I had a Sense that was draining battery very quickly (would last about 2 days on a full charge). I contacted Fitbit several times, and they eventually told me to send back my Sense, and when received, they'd send me a replacement. Fitbit provided a mailing label. The Sense was sent back with the label provided on December 22nd. Since the first week in January, I've contacted Fitbit 3-4 times to inquire about the status of my new device. The first time, they told me the Sense was scheduled to arrive at their facility the following day. I followed up a week later, they sent me my tracking number, which showed a delivery date of 1/10/22. The next day, the delivery was showing as "Pending" and has not changed since.
I have now been without my fitness tracker for a month, and Fitbit has refused to do anything about it. I have sent back the defective device, as I was instructed, and a month later they cannot provide anything more to me other than "your concern is noted, and I will update your case". How is this possible??? A month later, it is very clear that I sent back my device, Fitbit has the tracking number, and I am still without a new device, and absolutely no estimate on when I'll receive one!?!? This is the absolute worse customer service I've ever experienced in my life!
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