Hello, For years I have been a loyal Fitbit customer, and recommended your product to several friends and family members. Unfortunately, after the experience my husband and I have endured over the past month, this will no longer be the case. I cannot stand by a product that would treat its customers as abysmally as we have been treated. I have owned an Alta, HR, and Versa SE. My Versa SE died less than a year into owning it. Because I did not have the receipt to prove purchase, I was not offered a replacement, rather a 25% discount. Even though I was disappointed that you did not honour your 1 year warranty, my husband used the discount offered to purchase me a Versa Lite as a gift for my birthday. He purchased the device at the beginning of May ( Order #: RV3MUFUSW ). As time went by, he became worried it would not arrive by my birthday. He made multiple calls, at first weekly and then daily to see what was going on. He was promised it was on its way, and offered expedited shipping and assured repeatedly it would arrive by the 28th of May. Well the 28th came and went, and no Fitbit. My husband called you yet again (it has been hours on the phone at this point, not to mention countless emails) and was promised an additional discount, free bands, and that it would be on its way soon. Monday, June 1st we receive an email ( Subject: Re: Fitbit Phone Inquiry:Order: Where is my order? - #35881846 ) that the product we ordered is no longer available. The email was somewhat hard to decipher as there was no punctuation used but the gist was that we needed to be in touch regarding changing the order. Thursday, June 4th I spent an hour on the phone following up with this email. Our order was cancelled, and I was told we could reorder something else, with no offer of compensation for this ordeal. After asking to speak with a supervisor I was offered 40% off a Versa Lite in Mulberry. After a long session on hold, the supervisor, Dania then told me that there were no Lites in Mulberry in stock so she could not honour that offer. The best she could do was 25% off, expedited shipping, and a free band on a white Fitbit Lite. All this to say that after a frustrating month of being put on hold, jerked around and lied to, your company is doing nothing to compensate us for our experience or entice us to remain customers. 25% was what my offer was initially to deal with the faulty SE and that is the best you can do after a month for a device that isn't even the one that I wanted to begin with? Needless to say, it will take a lot more for me to consider buying from your company ever again. I sincerely hope you do better by your customers in the future, Meghan
Moderator Edit: Personal info removed and clarified subject
