"Microsoft store is completely useless. They screwed up my order. I bought a laptop two weeks and they said the order did not go through so I replaced another order. A few minutes later, I got a call that both orders went through and I could cancel one. I was transferred to a customer service agent who told me that the first order didn't go through but he'd cancel it to make sure there was no problem. They were obviously confused. Well, the next day, I found out that both orders had shipped out. By this time, my account was negative 600 dollars thanks to the idiots at the microsoft store. The supervisor promised to process my return but she never did. she also said the order had been intercepted which was not entirely true. The order was not intercepted until it reached Jersey and as of a day before, I was still going to receive two packages. To make matters even worse, I called in again to confirm my return and another dummy agent said it had been processed. So today, I called in because it's been over a week since the last call and still no refund. The agent told me that my return was not processed and they were going to JUST process it. At this point, I was furious because all the agents ask dumb ass questions and waste your time. This time, if I don't get my refund then they have something else coming for them! Never buy anything from them! Please use Amazon, Ebay, anything else. They are useless!"

"I placed a number of orders for 1200 points codes with a $10 discount code that was e-mailed to me for signing up for Xbox One notifications. This code was apparently intended to be one use only, but became attached to my account and automatically applied to anything I had in my cart after placing the first order. 2 of the orders I placed were delivered via digital code, the other 10 were not. I was charged for all of them. So far I have contacted MS support twice, and both times they have insisted that the charges on my credit card are just authorizations (the bank verified they are charges) and that there is nothing they can do. They told me to file a chargeback because they can't do anything for me, or even tell that I was charged - I am reluctant to file a chargeback for fear that it will result in my Live account being banned, so now I am faced with the choice of risking that, or eating the loss (paying more than 2x retail for the points effectively), and hoping someone at Microsoft eventually resolves the situation. All in all, this is the worst customer service I have received from a company, to the extent that I feel like I am being defrauded and ignored by Microsoft."

"I received a coupon code for $10 off from their store. I placed an order for 1200 Microsoft Points and the order went through, and was reflected on my account. My order was never completed and I never received my points, so I replaced the order and it still gave me the discount. The same thing happened, so I tried another browser, and still the same problem. I now had 3 orders on my account, so after a couple hours I called MS customer support on my prepaid phone. I only had 30 minutes left on my phone, but sadly there is no e-mail support for the Microsoft Store (pathetic). When I spoke to a representative after 20 minutes on hold, she told me I just needed to wait. I waited, and then 10 minutes later I got an order confirmation. Logged into my account to get the codes, and the fields where the codes should be are blank. I borrowed a neighbor's phone and called them, and they told me that they were "out of 1200 point codes for a couple hours". Don't know what that meant, but I went ahead and waited, and waited, and waited. Now it is 7 days later.


This piece of crap company took my money, and they have no e-mail support for me to handle it. Their phone support lies and refuses to address my issue. My only real recourse will be to file 3 chargebacks with my card provider if they do not handle this, and they will eat much more in fees than the cost of my orders."

"Just incompetent.

On May 20, I ordered an ATIV 700t, paying extra for next day delivery. There was no UPS tracking # in the morning. So I called. I was assured it would be delivered by the end of the day. Then I called again at noon. And at 2. Same story. No tracking #, but , rest assured, it would be delivered. Finally, at 9 PM, I called again and asked for a supervisor. She told me the unit is on back order. I cancelled the order on May 21, and received an email confirmation of the cancellation that day.

UPDATE: Unbelievably, I just received an email from the MS Store (today is June 12) indicating that the ATIV has been shipped. They charged my credit card. I immediately called MS, and was told that they could not refund my card until they received the unit.

These folks are simply incompetent. They are supposed to be a computer company, but sales seems unable to communicate with shipping. I would recommend not ordering from the MS Store unless you're willing to risk ALOT of hassle."

"First they take your money, then they tell you it is not available, 4 days later your order disappears off their system and your money is gone. They lie to PayPal and you do not get your money refunded. They cut off your chats if they don't like what you are saying. (And it was not rude - I was providing a copy of the order that they lost). And then you never see your money! AVOID THEM LIKE THE PLAGUE! MOST UNPROFESSIONAL OUTFIT I HAVE EVER HAD THE MISFORTUNE TO DEAL WITH. NO WONDER PEOPLE PIRATE THEIR SOFTWARE! SOMEONE NEEDS TO SUE THEM! FOR LOST MONEY TIME AND SHEER ANGUISH!"

"The worst online shopping experience. Items are not labeled properly you have to scroll to the bottom in the fine print to find out that a part labeled as for Surface is for the RT only. It's a simple thing to label Surface RT or Surface Pro or just Surface if it works with either. When I called about receiving the wrong HD adapter I was basically accused of ordering the wrong one when there was only one listed on the site.

Not being able to place an order because they are currently out of stock putting the onus on the customer to check back to see if it is available really puts the CUS in customer service!

The product is good the store staff are very helpful but their hands are tied by stupid policies.

If you call the store and select the option for an in store representative you still get routed to a call center and have to ask to speak to an in store rep or you will receive misinformation about what is in stock."

"Worst online store ever....

They have tempting offers and they are pretty quick to pay you back but at this point i will not be fooled again. The people who answer the phones are powerless and frustratingly...not american. I dont have a problem with outsourcing, but microsoft has so much red tape with everything you do and these people fall so short in understanding these complicated issues.I have spent an hour on the phone being "escalated" as the csr's say only to realize it is more of a lateral motion. None of them understand you and none of them can help you.

Typically they say "your case is being escalted you will receive confirmation through email or phone within 24-72 hours. Your case number is xxxxxxxxx." They insist that you write that number down and there is good reason. They have a process of moving you up one step at a time regardless of how much you moan and without the number they have no record of this call and you have to start over again. I cannot stress enough how important it is to write that down.

I made an error with billing and they said they would refund my money. I said "i". It was my fault, but most multinational, billion dollar companies have a plan for that contingency. I was told two years ago that i would get my 15 bucks back and have not. I let it slide.

This time i have had an issue with cancelling a preorder. I had ordered some products and placed a preorder in the same motion. They shipped the available items and i received them. Im using them now in fact. Then i went through so much hassle and waiting to receive another game i preordered i decided i would go back to physical stores and amazon. I cancelled the preorder and stated very clearly that i did not want to return anything. I had already been billed for the items and was using them. I just wanted to cancel the preorder.

I explained it to this guy three times and he said he understood, but when pressed could not repeat what i had said to him. Third time he said he got it and i got off the phone. That night i got home and checked my email. No surprise really, but they had sent me a request for the items. Pretty much exactly what i asked them not to do. I kept my cool and after my third lateral movement i asked what would happen if i didnt return anything, would the preorder remain cancelled? They told me emphatically, unequivically that would work and thanked me for my time.

I got the game i attempted to cancel last friday and i am in the process of sending it back. They offered me 30 off the game if i kept it and i told them to die. I could be playing playstation 4 by the time i got that back.

Avoid like the plague"

"Never buy there! the staff is absolutely non-professional, they create orders for the items out of stock and cannot forecast when this will be shipped, the HUGE waiting at phone support (48mins), the chat staff simply closes the chat when cannot answer to the question. So this is the worst experience I ever get online."

"Absolute rubbish..took details of all my credit cards and refused them causing me to have to go back to the banks and restore them. The accounts themselves were perfectly able to fund the purchase. Clunky, unhelpful, and a disastrous hopping experience. I only wanted Office because its used by other people. We need simpler software and a better way to get it."

"This has got to be my worst experience ever. I ordered an Xbox 60 along with a few games for my kids for Christmas during their Black Friday specials. Items were processed and shipped and supposedly delivered by UPS but were left at the gate since no one was at home. When we got home the package was gone. Have been trying to contact Microsoft for either a replacement or a refund, preferably a replacement with no such luck. They were like it shows as delivered so that's that. I finally gave up and contacted my bank for my money back due to non receipt of items. I'm done with Microsoft no matter how cheap their item may be or whatever deals they're having. Their customer service sucks!!"

"Had an issue when an item went out of stock after I ordered and they handled it by giving me free overnight shipping, a free item and a future discount!! Way to go. I think they are turning things around since they are starting to sell the "Surface" and windows 8."

"Please donot make same mistake that I did - ordering from Microsoft store - You will be ok if the product is ok .. if there are issues , then your life is screwed .. I got a defective xbox with the installed memory not being recognized - called up xbox support the same day and they asked me to contact microsoft store for replacement - I called them up and they said they are escalating to another level for replacement .. the trail went cold at that point - I have made follow-up calls and there is no response ,no body taking ownership .. Its been a week now and I have a dead xbox with my kids excitement of owning an xbox draining by the day - I repent not having gone with Amazon ( 15 mins replacement / return process online ) or bestbuy ( I could have walked in for replacement ) - will never do this mistake again ..
"

"I bought my XBOX console and a few games.. They offered free courtesy shipping, 10% discount. Excellent customer service. Fast and friendly delivery. the item was in my hands in 2 days and i was up and running in minutes.
Great job MSFT !"

"The worst online store! Avoid it ! "

"This is a review for the online store (since I couldn't find anywhere else to put it). AVOID AT ALL COSTS! I really wanted to like the Microsoft Store, they had amazing deals for Xbox video game pre-orders where you would get 1600 MSP and $10 off your next purchase. I pre-ordered over $300 worth of content for the month of October 2012 alone, then after some small troubles with my first pre-order (Borderlands 2), my second pre-order (Fable the Journey) got cancelled for no reason, when I complained to customer support, they could give no reason why they cancelled it, so I cancelled all my orders with them. The next day I received an email saying that they were sorry for the inconvenience and that I would be receiving the game along with the pre-order bonuses for free. I was ecstatic, and I re-ordered all my pre-orders plus more.

Then came my 3rd pre-order (Dance Central 3, a gift for my wife), the release date came and went without me receiving the item. I contacted customer service and they admitted that because of a fault in their system, my order hadn't been processed properly. They asked me for my credit card information to place the order for me and I gave it to them; however, they were not able to place the order and they said they would "escalate" the issue for me and that I would hear back from them in two days. After two days I had heard nothing, so I cancelled all my orders (again). Note that this requires you to contact customer service every time, since you can't cancel orders through their website.

Finally, after three days I was contacted by Microsoft (a person named Fazeela) who said the exact same thing, that if I gave her my information, she would place the order for me. I told MS that I didn't trust that they could do it and that I wouldn't shop there again unless I was compensated for the hassle they caused.

Then I received a personal email followed by a personal call from an MS employee named Bryon, who, while a very nice person, said the same thing for the third time, that he could place the order for me and offer me $10 off, now after the Fable the Journey fiasco I expected more than that (at least the game for free and maybe another free game, hey it was worth a shot, right?), plus he offered me no reason to trust him or the MS store other than he seemed nice and he could get me $10 off, since he wasn't authorized to give me the game for free (well then who the heck is?). Moreover, he offered to be available on the phone for any other pre-order I had, which was a nice thought, but it's ridiculous that I'd need to call Microsoft for every single order, that defeats the purpose of having an online store (the fact that he needed to offer that to reassure me to shop at the MS store definitely did not reassure me).

My response was that I expected better from MS, they were willing to admit and pay for their mistake the first time, but I had to pay for their mistake the second time by spending a ridiculous amount of time with customer support figuring out, not to mention not getting my pre-order on day one (which defeats the entire purpose of a pre-order). So I told them I'd never shop at their store again, I'd never buy any more MS products other than Windows, since I didn't have much choice, (was considering picking up a Windows Phone 8 to replace my Samsung Galaxy S and the Surface in anticipation of Xbox Smartglass) and that I'd make sure everyone knew about their poor servers and nice though not entirely helpful customer service (to be fair, that's because the customer service people seem to have no authority to do anything useful).

So if you want to order great deals that you might never get or will have to waste hours emailing and calling customer service to get late, then MS store has everything you need. Otherwise, AVOID LIKE THE PLAGUE. I really wish they could have resolved my issues better, because their deals are sweet, but if they're going to make me wait forever, I might as well wait a little longer and pick up all the games on Black Friday for the same price with less hassle (I do all my Black Friday shopping online) from a company that can actually guarantee I'll get my orders."