Gorjana Luxe Bracelet doesn't attach flush to Fitbit

[TwoPerCent]

Bought a gorjana Luxe for my wife and it looks gorgeous but the bracelet doesn't connect flush with the Fitbit device. It leaves a sharpish edge that could catch on things. Is this normal? Would be a perfect device if not for this little quirk.

[Leslieinlakelan]

After a few calls, I sent my band back for a "new"one. Initially I was told to return it and was told I had to pay for shipping. But I explained that this is a defective product and that they needed to send me a prepaid label. After a time on hold, I was sent a prepaid label. So BE SURE TO ASK for them to email you one.  Hopefully, the new one will stay on (but if they just send me another one they have in stock, made by the same mold, it won't.) If not, I'm going to ask for an exchange for a new device or a refund equal to the cost of the gold band. Very disappointing. (I've owned 3Fitbit devices, but this will be the last if they don't make it right.)

[AnabelMR]

I have the same problem. And now I've seen other people have it too I'm very disappointed with customer services.

I have been sent a new tracker and a new band and the problem persists because it's a design issue.

It doesn't look good which makes it very "un-luxe" and if I'd known that's how it would look I definitely wouldn't have paid 250€ (luxury price tag for a faulty product). But what's even most concerning is that it eventually falls off, which is completely unacceptable. The reason I bought this tracker was to use it with the Gorjana as it allows the skin to breathe (I had problems with the silicone bands in previous fitbits).

I've contacted customer service again and they say that can offer an new one or a refund on return, neither of which sorts out my problem. A new one would have the same problem, a refund on return would leave me without the item. Plus I was shocked to know that when bits are returned they go straight to the bin 😲 after having acknowledged receipt, what a waste of resources! The time and effort that the customer uses plus, the financial impact for fitbit plus and even more concerning the impact on the environment!! 

Fitbit please will you look at this design issue and give your Luxe +Gorjana (and looks like metal mesh as well) customers a satisfactory solution? I'm even shocked this product was released and marketed as luxury item having this very obvious defect! Don't you go through design feedback and quality controls before starting the sale of a product?? 

[Abals]

My first one seemed to sit flush, but within a few days of owning it, the bracelet connection obviously loosens and it started to fall off on it's own. So I eventually (after 3 weeks of negotiation) had it replaced with a new one. It arrived yesterday, and already today the new one has already fallen off once!

[Abals]

I got my first one replaced, and the new one has already fallen of once today, and I only got it yesterday!

[Leslieinlakelan]

Feeling the same. They are going to send me yet another band. (3rd one)  I'm not hopeful. We shall see. 

I will be requesting a full refund, device and all if it too falls off.

[tlwm59]

I agree, I loved the tracker but Fitbit's response was poor and the
bracelet shoddy and lost them a longtime customer

[LCKJJ]

I contacted Fitbit yesterday about my Gorgana gold bracelet band falling off.  Since I'm out of the 45 day warranty period for bands, they blew me off.  They have to know there is a design flaw with all of the complaints they are seeing.  Fitbit is still replying to some people that it's because the band is  too loose or too tight. No!!!  

I can't believe they are still selling this optional bracelet without fixing the flaw.  They have used a cheap plastic lock on the Luxe to connect the bands. I know some people have had problems with the silicone ones too.  I have not had an issue yet with the silicone band but I'm not happy that I paid extra money for the Gorgana bracelet and they won't even offer a refund for the extra cost.

[LiesbethHB]

Same here! 

[imahoofer]

Mine fell off several times, and it finally fell off before a small concert this past Friday.  The peony band never fell off, just the chain link.  Clearly, it wasn't designed properly!!!

[imahoofer · Accepted solution]

I agree!  Mine fell off and was never found again.  The Gorjana link is a flawed product, and Fitbit will take no responsibility for this!  That 35% discount they offered is no discount at all.  COSTCO, Target, and others offer the Luxe at lower prices!!!  I guess Fitbit really doesnycare about their customers…it’s just lip service.

[Nassra]

My Fitbit Luxe stopped syncing to my phone within a week of receiving it. I decided to wait and see if they would fix the Gorjana band issue. I see that they STILL have not found a solution there. I got a new phone, and it won’t sync to that one either. Customer service kind of treated me like I was an idiot and just didn’t know what I was doing. I explained to them it wasn’t my first call to them, that I had been disconnected by them the first time. I had tried EVERYTHING, more than once, and have had a Fitbit since the Alta came out.

Also, the Sleep Stages, for me, are so inaccurate it’s laughable. The sleep tracking on the Alta was very accurate. With the “New, improved” sleep tracking, it showed I was getting almost eight hours of quality sleep like that of a normal person. REM hours into that block of sleep,that lasted about an hour and fifteen minutes or so. Yeah, no. I haven’t slept like a “normal” person in over 30 years! I immediately go into REM and stay there. My average sleep, due to my average arousal rate per hour is 4.5 hours a night. My Alta had shown that for years, and it lined up great with my sleep testing results over the years. 

The fact that you can’t choose how to track your sleep is frustrating. Especially since it’s clearly giving false results to people. Maybe not all people, but to people like me it sure is. My heart rate and what not isn’t going to change a whole lot, when it’s my norm to be in REM all of the time. Very frustrating across the board since I need to keep track of my sleep. Total waste of $200!! I loved the look of it, the bracelet, the slim design, everything! Until it arrived. It all went downhill from there.

I’m not sure if anyone else has noticed, but there are no longer customer reviews on their store page where you buy their products. I find this VERY interesting. I pre-ordered my device in February 2021, like many of you, and received it mid June…it has been sitting in the original box in a little basket on the corner of my counter since about a week after I received it. Except of course the times I pulled it out to see if I could get it to sync when I got a new device and with updates.

[imahoofer]

Very, very frustrating. I NEVER look at the sleep info because it is totally wrong. And, yes, very poor customer service. I don’t get it!

Sent from my mini-iPad.

[msbanks03]

I had the same issue, my new one stopped staying clasped after about two weeks, I told them I wanted a refund, but they told me no due to the fact that it was over 45 days.  I told them that the product is defective.   Someone higher up is supposed to contact me.  It’s very disappointing. 

[imahoofer]

Unbelievable…very disappointing!

Sent from my mini-iPad.

[imahoofer]

Same here, but nobody has ever contacted me.  This isn't the first time I have had problems with their Customer Service Department.  It is very, very frustrating that they are still selling a flawed product, and they will not fix it or acknowledge that it still is a problem.  They made me send everything back, and now I realized they never sent the Fitbit back, only everything else, including TWO peony bands.  I want my Fitbit back.  In the meantime, I bought a black Luxe at COSTCO for less money than they sell them for through Fitbit, but the Gorjana band does not complement the gold band!!!

[Otter2]

The plastic release clips on the luxe have a

Projecting rib which when in contact with the wrist or wrist bone activate to release of the band.bad design..filing them off might help

[Sunixon]

Mines the same, bought both mesh and gorjana same issue. Fitbit customer service completely refused refund even photos sent and loads of the same issue reported on here and other platforms. Never buy Fitbit again!