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Can't cancel preorder

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‎08-24-2022 12:43 - last edited on ‎08-24-2022 16:54 by Fitbit Moderator

‎08-24-2022 12:43 - last edited on ‎08-24-2022 16:54 by Fitbit Moderator

I have been a Fitbit user for YEARS. When I saw the new Versa 4 was coming out I was so excited and immediately went to purchase it. Only color available was black, so I ordered it. I ordered a band with it as well. Shortly after I ordered I was sent an email that there were more colors available. I really wanted silver. Spent 30 minutes on the phone asking to substitute the silver for the black and they told me that since the band shipped; I would have to wait to get the black one, return it and wait again for the silver one. They will be on backorder until September, so I won’t get to wear my new watch until October. This is very frustrating and I can’t understand why a simple substitution cannot be done for an item that has not even been produced yet. Has anyone else had this type of customer service issue? 

 

Moderator Edit: Clarified subject

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‎08-25-2022 04:34

‎08-25-2022 04:34

Hi, @VickiHQ , I think there must have been some misunderstanding.  The band will not have shipped yet - it is still at pre-order stage.  I would recommend calling back and simply cancelling the entire order.  Then you can start over and order the one you want.

Sense, Charge 5, Inspire 2; iOS and Android

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