Order delay

[Nutsaboutmints]

Hi has anyone recently had problems with an order? My charge 2 screen cracked in the sun, I ordered an ionic which was in stock.  It's now been 12 days since my initial order and fitbit have yet to ship it... 12 days and counting in a competitive market where next day delivery is becoming the norm is completely unacceptable. 

[Brixbabe]

My Fitbit Versa broke under warranty over 2 weeks ago. It’s been ordered but not shipped. They are blaming the issue with one of their partners (nothing to do with Fitbit of course!). It’s very frustrating as I keep getting empty promises of when it will be shipped. I think it’s a very big issue as lots of people waiting for their orders and Fitbit are deleting the messages on the Community site. I totally agree it’s a very poor service in a competitive market. I’ve given up hope of ever receiving it and requesting a refund now so I can buy an Apple Watch. Good luck!

[tspoon1980]

My old blaze bit the dust a fortnight back and got a discount offer on the Ionic.  Saved my pennies and splurged on one last Friday.  (27th June)  No updates Friday, or Monday.  Chased on Monday and was told they'd had warehouse issues but was back on track and it would go out Monday.  Tuesday morning and still no joy, so asked again what was happening.  Slightly different excuse, dispatch delays.  Yeah, kind of knew that  definitely will get dispatched today.  Six pm and no cigar.  I appreciate you've been waiting for a good deal longer than I have, but I am starting to see a worrying pattern here.  Trustpilot rating plummeted, scores of people with the same issue.  If there is a problem with supplies, a simple banner message on the home screen would have stopped a lot of people needlessly contacting live chat over and over and over again, only for the can to be kicked further down the road to another point in time. (Reminds me of Brexit). Told to wait until I get email confirming dispatch before getting in touch with them again.   I see, and at what point to I deduce an unreasonable time has elapsed and contact them again?  

Quick example here of excellent customer service, ordered something online yesterday.  A confirmation email with a clear link included to track the status of the order.  This morning gets an update on the order.  The email is clear, concise and tells me what stage my order is at, how long it would be before the item is ready and dispatched, another clear link for further tracking and a UK call centre number clearly displayed should I need to get in contact with them.  So much better.  

Not sure what's happened at fitbit, but the brand, build quality and communication seem to have gone downhill.  It's a shame really because it's incidents like this which can do irreparable damage to a company's reputation.  

[Nutsaboutmints]

Indeed..... fitbit just keep fobbing me off. Blaming warehouse problems or a problem with a partner... still havent been given a delivery date... 

[Brixbabe]

It’s so frustrating to hear others experiencing the same issues. Take a look at Trust pilot Fitbit reviews. Currently scoring 1.6/10 with 69% giving 1*. Lots of very unhappy customers!

Sent from my iPhone

[Nutsaboutmints]

Yes lots of people in the same boat... I've wanted an ionic for a while now. If it wasn't for the good discount I would of cancelled my order by now.... it very frustrating,  I think this will be my last fitbit unless things drastically improve..

[Brixbabe]

It does make me wonder why they are giving such competitive discounts. Is it because Fitbit is a struggling and desperate company.

Sent from my iPhone

[Siddharth_Gulat]

Same for me. They placed a replacement order two weeks back and it has not arrived yet and all customer services do is reply from a standard template that they are having issue with their warehouse! 

So sad to see Fitbit going down hill. This is how my watch looks now by the way (sometimes it syncs and works and sometimes it decides to sleep and not work 😞

[Nutsaboutmints]

Yes sadly customer services just seem to copy and paste and don't actually provide any real answers. these messages are a week apart.

[Brixbabe]

I agree it’s so frustrating when you get the same response over and over. They have obviously been briefed how to respond. All we want to know is when our Fitbits will be shipped!

Sent from my iPhone

Moderator edit: Format

[tspoon1980]

Exactly. I have been in contact with them today and it is still the same
excuses. I asked why items are showing as in stock if you cant fulfill
them. They stated that the items are in stock the issue is with the
courier partner. I asked them why they are still taking orders for items
they know they can't ship when this situation had been ongoing for weeks!

Their response? We will use your feedback to improve our services in the
future.

Absolute twaddle.

Moderator edit: Format

[Nutsaboutmints]

Some good news today. 14 days after placing the order I have received notification that the order has been shipped... still have to wait 4-5 days till it arrives. But at least it's on its way. Let's hope it works as it should.. 

[Brixbabe]

Good to see some good news. I hope you receive your Fitbit soon and in good working order!

Sent from my iPhone

[RicardoFitbit]

Hello guys! It's a pleasure to provide assistance with your order concerns, my apologies for the delay in responding each of your posts. Welcome to the Community Forums @Nutsaboutmints and @tspoon1980. Also, it's nice to see @Brixbabe and @Siddharth_Gulat participating here.

I'd like to first apologize with each of you for the delayed resolution of this situation, I totally understand how frustrating this matter can be, your understanding and patience with this inconvenience is appreciated while we and our warehouse partners work to resolve the interruption of services that were previously explained by our Support and Social media teams. Rest assured, we are working hard to release the orders as soon as possible and get each of you back on track. Thanks for the feedback that was provided, we are always striving to improve our products and services.

As a Community Moderator I'm unable to access to your personal details, therefore, I can't provide with an update of your orders. That said, I highly recommend to get in touch with our Support team again for more information. Please note that once the order ships, an email containing the shipment and tracking details will be provided.

Don't hesitate to contact me back if further assistance is needed, I'll be around.  

[Brixbabe]

My Fitbit died on 17th June and yet I still have no notification it has been shipped. I eventually gave up on this and requested a refund. And then I get told I have to wait a further 3 weeks for you to financially reimburse me. Overall a totally shocking service. How Fitbit are still in business I have no idea! With falling shares and lowest ever market share I think you need to start taking on board customer feedback. Appalling service!!!! 👎

Sent from my iPhone

[RicardoFitbit]

Hello again @Brixbabe, thanks for your update. Sorry for the delay in responding.

Thank you for sharing your thoughts and personal experience with our Customer Support team and the process that's currently being processed with them, my sincere apologies for the inconvenience you went through, totally understand how frustrating this matter can be for you. As it turns out, I'm unable to check the process that's being done with our Support team, therefore, I recommend you to contact them back for more information and details about this situation and the refund process that was offered.

I'll be around if you need anything else.

[SunsetRunner]

I will never order directly from fitbit again. I could have spent less elsewhere but thought I would receive my order in 5-7 days as listed....it's been two weeks!! Very disappointed with this company. 

[Beauty19741]

I ordered a band for my ionic on April 30 it is now May 9th and I revived a message stating fed wx turned my package over to the local us postal service and my package was delivered at 5:50pm problem is I never received my package and my mail man runs between 10-12 daily never after 1pm my question is why would fed ex if they are a delivery company give my package to the postal Service on a Saturday knowing the mail isn’t delivered on Sunday. Very upset I called and they are investigating and after the investigation I Wild need sent another band which can take another 2 weeks