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Sense 2 charging cable hasn't arrived

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‎12-07-2022 18:07 - last edited on ‎12-08-2022 17:06 by Fitbit Moderator

‎12-07-2022 18:07 - last edited on ‎12-08-2022 17:06 by Fitbit Moderator

I ordered a charger on November 29th with overnight shipping. Product was ordered after 11am so was not shipped out until November 30th which is fine because I needed it by December 1st. The charger did not make it to my local FedEx delivery center until December 2nd and then has stated as "out for delivery" everyday since then. 

I got my shipping charge reversed the night of the 2nd and they told me to call back the next day if I did not receive the package. I called again the next day and they then said to call back after it has been 7 days. 

I called this morning as I did not receive it yesterday but the tracking had updated to say it would be delivered today and the customer service representative said to wait out the day to see if it would be delivered and that if it was not, to call back tonight and they will issue a refund AND send me another. 

I just got off of the phone with another customer service representative and explained the situation. This representative informed me that I would have to call back on FRIDAY as it has not been 7 BUSINESS days because "he does not count weekends" even though I get FedEx deliveries on the weekends. 

I am VERY upset with the customer service I have received so far as they keep telling me to call back the next day or later that day and the last rep was not helpful at all.

Has anyone else experienced issues with the shipping and customer service? Because this is absolutely ridiculous and I now regret purchasing from them.

 

Moderator Edit: Clarified subject

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‎12-08-2022 17:18 - last edited on ‎10-16-2023 03:24 by Fitbit Moderator

‎12-08-2022 17:18 - last edited on ‎10-16-2023 03:24 by Fitbit Moderator

Welcome to the Community, @babykitten.

Thanks for the detailed information. I understand where you're coming from and I apologize for the experience that you've had. The input we receive from our members is of big help as it helps us to evaluate, as well as improve our services. Your feedback is appreciated and we'll keep working to prevent this from happening again.

Because you already have a case created, I've forwarded your post so our Support team can investigate this situation and and provide you with assistance. They have specialized tools that allows them to check your order status, so please reply back to their last email and keep an open communication with them.

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