Complaints

This profile includes complaints for Meta Store's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Meta Store

  1 Hacker Way Menlo Park, CA 94025-1456

• 

  Meta Store

  19800 MacArthur Blvd #450 Irvine, CA 92612

• 

  Facebook Reality Labs

  131 15th St Pittsburgh, PA 15222-4265

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  Facebook Reality Labs

  4720 Forbes Ave Oakland, PA 15213-3701

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  Facebook Reality Labs

  4420 Bayard St Ste 100 Oakland, PA 15213-1530

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23356311
  
  I am rejecting this response because: The business has been telling me that the case is open and they are investigating it for over a month. This is not something that needs an investigation. I have attached proof of purchase and proof that I sent it back to them and proof that they received it, and I have also provided proof of employees telling me that I am owed a replacement. I have also provided emails of employees saying that the replacement would come within five business days and proof that its been over a month. Their response is saying that the case is open and they will get back to me. They have been saying this for a month. Meanwhile, they still have my money that I paid for the remote and they still have my remote and I still have no replacement 
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 05/21/2025

  We were able to locate the customers ticket, and do see that it is currently open, and that their case is currently being investigated by our logistics team to resolve the issue and get the replacement sent out.
  
  As soon as there's any details related to their case, they will be updated on their ticket.

  Business Response

  Date: 05/21/2025

  We apologize for the delay that thy are experiencing. Our logistics team is actively investigating as to why the item has not shipped out, and will relay any details about the investigation through the currently opened ticket.
  
  We have not forgotten the customer, and are working towards resolving the issue on their behalf, so they can get their replacement. We ask for their continued patience through this process.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23356311
  
  I am rejecting this response because: there is nothing they need a logistics team about or any reason why I have to keep being patient. It has been over a month. This is such a clear cut and dry issue. I paid for a defective item. I did what they told me to do and sent it back they told me within five days. They would send me one back and they have not so there should be nothing that I need to continue waiting for or it be referred to a team, etc. etc. they have been referring it to different employees and teams for over a month they should just send the replacement. I dont know what the reason they are not doing that is it is so simple.
  
  Sincerely,
  
  Christina 

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My services were fully reinstated as of this afternoon.  Thank you for your time in dealing with this
  
  Sincerely,
  
  ******* *******hey say ***** to resolve but it's been well over a week, no one to speak with and no help. I REFUSE to send money for an error at their end. I am a 53 yr old women. ******** established in 2006 therefore impossible to be a minor (common sense) I have done everything they told me to do and still no one will help. I will be happy to submit all 50+ emails if required but didn't see an option here to do that.. I don't need financial comp., I just want all accounts reistated. If they refuse, then I want comp for the money I spent within the oculus system. Games/apps etc...the reason I am adamant about restoring ******** is because I would like to at least save pictures of familythat I had on there that I no longer have access to. Again, how can I be a minor if the ******** acct was set up in 2006. They only have to look at my profile to see this. And oculus and everything I have is connected to this acct

  Business Response

  Date: 05/15/2025

  We were able to locate the customers ticket, and do see that the ticket is currently on-going and being handled correctly. The customer has been asked to verify their age by either providing ** through our secure gateway, or by utilizing a credit card verification method.

  If the information on the ** does not accurately match the details on the account, then we are unable to utilize the ** as a verification method. The customer needs to continue working with our agents who are working towards a resolution.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/13/2025

  Hi BBB Team! 

  I understand that customer's having issues in redeeming the exclusive game namely Batman: Arkham Shadow included upon the purchase of their Meta Quest device. I know how this affects their overall VR experience, so I'll happily help!

  As I checked, there hasn't been any support case opened by the customer. With that in mind, kindly inform the customer to open a support case with us so that we can help resolve this matter. Additionally, please set proper expectations that once they've created a support case, we will require information to help authenticate their account.

  Kindly redirect customer to this link in contacting either email or live support: **********************************

  Thanks Team! 

• Initial Complaint

  Date:05/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23311830
  
  I am rejecting this response because:

  I have asked them to give me updates on what they are doing, what they ate suspecting, also If they could transfer my items to a new email account. I get no answers. I continue to get generic responses and they also have told me my request auto closed. I cannot get anyone to actually talk to me about my son and my account. 
  
  Sincerely,
  
  ****** ******

  ed. I understand your concern, and I want to assure you that we're here to assist you. Your case may have been automatically closed by the system due to inactivity or standard process, but this does not mean the issue is resolved if you 're still experiencing difficulties. Id be happy to reopen your case and continue working toward a solution. Please confirm any updates on the issue, and we'll make sure to address it promptly. In the mean time, if you have any further questions or require immediate assistance, please do not hesitate to contact us. I received 3 other emails on May 7th telling me they would be working on this. I first contacted them February 24th 2025 and they have not resolved the issue or told me why they have blocked my account. We both have done everything they have asked and now they do not give any solution only to continue to wait.

  Business Response

  Date: 05/10/2025

  Hi, I would like to start by apologizing for any inconvenience the complainant may have experienced.
  

  After reviewing the provided details, I see that the complainant has an active customer support case (#********* regarding their concern about being unable to make digital purchases on their account.

  We understand the importance of purchasing games. However, please inform the complainant that the aforementioned case has been forwarded to our team for investigation. Our team has discovered that multiple customers are experiencing the same issue. Please reassure the complainant that our engineering team is aware of this and is currently working on a resolution.

  In the meantime, we kindly request their extended patience and understanding while awaiting an update on the case.

  To avoid confusion and ensure efficient communication, please advise the complainant to reply to or wait for updates on the existing case rather than creating a new one.

  Thank you!

  Business Response

  Date: 05/13/2025

  Hi there,

  We apologize for the inconvenience this caused to the complainant. 

  We understand that the complainant wants to transfer the games on their new account. However, we would like to let them know that we don't have a tool to transfer games from one account to another.

  However, we want to let the complainant know that our engineering team is actively working on resolving the issue and we're making good progress. We'll be in touch with their active support case soon as we have any updates.

  We appreciate their patience and understanding during this time. Please know that we haven't forgotten about them and are doing everything possible to get things back up and running as quickly as possible.

  Best Regards,

  
  

  Customer Answer

  Date: 05/17/2025

   
  Complaint: 23311830
  
  I am rejecting this response because:

  The response they are giving Since February. They do not give any updates without being asked and they are still telling me my case was auto closed. I waited before I answered this to see if I would hear more from them about the situation. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23298721
  
  I received an email from **** with their proposed solution and I replied to them. The email thread is attached.
  
  Asking me to return my device for a full refund and then reorder the product is not how you resolve a problem made on Meta's end. I just want the 2 year subscription that I in good faith paid for applied to the device I was sent. The fact that some stranger received the two-year subscription that I paid for is not my problem either.
  
  Sincerely,
  
  **** ********hing screenshots and chat transcripts for reference.

  Business Response

  Date: 05/08/2025

  We were able to locate the customer's case, and requested the ticket get escalated to be handled by another team. Due to the nature of the bundle that they ordered, we are unable to just refund the Meta Horizon+ (formerly Meta Quest+), so another solution will need to be presented. They should make sure to work with the agent who will be handling their case going forward.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23298721
  
  I am rejecting this response because:

  I am continuing to work with the specialist at **** to reach a resolution and appreciate their recent efforts. However, since the subscription and warranty have not yet been applied to my account, I do not consider this matter resolved.
  
  At this time, I do not need the BBB to take further action, but I would prefer to keep the case open so I can continue to document progress. I will update and close the complaint once the issue is fully resolved.

  Sincerely,
  
  **** ********

  Business Response

  Date: 05/09/2025

  At this point, the customer needs to work with the agent who is handling their case, and that agent will explore all available options to resolve the customers complaint and ensure they get what they paid for. The case is active and on-going.

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23286433

  I am rejecting this response because, as Ive stated multiple times in my emails and messages, I only used the projector box to package the ** headset and its accessories. It is completely false that a projector was includedI never received one. What I received was a box containing a small black item, not a projector.

  
  Furthermore, I have text messages with my neighbor from the day the package was delivered, confirming that I reused the projector box solely for shipping. It makes absolutely no sense that I would send a $400 projector instead of the $400 ** headset. On top of that, I had to purchase a replacement headset myself, which cost me another $500.

  
  Ive provided all the supporting evidence and documentation proving that I shipped my ** headset. The **** representative continuously changed their story they didn't even look in the box one it arrived until i emailed them to do so  in each of the more than 60 emails Ive exchanged with them. First, they claimed it was a projector, then an empty box, then a battery pack, and finally claimed they never received it at all.

  This company has been entirely inconsistent and dishonest throughout this process.
  If it werent for the fact that my bunkmates had invested money into this product alongside me, I never would have bought a second one.

  
  Sincerely,
  
  ******* ****

  was sent. I have tried repeatedly to resolve this with Meta directly, but they have been unhelpful, dismissive, and are now refusing to honor their original agreement.This is unacceptable customer service and leaves me without the product I paid for, despite complying fully with their return and replacement process. I am requesting that **** immediately:Acknowledge receipt of my returned headset based on the proof provided.Fulfill their original promise by sending me a replacement headset.Apologize for the delay and mishandling of this matter.I hope that by filing this complaint through the BBB, **** will finally take this issue seriously and resolve it promptly.Thank you for your time and assistance.

  Business Response

  Date: 05/05/2025

  Hi BBB Team! 

  On behalf of the Meta Store Support team, I have thoroughly reviewed the case and understand that the customer is looking for their replacement device. However, after carefully checking and coordinating with our logistics team, I can confirm that the warehouse received a portable projector instead of a Quest 3 device. Upon reviewing the thread of conversation we had with the customer via the support case, it appears that the customer claims they no longer have the original box and therefore used the projector's box for their return. The customer insists that the equipment itself is inside the box when opened, but our logistics team confirmed otherwise.

  Our records shows that the replacement was created last March 8th, handed over to the courier on March 16th and arrived at our warehouse March 20th and got cancelled on March 25th for the reason that warehouse received a Non-Meta item, specifically a box of ********* Projector with **************** inside. As a result, the warehouse shipped the package back to the customer.

   I understand how customer's upset with how things went through because if I were on their shoes, I'd also feel the same. However, if they believe that they received an incorrect item and insists that they sent it the headset back as instructed, I do recommend getting in touch with their courier for further clarifications as we're only referencing the information we had from the logistics team as well which has direct contact with the warehouse. 

  Thanks Team!

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23286433
  I am formally rejecting your response regarding my replacement request. The item that was returned to me was a portable battery, not a projector, and certainly not the ** glasses I originally sent.
  
  
  I have clear proof that the item I sent was my ** headset. Therefore, I am requesting that you provide evidence or proof that a projector was sent back to me, as you claim.
  
  
  Until this is resolved properly, I consider this matter unresolved and expect a prompt and accurate correction.
  
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 05/06/2025

  Hi,

  I would like to start by apologizing for any inconvenience the complainant may have experienced. We understand the importance of receiving orders in a timely manner, especially during this time.

  However, the aforementioned report has been forwarded to our dedicated team for investigation. They discovered and confirmed that our warehouse received a portable projector instead of a Meta Quest 3 512GB device. We know how important this is for the complainant. Please advise them to reach out and coordinate with the courier for further checking and assure them that once they have the actual device, we will be happy to arrange a new replacement.

  Thank you!
  

• Initial Complaint

  Date:04/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased meta store credit on February 24th, when I entered my credit card information, I selected the box that said to not use my card for future charges. Then I started all these charges on my charge that I didnt authorize. I filed a dispute with my credit card company and after an investigation they deemed my claim valid. I was refunded the charges. Now my meta store account is locked and I added $75 to it via gift card. This is so my card wont ever get charged like that again. They wont allow me to use it. Its already been purchased and uploaded. They essentially stole my money. I want my account unlocked.

  Business Response

  Date: 05/09/2025

  Hi, I would like to start by apologizing for any inconvenience the complainant may have experienced. After reviewing the provided details, I see that the complainant has had a ticket with our support team, which we have provided multiple workarounds to help resolve the issue with their digital transactions.

  We understand the importance of purchasing applications for their account, especially as the complainant wanted to enjoy and play their favorite applications. Upon further review, we can see here that they had made a recent purchase on a specific application. Can we please confirm with the complainant whether they have already purchased the applications in question or they still experiencing the issue?

  If the issue still persists, we would like to ask and recommend that the complainant use an alternative payment method. Thank you!