Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

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

Customer Complaints Summary

5,194 total complaints in the last 3 years.
2,084 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:03/08/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My complaint is not specifically with this location but with the online support. I had paid for a game ( I sent them photos of it coming out of my account), I have the game installed yet some of the content does not work. It came up declined on Microsoft's end, yet it came out of my account. I have been on the phone with them for about 5 hours now with 4 different techs. I had even sent a video of the content downloaded onto my Xbox. You can not download content you do not own! They have been giving me the run around about how this is not their problem and that I need to call the developer of the game. I was given 2 fake phone numbers to call Bungie with. I was also told that at the end of each phone call, the supervisor I spoke to would call me back. That was 4 different supervisors and yet no call back. I have been a customer for over 15 years paying for their monthly subscription. I have never complained or had problems with anything until now. I have been lied to by 2 of the techs saying they can fix things for me a certain way yet the other ******* said that was a lie and that this is impossible to do. I can not trust anyone I speak to there anymore, I just want what I paid for.
Business Response
Date: 03/13/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your game purchase order. After reviewing your complaint and recent service request **********, we were able to confirm our advocate informed you we cannot provide further assistance as our system shows the purchase wasnt completed. We do apologize for the trouble and time we have been through trying to get this resolved, but please understand we cannot move forward with any solution, as the purchase doesnt appear on our end. As our advocate advised to you, please dispute this charge with your financial institution.

We will be closing this complaint as theres no further action for us to take.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:03/08/2023
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.
Was locked out of my account, filled out the necessary forms, and called pajeet support only to be told to fill out the forms again and that they can't help as well antagonizing comments from Muyiwa from Microsoft support.
Business Response
Date: 03/13/2023
Dear Snow Fox,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account recovery 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: 04/10/2023

Complaint: 19557558

I am rejecting this response because:
Microsoft has yet to contact me at all. Completely. Just ghosting everyone as usual. Please tell Microsoft to contact me at **********************

Sincerely,

Snow Fox

Sincerely,

Snow Fox
Business Response
Date: 04/18/2023
Dear Snow Fox,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We have opened another case with the email you provided in order for our agent to contact you. Case #**********.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:03/07/2023
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 purchased Windows 11 Pro. the install support sabotaged my two backup drives ** **** They would not help me recover the critical lost data. And now I need to reformat the two unallocated drives, but there is no way for them to help me format them after they unallocated the drives. I just need the tech support to help me format them. The install case number is: **********
Business Response
Date: 03/13/2023
Hi ****
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows issues. A senior member of our Microsoft Technical Team will start an investigation related to this matter and contact you directly in the next 24/48 hours. Your new Service Request is **********

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 03/13/2023

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:03/07/2023
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.
I just tried to cancel my Xbox subscription from Microsoft. They make it pretty impossible to figure out how to do this. They insist on having you log into Xbox, but when you do there is no where to go to but game play. They also want you to fill out a form for the refund, which you have to log onto Xbox to get. Same issue as above. I had to block billing via Paypal, but I still don't know if I was successul getting through to Microsoft that I want the subscription canceled today and a full refund since I haven't used the service at all for over a year. The have no way that I can see to reach an agent. They are just making stopping the subscription and getting a refund way, way too hard and I think that kind of activity should be illegal because making it too hard for people to stop it and get a refund is just like stealing. I don't know why it is okay for big corporations like Microsoft to be so abusive to individual citizens in this country.
Business Response
Date: 03/13/2023
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox subscription. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/23/2023

Complaint: 19553187

I am rejecting this response because:
They assigned supposedly a senior resolution expert.
That person sent me a note on 3/14 which I answered on 3/15.
In the morning of 3/16, they warned me that if I did not answer they would close the case. Note I answered the previous day.
As soon as I sent the answer to them again on 3/16 they closed the ticket.

Seems like they have no real interest in customer service.

Sincerely,

*********************************
Business Response
Date: 03/31/2023
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. We have investigated your case, please email back our agent to reopen the case, if no reply is received please contact us back.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 04/08/2023

Complaint: 19553187

I am rejecting this response because:
This is just Microsoft putting the responsibility on me for following up with their employee. I gave the employee what they asked for in my original communication with them twice and the employee arbitrarily shut down the ticket and communication and now I am supposed to comb through my email and find that communication and tell the employee to reopen the ticket?
And how long am I supposed to wait for a response before contacting Microsoft? - not stated in their response.
And how am I supposed to contact Microsoft if the employee does not respond? - not stated in their response.
I ended a subscription by appropriate date and they charged me for a subscription I am not using. I want a refund, that is the response that is acceptable to me.

Sincerely,

*********************************
Business Response
Date: 04/14/2023
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. The customer support agent will contact you in 1-3 business days, if you wish to seek support please visit ******************************************************** call ************ to reach one of our agents.

Sincerely,

Microsoft Corporation.
Customer Answer
Date: 04/23/2023

Complaint: 19553187

I am rejecting this response because: The ******** service agent never contacted me. The original ******** service agent closed the ticket right after I gave them information they said they needed to resolve the situation. In an earlier communication which I also rejected from BBB, I was told to contact that original agent from Microsoft and tell them to reopen the ticket. Even though I thought it was wrong that I am the one who has to keep taking actions after MS refused to do even the simplest actions, I did contact that agent and tell them to reopen the ticket. They rejected this request. Below is the email response from that agent. Every time I try to do something to get the refund I am owed from MS they tell me to contact their ******** service which has already failed me and turned me away several times. How am I supposed to believe that one more contact with their ******** service will be any different?
If they just get on with issuing the refund they owe me, for which they have all the documentation they asked for already, this can all be over. They are not interested in serving ********s because that reduces the bottom line.
Attached is my last communication with the first ******** service agent. So far I've not got any reasonable response from MS ******** service
Sincerely,

*********************************
Initial Complaint
Date:03/07/2023
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.
On October 24,2022 we purchased a Microsoft Office subscription thinking it was a one-time annual payment. When purchasing the subscription, we were given two options, monthly for $38.00 or an annual option for $418.00 without tax. Normally when a subscription is annual it's always a one-time payment but not for Microsoft and their shady business practices. The annual option was actually a monthly subscription for a year. If they stated that the total would have cost over $4,000, we wouldn't have purchased that subscription or at least have purchased the correct one like we have now. On February 1st we spoke to a customer service representative, and they assured us that everything would be straightened out and we would be refunded. As of 03/07/2023 we have not received a refund and after speaking to the most condescending and rude representative today we are left with filing a complaint with the BBB.In summary, Microsoft uses shady business practices to get small businesses to pay extra for services they do not need making you think you are paying less than what you will eventually owe. Microsoft has automatically charged our credit card for a total of $989.85 for this subscription and we'd like a full refund. If Microsoft was clear in showing what you are subscribing for, we would have never been in this situation.
Business Response
Date: 03/13/2023
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:03/07/2023
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.
I pay $530 a year for Microsoft Office, including Cyber Defense and twice now my account has been compromised from within Microsoft. I have been charged for several domains my company never purchased domains through Microsoft only transferred from ******* I am never able to delete the domains and have to go through a claims process for them remove everything. As a small business owner this is incredibly inconvenient as it unbalances our books and causes other financial issues when we have to constantly get new cards. I am looking for Microsoft to credit my account for the two license's my company pays for as we are not getting the Cyber security we pay for every year. I am looking for a 1 year credit for both my licenses.
Business Response
Date: 03/13/2023
Dear ******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft office issues. 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 11214591.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:03/07/2023
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.
My reference number is **********, and the serial number to my faulty, now lost device ****************. One of two packages *** has stolen from me, Microsoft has lied to me for the past 2 months. I was told by Microsoft that I would receive a replacement Studio 2 Device 3 times by email in the last 2 months and all have lead to nothing. They have accused me of fraud, promised me a new computer and now they ignore me. Their website doesnt allow me to start a chat, or receive a phone call, and they now ignore all my emails. I am now officially boycotting Microsoft and will never purchase another one of their faulty products, and demanding an immediate refund for the full purchase price of $10,823.68. I am done with Microsoft products as they do not last, and anything regarding warranty apparently never gets done. Microsoft has lost the customer in me, I hope they wont ignore the BBB as they do me.
Business Response
Date: 03/13/2023
Dear ******************,

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/13/2023

Complaint: 19551408

I am rejecting this response because: They do not address anything yet, I am demanding a refund and their claim to "work towards a resolution" sounds as if there isn't already a clear cut resolution of paying me the full purchase price of my device. Not just for the fact that it was faulty, but also considering the fact that I've been out of a device for Months. While in use the Studio 2 device did make work easier but the lack of any form of cooperative customer service and the time it has been since I want a refund, and if the stress I've been caused, and money I've lost due to losing much of my in progress work means nothing to you, I want my money back. You have already put me in a financial whole. I'd like to be contacted by email in regards to this, hopefully their senior customer service agent will see this.

Sincerely,

******************
Business Response
Date: 03/20/2023
Dear ******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Please keep communication with our agent to resolve your issue, our senior customer service agent has taken ownership of the investigation of your case.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/27/2023

Complaint: 19551408

I am rejecting this response because:They claim to have sent me a replacement, but I have not received anything, and according to the *** tracking number they provided me a new claim has been opened regarding their tracking number

Sincerely,

******************
Business Response
Date: 04/06/2023
Dear ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Issue. Please keep in contact with our agent as the case may take longer that usual as this issue involves a UPS.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 04/13/2023

Complaint: 19551408

I am rejecting this response because: Im yet to be contacted by phone call email or message by an agent

Sincerely,

******************
Business Response
Date: 04/20/2023
Dear ******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Please verify that you have provided the correct email address and phone number, a new priority case will be opened once we have that information.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 04/25/2023

Complaint: 19551408

I am rejecting this response because: ************** ************************ CLEARLY stated

Sincerely,

****** Bronx
Business Response
Date: 05/03/2023
Dear ******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Thank you for your reply, that is the email and phone number used to sent to our agent to contact you. If no response or contact is received, we will open a new case for you.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/09/2023

Complaint: 19551408

I am rejecting this response because: No attempts to call or email me have been made at all.

Sincerely,

******************
Business Response
Date: 05/16/2023
Dear ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. We have opened a new case for you **********. The agent should communicate with you in the next 1-5 business days.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:03/07/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been receiving reoccurring charges on my bank statement. I have tried numerous times to try and get help from the Microsoft website but there is no one to call and no live chat. Just complete circles on the website. I do not have an account and would like to be refunded the $14.99 that has been billed for the last few months.
Business Response
Date: 03/13/2023
Hi *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charges issues as to Microsoft Office 365 issue. 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: 03/13/2023

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:03/07/2023
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 am having an issue with my 230$ Microsoft Elite Series 2 controller (serial *************** that I purchased just 4 months ago, where the thumbtacks are not returning to the center when using them, which causes many issues in game. I also have an extended warranty on my Xbox Series ** This is very disappointing for such an expensive device.I am trying to get some assistance and the only option I'm being given is a standard replacement, where I have to send my controller first. I explained 5 times to the agent on the phone that this is my ONLY controller and that I want a better solution. I spent 230$ plus tax on this controller, plus I have the extended warranty, but nobody seems to care. I am so disappointed with the quality of Microsoft customer service. It used to be great and now it is awful. I am an Xbox customer since 2008 and this is how I am being treated!? I need a solution otherwise I am switching to **** in the future. Maybe this is why Microsoft is not doing well with the Xbox anymore...
Business Response
Date: 03/14/2023
Dear Aviv Attias,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding *********** order. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ****** has been working with you on this issue. Upon checking we were able to confirm the case is still active as weve received the device you sent in and the repair order is being processed. Please keep collaborating with our agent towards solving this matter.

We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/14/2023

Complaint: 19547865

I am rejecting this response because:

Thank you for your email but I am confused. What is the compensation that I was offered by *****?
Also, where is the replacement Elite Series 2 controller? You received mine yesterday morning, and I still did not get any news about it. I was told it would be sent as a rush replacement because I spent over 4 hours total on the phone for this issue, due to several mistakes that were made.

Please let me know, this has been such a mess, I just want a resolution already.

Thanks

Sincerely,

Aviv Attias
Business Response
Date: 03/24/2023
Dear Aviv Attias,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding *********** order request.After reviewing your complaint and recent service request **********, we see that your order is being processed. Please keep collaborating with our agents toward a resolution.

We will monitor your support case through resolution.

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.

Hi,
I would like the below case closed, which is case ********. Microsoft has contacted me and provided a solution. I did not find a way to do this on your website myself.

Thank you

Sincerely,

Aviv Attias
Initial Complaint
Date:03/05/2023
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 purchased a Microsoft Surface Duo 2 back in October 2021 along with its associated Microsoft Complete Protection plan. The plan is said to cover "accidental damage protection from drops, spills, and cracked screens. With Microsoft Complete, if something goes wrong, youre coveredsimple as that." However, it is not simple. AT ALL. The Duo line of devices is known to have brittle material around the charging port, and this is my second device that the charging port has failed. This time, however, the edge where the material has started to disintegrate is so sharp that it is a cutting hazard at this point, not to mention the exposed metal port itself after the plastic began to ****. I tried to initiate a return multiple times via multiple different devices and browsers first under the premise of manufacturer defect. I was given an error dialog that *********** options are available." I then tried to claim the device under my ******************** Complete for physical damage. The dialog box reappeared. The link that they provide on the said dialog box to "Contact Us" is a complete joke and will have you running in endless circles between automated "help" services that offer no assistance whatsoever. I tried to call the provided customer service number, but the automated (go figure) voice said that it did not recognize my device's serial number as an ************* and referred me BACK to the menu that told me that no service was available. I tried to contact @MicrosoftHelps on ******* to try and get SOMETHING. A person did respond with a generic prompt and proceeded to disappear and ignore any other correspondence.I find it absolutely outrageous, in the worst way possible, that after having spent over $5,000 over the past year and a half on hardware not including subscriptions, I cannot get as much as a single human response for this plan that I still have 7 months remaining on and paid $200 over the already $1599 that I paid for this device before even mentioning accessories.
Business Response
Date: 03/13/2023
Hi *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your warranty protection plan and Surface issue. 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: 03/17/2023

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,

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

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