Complaints

This profile includes complaints for Office Depot, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Office Depot, Inc.

  6600 N Military Trl Boca Raton, FL 33496-2434

  
• 

  Office Depot, Inc.

  Bloomington, MN 55435-5404

• 

  Office Depot

  5600 Cedar Lake Rd S St Louis Park, MN 55416-1537

• 

  Office Depot (Central Florida)

  1115 Vidina Place Oviedo, FL 32765

• 

  Office Depot (Central Florida)

  150 NW Hwy 19 Crystal River, FL 34429

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:11/13/2024

  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 a desk with an attached hutch from this store on 10/31/2024.. The price was $307.09. They have a third-party delivery service. I received an email on 11/1/2024 stating the "estimated delivery date was 11/12/2024." When no desk was delivered by 1300, I called the customer service number. The representative did not speak English very well, but I was able to understand that the desk would be delivered on 11/12/2024. At 1700, I called customer service again and explained that the desk was not delivered. I was told that the truck "ran out of delivery time." I was never notified by email or phone that they would not be coming. They stated the desk would be delivered on 11/13/2024. I explained that I rearranged my schedule to be home all day today and that I work full time. I explained that I would not be able to be home all day on 11/13/2024 for delivery. I asked to cancel the order. They said I could not. I asked to speak to a supervisor and was told he/she was busy with another customer. It is now 1735 and I have yet to hear from a supervisor. I called the store and spoke to the manager. She was able to cancel the order. However, I need more than that for all the trouble I went through to get my schedule rearranged and my house set up for delivery. Also, the store manager called me "dear" which is not my name.

  

  Business Response

  Date: 11/15/2024

  Dear BBB,

   

  I've submitted for a check for $100.00 to be mailed to customer and have emailed the customer and advised it can take 7-21 days to receive standard **** mail.

   

   

  ****** *****
  Executive Customer Relations | ********************** 
  ***************************;| **********, *******;33496

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An item was purchased and then returned to the store identified above. The manager returned the item and stated the refund would be issues in 5-10 business days as it was a ****** return. Note the store has received the item and provided a return slip below. After 10 days the refund had not been issued so I called the 800 number and was told a report was filled and it should be refunded shortly this was a lie Then this week I called again and was told the same thing, then again I called and a manager told me I should be getting a refund and confirmation which again was a lie. I returned the item, Office Depot has the item and refuses to refund the money to the account. This is theft

  

  Business Response

  Date: 11/15/2024

  Dear BBB,

   

  The customer was finally refunded yesterday 11-14-24 and this is closed with Office Depot.

   

   

   

  ****** *****
  Executive Customer Relations | ********************** 
  ********************** | **********, *******;33496

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to this store look at their office chairs last Thursday 11/7/24. I ordered the chair in white and they canceled the order. But I still havent received my money. They havent sent my money back to my card and they had the color on display so it was very misleading. The app send it was in stock when I ordered it and then after it said out of stock. I want my money back. And they said they refunded it but my bank says they cant see the refund request

  

  Business Response

  Date: 11/15/2024

  Dear BBB,
  
  Thank you for forwarding our customers complaint.  We have reached out to the customer directly regarding this matter.  Our customer has confirmed receipt of their funds associated with the now-cancelled order. The customer has also shared their frustration with our Napa location, and we are actively investigating the situation.
  
  Please let us know if we can be of any additional assistance with this matter.
  
  ***** ****
  Executive Customer Relations
  **********************
  Case # ******-008468
  

• Initial Complaint

  Date:11/11/2024

  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.

  My small business was a longtime (15+ year) customer to ********************** printing (ODP) with a written business offer for reduced pricing by *** via the Chamber of Commerce. There were minor changes in pricing over the years but always at a reduced business rate. However, without any notice, my reduced small business pricing for printing increased over 100%. When I contacted *** customer service, I was told they would be notifying customers though it's been one month and still no such notification has occurred.This unexpected and significant price increase is not sustainable for my small business. While I recognize *** can charge whatever they want, I was appalled at the lack of respect and courtesy to longtime customers and the substantial price increase. It would have been good business practice to give your customers sufficient notice of the price increase (especially those with a longtime agreeement). As a result of this unexpected and significant price increase, I am forced to close my business by the end of the year because I refuse (and cannot in good conscience) pass on such a price increase to my customers--most of whom are small, nonprofit organizations. I asked for reconsideration and one month of previous pricing to allow me time to notify my customers and to adjust. I was told via email by *** that this was not possible. It was not possible to give my business one more month at my previous pricing to allow me to transition to a 100% price ************, I am asking BBB to investigate and to determine if there is any implied, explicit or good business agreement/practice that ODP should follow when increasing prices to customers on a reduced business agreed upon pricing for years? All I am asking for is one month at my previous pricing--effective with my last orders in which I took a loss. Consequently, I will close my 25 year business 12.15.24. Please restore my previously agreed upon pricing ******* is the right thing to do. Thank you.

  

  Business Response

  Date: 11/22/2024

  Dear BBB, 

  We are asking for more time to resolve the customer's concern. Thank you in advance for your patience. 

   

  Sincerely, 

  ***** *******

  Executive Customer Relations

  ********************** 

  Case 241111-013538

  

  Business Response

  Date: 12/10/2024

  Dear BBB,

  Thank you for bringing Ms. ******** concern to our attention. 

  Our business team was in direct contact with the customer addressing her request. Regretfully, we are unable to comply to the customer's request due to our universal tiered pricing.

   

  Sincerely, 

  ***** *******

  Executive Customer Relations

  ********************** 

  Case 241111-007082

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22540405
  
  I am rejecting this response because Office Depot (ODP) has grossly violated their implicit and explicit agreement with long time customers on their reduced business tier pricing.See below for more details.

  1.  I have been a small business customer for 15 years on a special pricing agreement for print services for small businesses. 
  2.  ODP increased their prices on this program by over 100% without any advance warning to customers and with no appreciation for the impact on small business owners. 

  10.25.24:  My initial contact with ODP customer service.
  ********:  My complaint to BBB.
  11.26.24:  I was offered a 15% credit on my next order after my BBB complaint--I can get a 20% off coupon online.  This is an insult.
  12.10.24:  Finally, they respond saying, 'No, we are not going to be responsive to our long-time customers; we have no reason to keep our customers apprised of rate increases nor to be responsive to their needs.'

  
  The process of getting a response that is both respectful of their small business customers and timely has been incredulous.  Six weeks after my initial query asking for just one month of notice at my previous pricing, and this is the answer they give to BBB.  I do not understand how they have retained an A+ rating with hundreds of complaints, many not favorably resolved.  Moreover, it took them almost a month (since 11.11.24) to reply to BBB--when they were asked to reply within 2 weeks.  Surely, this will impact their A+ rating.  

  
  In conclusion, my business is closing due to these price increases that I cannot in good conscience pass on to my customers--most of whom are nonprofits.
  I will leave knowing that I was an honest, reputable business owner and ODP was neither--not based on my experience. 

  Small business owners--beware as they will raise your prices too (without warning and without care for your business). 

  ODP epitomizes corporate greed, in my opinion. Shame on you for treating a veteran owned small business and long-time customer in this way.
   
  ***** ******, owner Coping Resources

  

  Business Response

  Date: 12/13/2024

  Dear BBB,

   

  At this juncture there is nothing further that can be done. The business has moved onto Universal Tiered Pricing, and this is the new pricing structure. If the customer wants to close the account this is fine as we wouldn't be able to move back to the previous pricing structure.

   

  ****** *****
  Executive Customer Relations | ********************** 
  ********************** | **********, *******;33496

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22540405
  
  I am rejecting ODP's brief and insufficient response for the following reasons:
  1) It is factually incorrect (deceptive).
  2) It disregards my very fair request for a compromise or resolution to the unannounced,drastic printing price increases for small businesses--in some cases more than doubling the previous print pricing agreement.  As proof, please see attached for examples of the costs I have incurred for printing since the increase this Fall and previously on my business pricing agreement with ODP.
  3)After 6 weeks, your response shows a lack of genuine effort to resolve this concern via BBB and a true insensitivity to a longtime (15 year) customer and small business owner.

  The message by Mr. ***** is inaccurate and not truthful (deceptive) in the following ways:
  1. "The business has moved onto Universal Tiered Pricing, and this is the new pricing structure."
  FACT:  Our business did not 'move' to Universal Tiered Pricing. Our account was moved BY *** from our 15+ year business pricing agreement without any notice or transition time to prepare for the significant price increases. 

  2. "At this juncture there is nothing further that can be done."
  FACT:  There is something you can do.  ODP has the authority to grant a credit or discount on my final order. I know this because I was previously offered a 15% discount on a future order, but I rejected it because it was insulting given that you offer 20% coupons online to the general public and discounts to veterans (of which I am a veteran).  
  WHAT YOU CAN DO:  ODP can in good faith negotiate an agreement to resolve this issue by offering a 50% discount (or even 25%) on my final order.  I will be placing my final order later today since I am unable to afford the price increases. I am losing money on these orders but I wanted to give my customers time for the transition of our sudden closing.  You CAN discount my last order or offer credit on my credit card for 50% of my last order.  Given that I have made several orders since the price increased,this is a small price for ODP to pay as a show of good faith and sensitivity to the crisis it has created my business (and likely many others too.)

  3. "If the customer wants to close the account this is fine as we wouldn't be able to move back to the previous pricing structure."
  RESPONSE:  Of course we know we can close our account at any time.  We have already informed you that our business is closing because of your price increase and our last orders will occur today--December 16, 2024. Your reply that it is "fine" lacks any care, compassion and true customer relations knowing that my small business is closing because of ODP's sudden, unannounced, and incredulous price increases in the new printing structure.

  Perhaps Mr. ***** is not the best person at *** Corporate to answer this question. Please, show some compassion and respect to a veteran,small business owner and longtime customer.
  My final request for resolution is a discount on my last order arriving online later this afternoon.  

  ***** ******, owner **************** closing 12.16.24

  P.S. I appreciate the BBB for coordinating this communication and trust you will also see that ODP is not worthy of the A+ rating given the time to reply and the lack any effort to resolve the complaint though they acknowledge the price increases did occur.Thank you.

• Initial Complaint

  Date:11/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a member of BUSINESS DIREST program. I wasn't aware of the monthly subscription of $49.00 month. Once I notice it l cancel my membership and requested a refund but NEVER received it. I called the awards department several times for the last 2 months and had NOT received anything. A representative ( *******) stated she can give me a store credit which I told her NO. I have called at least 10 for the last 2 months and no one has assisted me with this.

  

  Business Response

  Date: 11/14/2024

  Dear BBB, 

  Thank you for bringing Ms. ********* concern to our attention. I have personally contacted her, and she has confirmed receiving the refund. 

  We have addressed the complaint internally to prevent a recurrence, and I've encouraged Ms. ******* to contact me directly if she has any future concerns.

   

  Sincerely, 

  ***** *******

  Executive Customer Relations

  ********************** 

  Case 241106-002402

   

  Customer Answer

  Date: 11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 9/28/24 (Order#*********-001). I am only trying to return 1 item for the order. I went to the Office Depot store on 10/9/24 to return item. The store could not do the return on 10/9/24 due to network issues. The store instructed me to process a return online. I did that on 10/9/24 when I got home. The Return# is 390920222-001. Office Depot picked up the item on 10/11/24. I called on 10/21/24 regarding refund. The agent said a return would be 7 to 10 business days. I called on 10/29/24 which is now 12 business days since pick up. They said I would be contacted in 24 to 48 hours. Office Depot did not contact me. I called on 11/1/24. My case was escalated by Office Depot and said I would be contacted within 24 to 48 hours. I still have not received a phone call. I still have not received a refund. Office Depot picked up the product on 10/9/24 and I still have not received a refund or any action to refund me.

  

  Business Response

  Date: 11/12/2024

  Dear BBB, 

  Thank you for bringing Mr. ******** concern to our attention. 

  The complaint has been successfully addressed to the customer's satisfaction. 

   

  Sincerely, 

  ***** *******

  Executive Customer Relations

  **********************

  Case 241106-000824

  Customer Answer

  Date: 11/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 21, 2024, I received an email from Office Depot stating you have successfully subscribed and your card was successfully charged $49.00 for your subscription. Immediately I placed a call to Office Depot and advised the representative I didnt authorize this charge nor did I subscribe for anything and want my money returned. I was told my refund will take up to 5 business days to receive. To date I have not received my refund despite my many efforts of contacting Office Depot being placed on hold, hung up on, and told someone will contact me. Im exhausted! This is Fraud and something needs to be done!

  

  Business Response

  Date: 11/12/2024

  Dear BBB,
  
  Thank you for forwarding our customers complaint.  We have reached out to the customer directly regarding this matter.  We looked into this further and as requested, a full credit in the amount of ***** has been issued back to the customer's original method of payment.  We have advised the customer to allow 3-5 business days for this credit to reflect within their account, as this is in accordance with the card issuing bank's internal processing guidelines.
  
  Please let us know if we can be of any additional assistance with this matter.
  
  ***** ****
  Executive Customer Relations
  **********************
  Case # ******-009162

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RE: Office Depot *************************************. For about a year, I have shopped at this OD. There has been multiple problems left due to NO fault of my own. 1st-Employees rare greet me upon arrival, departure, 2nd- 4-5 Loadable copy cards would not work or stopped working. The ** determined OD gift copy cards were sold to me in error. He got me an OD merchandise card instead. I has worked the longest. He acted like I should have known the distinction between a GC and MC as a customer. Really, I just wanted to makes copies and asked for an OD copy card. Employees, supervisors should be trained well in these areas. That was an issue and ****** for several months. Card would not process payment at the copy machines. Then there were the copy machines, taking turns not working. Of course, it was my fault too. For about 6 months it was a nightmare trying to get copies. Their machines would freeze converting Word to PDF, and even would lock up just to print any document word or pdf. Other times, the credit card reader would not work. It was always something. *******, who quit was the nicest one in the store consistently and genuinely wanting to help with each issue. Most everyone else was rude, deflecting instead of being accountable, telling me a third party put those machines in and that it has nothing to do with them. They never called in work orders. Told me that I am the only one to experience the machines legitimate malfunctions. How is a malfunction a user error? Plus, I am rarely greeted upon entry. On 4 occasions I went to OD ******************************, and everytime I walk in, multiple people greet me, all of their machines work, without any issues. The mgr, & sup at OD (71st & *******) deserves a raise, promo. I cried at OD (71st *****) 10/28 b/c I was treated horribly when the copy machine locked up ona copy again. ***** was rude, defensive angrily, unhelpful, **** argued with me to leave, go back to OD (71st/*******) where I had no problems.

  

  Business Response

  Date: 11/12/2024

  Dear BBB,
  
  Thank you for forwarding our customers complaint.  After discussing the situation with the General Manager, who is familiar with the customer's statements and interactions, it is clear that this customer has a history of verbally abusive behavior towards our store associates, particularly when there are issues with the self-service copiers.  Despite addressing the customer's demeanor directly, the behavior has escalated, creating a challenging work environment.  Recent attempts to contact the customer have been unsuccessful.
  
  It's been noted that the self-service copiers seldom have mechanical problems, and any issues are swiftly resolved.  We have collected written statements from several employees detailing their experiences with the customer, including accounts of his abusive conduct. 
  
  In line with our 5C Culture (Customer, Commitment, Change, Caring, Creativity), we have decided its best to ask the customer not to visit this location anymore.  We have prepared a formal letter with our Legal Team to communicate this decision.
  
  Please let us know if we can be of any additional assistance with this matter.
  
  ***** ****
  Executive Customer Relations
  **********************
  Case # ******-003873

  

  Business Response

  Date: 11/13/2024

  Dear BBB,
  
  Thank you for forwarding our customers complaint.  After discussing the situation with the General Manager, who is familiar with the customer's statements and interactions, it is clear that this customer has a history of verbally abusive behavior towards our store associates, particularly when there are issues with the self-service copiers.  Despite addressing the customer's demeanor directly, the behavior has escalated, creating a challenging work environment.  Recent attempts to contact the customer have been unsuccessful.
  
  It's been noted that the self-service copiers seldom have mechanical problems, and any issues are swiftly resolved.  We have collected written statements from several employees detailing their experiences with the customer, including accounts of his abusive conduct. 
  
  In line with our 5C Culture (Customer, Commitment, Change, Caring, Creativity), we have decided its best to ask the customer not to visit this location anymore.  We have prepared a formal letter with our Legal Team to communicate this decision.
  
  Please let us know if we can be of any additional assistance with this matter.
  
  ***** ****
  Executive Customer Relations
  **********************
  Case # ******-003873

  Customer Answer

  Date: 11/22/2024

   
  Complaint: ********
  
  I am rejecting this response because Office Depot is being deceptive, dishonest and untruthful:

  Thank you, BBB, for allowing me this opportunity to be heard. Previously, I filed a direct complaint over the phone around October 29,with Office Depot  customer service phone agent **** ****** in the ***********, and was given a reference number 241030-003593. No one responded to this specific complaint until I filed a BBB complaint,ref# ********, on October 5, 2024, which had gotten the attention of corporate, and I could no longer be ignored. Thank you so much BBB. I would love for this letter to be on file to show others about my experience at the Office Depot located close to 71st and *****.
  The intent of this letter is to showcase the truth. Office Depot has been very untruthful and deceptive in their response to the BBB, and I have proof. There are several discrepancies I would like to address.
  Discrepancies in ** Consumer Relations Response
  ***** **** from ** Consumer Relations sent me a generic response on August 7, ************************************************************************ her response, she stated someone from Office Depots field management team, responsible for this location, would be reaching out to me. This never happened. No one from Office Depot overseeing that location has ever contacted me. (I have enclosed both copies of her response)
  No Phone Call, Left Messages nor Letters sent to me Addressing my Concerns from the store
  In addition, their latest responses (via ***** ****) alluded to the fact they were unsuccessful contacting me. Again, I never received a phone call, left message, nor letter from anyone overseeing that location. I filed a complaint with corporate 800 number and was never contacted. When I contacted the BBB, then ***** **** sent a letter stating someone from the store would call me. Again, that never happened. There was never any attempt (no missed calls, left messages, letters sent, etc. that would indicate an attempt by the local store, **, or the management overseeing that local store, to contact me. For ***** ****, on behalf of ** to state the contrary is not only untrue, false, but misleading and gaslighting because it Never happened.
  No Accountability for ******************** Blamed third party Xerox for upkeep responsibility and Poor Communication
  Having worked in customer service for years, I know that there is a disconnect at this Office Depot location that entails a lack of training on courtesy and communications with customers, with regards to customer concerns, and inability to properly address them, and failure of management and employees to be accountable for mistakes on the store level.  Whenever a machine is inoperable it is inappropriate for store employees and management to blame the customer and to state they are not responsible for the machines, that ***** is. This was a common theme at this location, to pin inoperable machines on a third party and to blame me the customer as being the only patron to have problems with the machines.
  None of this was addressed by Office Depot or ***** ****. Instead they denied that the machines never had mechanical issues. This is also false and misleading.
  Three of Office Depot store merch/and or Gift cards Malfunctioned (Invalid **):/Excessive Buffering
    I have had three Office Depot store gift and merchandise copy cards stopped working and it presented a problem when I tried to use them at the copier. I uploaded funds to pay for copies through the store. I would constantly get error messages from the machine that the ** was either invalid or the machine malfunctioned and kept buffering that I did not have access to the funds. This happened more times than I could count. I had multiple ** cards replaced that still had money balances on them. Again, the third gc the female older manager took it from me and replaced it with the 4th one I still have today. Wow! Having to Replace Three (3)** gift cards is unacceptable.
  More training Needed (Gift Card Issuance, Courtesy, Responding to Customer Concerns,Addressing Inoperable Machines
   After about the 3rd one the ** at Office Depot rudely told me that his employees were not supposed to be issuing me Gift cards, only store merchandise cards. Im not an employee.He should have addressed this with his employees since I am a customer and did not work there and they were the ones issuing me the wrong ** **.
  I will enclose two of the defective cards in my possession,since an older female manager took one of them from me and reissued me another one. Each of these two cards have balances still on them, but do not work.
  **************** **************** **************** Rule to Greet Patrons upon entry (Rare)
  I would guess about 95 percent of the time when I walked into the store and exited, I received no greeting. This first impression I received left little to be desired, but I focused on getting a specific task done for printing. This should have been the sign that something was off about this location. Each employee looked serious, unfriendly and most often was unhelpful. Again, this reflects the **, store manager and assistants not letting employees know to greet all visitors and to express a willing, friendly attitude to assist customers with anything, including problems with machines not working properly.
  Flash Drive Not Always Recognized by Copier Printer
  
  Amongst the constant issues I have experienced at this location was not having my flash drive recognized. This also happened randomly many times. However, when this happened, ** employees had to go behind the desk and retrieve, print my documents from their machines, which recognized my flash drive.  I dont know why this happens,but clearly it is a problem that needed addressed with Xerox.
  Problems Printing PDF or Word Docs (Excessive Buffering due to Conversion to PDF)
  90 percent of the time there is an issue printing a PDF or Word Doc and I am not sure why. This is 2024 and it should not be happening.  It was so frustrating because the machine would lock up due to excessive buffering and the staff had to reset the computer and often expressed irritancies (facial expressions, mumbling these arent our machines) when doing so.
  General Questions were responded with I do not know response from employees
  I went in ** to buy toilet paper that I received an email or text solicitation about and I thought it was a good deal. Went to the store, and of course, wasnt greeted, but I ignored it. I asked where the toilet paper on sale was, and I remember receiving a deer in the headlights surprising look as if I was a ghost. Some nice, but persistent questions finally got me what I needed, but it was always like pulling teeth to get some help from them, along with some inappropriate looks of indifference like I was bothering them. It was never really a good feel in that store. The energy was negative.
  Conclusion: Clearly there is a disconnect from good customer service practices in the print copy industry that Office Depot, their area, district managers, local store managers and employees are unable to meet and deliver. Specifically, this particular Office Depot located at **************************************************, provides substandard, below the bar, overall service.  I can only speak from my experience, but the machines malfunctioned more times than they should have, too many times to count. Each time I explained to them about the issues I had, in the kindest manner I could, given the level of frustration this caused me, only one employee *******, who no longer worked there, responded appropriately, with enthusiasm to help, empathy and genuine concern. Most all the others were defensive, uncaring,and asserting blame on Xerox, stating they have nothing to do with the machines in the store, that theyre handled by a third party.
  In addition, despite them having to constantly restart or reset those machines due to mechanical issues relating to not recognizing gift cards, or its accurate balance, but also not recognizing flash drive, or excessive buffering, the staff still deflected and took it very personal that I complained about the problems of the machines not working. The staff witnessed the mechanical issues for themselves, and yet Office Depot denies the machines were ever malfunctioning? This is not only strange, but sad and definitely an untrue statement of a tremendous magnitude (blatant lie).
  I began to question myself and wonder if this type of service from Office Depot the norm? ** chance I went to the Office Depot located at ************************************), and the service was phenomenal each time. Was this by chance or a rarity? I went back four (4) more times and it was consistent. Soon as you enter you are greeted by multiple people and all of their employees seemed happy like ******* who quit from the ** on 71st and *****.  The machines worked consistently. If I looked like I needed help, someone approached me proactively without me having to ask.  I must say that management in that store do a good job training their employees on providing excellent customer service.
  I vehemently disagree on being abusive to their employees at the ** located at ************************. This is untrue, and a deflective response from them and blatant denial that their own behavior was unprofessional in how they responded to my addressing having constant mechanical issues with their machines. Instead of being accountable, they choose to be rude, insinuate my being technical illiterate or unsavvy, all while seeing these issues, and resetting or restarting the machines. To still deny that the machines all worked is very unethical, fraudulent business practices.
  Money Left on ** that do not work (Owed money)
  I am left with several gift cards with money on them that do not work, for whatever reason. They blamed me for this too. I was blamed for having problems with their machines and was told, You are the only one who has complained as to validate my being a problem in the store. Who blames customers for problems with third party machines in their stores.
  Never once did I curse them out or scream at them. Yes, a few times I expressed frustration and on October 28, 2024 I cried in the store and laid my head on the counter. It was due to a year or so being mistreated and still giving Office Depot my business. Yes, maybe I should have given my business to someone else who appreciated it and who would have loved to have me as a customer.  I agree on this, but not to the point I was accused of being rude to the employees. It was the other way around. They mistreated me for whatever reason. I blame the ** and managers for the level of toxicity the store has shown me.  Train your employees to strive for the highest level of customer service and to embrace customer concerns and complaints about problems in your store and with the machines. Act with ****** dignity and courtesy.
  
  Tell the truth/Act with Integrity
  Finally tell the truth. Be accountable. Just admit that you failed Office Depot. You failed to contact ***** every time I, a customer,experienced a mechanical issue with your machines (** balance error, ** not recognized, Inserted flash drive not recognized randomly, excessive buffering where machine as to be reset or restarted, and problem printing Word Doc because machine has to convert Word to PDF) Get your people on it.  This is 2024. Factually, you are not the only print shop in town. You have got ************* Quik Print, *******, and many local companies.
  Stop Playing the Blame game
  I know it is much easier for Office Depot to refer a dissatisfied customer that theyve failed miserably in helping to another print copy business, or either to another one of their locations, rather than just simply admit they have failed miserably, provided subpar, well below the belt,standard of customer service. It is also far easier to deflect, and blame the customer for having inoperable machines, use the customers frustration against them when they complain, and then label them as abusive because they are dissatisfied with how the employees respond negatively, are  unhelpful and dismissive of the customers concerns. This is called deflection.
  Credibility Lost
  Office Depot has no credibility here.  They have denied their machines were inoperable, which is untrue. They have stated that someone overseeing the store would call me. This obviously did not happen. Please ask them to show documentation where I was ever contacted via telephone call and left a message,emailed or mailed me a letter, by the person overseeing the store, as ***** **** stated would happen. They claim they had problems contacting me. Please tell them to provide the phone number and email address they have on file so we can verify its validity. My phone never rang where Office Depot had called and I have not voicemail messages left from them.  I did receive a generic email from ***** ****,after I had filed a complaint with the BBB since contacting Office Depot directly and not getting a response, despite being given one of their internal complaint tracking numbers. Clearly Office Depot is truthful in their response and I ask that this complaint remain on file as Unsatisfied and a Negative **** on their score for fraudulent trade and deceptive business practices. Clearly ***** **** decided to take the rude, incompetent employees sides, in her company, rather than the truth. Look at my evidence. It is as truthful as I can get. The truth has set me free.
  
  Thanks for your time BBB for getting Office Depot to respond.
  
  Respectfully,
  
  ***** *********
  
  
  
  

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

  

  Business Response

  Date: 11/22/2024

  Dear BBB,
  
  Thank you for forwarding our customers rejection.  In my initial email to the customer, I mentioned that the field management team would be directly contacting them to provide assistance, as this is typically how store-related issues are addressed.  After sending my email, I learned from the General Manager of the location that they have personally interacted with this customer multiple times and confirmed a pattern of verbally abusive behavior and personal attacks on store associates whenever there were issues with our self-service copiers.  The Manager also informed me that attempts to reach the customer by phone on three separate occasionsFriday, 11/1, Tuesday, 11/5, and Wednesday, 11/6were unsuccessful.  We have since obtained written statements from several store associates that confirm this behavior. As a result, we have requested that the customer no longer visit this location and have ceased direct communication with them on this matter.
  
  Please let us know if we can be of any additional assistance with this matter.
  
  ***** ****
  Executive Customer Relations
  **********************
  Case # ******-003873

  

  Business Response

  Date: 11/22/2024

  Thank you for forwarding our customers rejection.  In my initial email to the customer, I mentioned that the field management team would be directly contacting them to provide assistance, as this is typically how store-related issues are addressed.  After sending my email, I learned from the General Manager of the location that they have personally interacted with this customer multiple times and confirmed a pattern of verbally abusive behavior and personal attacks on store associates whenever there were issues with our self-service copiers.  The Manager also informed me that attempts to reach the customer by phone on three separate occasionsFriday, 11/1, Tuesday, 11/5, and Wednesday, 11/6were unsuccessful.  We have since obtained written statements from several store associates that confirm this behavior. As a result, we have requested that the customer no longer visit this location and have ceased direct communication with them on this matter.
  
  Please let us know if we can be of any additional assistance with this matter.

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22515363
  
  I am rejecting this response because OD has never 1) Contacted me to address any issues, despite claiming that they November 1, 5 and 6th. My evidence of this is that there has not been any left messages on my phone, nor missed calls from them. I did not receive any text messages either that would indicate their willingness to resolve this issue. This is untrue. Can Office Depot provide documentation, other than their word that they called me? Examples, are call logs that indicate my phone number was dialed on a specific date and time. Do they have proof they left me voice mail messages on Nov 1, 5 and 6? Do they have a call log to show proof? Each phone, cell or business has a call log. Can they submit that to me of their attempts to reach me by phone (other than a list of dates typed out) ?

  Also I want to mention that one of their responses alluded to the fact that there were no technical issues with their copiers in the store? I have submitted several instances of their copiers being inoperable and having issues? What is their stance on that.  As far as them having employees write statements that allege I was abusive to them, is simply untrue. Anyone can get to get and corroborate lies, which is what they are doing here. Plus, I am owed a refund on two gift cards, I am unable to use because their pay machine does not recognize them. Again, I am on my fourth card re-issue without them refunding me the balance on the others. Where is my money?  Given my level of frustrations with this organizations, they are misconstruing it as abusive. Customers do get frustrated and the way to deal with them is not to 1)lie about circumstances, 2) deny that problems occurred, and 3) apologize and fix the issue. Call you tech support. To have constant attitudes when the subject of bringing inoperable machines and their malfunctions  to your attention, is inappropriate. I think everyone in that store, except *******, should be retrained on how to talk to customers. You can't talked to frustrated customers any kind of way and think it is okay. Business close left and right. One OD closed on Memorial and I would'nt be surprised if this one was next. It is just a horrible store, in my opinion. Their Lies won't turn it into a good store. The truth will prevail. 

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

• Initial Complaint

  Date:11/04/2024

  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.

  Print shop service overpriced and made extra copies.

  

  Business Response

  Date: 11/06/2024

  Dear BBB,

   

  The system doesn't show we owe a refund of $118.00. We show the customer did pay for an order for $286.65 and I've confirmed we have a refund check for $286.65 being mailed out to the customer and it was mailed out on ******* via check # 9042335 and will take ***** days and she will receive. I also emailed the customer and advised her of this.

   

   

  ****** *****
  Executive Customer Relations | ********************** 
  ********************** | **********, *******;33496

  Customer Answer

  Date: 11/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:11/04/2024

  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 have contacted office depot/office max over 12 times and I keep getting the run around. I purchased a L shape desk back in July 2024 and they shipped the wrong desk to me. I refused delivery and immediately contacted customer service to discuss the issue. They notified me that I would receive a refund within 7-10 days. I have not received my money back. I have called and called and talked to many different people with no resolution. This is now the month of November 2024 and I have yet to receive my refund. Please help get this matter resolved.

  

  Business Response

  Date: 11/05/2024

  Dear BBB,

   

  The check was on hold with the check team to confirm if we had the correct address. I've confirmed the correct address and have asked for the check to be expedited to the customer. I also emailed the customer and advised her of this.

   

   

  ****** *****
  Executive Customer Relations | ********************** 
  ***************************;| **********, *******;33496

  Customer Answer

  Date: 11/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Vi *****

  Customer Answer

  Date: 11/19/2024

  I finally received my refund from office Depot. Thanks for getting involved in this matter and bringing it to a resolution.

  Vi *****