Pre-order inquiry about Fitbit Luxe

[imameatpopsicle]

Hi all, 

I've received an email from Fitbit regarding shipping...(hopefully you have an email too! But if not, read on... ) 

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Thank you for being one of the first to order our newest fitness and wellness tracker, Fitbit Luxe. We hope you’re as excited about it as we are!

We wanted to let you know we’re still putting a few finishing touches on the product experience, and we estimate you’ll receive your Luxe within the next few weeks.

We’re working hard to get you your tracker as soon as possible—and we promise it’ll be worth the wait!

The Fitbit team

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Maybe ironing out bugs...? They also offered me 50% off a Luxe accessory. I wish they were shipping sooner but hey ho, if they're making things better for us I'd rather wait and be happy with the product 🙂 x

Moderator Edit: Clarified subject

[Slushy]

[deleted reply meant for another thread]

[DeepSeaCats]

It's poor customer service to not keep us updated, and shows a lack of regard for us as their customer base. I'd be fine with waiting for things to be fixed, if I was being kept in the loop about why the delays were occurring and what they expect the timeline to be. The fact that no one at Fitbit can say when in June the Luxe will be released indicates that it won't ship in June after all, because if they were going to be ready to ship in 3 weeks they'd be able to give us a date by now. Every single person waiting has given Fitbit over $150--it's a lot of money for them to not have the basic courtesy to let us know what's happening or when we can expect the items to ship. There are a lot of people who ordered these to replace broken devices, or as gifts, who would have gone with different items if Fitbit were being more clear about what's going on with the Luxe and how long the delays could actually last.

[imameatpopsicle]

Hey Traci, it's a unique code, unfortunately.

In fact... wouldn't be nice if Fitbit could offer ALL OF US who pre-ordered the Luxe a nice shiny FREE 1-year premium membership instead of 6 months... as a goodwill gesture... you know, for making us wait longer with no clarification as to when we're actually going to be receiving it?! 

This is my first ever purchase of a Fitbit and to be honest, I am a bit disappointed.

I was so excited... I bought it to keep me motivated with getting fit and helping me to complete the Beachbody Insanity program (I'm already 6 weeks in now!) so it's a bit of an anti-climax for me. x

[VictoriaLondon]

Well said, I am disappointed at the lack of any direct information from Fitbit,  is it going to be a month or three months?  anyone know?

anyone actually had an email or contact from Fitbit?

[Kasuhu]

I am very disappointed in Fitbit.  I have been a long time user of their devices and my most recent device (the Blaze) is starting to give out on me hence why I ordered the Luxe as it said it would be shipped in late May.  I was hoping that my Blaze would last until I received the Luxe.  Yet here we are almost the middle of June without any idea on when we'll receive it.  Today, I took my Blaze off the charger and went for a walk and by the time I got back I had to put it back on the charger (this was within two hours of me taking it off).  I never received an email from Fitbit even telling me the Luxe was delayed so I did not receive an offer on the accessory discount which I had already purchased an accessory with my original order.  Not sure that I need another.  I had to reach out to Fitbit support in the last week asking what was going on with my order.  All they told me is that I would receive an email.  I have received nothing.  Very frustrating on their lack of communication. I was going back and forth on whether to get another Fitbit or invest in an Apple Watch, I went for the Fitbit because of my history with them and they've always had great support until now.  Had I purchased an Apple Watch I would've had it weeks ago. @Customerservice 

[VictoriaLondon]

Does anyone from Fitbit actually read any of these messages as we are all customers, and unhappy ones currently!  are we just talking to ourselves or do we get any response from Fitbit?  should we be putting them on social media?

thanks

Victoria

[Kasuhu]

I opted to leverage social media

[TraciSandler]

A comment 12h ago on another thread said they called and were told they'll start shipping 06/15

[Slushy]

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@TraciSandler wrote:

A comment 12h ago on another thread said they called and were told they'll start shipping 06/15

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I'd be happy with that! Thanks for sharing Traci.

[LeslieFrank]

I truly do not need all the fancy things an Apple Watch will do, however I would like to receive what I have paid for or at least some information or update on when we will be receiving our watches.  
Next watch, Apple or Fitbit I will have to wait and see but I am leaning the other way after 4 Fitbits. 

[SometimesLucy]

I hope that’s true! If so, wouldn’t it be nice if they’d just let us know? I could be a lot more patient if I had a clue what the holdup is.

[dezzek]

I ordered mine on april 29th and all they had to say is your order should be shipped this month. It's JUNE!

[TraciSandler]

Did they start your premium trial on April 29th? Because I ordered mine last week and they immediately started my premium trial even though I don't own a fitbit device. 

[Aceface11]

I hope not as I did the same when I ordered

[Aceface11]

Exactly as they took the money out right away 

[DeepSeaCats]

Yes. If you had an existing premium account your trial started at the moment of purchase. If you didn't have an existing account you'll get the option to start a trial when you make the account and set-up your device.

[Aceface11]

I feel they should let me start it all over for free . I would’ve waited to buy this when it came out and not pre ordered .

Sent from my iPhone

[DeepSeaCats]

I'm sure they will if you contact them. I'd recommend calling over chat/email. There's another thread about this, and one of the users said that when they tried to email fitbit the support tech didn't understand the issue, and I've had similar issues with the online support techs struggling to help with issues that fell outside the prompts they're given.

[h3chick50]

I'll believe it when I see it.  I just got off a chat and they don't have a clue when they will be shipping!  Lack of communication within the organization and to their customer base.  I'm about ready to cancel  the order!!

[VictoriaLondon]

I agree - I tried the chat too, why did they give us all the impression this was a pre-order for something to be shipped in June, what is the point of the pre-order - what benefits do we as customers get?