Office Depot Falsely Blames the Customer

Hi,

So I had a little incident with Office Depot today and thought I'd let the Consumerist know. I ordered an office chair from Office Depot several days back. I was going to pick it up at the store at first since I knew that I would not be around after Thursday but it was cheaper on their website. After calling and double to triple checking that I could get it Thursday I ordered and waited.

On their tracking throughout the day my order was out for delivery (By Office Depots own personal delivery team). I was told to wait between 8:30am and 5:00pm. I even had nice details like Driver at Delivery stop 12 of 42, you are delivery 38. Happy being kept so in the loop I sat on the couch and waited. Suddenly at 2:00PM I received an automated message telling me I was not home and had missed my delivery.

Stunned I ran outside to find the delivery notice that most certainly had to have been left... except there was none. Furthermore my roommate had been working on his car in the driveway all day and I had not left the home, something was not right.

I called Customer Support and was told that I had indeed missed my delivery and since I had made the mistake there was nothing they could do. They insisted there was no way to contact the driver or let me pick it up from a Delivery Center. After much debating they finally offered to open a ticket with their resolution team who could call the driver, they informed me the resolution team would call me tomorrow, which obviously did not help me at all.

At this point I sent out an e-mail to the only address I could find on Executive Carpet Bomb and proceeded to call again to Customer Support to plead my case (There were still 3 hours left in my delivery day). Once again I was told that I had made the mistake and not opened the door therefore there was nothing they could do, I would have to wait for re-delivery. Well I didn't let it go and tried again, this time I was told they would put an extra urgency note on my resolution slip. I asked to be connected directly but was told they didn't have a receiving number, which seems quite odd, kind of like not being able to contact the driver.

Well I just finally received the Resolution Center's phone call. Someone should have told them what lie to go with because they came right out and told me they had contacted the driver and he had ran out of time and was not able to make it to my side of town today. What? So at that point I realized they had basically just admitted that I was falsely being blamed because a driver took off work 3 hours before the posted ending delivery time. I received nothing in return for the headache they had caused and was told that the good news was that I could receive it tomorrow between 8:30 - 5:00, of course that's if the driver feels like it.

I run my own business in a professional manner and expect the companies I purchase from to do the same. I would have completely understood delivery problems but they decided to falsely blame the entire incident on the customer. While I appreciate the resolution center's candid honestly I am sickened by the entire rest of the customer service departments insistence that the incident had been my fault.

This will be my last purchase from Office Depot.