When I returned Surge to Fitbit - ignore

[Ovidijus]

Hello everyone. So I had ordered Fitbit Surge but strap was too big so I had to return it. Fitbit gave me the reference number. They received product on 14th of January. They said I will get my refund in 7-10 working days. Now it is more than 10 days. Actually 13. They keep ignoring my e-mails. So today I have lost money and product. And started to think different about Fitbit....

[YojanaFitbit]

Hey @Ovidijus, thank you for joining us! Sorry for the inconvenience, but I think it should be a good explanation on what is happening.  

In this case my best recommendation is to contact our Support Team, they can check your information and provide you with the best solution based on the information that they have in their files. You can reach them via chat or calling them too at:

• US/Canada: (877) 623-4997 from 4am to 9pm (PT).
• UK: 0208 865 3243 from 9am to 6pm.
• India: 000 800 100 4540 from 10am to 9pm (IST).

Keep me posted with the outcome! 

[Ovidijus]

Hello. So they sent an e-mail to me (after 2 hours I have posted in forum)， that they will refund my money using SWIFT. They say it will take 3-5 weeks to refund! SWIFT takes 2-3 days to transfer money and for some reason they need 3-5 weeks...

[YojanaFitbit]

Hi @Ovidijus! Thanks for replying. Wow! it sounds like a long wait. Did they mention why is this taking this time? You can ask them, there must be a reason why. Good thing is that the request is being started already. Hope you can get your refund faster, but remember that everything is a process and sometimes it takes a couple of time to finish. I would ask before to get any conclusion, I don't think they wanted you to wait this time with no good reason. 

I'll be around! 

[Ovidijus]

Hello. This is what they said: “Upon further confirmation with our finance team, they will be initiating a wire transfer instead.” I had paid using Paypal. So God knows why they want to use wire transfer, and not Paypal...

[YojanaFitbit]

Hello @Ovidijus! Thanks for you timely response. In this case, I think that as Fitbit has being using Wire transfer for a while, in order to do all their electronic funds transfers. And this method has being working for them, they continue doing it in this way. You can let them know your feedback in regards on how they do this process via email, if you wish. But at this point, we can not change the time frame that it will take; so let's hope it takes only 3 weeks.

Thank you for your understanding.