Forum Discussion

Zombaish's avatar
Zombaish
Explorer
19 days ago
Solved

UK return customer service nightmare due to conflicting advice on DHL labelling

I don't know if anyone can help, but I am completely stuck and unable to break out of a loop of poor customer service. 

I ordered and received a Quest 3 on Friday last week, direct from the Meta UK store. This was the basic package with normal strap, so no extra batteries or anything. In the UK there is a 30 day return window even if opened to try it. On the same day I received it I decided it wasn't for me. I opened a return request via Meta returns and was sent DHL labels. DHL collected the package this Monday, but I received the item back on Tuesday. The explanation was that it needed a UN3481 hazard label due to the lithium batteries.

I contacted Meta customer service and DHL customer service to confirm what is needed but I have received conflicting advice and am completely stuck. Meta have said they will not send a hazard label as it is definitely not needed. This is despite their own RMA instructions saying I should 'attach the hazard label'. DHL will not accept it without this label. So now I have a £500 item that I can't return. 

To add insult to injury, Meta customer service suggested I contact DHL myself to resolve it!

Has anyone had this issue and/or any ideas how to resolve? I don't want to risk booking a different courier in case it invalidates my refund, but meanwhile Meta has my money and I can't find a way to get it back. 

It is absolutely absurd that a company the size of Meta cannot resolve this. It seems like I am the only UK customer ever to try to return to them, based on the poor advice being given. 

dhl
Refunds
UN3481 hazard label
  • Zombaish's avatar
    Zombaish
    12 days ago

    Update 25th Feb

    Return received and refund issued! I feel like a new man and now have £479 to spend on champagne to celebrate. I am also suffering from a weird version of Stockholm Syndrome where I feel like the people who have suffered this alongside me are now friends for life. Thanks to Winsomniac​ for the moral support, sharing of tips and the comedy transcripts, plus those on the forum who have endured our updates.

     I'd like to claim it was due to effective troubleshooting from Meta, but in the end I bodged together a solution myself with absolutely zero support from them. After a week of circular, generic 'support' from Meta and conflicting advice, I put it in writing properly in a letter sent by email, referring to the Consumer Contracts Regulations 2013, which cover distance selling. 

    This did nothing and 6 days on they haven't had the courtesy to even acknowledge it or respond in any other way. 

    In the end I did some research on UN3481 safety label specifications and with a bit of screen printing here and a bit of Canva there, produced my own official-looking label to the correct 120mm minimum size. The format requires a phone number so I confess I used a random US telephone number. (Honestly I was a little bit concerned that a US citizen might get a call in the middle of the night because a warehouse in Exeter was on fire and they needed guidance on battery chemistry. I did try calling the number but didn't have the courage to hang on to see who answered... ). I applied my makeshift hazard label alongside the labels issued by Meta. 

    In the end I also escalated within DHL and had much better support from them. Once it was on route I had a call from them and they promised to monitor it through the network and check again tomorrow if any issues. I told them Meta was blaming everything on them. They were interested in that.  I did confess to my label tomfoolery and they either didn't mind or sensed my desperation and turned a blind eye.

     So, if in doubt and in the same situation you can either buy these UN3481 labels on Amazon (assuming you're not sending back any additional battery peripherals as that may be different) or DM me and I'll send you mine.

28 Replies

  • Maccyb123's avatar
    Maccyb123
    Consultant
    19 days ago

    That's a difficult situation but to be honest it's outside of the scope of this community that tries to help people with issues who are using the headsets. This is to do with shipping and it looks like a DHL issue as you received the headset, I assume without a label. If that was the case, the issue is with DHL. Once it leaves the Meta distribution center and it arrives safely, their job is done. The advice from Meta to deal with the shipping company is the right advice. There was no hazard label on my device so why would I have needed one to send it back? I got mine in Germany and they're ultra careful about warnings etc, but the headset was deemed safe to deliver without one. Logically it's safe to return it to the same place without one. Someone in DHL have gotten it wrong. You need to escalate it. DHL is the problem, not Meta. Maybe you can get, or print out a label on your pc printer that will comply with what they want. 

    • Zombaish's avatar
      Zombaish
      Explorer
      19 days ago

      Hey thanks for your reply and apologies if it's out of scope of this forum. I do appreciate you taking the time to respond. As it is Meta's courier service and being sent on their account with DHL I kind of feel that they have some responsibility to contact DHL to resolve, even if the error is with DHL. In any case I won't continue the discussion here if it isn't the right place. I'll mark as resolved based on your guidance. 

  • Winsomniac's avatar
    Winsomniac
    Explorer
    18 days ago

    I'm experiencing a similar issue here that I just posted about.

    RMA woes | Meta Community Forums - 1366700

    Whilst a hazard label isn't required, DHL confirmed the wording on the waybill that Meta provides, makes it require one.

    Maccyb123 - I was advised that meta aren't required to attach a hazard label as their account is hazard shipping approved. But even though, the return label is produced by meta and technically on their account, the payers account should reflect the customers account? Which honestly sounds like nonsense.

    • Zombaish's avatar
      Zombaish
      Explorer
      18 days ago

      Thank you for sharing this. It has provided some additional detail that I didn't know and I've gone back to Meta with this. What a ridiculous situation. I've contacted Meta customer services multiple times and it's like it's the first they've heard of this issue, whereas in reality it must be happening with a high proportion of UK returns. 

      I've had a response to confirm that they have escalated it and will be providing me with a hazard label. I'll keep this updated when I get a solution. 

  • Winsomniac's avatar
    Winsomniac
    Explorer
    18 days ago

    Zombaish​  - glad you have it sorted now. (or at least the promise of a hazard label)

    I unfortunately do not - I updated my post with my current issue which is: I contacted DHL who said they would edit the label to remove the part below (an actual quote from DHL) and send the label back so it will be fine for shipping. Unfortunately, Meta will not now print me a label because it's been escalated and I have to wait for that team to contact me with no current ETA. 

    Quote from DHL - "In that instance we don’t need the “Lithium Ion Batteries in compliance with Section II of PI967” be declared, it’s moot given it’s moving by road & only contains the 1 battery powered device" 

    • Maccyb123's avatar
      Maccyb123
      Consultant
      18 days ago

      You must be very frustrated at this point Winsomniac I'm not sure that DHL are employing the smartest people on the planet.. Anyway, I hope you get it resolved quickly. 🤞 🤞 ☘️ ☘️ 

      • Winsomniac's avatar
        Winsomniac
        Explorer
        18 days ago

        Honestly so frustrated. But in this case DHL have been amazing, Meta are the issue with their incorrect labels and reluctancy to help me when I have an immediate resolution to my issue. Instead I'm just being told to wait an unspecified amount of time to be contacted by some team.

  • Zombaish's avatar
    Zombaish
    Explorer
    17 days ago

    Unfortunately the latest update is that I've heard from Meta again and despite promising they would send a hazard label, they are once again saying it isn't necessary. They have requested that I contact DHL to sort out any misunderstanding.  DHL don't give the opportunity to discuss or provide any further information, they just return the item. In any case I feel that it is on Meta to sort out any misunderstanding with their own contractor. I wrote a lengthy email asking for their complaints procedure and postal address, and they even dodged that request too. This is honestly the worst customer service experience I've ever had and struggling to know what to do next. 

    • Winsomniac's avatar
      Winsomniac
      Explorer
      17 days ago

      Wow man, sorry to hear that. 

      If you can get a label and waybill document, I presume yours will be travelling by road too? Just edit out the part that says "Lithium Ion Batteries in compliance with Section II of PI967" on the waybill document. I've been advised from DHL that this is all that's needed. 

      I'm still waiting for someone from Meta to contact me..

  • Zombaish's avatar
    Zombaish
    Explorer
    17 days ago

    So I've now sent a formal letter via email referring to the Consumer Contracts Regulations 2013, under which the Distance Selling Regulations sit. As I notified them within 14 days of receiving it, I have a right to withdraw from the sale and they are liable for the cost and process of the return. Using a template letter from Citizens Advice online for guidance I've told them that the item is available for collection and that I have taken every reasonable step to resolve the issue and return the item, but that their requests to troubleshoot their own process are unreasonable. I've outlined all of the steps I've already taken. I've given them 14 days from my original request to refund me, and it is on them to arrange viable collection. This is all within the scope of the distance selling regulations. What a sad state of affairs to have to resort to this but without putting it into a letter format and summarising everything, the detail gets lost in all the AI produced sloppy email trail responses you get from their support email. I know this specific guidance isn't directly relevant to a faulty product, but there will be an equivalent template you can use which covers rights under warranty. 

    • steve_40's avatar
      steve_40
      Visionary
      17 days ago

      If you want a physical address for sending a formal letter of complaint, this might be the one:

      Meta Platforms Ireland Limited
      4 Grand Canal Square
      Grand Canal Harbour
      Dublin 2
      Ireland

      This is Meta’s primary legal and regulatory entity for Europe. It handles:

      • Consumer complaints
      • GDPR and privacy matters
      • Escalated support issues
      • Legal correspondence
      • Regulatory inquiries
      • Zombaish's avatar
        Zombaish
        Explorer
        17 days ago

        Thank you very much, and for your previous advice too. I have initially attached the letter to email, but put the address as their Meta Platforms UK office in London. Should I get needing to post a hard copy I will send to both addresses. am well protected by Consumer Rights in my particular circumstances, and I'm doing everything by the book, so in the long term have that reassurance. It's just the pain of going through the steps to get there when it could be as simple for them as arranging an alternative courier, or even just contacting DHL directly themselves, both of which I have already suggested. Hopefully my letter makes it through to someone with some willingness to do the right thing by their customer and an awareness of their obligations under UK law.

  • Zombaish's avatar
    Zombaish
    Explorer
    16 days ago

    Hey thanks so much for sharing this. You just saved me an hour round trip. Meta have been so insistent that they are correct I thought I'd see what happens if I send it again. I thought if it bounced back again it would finally prove they are wrong. No point trying again though given this new example.

    I have sent them all three forum links. They've surely got to do something now. What gets me is the absolute stubborn response. Surely easier just for them to send a label or a different courier than continue to damage their reputation?

    • Winsomniac's avatar
      Winsomniac
      Explorer
      16 days ago

      It's on odd one, as much as I hate to say this, Meta are correct, it doesn't need a hazard sticker (because it's only travelling by road in my case) DHL also confirmed this. 

      The issue is what Meta put on the waybill, that description THEN requires the box the need a hazard label. 

      So they need to just amend their description and this would save us all a major headache.

      But I might aswel be talking to a brick wall when advising them on the matter.

      • Zombaish's avatar
        Zombaish
        Explorer
        16 days ago

        Yes I think you're right. However, as Meta's customer it is still on them to resolve. If you go to a restaurant and the steak is terrible, they don't put you in touch with the butcher! So although I have contacted DHL for their take on it, I won't be spending too much time trying to find a solution with them. Meta needs to sort it. They'll get there eventually when they finally accept they might need to take responsibility, but honestly any time I've had a courier issue with any other company they literally just book another courier or sort it out another way immediately. It's that denial that's getting me at the moment 

  • Zombaish's avatar
    Zombaish
    Explorer
    12 days ago

    Update 25th Feb

    Return received and refund issued! I feel like a new man and now have £479 to spend on champagne to celebrate. I am also suffering from a weird version of Stockholm Syndrome where I feel like the people who have suffered this alongside me are now friends for life. Thanks to Winsomniac​ for the moral support, sharing of tips and the comedy transcripts, plus those on the forum who have endured our updates.

     I'd like to claim it was due to effective troubleshooting from Meta, but in the end I bodged together a solution myself with absolutely zero support from them. After a week of circular, generic 'support' from Meta and conflicting advice, I put it in writing properly in a letter sent by email, referring to the Consumer Contracts Regulations 2013, which cover distance selling. 

    This did nothing and 6 days on they haven't had the courtesy to even acknowledge it or respond in any other way. 

    In the end I did some research on UN3481 safety label specifications and with a bit of screen printing here and a bit of Canva there, produced my own official-looking label to the correct 120mm minimum size. The format requires a phone number so I confess I used a random US telephone number. (Honestly I was a little bit concerned that a US citizen might get a call in the middle of the night because a warehouse in Exeter was on fire and they needed guidance on battery chemistry. I did try calling the number but didn't have the courage to hang on to see who answered... ). I applied my makeshift hazard label alongside the labels issued by Meta. 

    In the end I also escalated within DHL and had much better support from them. Once it was on route I had a call from them and they promised to monitor it through the network and check again tomorrow if any issues. I told them Meta was blaming everything on them. They were interested in that.  I did confess to my label tomfoolery and they either didn't mind or sensed my desperation and turned a blind eye.

     So, if in doubt and in the same situation you can either buy these UN3481 labels on Amazon (assuming you're not sending back any additional battery peripherals as that may be different) or DM me and I'll send you mine.