Fitbit Luxe band has a noticeable gap- Refund issues

[Jane1234]

Hi, all

I have the mesh band and can see that where it connects to the luxe there is a significant gap between the strap and the luxe on both connections where the parts of the strap wobble about. 

Gap is at least a clear mm each side, at times more as it wobbles about.

The silicone band clips in snugly with no gap and movement.

Is the mesh band supposed to have a gap or is mine faulty?

Thanks for your help!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Jane1234. Thanks for stopping by and sharing the details about the inconvenience with your Fitbit Luxe. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

We hope your issue is solved soon. 

[Jane1234]

Hi

Thanks for this- would be very appreciative of an answer to whether there should be a gap though. 

Can anyone who has this band tell me if their strap sits flush to the luxe or if it moves around?

Thanks for any help 🙂

Update:

Hi

The link takes me to a black support page. 

What is the number to call?

Thanks.

[MarreFitbit]

@Jane1234 There shouldn't be such a noticeable gap. However, our team will evaluate your case and tell you whether that's normal. 

If the link isn't working, please try this one https://myhelp.fitbit.com/s/support?language=en_US

Depending on where you are and when you try to reach our team, you will see different channels available. If you can't find an available phone number or chat, try later in the day to access the support page.

See you around. 

[Jane1234]

Hi, Marla

I hope that you can help me!

I have just had the most frustrating online 'chat' with someone called Elizabeth.

She told me that I had to pay to return the faulty strap and we then went round in circles whilst she pointedly ignored all of my questions.

I asked for contact details to make a complaint- she said there was no other contact details and that the support team on the link given dealt with all complaints. So I asked for her to accept an official complaint from me and what the time frame was for me to receive a response. She ignored this. Repeatedly.

To be honest, I am not convinced that it was a person, rather possibly a bot, as the responses were odd and not tied into what I was asking.

If it was a person then they were patronising and rude so I rather hope it wasn't!

I was told I could save a copy of the chat when I closed it.

She also said that I could leave feedback about my chat with her when the chat closed.

Possibly unsurprisingly the chat was then terminated and disappeared with no option to save it nor for me to leave feedback!

I am genuinely shocked at the tone of the 'customer support' representative as well as the fact that I have been told that Fitbit apparently flouts consumer law and requires that customers pay for return postage on faulty goods.

I am it seems currently stuck with a, very expensive, faulty band.

Can you help with where I go from here? And can you please supply me with details of where I can make an official complaint to as the person I just communicated with clearly is going to be doing nothing.

Thank you for your help! 🙂

[Jane1234]

Having tried the forum, live chat and emailing customer support and still finding myself stuck with a faulty strap and no complaints team contact I turned to the wider internet.

In case it is of help to anyone else attempting to get an issue resolved and then needing to complain, I found this and am putting in my complaint here:

https://www.resolver.co.uk/companies/fitbit-complaints/contact-details

[Jane1234]

Hi, all

I wonder if anyone can help as I am at my wit's end 😞

I have a faulty luxe mesh strap- it doesn't attach to the luxe properly.

I have been trying to arrange to return it- sadly I bought it directly via the Fitbit website rather than another retailer (lesson learned, never again!) and just can't seem to get anywhere at all with sending it back.

Has anyone managed a return and can point me in a more successful direction please?

I asked on here and was given links by a moderator- I tried live chat and emailing. I was emailed saying a form was being sent to me to use for the return. It has not arrived.

I tried again. No success.

I have this afternoon tried to make contact via Twitter. I have directly asked for what I need to return my item; what the returns policy is; how I go about getting my product sent back...

Response was: 'While our Support Team may require more time than usual to work on the case, someone from the team will reach out shall updates become available. Please keep an eye on your inbox folder.'

Argh!

I don't want to keep an eye on my inbox folder- I just want to send something back!

I have been at this all week!

What on earth does one have to do in order to send something back to this company?

Please, anyone, can you help?

Thank you!

[Jane1234]

*Reposting as original post was moved. Please don't move my post and tag it onto my previous one. This one is asking about how to get a refund and not about the product itself. I have removed all mention of the specific product now if that helps. I need refund help and don't want it moved so the subject line disappears. Happy for you to answer the question and help though!*

Hi, all

I wonder if anyone can help as I am at my wit's end 

I have a faulty product.

I have been trying to arrange to return it- sadly I bought it directly via the Fitbit website rather than another retailer (lesson learned, never again!) and just can't seem to get anywhere at all with sending it back.

Has anyone managed a return and can point me in a more successful direction please?

I asked on here and was given links by a moderator- I tried live chat and emailing. I was emailed saying a form was being sent to me to use for the return. It has not arrived.

I tried again. No success.

I have this afternoon tried to make contact via Twitter. I have directly asked for what I need to return my item; what the returns policy is; how I go about getting my product sent back...

Response was: 'While our Support Team may require more time than usual to work on the case, someone from the team will reach out shall updates become available. Please keep an eye on your inbox folder.'

Argh!

I don't want to keep an eye on my inbox folder- I just want to send something back!

I have been at this all week!

What on earth does one have to do in order to send something back to this company?

Please, anyone, can you help?

Thank you!

[Odyssey13]

Hi @Jane1234  the more you email, it puts you lower on the queue, as it seems to be a new issue and not a current one. They will email you. If they said they would send a form, they will. To return anything, you need the RMA (return merchandise authorization) so your return can be properly processed.  You've gotten with support and one of the Fitbit moderators is helping you in this thread. There is no other direction in which you can go, as you're already headed the right way.

[Jane1234]

Hi

Thanks for responding.

I was indeed told I would be emailed an RMA- was told it would be 24 hours at the most.

I had an email telling me that I would be sent an RMA by email (why they send an email to say they are going to send an email I have no idea haha!).

That was 3 days ago.

Honestly, I have never dealt with such a system. 

Makes me wonder how many people just give up and not send the product back.

Shocking way to work, really shouldn't be a process of hoops to go through to return something.

[Odyssey13]

I can't say why they sent an email to let you know to expect an email, but at least they are in contact. I would think the one email was telling you to look out for the next one and not ignore it. You know sometimes Amazon sends me multiple emails about an order and I don't always open to read them. Could be Fitbit wants to be sure you get the form. I'm sure you'll get that email soon. 

[Odyssey13]

@Jane1234  I've merged this new post into the existing thread. It's easier to have everything relating to this return in one spot. Makes it easier for the Fitbit moderator and for you. It also is a way to keep the forums more organized, so I'm sure you'll understand why it was put here.

[Jane1234]

Yes, I think I understand fully why it was moved. 

I have added the word 'refund' to the topic thread as this is what I am trying to discuss.

Will make it easier for people to see what the conversation is about.

I am sure you understand why I have done so.

Hopefully someone with experience of the issue will help 🙂

[Jane1234]

Day Six in the Fitbit House.

Still no RMA or ability to return my faulty product.

£80 lost.

[Pedal]

I have the same complaint will be calling them again as i had 2 of the gijorana bands so thought i would try the mesh and it is exactly the same there is nothing to really hold it in at the top 

[phoebi_]

same issue for me. i contacted support via chat 2 days ago and was told they would be in touch via email. still heard nothing. 

my band also slips out and has a gap almost straight after i put it on or move my arm. 

interesting to see how they they solve this WIDESPREAD issue and how it was missed in the first quality check? 

[Jane1234]

Yes, seems to be a systemic issue with the metal bands given the comments on here. Such a shame as it was the only reason I bought the luxe.

Luckily I purchased my luxe via Amazon- went online, started a return, took package to shop to return and the refund was in my account before I even made it back home. Whole refund process around 40 minutes flat.

The strap purchased via Fitbit website... whole different story as you can see above.

Unbelievably I was advised (above) that the more often I make contact the further down the queue to be dealt with I find myself. 

I had an email telling me the returns authorisation form was being emailed (it wasn't) and was told (above) that 'at least they are in contact'.

Absolutely flabbergasted that this is the response all round. I cannot fathom why anyone has to go through such a process to try to return a product purchased online. Regardless of the fact that this product is faulty, ALL consumers in the UK have a RIGHT to return goods purchased online.

[sbham]

I have the gorjana band and can confirm it has the same issue. I’ve seen this on the forums a couple of times and it seems to be an issue with all bands except the standard silicone ones. Please update if you get any resolution from customer service!

[Pedal]

So frustrating i sent back whole unit once and then just the gorjanna band waiting for refund on it. Then I ordered the stainless steel mesh it’s also does the same thing called them and they tell me they dont see where i ordered it so had to send all the proof i had so now i wait. This is the third band and second unit but the silicone one stays put no problem

Sent from my iPad

[Pedal]

Lucky you I ordered directly from fitbit so have to fight with them i am seriously thinking i just want to send it all back