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

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

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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:10/17/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 8th, 2022, I ordered a printer online via the Office Depot website, Order # *********-001, from the *******, ** Office Depot store, along with a 30% rewards Coupon 18SEYJ12B4Y59H. I prepaid via Credit Card, received an "In-Store Pickup" receipt, and drove 1.5 hours from my location to *******. The printer was not in stock; however, there were two in nearby ************, so they would hold the printer for pickup there. At the ************ store, I picked up the printer and I also purchased an additional warranty for the printer, Order # ***************** (which I later refunded at another store). When I get home, I found out that the original order was cancelled due to the printer not being in the ******* inventory, and that the credit card payment could not be applied to this printer that had I already received.I have since talked to the ******* store manager (the ************ store manager was not available to discuss this matter with me) because I do not want to receive a free printer. He agreed that I could do a web order to the ************ store and that would pay for the printer I already received (Order 272732241-001). However, my original 30% Coupon could not be applied to this new order, and the ******* manager told me that I could call Office Depot Rewards to have this 30% Coupon applied to my new Order. Despite multiple calls and attempts to escalate, this did not happen. My desired resolution is the 30% store credit to the $1099 purchase, which is simply what was promised in the coupon when I originally completed the transaction.
Business Response
Date: 10/20/2022
Dear BBB,

Thank you for forwarding our customers complaint. We have assisted the customer with the requested accommodation.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 221017-019098
Customer Answer
Date: 10/21/2022

Complaint: 18234506

I am rejecting this response because:
The "Available Rewards" I see listed in my account is $50. The "30% Back in Rewards Welcome" was for 30% for a $1099 Printer, which should be around $329.70 credit, not $50 credit. I attached the coupon with the BBB complaint, and I believe this is exactly the credit I would have received if the order had not been cancelled after I left to pick up the printer in question. Please apply the correct credit.

Sincerely,

Alden Temps
Business Response
Date: 10/25/2022
Dear BBB,
Thank you for forwarding our customers complaint. I clarified with the customer the dollar amount of the rewards that were added to his account, and how it was calculated.
Sincerely,
*************************
Executive Customer Relations
********************
Case #******-019098
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,

Alden Temps
Initial Complaint
Date:10/10/2022
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 ordered a desk, hutch, and bookcase from office depot online on 9/22/22. Order #*********-001 for item #*******. The desk shipped to me in four portions. The hutch, the book case, one side of the desk, and the other. I had two of the portions put together when I realize the third box has a damaged desk, and the fourth box, has a shattered hutch with alot of damaged wood. I asked the company to send me the parts to fix it. They say it's through the manufacturer so they cannot do anything about it and I would have to call ****. So I decided to return the item. They tell me it can only be returned via them picking it up. I have spoken to office depot NINE times to get my item picked up and they continue to refuse to pick it up. They say someone is scheduled to pick it up, but they never do. I have spoken to NINE supervisors and not one person has helped me solve the problem. Escalation #********, escalation #******-011969, Confirmation #*********, Inquiry #********, They are holding$1067.00 of my money and refuse to come pick up the desk and will not allow me to deliver it to the store. I WANT MY MONEY BACK for the broken product they delivered!
Business Response
Date: 10/14/2022
Dear BBB,
Thank you for forwarding our customers complaint. I am still actively working with our customer towards resolution and the customer has my direct contact information. Sincerely,
*************************
Executive Customer Relations
Office Depot
221010-014943
Initial Complaint
Date:10/10/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My office Depot account was hacked into. I found out only when my PayPal account was charged. This happens within a 24-hour period of the offense. I called Office Depot to alert them and to cancel the order. Spoke with the rep and supervisor, both of whom promised to cancel the order. Emailed the supervisor twice no response. The order was shipped anyway. I am attempting to get my money back. I have contacted both ******************************** Found the shipping information and am attempting to get the shipment returned to the sender. This is insane that I have to go through this much to get my money back when Office Depot do not seem to be concerned about accounts being hacked into or customers being charged for unauthorized merchandise. I want my money back and an apology to acknowledge that Office depot is doing something about safe guarding customers accounts.
Business Response
Date: 10/12/2022
Dear BBB,

Thank you for forwarding our customers complaint.

We have reached out to the customer directly regarding this matter. There were orders placed using the customer's PayPal account via their ************************** account. The customer has since requested that their account be deleted and this request has been successfully submitted. We have also made the customer aware that this can take **** weeks for the system to fully opt out. We have offered our sincerest apologies for this matter.

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

*******************
Executive Customer Relations
**********************
Case #******-014946
Customer Answer
Date: 10/16/2022

Complaint: 18192722

I am rejecting this response because: The business will not acknowledge that my account was hacked into on there website. The hackers used my PayPal account because it was setup for automatic use on there website. It has since been disabled, passwords changed and I have asked to have my account deleted from there website. The business has danced around the face that they did not safe guard my information. Nor will they acknowledge it. This makes me unsure that my account will get deleted and I am open to more hacking. I do not believe it will take **** weeks to have my account deleted and feel that this is a merger apology to resolve the issue, without proper resolution.
Sincerely,

*********************
Business Response
Date: 10/24/2022
Dear BBB,

Thank you for forwarding our customers rebuttal.

We have previously reached out to the customer directly regarding this matter. We make every effort to protect our customers' personal information and we do take this matter seriously. We have also deleted the customer's information from our system, as requested.

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

*******************
Executive Customer Relations
**********************
Case #******-014946 / 221017-019188
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,

*********************
Initial Complaint
Date:10/10/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/29/2022 I bought my son a desk (Realspace Chase) for college. It was $189.99. When we started assembling we could only assemble part of the desk because there were defective parts. The top has a cracked corner and 4 other pieces have defective cam holes so that the boards could not be securely connected. After 2 phone calls and multiple emails with customer service, the replacements parts were sent to us. When we received the parts, several of the pieces were missing. We received 2 Part "F" pieces and only 1 was needed. There were no connector pieces: cam bolts, cam locks and dowels, so we we could still not assemble the desk. We now have poor quality desk pieces sitting around and cannot assemble it. I would like Office Depot to refund the $189.99. I will gladly return the pieces of the desk. This was bought at an Office Depot store:From the receipt:UPC code: EVPVTA3XPU655XX8ER SALE: 6671-1-5412-1013342-22.7.2 Desk: *******
Business Response
Date: 10/11/2022
Dear BBB,
Thank you for forwarding our customers complaint. I spoke with customer apologized and we have submitted for a check for the full refund of $189.99. Customer happy with this outcome.

Sincerely,
***********************
Executive Customer Relations
********************
Case # ******-009883
Customer Answer
Date: 10/12/2022

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:10/09/2022
Type:Customer Service 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.
To whom this may concern,Hello. I'm contacting the BBB to touch base with Office Depot **** to follow up on a request that I submitted to Office Depot's support team but never heard back on. I would like to request that my officedepot.com online web site account be closed and deleted. I no longer want to own the account and have no need to shop at Office Depot any further at this point, so for data security and privacy reasons I would like the online account closed/deleted to the furtherest extent allowed by data privacy/retention laws to ensure no activity is done on the site in my name. I attempted to call Office Depot customer support, text customer support, and write to ********************** using the support email address, and have not heard back from any representative regarding my comments. I would like the BBB to follow up with Office Depot **** to ensure that my privacy rights are respected and this request is followed to the fullest extent possible. The account/data being referred to in this complaint is tied to the name, phone, and email address of this BBB complaint. If any additional information is needed to complete this request to close/delete the account, please don't hesitate to reach out to me. I will work with Office Depot and the BBB to fullest extent possible to ensure my request is completed.
Business Response
Date: 10/11/2022
Dear BBB,
Thank you for bringing ******************** concern to our attention. The customer has shared his satisfaction after having closed his accounts and deleted his information.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 221010-000381
Customer Answer
Date: 10/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I appreciate Office Depot Inc.'s willingness to quickly resolve this matter and complete the data privacy request I had mentioned in my original complaint filed with the BBB. With this being said I find that this resolution is satisfactory to me, and do not intend to pursue this matter further.

Sincerely,

*****************************
Initial Complaint
Date:10/09/2022
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.
see scanned doc.pf
Business Response
Date: 10/13/2022
Dear BBB,
Thank you for forwarding our customers complaint. We have reached out to the customer since there was no attachment on this complaint. He mentioned that he would send it to us via email. Once we receive it, we will work with the customer internally.
Sincerely,
*************************
Executive Customer Relations
**********************
221011-018123
Initial Complaint
Date:10/07/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
That was by far the worst purchase experience I have ever had in any major, reputable retailer.I purchased two items online, a desk and a chair, in the same order. I paid $523 total, $400 of that amount using gift cards and $123 on my credit card.The desk, however, arrived damaged, one of the drawers was unusable. I tried to return it using the chat, and they had me call customer service. I called and they told me to just return the item at the store. At the store, they told me to contact customer service by phone, so really no one takes any accountability to resolve problems in this company.The store closest to me is unbelievably understaffed, employees are unmotivated and disgruntled. Must be a terrible place to work. After insisting for a bit, a manager was called but was unable to make the return because the order was partially made using gift cards. I asked if I could do an exchange for merchandise instead, she said yes.I chose another desk and a few more items, came back to cashier but then she couldn't complete the transaction for whatever reason, again mentioning the gift cards and insisting for me to call customer service.I called and after a long wait the agent appranetly resolved the situation - he told me they would send a check for the refund amount, and that I could do whatever I wanted with the desk. I asked for a confirmation email, which arrived shortly thereafter. The table was already at the store at this point, I didn't want it, and it was really heavy, so I left it there and went home certain everything was dealt with and the check would arrive in a couple of weeks.To my surprise, the next day I get another email saying the refund was completed with an e-merchandise card!! Absolutely outrageous. At this point I had already ordered a desk somewhere else and was counting on the refund check to apply to my credit card balance for this purchase. I had no use for an Office Depot e-merchandise card.I can understand that a purchase made wi
Business Response
Date: 10/10/2022
Dear BBB,
Thank you for forwarding our customers complaint. I had a check created and submitted for it to be mailed to customer for full refund. I had the gift card devalued.

Sincerely,
***********************
Executive Customer Relations
********************
Case # ******-014717
Customer Answer
Date: 10/11/2022

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:10/07/2022
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.
The Office Depot website clearly advertises that ********************* ink will post to a members account the next day. The page on the website is:https://www.officedepot.com/l/rewards/exclusive-savings I recycled ink on October 1 and made a qualifying purchase. As of October 7, I have not received any rewards. I contacted Office Depot customer support in a chat room and spoke with ******************************* on October 7. During an extremely rude customer experience, I was told the rewards will not process until November 30. It is clearly false advertising and BBB needs to know what Office Depot is doing.
Business Response
Date: 10/14/2022
Dear BBB, thank you for bringing this Rewardst issue to our attention. We have reached out to customer, ********************* via email with an apology and resolution for Rewards Issue.We have processed an electronic gift card in the amount of $10.00 and have emailed him of same. We have provided the customer with our contact information for further assistance. We recently discovered issue with Rewards issued this month. They are not accessible yet. The team is working to fix it but there is no ETA at this time. He'll also get the rewards when it become available.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 18182992

CASE ID: ******** On October 22, 2021, you provided the following information:
Customer Answer
Date: 10/15/2022

Complaint: 18182992

I am rejecting this response because:
Office Depot states: "Sent email with an apology and resolution for Rewards Issue. We have processed an electronic gift card in the amount of $10.00 and have emailed him of same"
I have received neither an apology nor a gift card. They admit that their rewards system doesn't work, yet they continue to advertise it on their website?
*********************
Business Response
Date: 10/18/2022
Dear BBB,
I'm sorry there some miscommunication. The information I provide t was for a diffrent customer. At time that Mr. ****** issue was on my desk, I also had a another customer issue with Rewards. I've reached out to Mr.****** offered my sincere apology. Sent him an egift card in the amount of $20.00.

Mr ** alternate and letting you know that it's available and can be shipped within 3 days. Regards to the item ******* HP Laptop you ordered is no longer available and discontinued. Please bear with me while I work with our merchants team for resolution to your complaint. Regards, to your account begin charge it was held authorization. You were not charged. Once the order was deleted. Depending on your card issuing bank internal guidelines your funds should already be released.

Customer Answer
Date: 10/22/2022

Complaint: 18182992

I am rejecting this response because:
The response from Office Depot was that there was "miscommunication" and information provided was for a different customer. Now I am wondering how much of my personal information was mistakenly shared with another customer?
********************** said they reached out to Mr ****** with an apology. They can't even get my name right?
Then to top it off, Office Depot states "Regards to the item ******* HP Laptop you ordered is no longer available and discontinued. Please bear with me while I work with our merchants team for resolution to your complaint. Regards, to your account begin charge it was held authorization. You were not charged. Once the order was deleted. Depending on your card issuing bank internal guidelines your funds should already be released."
I never ordered an HP laptop, never ordered ANY laptop, and never complained about a credit card charge. This response was obviously meant for someone else.
Office Depot obviously places no importance on complaints, and this only makes me more concerned that my personal information has been sent to the wrong person.
-*********************
Initial Complaint
Date:10/06/2022
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 bought a Epson Epson Workforce Pro WF-**** Wireless Color Inkjet All-In-One Printer for 250 dollars at Office Depot In ********** 1 week ago and they said they would email me the receipt. I never got it. The printer printed one page and went through ***** cartilages and wouldn't work again. Office Depot wouldn't give me a refund because they never gave me a receipt.
Business Response
Date: 10/21/2022
Dear BBB,
We have reached out to **************** and have attempted multiple times to obtain the necessary information. **************** advised he paid with cash and we have been unable to locate the transaction from the store he provided. He did provide the serial number of the printer and we were advised by the vendor that it was incorrect. We have not been able to obtain the correct information from **************** to resolve this issue and are unable to provide any refund without pertinent information.
Sincerely,
*************************
Executive Customer Relations
**********************
Case 221007-000556
Customer Answer
Date: 10/21/2022

Complaint: 18179843

I am rejecting this response because: I haven't gotten a response since they I gave them all of the information they wanted. They last asked me for a picture along with 100 other questions. They have the worst customer service. Im better off shopping at Walmart.

Sincerely,

***************************
Business Response
Date: 10/26/2022
Dear BBB,

Thank you for forwarding our customers complaint. We have requested *** ****** to provide us a picture copy of the serial number of the printer multiple times. Unfortunately,he has not. If he is willing to provide us that information requested, we are here to assist him. As of todays date,10/26/2022 we will be closing this complaint.

Sincerely

*************************
Executive Customer Relations
**********************, Inc
Case#******-012227
Initial Complaint
Date:10/04/2022
Type:Customer Service 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.
Return a defective product nightmare.Took 5 calls to customer care - who no one monitor!!!! They asked me if I'm mad ? if yes maybe to monitor my blood pressure.3 agents hanged up when I asked a supervisor and laughed over the phone between themself...I WILL NEVER DO BUSINESS WITH OFFICE DEPOT EVER AGAIN - IF YOU DECIDE TO SEND YOUR CUSTOMER SERVICE TO THE ********** YOU BETTER MONITOR THE CALLS AS THEY TREAT CUSTOMERS LIKE THEY DONT CARE
Business Response
Date: 10/06/2022
Dear BBB,

Thank you for forwarding our customers complaint. I have contact customer and resolve issue. Refund is completed. Customer accepted $25 gift certificate, and he will continue to shop at Office Depot.

Sincerely,
*******************
Executive Customer Relations
**********************
Case#******-012169
Customer Answer
Date: 10/07/2022

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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