1/5

posted Apr-11-2013

"On 4/9/2013 I purchased a HP Envy 2, free 3-7 day shipping. After entering all of my info, payment and then confirming my purchase Microsoft "Reviewed" my order for 2 days in which time the $599.00 was sucked out of my BOA account immediately...or sat pending. I called Microsoft 2 times on the day I ordered the laptop asking why they couldn't send me an email confirming my order or even showing that one existed on my MS acct. I was told that BOA had not authorized the purchase and MS had deceided that I should not get to purchase a laptop from their company. I tried in vain to cancel the order and demanded they release the hold on MY money..."Sorry we can't do that." As of this a.m. I checked my BOA acct, payment is still pending but now my MS acct shows that I have been approved to own a laptop....holy cow. I called MS again this a.m. to cancel the order as it had not shipped. "Sorry, we'll send in a request but that is all we can do." As of 9:41 a.m. I recieved 3 emails from MS, 1) Cancellation request 2) Return instreuctions 3)Shipment confirmation and tracking number. So now all I can do is wait for the payment to post, dispute it and decline the UPS package when it finally arrives. In the meantime I've been shopping around locally and found the same laptop for the same price...UGH! The "funny" thing about this whole transaction is that I considered paying extra for overnight shipping...now I see that would have been a HUGE waste of time and money! Update 4/13, MS has informed UPS that I have to pick up the laptop from their (UPS) location only open m-f...wtf! So I guess I'll be printing out the return label and shuttling it back to the WORST online store in history! And waiting for God knows how long to get my money back, which has posted to my cc btw...assholes."

This review was modified by chickybaby1970 on April 13 2013 05:58:20 PM

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1/5

posted Mar-20-2013

"First they take your money, then they tell you it is not available, 4 days later your order disappears off their system and your money is gone. They lie to PayPal and you do not get your money refunded. They cut off your chats if they don't like what you are saying. (And it was not rude - I was providing a copy of the order that they lost). And then you never see your money! AVOID THEM LIKE THE PLAGUE! MOST UNPROFESSIONAL OUTFIT I HAVE EVER HAD THE MISFORTUNE TO DEAL WITH. NO WONDER PEOPLE PIRATE THEIR SOFTWARE! SOMEONE NEEDS TO SUE THEM! FOR LOST MONEY TIME AND SHEER ANGUISH!"

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1/5

posted Mar-07-2013

"The worst online shopping experience. Items are not labeled properly you have to scroll to the bottom in the fine print to find out that a part labeled as for Surface is for the RT only. It's a simple thing to label Surface RT or Surface Pro or just Surface if it works with either. When I called about receiving the wrong HD adapter I was basically accused of ordering the wrong one when there was only one listed on the site.

Not being able to place an order because they are currently out of stock putting the onus on the customer to check back to see if it is available really puts the CUS in customer service!

The product is good the store staff are very helpful but their hands are tied by stupid policies.

If you call the store and select the option for an in store representative you still get routed to a call center and have to ask to speak to an in store rep or you will receive misinformation about what is in stock."

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1/5

posted Feb-23-2013

"Worst online store ever....

They have tempting offers and they are pretty quick to pay you back but at this point i will not be fooled again. The people who answer the phones are powerless and frustratingly...not american. I dont have a problem with outsourcing, but microsoft has so much red tape with everything you do and these people fall so short in understanding these complicated issues.I have spent an hour on the phone being "escalated" as the csr's say only to realize it is more of a lateral motion. None of them understand you and none of them can help you.

Typically they say "your case is being escalted you will receive confirmation through email or phone within 24-72 hours. Your case number is xxxxxxxxx." They insist that you write that number down and there is good reason. They have a process of moving you up one step at a time regardless of how much you moan and without the number they have no record of this call and you have to start over again. I cannot stress enough how important it is to write that down.

I made an error with billing and they said they would refund my money. I said "i". It was my fault, but most multinational, billion dollar companies have a plan for that contingency. I was told two years ago that i would get my 15 bucks back and have not. I let it slide.

This time i have had an issue with cancelling a preorder. I had ordered some products and placed a preorder in the same motion. They shipped the available items and i received them. Im using them now in fact. Then i went through so much hassle and waiting to receive another game i preordered i decided i would go back to physical stores and amazon. I cancelled the preorder and stated very clearly that i did not want to return anything. I had already been billed for the items and was using them. I just wanted to cancel the preorder.

I explained it to this guy three times and he said he understood, but when pressed could not repeat what i had said to him. Third time he said he got it and i got off the phone. That night i got home and checked my email. No surprise really, but they had sent me a request for the items. Pretty much exactly what i asked them not to do. I kept my cool and after my third lateral movement i asked what would happen if i didnt return anything, would the preorder remain cancelled? They told me emphatically, unequivically that would work and thanked me for my time.

I got the game i attempted to cancel last friday and i am in the process of sending it back. They offered me 30 off the game if i kept it and i told them to die. I could be playing playstation 4 by the time i got that back.

Avoid like the plague"

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1/5

posted Jan-31-2013

"Never buy there! the staff is absolutely non-professional, they create orders for the items out of stock and cannot forecast when this will be shipped, the HUGE waiting at phone support (48mins), the chat staff simply closes the chat when cannot answer to the question. So this is the worst experience I ever get online."

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1/5

posted Dec-25-2012

"This has got to be my worst experience ever. I ordered an Xbox 60 along with a few games for my kids for Christmas during their Black Friday specials. Items were processed and shipped and supposedly delivered by UPS but were left at the gate since no one was at home. When we got home the package was gone. Have been trying to contact Microsoft for either a replacement or a refund, preferably a replacement with no such luck. They were like it shows as delivered so that's that. I finally gave up and contacted my bank for my money back due to non receipt of items. I'm done with Microsoft no matter how cheap their item may be or whatever deals they're having. Their customer service sucks!!"

This review was modified by TeddyRuxpin on December 25 2012 04:50:37 AM

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5/5

posted Dec-21-2012

"Had an issue when an item went out of stock after I ordered and they handled it by giving me free overnight shipping, a free item and a future discount!! Way to go. I think they are turning things around since they are starting to sell the "Surface" and windows 8."

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1/5

posted Dec-03-2012

"Please donot make same mistake that I did - ordering from Microsoft store - You will be ok if the product is ok .. if there are issues , then your life is screwed .. I got a defective xbox with the installed memory not being recognized - called up xbox support the same day and they asked me to contact microsoft store for replacement - I called them up and they said they are escalating to another level for replacement .. the trail went cold at that point - I have made follow-up calls and there is no response ,no body taking ownership .. Its been a week now and I have a dead xbox with my kids excitement of owning an xbox draining by the day - I repent not having gone with Amazon ( 15 mins replacement / return process online ) or bestbuy ( I could have walked in for replacement ) - will never do this mistake again ..
"

This review was modified by msundar on December 03 2012 08:56:50 AM

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5/5

posted Nov-14-2012

"I bought my XBOX console and a few games.. They offered free courtesy shipping, 10% discount. Excellent customer service. Fast and friendly delivery. the item was in my hands in 2 days and i was up and running in minutes.
Great job MSFT !"

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1/5

posted Nov-11-2012

"The worst online store! Avoid it ! "

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1/5

posted Oct-22-2012

"This is a review for the online store (since I couldn't find anywhere else to put it). AVOID AT ALL COSTS! I really wanted to like the Microsoft Store, they had amazing deals for Xbox video game pre-orders where you would get 1600 MSP and $10 off your next purchase. I pre-ordered over $300 worth of content for the month of October 2012 alone, then after some small troubles with my first pre-order (Borderlands 2), my second pre-order (Fable the Journey) got cancelled for no reason, when I complained to customer support, they could give no reason why they cancelled it, so I cancelled all my orders with them. The next day I received an email saying that they were sorry for the inconvenience and that I would be receiving the game along with the pre-order bonuses for free. I was ecstatic, and I re-ordered all my pre-orders plus more.

Then came my 3rd pre-order (Dance Central 3, a gift for my wife), the release date came and went without me receiving the item. I contacted customer service and they admitted that because of a fault in their system, my order hadn't been processed properly. They asked me for my credit card information to place the order for me and I gave it to them; however, they were not able to place the order and they said they would "escalate" the issue for me and that I would hear back from them in two days. After two days I had heard nothing, so I cancelled all my orders (again). Note that this requires you to contact customer service every time, since you can't cancel orders through their website.

Finally, after three days I was contacted by Microsoft (a person named Fazeela) who said the exact same thing, that if I gave her my information, she would place the order for me. I told MS that I didn't trust that they could do it and that I wouldn't shop there again unless I was compensated for the hassle they caused.

Then I received a personal email followed by a personal call from an MS employee named Bryon, who, while a very nice person, said the same thing for the third time, that he could place the order for me and offer me $10 off, now after the Fable the Journey fiasco I expected more than that (at least the game for free and maybe another free game, hey it was worth a shot, right?), plus he offered me no reason to trust him or the MS store other than he seemed nice and he could get me $10 off, since he wasn't authorized to give me the game for free (well then who the heck is?). Moreover, he offered to be available on the phone for any other pre-order I had, which was a nice thought, but it's ridiculous that I'd need to call Microsoft for every single order, that defeats the purpose of having an online store (the fact that he needed to offer that to reassure me to shop at the MS store definitely did not reassure me).

My response was that I expected better from MS, they were willing to admit and pay for their mistake the first time, but I had to pay for their mistake the second time by spending a ridiculous amount of time with customer support figuring out, not to mention not getting my pre-order on day one (which defeats the entire purpose of a pre-order). So I told them I'd never shop at their store again, I'd never buy any more MS products other than Windows, since I didn't have much choice, (was considering picking up a Windows Phone 8 to replace my Samsung Galaxy S and the Surface in anticipation of Xbox Smartglass) and that I'd make sure everyone knew about their poor servers and nice though not entirely helpful customer service (to be fair, that's because the customer service people seem to have no authority to do anything useful).

So if you want to order great deals that you might never get or will have to waste hours emailing and calling customer service to get late, then MS store has everything you need. Otherwise, AVOID LIKE THE PLAGUE. I really wish they could have resolved my issues better, because their deals are sweet, but if they're going to make me wait forever, I might as well wait a little longer and pick up all the games on Black Friday for the same price with less hassle (I do all my Black Friday shopping online) from a company that can actually guarantee I'll get my orders."

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1/5

posted Oct-16-2012

"I received a promotional code from buying one of their products for ten dollars off.

When I attempted to use the code, the order processed fine but upon checking the status page a few minutes later, my order was cancelled. The code was also no longer usable.

Upon trying to contact them, they didn't get back to me for several days and promised to offer me a new code. It's been over a week now with no response.

From personal experiences I've heard from other customers, the store has been cancelling random orders, and charging the wrong products for others. For a storefront for one of the biggest companies in the world, you'd think they would function better than a brick and mortar operation."

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1/5

posted Oct-16-2012

"Placed an online order for Dishonored (Xbox) on 10/9 to take advantage of a promotion that the store was running. It is now over 11 days since that time and order is still "In Process". How can an electronically entered order take this long? Is this 1995 or 2012? Mail-in catalog orders in the 1980s were quicker than this mess. One e-mail has already gone unanswered and just sent another that I won't be holding my breath over.

First and last time ordering from this sham of a website. This experience has cemented my opinion of Microsoft as a whole."

This review was modified by StoneyPA on October 20 2012 12:16:09 PM

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1/5

posted Aug-09-2012

"This is THE WORST experience I have ever had in my life. Purchased a Dell computer on sales. One hour later, found out it's not the newest model. Called back to cancel the order.

It turned out that once you placed the order you can not really cancel it. Called back again to arrange a return. They sent me a return shipping label.

Couple days later I received the computer system. They came in two boxes. Took the label and the two boxes to the UPS store and they told me I need two labels.
Went back home and tried to request another return shipping label. It took me TWO phone calls to finally receive the second label.

A week or two passed by after I shipped system back. I still didn't receive any emails nor did I receive any credit back to my credit card. Went online to check the tracking numbers. It turned out the items were delivered to microsoft 7 days ago. I was concerned so I called them again. I was told it is normal and I should receive the credits within two three days.

I waited another week still nothing, no emails, no credits back to my credit card. So '16' days after the computers returned back to their hands (tracking shows both item delivered to MS on 07/25), I still had nothing.

I called again this morning (08/09). Basically the guy had no clues what is going on. I was told a supervisor would call me later today. Waited the whole day and no one called. I called again around 5:30pm. Yet again, this representative did not know anything and couldn't do anything. Gave me the same answer as the previous guy. At this point, I was really concerned so I asked some questions. Instead of answering me nicely, he started to get really nasty. He raised his voice and replied whatever I asked in a mocking manner.
I then asked him to transfer me to his supervisor immediately. Finally, the supervisor realized they have received the returned items 16 days ago. I am supposed to have my credit back by now. Yet again, he couldn't do anything about it. He had to have "his supervisor" to call me back.

So here I am, 16 days after microsoft store received my returned items, I still have not received any refund. All I can hope now is "that supervisor" would actually call me tomorrow as they promised. Seriously Microsoft, why do you bother to have that customer service line if none of them can do anything.

Here is the case number
118-196-8383
"

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1/5

posted Jul-16-2012

"The order process and customer service is one of the worst I've ever experienced. I placed an on-line order(Case #1180503607) for a Samsung Series 9 laptop. Happen to get a special promo price through their own store for $300 off. Went through with the purchase with 2 day shipping upgrade and even got a confirmation with an order number from their own website. Couple of days later i had not received it, called to check on my order and had been cancelled. At first they told me that my credit card had denied the order, checked online while the representative was on the phone and it showed approved and credited back. The representative then expressed her apologies and stated that it was their own system that had canceled the order for being out of stock. Stuff like this happens, so i asked if they could place the order again. I had to escalate the order to the manager, even he would not credit the promo price, nor were they willing to help out in any way shape or form to accommodate for their own mistake. The manager was sympathetic, but he would not even consider a back-order or even applying a discount to a same type model, same priced laptop that they currently had in stock.
I happen to be an Network Administrator for a fairly decent sized company that purchases an average of 30-40 laptops a year. I've run into situations like this with Dell and Leveno, but they have always striven to help the customer. NOT Microsoft! To be honest, it was a day and night difference with any other company...being technically inclined i don't necessarily care for Apple, but i guarantee this would not have happen with their customer service.
Overall, I must say this took nearly 2 hours of my time with no desire from Microsoft to come to a resolution other than 'sorry about that'.
Again, extremely dissatisfied with their customer service and means of communication, not to mention their resolution process. Will never purchase through them again, personally or professionally."

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