• Report: #1112479

Complaint Review: Microsoft Store

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  • Submitted: Thu, January 02, 2014
  • Updated: Wed, February 12, 2014

  • Reported By: Consumer —
Microsoft Store
One Microsoft Way Redmond, Washington USA

Microsoft Store Took my money but won't ship the product! Redmond Washington

*Author of original report: Microsoft Refunded Our money!

*Author of original report: Microsoft Follow Up!

*Author of original report: January 6th, 2014

*Author of original report: Got a call & a couple of emails from Microsoft

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To Whom It May Concern,

 
 
We have always used Microsoft products and for the most part we have always been happy with sales and service but not this time.  
 
On December 23, 2013 my son placed an online order at the Microsoft Store.  When he added the item to his cart it was "in stock" and we were allowed to complete the transaction for a Microsoft Surface 2 32 GB SKU: PW: P3W-00001.  We read the rules for ordering online to be certain that there wouldn't be any issues getting the item in a timely manner.  We also chose 2 day shipping which cost us an additional $10.00.  
 
From Microsoft Store website: 
UPS 2nd Day $9.99 US   End of business on second business day after order day.*

How to calculate delivery time based upon the shipping method:

  • Delivery time is based upon business days, which we consider to be Monday through Friday, excluding holidays.
  • UPS does not deliver on the weekend or holidays.
  • Cut-off time: For 2nd Day and Next Day delivery, you must complete your order before 1 PM Eastern Time on a business day for it to ship that same day.
  • Orders placed on the weekend, on a holiday, or after 1 PM Eastern Time on Friday, will be processed on the next business day.
 When we received no shipping confirmation on the 26th of December, I called the support center, the person I spoke with was absolutely no help, they couldn't explain why the item hadn't been shipped but they did agree to refund us for the 2 day shipping which to date they have not done.
 
Second time I called I was told the item would be shipped on December 27th and they apologized for the delay.  They said it was because of the holidays and UPS was behind on shipments.
 
 Third time I called the agent promised again to escalate my case and said they would look into refunding the shipping charges.  They also promised to make sure the item would be shipped 2 day delivery since the tracking number we were provided stated "UPS Ground."  Yes, the label has been created for several days and still no package has been sent to UPS.  Microsoft dropped the ball according to UPS!
 
Forth time I called the representative told me the item was back-ordered but I would still receive it by Friday of this week...he actually assured me it would be here by Friday.  I don't believe anything the support center tells me, every time I call I get a different story and I'm sick of all of the lies.
 
Fifth time I called the corporate office and asked to speak (someone in the USA) to someone that could help and once again I got the runaround, the operator was extremely rude and ended up transferring me to a department that couldn't help.  I called back and asked for an email address to file a complaint and I was given wehelp@microsoft.com, it's probably a dead end too but I hope not.  I did respond to the email address provided but still no response from Microsoft.
 
Called again today and we told the item still wasn't shipped and wouldn't be here on Friday.  The agent said he couldn't figure out why it hadn't shipped because they had plenty in stock.  Said they would escalate our case which means nothing.  I have never dealt with so many scammers and liars before.   Still no refund on the shipping either!
 
I am extremely disappointed in Microsoft and I don't know why a corporation this large hides all of its contact info so consumers have nowhere to turn if they are duped by a product, website, call center, etc.  I don't want to take to social media and blast Microsoft but you can bet I will.  Bottom line you have taken my money and I want the item shipped immediately, it's fraudulent to take money and not provide the product/service we paid for.  It's also wrong to have someone pay for 2 day shipping and then wait 10 + days to ship the product.  This item was purchased with my son's Christmas money, Microsoft Corporate should be ashamed for allowing employees to lie, mislead, and mistreat the loyal consumers that made it possible for Microsoft to exist.
 
This has been a terrible year (for us) for online orders, shipping issues, etc.  I think I will consider keeping my money local next Christmas.
 
 I will not respond to any rebuttals (except for Microsoft but I'm sure they will ignore this just as they have ignored us since taking $450.00 from us and refusing to ship our property) so don't waste your time telling me what you think because quite frankly I don't care.
 
ORDER # 9038202737     ORDER DATE: 12-23-2013

This report was posted on Ripoff Report on 01/02/2014 10:20 PM and is a permanent record located here: http://www.ripoffreport.com/r/Microsoft-Store/Redmond-Washington-98052-7329/Microsoft-Store-Took-my-money-but-wont-ship-the-product-Redmond-Washington-1112479. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
4Author 0Consumer 0Employee/Owner
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#1 Author of original report

Microsoft Refunded Our money!

AUTHOR: Consumer - ()

Microsoft refunded our money in full and I consider this matter closed.  I will not respond to rebuttals so don't waste your time.

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#2 Author of original report

Microsoft Follow Up!

AUTHOR: Consumer - ()

 Microsoft follow up! Microsoft finally refunded my money after refusing to ship the computer we paid for back on the 23rd of December. They also issued my son a $200 promo code to use in the Microsoft Store. I am not going to close this report or list it as resolved because I feel we were never given a satisfactory answer to my main questions and issues with Microsoft.

1. Why didn't the order ship? The website stated the product was in stock!

2. Why did the support staff keep lying to us when we called for updates?

3. Why did Mr. Fowler keep referring to our order as "a replacement order" when we never received the order in the first place?

4. Why did they create a shipping label knowing the item wasn't ever going to ship?

5. Why did they charge us $10.00 for two day shipping knowing it would never be shipped?

6. If the item was **Out of Stock** why was it still showing up on their website as **In Stock** ?? 7. Etc. Etc.

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#3 Author of original report

January 6th, 2014

AUTHOR: Consumer - ()

1-6-2014 @ 6:47 PM I received a call from Microsoft (Mr. Fowler) stating they would be issuing a refund and they would not be shipping the product we had paid for.  I asked if we could wait until the product was in stock and I was told NO!  He said their inventory status wasn't shared with the public....you would think they were working for the NSA with all of their silly secrets.  Buyer beware when dealing with this company, they are likely to misrepresent their "in stock" ads to take your money and provide no merchandise, at least that was our experience.

I will try to avoid Microsoft like the plague!  

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#4 Author of original report

Got a call & a couple of emails from Microsoft

AUTHOR: Consumer - ()

Email from Microsoft>>

My name is Karen, and I am a member of the Customer and Field Advocacy Team at Microsoft. Your email sent to our executives was forwarded to me for assistance.  I understand that your son recently placed an order for the Surface 2 on December 23 and you paid an additional $9.99 to have the product shipped via UPS 2-day. But as of today, you have yet to receive your product and the customer service representatives you have worked with are unable to provide details regarding your order. I am sorry to hear about your recent experience with your order and with support, but I am here to help.

 

My role in this process is to engage the appropriate resources and to manage your case through closure. As a result, I have engaged our Microsoft Store escalation team to assist on your case. Please expect to hear from one of us in the next two business days (on or by Tuesday, January 7. I have asked that they immediately review your order and to have your 2-day shipping cost reimbursed to you.

 

If you have any additional questions or concerns, please feel free to "reply all" to this email. I look forward to working with you on this case.

 

Thank you very much.

 

Sincerely,

 

Karen

_____________________________________________________________________________________

I wanted to send a quick update regarding this case. Our Microsoft Store escalation team is researching this issue and David Fowler will be your new single point of contact for this issue and David will be contacting you this evening. For your information, David is in the office Monday – Friday from 3 PM – 12 AM Central time.

 

As mentioned earlier, my role is to ensure that you are engaged with the appropriate resource and to manage your case through closure. I will be following up with you on a regular basis and will follow up with you again no later than Tuesday, January 7.

Thank you very much.


Sincerely,

 

Karen

 

_____________________________________________________________________________________

 

Mr. Fowler contacted me around 2:41 PM today and stated he would not be shipping the item we paid for because they don't have one in stock at this time.  What a bunch of thieves, you took my money and your website said it was in stock!  I ask that the item not be canceled and I told him I would pursue Microsoft for fraud & theft.  He also stated that the buck stopped with him and no one else could help me, he refused to let me talk to his supervisor and he refused to help in any way.  Mr. Fowler was typical of the Microsoft Drones I have been dealing with, totally void of emotion, the monotone voice, and could offer no help.  

After my non-productive talk with Mr. Fowler I went to the Best Buy Website and they claim to have them available through their "ship to store" program.  3-5 business days for in store pick up.  Why is Best Buy has access to the tablets but Microsoft doesn't?

I have filed a complaint with the BBB in Washington State and hopefully I will have this resolved before next Christmas.

 
Thanks for nothing Microsoft!!!!!!!!!!! 
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