Microsoft Store

Every experience I've had with this Microsoft store has been good. They can get busy at times so there may be a wait for some more involved help but they have handled any warranty issues I had or returns without any issues. The people are friendly and the store has lots of products to see and try out. I had some initial issues with my Surface Pro but after I exchanged it the device has been great - with that said my review is on the store and not a device (since the store has no control over that level). I'll definitely be shopping here again and recommend it for anyone that is buying a Windows computer.
7 years ago (02-03-2018)

Had an issue with my surface pen and my 2 year warranty had recently expired. I booked an appointment but I had in my mind that I would likely have to buy a new one for $130. When I went in they looked at it and tried to write and erase with it and clearly it had an issue. They went in the back and brought me out a replacement and only asked for my email. No hassles at all. So really a great customer service experience to take me from feeling pessimistic and thinking I wasn’t going to be helped when I walked in to walking out with a replacement free of charge when my warranty had expired.
7 years ago (20-02-2018)

I ordered a laptop from Microsoft on Oct 2, 2017 with extra charge for one-day shipping. I received a package but it was a completely different device than what I ordered. I called customer service right away, telling them I needed my laptop as soon as possible for work. The guy over the phone just promised to get back in 2 days, which I told him again that I needed the laptop as soon as possible and that was why I'd paid extra for the shipping. He said there was nothing he could do besides escalating this issue. I called again and talked to a different rep by the name of Grace over the phone. Now she said the laptop that I ordered was out of stock (but somehow my purchase went through and they took my money). She asked me to spend more money to get a better, more expensive laptop. A 10% discount off the unit was offered to me with free shipping. She said that she had to charge me the full amount first before processing a refund for the difference and also the shipping fee. I waited for two full weeks until Oct 16 to call and follow up because other than sending me the second unit (which I'd paid full price for), none of the promises were fulfilled by Microsoft. My first order was refunded but without the shipping cost, and I only got 5% off the second unit refunded instead of the promised 10%. The only response that I got when I called was they would escalate it again and I had to wait for another 24 hours. I called back the next day just to hear them say they would escalate this again. I finally managed to speak to a manager by the name of Nick (he repeatedly refused to provide his full name), who told me they were NOT going to fulfill their promise after all and there was no point in calling them. Nick denied any knowledge of the 10% discount that was promised to me, even though the person I'd spoken with the previous day had told me it was written in the notes for this case. I hope someone can help me to get this resolved. This is supposed to be easy. I was just trying to buy a laptop. I made the payment and it was all supposed to be done the next day. Instead, more than two weeks later, I still don't have all the refunds promised to me, even after wasting multiple hours on the phone with customer service. I'm disappointed, frustrated, and I don't think I'll make another purchase from Microsoft again. It's not worth the trouble.
7 years ago (17-10-2017)

MS store is excellent. Unlike the Apple Store, they have a wide variety on offer. I've had a number of really great service experiences here. Everything they sell is high quality so if you are looking to buy a computer and want a safe bet, good place to go.
7 years ago (08-12-2017)

I started to contact Microsoft via phone and online chat about a week ago when my laptop got water damaged, as I needed a new one ASAP. I didn’t want to drive over an hour to go to the microsoft store, but the reps I spoke to were not helpful, so I ended up coming in store. Up until this point, I was very annoyed with Microsoft support and upset with their lack of customer service. That changed when I came to The Microsoft Store at Metropolis. I was instantly greeted by kind and helpful reps that offered us refreshments. As I waited for my rep, another rep chatted with us and had some great conversation. When I was matched with my rep, Cam, I received some of the best customer service I’ve ever experienced. He was courteous, quick, and got me my replacement computer so I could get back to work. Great service in store redeemed the subpar experience I had with other reps over the phone and chat. Definitely recommend this store.
7 years ago (16-01-2018)