Fitbit, Inc.

We have located the case for the customer in our systemWe have reviewed the case, and we will be reaching out accordinglyThe customer can expect a response to their original case within the next business day

Initial Business Response /* (1000, 5, 2015/04/13) */
We have located the case for the customer in our systemThe customer can expect a response to their original case within the next business day

Initial Business Response /* (1000, 5, 2016/01/19) */
We've located this case in our *** support system and we'll provide additional assistance through this case

We have reached out to customer via our email channel and continue to reach out to move towards a resolution

We will assist the customer in our system

Initial Business Response /* (1000, 5, 2016/01/20) */
We have located an existing case in our system for this *** and will reach outOur warranty policy does not cover lost trackersWe will evaluate and assess the handling of this case

Complaint: ***I am rejecting this response because: it is vague and offers no solution or timeframeI have already been told multiple times that someone will follow up with me and they have not. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/21) */
We have received the complaint and will reach out to the *** via our internal CRM
Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Very pleased with the way
Fitbit handled my complaint

We have located the customer in our system and will assist

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We have located customer's case in our internal CRMWe have offered a 25% discount as customer is out of our one year limited warranty but will continue to reach out to user to move towards a resolution

We have been in contact with this customer, and are working toward a resolutionWe will follow back up with her via emailThe customer can expect a response within hours

Complaint: ***I am rejecting this response because:They continue to send defective merchandise and are unwilling to help with questionsI ask for actual phone calls and was promised one and no one calledIn one day, I was hung up on three times, belittled, and told what I 'was going to do'This is not fairI paid for a working product two months ago and still do not have one. Sincerely,*** ***

We located customer's case in our internal CRM and we'll continue to assist through that channel

Initial Business Response /* (1000, 5, 2015/09/18) */
We have located the case for the customer in our systemThe customer can expect a response to their original case within the next business day
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT
accept the response from the business.)
I is unacceptable that a process should take over one month to be resolvedWe started the complaint process back in late August regarding the fitbit not workingIt should not take any reasonable company 2-weeks to verify if and address, and amount of payment is correctAdditionally, I sent them a copy of the purchase receipt and the retailer it was purchased fromBasically, fitbit said they would do absolutely nothing to resolve my problemI have sold my current residence and may not be there when the refund comes as in 2-weeks I may be out of the residenceAt a minimum I want all buyers to be warned that this company's customer service and refund policy is horrendous!
Final Business Response /* (4000, 9, 2015/09/23) */
We have reached out to this customer and confirmed his refund is being processed in the time-frame we originally providedBecause the transaction did not happen on our web store, we are unable to expedite processing his refund
Final Consumer Response /* (4200, 11, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not doing anything differentlyIt has been over days and we started this process back in AugustThis hsould have been taken care of back thenThe representeative said my refund was processed on 09/10/and it shouldn't take 14-days to provide a tracking numberThe only reaching out is by emailI would like a tracking number asap to make sure they have done what they said they will doI'm considering taking legal action against them since their device gave me a skin rash and was grossly defective, perhaps then they will move in a more expedient mannerThis is absolutely absurd that it takes this long to verify my address, amount paid, etcAll of this information was provided to them so there should be no delayIt feels like they are just taking 2-weeks for no obvious reason but to just take 2-weeksAll of the information they asked for I provided imediately and it takes them several days sometimes to respondThis is about the worst customer service I've ever received from a companyI should have brought the device from Cotsco as I would not have had this problemI really hope that other consumers will not buy this product

Complaint: ***
I am rejecting this response because: The business has emailed me just to ask what the issue isI haven't heard back from themThey haven't offered any compensation at allI am still with broken trackersSuch a waste of
moneyThis company has poor customer service, they don't care about their customers what so ever or this would have been fixed alreadyThey just want to keep trouble shooting, which is a waste of my time because I've already done that with several people
Sincerely,*** ***

We have located the customer in our system and will continue to assist

Revdex.com:I wish that the company would respond to Revdex.com so that customers or potential customers can have all
of the information to make an informed decision but they have chosen not toI have reviewed the response made by the business in reference to complaint ID***, and find that this resolution will be satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/11/23) */
We have found a case for this *** in our system and will reach out to him
Initial Consumer Rebuttal /* (2000, 7, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Provided me with a refund

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***