Charge 5 pre-order mysteriously canceled by FitBit

[renfe]

Here's the sequence of events: yesterday I received my Charge 5 shipment... with just a Charge 5 band (but not the Charge 5 itself). Concerned that something went wrong, I reached out to FitBit Twitter and asked them to confirm the rest of my order. Sure enough, they confirm Charge 5 pre-order was safe, all complete and ready to ship when they had a device.

Then, overnight around midnight, I received an email saying that my Charge 5 pre-order has been canceled. When I saw the email this morning, I contacted FitBit support and they confirmed the device order was canceled (the other two items I ordered were *not* canceled, just the device!). They provided no explanation for how it this happened or why it was canceled.

Anyway, something is seriously weird with FitBit's ordering system and/or security, so be careful.

[bbinder · Accepted solution]

I had the same, but it is fine because my local BestBuy had them in stock so I got one there and saved the shipping charge.Now I don't have to wait.

[SilviaFitbit]

@bbinder Hi there. Thanks for your input. Glad to hear that you were able to purchase it at BestBuy. 

@renfe Welcome to the Fitbit Community. Thanks for the detailed information shared. 

It's odd what you experienced. Sometimes this could happen when pre ordering an item, if when attempting to make the charge, it's unsuccessful. Since you mentioned that you contacted our Support team, I was able to update your case details, they'll get back to you soon. Please continue the communication with them, this to avoid any confusion. 

Have a nice day. 

[renfe]

There was no "unsuccessful charge". I contacted the support team *twice* about a weird email I got from the FitBit ordering system, which they initially said might be a security breach. Support ultimately decided it was a bug in the ordering system and said everything was fine (twice). Then my pre-order was mysteriously canceled, and I was subsequently ghosted by FitBit support. Thanks @bbinder for the reply, at least I know this is happening to others and I won't be gaslighted by FitBit.

[Hammer40]

@renfethe exact same thing has happened to me and the FitBit customer service has been a nightmare trying to get the issue resolved.  I have been on 4 different phone calls and 3 different chats and still nothing has been resolved.

[aardvarkbark]

I am similarly dissatisfied with the fitbit ordering process.  I ordered Charge 5 and two straps on Fri.  Learned today when viewing confirmation email that tracker is on backorder (with no expected ship date provided), but both straps shipped.  I was surprised that they charged my paypal account for the tracker even though it hadn't shipped.  I cancelled the order for the tracker, but now I have to pay to return the straps.  Customer service said by chat that I could refuse delivery and FedEx would send the straps back to them.  FedEx told me that the shipper must request a RTS (return to sender) for them to do so.  Fitbit tells me they will not request a RTS from FedEx.  First, fitbit didn't disclose when ordering that the tracker was on back order, then they charged me even though they hadn't shipped it, now they refuse to notify FedEx about this RTS, so I must pay return shipping for straps that are useless without the tracker.  Very disappointed.

[SilviaFitbit]

@renfe Thank you for getting back and shared details on what you experienced. 

Due to the high volume contacts, there might be a delay from our Support team. However, be sure that they will get back to you and provide the options available. 

@Hammer40 Welcome to the Fitbit Community. Thanks for the details mentioned. 

I see where you're coming from. I was able to see that you have a case with our Support team and they are already assisting you, please continue the communication with them, this to avoid any confusion. 

@aardvarkbark Hi there. Thanks for sharing how you feel about this. Sorry to hear that your bands shipped without your tracker. 

Since you already have a case with our Support team, please continue the communication with them, they'll assist you further. 

Thank you for your understanding. Hope this helps. 

[Van129795]

It seems orders being mysteriously cancelled is a common problem when ordering directly from fitbit.  I ordered a Charge 5 and Luxe on 12/16 for Christmas gifts with 2 day expedited shipping.  With the holiday craziness I figured the order was delayed in shipping and did not question why I had never received an order confirmation email.  Called today to find out what was going on with the order and was told 'we' cancelled the order.  They were not able to tell us how the order was cancelled (phone, email, etc), just that 'our account' did it. Again, no email letting me know it was cancelled.  If I had received that I would have reached out to them or purchased them elsewhere.  Now customer service keeps telling me they can not provide us the items at the sale price because they are not at fault.  Now I'm going to have to find a replacement gift as I will NEVER be an advocate for fitbit again (which is very embarrassing as I had put a picture of their 'present' in a Christmas card).