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Charge 5 and feedback about customer service

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‎10-20-2021 04:26 - last edited on ‎10-20-2021 10:37 by Fitbit Moderator

‎10-20-2021 04:26 - last edited on ‎10-20-2021 10:37 by Fitbit Moderator

I bought the Charge 5 a month ago. It stopped working an hour after I got it out of the box. Five times I have reached out to Fitbit. Three tries to get it working, on the first try I was told it was being escalated and that I would get an email. On the second try I got dropped. On the third try they sent me a return label. I shipped it back two weeks ago. A week ago when I contacted them they told me they could see the package in the tracking system and that it would arrive on October 19th (yesterday). They have not communicated with me at all. I reached out this morning to ask when the replacement would ship. “When their warehouse confirms I sent it all back” is the answer. I ask for a refund instead of a replacement. When will I get my money? Ten days after the warehouse confirms we’ve received your device. I complain. I’m told to take it up with my bank. !! I might buy another Fitbit (NOT the Charge 5) but I will NEVER buy through Fitbit again. Amazon would never make me wait over a month for a refund or replacement. I’ve been a Fitbit user since 2011. They used to have awesome customer service. This is not excellent customer service.

 

Moderator Edit: Clarified subject

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‎10-20-2021 10:37

‎10-20-2021 10:37

@CindyLouWooHoo Hi there. Thank you for getting back. 

 

I see where your disappointment is coming from. I appreciate the time you took to share detailed information on what you've experienced. 

 

Sorry to hear that you're leaving Fitbit, your feedback and comments help us to continue improving our Customer Service. The delay could be related to the high volume contact. However since the tracker has been received at our warehouse, our team in charge of the refunds will continue handling this. 

 

Your patience and understanding while this is resolved is truly appreciated, please continue the communication through email as they will continue providing updates on the process. 

 

See you around. 

Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.


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‎11-27-2021 10:42

‎11-27-2021 10:42

I am having the exact same problem . I used mine for 3 days and it stopped working . Returned the unit and now 3 weeks later customer service tells me the warehouse has not received the unit . Just terrible 

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