Pre-order never arrived unable get a refund

[Cy5Pat]

I made a preorder of the Sense 2 almost 2 months ago and the order is still "processing", I was charged to my credit card that same day.  I have been talking to support agents since September through chat, phone, and Twitter and every time I talk to them they promise that someone is going to contact me via email but that has yet to happen.

This was supposed to be a present for my wife birthday in September... so yesterday I was at Best Buy and I bought it there because I could kept her wating for the support to sort out the one month order procesing time.

Now I do not need the one I pre-ordered and since the order is still processing I tried to cancel it and get refund of the money I paid to my credit card, but I as said before support just tell me to wait for someone to contact me. any help getting to someone able to help with this?

[N8teGee]

Hi @Cy5Pat.

It's probably worth contacting your credit card company and requesting they issue a charge back. You can provide them with enough evidence for the reason you require it. 

[Cy5Pat]

Thank you for your reply, Just filed a dispute with my Credit Card company yesterday since customer support have yet to contact me, it's truly a shame how bad the fitbit customer support is.

[Cy5Pat]

Update: it keeps getting worse.

I received an email from Fitbit Support saying I can request a refund by contacting support because they are unable to fulfill my order, keep in mind that I been trying to do this since September but anyway, I contacted support once again and show them the email telling me to to tell them to cancel my order and issue a refund, guess what? same results they cannot cancel my order because it is from another department so they will escalate my case and someone will contact me via email, this is the 5th time a receive this same response. I will not bother contacting them anymore and just follow up the dispute with my credit card.

Here is the email:

[Dwuuds]

I'm in the same boat. Its an impossible circle they run you around in, because in my case the payment went through TWO intermediary services and was drafted as an ACH on my bank. So yea, I'm out a Sense 2 and 333 dollars. Thanks Fitbit.