Fitbit Sense not shipped - India

[ShatavisaP]

I had ordered a fitibit sense and a band on 14th August 2021 with order no xxx. It has been a week and there is no update on the tracking details or the shipping details. Reading about the other shipping issues in this community post, it makes me worry if I am also not going to get my fitbit products. 

Moderator edit:  removed personal information and format.

[JuanFitbit]

@ShatavisaP Nice to see you around. Thank you for your message and report. 

In order to verify your order status, there are some personal information to be confirmed. 

Please have a chat with us or give us a call to check your order. 

Click here to get connected

[ShatavisaP]

@JuanFitbit I have already tried live chat and customer care number but they keep redirecting me to the Indian support team, which merely responds over e-mail with false claim. Where you have websites like Amazon with excellent tracking system, it is not acceptable from fitbit to have such a clumsy support system. I made a prepaid payment to my order, trusting the brand name of fitbit and today I am struggling to know about the order status.

[JuanFitbit]

 @ShatavisaP . Thank you for your reply and feedback. Please be assured that it won't unnoticed. 

Due to your location, the case was reassigned to the Indian team.

As you know every country has a different tracking system. And the specialized team for the region can assist you better. You should receive an email very soon. Please keep an eye on your inbox and/or spam/junk folder as sometimes the Support messages are redirected there. 

See you around. 

[ShatavisaP · Accepted solution]

Hello Juan and everyone out there in this community,

I had ordered my fitbit sense on 14th Aug 2021 and received it successfully on 24th Aug 2021. Initially when i didn't get any tracking details for 2 days post ordering, it made me very anxious. To make the situation worse, when I checked the queries in fitbit community, there were lot of customers who reported shipping issues. These customers had mentioned that they didn't receive their orders for more than 3 weeks post ordering. I started following up with fitbit customer care and it is quite difficult to track your order via them because they usually ask you to send emails. In today's era, where we have live chat support, it is really not convenient to send out emails just to track your order @Fitbit you may use this as an area of improvement. However, on sending emails, I initially was told that the order would be dispatched on 19th, which later changed to 22nd. It was so relaxing to receive a Blue dart message (Indian customers this information is for you) where I received my tracking details and the product got delivered on 24th Aug. 

Some important points:

1. Fitbit should improve customer support services for Indian customers. Else customers would prefer third party website to place fitbit orders, as those are quite fast forward in tracking.

2. Indian customers should look forward to messages from Blue dart usually in case they order it from fitbit official website.

[JuanFitbit]

@ShatavisaP . Thank you for your reply, update and feedback. Please be assure that your feedback won't go unnoticed. This will help us improve our services. 

The information about the Blue dart message will be helpful for other Indian users.

I'm glad that you received your Sense and that all got sorted out. 

I appreciate your patience and your work with Support. 

I wish you a lot of fun with your Sense.

See you around. 

[Jijounni3]

Would anyone be able to confirm how many days it will take for shipping a product after getting the order confirmation email.

 I have placed an order for fitbit sense on Saturday 18th Sep 2021 and today I have contacted customer support for an update.

[ShatavisaP]

@Jijounni3 For me, it took around a week for the product to get shipped.

[Jijounni3]

Thank you @ShatavisaP . Reviews about the authorised distributor is very poor hence very much worried until i get an update on the shipment 

[Jijounni3]

Seems like the SLA is improved 

Order placed on 18th sep

Contacted Customer support on 20th Sep

Shipment confirmed on 20th

Recieved update from Bluedart on 20th evening 

Expected delivery date : 25th Sep

[ShatavisaP]

You are lucky in that case. Let me know if you order some other straps, would like to see how does it go with the watch.

[JuanFitbit]

@ShatavisaP , nice to see you around. Thank you for your help and involvement. 

@Jijounni3 , a warm welcome to the Community! Thank you for sharing your experience and keeping the thread updated. I'm glad to read that everything got sorted out. 

See you both around. 

[Archita]

Hi,

Can you please help me with where to contact in case of delayed shipping. It has been 3 days post order placement and haven't heard back with any shipment details. Followed via customer care number but they redirected me to the Indian distributor support which didn't respond over mail and no number was shared. Really paranoid after reading such horrible experience people faced and shared in the forum. 

[Archita]

Hi,

Can you please share the customer support details where I can contact and get updates of my order? It has been 3 days already since order placement and have't heard back. It would be kind if you can help

[Jijounni3]

Hi @Archita 

After 48 hours if you are not getting update about the shipping confirmation please send an email to service@store-in.fitbit.com.

Give your order number and contact details.

Service team should share an update on the shipment within 24 hours. 

After shipment is handed over to Bluedart then we will be able to track the shipment online .

Don't worry 🙂 the reviews about the distributor is not related to Fitbit Sense , they do handle few other products aswell.

[Archita]

Already sent a mail to service@store-in.fitbit.com asking for the order status, received no response. Am kinda freaking out now 

[JuanFitbit]

@Jijounni3 , Nice to see you back. Thank you for your help. .

@Archita Thank you for reporting this. I've checked with our team and seems that you sent the mail to the old system. 
For better assistance, please give us a call or chat with us. 

You'll find the options to contact us  here.

See you around. 

[Archita]

Thank you for your help. Got a message today with the details of shipment from India support team. Finally feeling EXCITED!

[JuanFitbit]

@Archita Thank you for your update and good news. Glad to hear that everything got sorted out. Have Fun with your Sense. 

Please visit our discussion forums. There you will find several users who are interested in fitness, healthy eating, or better sleep and who share many tips. They will be happy to meet you there.

See you around.