Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,672 total complaints in the last 3 years.
2,345 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/01/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They have told me that they can't me my account back that I have had for 10+ years because I don't have any Information about my original consol so they can't give it back I have verified the information 5 times and they say no everytime
Business Response
Date: 03/06/2024
Dear Sahara *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:03/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was denied a refund on xbox for the reason "Customers are eligible for a limited number of refunds per year, and you've reached your limit for this year." despite not having been issued a refund this year at all, so microsoft have committed fraud, i want my money back and i want additional compensation for the illegal behavior. immediately. i also have adhered to their stated refund policy, which does not state there is a limit to the number you can get per year. refund and compensation immediately.
Business Response
Date: 03/05/2024
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/05/2024

Complaint: 21369542

I am rejecting this response because: company claimed they would contact me and have not done so, bbb website wants me to accept a resolution in the case despite none having been attempted. i will not close out this case until they make matters right.
Sincerely,

*************************
Customer Answer
Date: 03/07/2024
company refused compensation, refunded order, refuses to do anything about the multiple illegal actions it took regarding this situation in the first place. i want to escalate this issue further.
Business Response
Date: 03/12/2024
Dear *************************,

Thank you for reaching out to us, we have checked the case and see that our agent was able to refund you ***** USD, Microsoft will now consider the case as resolved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/12/2024

Complaint: 21369542

I am rejecting this response because: business also promised me additional compensation and then has not granted that compensation. business is continuing to commit multiple felonies and i demand that someone higher up than the person i spoke to before contact me to actually give me the compensation that was promised.

Sincerely,

*************************
Initial Complaint
Date:03/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Refund promised.Purchased: April 2023 (second time purchasing the same product - same issue)Purchased from: Amazon - out of return of the product Still Under Warranty Contact Microsoft in September 2023 After their initial investigation, they indicated that they would send the money and couldn't replace it They stopped talking to me and never sent the money Contacted their complaint department who said that I had to contact Amazon, Amazon said it is manufacturer warranty for 1 year.Microsoft refused to support their faulty product.
Business Response
Date: 03/08/2024
Dear *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft keyboard. After reviewing your complaint and open service request (****************) we see that advocate *** reached out to you on March 8th to initiate a refund. Please work with *** toward a resolution. We will monitor the support case to ensure it progresses appropriately and in a timely manner.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/08/2024

Complaint: 21369492

I am rejecting this response because:
The letter from Jan indicates that she wants to refund GE and asks again for the serial number. Ge did not buy this I did. Also I habe sent the serial number several times
Additionally. The confusion could be due to the two keyboards purchased. One ge bought which was out of warranty. The other I purchased in April. I referenced both because they both had the same issue with the dongle this is a product defect that they need to address as well

li want the refund as mine is the one within the warranty sector

Sincerely,

*******************
Customer Answer
Date: 03/18/2024
The company NOW says, after 6 months, that I filled out the wrong form. After day one they should have noted that.

I REFUSE to accept this. The warranty is about ready to run out and they refused to help. Why should I accept the fact that the keyboard broke in September, after just getting it in April, with no resolution. Especially after they said they would pay me for the product.

BAD BAD Services.

Business Response
Date: 03/19/2024
Dear *******************,
Thank you for your response. We created SR ********** to have one of our Senior Devices Support Analysts reach out to you and work toward a resolution. After reviewing the case status we see that advocate ***** added credit (CSV) to your Microsoft Account as refund for the defective keyboard.
We believe that your issue is now resolved. Please let us know if we can be of further assistance.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/29/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
microsoft reward gives you points for doing searches on bing i had *****+ points i change them for a $25 ******* gift card ive recieve no email on this plus ********+ points i had left have been removed and the $1 i had i want my gift card and 6000 points back with the dollar i had earned
Customer Answer
Date: 03/06/2024
THIS MATTER HAS BEEN RESOLVED APPEAR SOMETHING WENT WRONG WITH THERE SYSTEM WHEN I CLICKED TO START THE REWARDS PROGRAM IT SWAPED ME TO A NEW ONE THEY HAVE PUT ME BACK ON MY ORIGINAL ACCOUNT THANKS FOR THE HELP
Initial Complaint
Date:02/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought the product Microsoft 365 which includes free support. I have been having and issue receiving certain emails to my account *********************************** I must have spent 20 hours in the last two weeks trying to fix the issue with Microsoft support. All of the support associates are lacking in their skills and will spend an hour asking questions before realizing they cannot help me and would keep transferring me from department to department with this series of events happening over and over again. Basically it seems they are inadequately trained or trained in the art of giving the customer the run around. They will not escalate my issue to someone at a higher level to resolve issue. They also indicate that the issue is not with their service even though logically it obviously is. To explain all of a sudden without doing anything on my part many of the companies that I daily receive emails from stopped. The answer they gave me the problem has to be with those individual companies and not their perfect mail program. That is not logical. Also numerous techs went into my computer to determine that the issue was not with any of my settings. All I want is this situation to be fixed.
Business Response
Date: 03/06/2024
Dear *********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/06/2024
Microsoft has indicated they contacted someone to address the issue and issued a new support number. Microsoft has indicated they will work with me to correct the issue. I will call support in a few days if the issues have not been resolved. I will report back here to give any updates. I consider this case still open until the email issues are resolved.
Customer Answer
Date: 03/07/2024

Complaint: 21367255

I am rejecting this response because: They sent me an email and said they won't be able to assist me. They did not try in anyway to resolve obvious malfunction with my email. Previous before notifying bbb I tried calling and texting the support which were very unhelpful.

Sincerely,

*********************************
Customer Answer
Date: 03/10/2024
As I indicated previously the person that was contacted to address the issue described emailed me indicating that they cannot assist me with the issue. They did not even contact me to directly try to fix it. This is consistent with the chat support that is given online which is totally useless. The people online do everything to avoid transfering you to someone who might be able to help and then when transfered you either get transfered to the wrong area or you get another person that was as useless as the first.
Additionally I was looking for a piece of mail that I knew I received on December 18 and I could not find it and I know I did not delete it. Then I decided to try to find out why. I started by searching to look at emails received by date. I know and could be proven that I was normally receiving 100 to 200 emails a day if not more. when I did a search for emails from 12/18 to 12/19 and hardly any emails came up in search. i noticed no emails on 12/19. then i did a search for emails for 12/19 and none were found. Obviously there is a problem on the server that no one is willing to address. The additional info I added is still part of complaint as it addresses email issue and the terrible support I am receiving.
Business Response
Date: 03/15/2024
Dear *********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/22/2024
I did respond by clicking this area indicated for more information. That email was on March 15. This case is not closed. They have someone in their tech department seeing hat is happening with my email that they cannot explain. They cannot believe anything is wrong with their email. They have their own forum to complain but they closed that thread because too many people were complaining about same situation about not receiving many emails and other emails getting deleted.
Business Response
Date: 05/15/2024
Dear *********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate **** has been working with you on this issue. Upon checking, we were able to confirm the case remains open and being worked on. Please keep collaborating with our agent towards a resolution.

We will keep monitoring your case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/29/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yesterday, I was trying to log into my Xbox account, and could not remember my password. I went online and tried to reset my password in order to log into my account, and received confirmation that my password had changed. However, after power cycling the Xbox console, I was still told my password was incorrect when logging in. So, I was told my password was changed, but it actually wasnt. To add insult to injury, I was not only not able to chat with a support representative, but had to spend about an extra hour of troubleshooting to get my password to reset a second time. Is this seriously the level of service that I am to expect for a platform for which I pay? If I cannot access the SaaS, then what am I paying for? Especially when I wasnt allowed to use the password I wanted.
Business Response
Date: 03/14/2024
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/14/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Excellent, thank you

Sincerely,

*************************
Initial Complaint
Date:02/29/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Trying forever to cancel this subscription but no cancel option is available in my account nor can i reach anyone via phone. Please cancel this subscription account ********************** ONLY live.katjafaithfulone_1It is disgusting that there is no way to cancel this service no matter how many times you try
Business Response
Date: 03/07/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Skype subscription. We have contacted a senior member of our Accounts & Billing Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
Upon reviewing the case we see that advocate *** is working with you. We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft has made unfair moves against fellow companies and the user base of Windows 10 and Windows 11. Microsoft has made it nearly impossible to ignore its web browser "Microsoft Edge" and has made repeated actions to make competing browsers harder to use and maintain use. The search bar baked into the Windows 10 and Windows 11 operating systems does not use your default web browser and on Windows 10 many users have installed programs to bypass this inconvenience (such as Edge Deflector). Microsoft is aware of this and has updated the operating system with the precautionary measures they used in making Windows 11 to make this simple tool useless while not giving an alternative. Furthermore, it is exceedingly difficult to remove the "Microsoft Edge" browser from your operating system without using third-party programs. Microsoft has made many consistent decisions to make these problems worse and is knowingly harming customers and competitors in doing so.
Business Response
Date: 03/04/2024
Dear *******************************,

Thank you for reaching out to Microsoft Corporation via the Better Business Bureau.
We appreciate your feedback regarding Microsoft Edge.

If you wish to remove Microsoft Edge, please follow these steps:

1) Open the Windows 10 Settings App (accessible via the gear icon on your Start Menu).
2) Navigate to Accounts and select Sign-in options.
3) In the Privacy section at the bottom of the page, disable the setting that reads: Use my sign-in info to automatically finish setting up my device after an update or restart.
We apologize for any inconvenience youve experienced, and we value your input as we continually improve our products.

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:02/29/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I lost access to my Minecraft account due to a migration period and was unable to migrate my account at the time due to previously not having access to my old email account back in 2022. I made my account back before 2014 when it was not owned by Microsoft. I have tried to get it back buy talking to customer support but have been told that they cannot help me. I am wondering what legal recourse I can do to get back my account or username "********". I did not get any emails notifying of a change despite claims that I was sent notifications(my old email log goes back to 2017). I also was failed to get further assistance when migration was attempted without access to my previous email at the time of attempted migration.
Business Response
Date: 03/06/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/07/2024

Complaint: 21363584
I appreciate looking into this response however
I am rejecting this response because:
Ultimately, I did not get any resolution that would compensate my loss. (Whether it be reopening migration, allow for username to be re-purchased, or a refund of the game or replacement copy).

Sincerely,

***********************
Business Response
Date: 03/14/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********,we were able to confirm this case has been closed as our agent attached the links to Mojang Support articles that state it is no longer possible to migrate unmigrated accounts or make the move and Minecraft Support will no longer assist with account-related questions. We understand this isnt the resolution you had hoped for, but we stand by our advocates resolution as theres no further assistance we can provide.

Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/14/2024

Complaint: 21363584

I am rejecting this response because:
I hope you understand that because of this I no longer trust Microsoft as a company due to this action as well as among other things including: Failure to uphold services for a bought product while still in business, failure to provide reasonable compensation or recovery for loss of product and/or data, failure of notification of change through email, letter or call, dishonest attempts to force users to repurchase already owned software by making migration ****** difficult, failure to provide alternative to Microsoft account with it's data tracking (including that of children which violates COPPA), deceptive acts of false ownership(the "buy now" and ownership of a license, lack of "10 year subscription" in Minecraft advertising).
I have asked for fairly simple solutions to this issue from most to least difficult. Reinstate account, migrate account, allow for account to be repurchased, new license or reimbursement over a game worth less than $50. I have asked for some semblance of my account back even at the cost of paying more just to get my data back. I am disappointed at the lack of time given to allow people to transfer over after announcing the deletion of Minecraft Mojang accounts. The fact that I have yet to be sent to someone who actually has the capability to help me and being continuously denied at every turn.

If you ever decide to actually assist me let me know otherwise I will be avoiding using Microsoft in the future.
Sincerely,

***********************
Initial Complaint
Date:02/28/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Case# **********.Since February 14th, I have been in contact with Microsoft regarding a package that went missing while in transit with **** The package contained a tablet that I was returning as part of a warranty claim. *** opened a case, and it was quickly determined that the package was lost. The last correspondence I received from Microsoft was a verbal conversation, in which they stated that they would provide me with an update within 72 business hours. ******** the deadline has passed, and upon calling Microsoft, I was informed that there is still no update.*** has stated that they are waiting for paperwork to be returned from Microsoft so that they can pay Microsoft for the value of the lost package. As Microsoft paid for the shipping, Microsoft would, in turn, pay me for the lost package. ******** Microsoft has had the paperwork from *** for 10 days now. I need my device for business purposes, and waiting one week at a time for little to no action on Microsoft's part is not feasible. As a result of this issue, I have had to pay out of pocket for expenses to continue working, which is a hardship for my start-up business. In addition to a significant decrease in working efficiency, causing a surmountable additional effort on my part to complete tasks. I either need the device replaced, along with the extended warranty that I had on it, or a full refund so that I can replace the device and continue business as usual. I do not have $2,000 to spare for an expense that I should not have to bear due to the poor customer service process of a multi-trillion-dollar company.Attached is my email correspondence with the customer service rep. ******** it does not include the verbal communications.
Customer Answer
Date: 03/01/2024
Please cancel complaint. Issue has been resolved with the company.
Business Response
Date: 03/05/2024
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have seen you have been contacted by a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution.Your case number is **********. In case you need further assistance, you can contact our agent by replying to his last email, in case a resolution has not been provided yet please do not hesitate to contact us.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************

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