Beyond frustrated

Jade Murias 0 Reputation points
2026-04-29T17:30:23.2466667+00:00

I had an order from Xbox stolen off my porch. I know this is not directly Xbox’s problem, but I have been trying for nearly a month to get a replacement or a refund. I was told it was possible. I’ve been able to speak to 6 different people who have told me 6 different things. I was told I needed a police report to fix the issue. When I called back saying I have it how do I give it to you I was told that’s not a thing and they’d call me back in 48 hours. It’s been a week. At this point I am unable to reach a single real person to give me any answer. I have gone so far as to contact parts of the company that have nothing to do with Xbox just to get a person to give me any kind of information. The controllers are expensive and if the solution I was told isn’t doable that’s fine. I would just like to talk to someone about it for any kind of resolution

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  1. AI answer

    2026-04-29T17:30:43.2533333+00:00

    For a stolen Xbox hardware order (such as controllers) purchased from Microsoft/Xbox, the path forward is through Microsoft Store/Sales support, not community forums.

    Since the package never made it into possession, do not initiate a normal product return. Instead:

    1. Go to Microsoft Store / Sales support
      Use the dedicated purchase support channel: contact Sales support.
      This is the team that handles issues with orders, shipping problems, and lost/stolen deliveries.
    2. Have these details ready
      • Microsoft account used for the purchase
      • Order number from the Microsoft account Order history page: Open Order history
      • Date of purchase and item details (Xbox controllers)
      • Police report information (case number, date, and issuing department), since this was already requested once
    3. Explain that the order was stolen after delivery
      Clearly state that:
      • The order shows as delivered but was stolen from the porch.
      • A police report has been filed and is available.
      • Previous support interactions gave conflicting instructions and no callback.
        Ask specifically whether the order is eligible for replacement or refund under Microsoft Store’s policies for physical goods.
    4. If the order is visible but no self-service option appears
      For physical goods like controllers, normal returns/refunds are usually started from Order history → Request a return. However, when the product was never received, the documentation explicitly says not to initiate a product return and to contact Sales support instead. That is the correct escalation path for this scenario.
    5. Track any resolution or refund
      If a refund or replacement is approved, status can be monitored from the Order history page. Refunds, once issued, are generally processed within 3–5 business days and applied to the original payment option.

    If support confirms that a replacement or refund is not possible under current policy, only they can provide that final determination and any alternative options.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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