Microsoft Experience Center FAQ

We have three Microsoft Experience Centers around the world. In New York City, Sydney and London, these spaces serve all customers, including consumers, small businesses, education and enterprise customers, and enable them to experience our products and services with the opportunity to purchase select Microsoft products onsite starting July 2021.

Our Microsoft Experience Center spaces in New York, London and Sydney focus on experiences, allowing customers to browse products, see product demos, learn about our technology and purchase select products onsite starting July 2021. For additional products not available onsite, our team of associates will help customers purchase online at microsoft.com.

Customers may also book Answer Deck appointments online here. We will also offer walk-in Answer Desk support for Surface and Xbox devices in addition to free 1-hour in-person consultations for small business and education customers to learn how Microsoft products and services can help their business or school. We will not host any in-person events or enterprise trainings at this time due to health and safety concerns, but we plan to do so in the future when it is safe to do so.

Yes, customers will be able to purchase select Microsoft products onsite. For additional products not available at the Microsoft Experience Center, our team of associates will help customers purchase online at microsoft.com. At this time, we do not offer buy-online-pickup-in-store at any of our Microsoft Experience Centers.

We are focused on our existing Microsoft Experience Centers and investing in our ongoing digital transformation journey to create a best-in-class experience for our customers. We have no plans to reopen physical retail stores.

Yes, we’re able to assist customers with returns at Microsoft Experience Centers. Returns can also be processed through support.Microsoft.com. Our Microsoft Experience Center associates are happy to answer your questions about the return process if needed.

Currently, we do not have plans to host any events on location. We will continue to follow guidance from health and public safety experts and local governments and will only resume events when we feel it’s safe to do so. In the meantime, we are continuing to add new online workshops and trainings for kids, families, businesses and job seekers online at microsoft.com.

Currently, we are not opening the gaming floors. We will continue to follow health and public safety experts and guidance from local governments, and we will not reopen gaming floors or host gaming events until we feel it’s safe to do so.

Our greatest priority is the health and safety of our employees and customers. We are implementing additional safety measures based on the guidance of health officials. These include limiting the number of customers within Microsoft Experience Centers and providing clear signage and instruction to facilitate safe distancing, eliminating product browsing and events, providing masks and gloves to customers as needed, implementing additional cleaning procedures, and adding hand sanitation stands.

Our greatest priority remains the health and safety of our employees and customers. We will continue to comply with the guidance of the local government and health authorities. Our customers are always welcome to shop, learn and engage with offerings at Microsoft Store at microsoft.com.

Customers who have a Microsoft Store gift card can contact support at 1-877-696-7786 for a refund of the remaining value of the card.