Complaints

This profile includes complaints for Fitbit, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  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

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.

• Initial Complaint

  Date:08/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 my Fitbit Sense on 7/ 22/ 22. Approximately one month later it wouldn't charge. Over the next few months (because of me), they worked with me and replaced my device. On 7/22/23, one year to the *** of purchase it stopped charging. I didn't realize that they were open on the weekends so I contacted them on 7/24/23. They asked me to email them a screenshot of the purchase. They responded to that email stating that it was out of the one year warranty. I replied that it was unacceptable and that I would be contacting the BBB. They responded that they made a mistake and asked me to send them the information I just had sent. I got the same response that there was nothing they could do. I had previously owned the Fitbit Blaze and after a forced update the watch stopped charging. After doing research, this occurred to many people. It was past the warranty period and they offered me a discount on a new one. I refused but when the Blaze was recalled and I received a refund, I thought I would give them another chance. I regret it. I didn't pay over $200 to have the watch work exactly one year (including the time that I had to have the watch replaced).

  Business Response

  Date: 08/08/2023

  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 **.

• Initial Complaint

  Date:08/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 3 watch. It came with 3 months free Fitbit premium membership. I continued the membership after that for $9.99 monthly which was billed through PayPal as DigitalRiver US **** The watch quit working approximately July or August 2022. I bought a ******* smart watch so I no longer needed or used the Fitbit app so I cancelled it in August 2022 through the Fitbit app. I continued to be billed $9.99 monthly from DigitalRiver (which is my fault for not catching that it was a charge for the Fitbit app). When I realized it on July 25, 2023 I tried calling DigitalRiver on the phone number listed on PayPal and it isn't in service. I emailed them for a refund and they directed me to FitBit. That email is not a working email. I got on FitBit's website and was able to find a phone number. The lady I spoke with kept asking the same questions about if I got an email confirming my cancellation. I don't remember since it was so long ago. She also said I cancelled the subscription after the trial period. Clearly I did not. She then told me she could check into it further then email me. The email states they don't issue refunds. I was able to stop the monthly withdraw from my account through PayPal but a refund would be fair since I canceled the app.

  Business Response

  Date: 08/08/2023

  Weve previously reached out to the customer and believe the case is resolved.

  Customer Answer

  Date: 08/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 placed an online order for a Fitbit ****** 5 watch on 7/2/23. There was a promo attached to the purchase, i.e., $19.99 for a Premium Membership subscription and 2-yr protection plan, each of which would cost $19.99, a total of $39.98 if bought separately. I never got an email to tell me the status of my order, so I called Fitbit Support on 7/5/23. The person I spoke with could not tell me the status: she said the ****** 5 in black was backordered until Aug. I told her my order was for a white ****** 5 (Lunar White/Soft ****** She said that was in stock. So I asked again why wasn't it shipped or why didn't I get an email about the status? I asked her to check on the status. She couldn't tell me what the status was! I was so irritated, coz on the same day I ordered my Fitbit, I ordered my husband a *********************** Band 7 Pro & got t** on 7/6/23. I know these are 2 different products, but I got updates and status emails on that watch: status actually said the Xiaomi was gonna arrive on 7/8/23, but it arrived 2 days early. No one could tell me the status on the Fitbit order, so I canceled the order. I got emails stating the WHOLE order was canceled. I got a refund for the watch, but not for the $21.59 ($19.99+tax) on the combined premium membership fee & 2-yr protection plan. I called today and spoke w/ ****** who said they "don't make refunds on a service they provide" coz it is a service and not a product. I reiterated that I NEVER even used the service coz I canceled the watch, so the service was NEVER provided to me at all: there's NOTHING to use the service on!! I told her this totally ***** and is plain stupid. I asked who I can call to get a refund on a service that was NOT provided to me, she said it's the same # to call, but anyone who answers will tell me I will not get a refund. I never heard such a thing here in the US: if you pay for a service and never got the service, YOU SHOULD GET A REFUND FOR THE UNUSED SERVICE!!!

  Business Response

  Date: 08/07/2023

  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 **.

  Customer Answer

  Date: 08/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have emailed to say they will refund me, and if so, that will be satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/05/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 on July 10, 2023. When I opened the box, and attempted to charge the Charge HR, it would not charge, and was not detected by any Bluetooth or otherwise to indicate it was an operational device. I immediately called the company and was instructed to prepare to return the device to ********************** for a replacement. They informed me they would not send out a replacement until they received the defective device from me. I sent them a bunch of information they requested, and took the package to the local ***** drop off the next day (July 12). The customer service rep told me that once they received their defective device, it would be **** business days before I would receive the device. I called ********************** back the week following to make sure they received my return. They told me they had no record of my return. I got angry and called right back to speak to a different rep (same day). He (***) told me that they had my device at their warehouse and had already sent out the replacement (July 20). By the end of July, I had still not received my device. I called back (July 28) and was told that they would send out my device immediately with two-day shipping. I did not receive my device by three days (August 2). I called back and they told me they were experiencing shipping delays (this is the FIRST MENTION of this) and they would send me a tracking number as soon as my device shipped. I have yet to receive a shipping number or any other contact from the company. When I emailed them about not receiving any shipping information, I received the same response they have been tossing out- sorry for the inconvenience, resolve asap...blahblahblah. I can't believe this brand new device, returned almost immediately, is not on my wrist by now, and I have been so angry about this - undue stress. They refuse to refund- I want them to send me a replacement immediately with expedited shipping, guaranteed to reach me in two days or overnight.

  Business Response

  Date: 08/15/2023

  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 **.

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Back in March of 2023 I had a heart rate malfunction on my Fitbit versa 4 which I purchased in November of 2022. I had to go through a lot of issues to have it replaced including reporting to the Better Business bureau. Now as of August 3rd 2023 I am experiencing the exact same problem. When I reach out to their customer service I receive the exact same service that I received in March of ******************************************************************** replacement. I purchased the extended warranty in November of 2022 that included accidental damage. The damage and issue I am experiencing now is not accidental. However I have the coverage regardless.When I reach out I am told to do the same troubleshooting steps over and over again to no avail. I am told I will receive an email which I have yet to receive and I know that I will be dismissed because of my previous experiences. This seems to be a common problem with this company. I simply just want to use my warranty and have the pebble replaced or properly repaired.

  Business Response

  Date: 08/07/2023

  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 **.

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Id like to file a complaint regarding product warranty. My sons Fitbit Versa 2, serial number ************, fell off i the middle of a lake due to a band failure- he saw it fall off and the clasp was still attached meaning the band separated from its connection to the watch. During my chats with Fitbit customer service I was advised that this watch was not covered due to their warranty policy, despite the watch being less than a year old. This watch was a replacement for the originally purchased versa 2 which shorted itself out in the factory supplied charger and melted both the watch and the charger. Fitbit honored the warranty on the previous watch but is stating that the timeframe for the warranty for this current watch is tied to the original date of purchase. This concept is unfathomable- how can a warranty for a brand new product be tied to the date of a previous purchase. It is entirely possible that the replacement watch was not even manufactured at the time of original purchase. Id like to request that Fitbit honor the warranty for the watch since it was a mechanical failure, not due to abuse or misuse, and replace the watch.

  Business Response

  Date: 08/07/2023

  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 **.

• Initial Complaint

  Date:08/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchase of pixel watches is from May 31st for the amount of $2,033.95. I have been deliberately disrespected by Fitbit on all accounts. They have show no respect to my time or my money. I initially bought these watches 2 months ago and after finding them for cheaper on ******** website I asked if I could return them. They allowed me to and what happened next was painful. It has been a very long time since my returb arrived to them and inspite of me calling every day and being told my return is recieved, my refund still has not been processed. I have been lied to and cheated as I no longer have my product or my money. The team at Fitbit must take accountability for their horrible handling of this case and a refund is long over due! my order is 0rksdfxm1e03p and I have attached the label as well as the tracking for my return.

  Business Response

  Date: 08/15/2023

  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 **.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20426545
  
  I am rejecting this response because:
  

  The business has not reached out to me nor have they provided any timeline as to when they will do that.

   
  

  Business Response

  Date: 08/18/2023

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

  Customer Answer

  Date: 08/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************** *******

• Initial Complaint

  Date:08/05/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The transaction is for the amount of $1525 CAD from June 7th. I returned my items more than a month ago and have had at least 7 calls with their support and they still have not refunded me my money. In fact a supervisor even advised me 2 weeks ago that my order would be refunded in 4 days, however this did not happen. I have attached all documents explaining my communication history as well as my return arriving to fitbit.

  Business Response

  Date: 08/08/2023

  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 **.

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 sent 6 Fitbit Ionics for a recall which would mean I would be entitled to $299 per as stated on their website. 3 months in Fitbit hasn't issued the recall money owed to me, so I decided to call them up and see what's going on. Customer support informed me that I'd be receiving the money for them by June 9th as that marked ****** business days---pretty sure that was the length of time to wait for them to issue I, but not sure---I had to wait for them to issue the money after they are verified Fitbit Ionics. 2 weeks pass and still nothing so I call them up again, but the shocker here is the customer support who told me the *********************** were verified by the technicians that they were indeed Fitbit Ionics now tells me that they were not Ionic watches I send them stating," Item was not impacted". If the item is not impacted, what is the reason Fitbit has a recall on the watches I sent back to them if it is "not impacted for recall".

  Business Response

  Date: 08/04/2023

  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 **.

   

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The watch came apart and can no longer be connected to a band. I'm requesting a refund and not a replacement because online reviews show the product is problematic.

  Business Response

  Date: 08/04/2023

  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 **.