Versa 4 order hasn't arrived

[Oliviaj6]

I ordered my watch on Sunday 27th November, it says 2 working days for delivery. I have followed up on the live chat everyday since Wednesday 30th November and the customer service agents have all told me different things. 

- They have changed the delivery to 5 working days (this breaches the terms of my sale)

- That there are issues with weather in the Netherlands (this is a lie as I checked with my friend in the Netherlands)

- I should continue to wait.

I have been completely fobbed off and literally thinking I have been scammed out of my money. None of the agents have helped. They said this has been escalated to management and someone would contact me, still nothing. I have been a Fitbit customer for a very long time and cannot believe the poor customer service, lack of information and disrespect for all the lies. I have been conned out of my money and they won't give me a refund until I return a product I don't have. Please let this serve as a warning to others.

Moderator Edit: Clarified subject and word choice

[Odyssey13]

Hi @Oliviaj6  I've asked a Fitbit Moderator to stop by to assist you. So the Fitbit you ordered is going to Netherlands?

[Oliviaj6]

Hi

I'm in the UK but have been told something about the Netherlands. Honestly I've been passed from pillar to post, I have no idea anymore. I don't think this even exists!

[Wvgal26378]

I am going through the same thing with my Fitbit Versa4.  I ordered it on black Friday with 2 Day expedited shipping.  It is now Dec 5 and I have yet to receive mine.  I live in Ohio. No bad weather here.  And no explanation.

[LizzyFitbit]

Hi there, @Wvgal26378. @Oliviaj6 Welcome on board. @Odyssey13 Thanks for the heads up!

@Oliviaj6 Thanks for the detailed information, and the time taken in contacting our Support team. I understand where you're coming from and I apologize for the experience that you've had with your order. Your feedback is appreciated as it'll help us to evaluate and improve our services, as well as prevent this from happening again.

Because you have a case created, I forwarded your posts so our team can look into your order status and provide you with more information. I'd also recommend contacting the courier as they should have specific details about the delivery process of your package. 

@Wvgal26378 Thanks for joining this thread and sharing these details. I went ahead and requested a case on your behalf so our team can let you know more about your order. Please keep an eye on your inbox, you'll receive an email soon.

[Oliviaj6]

I still haven't been contacted. What happened to fitbit good customer service?

[FarisD]

Having the same issue here ordered before black Friday and the shipping is stuck 

[LizzyFitbit]

Hi there, @Oliviaj6. @FarisD Welcome on board.

@Oliviaj6 Thanks for the details, and I'm sorry for this inconvenience. Just to confirm, may I know if you've contacted the courier to see if they have details about your order? I'd also recommend replying back to the last email sent by our team so they can also investigate your order status and provide you with more information.

@FarisD Thanks for joining this thread and I'm sorry your order hasn't arrived yet. I went ahead to check your details and it seems you already have a case created with our Support team. I'm sure they'll continue helping you, so please keep an open communication with them.

[Oliviaj6]

Still no response from management and nobody had been in touch. Feels like I'm going round in circles.

Really poor customer service.

[LizzyFitbit]

@Oliviaj6 It's good to see you here.

Thanks for getting back with those details, I'm sorry for this inconvenience. Every feedback shared by our members helps us to evaluate our procedures and improve our services, and yours is truly appreciated.

While checking your details, I noticed you created a new case with our Support team and received assistance. Please keep an open communication with them and you can always contact the courier to receive more information about Versa 4 order.