Meta Approved My Replacement 11 Days Ago. No Glasses, £175 Held and No Answers.

I am posting publicly because Meta's customer support system has failed to resolve my approved warranty replacement, and I simply do not have the time or energy to keep repeating myself.

I purchased Meta smart glasses in July 2026. Within four months, the microphone developed faults and the camera became extremely blurry.

Meta approved an advanced replacement on 1 November. I authorised a £175 card transaction, which remains pending against my bank account.

Eleven days later, I have no replacement, no tracking number and no confirmed dispatch date.

After numerous emails and WhatsApp conversations, I have been told the order is stuck in processing, that an investigation is ongoing and now that Meta is investigating a supposedly missing parcel with a courier.

Nobody can even confirm whether my glasses were dispatched!

There is also a prescription lens problem.

My faulty glasses have independently fitted Transitions reading lenses. My original lenses were not returned by the optical company that replaced them.

I rely on these glasses as everyday readers, not simply as sunglasses or a camera.

As a goodwill resolution to this prolonged and unacceptable experience, I am requesting replacement glasses fitted with +3.00 reading lenses and Transitions functionality, at Meta's expense, or reimbursement for having them professionally fitted.

I also need written authorisation to return my faulty frames without surrendering my prescription lenses.

Meta, I am asking for a senior human representative who can actually resolve this.

I do not have the time or energy to spend hours chasing automated responses. I have been patient, cooperative and reasonable.

I want my approved replacement, the reading lenses I need, a resolution to the £175 authorisation and a clear delivery date.

Can somebody from Meta's senior customer resolutions team please take responsibility and contact me privately?

I genuinely love the product. I just want to be able to use it again.