Returning faulty products bought from eBucks is an absolutely nightmare

I bought two Fitbit Blazes through my husband's eBucks account on 27 September 2017 and noticed that the one's heart rate monitoring capability was faulty. After searching for solutions on the internet and not finding any, I logged a replacement of the faulty Fitbit Blaze on the eBucks website on 17 November 2017.

The first problem was that even though I provided my own contact details and a different address for the collection when logging the return (as my husband was too busy at work to handle the communication associated with a return), eBucks kept on using the contact details of the eBucks account holder.

After phoning my husband first, I received a phone call from eBucks on 24 November 2017 informing me that they had reported the fault to their Fitbit supplier and after waiting for the last week for their supplier to contact me and try to fix it via the internet and the telephone the fault was now logged as a replacement. This meant that would now receive a new Fitbit.

I received a phone call from a RTT collection driver on the 30th of November 2017 stating that he was on site and asking for me to please bring the Fitbit to him. The second problem. eBucks had not used the collection address I had supp**** them with when logging the return, but had given the driver the original delivery address when sending me my two Fitbits. This was frustrating as it meant the driver was at the wrong address. The driver explained that he couldn't come to collect the Fitbit at a different address (the correct address) and that someone would be in touch with me.

On the 7th of December 2017 I received a call from an eBucks consultant asking me why I refused to give the Fitbit to the driver the previous week. I corrected the consultant and asked that she please resend the driver as he was at the wrong address the week prior. The consultant promised that a driver would come to collect on either the 8th or 11th of December 2017.

A RTT driver finally arrived to collect my faulty Fitbit on the 12th of December 2017. Unfortunately, he did not have a new Fitbit Blaze (the replacement) with him as he was only instructed to collect a faulty Fitbit. After numerous phone calls to RTT I was able to explain to a RTT customer services consultant that I refused to hand over my faulty Fitbit Blaze to the driver as I was promised a replacement watch. The problem was also that if I had given the faulty Fitbit to the driver that eBucks would have had my "money" (eBucks) and my watch leaving me empty handed. The RTT customer service consultant promised to assist me in resolving this issue and also to keep me in the loop with her communications with eBucks.

From her communications with eBucks it now appears that they first need to collect the Fitbit from me in order to determine whether or not it is faulty and only then will they replace it or credit me. This contradicts the communication I received from eBucks on 24 November 2017.

This means that after nearly four weeks I'm again back to square one!