Complaints

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

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  Meta Store

  1 Hacker Way Menlo Park, CA 94025-1456

• 

  Facebook Reality Labs

  4420 Bayard St Ste 100 Oakland, PA 15213-1530

• 

  Facebook Reality Labs

  4720 Forbes Ave Oakland, PA 15213-3701

• 

  Facebook Reality Labs

  131 15th St Pittsburgh, PA 15222-4265

• 

  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:10/22/2022

  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 bought a new meta quest 2 headset for my son's birthday I paid ****** for the device from the military exchange store. I purchased it on Oct 7 2022. My son opened it at his 10th birthday party on Oct 21 2022. We have been unable to pair after multiple attempts and all troubleshooting and factory resetting the device for a total of 4 times now. The buttons dont respond for volume or recognize the controls. I spent over 4 hours going through all troubleshooting steps you tube videos and spoke with meta trch support chat. This was for my son's gaming party and we couldn't even get it to work. Then I get an email stating that they will replace it but it could be refurbished! Like no I paid for this device new because of the warranty etc and it's less then 30 days old since it arrived to my house and now I have to ship it to them and wait to recieve a possible refurbished replacement!? This basically ruined his gaming party because everyone that was here was hoping to try it out and couldn't. Reading several other complaints over the last 6 months doesn't give me much hope! Same issue across the board known issue yet they are still selling them and increased to price from 300 to 400 to have a fancy brick? Extremely disappointed and I will not be recommending anyone to purchase one at this point! I'm a disabled vet on a fixed income I can't afford to just throw money away! My son was pretty upset on a day that was supposed to be exciting!

  Business Response

  Date: 11/01/2022

  We're so sorry to hear that ******'s son's headset could not be set up as expected. As this headset wasn't purchased from the Meta website, we could not offer a return for a full refund. In this instance, our agents could only arrange a replacement order. To clarify, all refurbished products are tested extensively before approval for shipment to our customers. Our team will still provide service for a replacement item regardless of whether it is new or refurbished. If our customer has any issues with their replacement headset, the Meta Store Support team will be happy to assist.

• Initial Complaint

  Date:10/21/2022

  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 originally spoke with someone over at Oculus (meta) and told them the issue with my Headset. They asked for pictures and sent them over. They agreed that they would send me a shipping label and receive a replacement which I havent. They keep giving me the run around and this is a $400 product and afraid I will never get anything in return. As big of a company this is they surely can have thing company better organized. I want my replacement or full refund back!

  Business Response

  Date: 11/07/2022

  On October 26th 2022 a member of the Meta Store Support team contacted ***** via email: "You will be glad to know that your replacement, with the order number ***************, has been shipped via **** The tracking number is 1Z2E3A690326959356 - Please be aware that it might take a while for the tracking to be updated on their website. I hope you will go back to enjoying your VR experience again in just a few days." *****'s replacement order was delivered on October 28th.

• Initial Complaint

  Date:10/19/2022

  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.

  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.

   

  I am accepting in advance in hopes that the replacement gets shipped out on monday when they state and in hopes that there is nothing wrong with the control.  I do wish they would have said they expedited the shipping so I could fill this out after I receive it, but they did not.

  I do feel inclined to point out in the email initiating the return it states that the controller may be refurbished giving the impression it may be refurbished or new.  However, in the email from the supervisor, she stated that they only use refurbished controls in replacement orders.  If you feel that is something that needs to be addressed with then let me know and i can forward the emails to where you would like.
  
  Sincerely,
  
  ***********************

  aiting to hear back from their logistics team and cannot do anything until then apparently.The only way they respond in the emails is that they are sorry for the inconvenience, they understand the frustration, and they are working on it. There is no end in sight at this point. I feel that 4 business days of waiting to hear back from a logistics team is more than enough time to deem a product lost on their side. At this point I do not want them to send me a refurbished control, but I want to make sure they send me a new one. As well as extend the warranty on my product by atleast a month or more since I feel that by the time I do get to use the product as a whole again the warranty will have expired.

  Business Response

  Date: 10/21/2022

  A senior member of the Meta Store Support team reached out to ***** via email on Friday October 21st to apologize for the excessive delay in processing ******* replacement order and to confirm that the order is now prepared for shipment: "First of all, I'm so sorry that your replacement order wasn't processed and shipped in the timeframe you were given. Unfortunately, our warehouse does not use brand new controller inventory used to process online purchases to process replacement controller orders - these two inventories are separate.
  
  However, I am happy to confirm that the delay with your order has been resolved and your replacement order has now been prepared for shipment. At this stage, our warehouse is waiting for our courier partner to collect your package. This usually takes about 1-2 business days so I estimate that your package will be on its way to you by next Monday. Once your package is collected, you'll receive an automated email with tracking information.
   
  A more accurate shipping estimate should have been provided to you and I acknowledge that this was a poor experience. I'll be monitoring your replacement order to provide you with more updates and make sure that we don't run into any more delays. In the meantime, please let me know if you have any questions or concerns I haven't addressed."

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 oculus meta 2 at ****** in ***********************, on sept 3, 2022. I only had the oculus a few days and the right controller did not work respond or anything. I worked they all the troubleshooting with their techs to no avail. I was told to send them the right controller which I did. They told me they would send me a replacement and they are still jerking me around. The oculus is inoperative without the controller and is stuck in pairing mode. I have contacted them numerous times and they keep telling me they are working with their techs. All they have to do is send the right controller replacement. I can not use it this way it completely useless. I have tried numerous time to simply get my replacement and are not making g it easy. At this point I would return the item but without the replacement I can not. Therefore if they are not going to honor sending the replacement then I want a full replacement or a full refund. Its already October 19 th and this has been going on for weeks. Ive had enough of this just get me my refund or replacement. Thank you *************** **************

  Business Response

  Date: 11/01/2022

  On behalf of the Meta Store Support team, we're very sorry to hear that *****'s replacement order took much longer than expected to be shipped and we apologize for not providing accurate expectations. We're happy to confirm that *****'s replacement order has finally shipped and was delivered on October 27th 2022. Our support team also provided ***** with a digital credit as additional compensation for the delay. We appreciate *****'s patience and apologize again for the poor experience.

• Initial Complaint

  Date:10/19/2022

  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 recently bought the oculus quest 2 last Christmas in 2021. There is a 2-year warranty for any parts that go bad. Well September 11, I dropped off the right controller for the oculus quest 2 because it has a warranty and was approved to be replaced. Meta store received the controller and accepted the return on September 14. I have emailed every week since September 28 because it was well past the 7 days that it should have taken to just send a replacement. None of the support will help me get this resolved they keep telling me they sent this ticket to their specialized team, and it should be resolved quickly. Keep in mind they have been saying this since September 28 and here we are in October now well over a month since I've returned the controller and no contact or update on a resolution unless I reach out. I just want a replacement right controller so my daughter can enjoy the oculus we spent over $300 on. My request number for this case through meta support is *******.

  Business Response

  Date: 10/25/2022

  We're very sorry that *******'s replacement controller order was so excessively delayed. The Meta Store Support team acknowledges that this is a poor experience outside of our standards and we thank ******* for all of their patience. We can confirm that the replacement order is finally shipped under *** tracking number 1Z2E3A690326742633. (Please note that since this package was just assigned a tracking number today, October 25th, it may take up to 24 hours for the tracking number to show updates.) ******* may have also received an automated email with this information. If ******* needs additional support, our team will be available to assist.

• Initial Complaint

  Date:10/18/2022

  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 sent in both my meta quest 2 controllers while under warranty for replacement and as of 9/16/22 they were both accepted for replacement and yet its been a whole month and all I've received from support is their apologies, I just want my controllers so I can play my meta quest 2 controller codes that meta sent me (1WMHCL80VM1383) (1WMHCRA1EL1384) I also have the emails themselves if I must forward it to you guys I will please help me. send me my controllers.

  Business Response

  Date: 10/24/2022

  We sincerely apologize for the excessive delay in processing our controller orders. This issue was caused by a technical error but we're happy to confirm that the issue is now resolved. On Saturday October 22nd a member of the Meta Store Support team confirmed that *******'s replacement orders are processed and should be in transit soon. Our logistics team has confirmed that while the Quest 2 replacement controller issue we had has been resolved, the launch of the Meta Quest Pro on October 25th will add an additional strain to our warehouse team. We expect that these replacement controller orders will be in transit by the end of the week. Our team will continue to monitor *******'s orders and update Aivaras accordingly.

• Initial Complaint

  Date:10/16/2022

  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 Meta Quest 2 in ***** on 6/18/2022, where I work for the ** government. The device I received was defective and I sent off for an RMA replacement(replacement received on 7/13/2022), the device failed 2 weeks after delivery, I sent off for another replacement(replacement received on 8/18/2022), and that device was damaged on delivery, so I sent off for another replacement(replacement received on 9/22/2022) . The left controller of that device failed so I sent off for another RMA of just the left controller (replacement received on 10/4/2022) which was also defective. At this point, I no longer want this device as Meta has routinely failed to resolve their hardware issues. On top of that, they RMA process is time consuming and requires me to take off work to ship their products back to them, and since their only shipper, ****** doesn't have a large presence in *****, this is extremely difficult. I don't want this system anymore. I've hardly even played it since its been broken most of the time I owned it.

  Business Response

  Date: 10/24/2022

  A senior member of the Meta Store Support team reached out to ******* to offer a full refund of their Quest 2 unit. ******* requested to receive a new (not refurbished) instead so as a special exception, our team is currently arranging this replacement. Today (October 24th) ******* was provided with prepaid shipping labels to return their refurbished unit. Once the unit has been delivered to our warehouse, an order will be placed to send a new replacement.

• Initial Complaint

  Date:10/13/2022

  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.

  Back in 11/26/21 - My wife purchased an Oculus Quest 2 for my Christmas gift. It was all working fine until about June of 2022. Upon having issues with the balancing I contacted them to activate my replacement warrantee. They reviewed my issue and immediately sent me information for exchanging my new headset with a refurbished (Meta Store product return (1WMHH84C5R1197) ). Upon receiving the refurbished headset, they did not work! I was able to pair the headset with the app however the balancing was worse than the one I originally sent back. I contacted them again and after some back and forth, they finally agreed to send me another "refurbished" headset (returning item: 1WMHH843E41195). Upon receipt of the 2nd refurbished headset, the headset will not pair therefore I can not set it up for use! I have contacted them on SEVERAL occasions (request: *******) and they keep telling me the same thing and NO RESOLUTION! I have asked them for a new headset and they REFUSE to honor their product! I have even asked for a manager and/or supervisor and was told, ["(13:44:58) ***************** Bin ***********************: I understand that you would like to request for clarification from the higher management from our end. I believe that at the very least, that should be sufficient to address your concerns regarding this matter. However, as I checked into this, it seems that even the higher management would advise you the same update as I have advised from my end. I would not want to inconvenience you unnecessarily."] This was quoted from a chat session. Excuse after excuse, nothing but a run around game! It's been about 3 months that I am sitting with this $500 paperweight! I bought 2 headsets for my sons and they have NO SUCH ISSUE! I would either like my money returned or a new headset that WORKS! - I would prefer a headset that works.....

  Business Response

  Date: 10/25/2022

  On behalf of the Meta Store Support team, we're very sorry to hear that ******* has been dealing with device issues for so long without a clear resolution date. On Wednesday October 19th our team arranged for another replacement headset to be sent to ******* as our refurbished units have been updated so that our users can pair their devices without experiencing the reported pairing issues. We apologize for the long delay in resolving this issue and thank ******* for their patience.

• Initial Complaint

  Date:10/13/2022

  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.

   
  Complaint: 18209122
  
  I am rejecting this response because: I don't feel there is any genuine compassion or willingness to make sure this doesn't happen. I feel this is simply a way for the company to try and save face and place the blame onto someone else. I feel like the only reason that anything even happened was because I kept complaining. There is no effort to try and actually take action about it.
  
  Sincerely,
  
  *************************e going to do and send me a replacement controller. I didn't want to have to do this but I thought if I were to do this it may make them realize that they should be taking these concerns and irritations of fellow Oculus customers more seriously.

  Business Response

  Date: 10/21/2022

  We're very sorry that *******'s replacement controller order was so excessively delayed. The Meta Store Support team acknowledges that this is a poor experience outside of our standards and we thank ******* for all of their patience. We can confirm that the replacement order is finally shipped and is estimated to be delivered this week via **** A member of the Meta Store Support team has also shared this information via email. If ******* needs additional support, our team will be available to assist.

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18209122
  
  I am rejecting this response because: There has been no effort to try and make it right with me. All that they are saying is that it will not happen again and that they have since resolved their issue. Meanwhile it was okay for me to have to deal with this and they have made no effort to do anything besides their "heartfelt apologies".
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/24/2022

  Our original response does not shift any blame for *******'s poor experience with their replacement request. Again, the Meta Store Support team acknowledges that this is a poor experience outside of our standards and we thank ******* for all of their patience. To address *******'s additional concerns, we can confirm that action has already been taken "to make sure this doesn't happen" - the technical issues that cause this delay have been resolved so all of our affected customers should not see any further delays. Our customers' experience is our highest priority regardless of the number of complaints received. As *******'s replacement controller was delivered on Friday October 21st, their desired settlement has been met. We do appreciate *******'s honest feedback and we are glad to have resolved this matter.

• Initial Complaint

  Date:10/12/2022

  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.

  My son bought the oculos meta quest 2 a few months ago. Everything was working great until it almost started a fire in our home while charging. The power cord literally melted into the headset and we smelled electrical smoke, thank god. I have seen thousands of complaints of this happening. Luckily it was still under warranty and they agreed to replace the headset. I received a return shipping label and sent it in to be replaced. I followed the tracking and saw they did receive the damaged headset. That was the last I heard of anything without me contacting through their chat option. I signed up to have a phone calling they never fulfilled . Since they received the headset I have been jerked around more than any other company. Vague answers of it shipping, being held up in receiving, etc. every time I talk to somebody through chat they tell me something different. The last email I got said they approved the return and will be sending it out. Then I talked to a customer service rep through chat that said they hadnt seen that communication/ My son spent a lot of money on a headset that could have started a fire in my home. I just want the replacement headset that he deserves and in a timely and clear manner. I have never deat with a company that is so awful at communicating and following up. My rma numer is *************** I hope this matter can be resolved. Nobody should pay so much money to get the runaround in such a way!!

  Business Response

  Date: 10/13/2022

  On behalf of the Meta Store Support team, we're very sorry for the delay in processing *******'s replacement order. We're happy to confirm that the delay was resolved and the replacement order was shipped this week under ***** tracking number 580948542077. This package was delivered on Wednesday October 12th. ******* was contacted via email with this tracking number. If ******* has any issues with their replacement headset, they can reach out to us via their current support ticket.