Refund Process

[Abkelle]

Forewarning, if you're going to buy a Fitbit (which I would not recommend anymore) I would definitely not recommend buying it from their official website. I loved my teal charge HR, however in just one week it got extremely dirty and nothing cleans the dirt off the device. The cleaning instructions they provide on their site simply does not work. They have been aware of this issue since they created the flex; however Fitbit has not improved the quality of the bands even a few generations of devices later. Nor have they created a cleaning solution that properly cleans the bands. With that being said, a week after owning my Fitbit and reading all the negative reviews, I opted to return the device as it was not aesthetically pleasing to walk around with a grimy Fitbit around my wrist.

First, I emailed customer service, to which I received no reply. So, the next few days I decided to call customer service, after waiting 10 minutes to speak with someone I got the ball rolling on returning the device. The customer service rep talked me through the refund process and proceeded to send me emails. He first sends me an email stating what I had to do to return the device, then sent another email with the RMA details. So, I pay to ship the product back to Fitbit costing me $13.28 and afterwards send them the information regarding the tracking number, as the email said to do. After e-mailing the tracking number, they send an email back telling me to provide them with all the information they already have in regards to my name, product, and etc. Almost a week later they send me an email saying my replacement is on its way, however I was not in the process of getting a replacement, just a refund on the purchase of my charge HR. Needless to say, I had to call customer service again to whom I could hardly understand. He said the product has already been shipped, so I would have to ship it back, but this time they would pay for the shipping (which they should've done the first time). So it'll probably be another 3 weeks or more until I receive my refund, simply because this company is not organized and does not run their refund policy in a smooth and efficient manner. 

So I had to pay $9.00 in taxes when I initially bought the product, and $13.28 to ship the product back and they only want to refund me 149.00 (which I still haven't received, plus I have no product), so I'm already in the hole $23 from buying this product. Highly dissatisfied with this company and their product! I had high hopes and was getting all my friends/family to buy them, now I'm telling everyone to just be smart and buy an apple watch!

Side note, the email regarding my replacement said to throw away my defective device when I receive a new one which makes no sense because you have to return your old one in order to receive a new product. 

Point blank, the product is bad, the customer service is poor, and the refund process is atrocious.

Moderator edit: format and edited title for clarity

[SunsetRunner]

@CHEEKYSQUIRREL did you end up getting a resolution on using the virtual mastercard?  I received mine this week and am having the same problem.  I am logged in to the site and can see the funds sitting there (in USD) but no way to spend them.  The only customer contact for the site is via phone call to US (hello ... time difference) so haven't been able to speak to anyone.   I even tried adding the funds to my paypal account hoping that as it's a US company it may work but that was also declined. 

[CHEEKYSQUIRREL]

Hi

Yes, I did! Well actually no I didn't! I was unable to use the virtual card but I wrote to Fitbit and insisted they deposit the refund into my account. They put it into my Pay Pal so I just immediately used it to buy a gift card with JB HiFi.
Then I bought an apple watch which I'm very happy with!

🙂 Hope that helps!

[Yrs-katie]

Yes I got my check in the mail! Also got an Apple Watch and I’m very happy even though it was a long wait 🙂

[SunsetRunner]

hi my fitbit is not working i have contacted them and they said just return they forward they said the same what did dou say to get the 100 dolars refund i cannot becouse i boght from argos i dont have recipt what did you have tio do to get an refund i want an respond from you i need help from you can you give me advise to get an replacement offer without sending it 

[Odyssey13]

Hi @SunsetRunner  the last post was a year ago and the original post was over four years ago. Each case is determined individually by Fitbit and according to the warranty and returns inforation, which is linked at the bottom of the page. It's faster to go to the place where you purchased the item. Fitbit.com purchases can be returned for a refund if it's done within the 45 day window. Each retailer has a different time frame for returns or exchanges. 

[SunsetRunner]

I want an exchange what will they do

[Odyssey13]

@SunsetRunner  you'd have to get with support. It depends on if you got it from an authorized retailer and if it's under warranty. If not, then there is not much they can do for you. No receipt? Credit card receipt maybe? When did you buy it? I don't speak for Fitbit and every case is different. With the warranty, customer support first works to resolve the issue before making any decisions. They don't exchange, but they might replace, based on their decision, but only if purchased from an authorized retailer and proof of that purchase.

[SunsetRunner]

I bought from argos i bought with cash but no receipt

[AlvaroFitbit]

Hi @SunsetRunner Welcome to the Fitbit Community! It's great to have you here!

Let me help you with your replacement device. It doesn't matter if you used cash or credit card, a place like Argos will provide a receipt and if you lost it you can ask them to provide a copy so this shouldn't be an issue. Since you already have the device with you but it isn't working then you can just mail it to our Support team so they can continue with the process. This should also not be a problem as they should provide an RMA that already contains the shipping address, this way you just need to print it and paste it on the box where you are sending the tracker back. If you have any questions please contact our Support team again as they are the ones who handles these issues, the Community can't do much for you in this regard.

@Odyssey13 thank you for your help here.

Let me know how it goes.