Unhelpful Support from Google and Needless Delays
I ordered a Google Nest camera from the Google Store. The website was in Norwegian and appeared professional, so I did not check Trustpilot beforehand. In hindsight, the fact that Trustpilot was not referenced on the website should have been a red flag. Based on my experience, the low Trustpilot score seems justified.After placing the order, I received a delivery confirmation from DHL, but the package was stuck in the Netherlands for ten days. I contacted Google support multiple times, but they were unhelpful and unwilling to investigate the issue.When I contacted DHL Norway directly, they informed me that they were missing an invoice required for customs clearance. I relayed this information to Google support, but they refused to provide the invoice to DHL. Instead, I was told to print the invoice myself and send it to DHL. After doing so, it still took several additional days for the invoice to reach DHL in the Netherlands.Although I eventually received the camera (no invoice in the box), the entire process was frustrating and time consuming. I will be returning the product and will not do business with Google again.
STIG MELING
Unhelpful Support from Google and Needless Delays
I ordered a Google Nest camera from the Google Store. The website was in Norwegian and appeared professional, so I did not check Trustpilot beforehand. In hindsight, the fact that Trustpilot was not referenced on the website should have been a red flag. Based on my experience, the low Trustpilot score seems justified.After placing the order, I received a delivery confirmation from DHL, but the package was stuck in the Netherlands for ten days. I contacted Google support multiple times, but they were unhelpful and unwilling to investigate the issue.When I contacted DHL Norway directly, they informed me that they were missing an invoice required for customs clearance. I relayed this information to Google support, but they refused to provide the invoice to DHL. Instead, I was told to print the invoice myself and send it to DHL. After doing so, it still took several additional days for the invoice to reach DHL in the Netherlands.Although I eventually received the camera (no invoice in the box), the entire process was frustrating and time consuming. I will be returning the product and will not do business with Google again.
STIG MELING
Very unhappy with the trade in proces
Very unhappy with the trade in process with Google. Whilst I was sure I factory reset the phone, the trade in partner said I hadn't. And I may have made a mistake and not done it. But what I'm really unhappy and disappointed with, is that there is no second chance to reset and resend the phone. My trade in is being returned. And so I lose my trade in bonus, which is one key factor when I switched to Google. Very disappointed and unhappy with the trade in process, and would definitely reconsider sticking with Google in the future. Not a happy customer :-(
Paul Nicholls
Very unhappy with the trade in proces
Very unhappy with the trade in process with Google. Whilst I was sure I factory reset the phone, the trade in partner said I hadn't. And I may have made a mistake and not done it. But what I'm really unhappy and disappointed with, is that there is no second chance to reset and resend the phone. My trade in is being returned. And so I lose my trade in bonus, which is one key factor when I switched to Google. Very disappointed and unhappy with the trade in process, and would definitely reconsider sticking with Google in the future. Not a happy customer :-(
Paul Nicholls
Fitbit Inspire 3
Leaving this for Fitbit. Nice company, nice watch, nice app. Accurate heart rate, only slightly overestimates my sleep. I have the Fitbit inspire 3 and it doesn’t let me have seconds on my watch except if I have an analog one. There are also no analog ones with minute ticks and visible numbers - a shame. Overall not great variety of clock faces. Also can’t record my heart rate when swimming and does a terrible job of recording my skiing - said I did 0km after 3h of skiing. Would recommend though, happy with the watch.
TrustworthyUser
Fitbit Inspire 3
Leaving this for Fitbit. Nice company, nice watch, nice app. Accurate heart rate, only slightly overestimates my sleep. I have the Fitbit inspire 3 and it doesn’t let me have seconds on my watch except if I have an analog one. There are also no analog ones with minute ticks and visible numbers - a shame. Overall not great variety of clock faces. Also can’t record my heart rate when swimming and does a terrible job of recording my skiing - said I did 0km after 3h of skiing. Would recommend though, happy with the watch.
TrustworthyUser
£1320 for a "brick" and zero support – Avoid the Pixel 10 Pro XL
I am beyond frustrated with Google’s complete lack of accountability. I bought a new Google Pixel 10 Pro XL, and within just three months, it’s already plagued with multiple issues. After spending 2 hours on the phone trying to get a solution, I was met with total incompetence. The customer support manager even admitted to me that "no one would buy a Pixel phone" if they experienced what I have. To make matters worse, the support agents hung up on me twice when they couldn't answer my questions.For a tech giant to charge £1320 for a flagship phone and then refuse to provide a satisfactory solution is daylight robbery. If you’re considering this phone, save your money and your sanity—don’t buy it. If it malfunctions, Google will leave you stranded.
Zawar Ali Gillani
£1320 for a "brick" and zero support – Avoid the Pixel 10 Pro XL
I am beyond frustrated with Google’s complete lack of accountability. I bought a new Google Pixel 10 Pro XL, and within just three months, it’s already plagued with multiple issues. After spending 2 hours on the phone trying to get a solution, I was met with total incompetence. The customer support manager even admitted to me that "no one would buy a Pixel phone" if they experienced what I have. To make matters worse, the support agents hung up on me twice when they couldn't answer my questions.For a tech giant to charge £1320 for a flagship phone and then refuse to provide a satisfactory solution is daylight robbery. If you’re considering this phone, save your money and your sanity—don’t buy it. If it malfunctions, Google will leave you stranded.
Zawar Ali Gillani
Order delayed over 1.5 months!
I placed an order 13/02/26, The Phone and charger were both in stock with est 3 day delivery. Then I recieved an updated delivery time of over 1.5 months from the date of purchase. I called customer service to find out if this was correct and if the order could be progressed, the customer service rep could not give a straight answer to any of my questions and it took 41 minutes to get to this conclusion, I have no idea when or if i will recieve my purchase. My advice is dont by from Google store you may not recieve your purchase in a reasonable time frame or at all.
Mark
Order delayed over 1.5 months!
I placed an order 13/02/26, The Phone and charger were both in stock with est 3 day delivery. Then I recieved an updated delivery time of over 1.5 months from the date of purchase. I called customer service to find out if this was correct and if the order could be progressed, the customer service rep could not give a straight answer to any of my questions and it took 41 minutes to get to this conclusion, I have no idea when or if i will recieve my purchase. My advice is dont by from Google store you may not recieve your purchase in a reasonable time frame or at all.
Mark
Seems we have to leave a review here…
Seems we have to leave a review here for fitbit!Fitbit has been totally destroyed by google, terrible app changes, no web interface, just ruined.Any posts left on their "community forum" talking about other products are removed.Steer clear and get another companies product.
Andrew Capon
Seems we have to leave a review here…
Seems we have to leave a review here for fitbit!Fitbit has been totally destroyed by google, terrible app changes, no web interface, just ruined.Any posts left on their "community forum" talking about other products are removed.Steer clear and get another companies product.
Andrew Capon
Have google given up?
Have google given up? Tried to buy the Nest Hub 2nd gen, not a single one in stock. What about the Nest doorbell, 2nd or 3rd edition? Never released in the UK. Google seem to have given up on the UK completely. I would keep well away from Google smart home devices until they show signs that they aren't deserting the UK completely
Just a regular consumer.
Have google given up?
Have google given up? Tried to buy the Nest Hub 2nd gen, not a single one in stock. What about the Nest doorbell, 2nd or 3rd edition? Never released in the UK. Google seem to have given up on the UK completely. I would keep well away from Google smart home devices until they show signs that they aren't deserting the UK completely
Just a regular consumer.
Pixel 9 dreadful service
Purchased a pixel 9 with a view to using the £50 deal Google store credit to purchase a protective case. The mous case arrived but there was no way it would fit the phone. Filling in the return form the most suitable stone option was "wrong size" followed by step two only option "I ordered the wrong size" NO it doesn't fit! Form completed with an explanation in the text boxNext the pdf shipping label lists drop off or collection. The DHL process is tortorous. Moving on a mobile between a pdf and a form is almost impossible. The DHL form is a universal form requesting irrelevant information. Decided to call the number to hear a premium line calling warning. I'm paying for a premium line call to return a faulty product. Booked a call with Google they called can't do anything. I'll buy my case elsewhere and not use the £50 store credit which was part of the deal. Big company crap service
Mark Davis
Pixel 9 dreadful service
Purchased a pixel 9 with a view to using the £50 deal Google store credit to purchase a protective case. The mous case arrived but there was no way it would fit the phone. Filling in the return form the most suitable stone option was "wrong size" followed by step two only option "I ordered the wrong size" NO it doesn't fit! Form completed with an explanation in the text boxNext the pdf shipping label lists drop off or collection. The DHL process is tortorous. Moving on a mobile between a pdf and a form is almost impossible. The DHL form is a universal form requesting irrelevant information. Decided to call the number to hear a premium line calling warning. I'm paying for a premium line call to return a faulty product. Booked a call with Google they called can't do anything. I'll buy my case elsewhere and not use the £50 store credit which was part of the deal. Big company crap service
Mark Davis
Google have just let me down
Google have just let me down, after 10 years as a Google Pixel user. I have just upgraded to the Pixel 10 Pro XL, following a 6, 7 and 8, all being Pro models.The Pixel 10XL is no longer compatible with the Pixel Wireless dock, so have been told I need to upgrade. After spending £1,100 to purchase a phone, plus a new case at £50, I now have to purchase a new charging dock. At no time during the procurement phase was I informed that the Pixel 10XL was not QI1 compatible. On escalation to Google Customer Service, simply told to suck it up and buy a new charger.
Stephen Hemmings
Google have just let me down
Google have just let me down, after 10 years as a Google Pixel user. I have just upgraded to the Pixel 10 Pro XL, following a 6, 7 and 8, all being Pro models.The Pixel 10XL is no longer compatible with the Pixel Wireless dock, so have been told I need to upgrade. After spending £1,100 to purchase a phone, plus a new case at £50, I now have to purchase a new charging dock. At no time during the procurement phase was I informed that the Pixel 10XL was not QI1 compatible. On escalation to Google Customer Service, simply told to suck it up and buy a new charger.
Stephen Hemmings
Terrible customer support for Google Home Premium for my doorbell
Paid for Google Home Premium from Google Store to record videos on my Google doorbell for a year’s subscription. It has not worked since I purchased it over 5 weeks ago. It’s been so hard finding someone to connect to get support and they can’t help me. They said they would get back to me within 24/48 hours but they didn’t so I had to chase it again. Still trying to sort it out. I don’t understand why everything to do with Google has to be so complicated!! Nothing Google related is simple and nothing ever works! Won’t be purchasing anything to do with Google ever again.
SB3333
Terrible customer support for Google Home Premium for my doorbell
Paid for Google Home Premium from Google Store to record videos on my Google doorbell for a year’s subscription. It has not worked since I purchased it over 5 weeks ago. It’s been so hard finding someone to connect to get support and they can’t help me. They said they would get back to me within 24/48 hours but they didn’t so I had to chase it again. Still trying to sort it out. I don’t understand why everything to do with Google has to be so complicated!! Nothing Google related is simple and nothing ever works! Won’t be purchasing anything to do with Google ever again.
SB3333
