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

596 total complaints in the last 3 years.
136 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:04/11/2023
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.
I am a loyal Office Depot customer mainly because I try to support business nearby where I live. The corporate office is less than 10 minutes from me so I support them as much as possible. With that being said I have NEVER received such horrible, unprofessional customer service. I have NEVER had so many supervisors take ownership of a case/issues only to "blow me off" and make me start the **************** with another supervisor. I purchased a computer online and have been owed $75 by mail check since February 18th. Here we are around 8 weeks later and I still have NOT received my money. Additionally the computer has had issues which another Supervisor by the name of *** had set up a return for me. However the return would be a major inconvenience because I would have to receive some of the money back to my credit card and a good amount of it by mail check yet again. I have no faith in Office Depot's mail checks because I have still NOT received my money yet with this method. I have spent hours upon hours upon hours on the phone wasting my time dealing with so many supervisors and each and every one has dropped the ball. From ***************************, to ******, to *******, to ******* they all promised me to find out where my mail check is and the last 3 promised additionally to call the stores in my area and ask them to allow me to do the computer exchange in the store so I wouldnt have to wait for more mail checks in the future. ******* was also allowing me to have the upgraded computer of this model because of all the trouble I have been through. However each and every one of these supervisors never called me back. Despite my telling them how I was blown off by the previous supervisor and their telling me they would definitely call me back the same day they all decided to ignore their customer. How can a company stay in business with a customer service team like this? This is management! I even called *************************** at corporate 2x and have NOT received a call back yet.
Business Response
Date: 04/25/2023
Dear BBB,
Thank you for forwarding our customers complaint. I received our customer's complaint via direct contact to Office Depot at the same time he posted their complaint on the BBB site. I've attempted to resolve this issue with ************** with no clear resolution. After our conversation on 4/20/2023 about the desktop that he has. And the upgrade we offered. Which he declines because we are not going to add an extra hard drive to a new upgrade desktop. Which he said the desktop he has is defective. Since the model he has is longer in stock.
I offered to work with ************ at his local Office Depot store, to see if they can repair the defective desktop he has. And it will be based on the cost if it is reasonable to repair. At this point, he have received an egift card in the amount of $398.24 and we offered to take $189.00 off the price of the upgrade desktop. I advised him to let me know if this is an option for him. His reply, why can you just add the extra hard drive in the new upgrade desktop. The upgrade item ******* is a better desktop compared the one he has ******* which is defective. If he is not willing to accept the upgrade without the extra hard driver being installed. We will process a return for the defective desk top.
Sincerely,
*************************;
Executive Customer Relations
**********************
Case 230411-019058& 230419-000399
Initial Complaint
Date:04/11/2023
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 a Serta chair for $400 at Office Depot on December 24, 2022. It was assembled by Office depot as well.In February, less than 60 days later the chair started squeaking. I contacted the True innovations (the company that handles any warranty issues *********************************************** even going into detail about the issue they informed that the part was back ordered and I could expect to get it in **** weeks.That is unacceptable and the problem has gotten much worse since. It even sounds like this is a manufacturing problem and the product should be recalled and or replaced.the product is the Serta Sittrue Belterra model #*****-VN/1709724.I love the chair but this has gone too far Office depot order number 280199288-001
Business Response
Date: 04/12/2023
Dear BBB,
Thank you for forwarding our customers complaint. I've placed a new order at no charge to have a new chair shipped to customer at the address he provided on this complaint. I also emailed the customer the order confirmation and advised him.

Sincerely,
***********************
Executive Customer Relations
**********************
Case # 230411-018963
Initial Complaint
Date:04/11/2023
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.
I ordered over $1100 worth of matching office furniture which included two pieces (a stationary desk and an adjustable height desk). The stationary desk was delivered in good order. The adjustable height desk was delivered incorrectly twice. The first time only part of the desk arrived and instead of sending the second box which contained the desk legs, they cancelled my order and reordered a new desk. In the process, they ordered the new desk without my coupons, which had since expired, and the non-sale price (the sale price expired). They tried to discount the new order, but did not consider the original sale price. Also, after receiving the new order confirmation via email, which appeared to be correct, I waited for the new delivery. When the new delivery arrived, it was a completely different model of desk (not even adjustable height type). Keep in mind, I have contacted customer service around 5 times by now. Upon letting them know that the latest delivery was wrong, they again cancelled my order. And I don't even know if they reordered another desk. I only received confirmation that they cancelled the last order. Meanwhile the charges for both orders are still on my credit card. I don't understand why they need to keep charging my credit card and I have to wait for cancellations to come through my CC bill. I am so frustrated because if i can't get the right piece of matching furniture, the one i did receive is of no value to me and i will need to return. I just need a manager to take the lead on getting this straitened out. My original order was on 3/25/2023.
Business Response
Date: 04/21/2023
Dear BBB,
Thank you for bringing Mr. ******* concern to our attention. I have been in direct contact with the customer and can confirm his satisfaction with our resolution.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 230411-011376
Customer Answer
Date: 04/21/2023

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:04/10/2023
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.
I purchased a box of Kit Kats and Bueno bars online for Easter. The package was delivered and the candy bars were broken. I contacted Office Depot and was sent via email a return shipping label from a lady by the name of *******. I returned the package and never received a refund. I called customer service and they put me on hold and then transfer me to different departments but no one is able to resolve my issue. I have also emailed ******* 7 times but she will not respond to my emails. Tracking for return 1z3y17979009866620
Business Response
Date: 04/10/2023
Dear BBB,
Thank you for forwarding our customers complaint. A new credit for $115.78 was issued and released today. I emailed customer and advised to allow 3-5 days
for the credit to be posted. Credit order # *********-001

Sincerely,
***********************
Executive Customer Relations
**********************
Case # 230410-009164
Initial Complaint
Date:04/06/2023
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.
We place orders for various office supplies, including cases of 10-***** of copy paper online at www.officedepot.com. The past several orders arrived in very damaged condition (see pictures). We order 5 cases at a time. We've requested one return, so far, and one order *** refused to deliver due to the amount of damage. The inner paper ***** are wrapped in paper wraping, but are often torn, as well (see pictures). Office Depot makes it very difficult to report an issue beyond a simple return. If you call their customer service number, *************, you will wait forever for someone to answer, and when they do, they can help you with a return, but do not have the authority or ability to address the root issue. Live chat is useless. Our most recent order, Order #********* on 3/29/2023, came with the broken lids taped shut. It looks as if they took some damaged returned items, taped them shut, and then re-issued them.
Business Response
Date: 04/12/2023
Dear BBB,
Thank you for forwarding our customers complaint. The customer was fully refunded $42.19 for one case of paper. The customer also
received a gift card for $40.00. This resolved the issue for customer.

Sincerely,
*******************
Executive Customer Relations
**********************
Case 230410-006178
Initial Complaint
Date:04/05/2023
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 called on 3/31 to the print desk to ask the charge for scanning docs. I was told it would be a $**** charge for using a rep at the print desk. When I went there on 4/3, a manger (*******************) took my medical records to scan on to two flash drives I was also purchasing from OD. . He took the docs and the two flash drives never saying anything about a per page cost. Five minutes later when he had completed the scan, he gave a receipt to the lady at the register who proceeded to charge me .25 pp for a total of ******. I said, no mame that isnt right. **************** was still standing there listening and I explained that I had called and was told it would be ****. He again said it was .25 pp. I said that he did not say that when he took the document from me and, I could have used the self serve machine and just copied on paper for much less than that. He didnt say anything. I should have just handed back the flash drives and walked out but I was nice and paid it. I did tell them that I wanted the corporate number that I was going to call and complain and I did when I got back to my car. I was on the phone for over 30 min. I was told I would get a call within 48 hrs but I did not. I called back this morning and went through the story again. I told the guy (****) that I have spent thousands of dollars in OD ********** over the past 5 yrs and that I was extremely upset. I told him I would cal BBB if someone did not call me back to give some satisfaction over this, and I did. It was then I learned that the headquarters over Office Depot in ********** is in ********** **. I called ********** and spoke to someone again telling them what had happened. I was told someone would call me back but I am doubtful that is why I am following up with this BBB complaint. Like I said, I have spent much money at OD **********, they call me by name when I go in but this is wrong and I feel taken advantage of. You can check my rewards number and see my OD history with ************.MS
Business Response
Date: 04/14/2023
Dear BBB,
Thank you for forwarding our customer complaint. ******************* store manager had a conversation with *************** this morning concerning her issue with her charge. She will be going in today 4/14/2023 to see him for a full refund. He aslo had the conversation about self service pricing and full-service pricing. He will reiterate it again when she gets there to see him. She also emailed me thanking for my assitance with this matter. She stated frankly I did not believe my complaint would get anywhere so for that, she apologize for her skepticism.

We feel this customers issue has been resolved.
Sincerely,
*************************;
Executive Customer Relations
**********************
Case 230405-019222
Initial Complaint
Date:04/05/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a filing cabinet on 12/24/22, order # *********-001. I emailed Office Depot on Monday, Jan 16, 2023. I never received a response, email, nothing. Below is what I put in my email!I was very disheartened that I'm a regular customer and spend a considerable amount at OD, by choice, to find out they would price match this very expensive filing cabinet. Like they have always done. On top of that, I proceed because I'm so desperate for it. I receive it and pay someone to move it into my home and unpack it and put the file things in placer to realize that two of the three drawers are warped/bent. My paid help tried to bend them back the best he could but my files keep falling off of them due to this issue. I wish I had noticed this before utilizing the one good drawer and paying for help since I'm handicapped currently. I would think these type of large purchase items are factory checked before being boxed up and shipped to customers. I am unable to pack this up, move it, ship it, etc, considering my current condition. Please advise how you can help me get this issue fixed and resolved, as I've been impatiently waiting for months for a reply from OD.
Business Response
Date: 04/06/2023
Dear BBB,
Thank you for forwarding our customers complaint. The cabinet has no warranty and I went ahead and issued customer full refund via check in the mail. I advised customer to allow **** days to receive the check and she will not be required to return the item.

Sincerely,
***********************
Executive Customer Relations
**********************
Case # 230405-009371
Customer Answer
Date: 04/06/2023

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:04/04/2023
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 a computer for work at a call center on 5/23/21 using a debit card and cash. The computer did not meet the requirements, so I returned it and purchased another computer on 5/28/21. The computer is not working, so I contacted Office Depot claim center and I spoke with several people there. They provided me with a receipt for the 5/28/21, the receipt was not itemized, and it did not have a receipt number. They also provided me with a wrong receipt. I sent them my bank statement and they have not responded to my requests. They keep giving me the run around about this.
Business Response
Date: 04/12/2023
Dear BBB,
Weve attempted to reach out to *********** so we can resolve his issue. We'll be happy to assist him but require further information. I'm unable to locate the transaction of the computer with the attached statement. If he would be so kind to provide the store location and the amount of the purchases and date.

We look forward to working with him on a satisfactory resolution to your issue.
*************************;
Executive Customer Relations
**********************
Case 230405-004826
Initial Complaint
Date:03/31/2023
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 have been bringing my empty printer ink cartridges to Office Depot for years to be recycled believing I was being credited towards other purchases. The last recycling drop off I questioned the associate as to why I havent received any discounts on purchases or received any notices of my recycling credits Ive accumulated. She responded that info would be found on their website. When I went to Office Depots website, I found 0 records of countless ink cartridge Ive recycled. So I contacted Office Depot customer service who told me of a condition to receiving the credit for recyclables - a condition I was NEVER made aware of, a condition that is not posted with signage at the recycle desk, nor was informed by the associate at the recycling **** responsible for taking my ink cartridges. Even when I questioned why I hadnt seen or received any discounts, that was an opportunity for the associate to share their condition. When I contacted corporate, I was basically called a liar by the rewards person I spoke to stating there is no record of any previous recycled cartridges and that the associates remind every customer of their condition. Of course they will say this as opposed to admitting they have intentionally robbed me of the credit due me for all those expensive printer ink cartridges I brought to them to recycle. If Ive be a given a receipt for the cartridges I bring in, then they must also have a record - but they say they dont. As I made clear to corporate rewards associate, there is a HUGE problem as they are not being informative to their customers which is in essence misleading and deceitful. I am sure I am not the only one who was unaware of any recycling condition. They must change this practice to assure each customer bringing their recyclables in to be told verbally AND with sign postage of Office Depots conditions. The associates knew the Office Depot conditions & also knew I was there solely to recycle my cartridges yet said nothing.
Business Response
Date: 04/07/2023
Dear BBB,
Thank you for forwarding our customers complaint. I have contacted the customer and addressed her concerns. Term and condition are located on the customers account. We gave the customer $24 in Rewards as a one-time accommodation for recycled cartridges. Customer has my direct contact information if further concerns arise.
Sincerely,
*******************
Executive Customer Relations
**********************
Case #******-016761
Customer Answer
Date: 04/10/2023

Complaint: 19881184

I am rejecting this response because:
That, which I am being credited for, was my last recycle which initially was not credited to my account. I accept this credit however I have made numerous ink recycling drops to Office Depot and none have been noted in my account

Sincerely,

*****************
Business Response
Date: 04/18/2023
Dear BBB,
Thank you for forwarding our customers complaint. I have communicated to the customer that we are unable to find any additional documentation that recycling took place, and customer was already issued an OTA for 24 on 3/31. Also,as per our terms and conditions, members must make a qualifying purchase of $10 or more in which to be eligible for recycling rewards. There are no purchases in customers account.
Sincerely,
*******************
Executive Customer Relations
**********************
Case #******-009382
Customer Answer
Date: 04/19/2023

Complaint: 19881184

I am rejecting this response because:I was not aware of this policy and when I inquired, the cashier whom I was inquiring as to all my previous recycling drops and also knew I was not purchasing should have stated this policy rather than simply direct me to check my online account.

Sincerely,

*****************
Initial Complaint
Date:03/30/2023
Type:Sales and Advertising 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 have a business membership with Office Depot/Office Max. I always use my membership to obtain my rewards when I make purchases either online or in the store. For the last several purchases I have made, I don't receive all of the rewards. So when I purchase ink, I try to get it during the current promo of 20% back in rewards. The last purchase I made was on 03/22/2023 when the promotion was running for 20%-but looking at my rewards detail, it shows that I'm only going to get 5% of my rewards.I currently have an order that was picked up in February showing in my Open Orders-Which means until Office Max decides to close that order, I won't be getting my rewards.I have called Office Max customer support and rewards support, because this isn't the first time this has happened this year. I was told that I would get the ***** in rewards credited to my account, but of course, this didn't happen.I understand mistakes happen, but this is becoming a reoccurring problem and nothing is being done. If I make the purchase that qualifies for the promotions, I should get the promotions. I'm not asking for the world, I just want the rewards that I have earned. I'm a small business so those rewards come in handy when it comes to office supplies
Business Response
Date: 04/06/2023
Dear BBB,
Thank you for forwarding our customers complaint. ******** have a VIP Business Rewards account with Office Depot. I've advised her that she not eligible to combine certain coupon promotions. We have exclusion on all coupons. Looking into her order history the coupon was not entered on her orders. Advise her to please read the coupon before adding on to her order. To see if it qualifies. VIP member is getting items at a discounted price exclusively just for their Reward account. Not just in a weekly basis as part of the Terms and Condition of the Rewards program.
As a gesture of Customer Service, I've processed manually Reward for $80.00 back in Rewards. This Rewards will be accessible within 5 business days, she will receive a notification via email when her rewards are available online. After the email is received, she can log into her account to retrieve the rewards.
We consider this case closed.
Sincerely,
*************************;
Executive Customer Relations
**********************
Case 230330-010527
Customer Answer
Date: 04/06/2023

Complaint: 19874654

I am rejecting this response because: I'm being told that I didn't attached the Coupon for the 20% back in rewards for ink. When it's never been that way. When you purchase ink during the promo, Office max system automatically added promo/coupon code to the shopping cart. Once that is done, it blocks all other promo's to be added. And it's nearly impossible to add coupons at checkout, because Office Max's system is set up to add the promo codes. The only time I have been able to add a coupon is the 20% off reg. priced purchase, which is a useless coupon most of the time. So blaming me is just ridiculous, and then saying telling me that even though, I didn't add the promo/coupon code, they will give me ***** in rewards. I called several times to customer service and not once was that reason ever provided. And I can even show that with the most recent promo going on right now, that the ink promo was automatically added. See the screenshots-And By the way, ,It still showing in the system that I have an order that is showing open, even though I have pick up the order.
I understand that Office Max is a big company, and mistakes happen. But pushing the blame on me, and then giving me rewards for only *****, when I'm out so much more, including the time for the phone calls and fill out complaint forms. I can see from the response from the previous rep, shows that Office Max, really doesn't need me as a customer. Even though, I have always treated their staff in the stores and customer service reps with the upmost respect. I'm not asking for large gift cards or the red carpet be put out when I come into the store. I just wanted the rewards that I was suppose to get and an apology. But somehow, I can't even get that.

Sincerely,

******************************************
Business Response
Date: 04/12/2023
Dear BBB
I apologize to ******** for the problems that you have experienced. It is never our intention to disappoint any of our customers. I'm not here to point finger at who is correct. I attached copy of the invertisment she sent to you all regard to not adding the coupon code. She may have overlooked it, but it's there.
My calculation was off with coupon code ******** is limited to $150.00 per week Back in Rewards. Based on her purchases through the promotion 1/2023-4/29/2023. The correct amount should have been $312.00 minus the $80.00 I've already added, the balance is $235.00 Back in Rewards. I'm rounding it off to $250.00.
The Rewards will be accessible within 5 business days, She will receive a notification via email when her rewards are available online. After the email is received, please log into she account to retrieve your rewards.
We feel this customers issue has been resolved.

Sincerely,

*************************;
Executive Customer Relations
**********************
Case 230406-013584

Customer Answer
Date: 04/17/2023

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.