Microsoft Store Support - POOR Customer Service

KatieKindbergh · Dec 25, 2019

I ordered an Xbox One on 12/2/19. Please see the timeline of horrible customer service, and hours of my time devoted to simply trying to get my money back. Spoiler alert: no refund, no new package sent... just endless frustration.

After over a week, I realized I never received the delivery (meant for 12/4). I called Microsoft Store on 12/12 and they opened a case. UPS lost the package as of 12/4/19. I received an email that evening that the package was lost, and that I could be
refunded or I would receive a new one.

I called customer support on 12/13, they said there was no record that I ever received the email. I asked for an email address that I could send screenshots to. The Support Specialist saw the photos and said he still cannot see it on their system, and
that the case was still open. I would have to wait 24-48 hours or call back the following Monday.

I called support on 12/16, and I was told that within 24 hours, I would be shipped a new Xbox and I would receive an email with the notification.

24 hours came and went, no email

On 12/18, I received an email that the support case had been closed, no other explanation of a refund, or any resolution - just a notice that the case was closed.

I called Customer Service after receiving the email on 12/19, and notified them of the email I had received. The Support Specialist transferred me to a supervisor. She told me she has NO IDEA why I received that email as the issue was escalated, case
was still open. I asked how long I would have to wait, she told me another 24-48 hours.

It is now 12/23. Still NO RESOLUTION. I ended up ordering a new Xbox to make sure I had it in time for Christmas.

I still do not have my money back. Not one Customer Service Rep has offered me anything for my trouble or my lost time dealing with this. How I still do not have a refund is BEYOND frustrating. There is no end in sight! I am currently waiting on hold
as yet another support tech tells me they are "looking into it."

:)

Frathos

I am sorry that you are having such a difficult time with Microsoft Store Support. If you purchased the console online with your credit card then maybe try contacting your credit card company and ask them to refund the purchase for the lack of product delivery
and problem resolution if you can't make any progress with Microsoft Store support as appears to be apparent from your extended description.

Good luck & I hope you have a Merry Christmas apart from this experience!

Ironwilled

Hi There,

You just have to keep at it, and eventually you will get results.

M3tal Daz3

Seems you went through a lot yet the only way to solve this issue is by being patient and to follow it with support.

Saw Mania

Oh, I'm really sorry about the issues you have been having, it's never a good thing to go through with the added stress so close to Christmas I would suggest contacting your bank/credit card company and request a full refund and don't give up trying to resolve
the issue. I hope it gets sorted out for you soon.

I really can't imagine the stress and frustration you're currently going through but I hope you have a Merry Christmas and hope the New Year is a better one for you.

NaZoooom

Hi KatieKindbergh,

I am really sorry to hear about this and hope the issue gets resolved soon. It is not a nice experience to go through especially so close to christmas.

Microsoft Store Support - POOR Customer Service