Anyone who pre ordered the Charge 6 in the uk got there’s yet?

[suwar1]

My tracking starts and ends on the day it was dispatched! So as of the 10th I’ve got no information. Just slightly miffed as I saw them on sale in my local Argos this morning and mine is later than non pre orders!

Moderator edit: clarified subject.

[Gazzamania]

Yeah I guess I’ll have to return that also but hey ho!

I guess so Pete yeah!    

Maybe I’ll forget and see what happens!! 😯

[SunsetRunner]

Morning. So here's a snippet from another conversation I had with Fitbit support today....following no reply the the 'specialist team' who didn't help me, the customer, resolve the ongoing issue of no Fitbit Charge 6...

02:29:52 Agent: I was able to pull up your order and I can see that the Charge 6 device hasn't been delivered yet.
02:29:53 Agent: We’d like to apologize for the delay in shipping your Fitbit order. We’re working as fast as possible to get your order out to you, and we’ll send a confirmation email as soon as your product has shipped.
02:30:23 Agent: We recommend to wait for the item to be delivered within this week and contact us back using the case number if it's still not received so we can move with the next process.

As you can read, line two the agent states 'the delay in shipping your Fitbit order'...and that 'they'll send an email when your product has actually shipped out' but when I continually ask to cancel the order I'm told they can't because the order has shipped. But it hasn't. They just told me so. As they stated at the beginning of the conversation.

Fitbit clearly doesn't want to lose the sale. Lose the pre-order. Refund my money. Look after the customer.

What will they do...send me the item at some point. Send me a returns label (that has to have a request generate and sent to a specialist team?). And if the item ever gets shipped and should arrive i have to send it back to them. Pointless. If they cancelled the order that hasn't been shipped they wouldn't have to waste resources. Would be more environmentally aware and would ultimately look after the customer.

This will be the last time I ever purchase a Fitbit product. The last time I use a Fitbit product. I will never recommend a Fitbit product. I can think of better companies to deal with who value their customers. Can you?

[pete-S]

When I ordered, delivery said 2-3 days.  When I called last week to find out where it was, I was told to wait as it was 3-5 days and to call today if it hadn't arrived.  When I did, I was told delivery is actually 7-10 days so I should wait.  Basically, they're just making it up as they go along.  When I pointed out the previous messages, they said they'd have to escalate to the specialist team, if they really exist.  So, when you catch them out lying, they just pass it to another team, who then just seem to ignore you.  It's really terrible...

I've also tried logging it with GLS, the shipper, and Parcelforce, the UK local shipper, but no response from them either.

[Ian-R]

I just had the similar chat conversation, and when I asked if I could cancel:

11:06 am [Agent] Upon checking here, we do not have an option to cancel the order anymore because the order was already shipped out.

11:07 am [Me] So, it definitely has been shipped out to me, just delayed in post system?

11:08 am [Agent] Yes. That is correct.

It clearly hasn't "shipped" as I understand the term; agent clearly doesn't have access to realistic information.

Apparently I will be getting a customer satisfaction survey after the call .....

[pete-S]

My order status says "order is being processed".  When I asked why it was both apparently shipped and being processed, the agent told me that being processed means it's in the shipping process, which sounds like either a very odd use of status terms, or a bare faced lie.

[cedar1079]

I'm still frustrated so contacted customer support this morning.   I am in Florida, United States, by the way so this issue is not just UK related.

Here's a summary of my order:

September 29th:  Preordered Charge 6, 1 year of premium and 2 year extended warranty.  Webpage said to be delivered on or before October 12th.  Makes sense for a PRE-ORDER
September 30th:  Credit Card charged $19.99 for the Premium Service (even though I have no working device.  I was told this was App based and I can use it immediately)
October 10th:  I get an e-mail that was order was shipped (Yay!?)
October 11th:  Credit Card charged the full amount due for the Fitbit Charge 6 device
October 13th:  Credit Card charged $16.04 for the 2-Year protection plan
Today, October 16th:  I contact customer support about the shipping status and the premium charge.  I get told the Premium Charge is app-based and is not connected to actually owning a device.  As for shipping, I repeatedly get told that Shipping takes 5 to 7 business days.  I was told to contact them again if I have not received the device by October 23rd.

The early reviews coming in are not good either.  Lots of 1-star reviews on Amazon.
I really can't believe I fell for this again, after being an owner of a Charge 5 that got bricked from a firmware update.

[SunsetRunner]

Sorry to hear you're having the same issues as us in the UK! Obviously Fitbit / Google have scammed us all.

Taken pre-orders without having not only the stock to meet the orders they have. They have marked the shipments as shipped so they can take our money when they haven't actually shipped anything at all. And to top it all...are happy to annoy customers further, rather than owning up to the problem and cancelling our orders without delay.

They should have the decency to own up to the problem, issue a full refund and stop messing us all about.

I'm wondering about contacting my bank to look at a chargeback. Surely what Fitbit have done is not legal? They stated clearly that payment would not be taken until the order was dispatched yet took payment by marking the order as dispatched without dispatching anything as they do not have the stock, in their own words. I'm also going to look to contact the national press to see if there is something that can be done - it feels like a scam!

Time to leave Fitbit? There are plenty of other options out there to track steps. It also seems like a lot of the other functions don't work properly anyhow! I will be leaving Fitbit and suggest we all do the same.

[Triletics]

As a rule, I never order directly from Fitbit. Yesterday evening, I ordered on Amazon UK (sold by Fitbit), and today before noon I received it. What @Gazzamania said may be the right course of action (get it from Amazon or Argos and send back an item from Fitbit when it arrives).

[SunsetRunner]

That's fine but why should you have to purchase the item twice? Why should you give Fitbit payment twice and have to wait? What if Fitbit tries to wriggle out of the return process, when you try to return the original, should it ever arrive? Personally after all this hassle I feel like Fitbit isn't a brand to trust. Time to look at YouTube at Fitbit vs...comparisons. It seems that Fitbit 6 has or is full of issues anyhow. I reached out to a national paper and an online tech review company this morning to see what they think. Is this a scam by Fitbit?

[Jonwal]

I got mine last Friday in the uk, ordered from Fitbit.com

[Gazzamania]

Mine arrived Argos delivery bang on time yday and is working perfectly and am more than happy with the product.   I’m less than happy like most of us with the service provided by Fitbit and their response over the phone.  You’re correct you shouldn’t have to order it twice and hopefully there’ll be no issues with the return process !!   
We shall see!!!

[mikeysoft]

Same here. Ordered on the day they were announced. Tracking showing on the 10th, now the 16th and nothing, having taken money. Shambles. Never will I buy from FitBit again - I had reservations but was lured in by the free sports strap. I now have one in my hand bought from Argos in my local town - many days after I should have had one from FitBit. Poor company from my FitBit Charge 4 strap failures/bracket failure experiences, now worse from this experience.

[deanjones]

it is a lie they cant cancel! if you bought on a credit card contact the card co and register a dispute for failure to deliver to the contracted timescale. Fitbit told me today delivery is now expected to be 10th November. Ask your credit card company to initiate a chargeback and you should get your money back within 5 days. Fitbit will also be charged by the credit card company for the chargeback so will teach them not to behave like this. I lodged dispute and chargeback with my card provider today it took 2 minutes!

[richpb7]

I'm in exactly the same boat, it's not the first time they've done this to me either! Can't believe I fell for it ... again 😞

I pre-ordered a Charge 6 on the 9th, message said it was shipped on the 10th, and since then nothing has changed. As previously commented, they've basically lied to us on purpose. Massive own goal which could so have been stopped with prompt customer service.

I've raised this as a payment dispute as I used Paypal to buy mine. Fitibit support were useless, as ever - they said they'd cancelled it, but all they actually cancelled was the free sports band. Don't think that particular Fitibit representative had a clue what they were doing, to be honest.

[Maryloo2]

Same here.  Mine was dispatched on the 10th and tracking stops on the 10th.  I wish I'd bought mine from A*n or anywhere, I just got fished in by the free band.

I've been told to wait until Tuesday - it's Tuesday - now I'm told it will arrive tomorrow. Somehow I doubt this.

[SunsetRunner]

Afternoon. Well the latest update from Fitbit...surprise surprise...they won't issue a returns label...so another pointless chat session and yet more excuses. Although why would I want a returns label for something I don't actually have?

The upshot, have now spoken with my bank about a chargeback against this fraudulent company and its dodgy sales tactics. They were interested.

As for Fitbit being part of Google...all I can say is Fitbit is misleading customers. Is untrustworthy and operates down right shady practices. Zero customer service. All they had to do was cancel the sale and refund the payment for an order they marked as dispatched but don't actually have in stock, or had yet dispatched.

The only reason I had ordered the Fitbit Charge 6 was to help me maintain my efforts to remain as fit as I can, whilst I am on the UK active transplant waiting list, with stage 5 CKD. Thanks for caring Fitbit! The last thing I need is added hassle.

Time to switch to ditch Fitbit forever and find a more reputable brand that cares!  Suggest everyone else do the same. All we are getting now is excuse after excuse. It is also clear that having read others comments on hear, that Fitbit has been doing this for years...taking payment early, over promising and under delivering. Time to ditch Fitbit for good.

[Maryloo2]

I don't think this issue is exclusive to the Charge 6.  Last year I ordered a Luxe from FitBit direct (I had a voucher from my health insurance company that had to be used on fitbit.com) and I had exactly the same delivery problems.  This time I ordered from them direct because of the free wrist band - which I don't have.... or the tracker....  

I placed my Charge 6 order on the 29th of September....  Was told via chat to come back to them today (17th), was told that it would be with me by the 18th....  When I made a comment about Fitbit customer service being dreadful I was told to be respectful...  Hmmm  I didn't say "you're dreadful", I said FitBit CS is.... Hey ho.  I wish I'd bought on Amazon, at least it's easy to return stuff if there is a problem....

[PennyPJ]

It's really interesting but also maddening to hear everyone else's experience.  Likewise I pre-ordered the Recharge 6 on 7th October, purely to benefit from the free additional strap (which now apparently won't be dispatched until10th November).  I received an email on the 10th to say it had been dispatched (payment was taken the same date) and the tracking shows it should be delivered in 2-5 working days via GLS.  It shows the parcel leaving the parcel centre at 00:03 hrs on 11th October, having been handed to GLS 10 minutes earlier.  How can a parcel still be on its way to the final parcel centre after 6 days of travelling in the Netherlands?

I contacted Fitbit yesterday morning on the chat line and the agent said your order will be shipped in October but there is still no specific date when it will be delivered. He said that they don't have a warehouse in the UK which is why the orders transit first in the Netherlands.  He said they had a limited access in orders (meaning ability to check them) and that it will take 5-7 business days to deliver the order.  He didn't have an answer as to whey this differed to the 2-5 working days stated in the dispatch email and It felt like he was making it up as he went along.  I left the chat feeling very frustrated and dubious as to whether the watch has actually been dispatched.

What makes it even more annoying is that my Fitbit Inspire HR died two weeks ago on holiday as a result of swimming literally about 12 strokes n a salt water pool (even though Fitbit claims it should be ok).  As it was out of its warranty period and so close to the Charge 6 release date I decided to pre-order a Charge 6, believing that it would have arrived before now.  Having already been without a working fitness tracker for a fortnight, if and when it eventually arrives, I am tempted to return it for a refund and buy a different brand.  It is an appalling way for Fitbit to treat customers.  

[Maryloo2]

For the benefit of anyone reading this...  my bank need 15 days from when I last tried to contact the company about my order before they can action a refund.  I have sent in an email complaint to FitBit just for evidence. 

Like everyone else I am sooooo frustrated as they've taken my money and who knows when I'll get it back. 

[Andrew4]

Much like everyone else, pre-ordered mine on the 7th, was told it was dispatched on the 10th and charged,  nothing since. Messaged and spoke to fitbit this morning  who told me it was my responsibility to chase the courier (who say they don't have it).

Its the contempt that fitbit show for their customers that make me most angry. I'd be fascinated to hear their response to those on this thread. Sadly,  I doubt they'll read it