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

681 total complaints in the last 3 years.
210 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:07/20/2025
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.
Subject: Complaint Regarding Faulty Computer Desk and Unfair Return Policy.This is regarding a computer desk (Rebalance Adjustable model) that I purchased from Office Depot on July 13, 2025. At the time of purchase, I was not informedeither verbally or in writingthat this was a final sale or that returns would not be accepted due to the stores permanent closure. There was no such notice on the bill or shared by the staff.After purchasing over $200 worth of products, I later bought a separate power adapter and discovered that the desks height adjustment feature did not function. When I returned to the store to seek a refund or exchange, I was told that they could not accept the return because the store was closing permanently.This policy was never disclosed at the time of sale, and it is unfair to withhold return options without proper notification. The desk is now completely unusable, and my son is unable to use it as intended.I request appropriate resolution, either through a refund or a functional replacement.
Business Response
Date: 07/30/2025
Dear BBB,

Thank you for bringing Mr. ******* concern to our attention.
We were able to make things right by assisting the customer with the return and issuing a full refund.

Sincerely,
***** *******
Executive Customer Relations
**********************
Case 250720-003416
Customer Answer
Date: 07/30/2025
issue has been resolved.
Customer Answer
Date: 07/30/2025

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:07/17/2025
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.
Order placed June 30, 2025 Order delivered July 01, 2025 First contact text conversation to return item was July 3, 2025 - Pick up date was scheduled for July 7, 2025 - Item was never picked up Second contact call on July 8, 2025 - Issue escalated (250708-004962), new pick up date on July 9, 2025 - Item was never picked up Third contact call on July 9, 2025 - Issue escalated again, new pick up date given, I was advised someone will reach out, no contact from anyone Fourth contact call on July 10, 2025 - Issue escalated again, new pick up date not given, I was advised someone will reach out, no contact from anyone Fifth contact text on July 11, 2025 - I was advised I was contacted via email but email bounced, as such I never received it - Item was scheduled to be picked up on July 11, 2025, which never happened - Issue escalated again, I was advised someone will reach out, no contact from anyone Sixth contact call on July 14, 2025 - I was transferred to someone who deals with the pick up - I was advised the issue once again is being escalated, a new escalation number was created, my email was corrected as all the emails went to the wrong email and kept on bouncing - I was advised someone will reach out, no contact from anyone Today July 17, 2025 2 weeks later, still no contact from the supposed escalation team and the item still in my possession, and no refunds.
Business Response
Date: 07/30/2025
Dear BBB,
We appreciate the opportunity to address Ms. ******* complaint.
The pick-up was completed, and a check refund will be issued once the warehouse receives the merchandise. The customer has been made aware that she can expect to receive the check within the next 2-3 weeks.

Sincerely,
***** *******
Executive Customer Relations
**********************
Case 250717-008826
Customer Answer
Date: 07/30/2025

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:07/15/2025
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.
June 19, 2025 I ordered *************** 2.1 Speaker System, item # ******* from Office Depot online. Price 79.99+5.60 tax. Arrived on time from ***. Was incompatible with my old desktop computer. I simply wanted to hear better and it would not connect. Within two days I went to the webpage which explained how to do a refund, but failed to work so I opened chat. Someone was happy to say they could help, so I called them and was told that in two or three days they would pickup this item from my home and issue a refund. Quick, easy, simple. It has been a nightmare. Order #*********-001, Incident#******-011214, reference #******-012469, reference#******-004971, esculation #******-004607. They had numbers galore! But the box still sits here on the 15th of July, a dozen emails later. For several days they insisted *** was picking up the package. They never showed up. Lied about me not being home. I waited from 8am to 5:30pm as the email stated day after day, didnt go anywhere, cancelled my appointments and errands. This is definitely not quick, simple or easy. I want this box picked up and my refund, not a rude employee telling me to stay on the line for a survey and then disconnect the line.
Business Response
Date: 07/22/2025
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to our customer directly regarding this matter. We looked into this further and are happy to report that our customer's return was picked up as of 7/16/2025. A full credit has since been issued to their original method of payment. We have advised the customer to allow 3-5 business days for this credit to reflect within their account, as this is in accordance with the card issuing bank's internal processing guidelines.

We sincerely apologize for the customers experience and will use this feedback as a learning opportunity to improve future guest experiences. Please let us know if we can be of any additional assistance with this matter.

***** ****
Executive Customer Relations
**********************
Case # ******-001582

Customer Answer
Date: 07/22/2025

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:07/10/2025
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.
I have place an order of ***** paper towels case which means I should of received a total of 12 packets of paper towels and 144 rolls of paper towels per case order I had place and order for a total of 5 cases which means I should of received 60 packets of 12 rolls each when my order was deliver I only received 5 which means Im missing 55 packets I have attached a screen shot with a conversation with an office depot agent as well as i have a screen recording of the website when I place the order to prove that both information is correct i have called to get this matter resolve for me to get deliver the rest of the items that I am missing they did escalated the issues to get the rest of the items however the only thing they are wanting to do is for me to ship the items back that's not a resolution that I'm seeking since what I'm seeking is to get the rest of the order to be deliver here is the reference number for the claim 250701-006635 I would appreciate the rest of the Items to be ship to me thank you
Business Response
Date: 07/15/2025
Dear BBB,

Thank you for forwarding our customers complaint regarding their order for ***** paper towels. We have contacted the customer directly to address their concerns. The product listing on our website correctly indicated that each unit contained 12 rolls of paper towels, but it was mistakenly stated that 12 units were included per order. While we strive for accuracy, occasional errors can occur, and we have since updated the listing to reflect the correct information.

Our customer has been provided with a full credit in the amount of $107.70. We have informed the customer that these refunds should appear in their account within 35 business days, in accordance with their card issuers processing guidelines.

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

***** ****
Executive Customer Relations
**********************
Case # ******-011999
Customer Answer
Date: 07/16/2025

Complaint: 23580819

I am rejecting this response because:
Before even placing the order I contacted Office Depot I had attached the screenshot of where office depot was contacted Directly. Because I wanted to make sure the accuracy of the item description if it would have been a mistake I would of not order. I understand mistakes can happend but if I took all the proper measurements to ask and verify before placing the order and contacting them I would assume someone would catch it. So which means at this point in time is than rather than been a mistake is a case for False advertising which by definition
False advertising is the act of promoting goods or services using misleading, deceptive, or untrue claims. It's a deceptive practice where businesses misrepresent information to entice consumers into purchasing something they might not otherwise buy.
Key aspects of false advertising:
Misleading statements or pictures:
This includes exaggerating features, benefits, or performance of a product or service.
Failure to disclose information:
Omitting crucial details that would affect a consumer's decision to purchase is also considered false advertising.
Bait and switch:
This tactic lures customers with a low price or appealing offer, then switches them to a more expensive or inferior product.
Deceptive pricing:
Using misleading pricing strategies, like artificially inflating prices or not disclosing all fees upfront, can be a form of false advertising.
Misleading labels:
Deceptive labeling, such as using terms like "organic" or "natural" without proper justification, can also fall under false advertising.
Therefore if all steps where taken on my end to clarify and make sure I was getting what it was listed and was assure that I was in the right then I dont understand why now they modify everything to say the website is corrected so you did get what was listed. Im not seeking a refund nor was I ever contacted by anyone from office depot the last time I contacted home depot was July 10 2025 and they assured me a manager would call me back to resolve this till this date im still waiting for someone but at this point in time I dont want to hear from them I want them to make the right thing.
One thing that I have learn as a business owner myself is do not promise anything that you cannot deliver! Mistakes happend and majority of the time we have to loose to make things right Apologies don't fix anything makes situation worst give a solution where the costumer would be happy and willing to accept

Sincerely,

**** ***** ******
Business Response
Date: 07/16/2025
Dear BBB,

We appreciate the opportunity to respond to the customers concerns regarding the ***** paper towels listing. As outlined in our terms and conditions, we reserve the right to limit sales, including prohibiting sales to resellers, and to refuse or cancel any order at our sole discretion. While we strive to provide accurate product information, errors or inaccuracies may occur, and we are not responsible for such errors. We also reserve the right to make changes or corrections to product information and pricing at any time without notice.

In this instance, the product listing contained an error, and the order was canceled in accordance with our policies. We understand the customers disappointment and apologize for any confusion or inconvenience this may have caused.

If any further questions arise or additional assistance is needed, we remain available to help and are committed to ensuring the matter is fully resolved.

***** ****
Executive Customer Relations
**********************
Case # ******-011999
Customer Answer
Date: 07/16/2025

Complaint: 23580819

I am rejecting this response because:
I understand that they have policies in place and they reserve the right to do so however after clarification from my end and double and triple checking with them and they affirming that the information was right I don't see where the mistake was made therefore they must Fulfill my order since as you can tell they have never been honest even stating that I was contacted by them to let me know about a refund which was never the case. This is really disappointing since it shows clear shady practices luckily there are agencies like yours who is able to help resolve this to what is Fair and What is Right

Sincerely,

**** ***** ******
Initial Complaint
Date:07/09/2025
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 an order on June 28, 2025 for a case of ***** paper towels, which from the website description was suppose to be 12 packs of the 12 count paper towels. After looking over the specs multiple times, I decided to chat with a customer service representative to confirm that it was indeed 12 packs of 12 rolls for a total of 144 rolls of paper towels. It was confirmed by the representative that it is indeed 144 rolls, so I placed the order. My order number is 428885548-001. When I received the order on July 2, 2025, it was only 1 pack of 12 paper towels. I contacted customer service over the phone and was told the issue had to be escalated and I would hear back via email within 48 hours. I received the reference number of 250702-014555. There was no update so I contacted customer service again on July 6, 2025 and was told that it was routed incorrectly to the wrong department and has since been updated to the correct department and give it 48 hours. Another 48 hours passed without any contact so I called today July 9th, 2025 and was basically told there was nothing they can do because it was shipped from a store. She stated they can provide a partial refund. I stated I DID NOT want a partial refund, I wanted the remaining 11 packs of paper towels.
Business Response
Date: 07/14/2025
Dear BBB,

Thank you for forwarding our customers complaint regarding their order for ***** paper towels. We have contacted the customer directly to address their concerns. The product listing on our website correctly indicated that each unit contained 12 rolls of paper towels, but it was mistakenly stated that 12 units were included per order. While we strive for accuracy, occasional errors can occur, and we have since updated the listing to reflect the correct information.

Our customer was initially provided a partial credit in the amount of $18.32. Since then, the remaining balance of the original order total has been credited back to the customer's original method of payment. We have informed the customer that these refunds should appear in their account within 35 business days, in accordance with their card issuers processing guidelines. Please let us know if any further assistance is needed regarding this matter.

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

***** ****
Executive Customer Relations
**********************
Case # ******-012340
Customer Answer
Date: 07/17/2025

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:07/08/2025
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.
Subject: Urgent Issue with Order #*********-001 False Shipment Status and Backorder Dear [Officemax/Depot],I'm writing to formally raise a concern regarding my order #*********-001. Your system currently shows the order as "shipped," but I can confirm that no item was ever shipped. It appears that an employee falsely marked the order as shipped and then created a completely new order under the same number, placing my item on backorder instead.This is not only misleading, but it also reflects a serious lack of transparency in your order handling process. I placed this order in good faith, and now Im left without the item and no clear explanation.Please:1. Clarify what happened with the original order and why the status was marked as shipped.2. Confirm the status of the new (backordered) order and provide an estimated delivery timeline.3. Provide a written explanation or escalation contact, as I am considering submitting a formal complaint if this is not addressed promptly and honestly.I expect a resolution within the next 48 hours. Please respond directly to this message with the requested details.
Customer Answer
Date: 07/08/2025
I also want to point out that I used an Office Depot gift card for this purchase, and now Im being told I have to wait up to 4 weeks to receive a refund in the form of a merchandise card even though the order was canceled due to the item being out of stock. I did absolutely nothing wrong, yet I'm left without access to over $150 while I wait for a situation that was entirely out of my control. This delay is completely unacceptable and incredibly frustrating.
Customer Answer
Date: 07/08/2025
My contact info - ************
Business Response
Date: 07/10/2025
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to the customer directly regarding their recent order, 430066831-001. After investigating the matter, we found that the laptop in question was missing its original box and was located in the stores damage area. According to the General Manager, the laptop was not shipped. As a result, the order was cancelled. Our customer applied a ****************************** gift card to the order and upon cancellation, the funds were not immediately released back to the card. We have since reissued the $138.00 in the form of an e-gift card via email.

We sincerely apologize for any confusion or frustration this situation has caused. We strive for transparency and accuracy in our order handling process and regret that we did not meet those standards in this instance. If the customer has any further questions or concerns, we remain available to assist.

***** ****
Executive Customer Relations
**********************
Case # ******-012012
Customer Answer
Date: 07/10/2025

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:07/08/2025
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.
I am writing to file a formal complaint against Office Depot regarding a misleading online order and what I believe to be false advertising. My order number is ************.I placed an order online expecting to receive 5 cases of paper towels, with each case containing 12 packs of 12 rolls each. This understanding was based on the product description at the time of purchase and a confirmation I received from an Office Depot agent named ***** According to this information, I should have received a total of 60 packs. However, I only received 5 packs in my delivery.Office Depot claims this was an error, but I confirmed the details with their agent before placing the order to ensure I knew what to expect. The reason I made this purchase was that Office Depot was having a clearance sale in-store for $5 per pack, and I believed that ordering online per case would be a more economical option. I noticed that Office Depot has since changed the specifications on their website, but this was after I placed my order.This situation feels unfair and misleading. I trusted that I would receive the quantity of goods I was promised, and the discrepancy has caused me significant inconvenience. I am requesting your assistance in resolving this issue. I would like Office Depot to honor the original terms of my purchase and provide me with the remaining 55 packs of paper towels that I am owed.Thank you for considering my complaint. I look forward to your guidance in this matter.
Business Response
Date: 07/11/2025
Dear BBB,

Thank you for forwarding our customers complaint regarding their order for ***** paper towels. We have contacted the customer directly to address their concerns. The product listing on our website correctly indicated that each unit contained 12 rolls of paper towels, but it was mistakenly stated that 12 units were included per order. While we strive for accuracy, occasional errors can occur, and we have since updated the listing to reflect the correct information.

To resolve this matter, we have issued a full credit in the amount of $107.32 to the customer's original method of payment. We have informed the customer that these refunds should appear in their account within 35 business days, in accordance with their card issuers processing guidelines. Please let us know if any further assistance is needed regarding this matter.

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

***** ****
Executive Customer Relations
**********************
Case # ******-011645
Customer Answer
Date: 07/11/2025

Complaint: 23557138

I am rejecting this response because: they should honor their product specifications cause it is a deception to consumer like me. I don't really want a refund a just want them to honor it.

Sincerely,

*** *********
Business Response
Date: 07/15/2025
Dear BBB,

We appreciate the opportunity to respond to the customers concerns regarding the ***** paper towels listing. As outlined in our terms and conditions, we reserve the right to limit sales, including prohibiting sales to resellers, and to refuse or cancel any order at our sole discretion. While we strive to provide accurate product information, errors or inaccuracies may occur, and we are not responsible for such errors. We also reserve the right to make changes or corrections to product information and pricing at any time without notice.

In this instance, the product listing contained an error, and the order was canceled in accordance with our policies. We understand the customers disappointment and apologize for any confusion or inconvenience this may have caused.

If any further questions arise or additional assistance is needed, we remain available to help and are committed to ensuring the matter is fully resolved.

***** ****
Executive Customer Relations
**********************
Case # ******-011645
Initial Complaint
Date:07/07/2025
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.
In Nov 2024, I purchased a $330 desk chair from Office Depot. On June 5, 2025, the chair broke due to a silicone part that failed under normal use. Though the return window was closed, the item is still under warranty. I called the store and spoke to a manager who promised a full refund if I brought the chair back. I was traveling and couldn't return it immediately.When I returned, managers *****, ****** and **** refused to honor the prior agreement. They also refused to check who was working June 5. I brought the chair in, and they refused the refund again. Now the chair is with the store, and theyve labeled it unclaimed property they may discard.I contacted the manufacturer, but they are out of stock on the replacement part, likely because this is a common failure. The broken piece was a silicone support element a poor choice for a load-bearing part. This is a flawed design, not a fluke. I dont want a replacement that will just break again in 6 months.Ive spent hours on the phone (ref #******-009016), being transferred, disconnected, and offered only store credit which I do not accept. I want the full refund I was originally promised. The chair is gone, I am out $330, and Office Depot refuses to take responsibility. Their managers have been dismissive, inconsistent, and unwilling to help.I no longer trust this company or its products and will not do business with them again. I am requesting a full refund of $330.
Business Response
Date: 07/11/2025
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to the customer directly regarding their desk chair purchase. We sincerely apologize for the inconvenience and frustration the customer experienced throughout this process.

A full credit in the amount of $330.59 has now been issued to the customers original method of payment. The customer can expect the refund to appear in their account within 35 business days, in accordance with their card issuers processing guidelines. We appreciate the opportunity to resolve this matter.

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

***** ****
Executive Customer Relations
**********************
Case # ******-014978
Initial Complaint
Date:07/03/2025
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.
My order was not fulfilled based on the information on the website at the time of purchase. I was told to wait 48hrs for a response by a ****** **** who I sent the screen shots to. She told me she escalated the issue. After the 48hrs, I called back and asked for a reference number, which was never provided. **** Mnyaneu looked into it and told me it was never escalated. She then attempted to escalate but was told by her supervisor, **** *****, that I won't be receiving a refund or the remainder of my order. I attempted to call Corporate office in ******* but was given the run around over and over and over. I am seeking the remaining 11 units of 12 paper towels as advertised on their website. The website item number has since been updated to reflect a unit of 1.
Business Response
Date: 07/08/2025
Dear BBB,

Thank you for forwarding our customers complaint. We have reached out to the customer directly regarding this matter. The product listing on our website accurately stated that each unit included 12 rolls of paper towels; however, it mistakenly indicated that 12 units were included per order. While we strive to maintain accurate information online, occasional errors can occur, and we have since corrected the listing.

To address the inconvenience, we are issuing a refund of $21.79. The confirmation number for this refund is 429688708-001, and the customer can expect the refund to appear in their account within 35 business days, in accordance with their card issuers processing guidelines.

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

***** ****
Executive Customer Relations
**********************
Case # ******-012361

Customer Answer
Date: 07/08/2025

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:07/01/2025
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.
Hello, my wife recently placed an order online. Order number is 428716300-001. Email used was ************************* We knew that the ***** paper towels were on clearance in store and online and decided to place an order. We saw that the whole case was on sale online for $19.99. A whole case containing 12 packs with 12 rolls in each pack. Product description clearly says this. 144 rolls in total with ****** sheets total. I went ahead and ordered this case. I even spoke with customer support online and through text to confirm that what I ordered was correct. They confirmed that I will in fact receive 144 rolls in total. I have screenshots of the product description as well as my chats and texts from customer service representatives. I just received my order today and only 1 pack of ************************************************************************ that only 1 pack was ordered and it should come with 36 rolls. That is in fact not true. You guys made a mistake and no one is willing to make it right. The last customer service agent tried to gaslight me and say that the product description says that it only comes with 1 pack of 12. Just because you switch it hoping no one would notice doesnt make it right. I will include screenshots of this. Also, when I spoke to the agent after placing my order on Saturday they told me that this issue would get escalated to a supervisor and that they would contact me through email and I never received an email. I would like to receive the rest of my order
Business Response
Date: 07/08/2025
Dear BBB,

Thank you for forwarding our customers complaint regarding their order for ***** paper towels. We have contacted the customer directly to address their concerns. The product listing on our website correctly indicated that each unit contained 12 rolls of paper towels, but it was mistakenly stated that 12 units were included per order. While we strive for accuracy, occasional errors can occur, and we have since updated the listing to reflect the correct information.

To resolve this matter, we have issued two credits to the customer: $21.74 for the paper towels and $9.95 for the shipping cost. We have informed the customer that these refunds should appear in their account within 35 business days, in accordance with their card issuers processing guidelines.

Please let us know if any further assistance is needed regarding this matter.

***** ****
Executive Customer Relations
**********************
Case # ******-001694

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