Following up to post that I received almost immediate response from Office Depot and complete resolution with sincere apology and apparent determination on their part that experiences like this should not happen. They used the terms "dropped the ball" and "horrible customer service".

Completely appropriate response - excellent service. Hope that they can easily get to root of this to prevent it happening in future - am convinced they are determined to do so and that this was likely an isolated event.

Can recommend Office Depot again.