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Sense 2 order hasn't arrived

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‎11-28-2022 13:50 - last edited on ‎12-15-2022 13:00 by Fitbit Moderator

‎11-28-2022 13:50 - last edited on ‎12-15-2022 13:00 by Fitbit Moderator

So far I have to say I am less than impressed with both Fitbit order fulfillment and customer service. Placed an order on the 22nd, label was generated for UPS on the 23rd and 2am for 2 day expedited shipping. It's the 28th and it's never been handed to UPS, but apparently they will not consider it lost until it's been 7 days since the order was placed even though it's quite obvious it's lost in their warehouse since it was never handed off to UPS. And I only found out about the 7 day policy till today. I expect tomorrow I'll get a different story about how I need to keep on waiting some more, all while they've already taken my money. Even factoring in the holiday, there were 3 solid business days that the plant would have handed orders to UPS. 

 

And looking through past topics, I'm apparently not the only one. Someone really needs to sort out their shipping issues as well as explain to their customer service that it doesn't take 7 days to hand over a package to UPS.

 

Moderator Edit: Clarified subject

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‎12-15-2022 13:07 - last edited on ‎10-16-2023 03:20 by Fitbit Moderator

‎12-15-2022 13:07 - last edited on ‎10-16-2023 03:20 by Fitbit Moderator

Welcome to the Community, @windnwar.

Thanks for taking the time to share these details. I'm sorry for the experience that you've had with your order, and our Support team. I understand how frustrating this has been for you and your feedback is appreciated as it'll help us to evaluate our procedures, as well as prevent this from happening in the future.

I went ahead to check your details and I noticed you have a new case created. It seems our team already provided you with assistance, please reply back to them if you have more questions as I'm sure they'll help you out.

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