Reviewer Photos & Videos
Bought a Pixel 4 XL from Google Store Worst Experience EVER!! Do not buy from Google Store!!
I bought a Pixel 4 XL from the Australia Google Store, it came pretty quickly which was good but it went all downwards from there. My phone was a demo phone which means it was used as a demo by a retailer and cannot be used by owners and in the box everything else other than the phone was missing, charger, earphones and quick switch adapter.
I just paid over $1200 for this phone and I get a dirty looking box with a phone I cannot use and missing all accessories. It actually feels like I have been scammed and its from the official Google Store.
This is just unacceptable from any retailer especially from Google.
Faulty pixel 4, awful Google Support and international fees!
I preordered the pixel 4 and was so excited to receive it until when I realised it was faulty. Lines through the screen. Google Support were not helpful and it took a month for me to get my refund. Beware of international fees on purchase. Charged $40 and found the site deceiving as it looks like an Aus store. One Google Support worker said they would refund the fees as a courtesy but then they dedicated that from the amount I paid for the phone when it finally came through. I also had to chase up the refund. Terrible service. Will never buy from the Google store.
Google. I have Google account and it is blocked buy same one ..now I can't get back
It's say belongs to me
I yes with my bank card
And my mobile number
What Google not responding
To my request
I don't know what going on
The reviewer stated that an incentive was offered for this review
Google Store Australia process Australian Dollar credit card charges via UK so expect bank fees .
Had $10.40 in Bank fees on an Australian Google Online Store transaction charged by my bank on my CC. Found out Google process the AUD transaction via the UK so my bank charges offshore process fees as if it was FX. Only seen this on small company websites before that could not afford proper setup! Be aware of extra charges. Should have bought at JB HiFi as cheaper when fees included!
Terrible service when there is an issue with phone
Bought a pixel 3 that stopped charging, was sent a replacement phone that had no volume. Kindly asked if I could be sent a new phone because of the issue I had with the previous refurbished replacement. Was told my request had been escalated - it has been 1 week and I still dont have a phone or an answer as to when I will get an answer. Have contacted customer support 3 times.
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 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 ret...urned 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.
Took a month to get the right replacement phone
I bought a Google Pixel 3 XL from an online retailer about a month ago. The fingerprint sensor wasn't working, so I rang Google for help. They confirmed it's not working correctly and offered me the option of sending it to them and they would replace it. I specifically asked if I would get the same colour (white) as I dislike the pink colour. I also said if there's no white then black will be ok. I got a pink phone! I rang and was told that it was because they have problems with the white ones in stock. They offered me $20 Google store credit, ...which I found crazy. I spent a lot of money on the phone, and picked the colour I wanted. If the only colour for sale was pink I wouldn't buy the phone. They said they'd escalate it and someone would contact me soon. Over the coming week I kept ringing to find out when the escalation team would contact me, and asked what's the expected response time. They couldn't tell me, so I asked will be days, weeks or months? They said they had no idea. Finally a week later I got thru to a guy, explained the whole thing again, he went off the phone to investigate, then returned and said that I could "rest assured" because it had been escalated, which I had already told him!! I then asked him to find out when I could have a phone, and he went off the phone. Minutes later the call is disconnected. I ring again, and get a woman who investigates and tells me that the escalation team will contact me in 30 minutes. They did, and the fellow asked me to wait while he checked the availability of a white phone. After a long wait he came back and assured me that he had secured a white one for me. So for the 2nd time I go through the process of waiting around for a courier to pick up the phone. Yesterday I received the phone - it was pink again! I rang up Google and demanded I speak to someone who could help me, and that I didn't want to wait for the escalation team to contact me. They gave me the standard excuse that they had problems with stock of the white phones,and I told them that I already heard that, plus the fellow who spoke to me the week before that he had "secured" a white phone for me. I really hate getting fobbed off with made up excuses. The truth probably is that the pink one is a slow seller so they keep trying to offload pink phones on people. They assured me someone would ring me that night, and they did. This time I was advised that they would send out a white one to me, and I could return the pink one after I received the white one. So now I'm just hoping that a white one, the correct phone, is actually on its way to me. I can't believe the inefficiency in sending the correct phone back. My next phone will not be a Google for sure.
- Verified customer
Not even worth 1 star. Will take your money and cancel your order. No refund
Not even worth 1 star. Will take your money and cancel your order. No refund and not even willing to reach an outcome. Remove your bank card details as soon and you can. They will charge you again.
- Verified customer
I always say the true test of a company is their after-sales support. My recent experience with Google shows me they well & truly understand that.
I had a minor, rare hardware issue with my Pixel 3, which I relayed to Google via Android's inbuilt chat tool.
She got me to test a possible software solution, but gave me her email & opened a case, in case it reemerged. It did, so I emailed her. She said I could ask the original third party retailer to perform an RMA, or I could do it through Google – I chose the latter.
I sent the phone off last ...Fri & it arrived at Hong Kong in *two* days. Google emailed me yesterday to say my replacement device had been shipped & I received it *today*. Not only that, but they also sent me a brand new retail phone – not refurbished – box, accessories & all: Google is much less experienced in supply chain & hardware support than Apple, but they've been able to match (and even exceed) their historical level of service—from initial point of contact, to sending the replacement. Needless to say, I'm impressed.
- Verified customer
i purchased an item and couldnt get it
i purchased an item and it was a promotional thing where i entered a code and got the item for free through the google store link then it was delivered to the wrong address and returned to google wearhouse so i called and talked to them about resending my free gift for signing up on google drive that i ordered and all they could tell me was there was no way to get me my gift back once it was miss delivered. she talked too two people above her and they said there was nothing that could be done. all i could think was really this is GOOGLE right???? and theres nothing you can do... WOW. I had a different perception of google compared to other companies before this.. guess everything changes
I am amazed that one was even able to contact the otherwise arrogant uncontactable google at all!
One is gobsmacked!
Have downloaded many apps from google store that were shoddy and did not do as the manufacturers (mainly back-yard software copycats) claim.
80 percent of these 'apps' are nothing more than bandwidth guzzling advertising magnets, so beware!
And, a guarantee from google isn't worth a colon full of excrement, its just a sales ploy!!
Ever try telephoning the only contact number google has in Australia??
Try it and see!
(02) 9374 4000...
- Verified customer
Google Store is willing to sell back-ordered merchandise
Google Store will sell you products that are out-of-stock, but won't tell you that it is back-ordered until after you make the purchase. I purchased a white Google Pixel 3 and it showed a delivery date of 2 - 3 days. After the fourth day of not receiving my order, Google Support said that the Pixel 3 that I had ordered is out-of-stock and that as soon as it reaches the warehouse, my order will be shipped. 2 weeks later, nothing has been sent and no white Google Pixel 3 has reached their warehouse. I am now told that they cannot give me a time p...eriod of when it will become available. Google Support pretends to be concerned by always apologizing for delays, but after any communication, nothing is really done. Instead, they email generic responses to complaints. Google Store is not to be trusted. I am not alone. Just read all the negative reviews of unhappy customers and think of the hundreds of thousands of dissatisfied customers that haven't written a review.
- Verified customer
Don't buy from google store
I should have read these reviews before trying to buy a Pixel 2 from the google store. They showed the product as available, processed my order and payment, and now have told me that my order is delayed because they don't have any product available. There is no channel for complaints and my query has been bounced around to 4 people in 24 hours. A case study in appalling service at the moment.
Bad customer service & been waiting over 5 months for my purchase
I purchased a Google Pixel 2 phone with 'free' Google home mini. Well I received the phone in 2017 but after waiting over 5 months have still not received the Google home mini & customer service really don't care. Google ate a joke, will never buy from again.
Rude, obnoxious, horrible customer service.
I called Google last night, was on hold for over an hour, I had a problem with my 2 step verification code using my phone number, which was changed (by the hacker) I spoke to one of their operators in Singapore, the operator refused to help me and hang up on me. I redialled the number 40 times and kept hanging up on me, now I can’t access my account with the 2 step verification code which was changed to an email address that starts with bra......... @ Gmail.com which is not my recovery email address, my normal 2 step verification code was my mo...bile number I am absolutely furious, your Singapore operator advised me that my email address was hacked by a Samsung galaxy 8 in Mexico, in Germany with an iPhone 7 and in Gold Coast also with Samsung galaxy 8, the operator wanted to charge me $150.00 Which I refused, when I asked to speak to his supervisor he hang up on me, so I sent an email to the customer service support to look into this major problem. He was rude. And Would not help, I was hoping he could solve this problem without involving my solicitor and the media It was a discussing experience, I never expected this level of crap customer service.
Appalling customer service
They screwed up my order, did not apologise and did not offer to fix the issue. In addition to all that I spent over 30 mins on the phone on hold and then the customer service representative disconnected the call. A large company like google should be ashamed by their customer service.....it’s atrocious! They are not worthy of even getting one star rating.
Terrible Service.Google Play store.
When my phone updated to lollipop 6 it wouldn't re start. Contacted Google store on 13th October 2015 and was told it would be replaced as it was still under warranty. Courier picked it up and it was delivered to Hong Kong on 22nd October. We were sent a link to re order a replacement phone which didn't work. Kept coming up error 400 and multiple links also failed. I have had several other links to do with other stuff and i clicked on them with no problems so i can't see why they can't get it to work. I asked them to do it manually and was told...their system doesn't allow it. My gosh they are trying to build a driver less car and they can't even get this right. It's coming up 3 Months since i contacted them about my phone and my last e mail from them was the 28th November 2015 telling me they will sort it out. SO WHERE ARE YOU!!! YOU HAVE MY PHONE AND NOT REPLACED IT. If you are going to do nothing at least refund me my money.
- Verified customer
Don't buy from Google Store
I tried buying the graphite version of the phone online at the beginning of December direct from Google and got sent the frost version. I contacted the Google Store and they refused to replace the phone and was forced to return the phone and reorder again through the online store. Begrudgingly I agreed and despite getting a verbal confirmation there was plenty of 128's in stock, it now turns out almost two weeks later since reordering, that they didn't actually have any in stock and no ETA on when they will be able to deliver any of these model...phones! I was promised call backs when I enquired on the status of my order...never got a call. There was no formal communication by Google to explain the stock problems, nor did the shipping staff members seem to care when I raised these issues about failing on customer expectations. I tried to speak to a manager, was refused. This has broken my trust in dealing with online stores, because if Google can't get it right, then who can? My advice would be to only buy this phone through a bricks and mortar outlet.
Questions & Answers
Why does the Product Review Website not review and delete posts unrelated to the headline topic. Google Store issues have nothing to do with Google Account Service issues please!!!! A person with google account access issues should not post here and detract from vaild complaints about theconduct by the Google Store!
How to tell if its a scam??
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