ComplaintsforOffice Depot, Inc.

• Initial Complaint

  09/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ***** from Office Depot on Ramona Blvd., Jax, FL is one of the nastiest employees ever. I went there to scan a document and email. I emailed the document to me. The email was never delivered to my inbox. I explained this to *****. ***** lied like the devil. He told me the email was sent. He thought I was stupid. However, it was his behavior that was stupid. I showed him my phone showing my email inbox screen that it was not delivered. He continued to lie to me saying it was. I was not going to let this rest. He was so full of pride refusing to apologize. All he did was walk away from the cash register full of pride and lack of empathy towards me. He needs to be fired. Period.

  

  Business response

  10/14/2021

  Business Response /* (1000, 5, 2021/09/16) */ Dear BBB, Thank you for forwarding our customer's complaint. I shared his complaint with the store's District Manager and Regional Vice President to provide coaching and training. I reached to the customer via the phone number and email address listed on this complaint but have not yet received a response. The District Manager also attempted to call the customer. Sincerely, *********** Executive Customer Relations Office Depot XXXXXX-XXXXXX Consumer Response /* (3000, 13, 2021/09/27) */ There's nothing to click on to respond to. That's why there's no response. What are my options for my satisfaction. Is the employee taking professional training? If not, then he needs it. Otherwise he will continue being unprofessional to customers causing more complaints resulting in you losing business. Business Response /* (4000, 15, 2021/10/01) */ Dear BBB, Office Depot shared this customer's comments and concerns with Senior Management over this store. Coaching and training was provided. We respectfully request that this case be administratively closed as resolved. Thank you. Sincerely, **** ****** Executive Customer Relations Office Depot XXXXXX-XXXXXX

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a laptop from officedepot.com on Sept 4th and paid for same day delivery because I was moving and wanted to make sure my item was there. It didn't arrive as promised. I called customer service and told agent that I didn't receive and that I was moving on Sept 7th. They refunded the $15 fee for same day delivery and promised it would be there by the 7th. It didn't arrive. I called support again as well as sent a message. My house is sold and I am hundreds of miles away in California. I asked to speak to a manager and waited to do so. I told the agent that I was not there and needed to cancel the shipment and get a return, that I cannot deny a shipment anymore. I was told this would be taken care of. Now I just got a text today from Shipt, the delivery service they use that it has been delivered after all. I texted the person back and explained that this was supposed to be cancelled, got a customer service number for Shipt to follow up with them, which was documented.

  

  Business response

  09/17/2021

  Business Response /* (1000, 5, 2021/09/16) */ Dear BBB: Thank you for forwarding our customer's complaint. We have contacted our customer and apologized for the experience. We have researched the root cause of this issue internally. The customer has been credited in full. Additionally, as a gesture of customer service, we have sent an Office Depot e-gift card. The customer seems satisfied with the resolution and we hope he will continue to shop with Office Depot. Best Regards, Sincerely, Claudia Steckler Executive Consumer Relations Office Depot Inc. Ref #XXXXXX-XXXXXX Consumer Response /* (2000, 7, 2021/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Office Depot refunded the total purchase and also offered a gift card for the inconvenience.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a desk from business.officedepot.com on Friday, July 23rd 2021 at 9:18am (Order Confirmation #XXXXXXXXX-XXX). Received an email confirmation: "Order #: XXXXXXXXX-XXX, Status: In Process, Your estimated delivery date is Friday, August 27, 2021". Package 1 of 2 arrived however there is no update on when package 2 of 2 is scheduled to arrive. I have contacted Anshul Verma, Research Specialist, Virtual warehouse ***************@officedepot.com multiple times, the latest email sent on 9/7/2021 has received no response. I will be purchasing a desk through another vendor, I am requesting a refund from Office Depot in the total amount paid: $429.99 and would like your assistance with this refund. Office Depot will also have to coordinate the pickup of the first package from 1461 Broadway, South Portland ME. We are not legally responsible to send this back: Subtotal: $429.99 Furniture Delivery Fee: $0.00 Tax: $0.00 Order Total $429.99

  

  Business response

  10/04/2021

  Business Response /* (1000, 5, 2021/09/17) */ Dear BBB, The complaint is being addressed accordingly. Please kindly provide us an extension to assure Mrs. ********'s satisfaction. Sincerely, Paula Giraldo Executive Customer Relations Case XXXXXX-XXXXXX Consumer Response /* (3000, 7, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Package 1 of 2 has yet to be picked up, as promised on two separate occasions by Paula. This issue is not resolved, please advise. Business Response /* (4000, 9, 2021/09/28) */ Dear BBB, We apologize for the delay in resolving the issue. Mrs. ******** has been asked to discard of the box and a refund has been issued. We have also provided her with a gift card and offered a discount on the future purchase. Sincerely, Paula Giraldo Executive Customer Relations Case XXXXXX-XXXXXX Consumer Response /* (4200, 11, 2021/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received ******* message today and I have discarded the box per her instruction. I request to keep this case open and pending until the refund is received. As of this evening, the refund has not yet been credited to my account. Thank you. Consumer Response /* (2000, 13, 2021/10/04) */ ******* ******** 4:15 PM (1 minute ago) to me Thank you so much for your assistance with this matter, it has been much appreciated � Yes, I do see the refund in my company's office depot account profile so this case may be closed. Thank you again! ******* ******* ******** Director of Cemeteries, Portland Diocese

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  returned order XXXXXXXXX on 8/5/21 to date i have not recieved my refund of 70.19. i have contacted office depot many times for this refund a few times. last with a mr. shobharn shukla ref no. XXXXXXXX. that was 8/30 and still no answer or refund

  

  Business response

  10/26/2021

  Business Response /* (1000, 5, 2021/09/16) */ Dear BBB: Thank you for forwarding our customer's complaint. We have contacted our customer and apologized for the experience. The customer should have received a check refund in full but it did not process as expected. I have requested a check to be mailed to the customer for his order. It should be received by next week. Additionally, as a gesture of customer service, we have sent an Office Depot gift card. We hope the customer will be satisfied with the resolution and continue to shop with Office Depot. Best Regards, Sincerely, Claudia Steckler Executive Consumer Relations Office Depot Inc. Ref #XXXXXX-XXXXXX Consumer Response /* (3000, 12, 2021/10/05) */ returning order XXXXXXXXX, they are not sending the return label. i spoke with customer service 4 times and they keep telling me i will get it within 24 hours. to date i have not received the label. i would like my refund of $321.28 Business Response /* (4000, 14, 2021/10/13) */ Dear BBB: Thank you for forwarding our customer's additional comments. The label requested is for a different return. We have contacted our customer and sent another label. We have also reached out twice to confirm he received the label and to date, we have not received a response. Should we receive a response, we are ready, willing and able to help the customer. We respectfully request that this case be closed administratively. Best Regards, Sincerely, Claudia Steckler Executive Consumer Relations Office Depot Inc. Ref #XXXXXX-XXXXXX

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sat., August 28, 2021 I purchased a backup battery power device from Office Depot #2820, which did not work for the Alcatel cell phones I have and also scrambled the connections on my laptop. Since Tuesday, August 31, 2021, I have attempted to return this item to Office Depot #2820. I did not try on Sunday August 29, 2021 or Monday, August 31, 2021 because of Hurricane Ida, cat #4 storm, hitting the area. Daily from Tuesday, August 31, 2021 to Friday, September 3, 2021 I telephoned XXX-XXX-XXXX OD #28 tel. # and checked the Office Depot #2820 website and was informed that the store was closed. On Friday, I was informed on the website that the store was open and by telephone that the store was open and to visit the store. I walked by the store twice today between 11 AM and 1:30 PM on Friday, September 3, 2021 and this Office Depot #2820 was NOT open. I contacted Office Depot chat and am enclosing a copy of the transcript. What about returns to store if store closed? Pls. adv.

  

  Business response

  09/08/2021

  Consumer Response /* (2000, 10, 2021/09/08) */ ****** ****** <*********@yahoo.com> 11:39 AM (5 minutes ago) to me I am happy to say that the matter was resolved by the merchant, Office Depot #2820. However, the issues of contradictory information need to be addressed by merchants. The website/chatbox/customer service representative, door notifications and postings, and voicemails all need to be in sync, on the same page with the same information, even more so during a pandemic AND/OR a hurricane and its aftermath. I may not have been the only one who checked the website, telephoned, walked/drove over to the store to find that the information on the website, voicemail, etc. given was incorrect and that the store was still boarded up and closed with confusing notifications (extension for returns May 3rd) even though all the other stores in the shopping center were still operating. It would have helped if the customer service representative had had more knowledge than was displayed location of store, Cat #4 hurricane 5 days or so before, and procedures for handling situations like this. Thank you. I appreciate the help that the Better Business Bureau gave me and their prompt replies.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 21, 2021 the business I work for Columbia Christian School, bought two desks from Office Depot. When they got here they were all scratched up and one was broke in to two pieces. The one that was not broken in pieces we spent hours putting together to only discover that it was scratched up beyond use. I called them on Monday morning and they said they would pick up on Wednesday June 22, 2021. They did not and I waited for a week or so and called again and they said someone would get back with me to schedule a pick up. I call the number get a customer service agent that transfers me to the virtual warehouse who never picks up! I leave messages and they do not called me back. It is a ****************@officedepot.com. He is the one that originally schedule the first pick up. This is not the quality of stuff that Office Depot usually does. We just want our $750.53 back and the desks are in our way and we need to get them out of the way. Our students have to go around .

  

  Business response

  09/21/2021

  Business Response /* (1000, 5, 2021/09/10) */ Dear BBB, The complaint is being addressed accordingly. Please kindly provide us an extension to assure Mrs. *******'s satisfaction. Sincerely, Paula Giraldo Executive Customer Relations Case XXXXXX-XXXXXX Consumer Response /* (2000, 12, 2021/09/21) */ **************@ccscrusaders.com 8:43 AM (34 minutes ago) to me The company finally picked up the merchandise Friday and we are satisfied. Thank you for the work you do to help people like us!

• Initial Complaint

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent out a package through their Fedex store in office depot, which I did not know was not directly Fedex. Shipped out a package to california that got damaged in transit. I paid for insurance on the product which was a surround sound receiver that was valued at $1000. Filed a claim through Fedex on May 27 which apparently office depot was supposed to do. Had office depot file a claim right after I was denied from Fedex and we are looking at 3 months now and still no resolution. I'm being passed **** one person to the other and need to get this $1000 back now. The help I have received from the store and from corporate has been pretty much nothing.

  

  Business response

  09/13/2021

  Business Response /* (1000, 5, 2021/08/25) */ Dear BBB: Thank you for forwarding our customer's complaint. Our Risk Management Department is handling this as a claim and have been in direct contact with our customer. Therefore, we are requesting this complaint be closed. The customer should continue to communicate with the Risk team for the existing claim. Best Regards, Sincerely, ***************** Executive Consumer Relations Office Depot Inc. Ref #XXXXXX-XXXXXX Consumer Response /* (3000, 7, 2021/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Case should not be closed until this is completely resolved. I've been told the same thing over and over for the last month and until this issue isn't completely resolved and I have the insurance money, I do not believe it should be closed. Business Response /* (4000, 9, 2021/08/26) */ Dear BBB: We have received our customer's additional concerns. Office Depot was sorry to hear of the customer's disappointment. This particular case is not a customer service issue which is why Donna Pooler of our Risk Management team is handling this and following up on the FedEx claim. They do not respond to BBB cases. She is still working on and managing the customer's issue. She will be handling all communication with the customer directly. We respectfully request that this case be administratively closed. Best Regards, ***************** Executive Customer Relations Office Depot, Inc. Ref #XXXXXX-XXXXXX Consumer Response /* (4200, 11, 2021/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I respectively disagree that this is not a customer service issue. It is in fact a customer service issue due to the simple fact that I did the transaction through Office Depot, making me a customer and it's a service issue due to the simple fact that I've received a service that I'm not satisfied with and that still isn't resolved. This whole process started May 27th and it is now August 27th. The whole process was not handled correctly and is still not resolved. Business Response /* (4000, 13, 2021/08/31) */ Dear BBB, Donna Pooler is in Office Depot's Risk Management Department and is handling this complaint. She is working with FedEx to resolve. Once a claim is opened with Risk Management, Office Depot's Executive Customer Relations steps out. We respectfully request that this claim be administratively closed as a customer service complaint. since our Risk Management Department is handling this. Sincerely, **** ****** Coordinator, Executive Customer Relations Office Depot Case XXXXXX-XXXXXX

• Initial Complaint

  08/05/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an HP printer a month ago. The printer started malfunctioning and quit working apprx. a week ago. I spoke to customer service yesterday about the issue. She gave me the needed information I was looking for. At no time in our conversation, did she ever state that Office Depot would not exchange the printer. I drove 30 miles one way to exchange the printer. The store manager came up with a very negative attitude. Never once, did he apologize to me , never once, did he even attempt to help. Told me, what ever the reason for the exchange or return, 14 days is the allotted time. Again, no apologies nor did he even try to act sympathetic. I told him to keep the printer up his ***, and broke it on the floor. I am simply asking for a refund of the purchase price. Nothing more. I will kindly go away, with a refund.

  

  Business response

  08/10/2021

  Business Response /* (1000, 5, 2021/08/09) */ Dear BBB, Thank you for sending our customer concerns to us. I have communicated with our customer via emails and have issued a credit for the printer in the amount of $173.19 and have also sent a $50 Office Depot electronic gift card. Thank you. Best, Diane M. Demma Executive Customer Relations Office Depot Ref#XXXXXX-XXXXXX Consumer Response /* (2000, 7, 2021/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Diane was wonderful...I can not thank her enough for her fast response, and willingness to help me.

• Initial Complaint

  08/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4 HOURS in the store WAITING for flyers to be printed and cut (and the design was LITERALLY FINISHED). I was cut by other customers, insulted and disrespected by the store manager (not to mention her 3x cigarette breaks).Failing to deliver the product that was literally DONE for them so all they had to do was click "print". Product was never even printed or formatted properly and they wouldn't cut them because they KNEW how bad they were and out of alignment. Rebecca (the alleged store manager ) even said she was going to charge me labor for redesigning my finished product after making me WAIT 4 HOURS to be served... (mind you Im a graphic designer that had the files prepared in 4 formats for them!). She screamed at me AND her employees repeatedly making a scene. I was overcharged (double the cost) and I explained this she refused to ring me out and made another employee do so. I called corporate 6x and emailed 4x and NO ONE HAS RESPONDED in 2 WEEKS! I attached the full detail of event

  

  Business response

  09/07/2021

  Business Response /* (1000, 6, 2021/08/05) */ Dear BBB, Thank you for forwarding our customer's complaint. We have reached an agreement on accommodations for this resolution. We will be providing a refund and recreating his job for him Sincerely, ************ Executive Customer Relations Office Depot, Inc. Case # XXXXXX-XXXXXX Consumer Response /* (2000, 8, 2021/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Spoke to Robert and Corey (sp?) today regarding refund and reprint. Should be resolved. Will update if further issues. Consumer Response /* (3000, 13, 2021/08/17) */ Here is an UPDATE: I set a deadline for Monday and agreed for Tuesday morning pick up as your employee stated that they would like an extra day to make sure it's perfect. I drove an hour one way to pick up Flyers Tuesday EVENING - that was not prepared. When I turned to ask where anything was, no one knew anything about my order and stated it was supposed to be Wednesday which was in fact a lie because four Witnesses were present. I asked to call the manager immediately (Kelly), and apparently, she was too busy and nobody wanted to own up to the mistake. I asked to call Corey as well and nobody was capable of doing so. I then received a call at 8 at night from Kelly (with which I have the voicemail) making excuses why the product was not done on time. Not only was it a day off; it was 2 days off. I then had to wait until the next evening to pick up the order (and drive back again) because still nobody had it done on time in the morning of the next day. When I arrived again, I had to wait. Which is interesting, because I called earlier in the day to find out when manager Kelly left and when I could review the product to ensure everything was done. When I called in- I also advised I had prints to make and needed it done the same day. I was told that was totally fine and suitable and Kelly or someone would be able to accommodate since the print dept was open until 8pm. This too proves to be a lie, because apparently everybody went home at 6 and nobody wanted to do the work and was advised to come back AGAIN the next day. So yet again- there's a lie and I had to come back and pick up papers potentially. Oddly enough - I still have not received a phone call or confirmation that the order is ready and complete for pickup and it is now Monday... days after the order was promised to be fulfilled. I asked (and deserve) compensation again for the least due to the lack of fulfillment in this new order and the constant miscommunication (let alone 2 more wasted hours of fuel and driving). This company lies, deceits, changes stories, and adopts false realities to cover oneself. Literally; every one of the employees has lied or tried to cover something up at some point. All I ask is that the entirety of all of my files and any cookies, cache, tracers and history on any of your systems be 100-percent removed permanently. And I want this to be documented as I'm putting this in an email. Everything is to be deleted and wiped. The documents pending to be printed as well because the company continues to bury itself in lies and make excuses are to be deleted. I've been an owner operator for 20 years in business and I've never seen so much as this company's attempt to hide and lie. I do not expect anything further. If I ever choose to use the company again, I will have audio recordings, written documentation and complete invoice prior to any engagement moving forward. Office Depot company has cost me over a month Plus over 20 hours of wasted time, materials and fuel. Wanted to update the existing case- so as to show the truth of what occurred. P.S. The cards that were reprinted. They are off and have a ***** line at the bottom of them. Both Wrong and unacceptable. However, I don't expect anything for this either because there is no excuse that the company literally had 2 extra days to make it right after costing 4 weeks of no replies- and still was not capable. And this was LITERALLY done at Boca Raton HEADQUARTERS office location. Business Response /* (4000, 15, 2021/08/24) */ Dear BBB, Thank you for forwarding our customer's complaint. The customer asked we removed all his files out of our system for his print orders and we have. I checked and nothing comes up with customer email or phone # in our system. The customer was also accommodated one last time with a gift card for $92.47 which is the second accommodation. We also refunded this customer $92.47 previously Sincerely, ************ Executive Customer Relations Office Depot, Inc. Case # XXXXXX-XXXXXX

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Recieved a computer screen without a functional DVI input and the screen is too dark. I have tried to return this item and keep getting the runaround. I have only so many days to make a return, and i am not recievign a reply with the shipping label to return the item.

  

  Business response

  10/21/2021

  Business Response /* (1000, 5, 2021/08/02) */ August 2, 2021 Dear BBB, Thank you for sending our customers concerns to us. I have processed a credit for the monitor in the amount of $189.75. I have emailed our customer explaining we will not be picking up the monitor to please dispose of it, trash it or donate it. In addition we have sent our customer a $50 Office Depot electronic gift card. We hope our customer will apply the gift card towards another monitor selection. Thank you. Best, ************** Executive Customer Relations Office Depot Ref#XXXXXX-XXXXXX Consumer Response /* (2000, 7, 2021/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩