Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
02/24/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My pixel buds A were under warranty and so I contacted Google support about getting a replacement. I was told to ship the buds back in order to get a replacement. I dropped out the package at my local staples and provided the shipping receipt to Google. The tracking information is not coming up in the system and now I am out a set of earbuds that cost me $****** with nothing to show for it. I shipped these back on the process Google told me to follow and provided proof I shipped them. I am now out a set of buds I spent ****** on.What I would like is to have a new set of pixel buds A sent to me as soon as possible. I am out a large amount of money and no longer have anything to show for it.
Business response
02/25/2022
Hi,

We apologize for apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at **********************************************************************************

Regards,
******
BBB Core Team
Customer response
03/03/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a replacement in the mail on Tuesday so we can close this.
Initial Complaint
02/24/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am trying to get a replacement for a faulty google nest thermostat, they had me on chat for almost two hours doing some troubleshooting and once they couldn't figure out the problem, instead of sending a replacement they tried to send me to a different person, this person try to do some more troubleshooting and when she couldn't do anything she said she was going to send it to someone else and I had to wait for a day for a response meanwhile weather is 24 degrees Fahrenheit outside and they want me to wait just to see if they will replace it
Business response
03/25/2022
Business Response /* (1000, 5, 2022/02/25) */ Hi, We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at https://support.google.com/ If the customer has already reached out through Google Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you. To get in touch with our Nest team directly, please contact us via this page: https://support.google.com/googlenest/gethelp Regards, Sunith BBB Core Team Consumer Response /* (3000, 7, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are not giving me a solution to the problem which is what I had to deal with their customer support Business Response /* (4000, 9, 2022/03/16) */ Hi, I have reached out to the consumer and a replacement has been issued. Thanks, Andrew Consumer Response /* (2000, 11, 2022/03/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their solution because they finally offer to fix the issue and offer me a replacement for my broken nest thermostat
Initial Complaint
02/24/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I open account with Google Add for seeking employees for my business in ****** ** *** I prepared the add but region show outside ** and show I am in ***** region. Add run with out my knowledge I was seeking help from google to change region so I can hire local employees in ****** ** ***** ***. My bank called me about charges coming from outside suspicious activities on my account and I declined charges because didn't know what it was. Google suspend my account and all my trying to reach google did not work. They are not reachable I request call from them and I dispute suspension and refund they denied. ************** number shows as google here busy seems disconnected. I don't have no way reaching this company. Invoice no address no phone number. I need my account activated I need my charges return back and I need some body call me to set up my add account. Google Add is not user friendly and keep charging you even you finish your publications or settings like my case add post regions I am not in ***** I am in *** and could not change my post region.Please help
Business response
02/25/2022
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Ads team directly, please contact us via this page: *******************************************google-ads/?hl=en#topic=9803759

Regards,
******
BBB Core Team
Customer response
03/02/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Google account number ************ Below numbers are ********************** case numbers but no respond email or phone calls. My request of appeal suspension been denied. Witch they charged me and also try to charge more for advertisement outside of *** from Ireland my bank stop payment due to suspicious activity and google suspend my account. I do business in *** did job posting in ********* not ***** or other countries. They responds useless I already contact them directly and no responds and no body on telephone to talk. They are effecting our business and risking our 35 employee futures. I need help to salve this matter asp. Thank you
8-8844000032344
0-4216000032024

Customer response
03/07/2022
***Document Attached***

See Attachment/File: ***** Adress
Business response
03/23/2022
Hello,

Your issue has been escalated to the best experts possible for further investigation.

Our specialists are currently working on this case and should provide an update as soon as they have some new information.

We ask the BBB to provide us more time while we work for a solution.

Your patience is appreciated while we work for a solution.

Thank you,
******
Google Support Team
Business response
03/23/2022
Hi ********,

Thanks for reaching out. My name is *****, from the Ads Escalations team.

Our teams have reviewed your appeal and determined that your account is still in violation of our terms and conditions, and as such we wouldn't be able to reactivate it.

Our support teams wouldn't be able to provide further information on this issue. If you believe the suspension is in error, please submit an appeal through this troubleshooter: **************************************************************************************

Best,
The Google Ads team
Customer response
04/05/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
As you can see they put me in a circle no end. In my account my address shows ***** can not change or delete can not open new account. They dominate the market no other competitors. There is no body responding my requests never get any call or email just like here person name *****, from the Ads Escalations team if I think error resubmit inquiry in there wen site. This is going no where I need BBB team help in this matter they need to refund my moneys so far I paid close this account and open new one. I can not even delete old account and open new one in *** address witch where my business is and I do not do any business outside to ***.
BBB Please help so we can resolve this wishes circle GOOGLE putting us trough.
Thank you.
Initial Complaint
02/24/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I attempted to log into my email through Gmail, but I was confronted with several questions that I needed to answer to verify who I am. I deleted Google from my phone, because I do not use it. I do not have cell phone service where I am and there is no reason for Google to know anything about me other than I provided the correct login and password. I was not offered any option for verification other than getting a text to my cell phone. I cannot and do not want to do this. Please see attached to see the pages I encountered - I have removed sensitive information from the screen shots. I do not want anything to do with Google outside of using a physical computer and there seems to be no way to contact Google for complaints.
Business response
03/16/2022
Business Response /* (1000, 5, 2022/02/25) */ Hi, We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at https://support.google.com/ If the customer has already reached out through Google Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you. "For Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (https://support.google.com/accounts/answer/*******) for help. If your account is disabled please go to this page: https://support.google.com/accounts/contact/disabled2" Regards, Sunith BBB Core Team
Initial Complaint
02/23/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Google is charging me $2.04 per month on a phone that was given to the account for free for porting over a number. Google Fi never returned a phone I demanded they send back. They never granted me any credit for the phone - Google stole the phone. Case ID ***************
Business response
02/24/2022
Hi,

We apologize for any frustration the customer may be experiencing because of ********************** products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below.

For additional products and information, please contact us at *****************************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

Regards,
******
The Google Support Team
Initial Complaint
02/23/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Google is censoring negative reviews for ******************** authorized retailer ) in ************, ** I left a factual review and notified them of fraudulent reviews posted by employees of that company and their families -- using hyperlink next to review / hyperlink formatted by Google to report such fraud.Also, I have first hand knowledge that Cell Shop offered money to employees to post good reviews -- also a violation of google policies.While logged into my gmail account, I access those reviews, and see my own review.. however, when I log out of my gmail and visit the same review site -- My Review is NOT there. They are attempting to make me think that my review is visible.Google attempted to tell me that it is NOT their responsibility to provide accurate postings or to correct known violations.
Business response
02/24/2022
Hi,

We apologize for any frustration the customer may be experiencing because of ********************** products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below.

For additional products and information, please contact us at ***********************************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

Regards,
******
The Google Support Team
Customer response
03/02/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is nothing more than a weak attempt to diffuse my frustrations.
I have on a number of occasions contacted Google directly using suggested links. They are nothing more than dead-end links, that allow a person to vent their concerns and receive absolutely no resolution. It is their responsibility to provide a product ( Google reviews ) that is accurate and consistently monitored before providing that product to various websites. The strore manager admitted to me they get was able to censor the negative reviews, while ignoring others in direct violation of Google's .. no employees or their families leaving reviews.
I followed policy on filing complaints and they were ignored - complaints of clear violations.
Google attempts to simply divert complaints until a person just quits out of frustration.
Business response
03/11/2022
Hi ***,

Upon further investigation, the reviews you posted are unable to be reinstated due to violations of our content policies. For more information regarding our Prohibited and Restricted Content guidelines, check out this article: ***********************

You can also find more information about how to flag and fix inappropriate content here: ***********************

Kind regards,

Google Business Profile Local Team
Customer response
03/21/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Beyond removal of my reviews, which actually do not violate their terms ( or, they gave failed to explain in what way it does ).. my main complaint was that more than 75 % of posted reviews DID VIOLATE THEIR POLICY, of current employees and their families ( whom were not even customers ) posted 5 star reviews. Only my reviews were rejected because I left truthful and accurate reviews. Further the employer offered money to the staff to post reviews.
Google is trying to post only good reviews to encourage consumer interaction,this generating more business. It is fraud, while claiming they do not censor what is posted.
Customer response
03/21/2022
Further, the current store manager admitted to me on a phone call that he selectively had poor reviews removed. And, as stated previously 10 reviews were posted by a family, all with same last name.. all related to a current employee.
Plus another 6 reviews were posted by families of other employees.
Customer response
03/21/2022
I am aware of the specific law that protects social media from lawsuits, concerning what is posted on their websites --- however;
When they proactively control what content is posted, through censorship or policies, then they are actively being deceptive and therefore not protected under said law.
Customer response
03/21/2022
One last thing.. their statement that my review violates policy ---. I have been blocked from posting an updated review, which in no way violates their policies. So that statement by Google is at best insincere.
I believe that Google reviews should be put under close review, their so-called policies examined to assure neutrality and acceptance of negative and yet still honest reviews
Initial Complaint
02/23/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I was a customer of "********************** Fi", a cellular phone service provider, late in 2021. I was on their "Flexible" (pay for what you use) plan for multiple months. It was consistently around $30 to $35 per month for me. Only once did it go above $40 and that was $44 in June 2021. That was the highest I paid. I was anticipating using more wireless data so I considered changing to their "Unlimited" plan, however they would never give me a straight answer on how much they would charge me for the first month. It was supposed to be $70 for "Unlimited", so I figured the first month would be a little over that with taxes added. But, when I actually did try the "Unlimited" plan, I got a bill for $111.96 !!! I checked the bill the very morning the new plan, so only a few hours after it started. As soon as I saw that bill, I tried to immediately switch back to my "Flexible" (pay for what you use) plan that same day. But, they wouldn't let me! They insisted I had to go the WHOLE MONTH on that insanely expensive plan! I wasn't going to pay that, as they didn't tell me up front it would be that month (and, yes, I did ask). So, I ended up having to move my phone number to a completely different cellular service provider, since Google Fi would not be reasonable in any way. So, my number got moved within a week or so, but Google Fi was still trying to charge me ~$60 after the fact. I finally, just today (23 Feb 2022) relented and gave Google Fi my credit card to pay these bogus charges, and then what happens?? I get a message that my account was just Reactivated!! My phone number has been with a different provider for months, and I was told my Fi account was cancelled. Now they're trying to charge me even more?? The customer service system is terrible. It's all automated and just sends you in circles. I am not able to get through to a live person -- not by phone, text, email, or chat -- to fix this. They provide no access to live customer service people, at all.
Business response
02/24/2022
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Google Fi team directly, please contact us via this page: *******************************************fi/gethelpWe apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Google Fi team directly, please contact us via this page: *******************************************fi/gethelp

Regards,
******
BBB Core Team
Customer response
03/02/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not fix anything. They just pointed me to the same useless webpage I had already tried to use multiple times to resolve the situation, to no avail.

They asked for my "Case ID". I don't have one, but my Google Fi account number was *****. That, along with my name, should be enough for them to investigate the matter further.
Business response
03/14/2022
Hello BBB Team,

Thank you for bringing the user's issue to our attention. We see that the user switched from the Flexible plan to the Unlimited plus plan on their account, and the first bill ended up being more than they expected. When the user chooses the option to change their plan, they are given the link to this external help article: **************************************************************************************************************

With our Simply Unlimited and Unlimited Plus plans, a user prepays for talk/text and data charges. With the Flexible plan, user's prepay $20 a month for talk/text service, and they are billed for data usage on their next bill. Plan changes take effect at the start of the next monthly bill cycle.

We have confirmed that the user's ********************** Fi account is closed and we have processed a one time courtesy refund for the charges on the last bill.

We ask that the BBB close this case.

Thank you,
The Google Fi Support Team
Initial Complaint
02/23/2022
Complaint Type:
Service or Repair Issues
Status:
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.
My son, *******************, signed up for ******* Premium at the cost of $13.05 a month, and when he signed up, my *********** card must have automatically populated the payment information. I don't use that service and never have. He passed away on June 9, 2021. I tried calling ******* to have them stop billing me only to eventually reach someone who told me to contact the customer service department by email. I tried that, but it was a loop that would never allow me to proceed. I've spent hours trying to resolve this. About a month and a half ago, I finally wrote to Google/******* and included my son's death certificate, but I haven't heard anything from them and am still paying $13.05 on the 20th of every month. I don't know what my son's password for ******* was, as he never wrote it down. I've called *********** every month and have successfully disputed the charges, but I want ******* to stop billing me. Not only is this a costly nuisance, but it is a grim monthly reminder of the worst loss of my life.The ******* account should be under my son's name, *******************. His email was ******************* He signed up when we lived at ****************************************************************************. His phone was ************.Thank you,*************************
Business response
02/24/2022
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our ******* team directly about a paid membership or purchase, please contact us via this page: ************************************************************************************************************* Core Team
Customer response
03/03/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
They either didn't read the information I provided, or they were eager to get to lunch and couldn't be bothered. I previously tried a number of times to reach anybody there who could help, only to go around or be sent in loops -- just like the one suggested here, which I just now tried. I was able to speak with someone one time after an hour-and-a-half to a two-hour wait but was told I had to contact ******* online. I followed his instructions but couldn't submit the form no matter what adjustment I made.
As stated, I DO NOT know my deceased son's passwords, so I can't get into his ******* account to cancel his subscription, which is still being charged to my credit card.

I guess I'll send another letter, one to the address listed here. Or perhaps someone at ******* can CALL me to resolve this. It's very difficult to accomplish anything without a customer service center where I can have a real-time conversation with someone who can help.

Business response
03/14/2022
Hello ****,

Thanks so much for getting in contact with us. First of all, we want to extend our condolences to you and your family. We're so sorry to hear about your issue with cancelling the ******* Premium subscription on your son's account.

I checked your son's email address and confirmed that the subscription has already been cancelled on February 27, 2021. However, if you're still being charged for the subscription, it's possible that it was tied to a different email address. A support agent should be reaching out to you via your email address in ***** hrs so we can sort this out.

We look forward to helping resolve this.

Regards,
The ******* Team
Initial Complaint
02/23/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In December 2021, my family and I switched cell phone companies from Verizon to Google Fi. When we made this switch, we decided to upgrade one of the phones on our plan. Google, in December, offered a Pixel 5a phone at a financed rate of $15 per month for 24 months. We elected to purchase this phone at this rate. After buying, a few days went by and we decided to check on the phone's shipment progress. Upon logging into our account, we saw that the phone order had been canceled. We had not received any email notification from Google notifying us of this cancellation. We placed the order again. A few days later, same result. We then contacted Google Fi's support and they told us to place the order a third time. We did this. Later that day, the order showed that it was canceled. We then reconnected with Google Fi support and asked that this issue be escalated to a higher customer support office so that the issue could be resolved. This office contacted us on January 21, 2022 and informed us that an "engineering team" was working on the issue. They asked us for our patience and said they would be in touch when they had something to report. We have since received eight email between January 21 and February 23, 2022, saying that they are awaiting a response from the "engineering team" and there is nothing else to be done. They have offered no explanation as to why this problem has been occurring, and no proposed alternatives. Meanwhile, the price of the Pixel 5a we would like to purchase has gone up and the old phone that we would like to replace is having more and more problems. We are trying to spend money on the products that Google is offering, and have been doing so for over eight weeks.
Business response
03/25/2022
Business Response /* (1000, 5, 2022/02/24) */ Hi, We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at https://support.google.com/ If the customer has already reached out through Google Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you. To get in touch with our Google Fi team directly, please contact us via this page: https://support.google.com/fi/gethelp Regards, Sunith BBB Core Team Consumer Response /* (3000, 7, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Response was not helpful. My original message stated that I have already been engaged with Google Fi support for over a month and a half, at least. Case ID *************** I would like to be contacted directly by someone with the authority to at least EXPLAIN why this completely unreasonable issue has been occuring for over 3 months. Consumer Response /* (-5, 8, 2022/03/03) */ We have had some more communication with Google Fi's support team today. They confirmed that they will not service our purchase of the Pixel 5a at the price advertised in December 2021, when we first attempted the purchase. I would like to add to my complaint that I believe this constitutes a bait-and-switch. We were denied a sale. We were asked to wait patiently. The price was increased and we were told this was the only price we would be able to purchase at. Business Response /* (4000, 10, 2022/03/16) */ Hello BBB Team, Thank you for bringing the user's issue to our attention. Our engineers have been investigating the order issue they are experiencing and at this time they have not found a resolution. We have offered the user the option to purchase a different device through financing or purchase the Pixel 5a and receive a partial refund of the purchase price. We have also applied a one time courtesy credit to the user's account for the inconvenience. The user has advised that they are canceling the service and are moving to a new provider. We ask that the BBB close this case. Thank you, The Google Fi Support Team Consumer Response /* (2000, 12, 2022/03/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
02/23/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a google chromebook from the Google Store back in January for the amount of ********. Unfortunately this item was not upto standard with what I was expecting. Google has a free 14 day return window, which I used to request a return for this item. This item was delivered to return address nearly a month ago, using *** shipping, tracking number being 1Z445Y318807588170, and RMA number: RMA62333536. *** Tracking shows it was successfully delivered to Google's location with proof of delivery and signed for by Google.A week after the item had been delivered, my refund still didn't appear so I contacted Google asking when the chromebook laptop would be refunded, as it was very costly. For 3 weeks they continued to give me copy paste answering saying they would provide an update in ***** hours. I requested a supervisor to call me, yet no one bothered to call me. When I try to call Google support directly, they hang up on me. Their policy says all items will be refunded within 14 business days of receiving it. It has been almost 20 business days. I tried emailing support, yet they respond with the same copy-paste 'we will update you in ***** hours you have reached the highest escalation response". Despite saying ***** hours each time, the case has now been open for two weeks. Case Id #****************************, Google Support has wrongfully locked me out of my account and refuses to allow me access again, despite me uploading Id verification to proove it is in fact me. I cannot access my original google account or order details because of this, and despite google support saying they will forward this information to a new gooogle email account I had created, they still have yet to actually follow through on their promise.Currently I do not have the item in my possession, nor do I have a refund, nor do I have any reliable way to contact support, nor do I have my original account they locked me out of, nor am I satisfied with their customer support.
Business response
02/24/2022
Hi,

We apologize for any frustration the customer may be experiencing because of ********************** products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below.

For additional products and information, please contact us at ********************************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

Regards,
******
The Google Support Team
Customer response
03/02/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already written the case id number in my original complaint. The agent simply did not read it or else he would've easily been able to read it. This represents unprofessionalism on the part of the agent, however, I will repeat it again:

Case Id #***************

The RMA for this item was RMA62333536.

The item in question was a Google Pixelbook Go.

Additionally, had the agent checked my case Id number, which I again included in my original complaint, they would have noticed that I have contacted Google Support via chat, email, phone call, and social media multiple times within the 3 weeks this case has been open. Google support agents have hung up the phone on me on numerous occasions, and ignored my messages constantly, with mo way for me to leave behind reviews of my experience after each interaction. It has been over a month since the item, a Google pixelbook Go, has been delivered back to the Google, it has been over 3 weeks since this case was escalated to Google support, and they refuse to provide me a resolution.

This is why I ended up filing a complaint with BBB against Google, as Google support has been thoroughly unreliable. Despite waiting nearly a month, there is still no update on the status of my refund and Google support continues to delay processing a refund.

I again request a refund for the cost of the item, back to my original form of payment, as the item had been delivered and signed for by you over a month ago, and your policy had previously states that customers will receive refunds back within 14 days of receiving the item, a policy which you have already broken, and refuse to acknowledge.
See Attachment/File: 3C82EC71-BC1A-4481-BD5B-08789AD0FB2E
Customer response
03/02/2022
***Document Attached***
I received another email today from a Google support agent named ******. Again this email showcases how unreliable and nonsensical their support staff is.

In the email that was sent the agent confirms that the item and its RMA were successfully sent to the address provided. They then proceed to deny me a refund. I returned this item to them using the given RMA and prepaid shipping label they provided over a month ago.

The RMA number is RMA62333536.
The tracking number is 1Z445Y318807588170.

Tracking details on the *** website also confirm the item was sent back and accepted by Google support. At this point, I don't know what else to do other than point out Google support's flawed customer experience, and again request for a refund as the company has consistently violated their own policies due to either misinformation or a lack of care.
See Attachment/File: 5F8E4241-0997-4A95-A6CA-451B30C946F4
Business response
03/20/2022
Hi,

Your issue has been escalated to the best experts possible for further investigation.

Our specialists are currently working on this case and should provide an update as soon as they have some new information.

We ask the BBB to provide us more time while we work for a solution.

Your patience is appreciated while we work for a solution.

Regards,
*******
BBB Core Team

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Business response

Customer response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Customer response

Customer response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary