Business Profile

Computer Software Developers

Microsoft

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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

5,192 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:12/01/2022
Type:Delivery 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 and Xbox through a third party called Klarna I gave them $300 initial payment and was to pay the rest in payments I never received my xbox. ***** said they delivered it they delivered the wrong box to the wrong address Microsoft found this to be true sent me another Xbox that Xbox never got delivered either and Microsoft is not refunding nor sending another Xbox and I still have to pay the third party. We called ***** they said Microsoft never put a request to investigate if it was delivered the second time Microsoft said they see where it says ***** tracking says delivered so they say it was delivered. I never received a tracking notification for the second delivery or anything. I would like refunded at this point.
Business Response
Date: 12/08/2022

Hi ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Order delivery issues.

We have found you had a previous service request **********

Hi ***,

Thanks for working with Microsoft Store Support. This is regarding your purchased under the order number: ********** for the Xbox **************** Our team performed an investigation with the courier. Unfortunately,the investigation has been closed with proof of delivery. We will not be able to proceed with the request either for a refund nor a replacement on this order. I apologized for this. You may communicate with your financial institution regarding this transaction and you may file a police report with local law enforcement if you think it was stolen.

Thanks again,

**********
Microsoft Store Support

Your support request number is ********** if you need it.
For future assistance please visit Microsoft.com
We are sorry if this is not the response you were looking for.

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 12/08/2022

Complaint: 18512019

I am rejecting this response because:
I called the courier and they said you didnt file anything
for the second package so they never did any investigation into if it was delivered to the correct
location ***** said to call the Microsoft and tell them to call ***** to request them to do an investigation
so its a lot of back and forth.
Sincerly,
*********************
Business Response
Date: 12/15/2022

Hi ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Order delivery issues.

We have found you had a previous service request 7008032696
We suggest you get in touch with the agent who handled your case , you can re-open the case for investigation by replying to the last email you received from him.
Sincerely
Microsoft Corporation.
Initial Complaint
Date:12/01/2022
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.
At Nov. 17, I purchased a Xbox Series X on Microsoft Store for $499. They currently have a price promise that says "Starting October 3, 2022, if we lower the price on a product you bought from us between October 3, 2022 and January 2, 2023, well refund the difference. ". At Nov. 25, I saw Microsoft Store at Instagram selling same it for $399, so I took a screenshot and contacted **************** at **********************, but they refused to do the price adjustment.
Business Response
Date: 12/09/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox purchase and price adjustment. 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 7010636048.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/02/2023

Complaint: 18510165

I am rejecting this response because:
The cs said Microsoft Store on Instagram is a different company, this is not true, actually those two are same store.

Sincerely,

*********************
Business Response
Date: 01/17/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. As the agent mentioned the Instagram store is not the same as the official Xbox store ******************************************************************************************.

The Microsoft Online Store Promise is only valid for items that have dropped in price on the Microsoft Online Store, not for outside markets.

We sincerely apologize for the inconveniences you have experienced so far.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/24/2023

Complaint: 18510165

I am rejecting this response because: Instagram Microsoft Store actually same store as the Microsoft Store. This rejection is unreasonable.

Sincerely,

*********************
Initial Complaint
Date:12/01/2022
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 need to cancel my account but Im locked out of it and I cant verify because the phone number on the account is my old number. And Ive tried to verify through the online process by giving information but I keep getting emails from Microsoft saying I didnt give enough information! Ive tried everything and *** even called multiple numbers trying to talk to someone but all the dang robot does is tell me to fill out the online verification form which Ive already tried a thousand times and it wont work! Im getting fed up! Every thing I try says to sign in to get someone from Microsoft to call me, WELL I CANT SIGN IN ITS LOCKED! I know my email account username, my Xbox live gamer tag, AND MY DANG PASSWORD but it wont let me in all because I cant verify the account because I have a new cell phone number thats not on file !!!!!
Business Response
Date: 12/06/2022
Dear ************************* !

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. Furthermore, we have reached out to our specialized team for this issue, on your behalf and we have requested they contact you to assist with your complaint as soon as possible.

Service request 7010545017 has been created for this case.

Meanwhile, We will continue monitoring your complaint until get a satisfactory resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/01/2022
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 went to Microsoft, before the Warranty expired, this is how the communications were:10/28/2021, I complained for having the Software with problems, they gave me a case # ********** 01/11/2021, they gave me support to transfer my data to the new cell phone they sent me, case# ********** The same day, a person named ***** called me to see if the cell phone was working, I told her, we'll see, I don't trust her.11/19/2021, they called me to close the case # **********, they were interested in closing the case.3/21/2022, Faced with another problem with the software, I called for help, the same person named ***** returned my call, so that since they helped me, I told her, the problem is that Microsoft does NOT have experience in cell phones and they launched the market this new product without knowing what could come. They did not give me any more answer than to change again for another cell phone but I did not want to, because they DO NOT work well. However I told them, you released another Surface Duo 2 model but they told me that they could NOT give me the new version.5/13/2022, at my request, a person named ******* called me, to offer me another cell phone, the same one that I have Surface Duo but used in good condition, I said NO, how is it possible that they offer me something used and rebuilt by the factory. ?? It means that they have had several returns, you repair them and offer them. It does NOT seem ethical to me, the correct thing would be for them to give me the new version Surface Duo 2, but they did NOT accept my request. I told him, you let time pass with the intention that the Warranty expires, ******* told me that the Warranty would remain in force until the case is resolved, he offered me a used cell phone with a rebuilt Warranty, I said NO, they better give me a Tablet and matter resolved, he told me that he would consult him, but then after days of waiting he told me that it was NOT possible to give me a new version of Surface Duo 2 nor a Tablet. Case number ********** 7/25/2022, they offered me another cell phone similar to the one I have but used, since it was not possible to give me the new Surface Duo 2 version. I told them, no, that they preferred to wait for another cell phone like my Surface Duo model but new, case # **********.9/6/2022, I emailed *******, but he didn't reply back.
Business Response
Date: 12/08/2022
Dear ********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Warranty issues. 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 7010613426.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/16/2022
Dear ***'s

Regarding the responses from Microsoft, I must inform them that they have written to me but without giving me a solution in this regard. In their messages, they apologize that there are NO longer cell phones available and that the only alternative they can give me is a refurbished cell phone, which I do not accept under any circumstances, I bought a new device and I do not have to receive a used one, it is not guarantee that it will work well, taking into account that the new ones already have problems.

On 12/14 a person named ************, who is the one who sees my case at Microsoft, writes to me, again apologizing that my claim can NOT be attended due to lack of stock, to which I replied: On the Amazon website and **** there are several Surface Duo and Surface Duo 2 cell phones available, so I suggest you buy there and send it to me.

After this communication via email they no longer responded to me. What Microsoft does is delay time, like when they did it months ago with me to NOT cover the warranty with false promises which helped them buy time and never again call me for a solution.

I haven't asked you for money, I just ask you to send me a new device, that's all.

Sincerely
*********************
Business Response
Date: 01/09/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. As mentioned by our agent there are no new Surface Duo 2 phones on stock, only the refurbished devices, that are certified by Microsoft, All Microsoft Certified Refurbished Devices come with a one-year manufacturers limited hardware warranty* - More information here:

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

As for the Devices you see on Amazon and **** this come ether from 3rd party retailers or individuals selling their Surface, please try and contact once again our agent, if you do not receive a reply, please notify us to open a new case number with all the information you have provided until now.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/26/2023

Complaint: 18443052

I am rejecting this response because:

Hello There.
I have received your email closing this case, I do not agree, Microsoft does NOT offer me any solution, only what is convenient for them, give me a second-hand computer. At the same time they give me "proposals" to enter a very complicated link to make an order, order of what.?? I only ask for the replacement of the Surface Duo 2 cell phone or that they give me another solution. They cannot close this case, Microsoft must comply with my claims, they have intentionally let the time pass for the Warranty to expire, now what do I do??

Sincerely
*********************
Ph: ***********

Sent from Mail for Windows

Sincerely,

********************
Initial Complaint
Date:12/01/2022
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 recently purchased a game on Xbox one. Within 30 mins of playing it had loading problems and kept crashing. I requested a refund, the refund was process and they took the game away. I get an email saying its processed and I should have my money shortly, never got my money. I call Microsoft and the agent is extremely rude, unhelpful and lied. I wanted to speak with a supervisor and he said shes not available shes in a meeting. But, yet he told me what the supervisor told him to tell me. HOW ???? If shes in a meeting. This is not the first time Microsoft has kept their customers money. I asked to restore the game until I get my money and they refused. They refused to help me at all and now saying it could be 7 days. But the email said SHORTLY not **** business days. If I dont have the game I need my money and after this I will never in my life do business wit Microsoft ever again, I will never use their products again. No other company treats their loyal customers of over TEN YEARS this and.
Business Response
Date: 12/08/2022
Hi Amber,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox game issues and refund request.
We have reviewed the account ************************ and could find the order ********** as to WWE game was refunded.
Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.
For future assistance please visit Microsoft.com

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 12/10/2022

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:12/01/2022
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.
Purchased pair of headphones on Amazon Jan 29 2022 with Microsoft warranty of 1 year. They failed after 7months. Ive contacted Microsoft and spend hours on hold and discussions without any resolution. I was suggested to contact Amazon for warranty but Amazon says contact Microsoft.
Business Response
Date: 12/08/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Warranty issues. 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 7010614069.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/08/2022

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:11/30/2022
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.
For the last four years Microsoft has deducted $90.00 every six months for Microsoft office I downloaded while in college. I called customer service and requested a cancelation of my subscription because the computer I used to download the software was no longer functional. It was a special offer to get the discount subscription through a college I was no longer attending. **************** asked for my email, which was linked to my old college, to pull my records and send me the link. I explained it was no longer accessible. I suggested askin my bank to stop the payments. They said they could handle it whichba screen shot from my bank account showing payment. I gave them the information. This tug of war has continued for the last 4 years. I can't get customer service to give straight answers. They disconnect calls frequently when I'm asked to hold or I'm on hold for long periods of time. I just want the subscription canceled they should be able to locate my subscription using my name or phone number as a reference. I was a student who could not use the service and wanted to cancel. Microsoft has made it utterly impossible to get out of the reoccurring charge to my account. Most companies with subscriptions service will provide a phone number to cancel and I spent numerous hours calling different numbers and participants in live chats. This is a broken system for the consumer. I have tried for the last 4 years with no resolve. My bank says I have to dispute with the company. I respectfully request a refund of $90.00 deducted every sux months for the last 4 years. ($720.00)They can clearly see I have no accessed or used the service. It would be nice if this very large company could invest in a better customer service system that provides solutions and not loop holes to jump through. It's frustrating. As soon as I think it's resolved I'm dinged with yet another unsuspecting charge.
Business Response
Date: 12/05/2022
Dear Klarc Value,
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 7010524496.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/30/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have recently been hacked on Microsoft word and all my sensitive information is in my hotmail account. I have endlessly attempt to access my account and its been very hard to get a hold of customer service! My account has been hacked for a year now and Ive been attempting since then! I need access to my account, my entire life is in that account.
Business Response
Date: 12/07/2022
Hello ******** ,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your compromised account 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 7010582346

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 12/07/2022

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,

Laeticia Usungu
Initial Complaint
Date:11/30/2022
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 Studios is the software publisher of free games like Solitaire and JigSaw Puzzle. Attached are pornographic advertising that are rotating within the game(s) in the free-version. This is offensive to me and more importantly to children who play the games online. I contacted MS ********* support and their answer / solution was to upgrade to the Premium version (paid subscriptions) so avoid such ads. I am registering this complaint as such advertising is probably insulting to others like myself.
Business Response
Date: 12/07/2022
****************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your solitaire game incident. We are sorry to hear that , from our end we have reported it, we also suggest you this link to reset the game and avoid those ads.
You can find some suggestion at https://answers.microsoft.com/en-us/xbox/forum/all/issue-with-microsoft-solitaire-collection/824b45a9-9192-4ffd-80d7-754ade35702b

Clean cookies and cache from your browser that *** help as well.
For future incidents, feel free to visit Microsoft.com
Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/30/2022
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.
This is my 2nd complaint against Microsoft (MS). I first contacted the BBB on 10/24/2022 (BBB Complaint ID ********* concerning MSs double billing for MS365 in 2021 (on 9/1 and 10/14) and again in 2022 (on 9/1 and 10/14), a total of 4 bills for $99.99 each. After talking with a MS rep, I reported satisfaction to BBB with the resolution I thought I had received: rebate of $99.99 for the 2nd charge for this current years charge only . NEW PROBLEM: I am now receiving notifications that my MS365 service will soon be discontinued. I have attempted to contact a person at MS, but there are no longer contacts with a representative. I have tried to use the online automated service, but it does not work for the problem I have.
Business Response
Date: 12/06/2022
Dear ***************************** !

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue . Nevertheless , allow us to apologize for this matter ,furthermore, I have reached out to our specialized collaborators , team for this issue, on your behalf and we have requested they contact you to assist with your complaint as soon as possible.

Meanwhile,We will continue monitoring your complaint until get a satisfactory resolution.
Service request 7010548787 has been created for this case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/08/2022

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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