Where do I leave feedback on Fitbit? Closed

[daytona955]

Im finding no-where that i can leave feedback or even ask questions if i want a genuine straight answer from FitBit. I orderd a new strap for my wifes Charge2 back in october. I knew it would not ship till november, but asked half way through, where my item might be. Just got an answer "will be shipped in november". SO...i asked again near the end.."in a week" ..that was 2 weeks ago.I have asked for a refund yesterday, and got an email late last night.."its been shipped"?? Nothing else, no APOLOGY, nothing.So checked tracking and get nothing from it. Its not a huge amount of money, pence really, but the fact of no apology in all the time ive been in contact as to why or when or anything, thats what gets me now-a-days when trying to deal with companies, why can they not just give that small amount of customer care when dealing with anyone. I still want my refund and do not want to deal with FitBit at all really because of this, but i guess im going to get the run-around......

Moderator edit: updated subject for clarity. 

[beebebaby]

Exactly. I have purchased my last Fitbit!

Shelly 😊

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[Rich_Laue]

Really? Then how is Fitbit one of the best selling activity trackers. 

Why is it in the last 8 years, I have received at the most 2 complaints on Fitbit? 

How is it that millions of users have no issues, yet it is the same very few users that continually have problems. 

[beebebaby]

Excuse me! I have had an issue once but customer service would not warrant it as under warranty and only offered a 35% discount when I had my proof by of purchase receipt? Am I being accused of being a liar Rich? Maybe if you don’t have an issue you may want to keep your opinion to yourself this was for customers having issues!

Shelly 😊

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[dusk807]

Well the guy above this doesn’t agree with a LOT of us who feel this way (@Rich_Laue). He can be a bully so might watch what you say!

[beebebaby]

Yeah we don’t want bullying on here and I told him there are some that are having issues so no need for him to giving us that have had issues a hard time!

Shelly 😊

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[SpeedyM]

Same here. 

[carab9]

Hello. I have contacted Fitbit 6 time’s in the last month about my replacement Fitbit - each time I contact support im told it’s been escalated and I’ll get a follow up in 48 hours which I don’t. 
I spend a long amount of time waiting patiently in chat queues to be told the same thing and nothing transpires bar the same response that does not actually occur. 
I was told it was processed on the 28th of December and nothing since then 

[beebebaby]

I hear ya. Had the same thing happen to me! They truly gave the worst Customer service EVER!

Shelly 😊

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[SpeedyM]

Keep at them.  My daughter's was under warranty. First they denied her purchase. Then. Denied it under warranty. Was 5 months old. Finally sent and actually received. Keep at them by phone. Can't believe this company keeps selling.  I'm done with them when mine goes. She's switching to apple. 🤷‍:female_sign:

[beebebaby]

Yes that is the path I will take as well or go back to a regular watch! 🤬🙄🤯

Shelly 😊

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[dusk807]

Yep that’s how they operate ....l or probably better to say they DON’T operate. So many false promises. Smh

[dusk807]

I would have to say you are one of the lucky ones. Congratulations to you!

[beebebaby]

Exactly; they do not operate! 🤬

Shelly 😊

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[beebebaby]

🤞 for more though. 🤞

Shelly 😊

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[Rebecca_Versa2]

the customer service IS TERRIBLE!!  

[Rebecca_Versa2]

TERRIBLE CUSTOMER SERVICE AND PRODUCT SERVICE!!

The typical vague and dismissive, "we're sorry...we know how you feel" and then not work to come up with a reasonable solution or resolution to a known product issue they have!!  LL Bean--the gold standard of Customer Service--they are not!

[RejennaC]

Worst problems with this watch. Very unsatisfactory customer service. Wasted my money.

[RejennaC]

Same thing happened to me, replaced one lasted 3 months. I wasted my money. Will buy apple and recommend to all my gym class mates. This is terrible 

[beebebaby]

Yes I agree. I won’t buy another one after this one is dead! Probably soon too 🙄

Shelly 😊

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[funwithsharps]

You really aren’t allowed to express frustration. The very fact that people are getting sent 2nd and 3rd devices is very telling about the quality of the devices. It is time for them to go back to the drawing board; not only with the watches themselves, but their entire customer service model as well. They had a good base level idea, it just doesn’t function as it should-or at least in a reliable way. I have never had to spend this much time troubleshooting a device over and over again. Band design is very poorly done. I was hoping to see improvements with the charge 4, but one glance in the help forums says otherwise. People are angry. I hope they learn from it and go back to square one.