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BXGrik
New Participant
August 28, 2026
Question

Support agents repeatedly ending live chat / faulty returns process missing original box

  • August 28, 2026
  • 21 replies
  • 315 views

Hi, I'm posting here because the front-line Meta Quest live chat support has repeatedly and rudely terminated my chat sessions whenever I request to escalate to a manager or raise a formal complaint. They're also failing to provide me with email transcripts of the chats, forcing me to rely on taking screenshots myself.

I paid £44.99 for an out-of-warranty refurbished replacement for a faulty Quest 3 controller.  Meta's official returns instructions that were emailed to me, explicitly told me I must return the faulty controller in the "original product box".  Nowhere in those instructions did it state that Meta would permanently keep the box and not return it, or a replacement box to me.  I returned the controller in the original product box, complete with outer sleeve, following their instructions exactly.  Now, I've received the replacement controller but it was returned in a small box that houses just one controller.  Meta support tells me that it "usually means you might not get that original box back".  They've also refused to send me a replacement box that the entire Quest 3 hardware can be boxed in.

On several occasions, meta support have refused to escalate this failure of communication in their instructions and abruptly end our chats.  They offered me a paltry £30 Quest Cash which I do not feel adequately covers the loss of the original packaging (affecting the future resale value of the full kit).  I am requesting that a Meta moderator opens a secure PM with me to escalate this to an internal management or customer relations team.  I expect a formal resolution regarding the loss of my property, the poor communication in the returns instructions and the severe lack of appropriate customer complaints routing.

 

21 replies

Maccyb123
Honored Contributor
August 28, 2026

This is a user only forum. There are very rarely any Meta staff here. Since the end of 2025 generally nobody from Meta support is here. Requesting a Meta moderator here will leave you waiting forever. If you want to make a, complaint to Meta you'll have to talk to official support directly. 

Here is an email link where you might get a human support person rather than an AI. There is also a more general link you might find useful. Good luck. 

mailto:support@store.metamail.com

https://www.meta.com/en-gb/help/support/?g1=5960237440706837&g2=5599442656832658&g3=5947917498632978&et=none&sg=skip

 

    BXGrikAuthor
    New Participant
    August 28, 2026

    Thanks, I'll try an email.  The Live Chat was so frustrating as they just went round in circles, ignored every request I made to escalate a complaint and then end the chat abruptly.

    Choleni
    Choleni
    Honored Contributor
    August 28, 2026

    Hi BX_Grik​ 🙂

    The moderators here are no Meta staff, but employees of the forum software provider Khoros, they can't help you with your issue.

    They offered me a paltry £30 Quest Cash which I do not feel adequately covers the loss of the original packaging (affecting the future resale value of the full kit).

    Hm, honestly, I wouldn't pay £30 or even more just for the box when buying a used headset.😉

    I admit, telling you that it is neccessary to send it in the original box and then don't give it back, is not ok. 

    So, I understand that you are upset, but on the other hand, it's not the end of the world.

    Here are users who are waiting months getting their controllers replaced.

    If I were you, I would take the money, buy me a nice game with it and be happy with it and the working controller.🙃

     

      steve40
      steve40
      Honored Contributor
      August 28, 2026

      Hmm. I'm pretty sure the RMA instructions say to return the item(s) in a shipping box, as you won't get the same box back. Also, not everyone keeps the original packaging box anyway.

      This was my RMA a few years ago:

       

        Maccyb123
        Honored Contributor
        August 28, 2026

        Here are the official instructions from Meta.. It specifically says do not send with the original box. See below. It was your mistake, it seems. You're not getting your box back. 

         

        To return a Meta Quest headset for a Return Merchandise Authorization (RMA) replacement, follow these steps:

        ​1. Initiate the Request

        • ​Contact Meta Store Support online to start a warranty replacement ticket.
        • ​Provide details on the hardware issue, your serial number, and proof of purchase if requested.
        • ​If eligible, Meta will email you an official RMA Authorization Email along with prepaid return shipping labels.

        ​2. Prepare the Device

        • ​Factory Reset: Perform a factory reset via the Meta Quest mobile app or holding Power + Volume Down on the headset to wipe all personal data before shipping.
        • ​Verify Serial Numbers: Ensure the serial number on the unit matches the exact serial number listed in the "What to Return" section of your RMA email.

        ​3. Packaging & Shipping

        • ​Send ONLY what is listed: Unless the RMA specifies a complete device kit, return only the bare headset.
        • ​Remove third-party accessories, headstraps, facial interfaces, power adapters, and controllers unless specifically instructed to include them. Unapproved accessories sent in will not be returned.
        • ​Box it Up: Avoid using the original retail packaging box, as Meta will not return it. Place the unit into a plain shipping box with protective cushioning (bubble wrap or packaging paper).
        • ​Attach the prepaid shipping label securely to the outside and drop off the package at the designated courier location.
          BXGrikAuthor
          New Participant
          August 28, 2026

          Not sure if it makes a difference but I'm in the UK.  This is the exact wording I was sent for my return in the UK:

           

          Your replacement request has been confirmed

          Hi xxxxxxxxxxx,

          Next, you'll need to send your return back to us. We'll let you know as soon as we've received it, and will follow up with next steps for your replacement.

           

          Return details

          - Return merchandise authorisation (RMA) number: 20*****************

          - What to return: Meta Quest 3/3S Touch Plus Right Controller

          - Return within: 30 days

          Important: Only return items that need to be replaced. If you have multiple returns, send each one separately with its own delivery label.

           

          How to package your return

          Please follow these instructions exactly. This helps us process your replacement quickly and avoid delays due to delivery damage.

           

          1) You'll need the original product box.

          - If you don't have it, use a box in good condition that fits everything snugly.

          - Do not use envelopes, padded envelopes or bags.

          - The box must be large enough to fit the delivery and battery labels flat on one side without folding over the edges.

           

          2) Get your item ready for return:

          - Headsets: Factory reset your device and turn it off.

          - Controllers: remove batteries.

          - Elite straps: disconnect the strap from your headset.

           

          3) Make sure that the serial number (2L0Y************) matches the number on your return item. Depending on the product, the serial number can be found on:

          - The inner arm of your headset on the left-hand side.

          - The inside of your battery compartment for your controller.

          - The inner arm of your Elite strap on the right-hand side.

           

          4) Place your return into the box and fill any empty space with packing material. If you're using your own box, wrap the item in protective material like bubble wrap or tissue.

           

          5) Attach the delivery and battery labels:

          - The battery label must be printed in colour (black-and-white printouts are not accepted).

          - Fully cover the labels with clear tape.

          - If you're using the original box and the battery label is visible, no additional label is needed.

           

          How to send it back

          Drop your return off at the nearest DHL within 30 days or schedule a free pick-up:

          - Schedule a pick-up with FedEx

          - Schedule a pick-up with DHL

          When scheduling a pick-up, you may need a "Waybill" number. You can find it on your prepaid delivery label.

          If you need any help, visit the Meta Help Centre or contact Meta Store customer support.

           

          Thanks,

          The Meta Store team

          Maccyb123
          Honored Contributor
          August 29, 2026

          That's wierd. I have a friend in London who got a return for a headset, I'll ask him to see if his is the same. Give me 10 minutes, he's online now! 👍👍 

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