Unable to redeem Batman: Arkham Shadow

I bought a brand new Meta Quest 3 512 GB VR headset this June 22nd (2025) from Best Buy in Canada. It was advertised as having this game.

I read a huge number of "solutions" including logging in to your Meta Horizon app, searching for the game and just downloading it. The game shows up with a price of  $67.99. There is no GET or REDEEM. Also, yes I have finished the Quest 3 setup and it's working fine. Yes I have checked notifications /emails from Meta. There are none. I have also done all this within the headset as well as on my PC desktop app and my mobile Horizon app. There is only a price showing for the game and I am not going to press Purchase for a supposedly free game.

A possible factor: I used to have Oculus Rift and still have the software installed on my PC. I removed the headset and it correctly shows the Quest 3 headset when it is turned on. I've updated this software.

If there was a time limit to be able to redeem this game as someone mentioned (April 2024?) why did BEST BUY advertise this in the Quest 3 package in June 2025?

I just need to know if this is Meta's fault or Best Buy's if this is the case. Also whether there is another way to solve this issue. 

Finally, can anyone point me to a META URL where you can phone , chat with a human, or even send an email with proof of purchase. Do service tickets exist with Meta?

I apologize for the possible rant but as an older guy, I am running out of time and patience.

Thank you

EDIT:

I will preface this by saying that while I am less than thrilled by this  (software) experience, I find the Quest 3 headset to be amazing and all that it is hyped to be.

In order to help others (and there are many) who seem to have this problem, maybe the steps I took to have it resolved will help them.

01. Maybe it's me but I would have found this impossible to do the following  on a mobile phone. Get something larger. I used my PC with 2 monitors.

1. Getting In Touch with a Real person at Meta

Navigating through the maze of self-help articles is a frustrating chore if you want  direct support which is for obvious reasons, not obvious. I ended up using Bing AI to give me directions.  When I finally DID find the chat, the bot gave up and a real (nice) person came on. We had a long and I think productive session where the agent asked for a number of things for which you should be prepared.

2. Items To Have On Hand (rather than scramble madly for them during the chat like I did)

1- Name as it appears on the Account or Meta account
tabs
2- Email Address
3- Current Alias/Username
4- Headset serial number
5- Image of the box the device came in.

(pasted directly from the chat)

I think at this point, most people especially if using their tiny phone screens would have given up.

3. ...Sometime later during my chat with the agent..

The agent was very patient, respectful and trying to be genuinely helpful and it was apparent (and also because he/she said so) that a supervisor was involved. I was then offered CAD $30 credit to my account.  I replied that the game itself is more than twice that much .  

NOW..looking at the transcript again I find that I had missed an important  message from the agent who later said  that he/she had an update on the matter and they were ready to credit my account with CAD 67.99 (game price) and would I accept? I didn't say anything to that (because it had already scrolled up) and that's when  the agent suggested that we continue the conversation through email, which I reluctantly accepted. I had  been with the agent a considerable time.

4. Email Message

Sometime later, still June 26 2025, I receive a direct message signed by the agent saying that they have "amazing news" and that my Wallet (link included) has been credited with $70 and will I complete a short survey? I replied  thanking the agent for their help and support, filled the survey giving a 10/10 rating for the service and writing a suggestion that they put a sticker on /in the box with instructions to create a NEW account if they wish to redeem the bundle.

5. The sage continues

Immediately following the survey I used the link to check my wallet. Indeed there was a credit for CAD $70. Right below it then it said "expires June 26th".  In all fairness I don't remember seeing a year 2025 or 2026. I don't think there was one. Unfortunately I didn't take a snapshot of it because I was pretty much frazzled by then. Instead I checked the details which was broken up in several amounts to make up $70. Each one had expires June 26th and if there was a year I am pretty sure I would have seen it in the breakup of each item.

Not knowing when June 26 was expiring for Meta, I had to scramble to immediately purchase the game  and thankfully ending only paying under $7.00 for local taxes.

At this point I would like other Meta users to tell me if they have EVER received an expiry credit from Meta, maybe one that expires a year from their complaint or whatever. Like that I may give  Meta support the benefit of the doubt  that my credit would have expired a year from June 26 2025.

After this I wrote another short (upset) reply to the agent asking if he/she was aware that if I had tried to use the money the next day (today)  I  would most probably have lost it!

I then received a different email from another person from Meta store support saying (partly):

Thanks so much for getting back to us with your kind words, your time is much appreciated and behalf
of both Meta and my colleagues who had assisted you today, we hope you have an amazing day going
forward!

I didn't reply.

6. Final thoughts

I didn't write this to rant (well.. a little 🙂) but as a help to others who may have had similar experience but were unable to get a satisfactory resolution. It's always Caveat Emptor on any purchase even with billionairs at the head... maybe especially with billionairs.

As I said earlier, the Quest 3 headset is well worth the purchase.