Google Store

Purchases a fit bit charge 6 as a gift for my mother on Christmas. My mother didn't like the gold color and wants to return for Silver. Google says need to return and they will refund me. That's great however price went up $60 so would have to either get the refund and wait for a sale again or pay the extra $60 for the Same product. Horrible experience when receiving a gift from someone to basically be stuck with color you dont want or have to pay out of pocket for the same item. Why not just exchange for the same exact item?

We purchased a Google Pixel 7a from the Google Store. 5 months later service was blocked because someone had reported it stolen or missing a few days after it was shipped to us. I have spent hours and hours with the service department and with our provider to try to resolve the issue only to discover that the only possibility is that someone in the google warehouse must have reported the phone missing so it got put on the "blacklist".
Google insists that they did nothing to cause my phone to be put on the blacklist and that the problem must be with my provider. The fact is that only Google can correct this error and they insist that it is not their fault. The only other option is that they sold and sent me a stolen phone - to which they insist is impossible.
So I am stuck with a phone that i cannot use as a phone, and honestly I don't need a $450 camera or game device.
I am sick and tired of trying to correct this so I am going to make sure that anyone who plans to buy from the Google Store is aware of their incompetence and unwillingness to do the right thing.
DO NOT BUY DIRECTLY FROM GOOGLE STORE!

Ordering through the Google Store presented some challenges. In preparation to purchase our Pixel 8 phones, my husband and I were informed that the items were in stock and available for in-store pick up upon online payment. To avoid any potential shipping issues, we planned to personally pick up the phones, even though it meant a four-hour drive plus associated costs. When we inquired about the availability of colors at the Brooklyn, NY store, we encountered difficulty due to the lack of a contact number and unhelpful customer service. Ultimately, we decided to ship the phones instead. Despite some delays in the shipping process, my husband's phone eventually shipped but mine continued to be postponed. This led to my decision to cancel the order and make the purchase through Amazon.

I bought a pixel watch and the glass back disengaged. I've come to depend on it and expected delays, cost and inconveniece. But Google was responsive and offered to send me a replacement immediately. I could return my watch afterward. Great, except a family member tucked the return package in our mailbox instead of getting a tracking return. I gave up. No reason to expect that it would ever reach Google and I was charged for not returning it. Today, against all odds and way past the deadline, it appeared and Google immediately reimbursed me.
Some things break. But responsive, timely support goes a long way to making it manageable.

I have ordered a mobile using google store and i was updated packet was delivered but not.When i call the UPS they are not responding at all and Google store support team is saying they will start enquire about and it will take 48 hours to couple of weeks.

Please dont ever dare to go google products.

Bought a Google Watch just under a year ago, happy with the product. Back came off (typical issue from searching Google forums) so sent off for an RMA.

Literally 1 month after the product was received by Google (DHL confirmed delivery), no adequate comms or tracking number for a replacement. After-sales service actually horrific. Numerous attempts at talking to the support team via chat (they don't have any external place you can go to that oversees their ecommerce operations) are all answered by "We'll escalate this for you and get back to you" followed by no comms.

The lack of tracking, accountability or willingness to provide any dates is an absolutely horrible consumer experience. As far as I'm concerned, Google have taken a faulty product and are refusing to supply a replacement. Next steps likely legal.

Made an replacement order for a pixel phone. The order system didn't even ask for my address and applied the address in my profile by default. Minutes after I noticed that the shipping address is incorrect, I called, chat and emailed customer service about the change in address. On Amazon, this can be done with a few clicks. On Google, the cs person referred me to specialists after specialists where nobody was able to just take my new address and plug it in. Of course a few days later, nobody bothered to follow up with he change of address and the item was delivered to the wrong address. After reporting this to customer service, their response was for me to retrieve the item from the address which I no longer had access to. This is completely unacceptable because Google was slow to response a very simple change of address request, and is irresponsible to fixing their mistake by making their customer fix the problem.

Bought a new phone from google with trading-in my old phone. Followed instructions to the letter including factory resetting the old phone. Google sent an email that the phone was not factory rest and they reduced amount of credit by $200. I called to complain saying that I reset it myself and my wife saw me doing it. They said they will investigate. After their "investigation" they send me email saying that they can only offer me a courtesy credit of $50 which I refused and I filed a complaint with BBB. I will never buy anything from google again.

In May 2024, the site stated, "Get Pixel 8a for as low as $0 with eligible trade-in, plus get $100 in Google Store credit with your purchase." "Get $100 Google Store credit when you buy Pixel 8a. Customers will receive an email notifying them that the Google Store credit is added to their account within 24 hours after the entire order ships." The order was delivered May 14. On May 18, no credit appeared on the account and support staff said it would take 24-48 hours to research.

I will absolutely never buy anything from Google again. They give you a ridiculous two week window to install their crappy products to find they don't work properly. Then you have to spend an hour arguing with three different people to finally get a return authorization. Who has an hour to spend trying to get a simple return? Insanity!

I wanted to order some buds pro on the Google store. They did not give me an option for the color I wanted for a gift so I chose another color. Thinking I could exchange it. Wrong. They kept telling me that there's nothing wrong with the order and couldn't exchange an unopened/unused item. I stated that you never gave me an option to select the out of stock color and wait for a backorder. I could have printed out a receipt stating it was on back order. The only solution is that I return the item and get the credit. Then repurchase the item at full price. How is it that a billion dollar company get it so wrong in the customer service end. Extremely unhappy.

I purchased the Google Nest Learning Thermostat (3rd Gen) and unfortunately it is not 100% compatible with my furnace, even though I went through Googles compatibility checker. My furnace is a variable speed and this thermostat operates the furnace on the highest speed only. This is not good as the air in the house heats up too quick shutting off the furnace leaving floor et cold and furnace starting and stopping too often. Unfortunately for me "money not well spent) will need to purchase another thermostat.

Note: All other functions operate as intended.

Most miserable experience EVER! I have always loved google products and used them but this is making me reconsider. I bought the new pixel 8 pro, the pixel watch and the pixel buds. I got an email right afterward from google telling me the buds were on sale. So I called google and asked if they could adjust the price instead of me sending them back and ordering a new pair at the sale price saving them the shipping costs. NOPE! Refused to do it. So I returned the buds and ordered another pair. Buds cost $199 and they for some reason only refunded me $159. I have spend 2 months, hours on the phone emailing, chatting trying to get back my $50 with tax. They acknowledge they received the return and can't supposedly figure out why it isn't refunded properly. THIS IS YOUR TOP TECHNOLOGY COMPANY! Honestly the most ridiculous thing ever. I do NOT recommend purchasing ANY google product from the Google Store EVER!

I bought a phone that came with a bundle offer.free pixel watch 2! I used the watch (wasn't good at all), the phone was ok, but was not compatible with things I used most often and thus needed to return it. Initiated a return through Google rep. Gave them my order number... received an RMA.all was good. I packaged everything into one box...JUST as I had received. They received my item (confirmed by tracker)...refunded my phone... charged me the pixel watch 2 cost!

After SEVERAL back and-forth correspondence - they acknowledged that they never received the pixel watch 2...which I find hard to believe! How do you NOT see a SECOND BOX PACKAGED TOGETHER IN ONE BOX!

Quite evident whoever opened it was extremely clumsy, and lost the watch or it was stolen!

I've bought 2 phones from them and traded in 2 phones (all working just fine when I shipped them). First, I traded in was a Pixel 6 Pro with 256 memory, which they told me $325 trade-in, then only gave me $215. The second was a pixel 7 with 125 memory, which they told me was worth $250 trade-in, but they ended up sending the phone back to me with a note saying it wasn't on their list of eligible phones (excuse me, why didn't they tell me that when I put all of the info in for the trade-in when I bought the new phone?!). And you mean they buy back the Pixel 6, but don't buy back the Pixel 7, which is newer (the phone was barely a year old)? What kind of nonsense is that?

I will never buy another phone from the Google store, and you shouldn't either. They are apparently scamming people to get out of paying what they say the old phones are worth.

BUYER BEWARE, and run the other way!

Takes days for then to respond to each reply you send and just keeps saying walk escalate it with no use. Will never shop again. Even secret sprucing a replacement device they still haven't shipped it.

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

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.

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.