Returned Charge 4 package is lost

[LavenderCarr]

Well Fitbit, a second product has broke on its own. I’ve returned the face plate and it has been lost since June 19th. None of your staff will help get me my replacement since the product has not been delivered. I’ve provided tracking and everything, I’ve tried to file a claim. All you can say is, the product has to be delivered or you need to wait 7 full business days. How convenient another big company makes their money and doesn’t want a happy customer in return. Yeeehaw! 

Moderator Edit: Clarified subject

[LavenderCarr]

THank you JOVANNI!!! Finally got someone, after 5 humans, to legit help me. You rock! 

[LizzyFitbit]

Hi @LavenderCarr. I hope you're doing well.

Thanks for taking the time to share your feedback about the replacement process. While I'm glad you received help when contacting our Support team, I'm sorry for the experience you've gone through. Rest assured your feedback will be passed along so we can improve our services, and to prevent this from happening in the future. If you need anything else, don't hesitate to let me know.

Have a good day.

[Shuttmk]

How did you get this resolved? I'm having the same issue and very frustrated. I didn't even get to use my brand new product, it was defective out of the box. I returned it using the shipping label Fitbit provided me. I've been tracking it and today it was finally supposed to be delivered, nearly 2 weeks later, and it now says "no pending delivery date." So its basically lost and I've thrown $300 down the drain. 

[LizzyFitbit]

Hi there, @Shuttmk.

Thanks for joining this thread and letting me know about your order. I understand how you're feeling and I apologize for the experience. Please know every feedback shared in the forums never goes unnoticed as it helps us to keep improving. While I don't have access to your case, I'd recommend getting in touch with our Support team one more time so they can investigate and provide you with more details about this process. Click here to get connected with them via chat or phone.

See you around.

[mmg13206]

We’re able to resolve this? I’m having the same issue returning a Fitbit - they sent the wrong one so I returned it and it’s pend pending delivery for several days. Curious if I should just consider this a loss and move on. 

[Shuttmk]

I called again after this post and they sent me a new fitbit immediately! Unfortunately it seems it just depends on who you end up with on the phone, so I would try again. I moved forward with a new case number and it worked out for me. 

[coachwiseman]

I am wondering if we should pay for the insurance and pay to get it expedited delivery? I have returned 3 Versa 3 watches and all 3 mysteriously NEVER got delivered??? At least we can have someone accountable for the return. Fed ex can never give me an answer where my watch is.....Funny i can get a watch from fitbit in 3 days?????????

[t9larson]

I, too, am dealing with this issue.  I have called several times and spoke to people via chat.  My Fitbit Luxe stopped working 3 weeks ago.  After speaking to customer service, I immediately packed up my device with the shipping label they sent and shipped it off.  After a week of not hearing anything, I checked the tracking number on the label they sent me and Fedex has no record of that number.  On Monday, I spoke to someone on the phone who said that their warehouse had received the package and that I would have my replacement by Friday.  I did not.  I just spoke to someone via the chat and they told me that their warehouse had not received the package and that I would hear from them via email.  This is beyond ridiculous.  If you are not going to replace devices under warranty, do not guarantee your product.  At this point,  I feel like I'm just going to need to buy another device--NOT from Fitbit. Fitbit used to have great customer service and quick turn around.  Several year ago, I had a faulty device and received a replacement in a few days.  

[Ggrilli]

I haven't even been able to receive my package and I'm having this problem. Two have been lost trying to get to me and even though the most recent one has been reported lost in transit by the shipping company they refuse to send me a new one OR give me a refund. Everyone keeps telling me to wait 72 hours after I talk to them and it's been over a week since I first reported it getting lost. What do I do?

[LizzyFitbit]

Welcome to the forums, @Ggrilli.

Thanks for the detailed information, and I'm sorry that this happened to your order. I went ahead to review your details and it seems you already got in touch with our Support team. I'm glad you're receiving assistance, and please reply back to them if you have more questions about your case.