Unsatisfactory service from Dischem Online.

On the 5th of May 2020, I purchased a Fitbit from Dischem Online. Unfortunately I live in Newcastle, where none of the stores sell Fitbits, therefore it’s impossible for a consumer to actually view the product before purchasing it.

Be that as it may, I purchased the watch for my mother (for Mother’s Day) however she preferred keeping the one which she currently has.

The order was delivered to me on the 15th of May 2020. I might add that I contacted Dischem a number of times telephonically requesting that the order be sent to me in time for Mother’s Day if possible. I was actually told that it will be received before such date, however was never.

On the 20th of May 2020, I attended the Dischem store in Newcastle to request a refund. The box was opened, however the watch still had its protective seal over, same was never tampered with, and neither was the charger.

I was informed that I cannot be assisted, because the store does not stock the product and therefore the item will not be visible on his system. I was then told that Dischem Newcastle will contact a store which does stock Fitbit, and query as to the procedure to carry out a return.

I was later contacted telephonically on that date, and informed that Fitbit needs to authorize the return, and furthermore, they will not authorize this return due to there not being any defect with the product.

I found this strange, because as per Fitbit’s return policy online, it is stated “ If you are unsatisfied with your purchase from Fitbit.com for any reason, you have 45 days from the date of shipment to request a full refund”

This in my mind is interpreted, that should someone make use of the product, and thereafter within 45 days not be happy with the product, they may return it. In my case, the product was never even used.

I thus sent an email to Fitbit directly, advising them of my position. I was advised: “Please return your unit back to the store of purchase with everything and the sales invoice and advise them to send the collection request to us“

I therefore contacted the Dischem online store again, and informed them of the above.

I was then told that Fitbit will collect the item from me. Three weeks lapses and no collection was made.

I sent a follow up email, and was then told that I should take the item to Dischem. Same was done on the 12th of June 2020, and confirmation was sent to Dischem advising them that the product is now at the Newcastle store.

On the 21st of June 2020, I followed up, only to be advised that the item was not collected from the store.

Today is the 30th of June 2020. I am uncertain as to where the item is. I haven’t heard anything from Dischem. I am uncertain when I will receive my refund.

I am extremely disappointed with this kind of service received from such a large chain store.