ComplaintsforFitbit, Inc.

Computer Hardware

Additional Complaint Information

Customer Complaint:

Fitbit Inc. came to BBB’s attention in September 2011. A review of complaints was completed in November 2023. Complaints on file state issues with the processing of refunds for the recall of the Ionic smartwatch.

BBB recommends consumers review the following links for recall, warranty and return information.

https://myhelp.fitbit.com/s/home?language=en_US

https://help.fitbit.com/en_US/ionic.htm

https://www.fitbit.com/global/us/legal/returns-and-warranty

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Initial Complaint
06/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My watch is under warranty. Fitbit sent me an email stating the watch can not be repaired and will be replaced. There policy states if the product can be fixed they will fix it or replace with refurbished parts. If it can not be fixed it will be replaced with new. Fitbit is trying to replace my watch with a refurbished and a different color. My watch is black and they want to replace with pebble (blue). Is is after fitbit said in a email My watch can't be fixed.
Business response
06/19/2024
"Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us."
Initial Complaint
06/14/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I'm beyond frustrated with Fitbit at this point. On March 2, 2022, they announced a recall for their Fitbit Ionic Smartwatch, and I dutifully registered for the refund, sending back my watches on March 31, 2023. They assured me I'd receive a refund within 3-6 weeks after they received my returns. Well, it's now June 14, 2024, and I haven't seen a single cent.I've called them countless times, only to be met with the same infuriating response: "It's under review, please keep waiting." How long am I supposed to wait? It's clear they have no interest in helping or providing any useful information. Their complete lack of accountability and disregard for their customers is appalling. This is not how a reputable company should treat its customers, especially after such a significant recall.Reference numbers:2023021701162367 **************** **************** **************** Address to those reference numbers:******************************************
Business response
06/17/2024
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I own a fit bit device and around Feb 2024 it stopped working. I contacted the company shortly after to inquire as to why. They said that they had issued a replacement watch so they had deactivated the device. I explained to them that I had not requested a replacement and that my account must have been hacked. They said they would have to forward this to another department. I heard nothing for several weeks so reached out again. The issue was never forwarded by the person I talked to. I went through the process again and they said the same thing that they would forward the issue to another department. I finally got an email a couple weeks ago that said I needed to provide the original packaging, a receipt basically a bunch of stuff that most people do not hang onto. I replied a couple weeks ago that I did t have any of that, just the account that is linked to me with my registered device. I have heard nothing back from them. So since February someone has been enjoying the benefit of a new device and fit bit does not seem to care that they have shut off my account and ignored my requests for resolution on this issue.
Business response
06/11/2024
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.
Customer response
06/13/2024

Complaint: 21821216

I am rejecting this response because: the issue has not been resolved, the only response I have is that the case has been reviewed but I have not heard anything else from them. I am happy to mark this as resolved once the issue has actually been resolved.

Sincerely,

******************************************
Business response
06/19/2024
Well continue to work with the customer towards a resolution within the scope of our policies.
Initial Complaint
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We have a case number with Fitbit to replace a Charge 5. It took weeks just to talk to somebody, then they charged us, sent the incorrect device, then charged us a second time when we called to complain, refused to do the refund, then sent us to an IT company that charged us just for connecting with them via FitBit, then told us we needed to talk to supervisor (who never responded to emails or calls) and then we received an email saying it has been resolved. It remains unresolved as far as we are concerned. We still have not been refunded the double-charge. It is truly fraudulent, deceptive customer service.
Business response
06/08/2024
"Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us."
Initial Complaint
06/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a fitbit watch from amazon, who is listed as an authorized reseller. In less than 1 year, while still under warranty, my watch stopped working and I am being told they will NOT warranty my watch because it was sold by a reseller through amazon. There are NO disclosures regarding third party sellers. I have spoken to customer service many many times but they just repeat the same. The only information accessible to the customer is the list of authorized sellers, no asterisk notice of voided warranty when sold by third party.
Business response
06/05/2024
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.
Customer response
06/05/2024

Complaint: 21799309

I am rejecting this response because:
*************************************************************************
clearly states in paragraph 2
************** Product Warranties apply only to the original purchaser of the Product that was purchased from an authorized reseller or sales channel and manufactured by or for Fitbit that can be identified by an authorized Fitbit trademark, trade name, or logo affixed to it."
I have to sales reciept and the original box with every piece, well taken care of. As a consumer, the words "authorized reseller or sales channel" leads me to believe the by purchasing from amazon directly as an authorized reseller or from y&r through amazon - a sales channel, that my 1 year warranty would be valid.I did not purchase from a flea market or backwoods shop but a worldwide retailer. Ichecked the warranty information before spending the very little money i have extra on a device I really needed to aide in my everyday life with a traumatic brain injury. I need my notificatuons, alarms, calendar and health info. I am not asking for the world, I am asking for my warranty to be upheld despite this continuted refusal based on losely worded "fine print" that clearly confuses the consumer into thinking their product is covered and its safe to purchase.

Sincerely,

*****************************
Business response
06/09/2024
Well continue to work with the customer towards a resolution within the scope of our policies.
Initial Complaint
06/01/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On April 18, 2024, I purchased a Fitbit Versa 4. I have been walking the same route for six (6) years now and my last two (2) previous Versas have averaged the distance at 5.7km. My first two (2) normal walks with the Versa 4 measured 5.63km and 5.61km. From there, it dropped as low as 5.08km. This is very wrong. I contacted Fitbit support through their on-line chat twice and they had me do some things like a factory reset. None of the measures helped. Fitbit support then started contacting me through emails. I tried all the things they suggested which did not correct the problem and I was left with the feeling they really didnt know what they were doing. I made several requests that they replace the Versa 4 without and comment from them. It is now one (1) month since I started this process and now they no longer respond to my emails. The Versa 4 in its current state is useless to me. I can trust anything it reports and it isnt just distances. It gives me problems with other reports. I have now gone back to my previous Versa, which I have to charge every day due to the battery failing.The amount I originally paid was $259.95, $13 GST, $18.20 PST for a total of $291.15
Business response
06/05/2024
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.
Customer response
06/05/2024

Complaint: 21790186

I am rejecting this response because the pdf they sent was from May 20, 2024 and I made the change and notified them of it. They are unwilling to refund the purchase price which I did not request. I requested that they replace the Versa 4 which they have ignored, just as they did in the emails I sent them. They advise me to return it to the retailer I purchased it from but, they have a "no return" policy of this type of watch. I have already asked them and they responded no, they would not refund it. Once again the watch is under warranty and I require Fitbit to replace it with a new watch.

Sincerely,

*********************
Business response
06/09/2024
Weve previously reached out to the customer and believe the case is resolved
Customer response
06/11/2024

Complaint: 21790186

I am rejecting this response because Fitbit has not made any attempt to resolve this matter. They stated they would not give a refund for the watch. I never requested a refund. I requested a replacement under warranty which they have not responded to.

Sincerely,

*********************
Initial Complaint
06/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a Fitbit Charge 5 watch in Sept 2022 for ~$120 dollars. In about a year of normal use, the watch completely died. Since it was in warranty, it was replaced by Fitbit. The replacement watch died within 2 months. They told me I was out of warranty at that point, but they would replace it anyway. The 3rd replacement has just died within approx 9 months. I just called Fitbit, and they are willing to replace the Charge 5 again OR give me 50% off their new Charge 6. At first this sounded maybe reasonable, but then I thought about what this actually represents.Here's my complaint: Clearly the Charge 5 is a defective model. A simple internet search shows a LANDSLIDE of similar customer complaints. So, the offer to give me a FOURTH defective product is no offer at all. Alternatively, 50% off the "new model" doesn't guarantee better quality (my entire concern) AND I'd have to shell out another ~$80 (half the price of their new watch). So Fitbit has not at all addressed my quality concern and is asking me to risk more money on a unknown.I explained my concern to the Fitbit customer service rep, and they more or less told me to "take it or leave it".What I would like is either:1) My $120 returned to me for a totally defective product OR 2) A complimentary Charge 6 - or perhaps at LEAST the value of a Charge 5 ($120) against the purchase of a Charge 6.
Business response
06/04/2024
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.
Initial Complaint
05/31/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear *** or Madam: A recall has been issued for Fitbit Ionic smartwatches. On January 22, 2024 I registered for this recall. I received the recall return packaging a few days later. On January 26, 2024 I mailed in my Fitbit Ionic smartwatch using their packaging and received a mail confirmation from *** with a tracking number. According to the Fitbit Ionic Recall instructions, I would receive a refund of $299 to my PayPal account and also a discount code for 40% off select Fitbit devices within 3-6 weeks. On April 16, 2024 I called the Fitbit Ionic Recall contact phone number of ************ because after almost 3 months I still hadnt heard a word from them. The representative confirmed that they did receive my Fitbit Ionic smartwatch and that it is indeed eligible for the recall. He said that I would receive an e-mail telling me that the refund would be issued to my PayPal account within 10 days. It is now May 31, 2024 more than 4 months after I sent them my smartwatch and I still havent received my refund and discount code, nor have I heard a word from them. From what I can tell online, this is happening to countless people. Fitbit is not honoring their obligation to reimburse customers for their faulty smartwatches. Please assist me in getting the refund that I am due. Thank you
Business response
06/01/2024
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.
Customer response
06/05/2024
Complaint: 21784730
Dear ****** S:

I am writing to give you an update on complaint ID #********. First, I want to thank you for contacting Fitbit, Inc. As you noted, they did respond to you and they also contacted me. However, their response was most definitely NOT satisfactory. Not surprisingly, they immediately began resuming their stall tactics by asking me to submit information that I had either already submitted or that wasnt required to receive the $299 recall refund that I am due. Below are copies of our e-mail exchanges to date with personal information redacted so it can be posted in accordance with the BBBs policy:

Monday 6/3/2024 @ 11:08 AM
Hi *****,
Your case was brought to our attention after your contact through the BBB Portal, regarding your Ionic refund status. We will be glad to assist you.
We have reviewed the email address ************@hotmail.com and couldn't find a Fitbit account or a ********************** Ionic paired to this email. To help us investigate your refund status please provide the following information:
Full name
Registration number (contains 16 numbers only)
The Fitbit email addresses paired to your Ionic device
Your country of residence
A photo of the Ionic box showing the serial number (below the barcode)
A copy of the receipt of purchase
Tracking number or drop-off receipt
We look forward to hearing from you.
Sincerely,
****** A and the Fitbit Team

------------------------------------------------------------------------------------------------------------

Monday 6/3/2024 @ 2:16 PM

****** A and the Fitbit Team,

Below is the information you requested (despite the fact that you already have all of it):
Full name: ***** *******
Registration number (contains 16 numbers only): ****************
The Fitbit email addresses paired to your ***************** ** never used the Fitbit Ionic smartwatch and never paired an email address with it)
Your country of residence: ************************ (***)
A photo of the Ionic box showing the serial number (below the ********* *** ***** is irrelevant and not required by law, nor your own submission instructions)
A copy of the receipt of purchase: *** ***** is also irrelevant and not required by law, nor your own submission instructions)
Tracking number or drop-off receipt: ****************** **** Ground dated 01/26/24)
According to your own published submission instructions, I was to receive a refund of $299 to my PayPal account and also a discount code for 40% off select Fitbit devices within 3-6 weeks of receiving my device. It has now been over 4 months since I mailed my Fitbit Ionic smartwatch back to you. I did receive confirmation that you received it and that it is indeed eligible for the recall. However, there was never any question about any of that and I followed every single one of your instructions to the letter. I have kept copies of all correspondence and relevant information as well for legal purposes.

At the direction of my attorney, this e-mail shall serve as formal notice that you are hereby instructed to refund my PayPal account in the amount of $299 within 3 days. I have given you absolutely everything you are required to receive by law and have already filed complaints with the Better Business Bureau (BBB) and the U.S.Consumer Product Safety Commission (CPSC). You should be receiving a notice from the latter organization shortly.

I would strongly advise you NOT to initiate any additional stall tactics with me, as I can assure you my patience has already been tested beyond its limits. I am currently looking into the possibility of filing a civil lawsuit against your company and perhaps a class action lawsuit as well. I have already been in contact with countless other individuals who also have not received their refunds from you. This is largely a matter of principle for me at this point, and I can assure you I absolutely have the time, resources and motivation to pursue whatever legal action is necessary to hold your company accountable for its inaction. The handling of this entire process has been completely unacceptable and inexcusable. Any further negligence in issuing me an appropriate refund for your dangerous faulty product will not be tolerated and will be met with legal action.

Sincerely,

Dr. ***** *******
************@hotmail.com

------------------------------------------------------------------------------------------------------------
Tuesday 6/4/2024 @12:35 PM
Hi *****,
Thank you for sharing this information. We'll be happy to continue assisting you.
We understand that you have been waiting for your refund and we assure you that we are investigating with the appropriate department to resolve the issue as soon as we can, please allow us a couple of days to work with the ************* and once we have an update well contact you.
We apologize for the inconvenience this has caused and appreciate your patience as we work to resolve this matter.
Sincerely,
****** A and the Fitbit Team

------------------------------------------------------------------------------------------------------------

*Note: I did not respond to the above e-mail.

------------------------------------------------------------------------------------------------------------

Tuesday 6/4/2024 @ 6:08 PM

Hi *****,

Thank you for working with us. We're joyful to continue assisting you.
For us to further review, we request that you provide us with the following additional information to determine your eligibility for obtaining a refund.
Please provide:
1. Proof of purchase for your Ionic device
Once we have this information, we will review and determine your eligibility for a refund. If you are not able to provide the above requested information, you will not be eligible for a refund and your case will be closed.
We look forward to your reply.
Sincerely,
****** A and the Fitbit Team

------------------------------------------------------------------------------------------------------------

Tuesday 6/4/2024 @ 6:30 PM

****** A and the Fitbit Team,

I am NOT supplying you with a proof of purchase for the Ionic Fitbit. As I already stated in my previous e-mail, that is irrelevant and NOT required by law, nor is it required by your own submission instructions. If you refuse to honor my refund, you will be in direct violation of U.S.law. As I also clearly stated, I will not tolerate any additional stalling tactics on your part where this refund is concerned. You have until 5 pm eastern time on Thursday 06/06/24 to refund my PayPal account in the amount of $299. The appropriate e-mail address for my PayPal account is listed below. If this is done on time, I will drop this matter. If it is NOT done on time, I will have my attorney complete the paperwork to file a lawsuit against your company. Right now the choice is yours. On Friday morning it will be mine.

Sincerely,

Dr. ***** *******
************@hotmail.com

------------------------------------------------------------------------------------------------------------

And there you have it. To summarize, I mailed them my Fitbit Ionic smartwatch and followed every single one of their published submission instructions to the letter. They confirmed that they did receive it and that it is indeed eligible for the recall. And now after stalling for over 4 months, they are telling me that if I dont provide them with a proof of purchase for my Fitbit Ionic smartwatch (which is not required by law, nor by their own submission instructions), they will rule me ineligible for a refund and close my case. This is of course illegal, and in truth, it is exactly what I needed. My attorney informed me that they needed to actually refuse to honor the refund to prove that they are in violation of U.S.law and are committing consumer fraud. And fortunately, without any real prompting from me, their representative, **************** did exactly that, point blank in writing. So thats actually perfect and as long as they dont refund my PayPal account in the amount of $299 before 06/06/24 at 5 pm eastern time, I will have all the proof I need to win a civil lawsuit against them to include fees and damages well in excess of $299. Ill also be joining a class action lawsuit that is already in the works. So what I would like you to do at this point is simply forward all this information to Fitbit,Inc. and let them know that it will become public record and can be used against them in a court of law. That will be the final step needed so that they cant claim they knew nothing about this matter.

Again, thank you for your assistance.

Sincerely,

Dr. ***** *******
************@hotmail.com

*Redacted Information:
*****************************
*******************************************
******************
************************

Business response
06/18/2024
Weve previously followed up with the customer and stand by our last response
Initial Complaint
05/30/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I tried to cancel Fitbit premium, but due to the difficulty it took longer than expected. I ultimately was unable to cancel myself and Fitbit had to cancel for me so I was a couple days late. Also, seems unfair to be charged for something I wasnt even using. I kindly ask for a refund.
Business response
06/03/2024
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.
Customer response
06/04/2024

Complaint: 21779533

I am rejecting this response because:
I attempted to cancel before it renewed, but wasnt able to because it didnt show under my Fitbit account. I had to chat with Fitbit when I found time. And they have long wait timesIt shouldnt be that difficult to cancel Its unfair to the customer. Its actually kinda of shady because its seems like Fitbit is counting on people giving up and just paying for the subscription.

Sincerely,

***************************************
Business response
06/05/2024
Well continue to work with the customer towards a resolution within the scope of our policies.
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I contacted Fitbit on 5/27/24 regarding my Fitbit Charge 5 that was no longer working (the screen became unresponsive and it would not hold a charge). These issues would be a sign of a defect with the device since I have not owned this device for a year yet. I received this device back in July in 2023 as a replacement to the one I purchased in 2022. The 2022 device experienced the same issues as the one I currently have. **************** for ********************** told me my current device is outside the warranty window because they go by the date of the original device. How is that even logical or legal? It is a totally different and new device and with that should come it's own standard manufacturer warranty. In 3 yrs I have had 3 Fitbit Charges... The 4, and two 5s (proof of purchases can be provided). There is obviously an issue with this tech. The only thing customer service offered was a 50% off discount code (which had restrictions on the devices I could possibly purchase). Why would I spend more money on another potentially defective device? And based on their current logic, if I purchased a new device to replace my current one, I wouldn't be covered by any warranty because they would have to go off my original date. This issue is causing me to lose out on real money I've been able to earn with my workouts. My employer has a wellness program that allows us to earn points for wellness activities. Those points add up to monetary rewards after reaching certain stages. I can't earn workout and step count points without my tracking device.
Business response
06/11/2024
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us
Customer response
06/13/2024

Complaint: 21777020

I am rejecting this response because:
I have already had two devices of this same make and model that ended up being defective and died within a year of ownership. Replacing my defective device with the same one again without an updated warranty makes no sense to me. If this 3rd device fails, the company has stated that they will not honor an updated warranty and will still use the warranty date from my initial purchase 2yrs ago. How do I receive a new device with an old warranty? That is not logical. A totally new device with a different serial number should have a new warranty date based on when the customer receives the device. To try and issue me a device with an old warranty for a totally different device seems backhanded and a way for this company to alleviate themselves of responsibility for faulty/defective products. These business practices they are trying to enforce to cover their negligence are flat out wrong. It seems this company knows that Charge model of Fitbit is defective and are just trying to off load any remaining ones they have in stock (but not for sale on their website). That is probably why you cannot buy the older model from them because they know it is proven to be problematic. There needs to be another more suitable option to fix this complaint/issue. Sending me another potentially faulty device is not a solution. It is a cover-up.
Sincerely,

*****************************
Business response
06/20/2024
Well continue to work with the customer towards a resolution within the scope of our policies.

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