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

[IMJ]

I ordered mine on 6th January like you it arrived in UK on 18th January and I’m still waiting. Extremely disappointed (to put it nicely) on lack of communication etc. I raised delivery query several weeks ago and have had no response. If I could would cancel I am now considering asked bank to charge back payment.

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[FitbitUser117]

Ridiculous, I have formal complaint raised and get no response.

[FitbitUser117]

I would ask for an exact date they will resend or refund.

[Wendersaw]

Did you get your order? Im still waiting, it's 2nd Feb and I ordered on 4th Jan. My tracking says arrived in UK on 18th Jan (from Netherlands). 

[FitbitUser117]

Mine also said in UK 18th got on 19th.

I still have an active complaint about service but no response.

Happy I eventually got product but I feel they have to take ownership for the horrendous service.

[IMJ]

No I still haven’t received mine, like you tracking says it arrived in UK 18th Jan. Just ridiculous!!

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[IMJ]

Good idea but unfortunately very hard to contact or get response from anyone!

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[IMJ]

We are all learning a hard lesson ie don’t use Fitbit again. Trying to contact or get reply from customers service is near impossible.

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[FitbitUser117]

I found the chat best route

[Wendersaw]

The problem for me is that it was a replacement for my charge 3 which failed within warranty. I was offered a straight replacement or a discount of a different product. I chose the latter, so I'm not sure how a refund would work to include reimbursement for the original faulty charge 3! 

[IMJ]

Thank you I have contacted them via chat. My order has been lost in transit and I have requested a refund rather than reordering.

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[IMJ]

I am in contact with them via chat, try it I wish I had earlier. My order lost in transit and I have requested a refund rather than reordering. Do try chat.

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[FitbitUser117]

Yeah in Amazon we trust!!!

[Rich_Laue]

I hope you are leaving complaints on the shoppers website or Twitter account. 

You say that you know the tracker has left Fitbit, and it is in the hands of the shipper. First step would be to call the shipper. 

Second step would be to contact Fitbit. 

[IMJ]

Exactly what I did, but haven’t not even received a response from carrier I today contacted Fitbit again via chat and was informed it was lost in transit.

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[Odyssey13]

@IMJ  the postal service says my dvds are still in transit, but running late - as of December 15, 2020. Local gas company says the post office is having so much trouble that even first class letters aren't arriving on time.

[Alicam]

What a nightmare.  Out of interest have they agreed to actually give you a refund?  Mine was a 4th Jan order, in UK 18th Jan but no progress since, says it has missing customs information and cannot be delivered.  The courier (GLS) and their UK partner (Parcelforce) have said nothing they can do - error is with Fitbit to resolve.  I also contacted Fitbit by Chat over the weekend.  Incredibly frustrating as Chat is clearly a bot programmed with standard phrases.  Was escalated to a "supervisor" who emailed me and I have replied a couple of times... but still clearly a bot.  Can't seem to find a way to actually get a human!  The last bot reply on email said it would "definitely arrive this week". I guess I wait that out and then go back again to try for a refund.  I was refused one before because it was apparently still in transit...  Hope others have better luck!

[IMJ]

Yes they are refunding mine. The operator I spoke with on chat was extremely helpful, she was reordering it but I asked for a refund as could buy from several other stores and have it delivered within 24 hours. It was on chat I learnt it had been lost in transit as on tracker it still showed as being in UK since 18th Jan. I hope you get something sorted quickly.

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[Wendersaw]

Thanks, I'll try the chat. I don't really want a refund, that won't be so good for me. But even if they can tell me it's lost in transit and order another, at least that's some progress!

[FitbitUser117]

More example of unprepared companies and bad service!!! Very useful?