Complaint Review: Fitbit

I was replacing my old Fitbit with the Charge5 in January. I had canceled my existing premium membership, but my premium services remained on my account through my billing period (which ended January 18). There was a sale that ended on January 15 for the Charge5 devices with an add-on option to "bundle & save" by adding 1 year of premium + 2-year protection plan for $39.98. I tried to purchase that bundle several times, but the Fitbit system wouldn't allow me to add a new premium membership to my account due to my existing premium membership not expiring yet.

After reaching out to Fitbit via chat and phone call (at least 4-5 times), all customer service agents assured me that the system would recognize that I was attempting to purchase the premium plan. They pushed me to purchase my cart as-is and that I would be prompted to set up my premium plan 3 days after my existing plan ended. Even though that was the suggestion I was continually given, that was clearly not a good choice.

Since that purchase, I've reached out to customer service via email, chat, phone call, and Twitter DM and they have completely ignored me. Every time I get in contact with a customer service agent, they direct me to their support email address, which has neglected to respond to any of my emails past the introductory email.

I was tricked into purchasing the Charge5 and 2-year protection plan at full price. I've been a loyal Fitbit user for years, I have even convinced 5 of my family members to purchase Fitbit devises, but this experience has completely tarnished the brand. Going forward, I'd recommend this to anyone considering a Fitbit device: Do not purchase a fitbit if you expect any level of customer support.