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

606 total complaints in the last 3 years.
140 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:09/19/2022
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 am a habitual printer. I print college books everything at OfficeMax. I went in today September 19th around 11:00 a.m. and I printed two pieces of paper. I was told that there is a service fee. I printed my own paper why would there be a service fee for me doing it myself. The young lady appeared to be clueless. But the other lady came with attitude and disrespect yelling that she's been there a year and that's the way that's always been. This is not true I have always went to the computer myself printed what I needed paid and left never being charged a fee because I'm doing it myself. There was a separate time there was an incident in the store with printing and I just walked away.. the stores staff need to be on one Accord on what's to be charged. I noticed there is a very high turnover rate and maybe this is because the attitude of the other employees. The store in ******* have definitely lost some decent people. I don't care if it's $1 it's my money and I do not pay for a service for horrible attitudes. If I go in and print myself service why am I paying extra? I attempted to call customer service to try to get an answer but the customer service is just as horrible. You have to go through $99,000 prompts just to get to a person and then that person is clueless. What's going on Office Max?
Business Response
Date: 09/26/2022
Dear BBB,
Thank you for forwarding our customers complaint. We explained the difference in services and she understands but was confused to why it was not explained better. We will also provide caching to our Associates.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 220919-010962
Customer Answer
Date: 09/26/2022

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:09/19/2022
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.
Recently I purchased an **** laptop from the Office Depot Website. The laptop that I purchased was being advertised as having a one year warranty. When the **** laptop arrived, I registered the laptop right away. The serial number is ***************. One of the reasons I purchased this laptop is because it stated to have a one year warranty. After registering it, it showed a two month warranty. **** asked me to send them a copy of my invoce and I sent the one that was in the box, a photo copy. They said it was not good enough. **** will not accept screenshots and will not accept anything that is emailed to me. And I should not have to be going through all of this. I called multiplie times to speak to someone in another country besides the US and was difficult getting them to understand my issues. I will include the photo of the invoice that **** said is not valid, and I need help with this huge problem. I purchased the lapttop from office depot with the email **************************
Business Response
Date: 09/29/2022
Dear BBB,
Thank you for forwarding us ****************** concern. The complaint is being addressed accordingly. Kindly provide us an extension to assure ****************** satisfaction.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 220919-000295
Customer Answer
Date: 09/29/2022

Complaint: 18043588

I am rejecting this response because:

So far I was told that ASUS would update my warranty to one year last Friday Sept 23rd 2022 and it did not happen. Now a week later I am being told that ASUS would update my warranty to the one year as advertised by this coming Friday Sept 30th 2022 and was told that ASUS needs to call me on the phone and I never gave ASUS my phone number and not sure why they would need to call me. So it is not resolved as of Sept 29th 2022 and wondering why it is taking this long. I bought this laptop with the advertisement of being one year warranty. The last message I got from ASUS, is that they are not updating my warranty. So hopefully it will be resolved soon.

Sincerely,

*************************
Business Response
Date: 10/03/2022
Dear BBB,
****************** warranty dates have been successfully updated and the customer is satisfied with the resolution.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 220919-000295
Customer Answer
Date: 10/03/2022

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.

It took weeks to get ASUS to give what was advertised and was extremely difficult. *************************, Executive Customer Relations with ********************** had a great attitude and was very patient in getting this problem resolved. I do thank her for the help.

Sincerely,

*************************
Initial Complaint
Date:09/13/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 4 boxes containing 2 sets of covid-19 tests which order # *********-001. They arrived all damaged and 4 days late from a delivering company which I have never heard of. The boxes were all crushed, and packaged with no care. I have called twice and was given reference #********, but there is still no update on the reshipment. I kindly ask that the are reshipped to me asap. Thank you.
Business Response
Date: 09/16/2022
Dear BBB,
Thank you for bringing the customer's concern to our attention. We have been in direct contact with Mr. ********, addressed his concerns and have submitted a replacement order.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 220914-000339
Customer Answer
Date: 09/16/2022

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,

*********************************
Initial Complaint
Date:09/13/2022
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.
On August 27th 2022, I purchased two items online from this business- a monitor and a chair. I received an email with receipt and no clear information about return policy, so when I picked up the items I asked about the return policy from an employee, verbatim was informed I had "14 days" to return items.The next day out of the box, before any assembly I noticed the chair was damaged in various areas (ie. misrepresented from the item as pictured online) --which I should have taken as a sign.Then on 9/6, the monitor started making a popping noise and the image started flickering on and off every few seconds (11 times within 1 minute and 24 seconds- I have video and can confirm this is a hardware issue via troubleshooting connection types ie. usbc vs. HDMI) making this completely unusable as the image will not stay on consistently. Fearing electrical fire, I unplugged it. On 9/6 @ 3:21 pm I contacted the store directly and explained the problem, I was informed that because I didn't have the packaging they were not going to help me. After that conversation, I submitted feedback to the store via email about my experience and did not receive a response.On 9/7 I emailed the corporate offices, explaining that I was given the incorrect information from their franchise store and have still yet to receive a reply a week later. On 9/13, I called Office Depot customer service, informed them of the faulty items received and they declined to help because I didn't have the box. I asked for any type of help, (ie. exchange, store credit, I even offered to give them the exact box of the potential replacement monitor---if all they needed was the box) they declined EVEN after they acknowledging negligence on their part for providing me with incomplete/incorrect information. They're selling sub-par products and damaged items and then refusing to help even after a representative of the store provided the incorrect information.
Business Response
Date: 09/15/2022
Dear BBB,
Thank you for forwarding our customers complaint. The store manager has engaged customer and advised customer can come back to store at anytime for return . The customer responded and will be bringing back to store.

Sincerely,
***********************
Executive Customer Relations
********************
Case # ******-000373
Initial Complaint
Date:09/12/2022
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.
In May of this year, I ordered a projector screen from Office Depot. As of today, September 12th, 2022, it has still not been delivered. I was initially aware of a delay in the shipment of the product by approximately one month. Not a problem. When it shipped in early/mid June, I was charged full price for the item at approximately $1,200. Having shipped it to a project partner, I was unaware it had not been delivered until early August. At that time, I contacted customer service and was told that the item was found in ***** at their shipping partners warehouse, but obviously had not moved in some time. The customer service representative told me that they would investigate and have the item delivered to my project partner within two business days. By early September, the item still had not been delivered. I attempted to contact customer service again via all channels, which was a problematic experience in and of itself. I unsuccessfully attempted to log into my account - thinking I just needed to reset my password, I tried that. The reset email never came, so I contacted "tech support" but the line never did anything except take a survey asking me if I was over 60 years old and then hang up, or just simply hang up. The password reset email has still not arrived, a week later... I attempted to text them as suggested by their website. Which then suggested I call their customer service number. Calling several times, the phone line simply dropped the call. After maybe a 10th attempt, it finally rang and I was eventually connected with a customer service rep. *** explained there was nothing they could do about the shipment stuck in ***** in order to expedite it, just that it would be investigated. Having been told this before, I explained that was simply not good enough and that if I was not contacted by them or their shipping partner within 24 hours as promised, I would file a complaint. Here we are, three days later, and I still haven't been contacted.
Business Response
Date: 09/19/2022

Dear BBB,

Thank you for forwarding our customer complaint. I contacted *************** via email and confirm the order regarding this complaint was in-fact delivered and confirmed she received it. However, during the review if her complaint she did bring to my attention there was another order she had not received. I have processed a full refund of order number ********* **** and apologized for the inconvenience and frustration this situation had caused.
The customer has my direct contact information should she have any further questions or concern regarding his matter. However, this issue has been resolved.

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

Executive Customer Relations
**********************, Inc
Case # ******-010758
Initial Complaint
Date:09/09/2022
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.
I visited this Office Depot store location on 09/03/22 in search of a printer. After finding the printer I wanted (HP ****e), I was informed that the store did not have any in stock. Instead, a store associate offered to place an online order for me & have the printer delivered to my house. I agreed and proceeded with getting assistance with the online order. My transaction totaled $508.18. I paid with a debit card. The following day, I received an email from Office Depot regarding my online order. The email notified me that my order had been cancelled and would not be fulfilled. I have tried to resolve this issue with several store managers, including *************** and the General Manager, *******. However, no solution has been offered. While they continue to tell me my order has been canceled and my refund should be processed, I still have not received the money I paid with my debit card that day. It has been nearly a week since then. With no success trying to work this out with the business, I am reaching out to the BBB in an attempt to collect my refund for both the printer as well as the 3-Year protection warranty I ordered along with it.
Business Response
Date: 09/13/2022
Dear BBB,
Thank you for bringing the customer's concern to our attention. The customer has shared her satisfaction after a full refund has been applied to the customer's account.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 220909-011161
Customer Answer
Date: 09/16/2022

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,

*********************
Initial Complaint
Date:09/09/2022
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.
09 04 2022 I went to office depot, one checkout was open. Customer a head of me was on her personal phone holding up the line while. she and a person with her continued to walk a round the store shopping. An employee was observing this for about five min A person walks in the store gets his items and that employee opens a register and waits on him like I was not in line. Office Depot on Staff Drive this same store sold me some products that do not work and the customer service is worst than this store. I contacted customer service for eight to ten times they minimally up dated my information and stated the store manager would contact me. It never happen. I gave the store manager and acting manager my personal information in person and over the phone and never got back with me. This company has treated me like garbage. The employees are rude and go out there way for only certain kind of customers. They know nothing about customer service. I should stop shopping with this company. I want my money back and pay me for my lost time for going back and forth and talking with that useless customer team and the one hundred number Take back your junk that does not work.
Business Response
Date: 09/16/2022
Dear BBB,

Thank you for forwarding our customers complaint. The store will issue a refund to the customer and get him a phone that works.
Sincerely,

*************************
Executive Customer Relations
**********************
*************
Customer Answer
Date: 09/22/2022

Complaint: 18001612

I am rejecting this response because:From:

Office Depot did not refund for no working phone set. They gave me anther set of phones. I already replaced. I did receive the other item that was not placed in the bag. Office Depot the company never address the issues of the store manager and assistant store manager. Why would this company not just take the phones and refund? A manager avoiding and hiding in the store. I had my receipt. ***** the manager refused to do what I requested. Office Depot, customer service continued to refer me back to the store. I waisted a lot of time going back and forth to that store.

Sincerely,

*******************
Business Response
Date: 09/28/2022
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to the customer a few times, and we have been unsuccessful at reaching him.

Sincerely,
Bella
Executive Customer Relations
**********************
Case 220909-011141
Initial Complaint
Date:09/06/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed a order for 30 boxes of Scentsicles advertised on website for .01 cent 99+ items in stock as of placing order. Said order was shipped and would receive by 8-18-22 spent 2 weeks talking with customer service and they continued to tell me wait its been shipped finally a new order was placed( a replacement order along with a refund I did not request. Told me order would be here 9-2 before 5 once again no order stating it is in ****** with 3rd party shipping once again now they are saying not shipped. First of all I feel they are not going to send it because they don't want to honor the price which was clearly advertised. I've been lied to for weeks now about what is really going on. The company ethics are surely lacking.
Business Response
Date: 09/07/2022
Dear BBB,

Thank you for forwarding our customers complaint.

We have reached out to the customer directly regarding this matter. Unfortunately, this item that was purchased was incorrectly listed on our website. As a result, the order was cancelled and a full credit has been issued back to the original method of payment.

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

*******************
Executive Customer Relations
**********************
Case #******-000348
Customer Answer
Date: 09/07/2022

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,

*******************************
Initial Complaint
Date:09/05/2022
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 purchased a computer through Office Depot online, as well as a Family Subscription to Office 365. The computer turned out to be defective and completely stopped working after only a few uses. The computer had an expired manufacturer's warranty which Office Depot denied until they discovered it after several hours on the phone with customer service. The code for the 365 subscription was never delivered, and I had to purchase a new subscription. Eventually, they did allow me to return the computer. However, they refused to refund the ****** I paid for the 365 subscription. I asked them if there was any way to transfer the subscription to another computer. I would have been okay with that. They stated that could not be done, because of the way they sold it. They refuse to refund the $****** for a subscription I cannot use, because they sold me a defective computer with an expired manufacturer's warranty, even though it was described as having a one year warranty on the website. They should refund the ******, because they never delivered the product, and even if they had, it was rendered unusable, because it could not be uninstalled from the faulty computer they sold me.
Business Response
Date: 09/07/2022
Dear BBB,

Thank you for forwarding our customers complaint. We have issued the customer a refund for *************************

Sincerely,
*************************
Executive Customer Relations
**********************
Case 220905-006117
Initial Complaint
Date:09/05/2022
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.
Ordered chair in wrong color and started exchange immediately. After more than a month and multiple attempts to have ******* actually show up to pick up chair, the item was returned. I immediately called and was assured my refund would be made in 3 to 7 business days, I still don't have a refund on my credit card. I have emailed and called numerous times to no avail. I want the refund processed.
Business Response
Date: 09/07/2022
Dear BBB,

Thank you for forwarding our customer complaint. I originally contacted *************** via email, then followed up via phone to discuss her complaint in more details.The customer provided proof of her return and have processed a full refund of her order # *********-001. I apologized for the delay in resolution and thanked her for her cooperation. I advised *************** to please allow 3-5 business days for the credit to be reflected in her account.
The customer has my direct contact information should she have any further questions or concern regarding his matter. However, this issue has been resolved.

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

Executive Customer Relations
**********************, Inc
Case # ******-003801

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Office Depot, Inc. is BBB Accredited.