Refusal to process a return - 1 hour after purchase

[SadCustomer1980]

I wanted to purchase an Inspire 3 and did so on the fitbit site.  Found it cheaper and with more protection on Amazon.

Customer service was contacted via phone and they confirmed cancellation.  I kept them on the line until the email arrived, GOOD THING I DID - it turns out they had only canceled the protection plan.

I contacted text-support - they also said they can do nothing, wish they could, think it is ridiculous this is happening, and sent me ":(" face.

I was told that nothing can be done, the item is in-process, I would have to take care of the return.  Turns out the below message is misleading-- it should read:

"You’ll see a temporary authorization hold on your account, but you won’t be charged for an item until it ships.  You cannot stop shipment under any circumstances".

TIP for all prospective buyers-  ALL FITBIT ITEMS ARE MORE AFFORDABLE ON AMAZON!

DO NOT BUY FITBIT ON FITBIT.COM - YOU CANNOT RETURN/CHANGE YOUR ORDER               

EXTENDED PROTECTION PLANS ALSO AVAILABLE ON AMAZON

THERE IS REALLY NO REASON TO BUY FROM FITBIT.COM

Your order is in! You’ve got great taste.

Order #: XXXXXXXX

Order date: 2/14/24

You’ll see a temporary authorization hold on your account, but you won’t be charged for an item until it ships. Once it does, you’ll get a shipping confirmation email with tracking.

[Odyssey13]

Hi @SadCustomer1980  recheck your Amazon order. Not all sellers on Amazon are authorized retailers of the Fitbit products. If you buy from a seller who is not authorized, you do NOT have a warranty from Fitbit. Please check it. Many on these forums have unknowingly purchased Fitbits that had no warranty and found out the hard way.

[SadCustomer1980]

The Fitbit store on Amazon is the authorized retailer.  Sadly, this is the Google store on Amazon that is selling at a lower rate.  Corporation games.

-----------------

I think you may be confused- the fitbit site is where I ordered initially- thinking it would be more affordable and better customer service.

In truth - the fitbit organization doesn't really "do" customer service.  They will take you calls and listen - but do not actually do anything.

[Odyssey13]

I wasn't confused, @SadCustomer1980  and I did see where you purchased it initially from Fitbit directly. Just wanted you to know about unauthorized retailers, but it seems you checked, so that's good.

[SadCustomer1980]

Understood- thanks.  Has anyone in these forums had any luck with customer service that you've seen?

Just wholly confused as to why a company would continue to process canceled orders- all the driving of delivery drivers, wasted time, my going to USPS- seems like fitbit has a vested interest in wasting their employee's time and carting shipments needlessly all over the place.

[Odyssey13 · Accepted solution]

@SadCustomer1980  I've not had this happen, but have seen many on the forums who simply refused delivery. Marking the package "refused" may have worked for them. I'd be inclined to do whatever customer support suggests so that you get your money credited back to your card in a timely fashion. Simply refusing it might result in a longer time for people at their warehouse to open the package and make sure that the proper person is credited with the return.