Terrible Experience with Meta Quest 3S Return – No Refund

[Alexaachi]

Hey everyone,

I had a terrible experience with my Meta Quest 3S return, and I’m hoping someone here can help or share similar experiences.

I returned my Meta Quest 3S using the prepaid return label provided by Meta. I followed all the instructions, packed it properly, and dropped it off as required. But now, I’ve been told that the package arrived empty, and because of that, Meta won’t process my return or refund me.

So now I’m stuck without my money and without my product because it went missing during transit—which is completely out of my control. Since Meta provided the return label and covered shipping costs, this shouldn’t be my responsibility.

Under EU consumer protection laws (specifically the Consumer Rights Directive 2011/83/EU), if a retailer provides the return shipping method, they are responsible for the item during transit. That means Meta should be liable for any loss or damage after I dropped it off.

I’ve tried reaching out to support multiple times, but all I get are automated responses that ignore my concerns.

I really expect Meta to honor its responsibilities and resolve this properly. If I don’t get a fair resolution soon, I’ll have no choice but to take this to consumer protection authorities.

Has anyone else dealt with this? Any advice on what to do next?

Thanks in advance!

[d0gg]

Do exactly what you said. If you shipped a box with the 3s in it and it arrived at meta returns and it was empty. And meta is screwing you over… File a report with the EU consumer protection authorities.

I have never heard of someone being told that meta received an empty box when they returned something. Doesn't make sense that a multi billion dollar company would try to screw a consumer out of a $300 VR headset. So something happened somewhere along the way.

Get the authorities involved and have them help sort it out.

[TomCgcmfc]

When you took your Q3s to the shipper they would have weighed this and should be on the shipping docket.  Your original received shipping docket would also include this weight.  Unless you dishonestly filled your box with rocks I think that empty box weight differences would be pretty obvious.

[Alexaachi]

Hi Tom, appreciate your time to reply ! I have already spoken to the post office, and they confirmed the following:

• Since Meta provided a prepaid return label, the post office did not weigh the package. In cases of prepaid labels, the weight is not listed on the receipt—only when the customer pays for the shipping.

• They also do not take photographs of shipments—and neither do I. Maybe that was my mistake, but honestly, who takes pictures of their package before returning it?

[TomCgcmfc]

@Alexaachi  I’m pretty sure that your post office would have weighed and checked this.  Mine did with the last free shipping labels when I took mine to my local post office.

As far as pics go, I always do this.  With Vive it’s a return requirement so I got used to doing this.

[Alexaachi]

For prepaid labels, the receipt does not indicate the weight; it is only listed when the customer pays for shipping. This is the case in Germany—I know this for a fact and have had it confirmed by the post as well. I reached out to Meta again but received the same response. We're going in circles, so I will have to file a complaint.

[TomCgcmfc]

@Alexaachi  Not on shipping labels but on the shipping page that you needed to supply to the shipper.  This was for customs.  All sounds a bit fishy but in any case I hope yours gets resolved soon.  Cheers