ComplaintsforOffice Depot, Inc.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I shop at the office Depot on ************************* in ****** ***** and I buy printers, printer ink, printer paper office supplies you name it I've been a customer here for years. From time to time I will recycle my ink cartridges in order to receive a discount on my ink purchases as we all know ink is not cheap. Normally I am treated as a valued customer because we all know Amazon and online shopping is very popular but I will go into your store and buy products at retail price. Lately I have been rubbed the wrong way by your management at the store on ******** and it's been a major turnoff shopping there. This time I had The misfortune of dealing with your manager by the name of ******* and it felt as if she wanted me never to return the way she treated me in public. If a customer is purchasing products and services from your company and has a simple request in order to gain a discount after recycling current ink cartridges that will be used again how come your manager refuses to cooperate on any level to keep a good customer satisfied? It felt as if she derived some type of pleasure from it and that is the reason why I am compelled to make this complaint. Is this the future of your company and will you allow your employees to treat good customers this way? She represents office Depot. I have the receipt and yet again I am forced to shop online and yet again my recycled ink cartridges are being used by your company without any return discount to the customer. I can't keep wasting my time shopping at your brick and mortar when I can just go online and have it sent to my house especially when I'm treated so poorly by people that represent your company.

  

  Business response

  04/18/2024

  Dear BBB,
  
  Thank you for forwarding our customers complaint.  I have attempted to reach out to the customer directly regarding this matter, however, I have not received any response.  I have been advised that the customer has spoken with the General Manager for the store location and that this has since been resolved.  I have also been advised that the store is ready to provide a $20.00 discount on the customer's current or future purchase for any trouble this may have caused.
  
  Please let us know if we can be of any additional assistance with this matter.
  
  *******************
  Executive Customer Relations
  **********************
  Case # ******-015117

  Customer response

  04/19/2024

   
  Complaint: 21568500
  
  I am rejecting this response because: I have not spoke with ******* over the phone and do not see any credits as specified in the response. I left my phone number for a return call at the reps ************ Thank you
  
  Sincerely,
  
  *****************************

  

  Business response

  04/22/2024

  Dear BBB,
  
  Thank you for forwarding our customers reply.  While the store management did advise the customer that a $20 discount would be honored on a current or future in-store purchase, an additional $20 e-gift card has been sent to the customer via email.  We have asked the customer to allow ***** business hours for it to arrive. 
  
  Please let us know if we can be of any additional assistance with this matter.
  
  *******************
  Executive Customer Relations
  **********************
  Case # ******-015117

  Customer response

  04/22/2024

   
  Better Business Bureau:
  
  Just a great experience. The communication I received surpassed my expectations by far. ************* from the ***** region Office Depots, was a good balance of professionalism and down to earth logic. Thank you  for the time we spent on the phone and thank you for clarifying some of the gray area of my perceptions. Also the prompt and professional manner in which ***********; the manager from the ******** store showed his concern for my experience was comforting along with ***************************** with our online communications was a positive factor as well.I will keep my relationship with office Depot current and still appreciate their presence in the community as a reliable source for small businesses like myself.
  Sincerely,
  
  *****************************

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 24, 2024, I purchased a Serta i6000 Office Chair from Office Depot and after a few short weeks the cushions in the chair started to wear out to the point that the chair is so painful, I am unable to sit in it. I called the store on Friday March 29, 2024, and spoke to an employee who stated the return policy is usually 14 days, but since it was recent they would let me exchange it for another chair of equal or lesser value. Due to the holiday and 2-hour drive to the store, I told her that I would come on Monday April 01, 2024. Before I made the drive on that Monday, I called the store to make sure that they would accept the return. I spoke with an employee named *** who stated that they absolutely would not accept the chair and would not exchange the chair. I then chatted with a representative at Office Depot at their customer service department who stated the issue would be escalated and the store manager would contact me within ***** hours. It is now 6 days later and the store manager has made no attempt to contact me to resolve this issue. I have since be forced to purchase a new chair, since I work from home.

  

  Business response

  04/15/2024

  Dear BBB,
  
  Thank you for forwarding our customers complaint.  We have reached out to the customer directly regarding this matter and we are happy to share that the customer has since returned to the store to exchange the chair.  This matter is now resolved.
  
  Please let us know if we can be of any additional assistance with this matter.
  
  *******************
  Executive Customer Relations
  **********************
  Case # ******-001853

  Customer response

  04/15/2024

   
  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

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased 2 - ink cartridges Order date: Oct 7, 2023 Order Total - $111.04 Next Day Delivery Promised however, it was delivered Oct 14, 2023 Would like the total refund promised of $111.04 Business promised me a complete refund and when I noticed a refund had not been provided, I emailed customer service representative and was told that the refund would not occur because the item was ultimately delivered.The business has not resolved the problem despite many attempts on my end via different methods of communication.(1)I have contacted them via email (by way of their customer service representative *************************). I have sent emails on more than 3occasions and letters via standard mail 3 times - No answer.(2)I have sent 3 separate letters to the Office Depot Management Team No answer.Order Number 335973854-001 Advertised as "Next Day Delivery" on the Office Depot website when placing the order. The order status for this order (text/emails/website) are all inconsistent and conflicting:(1)Delivery date of Oct 10th - website (2)Email delivery date of Oct 14th (3)Order Status Cancelled - website I have done all that I could do on my end to resolve this issue and after the email explaining the reason I was promised a refund, I have received absolutely no response from anyone.

  

  Business response

  04/09/2024

  Dear BBB,
  
  Thank you for forwarding our customers complaint.  We have reached out to the customer directly regarding this matter.  We looked into this further and found the customer's order was placed on Saturday, 10/7/2024.  When the order was still not delivered on 10/14/2024, a full credit was initiated.  Later that same day, the order was delivered, resulting in the credit being cancelled.  We cannot proceed with a credit in this case as the purchased items were not returned.  As a gesture of customer service, we have issued a $50.00 e-gift card to the customer via email.
  
  Please let us know if we can be of any additional assistance with this matter.
  
  *******************
  Executive Customer Relations
  **********************
  Case # ******-010993re...

  Customer response

  04/09/2024

   
  Complaint: 21535448
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer response

  04/10/2024

  Clarification
  The reason I did not accept the $50.00 are as follows:
  The initial offer to issue a refund was because of all the troubled events and unfulfilled promises I encountered up to the point upon which the refund was offered.In other words, a refund was promised by Office Depots representatives with the acknowledgment & knowledge that the ink cartridges would be delivered to me.  Therefore, the fact that they were delivered later that day is irrelevant to the offer made for refund. The premise upon which the $50.00 coupon was made is that I did not return the cartridges.That claim is completely unjustified. We are looking backward, what led up to the promise; we are not looking forward as to whether the cartridges were returned.Of course I did not return the cartridges, that is a pointless argument because my many follow up text messages, emails, and phone calls were made because I needed the cartridges and they had not been delivered.

  

  Business response

  04/11/2024

  Dear BBB,
  
  Thank you for forwarding our customers reply.  As requested, a full credit in the amount of $111.04 has been applied to the customer's original method of payment.  We have also advised they can expect to see the refund reflect in their account within 3-5 business days.  This is in accordance with the card issuing bank's internal processing guidelines.
  
  Please let us know if we can be of any additional assistance with this matter.
  
  *******************
  Executive Customer Relations
  **********************
  Case # ******-010993

  Customer response

  04/11/2024

   
  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

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have exhaustively been reaching out to Office Depot for close to a year for them to refund our company close to $8,000. They keep saying they will reach out to me with resolution and they never do. This has involved hours upon hours upon hours of follow up with them and they keep ignoring the issue. We were billed for two filing cabinets. The first one arrived damaged. Office Depot (online order) made us purchase a second file cabinet and said we would be reimbursed for the first one when it was picked up during the delivery of the second. The damaged cabinet was picked up, however we have not been reimbursed. I have proof the damaged cabinet was picked up and I have proof that the third party supplier of the cabinet that Office Depot credited Office Depot, however Office Depot has not credited us. Again, this has gone on for over a year with beyond numerous calls and chat sessions (I have copies of the chat transcripts) and Office Depot keeps givng us the runaround.

  

  Business response

  04/09/2024

  Dear BBB, 
  

  Thank you for forwarding our customers complaint. We determined the best option is to send the customer a check. The customer paid $7776.00 on her card and $107.99 with a gift card. I submitted for a check to be mailed to customer for $7776.00 and customer will also get a gift card via email within ***** hours. This will cover the full refund of $7883.99. At this point no expedited options for check are available and it will go **** mail and can take 7-14 days to receive. If the check can be expedited, I advised customer I will let her know.
  

   

  Sincerely, 
  ***********************
  Executive Customer Relations 
  ********************** 
  Case # 240405-010960
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased three gift cards for a total of ****** on March 23, 2024 at the Office Depot Store # ****, ********** at ****************************************************************. The (seems to be) receipt number I can find on the receipt is V7VTPAUPQ45YBYMFE.Two of the gift cards failed to be activated by the system so a refund was issued immediately after for them. The third one was said to be activated successfully and good to use by Office Depot, however it's been almost two weeks now and the card is still not usable, and the card issuer Blackhawk Network also confirmed that this card is not active in multiple occasions of contacts.I went back to the store, told them about the issue, and asked for a refund just like the other two cards, but the store manager refused to help at all and kept saying there's nothing they can do except directing me to call the corporate directly. I made a call as suggested by the store manager later but was told to resolve this directly with the store, so in the end no one in Office Depot is willing to own the issue and help resolve it.I did some ****** research and found out that issues like this have happened many times recently across all states. There seems to be a technical issue in the system of Office Depot gift card sale that prevents it from promptly showing so when a card is not activated successfully. For some of those victims the store manager was willing to help and contact the corporate to figure things out eventually, but unfortunately that was not the case for me so far.

  

  Business response

  04/04/2024

  Dear BBB,
  
  Thank you for forwarding our customers complaint.  We have reached out to the customer directly regarding this matter.  We looked into this further and unfortunately, none of the three gift cards that were purchased on 3/23/2024 were activated properly.  We have let the customer know to return to the store for a full credit of the third gift card.  We have also reached out to the store, so they are aware of the situation and how to best resolve.  We have asked the customer to follow up with us directly should they experience any difficulty in resolving this matter.
  
  Please let us know if we can be of any additional assistance with this matter.
  
  *******************
  Executive Customer Relations
  **********************
  Case # ******-010142
  

  Customer response

  04/09/2024

  Dear BBB,

  Thank you for the update. As described in the response from Office Depot, their corporate office has agreed to issue a refund and provided instructions for the store to process it. However because of technical difficulties, the store wasn't ready to process it until today. Unfortunately the earliest time I can visit and receive the refund would be this coming Saturday, April 13. Therefore I hope BBB can extend the 10-day time window so I can properly report back whether the issue is finally resolved.

  Please let me know if you have any questions.

  Best,

  Qi

  Customer response

  04/15/2024

   
  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

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  08/22/2023 order #*********-001 $253.65 This order had 3 toners purchased, I placed the toners aside for future use. HP 972A Cyan Ink Cartridge, L0R86AN Item # ****** Feb 2024 When I went to use the toner, I was shipped on 8/23 the wrong toner, i received a 971 xl.I called customer service, they said no problem, re-order another toner, which I did, 355029237-001, 02/29/2024, for $81.89, and the agent then issued a refund for the toner that was sent by mistake. customer service gave a refund of ($86.89) on 02/29/2024, order 355069470-001. This refund was cancelled and I talked with numerous agents and supervisors, they said the order was filled by a third party supplier, and was out of the return window. They suggested that I talk to the rewards ***** of which i did, and that agent ASSURED me that a credit would be given back, and set up another refund 03/26/2024 ($86.89) 360168256-001.Today I get a message that the refund has been denied.I have been assured by Office Depot that this would be refunded - the conversation keeps going back to the third party shipper being the problem, I really dont care who sent me the toner, all i know is its the wrong size, and we are a small non-profit that can not eat $87 for another toner.I usually have stellar service from Office Depot, I have choices, I just cant seem to get a TRUTHFUL reply from anyone person, they promise a refund, email the refund order # and then cancel the refund. I have spent over 2 hours trying to fix this and if I have to rely on BBB then that is what I must do. I am beyond frustrated, mistakes happen, own up to it and refund our $BTW I gave them correct contact information - of which they continue to use the old information.

  

  Business response

  04/03/2024

  Dear BBB, 
  Thank you for forwarding our customers complaint. I've gone ahead and issued full refund and it has processed this time. I emailed customer and advised to allow 2-10 days for refund to post depending on her bank. This is resolved for customer.
  

   

  Sincerely, 
  ***********************
  Executive Customer Relations 
  ********************** 
  Case # 240403-003280
  

  Customer response

  04/04/2024

   
  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 Mr ****** email address if this does not go through as promised.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Deep Fryer Ordered 3/19/2024 I have tried repeatedly to return this to the company. Item delivered did not match the item ordered from the website. After many calls to the company, they provide reference numbers, they tell me they are escalating the matter, yet they will not provide a return label or pick up the item. The customer service rep seems powerless to assist with the company that picks up the product, namely Veyer or veyerlogistics.com. I simply want to return the item, get a refund, and be done with the companies. They asked if I had opened the box, as I was told by a customer service rep to do so to insure that the wrong item was indeed in the box.

  

  Business response

  04/03/2024

  Dear BBB, 
  Thank you for forwarding our customers complaint. I've gone ahead and fully refunded the customer and advised to allow 2-10 days for refund to post. I also cancelled the return and advised the customer to keep what he received in error.
  

   

  Sincerely, 
  ***********************
  Executive Customer Relations 
  ********************** 
  Case # 240403-002530
  

  Customer response

  04/03/2024

  I now consider the matter closed to my satisfaction.  I wish I had contacted you a week ago.  Regards, *********************

• Initial Complaint

  03/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My recent orders wont go through, and they have all been canceled for unknown reasons. I intended to redeem my rewards on the orders before they expire, but it seems Office Depot wont allow me to redeem the rewards I earned. I have attempted to place orders myself, as well as contacting customer service (both online and by phone) to place the orders for me. Each time, I was assured that the order would go through, but they all ended up being canceled. **************** provided various reasons, such as address/payment verification issues and low stock items, but these explanations dont make sense, as everything has been verified and the items are listed as in stock on their website.The last time I contacted their customer service (at ************) was on 03/30 at 10:31 AM. The agent informed me that a supervisor named **** would call me back within 30 minutes. However, as of now (03/30 11:30 AM), I have not received a callback.After numerous unsuccessful attempts to seek help and resolve this issue, I no longer wish to waste my time trying to redeem the rewards, especially considering there is no Office Depot retail store in the state I live. Instead, I request that the rewards be issued to me in the form of a check.My customer ID: ******** Membership ID: ********** (Reward balance in my account as of 03/30: ***************** numbers customer service gave **************** These are the orders got cancelled:03/21 357744317-001 357750060-001 03/22 360226711-001 03/25 357060631-001 03/27 360753480-001 360753483-001 360753485-001

  

  Business response

  04/05/2024

  Dear BBB,
  
  Thank you for forwarding our customers complaint.  We have reached out to the customer directly regarding this matter.  We have worked with the appropriate internal teams to determine that the orders were cancelled due to the customer's account being flagged due to some return activity on the account in 2022.  This flag has since been removed and the customer should now be able to place a new order.  We have also advised that if there is any recurrence of return activity on the account, it is highly likely that it will be flagged once again.
  
  Unfortunately, we are unable to issue the Rewards in the form of a check, as Rewards Certificates do not constitute property, do not entitle a Member to a vested right or interest and have no cash value.  Rewards certificates/documents are not redeemable for cash, are not transferable and are not assignable for any reason.  
  
  We have also provided the following link to the customer where our Rewards Program Terms and Conditions can be read in full: Terms & Conditions | Office Depot
  
  Please let us know if we can be of any additional assistance with this matter.
  
  *******************
  Executive Customer Relations
  **********************
  Case # ******-001789

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Office Depot was suppose to issue two refund checks to me back on February 16, 2024. One was for $230.49 for order number 353903449-001 and the other was for $232.84 for order number 352827886-001. I was originally *********** would take 2-3 weeks to receive the checks. The checks never came so I followed up. I was told there was an issue with the checks and they would be issued on March 4, 2024. Another 2-3 weeks has passed and there are no checks in sight. I am unclear as I have not received the checks and would like them expedited and issued immediately.

  Customer response

  04/02/2024

  This is not a duplicate complaint.

  This clearly has different order numbers and different amounts.

  

  Business response

  04/03/2024

  Dear BBB, 
  
  Thank you for bringing ************************ complaint to our attention. I have personally contacted the customer, and I can confirm that the check was mailed out today. As a result, the customer can expect to receive the refund within the next ***** business days.
  
  Sincerely, 
  
  *************************
  
  Executive Customer Relations
  
  ********************** 
  Case 240402-004256

• Initial Complaint

  03/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ON ******* 23 2024 I VISITED YOUR *********** ******* LOCATION & THE SERVICE I RECEIVED WAS ABSOLUTELY NOT ACCEPTABLE; I ATTEMPTED TO SELF PRINT AT *****, FIRST MACHINE WOULD NOT READ MY FILE, SECOND MACHINE WOULD NOT READ MY FILE; I ASKED FOR HELP & THE GIRL BEHIND THE PRINT COUNTER IMMEDIATELY SAID THEY WERE CLOSED AND COULD NOT HELP; I FINALLY WAS ABLE TO SPEAK WITH THE "MANAGER" (AND I USE THE **** LOOSELY) ********; HE WAS VERY RUDE & WOULD NOT LET ME EXPLAIN THAT THE ***** WERE NOT WORKING FOR ME; I ASKED HIM TO PRINT FOR ME; HE SAID HIS DESKTOP WAS NOT READING THE FILE; I ASKED HIM TO TRANSFER TO ANOTHER FILE & SHOWED HIM THE FILE WORKING ON MY LAPTOP; HE DID NOT LISTEN & ASKED ME TO EMAIL THE FILE; I ASKED FOR THE ****************** DID NOT HAVE IT, NORMALLY IT SELF CONNECTS BUT IT WAS NOT; AFTER SEVERAL MINUTES OF HIM "LOOKING" FOR THE **** PASSWORD HE COULD NOT & GAVE ME ANOTHER USB FILE TO TRANSER (LIKE I ORIGINALLY ASKED HIM); THE FILE HOWEVER WAS NOT WORKING FOR HIM. I UNDERSTAND TECH THINGS HAPPEN HOWEVER THE LACK OF CUSTOMER SERVICE HE PROVIDED IS UNACCEPTABLE; I PAID FOR MY ITEMS & LEFT AND STOPPED AT KATY ********************** LOCATION; WHERE THEY PRINTED THE FILE WITH NO ISSUES WHATSOEVER WITH THE SAME FILE. I HAVE THE RECEIPTS TO PROVE IT. THIS IS NOT ACCEPTABLE. I HAVE OTHER DETAILS (I ASKED FOR NAMES OF THE GIRL BEHIND THE COUNTER AND NAME OF DISTRICT MANAGER AND ******** REFUSED TO PROVIDE). PLEASE HAVE SOMEONE FROM HEADQUARTERS CONTACT ME TO CORRECT THIS.

  

  Business response

  04/05/2024

  Dear BBB, 

  Thank you for bringing ****************' concern to our attention. The customer's complaint has been addressed by our team and the store's District Manager. Steps are being taken to assure **************** in the future. 

   

  Sincerely, 

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

  Executive Customer Relations

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

  Case 240326-010165

*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. ↩