Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

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  4200 Conroy Rd Orlando, FL 32839-2400

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:04/07/2023

  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 Store on Windows only displays a single positive review for a product which simply does not work for half of reviewers, hiding these negative reviews by default was an active deception on Microsoft's part for a product on which they refuse refunds. Microsoft has and is perpetrating a deliberate fraud against consumers.

  Business Response

  Date: 04/12/2023

  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:04/07/2023

  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.

  Purchased MS ***** 2021 Standard directly from Microsoft website. Program does not function properly. I was told I purchased a retail license and retail support comes with license. Retail Support cannot fix this application because its a Commercial product. Commercial support will fix it unless I pay for additional support which is almost double the cost of the application. So I was mislead or sold the incorrect license for a product that doesn't function. I have called multiple times to get the same run around and ultimately no support for a product that has support with the license purchased. ******************** has repeated ignored all my emails. I have spent hours on the phone being transferred back between departments. The appearance is they sold me the incorrect license for the support or lack there of.

  Business Response

  Date: 04/13/2023

  Hi ****,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your purchase as to Visio program installation issues and refund request issue . A?senior member of our Account and Billing will investigate this matter and contact you directly to work toward a?resolution. **********

   

  Sincerely, 
  
  Microsoft Corporation? 

• Initial Complaint

  Date:04/07/2023

  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 purchased a digital license for windows 10/***** for **********************, from their store. Order #********** I was only able to use this license one time since purchasing. Since then no matter what i do i cannot use the license or activate my product. I have spent literally hours on the phone, over chat, and email trying to get microsoft to correct this issue, every single time they say the same thing, do the same thing, fix nothing then tell me oh well we tried, they refuse to give me my money back for the product they refuse to provide for me. This is fraud. Their liason from BBB lied and stated they made multiple attempts to contact me however my phone records show 0 attempts. my most recent attempt- ticket # **********,i advised them that at this point i have been trying to get them to fix this issue for almost 2 years now to no avail and nothing they have done has worked, I requested a refund, so that i may just reattempt a purchase for the product i paid for already. The rep promised me they would investigate and see if a refund could be given and that i would be contacted within 24-48hrs that was a week ago. They are lying, playing games and refusing to resolve this issue, bottom line i paid for a product that they refuse to allow me to use.

  Business Response

  Date: 04/14/2023

  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.

• Initial Complaint

  Date:04/07/2023

  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 transaction originated on 3/2/2023. My wife had purchased an Xbox elite v2 controller for me a little bit over a year ago. She purchased said controller with the Microsoft Complete warranty. This warranty when we purchased it stated that a one-time brand new replacement would be issued upon us filing a warranty claim alongside an extended warranty for future claims. We had never filed a warranty claim for said product up until 3/2/2023. Initial claim process seemingly went smoothly until the replacement showed up on 3/10/2023. What I received was not a new in box replacement nor was it new at all. They had shipped me back the same controller with stick drift and a broken bumper without even looking at it. I attempted to contact them via email on multiple occasions with no response so I opted to contact them via chat on 3/19. When I contacted them they apologized for what happened and assured me that they would make sure I get sent a replacement. I sent the controller in again and it sat in the warehouse facility for over a week after being received. The website did not reflect that the controller had arrived at the warehouse so I contacted chat again. Chat reassured me that they are sorry and that I would be receiving a brand new controller. That following week the website it went through processing and they sent me a controller. It showed up on 4/6/2023. The controller I received this time was also not new. It has scratched face buttons, a booger on the grip and skin flakes inside the d-pad and the thumbsticks. I proceeded to contact chat again on 4/6/2023 the same day I received the nasty replacement. They told me that I was misinformed on how the warranty process works but they would run it up the channels to see if they could get an exception but it would take 4-7 days to get a response. They won't respond and I never even got the after chat email. This was the absolute worst customer service I have ever experienced in my entire life.

  Business Response

  Date: 04/12/2023

  Hi ****
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your controller issues and replacement request.A?senior member of our Account and Billing will investigate this matter and contact you directly to work toward a?resolution.? Your new case number is ********** 
  
  Sincerely,? 
  Microsoft Corporation? 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19908951
  
  I am rejecting this response because: This does not adequately address the issue. Further response is needed. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/17/2023

  Hi ****
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your controller issues and replacement request. Based on the previous case number ********** 

  We suggest you contact the person who is handling your case.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19908951
  
  I am rejecting this response because: No action has been taken to rectify the situation. I was merely sent an email stating that according to their current warranty policies they are within their rights to send me a refurbished product. I was told I would receive a new product and that's what I would like to receive. Either that or be refunded for the cost of the controller and the warranty. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/24/2023

  Hi ****
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your controller issues and replacement request. Based on the previous case number ********** 

  
  We suggest you contact the person who is handling your case.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19908951
  
  I am rejecting this response because: They haven't resolved the issue.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/01/2023

  Hi ****
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your controller issues and replacement request. Based on the previous case number ********** 
  
  We suggest you contact the person who is handling your case.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19908951
  
  I am rejecting this response because: they've done absolutely nothing for me. In fact they said there's nothing they could do after their representative confirmed that I would be receiving a new controller. Apparently the microsoft complete terms changed since we purchased it because when we bought it the terms literally stated that a new controller would be sent. I read through the terms thoroughly before we made the purchase. 
  
  I want a new controller. That's what we paid for. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/10/2023

  Hi ****
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your controller issues and replacement request. Based on the previous case number ********** 
  
  We suggest you contact the person who is handling your case in case you have not received assistance.

  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19908951
  
  I am rejecting this response because: They refuse to respond to me. I want my new controller. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/16/2023

  Hi ****
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your controller issues and replacement request. Based on the previous case number ********** 
  
  We suggest you contact the person who is handling your case in case you have not received assistance.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19908951
  
  I am rejecting this response because: The same reason I've been rejecting it this whole time! This is ridiculous!
  
  Actually provide a solution,
  
  *******************

  Business Response

  Date: 05/19/2023

  Hi ****
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your controller issues and replacement request. Based on the previous case number ********** 
  
  We suggest you contact the person who is handling your case in case you have not received assistance.
  
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:04/06/2023

  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.

  On March 6, 2023 my bank account was debited twice for an annual automatic subscription for Xbox Live by the Microsoft Corp. They admitted that it was an error but are unwilling to help investigate the reason for the extra charge or refund the debit. I have made 5 attempts to resolve the issue with Microsoft to no avail. I have reported the debit to my bank as a fraudulent charge and they have not recovered the funds as of April 6, 2023

  Business Response

  Date: 04/11/2023

  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

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19906213
  
  I am rejecting this response because: The complaint is not resolved. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/20/2023

  Dear ***********************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. 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 our agent is still working with you on this issue. Please keep collaborating with our agent towards a resolution.
  
  Rest assured we will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:04/06/2023

  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.

  Purchased an upgrade for Windows 11 Pro from Windows 11 home, when installing the upgrade, Microsoft pushes windows 11 enterprise, cannot activate the product. Called support, 3 times, I am on my 4th call now, waiting for someone to pick up the line and it is taking over 40 minutes every time. I want Microsoft to fix this issue, fix their horrible and constant waste of customers time, they love racking money in, but support? NO support, web support does not fix the issue and techs, well what can I say? They just hang up after a bit and then I have to go all over. My option right now is call the bank and report this transaction as a fraudulent charge from Microsoft for they are not delivering the right product and or helping to fix the issue.

  Business Response

  Date: 04/11/2023

  Hi *********,
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Windows upgrade issues. A senior member of our Microsoft Technical 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:04/06/2023

  Type:Billing 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.

  Despite numerous calls to Microsoft with my confirmed credit card charge and ability to confirm my identity for a subscription who's account I no longer have access to, there is a complete refusal to refund the subscription fee charged (after I put a stop payment in with my credit card company). Due to a system crash I was unable to access the account where I signed up initially and cannot remember the exact sign in details. I have been accused by their customer service agents of "human error" (which I admit to) but there should be a resolution. The most recent charge for a service that I cannot access (therefore have not received) occurred on April 4th, 2023 for a total of $19.20. The agent that I most recently spoke on the phone dismissed my claims, said they were unable to identify the charges to my credit card when I provided the full number and then wished me a good day and hung up. Completely discompassionate behaviour and unacceptable customer service.

  Business Response

  Date: 04/11/2023

  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: 04/14/2023

   
  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:04/06/2023

  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.

  Months ago I broke up with my ex who used my card for his Xbox subscription of $14.99.Since then I know he no longer has an Xbox and I have been getting charged month after month the $14.99.I have since tried EVERYTHING to get the subscription cancelled so that they no longer charge my card and have had no luck. The customer service is TERRIBLE. There is no chat option anywhere on the website and when I call they ask me for the account information. If I had the account information I would have canceled it a long time ago myself. The man that assisted me last was nasty and practically said there isn't much he could do. I contacted my bank and they said they could cancel the last payment but it would not prevent Microsoft from charging me again in the future (future meaning next month). There should be a way for a representative to find the subscription using my card number and cancel all future charges! I am currently waiting on hold for the last 30 minutes to speak to someone and then the line just goes blank. This is terrible! Please have someone contact me from Microsoft, cancel the subscription, and refund me for ALL of the months I was charged without even signing into the account.*************

  Business Response

  Date: 04/11/2023

  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:04/05/2023

  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.

  Hello, I had ordered a Microsoft laptop a few weeks ago and had a shipment issue with it but had it resolved with ****** after resolving it I had went to return it last Tuesday as I already gotten a new laptop due to the issue, and the laptop had said it been delivered the next day on Wednesday. Upon waiting a whole week and a few days past the time frame given, I have yet to get a refund for this order despite it being delivered and even signed for at the warehouse. I had spoke to two agents who have both lied about me getting contacted by the escalation team whom where gonna refund me within 24 hours, which never ended up happening, and now I just feel robbed and like Microsoft is trying to steal my money as they already have the product and now Im out money for the laptop I had returned. 1ZEE06359124463641 Is the tracking of said returned laptop and ********** is the order number for it. Im at my **** end and feel my only solution is a chargeback as they refuse to make it right and contact me about this

  Business Response

  Date: 04/10/2023

  
  Hi *******, 

  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox console replacement issue. We have seen that you already had a previous request ********** we can see your case is still being worked. If you need any updates on it feel free to contact agent who is handling your case. 

  Sincerely 

  Microsoft Corporation? 

  
  

• Initial Complaint

  Date:04/05/2023

  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.

  To Whom It May ********* signed up for Skype's phone services, which is run by Microsoft, that can be used on your phone or computer. Several months ago, I cancelled the services. I was surprised to see the services still charged to my credit cards this month (April 2023) (see attachment), when I last used it around 6 months ago. I assume the responsibility for not checking my statement earlier and am not asking for compensation for my oversight. What I find morally reprehensible is that there isn't an easily discernible way to cancel. Since it appears that I was signed up for "auto-recharge" option. Essentially, that means I don't have the ability to manage my subscription (see attachment). The reason I was able to figure it out is because it states in on the website as a note under how to manage the subscription. The note states "Note: If you don't have the Manage button, it might be because you have Skype Credit rather than a subscription. Skype Credit only continues to charge you if you have auto-recharge enabled on your account" (See attachment). The only way I found to stop being charged is deleting my cards from my Microsoft Account, but I'm still subscribed. Furthermore, there is nothing that shows under subscriptions on Microsoft. Skype is run off of a Microsoft account, so it makes it incredibly difficult to stop paying for Skype services. When it is this difficult to figure out how to cancel a service, it is a dishonest attempt by a company to make money off customers. Thank you for your time and attention to this matter.SincerelyMs. **********************-304-0472

  Business Response

  Date: 04/10/2023

  
  Hi Abbey, 

  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Skype charges and cancellation request. A senior member of our Microsoft team will investigate this matter and contact you directly to work toward a?resolution. Your new case number is?**********.   
  ? 
  Sincerely,? 
  Microsoft Corporation?