Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  Microsoft

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

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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:11/07/2022

  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.

  **** POOR CUSTOMER SERVICE! I literally am in a "free month period" under a business account and cant even get in contact or speak with someone who has common sense. As of about an hour ago, I wasn't able to log into Microsoft Project, and just to be clear I don't know why Microsoft has phone numbers available which serve ZERO purpose besides ******* people off! The *** is not programmed correctly, and therefore you have to sit on the phone screaming because the *** doesn't understand common sense request. And to make matters worse, the *** is programmed to recognize "advocate" instead of "agent. Needless to say, it doesn't matter what you say into the microphone on your phone the only thing the automated system will say "support has moved online" which is completely insanity. At this rate I will never get support for a common sense problem that is out of my control. One minute I was able to log into Microsoft Project and the next minute I cant, even after I reset my password. The website processes as though it is loading and then produces an error message (i.e. "cant log in, please try again". When this was reported to an agent online, of course they couldn't provide me with viable solutions because they are operating off a script only has 4 solutions and common sense isn't one of them! The agent even recommended logging in an attempting to change a setting under "user permissions" which doesnt make sense considering I wasnt able to login?! How stupid can you be?! Microsoft has great products but trash customer service and it has to get better! (Support Case#: **********)

  Business Response

  Date: 11/15/2022

  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 again to investigate this matter and work with you directly toward a resolution. Your new case number is 7009848204.

  We will monitor your support case through resolution.
  
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18371786
  
  I am rejecting this response because: Microsoft opened a case for me, sent an email response stating a senior advocate would reach out and no one did! My problem was not resolved and no one from Microsoft contacted me and yet as of a few minutes the support case that was opened has now been closed. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/05/2022

  
  Hello ******
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your business account  incident.
  
  We have since you have an ongoing case open Service Request.
  
  Please reply to the representative he sent an email but has not received any response
  
  Sincerely
  Microsoft Corporation 

• Initial Complaint

  Date:11/07/2022

  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.

  On October 2, 2022, I purchased a Microsoft Surface Go 2 from ****************** in ********, ** through marketplace facilitator ***** The Surface Go 2 was listed in Brand New condition, which is stated in the listing as well as on the receipt. Upon receiving the device, it was in fact unopened and in brand new condition. Following initial system setup, it was determined that the warranty expired in 2021 as this was an old stock, however brand new device. The device was purchased in part based on having a 1-Year warranty supported by Microsoft. I first contacted Microsoft on October 7, 2022. The agent asked me to upload a receipt and the warranty would be validated. On October 10, 2022, I reached out to Microsoft via email to request an update. I received a response on October 11, 2022, advising that my issue was being escalated to Tier 2. Microsoft then stated that I would need to provide a receipt from the retailer and not from ***** On October 18, 2022, I emailed a copy of the retailers receipt to Microsoft. On October 20, 2022, I was asked by an agent to upload the receipt through Microsofts document portal. On the following days, I attempted to upload the document through various browsers and computers with no success, and contacted support again on October 25, 2022 via email. After several days, I did not receive any further responses from Microsoft. On November 4, 2022, I opened a new case and was told it would get updated with the included documentation. On November 5, 2022 I received an email denying my request. On November 7, 2022, I called in to Microsoft to dispute based on the policy on their website. The representative advised that Microsoft will not validate a warranty from a third party yet their website states that they will. I asked to have the case escalated and was declined, and was told to speak with the Microsoft Store or to contact **** regarding their return process. The agent stated That (warranty) would be a big no from us.

  Business Response

  Date: 11/14/2022

  Hello *****************************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your warranty 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 7009808430
  
  Sincerely, 
  Microsoft Corporation.

  
  

• Initial Complaint

  Date:11/07/2022

  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.

  I have two Microsoft email accounts; ************************* and **************************** Both were hacked, my personal information being used and I have tried for 5 weeks to close both and Microsoft us blocking. I believe the hack, account change, was done by Microsoft employees and that is why Microsoft is hiding and will not give me access to my accounts. The financial loss and harm to me and many others by not allowing me to close the accounts is significant.

  Business Response

  Date: 11/14/2022

  Hi *******************************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your compromised account incident.

  A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly.

  Your new Service Request is 7009808764
  
  Sincerely, 
  Microsoft Corporation.

• Initial Complaint

  Date:11/07/2022

  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.

  I filed a complaint previously. I had an email from BBB telling me that Microsoft was going to refund my money, for a purchase I didn't make (Microsoft 365). I don't have the email anymore. They apparently disappear after 30 days. It said the refund would take **** days to appear in my bank account. It has been well over 30 days, and still no refund.

  Business Response

  Date: 11/11/2022

  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 7009730223.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 11/15/2022

   
  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, if they follow through.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/07/2022

  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.

  Each time Microsoft has updated its software on my business laptop, my system fails to reboot displaying "no bootable drives found". Both times, I've had to reinstall windows and I've lost all of my information! This has cost me a lot of money and I'm tired of paying for something that is caused by Microsoft.

  Business Response

  Date: 11/11/2022

  Dear  *********************** !
  
  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft issue Xbox. Nevertheless, we have reached out to our specialized team for this issue, on your behalf and have requested they contact you to assist with your complaint # 7009728683.
  
  
  Meanwhile,We will continue monitoring your complaint through resolution.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:11/07/2022

  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.

  This scum company did something to block my internet after complaining on the app my internet is disrupt not my internet but the web server is blocking my usage. They are crooks and very controlling! I want to spread the words to be careful in support to them. More over also ****** which has no moral and will follow a complaint after this. My internet runs at 500mb

  Business Response

  Date: 11/11/2022

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Please If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.

  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:11/06/2022

  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.

  Our previous complaint ******** was NOT resolved to our satisfaction. Micro Soft's neglect to honor our Guardianship Court Orders which give us legal authority to act on our incapacitated adult son's behalf may result in the physical harm and/or emotional harm of our endangered/incapacitated adult son. Their resolution was to set up a family account. We reviewed the family account and it requires an invite and then an approval from our son, *******, on his end. The suspected secret gift cards (Xbox, Roblox and etc) funds are meant to be kept secret on the "givers" end which leads us to believe the gifts card may be part of "grooming" of an incapacitated adult. Microsoft has NOT shown that the will honor our Legal Guardianship Court Orders. We are requesting access to our son's account in order to assess what funds have already been given and to monitor any future funds as they are received. We are enclosing the official Court Order of Protection which may NOT have been uploaded correctly with our first complaint. We dealt with *** at Micro Soft. We requested to speak to a supervisor and we were denied. When we inquired about having law enforcement submit a subpoena for transaction records, *** stated they would NOT honor it. Micro Soft is the only company we have dealt with that will NOT honor our legal authority documents to keep our son safe. The Sheriff's incident report which was attached in our first complaint, supports the seriousness of the current situation. We have already consulted with our attorney. We have the absolute right to have our request honored.

  Business Response

  Date: 11/15/2022

  Dear ***************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Issue. 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 7009838911.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:11/06/2022

  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.

  Microsoft keeps putting a "OneDrive" folder in my local disk. No matter how many times I delete it, it comes back. I do NOT have the onedrive cloud on my computer, so I don't know what Microsoft keeps suddenly doing this. I want it OFF. Their online support has been sending me unhelpful articles and I have had it!

  Business Response

  Date: 11/11/2022

  Dear **** Az
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft issue Xbox. Nevertheless, we have reached out to our specialized team for this issue, on your behalf and have requested they contact you to assist with your complaint # ********** 
  
  
  Meanwhile,We will continue monitoring your complaint through resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 11/13/2022

   
  Complaint: 18366204
  
  I am rejecting this response because:  Who said anything about xbox? I don't even know what that is.
  
  Sincerely,
  
  **** Az

  Business Response

  Date: 11/22/2022

  Dear  **** Z
  

  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund request. It has been a tremendous joy and privilege to be providing you  with follow up , until get his issue fixed, , however , I will continue working with a resolution for this matter.

  
  I do apologize that I am unable to assist further so far, however, we will continue investigating the case.

  
  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: 12/03/2022

   
  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,
  
  **** Az

• Initial Complaint

  Date:11/06/2022

  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.

  Approximately 6 years ago, I called Xbox Live to cancel the charges on my ***** as I no longer wanted the service. The call went fine, and I was assured my account had been cancelled.About 4 years ago, I noticed that Xbox Live had still been charging me 80$ on a yearly basis and so the account had indeed not been cancelled, and the charges kept appearing. Now, I called Xbox live several times about this, and they were never able to resolve my issue. I spend hours on hold, and on the phone with several clerks who could not solve the issue, as they could not find the account the credit card was attached to, and therefore could not refund or even find the account that was being charged. It was such a pain to deal with them that I instead got a new credit card, hoping that would solve the problem yet, despite that the charges kept appearing! Because I couldn't get results, it became almost easier to simply pay 80$ yearly rather than try to deal with them.About six months ago, I decided enough was enough, that I would no longer take no for an answer. I managed to speak to a manager several times, and they were never able to provide a solution to what I believe is an incredibly simple problem, or even put me on the phone with someone who can. I was even hung up on by one of these 'managers' after having spent over two hours on the phone with Xbox to get the problem rectified (which also means I did not get any sort of confirmation number to trace the call). I was told that I needed to contact the bank to solve the problem, that there was nothing they could do.I went to the bank to attempt to get the charges blocked, however they told me that because these charges are beyond the 3 month contestable period, that there is nothing they can do either, and that I should contact the merchant.This has been an absolutely infuriating waste of my time, and I would like the accounts cancelled, and my money refunded for the last 6 years of unwanted payments.

  Business Response

  Date: 11/11/2022

  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 7009719994.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 11/17/2022

   
  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:11/06/2022

  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.

  1) Ongoing monthly subscription for office ****) login issues not resolved in spite of several complaints for well over a weak3) every time I called them, they promise that some technical team member would call me ASAP after verifying my credentials.4) No one has ever returned a call that is scheduled by them.5) I have no access to my small business (www.liveearthtech.com) emails and I can not access the damage it is causing.6) for the last week i have been waiting for their phone call, suspending my life in the abyss.

  Business Response

  Date: 11/21/2022

  Hello ****** Kucherlapaty,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account access issue. A senior member of our Microsoft commercial Team will start an investigation related to this matter and contact you directly to work towards a resolution. ID for reference 11188653 
  
  Sincerely, 
  Microsoft Corporation

  Customer Answer

  Date: 11/21/2022

   
  Better Business Bureau:
  
  Microsoft agreed to resolve the issue, I have agreed to discuss the matter. Once resolved will close the case, till then please keep the case pending.

  
  Sincerely,
  
  ****** Kucherlapaty