Feedback about order

[Tawsif]

I have always preferred to buy products from the creator's original website, and I did the same when I ordered a Versa 2 for my wife from the Fitbit website.

But boy, don't I regret this! I am writing this to make new customers aware of my experience. I have been myself using Fitbit Inspire HR for a year and I love the product and what the company started for people to be more healthy. But consumers might be better off buying the product elsewhere.

The account of the experience:

I made the initial order on December 27th. The tracker as of today shows that it will be delivered on Jan 21. So I reached out to Fitbit support on Jan 11th and made them aware that I haven't received it yet. They considered the item lost in transit and ordered a new one. But where I ordered a Copper Rose face with Emerald band originally, they only sent me the watch face and charger. No band, and all of that in a plastic bag. No box. I care about this since this was meant to be a gift for my wife.

So I reach out again and they realize their mistake. They will now provide me with a band. But I would like the original packaging as I expected. So then they agreed to give me a shipping label for me to send the face and the charger I received back to them. Once they receive it, then only they will order a new kit.

I understand there is a protocol here or a matter of trust that they have to receive the item first. But already annoyed with all of this and thinking how long it might take, I decided I would like a refund now. But they won't process the refund of the tax! Approximately $179 in product and $23 in taxes. But Fitbit won't refund me the tax.

So then I changed my mind and asked for a new kit. I will send the plastic bag with the face and charger back and wait for a new kit with the hope that I eventually get the FitBit for my wife.

Will update.

Thanks!

Moderator edit: Subject for clarity 

[SunsetRunner]

Hi @Tawsif , I brought your post under the attention of the Moderator Team as this is bad Customer Service. Ome of them will contact you soon via this topic so keep a close eye on it. Regards kuzibri

[RicardoFitbit]

Hi @Tawsif, welcome to the Community Forums! 

Thanks for taking the time to share your thoughts and personal experience with your order, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. 

@SunsetRunner Thanks for bringing this to my attention and your support!

Let me know if you have any additional questions, I'll be around.

[Tawsif]

It has been now more than 30 days since the date I originally ordered the item and still haven't received the kit from Fitbit. The lack of communication and speed with this order is appalling. 

The item that I returned was delivered to their warehouse on 1/17. It's 1/27 today, 10 days, 6 business days and I haven't received any communication from Fitbit as to what is happening with this order.

All they said, wait and our team is working hard for this.

I can't even explain how frustrated I am about this. I totally forgot about this order until my wife reminded me today asking if there is an update when it will arrive.

[Tawsif]

Also, my post title was changed from `Disappointing experience buying from Fitbit website` to `Feedback about order'. 

[Tawsif]

I just wanted to update for everyone, that Fitbit still hasn't shipped the original kit to me. They have been holding my money since December 27th, 2019. 

They assigned the case to a high priority team, but they haven't been responding to my email. At this point, I am not sure what my next steps should be. Any suggestions welcome.

[Tawsif]

@RicardoFitbit Can you please look into this again? 

[Tawsif]

This must be a joke! No response whatsoever. 40+ days and counting since I ordered the fitbit and still haven't received it yet.

[Tawsif]

No updates yet. Fitbit holding on to my $200+ dollars for 40+ days but not sending the item yet. 

[littlemissC]

Hi Tawsif,

I am wondering if your issue has been resolved? I am at the beginning of an issue similar to yours in that my tracker has gone missing in transit and I am waiting for a response on the matter. I am wondering what you did in the end and if you managed to get a response? Hopefully you got sorted! 

Thanks!