Complaints

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:05/07/2025

  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.

  Late last year my partner and I signed up with Whoop to track our vitals and to quantify the results of our fitness routines. Soon after purchase we have realized that some of the stats were way off. For example, my resting hear rate was showing about 150 bpm while Apple watch and manual check were both showing about 75bpm. We went through the troubleshooting steps and even sent a photo showing how the Whoop device is positioned on our wrists. So far no response. It took me 3+ month of back and forth to update my email and reset password. I demand credit to be applied to my account for the time that I was not able to access Whoop

  Business Response

  Date: 05/08/2025

  Hi *******, 

  Thanks for contacting WHOOP Support. We are sorry to hear about this issue with your **************** and accessing your account. Happy to help. 

  Please know that we have added 4 months of credit to your account to cover the downtime you experienced while trying to access your account. 

  Be sure to reach out to ******************************** if you see any issues going forward with your WHOOP data, and our team will be happy to assist. 

  Kind regards,

  WHOOP Support Team

  One Kenmore Square

  ******, MA 02215

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

  Customer Answer

  Date: 05/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:04/25/2025

  Type:Order 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.

  Whoop has deceitful membership practices. They make it extremely hard to cancel their memberships, send no indication via email that you have a subscription, or that the subscription will auto renew in perpetuity. There is a class action lawsuit about this issue. They also make you take a multi question survey in order to cancel. Overall a terrible company with a subpar product.

  Business Response

  Date: 04/27/2025

  Hello and thank you for reaching out.
  
  At this time our support team has been in contact with you directly to confirm your refund and cancelation and to ensure that this is fully resolved.
  
  If you have any additional questions or concerns, please feel free to follow up within your current case with ********************************************************.

  Customer Answer

  Date: 04/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:03/29/2025

  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 am filing this complaint because Whoop is providing inaccurate and misleading data through their product. Over the past few years, I have reached out to the company multiple times to report that the sleep tracker was recording me as asleep when I was actually awake and walking around, which is clear evidence that the data is inaccurate.Despite raising this concern, the company showed no interest in addressing the issue. Instead of investigating or acknowledging a potential bug in their system, they dismissed my concerns and simply provided a link to request a refund. This response suggests they are indifferent to the accuracy of their product and unwilling to address potential ******** concern is that if the sleep data is inaccurate, then all other related data generated by the tracker is likely compromised, rendering the product unreliable. It is alarming that the company does not seem to care about the integrity of their data or the impact of providing false information to consumers.

  Business Response

  Date: 04/01/2025

  Hello, and thank you for reaching out. We are sincerely sorry for this experience.
  
  After further review, I can confirm that we received your email, and that our support team has responded to you with a resolution. We conducted a thorough review in an effort to troubleshoot any concern and provided troubleshooting steps to address any raised questions.
  
  Regarding the refund request a member of our team will follow up with you from ******************************** to provide the necessary information.
  
  If you have any other questions about this in the meantime, please reach back out within the support email and a member of our  team will be able to assist further.
  
  

• Initial Complaint

  Date:03/25/2025

  Type:Billing 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 had a 24 month Whoop membership, that I enjoyed but ultimately decided to cancel. I thought I had cancelled in the app, and stopped using the device. I was reviewing my credit card statement to see that I have been charged $30 per month for the past 3 months. I asked for a refund, knowing that they could see my activity and know that I was legitimately not using the tool.

  Business Response

  Date: 03/26/2025

  Hello, and thank you for reaching out. We sincerely apologize for the frustration and inconvenience youve experienced with your recent refund request.
  
  At this time, our support team has been in touch with you directly to provide an update on your refund and ensure this is fully resolved.
  
  If you have any additional questions or concerns, please feel free to follow up within your current case with ********************************************************.

  Customer Answer

  Date: 03/26/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:02/21/2025

  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 purchased a whoop on 02/14/25. On 02/15/25 I reached out to customer service attempting to cancel the order because upon doing more research I realized this doesnt do anything different than a product I already own. When I called the order number indicated that the *** had not received the package I was told I would not be able to cancel it until I received it. When asked to elaborate the representative refused to omit any information as to why I couldnt cancel but instead I have to wait till I receive it to cancel it. He began talking over me saying there was nothing he can do, when I informed him he was on a recorded line he hung up on me and blocked me from calling customer service. I paid ***** for shipping and now Im expected to pay 9$ to RETURN a product I was blocked from canceling.

  Business Response

  Date: 02/27/2025

  Hello, and thank you for reaching out. We sincerely apologize for any confusion caused by this experience. We want to help ensure that our team assists with any support inquiry as effectively and efficiently as possible.
  
  Once an order is placed, it moves quickly into processing to facilitate a speedy delivery. After further review of all communication, a member of our support team has since been in contact with you regarding your order cancellation request. A return label has been provided at no cost, and the initial shipping charge has been refunded.
  
  If you have any other questions about this process, please reach out within the existing support email, and a member of our team will be able to assist further

• Initial Complaint

  Date:02/19/2025

  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 received a free device from ******************** from an offer i saw online and when i got it i was using it for the next few months all happy that i got a free whop band. but they apparently charged my card about a year ago and i didn't even know. i got an email about a renewal saying that it was a membership and that they are trying to charge my card. luckily my card was locked but the first time they apparently did charge me $250. I dont want this i didnt know id be charged this and i want my money back. i tried contacting them but they have very bad support and didnt help me out with a solution at all which brings me here.

  Business Response

  Date: 02/20/2025

  Hello, and thank you for reaching out. We are sincerely sorry for any confusion in regards to the WHOOP membership subscription
  
  After further review, I can confirm that we received your email, and that our support team has responded with the appropriate information in regards to your account status.
  I can confirm you purchased a free 1-Month Trial Subscription. Your WHOOP membership subscription was activated on Nov 2, 2023. Following your Trial period, you were charged for a 12-month WHOOP membership subscription on Jan 1, 2024. During this 12-month period, heart rate data was uploaded frequently until January 4th, 2025. Unfortunately, we are unable to provide a refund for used services. Additionally, we do provide the terms of our Free Trial at checkout. Once your trial ends, you'll automatically join our 12-month plan for $239, or choose monthly financing ($30/mo for 12 months). 
  
  Currently, your WHOOP membership subscription is canceled and will result in no further charges. If you have any other questions about this in the meantime, please reach back out to ******************************** and a member of our team will be able to assist further.
  
  Best,
  WHOOP Support Team
  
  
  
  

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  

  I didnt know I was being charged though yeah I was using the service but Without knowledge of being Charged. This is unacceptable I need a refund immediately.

  
  FAQ
  
  Regards,

  Eliyahu

   

   

  Business Response

  Date: 02/27/2025

  Hello, and thank you for the response. We apologize once again for this experience but we are certainly glad that you reached out so that we could help.

  As noted, it appears that your Free Month Trial auto-renewed into an annual membership after the device was not returned within 30 days. From there, our records show that your WHOOP was in-use for the duration of the year. We apologize for any misunderstanding around the terms of the Free Month Trial and appreciate your patience as our team reached out to assist.

  At this time, our support team has been in touch with you directly to provide additional details regarding your request. If you have any additional questions or concerns, please feel free to follow up within your current case with ********************************************************.

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

   

  i want my refund I dont care what you have to say.

  
  
  
  
  FAQ
  
  Regards,

  Eliyahu

   

   

• Initial Complaint

  Date:02/06/2025

  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.

  December 17th, 2024, I signed up for a free trial for Whoop Inc.'s, WHOOP 4.0 smart wristband, which was offered for free, with the cost of shipping. It came along with a free 1 month trial to the software that lets the product provide information on sleep, heart rate variability, stress, etc. Great product and service on it's own. The day of my trial ending, I decided that continuing with their membership would not be ideal for me right now as I am struggling financially as a post-secondary student. However, when I accessed the Whoop App that provides the service to cancel the membership, there was no option. I did everything I could to try and cancel the trial but there was no help on the app that allowed you to do this. Only option was to change between annual and monthly billing. The next day, today, I spent a total of 6 hours researching how it can be done + writing emails to WHOOP. I figured it out and in order to cancel my membership I had to go on the web client version of the website, where the option was available in a very faint grey font. Turns out, since my trial ended, I have enrolled in a 12-month commitment to the service and have no option to cancel immediately. I only have the option to pay $40 CAD monthly for 12 months or pay the total now. I believe this is predatory marketing and signed me up for something I did not ask for. I understand there are terms that can be read between the lines permitting this. Probably legal, but definitely unethical in my opinion. All I request is to opt me out of this "commitment" and maybe form a solution so nobody else falls victim to this.

  Business Response

  Date: 02/07/2025

  Hello, and thank you for reaching out. We are sincerely sorry if you feel as if our membership options and terms are confusing. It is certainly never our intent to make our members feel as if they are unclear about their membership options when purchasing the WHOOP device. Our ***************************** website describes each available payment plan in detail and specifies that there is a 12-month minimum after the Free Trial ends if you do not cancel within 30 days. It also provides an explanation as to what a commitment plan entails in the **** section, labeled What is the commitment period on the monthly membership? Please note that in addition to our ***************************** flow which outlines what a commitment is and how it applies to our membership plans, Sections 5 and 16 of our Terms of Use also outline this and our Warranty and 30-Day Return Policy, which describes the Policy in detail in addition to providing instructions of how to cancel your Membership and return your WHOOP Strap for any reason within thirty (30) days of receipt of your WHOOP Strap for a full refund of the Initial Membership Fee.
  You can view our Terms of Use here: ************************************************. Our support team has since followed up with you directly via ******************************************************** to set up a return of your device and cancelation of your membership. If you have any additional questions, please follow up within the current support case.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair 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 have a faulty device that i pay a recurring membership for and when reaching out to the company I recieve the same suggestions to repair the device and thus far it has never been replaced nor has the suggested actions to the item ever resulted in its repair.

  Business Response

  Date: 01/31/2025

  Hello, and thank you for reaching out. We are sincerely sorry for any frustration you may have encountered. We want to help ensure that our team assists with any support inquiry as effectively and efficiently as possible.
  
  After further review of all communication, a member of our support team has since been in contact with you and is working on the next step of providing you with a Sensor replacement.
  
  If you have any other questions about this in the meantime, please reach back out within the existing support email and a member of our team will be able to assist further.

  Customer Answer

  Date: 01/31/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:01/26/2025

  Type:Service or Repair 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 filed a return for my order due to a physical handicap. whoop systemically delayed the resolution and when they assured me that there was a resolution, I found that they only opened a return for the band itself. This company is employing tactics that are not ethical, responsible, or in the best interest of consumers. They demanded that I send a video of how I struggle with the device. I am a marine veteran with physical disabilities in my hands. The whoop band advertises itself as a simple device that is easy to use. This was not the case for me. I was within the return timeframe after getting this for a holiday gift. I am requesting a full refundnot the return label for one of the bands I purchased. I want to return the whole device. I was very clear in my problem and have documented my correspondence with customer service. This company needs to be held accountable for their practices which hurt consumers who expect a fair shake when it comes to their own personal health and devices which require subscriptions.

  Business Response

  Date: 01/27/2025

  Hello, and thank you for reaching out. We are sincerely sorry for this experience with your return process.
  
  
  After further review, I can confirm that we received your email, and that our support team has responded to you with a resolution.
  
  
  To confirm, a refund of your original order was provided. The membership subscription has been canceled.
  
  
  If you have any other questions about this in the meantime, please reach back out within the support email and a member of our team will be able to assist further.

  Customer Answer

  Date: 01/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:01/24/2025

  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.

  on December 16, I signed up for a free trial of WHOOP. I tried it out for about four days and honestly hated it, I went in and I canceled it. I had to go on the desktop version in order to cancel it. January 16 I was charged for the whole annual membership, in the 22nd. It was posted to my account. Trying to get in contact with this company is ridiculous, they never answer provide any help. I am not paying $250 for service I did not use.

  Business Response

  Date: 01/25/2025

  Hello and thank you for reaching out.

  At this time our support team has been in contact with you directly to confirm your refund and cancelation and to ensure that this is fully resolved.

  If you have any additional questions or concerns, please feel free to follow up within your current case with ********************************************************.