For my birthday last December, my husband got me a Charge 5 and told me to read about it and make sure it was the tracker I wanted. I did about two weeks of intense research, especially after he told me he’d also looked at the Sense and Versa, as well as a few Garmin trackers.
I’m autistic and miss a lot of hunger cues, and I have a lot of sleep disturbances and a very stressful job. I ended up settling on the Sense because of all its health tracking features, particularly the EDA sensor and in-depth food tracking.
The Sense worked fine until the end of September when it just kept rebooting out of nowhere. I contacted support, and they authorized a return within minutes, so I thought it would be ok.
Instead of what most companies do and send you a replacement with a return shipping label and just charge you if they don’t receive the other device back, they gave me a shipping label for the slowest possible FedEx shipping option, required me to buy a box, and then wait for them to receive it and inspect it before they would send a replacement out.
It took over a week for them just to receive it. After that, it took three more days for them to ship my replacement, which they can’t even guarantee is a new device without defects. Now, weeks later, I still don’t have a device, and I’ve been paying for nearly a month of premium membership that is useless to me.
The original tracking number they gave me was wrong, and support wouldn’t believe me until I sent a screenshot of the error message. They said to check back a few days later because even though it had been 10 days since it was shipped, it hadn’t been 7 business days. Now, 10 business days later, they still won’t do anything because it’s not been “long enough to consider it lost in transit.” The tracking number has said it will arrive by 7pm every single night this week, and when I looked this morning, it’s now saying it will arrive by 7pm three days from now!
I’m so upset by all of this. I was shocked that a device costing me nearly $300 not even a year ago even broke in the first place, and now all of this? I don’t trust Fitbit at all anymore. If I even receive the replacement, I think my only option is to just list it on FB marketplace with a disclosure that it’s refurbished and start researching which Garmin I want. It’s such a shame. I loved my Sense, but this support team is shockingly awful.
