Business Profile

Computer Software Developers

Microsoft

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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

5,391 total complaints in the last 3 years.
2,155 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:10/02/2023
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.
Microsoft edge browser was promoting 2% cash back for purchase made on ************* and Ashford.com. I made total 3 purchases using Microsoft cashback feature. I don't see cashback added to my purchase list for 2 of my purchases and when contacted customer service, they closed the ticket 3 times without resolving the issue or providing additional information. I have already provided all the proof, order # to Microsoft but no response.Ticket#1: *********** Ticket#2: ********** Ticket#3: *********** Ticket#4: ***********
Business Response
Date: 10/09/2023
Hi *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft cashback request program.
We understand you and are sorry to hear that.
We recommend you creating a support ticket for further assistance with the Microsoft Rewards team, so they can investigate further.
Please sign in with your Microsoft Rewards account at : ********************************
Copy and paste it on your browser and provide more information and describe your issue and you will get assistance after submitting the claim.
.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/09/2023

Complaint: 20688565

I am rejecting this response because support tickets were created 4 times but they was no action or proper response from Microsoft. All 4 ticket number are included in original message.

Sincerely,

*************************
Business Response
Date: 10/16/2023

Hi ************************* ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft cashback request program.
We understand you and are sorry to hear that.
We found this previous service request ********** and we suggest you get in touch with the person who is handling your case for further updates.
In case you do not receive help,feel free to contact us back to create a new ticket to look into it further.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/02/2023
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.
I made an online purchase for a laptop with accidental coverage on the Microsoft Store on 9/27 and paid extra for shipping cost for the item to arrive by 9/29. I received an email on 9/28 that indicated the item had been shipped via ***** and the tracking number was ************. The item did not arrive and I called 4 days after the expected delivery of the item (Oct 2). I was told me that the purchase did not leave the "shipping dock" even though my credit card was billed. The ***** tracking number indicated that the order was waiting to be picked up from Microsoft store. Rather than correcting the issue, they told me that I would have to call my credit card company to place a fraudulent claim on my purchase and that they would create a new order and rebill my credit card before they could ship the item. This seems to be a fraudulent practice on behalf of Microsoft. I understand that errors can happen with shipping but they should have corrected shipping issue to deliver the purchased product to the customer. I asked ******************** to cancel my order but they did not refund the full amount that was charged to my credit card. The below receipts show that a deficiency of $16.99 the cost of the shipping.
Business Response
Date: 10/10/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Purchase Order. 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: 10/21/2023
I reviewed my credit card information and Microsoft did not in fact refund the money as claimed. My credit card account was only credited $299 of the $1,378.48 that they owe me even though they emailed me a claim receipt of the refund. This is complete fraudulent practice.

Business Response
Date: 11/01/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface order 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
Initial Complaint
Date:10/02/2023
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.
On 9/28, Windows notified me it was downloading and installing updates after I selected the shutdown option. I figured that, even so, it shouldn't be an issue since it's a soft shutdown, which didn't turn out to be the case. On 9/29, I receive what's known as the blue screen of death after I log into my computer. Tried to repair with system tools (safe mode, system repair, system restore), but nothing worked and the pc actually got worse, to the point that the blue screen of death occurs before the login option. 10/2 I attempted to contact Microsoft via phone at **************. After selecting that I was a home user calling for Windows ******************************************** to go to their online support site for assistance, then was hung up on. Online support isn't helpful and can't locate option for human contact. Tried phone again and was automatically redirected to the "Go online" message as soon as the call started. Tried alt number **************, but the same scenario repeated. Unable to contact anyone or receive any solution.
Business Response
Date: 10/09/2023
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
Initial Complaint
Date:10/02/2023
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 purchased one of their products, x box series s ,and it was very defective, first then : is the game is slow to load games,the games memory and space that was advertised is false , it has blurry graphics and sluggish gameplay, etc, purchased premium membership and never got none of the benefits of that membership, this was a false advertising fail for this POS company bill.gates need to be slapped so had and kicked out of American I hate that guy with a passion , I want a refund before I go to small claims court for this little ******** that they got going on...I need this issue resolved with a refund .ASAP
Business Response
Date: 10/10/2023
Dear Caudahy Hall,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices 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:10/02/2023
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.
Microsoft has refused to confirm my identity and restore my account on multiple occasions, yet like clockwork the company withdraws $10.81 from my bank account via PayPal every month for a 365 subscription that I cannot access.There is no customer support available, though allegedly that might be obtained if I could access my account.And I can only cancel the subscription if I can access my account.Which I can't.So instead I am being robbed by an unacountable, inaccessible corporation every month of money that I need for a "service" I can't use.
Business Response
Date: 10/09/2023
Hi *****

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft subscription cancellation request.
We understand you and are sorry to hear that.
We reviewed further the account ************************ and did not find any order in the last 12 months neither an active subscription.
Would you be so kind to indicate the Microsoft account in which you have the active subscription?
Once you indicate it, we will look it up to cancel it.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/11/2023
Hello,
The account in question is an outlook account that I cannot recover, even though I have tried several times. I am also not 100% certain what account the subscription is attached to.
For example I may have gotten it through one of my previous schools, though I checked the email account for my last school and didn't find any related email.
Is there any way that the Microsoft csr can look it up by my debit card number?
Thank you for your help,
***************************

Customer Answer
Date: 10/18/2023
Hello,
I did not respond to Microsoft to indicate whether I accepted the resolution or not because I had used this function (additional information related to the complaint) to submit a question to you.
I was under the impression that I might hold off on my response to Microsoft in the BBB website until I had an answer to the question.
I will try to figure out my next steps.
Thank you for your time,
***************************

Business Response
Date: 10/27/2023

Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft charge concern.
We understand you and are sorry to hear that.

You can submit a case for investigation from your account and provide the requested information, so that can be reviewed further.
Please follow these steps.

Investigate a charge from Microsoft on any card you own.
If there's a charge from Microsoft on your bank or credit card statement that you do not recognize, we now offer a way for you to try and identify who made the purchase.
1. To get started, sign in and go to Manage your payments.
2. Next to Dont recognize a charge on your bank statement?, select Investigate.
3. If you already have the card added to your account, choose it from the dropdown list. If the card is not listed, select Add a credit or debit card and follow the instructions to add the card to your account.
4. Enter the card's security details and select Submit.
5. Select the arrow next to the charge being queried to show detailed information. (Note: Only charges made in the Microsoft Store within the last 60 days will be shown).
6. Look at the Microsoft account used information.

In case you need further assistance, feel free to visit Microsoft.com for support.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/02/2023

Complaint: 20685554

I am rejecting this response because as noted in the complaint I cannot access my account. I am licked out of my account. All attempts I have made to access my account have been rejected by Microsoft.

Sincerely,

***************************
Business Response
Date: 11/09/2023

Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft charge concern and access issues.

We understand you and are sorry to hear that.
We recommend you follow this article and follow the instruction, so you can attempt to recover the account

How to Reset & Recover Microsoft Account - ******************** Community
***********************************************************************************************************************************************************
Copy and paste it on your browser.

We hope that can be useful for you.
If you need further support in the future, feel free to visit Microsoft.com to get help.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/17/2023

Complaint: 20685554

I am rejecting this response because:
It appears that the sane customer service bot must provide the same non-answer over and over again in an endless loop, kind of like trying to recover an account.
I have tried to access a locked account multiple times by filling out the form.
Every time I have been denied in spite of answering all questions.
I don't believe an actual human being at Microsoft had addressed this complaint.

Sincerely,

***************************
Business Response
Date: 11/28/2023

Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft charge concern and access issues.

We understand you and are sorry to hear that.
We recommend you follow this article and follow the instruction, so you can attempt to recover the account

How to Reset & Recover Microsoft Account - ******************** Community
***********************************************************************************************************************************************************
Copy and paste it on your browser.

We hope that can be useful for you.
If you need further support in the future, feel free to visit Microsoft.com to get help.
Sincerely,
Microsoft Corpora
Initial Complaint
Date:10/02/2023
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.
My Microsoft account has expired. I have tried several times to get this service renewed, but the website made it impossible to login to my account. I created a NEW account using one of my work emails, and made my purchase. The site was so slow moving, that when I finally made the purchase, I received 2-3 different confirmation emails with different confirmation numbers. I have spent the past 90 minutes attempting to speak with someone about getting a refund for the extra accounts, but getting a person on the phone is apparently impossible and the automated system does not understand what I'm seeking help with.
Business Response
Date: 10/06/2023
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
Initial Complaint
Date:10/02/2023
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.
I have forgotten my password. I am trying to reset it but due to not having the phone I had years ago it says I have to wait 30 days. I can not stay signed out of my xbox or other things for 30 days. I need to talk to someone who can help me with my issue. I try to call and I either get hung up on or speak to people who have no idea what is going on
Customer Answer
Date: 10/02/2023
Please cancel complaint
Initial Complaint
Date:10/02/2023
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 had a Microsoft Surface Go which was not working properly. I decided to pay the $400+ for an after warranty replacement. The Surface Go 2 I was sent as a replacement (after I mailed in my failed device) was not as I expected (my fault, I didn't properly read the specs).I decided to return the Go 2, and was refunded the appropriate amount.I have now asked the Microsoft return my original broken device, and have been told that the "no returns" policy had been explained to me, and that they are keeping my original Go.I made the following points to customer service, and they still refuse to return my original, broken Go."I'm not sure I understand the principle for the policy. I bought and paid for an item from Microsoft; I returned that item and was refunded for it. OUTSIDE of that transaction, Microsoft gained possession of my old device...they are by far the winner in this scenario. As the customer who has sent in a malfunctioning device which was not examined or repaired... In the current situation, Microsoft can refurbish my device and profit from an item they do not own."And "... this is the first time I have ever sent something in for a repair to a company, and they kept it. It's very strange."(File #**********)I hope you can help.******,*************************,
Business Response
Date: 10/06/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface Go 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: 10/11/2023
Thank you very much for the follow up.In regard to the response from Microsoft, there is no stipulation as to how long it will be before I am contacted, nor what the actual solution will be. I am a little skeptical that this is a delay tactic and they will end up doubling down on their position.
Thoughts?

Cheers,

*************************,
************
Business Response
Date: 10/18/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we have investigated the case **********,we see that our customer support agent contacted your regarding the surface device, unfortunately the original device was no longer available, however a refund for the repair fee was placed. Microsoft will consider this case as closed and no longer will be responding.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/02/2023
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.
The Xbox One X retimer chip is a now widely known and common manufacturing defect issue that occurs a short period later with these systems. I am seeking partial compensation for this product that should have been recalled from the market I am now stuck with considerting a costly repair. I am only seeking a small fraction in compensation considering the total amount of mopney I am out with microsoft over the last 20 years in totality across several pieces of hardware/software - run into the four figures. I am only brininging all of this to attention just now - minus a previoud $10 dispute over a cheap digital game issue. The $150 is what I expect to icur for seeking out a third party repair service.
Business Response
Date: 10/06/2023
Hi *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your points Xbox One X and compensation request.
We understand you and are sorry to hear that.
Unfortunately, we cannot compensate it as per a request, however if your device is under warranty, you can send it for inspected by our respective Hardware Team. If the Xbox cannot be repaired, you will receive a replacement instead.
Please follow this link for further information
Getting your Xbox device serviced | ********************** Support
For future issues, feel free to visit Microsoft.com to get assistance.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/07/2023

Complaint: 20683072

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:10/01/2023
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 was prompted to change my email to outlook from microsoft mail. It had me transfer my ****** mail account and now I am receiving spam and unwanted ad emails. It said the upgrade was 100% free. It did not say they were selling my email address and forcing me to receive ads I do not want.
Business Response
Date: 10/06/2023
Hi ***************************,

Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel.You must visit ******************************************************** call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.

Sincerely,

Microsoft Corporation.

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Microsoft is NOT a BBB Accredited Business.