Charge 5 won't power on and I won't receive a replacement

[feb4ever]

Long-standing Fitbit customer, Family of 6 + grandparent, so have purchased countless devices over the years! Fitbit have always been understanding, any issue with a device, we would troubleshoot, if no joy, send it back + replacement received! This time however, is different! I purchased 3, Charge 5 devices as Christmas gifts, one would not charge/power on, so I returned + received a replacement, replacement now no longer works, same issue, won't power on, so I followed protocol with CS rep. again, troubleshooting etc. was sent a return label, returned the device, only to then be told, 2wks+ later!!! I sent a device that has already been replaced and I would not receive a refund or replacement. They are basically, from my point of view, calling me a liar, that I somehow previously received a replacement device, without sending back the defected device (impossible) and that now,  I,  a mum of 4 young kids, have nothing better to do than try to scam Fitbit for a device, by sending back the original defected device that by some miracle I managed to keep while still receiving a replacement. They had no response to my question of, " how would I have received a replacement, if from what they are suggesting, had not returned the defected device?"  protocol is return defected device, receive replacement.They then proceeded to tell me I would need to send, my working device back!!! in order to receive a replacement, what a joke! I got what felt like a lot of attitude and was told I could not be escalated to management, that I could try calling them again Monday and see who might be available then and I was also told there is no executive office address, for me to file a formal complaint. Someone correct if I'm wrong, but this is an absolute disgrace. It's obviously an error their end, but somehow I'm suffering the consequences, having purchase 3 devices, only have 2, Fitbit have the detected device and are unwilling to rectify the situation, they have zero understanding and I feel completely cheated by Fitbit. Extremely unhappy customer. 

Moderator edit: updated subject for clarity. 

[Juju111264]

I agree I have had many fitbits myself and it will never happen again. Can’t get on the app,doesn’t update properly. Just ridiculous. I’m done with Fitbit 

[AndreaFitbit]

Welcome to the Fitbit Community, @feb4ever. I'm sorry to hear that your Charge 5 doesn't power on and thank you for sharing your experience with us.

I understand how frustrating this could be and updated your case. Please stay tuned to your email address. 

Thank you for your feedback and comments @Juju111264. 

[feb4ever]

Update: I totally stand corrected, Fitbit was correct!! and I was wrong on this matter. My sincere apologies. They did infact replace the device without requiring the defected device first, why I have no idea and in hindsight I wish they hadn't, as it lead to much confusion & upset, but I wanted to state, Fitbit was correct!