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
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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
08/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Fitbit Charge 4 through Amazon in June of 2020. In February, the plastic peg that holds the band in place broke, which made the tracker useless. I contacted Fitbit and since the tracker was under warranty, I mailed it to Fitbit and after 6 weeks, they replaced the tracker (which I believe is the same unit and it was merely glued) I used it for just a couple of months and the plastic pegs broke again. I contacted Fitbit and the only recourse they can offer is a discount on another Charge 4 or an older Fitbit model. The problem is that the Inspire and Charge 4 both have plastic pegs that break (based on many reviews on their Forum). I would like to upgrade to a newer model that *** be more sturdy and *** have a possibility of lasting more than a few months. Fitbit refuses to give me any type of credit for a better/newer Fitbit, such as the "Luxe" version. I would like Fitbit to offer me a substantial credit for a version of Fitbit that will not have pegs that break.Business response
08/20/2021
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
08/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My fitbit versa device was working properly until a firmware update on August 4th, 2021, the following Thursday, after being on the charging dock all night, the device wouldn't hold a charge for more than 8 hrs. They are trying to tell me that the device was already having an issue before the firmware update, it wasn't or I would have contacted fitbit sooner. I was able to camp, hike and vacation without charging for up to 5 and 6 days at a time prior to this update. The firmware update has now made my versa basically useless if it won't hold a charge all day. The fact that they are trying to tell me that it was an issue before it actually was is insulting and they are offering a 35% discount off a new device since my warranty has run out. I don't want a discount, I read the help forum to help with my issue prior to calling, many other are having the same problem. They are making devices obsolete and offering a discount on a new one. Unacceptable fix the firmware and restoreBusiness response
08/19/2021
We've previously followed up with the customer and stand by our last response.Customer response
08/20/2021
Complaint: 15748475
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
08/10/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
A charge of $216.45 appeared on my **** credit card on July 14, 2021.I contacted Fitbit, since neither my wife nor I purchased anything from Fitbit and did not authorize in any way.They created Case number: ******** They requested and I supplied them screenshots of the $216.45 charge on my **** statement.During conversations with their Customer Support team on the phone, they acknowledged the purchase was made by someone else and shipped to an address other than mine... i.e they acknowledge it was fraudulent.However Customer Support from ********************** say they do not have the authority to credit the $216.45 back to my ****, and that the credit can only be issued from "another department " at Fitbit. Its been over two weeks,and all I get is the run around when I contact them now... their response is "it's still under review by another department".They need to issue the credit.Business response
08/19/2021
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
08/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a Fitbit Versa 3 watch during a Black Friday sale in 2020. It has repeatedly malfunctioned. I've tried to do troubleshooting but the product is defective. It does not accurately or consistently track my heart during exercise. Eventually, I demanded a replacement Versa 3 and was contacted by Fitbit customer service on July 21, 2021 for additional information. Since then, I have followed up with them, but I have not received any response. Further, my watch now is malfunctioning in new ways. Not only have I wasted money on this, but I have worn a Fitbit for years as a loyal customer and do not deserve this condescending, disrespectful, negligent behavior. My Fitbit chat reference number is ********. Attached is one example showing my heart rate dropping precipitously (inaccurately) and that I had to restart the exercise setting. The iFit reading shows that I didn't even slow my exercise, ergo the Fitbit data is false.Business response
08/19/2021
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
08/09/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
i purchased a Fitbit luxe with 6 months free premium membership. I received my device towards the end of June and have had a multitude of issues since. I've worked with the company doing every step they asked multiple times as i had reps repeating steps to me. On 7/23 i was told to return the fitbit before they can do anything about sending me a replacement. I responded to them asking 3 questions. Those questions are as follows:1. Why do i have to go without my fitbit altogether?2. Can you please ship me the replacment middle piece first and i cna return the defective piece once i receive the replacement?3. Will my free 6 month premium membership restart when i receive the replacement being that i havent been able to uss the premium features?I have sent 5 emails since 7/23 and 3 ******** messages AND a phone call in which the representative literally laughed at my distressBusiness response
08/19/2021
We've previously followed up with the customer and reached a resolution.Customer response
08/24/2021
Complaint: 15744266
I am rejecting this response because: it's not true. Since the compliant they have been more willing to resolve the issue. I received the new pebble but i am still having the same issues. I am pending a response from them in regard to same. This is not yet resolved.
Sincerely,
*******************Business response
08/31/2021
We'll continue working with this customer to reach a resolution.Customer response
09/01/2021
Complaint: 15744266
I am rejecting this response because: it is still pending resolution. I've mailed back the device for full refund. I have yet to receive said refund.
Sincerely,
*******************Business response
10/06/2021
We've previously followed up with the customer and reached a resolution.Customer response
10/07/2021
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and after over 3 months of constant compliant s i find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
08/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased Fitbit Feb 2021.Fitbit burned arm, shorted out, and burned hair on arm, contacted customer support was told I qualified for full refund. Was sent label, printed, sent out July 5th. Package was signed for August 4th, fitbit verified this but said we're waiting on confirmation from warehouse and it'll be 5 business days for NEXT steps. It was delivered and signed for, YOU GOT IT! What confirmation. Im sick of getting different time frames, the run around, and steps, I just want my $180 refund! When this happened I was willing to still do business with them but after this nightmare! Never AGAIN. This isn't right! H****** says one thing, J*** says longer. Nothing but excuses and run around.Business response
08/16/2021
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
08/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My family has purchased 4 different fitbit devices over the last couple of years. We were assured that spending more money on a higher and better quality product, that it would last longer. We have purchased a Charge 3, a Versa, a flex, and most recently a versa lite. All 4 of our devices have conveniently failed and ceased to work at all just after the warranty period expired. When I contact Fitbit, I am offered a 25%-35% off discount on a new device to replace. It seems that their product is designed to fail just past its warranty period. When I contacted customer service, I am given a run around and told to call at night for a supervisor or at a different time. I offer my location, time zone, and request an exact time to call back when a supervisor will be present and I am blown off and told to just call back later. A competing product such as an apple watch will last years beyond fitbit for a slight increase in cost. A discount is no longer enough. I want a repair or replacement.Business response
08/16/2021
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
08/05/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Fitbit Charge 3 and it started having issues with the display. I spoke to a rep regarding the issue and I received a replacement, which then started giving me the same issue with the display. This continued to happen two more times, for a third and 4th replacement. The 4th replacement of the Fitbit Charge 3 which I received July 2020, has now began having the same issues with the display. I contacted FitBit and asked the rep if it would be possible to receive the Fitbit Charge 4 because it will have been my 4th replacement. I was told NO and I could buy it at a discounted rate. After doing some research it appears that the model (Charge 3) has a defect with the screen. I am just requesting them to replace my defective device with a device (Charge 4) that is not defective.Business response
08/14/2021
We've previously followed up with the customer and reached a resolution.Initial Complaint
08/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was gifted a Fitbit watch this past Christmas. As a long time fitbit watch wearer- the "Fitbit Sense" was a model up frpm the Fitbit Versa I had purchased a month or so before the holiday for myself. I mention the specific 2 models to you, because I believe you SHOULD get what yoOther than a prior warranty claim in 2016, which left my wrist burned with battery acid, I contacted the customer service cenetr and ******************** sent me a replacement watch, A NEW WATCH. Years have passed and thankfully I havent experienced any additional warranty issues with the Fitbit watch I continued to buy and wear. Fast forward- the Sense began to keep unreliable data and a day or so later powered off and would not charge. I bought a new charger, and contacted Fitbit to troubleshoot, Since the watch is not getting any power- the troubleshooting was quick and evident the watch was broken. Fitbit told me to :mail them the watch- and as soon as they recieve it, they will send a replacement.Ship at MY expense.Business response
08/14/2021
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
08/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a new Fitbit luxe and have had issues since day 1. It does not sync like it should. It frequently disconnects from Bluetooth. I have to spend a ton of time getting it to reconnect and sync. I miss out on notifications because it constantly disconnects. I’ve reached out to fitbits support and after troubleshooting for a brief time they stopped responding to emails. I want a refund or a replacement.Business response
08/10/2021
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
1,492 total complaints in the last 3 years.
498 complaints closed in the last 12 months.