Feedback for Fitbit Customer Service

[LLJ26]

Had an issue with my Charge 3 screen that could not be resolved...you can barely even see anything. Of course the watch is out of warranty. Was sent a 35 % off discount code to use towards the purchase of another Fitbit product. Was willing to give it another try. Submitted the code at checkout on the purchase of a Fitbit Luxe, was told it was accepted, however, the discount did not show. Went back on to chat to confirm that the discount would be applied. Was told it would show when the card was charged. Long story short, it was not. Today when I followed up with this issue on chat, I was told the Luxe did not qualify. Tried to cancel my order, since that was not mentioned on the email letter I had received. Now I'm told the order cannot be stopped. Will be sending the item back and will also be ending my relationship with Fitbit. Very frustrating customer service experience..

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @LLJ26. Welcome to the community forums.

I'm very sorry for the experience and thank you very much for taking the time to provide information and for your feedback. Please note that any feedback posted in the forums is always welcome as it helps to improve our products, services and overall environment. 

At this time, I was able to review your case and I noticed that our Support Team was able to provide information and clarification. If you still have additional comments or questions, I'd recommend replying back to your case and they will be more than glad to continue assisting you. If you would like to provide additional feedback, note that you can also let them know since the feedback helps to continue working on improvements to our services and products. 

See you around. 

[LLJ26]

Unfortunately Wilson the Support Team provided mixed clarification. When I went to use the 35% off discount code I was provided through email, the checkout showed it was accepted, but the screen did not reflect the discount. I was concerned about this, and reached out to Fitbit in the chat function to find out how to proceed. I sent a screenshot of the purchase screen, which showed the Fitbit Luxe in the cart, and the person I chatted with told me to continue with the purchase as the discount would be given when my credit card was actually charged. Later that same day (yesterday), I received an email confirming that the item was being sent, and as I feared, the price I was charged was not discounted. I reached out to Fitbit through chat again. This time I was told that my discount did not apply to the Fitbit Luxe model. I then screenshot a copy of the discount email I had received, and even the Fitbit representative confirmed the same...the email did not mention that the Fitbit Luxe was exempt. She even acknowledged my frustrations. Then when I tried to cancel my order, the order I just placed yesterday, I was told it was already sent. Fitbit should honor the terms of the original email I received, and credit the discount. (I will gladly provide a copy of that email, if need be)

[WilsonFitbit]

@LLJ26 Thank you for your reply. 

I understand how you are feeling and I truly appreciate the feedback provided. At this time, I've reviewed your case and it seems that you will be returning the Fitbit device for a refund. If you still have questions or inquiries about the outcome of your case, I recommend replying back to our Support Team and they will be glad to follow up your situation. 

Your understanding is very appreciated, but they have the necessary tools to see information about your order and the status of the return. 

See you around.