My experience with Luxe and Customer Service

[pat97]

Do not purchase this device. Mine failed after less than a month (display broke on its own overnight while charging, apparently a very common issue with the Luxe) and FitBit will not honor the refund policy. They had me return it saying they would refund it, but now a month later they are saying that they cannot refund and can only replace it with a "refurbished" device. The support team lies the entire time and strings you along the entire time. They did not update me voluntarily one time, I had to email and call them every few days to be kept up to date at all after they had gotten it back from me for more than a week. Hard to not see this as anything other than an outright scam on their refund policy. I will never purchase a fitbit product again and I do not recommend this scam of a company to anyone. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @pat97. Thanks for stopping by in the Fitbit Community Forums. It's sad to hear about the inconveniences you've been having with your Luxe and our Support Team, I understand where your concern is coming from. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Please note that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy  is set into providing as much coverage as we can. For more information about our warranty, see fitbit.com/legal/returns-and-warranty 

Even though I truly appreciate that you've taken the time to come here and share your experience, please 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 Support Team handles based on our policies. Nevertheless, please feel free to reach out to them again if you need further assistance or clarification regarding the outcome of your case. 

Thanks in advance!

[meumar · Accepted solution]

Mine also failed and I only got it in May.......... very disappointed, and I'm also worried that the replacement device will fail. Also - I have the Gordana band and it doesn't hold the watch securely - my watch has fallen off the band many times.

I really am doubtful now that these devices are built to last - I've never heard of people having problems like this with apple watches, and my iphones have lasted (to the point I give them to others as hand-me-downs).