cancel
Showing results for 
Search instead for 
Did you mean: 

Ridiculous support - Meta took my money and not delivering any product!

najib
Protege

To make a long story short - March 28th 2024 I ordered a Meta Quest 3 headset. It was delivered by UPS, according to UPS, to my front door (without consent), but no package was there. After 3 weeks I finally got confirmation from Meta on this issue and they refunded me. 

I assumed this was behind me and it couldn't possibly happen a second time, so reordered on the website once again April 25th 2024. Super happy to be able to finally get my headset. I was SO wrong. While I was waiting for it on April 30th I noticed something odd. My tracking information was not updating:

najib_0-1715163052807.png

I messaged UPS in the morning to check what was going on and they said it had been delivered back to sender. Back to their warehouse.

najib_1-1715163271635.png

 

I went back to Meta who told me to call them instead and I called and they said it was indeed delivered back to sender and your warehouse. 

 

 

Finally Meta said they would check into. I got a response finally today...

"

Hi Najibk,

Thank you for giving us time to complete our review.

Our team has been doing an in-depth investigation on this matter and we’ve been unable to find any potential concerns linking back to the courier.

During our investigations, we’ve also discovered a lot of deliveries being reported as “missing’ or “empty” from prior orders that either you have placed or others had placed from your location.

While we won’t be able to issue a refund or replacement for this claim, we do recommend that you speak to your local authorities, as this is a serious issue. Please contact them as soon as possible to open a case.

If they would like to get in touch with Meta to work with our security team, please have them contact us through their official government email.

Thank you for your understanding,

 
Filipe
Meta Store Support

"

Essentially the package was returned to your warehouse! And you're leaving me just... with nothing.. How is this even possible? What is this? The package is back at your warehouse!! Returned to sender and it likely had to do with the UPS Europe issue. 

EDIT: In addition after re-reading the reply from Meta support, there are a lot of falsehoods. One being a mention of multiple packages empty or missing. This was one order from March 28th, with two packages, and both were missing. Thankfully this was resolved.

Secondly, this is a totally different matter: once again the package was sent (with proof of address and reciepent!!) Back to YOUR warehouse. Not my location. Again, it wasn't a delivery therefore to my location and there is proof of this from UPS. I get a feeling the team didn't even do their research.

How can you not deliver the product(s) and also just take my money? How can you not do proper research, which a simple call or message to UPS, to discover where the package is? And overall how can you treat customers this way? As a long time VR User...since the first oculus rift even. As any tech user this is so crazy. 

9 REPLIES 9

MetaQuestSupport
Community Manager
Community Manager

Hey there, @najib! We are aware of an issue where some orders in Europe that states "Your package will be returned to the sender due to a missing shipping label." UPS is currently working to resolve this and will be delivering those packages to the correct address as soon as possible. We would advise to stay in touch with our Specialist Team regarding your open ticket with them and please keep checking your UPS tracking details for updated information. We sincerely apologize for the delay and inconvenience.

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

Thanks for your response,

I posted the response from the specialist team above, "Our team has been doing an in-depth investigation on this matter and we’ve been unable to find any potential concerns linking back to the courier." including mentioning they wouldn't do anything for me. On top of this they closed my ticket and wouldn't respond to my next reply, which once again reminded them it wasnt shipped/delivered to my address but to a warehouse in Venlo. 😮

My tracking number also doesn't specifically state a missing shipping label, but does mention it was not delivered, lists "on the way" as it's status and in fact says there is an error/delay with a big exclamation mark. UPS did indeed confirm again in calls and chat that it is back at the Netherlands warehouse in Venlo. Very far from where I live.

I already did start contacting my lawyer here for legal action, especially after the response I got from the specialist above and sudden close of the ticket. I paid for a product that is being held in a warehouse. After speaking on the phone with them I even have compiled all chats, UPS evidence, etc. This is only again after the response I received from the specialist. What should I do?

That is one horrible experience no one should ever experience, specially after spending almost 1000 euros.

Thanks @najib for saving me from this blunder. I was just about to order Meta Quest 3 and thought of going through the reviews in Netherlands. After reading this pathetic customer service and how @MetaQuestSupport is doing fraud to the people here, I am not buying this at all and I will warn all my gaming groups not to buy this as well. It will help us from the fraudulent services @MetaQuestSupport is providing and looting the customers here. 

@MetaQuestSupportif you have any shame left please fire the people who are doing this fraud and looting people here. I will make sure I spread this experience to everyone on my social media followers.

Have some shame @MetaQuestSupport and give people hard earned money back. I never thought that a company like Meta will do such cheap tricks to fool people on the name of technology and services. 

TJ_Indianbear
Explorer

That is one horrible experience no one should ever experience, specially after spending almost 1000 euros.

Thanks @najib for saving me from this blunder. I was just about to order Meta Quest 3 and thought of going through the reviews in Netherlands. After reading this pathetic customer service and how @MetaQuestSupport is doing fraud to the people here, I am not buying this at all and I will warn all my gaming groups not to buy this as well. It will help us from the fraudulent services @MetaQuestSupport is providing and looting the customers here. 

@MetaQuestSupportif you have any shame left please fire the people who are doing this fraud and looting people here. I will make sure I spread this experience to everyone on my social media followers.

Thanks @TJ_Indianbear - I appreciate your support. Yeah, it's been a challenging topic to say the least 😅 

You're from the Netherlands too? If you are, at the moment I can't recommend buying from Meta.com indeed. I would honestly say to go a retailer if you really want the product. I made a big mistake buying direct.

My situation with this order is still unresolved after 3 weeks and I'm still awaiting a response from support. Even though I've handed a bunch of evidence (literally full documentation with a timeline in a google docs and a google drive full of screenshots), which include responses from UPS and their investigations team who reached out to me as well to me.

Even after UPS confirmed it's with Meta and that it went back to their warehouse, nothing has been done. It's been a total mental anguish dealing with all of this and I wouldn't want anyone else to experience this. 

Hi there, @najib! Making sure that Meta Quest 3 order issue is looked into for you ASAP is our top priority, so we appreciate you bringing this to our attention and letting us know what's been happening on that support ticket. We certainly would love to take a look at this for you, as we know your time is valuable and we want to ensure we give your issue the attention it deserves. Please send us a PM whenever you get the chance, and we'll dive into that on our side. Simply 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 back from you and getting this sorted out!

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

najib
Protege

Hi @MetaQuestSupport thanks for replying here too. Just sent a PM - hoping you are able to look into it and help.

Hey again, @najib! We do see your recent message in PMs and we're happy to continue there with you to get to the bottom of your order and support ticket. We look forward to working further with you on this. Talk soon!

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

Did this answer your question? If it didn’t, use our search to find other topics or create your own and other members of the community will help out.

If you need an agent to help with your Meta device, please contact our store support team here.

Having trouble with a Facebook or Instagram account? The best place to go for help with those accounts is the Facebook Help Center or the Instagram Help Center. This community can't help with those accounts.

Check out some popular posts here:

Getting Help from the Meta Quest Community

Tips and Tricks: Charging your Meta Quest Headset

Tips and Tricks: Help with Pairing your Meta Quest

Trouble With Facebook/Instagram Accounts?