Ace order feedback

[tc943]

Is it just me or are more people having trouble getting information about their orders of the Ace?  I called in and was put on hold several times only to be told it would ship 2 to 3 weeks after the order was placed.  I placed to order Nov 24!!  Where is my Ace?  They have no idea.  They have no information on when it will ship, if it will be here for Christmas, whether it has even been shipped!!!  I ask for a manager and she was rude.  By now I am exasperated.  Very disappointed!  How can a business run this way?  What happened to customer service?  What happened to timely delivery?  If nothing else, what happened to informing their customer so they can go buy something else?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@tc943 Welcome to our Fitbit Community! I'm sorry to hear that you haven't received your order. I totally understand how frustrating this is for you. Once your order ships, you'll receive a confirmation email. Our team is actively working in order to have the back order stock shipped.

I really appreciate your patience and understanding. Your feedback helps us to keep improving.

[tc943]

I appreciate your response but am still disappointed in the lack of information.  YOU SHOULD KNOW your product, your availability, your inventory, your orders.  Your whole management chain should know.  Plus the lack of forward thinking from your customer service.  Someone from customer service did return. my call.  But after telling me they have no idea but thank you for ordering, I asked if they happen to have another color in.  "Oh!  why yes we do."   They sent me out a different color...which should have been the first thing customer service told me when I called and sat on hold for 15 minutes.  

[JuanJoFitbit]

@tc943 I definitely know how you feel about this. We apologize for any inconvenience that this caused to you and the users affected by the back order.

[tc943]

They shipped it to my billing address. I now have a grand daughter with no gift under the tree and I am having to ship it myself to the correct address. Grrr. 

[JuanJoFitbit]

@tc943 I'm really sorry to hear that the Fitbit order was shipped to the wrong address. I really know how frustrating this experience was to you and I'm sorry about this inconvenience.