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
- 605 total complaints in the last 3 years.
- 139 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/02/2022
Type:Product IssuesStatus: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.
Last year when I had issues you helped me with an Office Depot problem they issued me a gift card for $60 which I saved for a rainy day as I am in the military. I went to use the card last month and of course *************** answered the phone again and told me there was no money on the card and we're very rude and ignorant. The customer service line is in *************** which is redundant and useless. They are very ignorant and belligerent. I want either my card Reloaded or another card issued I shouldn't have to worry about money being taken back from a gift card just because it's sitting there that is absolutely repugnant. I wanted to buy ink for my printer to print my cards for the holidays and Office Depot has been nothing but problems at this point I'd like my money refunded in the form of a check no more gift cardsBusiness Response
Date: 11/29/2022
Dear BBB,
Thank you for bringing ********************* concern to our attention. We have successfully addressed the customer's complaint.
Sincerely,
*************************
Executive Customer Relations
********************** Inc.
Case 221110-005133
Initial Complaint
Date:10/31/2022
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a business account for Office Depot. The business account is called ODP Business Solutions and that is who my complaint is through. I do not have their mailing address; however, their phone number is **************. I returned an office chair (order #*********) that was picked up from my business on August 19, 2022. I still have not received the refund of $239.99, and I have contacted them repeatedly. Every time I am told that this has been processed, a date and time that it was processed, and that I will hear back in 3-5 business days. I have NEVER heard back in 3-5 business days, and I still have not received the refund. I have emailed, called, chatted, and contacted my local Office Depot store who called twice on my behalf. I still have no refund. I am attaching notes that are on my account. However, I have contacted them more times than are listed on these notes.Business Response
Date: 11/03/2022
Dear BBB,
Thank you for forwarding our customer's complaint. The credit has been reconciled as of 11/3/22 and customer has been contacted.
***************************
Executive Customer Relations
Office Depot
Case# 221031-012059
Customer Answer
Date: 11/08/2022
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. I have finally received the refund on 11/8/22.
Sincerely,
*****************************Initial Complaint
Date:10/28/2022
Type:Service or Repair IssuesStatus: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 desk from office depot and the door screws pulled out and there is 2 big holes nowBusiness Response
Date: 10/31/2022
Dear BBB,
Thank you for forwarding our customers complaint. The desk has an active 5-year warranty. The warranty team is assisting customer and getting the needed part shipped out to customer.Sincerely,
***********************
Executive Customer Relations
********************
Case # ******-009300Initial Complaint
Date:10/25/2022
Type:Sales and Advertising IssuesStatus: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 husband and I have returned multiple ink cartridges to Office Depot and have never received our credits and have been unable to view the credits on our online account with Office Depot. Office Depot has made a lot of money over the years due to our recycling of ink cartridges. We, on the other hand, have earned nothing due to a policy that makes earning the credit confusing and nearly impossible to acquire. To clarify, returned cartridges are not displayed on customer's account and no credits are shown unless the customer makes a purchase of at least $10. After the purchase, not immediately, the credit will be displayed and then the credit, if there is any due to having to spend $10, must be used within the month that the cartridges were returned in order to use the credit. What a fraudulent promotion and process. First of all there is no record of the recycled cartridges on the customer's account, secondly the requirement to spend $10 in order to see a credit, wait, and then use the credit (if there is any remaining after having spent $10) towards a purchase is convoluted and leads to customers giving up and Office Depot profiting. This is very disappointing.Business Response
Date: 10/26/2022
Dear BBB,
Thank you for forwarding our customers complaint.
We have reached out to the customer directly regarding this matter. We have advised the customer that $2.00 back in Rewards can be earned for each recycled cartridge, up to 10 per month, when a $10 qualifying purchase is also made in the same month. Recycling Rewards will then be posted to the customer's Rewards account the day after the $10 qualifying purchase is met. The recycled cartridges will also reflect within the account online at this time. The Rewards will be issued as a Rewards Certificate online.
We found that the customer previously recycled eight ink cartridges in total between 3/2/2022 and 10/8/2022, however, it does not appear that a qualifying purchase has been made as of yet.
As a gesture of customer service, we have submitted a one-time accommodation to the customer's Rewards account in the amount of $20.00. The customer will receive a notification via email when the Rewards are available for use online.
Please let us know if we can be of any additional assistance with this matter.
*******************
Executive Customer Relations
**********************
Case #******-000473Initial Complaint
Date:10/24/2022
Type:Service or Repair IssuesStatus: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 ordered the pick-up and destruction of 30 boxes of sensitive documents. Office Depot charged me for this service and then sub-contracted the job to *************. When I called Office Depot for information regarding this paid service, they instructed me to call Iron Mountain. When I called Iron Mountain, they referred me back to Office Depot.Obviously, neither party was committed to fulfilling this order. I am registering this complaint against Office Depot because they took my money with no intention of completing the service.Business Response
Date: 10/26/2022
Dear BBB,
Thank you for forwarding our customers complaint. The customer was fully refunded for the order. I advised customer to allow 3-5 days or so for the credit to post***********************
Executive Customer Relations
********************
Case # ******-017692Initial Complaint
Date:10/23/2022
Type:Product IssuesStatus: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 appears to offer false ********** ******* were major issues with the service. Today, I needed to upload photos for an upcoming court case. Office Max had a 30% off coupon that popped up in the middle of the screen stating "30% off Photo Products - Excludes Custom ****************** offer expires 11/19/22. Valid in store or at officedepot.com/print only. Must present this original coupon (reproductions not valid) to cashier in store at time of purchase. To redeem online, enter the coupon code to cart at checkout. Not combinable with Store Purchasing or Store Discount Cards; Rewards Member or Business Select Member pricing; or other offers and promotions. Not valid for purchases made in Office Depot or OfficeMax clearance/closing stores. Coupon is good for one-time use only, is not transferable, and is not for resale or auction. No cash back. Excludes Taxes. Void where prohibited. We reserve the right to limit quantities sold to each customer. Limit 1 coupon per household/business. Coupon expires 11/19/22." I uploaded my photos & attempted to check out. I received an error. Not only was there a system error. The system told me that the Office Max store that is 5 minutes away was "Out of stock". It said the same for the next nearest location. I would have to drive to the ******** location, which is about 30 minutes away. I had no choice. I called the customer service number this morning & spoke to a rep who confirmed that the coupon could be used. She said she was going to put me on hold for a minute, but I was on hold for about 20 minutes. She came back & said she couldn't assist because the item wasn't in HER shopping cart. 25 minutes into the call, she finally agreed to issue an adjustment for the 30%. She asked me to place the order first. I did. Soon after, I received an email saying that the order was ready for pickup. I drove all the way out there, only to learn that my order was cancelled! Another email was sent after that one! No call, no nothingBusiness Response
Date: 10/26/2022
Dear BBB,
Thank you for forwarding our customers complaint. I have contacted our customer and resolved the issue. I have addressed our customer concerns, and her pickup order was completed with a 65% discount. Customer is happy with resolution, and she will be picking up her order today! Customer has my contact information if further concerns arise with this issue.
Sincerely,
*******************
Executive Customer Relations
**********************
*************Initial Complaint
Date:10/21/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased office equipment on 9/24/22 for a total of $522.22 plus the produce of ************** putting the furniture together for $265.00. Delivery was set for 10/5/22 and then I got a call moving it up to 10/12/22 and that the ************** would come the same day. I accepted their professional judgement that the furniture would arrive before the APollo company was scheduled to put furniture together same day. October 11 ****** called to confirm appt at 10 am on 10/12 to put furniture together. October 12 Office Depot called me at 2:30 pm saying they were running late.****** could not come later as scheduled at 10am for my order.APollo could not reschedule their service until November now.I told Office Depot they should not scheduled both companies on same day if they cannot deliver furniture by 10am to meet the ************** to put furniture together. Office Depot told me to refuse the order since I had no one to put the furniture together. They would immediately process a refund. I received a call from Office Depot on 10/14 stating they would refund the $522.22 plus $265 for ****** services that they charged me on 9/24. I have called 4 times to get my refund. Today I was transferred to a supervisor who kept saying she could not hear me and hung up. No money has been returned to date of 10/12/22 No resolution and I want my money back.Business Response
Date: 10/26/2022
Dear BBB,
Thank you for bringing *****************' complaint to our attention. As requested by the customer, a refund of the furniture order and its assembly has been applied to the customer's account and the complaint has been addressed internally. The customer has been made aware of this and is satisfied with our response.
Sincerely,
*************************
Executive Customer Relations
Case *************
Initial Complaint
Date:10/20/2022
Type:Service or Repair IssuesStatus: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 had ordered/purchased a Wi-Fi router online from Office Depot on 9/22/22 and had requested a one day delivery as I was supposed to travel on 9/24/22. I double checked with Office Depot customer support team of the item will be delivered timely before my outbound international flight and they said yes. Due to delivery truck malfunction the delivery was delayed to a time when I wont be able to receive the delivery. I immediately called them to cancel the order. They confirmed the delivery person will take back the order and the refund will be issued in 5 business days. Since then I have been trying to get my refund and have called them 7 times but unable to receive my refund. I am not in the US otherwise I would have returned in person. I feel helpless and Shame on Office Depot customer service team for this fraudulent charge. Here is the list 1- unable to deliver in time 2- unable to issue refund in time 3- unable to verify if I received the delivery 4 - caused me hassle last moment to find a different router which o could revel withBusiness Response
Date: 10/25/2022
Dear BBB,
Thank you for forwarding our customers complaint. We have assisted the customer with a refund.
Sincerely,
*************************
Executive Customer Relations
Office Depot
221020-004420
Customer Answer
Date: 10/25/2022
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,
*******************Initial Complaint
Date:10/19/2022
Type:Delivery IssuesStatus: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 10, 2022 I received a voicemail from April at *************) informing me that she was "calling from Office Depot credit card authorization and this is for Rut I'm calling in ************** order number ********* and I'm really sorry to inform you that your order" (I did not place an order and I did not request the tech service because they stopped serving in September ************************************** October 2021) "is placed on hold because the billing address of the card so please guy need to call us back I'll call back number is ************** extension one please make sure it is up to the order number when you call us back I'm really sorry for the loss to you I'm sorry for helping with Office Depot have a great day bye...." There was also another order number *********. One order was for $99.00 and the other order was for $129.00. On the 11th I spoke with departments at the above telephone number and they informed me that they would reimburse me. My bank account has a debit for $129.00 and the $99.00 was showing on my account the week of the 10th. I am writing to ask for assistance in this matter that was initiated by your staff. Thank you very much.Business Response
Date: 10/24/2022
Dear BBB,
Thank you for bringing *************************** concern to our attention. The customer's concerns have been addressed and ***************** has shared her satisfaction with our response.
Sincerely,
*************************
Executive Customer Relations
********************** Inc.
Case 221020-000005
Initial Complaint
Date:10/19/2022
Type:Delivery IssuesStatus: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 Depot/OfficeMax has some of the worst customer service that I have ever experienced. On 9/22/22 I placed an order for a cotton candy machine and sugar to arrive on 10/04/22.By 10/06/22 my items had not arrived. I received an email from ***** telling me that my items are available but because they are in two different warehouses they wont ship both, he asked me which item I wanted cancelled. **************** should have taken care of it for me by placing a new order with just one item so I could receive a package from each warehouse.***** refused to provide any solution other than canceling one of my (available) items or canceling the entire order. After several emails requesting that both items be sent to me, on 10/14/22, I asked for the issue to be escalated to a supervisor. Each response would take 3 or more business days, but I responded within hours.I tried calling customer service and talked to *** and ****** but neither could help me correct my order. I also tried using the text support on 10/14/22 and talked to **** who was also unable to help. It was obvious that this is ***** based support and the employees dont have any ability to actually answer questions and fix problems. This sad excuse for customer service derailed my party plans. On 10/18/22, the day before my event, I received an email from ************************************* that said my entire order was cancelled. The only reason was that since vendor not able to fill the order.The order number is ********* and the items I ordered are items ******* & *******. Subtotal $51.98 Because this issue has taken over 3 weeks to resolve, item ******* is no longer in stock and I had to purchase a replacement from a different retailer. Item ******* is still available and I still want it. To correct this terrible experience, I would like that item sent to me, with free shipping (like my original order had) and I would also like a discount on the item for this extensive inconvenience.Business Response
Date: 10/20/2022
Dear BBB,
Thank you for forwarding our customers complaint. I have contacted our customer and resolve the issue. I reordered item for customer with discount, and I waived the delivery. Customer was happy with resolution, and she agreed to call me if further concerns arise.
Sincerely,
*******************
Executive Customer Relations
**********************
*************Customer Answer
Date: 10/24/2022
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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