"Unless you are a microsoft freak avoid them at all costs. Item not in stock at store had to be ordered. They said it would arrive in 3-7 days. 4 days later checked the site and the item had not shipped. Called customer service, got an overseas person on the phone. Clueless. Disconnected me. Typical. All I wanted to know is when will I get my order. Sounds simply eh? Not for MS. They kept reading to me from a script. BS. I was then told the item would arrive in three days. Called three days later, Item had not shipped. Told it would ship next day. More BS. Bottom line, order arrive two weeks later. Total time from order date: three weeks. Never again. I'll stay with amazon. Screw MS and Gates"

"I will add my voice to the chorus of critical reviews. I normally do my research on vendors before I order but failed to with this Microsoft purchase because I thought that I had the protections that come with dealing with a larger company. I mean, it's not like I was buying something out of the back of a mini van, right? The ordering process itself went well and they certainly charged my credit card quickly and efficiently. In fact, I got an email within a couple of days notifying me of shipment. All was well until the actual shipment arrived and most of it was missing. They had only shipped one game out of an order of 2 games, an Xbox 1 console and a controller. After 30 minutes on hold with customer support, I spoke to someone I can guess was offshore. MS has probably outsourced their support. Her customer service strategy was to read the same two lines of a script over and over again. Surprisingly, that did nothing to resolve the issue or make me a happy customer. I'm fine if it takes a little longer to fulfill my order, just communicate to me throughout the process. Also, MS really needs to better equip their employees. This person was clearly out of her league and not knowledgeable or empowered enough to actually do anything to resolve my concerns."

"Worst experience I ever had. There is no customer service at all, you have to wait 45 min to an hour on the phone to get somebody from India to tell you, "you can't cancel your order" even though your order haven't ship yet. Its been a whole week and my order haven't ship and they already charged my card. Stay away from the microsoft store , go to walmart or order from amazon, new egg or somewere else."

"If I could give negative stars I would. After placing Cyber Monday online orders at microsoftstore.com, and I waited the amount of time to receive the download code. I never received the code in an email. I called their customer service, and was informed that they cancelled the order. After an hour on the phone a new order was placed. I then waited for the email with the download code again. I called my credit card company, and was told the charge was approved and there should be no problems. I called customer service again, and again cancelled. After a lot of run around a third order was placed, and cancelled again. All of this at the fault of Micrsoft. They asked if I would like to place it again. I said NO, and that I would not be ordering from them again. If anyone has an Xbox that need something, go to GameStop where they will always take care of a gamer's needs. I should have gone there instead of looking for a discount."

"If I could give negative stars, I would. I ordered an xbox one bundle that included the "Lego: The Movie" video game. When I got my order confirmation, it had the wrong bundle included. They had the "Gears of War" bundle on my order confirmation. I called immediately (within 15 minutes of placing the order) to get them to switch the bundle. The customer service rep that I spoke with was rude and condescending. He told me that they could not modify the order, so we would need to cancel it and then I could place my order again. After asking him why they could not change my order, I started to realize that he did not have the power to really "do" anything. I was getting irritated, and told the rep to just cancel my order. He then started rambling off multiple 12 digit numbers that he wanted me to write down. I basically told him that I don't care about their case numbers or request numbers and that I just wanted him to cancel my order. He got snippy with me again, and I asked to speak with his manager. He then put me on hold for 35 minutes. After waiting it out, his manager got on the phone and told me what a great job the rep was doing. He gave me some lame excuse about the "system" and not being able to cancel orders, but only being able to "request" cancellation. I voiced my frustration and dissatisfaction (like he cared) and asked him to simply cancel my order because there was no way I was every buying anything from Microsoft Online ever again. The cancellation request was submitted (a day late) and subsequently denied and so now my order has actually been shipped out. Now I need to make sure I am home on delivery day to refuse the package. Way to take something really simple and make it really complicated Microsoft. I have learned my lesson, and will never try to use your online shop again."

"sorry, part I not posted earlier (please excuse incorrect spelling)

info: Thank you for choosing Microsoft Store. An Answer Tech (Microsoft sales specialist) will be with you shortly.
info: Privacy Statement
You are now chatting with 'Paolo'.
Paolo: Happy Holidays! Thank you for contacting Microsoft Store Website! My name is Paolo. How may I help you?
You: hi paolo
You: this is my order number 14049809458
Paolo: Let me check that for you. May I have your name please?
You: joe mercado
You: says ships by 25 nov
You: Ships by November 25 Black Ship it
You: i paid for 1 to 2 business days expedite
You: still no tracking...
Paolo: Hi there Joe! Let me check that first okay?
You: thank you
Paolo: You're welcome
Paolo: May I ask when did you order this Joe?
You: should state in the order, but 48 hours ago
Paolo: Did you pre ordered it?
You: i went into the website, added the phones into my cart, paid and was done with it
You: fastest shipping option
You: email confirmation also explicitly states shipping on 25 nov
Paolo: Oh I see. One moment please
Paolo: Alright thanks for waiting Joe
Paolo: So here it. Since you haven't met the shipping time frame for your advance shipping, we can just refund the advance shipping that you applied in the order okay?
You: no, that's not accetable
You: that is a commitment by ms, and my expectations are for the delivery on the date
You: not a refund
You: not a refund of the expedited shipping fee
You: i am a loyal ms customer. in the last 4 weeks, i have order the surface book, the band 2 and another hp laptop
You: this is not the way to treat your loyal customers"

"Very dissatisfied I pay for overnight expedited shipping and they will not ship for 5 days I tried to get a refund and they refuse me I will use Amazon from now on they ship right away."

"I ordered a laptop because mine had stopped working not too long ago, I needed it fairly quick for school reasons, So I ordered, got tracking said it would be delivered by Wednesday of that week, I check on Tuesday, and it says the sender has requested a return. They did not email me a reason, when I called they said they didn't have an explanation. How can you not have an explanation for something that the company you work for did? Then, they asked me to repurchase the product, so they can overnight ship it, but I would be charged twice. They did say I'd get a refund once the original gets back to the warehouse. Well, 10 days after it reaches the warehouse. This is the second time I've had an issue ordering from them in the past week. I will no longer be ordering for Microsoft store, Might end up getting a MacBook now."

"The store shows the order to be delivered in 3 to 7 business days but that never happens. I didnt receive the product on time and when I check with their rep I was told that time taken was 7 hours and 10 hours and not 8 days. The fortunate part of the story is I never received the package."

"I am writing to document my recent problems trying to order a Surface and possibly get some support/direction on how to address this issue.
The basic story is that I pre-ordered a new Surface Book at the beginning of October, but for some reason the pre-order triggered my credit card fraud detector and held the transaction. I tried entering a different credit card on the MS Store website, but the website kept giving me non-credit card related errors, leading to the order being cancelled.
I called the MS Store customer service to see if I could get the order corrected, but was informed that it was too late. All this was a bit frustrating, but understandable due to website errors.
But here is where things start to go really downhill.

After being promised a call back within 24 hours, I didn't hear anything so I went and pre-ordered a Surface Book from Best Buy. Four days later, I received a call from MS Store Customer Service saying that they COULD get me my Surface Book if I placed the order online with them again, and they could give my a 10% discount as a university professor. So I cancelled my Best Buy order. 48-72 hours later, I got another call from MS Store Customer Service (level 2 agent Ben), saying that they could not get me the Surface Book on time, as promised in the previous phone call. I asked him to double check, and he called back a few days later saying that he COULD get the device (after missing his 2 day call-back window by several days). I then got a call a week later, saying that the device was shipping soon. By the end of that week, I got ANOTHER call, saying that he was wrong and now they COULD NOT get me the device. I was very annoyed by this back and forth (and now the Surface Book was sold out at all other online retailers) and we agree to confirm with a level 3 agent before cancelling the order. I was promised a call within 12-24 hours. About 48 hours later, with no call, I called again and spoke to another level 1 agent (Jerome) who was very nice, but also promised me a phone call from an agent, promised me a $50 gift card for my troubles, and promised me an email, all within 24-48 hours. None have arrived.

So, MS Store Customer Service has promised me at least 4 calls that I have never received, 3 emails that I have never received, a credit, and a Surface Book that have all be cancelled.
I don't know what their policies are, but this is remarkably unprofessional and a complete waste of my time.
I now plan to go and cancel any open orders with MS Store and find a different product instead.

Has anyone else had similar problems with MS Store Customer Service and have any advice on how to actually communicate with them? I wanted the email address for their complaints department, but unsurprisingly, that email was never sent to me...

Robert B

"

"I think Microsoft should stop opening stores and they should stop selling products.. Their customer service is the most terrible on the market. I just called to ask a question (When the new phone will be available in Canada on their website to buy). I called the number on their website it says "Do you have a question call us"
They transfer me I don't know where which country. Why I would spend 1 hour so on he phone to ask a simple question? (That's how much I could have waited on the phone, I had to hang up)
I was wasting my valuable time with them. I am a Microsoft Certified person and buy products for my clients. I you can't give immediate support you shouldn't be doing business.
I tried to chat online to see if I can get a result. On their website always says Text chat or Video chat is unavailable!

You might have good products but you have the worst customer service. Other big company who sells their famous phones does better job at supporting customers than Microsoft. They should learn from them.

Microsoft you just lost my business.


"

"Worst interface for consumers I have ever experienced. The irony is that Microsoft is one of the world's premier software companies, and yet cannot take an order without aggravating customers. Simply unbelievable."

"The worse experience ever. I've been trying to make a large purchase for my school since September 28, 2015. The online system is unable to handle large orders, so I had to work with a live person. You would think this would be easier...WRONG. Finally, on October 14th we were able to get the order through and I paid by credit card. The purchase was not able to honor discounts given or our tax-exempt status. Therefore I was told that we would receive a credit once the order and credit card had been processed. Order shipped. I was so happy since it took 3 weeks to get the order processed. So you can imagine to my surprise when I receive an email advising me that the idiot at Microsoft did not issue a credit for the amounts discussed, but for the full amount of the purchase and my order was returned to sender. I then called today to speak with the help line and surprise...surprise...NO HELP AT ALL. Very disappointing and I still don't have laptops for my school. Not even 1 start is deserved."

" Back in March I purchased a new Lenovo laptop and also a Microsoft extended warranty from the Microsoft Store. I have been pleased with the laptop. I am still awaiting receipt of the extended warranty information!

I finally published a review of the warranty on MicrosoftStore.com and received this reply:

"Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!"

This is what I wrote:

I bought this extended warranty months ago along with my new Lenovo laptop. The laptop arrived in a few days. I am still awaiting a written copy of this extended warranty. It would be nice to know what exactly is covered and what procedures must be followed if a loss occurs.

Microsoft, I will never buy from you again! And I am still awaiting the written copy of my warranty!"

"Purchased an inexpensive Dell laptop - good for light use but certainly not robust enough for a lot of travel. Functionally it would be difficult to find all of the features elsewhere at the price so this is an exceptional value for a light-duty computer. The hard drive "disappeared" on the second day of use (stuff happens, not a microsoft or dell issue). A call to Microsoft Store tech support was totally unhelpful; the tech lady barely spoke English and her only suggestion was to click on the "start" icon even though the screen was completely blank. A call to Dell support was MUCH better. The very knowledgeable lady there was extremely helpful in diagnosing the problem and walking me through removal of the hard drive. A replacement drive arrived in 2 days from Dell and all is now well.
If you buy from Microsoft Store prepare to handle your own tech support.
I tried to submit this review to the Microsoft store site - they refused to publish. Apparently they only accept positive reviews!"