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

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

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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:01/03/2023
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 was charged for Mcafee and **** Services on my Office depot credit card account. One charge was in July and the other appeared on my account in September. I called to dispute and was told that both would be cancelled. First call was in August and the other was in September. First transaction was for $109 for Mcafee and the Second was $129.99 for **** services. I had nothing but issues with the tech services and had told them in August when I called to Cancel the MCafee. I. In September I was billed for **** services called and was assured it was cancelled.. October ******************* showed charge, I called office depot again and was told I needed to contact Citibank. I filed a fraudulent charge through the Citibank website. I was notified that it was under investigation. I received a letter a few weeks later requesting documentation of proof of return and tracking numbers. I called Citibank again and told them there was no tracking numbers due to these being services. I also returned their letter stating this. End of October I received a letter stating that I didn't respond so the case was closed not in my favor. I made another call to Citibank and was told that I had to handle this through the merchant, Again called office depot and they stated all was cancelled and Citibank was to refund. So back to Citibank, who stated they could do nothing because nothing was put though from Office Depot. Called Office depot back to be put on hold for over 90 minutes to speak to a supervisor and was to to contact Citibank. On October 25th I called again and spoke to ************************************ at Office depot. She stated that the services were never cancelled. She cancelled them and said they had to wait for subscription department o process and a refund would be issued, she guaranteed me she would send me an email with the confirmation of cancellation of the services, She also stated she would personally send me an email once she got confirmation from the subscription department. I received emails of cancellations and on 10/31 I received and email from her stating that subscription department had cancelled and I would receive refund 7 business days. Still nothing. Call OD again told call Citibank. Spoke to fraud department at Citibank was told to fax copies of emails regarding cancellation. Sent fax on 12/9. Called today 1/3 was transferred to a supervisor who stated there was nothing they could do and that I would have to call Office depot. This had been beyond frustrating. Going on 5 months and over 15 hours in phone calls and no one will help. I just want my refund of $129.99 mailed to me, my Citibank account is paid because I didn't want to risk a credit report issue,
Business Response
Date: 01/10/2023
Dear BBB,
Thank you for forwarding our customers complaint. I have contacted our customer and resolved issue. Refund was completed for $129.99. And I sent customer $25 gift certificate for inconvenience.
Sincerely,
*******************
Executive Customer Relations
**********************
Case 230104-000378
Customer Answer
Date: 01/11/2023

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:01/03/2023
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.
On 1/3/23 I bought a card with a number on it that would, supposedly, activate a ********* office program in my computer for $139.46. It was impossible to get the number off of the card by scratching off a film. I tried to return it for compensation but they would not return my money.
Business Response
Date: 01/05/2023
Dear BBB,
Thank you for forwarding our customers complaint. The customer declined a refund stated he stopped payment with his credit card provider. I then offered customer a $50.00 gift card to resolve, and he accepted this outcome.
Sincerely,
***********************
Executive Customer Relations
********************
Case # ******-000089
Initial Complaint
Date:12/30/2022
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.
Office Max/Office Depot CONTINUES to send me UNSOLICITED MARKETING MATERIALS via the US *************** I have called, written and emailed multiple times requesting to PERMANENTLY OPT-OUT OF ALL COMMUNICATIONS. I am NOT a client or customer of this disreputable business and I DO NOT WANT TO BE CONTACTED BY THEM.
Business Response
Date: 01/03/2023
Dear BBB,

Thank you for forwarding our customers complaint.

We have reached out to the customer directly regarding this matter and have successfully added the customer's information to be removed from receiving promotional materials. We have advised that the request for emailed materials can take up to 10 business days to take effect while the request for mailed materials can take **** weeks to take effect. We have also advised the customer that should they receive another email before this timeframe, the 'Unsubscribe' option at the bottom of the email can be utilized as well.

Please let us know if we can be of any additional assistance with this matter.

*******************
Executive Customer Relations
**********************
Case #******-000104
Customer Answer
Date: 01/03/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is tentatively satisfactory to me.
However, if I should receive any further materials after the stated timeframe, I reserve the right to file another complaint with the Better Business Bureau and I will apply for a Prohibitory Order via Form PS1500, provided by the US *************** That order will allow for further, more serious recourse, should the mailings continue.

Sincerely,

*****************************
Initial Complaint
Date:12/30/2022
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 bought a Epson Ecotank **** printer. It was advertised with a ADF, however it does not appear to have one. Also the printer is having issues and won't print anymore.I also bought a extended warranty on the printer. I need a full refund of everything I paid due to 1. false advertisement 2. printer does not work
Business Response
Date: 01/11/2023
Dear BBB,
Thank you for forwarding our customers complaint. We have reached out to this customer a couple of times and have not heard back.
Sincerely, *************************
Executive Customer Relations
**********************
Your case reference number: 230108-003044
Initial Complaint
Date:12/29/2022
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.
On September 10, 2022; I engaged in a chat with an office depot rep name caire, I advised that the items I purchased online would not work in my office as the measurements that were listed online were different than the dimension of the desk as it was assembled. The rep initiated the return process for Item# ******, I also indicated that I no longer required the hutch item# ****** and requested that the item be returned as well. I was sent email confirmations that showed an estimated pick-up date for both items of 09/19/2022. Pick-up did not happen. On 09/23/2022 I reached back out to office depot, they apologized for the delay in the pick up for the items and told me that there was not a delivery driver for my area on 9/19/2022, I was advised that someone would reach out to reschedule the pick up the returned items. I received a voicemail from ***** that the pick-up would happen on 09/26/2022 at 8:45 am. On 09/26/2022 I received a phone call that the driver had a family emergency and would not be out to pick up my items. Someone would reach out to reschedule. On 10/04/2022; I reached out to Office Depot again and advised no one had been to my home to pick up the items. They escalated my issue a rep left me a voicemail on 10/05/2022 stating the items would be picked up from my home on 10/12/2022 between the hours of 8-5 pm and once picked up I should see a return in 3-7 business days. The Items were finally picked up, however, as of 12/29/2022, the refund has not been issued back to me, even after reaching out to the office deport and requesting it directly from them. Most recently on 12/2/2022 A rep ****** emailed me and advised me that my credit would be reflected in my account in 3-7 business days, this has not been done. I have provided copies of my chats, some of them were cut off when I tried to save them. The copy of my emails and the copies of the orders from the Office Depot website. Thank you.
Business Response
Date: 01/12/2023
Dear BBB,

Thank you for forwarding our customers complaint. We are still working on this customer's issue.
Sincerely,

*************************
Executive Customer Relations
**********************

Case 221230-000240
Customer Answer
Date: 01/12/2023

Complaint: 18659790

I am rejecting this response because; this is a complete and utterly lack of unprofessionalism and bad business. Not only did it take them an unreasonably, duration of time to pick up the hutch and the **shaped desk from my home. I was not guaranteed my refund in the allotted amount of time of 3 to 7 business days. I should not have had to reach out to them as many times as I did, to get this issue resolved they are at this point with holding my refund, which I am owed now that all items have been returned.

Sincerely,

*********************************
Business Response
Date: 01/16/2023
Dear BBB,

Thank you for forwarding our customers complaint. At this time, we have issued a refund to the original form of payment.

Sign the complaint:
Sincerely,
*************************

Executive Customer Relations

**********************
Case 221230-000240
Customer Answer
Date: 01/19/2023

Complaint: 18659790

I am rejecting this response because: I would like to ensure the refund will be for both furniture items that were picked up from my home. What is the refund amount? When does Office Depot expect this refund to post to my original form of payment?

Sincerely,

*********************************
Business Response
Date: 01/19/2023
Dear BBB,
Thank you for forwarding our customers complaint. The total will be $452.33 and should reflect on the bank statement within 5-7 business days after Office Depot receives the items.

Sincerely,
*************************
Executive Customer Relations
**********************
*************
Customer Answer
Date: 01/21/2023

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:12/27/2022
Type:Order 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 11/27/2019 I purchased 5 units of Mcafee Livesafe @ $9.99 each. Paid $49.99 for Tech Support and a one time fee of $39.99 for Software Installation. These fees were for the installation of all 5 units however the technician couldn't get all the units installed so that they would renew on a yearly basis so I was told that I would have to go back to the store every year and have them install a new unit free of charge. The last two years I have gone back and have had no problem this year when I went to install the fourth unit the manager wants to charge me for the install. He claims that the computers have been updated and that I have to pay. I showed him the receipt and he claims that I should have been charged for each unit to be installed and when I told him that it was a promotion they were running that year he refuses to honor the promotion. He claims that the receipt is worded as 1 software install and that I should have been charged for 5 installs but that's not what the promotion was for and I would have never bought the 5 units if that was the case I would just have gone back every year and bought them one at a time. The guys name is ***************************** and he's a real jerk when I asked to speak to his manager he said he doesn't have one but since I insisted for a manger he said I could call corporate and then he wouldn't give me the number. I searched the internet and called every possible number and couldn't get any help from them because I don't have an account so that they could see the transaction. I told them I could email them the receipt along with the work order but they don't want that. What I would like is for them to continue to honor the promotion or to reimburse me the funds for the 2 remaining units and for the installation fees that were fraudulently taken as payment.
Business Response
Date: 01/03/2023
Dear BBB,

Thank you for forwarding our customers complaint.

We have reached out to the customer directly regarding this matter and unfortunately, we have not received a response via email or telephone. We have also looped in the field management team for the store location, who has also been unsuccessful in reaching the customer.

Please let us know if we can be of any additional assistance with this matter.

*******************
Executive Customer Relations
**********************
Case #******-010629
Initial Complaint
Date:12/21/2022
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 December 1st I bought an iPad case and screen protector from this store. Despite my iPad being a **** model the case and screen protector would not work. The left corner of the case would pop off and cause the screen protector to roll up. Finally I purchased a different case and screen protector. Today I called about returning this item. They said that even though I have the receipt since I do not have the original packaging they would not do a return. They offered to exchange it and I advised that I have replaced the item. They said their "hands were tied"
Business Response
Date: 12/23/2022
Dear BBB,

Thank you for forwarding our customers complaint.
We have reached out to the customer directly regarding this matter. We have extended an apology and a full refund is being issued in the form of a check by U.S. mail. We have advised the customer to allow 21 business days for the check to be processed and sent via the U.S. mail.

Please let us know if we can be of any additional assistance with this matter.

*******************
Executive Customer Relations
**********************
Case #******-007099
Initial Complaint
Date:12/20/2022
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 supplies, like I have for the past 2 years. I was going to the store to pick up my items when I checked the order confirmation email and it said that the order had already been picked up. I called the store and they told me that some of the items where there(envelopes, file folders) but couldnt locate the ink I purchased. The associate I spoke to told me that sometimes the system does show as picked up when it has not been picked up. She transferred my call to the store manager who then told me that he did not have my items and since his system said it was picked up then it must have been. I went in to the store to talk to the manager and he told me that he could not do anything about this matter. He said that they keep the ink behind the register until it is picked up. I told him that I did not pick up my items. He told me to call corporate and they would be able to het me my money back. I called corporate and they said that the store had to issue a refund and that they submitted a request to have the store contact me. To this day I have not received a call from the store nor received a refund.On the emails it states that the person picking up has to show the confirmation email and ID. The manager also confirmed this. So, if they say that the order was picked up they should have released the order only to me since my name is on the email. They can look at their security cameras to confirm that I did not pick up my order. Either they lost my order or someone else grabbed them from the online order shelf. Ive been going back and forth trying to either get my money back or get the items I ordered
Business Response
Date: 12/21/2022
Dear BBB,
Thank you for forwarding our customers complaint. The customer was apologized to and will have a check mailed to her for full refund of $357.38.
Sincerely,
***********************
Executive Customer Relations
********************
Case # ******-000693

Customer Answer
Date: 12/21/2022

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 didnt apologize as they stated, but Im glad they finally helped resolve this matter.

Sincerely,

*******************
Initial Complaint
Date:12/20/2022
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.
On Dec 6, 2022, I ordered a pair of Astro A50 Wireless Headset from Office Depot online. This was supposed to have been a Christmas gift for my son who is an airmen stationed in *****. The total cost for the headset was $272.84. The headset was received on Dec 7, 2022. Dec 9, 2022, I inspected the package prior to shipping it overseas and discovered the headset was for an X-Box. My son has a PS5; therefore, the Astro A50 received was not compatible. A returned shipping label wasn't included when the package was received. I logged onto Office Depot's website to view their return policy. According to Office Depot's return policy an online order can be returned to a local Office Depot store, but this is not the case. I tried returning the headset to the Office Depot located in *************, ** and the manager would not accept the merchandise as a return because they did not carry the item in their store. He informed me that it was ordered through an outside vendor, and I would need to call Office Depot's ***** number to see how to return the merchandise. I called Office Depot Saturday morning Dec 10, 2022. I was told that they had to contact the vendor and that someone would contact me within 24-hrs. Service Ticket # ******** was established. No one called within 24 or 48 hrs. I called back Dec 12, 2022, and was told The Resolution Team would contact me within ***** hrs. ***** contacted me by email on Dec 15, 2022, stating that an Office Depot driver will pick the merchandise up from my home on Dec 16, 2022, between the hours of 8:30 AM-5:00 PM. No one called or picked up the merchandise. I called Office Depot again, received a new incident # *******. On Dec 19, 2022, received email from ***** stating that an Office Depot driver will pick the merchandise from my home on Dec 20, 2022, between the hours of 8:30 AM-5:00 PM, but again no one came or called. I would like a shipping label so that the item can be returned, and the money refunded.
Business Response
Date: 12/29/2022
Dear BBB:
Thank you for forwarding our customer complaint. We emailed the customer with a heartfelt apology and addition; we advised her that the District Manager would reach out to her and he did process the return credit today 12/22/2022 for her. As a gesture of ***************** Ive sent a ***************************** e-gift card. We feel this customers issue has been resolved.

Sincerely,
*************************;
Executive Customer Relations
**********************
Case 221221-000688
Initial Complaint
Date:12/20/2022
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 28 Nov 2022 I made an online purchase as they had a great deal on paper. A few days later supposedly the delivery took place but when I arrived home there was only partial delivery. The 2 cases of paper never arrived. We received the rest of the shipment delivered on same day. Shipment Confirmation #*********-001. Called, emailed and text office depot a few times. Very difficult to get help . The last email response was that they were taking care of it. A few weeks later, still got nothing. Still waiting for my shipment
Business Response
Date: 12/21/2022
Dear BBB,
Thank you for bringing forth **************** complaint. The cases of paper were delivered today, and the customer has shared his satisfaction to our prompt response.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 221220-000357
Customer Answer
Date: 12/22/2022

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.
Thanks for resolving this matter.
Sincerely,

****** ****

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