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

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  Facebook Reality Labs

  4420 Bayard St Ste 100 Oakland, PA 15213-1530

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  Facebook Reality Labs

  131 15th St Pittsburgh, PA 15222-4265

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  Meta Store

  19800 MacArthur Blvd #450 Irvine, CA 92612

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/24/2025

  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.

  Im filing a complaint against **** regarding a denied refund for ***-Ban Meta smart glasses. I returned the product in good faith, but **** refused the refund, citing that the glasses were activated. However, nowhere in their return policy does it state that wearing or activating the glasses voids the ability to return ********* most consumers, I briefly wore and activated the glasses to assess if they would work with my prescription needs. They did not. I promptly returned the product, following Metas instructions and within the allowed return window. Later, I was informed the return was rejected solely due to activation.This condition is not clearly disclosed anywhere in the policy, product page, or return instructions. Had I known that activating the glasseseven brieflywould forfeit my refund, I would not have opened them at all. No reasonable person would risk trying on a product if the refund policy secretly hinges on that.I reached out to Metas support multiple times. I received conflicting responses, including one representative who admitted the policy language was unclear. **** ultimately closed the case with no resolution.I believe this is misleading and unfair to consumers. If activation voids returns, it should be clearly and prominently disclosed before purchasenot buried or implied after denial.I am requesting:1.A full refund for the returned product 2.Transparent revision of Metas return policy 3.Assurance this wont affect my future account or purchases I have all supporting documentation available upon request, including proof of return, Metas correspondence, and timeline of events.

  Business Response

  Date: 07/25/2025

  We were able to locate the customers ticket, and their case has been escalated to a member of our Meta Store Support escalation team. That member will work to address the issue related to the customers refund request.
  
  
  To be clear, a user is definitely able to use a device before they send it back, and as long as a refund request is initiated within 30 days, there usually isn't any problems. It looks like something caused this particular case to be denied, and the member working on the case will look into what caused it, and why it may have happened.

• Initial Complaint

  Date:07/22/2025

  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.

  On June 23rd 2025 I reached out to **** customer service team with an issue and within the warranty period. I explained that my left gaming controller for the Meta Quest 3 VR headset would would intermittently disconnect during a gameplay. They suggested I send it in for a replacement under warranty. Here is my ***# **************** which has all of the case information within ***** *** was delivered to the *** facility from ********** to ***** on June 30th. **** responded telling me "The replacement controller will be returned to me within 5-7 business days." I reached out multiple times throughout the month for an update. I was always met with, "We are not sure, we don't have any update for you at this time, etc." This went on for a month and we were way past the turnaround window time frame.I waited a month after I sent in my faulty controller and the status online now showed my *** was cancelled. Mind you, I've been going back and forth with their customer service all month on empty promises, lies, and unmet expectations and they still have no idea where my replacement is or any idea when or if it will be sent out and now they cancelled the replacement without sending me a new one. We have already escalated the issue multiple times to the investigation team at **** and they never had any answers either and no one knows where my replacement controller is and no updates on the case or any hopes of getting a new replacement. This is unacceptable service especially from such as well know billion dollar organization/company such as ******** ****. There are also tons of complaints all over the web with customers facing the exact same issue. This is huge and we are being lied to in hopes we just forget and let the matter drop. Enough is enough. Please assist me on investigating this fraudulent warrant and *** return process of *****Thank you.Sincerely, **** ******** ************************************************************************************ ****** ************

  Business Response

  Date: 07/23/2025

  We were able to review the customers case, and have seen that it is still open and being investigated by our logistics team to determine what is going on, and how best to resolve the issue. The *** in the system does appear to have been cancelled, but will not impact their ability to receive the ***, our team will recreate it once they're able to.
  
  While this may be taking awhile, we can only ask for some additional patience, as the team investigating it is working as diligently as they can to resolve the issue.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23634087
  
  I am rejecting this response because:

  First of all you contacted the wrong people. You contacted their basic customer service that knows nothing of this processes and can't do anything about it. This is the same message I have recieved for the last month over and over telling me to be patient with no updates, no knowledge of the issue or whereabouts, or results. No agent knows, no specialized team member knows and no one within the investigation team knows anything about my *** once it was delivered into their hands that they lost and they are continuing to give me the runaround now going into the second month. They made a mistake somewhere along the line and seem to be unwilling to send me a new controller to resolve this quickly and efficiently, but rather stringing this along for months and then cancel my *** probably in hopes I will just forget and move on. They are covering up their mistakes with dishonesty and unwilling to be truly transparent with what is really going on.

  My issue with them is not uncommon. The majority of posts online say the same thing about how they handle the *** process and their dishonest practice needs to be investigated by authorities. Please research this ongoing issue that their customers have to keep suffering through. 

  I don't care to have my replacement controller at this point since it's been lost in their hands for over a month and I no longer care to work with them or wait for another "be patient" response. I am seeking a monetary reimbursement for the equivelant price of a controller which retails on ****** for $150+ after tax and shipping or a full refurbished Quest 3 VR headset and controller set in compensation for their mistake and major hassle Meta has put me through. This will be their only saving ***** at this point to make things right. This is the only outcome I will be happy with at this point moving forward. 

  No more waiting, no more telling me to be patient for months without any answers or conclusive updates. This is completely unacceptable and I want a monetary refund or a full refurbished quest 3 headset and controller set to move on with my life. 

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

  Business Response

  Date: 07/24/2025

  We were in touch with the team doing the investigation, and the agents the customer has been speaking with, are also in touch with the team doing the investigation.
  
  We will be replacing the controller, we are just waiting for our logistics team to resolve the issue that is preventing the controller that the customer sent in from being reported as returned to our warehouse. Once it's been verified that it was returned, a new RMA will get setup, and the replacement will go out.
  
  We only provide refunds for items purchased through us, and only for the amount that was paid. We also would not provide a replacement of a full kit, for an issue that only requires a replacement of the controller, as that is what the customers warranty calls for.
  
  At this point, the only thing the customer can do is wait for an update from our team.

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23634087
  
  I am rejecting this response because:

  This shows bad faith, bad business ethics, slow inefficient service, not taking responsibility or being held accountable for your inefficient process, lack of care or concern for the customer leaving this so open ended like this. It is extremely unprofessional for Meta to lose my RMA and now I have had to pay the consequences and not be able to use my $550 product and wait going into 2 months for Meta Store's mistake while they tell me it is being investigated. Why is it so hard to simply send out a replacement even if Meta had issues with their system on their end. All **** tells me is wait longer without any sort of willingness to compensate or provide transparency to their customers. This is unacceptable and awful business ethics and customer service.

  We are not talking a couple of weeks to simply put a new controller in the mail, we are talking going into 2 months and still Meta doesnt have an answer, understand the issue, or willing to compensate a refund or to get me out a replacement as soon as possible, but rather make the customer wait while they sort out the companies mistakes all the while they keep the customer in the dark, guessing, and with no time frame or eta. I am being held up by their issue and they are making me suffer for it. 

  I reiterate, on reddit, on ****** search there are many complaints of this same case and issue where Meta has lost the **** is non responsive, and these cases go on for months and some without resolution. My case is not uncommon and that's why there needs to be serious accountability, changes, and investigation. Here are just a few threads or nightmare stories dealing with Meta Support. I've also attached ****** AI's summerized response of the majority of complaints over the internet towards Meta Stores **************** and RMA process. 

  ***********************************************************************************************************************************;

  ******************************************************************************************

  ************************************************************************************************************************

  I am also posting evidence of my broken controller being sent and then recieved by their RMA facility and signed by their employee. Once again, I am the one they are punishing by holding up this case for months without any sort of efficient resolution in sight. Just empty words and promises and get repeated verbatim. 

  I have given them my original receipt and proof of purchase as well. 

  The way Meta could have made this better for a more professional and pleasant experience is, be very transparent informing me it has arrived at their facility, but there is a problem with the system. No worries, we will still get out a new controller right now while we try to figure out the issues on our end. A few days pass and I have a new tracking number of the replacement and within days I am taken care of and using my Meta product. This is their problem, their mistake, their issue, but they are making the customer suffer and pay the consequences with an endless loop of leading on, no one knows what's going on and no time frame. Absolutely unacceptable and frustrating. 

  At the least, you guys could have offer me a hefty store credit and I mean hefty, told me it's going to be months of investigation, and compensation as an apology to show you care about your customers, but instead, I am asked to keep waiting with no end in sight. It could be months, possibly even 6 months to a year and no one knows and no one is telling me anything. This is the perfect setup that pushes the customer away giving up and I bet that's what they are banking on. 

  I still have no estimate on when or if I will ever recieve my replacement. Now I am just another victim statistic on ****** by Meta Store Support. 

  
  
  **** ********

• Initial Complaint

  Date:07/19/2025

  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 Jul 6, 2025 I placed order #*************** on ****'s website. I was pleasantly surprised with the quick turn around for delivery. When I received my package I noticed that my order was missing a pair of Meta Ray ban glasses. I ordered 2 pairs. ******* Meta Wayfarer, Matte Black / Clear to Graphite Green Transitions, StandardSerial number: 2Q37S11H5L0192 and ******* Meta Wayfarer, Shiny Black / Clear, Standard Serial number: **************. I only received the Wayfarer shiny black clear pair. I assumed there was a possibility that the missing pair were being shipped in a different package so I immediately reached out to meta support. When I spoke with the agent we both came to an understanding that both pair of glasses were supposed to be shipped together. The agent created a ticket and told me that an investigation would need to take place and that someone would be reaching it out to me in 48 hours. It has now been 2 weeks and I'm honestly overwhelmed at this point of going back and forth with different agents who clearly don't know what is going on and replying with general repsonses. I keep getting emails asking for the same information that I provided days before. I can't even confirm if I received the correct shipping box/label due to the delivery photo being a picture of a wall and not my package. Dealing with this issue has caused me to return the pair that I did receive. I've asked to be connected with a supervisor or be reached out by one and still no update/response. I want nothing to do with this company and just want my money back from the pair that I did not receive. I am trying to avoid disputing the charges with my bank. This is my last resort before disputing and I'm hoping we can come to a resolution. I do not want another shipment or replacement sent out to me. I want my money back.

  Business Response

  Date: 07/20/2025

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

  We understand the importance of receiving orders in a timely manner, especially during this period. However, there are unforeseen circumstances beyond our control that may cause delays. Our team requires further time to investigate before providing a resolution. Rest assured, we will update the complainant as soon as more information becomes available. In the meantime, we kindly ask for their continued patience and understanding while awaiting an update on the case.

  To avoid confusion and ensure efficient communication, please advise the complainant to reply to or wait for updates on the existing case rather than creating a new one.

  Thank you!

  Customer Answer

  Date: 07/20/2025

   
  Complaint: 23623953
  
  I am rejecting this response because: I have been told multiple things from different customer service **** and Continue to get the run around. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/26/2025

  Hello there,

  Please inform the complainant that upon checking their order, we can see that the package has already been delivered and the device was activated under their name. If they have not received it yet, kindly ask the complainant to check with their household to see if someone has the package. Thank you.
  

• Initial Complaint

  Date:07/18/2025

  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.

  My name is *** **********.I purchased a Meta Quest headset and multiple games through my ******** account (******************************************), which was connected to my Instagram account (@joeknowshomeloans). My Instagram was hacked, and the attacker also accessed my ********* causing **** to disable it *************** I cannot access any of my paid Meta Quest purchases. *** submitted multiple support requests to **** and have now hit their case submission limit with no resolution. This is both a consumer rights issue and a loss of access to paid digital goods.**Requested resolution:**- Restore access to my paid Meta Quest headset and games - If not possible, issue a full refund My email is ********************** My phone number is ************ I reside in *******.

  Business Response

  Date: 07/18/2025

  Hi Team, 

  On behalf of the Meta Store Support team, were so sorry to hear that your account's hacked and eventually got disabled. We know the importance of regaining access back into ones account and that this is not the experience we want you to have.

  After carefully checking, it appears that there is no active customer support case, so we encourage you to reach out to Meta Store Support. This will allow us to review the matter with our team.

  Thanks! 

  Customer Answer

  Date: 07/19/2025

   
  Complaint: 23618448
  
  I am rejecting this response because: Youve restricted my ability to contact you. None of your options worked, and you decided to block me from trying. Ive sent dozens of emails to ************** with no response, and I even paid for the blue checkmark to get enhanced support, but it is FAR from enhanced. All you do is send the same links that do not work, over and over again. Please all me to speak to someone on the phone and give me an option other than your generic, useless link youve sent me on every support case. 
  
  Sincerely,
  
  *** **********

  Business Response

  Date: 07/26/2025

  Hello! 

  We appreciate you reaching back out to us! Again, we're sorry to hear about the unauthorized access to your Instagram account, which also affected your ******** and Meta Horizon accounts. While we don't handle ******** and Instagram issues here at Meta Store Support, we want to focus on what we can do to help you regain access to your Meta Horizon account.

  We'd like to set the proper expectation that this has been escalated to our Accounts Team for a thorough review. We're glad to inform you that we have cleared the checkpoint and re-enabled your account. If you need help changing your primary email address to prevent potential security risks or unauthorized access, please let us know.

  If you are no longer able to make BBB submissions, we encourage you to open a customer support case. We have confirmed that the provided screenshot showing the inability to contact "Meta Verified Support" suggests you may be reaching out to ******** and Instagram Support. To contact Meta Store Support, please do check this link as your reference: ***************************************************************************************************

  Lastly, we'd like to clarify that the reason why we're asking for an alternative email address is to ensure no bad actors can gain access to your Meta Horizon account. On the other hand, we recommend you to still get in touch with ********************* for your compromised Instagram account. Here's the link: ***********************************************************

  T***** for your patience and cooperation! 

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23618448
  
  I am rejecting this response because: Youre not understanding my issue. The meta headset is the least of my worries. While I appreciate having access to that again, I NEED someone to help me with my ******** account. The link you provided does not help. Ive even been in contact with a *** from ********, and they have no been able to re-activate my account. 
  

  My next step is letting my lawyer take over, but I would prefer it not come to that. Please help me get access to my ******** account again. Thats my main concern. 
  
  Sincerely,
  
  *** **********

• Initial Complaint

  Date:07/17/2025

  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.

  One 6/16/25 I started a ticket to have a controller replaced under warranty. **************** agreed that it needed to she replaced and started the process. I sent it in and received a the attached email shortly after. It has now been weeks and nothing. When I chat with customer service I get no answers at all. Only generic statements. I want this controller replaced or a refund for the entire device.

  Business Response

  Date: 07/18/2025

  Hi, I would like to start by apologizing for any inconvenience the complainant may have experienced. After reviewing the provided details, I see that the complainant has an active customer support case (#********* regarding their concern about their replacement order, which has not had a tracking update.
  
  We understand the importance of receiving orders in a timely manner, especially during this time. We are doing our best to deliver them as soon as possible. However, there are unforeseen circumstances beyond our control that may cause delays.
  
  The aforementioned case has been forwarded to our dedicated team for investigation. They found that additional investigation is needed for the replacement. As a result, our team requires further time before providing a resolution. Rest assured, they will update the complainant as soon as more information becomes available.
  
  In the meantime, we kindly ask for their extended patience and understanding while awaiting an update on the case.
  
  To avoid confusion and ensure efficient communication, please advise the complainant to reply to or wait for updates on the existing case rather than creating a new one.
  
  Thank you!
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23614243
  
  I am rejecting this response because:
  This is the same run around message that I have been getting for weeks.  There is no reason why I cannot get a direct answer. If the business was to say, it is back ordered or we lost it I would continue to be patient. 
  

  However, blindly asking me to trust a company that will not give me a direct answer is not reasonable. 
  

  The Meta store has the controllers in stock (see attached). Since this investigation has nothing to do with me, and everything to do with ****, I would like a gift card issued for me to purchase a controller directly from Metas website. 
  

  Finally, I want Meta to completely understand that due to their lack of transparency, my patience is GONE. My autistic son uses this device for therapy, we finally found something that helps and now he cannot use it. 
  

  To close, I would like to ask the person responding to this with canned paragraphs the following to see if this response is even read:

  You spend $600+ on quest stuff, controller breaks, under warranty, you send it in for replacement, get an email saying it will be process and shipped, website even says replaced. Then you never get it. Then when you talk with customer support, you cant get a straight answer and they gaslight you telling you just to be patient. 
  
  How would you feel?
  

   

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

  Business Response

  Date: 07/18/2025

  Hello,

  We understand that the complainant is eager to receive their replacement order, and we sincerely apologize for any delays or inconvenience this may have caused. Please let them know that we are actively monitoring the status of their replacement and will update them on the support case as soon as we have any new information.

  We truly appreciate their patience and understanding during this time.

  Thank you!
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23614243
  
  I am rejecting this response because:

  The business response further proves my point and I will not accept their response until a resolution is provided.

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

• Initial Complaint

  Date:07/14/2025

  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.

  Dear Meta Support,Im extremely disappointed with my recent experience regarding my AI glasses order placed on 06/19/2025 through a ******* promotion I received on 06/18/2025. The promo offered the glasses for $299.99 and claimed it would be valid through 08/16/2025. I ordered right away due to limited stock and no restock information.I chose a basic black-clear pair and placed the order with a delivery date of 07/08/2025, just before I was scheduled to move on 07/09/2025. However, the package didnt arrive on time. By 07/14/2025, I found out the order was being returned to ************* contacted me, I tried to update my address or have the package held at a nearby facility. I was told those options were unavailable due to shipping restrictions placed on the order by ****. I had no way to retrieve my package, despite being just minutes from my old *********** Im being told my only option is a refund. But my order was paid for through ******** promotion, which has now expired. I cant use the same deal again, and ***** offer of 25% off still requires me to pay out of pocket for something that was originally offered as part of a ******* partnership.Heres whats most frustrating:The package didnt arrive by the promised date *** couldnt reroute or hold the package due to Metas shipment restrictions A refund wont help because the promo was a one-time opportunity Im now forced to repurchase the item at a higher cost As a content creator, these glasses were going to be an important tool. Im kindly asking that the order be reshipped once returned, or that I be issued store credit for $299.99 so I can reorder .I respectfully expect this to be resolved by either reshipping my order once returned or issuing a $299.99 store credit. I qualified for this offer through a valid ******* promo. After it was promoted to me, I was eligible and received it at no cost.Please help me resolve this fairly.Sincerely,***** **** *************** ************

  Business Response

  Date: 07/15/2025

  Hi, we would like to start by apologizing for any inconvenience the complainant may have experienced.

  We understand the importance of receiving orders in a timely manner, especially during this period. Please be assured that we are doing our best to deliver orders as soon as possible. However, there are unforeseen circumstances beyond our control that may cause delays.

  After reviewing the details, we found that the complainant's order is being returned to us because the courier was unable to obtain the correct shipping address. Please inform the complainant that we sincerely understand the inconvenience this has caused.
  We also recognize the significance of the large promotion associated with this order. However, since the promotion was provided by *******, we kindly suggest that the complainant reach out to ******* directly to inquire if they can provide another code.

  Unfortunately, we are unable to provide this code as it originated from Verizon.

  Thank you for your understanding.
  

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23598534
  
  I am rejecting this response because: Its not being returned due to not getting the correct address. It was the correct address to begin with, however due to the late delivery it was unable to be delivered to that address. *** then reached out to get an updated address, however it was advised that option wasnt available due to the restrictions Meta opted into when sending the package. That for it was return with that note. My thing is how is it being refunded? Im being told I will get a refund, can you answer that? Being I used a promo code and my card was used to solidify the payment? If Im being refunded on my card then that wouldnt be a problem because Ill just reorder for the same value if thats the case. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2021, I purchased a **** (then Oculus) Quest 2 VR headset directly from Oculus/Meta for just under $555 CAD, shipped to my Ontario address. Upon first use, I noticed blurry image quality, glare, and excessive god rays. I contacted Oculus Support within the warranty period. After basic troubleshooting, they confirmed the issue and replaced the full kit (Case #*******).Unfortunately, the replacement unit had the same lens defect. Despite reporting this under a second case (#*******), **** eventually refused further action after the warranty expired. They offered only a paid Out-of-Warranty refurbished replacement, which I declined because the issue was present from day one and reported during the original warranty.This is a latent manufacturing defect, and under the Ontario Consumer Protection Act, goods must be fit for purpose, durable, and of acceptable quality, regardless of warranty status when the defect existed from the start. **** failed to comply with that, and ignored my escalation request when I asked to speak to a ********** filing this complaint to request **** honor its obligations and provide a free repair or replacement for a defective product that was never fit for use.

  Business Response

  Date: 07/14/2025

  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 cases mentioned by the complainant indicate they interacted with customer support way back in October 2023.

  We understand the importance of having the device replaced. However, there are unforeseen circumstances beyond our control that may cause delays. May we please confirm with the complainant if they have had any recent conversations with our support? If they haven't, please ask the complainant to contact our support through the usual channels, and we will be happy to assist them. Once they had the case, please ask the complainant to share the case number with us.

  Thank you!
  

  Customer Answer

  Date: 07/14/2025

  RESPONSE TO BUSINESS (BBB Complaint ID: *********:
  Thank you for your reply.
  This issue began in April 2021, when I contacted Meta Support regarding a lens defect in my original Quest 2 (Support Case #: *******). The lenses produced excessive god rays, glare, and blurriness that made the device nearly unusable. After support reviewed my evidence, **** issued a full kit replacement.
  Unfortunately, the replacement device had the same defect even worse than the original. I once again reported the issue and submitted new evidence, but **** refused further assistance, claiming the unit was out of warranty, even though the defect was present from the start and documented.
  In 2025, I opened a new support case (Case #: ********) to escalate this matter again. I submitted detailed descriptions, photos, and references to the original 2021 defect and replacement history. Despite this, I was denied support or a manager escalation and was told my only option was to pay for a replacement through the Out-of-Warranty program.
  This is not wear-and-tear or damage it's a manufacturer defect. I raised it immediately and followed all procedures. The issue is well-documented in Metas own support history, and denial of help based solely on the warranty window ignores the original defect timeline.
  I have now filed a complaint with Consumer Protection Ontario under the Consumer Protection Act, which protects consumers in ******* from being sold defective products and ensures they are not denied fair redress.
  All I am asking for is a working headset without this known defect not another denial or recycled unit with the same issues.
  Thank you to the BBB for your time and assistance in helping resolve this matter.
  Sincerely,
  ********* *****
  

  Business Response

  Date: 07/15/2025

  Hello there,

  We appreciate the complainant for providing detailed information.

  After careful review, we would like to inform the complainant that we can offer either a replacement or a refund for their device. We will be happy to provide whichever option they prefer. Please share this information with the complainant

  Thank you!

  Customer Answer

  Date: 07/15/2025

  RESPONSE TO BUSINESS REPLY (Complaint ID: *********:
  I appreciate that **** is now offering a refund or replacement, but their response lacks crucial details and does not acknowledge the core issue in this complaint.
  To clarify:
  The issue with my Meta Quest 2 device severe lens distortion was present from the day I received it. I reached out for support while the product was under warranty, and **** repeatedly dismissed the issue. Only recently was it acknowledged as a legitimate defect. This falls under Ontarios Consumer Protection Act, which protects against hidden or latent defects regardless of warranty status.
  Metas current offer is vague. Before I can consider the matter resolved, I need the following confirmed:
  Is the refund the full original purchase price, not a depreciated or partial amount?
  Is the replacement a brand new unit, not refurbished?
  Does Meta acknowledge this defect was present from the beginning and mishandled during the warranty period?
  This issue has been ongoing for years, and previous attempts to resolve it were met with dismissiveness and an out-of-warranty program that placed responsibility on me. I am still seeking a fair and transparent resolution.
  Please have Meta clarify these points in writing.
  Sincerely,
  ********* *****

  Business Response

  Date: 07/18/2025

  Hello,

  We appreciate the complainant for their additional information. 

  Here's our response for their inquiries:

  Is the refund the full original purchase price, not a depreciated or partial amount? 

  - The refund would be in a full original price. However, they will need to return all the components that came in with their original device.

  Is the replacement a brand new unit, not refurbished?

  - The replacement would be refurbished. Rest assured that it goes through a thorough approval process to ensure it is in perfect working condition. Even so, our refurbished unit undergoes an intensive and thorough inspection. Minor faulty hardware is replaced with new parts entirely. The performance is upgraded to its peak, making the refurbished unit as good as new. All of this is done to ensure that the new owner of the refurbished unit gets to experience a top-notch VR experience.

  Does Meta acknowledge this defect was present from the beginning and mishandled during the warranty period?

  - The issue might have been a defect from the beginning as the device should have been replacement.

  However, we would also like to highlight that the complainant should have reached back to us the day they noticed the defect so we can look for replacement options for the device. 

  Let us know what's the complainant's decision on this matter. Thanks!

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23594788
  
  Dear [Meta Support / BBB Representative],
  I am writing to confirm that I accept the offer of a refurbished replacement unit for my Meta Quest 2 device.
  However, I want to express my concern about receiving another unit with similar issues as before. I sincerely hope that this replacement will be thoroughly inspected and fully functional, and that I will not face the same difficulties or denial of service as with the previous defective device.
  Please provide clear instructions on:
  Which components and accessories I need to return to qualify for the replacement.
  The shipping process and deadlines.
  The expected timeline for receiving the replacement once the return is processed.
  Thank you for your attention and assistance. I look forward to a prompt and smooth resolution.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 07/26/2025

  Hello there,

  Please let the complainant know that we appreciate them accepting our replacement offer. Our team will follow up on their active case with customer support ********** to ensure they receive all the necessary information.

  To avoid confusion and ensure efficient communication, please advise the complainant to reply to or wait for updates on the existing case rather than creating a new one.

  Thank you!
  

  Customer Answer

  Date: 07/29/2025

  Thank you for moving forward with the replacement process under support case 08432952.
  While I understand **** has labeled this resolution as a "one-time courtesy," I want to make it clear that my acceptance of the replacement is conditional:
  If the replacement Quest 2 unitwhether refurbished or otherwisearrives with any defects, scratches, lens issues, or other problems, I will immediately escalate the matter through the Better Business Bureau once again and will formally file a complaint under the Ontario Consumer Protection Act.
  I am agreeing to this replacement in good faith, but I fully expect the replacement device to be in flawless, working condition, equivalent to a brand-new product.
  Thank you,
  ********* *****
  
  

• Initial Complaint

  Date:07/12/2025

  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 am ****** *****, the lawful cardholder for a Meta Quest purchase made on my family members account (***************). I authorized the use of my card for this transaction and provided a valid government-issued ID matching my name. **** accepted my payment, sent a confirmation email, and provided an estimated delivery date of July 11, 2025. My child waited all day for this delivery, only to later find out the product had not even shipped because **** placed the order under review without notifying us.When I contacted **** support on July 12, I was appalled by the lack of assistance. Agent *** refused to provide any timeframe for shipping, any resolution, or a delivery date. He claimed to escalate the case but failed to request my ID during the first interaction, causing unnecessary delays. I had to contact support three additional times because *****s repeatedly ended chats without resolution. When *** finally requested my ID, I submitted it promptly, only to be told it did not match the account name, despite my clear statement authorizing Ryyann Diamonds to use my card for this purchase.I then spoke with another *****, Cait, who refused to escalate my case to a supervisor and ended the chat without any resolution. A third ***** I spoke with later was also dismissive and unhelpful. **** subsequently deleted my payment method without explanation and provided no communication about next steps.I am requesting immediate reinstatement of my payment method, fulfillment of my order as originally promised, and a written apology for Metas mishandling of this situation and the distress it caused. I also expect **** to review and update its internal processes to prevent such issues for other consumers. If no resolution is provided, I wish to immediately escalate this complaint and seek legal counsel for interference with a lawful transaction and breach of consumer rights.Order Number: *************** Amount Disputed: $81.76

  Business Response

  Date: 07/13/2025

  Hi, I would like to start by apologizing for any inconvenience the complainant may have experienced. After reviewing the provided details, I see that the complainant has an active customer support case (#********* regarding their concern about their order, which has not had a tracking update.
  
  We understand the importance of receiving orders in a timely manner, especially during this time. We are doing our best to deliver them as soon as possible. However, there are unforeseen circumstances beyond our control that may cause delays. The aforementioned case has been forwarded to our dedicated team for investigation and our team requires further investigation before providing a resolution. Rest assured, they will update the complainant as soon as more information is available. In the meantime, we kindly ask for their extended patience and understanding while awaiting an update on the case.

  If the complainant would like to proceed with cancelling their order, they have the option to do so on their end. They will just navigate their account settings, find the order in question, and select the "Cancel Order" option. They may also place an order again in our store, or can check with one of our authorized retailers for availability. However, if they want to proceed with their order, please inform the complainant that the order is under investigation.

  Also, please let the complainant know that their payment method still hasn't charge yet as it the order still under investigation.

  To avoid confusion and ensure efficient communication, please advise the complainant to reply to or wait for updates on the existing case rather than creating a new one.
  
  Thank you!

  
  

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/12/2025

  Hi, I would like to start by apologizing for any inconvenience the complainant may have experienced. After reviewing the provided details, I see that the complainant had an active customer support case (#********* regarding their concern about their refund, which has not had an update.
  
  We understand the importance of receiving refunds in a timely manner, especially during this time. However, there are unforeseen circumstances beyond our control that may cause delays. The aforementioned case has been forwarded to our dedicated team for investigation. As a result, our team requires additional investigation before providing a resolution. Rest assured, we will update the complainant as soon as more information is available. In the meantime, we kindly ask for their extended patience and understanding while awaiting an update on the case.
  
  To avoid confusion and ensure efficient communication, please advise the complainant to reply to or wait for updates on the existing case rather than creating a new one.
  
  Thank you!

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/12/2025

  Hi, I would like to start by apologizing for any inconvenience the complainant may have experienced. After reviewing the provided details, I see that the complainant had an active customer support case (#********* regarding their concern about their order, which has not had a tracking update.
  
  We understand the importance of receiving orders in a timely manner, especially during this time. However, there are unforeseen circumstances beyond our control that may cause delays. The aforementioned case has been forwarded to our dedicated team for investigation. They discovered that the order still with the courier.
  
  As a result, our team requires further investigation before providing a resolution. Rest assured, we will update the complainant as soon as more information is available. In the meantime, we kindly ask for their extended patience and understanding while awaiting an update on the case.
  
  To avoid confusion and ensure efficient communication, please advise the complainant to reply to or wait for updates on the existing case rather than creating a new one.
  
  Thank you!