Google Reviews 331

I called to replace my Google nest thermostat because it Fried and Customer service offered a replacement. Two days later I receive a Google phone at my door and not the thermostat I was expecting. I called and spent an hour and a half on the phone with no resolution, and instead they sent me the wrong shipping label for another item and not for the mistaken phone I received. And the agent couldn’t understand why I didn’t get the shipping label and didn’t know how to send a new one. The Customer Service agents at Google are completely incompetent and lacking basic CustomerService skills. They refuse to send the replacement thermostat until I send back the phone that they sent so now instead of being without a thermostat and heat controls during winter for a few days, I will be without for a week waiting for this all to be resolved. And when I was offered $30 to buy a thermostat, they quickly changed their minds & said I’d have to first buy it with my money & then submit a request for the refund which will take even longer and I don’t have the money to buy a thermostat. I have never dealt with such poor CustomerService & to be so CHEAP to not even give the $30 in my account even just for this whole mishap is ridiculous. Google is a multi billion dollar company that could afford to give me the money to go and buy a thermostat while I wait because of their mistake. I am so HAPPY that I own iPhone and the only reason I have anything Google is because it was a wedding gift. I would never recommend buying anything Google after this experience and I will stay far away from Google products after this.

I wanted to send my phone back hoping it still has warranty. They just answer with useless information, not helping me in any way. It really is horrible.

Google Support is useless what good is a Bot. And then want my credit card to actually help. As much as I hate Apple at least the have a 1800# 24/ 7.

good for time back-up

I had a number of products with Google which I cancelled and today Google has taken out the moeny for all of them even though I cancelled. their policy says i can cancel at any time. Google has taken nearly £100 of money some of which I have not received receipts for so I don't know what they are for. You cannot find an email easily to contact them. I don't see why it should be taking me over 4 hours to try and find a way to contact Google it is just link after links of jargon I JUST NEED A WAY TO CONTACT GOOGLE TO GET MY MONEY BACK. Can anyone here on community help

Joseph and John

I got a replacement Pixel 3 Watch and wanted to load my settings from my existing Pixel 3 Watch. I went to check the backups, and even though I have had backup "on" since I got the watch mid-2025, it stated it was still waiting for the first backup! Which should automatically start "when connected to Wifi and charging", which was most every day! I contacted support about this and they all but said "Well there's no backup, so there's nothing we can do".

I looked further, and can see this is AN ISSUE DATING BACK TO 2023. In nearly 3 years, this issue has STILL not been addressed by one of THE LARGEST COMPANIES ON THE PLANET.

Absolutely disgraceful. I'll be looking to move away from Pixel devices in the future if this is the level of support I can expect from them. Beyond shocking and beyond frustrated.

I send in my phone, because of a software issue causing my display to show green stripes. Since the issue was a common issue with the google 9 , I was offered the option to have the phone repaired without charge.

I sent it in on the 11th of january, the phone arrived in poland on the 13th. Status update showed the phone was fixed on the 14th after which it would take two days to send the phone back. Because this didnt happen I contacted google support via e-mail. I received a clear as day AI geratel reply, tellibg me I wasnt allowed to ask questions for another 10 days.... u acceptable. On the 23 i received an e-mail announcing my package was on its way. However, when I opened the send details of the track and trace i git an unpleasant surprise. The phone was already in capital citybof the country where I live and they had send google a few messages letting them know my adress was incorrect. My adress isnt incorrect, so had they informed me in time the mess that followed could have been easily prevented.

The send the phone back to poland (on the 22 nd actually, so one day before i received the e-mail: "good news you package is on its way" (or something like that). The phone arrived in Poland on the 26. It's now the 29th and I still don't know where exactly my phone is or when I'll get it back. I spoke with the customer service a couple of times they send a request to the "specialist team" to get to the bottom of it. They didn't send in the request same day (friday) but the next day. When I called on tuesday a lady told me I had to wait another 3 days to ask questions and I should respect the procedures and that was it. I asked her what to do if I didn't here back on Wednesday, she told me she didn't know but that I most likely would receive a reply. Surprise: I never got a reply. I just called the CS again and they send in another request. I dont know why since there already was a request. I asked the person on the phone if they could contact the specialist team. He told me no, yet somehow the man I spoke with last Friday was able to do it. I asked how to file a complaint, appearently: you can't! What kind of amaturistic service is this? This definitely not a way to treat a customer. I can already guess the exact same thing will happen and /or my phone is lost. Either way I don't feel like I'm ever going to get it back ,so I will just have to "buy a new phone?". Were reaching the point where it turns intonstealing a phone and causing a data leak. Im not impressed witb google cs and this is the last tome i will be buying a google phone.

Google is the worst company ever, with terrible customer service. Company needs to be dissolved ASAP

Work on support teams

I find Google Ads to be about as untrustworthy as you can get. I met with a Google Rep to learn the latest about running YouTube ads. Unbeknownst to me, he left a non-YouTube-related campaign running that I had absolutely no intention of running. $500 later, I discovered it was live. I reached out to my rep, and he never responded to my inquiry. Google refuses to refund the charge, even though I gained nothing from the campaign. Instead of taking responsibility on their end, they just take the money and run. And this to a customer who had previously spent thousands and thousands on their services. No more.

I ran a couple dating subscriptions through Google Pay. After reading all the bad stuff about these subscriptions in reviews. I decided to cancel my subscriptions prior to the renewal dates. With Google Pay all subscriptions stay open/canceled until the renewal date. Two of the three even said I had to cancel through Google Pay. The day after the renewal date, one subscription ran three 100 credit purchases through my card on Google Pay; all with different values for a 100 credit, totalling about $200. The other subscription renewed even though it was canceled. I had to cancel my credit card, file a fraudulent charges claim with the credit card company and Google Pay. Google Pay refunded the one with the smallest purchase amount, but said the other two don't fall under their refund policy; even though they're the exact same type of purchase. Google, you cant see that I canceled the subscriptions prior to the renewal date?? My new cancel date is Feb. 14th, but my usernames and passwords are no longer working on the sites. Lesson Learned: Always use two-step verification on all cards, vett sites prior to subscribing, and spend the $200 on a street walker.

Google support is refusing to reinstate my google pay account after I filed fraud charges with my bank. I called my bank and they said that a few of the transactions went in my favor as refunded. I had this fixed after one time and now im fighting google.

I contacted support to resolve an issue with my credit card. I completed all the pre-text questions name. issue ect. I'm a guy btw

Google rep "Hi Abergail I hope you are having a good day"

me "I'm not Abergail"

Can i have your name .....

Google rep "I can see you are having a problem with delivery...

Can google get it more wrong - how can anyone trust a company that can't get the basics correct - this has to be an implementation of a 1999 on--line-store before the dot com crash.

Horrible. The agents are incompetent. They are also lazy, they don't want to go the extra mile to help customers.

I switched to Google phones starting with the Pixel 8, and I’m currently using a Pixel 10 Pro XL.
Within three weeks, a small superficial scratch appeared on the glass—even though I’ve had a screen protector on since day one.
Google offered a replacement, but only a refurbished phone, which I refused.
Now the phone has developed a rattling noise inside, and suddenly a replacement is no longer an option. Google Support is now telling me to go to an authorized repair center, where they’ll “fix” the rattling issue but force me to pay for a glass replacement I don’t want or need.
This is completely unacceptable. A premium phone with hardware issues after a few weeks, zero accountability, and policies designed to shift the cost onto the customer.
Goodbye, Google. You lost a customer. Welcome back, Samsung.

I got a message it was telling me that I sent 4 messages to somebody but no way because they were send to me I put them in achieves there was a picture too and not me I'm 82 years old and why I do that Google was in achieves to get the messages

Poor Communications

My Google Pixel 9 Fold developed an issue after 15 months of use - slow to charge and the external (small) screen stopped working. I rebooted the phone hoping for a quick fix, it never turned on again. It would react to the forced start and took me to that menu although only by using the internal (large) screen.
Google searches (the irony!!) told me I was in a boot loop and to use the google pixel software repair tool. But that didnt help so I sent the phone back under warranty.

Once received it was inspected I received a very short message saying "Assessed damages
Inner screen - blank
Inner screen - damage not covered by warranty"

I started a chat and finally connected with a human (at least i think it was!). He looked at the records and told me that internal screen was damaged by misuse although the screen still worked and all the apps were visible."

I didn't recognise that as the problems with the phone I sent away! But as it was not covered under warranty I requested the return of the phone.

1. be more clear with inspection reports and make them relate to the problem reported by the customer.
2. explain clearly why warranty conditions are not met.

[UPDATE: Feb 2026]
After months of getting the runaround regarding my Pixel 8 screen defect (covered under warranty), Google finally replaced my device, but only because I filed a formal complaint with the Better Business Bureau (BBB).

Before the legal complaint, Support agents gave me contradictory instructions, closed my tickets without resolution, and told me "nothing could be done" because I was currently outside the US (despite them previously telling me to send it to their UK partners, who then rejected it).

Once the BBB got involved, "Executive Support" suddenly found a solution and shipped a replacement to my family member in the UK. While I appreciate finally having the hardware, the process was exhausting. The communication remained disjointed to the end, with agents emailing me from closed case IDs and ignoring questions.

Bottom line: The hardware is great when it works, but if you have a complex warranty issue, be prepared to file formal consumer complaints to get them to honor their warranty.