How do I get a refund please

[Rmulr]

Product is clearly not fit for purpose and company not responding to issues and failures


Very unhappy, as when it DID work, it was great, but now it won't even turn on, let alone sync

[WendyB]

Here is the warranty

https://www.fitbit.com/returns

You can contact support

Email Support
http://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

Phone
877-623-4997

[Rmulr]

So what is 'the address specified by Fitbit', given that they are not
responding?

And if I send this back, what are the chances that they'll *ever* respond
and/or acknowledge safe receipt of it? No doubt it will just get 'lost',
and then I'll never see my refund.

Still awaiting a response from the company...

[MariamV]

Hey there @Rmulr! I'm sorry to read that the Charge HR didn't work out for you. Now, just out of curiosity have you tried restarting your tracker to bring it back to life? I'd like to exhaust every troubleshooting before taking further action. Do let me know. 

Thank you for your feedback and I sincerely apologize for the experience you've had with our Support Team. I agree with @WendyB in contacting our Support Team regarding your refund inquiry and you can contact them either via email, phone call or live chat; whichever works better for you. Also, I'd recommend taking a look at the Returns and Warranty Policy.

I'll be looking forward to your new comments.

[Joecubjr]

Hahahaha good luck rmulr I wanted to return mine that I bought in Novemeber because it's known problem they don't work. No dice. Shame on Fitbit.

[MariamV]

@Joecubjr thanks for stopping by! Hey, I'd like to properly follow up with your personal case. Please kindly indicate what is the issue your tracker is currently experiencing. I'll be happy to pass this along if needed! 

Feel free to post back, I'll be around! 

[Joecubjr]

@MariamV I will start by saying I have been a Fitbit user for awhile. I had the Fitbit one which I loved but I kept "losing". Forgetting it places. So when the Charge HR came out I thought great it will do my heart rate too and jumped on it. I loved it. Bought it at the end of Nov and recommended to my parents which they got for Christmas and a friend which they also bought. Just showing that I was quite the fan. Then my Fitbit started having "issues" shortly after Christmas which I thought was normal because other devices you occasionally have to reset or remove the Bluetooth connection. But it kept happening over and over. Loss of steps. Time was hours ahead or behind. Wouldn't sync. Constantly trying to reset it with support's help. So you can imagine my frustration because since I have had it I don't think I have had it a week without an "issue".
So I called I don't know, sometime the week of 15th I believe. It was on the weekend because I was happy you guys had actual customer service on the weekends. I noticed on the website that there is a KNOWN issue with "some" Charge HRsThen I got a rep and it was overseas as usual. So I sat down for that because it's usually a trying ordeal. However this rep was fantastic. His English was great, his customer service was amazing. He empathized with me. He handled the call and understood my frustration. He said "no problem I see you called before and it's still not working properly". "I would be happy to take care of this for you,let me send you out a new one today so you don't have any more frustrations". This guy was good. He made me laugh. Soooo here's where it went wrong.
I asked him if I could change my size from my original as the XL I was on the last hole or second to last and if I could go down to large as maybe XL was too big. And he said "of course and Mr Whitney if it doesn't fit right just call us back and we will exchange it again because of all your problems".
I thought great. And I waited for my Fitbit and I was satisfied and happy. Gave a fantastic 5 star review. What great service. And I forgot all about my frustrations over the last few months.
So I receive it on Thursday the 25th but I don't open it and set it up till Saturday I think. The band is super short; the XL had like almost 2 inches of extra band the L has like 1/4".
So I call today and ask for the XL to be sent instead and I'll send the other one back. Hahahahaha
Nope they don't do that. Can't do it. System doesn't allow it. Customer service rep Nelson seemed like he was the final say. And I was getting brushed off. I was confused as what did I do wrong. So I asked for someone higher up. I guess I didn't use the right words (my bad) and stayed on the line and kept telling me no and basically I'm SOL. So finally I'm frustrated. I ask for a supervisor. That was the magic word. And he seems upset that I did. I thought to myself "maybe they get a bonus if they can handle the calls for a week without supervisor intervention". That's the feeling I got. Supervisor comes on, Ivan. I tell him the story. And he's like yeah he shouldn't have told you that (the guy that said I could just switch size). No we can't take it back. All I kept hearing was NO NO NO NO NO. I had to negotiate and convince him that it's not my fault (thankfully I'm not a pushover or elderly). Then he said fine but you send it first and it for shipping. I laughed and said no. At this point it's absurd. So we went back and forth and he argued with me why I should pay shipping and why I should bewitch out a Fitbit (if I was told no exchange is once, i wouldn't have tried another size I would have stuck with XL). He wasn't budging. I told him I wanted someone else to talk to. How can I get I. Co tact with Corporate. BTW guess it's not possible. Which is awesome. So I said well don't you have a boss and he said fine I'll send you the label. I said no I want your boss. Dejected he said hold on. So I talked to Maddie or Addie. She gave me a label and told me the same BS send it back 5 days wait for new one 5 days. I said how about I give u my credit card number or buy it and if I don't return it you can charge me. BTW Ivan treated me like I was being shady. I have wasted hours now on this it's such BS. I just wanted to do a return finally and go with someone else because I had it. Nope past 45 days. Should be 45 days when I got this one since first one was BROKEN right off the assembly line.

[Rmulr]

MiriamFitbit - instead of just picking up someone else's complaint, in
attempt to deflect attention, why not address the original poster's issue -
how do I get a refund as this product is  not fit for purpose?

Moderator edit: format

[Rmulr]

Yes, as previously mentioned numerous times, I have done all of this to no
avail, repeatedly.

Instead of deleting my messages from the forums, perhaps you could now
address the underlying issue - this product is NOT fit for purpose and I
demand a refund...

[Joecubjr]

@Rmulr are you past 45 days? That's what I was told when I asked for a refund that if I'm past 45 days I can't get a refund because I would definitely like a refund also because right now I would love to leave **ahem**bit. Someone else has gone through for trackers with the same issue I'm all set dealing with this headache over and over.
@MariamV so reply to original poster so we all know as well.

[HelenaFitbit]

Thank you for the information provided on this thread @Rmulr @Joecubjr! 

@Rmulr Please know that if you are unsatisfied with your purchase from Fitbit.com, you have 45 days from the date of purchase to request a full refund. This is only applicable for products purchased through Fitbit.com. Please see our Returns and Warranty page for information and process.  

If you purchased your tracker through a retailer, you will need to follow their exchange or refund process. Nevertheless; if this is caused by a Charge HR that isn't working, please let our Customer Support team know about this. 

Let me know if you have any questions, good luck!

[Rmulr]

Yet again - you are sending me round in circles, and I have let you know
already.

I repeat - This is not fit for purpose, it has nothing to do with any
spurious '45 day limit'!

Moderator edit: format and word choice

[HelenaFitbit]

Thank you for your response @Rmulr.

At this time we have 2 ways to address this situation:

1. You can reach out to our Customer Support team to follow up on your original case. 
2. You can contact the retailer where you made your original purchase to check their refunds/exchange policy. 

If your purchase was from the Fitbit.com store and you are past the 45 days window; or, if your purchase was from a retailer and not from Fitbit.com; a refund cannot be processed. Please see our Returns and Warranty page for more information. 

Let me know if you have any questions. 

[TheTim]

I'm so fed up with this. I paid €150 for this thing and it worked partially for about a month since Christmas. It says it's connected by blue tooth but won't sync. The advice I've got is to go to the gear symbol on the top right hand corner of the dashboard screen: there isn't one. I've tried force syncing, sync now and sync all day but the endless turning wheel is, well endless. Hard to avoid the conclusion that Fitbit is pound shop trash l.

[TheTim]

Oh and the clock is six hours fast since I took it off in the shower

[HelenaFitbit]

Thank you for your response @Rmulr! I recommend to check the status of your Customer Support inquiry to see the best options to address this. 

Welcome to the forums @TheTim! I see that you've attempted to do some bluetooth re-pairing and you're looking for assistance on how to reinstall your tracker (which can be found here). In regards to the inquiries on this post; please take a look at this page. 

Hope this helps! Let me know if you have any questions

[Maddie1863]

I have much the same problem wanting a refund, you have to go through Fitbit support, mine worked fine was causing me blistering when wearing it,  they did agree to refund if I sent a photo proving I had destroyed it (which more fool me I did). I was told refund would be wired in 3-5 weeks, no money was received and when I chased was told it would be 7 weeks - looks like they are dragging their heels. I wish I had sold it on ebay and got something for it.

Moderator edit: format

[Worst-trackers]

They're honestly the worse company for refunds. In fact I'm really dubious about them. They took my bank details back in May of this year, and up to now I still haven't had a refund. I've had to go to the police and inform my bank that they're holding me bank details. Emails go unanswered. Please whatever you do, don't buy from Fitbit. They're awful. One woman was reduced to tears as the took kerbmoney & wouldn't refund her for a faulty item she'd returned to them.  

[Worst-trackers]

 Please don't trust them. Like the last post it's a good job I'm not a push over. 

[Maddie1863]

Required constant chasing fitbit support, but I eventually got my refund
after several months my Fitbit was not faulty, they made me destroy it and
send photos as it brought me out in blisters. I expected a much faster turn
round, they are a big company but they told me it takes up to 7 weeks.
Annoyingly my bank to return the money back to them on receipt, and getting
a second refund into another bank account was way harder, kept on nagging
and played the I only want a refund not compensation for injury eventually
6 months from purchase I did get my money.