Office Depot — Attraction in Hot Springs

Cautionary Customer Experience at Office Depot

As a former district manager responsible for over a dozen high-volume retail locations—including several generating over $4.5 million annually—I’ve developed a deep appreciation for both the power and fragility of a customer’s experience. One team member’s excellence can create a loyal guest for life. But one act of indifference—especially from leadership—can undermine a business’s entire reputation.

Over the last several days, I’ve visited this Office Depot location multiple times while gathering materials for a personal event. Each time, I was genuinely impressed by the attentiveness and courtesy of the staff. Associates went above and beyond in ways I rarely see in big-box retail today. Their professionalism set a strong foundation.

Unfortunately, today’s visit brought that momentum to a halt.

I came in needing a few basic print services. I was informed that the store had recently experienced a power outage, and Wi-Fi was down. As someone who’s run operations through storms, server crashes, and inventory freezes—I understand. Technical difficulties are part of the territory. What matters most in those moments is how the team responds.

The associate in the print department, however, seemed more engaged with her personal cell phone than with the customer in front of her. I had to repeat my initial question—whether color printing was possible without Wi-Fi—several times before receiving a brief, distracted response. She eventually confirmed it could be done, yet left me fumbling with an unpowered machine and offered no follow-through or clarification. When the machine failed to connect, I sought her out again, only to be met with vague, contradictory answers and visible frustration on her part.

Rather than take ownership or offer a solution, she then chose to speak about me—in a negative tone—to a colleague nearby, fully within earshot. As someone who has trained teams on guest relations and de-escalation, I was genuinely surprised to witness such a lack of situational awareness and professionalism.

Still trying to resolve the situation constructively, I asked the cashier to speak with the manager on duty. The manager declined to come out and speak with me.

That, more than anything, was the tipping point.

The absence of leadership in moments like these speaks volumes. When a guest is visibly upset and asks to speak with someone in charge, choosing not to engage is not just poor customer service—it’s a leadership failure.

To the associates who helped me on prior visits: you represented your brand well and showed genuine pride in your work. But what I encountered today tells me there is a serious inconsistency in management standards, training, and accountability.

I sincerely hope this review reaches someone who understands the long-term cost of poor leadership visibility on the sales floor. Because no matter how great your frontline team is, when the top doesn’t show up, the entire experience...

Worst customer service ever experienced. Went in to this location at 640 this evening, not aware that they apparently close at 7. Waited at the photo lab section while 2 young women stared at me. I asked twice if it was my turn to approach because there was another lady nearby. After no response, just blank stares, I approached. Still no words spoken by either girl. I asked if they could print some pictures to me, which was replied to with, "let me see." I gave them my thumb drive and one of the girls asked if the photos were in a folder. I replied that they were in a folder and a subfolder, organized by size. She rolled her eyes to the other girl, then asked what size. I replied that I wasn't sure, which she gave a smart response to. I then said that I needed their help with that, since did not know what sizes were available..more blank stares and eye rolls. I asked if they could do 2 separate sizes, and was told yes, but not tonight since they closed in 15 minutes. I told them that was not a problem, and thar I did not have to have them immediately. One of the girls then walked off after the other asked her to tell a man, who came in the same time as me, that they closed in 15 minutes. Her reply was, "it's like some people can't even read the hours on the door." First girls response to that was, "yea, I know, it's annoying, right?" All this while I was standing there. I immediately asked for my thumb drive back and to speak to a manager. I was pointed to a man standing 8 ft from them, and obviously heard this entire interaction. I told him what was said anyway, with him commenting that they close in 15 minutes. I told him their blatant rudeness was the problem, not the store hours, with him rolling his eyes and again commenting on the hours. I was done at that point and left. Absolutely horrible experience, terrible customer service. I go in to this store at least once a month, buy all my paper, computers, tablets, etc., from them....

I buy my Canon Pixma printer ink (sometimes Office Depot brand) at the Hot Springs Store. I signed up for the rewards card and for the first year and a half I received coupons that I could use toward my Canon printer supplies. For the past couple of years, the coupons won't work for my purchases which have not changed. I do not appreciate giving out my personal info for purely marketing purposes and said so during recent purchase. I was annoyed, however, the employee Johnny, was very patient and polite to me. Much appreciated. He told me about price matching so I can continue to purchase my printer supplies in the Hot Springs store rather than Prime. I appreciate his professionalism in the face of my annoyance and for giving me great info. I like to shop in person so thank you Johnny! I hope your employer values you as a person...