Fitbit Luxe bands keeps falling off

[Linguere]

Greetings. I was so excited to get the stainless steel band for my new Luxe but because one of the cheap connectors is loose, it keeps falling off. The silicone stays on, but it’s the device not the band. Has anyone else had this issue? 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Linguere. Welcome to the Community Forums. I'm sorry to hear that your band keeps falling off. 

I've seen you reached out to our Support Team after posting here and they've already helped you. If you have any further questions, please feel free to update your support case so our team can continue assisting you. 

Have a nice day.

[Linguere]

Thank you. I hope they will eventually help me. --

[chriztough]

Bought for wife she was very happy but it keeps falling off just the way you reported.  Bummed!  Will return

[MarreFitbit]

Hi there, @chriztough. Welcome to the Community Forums. We‘re taking into consideration your comments and sentiments with regards to our products.

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. 

[Linguere]

Me too. I still haven't heard back from support. I'm so disappointed in the company. 

[Ceeci]

I bought the mesh metal strap and it’s not fit for purpose. In 5 days I lost my Fitbit several times. In one occasion the magnet stick to my clothes airer and took me ages to realise! A metal magnet is all that holds it in place and it’s not strong enough. I then lost it in a car park getting out of my car without noticing, and a car drove over it bending it out of shape. I called and complained and I have been promised a refund. Fitbit, you need to get a secure lock for this strap as it is truly is terrible and at that price I’d expect better.

[Linguere]

The strap won't stay connected with the Fitbit. One of the pieces on the Fitbit itself is loose. I still don't have an answer after contacting support over a week ago. FAIL. 

[Linguere]

Support doesn't read well. They were like send back the band. I replied, but still no answer. I think I'm just going to return the Fitbit and the band because of poor company support. 

[Linguere]

Unfortunately they haven’t. I am shocked at the level of disregard of customers. Fitbit didn’t used to be this bad. I still have no response and no replacement after all of this time. 

[MoMiller]

Me too! The gorjana band keeps coming loose and falling off.  Very disappointing after waiting so long for this product.

[Linguere]

Oh no and that’s one is so expensive!

[jbpinkie]

Yes!!!! I am so happy to see that you posted your experience. I have been fighting back and forth with customer support since the day I opened my Luxe!! One side won't stay snapped. The silicone band fits and stays snapped. My mom got the silver luxe, so I tried the metal band on hers, and it does the same thing. So customer support is saying I have to return the entire fitbit to get a new band???? Isn't that crazy??? Why would we give up a working device to replace a band? I understand sending my band back, but not a working unit. I emailed customer support back a week later still no reply. So sad, as the lack of support makes me want to leave fitbit, and I have been loyal since the start.

[jbpinkie]

I wish they would give me that answer, they told me I had to send back the entire kit (tracker, two bands, and charger) which makes no sense. I am fine to send the band back, I just want one that works. I am so disappointed with the lack of customer service. 

[Linguere]

For me it’s the connector on one side that is loose. They asked me to send back the band. I replied. I sent a picture with the number. It’s been weeks and I still have no resolution. Me too I am no longer a Fitbit fan. The customer device alone is reason to quit.the only benefit to the Luxe for me is that I can actually see it outside. But if I can’t even get a band to stay on, it’s a problem. I should have had a replacement sent to me weeks ago. 

[Suz_S]

I had mine fall off I put it back together then it fell off again without my noticing.  Curious if others have lost theirs due to the faulty band.  I had it less then a month. So yeah, the band is a an issue they need to address.