Where is my refund? Where is my replacement thermostat?

[Cory51191]

I ordered two Nest learning thermostats for my house. One of them has WiFi connection issues which I ran through the troubleshooting  procedures with Google. They told me the thermostat needed to be replaced and qualified under warranty.

When the new thermostat arrived it had clearly been abused by somebody - the sensor was a severely scratched up. I called and requested a thermostat that looked like it didn’t just come back from combat. I returned the thermostat as requested. The tracking on the return verified the thermostat had been received - Google charged me ($232.69), claiming the thermostat had not been received.

When I called the help desk, they verified the thermostat had been received. They told me that I would receive a refund in a few business days. It’s been 20 days. They also would not send the actual replacement for my thermostat so I’m still stuck with a thermostat that doesn’t have all the features.

Case # 8-6123000035800

[Markjosephp]

Hello Cory51191,

I'm sorry to hear about the frustrating experience you've had with your Nest Learning Thermostats. It sounds like you've gone through a lot of trouble to resolve the issues with your faulty thermostat.

I can understand your situation with the delayed refund and the lack of progress in resolving the situation promptly. I escalated this with the team, and you should receive an email update confirmation anytime soon. Please note that this typically takes about 3–14 business days but can sometimes take longer depending on their bank.

You can check https://goo.gle/2scTmOT to confirm that the authorization has been removed from our end. If you still don't see the funds returned to your account, please contact your bank for more information. 

Let us know if you need helpu—we're always here.

Best regards,
Mark