Sense pre-order still not being processed?

[Enderath]

I've placed my pre-order for 2x Sense for my wife and me.  But when i check the status of my order it still says: "Your order has been received.".  Not sure what is going on?  I just contacted the Customer Support, they said that at this moment all Fitbit Sense pre-orders will be shipped in October.  

I'm from Netherlands, does anyone know what is going on?

Thanks in advance!

[Enderath]

I placed my order on September 7th, in the confirmation email that I've received said ships by September 25th.  So i'm really confused right now...

[thiepval68]

Prerecorded Sense 31 Aug 2020 and Fitbit took payment yesterday but no shipping so far...Contacted Fitbit who supplied me with a receipt (none sent unless I  asked). Shipping not before 3 days hence....  followed by 5 to 7 days delivery...I questioned Fitbit statements concerning payment on shipping  without receiving a satisfactory answer ..." just following usual Fitbit pre-order procedure"  

So, "usual Fitbit pre-order proceedure" appears to be.... pre- order then take payment then wait at least 5 days for earliest ship followed by 5 to 7 days courier delivery ...payment to delivery 10 to 13 days!....all with scant email notification unless you ask for it...

Fitbit  might produce great products but their sales  administration and delivery are in need of a serious shake up.

[Enderath · Accepted solution]

I contacted the Support today, again, they told me that since there is a inventory shortage due to high demand, there will be a fulfillment delay.

BUT! Since my order consists of 2x Fitbit Sense (one for my wife and one for me) and 2x Fitbit Sense Woven wristbands, my 2 Woven wristbands will still be shipped on 9/25/20! 

I'm really struggling to see the point of shipping those wristbands first...  I can't use the wristbands WITHOUT the Sense... I'm still trying to wrap my brain around this, but I just can't understand or see the point in partial shipping my order...

First time Fitbit user and first time placing an order on Fitbit, this is just a terrible first impression for me.  

I'm just so frustrated right now, agreed fulfillment dates are not being met, customers will not receive any notification on fulfillment delays unless asked for...  This is just terrible..

[bobby2478]

Yeah this is what I feared. I placed an order for the Sense yesterday (not classified as a PreOrder) and it says device on backorder and should ship BY 9/25 (this Friday). We'll see if it actually ships then or not, followed by 5-7 day delivery timeframe.

I was tempted to buy from BestBuy as they'll have them in stock and I could walk out with it same day, but with my health insurance I get a 25% discount but I have to order from Fitbit directly, so figured the 25% discount was worth the wait knowing I won't see it until late next week at the absolute earliest assuming it actually ships by 9/25.

The word "by" implies they could ship it sooner, but I'm not anticipating that.

[Rich_Laue]

As Fitbit users, not Fitbit support I'm not sure how many of us will know what is going on at Fitbit headquarters. 

[thecaringkind]

Pre ordered my Sense in Gold on September 25th. Still waiting. Got a rep via twitter who confirmed my order is 'still in process' and that I can expect to receive the device in 5-7 days once it is shipped. I live in the US on the east coast and I paid for expediated shipping. The ship/release date was supposed to be 9/25. When I click the link in my confirmation email to check the status of the order it goes to a page that literally has ZERO information. I cannot even confirm that I have an order via FitBit's own website! This is poor customer service at a minimum and I have already purchased an Apple Watch and plan to cancel the order  or just immediately return to sender if it ever arrives. Customer service cannot be undersold. As much as I hate the way Apple does business the bottom line is that 9 out of 10 times they are completely tuned into giving the best customer service possible no matter the situation. FitBit, you have to do better!!

[Chuck0429]

Ordered my new Fitbit sense back in September. For the free band and they added premium service but still no watch.  Communication by a company owned by google like this is shocking.  You’d think someone spending over $300 wound receive better more proactive communication.  SMH. Not happy