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

597 total complaints in the last 3 years.
136 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:02/20/2023
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.
Purchased a paper shredder on January 21,2023. I went into the store today (2/20/23) to return the paper shredder but was told there is a 14 day return policy on technology products. I was not aware that paper shredders are technology items. My perception of technology is computer related items. Paper shredder is office supply product. There are no signs in the store stating that paper shredder are technology items. It should have been made clear that shredders are technology items and not office supply items. There is a 90 day return policy on office supply items. The package has never been opened. I am returning the item because I found a better alternative, at a lower price elsewhere. I would like to full refund and not a store credit.
Business Response
Date: 02/24/2023
Dear BBB,

Thank you for forwarding our customers complaint. At this time, the customer has been refunded.

Sincerely,
*************************

Executive Customer Relations
********************
Case # ******-014524
Customer Answer
Date: 02/24/2023

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. A refund was issued to me. Thank you for your assistance with this matter.

Sincerely,

***************************
Initial Complaint
Date:02/20/2023
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 purchased an order from Office depot online on November 24, 2022 - order # *********-001 that will have an $25 prepaid virtual **** card electronically delivered to me.On December 15, 2022, I received an email that the "virtual card" is shipped to me.After waiting for it for a while, I didn't receive any email or update. As of now, the order status still showing as "Shipped". I contacted Office depot about this issue on 2/3/2023 and they told me that I need to contact redeemyouroffers.com about the status. On 2/11/2023, this is their response "Thank you for sending this to me. Per the terms and conditions of the promotion you need to redeem the code via the redemption email within ******************************************* the screen shot below you will see the the award email was sent to you on 12.2.22 which means you needed to confirm your award by 1.1.23. The award is expired and their code is no longer valid. Please let me know if you have any questions ."I have never received anything in order to confirm it by 1/1/2023. I have tried to follow up and they have not responded. Officedepot did not help.Thanks,Son ****
Business Response
Date: 02/27/2023
Dear BBB,
Thank you for forwarding our customers complaint. The customer was fully refunded $25 for the gift card. The customer also received a gift card for $25.00. This resolved the issue for customer.

Sincerely,
*******************
Executive Customer Relations
**********************
*************
Customer Answer
Date: 02/27/2023

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,

Son ****
Initial Complaint
Date:02/18/2023
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.
On 2/10/23 I ordered the following: HP EliteBook 830 G5 Refurbished Laptop, **** Touch ******* ***** Core i5, 8GB Memory, 256GB Solid ************************************ for $276.91. on 2/17/23 I received a laptop that was not touchscreen although the laptop has popup windows stating that my laptop was touchscreen. This morning I contacted customer service and was told the following by ******: "I am really sorry, I have checked your item and I could see that item does not have touchscreen option from our end. And also I can see that our website was updated wrongly from our end. Please do accept our sincere apologies"
Business Response
Date: 02/22/2023
Dear BBB:
Thank you for forwarding our customer complaint. We emailed the customer with a heartfelt apology and addition; Our merchandise team confirms that it was was an error on the site and the Laptop was not touch screen. A return was processed for the Laptop. As a gesture of ***************** I have requested a ***************************** e-gift card be sent to ********************** inbox.
We feel this customers issue has been resolved.

Sincerely,
*************************;
Executive Customer Relations
**********************
Case 230218-002752
Customer Answer
Date: 02/22/2023

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.
It appears that the website has been updated as well. I appreciate that.
Sincerely,

******************************* Iii
Initial Complaint
Date:02/16/2023
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.
Date of transaction: Online purchase made on 11/24/2022.Money paid to the business: $113.99 plus tax.What the business committed to provide you: Free gift of $20 Prepaid ************ with $100 purchase. Refer to attached "Order Confirmation - Multiple Orders" email.What the nature of dispute is: I did not receive the $20 Prepaid ************ that was promised after I made the $113.99 purchase.Whether or not the business has tried to resolve the problem: No.On 12/05/2022, I received an email notifying me that my $20 prepaid virtual **** card had been shipped and the estimated delivery date is 12/23/2022 (Refer to attached "Shipment Confirmation #*********-001" email).When I tracked the order, it stated it was shipped (Refer to attached "Office Depot-Order Details"). It is a virtual **** card. It could only be sent electronically. Once an egift card is sent, the recipient would receive it in minutes. But I never received it. On 01/17/2023, I called Office Depot customer service inquiring about my $20 **** card. On 01/22/2023, I received an email from Office Depot and they denied the prepaid virtual **** with bogus reason (Refer to attached "Office Depot_ETA_Order#*********" email). The email doesn't have "screen shot" attached and I had never received any "redemption email" as the email describes. The wording in the email simply did not make sense. Besides, there were not any terms and conditions mentioned in their emails or on their website stating the prepaid virtual **** gift card needed to be redeemed. I replied to their email (Refer to attached "Re Office Depot_ETA_Order#*********" email) right away but Office Depot never responded.It is obvious to me that they used free gift with purchase as bait to lure customers to make purchase then deny the free gift using bogus reasons. This irresponsible and unethical business practice should be stopped and consumers should be compensated for what they are entitled.
Business Response
Date: 03/02/2023
Dear BBB,

Thank you for forwarding our customers complaint. I am still actively working with our customer towards resolution our customer has my direct contact information.

Sincerely,
*************************

Executive Customer Relations
**********************
*************
Customer Answer
Date: 03/05/2023

Complaint: 19419212

I am rejecting this response because: Office Depot did email me a " Congratulations! You are receiving a Visa® virtual account" email for me to redeem my gift card. I followed the instructions but the activation code did not work. I requested to resend code 6 times but none of the code worked. I am still not getting my gift card. I had emailed to Office Depot's ********************* asking for help. Please see attached file for the email.

Sincerely,

*******************
Business Response
Date: 03/08/2023
Dear BBB,

Thank you for forwarding our customers complaint. At this time, the customer has received their gift card.

Sincerely,
*************************

Executive Customer Relations
**********************
*************
Customer Answer
Date: 03/09/2023

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:02/16/2023
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.
Date of transaction: 11/25/2022. This is an online purchase. Money paid to the business: $113.99 plus tax. What the business committed to provide you: Free gift of a $20 Prepaid ************ with $100 purchase. Please refer to attached copy of order confirmation email. What the nature of dispute is: I did not receive the Prepaid ************ that was promised after I made the purchase. Whether or not the business has tried to resolve the problem: No. On 12/05/2022, I received an email notification that my $20 prepaid virtual **** had been "shipped" (I take it as "processed") and the estimated delivery date is 12/23/2022. Please refer to attached copy of shipment confirmation email. When I tracked the order, it stated it was shipped. Please refer to attached copy of Order Details_*********-001. Since it is virtual ****, I expect it to arrive via email but it never did. On 01/17/2023, I called Office Depot customer service inquiring about my $20 prepaid ****. On 01/20/2023, I received an email from Office Depot and they denied the prepaid virtual **** with bogus reason. Please refer to attached copy of Office Depot_Return_ #********* email. Office Depot referred my inquiry of the free gift of prepaid virtual **** as return request in the title, which dose not make sense. There is no screen shot in the reply email to show the redemption email as described. And I never received any redemption email at all. There was not any terms and conditions in their emails or on their website stating that the prepaid virtual **** gift card needed to be redeemed and that I would have to expect a redemption email. I replied to their email but never heard from them again. By the generic writing of their reply email, I think Office Depot did this intentionally to cheat and deceive their customers. They use free gift with purchase as bait to lure customers to make purchase then deny the free gift using bogus reasons. This dishonest and unethical business practice should be stopped.
Business Response
Date: 03/02/2023
Dear BBB,

Thank you for forwarding our customers complaint. I am still actively working with our customer towards resolution and the customer has my direct
contact information.

Sincerely,
*************************

Executive Customer Relations
**********************
*************
Customer Answer
Date: 03/03/2023

Complaint: 19419037

I am rejecting this response because: The response from Office Depot merely acknowledged the receipt of my complaint. No resolution has been provided yet.

Sincerely,

Hsinmei **
Business Response
Date: 03/13/2023
Dear BBB,

Thank you for forwarding our customers complaint. I have confirmed that the customer successfully received the gift card.

Sincerely,
*************************

Executive Customer Relations
**********************
*************
Initial Complaint
Date:02/15/2023
Type:Sales and Advertising 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.
So last week, I had purchased 3 separate items from Office Depot's website. It was a Whiteboard, a box of assorted dry erase markers and a pack that had skinny markers, an eraser and the dry erase cleaning solution. So a day went by and I got an email that my billing information was wrong. So I talked to someone about it, and they fixed it. Less than 2 days later I got my Markers and ****** sets. I go back around this past Monday, February 13, and start questioning why I'm still being prompted to update billing information I had already updated. The person on the other end of the line confirmed that my billing information was correct so he said that he'd put an escalation on it. He promised, probably not something he should have done, that I'd get it Tuesday. I coincidentally got a notification from the *** store about a package, but it ended up being something unrelated. I call back to complain and I'm met with rude force. Telling me to calm down when I'm merely upset and it escalated my anger. The automated phone service is also rude and doesn't let me have enough time to locate the info they need. Now I'm trying to get a superior because all they're doing is "escalating" my complaint. I spent almost $1000 on this whiteboard for my home based business and I'm a week overdue on getting it. They practically keep hanging up on me and rerouting me to dead space. I demanded to speak to a manager and I'm sitting on hold to dead silence...this is how Office Depot treats their consumers, well I got to move my business needs elsewhere, this is just ridiculous!
Business Response
Date: 02/21/2023
Dear BBB,
Thank you for bringing ****************** concern to our attention. We have been in direct contact with the customer and have successfully delivered the order. We have also issued a gift card as a customer service gesture.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 230215-014693
Initial Complaint
Date:02/15/2023
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.
Originally Purchased item #*******, ****** Vista Key 48"W Single Pedestal Desk 1/8/23. Item was delivered without any hardware and box in bad shape.(See pics) Reordered the same desk and am trying to return the previous desk. **** was supposed to be returned on 1/30/23. Desk is ready to be picked up, packed and wrapped in plastic. Attached email indicated time of pickup. No one came. I then emailed twice and finally they told me it was to be picked up on 2/10, confirmation #*********. The carrier called on Friday (from Richmond, ************) to say they couldn't do it because of an emergency. Now, the carrier won't even return my calls. Office Depot won't return my calls either. I'm just stunned at this ridiculousness. I would like this desk picked up and refunded my total $363.79. Item was $339, delivery *****, tax *****
Business Response
Date: 02/24/2023
.Dear BBB,
Thank you for forwarding our customers complaint. I have contacted our customer and resolved her concerns. The customer was fully refunded $374.49 for desk. I sent the customer a $40 electronic gift card for the inconvenience along with my contact information.

Sincerely,
*******************
Executive Customer Relations
**********************
*************
Initial Complaint
Date:02/12/2023
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 had a computer desk that was purchased from the store in *******, ** at the ************ location. When I called, I was told that I could be given a gift card. My friend and I took it in and they gave me a hard time and told me to go back and look for the paperwork. It was odd since that had me leave the desk there and gave me a claim ticket that he wrote out which did not make any sense. To this day, I have not received a gift card nor a refund, they kept the desk which is now being advertised for ****** from ******. This is not fair that they kept the merchandise that was paid for that I owned and did not refund me or give me a gift card. I want my money back. I have an example of the advertisement with the picture of the desk. I also have phone records where I tried to call to resolve the issue and spoke with other people in the company to no avail.
Business Response
Date: 02/21/2023
Dear BBB,
Thank you for bringing ********************* concern to our attention. Unfortunately, we have not heard back from the customer after the initial response. Therefore, the concern has not been addressed. We attempted to reach the customer both by telephone and e-mail.

Sincerely,
***********************;
Executive Customer Relations
**********************
Case 230213-000236
Customer Answer
Date: 02/22/2023

Complaint: 19392908

I am rejecting this response because:
She did not leave a return phone number. How can I return a call without a number. Furthermore, she said she did not know which store is was when I put it in the complaint. Also, I had medical testing so I could not deal with everything that particular day, they should have given me more than a day to respond. They have my property and never gave me a refund or exchange. They had video cameras in the store, they could have seen the video of me trying to return the desk, I was even told this by their people and he wrote that he received this on a piece of paper.

Sincerely,

*********************
Business Response
Date: 03/03/2023
Dear BBB,
I initiated contact with ***************** on the morning of February 14 via e-mail to which the customer replied later that evening. In the e-mail, the customer mentioned that she was having issues locating the sales receipt. Therefore, I asked her to provide me with more details of the transaction to assist in locating the receipt on our end. After a few days with no response which involved two other e-mails, I called the customer on February 20th. A voicemail was left notifying the reason for my call and providing my direct number. The next day, I sent ***************** another e-mail and notified you on the 21st of February that the customer had become unresponsive.

After the customer's rejection. I called the customer on the 27th of February. The customer stated she was busy at the moment and that she would be calling me back. After not hearing back from the customer, I called her the next day. The call lasted about 4 minutes that ended when the customer abruptly disconnected the call. With the information provided on the call, I reached out to the store's field manager who confirmed having had a customer that had dropped off the desk a few months back. The manager continued by stating that they were under the impression that the customer would be returning from her car with the receipt but, they never heard back from the customer. The desk was then stored at the store. As is our policy, after 90 days, the desk was discarded.

Since the customer has not been able to provide a store receipt or the information needed to locate the sales receipt, the customer has agreed to receive a $169.99 gift which is the current value of the desk.

The gift card was sent this afternoon and the customer has shown appreciation for our resolution.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 230213-000236
Initial Complaint
Date:02/10/2023
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 an item that cost $161.24 on 02/06/23. I found out I could not use this item so on o2/09/23 I carried it back to the store for a refund. The manager was called and with an undesirable look and actions he refused to take this item back. I am an old man {86} and I do not have money to throw away. On the receipt it states that returnable items must be returned in thirty (30) days. There is no reason why this item could not be returned. I need that money and please ask him to take this item back like it states on the rear of the office receipt.
Business Response
Date: 02/21/2023
Dear BBB,
Thank you for bringing **************** concern to our attention. The store's field manager has made several attempts to reach the customer with no luck. The customer has been provided with the store's General Manager's direct contact information and we are willing to address his concerns asap.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 230210-006410
Initial Complaint
Date:02/09/2023
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 desktop computer ***** M ******** **** Refurbished Desktop PC, ***** Core i7, 16GB Memory, 1TB Solid State Drive, Windows 10, OD1-22079) from Office Depot on March 6,2022 via their website. I paid $635.99 in total with taxes. Office Depot promised a 1 year warranty on all refurbished desktop PCs including the one I purchased (They confirmed this several times on February 8 and 9, 2023). My computer stopped functioning properly on February 5, 2023. I cannot get to the login screen, I receive an error message or black screen. I contacted Office Depot on February 8 and 9, 2023 for assistance with my warranty. On February 8th, they referred me to **** and said **** would assist or send a technician out. When I contacted **** the same day, I was told the warranty on my computer expired in ************************************************************* They referred me back to Office Depot to retrieve the original invoice number from when Office Depot purchased the computer from ****. I contacted Office Depot and they referred me back to **** with an incorrect number. On February 9th **** told me there is no warranty and they do not issue warranties on computers more than 5 years old. They referred me back to Office Depot. Office Depot said they do not have a resolve as the warranty is with ****. They did not attempt to resolve the situation. Order Number: 232947344-001 Account Number: ******** Shipment Confirmation Number: 232947344-001
Business Response
Date: 02/15/2023
Dear BBB,
Thank you for forwarding our customers complaint. I have contacted our customer, and I address her concerns. Customer had incorrect warranty information. **************** has connected with customer and addressing issue with computer. I also sent customer $40 gift card. This resolved the issue for customer.

Sincerely,
*******************
Executive Customer Relations
**********************
*************

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