My experience with Sense 2 refund process

[Killroy-TM]

Your time for refunding me is absolutely atrocious or the personnel handling it are incompetent this was the time line for receiving my refund.

Sense 2 Return dropped of at FedEx 11/03/2022
Sense 2 Delivered to Calexico, CA 11/08/2022

One month later after two support calls, I was told that my Credit Card (CC) company had been issued a refund and I was given a refund number. However no such refund appeared in my CC account. I then decided after reading in the forum others having difficulties with getting their refunds, to let the CC company deal with this.

Dispute with CC initiated 12/12/2022
Merchant contacted by CC 01/04/2023
Resolved in my favor 02/12/2023

First lesson learned from this, from day 1 when realizing that I may have to return the Sense 2, I took screen shots and documented in detail the proceedings. It is baffling that after FitBit received the Sense 2 on Nov 8th 2022 that it took THREE months before receiving the refund. Second lesson for me, it is good bye FitBit when my Sense 1 has died. Strange way to keep customers happy and satisfied.

Moderator Edit: Clarified subject

[asiayeah]

Usually fitbit refund experience is pretty smooth. But I'm sure due to the high refund rates of Sense 2, fitbit is extremely busy.

[Killroy-TM]

@asiayeah

That may be very true as many are disappointed about the Sense 2, however whenever I called support on this issue, they insisted that a refund had been issued to my CC which was not the case and the only way to get the refund issued to me was via a dispute. If the refund had been approved already why did it take from Jan 4th till Feb 12 to resolve the issue of it appearing in my account? Again for me two points to be taken from the experience, refund issued perhaps to the wrong person and taking over 1 month for a refund to appear after it was approved. Your guess is as good as mine but I am leaning towards the personnel not up to the job.

 

[LizzyFitbit]

Hi there, @Killroy-TM. @asiayeah Thanks for sharing your insights.

@Killroy-TM Thanks for the detailed information, and your efforts while working on this matter. While I'm glad you've received your refund, I understand how you're feeling and I apologize for this situation. This isn't the experience that we want you or any of our members to have. Your feedback is appreciated and please know it'll help us to evaluate, as well as improve our services.

Once again, I appreciate your comments and if you need anything else, don't hesitate to let me know.