"Placed an order with two day delivery option for Google pixel buds. The order is not delivered even after 3 weeks.

Google customer support team said they will contact after investigating within 24 to 48 hours. But, no one from their customer support got back. This happened thrice and after asking for a manager, the customer support person said they will forward the email to the manager and the manager will get back within 24 to 48 hours. But, no one got back regarding the order.

The order is still not delivered. Really disappointing customer service."

"Long story short, FedEx lost my package and have admitted to it. They gave me a case number which I gave to Google. Google says they have to investigate. It’s been over a week and they wont give me a refund or resend a replacement till they finish their investigation. Gifts were for Christmas, but not sure I’m going to get any resolution in time.

Shipper has admitted fault, provided written communication. Why is this so hard for Google?

Next time, I’m going with Apple or Amazon"

"Don't buy nothing from them. If you have to call them - impossible to reach someone. I pay for Nest Wifi router
and point $269 they will refund me $189 , this is how much they charge for ??????? "

"I had ordered 3 Pixel 4a 5g at the same time from the Google store Canada. The expected delivery date was 3-4 days, which was later changed to 2-3 days.

The first phone arrived on the fourth day. After waiting 7 days for the other phones, I contacted the delivery service, who recommended that I contact Google Canada.

First, the phone support line was closed due to COVID-19. Subsequently, I found out that they are actually open, bit are refusing to accept calls (ie. they will call you, but you can't call them). Second, I waited 1.5 hours to be connected to the online chat help, who was utterly useless after another hour. Third, when I emailed Google support, all they did was send me a daily emails saying that they are "escalating" my case (ie. no help even after 4 days, only useless emails).

When I got fed up and wanted to cancel my order, I was threatened with a restocking fee and delivery charge (ie. I won't be getting a full refund). I thought that was incredibly unfair. When purchasing the product, the delivery date is an important consideration. Why should I have to pay when the products are so severely delayed?

I ended up contacting my credit card company, who was nice enough to help me dispute the charge.

The whole experience has really soured my view of Google. I'm not sure I will even get an android phone now. I might give my money to Apple. "

"Bought 3 Nest outdoor cameras, 2 from Google, 1 from Amazon. Had to return all, installer said we needed higher-up model.

Amazon return? Incredibly simple and fast. Full refund.
Google return? Pack each unopened camera in a separate box with separate RMAs and paperwork, cart down to FedEx, get a partial refund with FedEx fees in both directions deducted.

This was an incredible learning experience. Lesson?

1. Google makes a good search engine, but they are absolutely clueless about on-line retail.
2. Use Amazon for retail purchases "

"The reps do not have any authority to action on and resolve the issue. All they do is escalate and you end up waiting weeks together. Warranty policies are not kept up or poorly fulfilled.

My Pixel 4 xl had battery issues. It has been 3 weeks since I sent the phone in. I'm waiting without a phone and there is no firm commitment from support. However they have escalated the issue from one week but no progress. Coming from Apple and Amazon support, google support is not customer focused. I'm moving away from Pixels from now on!"

"Purchased a Pixel 4a, unlocked because that's what I was told was the best. No aps from manufacturer, no ap's from Verizon. what they did not tell me was that needed ap's from Verizon would not be compatible in a lot of cases. I was given 15 days to return. I thought that was after activation, however it was from time of delivery. It came while I was on Vacation, and was here for a while before it was activated. Sorry about my luck. I hate this phone, will never buy Google again. Main problem is lack of contact. Can not talk to those people, and if you are lucky enough, you cant understand their Broken English"

"Hello,

I am writing down my terrible experience with Google Store. I am disappointing and frustrated. I felt this is a fraud. Some people is not doing their job. I tried to put myself into their shoes, unfortunately it just doesn't make any sense to me. The whole idea of support is not helping us!

I purchased Nest outdoor camera from google store on 8/27. I got my camera. I was so happy to install on my drive way. I am a loyalty customer of Google nest. I had door bell and the nest door lock. I thought I would have a good experience with the outdoor camera. The night mare started. Due to high installation fee $99 from google, I install by myself. It was ok and was very happy to have the drive way under my control. The following day, the wire got raped by my garage door. I contacted the support. JT was the first representative responded me. He gave me the return label to tell me return the whole thing, they will send me a new one. I was told 9/27 will be my last day warranty. So I send it back on 9/26. Mind you, I uninstalled everything and put it back to the original box with every part! In five days, 10/1 I got my delivery. I opened the box. I was shocked! They just send me a camera. No adapter no charger! On top of it, the camera is in a recycle box! Then I started to call the support. 10/2 I will have to leave my house to my husband. That's why I can't wait for them to send me the Accessories. I call the customer 10/1. The guy said they will process me a return label. I never got any return label

The night mare started. I started to call them 10/5. Jose was helping me. After he checked with the serial number. He said the camera was purchased by end of July. So it is way beyond the warranty. I felt shocked! They must had sent me an used one!! No one can solve my problem. They just kick the ball to another department. I try to compromise with them. No refund just send me a new device. They said they will contact me or follow up. Unfortunately, they don't even trust me why I got an camera in a recycle nest box?!! This is unprofessional. and disappointing the real customer.

When I ask refund, it is reasonable. I returned everything in the original box with everything on 9/26. They didn't keep their word. They send me an used one. If at the beginning, they would tell me they will send me an used one. I would request refund 9/16. The company is lacking of management. This causes so much stress and over and over time on the phone.

We also got several times disconnected very rude from the representatives.

I really apricated your time reading this. If you have the same or similar problem place contact with me. I am looking for an attorney as well.

Please contact or leave a message.

Thank you"

"Bought a Nest e thermostat directly from Google. Had an issue that was covered under warranty (which took 2 chat sessions and over an hour to get to that conclusion). They told me they would ship a replacement. A month later it had not arrived. Another two chat sessions (no email or phone support) and I find out they are backlogged and haven't shipped yet but will in a week. Two weeks more go buy, more chat sessions and now they say they will not ship me a replacement - they appear to have never done anything with my case. I have to BUY a replacement and ship the broken one back for a credit after they receive it. Given no choice I do that. After more than 6 weeks without a working thermostat, the replacement arrives and I ship the broken one back USPS with a tracking number. 2 weeks later Google sends me an email saying I have 5 day left to return the broken thermostat or no refund. I look up the tracking number and it shows delivered the day after I sent it. Another chat session and 30 minutes to discover that the delivery was to Fedex (which I can no longer track) and their warehouse does not show it having arrived. If Fedex or Google loses it, then what? So now I'm at their mercy with no recourse. Google has no idea how to run a retail shopping business. It's not worth the endless hassle dealing with any issue you have. Just way too hard."

"I ordered the pixel 3a over 2 months ago and the product was not delivered. Since then, I have sent over 35 emails to google, with very little response. I couldn't call due to the phone's not being open due to covid. Every customer service agentsl that I heard from for 2 months responded from a no reply email, leaving me no way to respond to them. Finally, after two months of sending 5 emails weekly, I got in touch with someone from the live chat. Still, the only solution they have provided is a refund or sending me the same product. Google store has made no effort to recognise my time wasted, their lack of communication and the fact that I paid for a product which was not delivered for over 2 months. I will never buy a Google product again. "

"I bought a pixel 3a and was happy w it, but it broke just after the warranty expired. I saw that the pixel 4 I wanted to replace it with was out of stock at the google store, so I ordered it on Amazon. Unfortunately the shipping was going to take a bit, so I kept checking the google site. Later that day it became available from google w free 2 day shipping so I ordered in from google and canceled w Amazon. I became concerned when it wasn’t shipping so I contacted google. They assured me that it would arrive by 7/24. Then 7/24 came and went and it still hadn’t shipped. I contacted them again and was told they were investigating and would get back to me, my case was escalated, etc. I didn’t know why they couldn’t tell me why the phone hadn’t shipped. It was a great inconvenience to be without a phone. Finally I decided to investigate myself and found the phone was out of stock. I contacted them again and asked that a manager call me on my work phone. They said that would happen in 24-48 hours. I never got a call. I kept looking at the website. On 7/28 the phone was back in stock. I was hoping they’d ship it, but they didn’t. I ended up purchasing a Samsung online and having my dad pick it up and ship it to me, as I live in a small town without many options. My advice is to never shop at the google store. Also, the Pixel does not seem like a reliable phone. "

"I would not purchase anything (product or service) right now from Google.

Their support used to be stellary, but recently they shut down all USA phone support and the email/chat processes are hopelessly broken.

Had I known this before purchasing a recent Pixel phone directly from Google, I would have instead just purchased an iPhone SE (the latest model). It's a great product and Apple's support is first class still.

Apple is running circles around Google when it comes to sales and support right now. And my experience is that they are a trusted support organization with more customer service ability and experience.

So, if you must, buy a Pixel device used because the support is really bad if you pay a premium and buy new."

"Ordered nest wifi router 11 days ago. Card charged $285, tracking number shows "PENDING". Was told to "wait rest assured.." by support chat 2 times. Can't submit email support - form isn't working. Seriously this level of customer service is below 1 start ebay seller. Google - hopefully someone is listening, please fix it or shut down this embarrassment of a store! Never buying anything there again and warning all my friends."

"Products fail in less than a year. I have had my Nest Thermostat fail twice, Nest Protect fail three or four times, and Google WiFi router fail. The customer service is non existent and it took me 3 weeks to even find a rep to speak with. After that they give you a run around and take multiple days to address the issue. When ultimately it was determined that the product needed replacement, I had to go through a replacement process that was worse than filling out paperwork at Uhaul. I have never seen such a complicated return under warranty process. Their call center is in the Philippines with no power to do anything. And they have to wait days for someone in second tier support to approved a replacement.

Never buying anything again from Google. I am stuck with a number of Nest and Google products that I cannot get rid of, but this is it. Never again! "

"De slechtste webshop ooit!! Ik heb voor mijn vader een Google Nest mini besteld via een actie zodat het €0 zou kosten. Dit d.m.v. een code die verstrekt was per email via de ANBO actie. Tijdens het bestellen leek het allemaal te lukken en ging het ook goed met de korting. Totdat ik later op mijn mail keek waarin het bedrag van €59 als betaald stond. Ook keek ik op de afschrijving van mijn credit card en daar stond ook hetzelfde bedrag afgeschreven. Ik weet zeker dat ik tijdens het bevestigen van mijn bestelling -€59 korting zag en €0 te betalen.

Toen ik dit eenmaal had begrepen wilde ik de bestelling annuleren. Echter, blijkt het dat dit na een uur niet meer kan in de google store. Hierdoor heb ik direct contact opgenomen met de webstore en mijn verhaal gedaan. De contactpersoon vroeg naar het bestelnummer en de gebruikte promotiecode en zou dit gaan uitzoeken.

In goed vertrouwen heb ik afgewacht, maar na 5 dagen niks te hebben gehoord, heb ik nog een email gestuurd met of er al wat bekend was. Helaas kreeg ik toen de melding dat ik nog even geduld moest hebben omdat er specialisten naar moesten kijken.

Na wederom 5 dagen niks gehoord te hebben heb ik nogmaals geÏnformeerd en kreeg ik te horen dat er binnen 1 of 2 werkdagen een reactie zou volgen. Inmiddels zijn er weer 4/5 dagen voorbij en is de retourtermijn verstreken en zit ik met een product van €59 die ik nooit wilde kopen voor zo'n bedrag.

Reactie op mijn mail met een ultimatum is uitgebleven (weer 2 weken later) en dus ben ik genoodzaakt om via mijn creditcard maatschappij de transactie te laten betwisten."