Fitbit order hasn't arrived

[sara.edine]

I hope you never experience a problem with your receiving your Fitbit via an order from this site. I still haven’t received mine yet. I placed an order over three weeks ago. I was told it would arrive in 5 to 7 days. First, it was back ordered. Second, the tracking has been incorrect. And now, when I cannot locate the package, I have been told I can’t cancel and get my money back, because it is in a third-party logistics companies hands (USPS). Everything is blamed on Covid. The unique thing is I have received packages from Amazon, UPS, FedEx, as well as the United States post office. I ordered a Fitbit for my father for Christmas. Unfortunately, it will not arrive. The third party outsourcing company that handles customer service is rude, uninformed, an offer offers no suggestions how to get your problem solved. You can’t get a hold of anyone in the United States to answer any questions. I actually heard roosters crowing in the background when talking to someone in customer service. Starting to feel like I purchased from a fake company. Do not order from this website! You may never receive your order. I believe this website is a farce now. I repeat do not order from this website.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @sara.edine  packages are running slower from many companies. I had a priority package being sent to me across the country and it was supposed to arrive December 5th. It got here a week late and tracking didn't tell me anything. There have been many people scammed by fake Fitbit sites, but if you ordered from Fitbit.com - that is the real place.

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[sara.edine]

I completely understand. With everything going on with Covid and the holidays, some of this to be expected. However, rudeness and just repeating what tracking already says doesn’t solve anything. I believe customer service should have ways to help the client. They could supply a 1-800 number to the USPS or link to file a claim with the post office. I was offered nothing. As I mentioned, I still don’t know if I was in a scam. There is no way to find out because the only number I see is an 877 number. I’ve tried to call but as I mentioned it was an outsourced number. I literally heard roosters crowing in the background as I mentioned. I’m not sure if I ordered or was only scammed out of my money.

Moderator Edit: Formatting

[LizzyFitbit]

Hi @sara.edine. Welcome to the Community Forums. @Odyssey13, thanks for stopping by to help this member.

@sara.edine, thanks for bringing this to my attention and I apologize for the experience that you've had with our Support team. I understand where you're coming from about this situation and be sure that your feedback will be passed along to our team so we can evaluate our procedures and improve our services. I've gone ahead and contacted our team on your behalf so they can look into your case and provide you with more details about your order. Your posts were forwarded and they'll get in touch with you via email. Please note that Fitbit provides refunds to any order placed in our store as described in our Return Policy. Don't hesitate to let me know if you need anything else from me.

See you around.

[sara.edine]

Thank you. 
This is exactly the response I was hoping for! I feel better that I wasn’t scammed. Thank you for making a point to respond to my post (not once but twice). It’s nice to see someone, instead of being defensive, is pushing my information through for some sort of result to my problem. I truly appreciate you wanting to please me and keep my business. I look forward to receiving my package soon. The tracking still indicates it should be here yesterday. I will double check in the morning to see if it’s been updated. However, still nothing. With Christmas ten days away, obviously I’m getting anxious.

Thank you again and could someone please keep in touch with me until I receive it?

Sincerely,

Sara

[sara.edine]

I still have not received the product and no updates yesterday. Can you please let me know if you’re seeing any movement? Getting anxious again as we creep closer to Christmas. Please help me find before my dad gets no gift.

sara

[LizzyFitbit]

Hi @sara.edine. I hope you're doing well.

You're welcome and thanks to you for taking the time to share this feedback. I understand how much you'd like to have this order ready to give it to your data as a Christmas gift. While I don't have access to your order details, I'd recommend to reply back to the last email sent by our Support team so they can take a deeper look and keep you updated about its status. Our team works hard to deliver every order as soon as possible, and I'm sure yours isn't the exception as we want to see your dad as part of our Fitbit family.

Keep me posted.