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

• 

  Microsoft Corporation

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

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  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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  Microsoft Store

  9255 Towne Centre Dr Ste 400 San Diego, CA 92121-3037

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:03/24/2023

  Type:Delivery 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 purchased an XBOX system from the MICROSOFT STORE. The item was delivered damaged by the carrier ******** I returned the item ( received by MICROSOFT on 3/17/23) and MICROSOFT has failed to issue a refund. I own the item and MICROSOFT has no right to retain the item without issuing a refund. They are now claiming that the issue needs to be investigated and it could be until mid April for a refund! The is a carrier issue. I have sent pics including a pic from ***** showing the damage.

  Business Response

  Date: 03/28/2023

  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: 03/28/2023

   
  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:03/23/2023

  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.

  On March 16, 2023 I placed an order ********** on Microsoft.com totaling $1,610.61. This order shipped on March 16, with tracking ************ with expected delivery of March 17, 2023. Microsoft sent an email stating the package was delivered on March 17 at around 10a. I didn't receive the package, checked with neighbors and around the area. I checked tracking and there were duplicate records on the tracking. First said delivered, 2nd said its headed back to Microsoft as of March 19. I contacted Microsoft via phone on March 19, and was told the refund was approved and they would send in a replacement order that I paid for. The replacement arrived on March 20, no issues. When I contacted Microsoft again on March 21, March 22 and March 23 each time they told me I need to wait an additional 3 days from that day. They also said the package delivered, which I repeatedly told them it hadn't and to look at the odd duplicate tracking. Therefore I am currently sitting with 2 charges from Microsoft totaling $3,161 and I have 1 device with ******************** pushing me off. I can understand the delay to try and figure things out, but I was told my refund was approved on Monday and then they took that back and said wait 3 more days repeatedly. I will be returning the replacement device and would like the missing device refunded as promised on March 19.Thanks,

  Business Response

  Date: 03/28/2023

  HI  ********,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface and refund issues . A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service Request is **********
  
  Sincerely, 
  Microsoft Corporation.

  Customer Answer

  Date: 03/28/2023

   
  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. 

  I worked with my local *** store who had the device, the issue can be resolved. 
  
  Sincerely,
  
  ******** Goods

• Initial Complaint

  Date:03/22/2023

  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 an Xbox Elite Series 2 controller from Microsoft that is defective/flawed by the design, which has been firmly evidenced and investigated of said confirmed defect(s) as recorded in prior and current class action lawsuits. Microsoft willingly and knowingly sold said controller to me with full knowledge of the defect of the potentiometer within the controller. Microsoft is conducting deceptive and abusive practices against myself. 3 months ago, contacted Microsoft's support team to resolve this matter. After explaining the situation to multiple agents, I was informed that they will be sending me "replacement parts". Within 30 I was to receive the parts, but nothing showed up. I contacted the support team once again and was informed that it's been escalated and to allow 10 more business days, with confirmation emails this matter has been fulfilled. The time frames have lapsed and nothing received or communications. I contacted the support team today and was greeted with the response that they are not liable any longer because the warranty has apparently just expired (14 days ago). Another demonstration of their deceptive acts. This was clearly a **** setup by them to buy time for the warranty to expire while lying to me over the past month+ that they were actually resolving this issue, when in all reality that was completely falsified by Microsoft. Misrepresentation, non-disclosure of root defects of their product, with clear customer harm intent. A full refund of the $200 I spent on this complete garbage should be determined as resolution, which to note is literally over 80% of the cost of a brand-new Xbox Series S console! The absolute minimum is a replacement of the controller - the fact myself and thousands of others have even had to go this far in order to resolve Microsoft's problem is disgusting. I look forward to your, Microsoft's reply (or lack thereof) and resolution of this matter. You have been supplied with my contact information accordingly.

  Business Response

  Date: 03/27/2023

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

  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:03/22/2023

  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.

  Almost 4 months ago my hotmail was hacked locked then disabled. *************************** They had a chinise support person ***** **** (css) who give up on the case said i cant figure it out so i am closing it good bye. that was 2 and half monthsago. Next i called support List of case numbers where they just never say anything back and when you call they promise you to handle it get back to you but you never hear from them even there twiiter stops responding to me unless i push it. Now i have talked to 34 different reps for xbox suppport over mine and my dads shared gamer tag demonassassin44 that they took off his account (dad ******************** even tho it was a minors account was not upgraded to adult ever. Xbox support on ******* tells me to wait and email the person handling my case when there is no such person no one has wroked gotten back to me or emailed me since *************** They are making false claims to me about what there doing. They will not work on or look into my email **************************** At this point i cant get into my email to refill my mecation i am bi polar and manic deppresion. I cant conform refills or talk to soical secuierty i am disabled. Use my email to talk to my doctors and confirm appmoints and confirm med refills. So its not just content value i am being robbed of its also perosnal medical and it is making my condtions worse. Per my doctor *********************** it is in her notes. Finally i have had my hotmail sine **** i belive my gamer tag been around since the first xbox 360 black elite was out. I need somones help to get ahold of them talk to them or somthing. They need to finsh the job get my account back and or gamer tag. Temporay lock is a tempory lock i have screen shots show it say its temporay locked in the url on (outlook.com). Case numbers #********** ***** **** ) *********** **********************)*********** ******)*********** ********) *********** ******),all reps listed expect ************ work at one Microsoft way redmond ** *****.

  Business Response

  Date: 03/27/2023

  Hi *******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Hotmail account access issues.

  After further review of your account, we found you already have multiple service requests, your account cannot be recovered for either this was permanently suspended for some violation of the code of conduct, or you did not pass the manual validation process.

  We suggest contacting the agent(s)  if needed, if you received a hard message or did not pass the manual validation process to recover the account this is automatically irretrievable.
  We are sorry for the issue that this may cause you.
  
  Sincerely,
  Microsoft Corporation.

  
  

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19636677
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

   

  This is false as stated in the compliant its a temporary lock in the url. And yes all cases are open you did not read the complint. I would suggest rereading the complint and checking up on it your self. And lastly once complint is responded to correctly. And my email and gamer tag are back in my passion aging. Hacked locked so its not can not be a code of conduct issue bye me if it was hacked out of mu passion then locked with has also been shown to be hacked the username name changed to Williey  or whatever. 

• Initial Complaint

  Date:03/22/2023

  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.

  Why is it that the Microspft Devil is alive and well allowed to partice businees while abusing its customer base. We have tried unsuccesfully for a wekk to purchase products from MS and are un able to due to the absoult failure of this companies crediability and non-support. At this point as a givernemnt contractor in our own right we are reporting our problems to the federal government for abuse and with software requirements MS ******* the DoD for and now contractor companies are provided the living h*** to try to comply with governemnet bidding requirements that Microsoft fail to support.

  Business Response

  Date: 03/27/2023

  Dear Rms Aerospace Corp.
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding.We understand your frustration about the current issue and want to make it right. We have opened a case on your behalf for one of our senior customer support agent to contact you and work towards a resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19636610
  
  I am rejecting this response because:

   

  it is not informative and provides the same dysfunction that is ramped. Theres no contact information nothing. They dont care its obvious by the response.
  
  Sincerely,
  
  Rms ********** ****

  Business Response

  Date: 04/06/2023

  Dear RMS Aerospace Corp,

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Issue. Our agent is investigating your issue, as for now keep in communication with our agent.

  
  Sincerely,

  
  Microsoft Corporation

• Initial Complaint

  Date:03/22/2023

  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.

  GroupMe is a nonpaid (free) service offered by Microsoft and Skype. I have two accounts associated with them, one which I have used recently and was created within the last month, and one which I have not used in over 3 years. The issue is simple, I was locked out of the recent account; I was using the correct password but was receiving login errors or in other cases after deleting/reinstalling the app, I was told the password was wrong. I asked to reset the password and never received an email. I was trying to use the old one and could not log in, and the security team was unable to help me get into the account. The security protocol is too high for such a simple application, the help line is automated, if you do not answer their questions or are unable to, you are damned by their support team, they refuse to do anything. Group me claims to provide an **************** chat service, however their security protocol is greater than similar applications, and they are unable to offer access to your account if you simply don't have access to an old phone number, and if you do not recall the last chat you received (even if you haven't used the account recently). They are unreliable, and they have no real way to offer support, and thus should be sued, or shut down, or suffer some sort of consequence. Hundreds of thousands of users rely on group me as a service, and without proper servicing, the application is basically a dead app that remains on the app store regardless of the issues people are having with the app. I am not the only person who is having issues with group me, as their recent reviews on the app store are revealing a commonality of accessibility issues that are very frustrating for me, and others. This is a group chat app, and not the CIAs top secret files, their security concerns are way too high for the associated service. I need to use group me as my church community relies on it for communication and switching to another service would be near impossible.

  Business Response

  Date: 03/24/2023

  Hi *****
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your billing issues. After further review of your account ********************** and we did not find any log in issues.
  If you need direct assistance please visit and describe your issues and your wished outcome.
  Contact - GroupMe Support (microsoft.com)
  or call at ************ to receive assistance from our frontline support team.
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:03/22/2023

  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 was hospitalized on 16 Mar, My computer was off. I was discharged on the 21st of Mar. When I returned home by computer was on and Microsoft had forced an "upgrade" to Windows 11 without my consent and I had rejected 3 times before. During this forced unauthorized update tney removed over $450 om software I've purchased much of that that was only downloadable. To make matter worse the only way I can turn off my computer now is to unplug it even though the power settings show the power button turn it off it restarts immediately. What gives Microsoft the right to remove my software or force a program on my computer that I have rejected? My desire is for MicroSoft to return my computer to it's original Windows 10 state with all my software working properly again. or reimburse me for all of it and for my many hours of recovering from their sabotage.

  Business Response

  Date: 03/27/2023

  Dear *************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding.We understand your frustration about the current issue and want to make it right. Your new case number is **********, a customer service representative should contact you directly via email or phone call, in the next few days.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 03/27/2023

   
  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:03/22/2023

  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.

  Hi I have been a loyal Microsoft Customer for over 35 years. I also have an Office 365 Subscription.Unfortunately been struggling to get support since 29 Sep 2021 with an issue. Sent over 150 emails to Microsoft Support and also spoken many times about this poor customer service to various other Departments. They tell me that they will pass on my issue to the ******************* and still nothing happens. It is almost 1.5 years now and Microsoft feel that they do not have to reply.

  Business Response

  Date: 03/27/2023

  Dear *****************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding.We understand your frustration about the current issue and want to make it right. Your new case number is **********, a customer service representative should contact you directly via email or phone call, in the next days.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:03/21/2023

  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 3/21/23 at 11:34 AM CST I recieved an email notification that my Xbox account (15+ year account that's spent multiple ****s $$ in digital games and content with over 200+ games and for one example I've spent over $800 on **** 4 digital expansion and game packs alone) had been permanently suspended. I logged onto Xbox enforcement page and it stated a vague reason listed as " This account violated the Community Standards and was subjected to enforcement action." So I appealed bc I don't even play multi-player games anymore, haven't in months, I haven't messaged or commented on anything in months either. I literally just log in and play single player games and then this permanent ban hits me with no specific violations or examples given and locks me out of being able to log onto my Xbox and access ANY of the digital content I've purchased over the last 15 years. This is unacceptable, up until then the only bans I had were for sending bad messages when I was younger or heated, even then, it was as it should be, a temp. Small ban on MESSAGING ONLY that last a few days up until a week. Even then, ive done nothing other then let me xbox live account expire and not renew my gamepass ultimate membership as I really only play single player games I PAID FOR but can no longer access with this permanent suspension locking me from even signing in to a GAME SYSTEM. MS should stop trying to play everybody's parent and just provide the service I PAID FOR. I will not stand for a permanent ban on my account without specific and justified information. An Ambassador on a power trip (which is actually just MS ****** moderators aka fellow gamers abusing other gamers for their egos) is currently the only thing that can review and uplift this ban. This is anticonsumer and un-American. I'm preparing for legal action if they cannot step in and right this wrong.

  Business Response

  Date: 03/24/2023

  
  Hi ****,

  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox account suspension. Your account was found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and subsequently suspended from accessing Xbox account. For further details on what kinds of behaviors or actions led to the account ban, please review the websites listed below. Xbox has no obligation to provide you with specifics regarding your violation.?We will no longer be responding to any further requests concerning your enforcement action as this matter is closed.?  
  
  
  You can review the full Terms of Use at: **************************************************************;
  You can review our Code of Conduct at: ********************************************************************;
  For additional information visit  ***************************************************;
   
  No refunds will be provided as outlined by our services agreement.  
  

   

  Sincerely, 
  Microsoft Corporation 

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19632289
  
  I am rejecting this response because:...

  A)This is a permanent suspension which locks me out of AlL my paid digital games, MOVIES, and DLC for said games  IT renders every save inaccessible, forfeits all game progress, prevents messaging friends or even viewing screenshots and game clip records.  This is a worst case option and I did NOT violate the TOs OR C9de of Conduct as stated to the extent this permanent  suspension is going to lock me out of my ON RECORD from 2010-Match 2023 $10000 worth of digital purchases. Especially without a direct quote of what I said that offended someone SO MUCH it warrants this permanent ban and illegal SEIZURE of $10k worth of content given over the last 13 years. If you can't tell me exactly what I said then how am II to know what not to ever type to not violqt3 your TOS or Code of Conduct again? Thus us obviously an automated system "feature" that goes around auto banning people who ate negative. 

   

  B) When I appealed the suspension I was denied even though I pleaded this same case and vowed to not even communicate to anybody for anything for fear XBL grown up police enforcement might get offended but won't even ever let you know what you said that was so offensive.  You know who reviews these appeals? Unpaid gamers volunteering on a power trip and quick to get offended over someone else's opinion and WORDS on a screen.  my appeal denial I have evidence of clearly states I was permanently suspended for POSTING A REViEW.  Seriously?! I challenge that nonsense based off the sheer FACT xbox doesn't even let you save a review that triggers their already INSANE filters that will blank out a whole 5 paragraph review becaue3 you typed a word in the middle that trips their filters. You can delete the review, you can suspens me from leaving reviews or messaging, that's happened before for thr littlest of things.  All your "Ambassadors" on you4 forums are pathetic groupie ego stroking trolls that can't take criticism and get offended and triggered easily because they're toxic and create a toxic environment like Xbox has become.  Yo7 go after thr jaded gamer leaving negative reviews due to the system that keeps pumping out there overpriced BS (spent over $800 and still don't have the complete **** 4 game now Xbox is making m3 forfeit my whole gamertag and purchases for leaving a bad review CALLING them out on their predatory ********'m punished with a PERM ********************************************** has become a woke joke, easily offended, easily triggered, quick.to overreact and treat loyal.paying customers like dirt and they dint matter.  They implemt an auto suspension system and font realize h9w easily abused that system can be if a group of friends or ambassadors get together and decide they don't like you and time to.dlood false reports in.  Xbox has no obligation to provide direct evidence though.  That was their response.  Place an abusive system that causes gamers to not.communicate f9r fear of offending someone foe something (miniscule). Buyer Beware, this is the toxic environment Xbox is moving to, banning negative reviewers even though they're the ones that jaded them with their abusive sutoban on c # of reports system.  No morals, no ethics, no customer service, group of ego circle jerks running their useless forums.  They make billions so they don't need to provide evidence to lock you put of your 15+ year account with over $10k in digital purchases (not including hardware).

  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:03/21/2023

  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, BBB Team - On November 18, 2015, Microsoft began charging me monthly for a subscription to Microsoft 365 software.It was not compatible with my computer, so I was unable to use it. I attempted to contact Microsoft to cancel the software.Since, they have charged me monthly for this software subscription.When I call, the automated response tells me to use the website. When I try to use the website, they inform me that login credentials will be sent to my email. The credentials never arrive.I have not been able to locate the agreement that began these charges, and they did not email me upon its commencement. But the charges are processed every month, even when my credit card number changes.This has been going on for years - at $10.88 per month, for a total of $924.80 of charges for a product I have been unable to access, use, nor cancel.Again, I tried to contact Microsoft for a cancellation and resolution. Again, this was impossible.Thank you for helping me receive a refund from Microsoft and an end to these monthly charges.best,**** ****

  Business Response

  Date: 03/24/2023

  
  Hi ****,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your billing issues. After further review of your account ***************** and we did not find any information

  Please provide the account in which this is happening and update this complaint for further assistance.
  Additionally,for future issues feel free to  visit ************************************************
  or call at ************ to receive assistance from our frontline support team.

  Sincerely,
  Microsoft Corporation