Fitbit, Inc.

Complaint: [redacted]I am rejecting this response because:  They haven't contacted me.  They just glossed over the complaint and haven't offered any kind of solution. Sincerely,[redacted]

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]

Initial Business Response /* (1000, 5, 2016/01/15) */
We have located the case for the [redacted] in our system. We have reviewed the case, and the representatives involved will be coached accordingly. Because the tracker was not purchased from our store, we have approved a special refund. The...

[redacted]'s refund has been submitted and should arrive within 2 - 3 weeks. This information was provided to the [redacted] on December 30th.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason I'm choosing NO right now is because I just received another email from Fitbit today, January 19th. This states "If you do no receive your refund check confirmation email by January 29th, please let me know and I will investigate." Per Fitbit, it should all start by January 6th. 2 weeks from Jan 6th is January 20th. 3 weeks from Jan 6th is January 27th. My concern is that I would only receive another email two days after the 2-3 week time frame. I've sent a reply 15 minutes ago asking when I will actually have the funds in hand. I don't need another email. After FOUR BAD FITBITS in ONE YEAR, please know that I've emailed Fitbit plenty. I don't need more emails from them. I just want my money back - which is rightfully mine and something they promised to do. They even said "I have requested that your check be mailed via overnight shipping." But who knows if a Tier 2 Support Agent can actually make that happen? I do accept that they are coaching their representatives = as they should. The whole Revdex.com complaint started out because they had not responded to 3 emails in a weeks time. That some concern is back because this lack of staying with 2-3 weeks is concerning.
Final Business Response /* (4000, 10, 2016/01/21) */
We informed this [redacted] that the refund is being processed. We let her know that the turnaround time is an estimate and that she would receive an email once the check is mailed (with overnight shipping). We also confirmed with the [redacted] that we do not anticipate any delays. The refund process is 2 - 3 weeks because the purchase transaction did not originate in our system.

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]

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

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]

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]

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: I still have not gotten a Fitbit replacement 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]

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

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 this customer in our system and will assist.

Complaint: [redacted]I am rejecting this response because:  
The response said, "We will assist the customer via our system. The customer can expect a response...

today."  I can't accept the complaint as resolved until I receive and review the
response from the business.
Sincerely,[redacted]

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

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.

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

We have located customers case in our internal CRM. It looks like we have facilitated a replacement but will continue to further assist customer.

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