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Quest Customer Support Nightmare: Lied to and cheated out of my order.

Dook_NookumDook_Nookum Posts: 3
Just thought the community should know, for those who don't already, before attempting to purchase any Oculus products directly you should not expect to have any part of your order fulfilled even after providing valid credit card info and waiting weeks for restocking you will be lied to, given the runaround, and then have your order cancelled by support reps who don't care about your order or whether or not it ever ships and clearly have no supervisor to answer to.

I ordered my Quest + earphones + carrying case on May 26th and was promised shipping by June 10th, over the course of the next two weeks the earphones were cancelled first due to defect, then a week later another email the carrying case cancelled due to out of stock - annoying that they would not know this at time of ordering but whatever I asked them for a store credit and moved on - just send me the Quest unit I said it's already June 14th and no shipping notification?  

Emailed Support and received a reply from DUSTIN T who replied that my order had not been processed because there was a problem with the transaction (LIE) and that I should check with my bank.  I did, no record of Oculus attempting any transaction and double checked the payment info I provided at time of order was valid.  I emailed him back and said there was no mistake with the bank said Oculus never attempted the charge and that I felt I was being lied to about that and asked for a Supervisor to get the real status of my order.  

I received a Support reply from GRAY this time, stating that the problem with my order had been forwarded to the LOGISTICS TEAM and that he would see about a credit for the inconvenience (LIE).  He then said it would be faster for me to cancel my order at this point and start a new Quest order.  Not wanting to lose my place in queue and have to wait another MONTH for shipping, I replied specifically THAT I WAS NOT GOING TO CANCEL MY ORIGINAL ORDER!!!!!  Again requested Supervisor, no response.  I sent them a screengrab of the order page with the valid payment method and said there is no reason not to process it as originally ordered.  No response.  Emailed them again this morning.  No response.  Checked the order screen again NOTHING THERE.  Seems like my order has been cancelled by this horrible support team AFTER I EXPLICITLY SAID I WOULD NOT BE CANCELLING MY ORIGINAL ORDER.  

Obviously I am furious at this point and there is not a single person who seems to care at this company.  No supervisors, no customer service phone #, no one to explain to me what happened.  Extremely disappointing that such is the case from a company as big and supposedly cutting edge as Facebook/Oculus.  If this is not resolved and quickly, rest assured, I will be making it my business to let the CA Dept of Consumer Affairs, Better Business Bureau, and everyone I know hear about this.


  • jabjab Posts: 241
    Nexus 6
    edited June 2019
    Oculus are still having the exact same problems as back 2016 with the CV1. But this time I had learned my lesson. So I ordered from Amazon May 20th. 4 days later they shipped and the Quest was delivered at my door (in Norway) the 28th..
  • Dook_NookumDook_Nookum Posts: 3
    Update:  Order was not cancelled until yesterday, heard back from GRAY again the order was still open until canceled by me but would NOT BE SHIPPED.  Claims that because the travel case & earphones were not available that the entire order will not be shipped - HUH?  So to confirm, I ordered Quest, Travel Case, and Earphones - and they are telling me the Quest itself will never ship because the two accessories were canceled by Oculus because of availability.  Told him I have literally never heard of anything like this happening with any online retailer - ever.  He said that I should cancel my order and just start a new one to which I said FORGET IT I will order from a trusted retailer like Amazon who knows how to do something as complex as shipping an order in two parts!  If this experience has taught me anything it's that I will never order from Oculus again, they should not be selling direct to consumers if they can't manage something as simple as processing an order!  Appreciate the amazing products but I have to say this has been one of the worst customer services experiences ever for a $500 product.
  • fnbauerfnbauer Posts: 2
    You probably should have taken their advice.  I ordered a 128GB on Sunday, charge card showed $1 pre-auth and the full cost charge within minutes.  Unit shipped Monday, delivered yesterday (Wednesday.)  Reordering would have been much faster for you and yes, some systems won't allow partial orders to ship, ever.
  • sraurasraura Posts: 590
    edited June 2019
    TLDR version:

    oculus: "it would be faster for you to cancel your order at this point and start a new Quest order."
    customer: "I replied specifically THAT I WAS NOT GOING TO CANCEL MY ORIGINAL ORDER!!!!!"
    oculus: "you should cancel your order and just start a new one"
    customer: "I said FORGET IT I will order from a trusted retailer like Amazon"

    fnbauer: "I just ordered one from Oculus and delivery took 2-3 days"
  • xSTONEMANxxSTONEMANx Posts: 195
    If you have a Amazon prime account you get it in 2 days or less with a 30 day no hassle return. 
  • Dook_NookumDook_Nookum Posts: 3
    jdenney said:
    If you have a Amazon prime account you get it in 2 days or less with a 30 day no hassle return. 
    Amazon is at least 2-3 weeks from restocking 128GB but I'd rather wait and not have to deal with further problems like Oculus repeatedly lying to me.
  • MorgrumMorgrum Posts: 1,725 Valuable Player
    You spelled Duke wrong..... Just saying.
  • MAC_MAN86MAC_MAN86 Posts: 2,262
    Did he spell GARY wrong too? Twice?
  • Techy111Techy111 Posts: 6,736 Volunteer Moderator
    No he didn't as the name is GRAY
    A PC with lots of gadgets inside and a thing to see in 3D that you put on your head.

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