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My worst experience ever online shopping
"Purchased 2 google pixel phones that I never received. Still do not have either a refund or my phones after several calls to customer service. I'm out $1300 and they clearly do not care"
Worst Customer Service from a good company
"Google needs to take a queue from Amazon. I had the worst customer service experience from google store support. They could not simply exchange an order they made a mistake on. I had to return an order, replace that order, then contact them a month later to get the promo offered on black friday. The manager Nicole continued to be snarky with me about how this was there process and anything I said was not true. I asked to have an exchange and she said it is not possible. A multi-billion dollar enterprise can not process and exchange when they shipped the wrong product? Amazon handles this without issue and they handle millions more transactions than google. I still stand by their technology, but their customer support is worse than DirectTV. At least they will give you a credit for the hassle you had to go through and the money they stole from you."
I NEVER Review, but I had to as this was the worst experience I have ever encountered
"Will not price match sale price on Google Home Mini through their OWN store, but Best Buy will, Walmart will, Amazon will. I'm very confused by this policy. I could return the item and re-purchase at a discount, but they won't just credit the difference. Many more costs for them and more time for me. Awful customer service experience. Was put to 5 different people and no one could help. Google losses another customer...This was really bad..."
My Worst online ecommerce experience
"I bought a Chromecast Ultra from Google Store. They sent me a tracking number the next day. The tracking number was just a created label.After 3 days I contacted them about the status, and since there was no movement, I asked them to cancel the order. So I waited another 4 days till the estimated delivery day ended. At that point even there were no movements in the tracking number. So I called them again to cancel the order, and the rude customer service representative who interrupted me very rudely, told me that he can not cancel the order. So I called my American Express and disputed the charge. I've already bought the device from a local store and I m very happy with the device. But I don't think I will buy anything from Google's store directly. This was my worst eCommerce experience."
Almost a three star but not quite
"The last two phones that I have bought have been the Nexus 6 and then the 6P. I lost the 6 after a few months but enjoyed it and then bought the 6 P when it came out. The store people are friendly and accommodative when making the purchase but less so when resolving an issue. After 5 months the 6P started acting strange, short battery life, lots of recycling on and off and poor contrast. After two months of trying to resolve the issue, they sent me a refurbished 6P. It did not have all of the problems but did have a short battery life and seldom lasted more than 6 hours on a charge. I am not a heavy user. Now on the second phone, the Google people really could not care less about what is happening because it is out of warranty by several months, but the second phone is well under a year old. What is galling is that the battery issue seems well known and apparently under class action status. Google referred me to Huawei, the actual maker, and they are proving difficult to deal with. They will replace the battery for 160 dollars but will take 2 weeks and I will be without a phone. They are also difficult to deal with via phone, it is like they are using a 5-year-old VOIP system.I wish that Google would take pride in products that bear there name regardless of who is the assembler."
I will never ever again shop at Google shop.
"Horrible experiance. I bought a chrome cast thinking thT I was going to get it asap. Order was lost! I called google support and they had me on hold for 10 minutes than the guy from India hung up on me. Was thinkink of getting Pixel phone but with this bad experiance, Samsung and Apple are far superior. "
Don't waste your time
"Nexus 5x stuck in a boot loop. Google Support agreed to replace it even though it was out of warranty. Great news! 5 weeks of spending valuable time re-supplying the same information and still no replacement. Can't live without a phone so bought a Moto E4 Plus. Wish I'd just done that in the first place. Considering the time I've spent dealing with Google and the inconvenience of having no phone, this has cost me way more than if I'd just bought a new one straight away."
Google Store / Project Fi support team: NO SUPPORT
"I placed an order online with Google store for their Pixel 2 to take advantage of their Google Mini Home promotion, and to sign up for Project Fi on Oct. 7, 2017 @ 2:33 p.m, well within their promotion period and verified by their emails.During the ordering process, an email address was a required field. So I inputted a Gmail account that I typically use for contest entries, football picks, etc. I also inputted my credit card information and the shipping address. The order form AUTOMATICALLY populates your name field with the name associated with that Gmail account, even if it’s a nickname. You can’t change it initially. I didn’t think anything of it because I used my real name for shipping and the credit card. The confirmation email indicated a delivery date of Oct. 27-31.2 weeks later, on Oct. 20, 2017, I received an email indicating: “Unfortunately, your payment couldn’t be processed. You have 8 days to update the payment information in your Google Store Account if you want to resume your order.” I immediately clicked on their link to update information, changed the nickname info to my real name, and even added another credit card for good measure.On Oct. 29, I get the following email from Google Store/Project Fi: “Unfortunately, your order was canceled because some of your information couldn’t be processed.”A phone call, live chat, and email correspondence to resolve my order were unfruitful. The Project Fi team are NOT customer service oriented, and would not take any responsibility for their cancelling my order. They told me I would have to re-order, and since I am no longer within the promotion period of the free Google Mini Home, I am not eligible for it. WHAT?YOU CANCELLED MY ORDER! If they were going to cancel my order, they should have done it right away, so that I would have had a chance to rectify it. Why did they wait 3 weeks after the fact?! I even sent them a screenshot of the error message I get (at their request by the way), when I try to access my order through their link, WHICH STILL REMAINS AND IS UNRESOLVED: “It’s not you, it’s us. We’re working on fixing the problem. Check back soon. Error 500” It’s been like this for 2+ weeks! The Project Fi support team is unresponsive & ill-equipped to resolve any customer-related issues, even when they are the ones who caused the problems. Does everyone using Facebook use real names? Do all email accounts use real names or are initials sometimes used? Their self-absorbed stance about real-world applications & circumstances is problematic. I’ve done product management, and Beta & QA testing for tech products. Quite frankly, their Customer Support & Project Fi team ****: Arrogance and incompetence rule the day. You’ve been warned.UPDATE: 11/4/17I tried deleting my credit card/financial information on the Google Payments section. I get the following: "Removing it means you won’t be able to use this payment method for other Google products and services without adding it again" I'm okay with that & click on "Remove."I get this: "This payment method is associated with your services or subscriptions. To remove this payment method, first replace it with a different payment method. Then come back and try removing your payment method. Go to my subscriptions to unlink this payment method."I go 'my subscriptions.' Guess what? One can't unlink this. I CAN'T DELETE MY FINANCIAL INFO. I JUST finished talking to another Project Fi specialist on the phone who confirmed that YES, I can't do it, and neither can she, or anyone for that matter. She says Google is aware of this problem, and they don't know when there will be a fix. Stay away from Project Fi. If you have a problem, they're not Vanilla Ice, they won't solve it."
Defective device, with a great out come!!!
"After almost 2 weeks of yelling and screaming at Verizon that my phone was broke when I bought it, and them telling me they can send me a "like new" device . In other words one that was used and sent back because something was wrong Verizon fixes it and sends it to people like me. That wasn't okay with me so I went above and beyond Verizon and called Google themselves, within 3 days they sent me a brand new device.! I and very pleased with Google and their customer service!"
Canadians, please be wary about warranty status of product from Google Store
"I purchased a Nexus 5X from Google Store in June 2016. The phone shipped from Canada to a Canada address on a Canada credit card. BUT the shipped phone is considered a USA phone by the manufacturer. This makes warranty service difficult or impossible.My 5X failed after 14 months, slightly out of Google's 1yr warranty, but within manufacturer LG's warranty. However, LG will not honour their warranty on the phone because it is an out-of-country phone."
"Don't even bother contacting these guys. If your phone is broken for whatever reason and you contact these guys, they'll push it to their "advanced support team" and you'll never hear from them. I don't know why Google even bothers to enter this market when they don't have the customer support structure set up like Apple does. The customer support is just pathetic! Paid $1000 for a pixel xl > 3 months into my new phone I go on a hike with phone strapped to my skin on my waist. At the end of the day phone won't switch on - probably due to sweat seeping through or whatever. I contact these guys and they take 2 weeks to tell me I need to take my phone to ubreakifix and that my phone is not covered. So they were basically reading the fine prints of the warranty for 2 weeks to tell me it's not covered? Google, get your act together and sort this out will you?!"
Do not trust this store.
"I have bought from google many times, and there products are solid. However the teams behind them are crooked and shady.For example I bought a new PIXEL from them and a few weeks later the camera stopped working.After hours on the phone they gave me two options. 1. That they needed to take 500+ dollars out of my account for 2 weeks. OR2. I would be without my phone for two weeks.Reason being was to prevent fraud, even though I clearly have been a trusted google customer.They have no managers that are available, you cannot get in touch with the same representative more than once, they do not have employee ID numbers, they all have fake basic names like Mike, or RA.It is fraud at its finest."
Zero stars would be too good.
"I purchased a Nexus 5X Oct 2015 and earlier in April 2017 had a fault. I contact Google Store as it was within the 2 year warranty period. Apparently they have no record of my IMEI on their database. I spent around 3 hours on "live chat" as well as emailing trying to progress this. It is has been with their escalation department for 20 days so far and they have failed to respond with an update about the phone. In the interim I contacted LG to understand how they would not have my IMEI and whether it was valid. Not only did LG respond straight away, they organised a courier to pick the phone up, they fixed it and they have couriered it back to me. Until Google Store get an escalation team that can deal with issues then they deserve to lose business. I won't be purchasing from them again. The unbelievable thing was that this was the 4th phone I had purchased from them, so obviously not a valued customer. "
"I ordered a phone from Google less then a year ago. Nexus 5x is not a cheap phone stuck in bootloop. Google could not find my any proof of purchase. Then sent me Email calling me Martian and giving me email addresses that are not mine nor related to me. So now I have a $500 paper weight and no phone .... Customer service is not helpful or competent enough to read and record the correct information"
Disastrous Customer Service
"I purchased a Google Phone in 2016. It failed within the Warranty period, so I called them to have it replaced. It seemed to be going fine, but when I looked at the order to check and see the shipping time, it had the wrong address. I had ordered an item and had it shipped to my brother's home in VA, and I live in MN (1100 miles away). When I ordered the replacement, they never asked for my address. I called Customer Service to change the delivery address, or stop shipment, and they said "Because of our contract with our shipper, we cannot change an address or stop a shipment.' Really? A company as big as Google and you can't change an address? I called FedEx. They said that Google can change an address, but there is a charge. Google refused. So I am without a phone for a week, while I am on vacation. I will NEVER recommend Google Store to anyone. BOb Meredith firstname.lastname@example.org"