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

5,246 total complaints in the last 3 years.
2,074 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:02/10/2023
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 had purchased an xbox series S on 1/14/2023, and this issue has dragged on for almost a whole month now. The order shows as "delivered" on 1/16/2023, however the actual package was nowhere to be seen. I contacted NUMEROUS times about the issue to no avail, and was told the refund would be processed... issue was escalated... problem was being handled with "top priority". obviously not. Im just sick and tired of this situation at this point. I have gotten absolutely no resolution from microsoft regarding this, and thats very frustrating. The first time I contacted I was told this: "There you have it. I already filed it please wait for an update via email within 24 to 72 hours and the refund. Refund will be credited to your card that was used when you purchased this Xbox series s." All I want was what was promised. Order number: **********
Business Response
Date: 02/17/2023
Hi *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox delivery 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 701331508

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:02/10/2023
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 without announcing me charge me for Microsoft officer 365 subscription, after one other trying I can reach Microsoft agent she canceled subscription and promised to refund my money but she did not refund the money. from October till now Microsoft have my money and also subscibtion also canceled which I am not able to use it, its hard to reach microsoft agent, after hours trying when I reach to one agent put me on hold for 8 hours and then tell me I can not help you. Microsoft offer 2 number to their customer but when you call voice machine told go to the help.microsoft.com when I went there there is one option to reach the age which is chat, I open chat window but nobody there to help me. as microsoft canceled the subscription I want to refund my money.
Business Response
Date: 02/20/2023
Dear ****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Subscription issue. Normally when requesting a subscription cancel a refund is issued automatically, this refund normally takes from 3 30 natural days to be reflected on your account, with this said please contact you financial institution as this issue may be a hold on your funds, if not, please contact us again through the BBB portal so we can open an investigation on your behalf.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:02/10/2023
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.
1.I have Microsoft 10 and tried to install the **** REPORT FEATURE, it response back with I DO NOT HAVE OUTLOOK: which I use daily.2.I attempted to add my ***** mobile Phone which was just purchased: MICROSOFT isnt allowing me to add a link to install this feature to protect my ***** Phone? ************** Support has been e-mailed months ago on these issues and fails to respond.
Business Response
Date: 02/20/2023
Dear Mr *************************** 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
Customer Answer
Date: 03/07/2024
The issue is still not resolved. Now I lost my inbox e-mails and my ****** printer is still stating *** set by ******** from Microsoft from the past which she set and still has not been renamed backed to *** as it was. We need to schedule a date and time to GET THIS DONE

Business Response
Date: 03/19/2024
Dear *****************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/20/2024
Hi *******, I have a date and time scheduled with Microsoft to hopefully correct this outstanding issue for good. Microsoft told me original that they keep the ticket open for 30 days after the original complaint was worked on, but they do not causing a customer to open another ******************** complaint. Thank you for your time and patients.
Customer Answer
Date: 04/05/2024
Microsoft is still working on issues so please keep this complaint open until I inform youre the issue has been fixed.2/9/24 they will be trying to correct the issue,

Sincerely,

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

Business Response
Date: 04/08/2024
Dear ******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ****** has been working with you on this issue. Please continue cooperating with our agent so we can reach a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/09/2023
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 paid $1200 for the Xbox series x halo edition from ******** I also bought multiple games, and a year of Xbox live. I let a child borrow my console, and when I got it back, Microsoft put an entire console ban on my Xbox. My $1100 Xbox is now a paperweight. I paid for this console, and you digitally made it unusable now. This is wrong. I want my money back of the console ban lifted.
Business Response
Date: 02/17/2023
Dear *******************************,

If you would like to appeal the suspension, you can submit a case review. Submitting a case review is easy,and can be accomplished following these steps:
Sign in to enforcement.xbox.com with the account that received the enforcement action and select the large box with an orange hammer icon.
Find the enforcement action that you wish to have reviewed and select Apply for Review.
Read the Case Review Terms of Use and agree by selecting the checkbox and selecting Agree.
If you are already eligible for a Case Review, select the green arrow icon. If you are not yet eligible, you will be presented with a short questionnaire. These questions help gauge your understanding of the Code of Conduct and associated policies. Upon successful completion of the questionnaire, select the green arrow icon.
Provide any details (up to 500 characters) regarding the enforcement action that *** help the Enforcement Team conduct a more complete investigation. This *** include context around the activity or content that received enforcement, information about your game activity, or any other facts that you believe are worth noting. When complete, select Submit.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/17/2023

Complaint: 19378878

I am rejecting this response because:
There is no button because there is nothing on the account to review. I don't believe you read what I wrote as a console ban cannot be reviewed according to your employees that spoke with me on the phone. I purchased the product, and you turned it into a brick and said I'd have to buy a new one. That is a very unfair business practice. I want my console unblocked, a refund of my $1200 +the games that I purchased, or a new halo edition console sent to me.
Sincerely,

*******************************
Business Response
Date: 02/24/2023
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox console ban. 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:02/09/2023
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 purchased an XBOX on December 30th. ORDER #December 30, 2022 | Order number ********** paid by *****. After not receiving the package and several delayed messages I reached out to ***** finding out the address was incorrect. ***** said I must contact the sender to change the address. I contacted the Microsoft on 1/10 asked to correct the address to have the XBOX delivered it was told to me that they would have to send it back to Microsoft and then sent back. I asked to pick up the Xbox from the ***** location in ********** **** where the XBOX had been for several days. The XBOX was returned and delivered back to Microsoft on 1/17 but no refund was issued (case #**********) I contacted Microsoft on 1/28 after not receiving the refund and they escalated the claim and stated it should be refunded within 10 days. I contacted Microsoft again on 2/9 to be told that I would not receive a refund as it was investigated as fraud. Case # ********** ASpoke to ********* and supervisor **** whom told me that her supervisor was not receiving calls and there was no one else I could speak to and **************** or whomever else could help me. How could it be fraud when Microsoft has the product returned to them on 1/17 and they have confirmed delivery in addition my money. My mother purchased another XBOX on 1/10 in which the agent overnighted the XBOX since we had this issue with the first one (same agent that retuned the product to Microsoft). As no one from Microsoft had contacted me about the address issue and we had to reach out. Second XBOX purchased on January 10, 2023 | Order number ********** - paid by **** of America
Business Response
Date: 02/17/2023
Hi *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox delivery issues.After further review on your account, we found you have a previous service request 7010981312
In which you require to provide the information requested for assistance.
Please reach out to the owner of your case for assistance or updates.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/21/2023

Complaint: 19379024

I am rejecting this response because: I have had to file a dispute with my bank due to the Microsoft support and escalation team not thoroughly looking into the situation. Their response was to file a dispute with the bank although they could see the account, the return and the purchase on their end.

Sincerely,

*********************
Business Response
Date: 03/01/2023
Hi *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox delivery issues. After further review on your account, and as indicated in our previous message, we found you have a previous service request 7010981312.
In which you require to provide the information requested for assistance.
Please reach out to the owner of your case for assistance or updates.
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:02/09/2023
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.
The Microsoft Surface Go has a memory expansion slot and 64GB of memory. The Surface Go also has an option to install applications on "other" drives. I am unable to install Microsoft Office 365 on an expanded drive on the Microsoft Surface GO. 64GB is not sufficient space to use multiple software applications. Microsoft does not allow the use of the software applications on expandable sources. A Microsoft software product is not working on a Microsoft hardware product. That seems fraudulent to **** tried to contact Microsoft through the Microsoft website and was called while I was on the phone. I returned the Microsoft call and got a machine. The machine hung up on me once, I got a person the second time (that sounded like they were fumbling with a mic/headset) that hung up on me (I never spoke a word to them), then further phone calls directed me to the website that was of no help in the beginning.Here I am over an hour later feeling like I have no other recourse than the BBB. It's an unacceptable business practice to block the number of a paying customer.
Business Response
Date: 02/17/2023
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
Customer Answer
Date: 02/17/2023

Complaint: 19374676

I am rejecting this response because there are no details about a resolution. I have received a second email from Microsoft (see attached) informing I will be contacted. I still have not gotten in contact with Microsoft from the original request sent through the Microsoft website on 9 Feb (see attached).

Sincerely,
*************************
Business Response
Date: 02/24/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. 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 has been closed.

Considering this information, we will be closing this complaint. In case you need further assistance, you can reject this response.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/02/2023

Complaint: 19374676

I am rejecting this response because below are two emails I sent with no reply.

*****,

You initially welcomed the opportunity to assist, but it has been over a week and a half since your first and only email to me; and a week since my last email to you. Facilitating a resolution is more than passing me to a technician that was unable to resolve the problem with the computer and misleading advertisement.

You stated my time was valuable, but your actions of not responding to my previous email, sent at the beginning of your work week, does not show a value of my time. I asked what specifications you were looking for and have yet to receive a response. I'm looking forward to your response about what specifications you are looking for and your take on how Microsoft advertised the Surface Go 2 storage.

Respectfully,
*******************

On Tue, Feb 21, 2023, 20:08 ************************* <*********************> wrote:
*****,

I worked with ****** (Microsoft tech support) tonight. When 365 is installed, OneDrive must be disconnected. OneDrive is another Microsoft product. I am trying to use the Microsoft products that were preloaded on my computer that is a Microsoft product. The Microsoft website implies that I am able to expand memory using OneDrive, an SD card, and a USB drive; however that is not the case. The storage section even mentions that the computer is preloaded with software for use. I am unable to use or install all of the software that was preloaded on the computer for use. I bought the Surface Go 2 64 GB with the understanding the memory could be expanded; based on mention that the Microsoft preloaded software takes up space, but no mention that the software is not able to be run from the expanded memory (see attached). If unable to see attached, it is a snip from the Microsoft website ************************************************************************************************************************************************;

Not being able to use the OneDrive and Microsoft OS on the extended memory may be considered false advertising based on the specifications listed in the attached screenshot from the Microsoft website. I am not a lawyer or some dude out to make a ton of money off a corporation. I actually like Microsoft. I only want the ability to use my computer software for the computer's and software's intended use. The Surface Go 2 64 GB is not capable of that process; not based on what the specifications on the Microsoft website say, but based on actual computer performance.

Again, I am not looking for tort, only a computer that works. I would be willing to pay the difference for a 128 GB Go and return this 64 GB Go in a prepackaged box sent with the 128 GB Go.

My feedback for Microsoft is to;

Get rid of the 64 GB Go or;
Allow software to run on the expanded drive or;
Have a disclaimer that tells consumers Microsoft Software is only able to be run on a computer's main hard drive and not extended hard drives.

Respectfully,
*******************

*************************
Initial Complaint
Date:02/09/2023
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.
For the last 6 MONTHS OR MORE I have been charged MONTHLY for services not used or warranted not having my permission. IAM LOCKED OUT of the account and do not have the phone number or email associated to even gain access to the said account. I demand a refund for the 6 MONTHS I have been charged monthly and all affiliated accounts with Microsoft CANCELLED PERMANENTLY!
Business Response
Date: 02/21/2023

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:02/09/2023
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.
A custom xbox controller was ordered from the Xbox design lab through Microsoft. The controller was shipped, but not delivered. In checking all of the tracking, the package went to the xbox design labs warehouse. We have reached out multiple times. It took a very long call with even employees having issues with other employees willing to do their job. Finally a wonderful employee got me to someone to help. I was told an investigation needed to be done. I had to send them info and I would hear back once they investigate. I sent everything in. I then get multiple emails from different people. I received a second email giving me a list of what they needed, I told them I sent it back. Again I was receiving emails from different people and also got one saying if everything was settled they would close the case. Nothing happened? So I replied to say no it was resolved and then I got an email saying it was closed. I replied a few times with no response. I am now sitting with no controller and also no refund. They signed for the controller to get it back....that's like stealing...
Business Response
Date: 02/17/2023
Hi *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox delivery issues.After further review on your account ********************, we found you have a previous service request 7010981312
In which you require to provide the information requested for assistance.
Please reach out to the owner of your case for assistance or updates.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/19/2023

Complaint: 19373365

I am rejecting this response because: I have reached out to them MULTIPLE times with no response. That is how I got here. I sent in all of the information they asked for twice, again with no response. I had emails from someone named ****. I have reached out to *** several times and got no email back.

Sincerely,

***************************
Business Response
Date: 02/24/2023
Hi *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox delivery issues.
We created a new Service Request **********for assistance.

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.
Someone finally reached out to me, placed a new order, and I just received the order today. Thank you to the people who helped out from the point I reached out to BB for a solution.

Sincerely,

***************************
Initial Complaint
Date:02/09/2023
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 outlook email is locked (for no reason) and they blocked me from changing my password. I have filled out their form to try to recover an account ( multiple times) and I answered every question and I know with 100% certainty that the answers were correct, but they keep denying me. I have chatted with multiple chat support people and they just keep sending me different articles that are on the website that I could've found myself. I have done everything Microsoft has told me, but they still won't unlock my account. They refuse to actually help me and are making it impossible to get into my email.
Business Response
Date: 02/17/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account access. 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:02/09/2023
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.
This is in regard to Microsoft Advertising Manager account G145007BRU, and Service Request: **********. My account was wrongfully suspended and ultimately closed without the option for appeal for allegedly violating Microsoft Advertising policies. I do not believe an actual human looked into my account and Microsoft blatantly lies regarding their appeals process I will be submitting another complaint and requesting an investigation into Microsoft Ads with the Attory Gerenals of both states of Washington and ******* because I was not granted the right to appeal. The only thing that I can think of that *** have risen a red flag was that I live in ****** while my business is established in *******, but I do not deem that as "high risk". Also, I did have a Microsoft ads account years ago but not under a business name, but under my person. The email I believed it to be under came back as no account connected, so I can only assume that the account was closed and deleted due to zero activity, but that also should not be deemed as "high risk", as I have no access to that old account. I am more than happy to continue spending money and expanding my ads with ****** Ads, but I wanted to open up my audience to those that do not use ******.
Business Response
Date: 02/17/2023
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: 02/22/2023

Complaint: 19372726

I am rejecting this response because: I was reached out to, and was emailed 4 times to provide my login email and I replied all four times, then receive an email stating I never replied. I have attached my email responses.
Sincerely,

******************
Business Response
Date: 03/03/2023
Dear ******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted another 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 **********. Please allow between 3 to 5 business days for an agent to contact you.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/09/2023

Complaint: 19372726

I am rejecting this response because: Microsoft Ads in current in violation of its own terms of service which clearly states that I am able to submit an appeal and no one has contacted to to properly submit the appeal and provide supporting documentation.

Sincerely,

******************
Business Response
Date: 03/16/2023
Dear ******************,
Thanks for getting back to us regarding your grievance. Upon checking our support cases, we were able to confirm our ADS team conducted a thorough review of the situation and determined the suspension will remain active. We understand this is not the resolution you hoped for, but we stand by our teams' resolution.
Considering this information, we will proceed to close this complaint and won't be answering any other matters regarding this case.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/23/2023

Complaint: 19372726

I am rejecting this response because: No information was provided, nor, was I able to appeal which is in direct violation to your own polices.

Sincerely,

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

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