How can I receive my refund for the Sense?

[mrindermann]

I ordered the Fitbit Sense at launch as a gift for my significant other. After trialing the Sense for a day, my significant other became frustrated with apps not working as fluidly as promised. The watch felt more like a rushed beta product and we decided to return it. We have owned fitbit products in the past that have worked well, but the Sense was an overall disappointment - especially compared to other proven brands with similar price points (which ultimately we ended up switching brands). It's now been nearly 6 weeks since Fitbit received the returned watch and I haven't received a refund. I've talked to multiple customer service agents over the phone who have stated that handling the refund is above their capability and have tried to escalate the issue. It's a bit alarming that other people have also complained about refunds taking months and/or not happening at all. In retrospect, I feel like I should have ordered through another retailer with a more robust and reliable customer service department. 

I am just trying to secure my refund for the product. This entire process has ultimately been a huge headache. Buyer beware? 

Fitbit - please reach out. 

Moderator Edit: Clarified subject

[Odyssey13]

Hi @mrindermann  did you have a RMA (return merchandise authorization) from Fitbit before returning it? Without that RMA, a device can get lost.

[sanman202]

Did you give them the shipping tracking number? I would think if it shows delivered to a recognized address they would refund you. Also you probably received a return merchandise authorization (RMA). It doesn't sound like it's something in their best interest to give you the runaround. Did you ask for a supervisor? A supervisor would only do good if you had the information that shows that the package was delivered. 

[forthewatch]

So if someone has RMA and return tracking number which shows delivered to Fitbit, how long it takes for the refund to be complete?

[Odyssey13]

Hi @forthewatch  it depends on the reasons for it being returned and how well staffed the warehouse and personnel are at the moment. All you can do is check your emails from customer support and call them if you have questions. These are the community forums and we're users of the Fitbit, with no way of knowing what is going on with the company.

[forthewatch]

Thanks for your reply, I have started the return process because I had some sleep tracking & bluetooth issues (I was doing something wrong) but they are resolved now. I have decided to keep the Sense, it is a very good watch. It's automatic sleep tracking is my favorite feature. Samsung Galaxy Active 2 has this feature too but Sense is more reliable. I trust more on Fitbit than Samsung's tracking features. I was reluctant to open the case for return because I got more active after having it & I really like this watch. I am happy to keep it. 

[Odyssey13]

Glad you chose to give it time to resolve itself @forthewatch. So often we get a device and for whatever reason, it tries our patience. Once we get used to it, we're happy. I won't tell you the frustration experienced lately when my husband had to swap phones and it wasn't even a smartphone! Check out the link in my signature to see the more social part of the forums where you can share tips and ask others how they continue the road to fitness.

[LizzyFitbit]

Hi everyone. It's great to see you participating in the forums. @Odyssey13 and @sanman202, thanks for your great suggestions and help!

@mrindermann, thanks for sharing that you've returned your Sense and for contacting our Support team. I understand where you're coming from about the time the refund process has taken and I'm sorry that you've gone through this situation. This isn't the experience that we want you to have and your feedback won't go unnoticed as it'll help us to improve our services and prevent this from happening in the future.

In regards to your case, let me explain that our team will provide a refund as soon as the return has been confirmed. While I don't have access to your case details, I'd recommend to keep an open communication with them to receive more details about this process.

@forthewatch, thanks for giving Fitbit another chance and I'm glad that your watch is now working flawless. I hope you continue enjoying the experience and please let me know if there's anything else I can do for you.

See you around.

[mrindermann]

I was sent a Fitbit order reference number as well as a digital order reference number. I returned the watch with a band I had purchased and was promptly refunded for the band. The refund for the watch however still hasn't been processed. No one from the Fitbit team that I've spoken to has an explanation for this. Weeks later, I've now received an e-mail explaining that many people have not had their refunds processed and that they will "follow up" with the situation. This just seems like the story I keep getting over and over from Fitbit 

[mrindermann]

Good question ...

[mrindermann]

Indeed. The issue has been escalated I've been told. Fitbit made it clear to me that I am in the same boat with others as other refunds also haven't been processed correctly 

[LizzyFitbit]

Hi @mrindermann. It's good to see you here again.

Thanks for keeping me posted about your case and the information you've received from our team. I'm sorry for the experience that you're having this experience with your Sense refund process. Our team has been informed of the impact this has caused you, so be sure that your feedback hasn't gone unnoticed. Because they have access to your case details, my best recommendation is to follow up with your email case should you have any further questions. That way you can receive more updates about this situation.

If you have another question, feel free to let me know.