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

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  Facebook Reality Labs

  4720 Forbes Ave Oakland, PA 15213-3701

• 

  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:09/12/2022

  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.

  At work, we earn company money by volunteering our time or doing wellness tasks. I saved up to mine to buy the Meta Quest 2. The purchase was made in April 2022. When I received the package, I noticed one of the controllers was not working. I contacted support and they had me return my controller and they sent me another one right away. In June 2022, my screen had a vertical line issue and the screen became unusable. I ent my new headset back and was sent a refurbished one. In August 2022, the headset screen got stuck trying to continuously down a file and would not reset. I had to send that one back. I was then given another refurbished headset that would not pair with my account. Doing the factory reset did not fix that. **** asked for me to return that headset. Saturday, September 10th, I received my fourth headset. It will not pair with my phone and has a message that says "To access your Meta Account and avoid a factory reset, update my device with the latest software."It also goes on to state that it needs to be plugged in and connected to the wifi. If I cannot pair my headset to my account, I cannot connect it to the wifi or pair the controllers. I contacted customer support and was told "********** **************: Alright ***. upon further checking, we're already aware of this type of concern and our Engineering team is already working for a fix. We're actively doing our best to resolved this matter as soon as possible."I have not heard anything. I have seen others with the same problem comment about their frustrations on my post or created their own in a forum setting. I have purchased subscriptions for working out. I have purchased additional gear to enhance my VR experience. I am very disappointed in the quality of the products I have received. Not everything is a "factory reset" kind of fix.I am requesting a "NEW" headset with all the updated software. If I have any more issues, I would like a refund.

  Business Response

  Date: 09/21/2022

  A senior member of the Meta Store Support supervisory team has reached out to *** to take ownership of the resolution of this technical issue: "Our team has confirmed that they've made some adjustments that *** fix the pairing issues for our users. Can you check your headset and let me know if you're still having trouble? If so, I'll be sure to pass along your feedback to our team." *** responded confirming that they still cannot pair their device and provided screenshots as a reference. Our team member responded stating: "Thank you so much for the quick response and the screenshots. I've been told that a firmware update is going live - can you please let me know if you don't receive a prompt to update by the end of the week?" We'll be passing along all feedback to our engineering team to help resolve this pairing issue as soon as possible. We completely understand ***'s frustration and appreciate their continued patience.

  Customer Answer

  Date: 09/22/2022

  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:09/09/2022

  Type:Delivery 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.

  Hi,On the 20th of August I placed an order on following items:- Meta Quest 2 128GB -Elite strap for Quest 2 with battery My order number is: ***************** The Elite strap was delivered to me in just a few days (24th of august), no problems so far. At this point I was curious as to when the other item would be arriving, so I checked the order status page I saw that the headset had still not been shipped and lacked a tracking number. The status on the webpage said "Order placed" for this particular item. At this point I contacted the meta support team to inquire about the status of my order and asking for a rough estimate for when I could expect my headset to arrive. I've now had a almost 3 week long conversation with the support team, trying to get ANY type of information about the whereabouts of my order. They keep pushing away responsiblity to the "warehouse team" or "logistics team", saying that they don't know, that they need information from the warehouse team etc. During this 3 week peroid, I've not received a single substantial response from the support team. Every e-mail is a different version of "we don't know" or "we'll get back to you when we know more". When it started becoming apparent that they were not taking my inquiries seriously i asked them to refund me for the headset, but apparently they can't do that either. According to the order confirmation e-mail i received when I placed my order no billing would occur before the item was ready to be shipped, but I can see that i was billed for the strap on the 21st of Aug and the headset on the 23rd of Aug. The item is still in status "Order placed" and does not have a tracking number, so as far as i can understand the headset has still not left the warehouse. If possible I would like the headset to be delivered, if that's not possible I would like to be refunded. The support ticket I currently have open with the meta support team is : *******. Sincerely.

  Business Response

  Date: 09/14/2022

  A senior member of the Meta Store Support team has reached out to ****** via email: "I've personally reached out to our logistics team to understand what's going on here and unfortunately, your order is part of a small number of purchases that have remained open. This technical error is currently being audited but for now, I don't have additional details as to why your order is still in the processing stage. However, I'm happy to confirm that our logistics team can get this order canceled for you. If you would like to reorder your Quest 2 headset, I'll be more than happy to provide an additional credit to your account for the inconvenience. I also understand if you would just prefer to receive a refund and purchase your headset with an authorized seller." ****** has confirmed that they want to receive a full refund and our team has confirmed that they will be sharing an update as soon as possible.

  Customer Answer

  Date: 09/15/2022

  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:09/06/2022

  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 an Oculus Quest 2 on December 9, 2021. On July 7, 2022 I contacted Oculus/Meta about the headset not working. A quote from Oculus: "You have two options on returning it you can use the *** shipping label that we will create for you and we can process you a replacement with a timeline of **** business days." Since 7/7/2021 I have corresponded via email without success. Oculus/Meta continues to claim an internal problem on their end and cannot process my return. Another quote: "I would like to inform that your case has been coordinated with the Specialist of the team as we encountered an error while setting up the replacement." Again no resolution. Eight weeks now and my warranty runs out in December! Do they realize I am a senior citizen and a veteran using a wait and he will go away?? Please help.

  Business Response

  Date: 09/15/2022

  On behalf of the Meta Store Support team, we sincerely apologize for the delay in arranging *****'s replacement order. On Tuesday Sept 13th we confirmed via email that a replacement order had been placed. *****'s replacement order is estimated to be delivered before the end of the month. We'll continue to update ***************** email on the status of their order and remain available to address additional concerns.

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17922941
  
  I am rejecting this response because:

  Meta states that, "On Tuesday Sept 13th we confirmed via email that a replacement order had been placed." and provides an estimate of delivery.  Meta has only placed an order and has not committed with appropriate tracking information leaving the option to delay further.  Meta has not offered any value for my time or for the lack of use. I have now been waiting for months; no trust has been established.

  When I receive a firm statement that the "order" has shipped with tracking information then I will still need to confirm that the new unit works.  Upon confirmation of receipt and working order of the device I will accept that a resolution has been reached.

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

  Business Response

  Date: 09/19/2022

  *****'s replacement order was shipped on September 15th and delivered today, September 19th under *** tracking number 1Z2E3A690325102933. We're sorry for not having an estimated delivery date sooner and appreciate *****'s patience.

• Initial Complaint

  Date:08/24/2022

  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.

  *** submitted my complaint to meta about a headset tbat caught fire while charging there are many other complaints online after i researched the issue i requested a refund and was told to ship my product back to them and i have done this i was told to wait a day or two after the product was received now im receiving an email that says 5 to 7 days. I feel like theyre giving me the run around on my return this is the second complaint ive had to file with the bbb over this issue. The item was received days ago at the meta company i shipped everything back so i donf understand the hold up. **** even emailed me to let me know it was received but ive gotten two diff emails from them with two different timelines. It wasnt until the product was received that they emailed and told me 5 to 7 days

  Business Response

  Date: 08/29/2022

  On Wednesday August 24th a member of the Meta Store Support team contacted **** via email: "I'm very sorry for any confusion with the information and timelines we've shared.  There are different timelines for different parts of the process. 
  I was able to confirm that the hardware return has been booked into our system, so we'll be able to submit the refund request now.  We'll do our best to get this submitted tomorrow morning for you.  Typically customers receive the email with instructions on how to claim your refund within 1-2 business days of us submitting the request. I'll follow-up with you again once the request has been submitted." By Friday August 26th Dawn's refund was processed and their support ticket was closed. **** has not reached out to our team since then. If **** still needs support, we're happy to help.

• Initial Complaint

  Date:08/24/2022

  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 was given the run around from Meta after having to send my device in to get fixed which took over 3 months. They gave me a store credit of $50 which will expire in April 2023 The credit isn't working and I have spent over an hour and a half fighting with someone over text regarding this. Drovnick had the audacity to tell me to change the address of my credit card (CC) to see if that works... I cant do that because then the CC wouldn't work.He refused to actually read what I was typing and finally said that the credit couldn't be used for in app purchases. I said thats fine but then why isn't my CC able to purchase it. He said to remove my CC and try again and I did and it still didn't work. I even added another CC and it didn't work. He asked me to reset and I did and no luck, then said to use another device to see if it works. Another headset. I only have one. I am not rich. He then said to use another phone from the one I am using. See above reply. I am absolutely disgusted at how I am being treated. You guys messed me around so much before that I was scared to ever use jt again. And now that I am I cant do anything with it. Drovnick does not read what I type. He comes back with outrages suggestions even though I have repeatedly told him what the issue is.I have done everything in my power to just purchase something and I can't. The help I have received is absolutely below par and I am very upset. What is the point of me holding onto this device if its just going to be worthless to me? There is nothing wrong with my wifi, my CC, my location, my headset, or my phone. I have removed and added my CC nd even added a new one and its not working.Drovnick does not or will not actually try to help me. I am so disappointed. I may as well throw the whole thing in the trash. One more thing. If it was the CC that was an issue how am I being charged a subscription monthly for the ***** app I use on Oculus. I am angry and upset and so done with this.

  Business Response

  Date: 08/30/2022

  The Meta Store payments team confirmed that *********'s payment issue was resolved. On Wednesday August 24th a member of the Meta Store Support team contacted ********* via email to update them: "To begin, we wanted to apologize for all the inconvenience this caused you. This is definitely not the experience we want you to have with us so let me extend my help. After investigating further, Meta Quest may have identified the cause and resolved it. Please go ahead and purchase again in the Meta Quest store and use the store credits that you have. If the issue persists, please let me know right away so our specialist team can investigate it further for you." ********* has not contacted our support team since this day so we assume that this issue is resolved.

• Initial Complaint

  Date:08/11/2022

  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.

  On June 28th I contacted Meta support in order to inquire about accidental damage to a controller from my VR Headset. I was seeking a quote to repair or replace the controller so I could provide this information to my credit card insurance provider to whom I was making a claim. My insurance requires verification of this item being repairable or replaceable and the amount that would be paid by me for this. I was informed by Meta that they do not repair these controllers and that the nature of that the damage to controller is not covered under warranty. However, in a subsequent email Meta said they would replace the controller anyway free of charge. At their request I sent my damaged controller, which they received July 8th. As of August 11/22, and since my initial support claim I have been promised several deadlines but I have not been given a reason for the delay. I have a large email trail of support reps either making excuses or giving me the runaround but no valid reasons .Since I already have an insurance claim with my credit card provider I have asked Meta on several occasions to verify that my damaged controller is not covered under warranty and cannot be repaired, this way I can continue my claim with my insurance company. They have completely ignored my request and have made me wait an unreasonable period. They are basically holding me hostage due to the fact that they will not provide me with this information and they will not send me a replacement. Over a month waiting is unacceptable for any return or refund when they have my property which I send them in good faith. I simply want them to admit they do not replace damaged controllers (as is their policy) and do not provide repairs or quotes to repair (as is their policy. This way I can continue my insurance claim and receive reimbursement from insurance. I am not asking for anything free from Meta.

  Business Response

  Date: 08/29/2022

  Today (August 29th) a senior member of the Meta Store Support team contacted Al via email: "You may have already been notified via email but your replacement controller order has finally been prepared for shipment. You can track your *** shipment here but keep in mind that it may take up to 24 hours for an estimated delivery date to appear. I completely understand your frustration given that your new controller order was shipped so quickly. Unfortunately replacement orders are not processed with the same inventory, which I know can be confusing. I appreciate your honest feedback about this experience and I've already passed it along to our team." On behalf of the whole Meta Store Support team, we sincerely apologize for the unacceptable delay in processing Al's replacement order. As compensation, we'll be applying a credit to **'s Meta account to be used towards purchasing digital content.

  Customer Answer

  Date: 08/30/2022

  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,
  
  Al De Ascentiis

• Initial Complaint

  Date:08/10/2022

  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 the Meta - Quest 2 Advanced All-In-One Virtual Reality Headset - 128GBfor my son on October 7, 2021 from Best Buy. July 24, 2022 his left controller stopped working and the headset would not allow him to reset it. We spoke w/ Meta Support and they suggested that we return both the headset and the left controller to them for a return/replacement. We did, with the Fed Ex return labels they provided, and they were received by Meta on 08/05/2022 (we shipped them on 07/30/2022). Fast forward to 08/09/2022, I received an email stating my replacement had been shipped, however, after emailing Meta Support, they stated they only returned the headset replacement to us, and there was no trace of the left controller. They were going to open an investigation as to what was going on, but could not provide a timeframe. Further chats w/ Meta Support revealed that the investigation they were opening would first be with Fed Ex. I was upset and asked them why would they open an investigation with Fed Ex, when it was clearly delivered to their facility on the same day as the headset. The issue and investigation should be internally. However, the crux of this is that I am still without a product that I paid for, and returned timely, and they cannot provide me a resolution. Sending only part of the replacement does absolutely nothing, as my son still cannot use the product without all working parts. Meta Store states that replacements are sent within 3-5 business days, and they will be beyond this timeframe with this new investigation. They have failed to keep up their end of the business deal, and I, as the consumer, and sitting in limbo. Ideally, they should have sent a left controller while they conduct their investigation, since this is not Fed Ex's fault, nor is it mine. I am submitting proof that the item was delivered to their facility, signed for by an employee, and the investigation they are opening is simply delaying the replacement at my cost.

  Business Response

  Date: 08/17/2022

  On behalf of the Meta Store Support team, we sincerely apologize to ******* for any disappointment with their replacement experience. We're happy to confirm that a replacement left controller was shipped and on Monday August 15th, a member of our team reached out via email to confirm that the package arrived: "I can see you have received the controller on our system, and I want to follow up to check if everything is in working order. In case you also have any other issues since we last spoke, don't hesitate to mention on the reply, as I would like to help the best I can." We haven't received a response but if ******* needs additional support, we'll be here to help.

• Initial Complaint

  Date:08/05/2022

  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.

  DETAILS: RMA Number: *************** Serial Number: **************

  Business Response

  Date: 08/11/2022

  On Friday August 5th a member of the Meta Store Support team reached out to Muheet regarding their replacement order: "This is ****** from Meta Store Support, and this ticket has been endorsed to me for further review.
   
  Upon checking into this, it looks like you want to get an update in regards to your replacement, let me go ahead and further check this out for you, so I can provide information on this further.
   
  I appreciate you for providing your shipping address and your replacement order information. Upon checking into this it looks like it has been stuck ever since May. We really do apologize as this was not intentional on our end. Before I proceed to the next step, can you please let me know if you have sent out the whole Quest 2 kit or just the headset only?
   
  I asked so we can send out the right items out to you before I proceed to the next step."
  
  Unfortunately we did not receive a response and followed up on August 9th. We're still waiting to hear from Muheet so we can resolve this issue.

• Initial Complaint

  Date:08/04/2022

  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.

  Oculus Meta Support sent me a shipping label and agreed to send me new replacement controllers. Originally I was promised once they received mine they would ship a new one to me in 1 to 3 business days. I never got a email that the new one was sent so I contacted oculus through email and WhatsApp business. I cant reach anyone over the phone. They then told me to be patient. After 3 weeks nothing. I contacted them again asking where my oculus controllers? They said a replacement will be sent. They said be patient. I waited another week they sent ONE controller back contacted them again and I was told the other was in process that they will notify me with a update. I have contacted them many times after that and they tell me same thing without any resolution. I asked please send me my replacement repeatedly. Now almost 2 months later I still havent got my left controller back and when I contact them on WhatsApp they will not respond to me anything further. They pretty much stole my controllers and obviously hoping I forget about it.

  Business Response

  Date: 08/11/2022

  A senior member of the Meta Store Support team has contacted ******** via email this week: "I've raised your case with our Logistics team to have a better understanding of why your other order has been so delayed. Unfortunately, left controllers tend to have more issues than right controllers (as you implied in your last email) and we process more replacement orders for one over the other. Our team is waiting for our left controller inventory to be replenished so that we can process pending orders like yours. While I've been told that a new shipment of left controllers is pending, with your device no longer being manufactured inventory is limited and I haven't received a specific timeframe.
  
  I've pushed our Logistics team to offer an alternative solution and I'm waiting for updates but in the meantime, I wanted to contact you directly and give some additional context regarding this excessive delay. I know this is a very poor experience for you and I'm looking into every option we have to make this right. I'll be sure to update you again before the end of the week but please let me know if you have any questions or concerns."
  
  Our team has reached out again today (August 11th) to confirm that additional inventory is expected to arrive soon. We'll continue to update ******** regularly regarding their replacement order.

• Initial Complaint

  Date:08/01/2022

  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.

  We purchased an oculus quest 2 in february for my sons birthday its less than six months old. About two weeks ago it CAUGHT FIRE while charging! When contacting the meta store to resolve the issue i have got nothing but emails from them giving us hurdles to jump through. Less than six months old and they are so far refusing to fix the problem im very upset! Not only does it upset me that meta takes days to respond to a single email or that they have been stringing us along for two weeks now when i look online for a recall i find out that 4 million recalls were issued due to the face piece causing a rash. But NOTHING has been issued about the fire hazard atleast nothing that ive found yet. And there are many people having the same issue

  Business Response

  Date: 08/02/2022

  We're so sorry to hear that Dawn's son's headset malfunctioned after only a few months of use. The Meta Store Support team has offered **** a full refund for their Quest 2 headset. On August 1st we requested a receipt for Dawn's original purchase in order to process an accurate refund. After **** implied that they may have paid with cash, we responded confirming that without a receipt, we would process a refund for the **** price of 299 USD. We're currently waiting for Dawn's confirmation of how they would like to receive their refund and will proceed accordingly.