Google Store

I guess I got lucky – I bought a Pixel 6 pro from the Google Store and honestly I can't fault it. I placed my order on a Sunday and the phone was delivered that Wednesday. Customer service was friendly and helpful when I phoned them for an ETA on my order. If I had read these reviews first it probably would have scared me off ordering through them but I seem to have got lucky with such an easy transaction. Show details

Quick and Clean Delivery – I had an overall great experience with Google store. The delivery was actually before time, and the ordered products were in mint condition. Ordering process on GS is also quite simple, particularly when you have a Google account. I was honestly skeptical of GS products due to the negative reviews mentioned here, but my friends haven't had any… Read more

issues through GS. I guess only people who have received damaged goods have voiced their opinions here. Guess I'm lucky to not have received such.

Excellent after sales support – I purchased a Pixel 2 phone through from another retailer, after about 20 months the phone began to have issues charging or having the charging cable stay in place. I contacted Google after several unsuccessful attempts at fixing it myself, and was pleasantly surprised! I wasn't expecting much calling up a predominately online company, but the… Read more

Google team member on the phone listened perfectly and understood exactly what I was saying (no having to repeat myself), within 15 minutes the call was over and they had organised for my phone to be returned and a replacement sent out!

Their courier came to my work to pick up my phone for return on a Thursday, by Monday I had a refurbished replacement phone at my door! Exceeded all my expectations and has given me even more confidence that even if something does go wrong, I won't have to waste my time on multiple phone calls or emails to get it resolved.

I bought the Pixel Buds Pro and was initially excited, but the product turned out to be faulty. I returned it to Google following all their instructions, and I even have confirmation from the shipping provider that the return was delivered. Despite this, Google now claims they never received the item. It’s been over five weeks without my… Read more

headphones, and their customer service has been completely unhelpful—repetitive responses, no clear updates, and zero accountability. I expected better from Google.

If you value your time and money, I’d strongly recommend looking elsewhere. The product might be good when it works, but the after-sales support is a nightmare.

PHONE TRADE IN - SCAM? - End of last year my husband initiated a google store purchase of a phone with trade in refund. He recieved the phone and an email saying it was two step process - step one - delivery of phone (delivered) / step two - delivery of trade in kit. Unfortunately around that time we began to care for our dying father and… Read more

recently realised we had never received the trade in kit. When I looked into it and I found google had gone ahead and cancelled it without any warning of any kind. My husband talked to google and they claim we were sent the kit and an email saying we had a month to send it back .. we repeatedly told them we never received the kit and have checked including spam folders and no email ... We requested a copy of the email and proof of delivery but they kept insisting it was computer generated and couldn't send to us and expected us to just accept that... my husband asked to speak to a manager but was fobbed off and told none were available and wasn't sure how to proceed from there. So I then requested another call.. we were given the same excuses but this time I insisted the complaint be escalated and we were told someone would call us today.. I will update this review when there is an outcome .. completely unacceptable that they just claim to send something and emails and then refuse to send proof

Faulty google nest and the worst after sales support – This is the future, they have let these companies become a monopoly and so greedy, how can a company the size of google be what in my experience the worst warranty support I have ever had to deal with, maybe in the USA they are ok? they have unlimited financial resources and allocate nothing to local after sales support, unfortunately I have… Read more

slowly accumulated a few google branded devices, but after this I will no longer buy anything google branded. I have had a number of Warranty claims with Samsung and Apple over the years and will now stick to these brands as the after sales is worth the extra initial cost and google products are not cheap, I am genuinely confused at how a global leader in technology, has the after sales support of a tribal village in a remote 3rd world country?? I have spent a small fortune upgrading 7 Nest protect smoke alarms and have had issues with 2 of them in a matter of months from time of installation. my old ones were 12 years old and never had one issue. I feel sick to the stomach that I feel I am going to need to replace these in a short period of time, ok if the house burns down and my family dies because my smoke detectors are on a 4-week round trip for repair, I guess as long as google's bottom line keeps growing that's more important

Terrible returns policy – Google Store Review: I returned two products, yet Google still charged me $100 for a bonus, even though I returned both items. This would never happen with Amazon or JB Hi-Fi—their return policies are fair and straightforward. Google's return process is unfair and misleading, and customer service was no help in fixing it. It feels like I’ve been robbed, and I wouldn’t buy from them again. Avoid if you don’t want unexpected charges! Show details

Deeply disappointed – Extremely Disappointed with Google Store Australia I purchased a Google Pixel Stand Gen 2 from the Google Store Australia, and it stopped working within the warranty period. I reached out to Google support on 28th November with all the required details, including my order number, product information, and photos. Yet, over two weeks later, the… Read more

issue remains unresolved.

To make matters worse, they've asked for consent to access my Google account, even though I've already provided everything needed for warranty processing. The lack of response and action has been incredibly frustrating.

If I had known it would be this difficult, I would have bought the product from Harvey Norman or JB HiFi. The slow responses and lack of resolution have left me deeply disappointed.

I will never recommend purchasing from the Google Store again. I expect much better customer service, especially when dealing with a warranty claim. Shame on you, Google Store.

WARNING: do not purchase directly from Google Store – We purchased a Google Pixel 7a from the Google Store. 5 months later service was blocked because someone had reported it stolen or missing a few days after it was shipped to us. I have spent hours and hours with the service department and with our provider to try to resolve the issue only to discover that the only possibility is that someone in… Read more

the google warehouse must have reported the phone missing so it got put on the "blacklist". Google insists that they did nothing to cause my phone to be put on the blacklist and that the problem must be with my provider. The fact is that only Google can correct this error and they insist that it is not their fault. The only other option is that they sold and sent me a stolen phone - to which they insist is impossible. So I am stuck with a phone that i cannot use as a phone, and honestly I don't need a $450 camera or game device. I am sick and tired of trying to correct this so I am going to make sure that anyone who plans to buy from the Google Store is aware of their incompetence and unwillingness to do the right thing. DO NOT BUY DIRECTLY FROM GOOGLE STORE!!!

New Google Pixel Fold Phone – Do not buy from the Google Store and fo not buy their new fold phone.I have been trying to get assistance from the Google Store in order to buy a sim tray- without it you can't use the phone.No one has the part and the Google Store are not responding.You can't reach them and they don't return calls or emails. I should have stayed with the Samsung fold. Super disappointed!!!@ Show details

Confusing and overly complicated customer service. Not customer focused. Avoid – I bought a Pixel 7a for my daughter. It almost caught fire while charging but luckily we noticed it while the USB power lead was smoking so we unplugged it. I tried to make a warrenty cliam and the process is so confusing and hard to follow that it makes life alot harder than it needs to be. I will never buy from the store again and would use a proper retailer in the future. Show details

Worst Support on the planet – Ordered a pixel 8A on 10th May for delivery on the 14th May (global release date). Delivery was via organised free by Google with APost (Startrack) parcel service).. Startrack tracking never worked, and still does not work. When no device by the 13 May, started the most tortious and unprofe4ssioanl interaction with their AI chat support, via… Read more

email and a call to an Indian call centre.. All I required was a) where was my phone, and b) when would it be delivered.. After around 6 hours and several; days I gave up as Google refused to provide this most basic of information.. So I simply charged back the original fraudulent payment ( as Google had no intention of delivering the goods it had charged me for).. PS: I regularly buy from Amazon, and mostly get hassle free next day delivery... STAY AWAY FROM GOOGLE STORE.

Wish I had read reviews before purchase – Purchased google chromecast 4k from the google store. It stopped working after a week of use. Contacted google store and put through to support. They diagnosed a problem with compatabilty between Audio/video receiver and the chromecast. They agreed to refund as device not fit for purchase but due to technical problems could not process refund… Read more

straight away. This went on for a week with several emails promising refund etc. Then an email stating we have changed our mind no refund. What sort of business does this to its customers? I am now writing to the ACCC as they are treating Australian customers with contempt. If I had purchased from a brick and mortar store I could have taken it back no problem. Never again will I purchase from the google store and will avoid google products where I can.

Horrible warranty replacement service – Cant believe such a profitable and leading company like google operates like this. Horrible products, customer support and warranty services. Been trying to get my nest hub display replaced or repaired under warranty as I believe is having a hardware fault. After many tries finally reached out to support on chat, wasted my time trying to fix it… Read more

over chat and didnt trust when i said the device is faulty. Still waiting for a response for weeks now as said matter will be escalated. Horrible services and products. Havnt been able to use my nest hub for 3 months now. Dont recommend purchasing anything from google store.

Didn't received my order because they denied my payment 3 times – I've pre-ordered on 5th October the pixel 8 pro with pixel watch 2 LTE and the buds pro all in blue azure, after approving the order and receiving mail with confirmation, 4 days later they denied my payment, tried a second time, 2 days later same problem, they denied my payment, both times I've talked with customer service, lying to me, saying… Read more

they need 3 minutes but it was more just to say that my bank is to blame, after talking with the bank they said I have no problem whatsoever making the payment, after 1 week of stres talking with customer support, trying over and over to update my card just to be denied, I've placed another order same items just on black this time and voilà, payment successful money gone from my account and order prepared for delivery

This grey import store should not be operating – Stay away from this type of grey import stores. Unlike Samsung, apple, Alexa etc. have some sort of local physical repair centres or shops, or at least a local toll free number to call. Google store has no numbers, no warranty email, no local repair centres. You have to request a call back from US site then google store au sales staff would give… Read more

you call back then refer you to warranty repair people. Then the repair and replacement is also as hectic as everyone described, call up toll to arrange your own shipments to repair centre in Hong Kong then google would decide whether to send you the replacement. This is not a proper product warranty or guarantee should look like when the products can be found in local big stores such as jbhifi and Harvey Norman. Accc should be started to watch this guys.

Worst experience and biggest mistake to buy Pixel – Worst experience and biggest mistake to buy Pixel. I bought a Pixel 7pro, after few months phone was freezing every day! Google said we will send you the replacement phone but we need your credit card details if we don't receive the faulty phone so we could charge you. After few seconds they received my card details they took almost $1500 and send… Read more

me refurbished phone with out telling me about this. After days, hours on the phone and so many emails no one was able to help me! Even after they received the faulty phone I'm waiting 3 weeks to get my money back! The google customer service just putting me on hold and the end will say we don't have any authorization to check the process and someone will contact you 24 to 48 hours. It's shocking there is no actual store or phone number in Australia! Save your valuable life and buy apple products, at least their customers service is great and you can walk to the store.

TERRIBLE SERVICE! Product sent to wrong address, 10 days of emails NO FAIR RESOLUTION – I ordered a product and it was sent to an address in another state, after 5 emails it was finally accepted the mistake was on they're system. Now I've been advised that when the product is returned via Aus Post (sitting for 10 days) and they receive it in they're system they will refund. I had stated throughout that I just wanted the product I… Read more

ordered and paid for sent to me. They have me waiting because if a mistake they have made. Awaiting back a response...TERRIBLE

Google failure to fix issues – My 12 year old son bought a $20 google gift card so he can install a game. When he tried to redeem his gift card he couldn't there was an issue when putting in the code, we tried over and over again with no luck we followed all directions from Google but still no luck. I googled the issue with the card and noticed that many others have had the… Read more

same issues as we did so I contacted Google, Google asked me to send verification of purchase send receipts and place of purchase also to take photos of the card with the code and photos of the receipts from the place of purchase, I did all of this and was sent a email the next day saying they can't do anything to rectify their issue with the card. Very poor response from Google considering we submitted all documents and proof of purchase. My son only wants what he paid for nothing more, this is how a multi world wide company treats their customers especially a 12 year old boy. Shame on you Google.

Very poor customer service who try to break consumer laws – I needed a warrantly replacement for a faulty product less than 5 months old. Google store made me pay for a warranty replacement ( or alternatively wait much longer). They didn't provide return shipping details so threatened me because I didn;t return ship before the deadline, meanshile I had to wait 30 minutes each time I contacted support- just to get return shipping details Show details

The warranty RMA process is horrific – I bought a Pixel Stand for my new Pixel 7 Pro phone. The charger that came with the stand died rendering it useless. I contacted Google support and went through the process to organise a warranty RMA and replacement. You pay for the replacement in advance and this is refunded once Google receive your returned item and confirm it's a warranty… Read more

issue. Easy enough right? Wrong.

Warranty claims for the Google Australian store need to be shipped to Hong Kong. You have to organise the international shipping yourself, although Google pay for it. This means you need to print 3 copies each of the consignment note and commercial invoice plus the security form. I don't have a printer so I had to drive to Office Works to get these printed. The instructions provided to complete the security form didn't make sense so I don't know if I completed it properly. Then you need to sit on the phone with Toll for a few hours to organise for a courier to come and pick up the item.

If you are going to sell in Australia, offer local Australian warranty handling.

Google Store is rubbish and has no support for often defect products – Purchased a next camera which wont charge and impossible to return it. Tried to ring the Australia google warranty support line and it has a voice message that due to covid they have no staff and to go online. Online just says to call the support phone - unbelievable! Covid is not even a thing here anymore. Its like you dealing with some Russian or Chinese company. Show details