Office Depot Inc

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2.0 out of 5, based on 3 ratings and
65 reviews & complaints.
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Free Delivery Blows
Posted by on
Rating: 1/51
I ordered a printer online on Saturday, and the website said "if you order by 5pm, you'll receive your order the next business day." Since it was 9pm when I ordered and Saturday, I expected to receive the product on Tuesday.

Tuesday rolls around, and I check the delivery status at "LaserShip". "Received 5:30am Out for Delivery 6:01am" - yippee! So I waited, and waited. Looked back at the website, and it assured me "Delivery by 7pm". At 7:30pm I called Office Depot, and the recording tells me my order has been delivered. I then press 3 for agent, and got someone who is obviously over 5,000 miles from my location, with a misplaced English name. The person assured me they would help, and proceeded to go to the LaserShip website and read to me the same status I had read. "No further information is available - it is out for delivery." Uh-huh, but the recording at your number says it was delivered. "No sir, there is nothing in the record to say it was delivered." OK.

So Wednesday comes, and I settle in to wait for my delivery. I check the website, and it still shows the item went out Tuesday for delivery (to the moon?). Anticipating how my day will end, I cross my fingers and busy myself with sundry tasks. 7:30pm comes, and I post an inquiry on both the Office Depot and LaserShip websites (who the heck knows which one to use?). I call Office Depot, and am again told with fanfare that my order has been delivered. 3 for the almost-useless agent, who tells me they are expediting a help request, but the help office is closed at this hour. Uh-huh. I am assured there is a 4-hr response time, which in this case means I should get a call in the morning.

Thursday morning I get a call from someone who sounds like she is on a cell phone in her laundry room loading the dryer. "I'm cal-ng to -ell you I will -eck on this and ge- back to you -ly." Gee, thank you. 2 hours later, she calls back from cell phone in the laundry room - "th- pa--age should be deliver-- --tween 2pm and 3pm." wow, how did they find my package so fast? 3pm arrives and a rental truck comes down the road. Guy swings open the door, and there are like 3 small boxes with "Office Depot" on them. There's my printer!

How did I get this so wrong? I must have used Office *Max* last time. The truck had the company name on it, and the delivery was the same day. Never again, Office Depot. Mark my words, never again!
     
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Alain on 2012-02-03:
Thank you for the heads up, Trmn8r. I've never used their delivery service and given this report of the run around you had with them, I'm not liable to try it. It'd be interesting what their corporate office in Albuquerque has for an explanation [(505) 332-1532]. Wonder if that call would be rerouted to the laundry room, too.
Venice09 on 2012-02-03:
Can't say that I blame you for writing them off. I can't imagine anyone ordering from them twice.

Thanks for the warning!
Churro on 2012-02-03:
I would think this complaint is more about LaserShip than Office Depot. Okay, perhaps Office Depot for choosing LaserShip.

I've never had any dealings with LaserShip but judging by the complaints posted by PO'ed Amazon Prime members I'd say your LaserShip experience is not atypical at all.
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School Pencils for Students are Constantly Breaking-Students Can't Use Them!
Posted by on
Rating: 1/51
LAS VEGAS, WASHINGTON -- My husband is a teacher at a Title 1 school in North Las Vegas where the children are living in a distressed community. These teachers received free pencils from Office Depot and when trying to sharpen the pencils so the children can do their work- the pencil lead constantly breaks. I have a bag full of pencils that can not be sharpened without breaking the instant you put pencil to paper. It is as though they were made with pieces of lead so that it will not stay in the pencil. I spent a hour this week sharpening the class pencils for my husband and EVERY pencil would fall out of the pencil EVERY TIME I sharpened them.. Is this how Office Depot is supporting students? Every teacher I spoke with was experiencing the same problem with these pencils and now my husband and I have to purchase (out of our pockets) some other pencils or mechanical pencils for his 30 students so they have something to write with everyday.
What these kids need and what these teachers need is great supplies without teachers having to pay out of pocket constantly. I am so frustrated with the quality of these pencils.. Please help us fix this problem! Tell me what you will do to make this right! Thank you!
     
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onlooker on 2013-09-25:
Have you gone to the store to discus or document this issue?
FoDaddy19 on 2013-09-25:
I work for a school as well. We donations from companies sometimes. One company donated some used computer monitors.Out of the 20 that we got, only 9 actually functioned, and of those 9, about 6 functioned flawlessly. Nothing you can do about it really. Beggars can't be choosers and all that.
CU on 2013-09-25:
The pencils were free. How do you make something right that was a gift to begin with? I do agree with Onlooker, take the pencils to the store and show them the problem. Maybe they can fix it up with their supplier.
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Excellent Corporate Response
Posted by on
I had been saving up my reward points to purchase a nice camera for myself. When I finally had enough points, the camera was out of stock, available by special order online only. I kept checking every couple of days and at last, it was in stock! I placed the order and waited for it to get to me! When it arrived it was a Friday afternoon and my daughter and I spent Saturday trying to figure out how to operate it. Finally, we gave up because something appeared to be wrong with it.
We called Office Depot customer service and got someone in India who could only offer to return it and when it had been returned ship a new one out to us. We were leaving on Wednesday on a long awaited vacation to Turkey and really wanted to take the camera with us- that wouldn't help us at all. We called Canon and they agreed that the camera was defective but they could only offer the same arrangements as the store- mail it in and get another mailed back. No good! We went into an Office Depot store to see if there was something they could do, but they didn't have anything comparable in the store.

Monday morning we called the Executive Relations number that Office Depot has in the US. We spoke to Kam Shirley and she is the reason that this is a compliment and not a complaint! It took her two days to finagle a resolution for us but she never gave up! Late Tuesday evening I was on my way to the Office depot store where the manager was waiting for me. Ms. Shirley had arranged for me to return the $700 camera to him, have him give me CASH for the camera that I paid for with reward points so that I could go to a competitor that carried the camera locally!

That wonderful service to me and my daughter so that we would have a camera for our vacation has made me an enthusiastic customer for life! Love Office Depot and Ms. Shirley is an incredible asset for them.

Thank you again!
     
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Alain on 2011-05-19:
I couldn't find the special executive relations number you mentioned, only the e-mail address relations@officedepot.com was listed. What is the number you called to get Ms. Shirley? Glad to hear you received great service from Office Depot in resolving this problem!
ChuhBaca on 2011-05-19:
WOW! That's how you EARN a loyal customer; by turning a complaint into a compliment! When you treat people like people with unique circumstances instead of a situation for which you have predetermined responses, you get happy customers. Great Review and Kam deserves kudos for knowing what customer service truly is.
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Office Depot "Technology return" Ripoff
Posted by on
NORTH MIAMI BEACH, FLORIDA -- Me and My fiance recently purchased a Monitor from office depot on memorial day. We had read on the boards that a number of people suggested a certain monitor for graphic arts majors.

When we went into the store everyone was helpful in making sure we got out the door with the monitor...not a single person explained that:
1 there is a 14 day return policy
2 Oh and by the way, if its a "technology item", your screwed, we don't give your money back under any circumstance.
2 days after purchase we realized the monitor had some bad pixels on the screen and the back light for the monitor was terrible. Thinking that like almost any other company they would let us return it for a refund (or at the very least a in store credit, we took the monitor back.....
The store tells us its a store policy of no refunds. So, we call customer service, they tell us, "no, you can refund it, we'll send a pick up driver to the store to pick up the item! and then send you a refund check in the mail"
We go back to the store the next day and get told "No, we don't allow that, they have to go to your house!" and then proceed to set up a house pickup with Customer service to get the driver to come to our house.
We then get a call a day later (now 2 days of back and forth driving) from the dispatch saying "nope, we won't go to your house, you have to go to the store!"
We get a number for their corporate office and they tell us "Nope! we are not giving you back anything, you can exchange it, that's it!"
Absolutely disgusting. Horrible Service and Underhanded policies. I could understand if they had made it very clear there was no refunds or credit given (we would have left it at the store and bought at another store where they actually WANT repeat service)
This is your warning. DO NOT buy from office depot. EVER. They have changed their refund policy and will not refund your money for any "technology item" (like 90% of the things your going to buy in a store like this)
     
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Anonymous on 2009-05-29:
Might be a violation of state consumer law. Regardless of what the store policy might be, they cannot override state law. If the item is defective they must give you a refund.
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8-10 Weeks is vastly underestimated wait for rebate
Posted by on
Rating: 4/51
I examined the rebate form with a magnifying glass and a lawyer at my side. I made sure to follow every rule to a t. Picture it - the month was March.

So I call today to find out what's what, as my check never arrived. The automated system can't find any record of my submission ): Hope springs eternal as I am connected with a cheerful Office Depot rep, who takes my address. She finds my submission, and quickly tells me it was received more than 3 months ago. She asks to put me on hold, and after several minutes returns to tell me the rebate "is just sitting, waiting to be approved." More like just sitting waiting for me to forget about it, most likely.

She told me I can check the status of my check on the OD website, but if the automated system can't look me up by my phone # or address, I have little confidence that will happen...

Golly, I expected to be told I forgot a letter or number somewhere. I've never been fond of the whole rebate concept, so I guess I'm not all that surprised. I'll post back if it shows up.
     
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No 100% customer satisfaction
Posted by on
DAYTON -- I purchased two 'office depot' brand print cartridges for my Lexmark printer. Good price at the time so I kept them till I needed a new cartridge in the printer. Neither worked. The printer said 'not a recognizable' cartridge. By this time I no longer had the receipt. They took one back but not the second cause I did not have the original packing material. Two days later I returned with the packing material; now they said the cartridge was no longer in their 'system' and could not take it back. They reminded me of their 14 day return policy and I reminded them of the words on the cartridge package which reads, '100% Satisfaction Guaranteed'. I said it should read, '100% guaranteed sometimes'. My point is that the cartridges were defective, no doubt about it. That is probably why they no longer carry the part. I don't understand why if the part is defective, that they always put it back on the consumer to make it such a pain to get satisfaction. I will never do business with Office Depot again.
     
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Alain on 2011-05-02:
Without a receipt there is little you can do. However, it would have been a better decision for Office Depot just to take back the cartridges and instead of losing a customer.
HonestForSure on 2011-05-21:
Ridiculous management decision as ODP always gets credit for their "own" brand.
Casey Ahlbum @ Office Depot on 2011-07-11:
Sorry to read about your poor experience with an Office Depot brand Ink/Toner product. Please feel free to contact me at casey.ahlbum@officedepot.com and I'll be happy to help solve this problem for you. We need our customers a lot more than you need us and I want to make sure this matter is addressed to your satisfaction.

Sincerely,

Casey J. Ahlbum
Sr. Customer Relations Manager
Executive Customer Relations
Office Depot, Inc.
casey.ahlbum@officedepot.com
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Delivery & Customer service is worthless
Posted by on
I recently ordered a desk from Office Depot and have since found that their delivery service and customer service are both worthless. The delivery date was supposed to be March 23rd and it is now pushed back to the 31st because someone forgot to load it on the truck today. Their delivery vendor only solution was to schedule it 7 days out. The customer service agent I contacted at the Office Depot started the conversation off with “it’s only an estimate” and “it wasn’t in stock” so they could not deliver it – then just kept repeating himself. Too bad the warehouse already told me that it was in-stock and just wasn’t loaded. The supervisor was not much either – she did finally open a complaint after a prolonged conversation but offered me no help at all in resolving this.

DO NOT ORDER furniture that is delivered by truck and not by UPS or FedEx – the delivery vendor (Excel Direct) is worthless and does not care about its customer’s delivery.
     
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tnchuck100 on 2011-03-25:
It would be helpful if you would disclose where this happened.
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Deals Too Good to be True - Office Depot Cancels Order without Good Explanation
Posted by on
RALEIGH, NORTH CAROLINA -- I bought 2 small cases of paper (5 reams per case) with a coupon code online and had selected to pick it up in store. The paper was on sale and so the coupon code made it a very good deal. When I went to pick up the order in store, I was told that the manager had cancelled the order. I received no email (and still haven't days later) saying the order was cancelled. I was offered to buy it at the sale price, which wouldn't really make it worth buying as other office supply stores had comparable or better deals. I was also struck by the way the situation was handled when I went to the store. The man behind the counter at the Orders/Pickup area looked at the order and then called somebody (presumably a manager) and then walked to the middle of the store without explanation. He was looking at someone in the back of the store, nodding as if getting instructions (he was wearing a bluetooth headset) and then walked back over to me to tell me my order was cancelled because I couldn't use the coupon code. I left the store without pursuing it further as I didn't detect that there was much effort at customer satisfaction at this store.

My thoughts are that if an order processes online with a coupon code, it should be honored. If you spend your time going into a store to have a manager arbitrarily cancel an order, I don't feel like it is worthwhile to have a business relationship with that store, and possibly that company, anymore. Being a manager of a company, I buy a lot of office supplies and obviously get excited to get a good deal on something now and then. Getting excited about a deal makes me want to shop at the same store again and again to see what other deals I might run into, while also buying things at normal price. I really do wonder what a company, or store manager, is thinking in creating such a rift with a customer as to just cancel an order and not even bother to try to smooth out the reason why. I will never shop at that store again as there are way to many other office supply stores that have policies that are more geared to my liking.
     
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raven2010 on 2010-07-04:
That happened to me several times with Office Depot. It seems whenever they have the really good deals, stock runs out SUPER fast.

Now, when I place orders on those deals, I automatically ASSUME they will get cancelled. That way, I am pleasantly surprised if the item(s) shows up.
MaggieMcT on 2010-07-04:
I would have insisted on being told WHY I couldn't use the coupon code.
raven2010 on 2010-07-04:
usually, on those great deals, there is a disclaimer saying you cannot apply additional credits, coupons, reward points, etc.
MaggieMcT on 2010-07-04:
Yes, but if you're ordering online, it wouldn't take an invalid coupon. (I'm talking in general, I've never ordered online from Office Depot).
raven2010 on 2010-07-04:
It can, and, will, maggie. office depot, IMHO, is KNOWN for inept web sophistication. many times, I have ordered, combined coupon.offers, only to get an email telling me I cannot do so.

this is, of course, not including offers that have a zillion disclaimers.
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Return Policy for on-line orders (most inefficient company I have ever worked with)
Posted by on
I placed an on-line order for a Texas Instrument calculator. The order was delivered the very next day (which I was very pleased with - extremely prompt with the delivery). However, found out from one of my sons that the model I ordered was not the model he needed for school. I went to return the item to the store on my way to work the next day. I was told that they can not take back any order that was delivered and I need to call the toll free number to arrange the return. I call the toll free number and was told that someone will be stopping to pick up the item (anytime between 8:30 - 5:30). When I asked about how the item should be packaged and the label, I was told to address to Home Depot (no address, no label, etc.). Another question I posed was how do I know if it's been actually picked up by someone, the person said "she doesn't know". She asked if I lived in an area that had experienced bulgary lately or if it's safe.

My complaint are the following:

- how can the store not take back items ordered on-line?
- how can you expect someone to be home to return the item (8:30 - 5:30)?
- how do you not supply return label(s) to track the item to make sure someone actually picked up the item?

I will make sure I never order items on-line from Office Depot again and make sure everyone I know is aware of the policy. This is one of the most inefficient company that wastes resources (money, time, energy, etc.) when we are all trying to cut cost, time, etc. in this recession.
     
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goduke on 2009-09-24:
The store was wrong:

Office Supplies:
If you are dissatisfied with your purchase of supplies, you can return it for a full refund, exchange or credit within 30 days of purchase with your original receipt, packing slip or email confirmation ("Original Receipt") to any of our stores. For delivery orders call 800.GO.DEPOT (800.463.3768) to arrange free pick up.
Anonymous on 2009-09-24:
Why do most stores not take back things ordered online? Because those products don't have bar codes nor are they sold in stores. Hence, why there's an online store... those items are only sold specifically online.
PepperElf on 2009-09-24:
I'm somewhat wondering why you didn't find out what he needed first before clicking away.


Thereof course IS another option.
Donate your calculator to a charity that supports poor students and then claim the full amount for it on your taxes.
Anonymous on 2009-09-24:
I hope goduke is correct, and I understand the logic in what bear says. The scenario the OP describes doesn't sound acceptable, especially from a company the size of HD. I've had companies include return envelopes/labels with the order, or send them along when requested. Just to write HD on the package and hope it gets picked up by the right person during the day is not efficient. Perhaps when they picked it up they would leave a receipt with tracking number on it.

I would imagine if a person returned an item to HD that they don't sell in the brick-and-mortar store, they could still accept it and send it along to the warehouse via inneroffice mail. I just can't see it as being a big deal for them.
Anonymous on 2009-09-24:
Well, yes, Mundo... their return policy, as stated online is what goduke says... it's correct. But, some stores have disclaimers that they don't take online products back and that's usually the reason why.
If the OP hasn't sent off the merchandise yet, I suggest he/she go here:

http://www.officedepot.com/specialLinks.do;jsessionid=00000rim9fskuAtB1BRJ0j_2blm:13ddq0tng?file=/customerservice/Refunds.jsp&template=customerService

Print out what it says, take it back to the store, and prove the customer service person wrong. But, do it nicely, don't be an a$$ about it.
Anonymous on 2009-10-24:
goduke, YOU are wrong. Read it again:

Office Supplies:
If you are dissatisfied with your purchase of supplies, you can return it for a full refund, exchange or credit within 30 days of purchase with your original receipt, packing slip or email confirmation ("Original Receipt") to any of our stores.

***For delivery orders call 800.GO.DEPOT (800.463.3768) to arrange free pick up.***

Walmart does not take back items ordered online. The online store is different and ite3ms must be returned to the online store.
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Office Depot Advertisements and Product Availability
Posted by on
Why I will never buy another thing from Office Depot

Every time you advertise a good deal on a computer, your stores never have them. When those stores call other stores, those other stores never have. then your sales representative tell me "Oh that's been discontinued" So why advertise it.

Every time I order something from Tech Depot that was advertised in print or on your site, I get told "Oh that's been discontinued"

My last order: Purchased online from OD website for store pick up, charged 899.99, although your phone representative say I wasn't. Call me the next morning, state that the store I want to pick computer up doesn't have any and I cannot get on delivered because ummmmm "It's been discontinued" Call store: Store has 2, we'll hold it for you, GREAT!!!! But since OD online is holding $899.99 (901.00 actually) I can't pay for new computer. Ask OD online to call my credit card company to release the hold, poor English speaking representative tells me that my card was not charged, ummmm my cc says it was, 901 hold pending could take 3-5 days to drop off. CC company says we'll gladly drop the hold immediately if OD calls and provides some info and I can buy computer immediately. Again OD representative speaking poor English tells me that my card wasn't charged.

Called store for assistance, guy tells me "Sorry this kind of stuff happens all the time, and there's nothing I can do." At least I could understand him.

This year Best Buy and Staples will get all my computer business, which I plan to buy one nice desktop, 2 laptops, an LCD projector, a 42 inch HDTV, and related software titles. All by Christmas.

No matter how irresistible your prices are, no matter how many tempting emails I get, I would rather pay more from a Store or Website that provides quality customer service, consistent prices between Web and Store, and actually carries the products they advertise, not discontinuing them the day the ad hits the streets.

Thank you for making this so easy for me.

Remember:

If I have a good experience, I will tell 2-3 people by word of mouth, and none via the internet.

If I have a bad experience, I will tell 10 by word of mouth and MILLIONS via the internet.

Thank you Al Gore, thank you for inventing the internet so I can tell the world about crappy retailers and their lack of realizing that without happy customers, the only ones that are happy are the bankruptcy vultures.
     
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Mario The Great on 2008-10-21:
Over the last few years, the quality of service has gotten progressively worse. I recently had an issue with a computer that was advertised but they didn't have it in stock and refused to sell me the display model. I complained to the Store Manager who provided me with the OD website and guess what? There is no customer relations number or anything. You can email them but they never answer. Thank God that OD will be going bankrupt this or next year. No love lost there.
Starlord on 2008-10-21:
I got news for you. Al Gore did not invent the internet. the internet was invented by the Defense Department to provide a method of communication between military and scientific personnel that could not be eliminated by a bomb of any kind. When I have a compliment, the same people see it as see my complaints. How about joining the human race?
martipi on 2008-12-16:
One, Office Depot is not going bankrupt... I wish you people stop saying that. Two, every major store is like this; the ad and sales paper you get are regional/ national. It doesn't mean every store or every district will have it. You customers get on my nerves with that. Me and the other managers don't control the damn distribution center. We get what they send us and nothing more. And the reason some of out advertised items are discontinued is because the ad was our way to move the product out of the stores that my be stuck with them. And with the display situation, did you ask for a lot more off than we offered/ That could be your problem.
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