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

• 

  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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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

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:08/27/2022

  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.

  I bought a copy of Minecraft to play with my children only to find out that the version was not compatible with theirs. At first I thought I just needed to buy another copy but only later discovered I needed a whole new product. When I try to make an exchange (return the ************* copy for the right) Microsoft made it absolutely impossible for me to return. Now I am out $60 with a product that does not meet my needs and no way to get a refund. Their customer service is an impossible maze of chats, sites and email. They do NOT have a support number I can't call. I am very frustrated and upset that even after spending all this money I cannot play the game with my children who have the different version. I would be glad to buy that copy but it is simply insane that I cannot simply return the first copy though I reached out to them within their refund time of 30 days.

  Business Response

  Date: 08/31/2022

  Dear ***********************,

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding you refund request. We are unable to verify your account or locate a service request associated with the information provided in your claim. The version of the game apparently you purchase Minecraft: Java & Bedrock Edition for PC associated with the ************************* should be compatible with any other users account however Online multiplayer requires Xbox subscription (sold separately).

  Please review the information provided and if still not working or you have more gaming issues, please share a screenshot or picture of the error message displayed when you try to play with your loved ones so we can make further investigation and solve this issue, or if eventually you only want to request a refund.

  
  If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.  

  
  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.

  
  Sincerely,

  
  Microsoft Corporation

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17783717
  
  I am rejecting this response because:

  It is an automated response that does not address my complaint directly. It only points me to another option to spend money on Microsoft. They can simply provide refund and be done with it. Also, I have already contacted service and only got the "automated" go around. I NEED TO DEAL WITH HUMANS!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/06/2022

  Dear ***********************,

  Thank you for your response. After an investigation of your case, I decided as a one-time exception to refund the total amount of $ 29.99USD.

  
  Generally, refunds will be received back into your account within 72 hours, however, this could take up to 30 days depending on your financial institution's individual policies.

  
  We sincerely apologize for any inconvenience that you have experienced

  
  Thank you for your patience and understanding, and for being a member of the Microsoft community.

  
  Sincerely, 

  
  Microsoft Corporation 

• Initial Complaint

  Date:08/27/2022

  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.

  I sent in a surface pro 8 tablet for repair to Microsoft and they cancelled the order. They havent sent back my tablet that I sent in or refunded me my money. This device is still under warranty. I also have proof that the device was delivered to them and they even acknowledge that it was delivered to them. They need to send me my tablet back (fixed), refund me or send me a new tablet. I am very disappointed by this as they didnt even tell me why the services was cancelled. I also used the shipping label they provided to send out the device.

  Business Response

  Date: 09/01/2022

  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

• Initial Complaint

  Date:08/27/2022

  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.

  DEMAND FOR REFUND I demand a refund from this Microsoft 365 account subscription of $*****. I never used this program and my child was on my phone Im assuming they clicked something and subscribed me. I am contacting my bank Monday. I want you to refund me via direct deposit to my financial horizons bank account ASAP of the ***** charge to my **************************** account. If I am not refunded for this error, I will seek legal action. Respectfully,*********************** Microsoft corporation One Microsoft way ******************************* 452 882 ****

  Business Response

  Date: 09/01/2022

  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

  Customer Answer

  Date: 09/01/2022

   
  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:08/26/2022

  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 was directed to call Microsoft at telephone number ************ by Earthlink which could not resolve the problem which apparently resides in Microsoft Office. The recording on first try provided the email address for complaints of help.microsoft.com. This was found to be an invalid email address. The alternate address of support.microsoft.com initially provided by the recording was also found to be invalid. The third address found online of ******.microsoft.com was finally received as valid. But, given the false info received so far response is doubted to the problem of: After 3 days of attempts by staff members of Earthlink it has proven impossible to clear my computer of a bug that Outlook apparently has which precludes the operation of Earthlink after more than 4 attempts. Staff members of Earthlink have been unable to explain why Microsoft Outlook of its own volition switched to the use of a file entitled "Outlook.pst in the folder entitled "Documents" on my computer and refuses to respond to a re-created file in the folder which normally contains the file "Outlook.pst". The Earthlink email application continues to recreate "pointers" which direct the Earthlink application to attempt to use the wrong "Outlook.pst" file after multiple removals of the errant file and re-installations of Microsoft Office. Earthlink experts were originally reached at the telephone number of ************** and in desperation provided the telephone number for the Microsoft **************** of ************. The ******************** **************** only provided a recording which indicated that either of the two addresses at Microsoft in lieu of an actual person. Neither email address provided by the recording is valid. Because there is a large amount of personal and private business information on the computer gathered over the last few years this problem has created a considerable of stress.

  Business Response

  Date: 09/02/2022

   

  Hello *********************

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft document access 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 7007358805
  
  Sincerely, 
  Microsoft Corporation.
  

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17783011
  
  I am rejecting this response because: I have had no response from Microsoft to my knowledge
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/09/2022

  ******** 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your document access issues.

  After further review, we found you have a Service Request: ********** that states as follows:

   
  *************,
   
  We have been attempting to contact you via email & phone number ********** you provided but we have been unable to reach you. As we have not heard back from you thus far, we will be moving forward with archiving your case.
   
  If you are no longer experiencing your issue, feel free to disregard this email.
   
  If this is not the case, please contact us at your earliest convenience and we would be happy to assist. You may respond by either replying directly to this message or by calling us.
   
  Please be sure to include the following information in your response:
  Phone:
  Preferred contact Date:
  Hours Available:
  Time Zone:
   
  Please allow at least one business day for a response. 
  
  Regards,
  *************************
  Support Engineer

  Feel free to re-open the case or contact back the agent for further assistance.

  Sincerely, 
  Microsoft Corporation 

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17783011
  
  I am rejecting this response because: I do not see that there has been a response which excuses the action of Microsoft.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/22/2022

  Tell us why here.. The clarification that BBB has requested is simply that in all the documentation Microsoft has provided there is no mention of the fact communicated to be verbally in a telephone message of why the Outlook program switched from accessing all my historical emails in the Outlook.pst file in the location described by the path of : 

   C:Users/Owner/AppData/Local/Microsoft/Outlook/Outlook.pst 
  

  AND INSTEAD: 

  switched to accessing an Outlook.pst file located in a completely different part of the Microsoft code in Windows 7 Professional operating system described by the path: 

  C:Users/Owner/Documents/Outlook Pst file

  Yet the Microsoft representative was aware of the alternate location of an Outlook.pst file that did not contain my historical emails which was created by Microsoft except to say that "perhaps" the switch to the alternate Outlook.pst file was reaching an unidentified number of my emails in the Outlook.pst file located at: 

  C:Users/Owner/AppData/Local/Microsoft/Outlook/Outook.pst    This explanation is NOT acceptable since it potentially leads to the destruction of personal data and consumes enormous time. 

   

   

   

  Business Response

  Date: 10/05/2022

  Hello *********************
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft document access 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 7008585630 
  
  Sincerely, 
  Microsoft Corporation.

  Customer Answer

  Date: 10/10/2022

   
  Better Business Bureau:
  
  In reference to response by Microsoft received on 10 October 2020 for complaint ID ******** this response from Microsoft simply indicates that I will be contacted again.  But, I have received no such contact.  So the BBB canned prepared response is not accurate.  I still need to know how and why all of a sudden my Outlook emails no longer made it to my inbox.  The concern based on input so far from Microsoft is that once the number of Outlook messages receives reaches a certain number a switch is triggered by Microsoft code that makes some change to where my incoming messages are stored or quits the storage of the messages to force the purchase of a new operating system from Microsoft. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/26/2022

  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.

  In May 2022, MS released a UEFI firmware Update 1.0.34.0 for the Surface Go 1 tablet which "bricked" a specific build of the devices. I owned one of the affected devices and had updated it while I was on a trip. 55 days ago I opened a service order and was told I would receive a replacement. Since July 12th I have been waiting for my replacement device and have been in contact with various people at MS through 2 case numbers.So far, I have been reassured I will get an update on the investigation ELEVEN times. I received ZERO updates of any real movement of this issue. MS **** repeatedly tell me someone is "investigating", but it does not appear to be the case.I have been in touch with 4 different people in 3 different departments on 2 case #s. The "investigation" has been going on for 46 days (or ***** hours). FINALLY 2 days ago I was told the investigation was complete and they would be sending me a new device. Then I heard nothing... and I had to ask for ANOTHER update. Today, they want to call me and have me confirm a code "live" to verify my MS account!! The same account I submitted BOTH tickets through, with the same physical address, and the ** of the original device linked too. The same MS account that shows the original replacement order submitted on July 3rd.This is the ploy which scammers use to get into people's Instagram accounts, by claiming they need you to confirm a code that allows them to access and take over your account. I will not be giving an account confirmation code to someone who reaches out to me over the phone. I have logged into my account today with a confirmation code send at login, confirmed the ORIGINAL replacement order through the original ticket # ********** is still showing on my account with no movement, confirmed my address and contact information.The fact that BOTH tickets have come through my Microsoft account should be more than enough to confirm the account and identity. I am beyond the "end of my rope" with MS.

  Business Response

  Date: 09/02/2022

  Dear *************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your replacement 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 7007360257.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:08/26/2022

  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.

  At 12:22 PM on August 26th, 2022, I have gotten permanently suspended from Microsoft's Xbox Live subscription with no details as to why that happened. As of now, I have had a completely clean record for the past 4 years and I personally believe that I have not done any actions in order to insinuate such a ban. I have spent close to $1,000 dollars on my microsoft account, and for me to have a permanent suspension hurts me to my very core, as I have made so much progress and put in so much work into that account. I ask that you speak with one of the higher employees of Microsoft to fix this, as this has been happening for almost a decade for other people, not just me too. If you can, please try to speak with one of the CEOs so they can personally solve this ongoing issue.

  Business Response

  Date: 08/31/2022

  Dear *****************,

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding you refund request. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address associated with the Xbox Console in question.

  
   If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.  

  
  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.

  
  Sincerely,

  
  Microsoft Corporation

• Initial Complaint

  Date:08/26/2022

  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.

  Several weeks ago I contacted the following executives concerning not being able to video-Skype with my contacts:Primary Contact ************************* Vice President ******** ******* One ******************** Way ******************************* *********************************** Secondary Contact *************** Vice President ******** Security and Trust One ******************** Way ******************************* ******************************** *********************************** Head of ******** Success One ******************** Way ******************************* ********************************************* Chief Executive ************************* CEO One Microsoft Way ******************************* ********************************* As of today I have not received any tech support. My loyalty has been ignored. I have purchased four operating systems beginning with Win 98 in return Microsoft should help. This is their product.

  Business Response

  Date: 09/02/2022

  Dear *********************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Skype Video call 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 **********. However, you can visit the correct support channels, https://support.microsoft.com/en-us or call ************ to reach one of our agents to gain assistance.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:08/26/2022

  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.

  In January, I ordered a Minecraft game for my son's computer. After a few months, the computer broke so I needed to replace it. When I tried to re-download the game, it wouldn't work. I called support and they told me that I needed to get a different version because the new computer had Windows 11. So, I had to buy the same game - just a different version. I requested a refund numerous times because it is the SAME game. Microsoft/X-box would not refund my money. I called and emailed several times. NOT OK - SINCE IT IS THE SAME GAME!!!January 25, 2022 | Order number ********** Minecraft for Windows Starter Collection $31.64

  Business Response

  Date: 08/30/2022

  Dear ***************************,

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding you refund request. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address associated with the purchase and game I question for further investigation on your case.

  
   If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.  

  
  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.

  
  Sincerely,

  
  Microsoft Corporation

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17778458
  
  I am rejecting this response because: I have the information that you need.  Email associated with the account is: *******************************

  January 25, 2022 | Order number 6461167143
  
  Minecraft for Windows Starter Collection
  $29.99

   

  July 25, 2022 | Order number **********
  
  Minecraft: Java & Bedrock Edition for PC

   

  I bought the same game twice.  The first one didn't work.  

  I have called and emailed and requested many times.
  

  
  Sincerely,

   

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

  Business Response

  Date: 09/04/2022

  Dear ***************************,

  
  Thank you for your response. After an investigation of your case, I decided as an exception to refund the total amount of 31.64 USD for the game Minecraft for Windows ************************************************ **5017.

  
  Generally, refunds will be received back into your account within 72 hours, however, could take up to 30 days depending on your financial institution's individual policies.

  
  We sincerely apologize for any inconvenience that you have experienced.

  
  Thank you for your patience and understanding, and for being a member of the Microsoft community.

  
  Sincerely,

  
  Microsoft Corporation

• Initial Complaint

  Date:08/26/2022

  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.

  Locked out of system and unable to access my data. No means of contacting Skype by phone or email.Please forward telephone or email address if you have it.

  Business Response

  Date: 09/06/2022

  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:08/25/2022

  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.

  On August 28, 2022, of each month I pay $6.99 for a personal subscription to "Microsoft" for the word processor, and email product. I am to receive 50Gb of storage, as the basic(unpaid subscription) email service offers a smaller amount of space, I have never used the basic package, and would like the advertised amount of storage that comes with the paid subscription.

  Business Response

  Date: 09/01/2022

  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

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17776785
  
  I am rejecting this response because: it was not resolved or addressed. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/12/2022

  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 7007703185.

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