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Horrible ongoing experience with meta customer service

SolidMonki
Honored Guest

I made the horrible mistake of preordering the Quest 3 from Meta store directly instead of bestbuy and paying the price for it. Meta messed up the order (confirmed by UPS) and it could not be shipped to Canada in time. I then received an email that delivery failed and an rma was issued. I went and bought another unit from bestbuy.

Weeks later, UPS delivered to my home in Canada, dont know why.

Since then I have been trying to return the device to Meta to get my money back. So much time spent on this with over 20 contacts to Meta support. USELESS support, cant even issue a return shipping label and its been over a month. I cant generate a return label online since its giving me an error.

timeline:

Pre Ordered Quest 3 - Sept 27
Processed Oct 9
Scheduled Delivery Oct 12
Q3 never arrived. UPS status remained on label created.
Meta customer support was useless.
UPS eventually advised Meta had failed to submit documents to export to Canada.
Oct 20 - Email for Meta that order was not delivered successfully and that a refund would be issued once UPS delivers product back to their warehouse. RMA 1048275002969751.
I went and bought another one from BestBuy expecting a refund.
For some reason UPS delivered to my home on Milton, Ontario on Oct 24 instead of sending it back to Meta. The box remains unopened and I have been trying to return it. I no longer need it and my credit card has a charge.
I cannot start a return on your system as it is giving me error.
This has been a horrible experience and I dont know what to do.
Who can I complain to, to escalate this and get my refund in full.
So many emails and messages sent to Meta, all I have been told is to wait and its been over a month now without resolution.

2 REPLIES 2

MetaQuestSupport
Community Manager
Community Manager

Hi there, @SolidMonki! We certainly don't want you continuing with a second headset you don't need or want, so we'd love to look into this situation for you! Could you please send us a PM when you get a chance? You can select our name to get to our profile page, or click here. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message. We're eager to hear from you! 

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

MetaQuestSupport
Community Manager
Community Manager

Hey, hey, @SolidMonki! We're checking back in on that issue you were reporting with wanting to return your headset order. If you need any assistance at all, please be sure to send us a PM right here! We'd be glad to look into your options from our side! 

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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