Incorrectly charged for replacement thermostat

[ABrenton25]

Google issued me a replacement thermostat as the one I had had a faulty WiFi chip. I then returned the faulty product along with new parts sent that were not required within 2 days of receiving the new product. Google held the cost whilst they waited for my returned product. However they have now charged me for the product despite returning replacement to correct destination on time. I have contacted support via chat and calls multiple times over the past week and have not received any confirmation on when I will receive my refund. I have evidence that the return was signed for by a member of the warehouse. This has caused a lot of stress and I am not happy with how the issue is being handled. Please help to resolve this matter by issuing a refund immediately.

[JillG]

Hi @ABrenton25 

I won't be able  to help here in the Community but if you have a case number, please post it here. I can send it over to a specialist so maybe they can help.

Thanks-

Jill

[ABrenton25]

There are a few cases open the references I can find are 8-7789000038466 and 4-0205000038389. I don’t receive updates from anyone and get the same answer every time I contact.

[JillG]

Thank you for providing those numbers. I escalated your post over to a Community Specialist for a look.

Hoping they can see what is going on with your return.

J

[EduardoN]

Hi @ABrenton25,

Thank you for contacting our support community! I'm sorry you're experiencing this issue with the replacement and the charge. I appreciate you sharing this information. I'm happy to help!

Based on this information, this concern was already escalated to the appropriate team; for that reason, I recommend you wait for more updates from that team via email.

@JillG, thanks for sharing your help, it's great for all.

Keep me post.

Best regards,

Eduardo

[ABrenton25]

Ok but the issue was escalated a week ago and I still have no further updates on it. Please confirm when I will receive the update and refund as I am out of pocket by a lot of money.

[ABrenton25]

Hi! Yeah I’ve called 4 times and each time I get the same answer and get no further with receiving a refund unfortunately 

[davidsamllen1]

That’s really frustrating! You did everything right by returning the product on time, and Google should honor the refund. Keep pushing support with your proof of delivery—escalating the issue might help. Just like proper nutrition keeps things running smoothly, good customer service should ensure a hassle-free resolution!

[ABrenton25]

Thank you. Issue all resolved now and refund received! Hooray 🎉