Meta Store
Reviews and Complaints

I mailed in my oculus headset and controllers, they deny ever having received my controllers even after I pointed out I received emails that PART of my order has shipped. They are pretty much trying to just blow me off. Now I have a 10 year old boy with a headset and no controllers. They could care less. Scheduled a customer service call, they did not call me. Shameful behavior, I will not give up.

The Oculus Quest 2 is good product in theory, but quality control is terrible. I am on my 4th one and each stopped showing any image, instead showing what's become known as the black screen of death. Oculus takes around a month to decide it needs to replace the unit and to send the replacement. Their automated system apologizes for the repeated delays, saying they are very busy. I don't doubt that and it ought to tell Oculus they have a defective product. They ask you to do a factory reset--the only attempt they make at fixing the problem. The unit otherwise apparently cannot be repaired. Then they eventually send you a shipping label to return it via UPS overnight air. However, they ship the replacement by UPS ground. We use the Oculus as part of our exercise program and can't be without it for a month at a time. We bought a backup Quest, but now both aren't working and we are waiting for Oculus to send replacements. I have never seen such a shoddy product.

informed other tech giants like this one about the rollout for Windows 11 over a year before it's release in October. As of this posting it has been 17 months since *** was made aware of the Windows11 upgrade and they have yet to make any ATTEMPT at updating compatibility for their software to the upgrade. When their support is contacted about this issue, the official response by multiple customer service agents and their supervisors is to advise that YOU buy a windows 10 key at YOUR expense and use THAT to run their hardware. To clarify, Oculus/Meta wants you to pay an additional cost of up to $110USD to another company on top of the $450 you already paid for your headset, to get an OUTDATED operating system, install that outdated operating system on your computer and use THAT to run your headset all because their company outright REFUSES to update their software. They're doing this on purpose to wait out the obsolescence of the older headsets and force users to buy newer, more expensive headsets to continue gaming. This is predatory business practices at BEST.

I see that the company cuts and pastes the same response to every request. I would like to make clear that we have EXTENSIVELY gone through the correct protocol that they have posted in response to everyone who posted here and are now being totally ignored after providing the same requested information repeatedly. That's why we are here; I would never post something like this frivolously. The Facebook account for the primary user was fully hacked (unable to recover through Facebook), and Oculus requires login through Facebook. So, here we are, unable to login, having been told this could be sorted out and now outside the seller's 15-day return period. I don't remember ever, EVER receiving customer service this bad. They respond initially, ask the same questions over and over, and then ignore you. I even emailed their media email twice out of desperation; no response. There's no number to call either (the one listed here is not connected). I would truly recommend avoiding this company and doing the necessary research to find alternatives with at least decent support. I feel like my money was stolen, and they couldn't care less.

I ordered an Oculus Rift for $399. I received tracking from *** Then I received a message from *** saying it was being returned to the sender, that it was being recalled. They told me it made it to *** not MA, my state. I reached out to Oculus via email and asked them to follow up with *** because the item I purchased was never delivered to me. *** said Oculus had to file a claim, even though I was the one who was charged. *** from Oculus support said she is investigating with her team to find out what happened. She said she didn't think the package ever left the factory.I was told if I wanted the unit I would have to reorder it with another payment. I asked her to please check with *** because they will confirm I never received the package. She keeps telling me day after day that I will have to wait until she figures out what happened at her facility, to my order. I have repeatedly asked her to refund my credit card and she keeps telling me to be patient. I told *** I no longer want the order to just return my payment. My credit card shows the charge, and I have filed a dispute with them, but that can take 8 weeks or more.

I am really disappointed with how Meta recently handled their account outage. I was one of the many oculus customers that were unable to access their accounts, for me, at least almost two weeks. I contacted support five times, on the last time, I was finally able to receive assistants to reset my account. Each time before I would contact support, I would get the run-around, agents telling me "someone is currently working on it," "you will have your account in a couple days," and continuous lies, when in reality I had no communication from anyone at Oculus' support. I went to the Oculus forums, where I read, people were getting help from certain tech support representative, and said to not give into the representative telling you just to wait. So I finally reached Leshua, who helped me! They gave me a $30 credit for my inconvenience, I know was low, but at the end of one and half hours of resetting my account, I did not feel like arguing, I was just happy to have my account back. My real issue here is the lack of communication from Meta, no emails advising, us their paying customers, what is going on or when our accounts will be accessible.

I dont recommend buying Oculus accessories through their website. The customer service is awful. We ordered the Elite Strap with battery to go with the Oculus Quest 2 for my son for Christmas. The strap was never shipped even though I received an email saying it shipped with the Oculus. The label was printed, and the strap is stuck in the warehouse. Rather than canceling my order, so that I can purchase it using a different method, I am told I have to wait for it to ship, then I can return for a refund, with no promise as to when it will ship or be delivered. The email saying it shipped was received December 15th.Updated review 2 days later 12/28, Oculus *** STILL has not canceled the order for a refund, even though according to their terms, it is my right to cancel before shipment. The package has still not shipped, but I requested the cancelation days ago. They need to do the right thing, but they refuse. They've left me no choice but to file a dispute with bank, so now I'm waiting on that. Multiple reviews below show that their *** poor customer service is a common issue. Multiple reviews show they refuse to give refunds. DO NOT BUY THROUGH OCULUS WEBSITE.

I got a Rift S recently, I was excited as I always enjoyed VR, but didn't know that it used a DisplayPort cable, as I was used to the CV1 with its HDMI cable. I consider my laptop beefy, it can run most games on ultra settings without hiccups, so it is most likely "VR ready", and yet it can't use VR because they used a cable that excludes a large demographic. After searching online for a fix I got a USB type-c adapter that would allow it to work, and it did, for about ten seconds, then the video will just cut out, this happens every single time I use it, I have tried every fix Oculus support has recommended to no avail, not even a little change, I have tried around 20+ "fixes". It is shocking that a $400 piece of hardware has so many issues, and dealing with their support is a joke, if I knew support would tell me to try a fix I've already tried I would have just never contacted them, they take forever to respond and they seem to know little about computers, I am most likely returning my product for a refund and switching to Vive. I used to like Oculus, but as a consumer I feel mistreated as to how they have handled my problem and it is disgusting. If you are ever going to use VR, use Vive and save yourself the headache.

I purchased my Oculus in April. Since then, I have barely used it. Recently I have started using it quite a lot, and I noticed that one of my controllers triggers was squeaking very loudly. After noticing that, I went straight to oculus support. The one who answered my support message was ***. Even after stating my issue, he started to ask questions that had nothing to do with the issue at hand. After some time, the questions became more relevant. The questions became about my issue instead of asking about the headset itself, which was not the issue at all. The conversation ended up being moved to email instead of the oculus chat room, and that is where everything takes a turn. I am asked to send a video of my controller squeaking, which I was easily able to do. There was now clear proof of the defective product. After sending this, they then ask me to send my controller back to them BEFORE getting my replacement. I called this out, and they responded saying they could not move forward unless I sent the product back and let them diagnose, which could take way too much time. Either way, I enjoy using the headset, so I would not send back just ONE controller because I would be unable to play VR games. Now I have a squeaky controller made by a service with terrible "support".

I have enjoyed my oculus quest vr headset for about 3 months with little to no issues. Then they announced the quest 2. I pre-ordered the headset immediately. As soon as the headset came i couldn't wait to set it up... here's where the issues started. 1st, you have to "merge" your oculus account with your FB account just to be able to use the quest 2 headset. Which I'm fine with that even tho I dont agree with it... ah, long story shorter, as I'm going thru the setup to pair the headset, it asks me what email to merge FB to, I gave the wrong email which I thought my oculus account was under... so now my FB is "permanently" merged to a brand new oculus email account that has none of my purchased apps/games, friends, or progress... and apparently the only way to reach out to FB/oculus is to create a troubleshooting ticket. I have tried 3 tickets, written over 10 emails since the last msg I received, and haven't been responded to in over 5 days. Last msg I got was "we usually only allow one FB to merge to an account, we will look into it"... I now have over $1000 invested in 2 headsets and apps/games which are now rendered useless. Facebook/Oculus does not care and have given me the worst customer service experience... making a simple mistake like that should not "permanently" ruin your progress and experience. I am highly disappointed and upset. But who am I to them. Can't expect them to care I guess... its a horrible way to conduct business

I ordered an Oculus Quest 2 in June . I have an APO address, so anything shipped to me should be shipped with *** Using any other vendor will cause the delivery to take around 2 months (instead of 2 weeks) and the packages tend to take a beating. Oculus says they ship using *** and that they ship to APO, so it shouldn't have been a problem. The order status said shipped. A week later, I see that the tracking is for DHL, not ***, and that they still haven't received it. I contacted Oculus and told them to cancel my order. At first they said they couldn't because it was already shipped, but I said it just says shipping labels were created and that DHL still doesn't have it. Then they said my request was processed and the shipping labels were canceled. I bought the items elsewhere. While waiting for my refund to be processed, I was surprised to receive the order in the mail. At this point, I now have 2. I contacted Oculus and asked for a refund. They said they would send me shipping labels. That was 5+ months ago. First they say they are having difficulty making labels for an APO address (never had that issue with any other company). They refuse to give me an address to send it back myself. Then they give me a label just to return the cheapest item in the order instead of the entire order. Then they are back to having issues making the labels (even though they just did it). Good product, but horrible company. I suggest buying it from Amazon instead.

Oculus was my introduction into the world of VR. and while i did enjoy my product ( Oculus rift cv1) and everything that they bring to the world of VR my complaint comes from they way they treat their customer base and their support. I purchased my rift In Nov of 2018, unfortunately the rift became discontinued in March, but at the time that meant nothing to me as my headset was fairly new and i expected a good few years of use. Unfortunately by May , (1 year 7 months) the detachable video cable from headset to PC wore down from use and caused intermittent display issues making the headset unusable. After many back and forth's with customer support trying to acquire a new cable i was ultimately told that because i was out of warranty (1 year from date of purchase) they could not replace it for me, when i inquired to purchase it at my own cost i was told that because it was discontinued they were unable to sell me one. Yet their recommendation was that i buy a refurbished Rift for $299 from their online store or upgrade to their latest model (at my expense) instead of just selling customers a $75 cable that was previously available on their online store. After further investigating online, this is now a common occurrence with many Rift CV1 owners leaving us with $500 paper weights as there is no substitute cable currently available on the market. This whole experience has left a very sour taste in my mouth, and while i absolutely love VR and the road it is heading in i cannot support this company again in the future. BEWARE to all future buyers.

We bought an Oculus Rift S in the summer of 2019 and have had issues with one of the controllers from the start. We sent the controller back and they sent a refurbished controller with the same issues. We sent that one back and got another replacement that was ALSO a refurbished controller and ALSO had the same issues that the other two did. I specifically asked them to send a NEW controller, as we paid for a new controller when we bought the set and it was defective. The company keeps sending us refurbished controllers that all have the same issues that the original controller had. It is also absolutely ridiculous that they lie in your emails stating that you "may" receive a refurbished controller when they NEVER send anything BUT refurbished controllers. If the product wasn't bug-free when it was released then it never should have been released. We have been dealing with this for nearly 2 years now and have been far more patient and we should have been. We paid over $400 for this thing and have yet to get our money's worth from it because it never works properly long enough. It's basically been a $400 piece of wall decoration. I don't understand why they can't just send a NEW controller out instead of controllers that they know have already had issues. Clearly, if they have ALREADY had issues, then they are more likely to continue to have issues. Sending a used controller is just a cop-out at this point. The company doesn't want to send out a brand new controller because it costs them more than sending a used one, regardless of how much damage continuing to do so causes to the customers or the companies reputation.

I bought an Oculus Quest 2 in September and within a month and only a couple uses the screen turned white and was unable to use it. After communicating with Oculus they told me to put everything back in the original box and they emailed me an overnight shipping sticker. So I did exacally what they said and sent it in. Fast-forward all the way to November, I heard nothing from them, finally after numerous failed attempts to talk to someone they reached out to say they shipped an Oculus back. They didn't tell me if it was my original one or what was even the issue with mine. Weeks later I received a small box in the mail, and all they sent me back was a headset, No controllers,not new ones, or my original ones which worked just fine. After another frustrating attempt to communicate with them they finally emailed back saying they only had a ticket for a headset and they know nothing about controllers and they don't know what to tell me. Luckily the conversation was saved about sending everything back to them in the original box. Now contacted or getting a response to difficult and when they do it's someone saying they are looking into it. As a company as big as *** or Meta however they wanna be called now, they should have way better customer service. Now I bought a faulty product from them and they took forever to replace it and at the same time lost the things I need to be able to use the product. Instead of sending used controllers, my original controllers, or even new controllers to make up for there mistake, instead they give me the run around and smart a*** email responses telling me first " were backed up from the holiday season, to now there telling me " oh we're back up from the after holiday season". What kind of BS company is this? I've asked numerous times to speak to someone that has some sorta management at this company and have gotten nothing

We purchases my son an oculus when he graduated this year, and started having issues with the left controller a couple months ago. After trying to figure out HOW to get help with the warranty, we finally got some help and they sent a REFURBISHED replacement controller once they received his other one. Within a few weeks or so THAT controller started having tracking issues so bad, that he couldn't even play his games. Fought ONCE AGAIN to get support, (can't speak to anyone except for email and messaging...) and once we finally got a response, they said they needed JUST THE HEADSET! WTF? RHE CONTROLLER IS HAVING TRACKING ISSUES? So. Jumped through the hoops and sent it off. Tracked it till it got delivered. Sent an email asking for an update about it and they responded back with this? Thank you for reverting back to Oculus Support, I hope this email finds you great. I understand that you want to know the update of delivery for your Quest 2 device. Not to worry, I will update you in regards to this ***. As I have checked on the update I could see that the device is still being shipped to our Warehouse. It usually takes about 8 to 12 business days from the time you ship your Oculus device back to us, we receive it and then send the replacement back to you.Keep in mind shipping and delivery times may vary based on your region, holidays and weather conditions. Your Feedback is highly appreciated. Here at FRL Support, we continuously seek ways to improve our service. To ensure that we are providing the best customer service experience, you will soon receive a survey asking for your feedback. The survey should take no longer than 5 minutes to complete. I will be closing this ticket, please do not hesitate to reach back out to us again in the future for any questions or concerns that you may have. We are always happy to help! Have a wonderful week,*** Kulasic Oculus Support | *** I have the tracking number and it shows it was delivered! Caught in a lie right there! Oculus Support is a joke! Worst company to deal with! Would no recommend an Oculus unless you want to deal with this c*** if something goes wrong!

1 star is too high for this joke of a company. Buyer BEWARE! You might as well flush your money down the toilet because whatever you purchase will not work long and the warranty and service you will get in response is a complete joke with no real resolution. In August , my minor son used his own money to purchase a VR system, which he connected to a brand new computer gaming system. He enjoyed playing it for ~6 months and then it stopped working. It is obvious to us and many other users if you look at complaints online that there is an issue with the optical cord not being able to withstand the constant movement and tangling that happens with a VR unit. The unit will come on, but with any movement, the VR screen goes black. When moving the cord, it will come back on but it seems there is a connection issue because it then goes out again. We have contacted Oculus many times over the last couple of months where we have gotten the runaround. After our first interaction, they told me the unit was under warranty and that if we provide our address and other pertinent information they would provide details on how to return the unit for service. After that email, I received another message stating that before that could happen we needed to troubleshoot with some things that they suggested. After doing those steps, we received another message for troubleshooting, completed those and received another troubleshooting message. It has become clear that their only goal is to string us along long enough that we get tired of the runaround and go away. All I have asked for is the ability to replace the cord that they know is not designed properly and goes out, but they do not make it available for their customers. They do not make replacement parts available and do not honor their warranty to replace parts that stop working. But, to be honest, I'm not asking them to replace anything - I was clear that I would purchase the cord. To me, that is a much better option (although probably not my responsibility if the company knows there is a real problem with their units) than to have my son's high priced investment sit as a paperweight on his desk. The Oculus company, their support center and their practices are a complete scam and only designed to get your money and frustrate you to no end. We spent money for a product, we've done what they wanted in terms of troubleshooting and they still refuse to truly help us.

13 year old son was gifted new Quest Pro hand control set for use with his Oculus on his birthday (Feb 21st). On March 31st, 2023 (RMA number [protected]) he sent back both to Meta for a replacement request since one did not work .

Meta sent one back instead of both (left one) so one was lost by Meta in mail. Since then, he has tried to resolve the issue but no luck trying to contact Meta and all they have done is offer a $50 store credit.

Since its next to impossible to actually speak with a customer support agent, he has become quite frustrated and no longer is using his Oculus.

I purchased my Oculus last week of November . Around February *** from using it. Between these time, I probably used this device 12 - 15 times and a total of 10 - 12 hours.February 2022 my oculus would not connect to the oculus store. Apparently there was an issue with many customers because of a server issue. This issue lasted two weeks.When that was fixed my oculus speakers did not work.They had me trouble shoot my issue everytime I called and refused to send a return label. After many times contacting them over 3 months they were supposed to send a return slip and they did not. After about four weeks after I demanded a new one sent me a return slip indicating to send the oculus back for a "new" one. I did as they requested and sent the entire system back.Sent it back 5/15/2022 and replacement one week later which was used and refurbished. Not only this, they only sent back the headset. No controls, battery charger or accessories. When I contacted them about the refurbished one I had many answers from we will send a refurbished or new depending on what we choose. I had someone say we don't exchange for new, we only change for refurbished. Someone told me they would send a return label for a new one. I dont understand why they would have Wal-Mart exchange for a new one but they will not. When I contacted them about the controls, battery charger and accessories they indicated they sent in their email with the return slip to only send the headset. This is not true. The person on the phone said to send the entire system back. The email said "Send the Oculus back". They had an investagation team get on the issue and said it would take 3-5days. next time another 5-7 days. I am diagnosed Obsessive Compulsive and wash my hands 25 times a day so wearing a used headset is something mind will not alow *** am requesting"New in box unwrapped retail shelf system" with controls, battery & all accessories

I purchased an Oculus Quest 2 (128GB) on 1/20/2022 on *** online brand new for $299. Upon having used it for a few weeks I noticed that the "Guardian" started to malfunction and caused it to be almost impossible to use the console. I reached out to Oculus/Meta and made them aware of the problem. They advised me to factory reset the unit which temporarily worked but malfunctioned the next day. After reaching back out to Oculus/Meta they told me to send the headpiece only to them to get a replacement unit and gave me a shipping label. I did as asked and they confirmed delivery of the unit on 5/13/2022 and I have the signed tracking number to confirm delivery. After the 3-5 business days that they told me to wait I noticed there was no sign of a unit being sent back to me. I've been emailing them back and forth and have talked to several different people at Oculus/Meta and no one can help besides saying "we are checking your status daily and we made it a top priority." I've tried asking for a refund but they told me since the purchase was over 30 days old they are not aloud to issue a refund. I asked if they are waiting solely on a refurbished unit and they basically confirmed that is the case. I asked for a brand new unit to speed up the process and they rejected that as well. This has been going on for over a month and I am starting to lose hope on getting a replacement unit. I know according to their rating on your website I'm not the only one in this predicament. It's frustrating because I've practically begged for a proper current shipping date or any legit information to help me besides "unusually high warranty claims" and I can't get any assistance. To think that such a large company would treat their loyal customers like this is disheartening. Please help, If you need any further information or a copy of the emails stating me asking repeatedly for help and getting cookie cutter copy and paste answers please let me know. Thank you!

I was given the run around from Meta after having to send my device in to get fixed which took over 3 months. They gave me a store credit of $50 which will expire in April 2023 The credit isn't working and I have spent over an hour and a half fighting with someone over text regarding this. Drovnick had the audacity to tell me to change the address of my credit card (CC) to see if that works... I cant do that because then the CC wouldn't work.He refused to actually read what I was typing and finally said that the credit couldn't be used for in app purchases. I said thats fine but then why isn't my CC able to purchase it. He said to remove my CC and try again and I did and it still didn't work. I even added another CC and it didn't work. He asked me to reset and I did and no luck, then said to use another device to see if it works. Another headset. I only have one. I am not rich. He then said to use another phone from the one I am using. See above reply. I am absolutely disgusted at how I am being treated. You guys messed me around so much before that I was scared to ever use jt again. And now that I am I cant do anything with it. Drovnick does not read what I type. He comes back with outrages suggestions even though I have repeatedly told him what the issue is.I have done everything in my power to just purchase something and I can't. The help I have received is absolutely below par and I am very upset. What is the point of me holding onto this device if its just going to be worthless to me? There is nothing wrong with my wifi, my CC, my location, my headset, or my phone. I have removed and added my CC nd even added a new one and its not working.Drovnick does not or will not actually try to help me. I am so disappointed. I may as well throw the whole thing in the trash. One more thing. If it was the CC that was an issue how am I being charged a subscription monthly for the *** app I use on Oculus. I am angry and upset and so done with this.

I purchased an Oculus Quest 2 on August 27th from Amazon and it was delivered on August 29th.2 weeks after using the headset it started to lose tracking, and couldn't be used. I would have to factory reset the device to get it to work. On September 20th I opened up a support ticket with Oculus (***). They took me through troubleshooting steps I had already tried, and finally on October 4th, they agreed the headset was defective and they issued me an RMA. (Another ticket associated with the original is 3384598)Here is the message I received as a result of the defective headset: *** I am writing to let you know that your Quest 2 128GB headset replacement has been processed. Therefore, based on all the information you provided, we would like your Oculus Quest 2 headset ONLY returned for further review and have a replacement Oculus Quest 2 headset sent to you."RMA Number: *** Serial Number of Headset: *** On October 21st I requested and update and was told that the headset was still being processed in the warehouse. (Another associated ticket: 3452802)I asked for another update on October 30th, and also attempted to escalate my issue through the Oculus Community Support Forums.On November 4th I received a response to my October 30th request and this was the response: "I checked on your order and it is showing that it was scanned in at our warehouse but the replacement has yet to be created. I am going to reach out to our warehouse and see when we can expect your order to ship and as soon as I get an update I will get back to you in this email."It's now been 4 more business days with no update on my replacement.If I had purchased this directly from *** I would have already issued a charge back complaint with my credit card company and would have just purchased a new headset. The fact I paid 300 dollars for something that is sitting in a warehouse is very frustrating. Terrible customer experience.

Username BobbyB_22, email hidden for privacy is linked to the account. This account is also linked to my supernatural login. In December , I used the supernatural free trial, created an online account, and canceled it via browser. I tried the trial that evening, didn't like it, and canceled the same day. As a healthcare worker and caregiver during COVID's peak, I didn't often check my card statements. I later found I was charged for a year's supernatural subscription. I contacted support after realizing the charge, especially since I had canceled. They were unhelpful, stating they charge for access, not usage, and were rude. They demanded an email proof of cancellation, which I never received. I also set up a trial for a friend using a virtual card, canceled it, and she received no email, yet they attempted to charge the card. I'm seeking a refund for the unused and canceled months.

I purchased the Meta - Quest 2 Advanced All-In-One Virtual Reality Headset - 128GBfor my son on October 7 from Best Buy. July 24, 2022 his left controller stopped working and the headset would not allow him to reset it. We spoke w/ Meta Support and they suggested that we return both the headset and the left controller to them for a return/replacement. We did, with the Fed Ex return labels they provided, and they were received by Meta on 08/05/2022 (we shipped them on 07/30/2022). Fast forward to 08/09/2022, I received an email stating my replacement had been shipped, however, after emailing Meta Support, they stated they only returned the headset replacement to us, and there was no trace of the left controller. They were going to open an investigation as to what was going on, but could not provide a timeframe. Further chats w/ Meta Support revealed that the investigation they were opening would first be with Fed Ex. I was upset and asked them why would they open an investigation with Fed Ex, when it was clearly delivered to their facility on the same day as the headset. The issue and investigation should be internally. However, the crux of this is that I am still without a product that I paid for, and returned timely, and they cannot provide me a resolution. Sending only part of the replacement does absolutely nothing, as my son still cannot use the product without all working parts. Meta Store states that replacements are sent within 3-5 business days, and they will be beyond this timeframe with this new investigation. They have failed to keep up their end of the business deal, and I, as the consumer, and sitting in limbo. Ideally, they should have sent a left controller while they conduct their investigation, since this is not Fed Ex's fault, nor is it mine. I am submitting proof that the item was delivered to their facility, signed for by an employee, and the investigation they are opening is simply delaying the replacement at my cost.

We purchased the Oculus Quest 2 about a year ago. Experienced some trouble with the left controller - not working like it is floating in mid-air and would vibrate. Tried ourselves to troubleshoot it. Looked online: changed batteries, reset it, unpaired/re-paired controller, held the button in for several seconds and more. When we tried everything that we had read up on, I contacted Oculus Support on 1/16. He had me re-do everything I had already tried except for trying different games. That still did not resolve the issue. Spent nearly an hour trying to troubleshoot it. Since Oculus Support could not figure it out, he asked that I send him information such as: invoice, name, address, phone number, video explaining the issue and more. He also requested that I mail the controller (no batteries) to get a replacement. Was informed that my replacement may not be brand new (that would have been fine). It would take a few days for them to process and a few days to send out a new one. I have emailed to follow-up numerous times. The response is our Specialist, Internal *** is working on it. It is always thank you for your patience and that someone is working on it, yet the only answer I received clearly was that the warehouse does not have documentation that the controller was received that I sent. So, I sent the tracking information where it shows who signed for it. Response: we are working on it. We have spent well over $500 on this product, accessories and games in less than a year as well as had several of our friends purchase this product. This is the treatment that we get. I even made it clear if they were not going to send a new controller, to let me know so I can move on. I have waited over a month and still do not have an answer where my replacement is. I sent everything I was suppose to. Oculus needs to follow through with what they agreed upon. They offered to sent a replacement due to not being able to troubleshoot it.

We own an Oculus 2 and a few weeks ago it would not charge to more than 50%. We learned that this was due to an update from Meta that caused this problem. After spending much time troubleshooting with Meta, they told me to ship back the headset and they would send a refurbished replacement headset (we were told to keep our hand controllers). We sent it back and wait over 2 weeks for the replacement.My son was thrilled to receive the replacement unit, but when we tried to set it up we ran into immediate problems. It would not pair with our hand controllers. It also said it needed to update, but we could not do that because without functioning hand controllers we cant connect it to Wi-Fi and do the steps to update. The headset is completely useless. I again spent hours troubleshooting with Meta. Eventually, I am told that this is a known problem and they are working on it, but there is no known ETA for when there will be a fix. I am told to just wait. For now, it is a paperweight.I wait over a week and email back for further update. I am told they are still working on the fix and I need to be patient. There are multiple emails that follow where I am repeatedly told that I just need to be patient and cooperative. I have explained over and over that they created the charging problem with my Oculus with their update; it worked perfectly before the update. Even though it would not charge more than 50%, my son could still play with it. The problem with pairing existed before they told me to return my working unit. In other words, they knew full well they would be sending me a non-functional headset when they told me to send in my Oculus. I never would have sent in my Oculus if they had been honest and shared this information. This is a deceitful business practice. Their only response to this situation is to act like I am an inpatient child by telling me to be patient and cooperative while they work on a fix that they have not been able to figure out so far.

This issue began on 15th September , when I was having issues with my Oculus Rift Headset which I purchased in *** in November . The Ticket number for this is: 3310469.During the following weeks we tried several different troubleshooting methods to resolve the issues I was having but none resolved the issue.On the 25th September it was agreed that my Headset would be returned to one of their depots for a repair/replacement service. They provided me with a freepost tracked label, and advised me to securely package and post it within 30 days, not in the original box as there was no guarantee that I would get the box back. They also advised that 2-3 working days after they recieve my parcel I would get a confirmation email advising me of a return parcel with the replacement/ repaired Headset. So I ordered a special box, as well as bubble wrap to secure it in for a safe and undamaged return.The above was completed and sent off Friday 8th October, and was tracked and recieved by the Depot on Wednesday 13th October (tracking number:[protected]) on the 23rd October, I emailed Oculus Support and enquired about an email which I should have recieved about a replacement, explaining that I appreciate that a delay could be due to the ongoing Coronavirus pandemic, at this point my ticket number changed to:3460684. They replied on the 24th October that there had been an issue and that they had a passed it onto a team to investigate asking for my patience while they did so. I waited for 2 weeks before chasing them (3rd November) to which I was told they don't know what has happened to it and they are looking into it, my patience is appreciated. I then chased again on the 18th November and I was told the same thing again, however this time I replied and asked them for an official complaints form, and for a member of management to take over my ticket. I did have a change of person contact me on 19th November, but still no complaints form. TBC via email please?

On 2/17, we contacted Reality Labs regarding a broken left controller. After some virtual diagnosis, I was instructed to send in our faulty system since it was just under 2 months old. The rep asked for an email to send the return label to, and I gave them my email. They said to follow the instructions very well as I needed to only send my system as instructed. What they did not tell me is that the specific instructions for packaging was emailed to my son's email and the email I provided only received a shipping label email with generic instructions that said to send Oculus back. I sent in my entire Oculus system on 2/18 as instructed on all that I was aware of as packing instructions, and on 3/3 I reached out to Oculus as I had not heard anything about my return. They were back logged, and I noted that I had sent my entire system as instructed. on 3/10 I was informed I was supposed to just send the left controller. I explained that. I did not receive those instructions, and they said they would do their best to remedy this. On 3/30 I received a new (likely refurbished) left controller ONLY. The 'manager' *** that has been in communication to me can only say that they are looking for my system and it should be sent back but he won't know when or have any shipping info. They have taken no blame for not communicating that I should look at the email connected to my son (that is only checked every month or so) for explicit instructions and that the instructions with the shipping label are just a template. I am unclear as to why they cannot send me a new system as I did what I was instructed and this is due to their poor return system. If the label is sent to a requested email, the template should not state OCULUS, but rather TBD or IDENTIFIED ITEM to ensure this does not happen! Additionally, the rep I first contacted should have said the instructions went to another email. A $320 game I bought in December is now LOST and no reasonable resolution offered.

I had purchased an Oculus Quest 2 around march(I thinkthis is approximate) and everything was great for about three or four months and then the microphone stopped working on the headset. I called in to the support line and jumped all their hoops proving my purchase was valid and that it was still under warranty. They approved the return and sent a shipping label. I got all the original parts when bought and sent them back. The first issue is they had sent an email before the shipping label was emailed to me that I had missed and not seen saying not to send any accessories just the main headset. I did the opposite. The problem is on their website the instructions given for returns and warranty claims are to send everything that originally came with the unit when bought and I have screen shots of that page to prove it. I contacted customer support after I found this email saying I would not get anything back if I sent them but it was too late so they said they would try and resolve this issue. It has been months I mean about half a year give or take when they say on the return instructions I have a screenshot of that it will take about 12 business days. I have about 60 back and forth emails trying to find out what is going on and every time they tell me to be patient they are still trying to coordinate the issue with their logistics people. I told them to just send back the broken one I paid for and Ill deal with it. I told them to refund my money. I told them to send me a new one. Nothing. I am still waiting with no idea as to whats going on at all and I paid 400 for the unit plus hundreds on games. I dont know what else to do. I have literally been robbed. How is it the biggest tech giant in the world cant replace a defective product under warranty in 6 months? I feel defeated and dont know what to do . PLEASE HELP ME! I have all the emails but I dont know how to upload them I would need to forward the whole back and forth dialogue between us

After a firmware update my left hand controllers joystick for my Oculus Quest 2 Headset began malfunctioning. I reached out to Oculus/Meta/Facebook about the issue and after going through a checklist of troubleshooting options provided to me by their personnel I was provided an RMA shipping form (through *** to return the controller for a replacement.My initial shipment back took place on 02/28/2022; upon tracking the package I saw where it was received and scanned in at *** on 03/02/2022; after this the package shifted into a "delayed" shipping status which it remained in indefinitely.I contacted *** customer support who informed me that I would need to place a claim for the package - as the owner of the controller and the initial shipper (and the only person invested in seeing this resolved) I thought nothing of this and opened a claim against the shipment on 03/15/2022. I was later informed that *** would need to take care of the claim as they owned the shipping account.On 03/26/2022 I received notification from *** that my initial claim had been denied and that I would have to follow up with Meta/Oculus for more information. Upon following up with Oculus customer support I was notified that their Logistics Specialist Team has been assigned to the issue and was handling it but that the customer support personnel cannot contact them and therefore cannot provide me any information whatsoever.It has been over a month trying to get this issue resolved and now any attempt to get more information as to how this is being handled and what timeline I can expect on resolution is met with the same unhelpful reply - that my issue is assigned to a Logistics Team that is handling it and nothing more - they will not put me in contact with them directly or allow me to speak to a supervisor.The experience as a whole has been completely unacceptable - I want to know what steps are being taken to fulfill my replacement.

On February 10th, I checked my balance and I noticed several unauthorized charges to my bank card for "in game" app purchases. I reached out through Oculus live chat, as there is no human to speak with directly. *** stated he might be able to assist me, I let him know that wasn't an option and that I'd reach out to my bank. I called Ally immediately after, canceled bank card, and reported unauthorized charges. While waiting to hear back from Ally, *** reached out several times through email, which I ignored. Then I received an email from ***, which made herself appear as a manager or on a "special team" and could handle the issue quickly. I sent her requested info and the next day I received several emails notifying me charges were reversed and MY *** OCULUS ACCOUNT WAS SUSPENDED PERMANENTLY. I was never informed thus was going to happen, but it rendered my Oculus 2 device inoperable. I can not use it at all anymore. The company makes the buyer merge oculus account with *** so anytime there is an issue with *** the device is useless. I reached out to the live chat again and estefany stated she could refer my issue to someone else and it would take *** hours to hear back, which I still have not and the device is inoperable. A company, once purchased by a consumer, should not have the ability to hold it hostage, ITS DECEPTIVE AND FRAUDULENT. I was never told that us what would happen to my account nor given an option to decide. So, Meta Oculus penalizes customers if they make a complaint and then not have an effective avenue to address grievances. A satisfactory solution would be to refund my money or unsuspend my account, both through my *** account and app on Android phone, so my family and I can use the device. Additionally, all of the games purchased previously are gone as well since the account can't be accessed. That is theft! There are thousands of complaints and I'm confused and angered it is being allowed to happen

I purchased the Quest 2 about a year ago. 2 months ago, it started giving me problems with the sensor that shuts off the headset if it senses that you took off the headset. I managed to find a work around to fix the issue by putting a small piece of black tape on the sensor. But because the headset is still under warranty, I reached out to Meta and they told me to ship the headset to them for a warranty replacement. I did so and received a refurbished headset. This is when the customer service nightmare began. The headset wouldn't pair with my controllers or with my phone app. Long story short, I've been in communication with Meta's customer service for 6 wks and nobody can help me pair this. They have lied to me, telling me that this is a known issue that just came up, but a quick *** search yields hundreds of results of people having this problem for almost 2 years. I have spent probably 50 hours on chat with their agents. I've gone through every trouble shooting possible. They tell me it's an issue on their end that they are working to resolve, but then they tell me they resolved it, give me more trouble shooting steps and it still doesn't work. Last week, they asked me to send in the headset again for another replacement. I didn't think this would do the trick and sure enough, a week later, I received another headset with the same problem. This has been so expensive for me because I'm a business owner with a multimillion dollar real estate company. I hate to sound like that guy, but really, would have been more cost efficient for me to just buy a new one and throw this one away than to spend all this time on this. To date, no resolution has been offered. The customer service agents all just give up on the chats and leave. There is no solution and many people have this problem. Don't send out headsets that you can't pair. Send new full headsets with their controllers if this is such a problem. But they won't do it. I'm going to just buy a new one now.

I bought my son an Oculus 2 in November and hadnt had any issues with it until September at which time I reached out to Oculus Support for assistance. All communication was done via chat and was determined that his issues fell under warranty. I provided the serial number for the headset and was sent an ***. The serial number for that headset was ***. I sent that headset back and received a confirmation email from Oculus that it had been received. I received an email that a new headset was being sent out and was provided a tracking number and subsequently a delivery confirmation email. I received a replacement headset with no problem and the serial number for the replacement I received is 1WMHH8113U0382.In December after having the headset back for less then 2 months, my son was experiencing the same issue as before, a smudged or blurry spot in his sight of vision on the lenses. I reached out to Oculus Support again with details of what was wrong and the serial number of the headset. I was emailed an *** on December 9 to send the headset back, which I did and it was received on January 10, 2022. On January 12, 2022 I reached out to Oculus Support after realizing I had provided the wrong serial number to the headset. I provided them serial number *** which was associated with the headset I sent back in October. This serial number was given by mistake and once I realized the *** was issued for the wrong serial number I notified *** support right away and told them the serial number for the headset that was sent back under that *** should have been 1WMHH8113U0382. I have been trying to get my sons headset back ever since and have not been successful. The simple fact I receive nothing but generic and scripted responses leads me to believe my sons headset is lost or they merely refuse to return my property. At his point I want my property back even if it hasn't been fixed. This is unacceptable!

I purchased an Oculus Quest 2 last Christmas for my children. It was $399.00 before tax. I have also purchased a number of games, each ranging from $20-$35 dollars, well over $100 worth of games. A few months after using the Oculus the left remote started having a lot of problems. I contacted Oculus that summer and was told that because I was still under warranty to send it in and they would replace it with either a new or refurbished remote. They were very specific about how to wrap and protect the remote in shipping, etc. I sent it in and weeks went by without hearing anything. I contacted them and was told that they were very backlogged and to please be patient. Eventually, without any notice, my remote arrived. This was approx. 2 months after I sent it in. It was in a large box with ZERO packaging of any kind (I took pictures). I decided to give it a try and it was WORSE than the remote I had sent in. I contacted them and they realized they had sent back the exact same remote I gave them without fixing it or even looking at it. I literally sent it in for it to sit on a shelf for two months and come back worse because they failed to protectively wrap it. It has now been over 6 months. In December "***" claimed that he would submit a request to just return the entire thing and get my money back. That was mid December and he said it could take up to 48 hours to hear back from them. It is now January 13th and still nothing. Whenever you contact their "customer support" they say the same thing, "we've submitted a ticket to the specialist team, please continue to be patient." There is no phone number available, no brick and mortar, everything is done via email and online chat. I looked at their *** page and literally hundreds of people have had similar experiences. They are incredibly dishonest and never resolve issues for their customers. They aren't even phased when you explain how long you've been waiting. I am desperate at this point and need help.