No updates on returned device and no way to complain

[plokijuhygtfrde]

I returned my versa 4 due to ongoing issues with it's GPS. The device made it to fitbit over 2 weeks ago. I have asked for an update on the status of the return three times now and all support can tell me is that it has been escalated to the relevant team. I've been told they will get in touch with me within two days - this has not happened. I have asked for a timescale for the return and have been told this isn't possible. I've asked how I make a formal complaint and have been told that fitbit don't have a complaints team so this isn't possible either.

Ultimately I have returned an expensive device with the promise I will receive a new or repaired device but have not been given and am unable to access any information on when I should expect any update on this. Will it be tomorrow? Will it be in three months? Who knows?!

How do I get any updates or make a complaint beyond this forum?

[Talahthas]

Welcome to the Fitbit community, @plokijuhygtfrde!

Sad to hear about your previous experiences regarding support for your Versa 4. Quite a few users have reported that getting in contact with Fitbit support via X (formerly Twitter) is the most reliable way.

Fitbit Support Contact 

I'll keep my fingers crossed.

[JuanFitbit]

@Talahthas , Thank you for your help.

@plokijuhygtfrde , A warm welcome to the Community! Thank you for your message. 
We’re experiencing shipping delays.

As soon as your order ships, you’ll receive an email with your tracking information. If your email address is associated with a Google account, you can check the status of your order here.  If you have further questions about your order status, contact us.

Sorry for the inconvenience. 

[plokijuhygtfrde]

Thank you for this @Talahthas and@JuanFitbit.

@JuanFitbit I understand that there are delays but what I am looking for is some indication of when I will get my device/how long that delay is. As it stands, it is indefinite so I have no idea when I will have my device back. Are we talking a week or a month or a year? I have seen nothing and heard nothing since the courier sent confirmation that my device was received.

I use my gmail address for fitbit however when I click on the option to check my order it says 'Sorry. We couldn't find any return or replacement requests associated with this account.' That doesn't seem right either - could you help clarify why that might be?

Grateful for further support here.

[JuanFitbit]

@plokijuhygtfrde , Thank you for your message. I get where you are coming from and understand your point of view. 

From here in the Community I do not have access to your order or any info in that regard, so I cannot check the schedule or time frame for your order. 
In your case, try the steps described here. How can I track my Fitbit order?

[plokijuhygtfrde]

Thanks @JuanFitbit 

I received no confirmation email following my return so none of the steps in the link you provided worked. 

I understand you can't provide any information about my specific return but can you put me in touch with someone who can? The people on the customer support chat haven't been able to provide any information either other than to say that the shipping team have delays.

I'm really struggling with this and the complete lack of access to information.