My Sense order hasn't been shipped

[birdman5589]

Anybody else having their Sense orders not being shipped? I placed an order on the 9th. I received the tracking number on the 10th with an estimated delivery of the 12th. But on the 11th the tracking updated to show that FedEx has not yet received the item. I contacted support multiple times but just keep getting a runaround being told "the device is still in transit to the courier" and to wait another 48 hours and then contact them again. Same response every time I contact them. So it makes me wonder if anybody is having any luck getting Senses shipped to them. 

Moderator edit: updated subject for clarity

[EdsonFitbit]

Thank you for visiting the Fitbit Community, @birdman5589.

I'm sorry to hear about the difficulties you experienced. Thank you for trying to get them resolved before contacting us.

Our team is working on your case and everything should get settled as soon as possible. Your patience is highly appreciated. For more information, you can chat with us online or give us a call. Please click here to get connected.

Have a nice day.

[birdman5589]

@EdsonFitbit How long should it take for this to be resolved? It has been 3 weeks since I received the email that the units were being shipped. Every time I call or chat with support I am told that a different group has to take care of it an they will email me but I never get an email. How many more weeks do I have to wait until any action can me made? 

[EdsonFitbit · Accepted solution]

Thanks for your response, @birdman5589.

I noticed that Customer Support replied to you recently. If you don't find their response on your inbox please check your spam folder.

Have a nice day.

[birdman5589]

@EdsonFitbit I did finally receive an email response yesterday. The resolution was a replacement order; although I am still waiting for that to be shipped as well. Hopefully I will see some movement on that in the next few days.  

[Artas207]

I think the problem with fitbit that their customer service is very weak or maybe the department is not even exist at all. I’m experiencing the same for the malaysian region,told that it been shipped but still “stay” at their premise,disappointing!!,

[EdsonFitbit]

Thanks for the update, @birdman5589.

I'm pretty sure that our team will do their best to provide a high level of support as soon as possible.

Welcome to the Fitbit Community, @Artas207.

Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

To get information about your package, you can chat with us online or give us a call. Please click here to get connected.

Have a nice day.

[pona406]

Exactly! Claimed for my warranty on March until now didn't received the replacement. I made a complaint to the customer on April/May but they claimed already being shipped. Finally, they ended up with a decision to ship new replacement for me only after I made a complaint again, last week (they've found out there is some issue during the transit). Guess the cycle will be repeated again... 

[Bob2729]

I'm having the same issue with my Charge 5. It is showing "waiting on courrier pick up for 5 days now! Any help or advice? 

[Gade757]

I don't feel so mad now, I've been wait since 9/21/2022. I was thinking maybe they just don't have product.But I don't why they will send me a tracking numbers with no product.

[MamaT12]

Any luck birdman5589? I am so fed up with this. I ordered a versa 4 on 9/20

Received shipping email 9/24

Tracking on fitbit site and UPS site shows that carrier has not received item

10/6 fitbit customer service conceded that yes my package is clearly misplaced in the fitbit warehouse and NOT in the possession of UPS (every single "customer service representative" I spoke or chatted with claimed it is a UPS problem) and they sent out a new one - received a shipment email 10/6

New tracking number is invalid!!!!! 

I am so frustrated!