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
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My Fitbit Ionic that started glitching and overheating in October 2023. I contacted support on October 25th 2023 to let me know that the item has been recalled for some time. They processed my recall claim with the following message:Dear Valued Customer,Thank you for registering for the Fitbit Ionic recall. We verified your account, disabled device syncing, and will issue your refund within the next 3-6 weeks.Note if you have multiple impacted devices, you must repeat the registration process for each ********* weeks after this message and no refund has been received. I called again, spoke to another rep and they told me that my claim was still waiting to be processed and I should be contacted soon. I feel even more embarrassed to have ever bought a FitBit product today after hearing that my claim was rejected 6 months ago when calling their claims handler ******** for a status report on my refund. All that they told me was that my claim was rejected without any details. I was told I would be emailed with their refund decision, but was never contacted. I would not trust this company given the danger their product put me in, and would not trust their third party claim handler ******** given the horrid 10 months I've spend just trying to secure the refund I was promised.Business response
06/28/2024
"Weve previously followed up with the customer and stand by our last response."Customer response
06/28/2024
Complaint: 21864733
I am rejecting this response because: that company has failed to offer a remedy despite offering to do so back in October 2023. It's well over 8 months and still nothing.
Sincerely,
*********************************Initial Complaint
06/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
-Purchased Sense 2 mid-late June 2023 through my old health insurance company with points earned -With new Sense 2, one-year warranty -Purchased 2-year protection plan for Sense 2 with Accidental Damage Coverage for $59.99+$3.00 tax -2-year warranty order on July 18, 2023 -About Jun 6, 2024, a metal band on the back of the Sense 2 fell off -I found a forum post about the issue with many others having the same problem -After nearly a week without reply, I used the support 24hr chat -After chat agent learns I received my Sense 2 though old health insurance, I am told I'll get a response via email, they need to discuss warranty options with their team -A day or two later, I got an email that I'm out of warranty, they will not send a replacement, but they'll give a small discount on a new product -What's the point of a protection plan with accidental damage if it doesn't cover the product when it's a manufacturing defect?Business response
06/18/2024
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
06/20/2024
Complaint: 21848168
I am rejecting this response because: I believe Fitbit is not honoring the one-year warranty on the device because I received it through a health insurance's rewards program. However, I cannot continue to use my time to hold a large corporation responsible. I am giving up with this complaint and will attempt to repair the device myself. I know that Fitbit does not care about me or the insignificant amount of money I spend. BBB may close the complaint, but it is not resolved and should reflect negatively on Fitbit.Business response
06/22/2024
"Well continue to work with the customer towards a resolution within the scope of our policies."Initial Complaint
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had my Fitbit for 4 months (bought it at target 01/19/24, which states it has 1 year warranty) and I officially don't have it anymore due to its faulty band that detached itself while I was at the store and now its lost due to its defect. I didn't realize it fell off until I got home and noticed it wasn't on my wrist. I checked the last time it synced and the time it showed was when I was at the store. I went back to the store and tried to locate it via Bluetooth finder and trying to sync it and no luck. It sucked because I loved my Fitbit and was recommending all my friends to buy one but now will be telling them otherwise if they don't make it right. I contacted support and they said "Your product doesnt meet the replacement requirements of our warranty policy and therefore isnt eligible for replacement." Like, what do you MEAN it doesn't meet the requirements? The band was faulty and defective! Their warranty says "Fitbit warrants to the original purchaser that your Fitbit-branded device and accessories that are new (the "New Product(s)") shall be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase" The band should not detach itself no matter what activity you're doing. I wear my watch 24/7 except for when I shower, so It really aggravates me that it fell because it's not my fault that it fell and now they don't want to make it right to a LOYAL customer. I was thinking of buying my husband a Fitbit for fathers day but this situation really has me second guessing that. I really hope they can make things right for me, but if not I will not be purchasing a Fitbit again.Business response
06/23/2024
Well continue to work with the customer towards a resolution within the scope of our policies.Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am trying to attach my smart watch to my new phone. I have asked if they can reset the password. They said they cannot find my email. Today the said they emailed me, but I have no email. I dont understand why they will not help me. I pay a monthly few.Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a fitbit Charge 5 on 12/6/22. In July '23 it stopped working, turned off and wouldn't turn on. Support walked me through options to try to reset it, none worked. They sent a warranty replacement. Late May of 2024, that device stopped working. Support walked me through the options and it stayed broken. That agent told me I'd receive an email about warranty information. I received an email that said: "Upon checking our system, were able to confirm that your Charge 5 already falls outside the warranty day coverage of 365 days... we'd like to offer you a 50% discount on your next purchase..." The device I was using was less than 365 days old. So I started another support chat and asked for a replacement. That agent told me no, but offered me a 35% discount on a new purchase. I replied that it's absurd to offer me a lower discount on my second inquiry, and asked for an email of the chat transcript. They agreed, I asked them to send the transcript while I was still connected so I could verify receipt. They said they were unable to do so. So I ended the chat and received this email: "Thank you for reaching out with your replacement Fitbit Charge 5 that is not working. We apologize for this, as of the moment we don't have the option to bring our chat transcript as we are facing issues with our chat box."That's convenient timing, isn't it? Fortunately, I copied and pasted the chat before I closed it. "-I recommend updating your Fitbit app to the latest version for feature enhancements.-I can't update my fitbit, it doesn't work...Please email me a transcript before we disconnect so I can verify recieving it?-Sure thing, please allow me a minute or two...Since we are chatting right now, I am unable to forward our chat discussion, we just need to end this chat for me to process this." As the chat ended, the agent suggested I update my fitbit to the latest software? Did they understand the problem? I'll certainly not pay ANY money for another fitbit.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
06/11/2024
Complaint: 21832570
I am rejecting this response because: the company merely indicates they will contact me, have not said how soon, so I'm waiting for that to happen before knowing if their response is acceptable.
Sincerely,
*******************Business response
06/17/2024
Well continue to work with the customer towards a resolution within the scope of our policies.Customer response
06/18/2024
Complaint: 21832570
I am rejecting this response because: It is not a response, it's another brush off. They have never contacted me as, they said they would, by any means at their disposal. They seem to be attempting to delay until I miss a deadline with the BBB and have this dispute closed.
Sincerely,
*******************Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
06/08/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On the weekend of May 4/5th Fitbit deleted my account which was registered with Fitbit premium that I had been paying for the premium service. I have contacted them numerous times with via phone as well as email and they have completely failed to resolve the problem THEY created. As a result of them deleting my account I can not register my fitbit device to a new account as it says its registered lost/stolen. I am so disgusted with the customer service offered by this company that I will NEVER purchase their products again. Absolutely disgusted in their problem solving skills. At minimum I expect them to replace the device I can no longer register because of THEIR error!Business response
06/23/2024
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
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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."
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Customer Complaints Summary
1,492 total complaints in the last 3 years.
498 complaints closed in the last 12 months.