The company I work for regularly orders supplies from OfficeSupply.com. Our most recent order included nine cases of specialty color paper. However, the initial shipment only included six of the nine cases we ordered and incorrectly included two cases of white paper that we did not purchase. Out of the cases we received, all but one was severely damaged and/or missing packs of paper. I contacted the returns department and provided photos of all the cases to initiate the process for replacements. I was informed that we would need to wait for the remainder of our order to arrive before we could begin the return and replacement process. We need to consistently keep stock of this colored paper, so it's essential that we receive it in a timely manner. I explained to the returns team that waiting for the remaining cases to arrive was not a viable option for us. However, they insisted that I would have to wait. When the final box arrived, it turned out to be another box of white paper that we hadn’t ordered. Once again, I reached out via email, including a photo of the box we received and requested that the replacements be shipped on a pallet (as our bulk white paper is delivered) to prevent this issue in the future. I was informed that each individual box we received needed to be repackaged and shipped back to them. Once the damaged boxes were received and accounted for, they would then send replacements. This was completely unacceptable. They had already received photographic evidence of the damage, which should have been enough to prove our honesty and justify sending us new boxes immediately. At this point, I was frustrated with OfficeSupply.com and informed them that we now wanted a full refund and would be shipping all of the boxes back. However, they decided that the one box we received in good condition could not be returned, so they only provided us with eight shipping labels instead of nine and charged us for the one box. When I reiterated our request for a complete and full refund, we were told that it would be our responsibility to pay for shipping the case back. This is absolutely insane. We will NEVER be using this company again. They clearly do not know how to treat their customers and need to rethink their return policies. This approach is a sure way to lose business.