Small Claims Court

[GavinHuss]

Google owe me money for an engineer who fitted a replacement Nest Thermostat heat link back in May.

Since then they sent me a physical cheque, which took 3 months and a week to arrive.  But google cancelled the cheque.

I was then told I would be refunded via Gpay.  Which would take 18 working days.  This never materialised. 

Now I've been told I might get store credit instead.  Which is not a refund.

No one in support is able to tell me anything.  

Small claims court appears to be my only option.  Anyone tried this with Google before, how did it go?

[Frustratedddd]

You sadly are not the first, and will certainly not be the last.

You will find others on here with exactly the same issue. Read my posts and you will see, not only refunds, they will not return devices.

Try and find a complaint department phone number, that's a joke, then try and talk to a senior manager who wants to help, that's a joke.

Good luck with your quest.

[EBe]

Hi there, did you get any further with this?

I'm STILL waiting for a refund, it's been months now, but not as long as you.

My next step is small claims, I'll lose nearly 50% of the money Google owes me but it will be worth it, as if I'm successful, I will be shouting from the hills about it, and hopefully everyone that is owed money by them will follow suit...

[Garytaz]

I had an engineer fit a new heat link in November. They acknowledged receipt of my invoices on 17th November saying I would be paid in fifteen working days. When it didn’t materialise I chased and was told it would be thirty working days. When that deadline expired again I chased and was told it would be another five weeks. Since 17th November it’s been eleven weeks and still no sign of the money. When you contact them they tell you it’s finance, or it’s any number of other departments and there’s nothing they can do. Meanwhile I suspect millions of pounds of customers’ money is sat in Google’s accounts collecting interest.

I don’t know where else to go to seek redress.

[EBe]

Sorry to hear this.
I eventually got my money back, but it took countless demands.

When this Heat Link dies, again, and it will, it will go straight in the bin and I'll buy an alternative product.

Don't give up, keep chasing, hopefully you'll get your money back soon.

[DragosC]

Hello everyone

Thanks so much for sharing your thoughts on this matter. Indeed the process of reimbursements took a bit longer than usual lately due to the high volumes but I can assure you that our entire team is working together to sort it out in no time. Sometimes there are factors that can contribute to the lateness of the payment such as the bank provider, but eventually everyone gets their money back. 

[Garytaz]

Don’t pretend this is a problem of higher than usual volumes. Some of these complaints go back a year! Three to eight months to pay people is not ‘in no time’. I no longer believe a word that anybody at Google Nest says. I can only assume that your entire company is beyond incompetent. It’s clear to me you have a sub standard product that is not fit for purpose and you’re trying to hide the fact that so many have had to be replaced you can’t keep up with it.

[DragosC]

I'm sorry for the inconvenience, but if the case has been already escalated to them, there's not much I can do from here until I have further news from them. 

[Garytaz]

Everybody I’ve spoken to there has said the same: “not my problem. Another department is dealing with it. But nobody is dealing with it. Fob off again and again. It’s a disgrace!

[Frustratedddd]

I had a similar problem as mentioned above, not money but an item. Google NEVER returned the item, or offered anything. All I ever got was ''Don't worry we are here to help'' Nonsense talk!

The people I spoke to kept giving the same answer, ''The senior Team are looking into it''. Even until today, I have never had my item returned, and I gave up in the end.

I even challenged the advisors on here to help, and that was a pointless quest! All I ever got was, 'There is nothing we can do''. My problem started in September 2021, and nothing has ever been resolved. Google just hide away until you give up!! Great customer service.

The other problem you have, they make you pay with GPay, which means you can't even get help from your credit card company!! Yet another greedy ploy from Google!

Good luck, and keep with your insitance, but they will grind you down in the end.

[DragosC]

We're sorry for the delay, the case has already been escalated and it will be taken care of. In this case, I'll have to close this thread. 

Should anything else come up, please open another thread. Have a good one!