Walmart not accepting returns because of serial numbers

[skd1.2023]

bought my Quest 3 from Walmart, tried to return the item, Walmart refused stating s/n on headset does not match s/n on box. even after presenting them with Meta email showing all s/n do not match. Walmart still refuses the return. 

[DaftnDirect]

This is an old problem that keeps cropping up from time to time. Thankfully not too often though!

Yeah the number on the box is the serial number for the package, each controller and the headset have their own individual serial numbers.

Not sure what to do if Walmart refuses to accept an email from Meta. The Quest can't be the only product that has a package serial and multiple items serial numbers within. They've been selling Quests for a long time now and they've all been this way. You could prove to them that this is the case by getting them to open an unsold unit and see for themselves. If they refuse, just say you'll buy the unit if they're right!

Did you speak to someone on the shop floor? was there a manager you could raise it with?

Does the US have the equivalent of the Consumer Credits Act that we have in the UK? if bought with a credit card can you get your bank to refund? then it's the banks responsibility to take the dispute to the retailer.

[Teddycod]

Had same issue, Tried to speak to manager no manger on duty but supervisor declined. I even told him i will buy a new unit and show them they said they will not open a new package and if I do buy new package and serial is different we will not return it. I called Walmart corporate and they told me manger will call me well it’s been month so far still no call. Trust me stay away from buying from Walmart otherwise risk going through the headache, your choice!! 

[DaftnDirect]

It's possible they know exactly what the situation is and use the serials as a tool to decline refunds or replacements, if true, hopefully it's individual store managers or shop workers who've come up with this tactic rather than a policy of the chain. I'm sure this is the case otherwise we'd have a lot more reports on the forum. I think we've had maybe 4 or 5 over the years... that doesn't make it right and it shouldn't happen at all.

But hey, I'm not here to explain Walmart... if anyone has a bad experience with any retailer, this forum is a great place to let people know!

Other things I'd do if in this situation is... when talking about the issue with the store rep, stay polite but be loud enough for other customers to hear, also ask if you can record the interaction, note the names of whoever you deal with. In any event, hope you take the matter up with your bank and/or whatever consumer advise organisation you have in the US.

Also, contact Meta support if you run into a brick wall. Maybe they can do more than just give you an email to show the store.

But yeah... I've always bought direct from Oculus/Meta. Amazon and John Lewis here in the UK are also hard to fault.

[MetaQuestSupport]

Hi @skd1.2023 and @Teddycod! We are sorry to learn that returning our Quest 3 to Walmart is giving you trouble. Our goal is to provide you with the greatest VR experience. We would love to assist you in getting back to VR gaming as soon as possible, so please let us know if there is a problem you are having with your headset that we can help troubleshoot. 

[Dameo]

Hello, you are leaving the same problem, I went to Walmart to return it and I couldn't do it, I need help

[MetaQuestSupport · Accepted solution]

Hi there @Dameo, we see you are also having issues with not being able to return your headset back to the retailer. We understand how inconvenient this may be, and we'd like to try to help out with this situation!

If you are trying to replace your headset due to issues or damage, please PM us. We'll be more than happy to assist you on this!

If you are purely trying to return the device without the need for another headset and they aren't accepting it due to this serial number difference, we highly recommend going to other locations for the retailer you purchased the headset from.

We hope this helps!

[MetaQuestSupport]

Hey everyone! We wanted to follow up with you and see if you still need assistance with your issue. We will be patiently waiting for your response and hope to get you back on track!

[kojack]

Meta needs to make an official webpage that explains serial numbers for stores that won't accept different numbers between the box and headset. Stores might accept that (a public page) more than they would seeing an email from support to a customer.

[Choleni]

Yes, and preferably a big red sticker on all future packages saying serial numbers are different.