02/23/2026 02:06 PM GMT
An agent has joined the conversation.
You Case number 09209540
Daisy Hello Winsomniac!
You Hi Daisy.
Daisy Thank you for contacting Meta Store Support. My name is Daisy and I will be assisting you today. This will be the ticket number for your reference in case we get disconnected 09227599.
02/23/2026 02:08 PM GMT
You Thanks Daisy, i guess you'll need to Merge this case with 09209540
Daisy Thank you for providing this case number for a reference.
Daisy Please allow me 3-5 minutes to recap it quickly.
02/23/2026 02:09 PM GMT
You Enjoy the read :(
02/23/2026 02:11 PM GMT
Daisy I can see that you cannot send back your as the dangerous good label is missing.
Daisy I'm really sorry that you had to go through this.
02/23/2026 02:12 PM GMT
Daisy I want to assure you that the shipments team areworking on it already.
You Daisy, it's not a dangerous goods label - it's the description that Meta use on their Waybill document.
You Because of the description Meta use - That
Desceiption makes the parcel require a dangerous goods label.
02/23/2026 02:13 PM GMT
You If you remove the part of the description i have
advised, which is information given to me from DHL - your chosen courier, the parcel will be able to be sent no problem.
02/23/2026 02:15 PM GMT
You Whilst I appreciate "I want to assure you that the
shipments team are working on it already." - it doesn't take 5 days for a team to read my messages, make the amendments and send it to me for printing, this whole saga is being dragged out for no reason and again, it's me the customer that is still without.
Daisy I checked that this has nothing to do with the Waybill. It's just the label that states that thispackage contains a lithium batteries.
You It is the waybill document
02/23/2026 02:16 PM GMT
You I have sent you proof from DHL who state it's the waybill document
02/23/2026 02:17 PM GMT
You This is honestly (and this is not aimed at you
currently) the worse experience i've ever had trying to return a product that, lets be honest could have burnt my house down if i wasn't actively touching it to find it was melting the charging point, luckily, it was only my finger and thumb that were burnt!
02/23/2026 02:20 PM GMT
Daisy I really understand your situation and I know how
inconvenient it can be. That said, I have already raised a flag on your current escalated case to fasten the process for you.
You And what is the ETA for a response?
02/23/2026 02:23 PM GMT
Daisy I'm afraid that there's no confirmed time framebut I can assure you that it won't take longer.
02/23/2026 02:24 PM GMT
You Wont take longer than what? I've already been waiting 5 days for a resolution!
02/23/2026 02:25 PM GMT
Daisy Won't take longer than what you experienced already.
You What are your SLA's for responding to query's from customers with a burnt headset port?
You "Won't take longer than what you experienced
already." - so it won't take longer than another 5 days?
02/23/2026 02:28 PM GMT
Daisy I totally get where you coming from and your
concerns is totally valid, however; I'm really afraid that there's no confirmed time frame at the moment.
02/23/2026 02:30 PM GMT
You okay, but you're telling me it won't take longer
than I've experienced already - That's been 5 days, that's a time frame - So what SLA's do you havebetween yourselves and the customer? Could you please answer my query.
02/23/2026 02:32 PM GMT
Daisy I meant that it just will get resolved as soon as it can be. I assure you that it won't take another 5 days.
You so there is a time frame - it won't take longer than
another 5 days. And i have your assurance on that . Thank you.
02/23/2026 02:33 PM GMT
You And now if you could answer the part regarding SLA's.
02/23/2026 02:35 PM GMT
Daisy The SLA's regarding what please?
02/23/2026 02:36 PM GMT
You Between a service provider and a customer that
defines the expected level of service, including performance metrics , responsibilities, and remedies for failures
02/23/2026 02:38 PM GMT
You so basically in this case - the SLA for a responsetime to a faulty product.
02/23/2026 02:39 PM GMT
Daisy Please allow me to tell you that at the meantime, I
have passed this again to the dedicated team on your behalf and raised a flag already.
02/23/2026 02:40 PM GMT
You okay, but you're again not answering my question regarding your SLA's.
02/23/2026 02:41 PM GMT
Daisy If there's a confirmed thing I really would have assisted you answering.
02/23/2026 02:43 PM GMT
You Okay, then I'm afraid i have no other option to contact the UK's Ombudsman Services regarding
consumer rights act 2015. Meta have literally left me no choice.
02/23/2026 02:46 PM GMT
Daisy Kindly at the meantime, you will receive any upcoming updates from the case number 09209540.
Daisy Just to avoid confusion.
02/23/2026 02:47 PM GMT
You Thank you.
Daisy Most welcomed, Winsomniac.
Daisy In the meantime, is there anything else that I can assist you with?
02/23/2026 02:49 PM GMT
You With all due respect, I haven't really had much
assistance on this issue. But i appreciate you asking.
Platform
Integration User
Thank you for chatting with our support. Have a great day!