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 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:07/17/2022
Type: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 May 27, 2022 I made an online purchase from Office Depot through my Paypal account in the amount of $67.60 to be delivered, order #*********-001. For 1 week I received emails stating there was delay in delivery. On June 4th I cancelled order via a chat and received a refund for $67.60 in my Paypal account. It was not credited to my credit card,So on June 10 when I looked at my Paypal account I saw a option for "Refund." I thought that was to send it to my credit card. Unfortunately what I did was send the money back to Office Depot, transaction #5LX77424JW771703A. Apparently I had been refunded a credit in the form of a Friends and Family gift card, like cash. It should have stayed in Paypal as a cash balance for my use. I had never seen this before.On June 10,2022 I immediately called Paypal who told me it was too late to cancel, that the money went to Office Depot, and they would need to resend refund back to my Paypal account.I called Office Depot and the agent said "I see it" and that within a week my money should be returned. To date, July 17,2022 after numerous chats, calls, and even a conference call that lasted 2 hours with myself, a Paypal rep and an Office Depot rep and supervisor, I have yet to recieve my money. Paypal said they would get further involved but nothing has happened per my last conversation. I spoke with an in- store manager to try to get the head of the billing department but was told he'd get back to me and never did. So that leaves me out of $67.60 with someone having my money but it is not me. I would like my money back from either Office Depot or Paypal. It would be a re-refund so to speak.
Business Response
Date: 07/18/2022
Dear BBB,
Thanks for sharing our customer's complaint. I communicated with ***** and assisted in refunding her PayPal transaction. The customer confirmed she received the refund, and this matter is now resolved.
The customer has my direct contact information should she have any further questions on this matter.
Sincerely,****** Bell
Executive Customer Relations | **********************
6600 ******************** | ********************************
Tel: ************** | **********************************************Ref:220717-003979
Customer Answer
Date: 07/20/2022
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.
*************************************************Initial Complaint
Date:07/14/2022
Type: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 laptop I purchased from Office depot was supposed to come with a 1 year manufacturer's warranty. I purchased this laptop in *****. I contacted **** in the beginning of June about the issue I have with the **** laptop (the touchscreen stopped working, as well as the screen went black, I had to do a factory reset, and the laptop is still not functioning properly). After 2 weeks of communicating with them they promised to send out a technician to fix the laptop on the spot at a specific time. When the day came the technician called me and said that he is not available to come out at the time I had my appointment scheduled. I have a very tight schedule, I am a full-time student and work full time, so I don't have a lot of availability to sit and wait for a technician to come. I have tried to reschedule the appointment on multiple occasions, but the technician never called again and never showed up. I contacted a **** supervisor again and he said he is unable to send the technician anymore and I have to send my laptop in. I can not afford sending my laptop, because I need it for school and work. It has been over a month and the **** warranty is not being honored. I tried contacting office depot, and they said they can't take the laptop back because of their return policy, I believe it's 30 days for electronics. But I told them that they sold me the product that does not match the description, because the 1 year warranty that was listed that comes with this laptop is not being honored. And both Office Depot and **** just seem to be playing games of extending time, so that the warranty will be completely over.At this point I don't have any more patience waiting, and I do not trust either company. I need a reliable laptop with a reliable warranty for my school. I would like a refund and want to return this laptop because it does not match the description.It does not seem that they are complying with the sales laws by selling the product with the wrong description.Business Response
Date: 07/26/2022
Dear BBB,
Thank you for forwarding our customer complaint. I contacted **********************, and is still actively working towards a resolution.
****** Bell
Executive Customer Relations
**********************, Inc
Case # ******-011680Customer Answer
Date: 07/28/2022
Complaint: 17566026
I am rejecting this response because: I did not receive any help from.
Sincerely,
***********************************Business Response
Date: 07/29/2022
Dear BBB,
Thank you for forwarding our customers complaint. I checked with **** and the customer does have an active warranty. I was told by **** it's a mail in warranty for this customer and she wasn't willing to send the laptop to **** to fix. This wouldn't be of no fault of Office Depot. I was also told by **** they tried to do a onsite service as an accommodation and tried to reach customer multipole times with no response and cancelled on 7-25-22. **** needs 4 hour window and it seems the customer has challenges with her schedule preventing this. As a courtesy I went ahead and issued her a partial $200 credit back to her Pay Pal and once released will post within 3-5 days. The laptop does have warranty and I provided customer the **** contact information to reach back out to them. Again after 14 days we don't accept technology returns and the laptop does have a 1 year warrantySincerely,
***********************
Executive Customer Relations
********************
Case # ******-011680Customer Answer
Date: 07/29/2022
Complaint: 17566026
I am rejecting this response because I have not received a full refund like I expected. I responded to the email sent by the Office Depot rep with the detailed explanation of my request and reasoning. Here is a copy of it, in case you need it:"Good evening, *************!
I appreciate you taking the matter over and issuing a small refund, but I would like to receive a full refund and willing to return the product.
On July 25th nobody tried to reach me or come to my apartment to do the service they promised, the only thing the ************ did was send me an email with the appointment confirmation for the service, but no one showed up or called me. Not sure why, but they kept on scheduling or rescheduling or appointing technicians that were not available at the appointment time scheduled. And this has been going on for 2 months now.
Besides, the touch screen not working and me not being able to install Windows update without laptop crushing, I realized a few days ago that the camera is not being detected and microphone is not working. Not sure if this happened after I reset the laptop a few times or because of the original problem.
Another thing, nobody seems to understand, is that I am a full-time graduate student and need a laptop almost every day of my life, sending it in is not an option for me without getting a loaner laptop or whatever else is an option. I purchased this laptop because of the good reputation of the company and was expecting it to work properly. I also expected that the warranty will be a 1-year warranty like it is described on your website. At this point, I'm not even sure if I understand the word "warranty" correctly.
I do need a laptop, and a reliable one. So, if you're willing to issue a the remaining amount in a form of a credit I would probably accept that and just purchase a different device. The program I am enrolled in requires me to have a reliable laptop. Please, understand, and help me be successful in school."
Sincerely,
***********************************Initial Complaint
Date:07/12/2022
Type: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.
Paid for shipping and insurance on a package inside the office depot shipping department store, I shipped someone the package, but the package ended up getting lost/stolen from the warehouse or truck I was sent an email confirming this from ***** corporate after they had an investigation done..... I do have my receipts..Business Response
Date: 07/18/2022
Dear BBB,
Thank you for forwarding our customers complaint. We've engaged the customer for needed documentation to submit the claim to Fed Ex for lost or damage package. Once the customer provides this information we will then submit. We are currently waiting on customer to respond to store with this information.Sincerely,
***********************
Executive Customer Relations
********************
Case # ******-018528
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