Unsure how to move forward with Fitbit/Google Store

Rommie2021

Can anyone help please? I've typed these details so many times to Fitbit and Google Support that I will try and provide a brief timeline. 

End of June - got in touch with Fitbit support because my trusty Versa Lite had died. It was old and out of warranty so they couldn't help but kindly provided a discount which enabled me to buy a new Sense 2. 

Somewhere around 8 July - my new watch arrived and I excitedly put it on and wore it. 

When the battery ran out, I put it on charge overnight and nothing happened. I tried a different plug head and  different sockets but still it would not charge. 

21st July - I went through the Fitbit app to report it as faulty, spoke to someone who said they would arrange a replacement and sent through the labels for me to send it back. As it was a brand new item and I didn't know if it was the watch or the charger that was the issue (and because I'd been told I would get a  replacement) I boxed everything up ready to send. 

4 August (I went on holiday in the meantime) - Sent package back to Fitbit. 

10 August - I received a package containing only the 'pebble' of the watch. This was no use to me as I had no straps, no charger and no box. I contacted Fitbit support who told me they would send the missing items. 

11 August - two envelopes arrived, one containing a large strap and one containing a charger. I contacted Fitbit support again, asking why, as I had returned a boxed new product to them, I had not received a boxed new product in return, and pointing out I still did not have the second smaller strap. They said there was nothing they could do except send me the smaller strap and asked what colour I wanted. I told them the colour I wanted as per my original order and the same as the larger strap. I asked if I could return all the pieces for a full refund as I was not happy and they said I would have to speak to the Google Store. 

12 August (Today) - I received an email saying the smaller strap was on the way. And it's white, not the colour I asked for. So I now have pieces of a watch, which don't match, and no box. I went on to the Google Store help and they won't help me. They just keep telling me to speak to FitBit support, which I've done! I asked if I could just return everything for a full refund, and they said no because I didn't get in touch within 15 days. But I did! When you go to report a fault with the watch it takes you through to Fitbit support; it doesn't tell you that you must go straight to the Google Store if you want a refund. In actual fact at that point I just wanted a brand new product that worked - I wasn't fussed about a refund. I would have been happy with a full exchange.  

If I bought a product from a shop, or even an online store, and it didn't work, I would take the whole thing back, in it's original packaging and I would receive a new replacement in packaging. They wouldn't just hand over pieces. I don't understand why this isn't happening for me and why I can't have a new product in a box when I've done everything right. 

Can anyone suggest what I can do next. I've sent a complaint email but am not anticipating the response changing. 

Lizzie2995

Hi they did the same thing to me, basically stole my fitbit. I sent mine back in the original box with everything it came with and in return they sent me back a reconditioned pebble. After endless chats and calls I told them I would issue small claims in Europe (they are registered in Ireland) they agreed to refund the cost. Not got the funds yet, but it has been agreed.
I’m sick to death of these huge Companies who think they do what they want regardless of consumer law.

Rommie2021

@lizzie2995 Thank you! 

Was it Google Store or Fitbit that you made that threat to? 

powerful_Rogue

Rommie2021 said:

@lizzie2995 Thank you! 

Was it Google Store or Fitbit that you made that threat to? 

If you're going to threaten legal action, be prepared to follow it though, otherwise there is no way back after that.

There is also the complications regarding the jurisdiction of the claim.

Rommie2021

When I go to the Fitbit support page now it says I have an open case and that it’s a refund request. So maybe something is getting through, although it’s said Processing for 48 hours now! 

Rommie2021

To update… about two weeks ago, I got my money back! I had to file a money claim with the courts to get it, and initially they only refunded the cost of the watch and not the court fees. But we got there in the end. And I am never buying a Fitbit again!