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Oculus Ripped me off

tahir.sheikh.106tahir.sheikh.106 Posts: 5
NerveGear
I placed an order on May May 03, 2017 for Oculus Touch, Oculus Rift, Oculus Remote extra Sensor. Total cost about $1,000.00. Oculus has received the amount on the day I placed the purchase - May 03. However, I've yet to receive any products! 

Oculus claims they have sent the products to my address. however, the boxes arrived EMPTY! no oculus products inside. I immediately advised Oculus of this, unfortunately the response I received from oculus is listed below. 

  " I would suggest that you reach out to the individual who signed for the units. It's possible they removed the units from their boxes before you arrived home" 

Basically indirectly accusing one of my family members of "stealing". Little did these idiots know, I live with my wife only, but I signed for the package myself.

 The package that arrived did not had any oculus products, The boxes had no oculus products but were not completely empty. The boxes were filled with bunch of "brown" paper densely packed. I explained to the oculus team via e-mail that when I open the door to receive the boxes they were already on the ground and the first thing driver from UPS asked was name and when I confirmed my name, I was given their electric device to sign, once signed the driver left immediately. Notice at this point I've not had to lift the boxes nor have had the chance to inspect. Partly because I've never had issue of this magnitude for the past 10 years that I've been shopping online, but also because I am not a freaking expert on how much the oculus produtcts "suppose" to weigh!

 One of the products lists on ups website that it was not even delivered to my house - Oculus has refuse to compensate me for even that product. 

     Today is June 5, 2017 - I'm out of pocked for almost $1,000.00. I don't have anything from Oculus. I worked for over 5 months, saving every penny only to robed by Oculus. This multi billion dollar company owned by equally multi billion dollar company have robbed me blind. 

The have not done anything to this date to help me. They have no customer service number for me to speak to someone, just e-mail. 

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Comments

  • Techy111Techy111 Posts: 6,735 Volunteer Moderator
    And what have UPS said ? You don't think it might of been them ? Were the boxes sealed properly or did they look cut open and resealed?
    A PC with lots of gadgets inside and a thing to see in 3D that you put on your head.

  • tahir.sheikh.106tahir.sheikh.106 Posts: 5
    NerveGear
    UPS started an "investigation" but refused to tell me anything of it, since their customer is Oculus, not me.  

    "Sorry sir we have told the shipper of our investigation but cannot telly you" said the security specialist from UPS. WTF!

    I'm pulling my hair out at this point. So I e-mailed the following to Oculus.  

    Hi, 

    After confirming with UPS that we have "never" received any of the Oculus products, They have confirmed that their process has been complete for sometime now. 

    Please advise when we will receive our products for which we've paid almost a month ago.   


    received no answer. 
  • falken76falken76 Posts: 2,901 Valuable Player
    File a chargeback with your credit card company.  Be sure to tell them it is significantly not as described, if you tell them you did not receive it, they'll just get as far as the signature for delivery and close it in favor of the merchant.  But Not as described is the proper case to open.  Oculus needs to open a claim with UPS, I seriously doubt they sent out packages stuffed with paper themselves.  The theft most likely would have occurred in a UPS facility.

    Hopefully you paid with a credit card, this type of situation is why.
  • tahir.sheikh.106tahir.sheikh.106 Posts: 5
    NerveGear
    If I tell my credit card company that item received is "significantly not as described", they would want me to sent back the items as I received from Oculus... which is nothing. 

    I have no idea where the items are....I don't know if it was Oculus or UPS and frankly it doesn't matter which one, simply because I don't believe the company who took the items, but someone from within and that someone will not come forward. which is why it doesn't matter.  I don't know if there's any way for Oculus to track it down? 
  • RolzRolz Posts: 197
    Art3mis

    Return the box...

    That sucks so bad for you... :(

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  • falken76falken76 Posts: 2,901 Valuable Player
    If I tell my credit card company that item received is "significantly not as described", they would want me to sent back the items as I received from Oculus... which is nothing. 

    I have no idea where the items are....I don't know if it was Oculus or UPS and frankly it doesn't matter which one, simply because I don't believe the company who took the items, but someone from within and that someone will not come forward. which is why it doesn't matter.  I don't know if there's any way for Oculus to track it down? 

    So, that means that you return the paper and stuff that you actually received.  If you tell them you didn't receive the rift and not make it clear that you are not disputing delivery of the actual parcel, the credit card company will see the tracking showing that the package was delivered and signed for by you and they will close it in favor of the shipper.  They will not provide info to you either since you are not their customer, oculus is since they used their account as you found out earlier.  UPS would send a driver out to retrieve the packaging due to the value of the merchandise, they won't have you send it.  UPS is going to tell you to keep the packaging you received.

    Oculus would use insurance (I would assume they'd insure a package of this value) and UPS would pay out if they determine it was stolen.


  • tahir.sheikh.106tahir.sheikh.106 Posts: 5
    NerveGear
    "significantly not as described" is an item that is damaged, fake, or missing pieces as in not a complete item. Empty boxes or a box without any purchased/received items is "no items received" this is according to my CC company. 

    So If I say "significantly not as described"  that would mean that I have received the item or at least part of it and would have to return it back. I have not even received a part of the item, no fake, not even a single piece. 

    If I say "significantly not as described" and return the boxes with brown papers then that means I did receive something but return back nothing, and my case is done at that point. 

    If I say nothing was received but they determine otherwise from the tracking number then my case is also done at that point. 

    FML 
  • Techy111Techy111 Posts: 6,735 Volunteer Moderator
    But don't you have the fancy Oculus boxes or did you just receive the brown boxes and that was it ?
    A PC with lots of gadgets inside and a thing to see in 3D that you put on your head.

  • ZenbaneZenbane Posts: 15,148 Valuable Player
    tahir.sheikh.106 said:
    The boxes had no oculus products but were not completely empty. The boxes were filled with bunch of "brown" paper densely packed.

    If I tell my credit card company that item received is "significantly not as described", they would want me to sent back the items as I received from Oculus... which is nothing.
    Send back the "bunch of 'brown' paper densely packed."

    That is honestly what I would do. If you don't, well shame on you for not trying.
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  • MradrMradr Posts: 3,752 Valuable Player
    edited June 2017
    Agree with nalex66. Im sorry man. It doesn't seem like Oculus to do this. I mean when they check in the box they have to weigh the box - so the box itself had to weigh a size. If it seems like then there was no item and you could fight with that information. If there was some weight to the box - then it happen with the shipper, but you are stuck in a cat and mouse game as you saw. I would do what everyone else said and do a charge back. I mean someone has to play ball here and I would do it sooner than later.

    It sucks, but it happens all the time even with the great Amazon sadly.
  • falken76falken76 Posts: 2,901 Valuable Player
    edited June 2017
    "significantly not as described" is an item that is damaged, fake, or missing pieces as in not a complete item. Empty boxes or a box without any purchased/received items is "no items received" this is according to my CC company. 

    So If I say "significantly not as described"  that would mean that I have received the item or at least part of it and would have to return it back. I have not even received a part of the item, no fake, not even a single piece. 

    If I say "significantly not as described" and return the boxes with brown papers then that means I did receive something but return back nothing, and my case is done at that point. 

    If I say nothing was received but they determine otherwise from the tracking number then my case is also done at that point. 

    FML 
    Ok.  I've worked for both Amex and UPS, I know how they both handled these disputes.  Oculus needs to file a claim with UPS.  They would most likely have a huge account with UPS.  It sounds like it was stolen in transit.
  • e_m_d88e_m_d88 Posts: 372
    Trinity
    edited June 2017
    Good luck dude.  But before you hate post.  Get all the facts.  You make out like Oculus stole from you.  I'm willing to bet someone between when oculus shipped it and your house. They stole it.  Just hope oculus recorded the SN and when they try and use it.  It gets bricked. As it is stolen. All the best. 
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  • cyberealitycybereality Posts: 26,156 Oculus Staff
    edited June 2017
    I'm not sure what happened here, but why don't you send me a PM and I can look into it. I seriously doubt Oculus sent you an empty box, but I'll see what I can find.
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  • Tattoo_DudeTattoo_Dude Posts: 99
    Hiro Protagonist
    "Significantly not as described" means exactly what it sounds like. It does not imply you received the product, it implies that what you received, whether an empty box, a broken product or a box of corn flakes, is not what you purchased. 

    I work in a business that ships product every day and these are the most difficult situations to deal with because no one is at fault (company wise anyway) and the customer in the end is the most expendable to take the hit. That is why you have to do the footwork to get things done right. UPS doesn't care and Oculus won't either and as far as their numbers are concerned, everything went down exactly as it should have. You are a faceless single number in a ledger of millions. So, in the end, do the footwork or accept that someone stole your stuff, but that is really up to you. If I were you, I'd fight and file everything I could to make it happen.
  • Techy111Techy111 Posts: 6,735 Volunteer Moderator
    I totally agree with @Tattoo_Dude there is no way I would just accept a 1000 dollar loss. All guns would be blazing until a resolution to my liking was/is forthcoming. Stick with it mate !!!!
    A PC with lots of gadgets inside and a thing to see in 3D that you put on your head.

  • tahir.sheikh.106tahir.sheikh.106 Posts: 5
    NerveGear
    There's no way I'm just going to sit back. I've made an appointment to visit my local bank branch and will be explaining in detail. Someone has to do something to help, Oculus or UPS. 

    If this is how Oculus treats their customer where I'm left to deal with this on my own as Oculus basically told me when they accused someone from my house to have stolen the items, then what does that say about OCULUS as a company. 

    I'm very very frustrated and hoping the bank can help me as my last resort. 

    Thank you all for your input and support! 


  • falken76falken76 Posts: 2,901 Valuable Player
    What that says is that the rep you talked to either by email or on the phone is implying that someone, either you, or someone you know must have the package.  I.E.  they're most likely not buying the story or they'd just file the claim with UPS for you, but the right claim must be filed.

    Here is the reality for all involved in credit cards:

    Item not received is disputable by verified tracking that shows something was delivered to the zip code of the recipient.

    Item not as described has almost no protection whatsoever (for the merchant).   A merchant account will in many cases charge a fee to the merchant as a penalty for even having the chargeback, that's why paypal will charge you $20 additional dollars when you lose a chargeback with them.

    Debit cards differ from credit cards, their chargeback protections depend on your bank.  The card with the most relaxed dispute process for a consumer is the American Express card, they require no forms being sent back and forth with signature to proceed, they can start it with a rep on the phone in 20 minutes.

    I would not want to be Oculus in this dispute if it is filed as Not as described, especially if you used an Amex card.  They have practically no protection from that type of claim.  They do however have a large account with UPS and if they lose the chargeback to the consumer, they can certainly go after UPS and UPS would most likely settle with a "courtesy adjustment" because of the value of the account itself, they do not want to lose a large client over a $1000 dispute regardless of who is at fault.
  • RorschachPhoenixRorschachPhoenix Posts: 1,594 Valuable Player
    edited June 2017
    There's no way I'm just going to sit back. I've made an appointment to visit my local bank branch and will be explaining in detail. Someone has to do something to help, Oculus or UPS. 

    If this is how Oculus treats their customer where I'm left to deal with this on my own as Oculus basically told me when they accused someone from my house to have stolen the items, then what does that say about OCULUS as a company. 

    I'm very very frustrated and hoping the bank can help me as my last resort. 

    Thank you all for your input and support! 


    Don't forget to send a PM to @cybereality
    Excuse my bad english. I speak to you through the google translator. :P
  • Tattoo_DudeTattoo_Dude Posts: 99
    Hiro Protagonist

    If this is how Oculus treats their customer where I'm left to deal with this on my own as Oculus basically told me when they accused someone from my house to have stolen the items, then what does that say about OCULUS as a company. 



    Unfortunately, this is the nature of this type of situation. Look at is from their point of view. They send a product. It gets delivered. The customer then claims they never received it. They have a tracking number showing it was delivered and signed for. What do you as the company do? Simply send out another one? No, you would get scammed left, right and center.

    I have gone through this with my company as well and this is a nightmare scenario. The only evidence there is is your word that you did not receive the product. As a company, that is a tough pill to swallow in this day and age of scammers. But stick with it and you should get somewhere. Keep us posted and good luck.
  • TwoHedWlfTwoHedWlf Posts: 2,234 Valuable Player
    I'd be curious to see the tracking on the package. I don't know if the package weight is shown on UPS tracking or whoever you received it from, but I know the package is usually weighed at several points.  Be interesting to see if it dropped at some point.
  • Sterling77Sterling77 Posts: 514
    Neo
    Isn't it a case of - if the same serial of the rift you ordered was activated > Oculus can see the usage online, this would then be associated with the missing rift - otherwise the shipping company should be able to sort the issue out. I know what you mean if a delivery comes you see it sign it and say thanks in most cases. 
  • PhoenixSpyderPhoenixSpyder Posts: 270
    Nexus 6
    I think we all can understand your frustration....I would be pissed!!! But I hate to say that Oculus isn't the one to be blaming here. 99.9% sure it's someone else along the process after leaving Oculus. That only leaves the courier company personnel along the path. The fact that you signed sight unseen leaves you hanging and probably liable...though not guilty. If all else fails, threaten legal action against courier...

    Surely you paid by credit card...if not, lesson learned. Credit card companies deal with this regularly, I would contact them for your options. Good luck!!!

    Also, like others have said, get Oculus to watch for the unit to get used during registration of the product.
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  • Sterling77Sterling77 Posts: 514
    Neo
    Maybe change the heading to " missing rift " help ! Oculus isn't ripping you off - the units are shipped direct form China via multiple carriers.
  • falken76falken76 Posts: 2,901 Valuable Player
    This isn't new to UPS, Oculus would surely insure a $500 package, insurance exists for a reason.  OP do NOT discard the packaging, UPS is going to want to see it unless they decide to just pay out the claim and not send someone out.  You received the parcel, but you did not receive your product, they MUST file the correct claim.  Ask @cybereality if he can help you with this.  UPS won't send any claim payout to you because the shipper is their customer, so they would re-imburse the shipper if they decide in their favor.  Then you'd have to ask Oculus how they would handle it from there.  That's what would happen between Oculus and UPS if Oculus decides to file a claim on your package.
  • gr0bdagr0bda Posts: 276
    Nexus 6
    edited June 2017
    Oculus and UPS can't exclude a possibility that customer could try to file fraudulent claim. To them nothing easier than for customer be the one emptying the box and then claim it came that way. 

    You need to make sure UPS establishes chain of custody and track where and how long the package was at each transit point. As someone noted they might be going by weight when scanned. The weight would have to change significantly. I also think they can track how much time each transit point takes, who scanned it, where was delivery guy at anytime (I think they have GPS built in to their tracks) .You also need to check the main box if it has some kind of signs of tampering. There would have to be some kind of signs of double scotch tape, ripped paper, maybe even finger print.
  • Arock387Arock387 Posts: 729
    Trinity
    Well though Im assuming if it was an employee they would know about weight checks.  Using such information he could stuff it to the correct weight and juuuuustt seeeeeeeend it
  • ZenbaneZenbane Posts: 15,148 Valuable Player
    Arock387 said:
    Well though Im assuming if it was an employee they would know about weight checks.  Using such information he could stuff it to the correct weight and juuuuustt seeeeeeeend it
    That's a lot of paper. The XBox controller alone is like 20 pounds :D
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  • snowdogsnowdog Posts: 7,493 Valuable Player
    UPS have always been a bunch of dodgy fuckers. Here in the UK DPD is the only delivery company I trust.
    "This you have to understand. There's only one way to hurt a man who's lost everything. Give him back something broken."

    Thomas Covenant, Unbeliever
  • MradrMradr Posts: 3,752 Valuable Player
    edited June 2017
    Possible for them to correct the weight for paper - but would take a lot of paper as Zenbane said. The box in total is pretty heavy and they would've sent all the items in a shipment meaning it would've taken way more paper than they could have stuff the box with unless there was a brick in there as well.
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