Ionic's replacement was sent to the wrong address

[Jonno34]

Having now waited months for a replacement, the 4th one, I sent Fitbit the details to send the item too.  They dispatched it.  I immediately noticed the address was wrong.  They said no it had been sent to the correct address, I said no as I could see the routing was wrong.  The item has now arrived, it is effectively in another country, the border is closed.  DHL says it is waiting for collection from their depot as requested.  NOPE did not request that, why would I.

No response from Fitbit either by twitter of by email.  Situation ridiculous, service a disgrace.  

Moderator Edit: Clarified subject

[Odyssey13]

You need to get in touch with customer support to resolve this. This is the community forum and we don't have that information. I have notified a moderator about your post and they should be by to address this issue for you. What country are you in? I do have a few phone numbers.

[SilviaFitbit]

@Jonno34 Hey there. Thank you for participating in the Community.

Sorry to hear you're experiencing this with your replacement. I appreciate that you mentioned you already contacted our Support team.

I've shared your post with them and they mentioned that it has been escalated to a higher Support level, someone will reply to you as soon as possible. Keep in mind that due to recent events affecting our operations, we may take a bit longer to get back to you. 

@Odyssey13 Thank you for flagging this post.  

Thank you for your patience. I'll be around if you have any additional questions. 

[Jonno34]

I understand that and have but the response is so frustrating.

I sent them the address and was very specific.

They sent confirmation, address was wrong I pointed it out.

The confirmed this.

Item was dispatched with the WRONG address.  KEY information was different, absolutely no idea where it came from.

I pointed this out, they said no it was sent to the right address.

I watched the tracker, I could see it was going to the wrong place. I pointed this out, they said no it was dispatched to the correct address. 

All of these responses were within a reasonable time scale, 6 to 12 hour.

Now it sits in what is defacto another country.  It is awaiting my collection, supposedly as requested, I can do nothing and for 3 days I have had no response.

[SilviaFitbit]

@Jonno34 Thank you for getting back.

I understand your frustration with the replacement delivery. I appreciate that you mentioned you confirmed your address to our Support team, your comments won't be unnoticed and I've shared your feedback with them. 

Your patience is appreciated while this gets sorted out. I'll be around if you have any additional questions.