Jennifer Wells

@jesmona

Little with a big smile

Hemel Hempstead, East

Joined August 2009

18 Following

4 Followers

16 Posts

Jennifer Wells

@jesmona

about 21 hours ago

@MicrosoftHelps FORMAL COMPLAINT – UNRESOLVED REFUND AND UNACCEPTABLE CUSTOMER SERVICE Microsoft Support Case: 7109285913 Dear Microsoft Customer Relations, I am writing to make a formal complaint about the appalling handling of an order placed with Microsoft on 20 September 2026, the subsequent delivery of a parcel containing maggots and worms instead of the Xbox controller I purchased, and the wholly unacceptable delays and customer service I have experienced in trying to obtain a refund. What should have been a straightforward resolution has turned into a 29-day ordeal involving repeated phone calls, unanswered emails, conflicting explanations and a complete failure by Microsoft to take ownership of the situation. Summary of events 20 September 2026 – Purchase I purchased an Xbox controller directly from Microsoft using a guest account. Order G856514050 22 September 2026 – Delivery of incorrect contents A parcel was delivered by DPD in a cardboard box that appeared to be wet. The driver asked me to open the package to check its contents, as he suspected something was leaking. As I could not initially identify the sender, I presumed the parcel contained plants I had ordered elsewhere. However, upon opening the box, I discovered bags of maggots and worms instead of my Xbox controller. I was completely taken aback. On closer inspection, I identified Microsoft in small writing on the packaging, and it became apparent that the controller I had purchased had been replaced with these items. I immediately contacted Microsoft, and support case 7109285913 was opened. I was advised that an investigation would take place and that, in the meantime, I would need to purchase a replacement controller through my Microsoft account - 9318798730 I was also told that my original payment would not be refunded until the investigation was complete. I provided photographs and a video of the packaging as evidence. Furthermore, I was instructed to retain the maggots and worms, as Microsoft might require them to be returned. 29 September 2026 – Refund offered subject to return I received an email confirming that a refund would be issued upon receipt of the maggots and worms. Despite the wholly unreasonable nature of this request, I retained the items and attempted to comply. There were even delays in Microsoft providing the return label. By this stage, the bags were leaking, the maggots were still alive, and the smell was atrocious. Returning these items was entirely impractical and posed an obvious risk of contaminating other parcels and surrounding items. I supplied further photographs and videos to demonstrate the condition of the package and explain why a return was not feasible. I had done everything reasonably expected of me as a customer. I had provided evidence, cooperated with the investigation and attempted to comply with Microsoft's return requirements. 13 October 2026 – Refund still outstanding Despite the earlier confirmation that a refund would be issued, I had received no refund. 19 October 2026 – Escalation requested and ignored I contacted Microsoft again and eventually managed to speak to a customer service representative. I requested that my case be escalated and was assured that a manager would contact me by telephone or email before the end of the day. No contact was received. During this conversation, I was told that another support or escalation ticket had been raised to capture the additional evidence relating to the leaking package. This was yet another delay, despite the fact that the evidence had already been supplied. 21 October 2026 – Formal complaint submitted I emailed [email protected] to raise a formal complaint. I have received no acknowledgement or response. 23 October 2026 – Further conflicting explanations I called Microsoft again and was told that my refund remained outstanding because Microsoft was waiting for the carrier to confirm the findings of its investigation into why the original controller had been replaced with maggots and worms. This explanation is unacceptable. The circumstances surrounding the substitution of the controller are a matter for Microsoft and its delivery partners to investigate. They should not be used as a reason to withhold my refund indefinitely, particularly when I had already received written confirmation that a refund would be issued subject to the return of the items. I had already explained why returning them was not feasible and had supplied photographic and video evidence to support my position. The goalposts have repeatedly moved, and I have been given different explanations for the continued delay. I asked to speak to a supervisor, who subsequently called me back. She advised that she would add a note to my account requesting that the investigations team issue my refund, and that I would receive an update by the end of the day on Friday. I received neither an update nor confirmation that any action had been taken, and my refund remained outstanding. I specifically asked the supervisor to go beyond simply adding a note to my account and to contact the investigations team directly to request that my case be prioritised. She declined to take this proactive approach. At this point, 29 days had elapsed since the original delivery. Microsoft's failure to treat me fairly as a customer I am genuinely flabbergasted by the way this matter has been handled. I purchased a product directly from Microsoft. I received a parcel containing live maggots and worms instead of the product I had paid for. I promptly reported the issue, supplied evidence and cooperated with every reasonable request. Yet, throughout this process, I have been left feeling as though I am being treated as a potential fraudster rather than as a genuine customer who has been the victim of an extraordinary delivery incident. I have spent hours chasing Microsoft week after week. My emails have gone unanswered, the automated support system provides no straightforward route to speak to a human, promised callbacks have not materialised, and even my formal complaint has been ignored. At no point have I felt that Microsoft has valued my custom or made any meaningful effort to resolve the matter. What makes this particularly frustrating is that the situation could have been resolved quickly and sensibly. Microsoft had the original order details, my account of events, photographs and video evidence of the packaging, and subsequent evidence showing why the requested return was impractical. Yet I was required to pay for a replacement controller and have continued to wait for reimbursement for the original purchase. I recognise that Microsoft may need to investigate how this incident occurred. However, that investigation should not come at the expense of treating a customer fairly. There must be scope for common sense, proportionate decision-making and appropriate discretion when the circumstances are so unusual. Instead, I have encountered bureaucracy without accountability, repeated delays and a complete absence of meaningful communication. This is not simply a complaint about a missing refund. It is a complaint about the way Microsoft has handled an incident that should never have happened in the first place, and its subsequent failure to put things right. Required resolution I now require Microsoft to: Issue my full refund immediately for the original Xbox controller, without further conditions or delays. Provide written confirmation that the refund has been processed, including the amount and expected date of receipt. Provide a formal written response to this complaint, explaining why the refund has been delayed despite the earlier written confirmation, why I have received conflicting explanations, and why my previous complaint and requests for updates have gone unanswered. Explain what action Microsoft will take to address these service failures and ensure that other customers are not subjected to the same experience. I have now initiated a refund investigation with my bank. Given the lack of progress through Microsoft's own support channels, I no longer have confidence that this matter will be resolved without further action. I also intend to share my experience publicly on social media, including X (formerly Twitter), and to bring this example of unacceptable customer service to the attention of the press if necessary. Microsoft's reputation is built not only on the products it sells, but also on how it treats its customers when something goes wrong. In this instance, the product was not delivered as purchased, and the subsequent customer service has compounded the original problem at every stage. I expect this complaint to be taken seriously, escalated to someone with the authority to resolve it, and brought to a conclusion without any further unnecessary delay. I look forward to receiving your written response and confirmation that my refund has been processed. Yours faithfully, Jennifer Wells

about 23 hours ago

over 4 years ago

I just took part in the #BigPlasticCount, UK’s biggest investigation into household plastic waste. Here’s what I found really happens to my plastic waste: ♻️16% recycled 🌍23% sent abroad 🔥40% burnt ⛰️21% sent to landfill This is shocking, right?! @Jochurchill_MP @pow_rebecca

Jennifer Wells

@jesmona

over 5 years ago

#BBCBreakfast My brother is a pilot and it seems this is still the case - pilots insurance not cover them for having the covid vaccine and any reaction to it could jeopardise their licences. How can we not be supporting our pilots with this? https://t.co/owzvmKB3pe

Jennifer Wells

@jesmona

over 6 years ago

@ElgivaTheatre is the Adam Hills show tonight going to be cancelled in light of Boris Johnson’s speech this afternoon that social contact should be avoided and avoid pubs, clubs, theatres and restaurants? Is there any chance of getting a refund or credit note. Box office is shut.