Refund - delays

[danw1]

Hello.  Posting here in the hope my refund might get investigated.  Case ref is  5-0424000032235.

Faulty nest thermostat was replaced and invoices sent to Google on 6th January 2022.  We had to pay for the replacement but was told we'd be reimbursed.  Was originally told the refund would be processed by May 2022.  Now being told it will be another two months - i.e July 2022 which is 6 months from Google having the invoices they requested. 

This really isn't acceptable.  I could send Google some money in about five minutes...

I suppose the refund department are overwhelmed due to the volume of replacements they have to provide, but even so a six month delay seems just bizarre.

Any thoughts?  

[AlexD]

Thank you for the information @danw1 . I am sorry to hear you are still waiting for the reimbursement. You are correct, my colleagues have been dealing with a lot of different requests and this has slowed down the process more than usual. Rest assured that we always want to provide the best experience with both our products and services. My colleagues will do their best to get things back on track as fast as they are able, I am sorry for any inconveniences this delay may have caused. 

I understand it is not a pleasant experience having to wait any amount of time for a refund. 

[AndaD]

@danw1

Just to let you know that if there's anything else I can help you with, this thread is still open. Keep me posted.

[danw1]

Thanks for the offer.  No, I've been told it takes six months for Google to process payments and no-one can do anything about it.  Just seems inexplicable, but there it is - one of the largest companies in the world can't manage a refund process...

[AndaD]

@danw1

I've checked your case and I can assure that your case is already escalated and ongoing. I am really sorry about the delay aspect, but as my colleague mentioned above, the team in charge for the reimbursements are currently working on. 

Thanks so much for bearing with us in the meanwhile, I can imagine how uncomfortable this can be, but let's be optimistic that everything will be sorted asap.