor and the "no refund" policy. They didn't display the website properly and even though I did see the "no refund for downloads", I don't think in this case they are being fair. After all I didn't do my taxes with the program in question. I did them on the HRBlock program that I paid for with the sales tax, the second program downloaded.Thanks *****************************
Business Response
Date: 04/27/2023
Dear BBB,
Thank you for forwarding our customers complaint. I have contacted the customer and addressed his concerns. The customer received $35 gift certificate. Customer has my contact information for further assistance.

Sincerely,
*******************
Executive Customer Relations
**********************
Case 230424-000224
Customer Answer
Date: 04/27/2023

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:04/22/2023
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 am not happy about the service I have received. First of all my item was received damaged as pictured in the attached photos This has been a huge inconvenience and the customer service has been horrible from ********************** regarding this matter with such a well known company is very disappointing. First of all when reporting the damage the delay in getting answers is very frustrating in a matter. Only one end of the box was opened in the beginning to examine the product and was obviously damaged. The box then sat in the way while waiting for a reply. I eventually received a reply that I needed to take the items completely out of the box and examine all of the items. Only three pieces were not damaged. I sent pictures and the item identification of each damaged piece. I finally then received an email explaining that the item is no longer available and I will get a refund after the damaged item is shipped back. THE *** WAS RUINED. I explained this in an email and requested a new box, even though there is no way I will be able to put the pieces back in a box correctly. I never received a reply regarding this and then today I received an email saying the item would be picked up in the next 48 hours. I replied to the shipping email that a box would need to be provided and received a reply that they would be unable to pick the item up and would notify Office Depot. I contacted Office Depot with my frustration about this matter explaining again that they would need to provide a box and received a reply almost word for word that they would have the item picked up for return and I would receive a credit of the cost of the item not including the additional warranty and needed to have it boxed and labeled for the shipping company. It has been a month. I am awaiting a better solution than includes not only a refund of the item but a refund of the additional warranty which is useless without the item.
Business Response
Date: 04/25/2023
Dear BBB,
Thank you for forwarding our customers complaint. The customer was fully refunded for furniture. The customer also received a gift card for *********** resolved the issue for customer.

Sincerely,
*******************
Executive Customer Relations
**********************
Case 230422-003831
Customer Answer
Date: 04/25/2023

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.

They contacted me shortly after coming here and have worked to find a resolution for this matter. They are mailing the refund and also added a gift card for the trouble. Thank you for the resolution.
Sincerely,

***************************
Initial Complaint
Date:04/21/2023
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.
We bought specialty paper and colored envelopes to make invitations for a retirement party. We did not need a pkg of envelopes ($14.79). I took the unopened envelopes and recipe back to the West ********* store and asked for a refund. The clerk/manager, *******************************, refused a cash refund ( the original purchase was with a cash check 14 days earlier). The clerk refused refund of cash and just offered a store credit. I did not want the creditforcing another sale. I have checked the bank and Office Depot cashed and cleared the check on April 10, ****** days ago. I see no reason for the refund to be refused and want the money returned!Thank you
Business Response
Date: 04/24/2023

Dear BBB,
Thank you for forwarding our customers complaint. I spoke with the customer and issued a check for $14.76 and she accepted. This resolves the issue

Sincerely,
***********************
Executive Customer Relations
**********************
Case # 230422-000204
Initial Complaint
Date:04/20/2023
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.
April 10, 2023 I purchased a toner cartridge online for ******. I was given a previous amount of ****** and so I purchased a **** gift card for the purchase. Of course it wasn't going to go through.I called them and spoke with a supervisor and they promised they would return the money. THEY did not.I have waited for seven days and I keep getting the runaround. They tell me to wait until the end of the day and it will be refunded. It still has not. They won't help me. They keep telling me they will look into and contact me. They do not and have not.I am still waiting on ****** to be returned.
Business Response
Date: 04/28/2023
Dear BBB,
Thank you for forwarding our customers complaint. I have contacted the customer and addressed her concerns. The customer also accepted a gift card for $30.00 for inconvenience. This resolved the issue for customer.

Sincerely,
*******************
Executive Customer Relations
**********************
Case 230420-012221
Initial Complaint
Date:04/18/2023
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.
Really disgusting and disappointing experience, hostile customer service at your *************************************************************** store. I decided to try an online order with what was supposed to be quick & convenient store pick up. I went to this store to pick up a hard drive, Order #*********-001. The email with the instructions stated to go there find it, pick up and go. I found it, picked it up and was on my way then one of your customer service associates named ******* grabbed it from my hand and asked for a picture id, I replied that that wasn't stated anywhere. I then showed her a credit card with my name on it and my online receipt, she didn't look at it or care, but kept saying that it's an expensive item (only $50) and in the future I needed to make sure I had picture id in a condescending tone. I replied, ok, return the item then and give me a receipt, she then got even more hostile and just walked away and handed it to another associate. Last thing I told her is that she needed to listen to customers instead of lecture and argue, I didn't pay for that or have time for it. She replied "a customer is not always right", even though I was. How does your store hire hostile employees completely out of touch with policies. This was the first and last time I try the online order & store pick up. Just a poor reflection on the company.
Business Response
Date: 04/27/2023
Dear BBB,
Weve attempted to reach out to ****************** so we can resolve his issue. The Store Manager has also reached out to him, with no response. Regards to the incident he has coached his staff on how to handle this type of situations in the future. We'll be happy to assist him but require further information.

We look forward to working with him on a satisfactory resolution to his issue.
Sincerely,
*************************;
Executive Customer Relations
**********************
Case 230419-000399
Customer Answer
Date: 04/27/2023

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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Office Depot, Inc. is BBB Accredited.