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

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  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:07/11/2025

  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.

  Business Name: ******************** (Meta Store)Purchase Date: 06/17/2025 Product Delivered: 06/23/2025 Amount Paid: $399.20 Payment Method: Credit ********* ?Complaint Description:I ordered a pair of Meta smart glasses from the Meta Store on June 17, 2025, for $399.20. The glasses were delivered on June 23, 2025. Upon attempting to use them, I found that the device was defectivethe glasses would not pair or function properly, despite troubleshooting.I submitted a return and refund request on June 24 via Metas official support channel. I was told my request had been forwarded to another department and that I would be contacted shortly.Since June 26, I have received only vague, repetitive responses from multiple representatives. Each one tells me the ticket remains open and that my refund is under investigation, with no actual progress, return instructions, or resolution.The most recent response was received today (July 10) at 10:55 AM, stating again that the request is still under review. No one has provided a ticket number, refund timeline, or return authorization.This has been an extremely frustrating and unprofessional experience. I believe Meta is stalling the process in hopes that the return window will expire. I submitted my request well within the eligible timeframe and should not be penalized for Metas internal delays and lack of action.

  Business Response

  Date: 07/12/2025

  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 had an active customer support case (#********* regarding their concern about their refund, which has not had an update.
  
  We understand the importance of receiving refunds in a timely manner, especially during this time. However, there are unforeseen circumstances beyond our control that may cause delays. The aforementioned case has been forwarded to our dedicated team for investigation. As a result, our team requires additional investigation before providing a resolution. Rest assured, we 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!

• Initial Complaint

  Date:07/11/2025

  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.

  I never received my package from ****. The transaction took place on Jun 28th, 2025, and I paid $1,104.98 for 2 Meta Quest 3 512GB. Meta was supposed to deliver these to my address, but to my surprise, they never arrived. I have contacted them multiple times through different methods of communication, but I keep getting nowhere. They have not called me back or followed up properly. I am tired of being ignored and having to chase them for answers. I am seeking a refund because I paid for a product that I never received. This has been a complete waste of time and money, and Im beyond fed up with how this has been handled..

  Business Response

  Date: 07/12/2025

  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 had an active customer support case (#********* regarding their concern about their order, which has not had a tracking update.
  
  We understand the importance of receiving orders in a timely manner, especially during this time. However, there are unforeseen circumstances beyond our control that may cause delays. The aforementioned case has been forwarded to our dedicated team for investigation. They discovered that the order still with the courier.
  
  As a result, our team requires further investigation before providing a resolution. Rest assured, we 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!

• Initial Complaint

  Date:07/11/2025

  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.

  I purchased a pair of prescription ******* Meta AI glasses directly from **** on May *******. On May, 31 I was informed my purchase was being manufactured. After 2 weeks with no updates I reached out to **** customer service to inquire about my purchases status. I was told my item was lost and I would need to cancel my order, then to re-order my desired glasses. I said no, please refund me. Instead Meta next day aired me the wrong glasses. Leaving me to go through a semi-involved process to return the item sent in error. After jumping through their hoops and getting confirmation my return was received on June, 27, I was informed my refund of $529 dollars would be processed back into my account within 5-7 business days. Well it has been 2 weeks to the date and no refund has been deposited back into my account. Again I reached back out to **** who requested I send the original order number, my receipt number, date of purchase and full name to assist me in correcting the issue. I complied only to have them persist in requesting more information. They have everything pertinent needed to fix this and yet continue to delay and aggravate.

  Business Response

  Date: 07/12/2025

  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 had an active customer support case (#********* regarding their concern about their refund, which has not had an update.

  We understand the importance of receiving refunds in a timely manner, especially during this time. However, there are unforeseen circumstances beyond our control that may cause delays. The aforementioned order has been forwarded to our dedicated team for investigation. They discovered that the complainant had previously filed a chargeback with their bank.

  As a result, our team will not be able to process the refund until this chargeback has been reversed. Please advise the complainant to coordinate with their bank regarding this matter.

  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: 07/12/2025

   
  Complaint: 23588310
  
  I am rejecting this response because:

  After numerous attempts to rectify the matter over the course of months, I am past wasting more time with them. Where does one draw the line? I literally told multiple representatives that I wanted to cancel and take a refund after they told me my only recourse, after they misplaced my order, was to cancel and reorder. Instead they proceeded to next day air me the wrong item and force me into a return process that required more of my time. I complied and did everything they said, and have complied further with no reconciliation. So of course I escalated to contesting the charge with my bank. I do not have what I paid for, nor have they returned my money. I have consulted my bank and they advised me to not revoke my contest until Meta returns my money. I am only covering my own bottom line. 
  I have never experienced such a chronically sloppy interaction with a retailer. At this point Im putting my foot down. They have done nothing but kick the can further and further down the road. Ive given them their false product back as well as all the information they need to confirm I have not gotten my money back. Until it is returned I will do the only thing I can to protect myself and not revoke my dispute of the charges. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/14/2025

  We apologize for the inconvenience this has caused the complainant. Since the complainant has confirmed that they will not revoke their dispute with the bank, please inform them that because a chargeback has been filed, any refund initiated by us will not be completed on our end.

  However, the complainant has two options on our end:
  1. To receive the refund directly from us: They will need to cancel the chargeback with their financial institution (bank). Once the chargeback is officially cancelled, please notify us, and we will then be able to process their refund.
  2. To proceed with the chargeback: If they prefer their bank to handle this, they will need to continue working with them to resolve the matter. In this case, we will not be able to issue a separate refund.

  Thank you!
  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23588310
  
  I am rejecting this response because: META is in error, my experience in doing business with **** has honestly felt like a bad dream. The lack of professionalism and level of ineptitude META has displayed has for lack of a better phrase, decreased my faith in humanity, greatly. All I want to do now is tell everyone I know how bizarrely awful my experience with META has been. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/09/2025

  Type:Delivery 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 ordered a limited edition Meta Quest 3s Xbox edition on 06/24/2025 for ******. It had free 2 day shipping through *** so the item was originally supposed to arrive on 06/27/2025. The item was since delayed and after a few days I did not receive an update. I contacted *** in order to get more information about the delay and after some back and forth I had submitted a claim for a lost item. I then contacted **** to receive some information and received no assistance other than to open a ticket that still does not have a resolution. I had informed them that *** had reached out to them in order to get the serial number of the item that was missing and they were unable to get ahold of them, fortunately I was able to get them that information in which case they continue their search for the package and concluded it was lost. I informed **** of this and the reply was to offer me a refund. I responded by requesting a replacement unit since it was a limited edition, I wanted an opportunity to receive the product but have not gotten a response nor any kind of resolution to the lost package. Ive been attempting to contact **** consistently and am continuously told that it is being investigated. *** has informed me that they are reaching out to **** again in order to resolve this issue and I fear that they are having issues getting in contact with them.

  Business Response

  Date: 07/10/2025

  Hi Team, 

  On behalf of the Meta Store Support team, were so sorry to hear that your Quest 3S Xbox Edition has not been delivered in the expected time frame. We understand how this is a limited edition and how you wanted an opportunity to receive the order, so we apologize for the inconvenience this has caused. 

  Our records show that the tracking has not been updated with any movements, and as previously mentioned during our customer support case, we were in the process of investigating your order, which can take some time to conclude. However, it has now been confirmed that the order was indeed lost during transit. We understand that this is not the answer you were hoping for, but we also hope for your kind understanding that, unfortunately, we are no longer able to retrieve the missing package.

  To prevent additional delays, we have coordinated with our logistics team and come up with a resolution to refund your order instead. We will be communicating with you through your active customer support case, so we highly suggest that you respond to the email we will be sending to your email, ********************************.

  Your extended patience and kind understanding with this matter is valued and appreciated, really and truly! 

  Thanks Team! 

• Initial Complaint

  Date:07/07/2025

  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.

  Subject: Urgent: Non-Functional Oculus Quest Despite Purchase and Lack of Support Dear Oculus Support Team,I am writing to express my deep disappointment and frustration regarding my Oculus Quest, which I purchased for $500. Despite my efforts to troubleshoot, my device now refuses to turn on, rendering it completely unusable. What is most upsetting is the response I received, implying that I should accept a refurbished unit or that I am simply out of luck. This is unacceptable, especially considering I have invested a significant amount of money in a product that was working initially, and I believe the issue is related to software updates or hardware failure that should be covered under warranty or support.I strongly feel that as a customer, I should not be left with a non-functional device simply because of software changes or an inability to afford a replacement. I purchased this device expecting reliable performance, and I am now left with a paperweight, which is extremely disappointing.I request that you address this issue promptly and provide a suitable solution, whether that be a repair, replacement, or an alternative that respects my investment and customer rights.Thank you for your attention to this matter. I look forward to your swift response.Sincerely,****** **** ***************** ********************

  Business Response

  Date: 07/08/2025

  We were able to locate the customers ticket, and based off the information provided in the ticket the customers device is an ********************** Quest device, which stopped being sold in 2020, with theirs having been purchased in the year 2019. This would mean the device has been out of warranty for at least 4 years, even if they bought it the last day the device was sold, but has most likely been outside of warranty for at least 5.
  
  As they would no longer be covered under the warranty, we would be unable to offer a replacement within warranty. The customer had mentioned they purchased an extended warranty from the retailer, and as such they were directed to work with the retailer, but admitted that they were outside of the warranty period from the retailer as well.
  
  While we might wish otherwise, in this instance, we don't have an option for this customer as the device is well outside of the warranty period.

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23567779
  
  I am rejecting this response because:
  I should be offered some way to fixing it. I can pay for the repair. I need to be able to get something off then if I bought another item similar. I am on a fixed income and don't make much money. Thank you 
  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/11/2025

  We do not offer repair services, even for users within warranty. Those who are within warranty, are provided with replacement devices if something is determined to need one.
  
  Those outside of warranty, may have options with newer devices, but these programs started long after the Oculus Quest came out, and do not include this particular device as it has not been manufactured for nearly 5 years,
  
  In this instance, the only suggestion we can make for the customer would be to look into purchasing another device. If they don't want to buy a brand new device at the current price, we do regularly have sales which will reduce the costs, and they may even have an option of purchasing refurbished units from our website for a further reduced cost.

• Initial Complaint

  Date:07/06/2025

  Type:Order 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 3 on January 18th from ******. After less than a month of having it, the left controller stopped working. I reach out via the chat option and they asked me to go through some troubleshooting options and asked for the identification number on the controller (2L0YMB1GB9047Y) and said it is under warranty and I would need to send it to them, and they would send a replacement. I sent my controller to the address given and on June 19th at 1:15pm, I received an email from **** saying the controller I shipped to them had been received and accepted: "Your Meta Store product return (2L0YMB1GB9047Y) has been reviewed and accepted. Your replacement is currently processing and a tracking number will be emailed to you once it ships. Please allow 5 to 7 business days for processing. Thank you, The Meta Store support team." Two weeks went by without getting an email with tracking information so I reached out via chat. They said they created a ticket (#********) for a "specialized team" to look into it. Its been over a week since that correspondence, and I still have not heard anything. I went on the chat again, and they are saying they cannot help me. At this point, I sent my controller in, and never received a replacement. That is fraudulent and illegal activity.

  Business Response

  Date: 07/07/2025

  Hi, we would like to start by apologizing for any inconvenience the complainant may have experienced. After reviewing the provided details, we can see that the complainant has an active customer support case (#********* regarding their concern about their replacement order, which has not had a tracking update. Please inform the complainant that we understand the inconvenience the issue has caused them.
  
  We understand the importance of receiving orders in a timely manner, especially during this time. We are doing our best to deliver them as soon as possible. However, there are unforeseen circumstances beyond our control that may cause delays.
  
  The aforementioned case has been forwarded to our dedicated team for investigation. Our team requires 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!

• Initial Complaint

  Date:07/05/2025

  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 6/10/2025, a Meta Quest 3 was ordered from the Meta Store. The product, supposedly shipped, 6/10, but returned to sender 6/11/2025, stating the product could not be delivered. I allowed ample time for a refund, but as of today, 7/5/2025, no refund has been issued. In a series of 21 emails, they state they will not issue a refund until the product is received at their location. How can I return a product I never received, and have no control on actions by the delivery company of their choice? They will not refund the amount to my credit card. A dispute has been filed with the credit card *************************************************** A different name is on every email sent to me.

  Business Response

  Date: 07/06/2025

  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 previously had an active customer support case (#********* regarding their concern about their order, which has not had a tracking update.

  We understand the importance of receiving orders in a timely manner, especially during this time. However, there are unforeseen circumstances beyond our control that may cause delays. The aforementioned case has been forwarded to our dedicated team for investigation. They discovered that the device was still not received at our warehouse.

  As a result, our team requires further investigation before providing a resolution. Please be advised that we have created a new support case under case number ********. Rest assured, we 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: 07/06/2025

   
  Complaint: 23559738
  
  I am rejecting this response because:  This is the same line I have been fed that caused me to file the complaint.  I have zero control over their package or ability to get it back.  But they continue to hold my payment hostage because of their inability to cope with what happened.  I have no responsibility for how they sent it or tried to get it back.  They should refund the payment NOW, and they can look for the return of the package on their own time.

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

  Business Response

  Date: 07/11/2025

  Hi,
  
  We wanted to follow up on the complainant's recent order, #***************. We're happy to let them know that we've processed the refund, and they should see the funds credited back to their original payment method within 5-7 days. If for some reason they don't receive it within that timeframe, please informed them to reach out to the bank or financial institution, and they should be able to help them locate the refund.

  We have also sent this same message to the complainant under the case number, 08397242.

  Best regards,

  Customer Answer

  Date: 07/11/2025

  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:07/03/2025

  Type:Delivery 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 placed an order with **** on June 23rd, 2025, and they said my order was delivered, yet I have not received anything. I tried contacting their support multiple times now, and they say the same thing about waiting 48 hours, yet I received no updates or anything. I am tired of trying to contact them to try to resolve my problem. I just want a refund for my order at this point to buy a different gift for someone else. If I could get some help to resolve my problem, I would greatly appreciate it.

  Business Response

  Date: 07/04/2025

  Hi Team, 

  On behalf of the Meta Store Support team, I'm so sorry to hear that customer haven't received their order. I understand that these order were supposed to be a present, so I apologize for any inconvenience this has caused. Allow me to assist further! 

  Our records shows that the order was placed on June 24th and arrived the next day, on the 25th based on the tracking. However, it seems like the customer confirmed that they already checked with their household members/neighbors who could have received the package on their behalf, but didn't receive anything. The mentioned shipping address matches what's on the order as well.

  I have communicated this with our logistics team and already have a resolution in mind. Kindly inform customer to get back to our active customer support case for an efficient resolution. 

  Thanks Team! 

• Initial Complaint

  Date:06/27/2025

  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.

  I placed this order on 6/15/25. I made a mistake on it & tried to update script THAT NIGHT as I had made a typo that would affect my vision, potentially. They referred me to RayBan who said they couldn't find the order, sent me back to ****. Meta told me they couldn't cancel the order, but I can return within 30 ********* wouldn't be an issue even though I made the mistake. The next day I get an email stating that my order has been delayed & that I could cancel it by contacting ***************** so I did that within MINUTES of receiving the email. **************** told me that I couldn't cancel, they had no way to do it, it was an email generated by their ************* couldn't accommodate their request. I had paid through Affirm & told them I would be filing a dispute.. 1 of 2 options, no option 3 - cancel or I contact Affirm. They didn't give me a clear answer, but it was clear that they weren't going to cancel. So I filed a dispute with ****** that is being reviewed, sent proof. I received the order on Tuesday & contacted Meta within MINUTES of receiving it to get the return info. I talked to multiple **** who said it's being looked into, I have emailed ************** they state they are looking into why they can't generate return info. I emailed them last night stating they had until midnightCST to get me the return info or I would file a complaint with the BBB. I woke up this morning, nothing. I received another email after 6amCST stating they are still working on it. At every turn **** has refused or delayed to actually assist me. I haven't paid anything at all to Affirm yet, but I want the order cancelled/returned so I am guaranteed not responsible for anything. I also want to report **** report for false information/misleading customers. I made the mistake in the beginning, but **** offered me the option to cancel via email even after I sent proof & won't stand behind it. I'm also being refused a supervisor.

  Business Response

  Date: 06/27/2025

  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 order, in which they are requesting a return for a refund.

  We understand the importance of returning orders in a timely manner, especially during this time. We are doing our best to issue a refund for the complainant's order as soon as possible. However, there are unforeseen circumstances beyond our control that may cause delays.

  The aforementioned case has been forwarded to our dedicated team for investigation. We are currently working with our team to process a refund for the complainant's order. Please inform the complainant that we are enhancing our refund process and require further investigation before processing their request. Rest assured, once we have processed the refund, we 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: 06/28/2025

   
  Complaint: 23526409
  
  I am rejecting this response because:

  I contacted Meta on 6/24/25 requesting the return. I was given bad info from the getgo, sent an email stating I could contact **************** to cancel my order, DENIED that even after I showed it to them THEIR email. Not something I drafted up, it came from them! When I spoke with them on 6/16 after I had made the mistake, they made it seem like the return process would be easy - no issues.. get the return info & move on with my life. My original plan was to reorder since I made the mistake, but since then when META mislead me - no one seems to be taking responsibility. They are getting paid to do whatever they are not doing in the background, but as a customer I am not being paid for my time. Yes, the reason I want to return was because of my mistake. I get that. However, THEY emailed me stating I could cancel after they told me I couldn't & they will NOT own that. So I filed a dispute with Affirm - Affirm should be aware that one of their vendors is acting very shady. 

  Also - if you look at the transcripts & emails - each time they refer to me as *******. I have corrected them each time & it's still the same thing. No one has corrected my first name to call me ******* without apologizing & each time I have to start over. There should have been an update to my account after I have complained so much about it. We aren't hanging out playing basketball or on a sports team where you refer to someone by their last name.

  I don't have any faith in Meta & even after all this is over - regardless of how it is, this is just bad business practice all around! 
  I won't reorder due to the lack of customer service & also, I'd be afraid if I had an issue with my sunglasses that I'd get the technical support. I know those are 2 different issues, but if they can't own their offers in their emails or follow through with the easy return that I was to believe, why am I going to rebuy with my hard earned money to be left in the dark again???

  Also, how do I request a supervisor & not be allowed to talk to one??!!? That's baffling to me!

  Bottom line is I don't believe they care. I can't be the first ****** to request a return & I'm sure I won't be the last.
  If my return finally goes through - which I am not holding my breath for because I know that would end badly, they have mislead me at each turn & the public should be aware of the facts. 

  Even though the mistake started with me - they offered me the option to cancel my order, REFUSED, & have been putting me through the ringer.
  Why should I accept their response? It's been 4 days & I still don't have return info! It should not take THIS long to get a return label. Proper turnaround time is ***** BUSINESS HOURS.

  I have other things to do with my life. While I am doing them, I am still stalking my emails waiting for that return info & also the dispute with Affirm. I have other things I need to focus on, that is not this. You'll blink & a month will go by if you don't stay on things. I don't have a month more to wait, I've already been dealing with this for 13 days since I started being given bad info the night I ordered & realized it within minutes.

  I absolutely won't back down on this. **** needs to be held accountable & other customers need to be aware of how **** does business!

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

• Initial Complaint

  Date:06/23/2025

  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.

  Meta store case ******** I contacted regarding my device not working and they informed me it was disabled for being reported as "lost, theft, or chargeback". I showed them my receipt upon request as this simply is not the case. They then keep ****** to contact the retailer. This purchased is over 3 months old, best buy will not be returning it. They are literally scamming. At the very least they have mistaken by device for another. They must remove whatever they have done to my quest.

  Business Response

  Date: 06/23/2025

  Hi, I would like to start by apologizing for any inconvenience the complainant may have experienced. After reviewing the provided details, the aforementioned case has been forwarded to our dedicated team for investigation. They discovered that the device in the order was reported as lost or stolen by the original purchaser. In such situations, the device is disabled for security purposes and a refund is issued.

  With this in mind, we would like to set the complainant's proper expectations that we won't be able to reactivate their device. We highly suggest that they contact the retailer or Best Buy to explore refund options. Thank you!

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23504949
  
  
  
  I am rejecting this response because:
  
  It actually wasn't reported and best buy can't refund a 3 month+ old purchase. They disabled the wrong device. It henceforth must be re enabled.
  
  Sincerely,
  
  
  
  Lisa Wright

  Business Response

  Date: 06/27/2025

  Hello there,

  On behalf of the Meta Store Support team, we apologize for the inconvenience this has caused to the complainant.

  Unfortunately, since the device has been reported as lost or stolen by the original purchaser, we are unable to re-enable the device and unable to make changes to the account. We also noticed that this was a gift. This means that the complainant will need to coordinate with the person who gifted the device to them. Thank you for your understanding.