ComplaintsforMeta Store

• Initial Complaint

  10/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I pre-ordered the meta quest 3s and paid for the gaming system. I never received the confirmation email although **** took full payment from my bank account. I have contacted meta store 3 times via chat and 6 times via email and the only response I receive is they will look into it as according to the representatives Ive had communication with they cannot find the order on their end. They ask for an order number from the confirmation email but as I said I never received the email so I dont have an order number. I have provided my name, address, items ordered, amount paid, date ordered, and a screen shot from my bank proving Ive paid in full yet they claim they still cannot find the order!! At this point I feel I will not receive the items and *** had my money taken fraudulently.

  Business response

  10/09/2024

  Using the information provided by the Customer we were able to locate their current active support case with Meta Store Support (07400104).
  We see that the Customer informed ******************** Support agents that they had entered an incorrect email address. We were able to locate the Customers order after some investigation and have since sent the Customer an email regarding their order confirmation. They will see the email shortly at *************************

  Customer response

  10/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *********

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today I was going through my credit card statement and noticed a charge made by Oculus for roughly $250. The problem is I do not own an Oculus. I do not have an active account with them or anything. Upon trying to research the situation I have found it next to impossible to speak with someone to discuss the matter. I also noticed that this random charge was set up as a recurring payment. I would like this charge not only refunded but I would like for them to no longer have access to any credit accounts in my name as well.

  Business response

  09/28/2024

  We were unable to locate a ticket with the information the customer provided. If they'd like to work with us to look into these unauthorized charges they're reporting, they can do so by going to ********************************** and following the prompts on the website to get an option to contact us.
  
  In this case though, as the customer reports not having any sort of service with us, it would be best if they reach out to their payment provider to secure their payment method and file a chargeback.

  Customer response

  09/29/2024

   
  Complaint: 22351185
  
  I am rejecting this response because:
    I do not have a ******** account nor an instagram account to even open a ticket for this matter. I called the support number that was provided by my credit card company. This brought me to an automated voicemail advising me to access the link in which you provided but does not help me in any way. This matter should be discussed by an actual representative over the phone. I dont have an account number nor login for **********************. I have already completed a fraud charge with my credit card company as well.  
  Sincerely,
  
  ***** ********

  Business response

  10/01/2024

  As the the customer doesn't have any sort of account with us, the best course of action would be to complete the investigation with their payment provider, and do the chargeback for the reported fraud.

  Customer response

  10/01/2024

   
  Complaint: 22351185
  
  I am rejecting this response. 
  The charge was refunded to my card. I just want to be sure that this will not happen again considering the bank said that this was set up as a recurring payment now which you still cannot give me an answer nor steps on what to do if this happens again. Its not like Oculus has reached out to me to confirm any of this. Its all automated responses that solve nothing at all. Your responses have not answered any questions on how did this happen when I dont have an account. Or how did my card even get charged for something that does not exist. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ******** account was hacked, and the hacker changed my recovery email and password. My friends reported the account, and so ******** disabled my account. I went through the "secure my account" process. I typed in my old password, and it says I need to reset my password. But, that takes me in circles. I try resetting the password a different way, but it's only giving the option to send it to the hacker's email. I've tried everything else that is on the ********************* but nothing works for my situation. I've tried contacting ******** through various means (email, ******** report submitting, etc.) 3 weeks ago (September 7, 2024), but they have not answered in any way. Yes, I've checked both my primary email and recovery email. I've also checked the "junk" and "deleted" folders. There's no support I can talk to this about. Because the hacker changed everything, it logged me out of my Meta account on my Meta Quest 2. I have paid about $125 on games on my Meta Quest 2. And I no longer have access to those games because my account got disabled. I also have had my account for 14+ years, so all my pictures and memories are gone. The best solution to this is to give me my account back. Do not direct me to the ******************** since it is not applicable to my situation, as mentioned previously.

  Business response

  09/26/2024

  Using the information provided by the Customer we're unable to locate any active support cases with Meta Store Support, nor were we able to locate any Meta Horizon accounts using this information. We're keen to help the Customer get back into the awesome VR experience the Meta Quest 2 has to offer and we would invite them to reach out to our Meta Store Support team on the following link: **************************
  
  
  Thank you

  Customer response

  09/26/2024

   
  Complaint: 22336457
  
  I am rejecting this response because:
   
  The email I provided was for you to contact me. This is one of the things I requested, and you have failed to do so.  I was hoping to provide the details once you contacted me.
  Here is the information connected to my Meta Account:

  email: **************************

  name: **** ******
  URL:

  ****************************************

  You also directed me to a website for ********/Meta help. I explicitly requested you to not direct me to the ********************* You thought sending me to **** Help would make things better?

  Please contact me so you can resolve my issue. If there is any more information needed than what I provided, let me know.

  
  Sincerely,
  
  **** ******

  Business response

  09/26/2024

  After reviewing the information provided by the Customer, ******************** Support has still not received any support tickets. In our previous response we have provided the correct link so the Customer can reach out to ******************** Support to further explain their issues so that support staff may assist in troubleshooting. Please advise the Customer that ******************** Support does not have the ability to reach out to Customers without a support ticket being created at ************************** - On this link there are several options to choose which support center the Customer requires. The link the Customer will need to use is: **************************quest/

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** has repeatedly ask me to verify my account with a driver's license since May 1, 2024. I have submitted driver's license several times, more than 3. Each time they hold you to a 48 hour wait time and reject your verification. I have submitted it to their guidelines as they require and still they reject it. There is absolutely no way to get a hold of someone on the phone and try to resolve the issue. I currently cannot access my account because they have suspended /locked my account. I have reached out to their chat support and have emailed them with no resolution. What I would like is to have my account listed under my email provided with this complaint unlocked/unsuspended so that i can access the products/games I have purchased from their store. I have spent a total of $656.95, this was $426.93 for the headset and $230.02 on games only for them to have rendered it useless due to account restrictions. One customer support specialist on a chat told me I could factory reset the headset (Oculus Quest 2) and start a new account but I would lose all of the games I purchased under my original account. They have a complex way of making things right and I have found it nearly impossible to satisfy their requirements to open my account. I am a father of 3 children all 13 years of age and older, we all used to use the device until the blocked my account citing age verification requirements with a driver's license. Please reinstate my account. Lastly, they have stated that if I open a new account they cannot transfer the games/products to the new account. This is why I insist they open my account or they can send me a refund for the $230.02 I have spent on my original account so that I can regain access to the products I have purchased. I do have emails receipts from three separate purchases I have made.

  Business response

  09/26/2024

  Using the information provided by the Customer, we were able to locate one of their active support cases with Meta Store Support - 07375923. As our Meta Store Support representatives were only made aware of the Customers situation on September 22, 2024, we would humbly ask for the Customer to continue to work with ******************** Support on support case - 07375923. We would also humbly as that the Customer refrain from creating any further support cases, as we can see that they have also contacted us multiple times using an alternate email address. Doing so will only further add to the delay of their resolution and may cause inadvertent miscommunication.

  Thank you.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Oculus Quest 2 in March of 2021. In this time the unit has been used about 9 times, this is not an exaggeration. We have other gaming systems so this one did not get much use. Mostly due to the poor battery life. Recently we decided to start using it more, and discovered that we can't because the controllers no longer pair with the system. I reached out to Meta Support for assistance and received a laundry list of trouble shooting tips to try. After spending time doing all of their suggestions with no luck, I reached back out to let them know. They responded with an option to purchase a refurbished unit or a brand new one. What a joke. Why would I spend more money on another piece of junk? They are selling defective units, offering a 1 year warranty, knowing that just after the warranty is up, the unit will fail. I feel like they are taking advantage of people and selling cheap defective equipment knowingly. We have a ******** Switch that has lasted 5 years and is still ticking. There should be a class action law suit filled against Meta for this.

  Business response

  09/23/2024

  Using the information provided by the Customer, we were able to locate their current and active support case with Meta Store Support. During the course of the support ticket, we have determined that the warranty for the customers Meta Quest 2 64GB expired on March 24th of 2022. Due to the Customers warranty having expired, we have provided the Customer with an option to purchase a refurbished unit at a reduced cost to the Customer.

  Customer response

  09/29/2024

   
  Complaint: 22322957
  
  I am rejecting this response because: As I have communicated to Meta SEVERAL times,  I am not interested in purchasing another defective unit. The one they sold me brand new was defective, so I'm uninterested in purchasing a refurbished one. They aren't even responding to my emails anymore. I've decided to take legal action. **** is knowingly selling defective equipment and offering a one year warranty because they are well aware it will stop working just after the warranty is up.
  
  Sincerely,
  
  **** ****

  Business response

  09/30/2024

  We would like to thank the customer for their valuable feedback, and we would like to assure the Customer that it will be sent to the appropriate channels. However, we cannot provide a replacement for a device that is 2 years past our Limited Warranty. We would like to thank the Customer for their kind understanding on this issue.

  Customer response

  10/02/2024

   
  Complaint: 22322957
  
  I am rejecting this response because: Meta is playing games. As you can see from the screen shots they have already offered to replace it. They requested information which you can also see was sent by looking at the screen shots. I've sent them the information they requested FOUR times. However, they do not respond. No worries. I've already contacted my lawyer and they have already sent a certified letter to their corporate office. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  09/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/13, I ordered a brand new 512GB Meta Quest 3 and the Elite ***************** On 8/16, I instead received two refurbished 128 GB Meta Quest 3 headsets. I contacted customer service that very day and provided the requested photographs and serial numbers of the incorrect items. It has now been over 30 days since I initially reported this issue to Meta. I have received no response and no action has been taken, despite my repeated attempts to get an update on 8/21, 8/27, and 9/9.As a customer, I am entitled to receive either the correct items or a refund when the company fails to fulfill its obligations. Meta's continued failure to resolve this issue is a violation of federal consumer protection laws (16 C.F.R. 435.2).I am seeking an immediate, unconditional refund of the total amount paid for my original order. I am also willing to return the incorrect items I received if Meta provides prepaid shipping labels.

  Business response

  09/15/2024

  Upon further review of the information provided by the customer, I discovered that they have an active support case (case #********) that has yet to receive a response. I have now reached out to our representatives about this and they are currently working on it to assist the customer with handling the incorrect order they received. They will soon receive an email from our support team to further handle their concern.

  Customer response

  09/19/2024

  Better Business Bureau:

  Customer service has reached out to me and corrected the issue. I have now received the correct merchandise.
  
  Sincerely,
  ***************************

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date: 04/05/2022 Price: $364.86 The reason for this complaint is Ive been dealing with this issue since March of this year. Because my sons account got suspended. Ive been back and forth with several different people at **** and you can only reach out to the through email. I have never talked to anyone by telephone which I have asked for them to call me. I have done what they ask me to do so many times and have been more than accommodating. They have said in these recent emails that at this point they are thinking of issuing a new Oculus. Which thats whats us needed to make this situation right. As the customer I have been doing what they have ask and it has gotten me nowhere no resolution. Everything thing is done by me which is not right its very frustrating and confusing when its different people asking me to keep doing all these different things that not clearly working for months. This is no way to treat a customer. No way this should have taken this long and not make this right. Sometimes it takes weeks for them to respond back to what I emailed them. Im a single mother thats disabled and its expensive and not easy to purchase this in the place. But I saved up to purchase this item for my sons birthday. And this is how I get treated as a customer. How would they feel if this happened to them. Some thing has to be done at this point.

  Business response

  09/15/2024

  Upon further review of the information provided by the customer, I discovered that they have an active support case currently being handled by one of our representatives. Additionally, I found that they are experiencing two separate issues that have been ongoing for a couple of months now. I have reached out to our representatives about this and they are now working on it to assist the customer in retrieving their account and resolving their headset issues. The customer should wait for another update from one of our representatives via email for the next steps

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RE: Meta Platforms Technologies, LLC ORDER#: *************** SERIAL #:************** ***: *************** ORDER DATE: 8/09/24 PURCHASE PRICE: $415.01 My sister ************************* purchased ***********-Ban Smart Glasses as a present to me.Upon opening, we discovered the lenses were not the color as described, and they were unresponsive when connected to the app. We were able to contact someone over the phone for tech support but since then, call support is no longer available. Since the glasses were a dud, we were told to start the process of a return via email support. My sister was sent the *** label and a hazardous warning label (for lithium battery), which she forwarded to me after she had returned home to **, but we were informed I would need a special return "kit", which consisted of a mailing box, labels, an inner box, and a plastic bag to place the glasses. We were also told, there were 2 tickets generated for the issue, and they would be merged into 1. There was also confusion about the email communication itself. I explained several times that since the glasses were a gift and now had the glasses, I would be dealing with the return. I had to ask several times for communication to be sent to me directly, instead of my sister, who forwarded me each email. ****, the customer support **** finally began to email me directly but gave me excuses for not sending the kit. He informed me that he had canceled the *** I was given and was having an "issue" creating a new one for me and that I would have to be patient. That was on Aug. 22. I AM STILL WAITING for the new *** label and return kit. I have since purchased these glasses from another company, so I have the return box but cannot send them without the proper *** label. The fine print of the return policy, states you only have 30 days to return the product. I am deliberately being kept waiting so my return won't be honored. Meta is trying to scam me and my sister out of $415.01!

  Business response

  09/12/2024

  We would like to thank the Customer for their extended patience while Meta Store Support worked to get them set up for a Return for Refund. Using the information the Customer provided, we can see that within their latest Meta Store Support Case (********) a Meta Store Support representative has set the customer up for a Return for Refund RMA as well as continuing the process of having a return box sent to the Customer.

  Customer response

  09/18/2024

   
  Complaint: 22272891
  
  I am rejecting this response because my issue has not been completely addressed. Although I finally did receive the return kit on 09/16, I had to wait nearly a month for it to arrive. Because of this, I am not confident that I will be refunded in a prompt manner after the glasses have been received by the business. I have received nothing but lies and unhelpful responses from Meta customer service representatives from day one and do not want to close this case until l actually receive my money. 
  I sent the glasses back on 09/16 (the same day I received the returned kit), in the EXACT condition I received them in, wrapped and packaged EXACTLY per meta's instructions, but feel this shady business will look for any excuse not to refund me. Please do not close my case until it is completely resolved.
  
  Sincerely,
  
  *****************************

  Business response

  09/18/2024

  Using the information provided by the Customer, we can see that the *** ******************** Support (***************) is processing normally and is due to arrive back at our warehouse by end of the business day, September 19, 2024. After the device is received and inspected by our warehouse, our system will issue a refund. The customer can expect to see the refund reflect back on to the payment method used between 5-7 business days, depending on the ******************* institution handles refunds.

  Thank you.

  Customer response

  09/19/2024

   
  Complaint: 22272891
  
  I am rejecting this response because:

  As I have stated in my previous response, it took them a month to send the return kit, and I had to jump through all kinds of hoops to get it. I do not trust this company will complete the return as they promise, in a timely fashion. I am asking you to please keep my case open until I actually receive the money. I do not want to have to file another case. Meta representatives have lied to me repeatedly. What they say they will do and what they actually do are two completely different things. We are talking about $415 here. That is a lot of money. I do not want to get scammed out of it by this crooked company.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Christmas of 2023 my son received an Oculus 2. Purchase at Target. The item has a 1 year manufacture warrenty. He used it until May of 2024. He then reported to us (parents) that the devices was not charging. We checked the device to double check. When doing so we noticed that the device was also becoming dangerously hot. We immediately stopped charging and contacted Meta customer service via their website on May 24, 24. May 27th Meta responded via email. We worked with them back and forth troubleshooting the issue from May 27-June 12. The final email they wrote stated they would be, "coordinating your case with our team to look into this further so we can look into other option or resolution for your concern."I followed up with Meta June 26 via email- no response July 12 via email- no response July 23 via customer service chat- response it is being looked at- no resolution Aug 19 via customer service chat- response it is being looked at we will escalate the issue Aug 25- meta contacts via email and recommends the same troubleshooting tips from May 27. I respond to their email providing the same information as before. No response back from Meta Aug 29 via customer service chat- response we will heighten the claim As of Sept 7- Meta has not made a resolution to a problem that was reported on May 24, 2024 (105 days ago)Box Serial Number **************

  Business response

  09/09/2024

  Hi, I apologize for any inconvenience the complainant may be experiencing. After investigating this matter, I have found that the complainant has an active customer support case **********. I have notified our team to review this case as soon as possible. To ensure efficient resolution, please advise the complainant to continue coordinating through this existing case and avoid creating new cases, which may cause confusion within our team. Thank you.
  
  

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business is using bait and switch tactics to generate sales. They have admitted to false advertising through their own forum. There is a referral program which they advertise heavily to drive sales.However, they arbitrarily group users into different categories with some being barred from using the program with no explanation and through no fault of the users.This significantly impacts these users monetarily by disallowing them from utilizing discounts and credits that other users are privileged to. There are no alternative benefits to this secondary group.

  Business response

  09/09/2024

  We would like to thank the Customer for their valuable feedback and would like to reassure the Customer that this feedback will be sent to the appropriate channels. When it comes to our Meta Quest Referral Program, there are guidelines and rules that do need to be adhered to in order to claim a successful referral. The following link will provide the Customer with answers regarding our Meta Quest Referral Program Terms of Service: **************************************************.

  Regarding the Customers request for more in-depth or detailed information pertaining to our Promotions and Sales, we would not be able to offer any details requested outside of our Meta Quest Store Promotional Offer Terms and Conditions, which can be found using the following link: ***************************************************.

  Customer response

  09/09/2024

   
  Complaint: 22257008
  
  I am rejecting this response because: This response from the business is worthless and generic which doesn't even address the specifics of the situation I described and attached proof of. 
  
  Sincerely,
  
  *****************

  Business response

  09/09/2024

  We thank the Customer for their continued feedback and it is being passed up to the appropriate departments. If the Customer was not referring to our Referral Program, which pertains to the referrals of hardware devices, such as the Meta Quest 3, we apologize for the miscommunication. If the Customer is referring to our Meta Quest App Referral Program, we would invite them to review the following link: ***********************************************.
  
  As it was stated in our previous response to the Customer, we would not be able to provide any further internal or otherwise proprietary information regarding this matter.

  Thank you.

  Business response

  09/10/2024

  As previously stated to the Customer, this feedback has been routed to the correct departments. We must reiterate that outside of the publicly available information we have previously provided, we will not be able to provide the Customer with Meta's internal processes and or proprietary information.

  Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩