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

5,254 total complaints in the last 3 years.
2,055 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:08/15/2022
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.
not providing warranty support
Business Response
Date: 08/23/2022

Hello *********************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your warranty issues.
After reviewing your complaint, we found this is related to a Type cover and after reviewing your account we found that the order was already placed some days ago, did you receive the item and tracking number of the order in question?
Date
Aug 18, 2022 | 17:49:06
Order Number
da390619-f168-4631-a2d3-a9e85aa11342 |1265188557
Partner
OneStore
ProductId
8WFDWLW9M4NH
SkuId
29F0

Please let us know.

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:08/15/2022
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.
I am seeking personal help from an employee to help me with the software. I have purchased Microsoft 365 multiple times in the last few months and it is not applying to my laptop. I am sure I have created the issue. At 64 1/2 years of age and self taught in the area of computers etc. .. I am sure I have created the problem. My issue is that Microsoft has my money. And Would accept more of my money but will not give me the personal support to clear up the issue. Their online forums and help information are confusing. I have emailed and left phone messages thru their help venues and not received anything back. I am at a lost of what to do next. Thanks, *********************** Ps. I know I will need a live person to help figure out my mess. I do not do well with the reading and applying their explanation.
Business Response
Date: 08/19/2022
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 SR ************************ will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/31/2022
Until today, I do not believe I received another email regarding satisfaction on complaint. I am completely satisfied and matter is resolved.

Thanks
Initial Complaint
Date:08/15/2022
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.
I have no service or product with the Microsoft Store but since June they are continuing to bill my checking a account for $8.81 at last count 31 transactions for over 273 filler wiping out my balance I had my credit union issue me a new card but charges continue I tried to contact them you can only do by a chat confirm with the agent I have no services
Business Response
Date: 08/19/2022
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 7006973855.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/15/2022
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.
Ordered tablet and keyboard on July 13 from Microsoft Store.Meant to be delivered in single package.Tablet arrived July 15 but keyboard wasnt inside.Reported this 4 times since on MS ********************** support line and each time told I woiuld hear back by email, and twice told keyboard would be shipped to me.Nothing at all ever happened. Not even acknowledging email.Finally given fake email address to send complaints to - it bounced.I have attached my failed attempt to write to Microsoft CEO Details of order, delivery and case tracking:Case: ********** Order: ********** ***** Tracking: ************ Thank you for any help you can give!*************************
Business Response
Date: 08/19/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your complaint. After reviewing your recent complaint and recent service request **********, we see that you were served with a replacement for the missing keyboard, tracking information(1Z5XR8660275835039) shows that the item was delivered on August 18,2022 at 2:09 P.M. at Front Door.

Please let us know if you received the item or if you have any other concern regarding your complaint.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/14/2022
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.
My account was hacked around 1:10 PM on 8/7 and the next day I was able to successfully complete the verification form. However, they still aren't able to change the security info even though I'VE SUCCESSFULLY COMPLETED THE RECOVERY. This company's customer service is hot garbage, even if you prove your ownership they can't and don't do anything. Filed request for escalation on 8/8, and still no response.Case Number: **********
Business Response
Date: 08/22/2022
Dear ***** ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account security information 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 7007056315 .

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/28/2022

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 for now. Hopefully all goes well, will post updates.
Initial Complaint
Date:08/13/2022
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.
The game Uno on the Microsoft Xbox marketplace does not work and is unplayable on all new consoles. This has been a known issue for several years yet Ubisoft is still selling this game despite it not working at all. As soon as you open the game and click play the game crashes immediately, and its completely unplayable. Ubisoft has said they are working on this issue for over a year and still no resolution yet they are still charging people for this game and still selling it. Please make Ubisoft either fix this game so it is playable or remove it from the store. You are essentially stealing peoples money selling a product that does not work.
Business Response
Date: 08/19/2022
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: 08/20/2022

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. I have called support and was told that it would be sent to an "offline team" to review suggestions. I believe this needs to be escalated higher. It isn't really a suggestion. This issue needs to be resolved. Despite being told I would be emailed a ticket number I was not. So I have no record of the call or anything.

Sincerely,

***********************
Initial Complaint
Date:08/13/2022
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.
Hello my name is *******************************,On August 10, 2022, I attempted to create a business email thru Outlook.com using my Trademarked name "Pretty Solo". Today I went online to create my business email using my Trademarked Name as : *********************** so as I typed in the desired email ***************************** I get an error message in red " Someone already has this email address. Try another name " this is considered Email Infringement someone is using my Registered Trademarked name as their email address.My Trademarked Registration # ******** I've called multiple times, during the dates of Aug 10, Aug 11, (called 5 ****** ***** 13 today (called 8 ****** i did get thru to an ******** Service agent, i told her my situation and she re-directed me to ************************ and then the call dropped i have been using the number *************.So far the business has done nothing to give me any correct information on who help me solve this issue. This email that is taken needs to be deleted by the individual who is using it, due to the name being trademarked. Now i have gone on the customer support chat and to no avail the agent redirected me to an Microsoft admin page which again wasn't helpful. Because the current user has this email, i cannot create my Trademarked name as my Email address on Outlook.com I need this resolved by the company, this is a Trademark Infringement issue! Therefore needs to be handled in a timely manner.
Business Response
Date: 08/22/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account 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 7007042946.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/12/2022
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.
Microsoft placed me on an auto-renewal process without my knowledge. On 8/12/2022, they charged my bank account $99.99. I am 100% sure I did not sign up for this auto-renewal process. I remember turning it off; this is the second time Microsoft has done this over the years, so I am mindful and careful to ensure the feature is turned off. They charged an old bank account, which I do not use anymore and ******** the account. Microsoft does not have a customer service number for you to talk with anyone. I did not request this additional service. I do not want this service. I want a full refund placed back into my account. It is illegal to do this to people and then not provide a way for you to get your money back.
Business Response
Date: 08/17/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. 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 addressassociated with the charge and subscription so we can proceed and take further actions.

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:08/12/2022
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 purchased a MS ******* Pro 8 on July 21st, 2022 and keyboard. I want to return it, but the website will not give me an option to request a return label. I have reached out to chat support over 7 times today and every time I get connected with an agent, they stop responding to me. I am well within my return policy and I want to return all products I purchased from Microsoft. I have a label for everything but the actual surface pro 8 and the keyboard. Please send me a label for these items so I can return and be done with this company. It feels like they are intentionally trying to prevent me from obtaining a return label.
Business Response
Date: 08/19/2022

Hello ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface device return request. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7006964888

Sincerely,
Initial Complaint
Date:08/12/2022
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.
Microsoft billed my bank debit card $105.49 for a renewal of Microsoft 365. I never purchased Microsoft 365. I have no use for it. I already use Office Home and Student 2021. They sent me a email stating the charge was to renew Microsoft 365, which I had purchased in June or July of 2021. My bank statements show no such purchase. I DON'T NEED IT AND DON'T USE IT.
Business Response
Date: 08/18/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your M365 charge refund request. 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 7006941601.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/23/2022

Complaint: 17708383

I am rejecting this response because: They told me that it is over 30 days. So, they can't refund my money. I met with my banker as soon as I found out about the charge, and filed a complaint. I DID NOT HAVE ANY REASON TO PURCHASE MICROSOFT 365. It was Microsoft that dragged it out past 30 days. This is BS.

Sincerely,

*************************
Business Response
Date: 09/02/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing your complaint, we will unfortunately not be able to provide a refund as all digital purchases are final and non-refundable as outlined by our Terms of Sale.

Please refer to the snipped quotes below from our Terms of Sale (https://www.microsoft.com/en-us/storedocs/terms-of-sale), Section 16 and the (https://www.microsoft.com/en-us/servicesagreement), Section 9, part (g):

Some items are not eligible for returnall purchases of these types of products are final and non-refundable: digital apps, games, in-app content and subscriptions, music, movies, TV shows, and associated content

We reserve the right to issue refunds or credits at our sole discretion.

You can visit https://support.microsoft.com/en-us or call ************ to reach one of our agents to gain assistance for future issues.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/08/2022

Complaint: 17708383

I am rejecting this response because:I DID NOT PURCHASE MICROSOFT 365, and I AM NOT USING IT. The bank even cancelled my debit card, and issued me a new one, when I went to them with the complaint. Why is it so hard to understand that I HAVE NO USE FOR MICROSOFT 365?

Sincerely,

*************************
Business Response
Date: 09/16/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your unauthorized Microsoft 365 purchase. After reviewing the case again, we decided to make the refund for ****** USD, refunds take for 3 to 30 days to reflect on your account depending on your financial institution. Microsoft considers this case resolved.

Sincerely,

Microsoft Corporation

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