Haven't received refund for Sense 2 order

[Mdt3]

On 12/18/2023 I purchased a Fitbit Sense 2 online. Website says that you can return the device for a full refund within 45 days. I shipped the device back in the original box on 12/29/2023 with the upc code still on the box. So subsequently the following happened: 1. They said no record of purchase so i needed to provide additional information. I sent them a copy of my credit card statement which clearly showed the debit to my account 2. I was told they received only a rose colored wrist band and would I send the remaining items. I responded by indicating I sent everything back in the original packaging; the wrist band was black, not rose plus an extra orange band was returned. So, they found a rose colored band (wrong) and no watch. I advised them everything was returned in the original box. The only way the did not get the watch is if someone opened the box when returned and took the watch and bands for themselves. I have provided them with my Fedx tracking number. At this point I have asked to be contacted by a more senior member of their staff to discuss all this. Very disappointed in their customer support. Would have been better just to say no returns.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Mdt3  before you sent it off, did you call Fitbit to get the RMA (Return Merchandise Authorization) which they require?

[Mdt3]

Yes. Followed directions exactly. First was told they had no record of purchase and needed more information. Sent a copy of Fedx return receipt. Then was told they needed more information. Sent a copy of credit card debit. Then was told they only got the rose band and to send the watch. Advised them the watch was returned in the original box with the upc code still attached to the outside of the box. Further that the watch band was black not rosé colored plus there was an orange band returned that was offered as a promotional item. Sent the Fedx tracking number a second time. Bottom line: watch was returned; watch bands were returned; purchased on 12/18 returned 12/29 well within the 45 day return guarantee as advertised. Still waiting for my refund 30 days later. I asked to speak with a supervisor and no response to that either. 

[LizzyFitbit]

Welcome to the forums, @Mdt3. @Odyssey13 Thanks for your help!

@Mdt3 Thanks for the detailed information, and the time taken to contact our Support team. I understand how frustrating this process has been for you and I apologize for this inconvenience. This isn't the type of experience that we want you to have and your feedback will definitely help us to prevent something similar from happening again.

I've noticed that our team has already sent you an email with more information. Please make sure to check your spam and junk folders, and get back to them if you have any more questions about your case. I'm sure they will continue to help you with all your concerns.