Charge 4 order hasn't arrived yet

[FitbitUser117]

Still waiting.....

I placed my order for the Charge 4 on the 6th of January. The website said two day delivery. After I paid, I received and invoice that said it was on back order. Its the 14th and I still don't have it. I have spoken with the customer care team numerous times and you get we have been vey busy and its been sent it will be 5 - 4 days. 

We are on day 8 and counting and the tracking says its in Netherlands Utrecht.

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi everyone. It's good to see participating in the Community Forums. @Rich_Laue and @Odyssey13, thanks for stopping by to help our members.

We want our Fitbit Community to be a place where users can come to share their feedback and stories in a positive and conducive manner, so please keep in mind the Community Guidelines when posting. Your opinions are always welcome.

@FitbitUser117 and @SunsetRunner, thanks for sharing detailed information about this situation and your interaction with our Support team. I apologize for the experience that you've had with your order. Every feedback shared in the forums never goes unnoticed as it helps us to evaluate our procedures, work on our services and improve our overall environment. While I don't have access to your orders, I've forwarded your posts to our team so they can look into your details and provide you with further assistance.

@IMJ, I'm sorry for this inconvenience and thanks for your efforts while contacting GLS. I've gone ahead and requested a case on your behalf so our team can help you with this matter. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

See you around.

[SunsetRunner]

So after 16 days, my tracking has updated and my item is scheduled for delivery today! Fingers crossed it arrives and that you all get movement soon too. So frustrating that the Fitbit website still states 2 days as the delivery time and they seem unwilling to speak to GLS to get a service update, but at least this means that things are getting through now. 

[FitbitUser117]

I am sure you will receive an apology and a gesture of good will for all your time and issues you have had dealing with this for 16 days!!

That’s if you do get it!!

[FitbitUser117]

I am still waiting for my Fitbit I ordered on the 6th of January.

Website states it is 2 business days for delivery and I am on 12 days. Completely misleading and not what customer care states. They actually say it it 4 - 5 days from dispatch!!

Let me know if you have had to wait longer than the two days.......

[FitbitUser117]

Not the 2 business days the sites states

[IMJ]

Ordered 6th Jan still waiting!!

Sent from my iPhone

[MintyMinty]

I have the same issue I ordered weeks ago - I was told 4 day delivery, then back order so I tried to cancel, told it had been dispatched! Still no item... no tracking updates, still says Netherlands. I ended up buying from argos instead - same day delivery.

[IMJ]

I assumed service would be excellent ordering it directly with Fitbit!!
I have just checked tracking which now states it arrived in UK today!

Sent from my iPhone

[FitbitUser117]

Seems like there is a lot of us

[FitbitUser117]

You are one step further forward than me, I’m still stuck in the Netherlands after 12 days.

[IMJ]

I think we both placed order on 6th Jan you would assume they will be delivered around same time.

Sent from my iPhone

[FitbitUser117]

I would not assume anything with Fitbit. They have let me down at every turn!

[IMJ]

Hope it arrived

[LizzyFitbit]

Hi everyone and welcome back to the forums.

@SunsetRunner, @FitbitUser117 and @IMJ, thanks for your continued reports and feedback about this situation. As mentioned before, Fitbit strives to improve our services and your feedback won't be taken for granted as it's a big part of that process. Because you already have a case created, please keep an open communication with our team so you can receive more details about your orders.

@MintyMinty, thanks for joining this thread and taking the time to contact our Support team. I see where you're coming from and I'm sorry about your delayed order. While I don't have access to your order or case, I'd recommend to keep in touch with our team so they can track your package and provide you with further assistance. Please know that your comments won't be taken for granted.

See you around.

[FitbitUser117]

LizzyFitbit

Same generic response, I have a complaint escalated since Wednesday and had no response. The site still says 2 days standard delivery. Only shows 10 day delivery on last page at the top. When I ordered it didn’t show anything. You ordered and then they send you an email saying it is on back order. It was only when I spoke with customer care at the end they said at this time of year it is normal 10 days in my experience.

If you lie to your customer your business is over.

I look forward to hearing from someone on my complaint. I got my fit bit after 14 days. Just because I now have my Fitbit does not mean I don’t want a response for the appalling service I have received.

[IMJ]

Lucky you, at least you have received it! I’m still waiting and have had little responses to any communication.

Sent from my iPhone

[Alicam]

Hi - another very delayed order here too. Ordered 3rd Jan, dispatched 4th Jan, still not arrived.  Latest tracking info from GLS says "Customs clearance is delayed due to missing or inaccurate customs documents.  The parcel could not be delivered".   Is this Brexit related with your operations?  Really unimpressed given the promised delivery time.  Anyone else had this, or attempted a refund?  I'm thinking of giving up and buying one somewhere else.  Only bought off here as sounded so quick and easy direct from fitbit!

[IMJ]

I think I read another post stating a refund could not be given until item received, you might want to read some of the other posts. Unfortunately Fitbit communication is extremely poor and the excuse of ‘current circumstances’ is really unacceptable. I like you assumed buying direct from Fitbit would be quick and easy.

Sent from Mail for Windows 10

[FitbitUser117]

Fitbit aren’t taking any responsibility for their poor service. It is not like everyone wasn’t aware Brexit was coming?

If you choose to have your logistics based in the Netherlands for obvious reasons you need to ensure they are fit for purpose.

Which they are certainly not!!

I ordered from Amazon yesterday morning and had the item delivered that evening. So there are no excuses except bad planning, management and company.

I am still waiting to hear from my complaint from last Thursday. Complete radio silence.

[Wendersaw]

I ordered a charge 4 on 4th January (discounted replacement for faulty charge 3 under warranty). The tracking shows the item arrived in the UK with GLS on 18th January, I have tried customer services who weren't much help and basically said wait another week or try contacting GLS. Not happy! I've had Fitbits for over 4 years and always had good customer service on the rare occasions I've needed them. Don't really want to swap to another product, but starting to get worried that I've lost my money.