Shipping/Customer Service Issues

[b1achi]

Has anyone else had issue with an order, specifically shipping and no help via email, direct message, or Twitter messages that might have suggestions for resolution?

I ordered the Fitbit Sense 2 late on 10/13 with overnight shipping. It was in stock as well. I still have not received my item. I did give them through Monday, since I ordered after hours on Thursday night, to process the order. My UPS tracking has shown that the label has been created since the 19th but no movement. I would prefer at this point to cancel my order and go with another company such as Garmin since there has been no movement and no resolution to my requests. Of course customer service is claiming they cannot cancel my order, their first excuse was it had been more than 3 days since I ordered, then it was because processing had been completed, now they are stating it has been shipped (clearly it has not as UPS shows on,y label created and not received yet).

[mstomaso]

Almost identical experience.  I made the mistake of going with the Ionic recall, returned my Ionic on Monday and ordered a Sense 2 with overnight delivery.  Now I have been without a tracker for more than one day for the first time since 2016.  It is now Saturday and I am facing a weekend of untracked exercise and wondering why I continue to support this company.  The only thing that Fitbit has done right so far is to refund the overnight shipping fee.  Customer service then offered several irrelevant boilerplate replies, some of which were straight-up lies.  For example, "We can assure you that your order has been shipped, regardless of what the tracking number reports."  The last Person I got on customer service had the gall to tell me that dealing with the carrier (UPS) was my best bet.  I told him that it is his company's responsibility to make this right, not mine.  I thinking about sending  Fitbit an invoice, at my company's billing rate for me, for all of the time I have lost dealing with their useless customer service team.  

[Alithatgirl]

Same issue. Ordered within timeframe to have item shipped and only label created with no help. I was offered a refund of the shipping and a partial refund on the purchase price. Considering this is not the first case, I am going to cancel the order and request a refund due to the item not being shipped, and it is still within their control to pull the package from their warehouse. 

[CCYEUNG]

So do I, I ordered a Sense 2 last Thursday (20/10) which was excepted 1-2 days for shipping. They noticed that the item was shipped out on 21/10. However, up to now, the courier said they did not pick up anything from the seller. I really don't know who is lying to me. The worst thing is that the money is deducted but nothing come. 

[Volksmarcher]

Ordered Luxe on 10/21/22 and paid for expedited shipping.  Have called customer service twice: first call on 10/24 my expedited freight charge was refunded, second call was given a case number and told to call back on 10/28 if I have not received. Well 10/28 is tomorrow and item still has not shipped. Says label has been created but USPS has not received item.  Could have driven to Colorado (from Wyoming) to purchase at Best Buy where it is available for pickup. So disappointed!  This will be my 4th Fitbit if it ever arrives.

[andieb0602]

My story is *exactly* the same.  Ordered on 10/19, Sense 2 was in stock, and was "shipped" the same day.  Tracking shows it has been "awaiting carrier pickup" since then.  I chatted with the Fitbit bot - which was not helpful at all - 2 days ago and was told that they had until Monday the 31st to get the item to me.  It's Friday - I'm pretty sure at this point there is no way it will be here by Monday if UPS hasn't even picked it up.  This is ridiculous.  I had a discount when I ordered and I'm sure I'll have to jump through hoops to get the discount back, too.  I seriously could have ordered the stupid thing from Amazon and had it delivered on the same day.  I've owned Fitbits since 2015 (and continue to upgrade) and this is really aggravating.

[TheWisestOne]

Same. This is incredibly frustrating. I've tried chat. I've emailed. They're "investigating" it. If I have no update by Monday, I will be emailing to tell them I'm going to submit a fraud claim with my credit card company unless they ship me a replacement. 

[Volksmarcher]

I filed a case with PayPal last night for Luxe ordered on 10/21.  Just want a refund now; they can just toss the “label created”. So disappointed!  Charged up my old Inspire HR and will use it while I wait in limbo… Wish I never ordered, but lost my Luxe on 10/20. Strap must have broken or detached and I didn’t realize it til I got home. Went back to search for it but couldn’t find.

[TheWisestOne]

UPDATE: This is what I sent in the chat window. 

I am reaching out to see if there is any update on my support ticket and order status. It has been 7 full business days since placing my order and my shipping status has yet to be updated beyond "label created" "waiting for carrier pickup." According to your website, I should RECEIVE my item within 5-7 business days when using free shipping. 

I am not the only one experiencing this issue, according to fitbit forums. Several users placing orders around the same time have the same issue. 

Frankly, if there is no update to my case that points to potential resolution within the next week, I will be filing a claim through PayPal and submitting a review/complaint to the Better Business Bureau. I know that matters little to the person most likely reading this as you are likely underpaid and overworked. However, please pass this information on to the highest level of management you have access to. 

It got them to place a replacement order. We will see if it actually ships.