Customer Service Feedback

[Username162]

I received a Versa for the holidays as a gift and within a few months started to get HORRIBLE wrist pain and numbness. It was past the 60 days to return it to the store so I contacted Fitbit directly to see if the model was defective or if others had complained about this. They said no to both questions and offered me a refund of $218.00 if I mailed back my Fitbit and sent me a pre-paid shipping label. They said it could take 3-4 weeks to receive the refund check. 

Per the tracking number they received the Fitbit on 2/19. Today is 3/28 and I still don't have my refund check. I have sent several emails asking the whereabouts of the check and requesting a tracking number or another proof of shipment on the check and now Customer Service is ignoring me, when my previous emails were all answered within around 24 hours. Fitbit has both my watch AND my money - this is theft, plain and simple. I sent another email to them today.

Who do I need to speak with to get my refund check mailed to me immediately??

Moderator edit: updated subject for clarity

[DramaQueenDiva]

Hi @Username162, I'm sorry for all your trouble.  I hope you don't mind, but I flagged your post for moderator attention.  Hopefully they will be able to get you more information soon.

Just for future reference, if you want to get in touch with someone ASAP from Customer Service, you should reach out to them via the "Help" page.  The link can be found at the bottom of the page.  Since you already sent them several emails, I would try starting a Live Chat or phone call with them.

[Username162]

Thanks so much for your reply - I've tried several forms of communication. Hopefully flagging the discussion helps.

[NickG77]

You will not get a refund. Only a replacement Of the same problem. Gotta move on from this thing.

[Username162]

Well I have all the emails stating that they would be sending a refund, not a replacement. A replacement is unacceptable since the unit caused me pain whenever I used it anyway...why would I want another one? 

Ultimately the fact is that they have both the watch AND my money - also unacceptable. They can have or the other - not both. Taking both from me is theft, plain and simple.

[NickG77]

I agree,

but them owning the truth about this product will cost and i dont think they do this. Im shocked but happy to know you have documents stating they will provide refund. I dont know if this is your first smart watch experience, but dont let this be your last. (Respectfully because i know this was a $200 investment) If you have the means, research and start your next one immediately because i am truly impressed with where im at now. Id give specifics, but my posts get deleted. Plus, this next process of reimbursement will be slow. But youre in a good place with those documents.

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[Username162]

In the Customer Service department I exchanged emails and information with: Liliya A, Byron G, Nannette B, and JR Flores...if any of you are here or able to reply to my question here or via my original emails, please reply immediately upon receipt of this message. Thank you!

[MarreFitbit]

Hi @Username162! Sorry to hear about the inconveniences you've been having with the refund of your Charge 3.

@Username162 and @NickG77, thanks you for the thorough feedback for the Fitbit environment, customer service and devices. This has not gone unnoticed and be sure that I will pass this along.

Fitbit has been designed to provide motivation and help you to reach your daily goals to success. 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.

I've seen that you @Username162 got in touch with our Support Team during the last couple of days. Please note the time frame to receive your refund check is 3-4 weeks from the date it was submitted. I've updated your support case, someone will reach you soon with updates about the status of this.

Thanks for helping out and for flagging the post @DramaQueenDiva. 

Let me know if there's anything else I may do to assist in the meantime. I'll be around.

[Username162]

Yes, thank you - I was made aware of the time frame originally. 

What is really bothering me right now is the fact that I have brought it to the attention of Fitbit a few times in the last few weeks that I have not received my check and that the 3-4 week time frame has passed and you all have gone SILENT and are ignoring my emails. 

I don't care what you change my username to or what you edit the title of the topic of this post to be, I just want someone to respond with the original check number, date of issue, and tracking number or other proof of mailing to me in a private message.

Thank you!

[MarreFitbit]

Hi @Username162, thanks for coming back! I totally understand where your concern is coming from. I'd like to give thanks for the feedback you've provided towards our product. 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. 

Someone should be in touch with you today. Thanks for your patience and understanding.

I'll be around if you need further assistance.