Purchased a Gift Card but it never arrives.

[isaacaubrey]

In an attempt to get around the fact that i can't add a payment method, i tried purchasing a Gift Card so i could finally try out Desktop VR. I get the "Order Confirmed" mail and if i look at the tracking link, it says "delivered", but i never get the follow-up mail with the actual Gift Card in it. I was in chat with a CS rep for about an hour today and got that "Order Confirmed" mail sent to me again, but once again, the actual Gift Card never shows up. (we even tried an alternate email)

Unlike getting my Quest 3 order cancelled during Pre-Order, Meta is actually taking money out of my bank account this time. I bought a $25 card and they deducted the $25 from my account. So - CS is unable to help and it looks like my only course now is to get ahold of the bank and have them dispute the charge.

I've spent the last 3 days trying to get meta to let me add a pay option to my account and now i'm getting charged for something i never actually receive when i try a different approach. I make $60 an hour at my job have spent enough time this week dealing with this that i could have bought an additional Quest 3 if i was being paid for this headache. I'm trying to keep my cool here, but this is so incredibly frustrating i'm not sure what to do. 

So - aside from just griping - i'm going to ask for a refund on my Gift Card that i was charged for, but never received. If somehow i'm allowed to purchase apps and games for the Quest 3 while that's getting worked out, then cool - i'll shut up. If i'm still left in a situation where i can't purchase games, apps or even a Gift Card, then i'll send the thing back to Amazon and wait for the next Valve headset.

[markotheimagrint]

I tried to get a refund and I says I am eligible for another 2 weeks but at the same time doesn’t let me and I can’t just be expected to buy something then leave me worried I put the account or email details wrong for ages it just feels like meta don’t care about the customer and it comes as a shock as the quest 3 was my first vr headset and it seemed like from what i had seen that it was the best on the market and if this is how they do things maybe vr wasn’t for me with the state this is in

[isaacaubrey]

I just noticed the refund link and tried that too - no such luck. I guess i do have to spend even more time to deal with the bank and get them to reverse the charge - ugg. 

[isaacaubrey · Accepted solution]

The gift card finally arrived 2 days later with no explanation of what happened. I have no idea if this means my busted account got fixed or if just the gift card situation got sorted out. I ended up making a totally new facebook/meta/oculus account and hooked the Q3 up to that. I'm sharing my old busted account with that one so i can use the apps on it and anything new i'm buying (including with this gift card) is  going to the new account. So - no solution with my other issues, just a work around. As for this issue - the solution was to just wait a couple days.

[Gripped1]

I am still waiting for the recipient of the gift cards to receive them. It has been almost 2 weeks now. Was told by Meta that they would not refund me. I confirmed with the recipient that they could/have received emails from Meta in the past and sent proof of invoice. Support has admitted that others have experienced this issue. At this point I have been told by at least 10 different support agents through chat, email, WhatsApp, several surveys, etc. that they would relay this to some "Specialized Team" and resolve this issue. Of course I continue to hear this exact same script, no resolution.

[Gripped1]

I am still waiting for the recipient of the gift cards to receive them. It has been almost 2 weeks now. Was told by Meta that they would not refund me. I confirmed with the recipient that they could/have received emails from Meta in the past and sent proof of invoice. Support has admitted that others have experienced this issue. At this point I have been told by at least 10 different support agents through chat, email, WhatsApp, several surveys, etc. that they would relay this to some "Specialized Team" and resolve this issue. Of course I continue to hear this exact same script, no resolution.

[MetaQuestSupport]

Hey @Gripped1, thanks for bringing this issue to our attention. We totally understand your frustration with the funds not arriving as soon as you had anticipated and we would like to look into this for you. Please 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 look forward to hearing from you!

[Gripped1]

I had addressed this issue with multiple support agents. The response has always been we will look into it. The gift cards were purchased and billed to my credit card 11/23/2023, today is 12/6/2023. I would say this is longer than anybody would anticipate to have a digital gift card and PIN emailed to a recipient.

[Gripped1]

Here is the more of the same from Meta support...

This is Divine and your concern has been routed to me.
I appreciate your time and effort for reaching back to us and for providing the details. No worries, we will be reviewing this for you.
We will need more time to look into this for you and we will be reaching back to you once we had an update within 3-5 business days.
Thank you for your extended patience and understanding on this matter.
Stay safe,
Divine
Meta Store Support

[Gripped1]

This is Noxolo from Meta Store Specialize team, and I would like to take this opportunity on behalf of my colleague to make sure that we have assisted you throughout.
I understand you have ordered two gift card, however you still have received them.
Please be informed that this is an issue that has been raised with our engineering team, as some of our users are experiencing it. Once we have feedback we will get back to you as soon as possible.
Your time and patience is highly appreciated.Best regards,
Noxolo
Meta Store Support

[Gripped1]

Thank you for getting in touch with me.
I would like to inform you that we're unable to issue a refund for this gift card as these are non-refundable. As I continue to work on a looking into this, I would like to inform you that I will be coordinating your case with our team to look into this further so we can look into other option or resolution for your concern with regards to your generation of code.Once I have an update from our team, I will contact you immediately via email.In the meantime, if you have further questions or concerns, please feel free to reach back out to us anytime. We're always here and happy to assist!
Thank you for your understanding and continued patience.

Warmest regards,

Noralyn