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Versa Cancellations/Feedback

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‎07-07-2019 01:46 - last edited on ‎07-09-2019 08:41 by Fitbit Moderator

‎07-07-2019 01:46 - last edited on ‎07-09-2019 08:41 by Fitbit Moderator

Morning all,

So I purchased fitbit charge 2 roughly 3 years ago, only one problem with in was when it malfunctioned and fitbit sorted it straight away and gave me a brand new one. Wow Fitbit are great.....until you try to buy the versa

 

So my fitbit charge 2 has broken yet again because of the big crack on the screen (a very common problem as I have seen with other posts) so instead of getting another charge 2, I went for the AMAZING VERSA! MISTAKE NUMBER ONE

 

I ordered  the versa at 7pm Friday night but by Saturday 11am I realised I had an unexpected bill so needed to cancel my order to make sure I have enough money for my other bills (daily life!). However, with no cancellation policy, I spoke with a lady on the live chat who said I could not cancel it until monday... but then I could not cancel it monday as it will be shipped out on that day... even though I chose the option of 5-7 days delivery (meaning it will be shipped on thursday at the earliest)

After much complaining she then emailed the refund team and said I would have a response this weekend.. still nothing

 

So I contacted live support again, who said that IF the order gets delivered to me to arrange a refund and deliver back (hmm okay bit too late) BUT there is a delay at the warehouse of shipments (so basically I could be waiting a month to even get it before getting a refund!)

Apparently the customer service team are able to put through orders but cannot do a cancellation? There have been so many companies, including my own business and previous employers who have been able to cancel a product even outside of the cancellation window (SOMETHING NOT PROVIDED WITH FITBIT IN THE TERMS)...but no... fitbit decide to make things super awkward in the hope that I will give up and accept the purchase i made.. yes I made a mistake but trying within 24 hours to rectify it

The order has not been shipped, it has arrived at the warehouse but nothing has been done with it, the order hasn't even taken my money out so why cannot I not cancel the god **ahem** thing!!

 

On top of that, I come onto the lovely fitbit community to find not one post but 2 and a half pages of complaints about the fitbit versa from yesterday alone!!! I was going to purchase the versa when I had the extra money I thought I had now but maybe I won't until they have fixed all the problems.

 

What the hell do I do?

 

 

Moderator edit: format

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2 REPLIES 2

‎07-09-2019 08:41

‎07-09-2019 08:41

@EmGar27 I'm sorry for the late response. I'm also sorry about the cancellation issues that you have experienced with your order.

 

I totally understand how frustrating this is for you. Our team is actively working in order to have a solution provided soon.

 

I really appreciate your patience and feedback since this helps us to keep improving.

JuanJo | Community Moderator

Running with music makes you happy! Share Your Story

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‎07-09-2019 10:24

In response to JuanJoFitbit

‎07-09-2019 10:24

Thank you ever so much for getting back to me

 

There was an update on this situation yesteday which I forgot to update.

 

After all the coffuffle on Saturday and Sunday, I received an email on Monday to say that my order had been shipped. I did not receive any email about the cancellation which I was told I would receive. I cannot describe my anger and frustration at fitbit. I then spoke to someone at customer service who's response was "refuse the parcel and you will get your money back"

Really fitbit?

Are you actually kidding me?

That is just a tad bit too late when I didn't want my money coming out due to an unexpected bill! But it's okay, I will be sending any extra charges I receive to yourselves!

 

I wanted to cancel my order 17 hours after I had made it due to an unexpected bill. I went through the same procedure I would with any company but no cancellations are not allowed with fitbit.

Your customer service tried every excuse under the sun as to why my order could not be cancelled, even contradicting themselves in some areas!

1. I had cancelled within 24 hours of the order (17 to be precise)

2. The order had not been processed at the warehouse

3. The money had not been taken out

4. The order had not been shipped (and was not supposed to be shipped until Thursday but for some reason shipped on Monday)

 

Fitbit do not have a cancellation policy within the terms and conditions (a standard policy for any company) which basically means cancellations are not allowed. Or as I was told by customer service "it is case by case" which quite frankly sounds like "it depends on what mood customer service is in"

 

Thanks but no thanks fitbit

I would have brought the versa the week after but to be honest you have lost a customer

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