Feedback about Customer Support and Orders

[EaglesFann33]

My wife has been wanting a Fitbit for awhile now so I went ahead and ordered one, then realized after the order went through i ordered the wrong item. I ordered the Fitbit inspire and ment to get the inspire HR. Easy fix right?!? Wrong! Instead of being able to edit or cancel my order now I was told by a couple people that I have to wait for it to arrive and either try to catch the mailman (which is hard to do) and refuse it. If I dont do that I have to pay out of my pocket to send it back. I had a very back experience and a head ache with the return process I sadly will be getting another brand for my wife. (After spending more Money out of my pocket to send this one back) sad but true. Hope nobody else has bad experiences with them. Bye Fitbit 

Moderator edit: Subject for clarity.

[Odyssey13]

@EaglesFann33  just refuse the package if you're home to receive it OR take it by whatever company sent it (Fed Ex, UPS, etc) and mark it as refused. Has it arrived?

[EaglesFann33]

It hasn’t arrived yet

Sent from my iPhone

[Odyssey13]

Who were the people you spoke with - customer support? 

[EaglesFann33]

Yes and they told me pretty much refuse from the mailman or ship it back out of my pocket. It would just could have been better to be about to edit or cancel my order like most online shopping sites

Sent from my iPhone

[EquusEventer]

I feel your pain about the return process. I started putting a note on my mailbox and front door saying:
"Refusing delivery of package from [vendor] for [my name]." It's worked every time.
Then again, my mail deliverer is a blessing. Once she actually stopped, got out of her vehicle, and helped me push my riding mower up the ramp into my truck bed.

[Odyssey13]

Welcome to the forums @EquusEventer   awesome mail carrier you have! Check out the link in my signature to see more of these forums.

[YojanaFitbit]

Welcome to the Fitbit Forums @EaglesFann33. Thank you for sharing your feedback about your Fitbit experience.

Nice to see you around @Odyssey13 and @EquusEventer, your comments are greatly appreciated.

Sorry you feel that way about the interaction with customer support. We strive for excellent customer service and customer satisfaction remains our number one goal. I wanted to let you know that I've checked with our team and you will be getting a follow up email shortly.

Please know that we provide feedback to our team based on community posts. We are always working on improving our devices and overall environment based on what you share here.

If there any questions present, please let me know and I'll be glad to help.

[essieM]

I just had the same experience.  I called the same day, 3 hours later, and since I hadn't called in 30 minutes, I have the option of shipping it all back myself, or refusing the package.

I felt bad for the person on the line - who said leave a comment on the forums, but it was frustrating that there wasn't a customer support email to voice my frustration- instead they WANT the gripe made public (?)

Anyhow - since my package hasn't been assigned a carrier and hasn't shipped, I really would have liked to cancel it.

Brick wall, Fit Bit. Very frustrated and disappointed.