Business Profile

Computer Software Developers

Microsoft

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

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

Customer Complaints Summary

5,357 total complaints in the last 3 years.
2,132 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:09/15/2023
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 sent in a controller for repair, and when I received the controller the issue that I sent it in for was not fixed. When I tried to submit another service request it now makes me pay $44, and its just for replacement accessories such as the d-pad and paddles but not an actual fix to my problem. It also says I still have months left on my warranty. I was speaking to an employee over the phone who said they would help me out, only to hang up on me and never call back, probably because the call center was going to close in 15 minutes and after that I could not get in touch with anyone else.
Business Response
Date: 09/20/2023
Dear **********************************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox controller. 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:09/15/2023
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.
Every time when I either start windows or get back from sleeping status, this Xbox advertisement appear in my terminal screen. I have tried to get rid of this display by any means in the setting of Edge browser, but it was unsuccessful. Please let me know how I can fix it. Thank you very much.
Business Response
Date: 09/20/2023
Dear ***********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the Xbox advertisement that appears on your computer screen when you start Windows.
We are unable to or locate a service request associated with the information provided in your claim. If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.
If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/20/2023

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,

***********
Initial Complaint
Date:09/15/2023
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 recently reached out to Microsoft about getting my gaming controller fixed due to some issues I was experiencing with it. I was told my option was to get a refurbished controller for $80 in which they would ship it to me since my original warranty on my controller had expired. A week later I received the controller and immediately recognized some of the buttons were not working and was going to be unusable. After reaching out to them again, I asked if I could get a refund and send them back the refurbished controller since it was not working when it arrived, and was told they would need to do an investigation. I have not heard anything back and have become confused as to why a simple refund can not occur since the controller does not work. A refurbished product is supposed to still be able to work, and since it is not properly functioning I just want to give the controller back/get my money back.
Business Response
Date: 09/20/2023
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox controller exchange. After reviewing your complaint and recent service request ***********) we see that advocate ****** sent you a shipping label on September 19th. We will monitor this support case through resolution.
Please let us know if we can be of further assistance.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/15/2023
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.
On August 9th 2023 I ordered a microsoft surface tablet/computer, a keyboard, a Microsoft program bundle, and a 2 year protection program. I received the program bundle and a confirmation of the protection. The computer and the keyboard I never received. this was about $1400 of my total $1700 order. I emailed them numerous times and have tried to navigate their website and it's almost impossible to get incontact with the correct department to resolve this matter. only once was I able to get in contact with one person or A.I. I couldn't tell who I was chatting with. they said they were going to look into the matter and that they would get back to me within 5 business days. it's been over 2 and a half weeks since and no response or update. I had made this purchase so that I would have a compact computer on my trip to Europe for a month. I needed this to make keeping my trip organized alot easier. instead I have had to do everything from My phone which I was trying to avoid. I have sent numerous emails and not one response since the first one. their customer support phone numbers are only for store support, technical support or product support. they do not have a single line or email for orders not received. I will attach screen shots of my emails and receipt of purchase.
Business Response
Date: 09/19/2023
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: 09/20/2023
they had to respond only when I messaged BBB.
and finally. only partial refund. I purchased 4 items in a bundle.
computer, key board, Microsoft program bundle, and product protection. immediately after I contacted BBB I received refund. only to realize it was only the computer. I had to write to them specifically saying item by item to return. Like I don't need a keyboard or any other product. I would like full refund.
the only product I did receive was the program bundle. but unless they send me a return lable I am not able to do so. and I am still out of the country so I won't be able to return for a couple more weeks.
Customer Answer
Date: 09/20/2023
they had to respond only when I messaged BBB.
and finally. only partial refund. I purchased 4 items in a bundle.
computer, key board, Microsoft program bundle, and product protection. immediately after I contacted BBB I received refund. only to realize it was only the computer. I had to write to them specifically saying item by item to return. Like I don't need a keyboard or any other product. I would like full refund.
the only product I did receive was the program bundle. but unless they send me a return lable I am not able to do so. and I am still out of the country so I won't be able to return for a couple more weeks.
Customer Answer
Date: 09/28/2023
They Finally refunded me 3 of the 4 items. the last item I understand can't be refunded until I return the program box. I have asked them numerous times to send me a return label because I'm not paying for shipping. I have told them to send me a shipping label to my email address and I will return it. I would like my refund. it's been almost a month long process and an inconvenience for me to do from an international country especially since I am in remote areas with little or no service. For example I'm in the italian mountains trying to spend time with family and I have to take time to get this resolved.
Customer Answer
Date: 10/05/2023
I'm still waiting on the refund and the return label for this program.
Initial Complaint
Date:09/15/2023
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.
The support department of Microsoft's Mojang subsidiary is entirely ignoring my request for the full remove of my minecraft profile & the data connected to it.They asked for the information of my account's origin, I provided it, and they began ignoring my email when prior they had swift response times.
Business Response
Date: 09/19/2023
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We have contacted a senior member 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:09/15/2023
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 acquired Windows 11 Pro on November 10th, 2022, at a cost of approximately $112, and everything functioned perfectly until around August 16, 2023.However, due to the issue I've encountered, my activation code for the Windows 11 Pro license is no longer valid, effectively rendering the product I purchased unusable. Nowhere in Microsoft's documentation have I seen any indication that they can invalidate your activation code or license without justifiable cause.I reached out to customer support and granted them access to my PC to troubleshoot the error. They managed to activate Windows 11 Home Edition, but it lacks the features and capabilities of Windows 11 Pro, not to mention there is a price disparity between the two versions.Customer support informed me that they attempted to secure a new activation code but were denied by another department within Microsoft. Subsequently, they conveyed their unwillingness to provide further troubleshooting, issue a refund, or furnish a new activation code. They advised me to purchase a new copy of Windows 11 Pro at its full price.For reference, my Order Number for the Windows 11 Pro purchase from the Microsoft Store is #**********.The case number for my interaction with Microsoft Support is: **********, and I possess a complete transcript of our email correspondence if needed.
Business Response
Date: 09/19/2023
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
Customer Answer
Date: 09/21/2023

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. The issue has been resolved in full.

Sincerely,

*******************************
Initial Complaint
Date:09/14/2023
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 has a rewards system that you can redeem points for subscriptions, gift cards etc. I have been attempting to purchase xbox game pass 1 month sub with my points for a month now. On my xbox it exits the app and goes back to dashboard upon trying. I contacted into their support to gather help and recieved the same copy and pasted reply back asking me to try the same steps i clearly laid out i already tried on the inquiry . I have had it and can no longer deal with the disrepect from a company i have put ****s of hours and dollars on their systems and products. ******* in mention is named ***** . Ticket numbers are ********** ||| **********
Business Response
Date: 09/19/2023

Hi ***********************
Thank you for contacting Microsoft Corporation via the Better Business Bureau,regarding Microsoft redemption issues with your points.

We have contacted directly the Microsoft Rewards team to get a response from them.

We will be reaching you out directly by email or once they respond to our request, we will let you know.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/19/2023

Complaint: 20608518

Looking forward to hearing from you

Sincerely,

***********************
Customer Answer
Date: 09/21/2023
I have ***** points in microsoft rewards. There is an item in the store of xbox game pass ultimate for 10500. I have been attempting to redeem this for a very long time. It does not work. I want someone to purchase this on my behalf as it does not work for me or fix the redemption issue so i can redeem the item myself.
Business Response
Date: 09/25/2023
Hi ***********************
Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding Microsoft redemption issues with your points.

We have contacted directly the Microsoft Rewards team, and they are investigating the issue.

Once we receive the outcome of your case, we will let you know.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/14/2023
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.
Transaction Date: 8/2/2024 Purchased a game through Microsoft xbox and was charged $42.39. Order# ********** The amount was taken from bank account and game appeared in list of purchased games but every time we tried to play game it provided a message it wasn't purchased. After a few weeks of looking for the information on how to request a refund, we searched for a phone # to reach Microsoft. Neither is easily accessible. Found phone # and placed call to MS on 9/9/2023. A ***** ********* walked me through process of submitting for refund & advised 2-3 days for processing. Ref# *********. Called MS after not funds being deposited, They state i am not eligible. I have not received any documentation/email indicating this. I have talked to 3 representatives who will not troubleshoot the issue with the game nor issue a refund. They sell games that cannot be played, make it difficult to request a refund and don't tell you about a 14 day window to request a refund. They take advantage of the young children earning $ to purchase their games that are unplayable and will not provide refund. Microsoft steals from our children.
Business Response
Date: 09/19/2023
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:09/14/2023
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 keep getting random single sign in codes to my Microsoft Account that is attached to a gmail and when I spoke with Microsoft support, they said not to worry about it, but it continues happening. I don't think this is a system issue. I think this is a security issue and I need immediately to contact me for resolution.
Business Response
Date: 09/19/2023

Hi *******************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau,regarding Microsoft sign in codes issues.

We understand you and would like to suggest you this information which may help you resolve your issues.

Troubleshooting verification code issues - Microsoft Support

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

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/19/2023

Complaint: 20605871

I am rejecting this response because:

In my email, I randomly get codes like someone is trying to sign in. Please look into this as this is a valid security issue. Someone could be trying to get into my account.

Sincerely,

*******************************
Initial Complaint
Date:09/14/2023
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.
My daughter placed an order with Microsoft for an xbox and a controller on Sunday March 12, 2023 which totaled $648.98 - I have copies of the emails if there is a place to add I will. But if you try to TRACK those packages from the Microsoft emails you get AWAITING CARRIER PICKUP!!!!! ( and it is now SEPT and it STILL says that!!!)If you try going to ******* they don't show that number at all!!! ***** Tracking # ************ and # ************ So on APRIL 15, 2023 She contacted Microsoft and opened an CASE # ********** - telling them she has not gotten her product. Even though her money went to them- they told her in order to get a refund I haveto contact Xbox. Which due to her Job in the US ARMED FORCES and being station in abroad - following up got hard as she got sent on assignment out of the country she was based in and did not have access to contact them.But she tried again in JUNE and was given CASE # ********** and She got switched to XBOX support on June 11 and got a request number *********** - due to her location they had issues. No one got back to her. She then tried again in JULY 2023 and was told that she was out of the investigation timeframe and they would no longer help her!!! and to call her financial institution for disputeprocess! !SHE had been contacting BOTH of them since April! And even as of today their system shows they have not even SHIPPED the product! This does not have anything to do her her financial institution.This has to do with a supposedly reputable company that did NOT ship a product to a US SOLIDER who has a APO ADDRESS. Where there is proof by there own system it was not picked up by the carrier!Yet they don't want to REFUND her $648.98 If you would prefer the individual copies of the emails attached to the email I have attached let me know. I thought one attachment with everything in it might be easier.
Business Response
Date: 09/20/2023
Dear *********************,

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: 09/21/2023

Complaint: 20605179

I am rejecting this response because: this is not an answer. You are saying someone will contact me. But that is it. Once someone from your company actually contacts me and an actual resolution has been made and received then I would considered this matter closed. At this point nothing has happened. Between both of us, we have talked to a lot of people at Microsoft and a few at Xbox, but nothing has come from it, so I dont want the same thing to happen again.
Yes I am willing to talk to Microsoft, and I want this to be resolved.
I wont consider closed until there is a resolution, not just a promise of one.
thank you!
I do look forward to talking to you soon.

Sincerely,

*********************
Business Response
Date: 09/28/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Your case has been sent to the Microsoft Store to get investigated and one of our customer service agent will contact you on the next business days.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/28/2023

Complaint: 20605179

I am rejecting this response because: The last message from them said that a representative would contact me in two business days - I still have not heard from them! I tried to reaching out to them, but the only phone number I have for them is an automated system, and I couldn't get to a live person! There was no way to put in the service request number they listed. I want to talk to Microsoft and get this settled. But I do not want the BBB to close this case until that happens. Hopefully they will reach out tomorrow 9/29/23 like this message says they will. I will keep my fingers cross that I can talk to a real person!

Sincerely,

*********************
Business Response
Date: 10/02/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business. We have investigated the case and sent the case to one of our Relationship Managers, they will contact you directly via email to work with you towards a resolution. Please check your inbox.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/03/2023

Complaint: 20605179

I am rejecting this response because: this is the third time they have said someone will contact me- yet no one has!!!
When I try calling them I cant get to a live person anymore!
I want to talk to a person about this- they say they will contact me- but they never do.
Please email me a phone number that I can reach a live person at to discuss this, that way I can call you.

Sincerely,

*********************
Business Response
Date: 10/24/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau,we have investigated the case and see that our agent is in communication between the ******* and the Microsoft Store and giving you updates on the process, we thank you for your patience on this matter.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/26/2023
I have attached the email chain from the Microsoft Escalation Support person. He was very nice and after I explained that I couldn't get anywhere with ***** he tried. But in the end they still couldn't find it in there systems so they closed the case! Just saying that Microsoft store would not refund since not in 30 days. the first Contact was in 30 days. ( SERVICE REQUEST # **********) She got the run around !! just telling her to go check somewhere else. She is in the military and is stationed in ******* - time allowed and times zones made this extremely hard! now they are punishing her because it's not in the 30 days!!!? Look back at the documents she has made multiple attempts to contact them sooner - these are only the ones that she has actual proof of! They were all sent to BBB with the original complaint
This is just an example of a large company taking advantage of a young solider! Who spent almost their WHOLE paycheck on this one item!!! Which they do not care about!
NOT HAPPY AT ALL!!!
Customer Answer
Date: 11/05/2023
YOU need to re read the messages or the messages train. I have responded to EVERYTHING YOU HAVE SENT!
You have not helped at all in this situation!!
Microsoft has not done ANYTHING to make this right!!
They were contacted in April for the first time and they did NOTHING! (And many times in between !) Now they claim its too old so they cant do anything!!!
So even though we got the run around by them and followed there rules! We get screwed!!! I thought that is where you were supposed to help with! But your basically doing the same thing!!! Sending random messages- like you didnt respond- when its in the dang notes that I have!!!!!!!!
Your just as corrupt as big business (Microsoft)!!!!!!!

VERY UNHAPPY CONSUMER!!!
Business Response
Date: 12/15/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We have checked the previous escalations,and see that our agents have tried to help you but there is not enough information from given buy ***** to continue with the escalation, we are very sorry about everything that has happened, please contact again MS support and request a refund for the situation.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/26/2023
I would like to know where my last response to this one went. I send in that I tried to contact TENOCH through email Customer support. - TWICE! With no answer from him! DEC 16 and DEC 19! To this day 12-26-23 I still have not heard back from Tenoch!!!
Customer Answer
Date: 12/26/2023
I did respond to the Dec 15th email from the BBB = but today I see it is not Listed on the list - so I attempted to resend you the copies of the emails that I sent to TENOCH at Customer support - but as of today 12-26-23 I still have not gotten a response back from him ( 12-16-23 was my first email on this topic - as was from your email)
Since he still did not respond... I was able to connect with ********* and have her go through the website. She was able to send me screen shots as proof that it was submitted.
So we have been trying to contact Microsoft... but they are once again not contacting us directly.

Business Response
Date: 01/22/2024
Dear *********************,

We would like to inform you that one of our agents has sent you an email regarding your query. Please check your inbox and spam folder for updates of the process on your issue, please feel free to reach out to our agent if you have any concerns.

Microsoft Corporation
Customer Answer
Date: 01/22/2024

Complaint: 20605179

I am rejecting this response because the email they sent just said following up on your request! And the only link was to return items - I DONT HAVE THE **** TO RETURN! This is just a RUN AROUND!!!! They have the order number, they have her account number! WHY CAN"T they refund it!!!! WE CANT send anything back - WE NEVER GOT ANYTHING!!!! THAT IS THE PROBLEM!!
Nothing else fits - and when we attempt to click on the stuff.. the computer system just gives us a run around as well - we get NO WHERE!!!
Why can't they just give us the REFUND they have now promised they said they would? MAIL A CHECK if they can't ACH IT back to her!

Sincerely,

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

BELOW IS WHAT WE GOT FROM THEM -
From: Xbox Support <***************************************************************>
Sent: Sunday, December 24, 2023 12:13 PM
To: ******************* <*****************************>
Subject: Refund Request - DoNotEdit:7030651433

Thanks for contacting Microsoft Support for Xbox

I'm following up on your refund request.

Thanks for contacting Microsoft Support for Xbox about returning physical products purchased.  Follow the link to learn more about return/exchange policy and support next steps.

More refund tips:

Find information about how to complete a refund.
If you dont know your Microsoft account email address or password see the lost account solution or the lost password solution.

Have more questions?
There are plenty of other resources available to help with your Xbox experience. If you've hit a snag like today, or you just want to explore and connect with fellow Xbox enthusiasts, check these out.
         Xbox Community Discuss topics with other gamers and get help directly from an experienced Xbox enthusiast.
         Xbox Support Find helpful content to solve any Xbox challenge you may have.
         Xbox Account Manage your family settings, payment options, order history, and subscriptions.

Thanks again,
************; C.
Microsoft Support for Xbox

Your service request number is 7030651433 in case you need it.
Read the Xbox Support Terms of Use

This message from Microsoft is an important part of a program, service, or product that you or your company purchased or participate in. Microsoft respects your privacy.
Please read our Privacy Statement.

Microsoft Corporation
One Microsoft Way
*******, ** 98052

Business Response
Date: 02/02/2024
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, to get a refund for a non delivered first an investigation has to be opened with the courier to find the problem or file a missing item, as one of the agents mentioned the tracking number was not functioning and was not on the couriers system.Thus a refund may no be provided, please reply to the agents last communication or open a new ticket with the MS ********************** to receive help.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/03/2024

Complaint: 20605179

I am rejecting this response because:
We have tried contacting you and we get the runaround. This is just another example of your runaround. You have already done an investigation and told us you were going to refund the money. None of your options on your very automated emails and phone systems, Allow us to have an option for items that have not been received. Trying to get to an actual person is next to impossible!
Sincerely,

*********************
Customer Answer
Date: 02/06/2024
Here is another example of the run around Microsoft does. This is the email they sent me once again saying they have to investigate it ( even though they have already) telling us in 72 hours we would have an answer- You guessed it still no answer!
The so called link they put in the email does nothing!!!! You cant put your case number in anywhere!!!!!
you never can talk to a person at this place! Very frustrating!!!!
Business Response
Date: 02/20/2024
Dear *********************,

We have created another case in order for you to get in contact with another agent, your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/20/2024

Complaint: 20605179

I am rejecting this response because:
Microsoft is just delaying this process once AGAIN!. They have given us a "NEW" case number But again not a way to contact a PERSON!!!! When you logon to there site you can't get to a person - and their options don't include anything for a return of a product you have NEVER received! YES I will attempt with this "NEW" case number - but I doubt they have changed their computer system. Why can't they give you a PHONE NUMBER - especially at this point to be able to TALK to someone!!!! They have done the research on their end - they know ***** does not show it being picked up. What is the hold up with issuing a REFUND??? It should be simple at this point - you have proven it was not delivered so issue a refund... instead we get a new case number? ???
NOT A HAPPY CUSTOMER!!!
Sincerely,

*********************
Business Response
Date: 03/05/2024
Dear *********************,

Thank you for reaching out to us, we your frustration with the issue, you can call **************** or visit ************************************************ to reach out to one of our support agents, as for now please wait to be contacted, we appreciate your patience.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/05/2024

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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Microsoft is NOT a BBB Accredited Business.