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. 

[Rich_Laue]

What am I saying @dusk807 , first thing to note is that I properly tag people.

I'm saying that with the hundreds if not a thousand of Fitbit users I see and talk to in the wild, I can count the unhappy ones on one hand. It would take two or more hands to count the ones I've successfully helped.

What I'm saying is that when o e goes on a comunity designed to help those that are having problems, yes they will find many people with problems. Why? Because those without problems dont need to request help.

[SA05]

I have been looking to see where to leave feedback as well. Somehow it shows Fitbit has a 4 star review but you can't see those reviews or add a review. I find it hard to believe they have a 4 star review. Have had some kind of issue with every fitbit I have had. 

[dusk807]

I agree. I had a really hard time and someone was even rude saying basically that FitBit is awesome and I’m the only to complain. 😡🤬

Dawn

[sloppyseal]

I am very dissenting with your product as it doesn’t last at all. First Versa died on me after 9 months. You sent me a replacement. That was obviously a refurbished Versa watch and the notifications weren’t working from the beginning. This replacement died on me after 4 months and as I heard from your representatives, warranty ran out. Your product isn’t cheep and the quality isn’t there! You can’t even back your product up by sending your costumers a brand new watch after you send them a piece of crap! All you do is give them a discount on their next product? No thanks! Going back to my good old Timex! I have no loyalty to your brad and will definitely spread the word about my experience!

[dusk807]

Dawn

[beebebaby]

I just purchased a Versa 2 online from fitbit.com and upon arriving at my cart was given the option of different shipping time options and chose "Next Day".  I paid the $19.95 and received my item 3 days later, NOT 1 day, NOT 2 days but 3 days.  When I contacted Fitbit Customer Service was advised that I ordered the Fitbit in the night so the order would not be considered complete until the NEXT day.  I sent them my email confirmation of my order which was at 9:44AM (NOT NIGHT) and was then advised it could take up to 7-10 days to arrive as the carrier could run into issues.  Is this how they make their money but taking next day pricing for shipments and send out orders when they feel like sending them out?  Not impressed with how they reply to customers at all and will not be purchasing another Fitbit item. Apple watch here I come; at least I know they have great customer service!

Moderator Edit: Formatting

[dee234]

I too experienced the same issue and am disappointed in the company and the way they take care of their customers.  My fitbit broke after 9 months of having it so I was sent a replacement.  It broke 2 months after my warranty was up and they refused to do anything.  I had the replacement fitbit less than 4 months.  This is not the first time I have had an issue with this company but chose to give them another chance.  I am disappointed that I made that choice as the same thing happened again.  Customer service did absolutely nothing other than state that they will use my information and situation to make things better.  I don't believe this at all as it seems to be a common issue for many others.  I will not be buying from this company again and certainly won't recommend it to anyone else.  

[Neese45]

I'm experiencing similar issues with Fitbit customer service. I had an issue with the band on a brand new Fitbit. I opened a claim on 9-13-20. I've since followed up 9-25, 10-8, 10-16, 10-20 and yesterday 10-30. Each time the representative said my claim would be escalated, but every time I followed up nothing had been done. This last time the representative assured me she would email me by the end of the day, but sadly no follow-up. I had sent them the damaged fitbit and at this point I don't think I'll get a new one or even my old one back. I think im out the money have this point. Time to buy somewhere else I guess.

[dusk807]

Unfortunately, that sounds very familiar and probably going to blame it on Covid and not having enough staff 😳🥺

Dawn

[Neese45]

I can appreciate that covid has had an impact on a lot of things, supplies, help etc..but the most frustrating part is being giving inaccurate or false information. Don't tell me my claim is being escalated if you aren't going to truly do that or don't have the help to review more claims. Just tell me the truth, something like "We've had so many claim and not enough help, and we can't promise a date in which we will process your claim". Apoligize and be honest, at least you can respect that. 

[conchikers]

Order the straps from Amazon, you can find them at half the cost.

[dusk807]

That is usually my go-to shopping place.  However, if the strap is under warranty, that’s unacceptable. Just my opinion. 

[SpeedyM]

So tell me Fitbit. If it's purchased online and now cannot retrieve purchase to prove I purchased.  Then where do I go!!!!

[dusk807]

From what I understand ..... nowhere. It’s your loss and Fitbit doesn’t care. That is what I got out of my dealings with them. I feel that the only way one MAY get some resolution is by purchasing directly from Fitbit. But this is just my opinion. I would never again buy a Fitbit product, and this is the 2nd one (things were a bit better several years back when I bought my first. 

[SpeedyM]

Sad thing. It was purchased online from FITBIT. Absolutely no way can the purchases be retrieved. And the the service rep denied proof of purchase. It's the **ahem** charge 4. Not even out for 6 months. This company sucks. Not pleased with them at all. 

[dusk807]

We all just need to get the word out about them being such a crappy company. Hate to see someone fail but they are bringing it on themselves. 😡

[Jonboy123]

Had a very similar experience; recd a fitbit as a gift and opened the box to discover the larger of the 2 straps did not have the metal pin to attach to the device. Contacted fitbit by phone and told them the problem, expecting a profuse apology, a thank you for notifying them of an obvious quality control failure and the instant despatch of a replacement. Nothing of the sort - the customer service rep told me I had to complete online forms and provide photos (of a part that is absent!). After 3 attempts I finally managed to get a photo they were happy with, after which they told me to resend the photo, this time with a note of the case number next to the strap. I decided they were taking the mickey and declined. Went online and purchased, for the princely sum of $3, including postage, a replacement strap. So for the cost of something that has a marginal cost of production of less than $1 they have alienated a customer and created an awful lot of badwill that I have been only too happy to share with others. Nice one, fitbit!

[dusk807]

Yea, they will NEVER get another penny from me!!!! 👎🏻 👎🏻 

[Rich_Laue]

My experience with anothe company and an under warranty replacement. 

I called them up and explained problem. 

The company sent out a replacement with Next day Fed-Ex

The following day I handed Fed-Ex, without any box, my broken item. Fed-Ex handed me the replacement.  

No pictures, no Hassle. 

Another company sent me the replacement with a prepaid Fed-Ex label for the return. 

Yes this one cost me the price of an envelope. 

[dusk807]

Hmmm, wonder what the “another company” might be?  Sounds like .....  lol. 

happy for you.