Tracking number for replacement Charge 3 is wrong

[Pixiesmum]

I've had an email about my replacement Charge 3 being sent to me, but when I click on the tracking number for DHL it says they delivered the item on 4th February. Dispatch was yesterday, 29th April.

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @Pixiesmum. It's great to see you around. 

Thank you for the detailed information. Regarding this inconvenience, my best recommendation is that you please reach out to our Support Team for further assistance. Click here to get connected or please update the case in which your replacement order was placed.

Make sure to explain the situation and they will be able to further investigate and give you more details. 

See you around. 

[Pixiesmum]

Can you please help me? I'm getting nowhere with your Chat support. Due to my husband having an accident I was unable to contact your chat services until Thursday 6th May. The first operator Clarissa reference 40815792 told me to contact DHL to ask them where my parcel is. With a wrong tracking number, and a world full of places to contact, that's impossible. The second operator Dolly, no reference given told me the warehouse would update my tracking information. Nothing has come through by email to me. I asked them where the goods would be despatched from and they did not give me an answer, just kept telling me they would be delivered to me in the UK.  It's now 10 days since the replacement was supposed to be despatched, I keep hoping it will turn up but there's obviously something gone very wrong as it's not arrived.

[WilsonFitbit]

@Pixiesmum Thank you for your response. 

I apologize for the experience and thank you so much for taking the time to provide your feedback. At this moment, I’ve reached the limits of what I can do for you here on the public community forums but I've managed to see your case and please note that our Support Team will be getting in touch with you with more information. Please keep an eye on your inbox since they should reply back to you soon. Thanks for your understanding. 

See you around. 

[Pixiesmum]

3 days on, still no parcel and no contact from your support team. My husband has a leg in plaster so I'm running around trying to sort everything in this house, I could do with much better service from Fitbit. I know this isn't your fault, but nobody is dealing with the problem which is not of my making.

[WilsonFitbit]

@Pixiesmum I appreciate your feedback and please note that your comments are definitely important to continue working on improvements to our services. 

I'd like to let you know that I was able to see that our Support Team sent an email to you yesterday. At this time, I'd recommend replying back to that email if you still have questions about that response and they will continue assisting you and working on this situation. 

See you around. 

[Pixiesmum]

At long last, the replacement turned up yesterday.

[WilsonFitbit]

@Pixiesmum Thank you for letting me know that the replacement has arrived. 

Hope you can continue tracking towards your fitness goals. 

Have a great day.