Office Depot - Bad customer service return policy?
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, http://www.officedepot.com, 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?
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!