Fitbit stuffed order and won't refund

[dmr1967]

Hello, 

I ordered a Fitbit Blaze in January but received no order confirmation, and Fitbit could not find the order and told me to reorder. I did. Then Fitbit sent me two Blazes. They charged my credit card twice. I did not even open the second one and obviously wanted to return it. The would not pay for postage even though it was their mistake. They did offer me a Fitbit Blaze extra band and upgrade to Fitbit Premium as "alternative to reimbursing for shipment", which I accepted. 

I sent the Blaze back registered post. When it arrived, I was told that  "We will not be processing a refund for the return as we had mistakenly said for the extra Blaze that you have returned to us". 

This is a $A330 item that they sent to me by mistake, charged me for and they won't give me a refund??? That is against all Australian consumer laws for a start. 

I believe it is a very bad response from a big company. 

This has all been documented on my case. 

What do you think?

[EmersonFitbit]

@dmr1967 Hey there, I'm sorry to hear about the way your experience has gone. 

Looks like @HelenaFitbit left a few notes in your case, so you can expect a response soon. Please keep us posted on how it goes.

[dmr1967]

Thank you. I received an email stating that the refund will go into my account. Hopefully it will show up on my account by tomorrow...

[SunsetRunner]

I have never got any order confirmation from FitBit. They claim they send one but it never makes it to my mail box.

[SunsetRunner]

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@Greggebhardt wrote:
I have never got any order confirmation from FitBit. They claim they send one but it never makes it to my mail box.

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I did, on all three times. Have you looked in junk?

[HelenaFitbit]

Thank you for your help on this @EmersonFitbit! My apologies for not updating your case sooner @dmr1967 but I hope this is resolved shortly. 

That is a great suggestion @SunsetRunner! Can you please verify this @SunsetRunner? I've also checked on the status of your case and left some notes to better resolve this. 

Keep me posted and let me know if you have any questions! 

[dmr1967]

I had no reply/email confirmation for order 'one'. Not in junk/spam. AND Fitbit could not find any record of my first order either. Hence why I ordered a second one, and I did get an immediate email confirmation.  Then all the errors occurred as per my first post. I am in Australia which may make a difference.