Fitbit Ace Back order

[tylat82]

How long is the back order on Fitbit Ace? Will it be in in time for Christmas?

Moderator edit: format

[KateFitbit]

I've merged two similar threads together, to keep things tidy. 

@JoseGE I reached out to our order team on the status of your order. I'll let you know when I hear further. 

@ctrpte1 I wasn't able to find an order or case with the email you have on file. Please feel free to PM me with your confirmation number or the email associated with your order and I will look into this for you. 

[beckbeckga]

I ordered two Aces (one blue, one purple) on Nov 29. At the time, the website and my email confirmation stated that there was a 1-2 week backorder, so I placed the order. One shipped and arrived within about 10 days. After the first arrived, I did an online chat with an associate that told me the other was still on backorder but would arrive shortly. A search of this online forum also showed the Fit Bit associate assuring people that the backorder information at the time of purchase should be accurate. I called and spoke to an associate today who told me that my second Ace would not arrive for another 4 weeks at least, and that she could not cancel my order because it was "in process" since I had already received one.

[KateFitbit]

@beckbeckga, @JoseGE I checked with our team and was told your orders will ship next week. I'm sorry about this delay, this is not usual, your backorder status should not change after its order. I do apologize for this delay. 

[tylat82]

Thanks for getting back with me! I appreciate your timely feedback!

[Winkytr]

Hello! I placed my order for a blue Fitbit Ace on 11/27. When I ordered, it said the watch would ship within 1-2 weeks- I have a confirmation email that says the same thing. Could you please check to see when I might get this watch? 

[Stocking77]

I would also like to know the status of my order placed 11-26-18? I ordered 2 Fitbit Ace in blue. I was told in my original email that shipping would be 1-2 weeks. I called in at 2 weeks and they told me there was nothing they could do and that it would actually be 3-4 weeks. I complained a bunch and they offered me overnight shipping, but I'm still not feeling real confident that I'm going to get these by Christmas. 

[JuanJoFitbit]

@Winkytr Welcome to our Fitbit Community! Regarding your inquiry, let me forward your case to our Support team so they can review your order status and provide more information. You should receive an email from them soon.

Let me know if you have any doubts! 

[Stocking77]

So I got a response from Fitbit. No information on when I would receive my purchases. They gave me 2 options. Cancel my order and purchase something else, presumably not at the Black Friday prices or suck it up and wait. I could have purchased these from multiple retailers on Black Friday for the discounted price but chose to buy direct. My mistake. I can’t buy something else because this is the kids Fitbit and big surprise, it’s for 2 kids. So I guess i’m Sucking it up and my kids are opening a picture of a Fitbit Ace on Christmas morning. Thanks. 

[KateFitbit]

@Stocking77 Sorry to hear this, I've sent you a PM. 

[Winkytr]

I’ve already cancelled my order and won’t be doing business with Fitbit again. Was told yesterday by customer service that it would ship in 3-4 weeks. Not going to cut it considering this was ordered for a Christmas gift an when purchased, was told it would make it in plenty of time. 

[KateFitbit]

@Winkytr I did see that, sorry we let you down. This is not the normal customer experience. I totally understand why you would want to cancel your order. Hope you have a Merry Christmas.

[JCormier22]

In the same boat as everybody. I purchased an Ace for my 9-year old daughter as a Christmas gift. I ordered on 11-27-18 because it said one-to-two weeks. 

I have been to retailers throughout Central Mass and nobody has them. 

We have four FitBits and have never had a problem but this is a big one. I would appreciate any help. 

Thank you. 

[angiejean77]

I ordered a blue Ace and a purple Ace on November 26.  Both said they would  be on backorder for 1-2 weeks.  I received the blue Ace on December 3.  The email only gave me one confirmation number, but no indication that it was only for one device.   Can you tell me when the purple one might arrive?  Thank you. 

[JuanJoFitbit]

@JCormier22 @angiejean77 Thank you for joining us in this thread and our Fitbit Community! I'll send your cases to our Customer Service department and they'll be happy to provide more assistance about your orders. You guys will receive an email from them soon.

I'll be around if you both have any questions! 

[ts0323]

I also ordered a blue fitbit Ace on 11/26/18 for $59.95.  It stated a 1-2 week shipment time from the date of my order.  That means it would have shipped last Monday, worst case.  I opened up a chat session today to learn that it is another 3-4 weeks until it will ship.  The fact that fitbit NEVER sent out an update on the order status is absolutely unacceptable.  I was told they do not have the ability to do that.  Really?  Fitbit should have known that most of these would be Christmas gifts and that it would have been great customer service to send out emails to those who are impacted by this extended backorder time.  Had I not contacted them I would never have known, except been even more upset as it got closer to Christmas.  The worst part is that every store is now sold out of them, too.  Had I known that this was the case I would have bought one at Target the other week.  I was offered 15% off of my order (wow...thanks for the $9), once it ships, to remedy the fact that my child will have to wait a month after Christmas for his "main" present.  Who knows, my child may decide on a Garmin while waiting.   

[Stocking77]

funny enough I am actually upgrading my 9 and 10 year old out of the garmin Vivofit Jr 2 that they got last christmas. they wore the bands out and all the aftermarket ones I've found are junk, plus they need new internal batteries. anyway i thought the boys wanted real fitbit's like mom and dad. I agree it was real disappointing that i had to keep reaching out to  fitbit to find out when i'm going to get these. they actually after some prodding offered me overnight shipping but when they did they changed the price from $59.95 to $79.95, so I had to call back to take care of that. The week before I called Best Buy had them in stock for $79.95 and I wish I had just gone and got them, but now they are out of stock everywhere it seems

[JCormier22]

Same experience here. It’s very disappointing that the “1-2 weeks” turned into “3-4 weeks” without communication. Given the fact that it now means we are looking at a 3-6 week window. 

At least you were offered something. I was politely told that I would have to wait until after Christmas. Super!  I am also looking at the Garmin option. I just don’t want to have to convert the whole family.

Thank you for the response but I have already called in. Basically, you did not have enough supply for the demand. It’s a good thing for the company but a very bad thing for the customer. Ultimately, you won’t lose all of the customers so it is not a big deal to FitBit. Then again, you may lose me and my family so it is a big deal to us. 

Moderator edit: merged reply

[ts0323]

@Stocking77 I had the same thing happen.  During the chat she told me they would overnight it for free and updated my order; however when I viewed it the price bumped up to $79.95.  I brought it up before ending the chat and she fixed it.  I already had free 2-day shipping, so waiting an additional 4-6 weeks to have my shipping reduced by one day of really does nothing for me.  They were at Target right after I ordered for $79.95, too.  I would have grabbed one had I known they didn't have enough supply to meet the demand within a reasonable timeframe. 

My husband actually got me a low end Garmin (VivoFit2 or 3) over a year and a half ago and the battery is still working.  It was only supposed to last a year.  I did read that the straps are bad quality on the kids Garmin.  That, on top of the only options being "character" based made me look into the Ace.  

Just overall disappointing to find out that a company who sells activity tracking devices can't even track their own production and/or communicate it.

@JCormier22 It was over 30 minutes of me being a very upset customer that I got offered 15%...only if I kept the order through them.  I would have been happy with honesty in the true lead time to receive the device when I placed my order.  Or an update when they knew the lead time was going to be 5-6 weeks vs. the 1-2 weeks initially communicated.  There were more than a handful of them at Target the same day I placed my order.

Moderator edit: merged reply

[JuanJoFitbit]

Hi everyone! I totally understand your frustration about this and I appreciate your feedback and comments since this helps us to keep improving.