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Where is my refund?!?

Tettes
Community Member

I ordered a Nest Floodlight from the Google Store. It didn't work properly and when I was on the phone with a CSR we discovered the serial number on the receipt didn't match the one on the cam. I have no idea how this happened.

A CSR who was handling my case said he'd make sure this issue was known to Order Management as to not delay my refund after I returned the defective item.

But it's been 11 business days since Order Management started investigating (and 3 weeks of Google having the equipment AND my money) and my CSR has gone quiet on me. He won't give me an update or anything. I was told this would be handled within 5 business days.

This is one of the worst customer service experiences I've ever had and I have no idea what to do at this point.

Can anyone help?

Case #:1-2581000032595

 

7 REPLIES 7

EmptyNester
Gold Product Expert
Gold Product Expert

This is a user-only forum only so you won't get any answers here for this problem.  You have to contact a Nest Support person.  Here is the link to reach out to them:

https://support.google.com/googlenest/gethelp

 

Thank you. However, I already have a case with the help team.

I've seen Google reps in here who've offered additional help so I'm throwing a hail mary here, since the help team went silent on me.

I also want to let other people know about my experience, because I've noticed it's pretty common. 

EmptyNester
Gold Product Expert
Gold Product Expert

Yep,,, that makes sense.   Hopefully they will give you a response soon.

 

aatienza
Community Specialist
Community Specialist

Hey folks,

 

I'm dropping by to ensure that everything is covered here. I hope that sheds some light on the issue.

 

I appreciate the help, EmptyNester.

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey there,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey folks,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie

Tettes
Community Member

Finally got my money back. 29 days and many emails later.

 

This has been one of the worst customer service experiences I've ever had.

 

It rivals the time I bought a new Pixel 4a 5g from the Google store that got lost in the mail and was never delivered, only to be replaced by a refurbished version.

Total clown show that makes me think I shouldn't be n this ecosystem any longer.