Forum Discussion

Lemmingtree89's avatar
Lemmingtree89
Explorer
6 months ago

Meta Store hasn’t shipped after 30 days, no cancellation.

I placed an order for prescription Meta Ray-ban glasses on July 7, 2025, with an estimated delivery date of July 21. It’s now been over 30 days, and my order still hasn’t shipped. I’ve received no tracking number, no shipping update, and no new timeline.

I’ve contacted Meta support multiple times. Each time, a different representative says the same thing, that the order is “too far along in fulfillment” to cancel. Yet there’s no evidence the order even shipped. I’ve requested a cancellation and refund several times, and they keep refusing or ignoring the request. They respond with “we understand your request” and then nothing. 

I’ve now filed complaints with the FTC and BBB, and I’ve opened a chargeback. Their poor customer service really pushes your patience and understanding. 

rayban

9 Replies

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    6 months ago

    Hey there Lemmingtree89

     

    We would love to take a closer look at your situation and hopefully clear up the confusion surrounding your order. Please do not hesitate to contact us directly so we can select some details to further investigate.

     

    You can reach us either via PM on here or the following link- Meta Quest Support

    • Lemmingtree89's avatar
      Lemmingtree89
      Explorer
      6 months ago

      Thanks, but I’ve already contacted support multiple times. I’ve spoken with at least 6 different reps, received copy/paste responses, and still have no tracking, no refund, and no resolution.

      I’m posting here because private support has failed to help, and I want other customers to be informed about how bad your customer support is. 

      If Meta wants to resolve this, they can start by actually responding to my emails with real answers and issuing the refund I’ve been requesting.

      • themyth.13765's avatar
        themyth.13765
        Honored Guest
        6 months ago

        I am dealing with the same issue. Ordered mine June 30 with a delivery date of July 14. I am beyond frustrated because I can’t speak with someone who can help. I keep getting same generic responses. This is not okay!!!!

    • felipeperez27's avatar
      felipeperez27
      Honored Guest
      3 months ago

      It's ridiculous that even after someone says that the customer care is getting in touch with generic answers, they reply to this post with "generic answers". Maybe they are using AI to reply to our messages - I would not be surprised.

      And, in a situation like that, where there is so much friction, they should be reaching out to the consumer (they have our contact info, phone, email, and address), not the opposite (You can reach us either via PM on here or the following link- Meta Quest Support).

  • Cashills's avatar
    Cashills
    Honored Guest
    5 months ago

    Yep, I have the same issue.    Was supposed to receive glasses on August 1st.    Meta support is worthless.    Contacted twice and I can't get my money back.    Really sad.

  • SnoopyDoggy69's avatar
    SnoopyDoggy69
    Heroic Explorer
    5 months ago

    Hmm I can't confirm. I got mine in less than 7 days. Though I remember there was a shortage on the black model that's why I chose an other colour. 

    Did you guys order back ones? Did you check if they were in stock?

  • KingBlac73's avatar
    KingBlac73
    Honored Guest
    4 months ago

    I am having the same issue.  I ordered a pair of black prescription glasses September 20, 2025 and as of October 27, 2025, I have not received my order.  I have requested a refund twice and opened a case just to receive multiple emails stating there is no updated information.  My order has been in the processed payment awaiting shipping status since October 6, 2025.  Customer service is not the greatest for providing results and there is no way to talk to anyone or escalate your issue.  This will be my last time ordering through Meta.  Thinking about disputing the charge.

  • felipeperez27's avatar
    felipeperez27
    Honored Guest
    3 months ago

    Same issue here!

    I ordered it on Oct 20th (est. delivery date = Nov 3rd). Up to now, nothing.

    Tried to contact Customer Service many times, and every time a new representative engages, but with the same excuses. The first one said to me that I could proceed with the cancellation. I requested the cancellation, and the next representative said it was too late to cancel.

    I really don't know what to do anymore. Must confess that all the hype about having these glasses is over. Doesn't matter if the product is good when the consumer is treated like this. Very unprofessional!

    I am asking for an answer about why it is so late... a simple question for someone who paid $650 for this product. By the way, it should be a simple answer to anybody who is buying it, doesn't matter the amount of money paid.