Office Depot - Bad customer service return policy?

Taking care of who's business?
Taking care of who's business?

The love

I exclusively bought all of my office products, printer ink, paper, etc. from Office Depot at the local store location. I thought the store was fantastic, and loved their coupons they sent me. My last purchase at an Office Depot store would be my last forever…they just closed the store. I bought some Office Depot brand printer ink for around $50.00.

Recently, I have had a horrible customer service experience with Office Depot. I used to love the company.

Bad Customer Service

To continue my story, when I went to use the Office Depot brand printer ink, it was all dried out. Since the store had closed, I called the 800 number (1.800.GO.DEPOT) customer service to request a new printer cartridge. I kindly asked that Office Depot send me a new printer cartridge along with a postage paid envelope to send the dried out ink back, or refund my credit card. Customer service explained that the website,, was a separate entity from the store, but customer service would notate my request, escalate it to the supervisor (who was out), and process a credit on my credit card the next business day.

Lie to Me?

I received an email from Office Depot customer service stating that they could not process a refund (after stating they would), so I called back. This time, I was told to call the Executive Office at (561) 438-4800. Office Depot's Executive Office asked me to explain my situation (yet again I was explaining the same story at the same company) and I told them to reference the email they sent me, first approving the credit, then denying it. The Executive Office could not find the case, so I had to explain my situation … again. This time, they said it would take a few days, and they never got back to me.

Out of luck?

Is everyone out to take consumers money? I work so hard, spend my money wisely, and hate to feel ripped off by anyone or any company.

So, as I sit here unable to print using my dried out cartridge, I wonder whatever happened to Office Depot’s customer service and why Office Depot could not refund my $50.00.

Is this any indication of why many stores have closed?

Buyer beware!

Update: 11/4/2011 - Thank you Office Depot!

Office Depot did send me an Office Depot Gift Card to buy new ink. I called the Executive Customer Service Rep - after I received the Office Depot Gift Card - and he did send me my replacement ink. Thank you Office Depot for making good on my bad experience.

Conclusion: It pays to be determined and proactive with companies to get your money back!

More by this Author

Comments 20 comments

Redhare 6 years ago

Same bad treatment here. I bought an Epson printer that was defective. The next day, I went to return it to the same store, but had lost my receipt. They refused to exchange the printer so I called customer service who told me they would call that store, and fax a copy of my receipt. When I returned to the store, they said they got the phone call, but had not received the fax, and still would not make the exchange. On top of that, the "managers" were incredibly rude, telling me that they never allow returns without receipts. They obviously have no clue about the value of a loyal customer versus a flawed return policy. I will never buy another thing at Office Depot, and hope they go under before too many more customers get burned.

KoffeeKlatch Gals profile image

KoffeeKlatch Gals 6 years ago from Sunny Florida

I heard before about customer service problems with Office Depot. A friend of mine had such a bad experience that I doubt she will ever go there again.

associate 5 years ago

i work for OD and if you have no receipt then good luck, we are not walmart, you have no idea what you are talking about and this kind of thing is what hurts companies.

every time i hear a complaint from a pissed off customer it is SO dramatic, this company thrives on customer service, i get so tired of hearing it every day at work, you people are not worth it (to me) but we need to stay in business. so what i am saying is that most of you that have a problem and complain because a manager is not buying the crap you are slinging at him, as i said, we are not walmart, must feel good to enter this on the web... hey, i'm just an associate but some of you are so full of it and walmart DOES take it from you BUT WE WILL NOT.

MarloByDesign profile image

MarloByDesign 5 years ago from United States Author

Associate - I am sorry if I offended you, but I experienced bad customer service, Office Depot may be a great company,

Micky Dee profile image

Micky Dee 5 years ago

It's what bIg bU$iE$$ doe$ anymore. Give us the run around until we die. Same with Sears. Same with Radio Shackters. Same all over. Great post.

MarloByDesign profile image

MarloByDesign 5 years ago from United States Author

Micky Dee, exactly - these businesses give us the run around...I could not have said that better! Thank you for stopping by and for your comments.

Multiman 5 years ago

Wow what a great article and the "associates" comments are rude enough to make me never want to shop where they work.

MarloByDesign profile image

MarloByDesign 5 years ago from United States Author

Multiman, it just proves why Office Depot had to close so many stores when the OD associates are so rude! I do not even have an OD store to visit anymore since they closed so many stores...something was not right.

CouponDiva16 5 years ago

I had a defective Lexmark printer cartridge and in order to get a replacement I had to have my recipient. I did not have a receipt and they store employee and the manager just walks away from the counter as if they do not have time for me. I was the only customer in the store. Poor customer relations is what I get from the two stores in Rocky Mount.

MarloByDesign profile image

MarloByDesign 5 years ago from United States Author

CouponDiva16, sounds like Office Depot's customer service for sure. I appreciate your comment and thanks for stopping by.

LAMisMAD 5 years ago

Me toooooo! No shipping label in the box for returns (like most companies), couldn't print it off the website, finally called and got several automated return robots, when I mentioned my difficulty to the live agent I got a long akward silence then a hello? hello? mam I can't hear you. What a mess! NEVER SHOPPING HERE AGAIN

MarloByDesign profile image

MarloByDesign 5 years ago from United States Author

LAMisMAD, sounds much like my experience and I will never shop there again either! Office Depot's printer ink was dried out when I opened it, and it took over 2 months to get my money back after 10 or more phone calls.

I wonder if any people (vs automated return robots) actually work in Customer Service?

Casey Ahlbum at Office Depot 5 years ago

Thank you all for posting your candid comments about Office Depot. Unfortunately I realize that it is too late for me to help some of you, those of you who posted about recent problems can feel free to contact me directly at and I will be happy to assist you.

While we are far from perfect, we do treat matters of customer service as a priority and I hope to be able to win back your trust.

Either way, I'm grateful to have had the opportunity to read your candid comments so that I can share them with our management team.


Casey J. Ahlbum

Manager-Executive Customer Relations

Office Depot, Inc.

MarloByDesign profile image

MarloByDesign 5 years ago from United States Author

Casey Ahlbum, can you return LAMisMAD's money to them as well as provide me with a gift card for the 10+ hrs I had to spend on the phone with the automated system and trying to receive any sort of Customer Service?

reallyp*****in Colorado 5 years ago

No, you are NOT Wal-Mart. Ever consider adopting a similar model? One that makes money and has excellent cust service. A $35 fax cart that your 800# looked up for me (45 minutes. 10 sales pitces later the call ends, 6 DAYS later the wrong cartridge arrives...and then approx 6 hrs of calls and emails ensue to JUST RETURN IT!) I know these people are not working out of the US. The person that took my order barely spoke english and I have several emails with mis-spellings that are obviously not coming fromt the US. Additionally, they told me they'd have to forward my problem to Office Depot??? What?

MarloByDesign profile image

MarloByDesign 5 years ago from United States Author

reallyp*****in Colorado, I assume you are referring to Office Depot (bad customer service, poor English spoken by their Customer Service reps, wrong product sent to you, and wasted time on the phone). I hear you! No wonder so many of their stores closed (bad management), but us poor customers are left with the 800# only - and who the heck knows where our call ends up!

Millionaire Tips profile image

Millionaire Tips 5 years ago from USA

I've had trouble with Office Depot as well. They changed their rules about rewards without notifying anyone. I wound up returning the whole shipment to them, which took a few phone calls to get done.

MarloByDesign profile image

MarloByDesign 5 years ago from United States Author

Millionaire Tips - a few phone calls? That is it? You are lucky...

associate2 4 years ago

Wow. I hope that the rude associate no longer works for OD. I am also a humble associate at OD, and at my store we do everything we can to make sure our customers are always taken care of. As far as a non-receipt, as long as they have their ID we can usually take care of it. Store brand returns (OD, ativa, foray) don't need a receipt.

MarloByDesign profile image

MarloByDesign 4 years ago from United States Author

associate2, the local Office Depot store and the 800# did not ask for a faxed or emailed ID.

    Sign in or sign up and post using a HubPages Network account.

    0 of 8192 characters used
    Post Comment

    No HTML is allowed in comments, but URLs will be hyperlinked. Comments are not for promoting your articles or other sites.

    Click to Rate This Article