Official website: Office Depot Online Customer Service Link in USA

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TO: CORPORATE OFFICE, CUSTOMER SERVICE

RE: COMPLAINT: Office Depot, Antioch, California

My name is Sandy, Rewards #1627703737 I am a customer of yours with VIP status and have been for quite some time. I am writing to you in hopes of resolving an ongoing situation and to inform you of the behavior of some of your employees. I am a frequent customer of Office Depot. Throughout the years, I have made many large purchases, which have included; office furniture, such as file cabinets, computer tables, printers, typewriter, keyboards, ink for my printer, other various office products, etc. and I regularly use the Printer/Copy centers in both Antioch and Millbrae.

On March 22, 2018 I went to the Office Depot store in Antioch, California. I purchased a #450029 WorkPro 26/12”D, 2 Drawer, Letter Size Vertical File Cabinet, which was on Clearance for $50.00, and used my Rewards number when I paid for it. However, due to not having enough space in my car, I was not able to take it with me on that day. I asked if I could return the next day to pick it up. The salesperson, told me they would hold it for me. The next day I returned and unfortunately was informed that my file cabinet, which I had paid for, had been sold to someone else and it was gone. I asked if I could be given the same cabinet, being the store had sold an item, which belonged to me. I was then referred to Calvin, who had been briefed by Adam, and he offered me a cheaper file cabinet, which I did not like, and it was not the same quality of the one I had purchased. I asked again if they could replace my file cabinet with the same one and he said no.

I believe that since the store resold the item that belonged to me, it would only be right to have them replace it with the exact same one that I had paid for, or an upgrade. In the meantime, my husband had back surgery and was not able to help me move a file cabinet into our house. So every time I would go to Office Depot I would look to see if I could find the same file cabinet I had purchased, to no avail. In the meantime, I purchased a big Printer/Scanner; HP OfficeJet 7740 Pro Wide Format All-in-One Printer with Wireless & Mobile, which was on sale at the time, and asked if they could hold it for me because, I did not have someone to help me bring it in my house. The staff held it for me, and I picked it up a few weeks ago. On this same day, I looked for the same size file cabinet I had paid for however, there wasn’t one. Calvin again offered me the same smaller, lower value cabinet however; it was not the file cabinet I wanted, nor the color. I told him I would come back in a few days.

When I returned to pick up the file cabinet, I looked for Calvin to help me instead, he told me that I the only person that could help me was the store manager, Jason Lemas, who apparently did not know the history of the file cabinet and so I started to explain to him what had previously transpired. While we were talking, he was very rude with a bad attitude and acted as if I was a shyster. He then told me to show him a receipt otherwise he would not let me have any file cabinet. I told him that in the past I had dealt with Calvin and to have Calvin give him the history of the file cabinet, being he didn’t appear to think I was trustworthy. At the time I did not have my receipt but I told him that I had paid for it with my credit card and used my Rewards. Instead of helping me, and acting like a manager, by looking up my Rewards, etc., he was quick to tell me, “I need to see your receipt, otherwise I will not give you any file cabinet, I can’t help you unless you provide me with a receipt”. Mr. Lemas made no effort to help me. At this point, I did not want to deal with him anymore. During the time he made these statements to me, all of the employees present were looking at me as if I was there to steal and they were talking into their headsets. I felt very uncomfortable and embarrassed because Mr. Lemas was talking out loud to me, with a bad attitude, to the point other customers were looking at me, as if I was a thief. During all this time, Mr. Lemas who is the “manager” never offered to help me by looking up the transaction in the Rewards system, which would have produced my proof of purchase, proving to him that I did pay for the file cabinet. I left the store embarrassed and upset because not only did I not have the file cabinet I paid for, I had now been publicly humiliated by Mr. Lemas.

Since I had left my original receipts in another location, I went to my bank in and they located the transaction in my account. I called the store and Tony (I do not know his last name) answered the phone, which is the total opposite of Mr. Lemas. Tony was very helpful and suggested that I contact the Rewards number so they could locate the transaction. The next day I called the Rewards phone number and was helped by Niesha, who helped me by merging my old Rewards number; 1771827134 into my new Rewards number; 1627703737, and locating the transaction, where it confirms that I paid for the file cabinet. Niesha was professional, pleasant and helpful.

I really need to use my file cabinet and I have spent too much time in dealing with this issue (time is money) and I am now asking for your intervention in resolving this situation. At this point, I believe I should get an upgrade. If you agree and would like to give me an upgrade, I would the WorkPro, Item #430418, in Light Gray. I do not want to deal with Mr. Lemas anymore; I would rather deal just with Tony in the Antioch store. Please get back to me and let me know how this situation could be expedited and resolved.

OUTSTANDING EMPLOYEES
I also want to commend you for hiring two great employees, Tony is an outstanding employee of Office Depot in Antioch and he represents your company well. Tony has the perfect temperament to deal with customers, he is respectful, extremely sharp, a wiz with the computers, and he has also helped me while he was working in the Print/Copy center. All of the characteristics / requirements of a good manager, he wears many hats and is willing to help customers. I must say, I am very happy to see him back again at Office Depot. Had it not been for Tony suggesting to me to look up my Rewards account, I would still be frustrated, looking through my receipts.

Also, as you can see from my Rewards history, when I am in the San Francisco area, I frequently go to the Millbrae Office Depot to make purchases or to use the Print/Copy Center. Another exemplary Office Depot employee is Greg (I do not know his last name). Greg, like Tony, always has the perfect temperament to deal with customers; he is professional, patient, explains the equipment, provides the coupons available and is always helpful and friendly.

You need more employees to be like Tony and Greg. These two employees should be recognized for not only their professionalism, but also their friendly and helpful manner in how they deal with your customers. When a customer feels comfortable, the more time the customer wants to spend time in your store and the more money they will spend in your store, not to mention they will have a good opinion of your brand and spread the word to their colleagues, which in return means more business for you!

I would appreciate your confirmation of this email and a quick response from you at your earliest convenience.

Please forward this to your advertising department and board members.  Thank you.  

Office Depot funds the extremely divisive show for Tucker Carlson through advertising.  As the unethical advertising continues, so will our efforts.  Our group of closely associated companies have closed our Office Depot accounts. If no action is taken, we will implement an internet wide campaign to inform Office Depot clients and customers of Office Depot's un-patriotic efforts to divide our nation and convolute our political conversations with claims and theories that are not true.

9/2/2020 I went and made a purchase at my Office Depot/Office Max store, Gastonia, NC. Today I happened to look up the items I purchased at the store online, and found I was over charged $16 vs what I would have paid if I purchased online for items not on sale. These are the items I purchased: 243984 4x6 lam pouch (charged $8.99 store $4.09 on line)and 149789 lam pouch 9x11.5 (charged $34.99 store $23.89 online). I spoke with the store manager, Chris and was informed that this is a common practice. He did offer to reimburse me if I come back to the store with my receipt. I live 30 minutes away and now must be inconvenienced by going back since he could not help me over the phone.

I then contacted customer service and spoke with a supervisor Sid who also informed me that this is common practice for Office Depot. He told me unless the customer brings to the attenion of the cashier the price is less on line, they have no way of knowing. I am horrified. So unless a customer is aware that the online price is less, they can be charged whatever the store chooses to charge. Your CEO Gerry Smith in the Compliance and Ethics Core Values says Integrity is #1. Bull. This is not showing integrity but DISHONESTY. I am appalled.

RE work order #10299964 My computer told me I needed a new battery installed, I went to office Depot in Naples Fl. I took the computer with me and talked to a tech about having battery replaced. He took the computer and started doing what I thought was finding out what battery I was going to need. After about 25 minutes or so he said that they didn't carry batteries and it would have to be ordered. I told him I was leaving town in about 10 days. He said he could not guarantee deliver by then. He then presented me with $49.99 Invoice for Tech Support. I came to purchase a battery that was all I needed. The only benefit I received was telling me that I needed a battery. SKU 470898 and it would cost $106.99 when ordered.
I am really unhappy that I paid almost $50 to be told what the computer had already told me. That I needed a new Battery.

I still don't have one since I am on vacation.
Andrew Nikovits (239) 572-4592