Google Store

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 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.

Trust all the reviews here and never buy anything from Google Store... They have an awful customer service. Zero customer satisfaction and noone cares to maintain loyal customers.
Especially never pre-order a product from Google. Wait for other retailers to order, you will get the best deal and customer service for sure. I wish I bought my phone from amazon or BestBuy.
As a loyal Google and Android user, I have to credit Apple for their customer service and satisfaction. It is not comparable at all...
Once again, do not pre-order anything from Google, you will be very disappointed once you see they drop the price drastically next month [even for the brand new flagship device] and will not honor you for any price match... Just wait for the other trusted retailers...

If I could give 0 stars... Totally miserable experience - made a big mistake by buying Pixel Pro from there, didn't get any of the advertised promotions, and customer service was useless... Waste of time and money.

We bought a google nest thermostat (pro), and had it in a box for a couple of months before opening (we had been planning ahead for a new HVAC). Once opened, the device did not work (heats the house, but device constantly rebooting and display off). There is no customer service line, or way to return the product. Or more specifically, you can write online a request and 'they will call you back'. The never do (no record on our mobile), but the answer after a few weeks that they did and could not reach us (without leaving any message of course). This has been going on for months... they basically are just giving us the run around.

My reason for purchasing this phone has to do with Google's safety features and the lower price of it. It costs around half of the price of other premium phones but it works, for me, better than any other Android phone I have ever owned. It may not have the flashy name or some "effects" that other premium phones have but I don't need those. I buy a phone mostly because I need it to work, not as a replacement for a music player or a video camera or a camera.

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.

Took plus 2 weeks from when they said it would be here for nest hardware... Arrived damaged in an undamaged box took 3 weeks for an RMA and that money is never been refunded to me and it's been 2 weeks. Got an email that it'll be another 14 days after complaining. In perpetual wait and non helpful customer service reps that do absolutely nothing but waste your time. The worst!

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.

In January 2023 I noticed a $900.00 + charge on my visa linked to Google that have several app subscriptions I pay for. So I reported this charge to the credit card company as a unauthorized transaction. The credit card company closed that card and issued me a new one. Google suspended my account, can't purchase anything unless I have visa reverse the charge back amount. They want me to pay for the fraudulent charge on Google Store which I have never used or was even aware of till now Apparently there security sucks! Never ever purchase anything thru them, there willing to loose customer's just like they lost me. Iphone here I come

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

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.

Ordered google wifi, on 6/17- order was delayed. Reached out to the "support" and 8 days later they are still telling me it will take another 24-48 hours for the specialists to look at it. They wont deliver my order and wont cancel it either...

I've been trying to buy a pixel phone for years, no bs. No matter what I do, either they never have the phone or it just won't complete the purchase or its saying there's a issue or error. The worst experience ever. And I can't go into a store because it's not unlocked and you have to have a plan, instead of me just buying it out right. I don't know how you make money off these phones if you could never get one. Get it together google, I don't have any issues with my iPhone or buying one, not ever.

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.

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.

Ordered phone from Google store and paid for expedited shipping. UPS delivers phone to the wrong address, they delivered it to Amazon's warehouse, not my house. I opened a case and was told by Google support that a replacement phone will be sent out expedited. Now 3 days later, I get an email that the replacement phone is shipping... by ground. I will get a replacement phone on July 20,9 days from my original order. Just order from Amazon instead of Google store.

Hope people look at the reviews before getting anything from Google store. Seems like they was great to buy from at one point but that changed for the absolute worse! I purchased a phone on the 21st of Feb and got a email next day that shipping label was created and I thought awesome! Promise date to arrive on the 28th.Sadly that was all I got and weeks later it was saying awaiting carrier pickup. A month goes bye going back and forth with customer service and no help. Customer service had to ask questions to a specialist is what they say and always feels like their beating around the bush on everything! It almost feels like your working with a scammy company and I thought buying from big google would be smart but wow never again. Save yourself the headaches and don't give them your money

I purchased 2 google 6 pro phones but we did not like them. Started a return and has now been 1 month and no refund in account. I would not recomend shopping with this store. They returned the money for 1 phone but still waiting on the second phone. Worst service. Stay away

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.