Complaints

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

close

Find a Location

Meta Store has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Meta Store

  1 Hacker Way Menlo Park, CA 94025-1456

• 

  Facebook Reality Labs

  4420 Bayard St Ste 100 Oakland, PA 15213-1530

• 

  Facebook Reality Labs

  131 15th St Pittsburgh, PA 15222-4265

• 

  Facebook Reality Labs

  4720 Forbes Ave Oakland, PA 15213-3701

• 

  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:06/20/2025

  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 am making a complaint because the agent just said my device is reported lost or stolen so its bricked. Ive had my quest as a gift for months. There has to be some issue on there end. No one else has had my quest it was new when i received it. I hope they can fix this cause its kind of insane they can just disable random quests at any point especially when theyre disabling them incorrectly. For reference my headsets serial states **************

  Business Response

  Date: 06/21/2025

  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 headset that is having an issue with booting. We understand the importance of fixing the headset in a timely manner, especially during this time.

  However, there are unforeseen circumstances beyond our control that may cause complication. The aforementioned case has been investigation and we have discovered that the device in question was originally reported as lost, stolen, a chargeback by your bank, or as an unauthorized purchase. In these situations, the device is disabled for security purposes and refunded. We recommend contacting the retailer or person you received this device from for further assistance.

  Thanks!

  Customer Answer

  Date: 06/21/2025

   
  Complaint: 23499686
  
  I am rejecting this response because:
  My quest wasnt reported. There is no dounbt a mistake on their end leading to the false disabling of my quest. Im not meta so I cant say but perhaps they mixed up my device or another. Ive used my quest for 3+ months without issue until recently. I demand to speak to the highest level team at meta store. 
  Sincerely,
  
  ***** ****

  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.

• Initial Complaint

  Date:06/20/2025

  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.

  In the meta store my child has added his own money to make purchases. In January it stopped allowing us to make purchases. My child has $42 and some change. Hes missed things that are on sale he wants. He is 11 and has a weekly job. This is 4 weeks of his job. **** will not allow us to spend the money. There is a message about verification of who you are. In January I contacted **** about the issue and what we needed to do in order to spend our money that they now have. I email them a few times a week because thats they only mode of contact. They have told me the same thing for five months, they are working on it. They did say to log out then back in, and to try other things on my end which I did. They suggested that they send it to their specialized team and that they would provide updates. Ive gotten no updates and keep getting told the same thing. We are sorry and we will update you. I just want my kids money back.Ive even asked if they could send a prepaid **** and wipe the account or allow us to buy a controller. Nothing from them but the same thing. I just want my childs money delivered back to him. I have emailed so if bbb has an email I can forward those. Meta account is in my sons fathers name, ***** ****. Resides at same address.

  Business Response

  Date: 06/20/2025

  We were able to locate the customers ticket, and I can see that the issue is currently being investigated by our payment team. They should continue to work with the agent on the ticket to resolve the issue. It does look like the customer is referring to gift cards being on the account that they can't use because of a restriction on their ability to make purchases.

  Gift cards themselves are non-refundable, especially once they've been redeemed, nor can we provide refunds for items that weren't purchased through us as these gift cards appear to be purchased from retailers.
  
  We want to resolve the issue for the customer, almost as much as they'd like the issue resolved, and the best way to do this would be to continue working with the agent who is investigating the issue.

   

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23496499
  
  I am rejecting this response because:
  They claim to be working on something.  How can they work on it without a ticket submitted?  I have been in constant contact for six months and they have no updates and no help.  They have not done their part. Their emails are repetitive.
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/26/2025

  Our team is currently investigating the issue the customer is facing with their ability to make purchases. We are waiting on our engineers to find the cause, and provide an update or resolution for the issue. While the emails may seem repetitive, it is because we don't currently have anything to share on the issue. As the issue is ongoing and being investigated, typically any follow-ups were sending at this time will be so the customer is aware that their ticket is still open and still being looked into.

  When we have anything to share with the customer regarding their issue, we will do so on their ticket that they have created with us as it is currently still open.

• Initial Complaint

  Date:06/16/2025

  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 have attempted to resolve technical issues multiple times vis **** chat and each time, I'm forced to sift through multiple layers of incompetence. ******* and **** are the 2 reps that proved to be incompetent at providing simple layer 1 tech support in an effort to troubleshoot a headset tracking issue for a unit under warranty and covered by an Asurion protection plan.

  Business Response

  Date: 06/16/2025

  Hi Team! 

  On behalf of the Meta Store Support team, I'm sorry to hear that the troubleshooting steps taken hasn't resolved customer's issue regarding headset tracking. I know how this affects customer's experience with VR, so allow me to help clarify! 

  After further review, they were reporting that our agent was disrespectful, unprofessional, and rude, and deliberately left the chat. However, I'm able to confirm that the agent did follow our WhatsApp Handling Process by sending a holding response after 5 minutes of inactivity. 

  Also, referencing the chat transcript, they only got as far as doing the hard reboot and eventually got disconnected. Although the customer only acknowledged the hard reboot and not the factory reset, we can give them the benefit of the doubt that they did try the suggested troubleshooting steps, which include the factory reset, since they were affirmative that the steps provided were unsuccessful in resolving the issue.

  It's evident that they refuse to accept a refurbished replacement and would like either a refund or a brand-new replacement. However, we are not offering refunds as they are technically well past the 30-day return period for a remorse return. Moreover, the customer did mention about how they're privileged for a "Asurion Protection Plan" on this BBB claim. However, we're aware that **** has its own device protection program called Meta Warranty Plus and Asurion is a third-party company that provides insurance and protection plans for various electronic devices, but it is not specifically associated with Meta Quest services. 

  I went ahead and informed our agent on the customer's active case to continue educating the customer about our Limited Consumer Warranty policy and how our refurbished devices are tested to ensure that they're in working order and indistinguishable from new ones. I'd like to set a proper expectation that we do not provide refund returns or brand-new replacements for this instance. If the customer refuses a normal replacement, then there is nothing we can do, and no exceptions can be made on our part.

  Thanks Team! 

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23474628
  
  I am rejecting this response because:

  The information provided on the following up on the chat encounters is inaccurate. If the chat encounter was properly handled, why did my inquiry require multiple chats that led up to a BBB complaint? I will provide copies of the chat transcripts. The way **** handles their product warranties are under a bait and switch module. These idiots are incapable of something as simple as sending the "used" aka refurbished device to the correct address. Now, this piece of c*** replacement is stuck with ***** until these morons update the address and accept the fees associated with the address discrepancy (tracking #************) for which I have already filed a separate BBB complaint. 
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 07/03/2025

  Hi Team! 

  
  On behalf of the Meta Store Support team, we're sorry to hear that the troubleshooting steps taken hasn't resolved customer's issue regarding headset tracking. I know how this affects customer's experience with VR, so allow me to help clarify! 

  
  After further review, they were reporting that our agent was disrespectful, unprofessional, and rude, and deliberately left the chat. However, I'm able to confirm that the agent did follow our WhatsApp Handling Process by sending a holding response after 5 minutes of inactivity. 

  
  Also, referencing the chat transcript, they only got as far as doing the hard reboot and eventually got disconnected. Although the customer only acknowledged the hard reboot and not the factory reset, we can give them the benefit of the doubt that they did try the suggested troubleshooting steps, which include the factory reset, since they were affirmative that the steps provided were unsuccessful in resolving the issue.

  
  It's evident that they refuse to accept a refurbished replacement and would like either a refund or a brand-new replacement. However, we are not offering refunds as they are technically well past the 30-day return period for a remorse return. Moreover, the customer did mention about how they're privileged for a "Asurion Protection Plan" on this BBB claim. However, we're aware that **** has its own device protection program called Meta Warranty Plus and Asurion is a third-party company that provides insurance and protection plans for various electronic devices, but it is not specifically associated with Meta Quest services. 

  
  I went ahead and informed our agent on the customer's active case to continue educating the customer about our Limited Consumer Warranty policy and how our refurbished devices are tested to ensure that they're in working order and indistinguishable from new ones. I'd like to set a proper expectation that we do not provide refund returns or brand-new replacements for this instance. If the customer refuses a normal replacement, then there is nothing we can do, and no exceptions can be made on our part.

  
  Thanks Team! 

• Initial Complaint

  Date:06/13/2025

  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 purchased the new Meta VR pro headset in November. The fan stopped working and when I requested assistance and provide all information requested I was told they could not match the S/N of the headset to the item they shipped. While I didnt have the box, I activated the device they sent with my account. Have no other account or device and **** has continued to play games by saying they cant proceed since they cant confirm S/N from my order confirmation and the headset they gave me. It appears they messed up and their service made a mistake and now they wont assist to correct their mistake leaving me with an expensive device with a lot invested in apps that is unusable. I have reached out and I keep getting the same run around, they cant confirm my order and S/N mismatch. They delay. I just want to have it repaired or replaced however if they are unable to send me something correct, I have no faith they sent me the correct or even new item I ordered.

  Business Response

  Date: 06/13/2025

  Hi Team! 

  On behalf of the Meta Store Support team, we understand that the customer was experiencing a fan error message. However, there appears to be a cross-shipment from the warehouse, but I was able to confirm with our logistics team that we can proceed with a replacement. Please inform the customer to continue conversing with us on our active case. 

  Thanks Team!

  Customer Answer

  Date: 06/14/2025

  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:06/12/2025

  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 11/30/24 I purchased a Meta Quest 3S totaling $316.94. A few months later, my device began intermittently connecting with my ** via the Meta official Link Cable, which connecting to the ** is the sole purpose of such device for me, additionally the wireless version of connecting was also beginning to act intermittently. This has now defaulted to the wired version being almost completely unusable at this point, and the wireless still intermittent. I reached out to Meta Support on 5/7/25 in an attempt to troubleshoot, and if necessary make a warranty claim for either a repair or replacement. Over the course of the next month plus, there have been over 50 emails back and forth trying to troubleshoot the device. The troubleshooting steps and the support team in general seem chaotic and adverse at best, I have gotten response emails that are intended for different customers, I have been asked to repeat the same steps over and over again even though the previous time they did not correct the issue. They continually say this issue is being escalated to the advanced team, but all I recently get is emails asking if anything has changed. Every time I bring up a warranty replacement (the indications point to a defective device, not a software issue), they divert the question or don't answer it at all. They finally have rejected my request for a return authorization and say they are pursuing alternate avenues. All I want is the headset repaired or replaced under the terms of their own warranty, which they are refusing to follow.

  Business Response

  Date: 06/13/2025

  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 headset having an issue connecting it to their PC.

  We understand the importance of resolving this issue. Please have the complainant refer to the active support case for additional workarounds that might help narrow down the issue. Please also assure the complainant that if the issue still persists, our support agents can look into their headset replacement options.

  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: 06/13/2025

   
  Complaint: 23459157
  
  I am rejecting this response because: As the original complaint states, as well as the email chain clearly details. I have made multiple requests to have such headset replaced, those requests have all been rejected, ignored, or diverted.

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

  Business Response

  Date: 06/23/2025

  Hello there,

  Upon checking the active case the complainant had with us, we can see that the replacement has already been processed for the customer's headset. Please inform the customer to check their email and follow the return instructions. Thank you!
  

  Customer Answer

  Date: 06/26/2025

  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:06/11/2025

  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've reached out to **** a few times to cancel my subscription, but they have failed me. And, they keep charging my credit card. I've attached the past year of payments, which I want a refund. Thanks for your help...

  Business Response

  Date: 06/12/2025

  Hi Team! 

  On behalf of Meta Store Support Team, I'll happily help resolve the case.

  As I reviewed the case, the customer reported recurring charges from a subscription that took place on their card for six months and requests assistance in canceling their subscription. However, upon checking they weren't able to provide the requested detail necessary to authenticate their account after two attempts. The reason we ask for these details is for authentication, security, and privacy purposes. 

  In order for us to help locate the account, could you please provide the transaction IDs and perhaps a headset serial number that was once associated with and linked to your account? To find the headset serial number, customer can check this link as their reference: ******************************************************************************************************************************
  
  We suggest customer to respond to their active case so we can continue assisting you and help locate your account, as well as explore possible options. 

  Thanks Team! 

• Initial Complaint

  Date:06/07/2025

  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.

  Date of Transaction: 5/1/24 Amount Paid: $707.19 Business: Meta Product: Meta Quest 3 headset (512GB model, purchased new)What the Business Committed to Provide: A fully functioning virtual reality headset supported by a one-year limited warranty, regular software updates, and official troubleshooting support for hardware or software issues.Dispute:The original issue involved a battery concern that arose near the end of the warranty period. I contacted **** support shortly after the warranty expired, expecting some flexibility due to the timing and the relatively minor nature of the problem. After following all recommended troubleshooting steps provided by support, a new visual disturbance appearedan issue that had not existed prior to the support interaction.Additionally, shortly after a software update released in early 2025, the headset began experiencing new problems including controller tracking malfunctions and hand tracking failures. These issues had not occurred before and collectively resulted in a significant decline in device performance. This deterioration happened despite my following Metas official support guidance and update instructions.Resolution Effort by Business:**** has offered only a paid replacement in the form of a refurbished headset. This refurbished unit is priced only $40 less than a brand new device but comes with a significantly shorter warranty. This offer is inadequate considering the problems arose so close to the warranty expiration and after following Metas own troubleshooting recommendations.Request for Resolution:I respectfully request a free replacement device given that the headsets condition worsened after following Metas official troubleshooting steps and shortly after a system update.If a free replacement is not possible, I request a repair at no cost. At minimum, I ask that a refurbished replacement be offered at a significantly reduced priceunder $100with a warranty that reflects standard coverage.

  Business Response

  Date: 06/08/2025

  Hi, I would like to start by apologizing for any inconvenience the complainant may have experienced. Please inform the complainant that we understand the inconvenience the issue has caused them.

  With this, please inform the complainant that we will be coordinating with our team for further review and exploring options we can provide.
  
  In the meantime, we kindly ask for their extended patience and understanding while awaiting an update on the case. Thank you.

• Initial Complaint

  Date:05/29/2025

  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.

  purchased the Oculus 3 August of 2024. I never did receive my free game. contacted them several times. they just kept telling me that it would come in my email eventually. I still to this day have not received it. and then again about 2 months ago I realized I was being charged for a subscription that I didn't sign up for and that I never used on my headset since September of 2024 in the amount of $12.99 a month. contracted support again. they told me that they would refund me. they'd give me a one time exception and give me a refund for the subscription. I was charged in total $103.92 they refunded me $9. contacted support again. they said no they couldn't refund me the money. they could do one month well the $9 they refunded me doesn't even cover one month. went round around. the lady said she would give me a $30 store credit. I advise her if sure she could give me a credit but I'm going to file a complaint and still try to get my refund and I would minus the $30 off of the total. but I never got that either. I never once signed up or used this app and they know that. so what they're saying is they can just throw whatever subscription on your account and if you don't catch it in a month then you're out the money? I don't understand this and I would like a refund and the game I was never given or a refund in cash value.

  Business Response

  Date: 06/01/2025

  Hi Team! 

  On behalf of the Meta Store Support team, were sorry to hear that customer was charged for an amount of subscription while not being in VR. I know the importance of this matter to customer, so I'll help clarify. 

  Let's first address customer's claim that they were unable to receive the 'free game' included with their headset purchase. Our records show that customer's Quest 3 headset was linked and associated to their account around August of last year, in 2024. I have reviewed customer's opened cases from last year and found no instance where one of our colleagues informed customer about an email notification to redeem the game or set any expectations regarding it. It hasn't been confirmed by the customer which free game they're referring to, but the only anticipated promotion we had last year was for the exclusive game, Batman: Arkham Shadow, which was available to users who purchased new Quest 3/3S devices. One of our eligibility requirements to qualify for the game is that it must be a ********** device activation, which I'm affirmative the case for customer. However, I would like to clarify that at the time they activated their device in August, there was no promotion available, particularly the Batman one, as the official promo date started on October 15, 2024. If they are referring to the exclusive game, Batman, then it is possible that they were not eligible at the time.

  I'd like to address next customer's concern about the recurring charges for the FitXR subscription. It has been confirmed by customer themself that they never used their headset since September 2024 and realized just recently that they were being charged for a subscription that they didn't signed up for. Upon reviewing the customer's account, I noticed that they first subscribed on August 31st, and the next recurring charge occurred on October 1st. This suggests that they may not have cancelled their subscription before the trial period ended. See, most subscription services, including *****, operate on an auto-renewing model, where the subscription is automatically renewed at the end of each billing cycle unless the customer initiates to cancel it. The fact that the customer hasn't used their VR since September suggests that subsequent charges will be made on a monthly basis until the subscription is cancelled. 

  As I checked customer's account, the subscription has already been canceled which means they wouldn't get charged for the next billing cycle. However, we'd like to set proper expectation that we're not refunding subscriptions referencing our Meta Quest/Rift Content Refund Policy under What Kind of Digital Content Is Not Eligible for Refunds?. To learn more, have customer check this helpful link: ***********************************************************************************************************************************

  Moreover, we would only be able to refund the most recent charge that took place, which I can confirm has already been processed. However, for charges that occurred in previous months, we are unable to provide refunds. As promised by my dear colleague, I went ahead and added the $30 credits directly to customer's account. 

  I hope I was able to help clarify and address the issue. 

  Thanks Team! 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23392283
  
  I am rejecting this response because:

  in regards to the game, it wasn't offered to me right when I purchased the headset. it was a couple months later when I was having issues with my controllers and not able to play my headset at all. it was like the third chat session I had had with support and I was complaining about not even being able to use my headset about how now they're offering a game and the headset at a discount price when I paid full price and didn't even get a game and that I was thinking about returning my headset since it wasn't working anyway and that's when they offered me the game. the Batman game. I agreed they said it would be sent to my email and never received it. kind of like how they said they credited my account right now with $30. didn't receive that either. and when they said they would only refund me one full month after telling me they would refund me the entire balance they sent me back $9 one month was $12.99. seems to me that there's a pattern here. and wouldn't you know when you're in chatting with support and decide that you want the transcript. it never will download. says downloading and then it says downloading failed. unfortunately, I didn't have the right mind to take screenshots of it until my last two interactions because I was learning that they really don't keep their word. I will submit portion of the chat where they said that they would make a one-time exception to refund me the money for that app because they're only allowed to do one month but they were going to refund it all to me. this one-time exception but I needed to review and understand the refund policy. 
  
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:05/21/2025

  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.

  ******** ****** ********************************************************************************** ********************* ************** To:Better Business Bureau Subject: Complaint Against Meta Package Marked Delivered But Not ******************** Inaction Dear BBB Representative,I am writing to file a formal complaint against **** regarding a non-delivered order and the company's continued failure to provide a resolution.On May 9, 2025, I purchased a pair of ******* Meta Headliner smart glasses (Order #: ***************) from ****. The item was shipped via *** with tracking number 1Z2E3A690280042174 and was marked as delivered on May 14, 2025.Although the tracking update included a photo that appears to show the front of my house, the package was not present at the time of my inspection. I thoroughly searched my property and consulted neighbors, but the item was not located.I contacted Meta Support immediately, and although they acknowledged the issue, I have only received repeated template responses assuring me the matter is under review. As of today, over 10 days have passed, and I have not received a refund, a replacement, or any substantive update.This ongoing delay and lack of resolution are unacceptable. I respectfully request the assistance of the Better Business Bureau in compelling Meta to either issue a full refund or ship a replacement without further delay.I am prepared to provide all necessary documentation including order confirmation, delivery photo, and correspondence with Meta support.Sincerely,******** ******

  Business Response

  Date: 05/22/2025

  Hi BBB Team! 
  

  On behalf of the Meta Store Support team, I'm sorry to hear that the customer's package was lost upon delivery. I understand the urgency of this matter and how important the glasses are to the customer for their upcoming content creation engagement. I understand how customer's looking for a swift resolution and we're here to help! 

  Our records show that the order's tracking indicates it was delivered on May 14th, and the customer has confirmed that they have already checked their premises and consulted their neighbors. With that, we'd like to set proper expectations with the customer that we're currently in the process of reviewing the order with our logistics team and I will personally monitor the case and follow up once we have more details.

  In the meantime, we encourage the customer to keep in contact with us using their open and active support case number to help look for the best possible solution. 

  Thanks Team! 

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23360496
  
  I am rejecting this response because: 
  

  While I acknowledge that an investigation is underway, I must respectfully express my dissatisfaction with the lack of immediate resolution, especially given the urgent need for the ******* smart glasses.
  It is unacceptable to be asked to wait indefinitely when the product is essential for a scheduled content creation event. I strongly believe that ****, as a reputable organization, has the capacity to provide an alternative solution such as a replacement, while your internal review is ongoing. Once your investigation is concluded, you can proceed with any additional steps, but making me wait while no interim remedy is offered is both unfair and unreasonable.
  I urge you to expedite this process or issue a replacement immediately. I remain available and willing to cooperate fully with your ongoing investigation, but I require timely support and action on this matter.
  Sincerely,

  
  ******** ******
  Order #: 643883638649440
  Email: ******************************
  Phone: ************
  Address: ****************************************
  

• Initial Complaint

  Date:05/20/2025

  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 Meta quest pro controllers from their online store. One was defective and covered under manufacturers warranty. They told me to return it tothem and that they would send me a replacement. I returned it to them and have proof that they received it. They also confirmed that received it and would send me the replacement. They said they would send a tracking number and they never did. They never sent the replacement and they just keep telling me that theyre on getting the issue result its been about a month. I told them to send me my money back because it was covered under the manufacturers warranty and I returned it to them. They still have and have the money I spent so I would like my money back. I have several receipts and emails and any other proof that you may need to help with this.

  Business Response

  Date: 05/21/2025

  We were able to locate the customers ticket, and do see that it is currently open, and that their case is currently being investigated by our logistics team to resolve the issue and get the replacement sent out.
  
  As soon as there's any details related to their case, they will be updated on their ticket.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23356311
  
  I am rejecting this response because: The business has been telling me that the case is open and they are investigating it for over a month. This is not something that needs an investigation. I have attached proof of purchase and proof that I sent it back to them and proof that they received it, and I have also provided proof of employees telling me that I am owed a replacement. I have also provided emails of employees saying that the replacement would come within five business days and proof that its been over a month. Their response is saying that the case is open and they will get back to me. They have been saying this for a month. Meanwhile, they still have my money that I paid for the remote and they still have my remote and I still have no replacement 
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 05/21/2025

  We apologize for the delay that thy are experiencing. Our logistics team is actively investigating as to why the item has not shipped out, and will relay any details about the investigation through the currently opened ticket.
  
  We have not forgotten the customer, and are working towards resolving the issue on their behalf, so they can get their replacement. We ask for their continued patience through this process.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23356311
  
  I am rejecting this response because: there is nothing they need a logistics team about or any reason why I have to keep being patient. It has been over a month. This is such a clear cut and dry issue. I paid for a defective item. I did what they told me to do and sent it back they told me within five days. They would send me one back and they have not so there should be nothing that I need to continue waiting for or it be referred to a team, etc. etc. they have been referring it to different employees and teams for over a month they should just send the replacement. I dont know what the reason they are not doing that is it is so simple.
  
  Sincerely,
  
  Christina