Google Store Oakbrook — Local services in Oak Brook

Appalling Experience: Defective Pixel 9 Pro Fold & Unacceptable Google Store Service

I am utterly appalled and deeply disappointed with my recent experience at the Google Store in Oakbrook regarding my defective Google Pixel 9 Pro Fold. Purchased from Amazon on June 7, 2025 (received June 8), its inner display began failing on July 16. A thin black line appeared along the fold crease, expanding with use, rendering most of the touchscreen unusable, with internal cracks developing. I showed a photo (taken later) to staff.

Prior support attempts were futile: Google's website was a circular maze for IMEI entry, and uBreakiFix (called July 17) only handles repairs, not replacements/refunds. With only seven Google Stores in the US (Oakbrook being the only one in IL), and no phone number listed for the store, I drove there on July 19 with my wife and 10-year-old daughter, expecting premium service.

Upon arrival, we were greeted, and I immediately showed two staff members the phone's defect. Their initial helpful demeanor was promising. After asking us to remove the case (which they assisted with), they examined the phone and took it to the back for a "repair person." After five minutes, they returned it, huddled, and then manager David unequivocally stated they couldn't help.

David blamed me, claiming I must have put "too much pressure" or "bent the hinge too far." I repeatedly explained the issue arose from normal opening/closing. When I mentioned others having display issues, he dismissively showed his own undamaged Pixel 9 Pro Fold as "proof" no issues exist.

My wife and I were stunned. I repeatedly asked, "You're really not going to help us?" As they refused, we lost our composure and raised our voices, stating we were being "screwed out of $1500." We are not prone to such outbursts, especially with our daughter present; our reaction stemmed solely from being falsely accused. Their only suggestion was to mail the phone to Google for a "different opinion." Shockingly, despite us not being threatening, they threatened to call the police.

I expected better from Google for a premium device with a clear manufacturing defect so soon after purchase. The lack of accessible support, the store's refusal to acknowledge a flaw, their decision to blame the customer, and the unprofessional threat to involve law enforcement is utterly unacceptable and a terrible reflection on Google's...

I went to this location because my phone started flickering and then a pink line appeared.

I scheduled an appointment at 5pm to get it looked at. I was told this was a known issue and was covered under an extended warranty and I would need my screen replaced. I left my phone with them and they said it would take 2 hours and they would email me when it was repaired.

I never received an update or an email if it was ready. At 3 pm the next day I decided to contact them to get an update. However, there is no way to directly contact the store so I contacted Google Support through chat for an update. After being transferred 4 times and receiving no help, I decided to drive to the store.

Arriving at the store I was told my phone wasn't ready. They then went in the back for 15 minutes to check on my phone. When they came back and I was told it wasn't ready and I needed a new motherboard. They informed me that unfortunately my warranty ended last month and I would have to pay almost $400 for the repair. Which is ridiculous repair cost since a new Pixel 8 is almost the same price and the phone is only 13 months old. I declined the motherboard repair and went forward again with the screen replacement and was given a new ticket. They told me this time it would only take 45 minutes for the screen replacement and that I would receive an email when it was completed.

After two hours and again receiving no email, I went back to the store. My phone was ready but they had two open tickets for it and they couldn't figure out how to close out the original. This new debacle took another 10-15 minutes. Before leaving I let them know I never received any emails and they said this was a known issue and they were looking into it. Which would have been useful information to let me know from the beginning.

Honestly, this was a terrible experience and has turned me off from purchasing Google hardware...

I'm always on the lookout for businesses that provide exceptional service, and my recent experience at the Google Store in Oakbrook Terrace definitely deserves a glowing review! I just picked up the brand-spankin'-new Pixel 9A and traded in my trusty Pixel 7. The entire process was impressively smooth and efficient. From the moment I walked in, the staff were attentive and ready to assist. They expertly handled the trade-in, ensuring I received the correct credit without any fuss. Setting up a new phone can sometimes feel like a chore, but the team here made it a breeze. They patiently guided me through the initial setup, ensuring everything was transferred and working perfectly. What truly stood out was the complete lack of pressure to purchase additional accessories or services – a refreshing change! In and out in about half an hour – that's the kind of efficiency we all appreciate. The staff were not only helpful but genuinely patient, answering all my questions with a smile. Key takeaways: Efficient Service: Quick and seamless trade-in and new phone setup. Knowledgeable Staff: Expert assistance with the Pixel devices. No Upselling: A pressure-free and comfortable shopping environment. Patient and Helpful: Staff who genuinely care about your experience. If you're in the Oakbrook Terrace area and looking to explore the latest Google devices or need support with your current ones, I highly recommend a visit...