How on earth do you return a Fitbit?

[HeresHelen]

Having had a Charge 2 for years, I was treated to an upgrade to the Charge 5 for my birthday.  The Charge 5 is faulty (battery draining in less than 24 hours) and I need to return it, but so far have failed to get any information or joy from either the chat on the website or by calling the customer support phone number (25 minutes on hold).  I emailed the support email address, only to get an automated reply that they don't 'do' customer support by email.  To say their customer support is dire is an under statement.  

Please can anyone advise next steps?

[Odyssey13]

Hi @HeresHelen  Do you know if the Fitbit was purchased directly from Fitbit or another retailer? Each place has their own time from for returning for a refund. After 45 days, Fitbit will work with you to fix the issue, but they won't refund the money. Either way, you need customer support. Phone or chat is best, but keep trying to reach them.

[HeresHelen]

Hi, thanks for your reply.  It was purchased directly from the online Fitbit store on 10/02/22 .  I'm just appalled that it should be so difficult to find out how to return a faulty item, and then so painful to do it.  Most companies include returns information with the item they sell!

[HeresHelen]

Thanks for your reply.  I am also worried that if we return it, I'll never see it or our money again!  I've really lost faith in the company.  We got hold of someone via the chat, they said they would email us the return instructions, but never did. I am going to have to go through a third party to resolve this at this rate!  I hope you get your replacement soon.

[Odyssey13]

@HeresHelen chat or phone is best when reaching them. They will determine what's the best way to proceed and only they are able to help you. What they do is on an individual case basis. If they feel it should be replaced, they will send you a shipping label to print and full instructions on how to return it via email. You'd then return it (just the pebble piece, not the charger or the bands) and when it gets to the warehouse, they check it and issue the replacement. Once shipped, you'll get an email to let you know it's on the way. For now, their customer support lines are busy due to the voluntary recall of the Ionic. Don't give up reaching someone. Fitbit will take care of you and let you know how to do it.

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