Business Profile

Computer Hardware

Fitbit, Inc.

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Fitbit Inc. came to BBB’s attention in September 2011. A review of complaints was completed in December 2024.
For questions about recalled devices, please see Safety Recall of Ionic Smartwatches.

If you have any other questions or concerns, please visit Fitbit's Help Center.

Complaints

This profile includes complaints for Fitbit, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,349 total complaints in the last 3 years.
225 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed the recalled claim and was processed from a third party hired by Fitbit. Enclosed you will find the email stated that my refund will be processed in 3-6 weeks and now I have been told that I won't get refunded for the Claim after I was instructed to destroy the watch since I will get the refund.I am asking Fitbit to honor what was promised in the email/claim for the watch in the amount of $329 as states in the email attached to my ****** account which I had stated in my claim.I have been back and forth with this claim for months and they finally told me no, so I have no choice to get BBB's involved in this matters.
Business Response
Date: 04/22/2025
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 Answer
Date: 04/22/2025

Complaint: 23234044

I am rejecting this response because:
I would not take your words for it since this is the exact reason I brought the case against you with BBB.
The emailed dated Feb 6 stated that I will receive my refund in 3-6 weeks and I reach out at the beginning of April and provide proof as requested and still was told my claim has been rejected and Fitbit won't honor to provide me with the refund of $329 as stated in the email.
I would not take "customer will hear back from us" and be satisfied and close out this case until I see my refund as promised. Thanks
Sincerely,

***** ********
Business Response
Date: 04/23/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 04/23/2025

Complaint: 23234044

I am rejecting this response because:
I was promised for the refund with proof that Fitbit sent via email and two months later they decided to rejected the claim without reasonable cause.For this reason I rejected this response until further appropriate action is taken regards to my claim.
Sincerely,

***** ********
Initial Complaint
Date:04/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was burned by my fitbit,I'm permanently scarred on my wrist.. fitbit has given me nothing but delays,the run around wiith their customer service. They made me open up a ******** account in order to get refunded,supposedly.. which was completely odd to me to begin with. It's been dragging on..no refund yet. Fitbit told me it's all turned over to ********.. now. ******** tells me they have no record of anything from Fitbit. It's a big runaround. This company has been completely horrible to deal with. I'm scarred for life,from their faulty fitbit.... and all I want is my $92 back. They should bend over backwards to help me really. Not even an apology.
Business Response
Date: 04/21/2025
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 Answer
Date: 04/23/2025

Complaint: 23230231

I am rejecting this response because: there is still no date that I will be receiving my refund. I get a different answer no matter who is asked. It was 7 to 10 business days..now their saying up to 14.. It's unacceptable the way they do business. Obviously I have no choice but to wait and wonder because nobody has a straight answer,which leads one to believe nothings going to be refunded to me at all if they can't give me a specific date by now. Even my bank thinks their whole process is shady.

Sincerely,

******** ******
Business Response
Date: 04/24/2025
Weve previously followed up with the customer and stand by our last response.
Customer Answer
Date: 04/24/2025

Complaint: 23230231

I am rejecting this response because: I was told my refund was being processed starting April 14,which i have proof in an email from fitbit customer service,that i just sent to them... ... . Takes up to 10 days they said.. Ok,that's today.. no refund. NOW TODAY I get an email that says give it until May 6th. This is insane. These people are scammers. I hope BBB really looks into what their doing because I'm sure it's not just me they are messing over.

Sincerely,

******** ******
Initial Complaint
Date:04/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Have had at least two Fitbit charge trackers suddenly stop working right before they are 2 years old. It appears the manufacturer and/or business owner (******) is deliberately making these products stop working so they can profit from more purchases. They need to be transparent with consumers about this product detail. This kind of deception needs to be stopped.
Business Response
Date: 04/15/2025
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 Answer
Date: 04/18/2025

Complaint: 23207189

I am rejecting this response because:
I am still waiting to get a clear answer on what the company is going to do to resolve my complaint. I have received emails from them asking only for more information to which I have provided to date. The last email received from them was 4/17/25 wanting additional information which I provided this morning, 4/18/25. Im still waiting to get a response as of 1:22pm, 4/18/25. Please keep case open until company responds with their resolution to my complaint and issues.
Sincerely,

***** ********
Business Response
Date: 04/21/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 04/21/2025

Complaint: 23207189

I am rejecting this response because:
They did not provide a new device or store credit to purchase another device. The discount they offered is not acceptable for their bad business practices and misleading product information.

Sincerely,

***** ********
Initial Complaint
Date:04/14/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The watch was sent back on November ******, they received it on November *******. I waited a month and called, told it takes time by the time I called every month till April 14 , 2025, today was told almost every month it has been escalated and given a different number. To keep track of . I will attach the email I received and the slip of them receiving and where . Also had to send them the serial number after they received it. Have called 6 times and keep getting run around. They give the number I started with and they give me the number of the other escalations dept.picture being sent with all the dates and I have call. Wasted almost 20 plus minutes each time. Today I asked to speak with manager. That s all they will do is write up another escalation. .Thanks ,**** ******
Business Response
Date: 04/14/2025
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
Date:04/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Fitbit Charge 5 in September of 2024, it is now April of 2025 and a piece of the device broke off randomly. I opened a request with Fitbit's customer support, sent pictures and the receipt of the device. They contacted me today to tell me that per their policy, a replacement is not covered. But they did not tell me why it wasn't covered, just sent me a link to the policy (which didn't work). The device is under 1 year and already fell apart and won't power on anymore. It's frustrating because these devices are not cheap, but can't even last a year. Then they find every excuse not to cover the item.
Business Response
Date: 04/11/2025
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 Answer
Date: 04/16/2025

Complaint: 23191878

I am rejecting this response because the response they provided is unsatisfactory. They continue to reference a policy that was never mentioned at the time of purchase. They continue to say their warranty does not cover items that were not bought through their direct website, but they sell their items at other retailers. I do not understand how you will sell items at different retailers, yet refuse to cover those under your warranty. Especially when your items don't even last 1 year.

Sincerely,

******* *****
Business Response
Date: 04/16/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Initial Complaint
Date:04/10/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I mailed in my fitbit ionic for the fitbit ionic recall. The *** tracking number is 1z0e64a79015943491 The tracking shows my fitbit ionic was received on March 6th, 2025 at 11:10am.I have not received my refund or any update from fitbit. I took pictures of my item, the *** shipping box, and have those available.Reference: ****************
Business Response
Date: 04/15/2025
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
Date:04/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After a recent firmware update, my Charge 5's screen suddenly stopped working. Initially I thought the battery may have died & charged it. I checked later, and it still synced to my phone, and all meters/trackers worked...but still no screen. The screen wasn't damaged or anything either. I followed Fitbit step by step guides for self *********************** all to no avail. I then utilized fitbits technical support via chat, and we REPEATED those steps. After those, the chat representative recommended I unconnected/de-sync my fitbit from my phone, then reconnect it.UNFORTUNATELY the charge 5 reconnects by requiring you to type the 4 displayed numbers on the watch screen in your fitbit app. Well, no screen, no numbers. So now I can't reconnect it. So, now it no longer has a working screen, and is no longer connected, and is no longer tracking anything. They bricked my device. When I inquired how they're going to fix this, they said that they aren't. Its out of warranty by a month, so the best they can do is offer me 35% off a new device. I was blown away. They literally broke my device with a firmware update, then bricked the device and all it's functionality, then told me to just buy a new one. So now my device and all device specific accessories are useless. I do not want a replacement. I have already switched to a competitor. Same day in fact. But I do want compensation.
Business Response
Date: 04/05/2025
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
Date:04/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Fitbit Ionic recall unit. Reference ****************
Business Response
Date: 04/03/2025
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
Date:04/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a $300 Fitbit Sense a couple of years ago. I downloaded the Fitbit smartphone app that allowed me to monitor my status daily and had been doing so without problem...until this winter. Sometime in late January (2025), Fitbit forced a battery "update" on their devices, which rendered my device inoperable. It took a few days for my husband, an IT consultant, to figure out why my Fitbit had ceased to function. We called Fitbit and the person we spoke with acknowledged the problem and said he would pass my call through the department assigned to deal with the issue. Their solution was to offer me a $50 "appeasement". I replied that they broke my device and they should replace it.I asked for this issue to be elevated. I ended up getting more emails from Fitbit support saying the same thing. In my last email to them I told them I would be forwarding the issue to The Mass BBB and the Attorney General. That was over two weeks ago and I have had no reply
Business Response
Date: 04/02/2025
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
Date:04/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 2 FitBit Versa Fitness Smartwatchs from ******* that were delivered 5/6/24. Order# *******-42630528, Total amount paid $244.72 before taxes and $259.40 after ********* of the watches stopped holding a charge about 3 months ago. I did not reach out to the company at that time because my husband bought an Apple watch, so I just used his fitbit I bought the same time as mine. Now the 2nd one is acting the same way where a charge does not hold for very long. It seems like the product should last well over 1 year, but it has not even been a year yet. I reached out to the Fitbit chat but just get the run around and they won't help me because I have not used the watch. I haven't used the watch because it loses a charge in less than a day. I turned off notifications, do not use the exercise tracking options, etc. So the battery should last longer. At this point, I am fed up with trying to work it out myself and need help. I would really like a refund, or at the very least a replacement. I really do not want to have to go spend hundreds more to buy a new watch when I bought 2 less than a year ago!
Business Response
Date: 04/02/2025
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 Answer
Date: 04/02/2025

Complaint: 23146161

I am rejecting this response because:
The company is asking me to use and synch a product that will not hold a charge. As mentioned in the complaint it will not hold a charge, so how am I supposed to do that?
Sincerely,

**** ******
Business Response
Date: 04/02/2025
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.

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Fitbit, Inc. is NOT a BBB Accredited Business.