I ordered a two drawer file cabinet from Office Depot/OfficeMax for my elderly mother online about four months ago. It was delivered to her complex in a timely manner, but the driver did not take it to the apartment; he left it in the common area and the unit was stored somewhere by an employee of the complex. When I called OfficeMax/Office Depot, they reported it delivered, but I told them we never received it, so they cancelled it and refunded my money. The people in customer service were actually quite nice. The refund was reversed about a week later, as I saw it reappear on my credit card, but no one had called or emailed to explain. This happened almost identically once more, where I got credit from a customer service supervisor this time, but it was reversed. About this time the building staff where my mother lives notified us they had found the file cabinet stashed away, and would leave it in the main reception area to be picked up. I called and the Office Depot folks again, and they were very nice, but the cabinet was not picked up and the credit was once again reversed. No one emailed or called to explain. I have tried again today to try to have them pick it up, to be picked up Monday, 12-23, so I have my doubts this will happen. The people in customer service at Office Depot/OfficeMax were once again very nice and understanding, but their online system is not the best, and a few of their people even expressed to me that they had issues with their online systems at times. So in conclusion, I would say the 800 number customer service people are very nice, but their system is not well designed and the customer service people do not seem to be able to control anything. People at upper levels in the organization seem to override them on everything they do, and there is no communication. I think store purchases at Office Depot/OfficeMax are fine, but the organization is not well prepared for on-line orders. 403430817-001
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