It's been more than 2 weeks since I got my Sense. I really like it. This is probably the fourth Fitbit I've had and I thought I would continue on with then forever. Until... I dealt with customer service.
I paid for overnight shipping. It didn't come the next day. I reached out and customer service told me I had missed the cut off for receiving overnight. Weird... I didn't see a cut off time on the site when I was buying and checking out. When I proceeded to make a case for getting it refunded I had to get in touch with Fitbit 2 more times since I hadn't gotten contacted by a customer service manager. Days passed and I was told, in a belligerent and canned way, that this was policy and they absolutely CANNOT go against policy. I got my fourth email on the subject today. This was after three online chats and a phone call. Laughable.
The money doesn't actually matter. The experience does. I will never buy another Fitbit... all because of this experience. The lifetime value of a customer is far more than express shipping costs... this is the epitome of penny wise, pound foolish.
A customer-focused company should care about every interaction. Fitbit has demonstrated to me, it does not.
