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My Meta Quest order hasn't arrived

Honored Guest

So ordered a Quest 3 and some accessories on 9 May- Meta Store indicates delivery by 13 May, as soon as I've paid it's actually 15 May....then I get an Auspost (Australia Post)tracking reference number, they've got it and I'll get it on 10 May...Yah...nope still waiting...2 weeks now, Auspost don't know where it is but tell me Meta can recall it...I can't redirect as meta want me to send it to Hong Kong! (if/when I get it)...ran out of patience as meta customer service is radio silent and not responding..Auspost says it's with the sender to resolve...bought on Amazon received in 21 hours...unfortunately trying to get any refund from Meta is going nowhere!


Community Manager
Community Manager

Hey there, @HouseofThomas, we appreciate your comment about this issue. We would like to move you to a PM in order to gather more details from you and assist you. We know how exciting getting a new Quest device can be. Please 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 can't wait to hear back from you on our PMs! 

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

Community Manager
Community Manager

Hey again, @HouseofThomas, we're just circling around to see if you are still in need of our assistance, we hope to hear back from you soon in our PMs regarding this issue. 


Always feel free to contact us back with any more questions or concerns. Have a great one!

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

Honored Guest

Now approaching a month since I ordered a Quest 3 and accessories and 'customer support' refuse to provide any updates, do not respond to emails, have refused to recall the delivery (which the courier Auspost indicated they could).

Only two responses to dozens of emails, first one (after 2 weeks) indicating they would "get right onto it" and asking me to confirm my order details (??which they already had) and "thanking me for my patience" (which had long since run out) then a second one (a week later) "Upon checking, it seems that our engineering team is still conducting a thorough investigation on this matter. To set proper expectations, this may take quite a while that is why we are soliciting your continued patience and understanding through this matter.
 Rest assured that we are doing our very best to speed up the process so that we can resolve this issue as quickly as possible. No worries, as we are continuously monitoring your case and we are doing our very best to assist you on this matter. Should there be other concerns we ought to know, don't hesitate to contact us again and we’ll be happy to help!"

Have sent several emails since with zero response. They have over $1000 of my money and refusing to refund!

After a week I ordered one from Amazon - arrived in 22 hours.

By far the worst customer service I have ever experienced. They really don't care.

To be honest I wish I had done my usual research! So many similar stories online (particularly reddit) of terrible customer service and major issues. I just assumed meta would be safe as such a major brand. So wrong. So badly wrong!

Will now have to dispute the credit card transaction which apparently can take several weeks but probably quicker than a resolution or contact from meta. I've also raised formal complaints with the Australian Ombudsman about the lack of support from the Courier (Auspost) and the ACCC about Meta's poor conduct.

mmm- No I've been trying to respond through your designated support email - unsurprisingly with zero response to several emails- still no update, device (from you anyway), and no refund with zero tracking updates to boot - several sleepless nights and have now submitted a transaction dispute with my bank and credit card provider.

Why PM? I guess I'd be embarrassed to discuss this horrendous customer service in public. Curious as to why you couldn't PM me?

Hey @HouseofThomas! Thank you so much for reaching out. We received your PM and will be continuing the conversation there.

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