Fitbit replacement not arriving

[Joshg1996]

Hoping someone can help.

I am waiting on two replacement Fitbits (two because the first one wasn’t moving and latest tracking update was “returned from customs” so they ordered another one) and neither have turned up.

Live chat is not helpful all they want to do is order another and I’ve been waiting since 27th July for the first one and 14th august for the next. Both occasionally move but keep end up being “returned from customs” and there’s been no movement since 18th and 22nd august respectively.

Anyone else had the same issue and how did you resolve? 

[EstuardoFitbit]

Hi @Joshg1996, welcome to the Fitbit Community. 

Thank you for stopping by and sharing your experience with us.

My best suggestion for issues involving the shipping procedure or purchase delays is to contact our support team. You should also keep in mind that we are unable to obtain precise tracking information for your order. As previously said, maintaining contact with them will ensure that you receive your device.

[Joshg1996]

Hi Estuardo,

As mentioned in the initial post I have contacted support several times and their only solution is to place an order for a new one, which given both haven’t turned up isn’t particularly helpful.

Can I contact someone else to specifically find out where and why my orders haven’t turned up? 

Thanks,

Josh 

[EstuardoFitbit]

@Joshg1996 Hello and thank you for responding.

Unfortunately, there is no alternative method to find a solution because orders and delivery are handled by our support staff. I wish I had another option, but that is all I have. When a case is sent to another department, it can take longer than normal, but you will definitely receive your order.

I hope you understand that the best course of action is to keep speaking with them.