Store Google Reviews 10,516

I'm writing to share feedback about a customer support call I had today regarding a Pixel Watch band order. I want to be clear that this isn't primarily about the band itself—it's about a broader pattern I experienced in the interaction, and I believe it deserves attention at a supervisory level.
Here's what happened: I ordered a 41mm watch band for my Pixel Watch. When it arrived today, I couldn't get it to attach, so I called support. Early in the call, I asked the agent to help me confirm my watch size. She put me on hold, came back, and confirmed it was 41 millimeters—which matched the band I ordered. I continued explaining my issue. A few minutes later, after another hold, she returned and asked me, "What size is your watch?"
She had just answered that question herself.
When I pointed this out directly and asked, "Do you understand what I'm asking you?"—she couldn't answer that either. The conversation had completely disconnected from itself.
I also want to note: at the very beginning of the call, your representative asked me to confirm my email address and phone number, explaining it was "just in case we get disconnected." We did get disconnected. She never called back.
That detail matters, because it shows the breakdown wasn't just in the conversation—it was in the follow-through as well. The system had a protocol for exactly this situation, and it wasn't used.
I want to name something here that I think is worth hearing: a significant portion of the call—I'd estimate the majority of it—was spent on phrases like "I hear you," "I sincerely apologize for this experience," and "We are absolutely here to help you." I understand these are meant to be reassuring. But when they replace actual listening and actual problem-solving, they become their own form of dismissal.
The second issue I want to flag is the difficulty of reaching a live person in the first place. Navigating Google's support system to get a callback is genuinely difficult now. That's not a small thing. When customers finally get through after that effort, the expectation is that the person on the other end is fully present and capable of helping. That expectation wasn't met today.
I'm not writing this to get someone in trouble. I'm writing it because I think this is a real and growing problem in customer service broadly, and Google has the resources and the reach to do better than this. I'd appreciate a response that addresses both concerns—the band issue itself, and the quality of the support interaction.

I am writing this to warn every single consumer about the absolute nightmare and deceptive practices of Google's customer support. My device (Google Chromecast HD with Google TV) failed while under its legal, active warranty. Instead of a straightforward warranty fulfillment, I was dragged into a bureaucratic mess that lasted for nearly a month and a half (1.5 months)!
At first, they actually replied to my email and promised they would replace my device with a refurbished unit since a brand-new one wasn't available. But right after making that promise, they completely vanished. I sent them FIVE consecutive emails asking for an update for my case and they ignored every single one of them. The ONLY reason they finally decided to look into my case again was because I had to literally call them directly in the United States all the way from Greece! It is pathetic that a trillion-dollar company forces a customer to make international phone calls just to get a reply to a promised warranty claim.
To make matters worse, their initial plan for the replacement was a complete joke: they told me that because Google does not officially support Greece for product returns, I would have to pay for the shipping costs out of my own pocket, have the unit delivered to a third country (like Germany), and then arrange and pay to ship it to Greece myself!
But the ultimate disrespect came at the very end: they couldn't even fulfill their own ridiculous plan because they failed to find a refurbished device anywhere in their inventory! Since they couldn't deliver on their word, they forced a
"compromise" on me and offered a pittance of a €65 refund via Payoneer after a long negotiations.
This €65 is absolutely NOTHING compared to the time I wasted just to get them to honor their word. It covers nothing, as the only similar or next-tier alternative on the official Google Store costs €120.
When I demanded a fair resolution, their senior management hid behind automated policies, telling me they would just "document my case as internal feedback." I do not care about your internal feedback.
Google's warranty is fake for consumers outside their primary countries. They make promises of replacements, ghost you for days, force you to call them, expect you to ship items to other countries just because they don’t support yours and when they fail to find a device, they insult you with a €65 refund.
Absolutely disgraceful. Avoid this brand!

Extremely disappointing experience with the Google Store.

I bought a Pixel 10 Pro XL directly from the Google Store for £889. Shortly afterwards, Amazon.co.uk was selling the same phone for £719 — around £170 cheaper.

I contacted Google Support to request a price match, expecting Google to stand behind customers who buy directly from them. Instead, the response was vague and unsatisfactory. They focused on the fact that my order already had Google Store promotional discounts applied and described it as a “good deal”.

That completely misses the point. A Google Store discount is not the same as matching a competitor’s lower price. The fact remains that I paid significantly more by buying directly from Google than I would have paid by buying the same phone from Amazon.

Rather than simply refunding the difference, Google’s approach effectively forces customers to return the device and buy it again elsewhere. That is inconvenient, wasteful and a poor customer experience.

For a premium product and a direct purchase from Google, I expected much better. This has seriously damaged my trust in the Google Store, and based on this experience I will not buy directly from Google again.

Bought a pixel 9a last September (9months) and had constant connection problems with calls and WiFi even when the phone shows full signal. I've had numerous calls with Google to no avail,they now want me to send it in and do without a phone for 7-10 working days (not so good for a business) avoid Google at all cost trust me you'll be better off the phone is not fit for purpose and the customer support is practically none existent

Very disappointing experience with Google Support regarding my Pixel Watch 3 warranty claim. I sent the watch in because the sleep tracking function stopped working. I was then told that "outside frame/back cover damage" had been found and that I would need to pay for a replacement, despite the watch having no physical damage when I sent it.
I repeatedly asked for photos of the alleged damage and an explanation of how it was related to the sleep tracking issue, but no evidence was provided. Instead, I was repeatedly advised to cancel the existing RMA and contact support again after the watch was returned. I never requested to cancel the RMA.
The support agents were polite, but the process felt repetitive and lacked transparency. Customers deserve clear evidence and explanations when a warranty claim is denied.

Long time pixel customer here.
I was given an expected delivery date when I ordered a Pixel 10 phone. My phone was dead so I selected the model/color that could arrive the fastest (not my first choice of color). It was 3-4 business days out. Expedited was also 3-4 days so I did not pay extra for expedited.
The next day, I reviewed my order to make sure I knew which model it was so I could get a new case ordered. While reviewing, I could see it was now saying there was a 3 week delay (I had not been notified in any other way of the delay). I reached out to support chat to find out if there was another color or model that could ship faster. The agent would not help me look at other phones that could arrive faster, but gave me a "promise" that my phone was still going to arrive on time, not a 3 week delay. This support chat took over an hour and was full of "I understand your concern" comments, but no actual help.
Later that day, I got an email that said my phone would arrive the next month, 3-weeks late. I contacted support again.
They started by telling me no, my phone was still on time. When pressed, they admitted there was a "shipment delay" and it would indeed be a 3 week delay. I asked again if I could cancel this order and order a different model/color phone to get it faster. Every response was non-committal, like "I understand". When pressed on which phones were currently in stock, I was told all colors and all models are in stock. So I said then why is my phone going to be so late? "I understand" was the only response I could get. The conversation went on for over an hour, with zero resolution.
I cancelled my order, contacted my carrier and bought a different phone.
Pixel's used to be wonderful. Google's lack of concern for their customers has ruined them.

I ordered a phone for my son’s birthday, and the experience has been extremely disappointing from start to finish.

The phone was shipped promptly, but the delivery company left it in an automated pickup locker without ever issuing the required collection code. As a result, I was unable to retrieve the parcel.

Following the instructions provided by the courier, I contacted Google customer support to resolve the issue. I was told the matter would be escalated and that I would receive an update within 24 hours. Unfortunately, no one contacted me not after 24 hours, not after 48 hours.

As a result, my son did not receive his birthday present on time, which was incredibly frustrating and upsetting.
I expected a company of Google’s size and reputation to take more care in choosing reliable delivery partners and to handle customer issues with more urgency and accountability. Sadly, this experience has fallen far below that standard.

Returned an item promptly. Was told to expect a refund within 14 days. No refund after 30 days. No phone number available. Chat gave me no conclusive response. When I was typing, a message from the agent cancelled what I was typing. Asked for a supervisor. No supervisor availble Friday 3 PM CDT. Worst chat experience to date. Will not buy again from Google Store.

Ordered a new Fitbit 8 days ago and it still has not arrived. Wanted it before going away and now it’s looking like it won’t be here. I thought it would be sent from Dublin but looks like it’s coming from Holland. Keeps getting delayed. I would have ordered from an Irish store had I know it was travelling this far. Would not recommend buying from the Google store.

Do not buy the google pixel phones. They aren't worth the money you pay for them.
My google pixel battery swell up and I've only had the phone just over 2 years, they started a process of a refund of £145 which is hardly going to buy me another phones to only the decline it. I'm now left out of pocket and without a phone because I've been advised not to use it .

Blisteringly inept and incompetent. For some reason Google decided to use an old address, from six years ago, for an item I ordered. Asking them to help via phone and email to not send it there, got constant 'investigating'. No ownership, no attempt to do anything. Luckily who lived at my old address was kind enough to reject the item as Google refused to tell DPD not to deliver it. So DPD (no complaints on them) sent it back to Google. Who still did nothing. I have had to ask my credit card company to dispute the charge as after weeks still not refunded. Poor customer service, poor processes. Buy your Google products elsewhere.

Purchased a set of bud's took longer than expected to be delivered compared to most other companies. I wasn't happy with them so arranged a return. Dropped them off at DHL drop off as requested with all the relevant labels on the box. The return was held in Leipzig on it's return to Poland? I contacted Google customer service, what a waste of time couldn't do anything and said it was up to me to sort it out? I had to complete other forms from DHL and eventually the parcel was delivered. I contacted Google again to advise them that the parcel was delivered and asked when I'll receive my refund. They told me it still wasn't delivered? I then had to send them proof it had been delivered. A day later I received notification that I'll receive my refund but it could take up to 14 days. Totally unprofessional standards from Google and will never purchase anything again from them.

I received a 35% loyalty discount for "one Fitbit device" with zero exclusions listed. When I asked to apply it to the Fitbit Air, two separate Fitbit representatives confirmed it was valid — including rep Francis on a documented chat transcript (Case #9-0149000040807).

Based on that confirmation I returned my existing device and passed on a separate store credit promotion.

Then a third rep reversed everything, said the Air was excluded, and explicitly apologized for the "misinformation" from their own team. Despite that admission they still refused to honor the discount.

I escalated formally, followed up multiple times over weeks, and even called directly on June 3. Every time — flat denial. No resolution, no escalation offered, no goodwill gesture.

The original offer had no exclusions. Their own team confirmed it twice. They admitted the mistake in writing. And they still won't make it right.

I am now worse off than before I ever contacted support — without my original device, without the store credit, and without the discount their representatives promised me.

This experience has seriously damaged my trust in Google Store and Fitbit customer service. I hope Google makes this right.

Case #2-1881000040857 | Chat Case #9-0149000040807

Regarding my Google Pixel 9 Pro Fold which i only purchase a few month now. As a long-time user and professional who relies heavily on your hardware for my business operations, I am deeply disappointed by a recent, critical hardware failure.

While using my device in the exact manner for which it was designed—opening the folding screen to complete daily business tasks—a crack suddenly appeared across the display. I want to emphasize that the device has never been dropped, mishandled, or subjected to any form of impact. The screen failure occurred spontaneously during routine operation.

As a business owner, I chose the Pixel 9 Pro Fold specifically for its productivity capabilities. However, this experience has led me to conclude that this unit does not possess the structural robustness required for the daily, professional use it is marketed to handle

I was even more mortified when customer service refused to honour any form of warranty or offer to replace my device . This device cost hundreds of pounds and seems to be a ploy to take peoples hard earned money for nothing in return. this is out of order and i dont not intend to be a victim. If you advertise a feature then that feature is suppose to be robust enough to handle at the very least everyday normal task. I hope your decision to assist me changes soon before this is escalated to an embarrassing level.

Bought my new fitbit...instant problems with google health app.
Not user friendly....back to square 1 and put data in again
Access to medical records....I doubt anyone will trust them to get on board with that.!!

After 10 years of using fitbit disappointed and frustrated.... ECG not working and numerous other bugs

EVENTUALLY spoke in chat room to raise a complaint..Google health have no!! complaint policy or ways to report

I was directed to a survey... there was no other option. No complaint reference and no-one taking ownership of complaints or dealing with them.

Big company takes over and destroys customer trust and faith overnight.
All to take over and dominate the market

I phoned to ask about ECG not working
"aware and we're dealing with it"
2 days later still waiting.

Not prepared and unacceptable google health.

Refund and move elsewhere...you've ruined fitbit for all your ready made customers

I have been a loyal Google customer for years, but my recent experience with Google Store UK support has been absolutely appalling. I needed a warranty replacement for my Spigen Rugged Armor Pro for Pixel Watch 4 (45mm). Instead of sending the correct item, they sent me a standard Pixel watch band.

When I contacted support, I was passed around to at least eight different agents (including Ben, Eliza, Myra, Mark, and Jessica) and spent hours on chat. They repeatedly told me they sent the wrong item because the Rugged Armor band was "out of stock". This was completely untrue. I sent them screenshots proving the item was currently in stock on the Google Store UK and even sitting in my basket ready to purchase.

Despite this proof, they gave me the complete runaround. They kept closing my support case, forcing me to repeatedly reply just to reopen it and explain the situation all over again. All I asked was for them to simply credit my account or refund the original cost so I could order the in-stock item myself. After stringing me along for well over two weeks, they flat-out refused, stating that the "refund option is not available for now".

A company of Google's size refusing to fix their own shipping mistake or simply issue a credit is pathetic. I am returning the wrong unopened strap, taking my case to the Financial Ombudsman, and moving away from Google, and the thousands I have spent on Google products and services for good. Save yourself the stress and buy your accessories elsewhere.

It's the world's company ever. I have made them thousands for refering codes to friends and family and they still don't want to credit my account. Which it was 10% each order up to GBP 50
Incredible I am going to throw away all my Google devices. And I have got many. Don't waste time to refer friends. They won't give you any credits

Expensive products and zero customer service. No wonder Google does not allow its stores to be reviewed. They are very quick at selling you something and very slow at helping you when something goes wrong. Google accessories are horribly expensive for what is delivered. You can buy a pixel 10 pro XL case that takes at the most $2 to manufacture for $79. Total rip-off! And the wrong size is delivered! To correct their mistakes, you need to spend more money. Outrageous!

I preordered the Fitbit Air from the Google Store, but it would not connect to my Pixel 10 phone after an hour of trying. I also spent another hour with Google support, but the representative was difficult to understand and seemed inexperienced. The only suggestion was to wait for a future software update. Very disappointing experience with both the product and support.