Fitbit, Inc.

We will assist this customer via our system. The customer can expect a response sometime today.

Initial Business Response /* (1000, 5, 2015/04/13) */
We have located the case for the customer in our system. The customer can expect a response to their original case within the next business day.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/14) */
(The consumer indicated he/she DID NOT...

accept the response from the business.)
Good morning [redacted],
I'm sorry but mid-June is not what I was promised when I purchased the unit. I called on three different occasions and every time it was to be the middle of April to 4/20/15.
Why would you think middle of June is acceptable? It was a Valentine's Day gift nor Father's Day. If I have to wait to mid-June I think I should at least get a 50% discount.
Why do you advertise and sell and make promises that you cannot deliver.....
Final Business Response /* (4000, 9, 2015/04/16) */
We will continue to correspond with customer in the case in our system. The customer can expect a response to their original case within the next business day.

Fitbit did not do right by me and I had to purchase a new fitness watch from Samsung.   I want my complaint to be filed for others to see their misleading stance on replacements and to see what he'll they have put me through.   Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

We will continue to work with this customer through our CRM system.

Complaint: [redacted]I am rejecting this response because:
 
I have reached out to the company three additional times via two methods and still have not received a response as to when my property will be returned.Sincerely,[redacted]

We will assist the customer via our system. The customer can expect a response by the end of the day tomorrow.

After further communication with customer, it looks like we came to a resolution that we both agreed to.

We have located this customer in our system and will assist.

Complaint: [redacted]I am rejecting this response because: I still have not gotten a Fitbit replacement Sincerely,[redacted]

Revdex.com:The response I received via email from [redacted] indicates that as long as I return the Fitbits I have in my possession I will be...

entitled to a refund of the purchase price of $129.99. I have returned the Fitbits 04/15/17 via USPS/FedEx using the postage paid label sent to me by[redacted]. As long as my refund is actually processed and sent, I accept the outcome of this particular complaint. 
Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: their message to me was that they are not doing anything. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciated your prompted response and handling of my caseSincerely, [redacted]

We have located the case for the customer in our system. We have reviewed the case, and the representatives involved will be coached accordingly. The customer can expect a response to their original case today, June 20th.

We've reached out to the customer using our internal tools and have come to a resolution.

Initial Business Response /* (1000, 6, 2015/08/10) */
We were able to locate a case in our system and have confirmed that the customer has received a replacement tracker. The customer can expect a follow-up email within the next business day to see if there are any outstanding matters.

Complaint: [redacted]I am rejecting this response because: I mailed my tracker in the package [redacted]. I attached the email stating I will get a replacement once I mailed in my...

watch. Fitbit claims they received a watch and destroyed it because someone else did a warranty claim (not even the same style watch I mailed in or ever owned on my account). Fitbit is refusing to refund me the cost of the [redacted] watch, they are refusing to return my watch because they claim they destroyed it, and refuse to replace it because they want it mailed in.
may 14, 2017 1:16am[redacted] a=refused to replace my watch because it was replaced june 2016 based on fitbit records
may 14, 2017 3:08pm- I stated I didn't joined to July 25, 2016 with a surge watch I pad $[redacted] plus tax and the steps I took to fix the watch myself
may 14, 2017 10:31pm-[redacted] a says keeps all accessories and chargers mail back just the watch and fitbit will replace the watch 1 time courtesy
may 15, 2017 12:45pm- I replied with the tracking information and return address for the surge large watch to be sent
may 18, 2017 3:04pm-i replied that the watch has been delivered to front reception desk
may 22, 2017 1:25pm- I replied I hadt heard from fitbit where is the replacement please confirm the watch was received
may 22, 2017 4:51pm-[redacted]- we cant relace your surge because we got a charge hr never paired with your account. contact the store you brought it from for a refund.
May 22, 2017 6:02pm-i replied how can I go get a refund if I mailed in my watch. one of the mail sorter must have mixed up the packages. please send back my watch or replace it. I requested the name of the person who accepted the package and check the contains on the package.
may 23, 2017 7:31pm-[redacted]- we see you addes the surge to your account 8-1-16. we see the surge was removed on 5-12-17 (date I reported it wasn't syncing to my account). we will not return the tracker received because we agreed to replace a surge watch not a charge hr. if you get a lawyer we will not able to help you
may 23, 2017 7:42pm- I replied I mailed in my watch. please replace my watch
may 24, 2017 4:47pm [redacted]- your case was escalated. your watch is working on your account since 5-20-17 so we cant replace it. we need your watch returned to us with all accessories and charger and print my email . fitbit not responsible for lost items we will replace your surge when we get it. the surge watch was not your watch that we got
may 24, 2017 5:09pm I requested a supervisor call me. I said I already mailed my watch they mixed my package without who is also doing a claim. I cant mail something I already mailed. how does my watch sync after accepted by mail in a different state. I requested the records for my watch to see the details that fitbit keeps referring to as why they wont replace my watch
may 24, 2017 6:40pm [redacted]- the surge watch you got was not on your account. please mail your watch all of the contains and your receipt. print this email and we will replace the watch
may 24, 2017 6:52pm I requested the records again. stated I cant mail something I already sent to fitbit. I requested my watch be mailed back to me and I pointed out the kelsy stated they got a surge and becky stated they got a charge hr watch
may 24, 2017 11:18pm-[redacted]- please be advised the surge watch we got was deemed defective so we recycled it. we cant disclose etails of the watches. a police officer may contact us for the information.
may 24, 2017 11;30pm I asked why would you destroy the watch instead of mailing it back to me if they wasn't going to replace my watch. I requested a replacement and filed Revdex.com complaint.
may 25, 2017 3:53pm [redacted]- I handle Revdex.com claims. we cant send the charge hr because it was someone else and we sent them a replacement so we destroyed it. we will not replace your surge because its not under warranty
 
 
 
 
 
 
 
 
 
 
 
 
 
Sincerely,Savannah Clark

We have located the customer's original case in our system, and will continue to assist them there. The customer can expect a response within the next business day.

Initial Business Response /* (1000, 5, 2015/08/13) */
We have located the case for the customer in our system. We have reviewed the case, and the representatives involved will be coached accordingly. The customer can expect a response to their original case within the next business day.
Initial...

Consumer Rebuttal /* (3000, 7, 2015/08/24) */
I'm currently working with Fitbit to resolve the issue. I do not think that it will be resolved till early September. Please keep this case open. Thank you.
Final Business Response /* (4000, 9, 2015/08/25) */
We have located the case for the customer in our system. The customer is still testing the tracker but can expect a response to their original case within the next business day.