Complaints

This profile includes complaints for ACCO Brands Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ACCO Brands Corporation

  4 Corporate Dr Lake Zurich, IL 60047-8924

  
• 

  ACCO Brands

  Centerville, OH 45429

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:12/31/2023

  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 had made a purchase for one of their items direct from their website PowerA, order #PO38576793505 for a total of $76.49 on June 14th, 2023. I had made a request to return the item for a refund which was approved, Return #********, and I had shipped the item back using ***** Tracking # ********************** . According to the tracking information the item was delivered on September 11th, 2023 and when i contact them about the refund, they confirmed they received the item and will issue the refund. They have made this statement multiple times and yet it is currently December 31st, 2023 and I have not received the refund.

  

  Business Response

  Date: 01/11/2024

  Dear ******************,

  Thank you for notifying us of your unresolved claim. Our company prides itself on its customer service and responsiveness, we take your claim very seriously. We have opened an inquiry with the PowerA team and will provide you with an update within a few days. 

  Kind regards

• Initial Complaint

  Date:05/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mouse on 12/23/2022 for ***** plus taxes. The mouse stopped working within 3 months and was in warranty. I contacted customer support on 4/11/2023 and provided all the information like proof of purchase, serial number etc. After a few days I was told that a replacement is approved, and I should get the replacement in ***** days.A month goes by, and no replacement was received. I contacted customer service again and they said they will look into it and provide me the tracking information. Almost 10 days go by, and no tracking information was sent. I tried to contact the customer service again through their customer support website (since that is the way they work, and do not have any direct email communication) multiple times but their website was always down.My work was suffering a lot without the mouse, so after waiting for almost a month and a half, I ended up buying a different brand mouse and want the original amount plus taxes to be refunded since it is in warranty and they failed to send any replacement or any tracking information because they never shipped anything.

  

  Business Response

  Date: 05/26/2023

  Thank you for your submission. Upon inquiry of this issue with our customer care, it was document that the mouse that was purchased was on back order and we apologize for not properly communicating that immediately.  I've escalated the request and issuance of the refund. I will provide proper confirmation of such refund once I have additional information. 

  Kind regards

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20074400
  
  I am rejecting this response because:

  1. They had promised a replacement mouse after initial claim, that was never delivered.

  2. On a follow up of initial complaint, they promised to provide a tracking number for the replacement mouse, but that was never provided.

  3. Now they are promising a refund, which will be an acceptable response, but only if they deliver. Their past history is suggestive that they make promises that are never fulfilled. I can consider the complaint closed after I receive my refund, a mere promise of a refund with no fulfilment is not a resolution.

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/09/2023

  Dear ****************, 

  Our customer service team requested a refund for the amount you provided in your Amazon receipt. The refund check was issued and sent out earlier this week, please allow ***** days for receipt. We apologize for the experience you had with ** and we hope you give ** another opportunity to serve you better in the future.

  Kind regards, 

  ***********;

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased 2 Powera Xbox 1 controllers from retailers in *******, in the last year. The first one lasted 6 months before serious defects in workmanship left it unusable. I purchased another to replace it, it lasted 5 months. After fighting with ****(as PowerA), they finally honored the 2 year warranty on 1 device. They made every attempt to avoid doing so, but they did it. "The replacement will have no warranty" I was told by customer service. It arrived defective, out of the box. It senses input when there is none, and no amount of calibration will help. A cursory glance through the internet tells me they've done this to tens, if not hundreds of thousands of other customers. So, I'm out 3 controllers in total, a cash value of $150. I'm going to bring this to the attention of ********** of whom Acco/PowerA is licensed, in an effort to keep other consumers from being defrauded as I was. There seems to be some serious quality assurance issues with this company's products. I will accept a replacement PRO OR ELITE MODEL OR BETTER. These seem to be the only product they make that actually works as advertised. The replacement SHOULD HAVE A WARRANTY LIKE ANY OTHER PRODUCT, as Acco brands PowerA has proven itself untrustworthy at best.

  

  Business Response

  Date: 02/07/2023

  After initial inquiry with our PowerA Consumer Support team, I found that initially the customer reached out to our team asking for a replacement product, but was unable to provide a copy of the receipt. One of our representatives provided the customer a courtesy exchange, but let him know that a copy of a receipt would be required in the future (see attached), that exchange happened on November 25, 2022.

  On January 25, 2023, the customer reached out to our PowerA Consumer Support team again to notify us that the controller was "acting up" and asked for another replacement. This second issue has been escalated and being handled by one of our senior team members. We will/or have requested the controllers are returned and will work with our Product Quality Team to understand the underlying issue. We will/have offer replacement controllers. 

  Kind regards

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18897120
  
  I am rejecting this response because:
  I have already attempted to remedy the situation this way once. I have 3 in total defective products. I will not be repeating the same steps, only to wait an unreasonable amount of time to be sent a defective product in exchange for the defective product you already sent me. I have already outlined in the initial complaint what I find as a consumer you have taken advantage of  what I find to be an acceptable solution.  Otherwise I will be satisfied that the complaints stands, so in an effort to keep other consumers from having this experience. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/24/2023

  We understand at times we are unable to find a suitable resolution and we are constantly working towards making sure all of our customers are happy with their purchase and have a good experience in dealing with ACCO Brands. 

  Unfortunately, ************************ did not respond to our request to work with him to get a defective sample back. We approached him from a position of wanting to make improvements to our products for him and others who might be experiencing the same failure. We have attempted multiple times to address the issue and done so within the limits of our warranty (***************************************), including issuing a warranty replacement without having a valid proof of purchase.

  Thank you for giving us the opportunity to try and resolve this issue. 

   

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 18897120
  
  I am rejecting this response because: this is another tactic to delay a reasonable outcome for the consumer. I have already been through this, they sent me an identical defective product to the original defective product. I outlined a plan for both myself, and powerA to come to an understanding. They tried to send me more defective junk I have to wait 5 weeks for. No thanks. This is done, willfully and purposefully to discourage customers using their warranty. This is a dishonest, fraudulent business out to take advantage of unwitting consumers. I will continue to spread the word about PowerA, and take further legal action to recoup the damages. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/27/2022

  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.

  I have been ordering the Day-Timer filler pages for over 40 years. On December 2, 2022, I went to the Day-Timer's website to order my 2023 Day-timer filler pages. I always order the two-page per day filler. I placed what I thought to be the filler pages for the year. I received a confirmation email saying that my order had been received and would be shipped on December 9, 2022. On December 16, 2022, I made an inquiry about my order. On December 19, I went to the webpage and chatted with a representative. I was told that my order had been shipped and I received it on December 6. When I went to the ***** website to look at the picture of what I had been sent, I was appalled. It was a one-page calendar of 2023. I then remembered putting it in the trash can because I wondered why they would send me this via *****. I asked the online chat representative if the company would allow me to pay the difference between what I wanted and what I was sent. This was refused.

  

  Business Response

  Date: 01/03/2023

  Thank you for your submission, we always strive to provide the best experience to our customers and are always disappointed to hear when a customer is unsatisfied.
  
  Based on our inquiry, Mr. ****** did receive the item (*****) he ordered online, however,if his intention was to purchase the same item (*****) he purchased in the past, then Mr. ****** ordered the incorrect item. 
  
  If this was an error committed by our fulfillment team, ACCO Brands would have happily shipped the correct item out at no cost or if the needed item was lesser in value, we would credit the original charge and then invoice for the lesser. ACCO Brands does not ship out replacement items and only charge for the difference.   
  
  When a customer notifies us at the time of delivery that an item was ordered incorrectly, we send return instructions providing steps on how to return the purchased item to receive credit and also assistance in ordering the correct item.
  
  Our customer response team provided the attached chat with customer relating to this matter.
  
  Kind regards
  

  Customer Answer

  Date: 01/03/2023

   
  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 am disappointed in the outcome. I was hoping that I could get what I originally wanted by paying the difference. I am not willing to spend $75 after spending over $30 for a one-page calendar.  In the past I have received a catalog but this year I didn't.  I have been ordering the two-page per day Daytimer filler pages since **** so I was very disappointed. 

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/08/2022

  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.

  Purchased one of their Docking stations on Amazon back in June 26, 2021.The product malfunctioned and needed repair, so I contacted their support.The support told me the product is discontinued and no longer can be repaired, they offered a full refund after I shipped the product back to them.I shipped the product back to them in March 2022 but yet to receive a refund.They have told me that they moved offices and that my original refund request was lost.Then they reissued another refund request in October, and asked me to wait 4-6 weeks.I still have not received anything, so I have contacted them 3 times and all 3 times they have told me they will get back to me in 24-48hours with the status of the refund, but nothing. it has now been 9 months since I shipped the broken product back to them, with no refund. Total amount to be refunded $245.73

  

  Business Response

  Date: 12/28/2022

  Upon investigation, it appears there was a break down in communication between our customer service and the customer regarding a refund. This issue was immediately prioritized, on December 12, 2022, our team processed a refund in the amount of $245.73 to customer. Checks can take up to 4 weeks from issuance to receipt. 

  Thank you

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18541986
  
  I am rejecting this response because: This is the same response that has been given to me from the day I got in touch with the business back in March 2022.

  The problem is the business mentions "The check will be mailed out to your address in *-*weeks".  This number changes everytime. sometimes its 2-3 weeks, sometimes its 4-6 weeks. The end result: I have not received anything in 10months. 

  Exact same response was given when I reopened a complaint back in October. the response was to mail out a check to me in 4-6 weeks. 

  
  Sincerely,
  
  Go Sugaya

  

  Business Response

  Date: 01/03/2023

  We are sorry you do not feel confident in our response. I can provide that check no. ****** was issued on December 15, 2022 and was mailed out from the bank the following day. Based on that timeline, you should have the check either by the end of this week or next. Please feel to reach out to our team if this is not the case. 

  Thank you

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in regards to a veri-mark *** that was purchased a couple of months ago. ********** never sent a receipt and said they could not provide an exchange. In this case I am requesting a refund.

  

  Business Response

  Date: 12/05/2022

  After speaking with our customer care team, I can provide that if a purchase is made through a third party, our team will not have access to their receipt. We cannot issue a refund or exchange that is not purchased direct from us without proof of purchase. Specifically, for any product/purchases over $50, we need proof of purchase to issue a refund. Our tech support team did share, that on November 18th, they asked the customer to provide proof of purchase and have not yet received anything to date. 

   

  If customer is able to provide proof of purchase, our team would be able to process refund/exchange. 

  
  Thank you

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18517054
  
  I am rejecting this response because: I never received the receipt from the company which is illegal. The company needs to provide me a receipt. The purchase was made directly on kensington's website not through a 3rd party vendor
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/15/2022

  We have searched by name, email and addresses listed and were unable to find the purchase made by customer. Our team even ran a report for all purchases shipped to ***********, ********** and still we were unable to find purchase. For all of these reasons, we arrive at the conclusion that this purchase was not made directly through our Kensington.com shop. If customer can provide date of purchase and amount charged to credit card, we can engage **************** to try and find purchase through a different platform. 

  Our team did reach out on December 6, our hope is to verify customer's address, if customer will confirm address, we will happily ship a replacement product. Unfortunately, without proof of purchase we cannot issue a refund. 

   

  Kind regards

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18517054
  
  I am rejecting this response because: It was purchased at office depot 07/05/22. It has only been 5 months and it isn't working
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/17/2022

  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.

  I ordered a docking station off of Amazon. The docking station was supposed to plug into my laptop, then duplicate my display onto two screens. The docking station worked for 45 days or so then my right screen went out. After trouble shooting. I determined it was the docking station. However I was out of the Amazon warranty period but the product had a three year manufacturer warranty. I contacted the manufacturer (Kensington), they sent me a replacement docking stationed. This stationed only worked for two weeks then completely went out. I called Kensington support again, they said they dont have anymore and it would be a year and a half for a replacement. I told them they I wanted a refund. They asked for me to sent the device back (which I was obligated to pay for shipping) and provide a receipt and proof of shipping. However, I have yet to receive my refund this was in Nov 2021. I have contacted Kensington several times, which every time they give me the run around. Ive been told its been sent several times but when my refund doesnt arrive they blame it on a different department and in fact a refund was never sent. I recently called again and was told they processed the refund back in September 2022 (10 months after returning) the product and to give them 4-6 weeks. But 8 weeks later I do not have a refund.

  

  Business Response

  Date: 11/21/2022

  Our customer success team reached out to customer today, November 21, 2022 to apologize for the lack of follow-up. Refund will be promptly issued in response to customer's claim. Notice was given to customer that request for payment will be logged on November 22, 2022 and may take up to 4 weeks to be in hand. 

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Controller purchased from PowerA Products in December 2020. In January, weeks after purchase, my card was charged for amount of controller and then credited back the amount of purchase and I believed this meant my order had been cancelled, therefore, I ordered same item on Amazon. Weeks later, I received the controller and was once again charged (taken out through my debit card). I reached out to ***************** who acknowledged my return and sent me a return airbill, telling me that once received, I would get my money back. I used the airbill sent to me by PowerA and, therefore, had no controller in my possession, yet have not received my money back. I have reached out over and over to no avail. Attached, I have send a copy of receipt, a word document with various correspondence between me and customer service, as well as the airbill they provided. I have tried my best many times to get my money back, however, this has not occurred. I have no product and no reimbursement. This is not acceptable. I am asking that BBB reach out and get a refund for my purchase, as I returned the unused product and was told that once received, I would get my money back. This has not happened and all I have received is apologies for the inconvenience and patience requested. Please assist me in getting my money back. Thank you in advance, ***************************

  

  Business Response

  Date: 11/07/2022

  It is with sincere apology to our customer that payment for the returned controller was delayed. 

  After investigating ********************** complaint, the following was discovered:

  1. The person assigned to ********************** case and specifically responsible for issuing credit after returned controller was received, is no longer with the company, we were unable to provide an exact timeline associated with ********************** issued credits. 

  2. During the same time as ********************** credit would have been issued and tracked ACCO as a company switched payment processing application from Oracle to SAP, while this may not seem significant, it disallowed our customer success team to follow up on any previously entered requests for payment and also what would have been the tracking of those records. 

  3. This BBB complaint brought to our attention the outstanding credit for Mr. ****** for the first time, due to our lack of visibility to previous service platform, our customer success team has reached out to ****************** in order to immediately issue outstanding credit. 

  We understand the frustration this has caused ****************** and hope we hope that processing his credit will appropriately satisfy him. Like many other companies, the global pandemic caused some blips in our otherwise successful customer relations, we hope to resolve any issues that come to light as best as we can. 

  Thank you

  ACCO Brands