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Google has terrible customer service

thereign
Community Member

Has anyone ever had this issue. At this point I am at my wits end on what to do about this. I bought a Google home max speaker towards the end of 2020, got it on sale, was very happy with my purchase. And was happy to get one, because I wanted the superior sound to the nest speakers. Fast-forward to December 2021, was having minor distortion in my speakers, contacted Google support, they said I was still within warranty, sent me a shipping label, asked me to box up the speakers mail it in and they will send me my replacement in 2-3 days after receiving my speakers. Okay I mail it in. I check the tracking number they gave me, on USPS website, it says the package has been delivered. Cool I think okay a few days maybe a week and I get my speakers back. 2 weeks go by, I contact Google through the email point of contact, no response, a month, then a month and a half, try several times again still nothing, I contact them through chat, get someone, they say they will look into it, and I will hear back in 48 hours, another week goes by still nothing. At this point I don't even know what's happening here, they tell me to send the confirmation email that USPS sent, and I tell them I used the label they emailed to me, and tracked it, they said I should send the tracking confirmation, I tell them I didn't take a screenshot, because I didn't anticipate I would have to be begging Google to send back my property. At this point someone contacts me and says they Google Homemax is out of stock, so I should send my purchase receipt because a refund is the only option, so I say no thanks, just send my speakers back and I will repair them myself, had I been informed they couldn't repair or replace it I would have kept it. So now Google is telling me I can't get my legally purchased property back, and they are still ignoring me when I contact them. This is their mistake and they aren't even trying to make it right, they are being dismissive and making seem like it's somehow my fault that they processed a warranty request they can't fulfill.

 

TLDR: Google took and misplaced my speakers and aren't even attempting to make it right. Worst customer service I've ever experienced. I will be reporting them to the FTC and BBB.

 

1 REPLY 1

JenniferV
Community Specialist
Community Specialist

Hi thereign,

 

Thanks for visiting the Community and we hear you — we'll ensure that we'll learn from this as we continually improve our products and services.


Also, since this thread hasn't had activity in a while, we're going to close it to keep content fresh. If you still need assistance, feel free to submit another post and provide as many details as possible so that others can lend a hand.

 

Thanks,

Jennifer