Charge 5 never returned to Fitbit

[bethn26]

I ordered a Charge 5 (after my Charge 3 died after only 18 months). It's never arrived (since 9/26). I chatted with support and they said they'd overnight another one, but that was 4 days ago. That one is also lost - UPS says they never received it. 

I'm paying for a worthless Premium membership (worthless w/o a device), a worthless extended warranty (because they can't ship devices), and I've paid for a device that has never come. Spent an hour on the phone with support and an completely unhelpful supervisor. He said it's a known issue that they aren't actually shipping devices when they say they are, but that they can't do a refund of the Premium membership or extended warranty, or ship me another device. I'm supposed to just be patient and keep waiting for a package that is lost or was never sent. When I receive the device, they might be able to send me a free wrist band - worthless - they can't even send me the device I paid for, what good is an extra band, that probably also won't arrive either?

The only reason I re-ordered from the Fitbit website was a 35% discount for my Charge 3 breaking. I should have gone to Costco and paid full price, or better yet, bought another brand. 

Fitbit used to be such an amazing company, with a product I loved. I've been a Fitbit fan for many many years. Sooooo very disappointed in this recent experience, the ridiculously bad customer service and the fact that their devices keep breaking in 18 months. This is theft & fraud - pure and simple - taking funds and not delivering the product.

If there is a moderator, manager or someone from Fitbit that can actually rectify this, would be much appreciated. If not, maybe this can warn other potential customers - don't order from the site!! - and don't buy memberships/warranties - they are non-refundable, even if you never get a device to actually use them with.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @bethn26  a Fitbit Moderator can't help you. They can find out what's going on, but you'll still need to get directly with support.

when there is someone available, chat is an option. Phone or Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
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[bethn26]

If the moderator can find out what's going on, that would be helpful. As mentioned, I've already tried chat (twice) and called the customer support number (twice - hung up on once and then with a 'supervisor' who did nothing). Calling them again seems pointless - they either don't have the authority to do refunds or simply have been told not to and refuse to escalate the call beyond that one supervisor. Terrible customer service. Hopefully other potential customers read this and know what they are in for before spending money on a device that never comes!

[LIHARRIS30]

Same issue.... two lost charge 5's on a warranty replacement... what's the odds