"Terrible. UPS lost the shipment. UPS has accepted and issued this to Microsoft. Microsoft support acknowledges and promises to call me back in 24 hours to issue a new order. It's been 11 days. I have called back 6 times. No one has contacted me back. No email no phone call.

The support experience is outstandingly bad. There is no way to speak to anyone that can actually do something. The first line of support can easily be replaced with an auto attendant. It's THAT BAD. Then at the end of every failed attempt to get support the agent asks "Is there something else I can help you with?"
Really? I just told you that I didn't receive what I ordered and paid for. What else would I need?
The person in charge of setting up this support process at Microsoft needs to be fired immediately. It's completely ridiculous. It's actually worse than not having a human answer"

"Horrible experience in dealing with Microsoft store. Despite my order being canceled two weeks prior, they shipped it anyway and have billed me for it. Attempts to receive a refund have been exhausting. Never buy from this company."

"talk about a lousy experience dealing with the Microsoft store - WRT a missing item on a internet order. Have had to deal with a Customer support agent that, regardless of the name he is giving, (Eric, Marc, Edward, etc) there is no doubt in my mind that the Customer service rep does not have English as his mother tongue...... probably isn't his 2nd or 3rd one either.

I am on my 3rd call over 15 or 20 days - in spite of promisses to get back to me within 3-5 days.......

Lousy service...... lousy, lousy, lousy!!!!!!!"

"Worst experience ever. Tried to order tablets online but kept getting an error message and my order never went through but Microsoft charged my Paypal account. I called customer service to inquire about the charges. Automated system informed me that there is over three hour wait time and offered to call back. Little over 5 hours larer I received a phone call from a representative. He hung up on me in the middle of the conversation. I had to call back and wait another 4 hours to get hold of the representative. She was rude and wasn't interesred in helping with the situation. She said she can't find an order and said I need to take it up with Paypal about the charges. I informed her that I can clearly see a charge by Microsoft on my Paypal account and there should be an explanation for it. She said she couldn't help. It was frustrating not being able to get any resolution. Even more frustrating was dealing with rude and incompetent staff. I have never been so disappointed anyone as I am with Microsoft. I have been using Microsoft products all my life. This experience makes me want to get rid of every Microsoft product I own."

"The experience was awful. I kept getting errors when trying to confirm the order. Later, I received two email confirmation for the same item. . . . . they duplicated my order and I never once recieved a confirmation online.

I immediately tried to cancel the second order online. . . . they do not even have that capability.

I then called the service desk and was told there was a more than three hour wait queue. I requested the callback option.

I then found a chat feature online and got a chat going with a service rep. . . . After some time, he confirmed that the duplicated order was cancelled.

three hours later, I got the call back and that person also confirmed the order was cancelled.

the next day, I received an email notification that some of the items on both orders (first and duplicate) shipped.

the next day, I received an email with a return shipment authorization.

two days later, I received another email stating that another item on the good order is not available.

Meanwhile, my credit card is charged with duplicate charges. In addition, there is a mysterious #360.11 pending charge that nobody can explain.

I just spent about two hours on the phone with them trying to clear it up and go zero satisfaction.

This has been the worst online shopping experience ever. "

"I bought a cheap i5 touchscreen laptop on BlackFriday,but 6 days later it still not ship out,I ask the online support twice,they said the just provide technology support,they don't have the tool to check it,just give me the useless store phone number,and then no reply me again.
OK,I call the 1-***-***-**** line,after a long long auto reply,said they are busy,I have two choice,watis for call back,keep waitting.No call back till now and I've ever chioce waiting somebody answer me 20 min.
Finally ,I write a email ask for refund but no reply now."

"DO NOT BUY FROM HERE. Their website and customer service are so lacking I spent over 10 hours on the site and phone but still did not end up with the tablet I wanted. Their customer service representatives have no accountability and lack basic training. I was hung up on twice, misquoted prices and they messed up the transaction so many times four different credit cards were locked out. They told me they would call be back within two hours to resolve my issue, I never received that call. I am so completely disgusted that I decided to get an entirely different tablet just to avoid future dealings with them."

"I ordered an Acer laptop computer and Microsoft shipped the computer to my billing address, not shipping address. I called Microsoft and asked to redirect the computer to my shipping address. Microsoft gave me the reference number but they NEVER contacted me later. I called again. After waiting for 3 hours (Yes, it is 3 hours!), I got to talk to a representative but the call was disconnected and I never got the call back.

I tried to ask for an RMA to return the computer but I had to wait for hours to talk to someone. I still couldn't get anyone to talk to me about the return yet up to now."

"How can an online store not have an online cancellation process! All I want to do is cancel my Xbox one pre-order quickly without being asked a million questions and waiting on hold for hours. Pathetic."

"I feel your pain @fckyoumicrosoft!! I am in exactly the same boat!
I'm a student at the University of Minnesota and I really need a new laptop, so I ordered the Surface Pro 2. However, my order didn't go through because my credit card was apparently denied. I thought this was because my card was just put on hold because my bank suspected credit fraud because of an earlier purchase I had made (ironically for the Touch Cover 2). I was told to update my payment method for my purchase through an email. Because I had cleared up my credit card with my bank, I thought it was ok to use again, but when I resubmitted my payment method, I was immediately greeted with an error and was told that my purchase was CANCELLED. I wasn't even given another chance to submit another payment method. I called in several times to microsoft customer service and they reassured me that this was a mistake and that I would receive future contact to update my payment information, but more importantly they assured me that my preorder was still INTACT. Just received a call telling me that my order was permanently cancelled and that I had to place another order to receive my surface and that I would have to wait another 2 months to receive it and that there was nothing I could do. Note that this is after I had JUST received the touch cover 2 with the docking station just about to ship to me. I will have the touch cover 2 and the docking for 2 months and they will sit there and mock me until I receive my surface, after I have finished just about all of my classes at the U, which was the real reason I wanted the Surface Pro 2 so soon. I blame Microsoft and their website. Customer service was great and helpful, but misinformed and it wasn't their fault. I AM QUITE PEEVED.
I am an avid user of Windows 8 and Windows 8.1 and a technology enthusiast, so this is really disappointing. I am still shocked that this couldn't have been settled in a more direct and customer friendly manner and that my original order status couldn't have been preserved."

"Beware. They have serious problems with their way of doing eCommerce.

Here is my case.

Each year since 2009, I have to purchase via their online store the Renewal of my Action Pack Product from their Partner portal. Each time it's an adventure. I'm able to get through the end of process and come out with an invoice number using my credit card. And each time I wait for about a week and I do not receive anything from them. So I have to phone them and each time they say that the're was a problem with the credit card process and the order did not processed, so they have to manually cancel the order and 24 hours after that I can process... using another credit card because I will not be able to order anything from Microsoft for one fiscal year (?) since their was a problem with my credit card !!! What I have to do is to wait for the 24 hours, order using the Check as a payment, and phone them again to use my credit card and they will do the job manually on their side. After that the process will take 48 hours to process and then the order will be processed...

Everytime I have to use their store to buy things that I have no choice buying from them I always have that kind of adventure.

Microsoft's head office should take this threat seriouly because Online Business is the big thing right now. I can see the avererage of 0.67 on 10 as of today, meaning that i'm not the only one to live this bad online experience with Microsoft..."

"I'm a student at a European university and tried to order the Surface Pro with the 10% student discount. I added it to my cart, then it says I have to create an account with my student e-mail address. Creating a student account was hard enough since my university wasn't listed and the website didn't let me continue when I simply entered my university's name. I then found that a certain faculty from my university (not my faculty, though) was listed, so I chose that. Then I got an e-mail with a link to activate my account. I click the link and it says I confirmed my account. Then I try to order again and again it says I need to confirm my account by e-mail, so I do the whole thing again. This time I was allowed to continue.

Then I enter my credit card information, since it's the only payment option. In the end I get an error that simply says "Error number: 30225". When I try again i get "Error number: 0".

I call up the hotline and a very friendly employee says he will try to submit the order for me. He asks for the name on the credit card and the CVV number (not the credit card number - he saw that from my account). He submitted the order for me, said it worked, and then I immediately saw that my card was charged with the price of my order. He told me the order was still in a confirmation stage, though, so I have to wait a couple of hours to get a confirmation.

The next day I get a call from the same guy saying that my order was not accepted (no reason why). When I brought up that my card was already charged he said it wasn't actually charged, it just "looks like it". He submitted a new order and said we will see if it works this time. Then I get notified by my credit card company that the card was charged a second time, but soon after they say the first one was cancelled (so Microsoft did cancel the first charge).

A few hours later I get a call from the same guy saying the order was successful. I ask if there is any e-mail confirmation for me and he said I should have already gotten one. I did not. He told me to check my spam folder, but that was empty too.. He then asked me if he should send it to another e-mail address (my gmail account) and I agreed. There I got the E-mail in the SPAM folder.

The support guy was very very helpful and friendly, but the overall ordering experience was horrendous! Never had so much trouble with an online purchase before!"

"In fifteen years this was certainly my worst online purchasing experience. I wish I had checked here before placing an order.

They had a student promo that I used to buy my brother a laptop (who is in fact a student). The promo was broken and would not allow orders to complete. I tried for awhile to get the site to work. Then did an online chat. The chat person couldn't help me so I called in. I spent thirty minutes or so on the phone and that person couldn't get the order through either.

Next day, website still down. So I call the physical Microsoft Store in Boston and spend another half an hour on the phone with them. They didn't know about the issue and couldn't complete the order. So finally the next day the website is fixed and I place my order.

I had ordered next day shipping to try and get the laptop in time for my brothers graduation party, but it did not show up for three days.

Then lo and behold, ANOTHER laptop shows up two days later. I check my credit card and they charged me the non-promo price on the second laptop. I call MS store and get an office in India. I tell them I need a return label for this laptop and they keep telling me my 'email address is wrong' so they can't talk about the order. I'm flipping out on the phone. What do you mean you can't talk about it?! I have a flipping laptop that you CHARGED me for sitting on my table. WTF am I supposed to do with it? Finally gets escalated after asking ten times. They 'sort' the email issue and will mail me a UPS label.

No UPS label shows up. Again I call in and they sent it to the email address that was wrong. Awesome. So now I've had this bloody thing for two weeks, I have to cover the financing cost on my credit card, and I've spent hours on the phone.

Last straw is that the product ended up being defective and I had to return the original laptop too. They wanted me to have it repaired instead of returned, but at this point I was absolutely done. Awful store. MS can and should do better."

"I received a free $10 electronic gift card for signing up for an xbox one newsletter. On 5/21 I ordered a phone case and usb charger. A week later I check my order to find out that I was sent the wrong phone case.
1) I call on 5/30 to let them know the order is incorrect They tell me I will get a UPS return label and they will ship the correct item back to me. I receive e-mail from an online support staff confirming this.
2) Receive e-mail 3 days later that I should receive ups return label (although no return label sent)
3) A week later receive similar e-mail stating ups return label should arrive soon. (no return label is sent)
4) On 6/10 I contact msstore through online chat. We find out they are incorrectly referencing the wrong order and the support staff says they will escalate the issue.
5) 10 days pass and on 6/20 I again contact online support and they give me the same response: You will receive a return ups label soon and we've escalated your problem.
6) Finally on 6/26 I receive the same e-mail that my UPS return label will arrive soon, but this time I finally get the UPS label.

So I've shipped the item back to them. Shipped on 7/3.. expected delivery 7/10.

**Conclusion: I don't expect to get my order fulfilled. If I had spent any money I would have done a credit card chargeback the day I got the incorrect order. Since this was free, it's just left a very bad impression on me. I will not be buying any microsoft product soon."

"I ordered the microsoft surface on 6/30/13 and received no order confirmation although the transaction showed on my credit card website. That seemed unusual but I was traveling so I didn't have an opportunity to follow up until 2 days later. I called customer service who mentioned there was my problem with my credit card (extremely unlikely) and they would call me back promptly. I called my credit card to make sure who verified there was no problem. Customer service never called back. I called customer service again and spent over an hour explaining my issue to various customer service people and supervisors. I also asked why, if there was an issue with payment, I received no email telling me such.

It has now been two days since THAT phone call, they have charged my credit card again and yet I still do not have a product nor a tracking number. When I go to the website, it still says that there are no orders in my order history.

I have never had to try this hard to PURCHASE a product from a company! Terrible, terrible, terrible customer service. The worst customer service experience I've ever had. "