"I'm a samsung user but the new pixel fold caught my interest. So I made the order and used my samsung flip for trade in. Great I made the order and used their "google finance" and my total was around 1200 with trade in. Great I checked out with the finance and qualified for 1500. Perfect!!!.... well nope. They don't give you credit for trade in until they get the trade in. My fault I'm use to samsung. So my new total is 1900. Well that's ok I'll put money towards it from my bank to get the payment down. On the phone with customer service (hahahaha service) and they could not do nothing but transfer me to the "google finance" which couldn't do nothing either. Neither one would accept more money on top. So I basically waited over a month just to find out this order will be a no go and I'll have to make a new order and now have to wait till August to get the phone. No thank you google. You're service **** and your shipping time ****. I'll just stick to samsung."

"I bought a pixel 6a on 7/4 paying more than other stores; I thought that buying it “at the source” was worth it…what error!

To date, 24/04, nothing has arrived and both Google and DHL admit that the parcel has disappeared (from their tracking there has not even been an attempt at delivery! it has been stuck in the destination branch since 12/4).
The customer service always responds but by providing only reassurances, it has no added value.
Faced with the admission of guilt by both, I would have expected a refund but, despite my requests, the "cancellation procedure is in progress" and they will let me know...so what's the hurry?

To date I have been robbed of almost 400 euros."

"I recently purchased a Pixel 7 phone from the Google store online, but unfortunately it arrived defective. The phone would not stay connected to WiFi or bluetooth for more than 2-3 minutes. I returned the phone for a replacement, but instead of a brand new phone as I expected, I received a refurbished one. Not satisfied with this, I returned it again, hoping to receive the new replacement the Google agreed I was entitled to.

The delivery of the new phone was delayed due to a mistake made by Google. Despite my attempts to resolve the issue, they refused to send the new phone until the issue was resolved on their end. This has been an incredibly frustrating and disappointing experience, as I have been left without a functioning phone for an extended period of time.

I am extremely disappointed with Google's customer service and the overall handling of this situation. I expected better from such a large and reputable company, and unfortunately, they have failed to meet even the basic expectations of a customer. I would strongly caution anyone considering a purchase from Google to be aware of their poor customer service and lack of accountability.

Still waiting"

"Great product, very satisfied"

"Upgraded to a Pixel 7 pro based on the fact I would receive £140 trade in value. I sent the old phone away which was in excellent condition.

The trade is was rejected based on the fact that the phone had a damaged body. This was simply untrue. As the purchase of the Pixel is outside the returns window I cannot return the phone.

My recommendation would be to avoid PCS and the Google store trade in. It's a pity as the Pixel is a great phone but the experience has left a bitter taste."

"I received an email from Google today talking about their Black Friday sale. I purchased a pixel 7 pro and a pixel watch from them all within the last month, past the 15-day return policy. I politely ask them if they would give me the $150 credit for the pixel 7 pro and the $50 credit for the pixel watch. Not to mention, I bought Pixel earbuds this summer which are also $50 off so we're really talking to $250 a year. They would not budge, it's really unfortunate because I think competitors offer better return policies. One would think they would want to keep me as a customer. But now I probably will not purchase from the Google store again."

"I've occasionally looked up reviews for sketchy-sounding sellers, but never thought I'd need to for a brand as ubiquitous as Google. And I really can't believe I'm searching out 3rd-party review sites to complain when I've only left a handful of product reviews over many years of online shopping, but here I am.

Same experience as others are noting here...placed my order a month ago, claimed it shipped almost a week later, tracking number doesn't work, one status note says "awaiting carrier pickup", no help from customer service after repeated attempts. Even if they did what they said they did and shipped 6 days after receiving the order, that would be pretty disappointing given the state of e-commerce today. But being unable to ship or explain the problem after a month seems totally unacceptable.

I didn't notice when placing my order on Google Store that there were no product or website reviews... maybe this is part of the reason why?"

"Pixel 7 was lost during the delivery. Google customer support refuses to do anything about, Never Again!!!!"

"I bought a new Google Pixel 6 and traded in the Pixel 5. They sent me the trade in kit 7.5.22 and i returned it 7.7.22 (USPS confirms this) and THEN my box sat in a warehouse at the crapo USPS shipping facility for TWO (2) MONTHS! 2 months! After multiple inquiries and being told to 'be patient' after 73 days they finally sent an automated email saying my phone was NOT in the box and that my trade in credit would be changed from the promised $347 to ZERO $0.00. These people are con artists and should NOT be trusted. NEVER buy from the Google store ever again. Buy thru Amazon or Costco as everyone else can't be trusted. "

"I have purchased a number of products from the Google store over the years, and haven't had an issue until recently. Unfortunately, my recent experience parallels much of what I see here. Order placed, item shipped. Tracking info invalid. Item never arrives. Support contacted, response promised in 48-72 hours. Time passes, more apologies offered but no useful information. Rinse and repeat.
It has now been 15 days since my item was supposedly shipped from the warehouse. I can't tell you if that actually occurred because the tracking number doesn't work. My support ticket has been open for 5 days without a single piece of useful information presented. One would expect at this point to see some sort of acknowledgement of a failed shipment and some offer to correct the issue, but nothing.
Yet another example of just how bad Google can be at Customer Support.
UPDATE: Google did finally ship out a new product, with upgraded shipping. Adding back a star for this as well as the apology they wrote. However, I will note that they did not provide me tracking info or notice of the shipment as promised."

"Same experience as everyone else here: poor communication, slow follow-up, no acknowledgement of failure, nor any effort to make up for failure.

Placed an order for Pixel 6 on Monday, July 11. Email confirmation said to expect the 14th or 15th. Received UPS tracking number. UPS tracking status remained at "label created" for days. No phone on the 15th. On the 15th, Google support told my wife to go pound sand because she didn't place the order. Same day Google chatbot told me that it would take more time than a chat to resolve, can I be contacted by email instead? Sure. Email says it takes 1-2 business days for a reply. So now, Tuesday, July 19th, Google says sorry, please confirm your address and we'll send a new one. Reply with address, and now it's the end of the day and I have an email saying the issue is resolved, but no tracking number. No tracking number. No rush shipping. No "have some store credit". No "sorry, we goofed". But boy that $500 I paid for my phone had no problem getting processed.

Google - your mission is to catalog the entire freaking internet. How do you not know the status of the Google phone shipping from a Google store to a Google user after 9 days?!?!

PS - Google search makes it awfully hard to find somewhere to post reviews on the Google Store. Weird."

"Ordered new Pixel phone on 3 Jun. Shipper (TForce) emailed me that it was lost on 7 Jun. Customer service said I had to wait until their internal department heard from the shipper. Shipper tells Google phone is lost (stolen by employee probably) on 8 Jun. I still have wait another 2 days for them to process a refund. Why is it the customer's problem when the shipper loses the product? That should be an IMMEDIATE refund or an immediate shipping of a replacement item with a rush delivery."

"Ordered google nest thermostat Nov 18. UPS declared it lost Dec 1st and approved claim but said I would need to reach out to google. Contacted google a total of 16 times over past 3 months. Everytime I was told I would hear back 24-48 hours of which I never did and had to follow up on my own. Finally on Feb 4th after constant follow ups, I received a refund. "

"I barely write reviews, but I have to do this, as it was a very painful experience.
I ordered a Google Pixel Buds A-Series Dark Olive from the Google Store. Kept tracking till it said the package is delivered (Front Door).
I opened the door and there was nothing. I checked my mailbox and there was nothing.
My apartment building has a Secure Mail Room (Luxer One). My packages are delivered inside a secured box where I can access it with the code I receive in the app. They didn't deliver it there either.

So I informed the Google Store through chat. They said they'll need 24 hours to find it. Then they emailed and said they need 72 hours to give me a response.
The response I received was: "Unfortunately, we’re unable to replace your order because Google has delivered your complete order to the location you provided. Thanks for your cooperation and understanding in this matter."

I emailed them that I want a refund or the item I purchased and received an automated email to go and take a survey.
This is Google... one of the top three biggest companies on the planet.

And who am I?
The guy who owns a Pixel 5 and Annual Subscription to Google 1.

I believe it is time to say good by to Google.
Not recommending them to anyone else. "

"Wait times are gynormous. I have a defective microphone on my Pixel 6 and waited online for HOURS for a chat to begin (who has that kind of time??). From there, we attempted to resolve it to no avail and continued into an email diaglogue. The response times are either in 24 hours or never. We truly never resolved the issue and the dialogues on a critical issue are painfully slow and pathetic."