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

[VictoriaLondon]

I tried the chat too, and without success - we are all disappointed customers, not what you want before a launch - I wonder if social media would be better to put over all our views .......

[VictoriaLondon]

Yes, what was the advantage of pre-order - just a whole lot of disappointed customers,  do you think Social Media might get better replies?

[DeepSeaCats]

Maybe. But, I'd wait until after tomorrow. Someone said they were told by a rep that they'd ship by the 15th. I'm going to wait for a shipping update tomorrow, and if I don't get one I'll be posting to Twitter.

[Aceface11]

Personally I think they shouldn’t deduct $ till it’s shipped.

Sent from my iPhone

[SometimesLucy]

I canceled my order and they refunded my credit card immediately. I ordered a Inspire 2 to replace my previous one that I gave away in anticipation of the Luxe. I just couldn’t wait indefinitely 😕

[DeepSeaCats]

No shipping updates today, so I went ahead and tagged them on Twitter. We'll see if that gets any responses.

Interestingly, when I was pulling up their Twitter page I saw someone mention that the interior light of the Versa 3 severely burned their skin--and now I'm wondering if there is some sort of safety issue with newer devices they've recently become aware of that they're trying to address. It would at least explain the secrecy behind what's taking so long.

[Aceface11]

They should still keep people informed that have ordered and paid for . So I’m out 161.. something dollars with no Luxe watch . They need to step up and make something right

Sent from my iPhone

[h3chick50]

Thank you for the update. Your reasoning makes a lot of sense to me.

[DeepSeaCats]

Ok. They wrote me back... and refused to say anything. I was told "We’re finalizing the Luxe product experience and look forward to bringing our latest tracker to our valued customers as soon as we can.", which is almost verbatim what the chat rep told me about a week ago. I did however find out that Tech Radar is saying July 1st as the release date, and Consumer Reports has a reviewer that just released an article about a Luxe she was sent to test out... so at least they're to the point of sending them out for reviews.

I'm so frustrated with their customer service at this point. It's so bad.

[imameatpopsicle]

Guys… I just got notified with my bank that they have taken payment just now! 

Does that mean it has been shipped?!

Normally companies only take payment when the item has been shipped. Sooo fingers crossed it has been shipped today 🤞🏻 (I live in UK) 

[DeepSeaCats]

It would be really weird if they're shipping today and customer service is still refusing to say when they'll ship. In the US, they took payments upfront. I don't know how long ago you pre-ordered, but if it was recently it could just be the charge finally clearing. I know another person was told they were supposed to ship out today, so it's possible?

[imameatpopsicle]

I ordered 12th May, so about a month ago. If I get any updates from them I’ll post in here 🤗

[VictoriaLondon]

Great news - let us know!

[VictoriaLondon]

what was the result of the reviewer - anything newsworthy, or she just liked it? or not!

[Aceface11]

I ordered mine end of April

Sent from my iPhone

[DeepSeaCats]

She said she normally prefers smart watches, and didn't like how small the screen was. The whole review was comparing it against smart watches, so it wasn't a great review as it should be compared against trackers. It basically boiled down to her saying "it seems like a great tracker, but here's why smart watches are better...". She published it yesterday, and said she'd had it for 5 days at that point. Nothing really negative, not particularly informative.

[TraciSandler]

The website says "If you pre-order a Fitbit device, we charge your credit card when we ship your device" so there should only be a hold on your card in "pending transactions" and it shouldn't move to "completed transactions" until it ships. 

[Aceface11]

They took my pmt out as soon as I ordered it , I am about to ask for a refund . I ordered mine on 4/26

Sent from my iPhone

[h3chick50]

Typically, they say they will not take payment until item ships. Fingers
crossed!!

[Aceface11]

Mine was posted to my account on same day

Sent from my iPhone