How do I get a refund/replacement on a customized controller that I never received?

Hi Mike, my name is Rodrigo. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

I am sorry to hear that.

In this situation, the best course of action is to contact Support.

I kindly ask you to speak with Xbox Support.

Please enter this link for web chat: https://support.xbox.com/contact-us

If you prefer to contact them by phone, use this link: https://support.microsoft.com/help/28808/microsoft-store-contact-support

You can also request a callback: https://support.microsoft.com/home/contact

I hope this helps.

Un-freaking-believable.

History says if I do this I will be shipped a standard replacement controller (my roommate used Xbox Labs a long time ago, got one with broken shoulder buttons, got a standard controller as a replacement). A quick review of the warranty also says if I choose to process a repair with them I will receive a refurbished replacement.

I want the CUSTOM ENGRAVED controller I ordered.

I paid $80, how do I go about initiating a replacement that will get me the controller I ordered and not an standard black controller that I could get for under $50 at the local store? Barring that, how do I get a refund?

Hi there. My name is Ron, I'm an independent advisor. I will be more than happy to help you.

Just to confirm, are you seeing the transaction that you would like to get a refund with on your account's order history from this link? https://account.microsoft.com/billing/orders

Can't I just pay for a replacement and get a refund on it once they receive my controller?

Got it. Well that's somewhat reassuring re: the refund, but ideally they would replace the full controller, customization and all. I appreciate the help in clearing that up!