Fitbit sent Luxe face without charger and strap as replacement for Flex 2

[Lsulli]

Has anyone else been sent just the face for a Fitbit Luxe?  My Flex 2 became obsolete at the beginning of January when the newest update came out.  I ordered a Luxe on 1/3 which was backordered and my package arrived today - an envelope with just the face of the Luxe with no strap or charger or box.  Getting this resolved with Fitbit is turning into a nightmare.

[Lsulli]

And on top of that, they are saying I need to send back the face and start over with a new order!  I guess they really don't care about keeping long-time customers!!!!

[Lsulli]

In the email I just received, they are saying it will take 14 business days to process a refund of my order - this is to refund me for the Luxe which I ordered on January 3rd and never received!!!!  And then I have to start all over with a new order!  Absolutely unacceptable!!!  😡

Before we proceed, please ship your product to our warehouse. After we receive your package, we’ll process your refund within 14 business days. Note that business days exclude weekends.

[Khaotic]

I received my FitBit Luxe in the mail today and am facing the same issue. Only the face and not the strap or charger were sent with it.

[Deleila]

I also have the same issue of receiving only the face. I sent an email this morning to Fitbit support, but haven't received a response yet. Since I used a one-time discount code to pay for it, I worry what will happen if they tell me the same and to make a brand new order.