Reviewer Photos & Videos
Don't buy from Google
Disgusting service from a multinational corporation. Didn't even know I successfully bought an item online as I received no confirmation in any form. 3 1/2 months later they withdrew money from my account for the item. Still no contact regarding purchase from Google. No estimated delivery, no invoice, nothing. You can't even contact Google by email or phone on the Google store, you just get taken to a page of useless answers. I will be contacting the ombudsman about this. Abysmal service from Google. This store needs to be shutdown.
Unimpressed with Online Store
Love the Pixel 4a phone! Extremely disappointed with the Google Online Store service. Had to wait a month for delivery. Contacted store to find out reason for delay. No one contacted me!
Bought two more of the same phone from a notable office store and received order in two days. To add insult to injury upon found we were hit with a $17.97 AUD+Foreign Fee.
They make it near impossible to return a faulty item
So far severeal emails have been sent for me to authenticate who I am, I have spent 2 hours on the phone and still got nowhere. Never ever again will I purchase from the Google online store. They are trying to tell my my email isnt linked to my order.?? How else did I order then? I have supplied the product serial number and the order number and still no luck. All this for a swap over of a faulty Google nest they sent me. Absoluely ridiculous.
- Verified customer
Deceivers. They win competition from other sellers by claiming quickest delivery options. Which they don't meet.
I wanted Pixel 5 so I filtered some web results. Out of top 3, I choose Google store as it promised for quickest delivery (3 days & no fee). Little did I know that the no-charge delivery was going to get my phone stuck in transit for more than 2 weeks which required chasing with the courier company and eventually getting it to re-courier on my own cost.
Google support has no option to assist you with that. So, in a way it was very deceptive of Google to take a lead for securing a purchase by telling a lie about delivery speed which other vendors would have done the job with sincerity and honesty.
Terrible customer support, avoid
Tried to return something under the "return anything in 14 days" policy. I never got sent the return labels, what a nightmare! 5 hours and countless chat sessions and emails later, I've given up. Life's too short, I'll sell it on ebay and take a $20 hit rather than go through the pain of their terrible low quality outsourced support any longer.
I'd recommend avoiding this and buying at places that have decent customer service and integrated, working returns processes.
- Verified customer
Overseas transaction fees at AU google store!!
The AU google store deceptively charges you from overseas, so you get hit with foreign transaction fees by your bank. I got stung $18 on my phone purchase - would have no fees at Officeworks. I asked and was refused a refund. I expected better from a company as smart and profitable as google.
Poor customer Service! Faulty Product!!!
Bought a Google Nest HUB from the google store in June and it has been restarting automatically everyday for the past few months. Reported the issue first weeks of Sep and the replies/service has been appalling.
They have been going back and forth for the SN. And asking for a receipt when I mentioned n times that I bought it through the Google store using my Google account.
Still no resolution. They have diagnostic data, but want videos etc to resolve it. Am not gonna sit in front of a system whole day waiting for it to restart and to record the same.
Absolute poor customer service and product support.
The Google Store is a ripoff.
At no point on the Google store site does it tell it's Australian customers that despite pricing in Australian dollars, and offering free delivery, your transaction will be done overseas. This no doubts reduces their tax bill but opens the customer up to international transactions from their bank. In my case, 3%. I will try to get it back through the CBA, but don't like my chances. This should be illegal. If you quote Australian dollars, it should be a local transaction.
The WORST Online Retailer
The worst online retailer!!!!!
Do not waste your time and money with this poor excuse of store.
Customer service? There is none.
Follow through - none.
Professionalism - none
Care and effort - none
This appalling list would become too lengthy if I were to outline everything that’s wrong with DSHOP....First Item arrived cracked and broken. This was purchased in April. 2nd item arrived scratched and damaged and I was missing 2 items. I called and was promised they would be refunded immediately and I said cancel the missing items that never turned up and refund immediately. A week later, the 2 items arrived. I opened up a box and it too was chipped scratched and damaged. Despite 50+ attempts to get the company to do what is legally required, I’m still being forced to continually email, call and write via the online chat But to no avail. A different person, supposedly senior named Rachelle wrote to me asking for video footage. Are you serious?????? I sent multiple photos and repeatedly. It seems what they do is LIE and try to make it impossible to obtain a refund for damaged goods, which is against Australian Consuner law. Prior to writing this, I threatened to write exactly what has transpired everywhere online, so that you don’t waste your time and money. It’s simply not worth it! This pathetic excuse of a retailer should go bankrupt and my only desire is to obtain a refund and have them collect all this garbage, as my small apartment is not a storage facility. I’ve attempted to resolve this since April. DISGUSTING!!!!!!!! Please remember your consumer dollar is worth something and irrespective of the apparent great pricing, nothing is worth this nightmare. I urge you to share your horror stories, so we can eliminate this disgraceful online retailer. Taking the time to write such reviews will signal to Google that this is NOT a trusted company and then their rankings will fall, as they should!
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.
I purchased doors almost 2 months ago and I've yet to receive. They have given me lie after lie regarding the eta. They promise you the world to buy the product then they don't care.
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
Questions & Answers
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