FitBit

I am utterly disappointed in Fitbit and their products! I received an email to replace my Ionic last year. I followed the procedures and received my Sense replacement. I received the face and had to wait a few extra weeks for the bands in order to actually wear the device. I had to replace my band within a few months because the notch broke. A year goes by and all of a sudden the screen pops off. I did not hit anything or bump any thing but the face was just hanging on by a wire. I contacted support and they informed me that my warranty had just expired! I had to pay for an extended warranty in order to get the screen replaced. I did so because I actually like my Fitbit Sense! This happened in May. Here it is 3 months later and now my Sense is stuck in a reset loop. I followed the steps in the forum and even contacted customer service (who was very rude and condescending) and they tried to walk me through different steps with NO luck. I was informed by Thomas that I have to wait for the email to follow the steps on replacing my Sense. I get the email and get this...It's NOT in warranty so they want me to pay 35% off the retail price to replace the replacement! Also, to add insult to injury I contacted the extended warranty place that Fitbit uses, Square Trade, and they also informed me that I had to pay ANOTHER deductible to replace the replacement that was just replaced 3 months ago! If this isn't a money scheme I don't know what is! I am beyond disappointed in Fitbit, their products and their customer service (oh, I forgot to mention I was disconnected from the chat with Marie Antoinette before I called directly!) I was a loyal customer for several years (5+) and have owned multiple devices. After this year, I will NOT be purchasing another product from them!

I bought a Fitbit Surge more than 2 years ago and it has had to be replaced 4 times already. The wristband keeps peeling or straight up breaking at the root I have informed CS of this issue every time I called and now I can even see that they removed it from their shop. When I first asked the CSR why that was, she mumbled something about it maybe being Out of Stock. I was therefore very surprised when I asked to then get a replacement of a cheaper model (so, I paid for a £189.99 model, but because of its manufacturing defects, I was even ready to settle for a £149.99 model) thinking that because of the lower cost, this would not be an issue.

She insisted that she could only replace it with the same tracker (therefore, they do have stock of it).

Clearly, they do have stock for the product, but theyre not selling on the site. Why not? Could it be because there is a clear, known manufacturing defect with this product and that as a result it generates a loss in returned products? Thats my bet for sure.

I have been very cordial and respectful to this company even though my tracker died on me 4 times in a 2 year timespan, yet all they could offer me was to replace my manufacturing defect Surge with another manufacturer defect Surge. What a disappointment.

I am guaranteed to have to call again in 6 months to complain that, once again, my tracker has a defect.

The worst part of it is, the CSR I had on the phone even dared telling me that this was a one time offer that they would replace it. A one time offer? I would not even need this one time offer if your product was as solid as you claim it is.

What. A. disappointment.

Had THREE replacements of malfunctioning Fit Bits over the last few years. Fed up that my last was out of warranty with a band. Just bought a Swatch.

I recently (Nov 2022) purchased a FITBIT Charge2 to replace my old FITBIT Charge2. I have used my laptop (Windows 10) to access the FITBIT data via the FITBIT App. In attempting to setup the new Charge2 device on my latop (Windows 10), the setup failed. I contacted FITBIT and was informed that FITBIT APP NO LONGER SUPPORTS A LAPTOP (WINDOWS 10), THAT YOU MUST USE A SMART PHONE. According to FITBIT this support ended OCT 2022. I researched extensively this issue before purchasing a replcement Charge2...this information was not anywhere... FITBIT IS FORCING CUSTOMERS TO USE A SMART PHONE... I WILL SELL MY RECNT PURCHASE AND WILL NEVER USE A FITBIT DEVICE AGAIN...

FITBIT went downhill after I purchased my FITBIT Blaze. At first, it was great! It synchronized with my phone app. Then later I have so many problems that FITBIT officially left a bad taste in my mouth. I will no longer purchase a FITBIT, nor recommend them
Below are some of the problems that I encountered.
CALLS. My Fitbit used to sync to my phone and I would get notifications on WHO and WHEN I was receiving a call. Then it just STOPPED… The point where I kind of relied on that service, to just randomly no longer works… I tried all troubleshooting procedures only to dig deep in forums stating that FITBIT permanently disabled that service for my FITBIT…Why….?
SYNCHRONIZATION. Now, no matter how many times I try to force the sync between my Fitbit and phone. FITBIT will only sync when it wants too, deeming it useless
LOCK-OUT. My account would randomly log me out! I would get logged out so many times, that it became a nuisance to check the FITBIT App
APP. Fitbit made so many changes to the App that I no longer bother with it. So the intent of what I originally purchased the Fitbit for, has now become an expensive CASIO watch on my wrist.

Kept having to call CS only to never receive an email they said they kept sending. Terrible service. Been with Fitbit for over 10 years. Not anymore

They don't respond to call, don't call back as they promise, chats not forthcoming, giving email address knowing they don't respond to them.

Awful! I feel like I was scammed. Auto-renewal, without any communication via email or text, for a device I didn't use. Do NOT recommend.

The Fitbit is basically a tool that anyone can use to track and quantify activity in the form of activity. That I know of they have three or four different types of devices, some are worn like a watch, some are small (quarter sized?) and they clip on to a belt, bra strap (hubba hubba), or pants pocket (or wherever). I first bought The Flex which is a wrist band. I had it only for a week and my wife had to have one too. We are both in our 40's and we are making efforts to lose weight and be healthier. We'd heard about these at loseit.com. The devices were highly recommended by many in the loseit.com community and for good reason. The Fitbit does a great job of giving the wearer a more clear and accurate portrait of activity metrics (calories burned in particular) than simply guessing based on age, weight, and sex.

I've used mine for about 6 months or so and it's worked great. I love it. My wife used it for about 4 months without a problem but then developed a small rash on her wrist where she wore her Fitbit. She let the rash heal completely, and tried wearing it again and the irritation reappeared almost immediately. She did try to wash the band before trying it again.

This was really not all the drama. I'm going to go out on a limb and guess that the folks at Fitbit are not purposely or inadvertently infusing nefarious bacteria into their wrist bands. We (humans) are living, breathing, oozing, sweating, leaking, bacteria laden creatures. IMHO, Fitbit has absolutely no culpability in this matter which is why we were so surprised by their response to my wife's request for advice.

Fitbit offered to send a replacement unit. In her case, they are sending The One which is a clip version which she'll wear on a belt or clothing.

These folks get it. Rather than shuck and jive, leaving customers to solve the issue on their own or simply lose the opportunity to use the device, the folks at Fitbit are actively guarding their reputations and relationships with their customers by going the extra mile in helping folks with this situation. I've read countless other accounts of them doing the same for others.

Great company, great product, great customers service... and an overall great customer experience.

I have purchased 3 fitbits myself, my husband 2, bought my best friend one, purchased a scale loved it so much that I purchased another for my parents. I have always spoken highly of my Fitbit products until now...
My most recent tracker purchased was a versa special edition At the end of August 2018 for $300. It has worked great until Fitbit changed the app and added this new premium account stuff and I have had nothing but problems since I did the 30 day trial and declined to purchase this add on the tracker was already suppose to do most of these things as my previous ones did.
It started only tracking simple sleep patterns, I messaged them at first they said it was because I wear it on my dominant hand then it was I don't wear it properly. Funny because I know how to wear my watch it's worked fine for just over a year, they spoke to me like I have no idea how to use the product, sent me sleeping tips etc. Seriously not happy, suggested I restart it, update the app which they never told me about until after a week of emails. Next step try to factory reset your Fitbit... guess what now the heart rate monitor doesn't work... well they said your tracker is over the year, here's 25% off of a new one... ARE YOU KIDDING ME! I understand it's just over the year mark but seriously the problem wasn't anything I did. They just want people to but the premium package to have it do what you purchased it for.
Not only did they speak to me like I'm unintelligent and send condescending emails but will not back the quality of their products or care to keep their customers happy.
Never again will I purchase a Fitbit product. My tracker stopped working due to something they did not me...

Paid for a Fitbit along with two day shipping as a birthday gift. Four business days later, there was no Fitbit. My friend's birthday came and went, still no Fitbit. I contacted them via online chat. NO apology, NO explanation - they stated that "the order was processed today and it was shipping out the next day." I asked for a refund of the shipping cost and was told "since it had not yet been charged to my credit card, they could not refund the shipping."

At this point, I am wondering why Fitbit's customer service is not more apologetic and also wondering if I really want to deal with them if the product has any problems. I tell them to cancel the order, since it has not been charged to my credit card or shipped yet. They refuse to cancel the order "because it has already been processed."

Long story short: They shipped the product the next day (OR SO THEY SAY) and it arrived at my home (OR SO THEY SAY) while we were not home for a few days in a row. I never saw it. I refuted the charge on my credit card. Fitbit sent the tracking number to my bank to "prove" it arrived at my home and the bank denied my refund. The tracking number means nothing in terms of me having it in my hand and it would normally be the seller's responsibility to file for insurance when a package just goes missing. But Fitbit is no normal seller! PLEASE save yourself the aggravation of dealing with Fitbit and buy a different product from a different manufacturer! Judging by these reviews, many people agree! Just looked up their BBB rating. They have 772 complaints in the last three years. It takes consistently poor business practices to make that many people angry enough to file a complaint.

I have been a customer of Fitbit for 8+ years. My fitbit battery died and they offered me a 35% discount to purchase a new watch. Well, turns out I can't use that discount on sale items... everything is on sale right now. Unlucky me it died during a sale. So I get to buy a new watch at the same price as everyone else. Thays no discount. So I call to talk to customer service. After being transferred to a supervisor, she sounds half asleep, it sounds like kids running around in the back, people chatting and you could tell she could care less. She was zero help and quite rude. When I asked to speak to her manager she told me she was the top of the line. So I asked for another supervisor, she tells me she's not allowed to and that if I wanted to get another manager I will have to hang up and call back. Never in my life have I been told to hangup and call back. I told her, what if I get you again? She laughed and said there's a good chance you will get me. She said no ody a over her would take a customer service call and I was out of luck. O asked for her name to report her for her piss poor attitude and she gave me her first name. I asked for her lady name or Initial she told me it's customer service policy to not give out thay info. When I said do you think your the only one with that first name she laughed and said probably not. Absolutely repulsive customer service, not just b3cause of the piss poor discount, but the way she handled the situation. Shame on you fibit for allowing your supervisors to be so disrespectful and rude.

It will break in a year then they will give you a coupon so you can buy a new one that will inevitably break in a year. Don't waste your money.

I would never buy one of these, the woke, stupid, and gay commercials have made it easy for me to chose any product besides Fitbit!

On May 8,2021, I pre-ordered a FitBit Luxe as a mothers day gift. After a delay in delivery, the Luxe was delivered on or about June 19,2021. My Mom fully charged the device that night. The following day, as my mom attempted to set the device up, the battery died within 24 hours. As my mom used it week to week, the Luxe would die within 48 hours. Their website says the product should last 5 days (but they do disclaim that can change with use). In an attempt to contact a supervisor to discuss exchange or trouble shoot the issue I have contacted Fitbit through their webchat and phone number. I have contacted Fitbit roughly once the per week since then: once during the week 6/21, once during the week of 6/28, twice during the week of 7/5 and once on 7/14. In each instance they have informed me that they would "send to escalation team" and that I should hear back within "48 hours".

The support associates have repeatedly affirmed that the product is shown to die within 48 hours. But they say they can't do anything since it's a new product so they have to escalate to a higher up to get back to me. Sadly, I have only heard back once, in a non-responsive email on 7/8 asking if the product was currently charging (are they asking if the device was plugged in as we speak? Or if the charger hypothetically worked? Who know! Because after I responded I heard nothing back. The product is sitting in its original box ready to send back once I hear ANYTHING). They have failed to contact me or provide any sort of helpful information even though my return window is rapidly shrinking. I even asked in my 3rd, 4th, and 5th call with them, "Do you have a number I can call to get directly to a supervisor? Can a supervisor call me? Can I speak to your legal division?" They replied, "None of our supervising team is available by phone right now. (Why?) Currently we do not do outgoing call support. (Your call line says if the call drops you'll call me back) We do not have a legal team. (I call B. S.)"

I honestly do not think I have ever had a worse experience in customer service. You know it's a problem when their brand new, new to market product dies faster than I hear back from a customer support supervisor.

Warning - horrible product and even worse customer service.

If you choose to buy this, you are signing up for wasted time, and hell while attempting to track your steps.

I first purchased the product in November. Although it promised to be delivered in 3 days, it took 10. This was November (way before the Christmas rush). I wish that was the worse problem. After wearing it for two (2) days, it stopped working. It STOPPED working! I called customer support and followed the representative's instructions - and there was no change. Then I called again, then someone with a worse accent attempted to walk me through the "fix," and I believe I did what he said, but no surprise, it still did not work. FYI, this is with "premium" support. It was super hard to understand the representatives. Finally, after having the product for 10 days and talking to 2 reps and and it only working for 2 days, I asked to speak to a supervisor as to return their defective product, you have to PAY more money. Imagine that - you get scammed, and they make you pay for it. "Linda," who wrote perfect English advised me that it looks like the last two reps did not know what they were talking about, and there was a quick fix to my problem. I just wanted my money back as it should not take 3 calls and a premium membership to get a supposed fix (I was unwilling to try as I had lost total confidence in the company). Linda refused, so I paid the shipping and hopefully I will get my money back. For this scamming company, I am not overly hopeful. I wonder how many people actually like the product. It is probably much more likely that people just become exhausted from all the wasted time with customer service and cut their losses.

Do NOT WASTE your money! If you have money, contact me - I have some student loans you can help me pay off. Happy Holidays.