Unable to exchange the color of my Charge 5

[TILL_pt]

I want to post this here to give you one last opportunity at this before I go give feedback in all the relevant places.

6 days ago I ordered a charge 5. However, when checking out I noticed I had ordered it in black instead of blue as I wanted, so I immediately went into the live chat to change this. - Not possible

- How is changing the color of the item I ordered 3 minutes ago not possible???

All good, I was assured that they could cancel the order and I could reorder again. However, doing this would make me lose my vitality voucher, so the best solution Fitbit could come up with was to have the item delivered to me and then I could just ask for an exchange with free shipping 

- Seems like a waste of resources for something that could be easily solved with an inventory management software but... what do I know, so I agreed.

Now I have received the charge 5 I tried to initiate the exchange process to do this I have spent more than 2 hours in 5 different live chats because people cannot help me - they are unable to issue return labels, all they can do is put notes on my process. 

I have told customer support at least 10 times that "I dont want a refund because if you refund me I will lose my vitality voucher" despite this  the replies I get are  "once we are able to issue your label you will get a refund straightway after we receive the item at ou warehouse"

Well... I still dont have a return label and if eventually, im sent one i am 99% sure that instead of sending me the clour I wanted they will refund me.

Absolutely ridiculous, I should be able to go on the website click 4 boxes and do this in 2 minutes instead of 2 hours of having the same conversations and reaching nowhere.

I love my Fitbit devices, but how can something as simple as this not be optimized?

From small companies to huge ones an exchange is something simple and easy to achieve, I really don't get it, and I will be surprised if this is solved.

Best wishes
TILL

Moderator Edit: Clarified subject

[Rich_Laue]

The best I can say is to contact fitbit. Your posting to the community of fitbit users. 

[TILL_pt]

I did for 2 hours on webchat and Twitter = this was the result

[LizzyFitbit]

Hi there, @TILL_pt. @Rich_Laue Thanks for stopping by to help our member.

@TILL_pt Thanks for the detailed information, and your feedback about our Support team. I understand how you're feeling as this isn't the type of experience that we want you to have. Every comment shared in the forums never goes unnoticed as it helps us to evaluate our procedures and improve our services. I'm sorry for this inconvenience and please know your feedback won't be the exception.

I went ahead to check your details and it seems our team already sent you an email with more information about your case. If you haven't seen it yet, please make sure to check your inbox, spam or junk folders. You can always start a new interaction via chat or phone by clicking here.