Shipping issue with EU order

[michaela.morav]

My story with the fitbit order below:

all started when my previous Fitbit Charge 3 broke down and I asked for a replacement offer. (#40749744)- I´ve chosen 50% discount for a new device.

I placed my order for Fitbit Sense  ( order number 1hppmbhe7qsei) on 5th May and was supposed to receive it on 7th May.

The order was "on hold" in Netherlands for 5 days and then shipped back Fitibit warehouse.

I was in touch with the DHL and they told me that the shipper is responsible for filing additional paperwork (there was a suspicion of transporting dangerous goods). I was told on  a customer live chat that everything is fine and I should receive my order till the end of the week.

This doesn't happen. I got a refund for the shipping costs and the order was sent again.  ( order number 3CEA2ZTUC).

The order was again stuck in the Netherlands and shipped back Fitbit warehouse again. 

I was in touch with the customer support everyday since it was again on hold and told that the higher tier of support is investigating and they will let me know.

I was told that I should contact DHL (case number 40962074) - the DHL told me the same as written above.

Also I got another case number 41002940 (again I was told that the higher tier of support is investigating) and a new replacement order should be sent again NYHW9TJML as expedited.

Guess what ? The order is again stuck as on hold in NL because of the same reasons above, and the DHL contacted the shipper several times but noone replied.

I haven't received anything till today (26th  May), I am too tired to be in touch with someone from the  customer support everyday and always hear the same.

Has someone same experience ?

Moderator edit: subject for clarity 

[Odyssey13]

Hi @michaela.morav I've notified a moderator to stop by to assist you. The problem seems to be with DHL international. Sorry this has happened to you.

[LiliyaFitbit]

Welcome to the Fitbit Community, @michaela.morav. It's nice to see you around and thank you for your help, @Odyssey13.

@michaela.morav I appreciate your participation in the Forums and sharing your experience. I understand how frustrating this is for you, thank you for your time and feedback. We're constantly working on improving our devices and user experiences, and your comments are always welcome. I've confirmed that you have an open case with our Support team. I know they will be glad to help you out and provide a solution. Please keep working with them since they have already all the details and special tools to continue assisting you. 

See you around.

[michaela.morav]

Hi,

@LiliyaFitbit I´ve opened several case numbers with support team, been in touch with them everyday, but they are not very helpful  and they keep sending me replacement orders instead of getting me a refund which I asked for a several times. 

This is not frustrating, this is the worst experience I´ve ever had and I don´t want to have anything in common with Fitbit anymore (and I was your happy user since 2017). I am disgusted.

BR,

Michaela

[LiliyaFitbit]

Thank you for your reply, @michaela.morav.

I am sorry that you are going through this situation, I totally understand how you are feeling. It seems that your case is under review and our Support team should be contacting you soon. Please keep an eye on your inbox. Thank you for your patience and understanding. 

Have a good day.

[nbalu]

Greeting I have the somewhat the same issue.

I've made an order any prepaid for it in end of 2021 (Dec. 21). Order info on my purchase summary: Order #: 0yu2g6wksko6s

The parcel was delivered back to the Netherlands and not that I would need them as we've bought bands for my wife, though I'm not sure if the parcel was refunded or not. And I have no clue where can I reach anyone on the store page to assist. Very confusing that not even a number / email address is available. Can you please take a look. Not that it was a huge purchase but it's still almost 87 Euro.

Thanks for your support,

Bálint

[Odyssey13]

https://myhelp.fitbit.com/s/support?language=en_US  try the chat feature? I've asked a moderator to stop by to address this.