Where is my Charge 6 refund?

[Maryloo2]

Pre-ordered the Charge 6.  Arrived on 20th October and as advised but Fitbit people I refused delivery on the 20th.  Where is my refund?

Moderator Edit: Clarified subject

[RiekoC · Accepted solution]

Hello @Maryloo2 

Please contact Fitbit support (<-- click link) for assistance on this matter. The Moderators and PEs here don't have the ability to help you with this. 

[Maryloo2]

Fitbit support, if contacted via Twittter, like all other customer service just fob you off with platitudes.  I refused the parcel on the 20th of October.  TWO WEEKS AGO and they are looking into it.  Fitbit is a SCAM.

[Rich_Laue]

That doesn't make it a scam, they have to track the package and confirm its contents. 

[anniesartistry]

I am having the same issue.  Report it to your bank for investigation.  

[anniesartistry]

I admit I am spoiled by Amazon's returns policy.  I take my package to UPS they scan it in, my refund is back the next day.  Pretty sad customer service.  I'll never buy direct again.  Google/FitBit is not the only Manufacturer that has a slow refund policy but Google/FitBit has to be the worst ever for taking care of issues.  

[Andrew4]

Rich, with respect,  it is a scam.  I didn't refuse mine, I accepted the delivery, got a returns label and sent it back.  The courier  (DPD), confirmed it was delivered back to the Warehouse on 24th October.  Fitbit have co nfirmed they received it as well. However,  I still don't have a refund. The reason why? According to tbe Fitbit support team, its because the Warehouse haven't confirmed its been received in good condition.  They don't intend to chase that up but will confirm  "next steps" once the Warehouse have confirmed the device has been received in good condition. 

That's a scam, pure and simple. 

To the fitbit community  moderators, have you ever tried dealing with your support team? If you really want to help the community,  get a proper complaint escalation process put in place to address these serious issues for customers properly. Then you can go back to advising on how to change clock settings  At the moment Fitbit just plays at providing, customer support and they do it very very badly. 

[Rich_Laue]

A few thoughts 

• No one who posts in this forum has any authority to change Fitbits Policy.
• There is no guarantee that any moderator will see this thread and they do make decisions outside of this community 
• I've been saying for at least 10-12 years that fitbit needs to change their refund procedure. However, I understand why they want to confirm that they received what they are expecting to receive. 
• I find Twitter, now X is the best way to contact fitbit 
• @anniesartistry do you know how many people return broken pieces or junk? 
• Fitbit simply wants to make sure they are not refunding the user for returning a $5 watch. Or trash. 

[Andrew4]

• Agree that there is no guarantee that moderators will read posts. However,  a good company that cares about its customers will monitor community forums, read reviews and react appropriately.  Fitbit seems incapable of doing this. 
• Moderators won't have the ability to change policy but they have a voice within the business. Either they are not flagging issues to other teams in Fibit or those other teams are not reacting and addressing those concerns. Either way, fitbit has completely failed to develop a coordinated customer engagement policy. The fact so many complain on the forum is because the support function is so poor. In these cases, where twitter is the best form of communication because all else hs failed,  it's because public embarrassment is the driving factor, not customer care.
• I'm old enough to have worked for VCR/DVD manufacturers when customers returned their "product" for a refund and the box would have a phone book/yellow pages in. No issue with Fitbit checking they have the right product back before issuing a refund. Huge issue with them taking over 3 weeks and still not confirming it and nobody from support willing to chase it. 

[TopDog]

I AGREE I CAN'T RETURN A NEW CHARGE 6 AND HAVE BEEN GETTING THE RUN AROUND AND IT IS A YEAR AFTER THIS PERSON.