microsoft.com

Returning Products From Ireland

I am writing to express my dissatisfaction with the experience I had returning products from Ireland and the subsequent poor customer service, and wanted to make everyone aware of this.I initially purchased a Surface Pro and keyboard, as Microsoft had heavily promoted a no-questions-asked return policy. After using the products for a few weeks, I decided they were not suitable for me. I initiated a return and sent the products back to Microsoft.I dropped off the products at my local collection point on May 27th, and they were received by Microsoft on June 3rd. One week later, I received no updates from Microsoft, and my shipping label on my account indicated that it had expired. I contacted Microsoft, and they assured me that I would receive my refund no later than Friday, June 13th. However, this did not materialize.I made another call the following week and was informed that I would receive the refund by the end of the next week, which was June 20th. By that evening, I had not received anything and initiated a chargeback request from my bank. Remarkably, at 1:00 AM on June 21st, a refund was initiated.As of writing this on June 26th, I have still not received my refund. I received another support email on June 25th, which essentially informed me that I had initiated a chargeback request and to contact my bank for further assistance. However, the email did not mention my refund.I followed up with a call to support this morning, where I was left on hold for 20 minutes while they reviewed my support ticket. During this time, I was rudely informed that it was my bank that I needed to contact, as Microsoft had initiated the refund and there was nothing more to be done.When I inquired about the chargeback request email, the support representative did not understand what a chargeback was and stated that they were unable to read the email because it was sent by another team. They informed me that if I wanted someone to discuss the email with me, they would have to call me back later in the day.Therefore, 24 days after returning my products in perfect condition, I am still awaiting my refund.If anyone has any suggestions to resolve this issue, please let me know. At this point, I simply want my money back and to avoid dealing with Microsoft products in the future.Thank you,

Date of experience: Jun 03, 2025