My experience with Fitbit devices and Customer Service

[As124]

I used to love Fitbit. My girlfriend and I loved our previous watches that lasted several years. So this past December I decided to buy her the luxe watch for our anniversary. Well… since the day of unboxing, it’s been nothing but headaches and frustration. Day one.. Luxe watch is not working. I contacted the online chat tech support, after lots of troubleshooting, the Luxe still wouldn’t work.) So they said they will replace the item. It’s end of December/early January, I get the package slip, and I send it off and wait. I get an email stating that Fitbit received the device and is processing a replacement. (Now February)Then, I get a second email from Google (that Fitbit is now part of google?) stating that they will process the replacement once they receive the item. “Wait, what?” I’m confused, so I contact google support and show them all the documentation and tracking receipt, and they tell me they don’t have any information and direct me to Fitbit. “Okay…” I contact Fitbit customer service that takes you through automated options that will just direct you back to an email to a google circle form… ugh.. so I contact Fitbit again and somehow, I am able to navigate getting a live person. That person tells me that yes, they received the package and the replacement is awaiting pickup, and I should receive the device soon. Well…two weeks later nothing! (Now we are in March) I contact Fitbit again with the claim number, and they said “oh google just received the device, but you have to fill out the form, so you need to contact google”. After more discussion and trying to understand why I have to go between two companies  (calling google then Fitbit that bounces me back and forth) a discussion with a supervisor at Fitbit helps to assist on processing the form with google. Well…four days later I get a package in a flimsy shipping envelope (not a box), and there is a fitbit watch in a clear plastic package (but is not the product I ordered). So again, I call Fitbit and explain that they sent the wrong replacement product, and that I am requesting a refund, because this has been 4 months of delays on their part. They have the audacity to tell me that I’m past the 45 day window to request a refund when it’s been their two companies dragging this process out. I request a supervisor to which I was told they will email me. The customer service representative said the supervisor will respond to me via email in an hour. Still nothing.  Four months of headaches, a defective device and waste of money. They have definitely lost a loyal customer.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @As124. Welcome to the Fitbit Community Forums. I'm sorry to hear about your recent experience with your girlfriend's Luxe and our Support Team. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with the Luxe replacement and also want to find a resolution to your issue, my best advice is to keep the conversation with our Support Team. I've seen they are still helping you with this situation, so please stay tuned to your inbox for updates on your case. 

Note for this kind of inquiries/cases/process, there's no so much we here in the forums can do for you as this is something that our team handles based on our policies. 

Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. They will tell you what's next! 

For more information about our warranty, see fitbit.com/legal/returns-and-warranty