Ionic refund not issued after a year

[emmatwentyone3]

I have been a loyal Fitbit user for years. I received an Ionic as a gift about two years ago. Last fall I was made aware that there was a recall. I followed all the steps and sent back my Ionic. Since then it has been constant back and forth on where my refund is. I got conflicting information and promises that never materialized. At one point many months ago I did receive an email stating my return was accepted and I would receive my refund within the next ten days, but it never came. Finally this week, after again contacting customer service, I got an email stating that I would not receive my refund without proof of purchase. I was never asked for this throughout this whole process and since it was a gift, I have been having a lot of trouble tracking down the person who gave it to me. I don’t even know if they will have a receipt. This has been an extremely disappointing and frustrating process and has really turned me off to Fitbit products. I would’ve even been happy with a discount or gift card. Is there anything someone on here can do to help me with this? 

[Odyssey13]

Hi @emmatwentyone3  these are the Community Forums, with peer-to-peer help and the occasional Fitbit Moderator (employee of the company) stopping by. We can't help you, since customer support is the only one to authorize funds.

Since you already got with them about this, you need to keep trying to find the person who bought it. The Ionic ceased production in 2020 and the recall was announced March 2022. So you got the Ionic two years ago, maybe you can still find the gifter. They should be able to find proof of purchase if it was on a credit card. All you can do is try. There are many ways to search online for a person, but if you knew them well enough to remember where they worked or lived, it would be a good place to start.

[AndreaFitbit · Accepted solution]

Welcome to the Fitbit Community, @emmatwentyone3. I'm sorry that you haven't received your Ionic refund. 

I found out that you have some cases with our Support Team. I'd suggest contacting them again since as Odyssey13 mentioned, Customer Support is the only one to authorize funds and assist you. 

Thanks for your suggestion @Odyssey13.

I wanted to let you know that I'm going to close this thread to keep the community organized and prevent any confusion.