I ordered a Pixel 3 XL to see if I wanted to switch from Apple to Android, tried it out for a couple of days and then initiated the return process (knowing I was going to be charged a restocking fee). I used their return RMA shipping label, dropped it off at Fedex (as I’ve done previously with Google Store returns) and did not think about it for a couple of weeks.
At week three I contacted Google Support and they told me they received the device and would let me know about the refund shortly. At week four I contacted Google Support again and this time I was bumped up to a warehouse support team and they told me that they would contact me in 1-2 days. Another week goes by (now I am a day or so past the Google finance payment date) and I contact Google Support and they tell me to email Google Support using the email that they sent my chat transcript to.
So we are now over a month since I shipped it back, nobody from Google has contacted me directly, and I am the person initating all contact. This morning (in response to my email) I am informed that the box they received from FedEx had nothing in it. I was told to mail in my phone or put in a claim with FedEx.
This is their customer service it appears. Nobody contacts me at all for over a month and now they tell me the phone never arrived. So I filed a claim with FedEx and we will see how that goes.
Never again will I purchase anything from Google. I can understand theft occurring, etc. but they could have told me this on December 17, 2018 when the phone was signed for by a Google employee.