Next day delivery not received on time?

[SunsetRunner]

I received an email that my Blaze was shipped on Monday, and was shipped via the next day delivery method that I requested.

When checking the tracking information, initially it showed an expected delivery date of Tuesday (yesterday) which would have been correct with the requested shipping method.

The package did not arrive, and Fedex tracking simply shows "label created" with no actual pick-up or movement of the package.

Has anyone else seen this?

[SunsetRunner]

If being shipped by FedEx, sometimes their tracking is not as good as it should be.  If it still just shows label created and no movement, I would call FitBit and confirm it has been sent top FedEx.

Fitbit should credit you the overnight shipping charge as if it was FedEx's fault, they will be refunding FitBit.

Hope you get it resolved.

[embeefit]

Same here. I intend to contact customer service as, at this point, people who ordered with free shipping will receive their product before I do. My expected delivery date was yesterday and I was ok with it not even shipping yesterday. But now, we are 4 days out from notification, 2 days past expected ship date and a day past expected delivery date. Had I not paid for overnight shipping to be one of the first to receive my product, I would have been annoyed but that would have been the shipping method I paid for...free. As it stands, I am very disappointed in the shipping. I read the stories of previous launches, but thought they would learn from past mistakes.

[Schrebbie]

I have the same issue. I checked again this morning and now there is no expected delivery date. It just says the label was created. I spoke with someone at Fitbit yesterday and they told me to call FedEx, so I did and the automated system said that the tracking info will be updated once the package is picked up. This means it hasn't been picked up, clearly. I've contacted Fitbit again but had no response. I also opted for overnight shipping.

[Schrebbie]

Let us know what customer service says.  I've had no luck with them via chat and email.  Both times the reps told me I would be receiving it yesterday, even though I told both of them that the link that they provided had not even been updated beyond "label created."  Both times they said that I would still be receiving it (the second rep said this after 8p ET, which is out of the Fedex delivery window).  I've contacted a third rep but haven't heard back from them yet.  I'm pretty disappointed but mostly because I've been charged AND notified by Fitbit that the item had shipped.  If I hadn't been charged, I would probably be frustrated but mostly just waiting.  

[SunsetRunner]

I'm on the phone with them now.

The rep is trying to say that "one day shipping" somehow means between one and two days past the ship date.  It makes no sense.

I've never once ordered from Fitbit before and had no issues... it's always something with their fulfillment.  It can't be this difficult for them to get it right.

[SunsetRunner]

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@Schrebbie wrote:

Let us know what customer service says.  I've had no luck with them via chat and email.  Both times the reps told me I would be receiving it yesterday, even though I told both of them that the link that they provided had not even been updated beyond "label created."  Both times they said that I would still be receiving it (the second rep said this after 8p ET, which is out of the Fedex delivery window).  I've contacted a third rep but haven't heard back from them yet.  I'm pretty disappointed but mostly because I've been charged AND notified by Fitbit that the item had shipped.  If I hadn't been charged, I would probably be frustrated but mostly just waiting.  

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Completely agree.  My card has been charged and cleared my account.  It's beyond silly that they can't seem to get fulfillment right.

[SunsetRunner]

I was informed by Mario (someone in management) that for whatever reason next day shipment is not next day but 1-2 days.  He refused to provide any additional assistance with the process and was excessively rude during the call. 

Not shocking.

[Schrebbie]

Nice.  I expected that the item wouldn't ship until Monday when I received the shipment notification on a Saturday but the excuses that they're giving folks are really lame.  I've also never had an issue with Fitbit prior to this but this one is expensive and since no one can seem to tell me where my package is, I'm concerned.  I hope they're able to help you!  Maybe I'll try calling next.

[SunsetRunner]

They provided no assistance.  As I had to inform them that selling next day shipping and not shipping the item next day is bait and switch.

I'll just have to request my bank charge back the shipping.  I stated this as well, and they really didn't seem to care.

[Schrebbie]

Wow, that is really unfortunate.  I'm sorry!  I will try giving them a call in a little while and let you know how that goes.  

[SunsetRunner]

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@Schrebbie wrote:

Wow, that is really unfortunate.  I'm sorry!  I will try giving them a call in a little while and let you know how that goes.  

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Good luck!  🙂

[embeefit]

Perhaps one of the moderators on here could offer some insight? @EmersonFitbit or one of the others...

[embeefit]

I contacted customer service and after a lengthy discussion, learned that my "overnight" shipment is due to arrived Friday.  This tells me that Fitbit actually just created all of the labels on Saturday and they are being picked up in phases.  That would be fine if they had not contacted their customers to tell them that the item was shipped on Saturday with a delivery date of Tuesday (in my case).  Frankly, I am only interested in getting my overnight refunded at this point.  At the end of the conversation, I was given a case number and instructed to contact them for a refund of the shipping if I do not receive the Blaze today.  This is an extra step and jumping through hoops since the representative already told me that it was scheduled to deliver on Friday, but at least I got somewhere!

Good luck to you all!!  🙂

[SunsetRunner]

-- double post --

[SunsetRunner]

I think they're just making up answers at this point to get people off the phone and avoid refunding the shipping charges that they were all too happy to take.

BTW, Fedex shows the package shipped "Home Delivery", not "Next Day".  They seem to not understand one is ground and has no guaranteed delivery date, whereas the other will get you the package the next day guaranteed.

[Schrebbie]

Good lord, that was painful.  I just spoke with Anna and she bascially said I had to wait it out and that I should get it today (even though the tracking link STILL hasn't been updated).  She said that if the link hasn't been updated or I haven't received the package today, I should call back with the case # in the morning and they will help but basically, FedEx has the package and there's nothing they can do.  Delightful.

[SunsetRunner]

That's pretty much the answer I received. Fedex has it, we don't care when it's delivered.  Just amazing customer service <sarcasm>.

[adammiarka]

When you pay for overnight shipping, FedEx is guaranteeing that it will be delivered next day after they have received the package.   The issue is that the labels were created on a Saturday for most people.   The actual package would not have been given to FedEx until at least Monday, then delievered by Tuesday.   

So to truly get next day shipping, the item would have to be in stock from FitBit.   They would need to package the item, create the label, and hand it off to FedEx within the same day.  

[SunsetRunner]

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@adammiarka wrote:

When you pay for overnight shipping, FedEx is guaranteeing that it will be delivered next day after they have received the package.   The issue is that the labels were created on a Saturday for most people.   The actual package would not have been given to FedEx until at least Monday, then delievered by Tuesday.   

So to truly get next day shipping, the item would have to be in stock from FitBit.   They would need to package the item, create the label, and hand it off to FedEx within the same day.  

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I understand how that works... I have packages delivered to me daily.  The problem is that the package wasn't delivered Tuesday, and at the moment, Fedex still hasn't received the package for delivery yet, so it won't be delivered today either.  The tracking still shows "label created" with no actual transfer of package from Fitbit's fulfillment house to Fedex.

On top of that, the package transport type is Fedex HOME, which does not guarantee any delivery timeframe, and is often 2-3 days.  They are not sending the items Fedex Next Day.