Google StoreReviews 111

I purchased a Pixel 5a through the Google Store, getting it 12/22/21. Today, 2/25/22, I plugged the phone into its charging cord when it was at 23% and when I went to text on it a half hour later it was dead. Black screen, no sign of life. I spent three hours in a chat with four different people, ultimately told to take it to a repair place. I suppose I am used to the excellent service Costco gives for purchases and I wanted Google to take this defective item back and give me another. I explained that I am a senior with a special needs grandson for whom I am a caregiver and I really need a phone, but they could not care less. I am sure there are companies out there with better customer service, so avoid Google, Please.

One of the worst customer service experiences I've ever had. Mind boggling that a global tech leader can be so inept at fulfilling an order, then compounds the problem with service reps that do nothing except spout platitudes like "we're looking into this" and "we appreciate your patience."

I ordered a Pixel 5a phone and got a delivery estimate of one week. Ten days later when the phone hadn't arrived, I contacted Google customer service via chat. That began a series of increasingly infuriating exchanges in which I was given repeated assurances that my request had been "elevated" and "specialists" were looking into it, but never anything specific or actionable.

I would ask very direct questions (why can't you just ship me a new phone?) and the answers were always the same - vague nonsense words that sound sympathetic but never come close to actually answering the question. I doubt I was ever in contact with an actual human being.

I finally gave up and disputed the charge with my credit card company. I will never buy anything from them again, and I caution anyone else to expect a similar level of incompetence and disdain.

I purchased 3 Nest thermostats with install through a company Google hired out. The installer was awful. He kept cancelling and has been back 3 times and my thermonstats still don't work. After hours on the phone of being passed off from one person to another and nobody could help or give me a refund on the 3 separate install fees we were charged but yet did not receive the service. Each representative told me the other department could assist me and that they couldn't help. I even asked to speak to a manager and was told on two different occasions that they'd call me back but nothing! After a couple months of trying I received no and my thermonstats need to be installed from someone else. This was the absolute worse customer service I have EVER received…. Not to mention that Google took our money and there seems to be no way to get refunded our install that was a few hundred dollars! Stay away from their horrible service.

Ordered google nest thermostat Nov 18. UPS declared it lost Dec 1st and approved claim but said I would need to reach out to google. Contacted google a total of 16 times over past 3 months. Everytime I was told I would hear back 24-48 hours of which I never did and had to follow up on my own. Finally on Feb 4th after constant follow ups, I received a refund.

I had a store credit provided following a promotion but it didn't work when I went to purchase further products.

I emailed support and they replied with - "We highly suggest you place your order without using the Google Store credits. Once you receive your order, kindly reply to this email directly so I can personally assist you in processing a refund request equivalent to the amount of your store credits."

I followed this instruction and now they're denying me the refund

I've been calling and emailing for 9 days and they continue to lie and say it's being reviewed.

I'm so disgusted and disappointed.

Never buying from Google store again.

I purchased a Nest Camera weatherproof cable from Google Store and it did not work. I was bounced back and forth between tech support and customer service. Each chat took way too long asking the same questions over and over again. All I wanted was a replacement cable. They sent me the wrong length and type of cable. Then they told me the warranty had expired on my original faulty cable. After complaining they then said they did not have the cable and basically said get lost. Very bad.
Order number
GS. 7021-5840-5786

I've had to contact Google Store support on several occasions, and for the most part it has been fine. But the most recent one via chat support was so atrocious that it's erased the positive memories I had of the first several. The issue surrounded a failed payment where the payment source indicated no issues on their end. These are the main points:

- Repeatedly asked me to repeat myself
- Refusal to perform deeper investigation into the issue
- Refused to explain recommended actions
- Recommended an action that made the issue worse
- Attempted to use the timeout function to end the chat interaction.
- Played the "a supervisor will contact in 24 hours" card
- Abruptly ended the chat

I really like Google products and will carry on purchasing them. What I will not do is buy them directly from the Google store. Their customer support is friendly but as useful as a chocolate tea pot. I am unsure if it is manned by some really low level bots or bunch of con artists. In future if I want a Google product I will buy them from Amazon or Curry's were at least I will be able to get a refund.

I ordered 5 wired next cams with installation. When the installer arrived he told me he could not wire the cameras, only mount them to an existing wired camera setup. This was false advertisement. When contacted Google told me that I would not be refunded and thanked me for my patronage.

I was too native to think ordering a new Pixel phone directly from Google was a good choice (like buying an iPhone from Apple). Well I was so wrong. I bought one after seeing availability then the next day I saw an updated message saying it will be delayed without any new date estimate given. So since it has not shipped I decided to cancel as I can buy it from local retailers right away. There was no cancel button. I had to call the customer service and the agent told me there was no cancellation after 60min past the order time. I explained that I was misled by the change in the shipping time and got the agent to speak to the supervisor. They came back to me saying they need to send messages to their supplier … 24 hours later (this is all during a week day), no update. Still waiting.

Google Store is nothing like Apple Store or Amazon. You can't cancel even if the product has not shipped. VERY slow and non responsive customer service (they actually can't do anything … just a messenger between customer and their e-commerce service provider)

Lesson. Never buy from Google directly even if you like their products.

When purchasing a new phone, the website suggesed that I would get $360 if my phone turned on and was not cracked. After turning in the phone, I only received $250.50 because they said the screen was damaged. The screen was NOT damaged when I sent it to them, and I packaged it with their box.

Since the launch of new pixel phone, I was considering buying one. Now that my old pixel screen stoped responding properly, I decided to go ahead and place an order for buying new one. I placed the order on 30th of December with the delivery date of 6 January. Now, new year happens and some holidays come, all was going well, I almost forgot my order, suddenly on 4-5 January my old phone screen completely stopped working. Initially I thought, its okay, as I would be receiving my new phone soon, but then I checked the order and its delivery progress, I got to know that the new delivery is 11th of January. This is unacceptable. Now, I am without any working phone stuck at home, couldn't go anywhere, couldn't call anyone.

I wish I had read these reviews before I ordered a phone from these clowns. But they have been informative and given me a way forward. A charge back on my credit card, it will cost them $ and their rating suffers. I am definitely going to stop doing anything that helps Google from now on.

I purchase 4 new Google Nest cameras and found that they don't work with the Nest App. I'm furious and will stay away from Google products.

I purchase a Pixel Pro 6 in November. It was finally to be delivered by Ontrac on 12/15. Well, it never came. After waiting forever, Ontrac finally notifies Google that the package is lost. Like others here, I get these horrible scripted responses that "Someone is working on it" and yet there is still no resolution. I re-ordered a phone and received in 2 days by Fedex. Google still hasn't issued a refund and I had to dispute the charges.

I purchased two pixel 2 pro 6 phone from Google. The phones are great. The customer service department is non-existent. I had a representative from that company customer service department lied to me via email in regards to a trade-in phone for store credit. It took 6 days to get that person on the phone. Another 4 days to get a supervisor to get everything straightened out. I sent the screenshot of the most ridiculous email I ever received and when I check with my bank they had no idea what these people were talking about. I learned the highway. The only thing Google's good for a web search and maps Do not purchase any electronics in this company.

The Google Store makes it really easy to buy but if what they send is defective or incorrect; the return process will have you ripping your hair out in frustration. The web site instructions are circular referring to non-existent links and instructions. Ultimately you have only one choice - chat. Be prepared to wait a really long time and then be connected to someone who only knows how to follow a script. The system is obviously designed to make you so frustrated that you give up trying to return anything. You can buy everything they sell some where else - I strongly advise you do.

Monopolistische behandeling, wij zijn google en wij doen dit! Schuilen achter protocollen, en eigenlijk word er iemand betaald om voor te lezen van de webpagina. Staat je vraag er niet tussen word er een "specialist ingeschakeld" waarvan de enige taak is om NEE te zeggen op elk verzoek. Waar ze je dan rustig een half uur op laten wachten. Zelfs een probleem als een missend huisnummer zoen ze niet sturen ze op. En je kunt bellen mailen wat je wil maar er word niks gedaan "want het staat toch goed". Maandenlang laten ze je wachten (half oktober besteld en half december nog niks ontvangen). Geen oplossing die word geboden behalve nog een keer betalen en bidden op je held retour wat gezien de levering (niet meer op voorraad) nog wel weer weken zal gaan duren. Wat een bedrijf het enige wat mij te boven schiet is de volgende quote "door klachten over service, verlenen wij geen service meer.

Voor Google (GS. 5360-4382-5989, **************, **************, **************)

Really awful experience - they have handling agents who can't actually do anything but relay messages to the back office, so you end up repeating the issue again and again and again. I had an order issue for 7 weeks, they kept suggesting things I should do - which I did each time - rather than fix it at their end. In the end they just gave up as they couldn't figure it out... still have an order with them that I will never see. Buy from a retailer, the store is to be avoided.