Complaints

This profile includes complaints for Meta Store's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Meta Store

  1 Hacker Way Menlo Park, CA 94025-1456

• 

  Facebook Reality Labs

  4420 Bayard St Ste 100 Oakland, PA 15213-1530

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  Facebook Reality Labs

  131 15th St Pittsburgh, PA 15222-4265

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  Facebook Reality Labs

  4720 Forbes Ave Oakland, PA 15213-3701

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  Meta Store

  19800 MacArthur Blvd #450 Irvine, CA 92612

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2025, I purchased a Meta Quest 3 through the Meta Store (using Affirm), which included a 2-year Quest+ subscription. However, the device I received had a different serial number than the one listed in my order confirmation. Because of this mismatch, I was unable to activate the subscription.I contacted support and was advised to start a free trial, with the assurance that my 2-year subscription would activate afterward. It never did. In fact, I was charged $7.99 after the trial ended, though this charge was later refunded.After three support interactions including one via WhatsApp I was told the subscription had been applied to another device, which is impossible. This Quest 3 was brand new and shipped directly to me.The issue has been escalated, but no resolution has been provided. I would like either: The 2-year Quest+ subscription I paid for to be applied to my device OR A full refund for the subscription portion of my purchase (approximately $200)I am attaching screenshots and chat transcripts for reference.

  Business Response

  Date: 05/08/2025

  We were able to locate the customer's case, and requested the ticket get escalated to be handled by another team. Due to the nature of the bundle that they ordered, we are unable to just refund the Meta Horizon+ (formerly Meta Quest+), so another solution will need to be presented. They should make sure to work with the agent who will be handling their case going forward.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23298721
  
  I received an email from **** with their proposed solution and I replied to them. The email thread is attached.
  
  Asking me to return my device for a full refund and then reorder the product is not how you resolve a problem made on Meta's end. I just want the 2 year subscription that I in good faith paid for applied to the device I was sent. The fact that some stranger received the two-year subscription that I paid for is not my problem either.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 05/09/2025

  At this point, the customer needs to work with the agent who is handling their case, and that agent will explore all available options to resolve the customers complaint and ensure they get what they paid for. The case is active and on-going.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23298721
  
  I am rejecting this response because:

  I am continuing to work with the specialist at **** to reach a resolution and appreciate their recent efforts. However, since the subscription and warranty have not yet been applied to my account, I do not consider this matter resolved.
  
  At this time, I do not need the BBB to take further action, but I would prefer to keep the case open so I can continue to document progress. I will update and close the complaint once the issue is fully resolved.

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

• Initial Complaint

  Date:04/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was falsely charged 4 times for $15.00 each at 1:31- 1:33 pm EST today

  Business Response

  Date: 04/25/2025

  Hi BBB Team! 

  On behalf of the Meta Quest Store Support team, I understand that customer's reporting about four unauthorized charges that took place using their Cash Card App. Upon checking their attached screenshots, it appears that these charges are from Meta Pay and customer don't have any Meta Horizon accounts or device. It's worth noting that ******** is a rebranded version of ******** Pay and is used across various Meta platforms and not specifically tied to Meta Quest, which is a separate product line focused on virtual reality. 

  We're unable to refund these charges. Kindly redirect customer Meta Pay Customer Support: ******************************************************************************** or *********************************************

  Thanks Team! 

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So, I recently try to make a purchase from my Meta Quest 3s. I and I received and error message saying the payment wasn't accepted due to there being suspicious activity on my account. I contacted support multiple times and it's still been unresolved. This has been going on for approximately 4 days as of writing this.

  Business Response

  Date: 04/12/2025

  Hi BBB Team, 

  Greetings from Meta Store Support! 

  It appears that the customer is trying to make a purchase on their account but has encountered an error message. We understand the importance of being able to make purchases in our Meta Store. We appreciate the customer providing a screenshot of the error message received, along with the necessary authentication, which will help us review their concern further.

  We have noted that the customer has recently reached out to us and opened several tickets. Please inform them that we are still diligently reviewing this issue with our team. To ensure prompt assistance, kindly request that they contact us through their most active and recent ticket. We will be happy to assist them as soon as we can. 

  Thanks you! 

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See attachment

  Business Response

  Date: 04/11/2025

  Hi Team! 

  We're able to understand that customer's having issues pairing their glasses to their device. We know how this is important and we appreciate customer for doing troubleshooting steps on their end. However, it appears to me that customer's using a Motorela Edge 2022 as their device. See, ******** Edge 2022 may not be fully compatible with ******* Meta smart glasses. There have been users experiencing connectivity issues with ******** devices, particularly with audio features and Bluetooth pairing. Kindly inform customer about devices that are compatible with ******* Meta glasses. 

  We apologize for the inconvenience this has caused to our customer, really and truly. At the same time, we'd like to properly inform customer that we only offer refund for glasses that are directly purchased through Meta Store. I took note that customer purchased theirs from Bass Pro Shop (BPS) in **************** but upon checking, it's not one of our authorized retailers unfortunately, so any return requests, customer should be redirected back to the ********************** they bought it from. 

  However, I have the impression that customer don't like to go through the process of returns but rather a fix for their glasses, so while customer's experiencing compatibility limitations, let's at least walk customer through in factory resetting their glasses and attempt to pair them again. If possible, try pairing the glasses with a different supported device to see if the issue still persists. 

  Thanks Team! 

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23186736
  
  I am rejecting this response because:

  It seems from the response, that even though the glasses are advertised as working with Android/******** the respondent seems to be putting the blame on me. The phone was purchased directly from the ******* store in Feb/March 2024. I am not asking for a refund or to replace the glasses again. I want the glasses to function as advertised.

  My son and I went to a ******* game tonight and the guy in front of me was wearing a pair of Meta Ray-Bans. I asked him how he liked them and he said he absolutely loves them. I told him I was not able to get my glasses to sync with my phone for calls. He told me he had the same issues and took it to some eye glass store (I forget the name of the store) and that knowledgeable person was able to easily fix his issue. He also said his wife had the same issue with her glasses and the same eye glass store fixed hers as well. This tells me **** has not trained their staff well enough and do not care enough about their customers to pick up the phone to get this issue resolved.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/14/2025

  Hi Team! 

  On behalf of Meta Store Support team, we're sorry to hear that customer had the impression that we don't care enough about their issue. We do care and hope nothing else but for customer to enjoy their glasses as much as we do and we understand that customer's not in any way looking for return options.

   However, ******* glasses are not universally compatible with all Android devices, including some ******** models. Smart glasses are known to be incompatible with lower-end Android devices, which may lack support for certain features used by the glasses such as calls. The official compatibility list includes devices from brands like ******* (********** and above & with location services enabled), ****** Pixel, and iPhone (running iOS 14.4 and above). We'll take note of this and get in touch with ******* to look for possible expansions of compatible devices, so that it would be available for everyone's use. 

  To look for the best possible solution, we recommend customer to try another device that's currently compatible with ******* Meta glasses. Here's the link's URL for their reference: **************************************************

  Moreover, if they need help with setting it up and encountered the same issue, please feel free to reach out to either Meta/***-Ban Support team and we'd be more than happy to assist them all throughout, so that they can use their glasses to their heart's content. 

  Thanks! 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23186736
  
  I am rejecting this response because:

  Does meta even read the complaint? THIS IS MY 12TH TIME reaching out to try to get meta or ray ban to contact me directly. I have tried to contact both parties to no avail. That is the reason for filing the complaint because YOU WONT CALL ME BACK! I want the glasses to work as advertised! If they dont work with certain phones, it should be on the box and in disclaimers. This is a crappy way to treat people. It seems the only resolution is to return the glasses to the place I bought them and get my money back. 
  
  Sincerely,
  
  **** *******

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

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Meta Quest 2 VR headset in Nov 2023. There was never any problem until a couple of moths ago when for no apparent reason it was unable to connect to the internet. Without internet it is unusable. Especially after the recommended factory reset. There has been multiple attempts to get Meta to resolve the issue to no avail. They keep passing the problem from one CSR to another. Now they have stopped all communication. This was an expensive electronic device and right now it is a paper weight.

  Business Response

  Date: 04/15/2025

  Hi Team! 

  On behalf of Meta Store Support Team, we're sorry to hear that you're having network connectivity issues with your headset. I know the importance of connection to use and play VR to your heart's content. Your willingness in performing troubleshooting steps with us is valued and appreciated. We do apologize if you kept hearing from different agents. However, it seems that case is still active and we have sent you a follow-up with regards in looking for warranty options. Rest assured that we're actively working with the case and we'll help look for the best possible solution. We'd appreciate if you could check your active case to continue the conversation and hopefully resolve the case the soonest.

  Thanks Team! 

   

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23186443
  
  I am rejecting this response because: Meta is still doing nothing as far as getting us connected. Their suggestion is to buy a refurbished or used headset for 1/2 of what we paid new. There is no guarantee that the refurb will connect to the internet. If we can't trust them with our current headset how can we trust them with another one? If we could actually speak to a human that might reassure us of a solution it might be easier to believe them . Right now all we have are several email chains that I would love to upload if it were possible. We have done everything that **** has suggested and it has gotten us nowhere. How can we trust them? 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 04/26/2025

  Hi BBB Team!

  On behalf of the Meta Store Support team, were so sorry to hear that customer's having connectivity issues with your headset. I understand the importance of this matter. However, our record shows that our customer's headset was shipped out last February last year, 2024 and no longer has warranty coverage tied to it ending February, this year. 

  We appreciate the customer's cooperation in performing troubleshooting steps and willingness to provide the requested details. However, since all troubleshooting steps were exhausted and the issue still persists, and given that they contacted us a month after their warranty ended, it's only right that we offer other replacement options, such as a refurbished replacement. 

  To help customer get back to VR, our team offered customer the opportunity to purchased a refurbished replacement through the Meta Out of Warranty program and we've also informed customer that our refurbished replacements go through a rigorous quality assurance process and that they're sanitized and tested to ensure that they're in working order. In fact, many of our refurbished devices are actually indistinguishable from new ones. However, they it seems that they did not responded resulting to the case being closed. 

  Given that device no longer has limited warranty coverage, we're unable to proceed with free replacements but rather offer our refurbished replacement. Thanks for understanding team! 

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up a META account for my son (age 11) Quest 2 Oculus VR headset. I set up a store PIN to prevent unauthorized purchases (learned the hard way previously). Despite this PIN in place, my son managed to charge over $300 in ingame currency (for multiple games). It never prompted him to enter a PIN (he doesn't know it). But he managed to charge my credit card 21 times in two weeks. When I discovered this, I immediately checked my META account and the PIN was still in place. I removed the credit card entirely from the account and opened a ticket with **** support. Made it through the first round of AI "help" to more what I'm assuming is more AI help and can't get through their canned responses. They suggested a chargeback on the card. But why should the bank pay for what is clearly their issue with store PIN not working as intended (or at all in this case). The last straw was when I asked for a phone number to talk to an actual person. They said "we can't make or receive calls at this time". I can provide receipts for "purchases" and in one email response they apologize for the "unauthorized purchase despite having a store PIN in place". I'm sure they have records of all our interactions, but would be happy to supply my own if that is helpful.

  Business Response

  Date: 04/08/2025

  Hi Team!

  After carefully reviewing the case, it appears that customer's reporting unauthorized charges that took place using their card that was carried out by their child. I'd like to take note that setting up a Meta Quest PIN is a feature only designed for base games and not in-app purchases as these contents are purchased from the game within, so it's only right that the contents in question will go through. At the same time, the creation or use of a standard Meta account by a child under the age of 13 is in violation of the Meta Terms of Service and could result in the permanent deletion of the account. As customer confirmed that their child is 11 years old, they should be in a Parent-Managed Account set-up and it functions in a way that a parental approval is required for every desired game by the child including base games and in-apps. 

  In addition to that, the account was originally created for the parent with their *** and then modified the account's name into their child's name without the *** being modified anymore. Meaning, the current account owner is the child. The charge that took place on the account amounts $363.81 and this amount does not include the three contents they were able to refund from their end as they were base games and as long as you're within the eligibility requirement to return a game, you'd be able to. However, as most of these contents are consumable contents, we're unable to provide refunds for these in-apps referencing our Meta Quest Content Refund Policy under What Kind of Digital Content Is Not Eligible for Refunds? section. 

  As I glance through the case, the customer confirmed that they initiated a refund for the base game associated with these in-app purchases. This game is one of the three contents they were able to refund among all the listed contents. Now, they're expressing sentiments that they lost an amount of in-game currency for a game they no longer have. I'd like to ensure that the customer is aware that once a game has been refunded, we can no longer reinstate it. 

  I understand how frustrating this can be for the customer, considering the significant amount involved. However, we are denying this refund request as our final resolution. It is essential that the customer is informed about the importance of their child having the right Meta account for their age to use Meta Quest.

  Thanks! 

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to Meta quest support regarding a faulty charging dock. They initially provided me ways to see if it could be fixed by putting paper in the remote control, I informed them that was not a valid solution to a faulty device. I returned the device to them and it was delivered, after review by them the faulty device was ordered to be replaced with a new docking station on March 14. There have been multiple attempts to follow up and request where my new device is and no one from the company can answer my question. I get run around emails from different customer service workers. I ask for a manager I am not redirected to one. I asked for my money returned for my device since they have not shipped the replacement and can not tell me why my replacement device has not shipped. The order says processing and they keep saying they are looking into it. This whole process is frustrating and I informed the last customer service representative I was filing a complaint with the BBB. I just want my replacement device and if they can not ship it I want my money refunded.

  Business Response

  Date: 04/08/2025

  Hi, I apologize for any inconvenience the complainant may have experienced. We're investigating their replacement Meta Quest 3 Charging Dock and be in touch with an update or solution as soon as possible. Please advise the complainant to check their email spam and junk folders for our message and updates. To avoid confusion and ensure efficient communication, please advise the complainant to reply to or wait for updates on the existing case rather than creating a new one. Thank you!

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23173929
  
  I am rejecting this response because: they have said the same thing to me in their emails, that they are investigating why the dock has not shipped and I have had no answer. I get run around emails that they are looking into it and I never get an answer of why it hasnt shipped. Thats why I filed a complaint. Its been weeks of we are looking into it and will reach out.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/11/2025

  Please inform the complainant that we understand the importance of receiving the replacement orders in a timely manner. We are doing our best to deliver them as soon as possible. The aforementioned case has been forwarded to our logistics team for further investigation before providing a resolution. Rest assured, they will update the complainant as soon as more information is available.
  
  In the meantime, we kindly ask for their extended patience and understanding while awaiting an update on the case.
  
  To avoid confusion and ensure efficient communication, please advise the complainant to reply to or wait for updates on the existing case rather than creating a new one.
  
  Thank you!
  
  

  Customer Answer

  Date: 04/14/2025

  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.
  The item has been shipped thank you for helping me resolve my issue.
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Son Dilan has a Meta quest VR headset. When he turned 13 the account for meta was locked which was 2/27/2025. Since then I've contacted **** support on chat at leats 8-10 times, and have dozens of emails where they provide no solution. I've submitted print screens and proof my child is 13, and they refuse to unlock the account even after sending them the birth certificate. The option from the web doesn't allow me to continue. I think it's a problem with their software. I've tried everything, but it's 9 weeks now and all the support technicians do is assign it to another tech, send the same instructions that I've explained over and over again don't function as expected, and no one will help. THis was an expensive VR quest meta 2 headset with many purchases for software that is all inaccessible now. I feel like this is theft with no ability to get the issue escalated to a manager. There is no phone number to call. Chat support says it's with the team who can help, and the team sends the same email over and over again, until they transfer it to someone else who continues the run around. I don't know what else to do rather than submit a complaint.

  Business Response

  Date: 04/05/2025

  Hi, I would like to start by apologizing for any inconvenience the complainant may have experienced. After reviewing the provided details, I see that the complainant has an active customer support case (#********* regarding their concern about their son's Meta account, which has been locked.

  We would like to inform the complainant that they need to verify their son's account and prove that he is old enough to use the Meta account in order to access and reactivate it. Please instruct the complainant to utilize the appeal link provided in their notification email or available at *************. This will allow them to submit their ID, verify their age, and secure their account. If the complainant encounters any issues while using the link, please inform them that they need to provide a screenshot or screen recording of the exact error message or issue they are experiencing after submission and attach it to the active support case they have with us. Please also inform the complainant that they need to respond to the email our team will send to them.

  To avoid confusion and ensure efficient communication, please advise the complainant to reply to or wait for updates on the existing case rather than creating a new one.

  Thank you!
  

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23163057
  
  I am rejecting this response because:
  This support request has been going on for 9 weeks starting 3/26/2025. I've attached most of the email coorespondence showing I've tried the methods proposed. The account was locked for proof of age. It only allows me to select age ***** or 18 or older as a parent account. Both options end up with denying me either option since my son Dilan is 13. I've sent them in chat all screenshots explaining this, along with responding to many emails to countless support personel who keep passing it to another, who then provide the same boilerplate response. They refuse to actually answer and engage to solve the issue, they refuse to accept my submission of the birth certificate via email. That birth certificate is acceptable according to their own documentation and policy. They refuse to get a manager to assist. They refuse to attempt to help, escalate this to someone who can, repeat the same message over and over.

  Your help is much appreciated! We have spent a lot of money, and applicatoins along with the device we purchased is tied to this account that we cannot log into. 

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

  Business Response

  Date: 04/07/2025

  Hello! We would like to apologize to the complainant for the back-and-forth conversation they had with our customer support team. We would like to reiterate that in order to verify the account, the complainant will need to upload a supported ID of their son through the link we provided. This will help the system to verify and reinstate the account. Additionally, we have noticed that our support team has already sent a follow-up email to the complainant regarding additional steps.
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23163057
  
  I am rejecting this response because:

  Purchases that are not usable due to locked account, and support refusing to unlock even though Ive provided Birth Certificate meeting their policy. Ive explainced to them, and they continue to provide no solution to the inability to use their appeal process to upload the Birth certificate via the website because there is no option for age 13, even though support themselves say its supposed to be an option. Ive tried that process in every way possible and its not possible. It blocks me from continuing. 3 PCs,multiple different browsers dont matter.
  This started on or a day before his 13th birthday. We had that account for years working fine. Ive had at least 8 support people via email send me the same email response repeatedly. They refuse to escalate to a manager, and refuse to accept the Birth Certificate sent via email and unlock the account.
  At this point Im in suspicion there is some other reason. I suspect since they have control of the account, and viewed details, there might be some bias, racial, gender discrimination or something. I ask for an investigation, and if not releasing control over the account which money was spent, along with the device that was purchased, that monetary compensation be returned to me.
  Attached are copies of the device and purchases made and locked on that account that I have proof of purchase for totaling  $589.13:

  I would like to add that I would be happy to talk to the media or anyone who will help. Either this is a problem for many, or I'm just targeted for malicious reasons. Please investigate

  Much appreciated
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 16 2025 my son was playing a game called Gorilla Tag on my VR Headset. He made multiple in app purchases totaling $253.43. I did not allow my son to make these purchases. I reached out to the Meta store after I learned of these purchases made and explained to them that these were not authorized by me and kindly requested a refund. After 18 emails with 18 different agents, no one wanted to help me. I expressed the extreme financial burden this placed on me and my family and was only met with a link to read the policy. I really need the money back and cannot afford to lose it.

  Business Response

  Date: 04/02/2025

  We were able to locate the customers original complaint, and have provided the details to an agent who has reached out to the user regarding their request for a refund. They should work with that agent to ensure of speedy resolution.

  Customer Answer

  Date: 04/02/2025

  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

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of purchase: 9-28-2024 Date of return: 11-24-2024 Item: Meta Quest 3 512 GB + 2year warranty Priced at $649.99 Affirm Total: $587.10 I purchased a Meta Quest 3 (512gb) on 9-28-24 using Affirms credit. Within a month of receiving the device I discovered faults in the hardware. It would lose tracking and not pair with its accessories. I immediately contacted **** customer support and it took a month for Metas support to issue a full refund for my purchase. By the time I was issued a refund, I made a payment of $55.74 to Affirm. After returning the product to ****, Affirm continued to charge me additional money $36.26 and held my first payment of $55.74. I contested the charges with ****** and they refused to offer the refund per ****. I was promised a full refund and the device was in the same condition as I received it. Along with this purchase I made several other purchases complimentary to the Quest. Without the device those items are now useless. Im hoping BBB can help me discover the North Carolinas registered address for **** or assist me with recovering my losses after doing business with **** and Affirm.

  Business Response

  Date: 04/01/2025

  Hi Team! 

  Firstly, I would like to apologize for any delays and inconvenience caused to the customer.

  Upon reviewing the information provided by the customer, I was able to find a previous customer service case that was opened for their refund request due to an issue with their device. I confirmed that two components were successfully refunded: specifically, the Quest 3 headset (512 GB) and the D-Link VR Air Bridge. I understand that the customer expressed concerns regarding continuous charges from Affirm and mentioned other items they had purchased but found useless since they no longer have their device.

  Since the device in question has already been refunded on our end, we recommend that the customer reach out to ******************** for assistance. Here's the link: ******************************************

  Regarding the other several charges mentioned, could you please provide a list of items or order details so we can investigate further? For example, we would need the Meta Horizon email address, username, full name, or order number.

   

  Thanks! 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23141354
  
  I am rejecting this response because:
  

  I was not given my full return as mentioned. Ive made attempts through **** and Affirm to resolve this issue and continue to be bounced around between the two companies.
  

  **** has refused to respond to my request for their representing legal address here in **************. Further avoiding this issue. I seem to have no other choice but to seek legal mediation for compensation. 

  Sincerely,
  
  *** *****