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
10/31/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered the Versa 2 in November 2020 and paid $135.73. Order number: 18pnzs66ljyib. In July 2021 the device would not turn on despite troubleshooting. I contacted fitbit support and was issued a new device after sending back the faulty one. In October 2021 the device stopped charging. I troubleshooted again per FitBits instructions and contacted customer support. They said that I would be emailed regarding my options with respect to my warranty. It has been less than a year and 2 devices have proved faulty. I dont think this company is selling quality products. Ive also looked at FitBits forums and the device turning off and not turning back on/not charging/not maintaining a charge seems to be a common issue. I dont want a replacement, I want a refund.Business response
11/06/2021
We've previously followed up with the customer and reached a resolution.Initial Complaint
10/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was gifted a Fitbit Charge 4 device this year in January. It was working well in the early part of the year. But in the last 2-3 months it is not calculating the distance accurately. To help resolve my problem, I have contacted customer service 7-8 times and their recommendations have not helped.Since product is under warranty, I request a device replacement. I have given fitbit 7-8 chances to fix the problem but nothing has even remotely worked and customer care is not approving the watch replacement still.As a customer I feel frustrated because I had asked for this watch to better track my workouts and that whole purpose is defeated. And despite contacting customer service several times, the device is not doing what it is suppossed to do. I don't wish to contact the customer support everytime i come back from a run only for them to suggest a solution that does not work. I have also offerred to send my watch in for inspection if they think they can fix the issue but fitbit does not even have a repair centre.You can review following case numbers to see how many times i contacted them ******** ******** I hope fitbit sees how frustrating that experience can be from a customer's perspective and provide me with a replacement device that works.Business response
11/06/2021
We have 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 within the next business day.Customer response
11/07/2021
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
************************* AroraInitial Complaint
10/26/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased a fitbit blaze and it had a safety issue where it shorted and blistered my wrist. I contacted Fitbit to let them know what happened and was told to ship it back for a full refund of purchase price of $211.44. Was told 24 hours after they received it refund would be sent to my paypal address which they requested and were provided. on Oct 18 they received it received a email stating they had it and to now give them 5 days to proceed. So we went form 1 day to 5 but I gave them there time. 5 days passed nothing. I call and told to give it another day and if nothing then they would proceed with the refund. Still nothing call back get multiple stories. from we are currently processing to no we are still waiting to here form the shipping department. "supervisors" and "representatives" rude and unhelpful. Bottom line they have my fitbit I want my refund.Business response
11/04/2021
We have 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 within the next business day.Customer response
11/09/2021
They Finally responded with an acceptable response, even though it should not have taken as long as it did and not have as many issues but end result was accepted.
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
10/26/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have a defective Inspire Fitbit. Have requested a replacement and been denied. I have reached out to customer service several times with no resolution. Reach out to VP of ******************* several times with no response. Looking for BBB to help in resolving this health and wellness issue.Business response
11/03/2021
We have 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 within the next business day.Customer response
11/04/2021
Complaint: 16061548
I am rejecting this response because: I have a defective band and they need to replace the entire unit. The unit is meant to be worn and the band should not snap off which it did frequently. However, the last time it snapped off a took a piece of the plastic from the face unit and now the band will not stay on. The band is defective and FitBit knows this as they have since modified the band on their Inspire model.
Sincerely,
*********************************Business response
11/13/2021
We've previously followed up with the customer and reached a resolution.
Customer response
11/14/2021
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. FitBit is working to correct the issue of their defective product.
Sincerely,
*********************************Initial Complaint
10/25/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a versa 2 that just stopped working.. contacted Fitbit. They tell me its somehow out of warranty and wont replace it.Business response
11/03/2021
We have 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 within the next business day.Initial Complaint
10/23/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
My watch broke for the second time of not even having it that long. I see where other people are c/o the same issue. I was only offered a discount towards another watch and at this point I just want my money back to get a more quality product. I paid too much for this watch to go out like thisBusiness response
10/29/2021
We've previously followed up with the customer and reached a resolution.Customer response
10/30/2021
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
10/22/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
In June 2020, I had an issue with my Fitbit. The clasp on the tracker itself broke off and the Charge 4 I had was under warranty.I called Fitbit and they had me send pictures of the damage and approved the replacement. In the meantime because the exchange was going to take so long, I went to Best Buy and bought a brand new charge 4. In the process of everything, Fitbit applied the warranty exchange toward the brand new device which was purchased same day as warranty replaced my other one. The warranty should not have been applied to the brand new device; it should have been applied to the old device.Now the new device has completely died, is in the warranty period, and Fitbit will not replace it because they screwed up on the backend. The Charge 4 I currently use needs to be replaced under warranty buts customer service is subpar and has no critical thinking skills.Business response
10/29/2021
We have 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 within the next business day.Customer response
11/01/2021
Complaint: 16052859
I am rejecting this response because:I do not see anywhere that my issue has been addressed I should be eligible for warranty replacement on my last used Charge 4. The Charge 4 i was using prior yo my last used Charge 4 was the device that the last warranty replacement should have been applied to but because of Fitbits negligence, they applied the warranty to a device that was purchased the same day as they applied the warranty. If i had an issue with my last used Charge 4 the same day i had purchased it, it would bot have been a warranty replacement, it would have been returned to the point of purchase. If this needs to be explained over the phone for clarity, please call me.
Sincerely,
***************************Business response
11/06/2021
We've previously followed up with the customer and stand by our last response.Customer response
11/08/2021
Complaint: 16052859
I am rejecting this response because:NO ONE HAS EVER TRIED CONTACTING ME REGARDING MY ISSUE NOR HAS ANYONE EVER PUT FORTH ANY EFFORT TO RESOLVE THE ISSUE!!!
Your last response said We've previously followed up with the customer and stand by our last response. When has someone tried to contact me regarding this issue and who was it. What did they do to resolve the issue? What is it you stand by? What was their name?
With a little bit of critical thinking and some actual effort to put forth some research, you would see that Fitbit is responsible for the issue i am experiencing and my most recent Charge 4 should be eligible for warranty since the warranty that was supposed to go against my first Charge 4 was applied toward my second (freshly purchased) Charge 4 (the same day i purchased it). If there was an issue with the Charge 4 i am currently trying to get replaced back when it was less then one day old, it would not have been a warranty issue. The device would have been returned to the point of sale for replacement
Sincerely,
***************************Initial Complaint
10/21/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased a Fitbit Sense on ****** site in February 2021 with a 1 year warranty. The Fitbit stopped working in September 2021 and Fitbit refused to honor the warranty instead sending a replacement (customer return or refurbished) that stopped working the same day. Fitbit now claims that because the watch was not purchased on the Fitbit site that they would not honor the warranty. Calls to the customer service representative are met with stalling tactics, excuses, and offers fo 50% discount on my next purchase for another defective product.Business response
10/29/2021
We have 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 within the next business day.Customer response
10/30/2021
Complaint: 16047321
I am rejecting this response because:Fitbit only responded after my consumer complaint was filed. Simply stating that they will respond is not a satisfactory response to the issue which is failure to honor the 1 year warranty.Fitbit sent a replacement which was a customer return or refurbished which stopped working the same day. The original watch stopped working after a few months with a 1 year warranty. Fitbit also claim that because
the watch was purchased from a third party vendor and not on the Fitbit website, that they could not honor the warranty period.
The matter will only be resolved to my satisfaction once a new in the box Fitbit Sense is sent to me.
In the interim, I have returned the original Fitbit Sense and defective replacement watch to them.
Sincerely,
*******************************Business response
11/06/2021
We've previously followed up with the customer and reached a resolution.Customer response
11/08/2021
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.A new in the box replacement Fitbit Sense was mailed to me. It is still of importance to note that this complaint advanced to BBB for a resolution
to ensure compliance with the 1 year warranty regardless of purchase through a third party vendor.
Sincerely,
*******************************Initial Complaint
10/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had purchased a brand new Sense from the FitBit store on Amazon, not through an Amazon third party seller. It was having technical issues from the start which required me to troubleshoot it through the forums. Two months later and the battery is shot and wont connect. This is well within the 12 month warranty. I dont and have never used the watch for anything other than tracking. I only have basic apps installed and do not use epay or apple wallet. I contacted support and after a lengthy time waiting got responses that a replacement was approved, sent a form to fill out, and get email: Thanks for requesting your replacement.Well send you an update shortly. In the meantime, just reply to this email if you have any questions. Then I get another email weeks later saying there is a name discrepancy since I use a nickname since my first name is foreign. I respond 32 minutes after receiving the email. Then they say they havent heard from me and close my case no replies since.Business response
10/29/2021
We have 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 within the next business day.Initial Complaint
10/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought the new FitBit Sense in Feb 2021 only to have it not work over the tattoos on my wrists (I have the earlier versions of FitBit and the sensors have worked fine so I did not anticipate any problems). I reached out to Fitbit on multiple occasions, as I have now essentially just bought an expensive ($350) pedometer - and their continued response is to restart the device (this does not work, despite how many times they have mentioned it). My ask to them was simply why they did not state that it does not consistently work on tattoos on their website, as this is a huge financial input for the functionality that the watch sporadically has..however they just instantly close my ticket or ignore me. In my most recent email thread I have emailed them on Sep 9th, Sep 16th, Sep 17th, Oct 4th and Oct 16th with no response. I have also opened a new ticket just incase the old ones were closed, and still nothing there either.Business response
10/27/2021
We have 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 within the next business day.
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Customer Complaints Summary
1,463 total complaints in the last 3 years.
367 complaints closed in the last 12 months.