Luxe sizing tool has incorrect measures

[gardengal4]

I bought a new black silicone classic band in large.  I did the size test and I was on the cusp of S/L and guide said to size up so I did.     Well it's way too big and I hate it.  The excess strap is very noticeable and sticks out and will not lay flat no matter where I put the holding piece.

Also disappointed that the clasp is not offered in soft gold.  Quality watches always have the clasp match the face metal.  

I will return for the small if that is the default on a new purchase.  The band that comes with the Luxe fits fine. 

Sure wish they came in more colors.  Really boring choices.   Pink? really?  That's the best you could do for not black or white?  The "orchid" looks pink too on monitor.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @gardengal4  the Luxe comes with one small and one large band. When you buy a replacement band, you get a choice of small or large. I had the Luxe and the color of the band is actually brighter than what the image is on the store's website. I think a lot of it has to do with how we have the color settings on our devices - I use a computer.

[gardengal4]

Thanks for that update.  In that case, the sizing guide is even more WRONG than I thought.  The one I am wearing that came with the Luxe (apparently the small)  is not even close to being "on the cusp" like the size guide would have me believe.  I buckle it on the sixth hole out of 12.

[gardengal4]

and yes, I did print the size guide at 100%

[LizzyFitbit]

Hi there, @gardengal4. @Odyssey13 Thanks for your insights.

@gardengal4 Thanks for bringing this to our attention. I understand your frustration as the sizing tool should reflect the actual size of the band in order for you to choose the right size. I'm sorry for this inconvenience. I've reported this issue to our team and they're taking a deeper look into it. We'll make the necessary corrections to ensure that the sizing tool is accurate.

In regards to your band, I went ahead to check your details and it seems you already have a case created with our Support team. Rest assured your case is in good hands as our team will do their best to continue helping you with this matter, so please keep an open communication with them.

[gardengal4]

Thanks for checking in.  Unfortunately support was not helpful to solve the problem.  THey were not able to swap the band.  So I am returning it for a full refund.  Re-purchasing was not the greatest option because the price has changed and I was just frustrated with the whole slow experience.  Trying to find a phone non-existent phone number started the frustration cycle.    Supposedly I could have requested a refund for the difference but that may not have gone so smoothly and sounds like a time sync.   And support first sent me a RMA that indicated I had to pay for return shipping.  We got that straightened out but again added to frustration factor and not in the mood to give fitbit any more of my money.