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Sense didn't arrive and refund isn't available

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‎11-30-2022 04:55 - last edited on ‎12-01-2022 14:17 by Fitbit Moderator

‎11-30-2022 04:55 - last edited on ‎12-01-2022 14:17 by Fitbit Moderator

I am so angry. I purchased at 9:24 am on thanksgiving. Paid the 20$ overnight shipping. Label was created that evening. Called Friday was told 24 hours of processing and if I didn't receive Saturday to call. I called Saturday was told business day-to wait until Monday. Called Monday, was told yes we can refund shipping. Called Tuesday, to cancel order as it is late for birthday. Told it is stuck in warehouse and Fitbit no longer can cancel order, but once I receive it I can return it. WYF???? I asked for warehouse phone number. They said no. I asked for claim on missing item, they said no. I am out nearly $300 and no refunds are available and no-one willing to fix issues. DO NOT EVER BUY FITBIT....EVER. Customer service is a joke. they do not care at all about customer. and to get anything shipped, or try to talk politely nothing happened. Anyone ever get ahold of the warehouse? May I please have contact!!!!???? I am buying APPLE.

 

Moderator Edit: Clarified subject

Best Answer
6 REPLIES 6

‎11-30-2022 06:43

‎11-30-2022 06:43

Hi @FitbitUser1201 there is no warehouse number to give you. All that is available is customer service contacts, which you already have.  Most businesses consider the business week to be Monday to Friday and holidays, like Thanksgiving or Christmas do change things. I did ask a Fitbit Moderator to stop by to address this with you.

Stepping in the U.S.A. since September 2013. Android 14

Best Answer

‎11-30-2022 07:55

‎11-30-2022 07:55

I purchased the new Sense 2 on 9/5/22 along with the premium service. After receiving the product, I decided that it didn't live up to all the hype and wanted to return. I returned the product and it was received back by Fitbit on 10/24/22. Today is 11/30/2022. I still have not received my refund. I have called three times and today (11/30/22) spoke to a manager who indicated the refund has been processed (11/25/22) and I should receive it within another 5 days or so.

Just so you know, if you purchase the premium service, you will NOT be refunded. In order to use your device fully and get all the breakdowns on the device such as detailed sleep, et cetera, you will need premium service. However, when you return the device -- you will not get the refund. So instead of prorating the refund, they just take your money.  John at Fitbit told me that the 6 months free starts at the end of the year that you're paying $19.99 for.  

This was the 4th Fitbit device I have owned. I used to love them. However, the small changes they've made to their devices are not worth the cost - plus, you'll see they will be significantly discounted -- so you're way overpaying. Every Fitbit device I have owned has only lasted me about 18 months and I take very good care of them. I have recently purchased a Garmin device and I am very happy with it.

Buy something else -- anything but Fitbit. They have lost a loyal customer. I will never purchase a Fitbit again, nor will I recommend one.

Best Answer

‎11-30-2022 08:16

In response to Odyssey13

‎11-30-2022 08:16

I have been told a manager or other will contact me. It has not happened. If the website stated processing is up to 24 hours and thanksgiving was going to interrupt shipping then I would have gone to a store locally. But it did not and it offered 24 hour shipping if place before 11 am pst...which it was. I would prefer someone actually.follow up or just refund the money. Thank you

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0 Votes

‎11-30-2022 08:17

In response to cdtheissen01

‎11-30-2022 08:17

Thank you. I wish I had looked at this earlier. They won't ship the item nor refund the money. Thank you for an honest non bias response.

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0 Votes

‎11-30-2022 08:55

In response to cdtheissen01

‎11-30-2022 08:55

Oh and I called my bank. They said they will dispute and refund. So hahaha Fitbit I win.

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0 Votes

‎12-01-2022 14:28

In response to FitbitUser1201

‎12-01-2022 14:28

Welcome to the Community, @FitbitUser1201 and @cdtheissen01. @Odyssey13 Thanks for the heads up.

 

@FitbitUser1201 and @cdtheissen01 Thanks for the detailed information, and your efforts while getting in touch with us. This isn't the type of experience that we want you to have, and I apologize for this situation. Your feedback is appreciated and it'll help us to evaluate our procedures, and improve our services.

 

I went ahead to review your details and it seems our Support team already sent you an email with more information about your cases. If you haven't done so, please check your inbox and reply back to them if you have more questions.

Best Answer