ComplaintsforMeta Store
Additional Complaint Information
Meta Store came to BBB’s attention in June 2016. A review of complaints was completed in May 2024. Complaints on file state issues with servicing repairs.
BBB recommends users to review Troubleshoot headsets and accessories and Servicing or replacing your Meta Quest device. For more support options, please visit Meta Store support.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/25/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I contacted Oculus customer support via email in June 2021 in regards to my sons oculus not working. I explained in my email to them that while playing it just showed a blank screen. They asked for my information as well as the oculus product info. After providing me with some troubleshooting info, the oculus was still not working. The customer service agent advised me that they would research and get back to me. After waiting for 2 months, no one has responded to my concern. I have emailed multiple times since then with no response. I bought this oculus for my sons Christmas gift in 2020 and after 6 months, it has been used and there is no support from oculus for fixing it. I need someone to help me fix it or give me back my money. This is by far the worst customer service I have ever received from any company.Business response
05/10/2022
Were so sorry for the poor service ******* received from our team and our team takes full responsibility for not setting accurate time expectations. On December 6th 2021 ******* confirmed that their son's headset was functioning normally again and $50 of Oculus credit was applied to *******'s son's account as compensation for the delayed resolution.Initial Complaint
10/24/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I bought an Oculus Quest 2 and the controllers stopped working about four days after purchase. I immediately contacted Oculus to have them replace the controllers (which were still under warranty) and they've spent the last six weeks dragging the process out, telling me continuously they're "looking into it," but have yet to resolve and replace the controllers. The icing on the cake was when I sent the controllers back and they allegedly lost them. They have no phone number to call, the only means of contacting them is via email, and I've been waiting over two weeks since I last heard from them. I basically have spent $300 on a device I can't use and have no way of even returning the whole thing because the controllers I sent them they've lost. I've attached our email exchange and my receipt of purchase. All I want is them to replace the faulty controllers. That's it. Doesn't seem like an impossible task for a company worth a trillion dollars.Business response
05/10/2022
A member of the Meta Store Support supervisory team reached out to ****** personally in January ***************** resolving this issue. Traviss controllers were replaced and as additional compensation for the poor service ****** received, our team sent ****** a complimentary Quest 2 headset. As shared in our final email with ******, I am so sorry that this matter had to be escalated in order to be resolved. You should have received the best service from the very beginning and I acknowledge all the time and effort you've spent in order to be seen and supported. I am very glad that I was able to assist you and I hope you feel that this issue is finally resolved. If not, I'll remain available to help you.Initial Complaint
10/23/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Oculus would not cancel a fraudulent transaction in which my card was used. Oculus will not release details of the transaction even after proof of card ownership was shown. Oculus will not refund the fraudulent purchase.Business response
05/10/2022
On behalf of the entire Meta Store Support team, we sincerely apologize for not providing ****** with the best support after being contacted regarding this fraudulent transaction. On December 3rd 2021 a member of our team reached out via email: "First, I'd like to apologize for the delay in response. We have been experiencing higher than normal contact volume. We are truly sorry for any inconvenience this has caused you. Unfortunately, we weren't able to find the charges in question with the information provided. In order for us to investigate further, we actually can look up the transactions with the first 4 and last 4 digits of the card (Please do not send your entire card number). With that information, we'll be able to block the account to prevent further purchases." ****** quickly provided the requested information and our team responded with "Thank you very much for providing that information. With that I was able to find the transaction (Order ID *****************. This payment method and associated details are not blocked in our system from future use. I do see the charge was reversed and manually refunded by the financial institution..."Initial Complaint
10/23/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Feb 05, 2021 $329.67 Retail purchase from BestBuy website.My Rift headset is becoming more defective along with the controllers it comes with.The business refused to compensate the amount that I've spent on it.Order Number:BBY01-806420671587Business response
05/20/2022
The Meta Store support team has arranged for a replacement Rift S headset to be shipped to our customer. Our records dont confirm if the headset was shipped so weve recently emailed ****** to confirm their address and have the replacement order sent out (support ticket #*******). Unfortunately we have not received a response since our email was sent on May 11th 2022.Initial Complaint
10/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased Oculus head strap, battery, and carrying case on August 25, 2021 (Order #****************). Shipping/Delivery #1Z7W582V0354424774 as of today, October 20, 2021, still shows with *** in ***********, ** as "On the Way" with a date of August 27, 2021. I have contacted Oculus chat five times (ticket numbers *******, *******, *******, *******, and *******) and have been told the same thing each time which is "I see our specialists are investigating and will contact you by email soon". What I do know is that Oculus has my $139.00 which was pulled from my ***** Fargo Account on August 27,2021 but I have no product and seem to only be ignore with the thought of "he will eventually go away". Shame on ******************************** It is hard to want to continue to purchase additional items from crooks.......Thank you!Business response
05/10/2022
Were so disappointed to see that Davids order wasnt delivered as expected and their refund was so delayed. We have now processed a full refund for Davids order in the form of a MasterCard physical gift card as requested. Our records show that this refund was redeemed on April 7th 2022. We are so sorry for the poor service ***** received and cannot apologize enough for the inconvenience.
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Customer Complaints Summary
496 total complaints in the last 3 years.
153 complaints closed in the last 12 months.