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

  4720 Forbes Ave Oakland, PA 15213-3701

• 

  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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  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:06/07/2025

  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 

• 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 bought a brand new meta quest 3 on 4-26-25 I have the receipt it wouldn't download games they told me to send the whole unit back i sent it in on the 28th they would give me 50 dollars credit and a new unit sent my controllers back and a refurbished unit and there is so many gaps in their customer service I'm done dealing with them I just want my money back

  Business Response

  Date: 05/21/2025

  We were able to locate the customers original ticket. It appears there was an issue with how their original replacement was created, which caused a headset only headset to be setup. As the warehouse was only expecting a replacement for a headset, that is all they issued. The customers original controllers were sent back.

  
  As we advised on the ticket, we will correct our mistake, and do a full kit replacement once we've received all the items back once more, we're just waiting to receive all the items from the customer to do so.
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23356094
  
  I am rejecting this response because:
  I have emailed over 5 times the controllers are in the box the head unit is in and No one has acknowledged all five emails
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/21/2025

  Once our warehouse verifies they've received the items, and the contents, they'll work to ship out the replacement. Our agents in the ticket won't have any control over that process, as it's all done at the warehouse at that point.
  
  
  It does appear as if they've received the unit, and are working on shipping out the item, and it does appear as if the agent has acknowledged this in the ticket, as well as offered a store credit for the delay.
  
  
  The customer will need to work with the agents on their ticket to finish up.

• 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.

  On April 20, 2025, I submitted a request to Metas Out-of-Warranty (OOW) Program to replace my sons Meta Quest 2 headset. The device was delivered to **** on April 24 via ***** (tracking #************). I received confirmation from **** on April 25 that the headset was accepted and a replacement order (Order #***************) had been placed with an estimated delivery date of April 30.Since then, I have received no product, no tracking information, and no meaningful updates. I have contacted ***** support team at least 7 times, only to receive vague, repetitive responses that the issue is being looked into. On May 13, after escalating again, I was told the matter would be handed off to their Higher Support Team with another 2448 hour wait. It is now the 20th and I still have no update.This situation is unacceptable. I am requesting an immediate update, and shipment of the replacement product.

  Business Response

  Date: 05/20/2025

  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 indeed has an out-of-warranty replacement order, which still lacks tracking information despite them having returned their right controller.
  
  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.
  
  Upon further review, it appears that we're unable to fulfill the complainant's order as there's an issue with their payment method. For us to further look into this and check for available options, we would like to confirm if they can access their replacement order on their end and try to check and change the payment method they used. 
  
  Thank you!

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23354556
  
  I am rejecting this response because:

  At no point during this process was I told that my payment method had been rejected. In fact, I confirmed my payment information with Meta Support twice, and each agent assured me there were no issues or provided vague assurances that everything was being processed. Had I been informed that there was an actual problem, I would have addressed it immediately.
  
  To be clear:
  
  The payment method I provided is valid and active.
  I have not received any error messages or rejection notices.
  There is no option available on my end to change or resubmit payment. If such an option exists, **** has failed to communicate that clearly.
  
  

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

  Business Response

  Date: 05/24/2025

  Hi! We appreciate the complainant providing additional information regarding their payment method.

  Upon further checking, we can confirm that the payment method used by the complainant for the replacement order is still not charged, as it shows as "Pending". This means they need to check with their bank or financial institution for any restrictions that may be causing the payment to not proceed.

  Thanks!

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23354556
  
  I am rejecting this response because:
  
  As I said in the last message, this is an active credit card. It doesn't show that any attempt was made to run it. If there was a way to update or enter new payment info I would have already done it. TRY THE CARD AGAIN and send me whatever error you claim you're receiving. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/16/2025

  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 bought the wrong pair of meta-AI glasses. I returned them to get the right pair. I did this immediately. They received the return item on April 28, 2025. They tell me they have the product and it was returned. I was going to do installment plans through Affirm. I looked at my affirm account and they was going to bill me for the return item. I contact Affirm about why am I still getting billed for this returned item. They said they never got a email or any confirmation about the return to stop the payment plan. The customer support from **** said they are handling it, but kept on giving me the run around for a few weeks. They said yesterday on May 15 that they will handle it and reached out to them. Ill talk to affirm. They said they havent got any information at all about the return. That I still have to pay them, until **** tells them its returned. But they havent done it or even tried to. Im not paying for an item that was returned a few weeks back. Please Id like to get this handled and resolved. Thank you.

  Business Response

  Date: 05/23/2025

  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 contacted us before regarding a customer support case in which they wanted to dispute a charge from Affirm.

  Upon further review, we have confirmed that the support case was coordinated with our team and can confirm that the refund has already been processed for their returned ******* glasses. Please let the complainant know that the funds should have been received on the original payment method they used for the order. In addition to this, we would like to inform the complainant that since the refund has already been processed on our end, we are unable to send them the correct pair of glasses they want. They should place a new order with the correct pair instead.

  Regarding Affirm, please inform the complainant to reach back out to them as it appears they will need to coordinate with them further regarding the case.

  Thank you!
  

• Initial Complaint

  Date:05/14/2025

  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.

  Meta oculus and all meta accounts....they restricted all accounts with no warning CLaiming I was a minor. I found this out after buying a $300 oculus and couldn't get logged in 5/6/25 when reported issue everything with my ******** was normal. 2 days later instead of helping me resolve issue, they suspended my ******** account. I have over $200 invested in oculus apps (oculus broke last yr so haven't used account bc didn't have money until now to invest in new set) so losing out on hundreds of dollars in apps and other apps associated with my ******** account. After over 20 different **** and over 50 emails, they are still refusing to help. I have provided all valid ID (birth certificate and driver's license and Still refuse to help. They also send me back false emails that ARE NOT mine? Telling me I need to log into someone else's email. I explain that's not my email they apologize but then send ANOTHER fake one? At this point I feel I am getting scammed or the run around. They say ***** to resolve but it's been well over a week, no one to speak with and no help. I REFUSE to send money for an error at their end. I am a 53 yr old women. ******** established in 2006 therefore impossible to be a minor (common sense) I have done everything they told me to do and still no one will help. I will be happy to submit all 50+ emails if required but didn't see an option here to do that.. I don't need financial comp., I just want all accounts reistated. If they refuse, then I want comp for the money I spent within the oculus system. Games/apps etc...the reason I am adamant about restoring ******** is because I would like to at least save pictures of familythat I had on there that I no longer have access to. Again, how can I be a minor if the ******** acct was set up in 2006. They only have to look at my profile to see this. And oculus and everything I have is connected to this acct

  Business Response

  Date: 05/15/2025

  We were able to locate the customers ticket, and do see that the ticket is currently on-going and being handled correctly. The customer has been asked to verify their age by either providing ** through our secure gateway, or by utilizing a credit card verification method.

  If the information on the ** does not accurately match the details on the account, then we are unable to utilize the ** as a verification method. The customer needs to continue working with our agents who are working towards a resolution.

  Customer Answer

  Date: 05/15/2025

  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. My services were fully reinstated as of this afternoon.  Thank you for your time in dealing with this
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/12/2025

  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.

  Purchased a MetaQuest with a built in game that was included but it is not redeemable.

  Business Response

  Date: 05/13/2025

  Hi BBB Team! 

  I understand that customer's having issues in redeeming the exclusive game namely Batman: Arkham Shadow included upon the purchase of their Meta Quest device. I know how this affects their overall VR experience, so I'll happily help!

  As I checked, there hasn't been any support case opened by the customer. With that in mind, kindly inform the customer to open a support case with us so that we can help resolve this matter. Additionally, please set proper expectations that once they've created a support case, we will require information to help authenticate their account.

  Kindly redirect customer to this link in contacting either email or live support: **********************************

  Thanks Team! 

  Customer Answer

  Date: 05/13/2025

  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:05/10/2025

  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.

  **** has blocked mine and my sons account from purchasing anything on the quest store and on the headset. It claims that there is a security issue and cannot process my account. They have told me that they do not see anything and are working on my account. It has been 3 months and I continue to receive the same generated claiming to be working on the issue. I receive this message every time I ask for an update. After a while, I got a message saying the account auto closed because it was open so long but they would reopen it, even though the issue is not fixed. I have asked for a refund on both oculus's along with purchased content or transfer all of our purchases to another email. They are refusing and continue to give me the same emails. the most recent email says: 5/7 Hello ****** I am **** from Meta store support, and Ill continue assisting you though every step today to help you with your concern. Thank you for your patience and understanding during the process, its truly appreciated. I understand your concern, and I want to assure you that we're here to assist you. Your case may have been automatically closed by the system due to inactivity or standard process, but this does not mean the issue is resolved if you 're still experiencing difficulties. Id be happy to reopen your case and continue working toward a solution. Please confirm any updates on the issue, and we'll make sure to address it promptly. In the mean time, if you have any further questions or require immediate assistance, please do not hesitate to contact us. I received 3 other emails on May 7th telling me they would be working on this. I first contacted them February 24th 2025 and they have not resolved the issue or told me why they have blocked my account. We both have done everything they have asked and now they do not give any solution only to continue to wait.

  Business Response

  Date: 05/10/2025

  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 being unable to make digital purchases on their account.

  We understand the importance of purchasing games. However, please inform the complainant that the aforementioned case has been forwarded to our team for investigation. Our team has discovered that multiple customers are experiencing the same issue. Please reassure the complainant that our engineering team is aware of this and is currently working on a resolution.

  In the meantime, we kindly request 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: 05/12/2025

   
  Complaint: 23311830
  
  I am rejecting this response because:

  I have asked them to give me updates on what they are doing, what they ate suspecting, also If they could transfer my items to a new email account. I get no answers. I continue to get generic responses and they also have told me my request auto closed. I cannot get anyone to actually talk to me about my son and my account. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/13/2025

  Hi there,

  We apologize for the inconvenience this caused to the complainant. 

  We understand that the complainant wants to transfer the games on their new account. However, we would like to let them know that we don't have a tool to transfer games from one account to another.

  However, we want to let the complainant know that our engineering team is actively working on resolving the issue and we're making good progress. We'll be in touch with their active support case soon as we have any updates.

  We appreciate their patience and understanding during this time. Please know that we haven't forgotten about them and are doing everything possible to get things back up and running as quickly as possible.

  Best Regards,

  
  

  Customer Answer

  Date: 05/17/2025

   
  Complaint: 23311830
  
  I am rejecting this response because:

  The response they are giving Since February. They do not give any updates without being asked and they are still telling me my case was auto closed. I waited before I answered this to see if I would hear more from them about the situation. 
  
  Sincerely,
  
  ****** ******