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

604 total complaints in the last 3 years.
139 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:11/14/2022
Type:Customer Service 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.
Customer sent dozens of files to location in *************, very sensitive and important personal and business documents. Store advised the customer of a pickup time, then refused the order.
Business Response
Date: 12/02/2022
Dear BBB,
Thank you for forwarding our customers complaint. I have contact customer and addressed his concerns. I sent customer an electronic gift card for his inconvenience, as the customer says he will continue to shop at our store.
Sincerely,
*******************
Executive Customer Relations
**********************
*************
Initial Complaint
Date:11/08/2022
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 do not mind giving credit where credit is due.. But here I must make a complaint... On Sept 29 2022 I ordered a desk on Officedepot.com.. Order Confirmation #*********-001.. Item was delivered Oct 10 2022 damaged. After a few different phone calls to Office Depot and the manufacturer I was then informed that said desk has been discontinued. Mind you after having to unpack the entire box to take pictures and email all broken pieces to then be told to package it all back up and they would do a return.. Box is all packaged ready for return to get a call from the freight driver telling me that these tractor trailer drivers Order Confirmation #*********-001 normally do residential pick **** If I could meet said driver with the desk.... No That is not how it was delivered which was an issue as well.. But that is not the issue... The issue is now my refund of $202.73.. The desk was returned back to Office Depot on Oct 24 2022.. I was then told I would see my refund in 3-7 business days.. That's fine except the 7th business day was Nov 2 2022... Here it is now Nov 8 2022 and still NO REFUND...Have called multiple times for them to tell me my refund is "PROCESSING" Called again yesterday.. Was told 3-7 business days and when I said I already waited those days and asked to speak w a manager was told they were ALL in a meeting and that someone would call me back..... NO CALL.. All I have to say is they did not wait 3-7 business days to take my payment... But here I sit on the 11th business day w NO REFUND... I will never ever use Office Depot again.. Not even for even a **** of paper..
Business Response
Date: 11/09/2022
Dear BBB,
Thank you for forwarding our customers complaint. The customer has been fully refunded for $202.73 and shows it settled in Office Depot system yesterday 11-8-22. I provided the customer the credit reference # and advised her it will post within 3-5 days depending on her bank if not already.

Sincerely,
***********************
Executive Customer Relations
********************
Case # ******-019323
Initial Complaint
Date:11/08/2022
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 Nov 1, 2022, I ordered on line -Viva Double 2 plY Multi Surface paper towels. I ordered 2 sets **** and 88 paper towels. I was given a confirmation and waited for my order to be delivered. After not receiving my order in 2-5 daysand since I called and was given a ticket number and was told my order would be delivered July 7. I received an email later that day stating the .01 price per roll was an error and that my purchase wont be delivered. As a consumer I feel I went by the price given and I should be allowed to receive my purchase. It wasn't an error on my part. I did what was necessary to place the order
Business Response
Date: 11/09/2022
Dear BBB:
Thank you for forwarding our customer complaint. We have emailed the customer with a heartfelt apology and in addition the customer account was credited and explained the pricing error policy.
Sincerely,

*************************;

Executive Customer Relations
**********************
Case 221108-019158
Initial Complaint
Date:11/06/2022
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 October 31, 2022, Office Depot advertised paper towels for $.03. I ordered three and paid shipping to be delivered on November 2, 2022. I called customer service and text their customer service line and was told "As I've checked with your order details, however, there was a pricing error on our website that day listing this item for one cent. Once the pricing issue was discovered the orders were held and did not ship. Again, I am so sorry!I explained to the representative, they must honor that price. If I was in the store, that price would be honored. Office Depot must ship out the three paper towels at the advertised price.
Business Response
Date: 11/07/2022
Dear BBB,
Thank you for forwarding our customers complaint. This was a pricing error in the system, and we cancelled and refunded all customers back and this customer was credited back for the $9.98. I advised customer of this error, and we issued credit and paper towels will not be shipping. I also provide customer the below link for **********************'s terms and conditions to cancel orders.

https://www.officedepot.com/l/help/terms-of-use?cm_sp=FooterLink-_-Terms-_-TermsOfUse

Sincerely,
***********************
Executive Customer Relations
********************
Case # (221106-002188
Initial Complaint
Date:11/04/2022
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.
Company discounted product. Called customer support to confirm there was no system glitch before ordering. Placed order and received shipment confirmation. Called to check status of order yesterday and was told items a scheduled for delivery. Received email today that order has been cancelled? Attempted to call to find out what changed in one day but unable to get assistance from anyone in customer service?
Business Response
Date: 11/09/2022
Dear BBB,
Thank you for forwarding our customers complaint. I have contacted the customer, and I explained that the order was cancelled due to pricing error. Customer received full refund for the order, and the issue is resolved.
Sincerely,
*******************
Executive Customer Relations
**********************
Case #******-016939
Customer Answer
Date: 11/09/2022

Complaint: 18359210

I am rejecting this response because: Requested a call back from rep as we never discussed the situation. He simply asked for my order number and I didnt hear from him until this morning and that was via email again. I asked via email for a phone call and never got a response back?

Sincerely,

*********************
Business Response
Date: 11/11/2022
Dear BBB,
Thank you for forwarding our customers complaint. We have contacted the customer, and we explained that the order was cancelled due to pricing error. Customer received full refund for the order. Also a letter was sent to the customer advising the pricing error would not be honored. This issue is resolve.
Sincerely,
*******************
Executive Customer Relations
**********************
Case #******-016939

Customer Answer
Date: 11/15/2022

Complaint: 18359210

I am rejecting this response because: No on from the company has obliged my request and contacted me regarding this matter I have also left messages requesting a call and to date no one has contacting me. I also have not received a refund

Sincerely,

*********************
Business Response
Date: 11/22/2022
Dear BBB,

Thank you for reaching out.

Unfortunately, the customer's order was cancelled, as the item purchased was erroneously displayed on our website for $0.01. While we make every effort to provide accurate information on our website, inaccuracies may occur.

The customer has received two separate refunds that were issued back to the original method of payment. A credit in the amount of $0.03 was issued on 11/4/2022 and the remaining $9.95 was credited on 11/8/2022.

Per our Terms of Use, we reserve the right to limit sales, including the right to prohibit sales to re-sellers. While we make every effort to provide accurate information, inaccuracies or errors may occur. We are not responsible for such errors. We reserve the right to make changes, corrections, and/or improvements to the information contained on this Site and to the products and programs described in such information, at any time without notice.

There may be certain orders that we are either unable to accept or must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason, including those made to resellers. Possible circumstances involving our canceling an order may be limitations on quantities available for purchase or inaccuracies or errors in product or pricing information.

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

*******************
Executive Customer Relations
**********************
Case #******-016939
Initial Complaint
Date:11/03/2022
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 recently started shopping with Office Depot. I visited this location a couple of times due to their "order ready in 20 minutes" guarantee. Each time I ordered, they were never ready within 20 minutes plus i waited in the curbside spot for over 10 minutes before someone brought out my order. Since my order was not ready within the timeframe, I was sent a $20 reward. I used the reward on a notebook. Since the notebook was under $20, I had to add another item to use the reward. So I added pens. My notebook was canceled. However, I still had to pay the difference for the pens which were under $10. I am not sure why the reward balance wouldn't fully apply to the pens if the store canceled the notebook. I was not able to fully use my reward. I reached out to see if there was anything I could do to cancel the order and use it in-store at different location that had the notebook in stock. I reached out by phone and chat. I was on hold for 30 minutes before I reached a representative. The representative put me on hold after we connected. It was silent for over 15 minutes before I asked if he was still there. He said he was and was looking into it. It was silent again for another 20 minutes. This happened 3-4 times before my call was routed back to the queue for another representative. While this is going on, I was also waiting on another rep through chat. I finally reached one after 40+ minutes. The rep provided automated responses to my questions and I dont feel as if she actually fully understood my questions. After 30+ minutes she did not respond. Another rep joined and apologized for the delay. She was worse. She said I could pick up the item at a location in another state. Then stated I could get me a $20 off coupon if I spent $75. Then offered a 20% off coupon. Then stated my reward did not work because I couldn't redeem it online. When I told her that the reward says I can use it online she restated she could give me $20 off of $75. This process took 3+ hours
Business Response
Date: 11/07/2022
Dear BBB,
Thank you for forwarding our customers complaint. I have contacted the customer and addressed the complaint. Customer is happy with resolution, and she accepted a $20 electronic gift certificate for the inconvenience. Customer has my contact information if further concerns arise on this issue.
Sincerely,
*******************
Executive Customer Relations
**********************
Case #******-000512
Business Response
Date: 11/08/2022
Dear BBB,
Thank you for forwarding our customers complaint. I have contacted the customer, and I addressed her concerns. $20 Rewards did not work on order, being that notebook was out of stock. Customer she accepted a $20 electronic gift certificate for inconvenience. I gave customer my contact information.
Sincerely,
*******************
Executive Customer Relations
**********************
Case #******-000512
Initial Complaint
Date:11/03/2022
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 seen a product online and I ordered it . The company lied and said its out of stock and they didn't want to honor the price listed when I purchased the item. I asked them to price match with another product and they don't want to. I want my product for the price I purchased. its not the customers fault they incorrectly posted this product online .
Business Response
Date: 11/07/2022
Dear BBB,

Thank you for bringing ***************** concern to our attention. Unfortunately, we are unable to fulfill the order based on our Terms and Conditions. We have issued a refund to the customer's account and informed her of our Terms & Conditions.

Sincerely,
*************************
Executive Customer Relations
********************** Inc.
Case 221103-019508
Customer Answer
Date: 11/08/2022

Complaint: 18355966

I am rejecting this response because:

Sincerely,

*******************
Initial Complaint
Date:11/03/2022
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.
10/31/22 I ORDERED VIVA 12 ROLL PAPERTOWEL WHICH WAS ONLINE FOR 1CENT I ORDERED 5 MY ACCOUNT WAS DEDUCTED ***** CENT WHICH SHIPPING WAS **** ,STATUS SAYS SHIPPED BUT HAS NO TRACKING FOR ORDER NUMBER ************ INFORMATION ,DELIVERY SAYS 11/1/22 8:30 TO 5P CST NOTHING HAS BEEN DELIVERED I CALLED OFFICE DEPOT ************ HOLD TIME IS AT LEAST ********************************************************************************************************************* 24 HOURS WITH RESULTS .I NEVER RECEIVED AN EMAIL AS OF 11/3 NOTHING .I ASKED IF THIS WAS A SCAM CALLER STATED NO,,, I PROVIDED MY CARD INFORMATION AS WELL AS JUST HORRIBLE
Business Response
Date: 11/04/2022
Dear BBB,
Thank you for forwarding our customers complaint. I have contacted our customer and resolved the issue. I have processed a refund for $10.75. I have provided my contact information to the customer, and I apologized to the customer for inconvenience.
Sincerely,
*******************
Executive Customer Relations
**********************
*************
Initial Complaint
Date:11/03/2022
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.
Office Depot has a breach in the system. On 8/15 an individual accessed my online account in store (#****) and made a purchase for $2,959.61. I noticed the transaction on my cc 8/16 and immediately reported the fraudulent purchase to the cc company who canceled the card. I then reported the fraud to Office Depot on 8/17 who advised the order would be canceled and told me to change my password and remove any cc on the account, which I did. At this point I thought the incident was over and there as I had canceled the cc and canceled the fraudulent order. Fast forward to October...the item arrived at my residents! This order should not have been processed as I canceled both the cc and the order with the vendor. I have reported that I have the item to the cc, who is now charging the cc because I have the merchandise and I need to work out the return with the vendor. I called my local Office Depot, explained the situation and they advise me that I could return the item to the store. When I arrive at the store they advise that since the purchase was made online the return would take money from their store and they cant afford to make the return and advise I call customer service. I called customer service to file another report and I am told I will receive a call in 48hrs, but no one called. I then contact the corporate office to explain the situation and and I want to return the merchandise (unopened) that I did not order and I would like to see the footage at the time of the incident so I can prove to the cc and the vendor that the person who was able to breach my account was not me, I can return the unopened item, receive credit back to my card and action can be taken against the individual (either employee or customer). The ********************** corporate office has yet to call me back (4x), being told I would receive a call within 48hrs and doesn't want to acknowledge the incident. I didn't make this purchase and just want to give the item back and receive credit.
Business Response
Date: 11/07/2022
Dear BBB,
Thank you for forwarding our customers complaint. A return was placed for customer, and she will be sending the item back to Office Depot and will be fully refunded once the return reaches the warehouse and is reconciled.

Sincerely,

***********************
Executive Customer Relations
********************
Case # ******-013991
Initial Complaint
Date:11/03/2022
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 purchased a Serta Smart Layers AIR Arlington Executive Chair from Office Depot through Amazon. The transaction date was on May 30th, 2022 and it was delivered on June 2, 2022. With taxes, I paid $211.99. I had used the chair for 4 months and the handle for the chair broke. The chair has a 10-year warranty, so I contacted Office Depot through Amazon on September 29th to facilitate a replacement or a refund, and they have been super difficult in aiding me to get a new computer chair or give me a refund.Firstly, they want me to return the ****** ********** the chair reaches their warehouse again, they will refund me $199.99 (only the cost of the chair) within **** business days. The problem is, I need a refund so I can buy a new computer chair as I work from home and utilize the chair every day. I cant wait up to 20 days for a refund. Also, I dont have the original box, or a box big enough to send the chair back in. Ive gone back and forth with them since Sept. 29th until now, November 3rd. I suggested they ship out a new replacement chair to me, and I'd use the box for the new chair to ship back the old chair. They refused and said they cant do that. They offered a *********** to come pick up the ****** I agreed because I am tired of going back and forth with them, and need a new ****** but then they said I have to pack it in a box for the pick-up. I went to multiple stores around me, and no Staples or ******* was carrying a box big enough to pack this computer chair in. I explained this to them, and they suggested I place an order for another chair of the same model, on Amazon, which is now priced at $379.99 (instead of the original $199.99), and that I can use the box for the new chair to send back the old chair. Once I send back the old ****** I am to contact them and they will refund me only the $199.99 I paid for the first chair. Now, I have to pay almost $200 extra to get a new chair due to a manufacturer error on their end.
Business Response
Date: 11/15/2022
Dear BBB,
Thank you for bringing Mrs. Afjei concern to our attention. The complaint has been successfully addressed. A new chair has been shipped which the customer has confirmed having received. Mrs. ***** has not had an opportunity to assemble the chair but, has agreed to contact me directly once she does.
Sincerely,
*************************
Executive Customer Relations
**********************
Case 221103-013246
Customer Answer
Date: 11/16/2022

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.

Sincerely,

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

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Office Depot, Inc. is BBB Accredited.