Return process feedback

[Mommy2Rosie]

I sent in my Ionic (and it's charging cable) for replacement on 6/26/18. I finally got an email saying it was recieved, but needed to be confirmed, on 7/9/18. After waiting over a week for said confirmation, i recieved an email asking for the color replacement tracker i would like. I replied with that information as well as a reminded to send a charging cable as well (since i was asked to return mine) and to ask for a tracking number of my replacements. Now, yet another week later, im being told that my return was never confirmed by the warehouse?! This is completely unacceptable. I did what was asked of me and have been more than patient and understanding. Right now, i completely regret not going with a much less expensive and apparently more reliable competitor brand. Anyone else experience this? When did you finally get your replacement??

Moderator edit: updated subject for clarity

[Icarus3000]

I recently had similar and they replaced mine within a week. 

I was impressed!

I live in Europe, not sure where you are but maybe it's a regional thing?+

Mind you I can't get the new one to sync hehehehe

[Mommy2Rosie]

I mailed in my Ionic (which wasnt syncing.. And then wouldnt charge) nearly a month ago. In 3 days, it will be a month... 

Im in Oklahoma (United States)

[MarreFitbit]

Welcome to the Fitbit Community @Mommy2Rosie! Thank you for the thorough feedback for the Fitbit environment, customer service and devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

In regards to your inquiry, once our team has confirmed that your return has been received, they will process your replacement order.  If you're located in the US, the replacement will sent to you within 5 business days after we get your package at the warehouse. You'll receive an order confirmation as soon as they place the new order. However, my best recommendation in this case is to reply to the support case you have open, so our team can give you more details about the status of your return and exchange. 

Hey there @Icarus3000, I'm glad to hear that your new Ionic is with you already.  Hope you enjoying!

If there's any questions present, let me know. 

[Mommy2Rosie]

My package was delivered over 2 weeks ago, just apparently never confirmed. Im being punished for errors on Fitbits end- first by needing a replacement to begin with and now this...

[MarreFitbit]

Thanks for the information provided @Mommy2Rosie. Please get in touch with our support team directly. They'll be more than glad to review why your return and replacement has been delayed. 

After you ship the package, you should've replied to the email with the tracking number. Having the tracking number on hand lets the team issue your new order as soon as your package arrives at the warehouse. 

Thanks for your understanding with this. If there's anything else I may assist you in the meantime, let me know.

[Mommy2Rosie]

I have contacted support and basically been told that they dont have
information, theres no one i can talk to to get information, that the
"special team" and "highest department" are working on it and will contact
me. So... Basically i got no where and all i can do, yet again, is wait...

I also did send the tracking number. Fitbit Support confirmed it was
delivered, but warehouse (for whatever reason... Im assuming they lost my
package) has not confirmed it.

A month without a pricey tracker that I've never gotten to use....

[Mommy2Rosie]

My replacement Ionic is finally otw.

Hopefully this one actually works.