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Don't Buy Your Headset from Meta!!!!

kazzani2024
Explorer

I ordered a headset from Meta for my son's 13th birthday - with his birthday money - he specifically wanted this headset and has waited a while (as I wouldn't let him have one until he was 13). I now see that I am not the only one with this problem - but Meta delivery is awful and customer support is non-existant. All AI chatbots now it seems, who can't or refuse to understand the problem I have.

We ordered our headset almost a month ago now and Yodel, their delivery company claim that they have tried to deliver 3x so now say we have to go to a distribution centre - 40 minutes drive from me - to collect. What has actually happened is Yodel are the worst delivery company in the UK, and they lie all the time about trying to deliver to us - because our street has house names and few numbers. They are obviously in too much of a rush to waste any time looking for us, so the drivers lie and say they cannot find us. No, they didn't LOOK for us. They have never left us a card saying they tried to deliver, for example, and my husband works from home so he'd know. 

I have been reporting this through chatbot for 2 weeks now, I have asked Meta to refund me as I absolutely refuse to waste half a day driving to collect it. I am a full-time working mother. Just cancel my order and refund me. My contract of purchase is with Meta. We still have CONSUMER RIGHTS in the UK. My contract is with you META, not your delivery company. It is not my responsibility to sort out your delivery company. 

The robot chatbot told me 23 May:

"Therefore, I would like to inform you that I will be handing your case over to our specialized team and they will get back to you with feedback as soon as possible."

Still waiting Meta - can you please do what I asked and REFUND my money? 

Support: Case #***********

 

8 REPLIES 8

MetaQuestSupport
Community Manager
Community Manager

Hello @kazzani2024! We can definitely empathize with you in how this has impacted you and your family. We see that you already have a case opened and it is in process, and we will leave a note for the agent on your case. Continuing in email correspondence will be the best way to see your case through to resolution. We know this isn't the ideal flow for any of our customers and your patience with us is greatly appreciated. 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

My patience has nearly run out. It is very frustrating dealing with AI chatbots who do not seem able to grasp the problem. Please tell the agent I am impatiently waiting to hear from them, and to arrange for my refund ASAP.

We definitely can align with how you must feel, and we have left a message for the agent handling your case.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Disappointed not to have heard from a supposed 'agent' yet. Disappointed I haven't had a reply to my email of 23 May. Your customer service is not working! Chatbot is not working. Email is not working. Please confirm when I will get my refund. Thank you.

Hey @kazzani2024! We never want anyone to feel ignored, and we can assure you that your case is being worked on. Continuing through email is going to be the best way to see this through to resolution. On this platform, we don't have access to the tools that handle or process refunds, and even still, we left another note making the agent aware of you reaching out about the progression of your case. We are advocating for you and your patience in this is appreciated.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Hello again! We just wanted to circle back around to see if you had any additional questions or were able to reach back out through email. Please reach out at any time!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Still waiting, no reply to my email. I was told it was being investigated, but I have heard absolutely nothing. This is shocking. One whole month now since this was ordered for my son's birthday. I asked for a refund 2 weeks ago now. Please sort this out. 

Hey there! First off, we'd like to say that we completely understand where you're coming from, and this certainly isn't the experience we want you to have. We'd love to bring your support experience home with a satisfying resolution. We know that issues like this can take time to investigate by our specialists, however we want to make sure you receive updates. We've updated our email team to reach back out to you, so please keep an eye on your inbox for further replies.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
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