What should have been a simple order I ordered a replacement Chromecast remote on Mar. 15. It never came. I checked the provided tracking number and it shows “Awaiting Carrier Pickup” on Google’s side and the number doesn’t exist on the UPS side. Google refuses to acknowledge that the remote never shipped and refuses to ship another one. They won’t let me speak to a supervisor. They want me to consent to providing ALL of my Google account history to investigate the issue. I told them no. They won’t refund my money. So, I disputed the charge with my credit card company. Really, what the heck Google!?! UPDATE: Apr. 11 Never heard from a supervisor. Google Store still shows "Pending Carrier Pickup" and has failed on all aspects. The quit emailing their canned response when I stated that they should all be fired for being inept at customer service. Credit card refunded money and is waiting on Google Store's response. Even if Google responds, my credit card has assured me that I will win this case.

Google watch 2 not delivered Orderd a Google watch 2 WiFi. DPD the courier sent a text saying that the watch was on its way but then changed to status to “on its way back to Google”. I raised a case with Google support. After supplying screen prints of the tracking status and texts to Google I was told that after an extensive review by their escalation team (2 days) they told me it was delivered. I informed them it was not and could they provide information of proof of delivery. I then got a message saying that their decision was final and that I was not entitled to a refund or a replacement. I again went back to them and asked if they had read any of the proof I sent to them saying it was on its way back to Google. I then received an email telling me I could take legal recourse and to have a nice day. Unbelievable! I have written to the MD of Google retail and FMCG as there is no way you can escalate the case with Google support. I feel that Google has swindled me out of £300 plus told me if I don’t like it to take them to court. Never order from this company. Their customer support is appalling and you cannot find anyone with any authority to speak to. Senior execs at Google do not give a care about their customers.

Impossible to get a defective product replaced I got a pixel watch from store.google.com on launch day. I reported a fault 3 months ago and I'm still waiting for the RMA to come through to return it. I get a message every 4 weeks asking for more information and then nothing - no responses. I thought buying directly from Google would be a good way to get effective product support, but clearly this is very much not the case. I've always had Google pixel devices, but I'm considering moving to Apple after all this hassle.

Purchased a Google Nest thermostat and… Purchased a Google Nest thermostat and took the option for installation as well. Unfortunately, Google / FedEx botched the shipment and now I have to deal with 3 parties. Google won't talk to me until I speak with FedEx (who of course waste time and only when pressed admit they can't find the package). So, 30 minutes there, then reschedule the appointment for the installation, presuming Google would overnight the item. Then, on with Google....only chat available.....and they won't expedite at all....their scripts only use vague terms and won't commit to anything. When you attempt to escalate, you will only receive, they'll contact you in 24-48 hours....by email. Truly better to buy elsewhere.

Trade in value was reduced by a false… Trade in value was reduced by a false claim that trade-in phone was not factory reset. This claim is absolutely false. I have a witness that the phone WAS factory rest by me personally. After my complaint they offered $50 credit which I refused and I summited a BBB complaint. I will never buy something from Google again, never.