Will my replacement ever be received

[Amyvin]

I’m really disappointed in Fitbit’s customer service, at first I was very happy, my device stopped working, I was told to send it back and they will issue a replacement, expressed my concerns that I am going away etc, the replacement will be expedited; lovely, greatly appreciated! After many live chat conversations with advisors telling me multiple different things about my device, oh we’ve received it ( know I have my tracking details to tell me this), actually no we haven’t? it’s processed, no it’s not, now wait for an email etc. 

Does this email regarding the replacement device ever get received? As I still haven’t got one! One advisor suggested to me I would be able to purchase another fitbit in the meantime, fully use it then just return it and I would be able to receive a full refund? WHAT? How does this make sense! You don’t purchase items to use then return, that’s ridiculous! if it takes 3 days for me to receive a new device, that I can then return once my replacement has been received then why not just send me the replacement? Shocking! 

Unable to speak to anyone in the replacements team and just get told to use the live chat, but they suggest they are unable to do anything also, just wait for an email that never comes! 

[EstuardoFitbit]

Hi there @Amyvin, thanks for being a new member of the community. 

I wanted to express how much I value your input and apologize for any inconvenience.

I noted you got an update from our shipping department, and they are now assisting you. My finest recommendation is to maintain chatting with them because they will absolutely carry this to the final instance in order to assist you.

You can learn more about our shipping process here "About Fitbit purchases and shipping".

[Amyvin]

Funny how now I am getting a response after multiple live chats who are unable to help me. Thank you, yes I have now received the email, however no replacement device has been ordered, I was told that once I receive the email they’ll take my address which they have, and the replacement will be expedited and sent out next working day. Please can you assist me further? Many thanks, Amy 

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I have just spoken to an advisor via call, again they suggested that I should purchase a device to use until I receive my Fitbit. I’m sorry this is shocking! So I can guy one to use and then return, which fitbit can then only resell as a refurbished item, surely loosing out money, and that can be shipping sooner than a replacement? Why can’t the replacement be shipped out in the same time period? Beyond shocked at this! It’s the most ridiculous thing I’ve heard.

Moderator edit: updated post.