Does email confirmation a refund will be made matter?

owain88

Hi,

I have a Fitbit Charge HR that was purchased for me as a gift from Argos. I am unable to obtain the receipt from the person who purchased the item.

I emailed Fitbit to inform them that the strap is starting to come away from the tracker. I looked on the Fitbit website and the Charge HR costs £119.99 and the Blaze costs £159.99. I asked to pay the £40.00 difference and upgrade to the Blaze.

I was informed "Unfortunately we're unable to exchange trackers for different models (for example, we can't exchange a Charge for a Charge HR). If you want a different model, return the tracker you have, prepaid, for a full refund issued to the credit card on file. With your refund you're welcome to make any other purchase on fitbit.com."!

I ordered a Blaze and requested details to send my Charge HR back. They are now refusing the refund the Charge HR and will only exchange it. Do I have any rights to a refund based on what they emailed me?

Thanks,

Owain

System

Have you replied to them and reminded them of the content of that email? If so what was the response?

If not, then that should be your first step.

People may be able to give better advice if they know why the refund is now being refused

Fosterdog

It sounds like they thought it had been bought directly from them originally, why else would they say they would refund to the credit card on file? They wouldn't have payment details if it was bought from Argos.

You are also basing it on £119.99, that may be the current price directly with Fitbit but they were on sale almost everywhere over the xmas period, I personally saw them selling for £99 in Argos at the time and some places had dropped as low as £79, I did a lot of shopping around as I bought one as a gift myself.

As this was a gift you have no rights at all with it, the person who bought it should contact Argos as the retailer and see what they say, they may be able to do the exchange in store as long as the receipt or proof of purchase is provided. Although they don't have to allow an upgrade to a different model and can insist on it being a direct replacement. They may also want to have it sent to Fitbit for a repair or manufacturer exchange which they are allowed to do.

owain88

Their response was:

"We're very sorry for the confusion on our end.

It seems there's a misunderstanding before about the refund. This is not the customer service that we want you to experience.This would be a fault on our end.!

Since you're tracker isn't qualified with our refund policy, the only thing that we can offer to you is to replace your Charge HR. We really understand your disappointment on this matter.!

Moving forward, please provide us your prefer color and size of your Charge HR for us to proceed with the replacement."

Normally I'd have no issue with this. But I have spent £159.99 on a Fitbit Blaze from them in the basis of their original email confirming that they would refund my Fitbit Charge HR.

Fosterdog

You can cancel your order for the blaze and get that refunded. Their email did specifically say to send back the old one for a refund and you're welcome to use the refund to make any purchase not to go ahead and buy it before your refund. You jumped the gun on this one and it has backfired.

neilmcl

owain88 wrote: »

Their response was:

"We're very sorry for the confusion on our end.

It seems there's a misunderstanding before about the refund. This is not the customer service that we want you to experience.This would be a fault on our end.!

Since you're tracker isn't qualified with our refund policy, the only thing that we can offer to you is to replace your Charge HR. We really understand your disappointment on this matter.!

Moving forward, please provide us your prefer color and size of your Charge HR for us to proceed with the replacement."

Normally I'd have no issue with this. But I have spent £159.99 on a Fitbit Blaze from them in the basis of their original email confirming that they would refund my Fitbit Charge HR.

Except it's not your refund is it. Even if they did refund it would have to have been refunded to the original payment card, which of course isn't yours.

marliepanda

1. You didn't buy it.

2. You don't know they spent £119.99 on it. As others have pointed out it became much lower at one point.

Sorry but you have not shown your initial email to them. Did you tell them you had recieved it as a gift and didn't buy it yourself? if they gave you information based on inaccurate info from yourself that it not their fault.

owain88

Fosterdog: That's what I've done now (requested a refund for the Blaze). I don't feel I jumped the gun. I had no reason to believe they wouldn't follow through with what they offered in their email. I didn't want the period between receiving the refund and delivery of a Blaze without a Fitbit as it's quite important in my fitness/exercise programme.

Neilmcl: No idea in the point of that comment, neither helpful nor necessary, I'm simply asking for advice. I didn't say it is my refund, I said it is my Fitbit Charge HR. Given that they said they would refund it I felt I had no reason to be concerned.

Marliepanda:
1. Correct.
2. I see your point and I could see that people may buy it cheaper and return to Fitbit to gain money from this method. Although Fitbit would know the price at Argos when I started using it, which is presumably marginally before I registered it with my account. Additionally if they pointed this problem out at the time I'd have no issue with it.

I said nothing to mislead anyone at Fitbit. I contacted them because my tracker is damaged through a fault that is common with the Charge HR. As it is a common issue I would expect them to take ownership of the problem. They have taken ownership by offering an exchange. My problem with this is that they offered me a refund. Had they not offered me one I would have no problem with it.

In any case, from some of the helpful comments above I now know that offering a refund in correspondence has no guarantee to it and that I have to accept I will not get a refund for the product. That's all I wanted to find out.

Thank you to those who helped.

neilmcl

owain88 wrote: »

Neilmcl: No idea in the point of that comment, neither helpful nor necessary, I'm simply asking for advice. I didn't say it is my refund, I said it is my Fitbit Charge HR. Given that they said they would refund it I felt I had no reason to be concerned.

The point being is you keeping talking about getting a refund and I was making it clear that as you're not the consumer you're not entitled to a refund anyway.

Poppie68

Have you spoken to the buyer, they should be able to get a refund from Argos and pass it on to you.

[Deleted User]

Poppie68 wrote: »

Have you spoken to the buyer, they should be able to get a refund from Argos and pass it on to you.

Do people still talk to each other ??? :rotfl: