Luxe´s Gorjana band is coming loose

[phoebi_]

hi everyone,

i have been wearing the new luxe for a few days now and have already noticed that the gorjana stainless steel band seems to come loose from the fitbit device while wearing it so there is a noticible gap on either end. i only wear the bracelet band to work and not while doing a workout, my silicone band doesnt seem to have this issue. while it doesn’t seem like it will fall off completely, it’s obviously a fault. i reached out via chat and was given a case number and told it would be escalated to fitbit. not heard anything since yesterdays chat session though.  

i saw many others have had the same issue. my question is, when you received your replacement fitbit (customer service seemed to believe the problem is device related not band related) did the problem resolve?

really love the luxe so hoping they have a solution. also wondering how this got passed through quality checks because it seems to be a widespread problem and mine started doing it within an hour of wearing the band. 

Moderator edit: updated subject for clarity. 

[Pedal]

I agree

Sent from my iPad

[Lisatommo]

Too late for me now. I’ve lost my luxe and Gorjana bracelet! No problems with my pink band at all. They were supposed to email me but I’ve received nothing. Gutted, as they’re not cheap. My 4th and last Fitbit.

When I said it seems like a common fault, they said I was correct and didn’t even try to deny it. Just gutted I continued to wear it occasionally. Now I have nothing. 

[Lisatommo]

Fuming! They’ve offered me 35% discount. To buy what? Another faulty band (which funnily enough lost my Fitbit luxe) or a replacement luxe that was lost because of their faulty goods. 

[phoebi_]

so sorry to hear this lisa! i told them i would be taking my matter to fair trade or that i would open a case on paypal and this suddenly made them offer me a full refund. 

[Margeab]

My gorjana bracelet has actually dropped off (fortunately in the home) 4 times in 3 days  ——- not impressed at all, but love the design. 

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I agree with all the above, I tried to find a phone number for Fitbit uk but found that impossible as well——- so how do you go about returning these items?

[Lisatommo]

They said I couldn’t, even though I had only had it just over a month. They provided very poor customer service. Offered me 30% off a new Fitbit only. Sorry I can’t help.

Sent from my iPhone

[AJillianK]

I just messaged and messaged. Not really a phone person and I like
things to be in writing

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Moderator Edit: Personal info removed

[Lisatommo]

Yes I've given up on them. They were stressing me out too much. They are up there with Hotpoint on customer service, and they are appalling. I've put it down to experience. Don't trust them & will never ever buy another fitbit. I think quite a few people feel the same.

Sent from my iPhone

[Margeab]

I agree, but someone somewhere needs to stop them in their tracks.

Sent from my iPhone

[Pedal]

I just called told them i wanted a refund sent back got my money back no problem

Sent from my iPad

[Margeab]

But how do you get hold of the number? I can’t find it anywhere!!!

Sent from my iPhone

[Lisatommo]

Surely they can't fob some people off whilst refunding others? How outrageous!

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[Pedal]

On their website is where i got under where it says contact us

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[yaninak]

Omg! Im glad im not the only one, and actually after reading all reviews online it actually looks like it is a faulty design and 100% of them are defective. Im so disappointed, im on my third replacement and will be returning it in the end, cz i cant justify 200$ for this crap especially since the brand is aware of the whole situation and just pretends like nothing happens. UGH

[AJillianK]

100% also even the ad photos show how it's not fully clasped.

[Roxxi143]

I agree!

[Roxxi143]

Thank you. I purchased two within the last two weeks. I fell off at a concert and I never found it. Then I purchased another one and it did the same thing in my home. I am going to return it and stick with my hair reliable zip.

[BelleOfTexas]

Right! God help you if you loose the thing because it comes off when you’re just doing you. Fitbit won’t send you another one, and its their fault the bands comes loose in the first place.

[Roxxi143]

The Gorjana band is defective and Fitbit should stop selling them to their customers.

Roxxi

[gjmc37]

Hi have the same problem with gorjana silver strap keeps coming off I'VE FOUND A SOLUTION  !!!

Simple fix is to put a small amount of superglue on the end of the strap then push it home into the fitbit hold till set and your done problem solved strap no longer comes off.

Not the right solution, that would be for fitbit to resolve their issue but at least now my wife won't lose