Haven't received Versa 4 replacement order

[PJamster]

Good day, 

I'm hoping I can get some sort of assistance or satisfaction as the Fitbit team has not been helpful at all. 

I purchased a Fitbit Versa 4 on a whim back in December, 2023. I traveled to Barbados and both the sleep tracker and heart rate monitor stopped working the same day. Since then, I've arranged to have the device returned after exhausting all the troubleshooting options. The Fitbit team offered to also add in replacement straps for the inconvenience, which I received in January. They've received my returned device and confirmed receipt and promised to my replacement. February I reached out again and still no device. I've received several emails stating that the replacement has been processed and it should arrive in 5-7 days. To date, I have not received an actual tracking number so I can know where my product is. I've spoken to supervisors Dayana and Julio over the phone and both reassured me that the device would be shipped expeditiously. That was the middle of March. To this day, I still have not received any kind of information on when I'm going to receive my replacement and I'm frankly and rightfully pissed off. They say the order was placed through Google so they can't see anything from their side and told me to contract them. Google says they can't see anything because it was done through Fitbit. At this point, it seems as though no one knows what is going on. I've never dealt with a company so frustrating that just can't seem to get this issue resolved. Unfortunately, I purchased the watch from a Kohl's and I can't even return it there since Fitbit already has the faulty device. 

I'm complaining and venting here in hopes someone can give me some sort of closure to this matter. I'm tired of feeling as though I am begging for something I paid for. The icing on the cake was when I received an email last week from a different Fitbit member, asking for information that I've provided several times. Insulted doesn't even begin to explain how I feel currently.

If anyone has any insight or resolution on what I can do, I'd be very grateful.

Moderator Edit: Clarified subject

[Guy_]

Hi @PJamster - I'll raise the issue to a moderator in case they can find out what has gone wrong as it is clearly not normal.

[LiseRobert]

Crikey, that sounds SO frustrating!!!

I can only assume that you are in Australia (reference to Kohls?) and I’m not sure whether standalone FITBIT stores exist there - so failing that, I would suggest you contact Fitbit once again and email them a copy of your message on this platform - so they can read how ridiculous the story reads and how they are being! 

Clearly, for WHATEVER reason, your replacement order has gone very wrong. The simple fact that they cannot seem to provide any tracking details is testimony to this.  Seeing as it’s been over 2 months and they cannot seem to successfully get a replacement to you,  I would insist that they provide you with an alternative option; a voucher for a brand new Fitbit that you can either order yourself online OR a full refund so you can purchase your own replacement in a physical shop (like Kohls or wherever) 

This sort of thing is so frustrating as it seems, (through no fault of your own), you’re stuck between a rock and a hard place. And it’s more than likely a technology glitch on their bloody system! 

i wish you lots of luck and patience and hope this is resolved as it’s very concerning for other Fitbit users to hear. 
keep us updated.
Good luck

Lise

[PJamster]

I actually live in Barbados, but I was having the replacement sent to a relative in the US. I will attempt to contact them again and inquire about getting a voucher so I can place the order myself. Clearly something is going wrong with them requesting it as a replacement, but the additional straps that they promised arrived as expected, so I don't even know what the issue could possibly be. What's also frustrating is the lack of following-up to ensure I've received my device. This entire experience has honestly soured my taste of Fitbit on a whole and I can't see myself purchasing another device in the future. If it were possible to get a full refund, I would honestly look elsewhere for a device.

Thanks for the well wishes. I'll update if I receive any further word. 

[LizzyFitbit]

Hi there, @PJamster. @Guy_ and @LiseRobert Thanks for stopping by to help our friend.

@PJamster Thanks for the detailed information, and the time taken to contact our Support team. I understand your frustration and I apologize for this inconvenience. This isn't the type of experience that we want you to go through and your feedback is appreciated as it'll help us to make sure this doesn't happen again.

Because you have a case created, I forwarded your comments to our team so they can look into your details and provide you with more information about your order. Please keep an eye on your inbox, you'll receive an email shortly.

[PJamster]

Thank you for your reply. Unfortunately, I still have not received any kind of information on what is going on and I'm having serious dejavu. What is so difficult about this situation that I can't get a definitive result and a tracking number so I can monitor the package? On at least 3 separate occasions I was told the order was being processed and to look out for a tracking number, none of which ever came through. Is it because the request is being sent through as a replacement? Would it make a difference if it was ordered as though I'm ordering for the first time?

I'm really at my wits end here and I feel as though I'm begging for a service I've already paid for. I would hate to have to explore legal options for an issue as small as a watch, but it's seriously looking like an avenue I have to try. 

I'm asking for assistance again before it has to go that route. 

[PJamster]

Hi Lizzy. I'm reaching out again because I still have not received any kind of email or followup to this matter. Please advise