Order not shipped and no response when contacted

[Archita]

I contacted customer care today 9th November, morning with my inquiry regarding my order status. My order has been placed from India and was told that information regarding the order isn't available to him and so I was asked to contact your India distributor. I have mailed with my inquiry but haven't heard from them.

When placing the order it showed that the product was in stock and should ship within 2-3 days time. I had placed the order on 7th November. I have received no details of shipment processing. It is highly frustrating as I am not getting a single response. 

I preferred placing the order via company's store instead of other online platforms but now I highly regret my decision. Please can anyone help me with some contact details from where I can get a response updating my order status. I haven't even started using the product but already facing so much issue is giving me all negative feelings. Really worried especially reading all shipment related issues in the community.  

[SunsetRunner]

@Archita - you may want to contact your credit card company. They may be able to help. Good luck. So sorry you are experiencing this. 

[Archita]

How my credit card company supposed to help? I think I have come across clear that I am facing shipment related problem for my prepaid product

[SunsetRunner]

Yes, you were clear. But if something was ordered but not received, the credit card company may be able to cancel the order so you can then order it from a retailer that offers better tracking info.  I’m not sure how that would work in your country. You ordered the device on the 7th. Today is only the 9th. Best to wait a few more days.   

FYI - I’m not a Fitbit employee. I’m just another Fitbit user who is trying to help. And one who is also facing many problems and delays from several retailers because of the world wide supply chain issues. 

[Archita]

Thanks for your help and apologies if I came across rude. In India things don't work the way you had mentioned. 

[Archita · Accepted solution]

Glad to share that my order has been shipped. So basically it got shipped today, 10th November which is, after 3 days and the tracking details show that it will be delivered in 2 days. Finally I am excited to receive the product.

For Indian customers it is advisable to check with the Indian support team via mail after 48 hours if you do not receive any order updates. However the fitbit should provide a better customer support for their customers back in India. The online reviews for the authorized distributor aren't that great and can lead to a lot of confusion.

[smyric01]

Having a similar issue but from the US. I had an issue with my Versa 3 back in February. Fitbit agreed to replace the device as troubleshooting did not resolve the problem I was having. I used the Fed Ex label Fitbit sent me to mail in the defective device. Once Fitbit received the device they would send me a replacement. Using the Fed Ex tracking the device showed being sent back and forth through multiple states. The estimated delivery date kept changing. After more than a month it still was not delivered to Fitbit. They told me to contact Fed Ex despite the fact that Fitbit chose Fed Ex as the shipper. After almost 2 months Fitbit agreed to send my replacement. Fed Ex tracking never showed the item being received by Fitbit.

Fast forward to this month. I decided to purchase a couple of bands from the Fitbit website. I placed the order on April 15th. The items shipped on April 16th. Estimated delivery was up to 10 business days. The last place the shipment departed from was on April 18th and is less than 1 hour from my house. As of today the status shows delayed with no indication of the issue.

Once again, Fitbit is telling me I need to contact Fed Ex to determine the status. 

Am I missing something here. I am Fitbits customer. Fitbit chose Fed Ex as their shipper. Fitbit is Fed Ex's client. Why wouldn't Fitbit hold Fed Ex accountable for the services they hired them to provide for their customers. I did not choose the shipment company Fitbit did. When I asked for a refund for the item since,  based on my previous experience, i have no confidence I will ever receive my items. I was told to wait until I received the items and then request the refund. I guess my time and business is not important to Fitbit. 

Customer for over7 years.