ComplaintsforFitbit, Inc.
Additional Complaint Information
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
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This complaint reflects not only my own experience but hundreds or thousands of other Fitbit Charge 5 users whose devices stopped working after a software update. The update causes severe battery drain leaving the devices useless. The answer from the company: a denial is software related and a conservative discount on another Fitbit device that also may stop working following the expiration of the device's 1 year warranty. There are a number of articles published online relating to the issue by major outlets. And a flood of complaints in the Fitbit community forum yet a viable and honest solution had not yet been provided. I believe it's criminal to have this significant of a negative impact on customer experience for a device and a solution not be provided. I hope a class action lawsuit is presented and customers are made whole for their losses and frustration with Fitbit and ******* And I hope consumers make a statement with their wallets and choose devices other than ********************** for their needs.Business response
06/28/2024
"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
06/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The Fitbit I was wearing overheated and burned my wrist! I contacted customer service and was given a case number. I am still waiting on a resolution! I want pain and suffering funds or I'll be taking this matter to court!Business response
06/27/2024
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
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Today on June 25, 2024 I purchased a Sense 2 for $249.99 plus a two year warranty from Target. Within seconds of updating the software and putting the watch on, it had my true iPhone step count at 2:43 PM of ***** doubled on the FitBit. I looked at the app to see if something was set wrong. By 2:45 PM it read ****** steps. This purchase is completely useless due to a defective phone app that drives/dictates the step count. I reset the watch by manufacturer reset but the App on my phone would not reset. If it is truly driven by this app on the phone, the product is permanently defective and should not be sold in any store. I can confirm that the FitBit app has increased my step count by 700% for every single day going back months.I was a happy owner of a Sense 1 and used it many years until I accidentally ruined the screen. I purchased this Sense 2 as a replacement as I trusted the brand. I could not in good faith recommend this defective product line to anyone knowing that it will always use a defective calculation driven by the phone app.I want FitBit to fix the application or the Bluetooth step-counting process. I do not want a different version of the Sense 2 (the problem is not the device, but the app that makes the device useless).Business response
06/27/2024
"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
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Fitbit from Amazon on September 1, 2023. I made sure to select an item sold by Amazon from the Fitbit Store to ensure that I was covered in case there was an issue. This is the item link: *********************** The item stopped working in March, and I finally got around to reaching out to Fitbit support, and they are now saying they won't cover it because Amazon used a third-party seller to fulfill the order. This was not listed anywhere on the page. I double-checked, and even did a page search to be sure. The third-party seller is apparently named Class Value. Fitbit sent me a list of specific retail partners, and when I select Amazon from the list, it takes me to the exact same store page where I purchased the item initially. (Link they sent: ***************************************************************** )I have discovered that this same thing has happened to other people, which is why I'm filing this complaint. This comes across as a scam between Amazon and Fitbit, and it seems Fitbit is aware of the issue, but refuses to do anything about it, probably because it's in their benefit. Here is the link to a post where the same thing happened to other people: ************************************************************************************************************************************************************** Ultimately, while I would like a replacement for my item, I understand that *** not be possible, and I am mostly concerned that this is not an isolate incident, and they seem to be aware of the issue, and yet continue to work their scam. The order number below is an Amazon order number.Business response
06/28/2024
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 usInitial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Fitbit Sense sometime last year. I wear it every day with no real issues. I last wore it on Friday and it got so hot that it burned my wrist. Then, it shut down and would not turn back on. I tried charging it with two different Fitbit chargers, and it wouldn't turn back on. I contacted customer support on Monday and spoke with them via chat (chat ID ****************, and was told that an agent would email me with a resolution. That never happened, so I messaged them again today for a follow up and they had no recollection of the previous chat in their system. I spent an hour in total waiting to speak to a representative, and then actually chatting with one, and it was for nothing since they didn't keep a record of it. Today, I used the chat feature to talk to one woman who transferred me over to a guy (chat ID ****************. He told me not to wear the Fitbit, I'm assuming because it's dangerous since it got so hot. He said he'd put together an email to send me where I could take pictures and send that information back into them. I'm doing this at work, since the hold time is over 50 minutes, I looked away from the chat box for 5 minutes and the man disconnected. So, they insinuate that the product is dangerous, yet they don't do any sort of following up and they disconnect the chat as soon as you're busy, even though it's ok for me to have to wait for 40+ minutes to speak with them. Totally not acceptable if a product is dangerous.Business response
06/27/2024
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
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was given as a Christmas gift the Fitbit Versa 4 on 12/25/22. I have worn it ever sense and have been mindful of not getting it wet, keeping it charged and not to wear in situations that might damage it. On 6/22/24 the Fitbit went dead and I called the company and after an hour of trouble shooting they could not get it going and offered me a 35% discount on a new one. I believe that this could be a scam or intentional so that people will spend more money. If it isn't the lifetime of the Fitbit should be clearly put on the front of the box, because I would never pay that much money for something that is going to last 1.5 years.Business response
06/26/2024
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
06/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Had a Fitbit premium subscription. Company renewed without consent..i contacted same day, they told me to deal with ****** as I paid via ******. ****** promised refund but never followed through. After recontacting both ****** and Fitbit, have been ghosted by both.Business response
06/25/2024
"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
06/25/2024
Complaint: 21891300
I am rejecting this response because:I have not received an email response not a resolution to the issue at this time
Sincerely,
******* DailyBusiness response
06/27/2024
"Weve previously reached out to the customer and believe the case is resolved."Customer response
06/27/2024
Complaint: 21891300
I am rejecting this response because:No resolution. Still no refund. And no communication to facilitate any of this.
Sincerely,
********************Initial Complaint
06/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Since February I have call ur company because my fitbits verse 4 stop working they told me that send paperwork to my email. Since now still dont have the paperwork. I call them again in April still dont have the paperwork for my watch. I have spend $400.00 dollars for it from Macys store.Business response
06/25/2024
"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
06/20/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I purchased a Fitbit 6 end of December of 2023. Prior to that I had purchased a Fitbit in 2022. The first fitbit I bought malfunctioned because the screen went black for reasons unknown. I was sent a refurbished replacement. Within a few months the same thing happened to that replacement, and I had no choice but to buy a new Fitbit again December of 2023. Now, 6 months later, the same exact thing has happened again, screen has gone black for reasons unknown, and the watch is not responding to reboot or recharge. I called customer service and requested they send me a new Fitbit 6 that is NOT refurbished because I don't want to deal with the same issue a few months later only to have to buy another new Fitbit full price. I was told by a mid level manager he cannot guarantee my replacement will be brand new. I have seen multiple complaints online about this same issue I am having. I want this company to send me a replacement that is not refurberished ASAP. The watch is still under warranty. I don't care what their policy says about them not being able to guarantee my replacement will be brand new. They very well can guarantee it. I've worked in sales. I would like to speak to the highest level of management to get this problem resolved.Business response
06/22/2024
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
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a Fitbit Sense and through routine use it no longer works - specifically it ceased being waterproof and as a result was ruined.Fitbit's offer of 35% off is unacceptable to me for what it clearly a manufacturing defect.Business response
06/22/2024
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
06/25/2024
Complaint: 21880533
I am rejecting this response because:
The company has not offered any solution for defective product. They simply stated its out of warranty. in my opinion defective craftsmanship falls outside the scope of lapsed warranty
Sincerely,
***************************
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Customer Complaints Summary
1,492 total complaints in the last 3 years.
498 complaints closed in the last 12 months.