My order was cancelled

[Marcandreboudre]

I did a first order 2 weeks ago wich was cancelled without explaination. I spoke 3 times with customer service and they told me they escalate this issue to a superior level and I'll have email within 48h. Now 2 weeks later, no answer yet, did another order wich was also cancelled!!! What happen with you?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Marcandreboudre, welcome to the Community Forums! My apologies for the delay in responding your post.

Thanks for bringing this to my attention and for the details about your order that were shared in your post. As it turns out, I do not have access to your order information nor your case with our Customer Support team to provide you an update, therefore, my best advice for you at this moment will be to contact them back if you require further assistance or if you have any additional questions about the outcome of your case with them, I'm sure that they'll provide you all necessary information to clear your doubts.

Don't hesitate to ask me any additional questions you may have, I'll be around.

[PK2020]

My order was cancelled too. I'm so mad.. It was a gift for father's day.+13$ of taxes not refundable. I have to wait 10 days until my money return. Never.. Never Again

[Neva56]

My mother gifted me a versa2 we have placed the order 4 times and have contacted customer service..... each time the orders were canceled this order was placed originally on the 4th of October we have no notification one the imitated cancellation until we track it this is an on going problem and the bank payment went through and they told her to use a different card first off there is no other card we can use, there no problem with our card and is there going to be a solution to this problem? And costumer service has no clue how or why it is doing this and has not given us a reason for it. We put even put an order through twice with customer service one the phone. She even spoke to a customer supervisor.

[GretchAnne]

I just placed a third order, two previous were canceled for no apparent reason. And the reason I was trying to order the first time was because there was a sale going on, which now my coupon code has expired as well. Super frustrated.

[Fruitpunch]

OMG same here! I ordered my versa 2 OVER a month ago and was never notified or updated about anything. 

I was NEVER notified and I ordered a versa 2 because my previous fitbit had broke. I used a coupon code and got a confirmation email stating my versa 2 would be shipped on December 25th. I never got ANY updates and contacted support today - and they were rude and unhelpful saying that I was the one canceling my own order? Then saying that it was an error on their side but that I still had to PAY for another order. This company is SO unprofessional there are NO words. I was charged and never got my money back!! What the H is this? They also claimed to have escalated the issue further (twice) and I have heard NOTHING.  How hard is it for a company to do what they promise and also account for their own mistakes and errors? Thanks for keeping my money and not giving me my product..

[NarcissusBlue]

It's kind of amazing to me that this has been an issue for almost a year now. 

I placed an order around the same time as you and had the same thing happen. Then it happened again this week. I'm sorry you've had to deal with it too.

It would be really nice if customers got alerts when an order was cancelled, like with basically every other sales platform. Or if we could get a reason this is happening.

I was excited to try a FitBit but now tbh I'm too frustrated to continue.

[SunsetRunner]

Exaaaaaaaactly!!!! And then all you get when you contact fitbit about this is rude gd attitude blaming you etc. Let's see if my second order ever gets to me...... pathetic that i have to check literally everyday several times a day to see if my order gets cancelled or actually f-ing shipped. 

[SunsetRunner]

It happened again!!! I used paypal so at least PAYPAL let's me know i got a refund........ but not fitbit... so just 16 hours passed and my order was cancelled, what the h are you guys doing??? @RicardoFitbit how is this in any way acceptable behavior for you as a company to keep doing to multiple customers MULTIPLE  TIMES??? How hard is it to keep customers informed and to send a product? I know my product is on a backorder, and should ship out in February but that is NO reason to randomly cancel an order for the second time. The fact that I have to choose between buying a new fitbit half off or get a new one (that broke) shipped to me isn't good enough. At this point you as a company need to get this issue solved ASAP or give us the option of having the money back for the original fitbit that broke - and accept that you are loosing customers. 

[SunsetRunner]

Contact customer care and get a new code until you actually get your product, it's your right.