"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."

"I ordered a product that I needed within 2 weeks and when I got my notification of expected delivery, July 7th, 2020 , which was 1 month, I attempted to cancel. I tried "Chat" to confirm cancelation and was told it was too late. You have gone past the 30 MIN time from order in which to cancel. This is crazy.... I there someone walking cross-country to deliver my order in person
THINK TWICE ABOUT USING GOOGLE SHOPPING!!!"

"I've received 4 Pixel 3 phones from this fraudulent company and all have been faulty. When sending out replacement devices, they are in fact other faulty devices received from other customers. They clean them up and send them back out still with the faults.
As for the customer service, words can not described how bad it is. Constantly lied too. They near enough admitted that what they are sending out are faulty devices that have been returned. They don't actually bother to read or listen to what the problem is. Every time they make an attempt to resolve the issue, they just say "what's best for our side" or "what's best for us is". It's always about what's best for them, not the customer!
When they say that they will get back to you, they don't.
I was offered a google store voucher as an apology, the only items that I could get with it was a charging cable or a piece of cardboard...YES A PIECE OF CARDBOARD!!!!!!"

"I had a new phone for less than a week before it melted a power cord. They sent me a REFURBISHED phone to replace it. At least send me a new one, like I bought."

"LYING ABOUT DELIVERY DATES, TERRIBLE CUSTOMER SERVICE
"I ordered a Pixel phone from Google recently and for some reason, on the day it's supposed to be delivered, the delivery date suddenly changed to still waiting for new delivery date, it's just a message stating the delay. I contacted customer service about 6 times The first one told me to ignore the message and that the product would be coming as expected without delay. The second one told me that there is in fact a delay and they have no clue when it'll be resolved. I don't understand why a company like Google would lie about delivery dates and fail to provide any information on delays. Even worse, the customer support operators didn't seem like they were even trained to handle this situation and they both provided answers that contradicted each other. I'm not even sure which one to believe. This is the first time I've purchased something on the Google store and definitely the last.""

"After 30 min, don't waste your time to try to cancel order unlike amazon or other online stores. Wish there's an option to cancel order up to 3-4 hours or informative message about full refund."

"I ordered a Pixel phone from Google recently and for some reason, on the day it's supposed to be delivered, the delivery date suddenly changed to "Your shipment was delayed". There's no new delivery date, it's just a message stating the delay. I contacted customer service on two different occasions. The first one told me to ignore the message and that the product would be coming as expected without delay. The second one told me that there is in fact a delay and they have no clue when it'll be resolved. I don't understand why a company like Google would lie about delivery dates and fail to provide any information on delays. Even worse, the customer support operators didn't seem like they were even trained to handle this situation and they both provided answers that contradicted each other. I'm not even sure which one to believe. If Google is so under-equipped, disorganized and unable to carry out online orders, why bother opening an online store in the first place? This is the first time I've purchased something on the Google store and definitely the last."

"I purchased a brand new Google Nest Wi-fi router from the Google store online.

It was faulty and I subsequently carried out a return via their online system. I should have received a label from their system within a few hours, however, that never occurred.

I contacted Google and they promised to resolve the matter within hours.

I should be so lucky! It took me 14 emails, and only upon emailing the Chairmans office did I finally get a returns label!

My advice don't buy from them direct. The bigger they are, the worse....

Oh and pay by Credit card and Paypal!"

"I bought a Pixel 4 XL from the Australia Google Store, it came pretty quickly which was good but it went all downwards from there. My phone was a demo phone which means it was used as a demo by a retailer and cannot be used by owners and in the box everything else other than the phone was missing, charger, earphones and quick switch adapter.

I just paid over $1200 for this phone and I get a dirty looking box with a phone I cannot use and missing all accessories. It actually feels like I have been scammed and its from the official Google Store.

This is just unacceptable from any retailer especially from Google."

"I give a one start review because I cannot give them a zero start. I bought a pixel 3 from Bestbuy, the phone went completely out after 5 moth. I called for a replacement and the representative that barely spoke English was not very helpful. After requesting a replacement under warranty I was told that Google first want to receive your phone before they send you a replacement and the whole process will take up to 10 days. I use my phone as my work phone, I have clients emailing me all day. I cannot wait 10 days to get a new phone. I had replacements phones from Samsung, LG and Motorola in the past and ALL OF THEM understood the importance of having a smartphone and send me a phone immediately before I sent my broken phone. Needless to say, if having a smartphone is important for you and and your business DO NOT buy Google phones. "

"If you order and don't need support, that is the best scenario. If you have to call them, good luck. You will get asked mindless questions from a person that can't even help you and then get asked the same questions by someone else. Being asked to "kindly" wait over and over again is ridiculous."

"1. Bought a phone it never arrived - I had to called my credit card company to dispute it because Google refused to do anything.
2. google asked me to reorder and they would honor the black friday discount from item 1 above, 3 months later, still no refund or discount.
3. Separate case - Sent back my phone for warranty - they sent me confirmation saying they got it, then 5 minutes later saying they never received it. Credit card company again had to step in and reverse the charge.

"

"I love google, There products are incredible great company to work with "