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Business Profile

Health and Wellness

Headspace USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

Complaints

This profile includes complaints for Headspace USA's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 84 total complaints in the last 3 years.
    • 37 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:04/21/2025

      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.
      Hello *****, We appreciate your patience. Im **** with the Member Experience team and your case has been escalated to me for further assistance. I apologize for any inconvenience this situation may have cause Regrettably, Headspace is unable to cancel subscriptions purchased through the ****** Play store or offer a refund for those purchases reach out directly to ****** Play Support here: ****** Play Support. Please provide them with this GPA number for assistance in locating your ****** account associated with this subscription: GPA.3384-2335-1293-38928..4 The 'Disconnect with ******' option is not available. Once your subscription has been disabled through ****** Play, please let us know.**** Member Experience ****************************** Apr 17, 2025, 10:07PM PDT I have already attempted to do what you have asked. I do not have a ****** subscription headspace.See attachment with screenshot that showes the cancel membership link is not blue, which means it does not work.Your frequently ask questions even states that if the above is senario exists than headspace needs to activate the membership cancellation link on the headspace account settings page, again see attached screenshot of this page with the words there in gray, the link is not active, in other words the link is broken and someone at headspace needs to reset it, per your websites q&a or frequently asked questions section.if this doesnt make any sense please elevate this issue to the appropriate party or supervisor to complete. I will gladly cancel this subscription if any of these ways would work!

      Business Response

      Date: 04/22/2025

      Hello BBB of **************,

      I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
      First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
      After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution. 
      As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
      Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
      Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.

      Customer Answer

      Date: 04/24/2025

       
      Complaint: 23228510

      I am rejecting this response because: Headspace has not provided me with any receipts or transactions history that show any past credits or refunds. They have never shown this transaction history to me on their website or through ****** play. I want to see the transaction history, and headspace must refunds all years where they hid these unauthorized transactions from me.

      Sincerely,

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

      Business Response

      Date: 04/28/2025

      Hello *****,
       
      We appreciate your patience. Im **** with the Member Experience team and your case has been escalated to me for further assistance. I apologize for any inconvenience this situation may have caused.

      Regrettably, Headspace is unable to cancel subscriptions purchased through the ****** Play store or offer a refund for those purchases as they are subject to ******'s payment policy and ****** does not provide us with access to process those requests.
       
      We encourage you to reach out directly to ****** Play Support here: ****** Play Support. Please provide them with this GPA number for assistance in locating your ****** account associated with this subscription: GPA.3384-2335-1293-38928..4
       
      Also, I wanted to provide some clarification regarding the  'Disconnect with ******' button in your screenshot. This is not a subscription cancellation button. The options on this page allow you to connect or disconnect social credentials to use for logging in to your account. The 'Disconnect with ******' option is not available because it is the only login option attached to your Headspace account and disconnecting it would prevent logging in. We'll be happy to disconnect this for you, and assist you with setting up a password to use for login instead.
       
      Also, please note that our system will not allow the deletion of an account with an active subscription. Once your subscription has been disabled through ****** Play, please let us know and we can assist further if you'd like your Headspace account deleted.

      I understand the confusion and I sincerely apologize for any frustration. We truly value your feedback and will ensure your comments are shared with the relevant teams.

      Warm regards,
       

    • Initial Complaint

      Date:04/08/2025

      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.
      On 03/24/25 I signed up for a free Trial of the mental health app, Headspace. The free trial was for 2 weeks, and I signed up for it through the app. On 04/06/25 I went on the app and deleted my account, so that I wouldnt be charged for the subscription. On 04/07/25 I was charged the annual free for the app, which I assumed would not occur from deleting the account on the app-they should no longer have any of my personal information after I delete the app. I have reached out to their customer support, but you are not able to talk to a representative, they must contact you. Based on my research online, this has been a problem for a lot of people, and the company refuses to give a refund. However, since I believe it is a fault/mislead issue with their app, I would like one. Thank you so much

      Business Response

      Date: 04/08/2025

      Hello BBB of **************,

      I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
      First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
      After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution. 
      As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
      Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
      Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.

    • Initial Complaint

      Date:01/24/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      On January 11th I was charged for a second year of Headspace Service. I signed up for ONE year of Headspace subscription in January of 2024. I never wanted a second year of it. I have never used Headspace since being billed for a second year. An acceptable resolution is a refund to my original credit card that got charged for a second year when I only signed up for one year.

      Business Response

      Date: 01/27/2025

      Hello BBB of **************,

      I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
      First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
      After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution. 
      As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
      Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
      Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.

      Customer Answer

      Date: 01/29/2025

       
      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:01/24/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      **************************, a meditation app and website, has automatically saved and charged my debit card for an annual subscription renewal without notification and without my consent. ********'s Terms and Conditions are deceitful and unfair. Buried within its Terms and Conditions, which are "acknowledged" by checking a box upon initial subscription, auto renewal is the default without customers being able to opt out or given the chance to choose any other option. Customers' payment methods are saved on file by the company without customers' acknowledgment and without customers being able to opt out of having their payment information saved. Customers are not explicitly notified that their payment method is saved and that their subscription will be auto-renewed. Customers do not even receive a notification that their subscription is about to expire and will automatically renew (nor do customers receive an email with notification that their subscription is about to expire with an invitation to renew). Customers do not receive notification once the charge has been processed either. As a result, customers are unknowinglyand unwillingly charged money, and told that thecompany is "unable" torefund them, which is of course not true. The company has the ability to issue refunds, they are just attempting to take advantage of customers in a predatory fashion. This damages untold numbers of customers.

      Business Response

      Date: 02/05/2025

      Hello BBB of **************,

      I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
      First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
      After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution. 
      As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
      Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
      Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.

      Customer Answer

      Date: 02/07/2025

       
      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. I received a refund. I still hope that Headspace changes its deplorable policies. Thank you BBB for your help! 

      Sincerely,

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

    • Initial Complaint

      Date:01/17/2025

      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.
      On December 16, 2024 I signed up for a 30-day free trial with Headspace. I had to pick a subscription to follow after the free trial. On January 8, 2025 I received an email from Headspace saying that my free trial was about to end. I canceled it the same day through the link in the email. I received an email on January 14, 2025 saying that Headspace tried and failed to collect money from my bank account for the yearly subscription. I logged into my account to see that my free trial was canceled, as well as my upcoming subscription. I contacted the customer service phone number multiple times, by which I was continuously left on hold and told to leave my information for a call back. I sent an email as well with proof of the canceled subscription and have received no response.On January 14, ************************************************************* the event that they were going to keep trying to take money. On January 16, 2025 around 5:15 I received an email saying that the money was taken and I could receive an email copy of my receipt. They used my last payment method to take money even though I deleted that card from my file. They charged me $69.99.They have made it extremely difficult to get in touch with them and are very unresponsive. This is unacceptable and unethical. I needed that money to pay for something important.

      Business Response

      Date: 01/27/2025

      Hello BBB of **************,

      I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
      First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
      After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution. 
      As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
      Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
      Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.

    • Initial Complaint

      Date:12/30/2024

      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 subscribed to Headspace in November 2023. I didn't know the annual membership would auto-renew. See attached confirmation with no language indicating an auto-renewal. I didn't use the app much and did not plan to renew. When the subscription auto-renewed, I contacted them to ask for a refund and was denied. In addition, the agent refused to escalate the request to a manager.

      Business Response

      Date: 01/01/2025

      Hello BBB of **************,

      I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
      First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
      After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution. 
      As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
      Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
      Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.

    • Initial Complaint

      Date:12/30/2024

      Type:Sales and Advertising 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.
      On November 26, I noticed via ****** that I was charged $69.99 for a subscription renewal. I thought I had canceled the subscription. I asked for a refund via email since I don't use the app.On December 5, they informed me that the renewed account was for another email and they refused to refund me. I am still not convinced that the charge was legitimate, so on December 6, I emailed to ask for details of the subscription plan and initial payment. I also asked for assistance since I am not able to log into the account, even after resetting the password. I got no response, so on December 17, I sent in another help request through their website. I have received no response as of December 26. I would like a full refund due to unclear billing, subscription not being used, inability to log in, and lack of response from customer service.

      Business Response

      Date: 01/13/2025

      Hello BBB of **************,

      I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
      First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
      After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution. 
      As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
      Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
      Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.

    • Initial Complaint

      Date:12/11/2024

      Type:Product Issues
      Status:
      Resolved
      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 was charged $69.99 by Headspace on 11/27/24 for a new annual membership. I didn't realize I still had an account with ********************** and was never sent a reminder to renew. Within minutes of being charged I cancelled my account and contacted them to inquire about a full refund. I never heard back from them and sent a follow up email on 12/4 and received a generic response on 12/5 stating they cannot refund me. I also noticed that they were offering a 50% discount online so I asked if they could at least honor the discount they were offering to everyone else (sent via email on 12/5). Again, I never heard back from them and sent a follow up on 12/11. At this point, I was frustrated because it's been difficult to get in touch with customer service. It's also frustrating because any other app or online service I've used has always offered the discount they are advertising to everyone online and would respond quickly. Furthermore, their website is misleading in the fact that it clearly states "Cancel Anytime" which implies your subscription is cancelled at the time you request it, not a year later. Headspace is suppose to be a company that helps people with mental health. Unfortunately, I'm reminded of this frustrating experience and don't even want to try to use the app. After following up on 12/11, I received another generic response stating they will not issue a refund, not even a prorated or the discount that was offered to others. Based on other complaints on BBB and other websites, it appears this is an ongoing issue with Headspace regarding customer service and misleading advertising to cancel.

      Business Response

      Date: 12/17/2024

      Hello BBB of **************,

      I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
      First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
      After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution. 
      As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
      Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
      Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.

      Customer Answer

      Date: 12/20/2024

       
      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:12/11/2024

      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.
      On November 28, I was charged $69.99 USD due to an auto-renewal that I did not authorize. Within hours of the transaction, I requested a refund, as I do not wish to continue with the subscription for another year. However, my request was denied. This is highly unethical, as I did not consent to this charge in the first place. Headspace is refusing to provide a refund.

      Business Response

      Date: 12/17/2024

      Hello BBB of **************,

      I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
      First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
      After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution. 
      As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
      Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
      Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.

    • Initial Complaint

      Date:12/09/2024

      Type:Billing Issues
      Status:
      Resolved
      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 turned off automatic renewal with headspace and they turned it back on. When I received an email that my subscription renewal was about to be charged, they disabled my ability to access my subscription administration to be able to cancel the account before renewal. This is fraud and has been reported to the ****I will be filing a fraud credit card charge with my bank if I am not refunded immediately.

      Business Response

      Date: 12/17/2024

      Hello BBB of **************,

      I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
      First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
      After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution. 
      As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
      Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
      Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.

      Customer Answer

      Date: 12/20/2024

       
      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,

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

    Headspace USA is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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