Business Profile

Computer Software Developers

Microsoft

Headquarters

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

5,192 total complaints in the last 3 years.
2,081 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:02/25/2023
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.
Dear Microsoft,I am writing to express my disappointment with the lack of email support I have received regarding my Minecraft account "Nut". The account was recently locked and despite numerous attempts to contact your support team via email, I have not received any response.This lack of communication is unacceptable, especially since I have already provided the transaction ID number ***************************** as proof of purchase. As a paying customer, I expect to receive timely and effective support for any issues that arise with my account.It is incredibly frustrating to not be able to access my account and to receive no assistance in resolving the issue. I urge you to take immediate action to rectify this situation and provide me with the support I need to regain access to my Minecraft account.I look forward to a prompt resolution to this matter and a timely response to my inquiries.Sincerely,Vin **********************
Business Response
Date: 03/01/2023
HI Vim,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your sons blocked account issue. A senior member of our Microsoft Xbox Team will start an investigation related to this matter and contact you directly. Your new Service Request is **********

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:02/24/2023
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 have tried resetting my password and changing my account information with no luck and now way of getting this resolved today.I have access to my email and still for some reason can get the form filled out in a manner you guys seem to like.I just need to change the number on my account and email. Didn't think it would take all of this to get that done.
Business Response
Date: 03/02/2023
Hi *****************************,

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

Sincerely,

Microsoft Corporation.
Initial Complaint
Date:02/24/2023
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 attempted to renew my Minecraft Realms Subscription. After some unrelated issues, I find that Microsoft has charged my account TWICE for the subscription. Opening the game to check the status of my Subscription I was instructed to Renew my subscription still.
Business Response
Date: 03/03/2023
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: 03/03/2023

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:02/24/2023
Type:Sales and Advertising 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 offers a subscription to one of their software called Visual Studio (VS). It is advertised on there website that a free subscription to pluralsite.com comes along with an a subscription to VS Enterprise. See link. (This ad is on pluralsight.com but there is a direct link to this advertisement on the ************************ page).******************************************************************* I have a VS enterprise subscription through my work, so I contacted Microsoft and Pluralsight and they both told me that I fall under one of the stipulation, and sent me a link with a list of stipulations regarding licensing type. Ok fine, but why isn't any of that mentioned in the ad? Anyone seeing this ad with reasonably believe that all VS Enterprise license types are included since it is not mentioned ANYWHERE in the ad, no no mention anywhere on the VS benefits website where the link to the ad is provided. This is pretty clear false advertising.Microsoft is trying to tell me that this is not false advertising because it is clear it doesn't apply to my license type from the ad. That is a complete and blatant lie. I want my free subscription to Pluralsight.com as advertised, and now I want to for them to include the subscription for the rest of my team who also has a VS enterprise subscription
Business Response
Date: 03/06/2023
Dear ***************************** ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.Allow us to apologize for this issue ,since you are very important for us.

Nevertheless,The service request has been created for investigation # **********.We will monitor your support case through resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/23/2023
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.
1/2/2023: Called regarding my sons Xbox which had smoke w/ a burning odor coming out of the air vent during use. Service Request # ********** The next day an escalation representative requested that I upload photos. I was then asked to return the unit to the service center. The first prepaid box was shipped to an old address out of state. I contacted escalations and they corrected the address and sent me a new prepaid box to return my unit. I shipped my Xbox and it was received at the service center on 1/7/2023. On 2/17/2023 I seen an email stating that my unit was not repaired and that it was being returned to me. I contacted escalations to see what happened with my order and never received a response. I then received a notification stating that my device was delivered back to me. This time, my actual Xbox was shipped to the wrong address out of state instead of to me. Emailed escalations regarding this on 2/22/2023 and I have yet to hear anything. Given this has now turned into an even bigger issue, I contacted customer support via phone. The representative did the best he could given the resources he was provided with but I should have been able to immediately receive some sort of resolution and not have to wait another ***** hours just for an initial response. It is going on two months and I have received poor customer service, no update, my ********************** live Gold pass has expired even though I have not had the unit, and I am missing my entire console.
Business Response
Date: 02/28/2023
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your
Xbox repair order. 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: 03/03/2023

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:02/23/2023
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.
I sent in my Xbox Elite Series 2 Controller Serial# ************** on **/**/** due to intermittent issues with the stick. I received the controlled back on 1/6/23 wrapped in one piece of bubble wrap in a crushed shipping box with both thumbsticks, the directional pad, and the short back paddles missing. I contacted customer service immediately via phone and spent approximately 25 minutes. I called again on 1/16/23 to follow up, I was told the issue was already sent to the offline team for resolution. I never heard from anyone else. I called again on 2/7/23 and spent 45 minutes trying to resolve this issue as I was still having intermittent controller issues and was still missing my parts (I borrowed extra parts from a family member). I opened a new ticket due to the increased intermittent button issue. I was told to ship the controller in the original case in the original box. Today I received the controller back, again wrapped in one piece of bubble wrap in a cardboard box. I received a separate shipment with the case but did not receive my ***************** box. I still have not received my accessories. A representative told me today that the offline team already escalated it, but the only correspondence I received from the "offline" team was a person named ****** stating to reply if my issue is not resolved (and no other correspondence from her EVER) and ****** indicating a similar message. Both times I responded that the issue is NOT resolved and I need an update on my parts. This is THEFT!! And appears to be common practice with repair tickets for this particular device.
Business Response
Date: 03/03/2023
Dear *************************** ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. First really Allow us to apologize for this issue ,since you are very important for us.

Nevertheless,The service request has been created for investigation # ********* .We will monitor your support case through resolution.

We really appreciated the time you have taken to be in touch with us.

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

Complaint: 19457833

I am rejecting this response because:
I have been communicating with ******* today and she is insisting the items have been returned however they have not. I specifically listed the items that are still missing and ******* is not comprehending what I am explaining to her. Additionally her tone is extremely unprofessional.

Sincerely,

***************************
Business Response
Date: 03/10/2023
Dear *************************** ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issues.
Based on the service request# ********* we suggest keeping in contact with *******, if you are not happy with the resolution, so feel free to contact create a new case for another review by visiting Microsoft.com
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/16/2023

Complaint: 19457833

I am rejecting this response because:
Per representative ******* she cannot help me. It seems nonsensical that a multi billion dollar corporation can't find the funding somewhere to send me a packet of accessories($50 retail cost) for my controller that costs over $200.

Sincerely,
***************************
Business Response
Date: 03/27/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. We understand your frustration about the current issue and want to make it right, after investigating your case and understanding the resolution, we have decided to compensate you for all of your troubles with $50 USD credit to you Microsoft account.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 04/03/2023

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:02/23/2023
Type:Order 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 sent my son's controller in for repair. I have proof of delivery using the label provided by microsoft to the repair station. The XBOX support keeps advising the controller is lost and will send me another. The keep emailing and creating new cases everytime I call in and say the same thing. I asked them to please repair, replace or return my son's controller. I have wasted hours on the phone dealing with this matter.
Business Response
Date: 02/28/2023
Hi ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox controller issues.
After further review, we found an existing service request #********** and it is being investigated
We kindly suggest you wait for a response or ask for an update in regard to your case.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/06/2023

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 of the business corrects the problem. I have requested updates numerous times. Since BBB involvement the business has stopped responding altogether. I will give them the opportunity to correct the problem through the BBB as promised. The controller belongs to my 10 year old son and to lose it and then avoid responsibility is very disappointing from a company the size of Microsoft. I expect better.

Sincerely,

***************************
Initial Complaint
Date:02/23/2023
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.
I purchased a subscription on October 18, 2022 for Microsoft 365 in the amount of $76.98 ($69.99 plus tax) and have not been able to use it.I made a number of online requests for assistance and the responses I received were to go to a specific area and follow the instructions. I am not computer savvy with all of the terms used and on more than one occasion asked for someone to contact me via telephone providing times and dates I would be available. I had a Microsoft subscription about three years ago and asked if the old subscription had anything to do with my new one. I did not receive any reply to that question.After each inquiry about assistance, Microsoft sent messages asking if my inquiry was resolved and if not, what was the problem. This went on several times but I never received any assistance via telephone contact or a reason why my request was not handled via telephone.Since I never received assistance, on February 11, 2023, I asked that my Microsoft 365 subscription be cancelled and all or part of my payment be refunded. My subscription was cancelled on that date but I did not receive a refund. I went through the website and found an area where Microsoft support could help with and problems/questions about a refund. I spoke with a person on February 21, 2023 who stated I was not entitled to a refund because according to the company's terms/agreement, I did not request it within 30 days of the purchase of the subscription. I asked if there was someone else in another area to speak with and was told no and he was sending me a closure confirmation,I made many attempts within the first 30 days of purchase to get Microsoft 365 working properly for me and at no time did anyone say anything about no refunds after 30 days.I am very disappointed I did not receive the service for which I paid and Microsoft has my money for a whole year for something I cannot use. I believe I should be afforded at least a proration of the payment. .
Business Response
Date: 03/03/2023
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: 03/03/2023

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:02/23/2023
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.
1/25/23 ****** an online order placed with Microsoft Online Store(MS) on 1/25/23, for a Surface Pro 9 and several accessories, totaling $3343.08 Package delivered 1/27/23 approx. 5:40pm via **** Package had obviously been opened prior to delivery. Person attempted to tape it closed. Upon opening package, observed Surface Pro 9 was missing, all other accessories were there. Immediately called MS to notify and request replacement. Customer service(CS) opened claim, assigning #**********. Was told I should hear from them by following Wednesday 1/30/23 received email from MS requesting photos I had taken. Responded to email and attached photos 2/02/23 no update from MS. ****** followup call. CS stated the claim had not yet been escalated to the investigative team and it would take ***** days for investigation 2/12/23 no contact from MS, no contact from **** Tracking information(1ZY549V70387187692) from original shipment indicates inspection of the damaged contents and packaging was scheduled. Nobody contacted me to arrange it 2/16/23 no contact from MS or ****Tracking shows several activities by **** but none were completed as shown. All False. Contacted MS to complain. CS rep checked tracking and agreed it looked suspicious. Asked me to wait two days to get update.2/20/23 no contact from MS or **** Contacted MS and highlighted tracking activity that was false. CS rep asked me to contact *** directly. I declined as I was not the shipper. CS rep would call me back in 5 minutes. Time 12N. As of 5:45pm, no call from CS ************ MS again to complain. Asked to confirm if *** was coming in the morning as my wife was staying home for this reason. MS could not confirm 2/21/23, 2/22/23, 2/23/23 Wife stayed home, no *** driver arrived. Tracking shows several more attempts, no driver has come to house.MS **** not act until package is inspected and investigation completed, but will not resolve *** driver/ inspection issue even when made aware of it
Business Response
Date: 02/28/2023
Hi *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface delivery issues.
After further review, we found an existing service request.
We kindly suggest you wait for a response or ask for an update related to your case.
You can contact support for further assistance if needed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/01/2023

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, however, I will only wait 7 days for a complete resolution from Microsoft. I have waited for a month since I filed the initial claim with them and have been given nothing but confusing replies and excuses. As of 03/08/2023, if the case is not resolved a refund confirmed through my credit card company for the full amount of the transaction, accompanied by a return label for the accessories that were delivered, or a replacement device, I will consider the resolution unsatisfactory and request BBB support.
Sincerely,

***********************
Initial Complaint
Date:02/23/2023
Type:Customer Service 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 trying to contact Microsoft in **************** and only get a robotic voice.My personal email account is blocked and after trying to remember an old password,It will come up blocked after so many attempts.I need to speak to someone at Microsoft, a human to help me with this problem.I have done the verification process twice and goes back in a vicious circle! I cant use my PC or laptop and need to see my emails and paying for the account.I am beyond frustration. No one is helping me.All I want is to have a representative call me and guide me. I
Business Response
Date: 02/28/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your
Password reset. 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: 03/02/2023

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,

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

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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

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

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Microsoft is NOT a BBB Accredited Business.