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

607 total complaints in the last 3 years.
141 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:07/25/2022
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 ordered a glass desk chair mat on 6/16/2022 and Office Depots delivery service failed to deliver and sent a message the item was lost/missing. Office Depot recommended cancelling the 1st delivery and ordering new product. **************** ordered a 2nd chair mat and gave me a discount for the confusion. They also issued a refund for $86.95 for the missing item. The refund has not occurred over the last month and a half and they continually give excuses & new timelines for the refund but they have not issued the refund. I have the most recent email confirming I am owed the refund, but they have blown past the latest deadline and no refund.
Business Response
Date: 07/27/2022
Dear BBB,

Thank you for forwarding our customer complaint. I contacted **************** via email and advised him that I have processed a full refund of his order number 250873484-001 for $86.95. He may keep, donate, or discard the item but a return is not required. This issue has been resolved on my end.

Sincerely,

****** Bell
Executive Customer Relations
**********************, Inc
Case # ******-000369
Customer Answer
Date: 07/28/2022

Complaint: 17622566

I am rejecting this response because: this response is exactly what I have been told for over a month. Office Depot says they processed the refund and issue a new timeline but the refund doesnt happen. This has been repeated multiple times. You also mention I can keep or dispose of the product in question, but Office Depot has had the erroneous 2nd product returned promptly after it mysteriously arrived. That return was confirmed over a month ago and the refund was due over a month ago.
I checked my account this morning and there is currently no credit to my card that was used for purchase.

Sincerely,

***************************
Business Response
Date: 07/29/2022
Dear BBB,
Thank you for forwarding our customer's rebuttal. The credit for $86.95 was submitted on 7/27/22 and processed back to our customer's account on 7/28/22. I sent **************** an email this morning to let him know his account has been credited and I provided his bank's reference number for the credit. Additionally, I am sending **************** a $25 e-gift card today, as a gesture of customer service. I hope **************** will continue to shop with Office Depot.
Sincerely,
*********************
Executive Customer Relations, **********************
*************

Customer Answer
Date: 07/29/2022

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:07/25/2022
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.
I found my account has several fraud activities on July 18 and 19, 2022. On July 19, an pickup order used $48.29 of my account reward cash. On July 19, three orders were placed using my default credit card on profile but these three order were canceled. All these order are fraudulent activities related to a OfficeDepot store at ******** which is not my residence state. I called customer services of ********************** On July 25, 2022 and they cannot help to solve the security problem of my account and keep asking me change my credit card number. The problem is the first order on July 18 is paid only by my account rewards. How could the thief pass the id check at store when redeeming reward point at store? I think the Home depot security control needs to be enhanced. ID check is not strictly executed in store. Online account does not have any security control such as 2-factor authentication. i am asking the the compensation of the my rewards points. Since I cannot rely on the poor security management of OfficeDepot online account, I request to refund all my rewards points (total $53.58 = lost $48.29 + remained $5.29) as a check to my address at *******.
Business Response
Date: 07/28/2022
Dear BBB,

Thank you for forwarding our customers complaint. ************ concern has been successfully addressed and a gift card has been issued as a customer service gesture.

Sincerely,
***** Giraldo
Executive Customer Relations
**********************
Case 220725-018912
Customer Answer
Date: 07/31/2022

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:07/21/2022
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.
Entered by BBB staff LO Consumer states he purchased a bookshelf on 11/30/2021 for $89.99. He states he put it together 2 days after purchasing it. He discovered that 2 of the sides were not a mirror image of each other, instead the box contained 2 left sides so he could not put the shelf together. The consumer went to Office Max to return the shelf, he explained why he was returning it. He advised them he wanted to exchange it. The store told him that was not their policy and he would have to call ******, the company that made the shelf, to order replacement parts. The consumer has been back and forth with ***** and still does not have the parts for the shelf. The consumer states the Office Max return policy is very misleading.
Business Response
Date: 07/27/2022
Dear BBB,
Thank you for forwarding our customers complaint. The General Manager of the store ****, ***************************** has called customer left a voice mail and emailed the customer and will allow customer to return the item for a full refund if customer chooses to. All customer has to do is respond to store manager for return arrangements for refund.

Sincerely,
***********************
Executive Customer Relations
********************
Case # ******-001418

Customer Answer
Date: 07/27/2022

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:07/20/2022
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 ordered an online order through Office Depot, the website changed my pick-up location as I was ordering and Office Depot refused to cancel the order. This seems deceptive and like an attempt to extort money from customers. I have placed ***************************** the past 7 months, all of which have been picked up at the same location. I order through my account which has a set location for pick up. Today when I placed a relatively expensive order (relative to my other orders) the location was changed without my knowledge to a location 21 miles from my house. I contacted the store as soon as they opened and they would not even look up my order, they stated that they could not cancel online orders. I contacted online support who also stated that orders could not be canceled because it is "in production." I would like Office Depot to investigate this issue and refund my money without me having to drive ************************** line at an understaffed location to get a "refund" on a custom print order that the store will likey deny.
Business Response
Date: 07/22/2022
Dear BBB,
Thank you for forwarding our customer's complaint. I processed the credit back to our customer's account. I reached out to *** *** *** with the credit confirmation.
We consider this matter resolved and hope *** *** will continue to shop with Office Depot.
Sincerely,
*********************
Executive Customer Relations
Case *************
Customer Answer
Date: 07/22/2022

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,

***** May
Initial Complaint
Date:07/19/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Office Depot advertised its "Eco Conscious" chair, known as WorkPro ****, as having a very high percentage of recycled material in its composition, 95%. It had a list price of about $250 for the item. Only recently, and after customer reviews, as well as a magazine's external product review, all of which site the company's claim of recycled attributes, did it change its listing to indicate a much lower percentage of post-consumer content. As of today, my web browser shows the item containing 29% recycled material. However, not all resellers or partners have updated their listing so that their own customers may believe they are supporting sustainability and resourcefulness far in excess of reality (https://www.lenovo.com/us/en/p/accessories-and-software/furniture/furniture_office-chairs-&-seating/78011624). What Office Depot has done is wrong and it should make amends!
Business Response
Date: 07/26/2022
Dear BBB,

Thank you for forwarding our customers complaint. I have been in direct communication with ************** and were able to addressed the concern to his satisfaction.

Sincerely,
*************************
Executive Customer Relations
**********************
Case 220719-019406
Customer Answer
Date: 07/27/2022

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:07/19/2022
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.
On Thursday, July 14, 2022, I ordered an item online and paid extra for it to be delivered to my home the next day by 7:00pm. Friday, July 15, 2022, I received an email from Office Depot stating my item had been shipped, and providing tracking info. I called to check on the tracking, and was told the item would not be delivered until Monday, July 18, 2022. I explained that this was not acceptable as I needed the item for a present on Saturday, July 16, 2022. I was told I could cancel my order and receive my money back in 5 to 7 days, or I could keep the delivery date as Monday. I asked if I could get an in-store credit, gift certificate, or other means of moving my credit paid from online to instore so I could purchase the item in person from a nearby store . I was told that was not an option. This works out to very simple bait and switch.
Business Response
Date: 07/21/2022
Dear BBB,
Thank you for forwarding our customers complaint. Customer received a $50.00 gift card from us and we apologized to customer and we've made arrangements to have the order picked up today and customer is aware of this. The return will ship back to warehouse and process and customer will also be refunded for this within 3-5 days from the received date back at warehouse.

Sincerely,
***********************
Executive Customer Relations
********************
Case # ******-019408

Customer Answer
Date: 07/21/2022

Complaint: 17591058

I am rejecting this response because their response does not address the issue at hand. The issue at hand is that Office Depot accepted payment for promised services (for item to be delivered the next day) then changed the parameters (item wouldn't actually be delivered for 3 days) of the promised service without even notifying me, the customer.
As their policy currently stands, the customer is stuck with abiding by whatever Office Depot decides to do with the order and its new parameters. They can deliver it anytime in the future that they want, or wait as many days as they want before returning the customer's money. This allows ********************** to draw interest on monies waiting to be refunded instead of the customer being able to draw interest on the money that is actually theirs - this is known as Theft.
I am requesting that Office Depot modify their business practice so that if an order is placed and cannot be serviced as ordered that they notify the customer prior to accepting the payment for the order. This will give the customer the option of continuing the order under the new and understood parameters, canceling the order, or transferring the order to in-store pickup
Also, Office Depot still hasn't picked up my item for return so I am returning it in person to the nearest Office Depot location for processing.

Sincerely,

*************************
Business Response
Date: 07/22/2022
Dear BBB,
Thank you for forwarding our customers complaint. Customer took item back to local store # **** and was refunded fully and he also received a $50 gift card. This is now resolved.
Sincerely,
***********************
Executive Customer Relations
********************
Case #******-019408
Customer Answer
Date: 07/22/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
You may **** this case resolved. I will no longer do business with this online company.

Sincerely,

*************************
Initial Complaint
Date:07/19/2022
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.
I purchased a webcam in ORDER NUMBER 252589847-001 on June 30.Before i placed the order, officedepot promised they would do a price match and refund the price difference afterwards.They created a dummy return order 252515386-001 (marked as complete on July 7), to issue a refund of $34.91 to my credit card.I still don't receive the refund on my credit card account as of July 19.
Business Response
Date: 07/27/2022
Dear BBB,

Thank you for forwarding our customers complaint.
We have worked with the customer directly to resolve this matter. At this time, we have issued her a credit to the card that was used when she originally placed the order. The customer has verified that they have already received the credit. Also, we sent her an additional check as a gesture of **************** for the inconvenience.
Please let us know if we can be of any additional assistance with this matter.

*****************************
Executive Customer Relations
Office Depot
Case #******-019364
Customer Answer
Date: 07/29/2022

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,

Fei Wen
Initial Complaint
Date:07/18/2022
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.
I have been given the run around by the company regarding a return of a defective cartridge. The ink was dried out. I attempted to return it to the ************* location at *************************************************************************. The manager indicated he could not take the item back as the 14 day cancellation had expired. I indicated to the manager that the cartridges were defective, I was not returning due because I did not want them. I have contacted their Corp office, was told that an incident was processed and escalated to their Regional Mgr and that I would receive an email confirmation. I never received a confirmation. I have contacted the Corp office 3 times, last attempt (7/18). I was told by Melville (cust service rep) that there was no incident on file. They could not do anything for me. I asked to speak with her Mgr. and was left on hold for over an hour. Once I asked the rep for her Mgr's name. She stated she didn't know it, I then asked how are you transferring me to a manager if you do not know your mgr's name. She then disconnected the call. This organization has integrity issues. I would like my refund of $108 as promised. I purchased the cartridges on 6/11/22 and have been attempting to resolve this matter for weeks. I have gotten nothing but the run-around!! Please investigate this company and intervene on my behalf as I have spent many hours attempting to resolve myself. Thank you.
Business Response
Date: 07/26/2022
Dear BBB,

Thank you for forwarding our customer complaint. I contacted *************** and arranged for her to go into her local store to return the Epson Ink. The refund was processed back to her debit card. I followed with the customer she confirmed she was satisfied with the resolution and thanked me for my help. This Issue has been resolved.
Sincerely,

****** Bell
Executive Customer Relations
**********************, Inc
Case # 220719-000302

Customer Answer
Date: 07/26/2022

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:07/18/2022
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.
Date of Transaction: June 23, 2022 Amount of Money Paid: $48.66 What the business sold to me: NuWave ***** Brio 14-Quart Air Fryer, Black Nature of Dispute: I purchased this from Office Depot on June 23, 2022 and heard nothing from them, except receiving a shipping date of July 6, 2022. When that date passed I tried to reach out multiple times to no avail about the product. On the 10th time trying to solve this issue and figure out why it had been a month without my product, a chat associate finally told me that he/she would escalate it to management and he said that the product was coming directly from the vendor. He stated that I would receive a response within 24 hours which I did not!!! Today (July 18th, 2022) I received an email that said that they could not fulfill the product and the order was being canceled. There were no attempts to rectify the issue especially after I had given them $48.66 almost a month ago! Has the business tried to solve the problem: No. Office depot disregarded all my attempts to receive information about my order, until the 10th time I tried, and finally, someone said they would check in on the order and escalate it to management. They have not provided any substitute products, or shed any light why they would sell products that they do not have stock of, yet sell the exact same product for more money and suddenly they have more stock of it.Order Number: 251842699-001
Business Response
Date: 07/19/2022
Dear BBB,

Thank you for forwarding our customers complaint.

We have reached out to the customer directly regarding this matter. Unfortunately, the item that was ordered is out of stock and a substitute item is not available in this case. Many small appliances have been on severe constraints as of lately. We have provided the customer with a $25 eGift Card as a gesture of customer service for this inconvenience.

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

*******************
Executive Customer Relations
**********************
Case #******-008412
Initial Complaint
Date:07/18/2022
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 placed an order for a chair that was almost $500.00 in May and still haven't received the chair. I have filed THREE claims on this requesting a fulll refund and was assured each time that I would be refunded in 24 hours and I still haven't been refunded. They email me a tracking number and that's it. They won't reply to any of my emails. The 1st guy who emailed me told me it was previously delivered and it was not. The 2nd person and it would be delivered the day after he emailed me and the 3rd said 3-5 days. None of that is accurate and they won't reply. The 3rd person that entered the claim assured me that I would be refunded.
Business Response
Date: 07/22/2022
Dear BBB,
Thank you for forwarding our customer's complaint. I processed the credit for the order that wasn't delivered and apologized for the delay. I emailed our customer with the credit information and also sent a $50 gift card as a gesture of customer service, along with an apology for the delay in the credit. I hope ************ will continue to shop with Office Depot.
Sincerely,
*********************
Executive Customer Relations
**********************
Case 220720-015674
Customer Answer
Date: 07/22/2022

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.