My horrible purchase experience so far with pre ordering the Charge 5 that is still ongoing! Help?

[Tristannyc]

UPDATED:

So here is the story:

I pre-ordered the Fitbit Charge 5 when I saw I could get a free band with purchase! Sweet right?

Picked out the nice cherry Red sports band to go with the black Charge 5.

Got the protection plan!

YES! Finally a move to upgrading from my Versa 1 that I still adore to this day.

Well, a few days later, I find out, my order doesn't have the free band on it. I called customer service, and am told, since the promotion is no longer active they can't fix the error that occurred. But they tell me, hold on tight though we will escalate this and get this fixed right up.

August 25th to September 25th.... yup. NOTHING.

Ok, so I kinda figured there would be no band, I was SoL on that one cause Fitbits customer support is not really support just script readers with the people who make actual decisions "gated" behind this archaic "We will email you with our decisions", "but then never email you" stuff.

Well ok, we are at September 21st and I get an alert: YOUR FITBIT HAS SHIPPED!

SWEET!

It will be there September 23rd! WHOA even sweeter!

Ya no... this turned bad quick.

September 22nd:

USPS reports "Processing Exception, Other Delay"

So I call Fitbit, they say, "there must have been an emergency at the post office that caused the delay it will be there don't you worry!"

Next day, I see this is still a thing, call USPS this time.

"It looks like the post office in Indianapolis never got any package. We have no scan reports, and you need to contact the company to have them resend it as we didn't even get the label."

So I call back Fitbit, "It will be there, just give them some time, it was probably just a delay".

September 24th.

USPS again says the above information. NOTHING. Does NOT exist.

I call Fitbit, they now say "Yes it indeed never got shipped there, but my SUPERVISERS WHO YOU CANNOT TALK TO, say we have to wait 7 days until we can ship you a new one or even start the refund process to let you order a new one"

I ask the man who obviously has zero control over the "protocols" as he calls them, does this make "human logical sense". He agrees it sucks. BUT "I can escalate it to a supervisor and they can email you"... ffs. By the time this happens, I will be within the 7 days and hopefully get the actual device sent or a refund, but at this point do I even try to get the band as well?

This has been such a major cluster of an experience. I love my Fitbit. I have worn it religiously for years. But I go to upgrade finally and customer service just feels like a giant wet noodle that throws all human logic and empathy out the window for situations.

If it wasn't for my medical insurance discount, I would order through best buy or amazon and at least be guaranteed good customer support. So sad. 

So Fitbit.. ball is in your court.. how do you make this right? 

[Odyssey13]

Hi @Tristannyc  you might want to ask the USPS what that means. I've gotten some odd ones from them, but the post office has been overwhelmed in the past year or so. Let us know if you find out anything.

[kingRidiculous]

My card was charged yesterday, but I haven't received any tracking/shipping info yet.  I paid for 2-day shipping.  @Tristannyc what shipping method did you pick?  Standard, 2-Day, or 1-day?  Are you in the United States?  

Edited to add I just (09/22/2021) received notification that my Charge 5 has shipped.  I paid for 2-day shipping and FedEx is saying I'll have it tomorrow (9/23/2021) (we'll see, certainly by Friday or Saturday.) I'm in Maryland, USA.

[LZeeW]

@Tristannyc   Do you live in an area that recently experienced really bad weather, wildfire, or anything else?

[Tristannyc]

I live in NJ/NYC area. But it may be shipping from somewhere in the US being hit with a storm... Shipped it standard.

[Tristannyc]

So here is the story:

I pre-ordered the Fitbit Charge 5 when I saw I could get a free band with purchase! Sweet right?

Picked out the nice cherry Red sports band to go with the black Charge 5.

Got the protection plan!

YES! Finally a move to upgrading from my Versa 1 that I still adore to this day.

Well, a few days later, I find out, my order doesn't have the free band on it. I called customer service, and am told, since the promotion is no longer active they can't fix the error that occurred. But they tell me, hold on tight though we will escalate this and get this fixed right up.

August 25th to September 25th.... yup. NOTHING.

Ok, so I kinda figured there would be no band, I was SoL on that one cause Fitbits customer support is not really support just script readers with the people who make actual decisions "gated" behind this archaic "We will email you with our decisions", "but then never email you" stuff.

Well ok, we are at September 21st and I get an alert: YOUR FITBIT HAS SHIPPED!

SWEET!

It will be there September 23rd! WHOA even sweeter!

Ya no... this turned bad quick.

September 22nd:

USPS reports "Processing Exception, Other Delay"

So I call Fitbit, they say, "there must have been an emergency at the post office that caused the delay it will be there don't you worry!"

Next day, I see this is still a thing, call USPS this time.

"It looks like the post office in Indianapolis never got any package. We have no scan reports, and you need to contact the company to have them resend it as we didn't even get the label."

So I call back Fitbit, "It will be there, just give them some time, it was probably just a delay".

September 24th.

USPS again says the above information. NOTHING. Does NOT exist.

I call Fitbit, they now say "Yes it indeed never got shipped there, but my SUPERVISERS WHO YOU CANNOT TALK TO, say we have to wait 7 days until we can ship you a new one or even start the refund process to let you order a new one"

I ask the man who obviously has zero control over the "protocols" as he calls them, does this make "human logical sense". He agrees it sucks. BUT "I can escalate it to a supervisor and they can email you"... ffs. By the time this happens, I will be within the 7 days and hopefully get the actual device sent or a refund, but at this point do I even try to get the band as well?

This has been such a major cluster of an experience. I love my Fitbit. I have worn it religiously for years. But I go to upgrade finally and customer service just feels like a giant wet noodle that throws all human logic and empathy out the window for situations.

If it wasn't for my medical insurance discount, I would order through best buy or amazon and at least be guaranteed good customer support. So sad. 

So Fitbit.. ball is in your court.. how do you make this right? 

[SilviaFitbit]

@Odyssey13 and @LZeeW Thanks for the assistance offered on the thread. 

@kingRidiculous Thanks for your input. 

@Tristannyc Hi there. Thank you for taking the time to share your experience with your Fitbit order. Your feedback is truly appreciated, this helps us to continue improving our Customer Service. I was able to see that your case has been escalated to the department in charge of orders, they will get back to you as soon as possible.

Your patience and understanding is appreciated, be sure that we'll do our best to assist you. 

See you around. 

[Tristannyc · Accepted solution]

Seems this could be coming to a close, got an email from customer support saying they will send out the band for "my poor experience". I guess however it gets here is fine.

Shipping time has been updated on site.

So hopefully this is all over soon.

P.S. For those who wondered how I resolved it: TWITTER. Fitbitsupport. They had the fastest time from complaint to action.

[SilviaFitbit]

@Tristannyc Thank you for getting back and sharing updates. 

Be sure that we always try to provide a good Customer Service and your feedback and comments help us to continue improving. 

Hope you enjoy Charge 5 features. 😀

[Lilsunshinegal]

I have had terrible customer service with my warranty claim as well. Meanwhile, I have a broken Fitbit that I cannot wear. I've called at least 5 times in the past week and no one has answers and they tell me they are looking into it. I am beyond PISSED!! 😞

[Odyssey13]

Hi @Lilsunshinegal your post is in a thread that is over a year old. You might want to give customer support another try.