Feedback about Customer Service when returning my Inspire 2

[MLB44]

I began having a problem with my Inspire 2 in January. After doing a number of troubleshooting things after searching these groups, I reached out to Customer Service by phone and went through troubleshooting with them. They told me to wait 3-4 days and if I was still having problems to call them back. So 4 days later I still was having the issue and called. They said I needed to send it back and provided a prepaid return label. I sent it out that afternoon 2/3. Their email said they should receive the return between 5-10 business days at which time they would contact me to let me know the next steps. It arrived in California on 2/5. As of today, my Fitbit still has not been delivered and I am in Fitbit Purgatory. FedEx tracking has bounced my unit all over the place. It’s in Phoenix now. And every day they change the scheduled delivery date to a few more days out. Last night when I went to bed it was supposed to be delivered on Friday. Tonight the new delivery date is Tuesday, March 1. I have literally been begging customer service by email to please just send me a new one and they are like a broken record, insisting that once their returns center confirms it has been returned, then they will initiate a replacement. The active tracking number should be sufficient confirmation at this point. So I am without my Fitbit and without any way to get a replacement. I have no idea how to get help and am praying that a moderator will take pity and try to help me. If anyone is out there here is the header of my email threads. I think some of those digits are probably a case number. Help me please!
Re: Your Fitbit Phone Inquiry - Inspire 2 - Sleep tracking - 

Moderator Edit: Clarified subject and removed personal information.

[Odyssey13]

Hi @MLB44  I've asked a Fitbit Moderator to stop by to see what they can do to assist you with this. Fed Ex seems to be having issues with their shipping. Fitbit used to send out devices without waiting for the returned units, but I think too many people failed to return them and now they wait until they have the return in hand.

[MLB44]

Thank you for your help! Clearly I have attempted to make this return as it has been a tracked package since February 3. The worst part is that I could have returned it to Target where I purchased it as a defective unit and they probably would have replaced it on the spot. Now I am hamstrung and frankly very disappointed that Fitbit is adding this additional stress to my life. It seems totally contrary to their mission for improving health through exercise, good sleep and stress reduction. Getting the same reply from customer service like a broken record, day after day, has been frustrating to say the least and I received another this morning. I have literally pleaded for someone to take a closer look at my tracking and I have enclosed screen shots 2-3 times a week as the scheduled delivery date has moved from 2/18 to 3/2! The fact that it is stuck in a Neverland has me wondering at what point does their service consider that a customer handled the return exactly per their instructions, their designated carrier has failed to deliver within their estimated times and far beyond and it’s time to take care of the customer? I am very hopeful a moderator can assist. I am at the end of my rope and my husband is ticked at me because he wanted me to get an Apple Watch but I told him this Fitbit had all I needed and had functions I couldn’t get on the Apple. So I’m getting it from all sides. I’m mad at Fitbit, he’s mad at me. FedEx has probably lost my package and I am out $60 worth of Fitbit with a customer service group that has one answer that is stuck on auto play. Anyway, I truly to appreciate your help and I hope you have a good day. It’s nice what you do here. 
sincerely, 

Michele

[dru06]

This is exactly what is happening to me. It just keeps bouncing between California and Arizona, making no progress beyond that. So frustrating!

[MLB44]

I have been hoping to hear from a moderator but no one has sent me a direct message. I don’t like that your response is flagged as best answer so it appears to be a closed issue. It is not. The scheduled delivery now moved to this Thursday. Yesterday it was Wednesday. See how that works? Every day it goes out another day. Since 2/18. So every time I ask someone at customer service to look at it they just look at that and blow me off. 

[YojanaFitbit]

Hey there @MLB44 and @dru06, thanks for stopping by! Thank you for sharing your comments about Fitbit customer service and devices. This has not gone unnoticed and be sure that I will pass this along.

@Odyssey13 I really appreciate your help with this.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. I've updated your case with the information that you've provided and our team will be getting in touch with your shortly. Sorry you feel that way about this interaction. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

Thanks for your understanding. 

[LTaylor56]

In exactly the same situation. I will never purchase another Fitbit. 

they plan to send a replacement if 1- received or 2- lost in mail. 

I do not understand why a replacement isn’t sent immediately once shipped. FIVE week minimum turn around time is not acceptable. 

[dru06]

It took from December until March but my replacement Fitbit did finally arrive. Hope your situation resolves soon as well!