I want to share my frustrating and unresolved experience with Meta’s customer service in hopes of warning others to avoid purchasing any product from the Meta store directly. If you anything goes wrong you are completely out of luck.
On August 13, I placed an order for a brand new 512GB Meta Quest 3 and the Elite Strap with Battery through Meta’s official store. Instead of receiving what I paid for, I was sent two refurbished 128GB Meta Quest 3 headsets on August 16.
I immediately contacted Meta’s customer service and provided all the requested details, including photos and serial numbers of the incorrect items. Despite this, it's now been over 30 days and I have received no meaningful response or resolution - even after contacting them again on 8/21, 8/27, and 9/9.
Meta’s lack of communication and complete disregard for resolving this issue is unacceptable, especially from a company of this size. If you’re considering purchasing from Meta directly, I strongly advise you to think twice.
We understand your frustration, we can see that our team is still working on your case.
We will check in with them and ask them to send you a message whenever there is an update.
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