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Business Profile

Computer Hardware

Fitbit, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

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

Find a Location

Fitbit, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Fitbit, Inc.

      199 Fremont St San Francisco, CA 94105-2245

    • Fitbit

      803 - 305 King St W Kitchener, ON N2G 1B9

    • Fit Bit

      2670 Executive Drive Indianapolis, IN 46241

    Customer Complaints Summary

    • 1,347 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/10/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Registered my Ionic for recall refund on 09/01/2024 and they disabled my watch on the same day. Now they told me to wait 3-6 weeks to receive the refund of amazon gift card worth $299 USD but its been 5 months already.Reference number: ****************

      Business Response

      Date: 02/10/2025

      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:02/08/2025

      Type:Product Issues
      Status:
      Answered
      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 Versa for May of 2024. February 6th 2025 my Fitbit started flashing a blue screen and showing a red X on the screen. I contacted Fitbit they tried to factory reset which did not work. They have asked me to return my Fitbit and it will take about 20 business days for me to even receive a replacement. Due to a medical condition I need my Fitbit and they refuse to send me the replacement with a return shipping label and box so I can send this one back once I receive my replacement. I would like a replacement sent to me with a return shipping label and box or I would like a full refund

      Business Response

      Date: 02/08/2025

      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: 02/09/2025

       
      Complaint: 22916588

      I am rejecting this response because: i received a email stating a new one will be sent but didnt confirm if my new fitbit will have warranty? 

      Sincerely,

      ******* *******

      Business Response

      Date: 02/10/2025

      Well continue to work with the customer towards a resolution within the scope of our policies.

      Customer Answer

      Date: 02/10/2025

       
      Complaint: 22916588

      I am rejecting this response because: I still have not received a response via email confirming a replacement and will there be warranty on the new device? Ive only had this device for 9 months and its defective


      Sincerely,

      ******* *******

      Business Response

      Date: 02/10/2025

      Well continue to work with the customer towards a resolution within the scope of our policies.

      Customer Answer

      Date: 02/11/2025

       
      Complaint: 22916588

      I am rejecting this response because:
      I've provided my information on two different occasions and still have not received a confirmation that the replacement has been sent once I received that email I will go ahead and accept the businesses response but until then I cannot accept it when there has not been a valid resolution
      Sincerely,

      ******* *******

    • Initial Complaint

      Date:02/07/2025

      Type:Product Issues
      Status:
      Answered
      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.
      My name is ******* *****. I applied for the fitbit ionic recall back in July of 2024. My fitbit device was disabled, and on 7/15/24 I received my reference number, and an email stating I would receive my refund within 3-6 weeks. It has now been 7 months and I can not get any information about my refund. Fitbit disabled my ionic device and did not refund the funds as promised. I am seeking the refund as promised.Fitbit Ionic Recall Account Verification - Reference **************** Fitbit <************************************************************>Jul 15, 2024, 9:26AM to me 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 device.If you have any questions, contact us.Your safety is always our top priority. Thank you for your continued support and being a member of the Fitbit family.

      Business Response

      Date: 02/08/2025

      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:02/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This is the second FitBit I have purchased that has caused a reaction or burn on my wrist. I use it as specified includig the cleaning. The first time I thought I was unlucky with a defective unit. The second time contributes to a pattern.

      Business Response

      Date: 02/07/2025

      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:02/07/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Unpaid Ionic recall refund. Registered my Ionic for refund on Oct 16, 2024. Been 4 months and still no refund.

      Business Response

      Date: 02/07/2025

      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:02/05/2025

      Type:Product Issues
      Status:
      Answered
      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 have been a fit if user for over two years using a Versa 3 platform manufactured by Fitbit. Recently I received an email indicating that some Versa 3 devices were identified as having a battery overheating issue. In this email I was informed that I must perform a software update for the battery overheating issue. The email also informed me that I must perform this update but February 23,;2025 or my Fitbit data would be deleted completely after that date.After performing the update for the battery overheat update, my Versa 3 failed to operate properly. I contacted Fitbit support for assistance. After troubleshooting my problem, I was informed that my Versa 3 was out of warranty, and unable to support the battery overheating issue update. The only resolution provided by Fitbit was to purchase a new Fitbit product at my personal cost. The failure of my Versa 3 was caused by a mandatory update by Fitbit. They provided no resolution other than out of pocket costs assigned to me for the failed update I was forced to upload.

      Business Response

      Date: 02/05/2025

      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:02/05/2025

      Type:Product Issues
      Status:
      Answered
      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 submitted my recall form on March 5, 2024 then fitbit disabled my Ionic watch. I was told I will get the refund in 3-6 weeks but its been 10 months already. Fitbit reference number ****************

      Business Response

      Date: 02/05/2025

      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:02/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought a Fitbit ACE LTE for my daughter, who is 12 years old, to wear to school for emergency SMS and tracking. I also paid for one year of LTE cell service for the watch. A volleyball during PE hit her wrist and it fell off, cracking the screen, and Fitbit refused to replace the screen. This was created for active kids, not toys.

      Business Response

      Date: 02/04/2025

      Well continue to work with the customer towards a resolution within the scope of our policies.

    • Initial Complaint

      Date:02/04/2025

      Type:Billing Issues
      Status:
      Answered
      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 has been charging my Apple Card for months I call n they say will cancel it next month same this has been going on for more then 6 months

      Business Response

      Date: 02/04/2025

      Well continue to work with the customer towards a resolution within the scope of our policies.

    • Initial Complaint

      Date:02/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought a Versa 3 Fitbit over a year ago. It worked great until I started wearing while swimming. Now, some features don't work such as it no longer records my miles and the face remains black. The clock face used to show all the time. I called Fitbit twice about the problem and each time we did a reset. It didn't work. I called back to request a new Fitbit because those remedies didn't work. I was told my watch was no longer under warranty, so I wasn't eligible for a ***lacement watch. I explained that Fitbit guarantees my Fitbit is submersible in water up 50 meters of water and is safe for swimming. The *** said he needed to pass my request up to someone else because he wasn't authorized to approve something like that and he'd have someone contact me. I got an email a couple days later, but it didn't address my request. Instead, I was given instructions to reset features relating to recording my swimming data. I wrote back reiterating my request for a new Fitbit and why I thought they should ***lace mine. I have yet to hear back from them. I think either the Fitbit is faulty or they've mis***resented the claim that my Fitbit is waterproof. Regardless, I believe the guarantee the supersedes the warranty protection.I bought the Fitbit at ****** for $159.95, but I no longer have the receipt.Thank you for your help in resolving this issue for me.Kawaji Armitage

      Business Response

      Date: 02/04/2025

      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.

    Fitbit, Inc. is NOT a BBB Accredited Business.

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