ComplaintsforWhoop, Inc

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  WHOOP is using extremely misleading business practices to encourage people to unknowingly commit to 12 month contracts. They hide the important terms in extremely long ****************** documents while also making it seems like you can pay month to month when in fact you are committing to 12 months. It's deceptive at best.

  Business response

  07/17/2024

  Hello and thank you for reaching out. We do apologize for the confusion here regarding our Free Trial and the associated 12-month commitment. It is never our intention to provide misleading information about the terms of your subscription.
  
  Our Terms of Use state that in the case of a monthly Membership, you authorize WHOOP to charge your credit card after each one (1) month pre-paid period ends and, subject to our Warranty and Return Policy below, you may only cancel your monthly Membership after your initial commitment period of twelve (12) months ends.
  
  Additionally, we do provide the terms of our Free Trial at checkout. Once your trial ends, youll automatically join our 12-month plan for $239, or choose monthly financing ($30/month for 12 months). Ive included a screenshot below that is displayed at checkout.
  
  After further review, we can confirm that our support team has recently been in contact with you to set up a return and full cancelation of your membership.
  
  As noted, our support team has followed up to ensure that all of your concerns have been addressed.

  Customer response

  07/17/2024

  [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

  06/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Whoop has deceptively offered its product to customers through its misleading Free Trial program. As I can see by reading other BBB complaints, I am not the first to fall prey to this practice. I, like others, signed up for a one month trial of the Whoop device. Like others at the end of the month I was still curious about the devices continued utility and decided to continue on a month-to-month plan as opposed to the 12 or 24 month plans as their website describes under multiple sections about the free trial (screenshots attached). The statements say, At the end of your trial, you'll auto-enroll into a 12-month membership, or choose month-to-month. If WHOOP is not for you, just cancel and send your device and battery pack back. You will be responsible for return shipping costs. And under Free Trial FAQ, If you want to continue your WHOOP membership after your trial, you'll be automatically enrolled onto our 12-month plan, or you can choose a month-month plan. These statements exist in multiple prominent places and after multiple communications with Whoop to try to resolve this matter I am convinced more than ever that this is an intentional deception. That view is only reinforced by the multiple BBB complaints regarding the same issue. These statements obviously convey the message that a month-to-month option is available which is commonly understood to mean that the premium paid for a month-to-month plan is in exchange for the option to cancel prior to the following month. The or in those statements clearly communicate that choice. Whoops response is to point to a statement buried in their terms of use, which while true, does not negate the multiple prominently placed statements to the contrary. This is called a bait and switch and they are illegal, a type of fraud. My desired resolution is the refund of all monies above the $30 for the additional month of service and the cancellation of this commitment.

  Business response

  06/17/2024

  Hello, and thank you for reaching out. We are sincerely sorry if you feel as if our membership options were misleading. It is certainly never our intent to make our members feel deceived about their membership options when purchasing the WHOOP device.

  Our join.whoop.com website describes each available payment plan in detail (including the Free Trial) and specifies that there is a 12-month minimum when signing up for a $30 monthly payment plan after the trial period ends. It also provides an explanation as to what a commitment plan entails in the FAQs section, labeled What is the commitment period on the monthly membership?
  
  Please note that in addition to our join.whoop.com flow which outlines what a commitment is and how it applies to our monthly 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 by providing instructions of how to cancel your Membership and return your WHOOP for any reason within thirty (30) days of receipt of your WHOOP for a full refund of the Initial Membership Fee minus shipping.
  
  You can view our Terms of Use here: ************************************************
  
  Our support team has since followed up with you directly via ******************************** to setup a return of your device and cancelation of your membership. We look forward to getting this fully resolved.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I tried out Whoop but cancelled within 30 days and sent equipment back .Now months later they are trying me $124. Every 2weeks. So far my bank is refusing the charge but I want them to stop charging me . I dont owe them anything.

  Business response

  05/30/2024

  Hello, and thank you for reaching out. We apologize for this experience and our team would be happy to assist with this.

  After reviewing this, it appears that your WHOOP Free Trial order was placed with the email address that you have confirmed here. However, when your WHOOP was paired for the first time and your Profile was created, it appears that a different email address was utilized with your WHOOP membership. In this case, this would have caused an error in the recognition of your return package upon arrival. Due to this, there have been recent charge attempts for an un-returned hardware fee.

  We appreciate you taking the time to complete the return of your WHOOP device and we apologize for the inconvenience. To confirm, your membership has been canceled to avoid any future membership payments. In addition, our team has made an adjustment to prevent future charge attempts for the un-returned hardware fee.

  Thanks again for reaching out and we are glad that we could help. If you need any additional support, please feel free to contact our team at ********************************. Thank you for your time with WHOOP.

• Initial Complaint

  05/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Purchased this faulty product Whoop on February 20, 2024. Whoop is currently running a scam on U.S citizens. Their scam begins by falsely advertising their Whoop products. It ends with them charging customers a full year membership, with no refund options, regardless of their poor services. Their sell title on Amazon is WHOOP 4.0 with 12 month subscription. No subscription is included. In order to operate the device ********************** has created a platform that requires one to input their credit card information, which is immediately charged for a period of 1 year.The initial algorithm (approximately 3 months in duration) is somewhat accurate. Following this 3 month period, the algorithm is changed to be a more basic and universal process, which does not provide individual services, as advertised. More false advertising made by Whoop.I purchased this device for the purpose of monitoring recovery. After the algorithm change, only a small portion, if any , of my sleep is recorded. With these faulty calculations, all other metrics are invalid and inaccurate., rendering the Whoop useless.As a result of this faulty product, I contacted, via email, Whoop customer service and requested my membership be cancelled and the difference of my payment to be refunded. They stated the only way for me to cancel my membership was through their online portal. It is not possible to cancel through their website. Another lie/scam to maintain/obligate customers to continue to pay, even after the device has been identified as useless.I respectfully request my Whoop membership be cancelled, as of 25MAY2024, and the difference in cost to be refunded to my original method of payment. I have been scammed to pay $239.00 usd for the Whoop 4.0, $99.00 usd, and an outrageous annual fee of $239.00 usd. I request a complete refund, as a result of the false advertising and inaccurate services provided by Whoop.

  Business response

  05/27/2024

  Hello, and thank you for reaching out. We apologize for this experience, but we are certainly glad that you reached out so that we could help.
  
  It appears that our support team has already reached out via email to share membership cancelation steps. After reviewing your account, we can confirm that you have successfully set your membership to auto-cancel at the end of the 12-month membership that you purchased. With this in mind, this shows that the 12-month membership was successfully applied to your account when your ********************** was paired for the first time.
  
  If you have any concerns with data accuracy, please note that your WHOOP 4.0 is covered under warranty in the event that we need to set up a replacement. Our team has not made any changes to algorithm, however, new firmware updates are released periodically to remove any software issues, bugs, and enhance the productivity of the device. Our team is available via email at ******************************** to troubleshoot these types of concerns.
  
  We appreciate you confirming that your membership was purchased directly through Amazon; an authorized reseller of WHOOP. Please note that you must return your initial purchase to the original point of sale for a refund or exchange, subject to the third partys return or exchange policy. WHOOP is unable to issue refunds, exchanges, or process returns for purchases made from any authorized reseller. For more details, see our Terms of Use: ************************************************
  
  To summarize, WHOOP does not have access to the original membership charge in order to complete a refund. There have been zero membership charges paid directly to WHOOP from your account. To proceed with a return of your device and refund of your membership, we kindly ask that you reach out to Amazon at your earliest convenience. You can reference your original order number when doing so.
  
  If anything else comes up, please do not hesitate to contact our support team to assist.

  Customer response

  05/27/2024

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This response is unacceptable and WHOOP continues to provide false information. There was a 12 month membership applied to my account the day I registered because I was required to input my credit card information and was immediately charged.  My credit card information was inputted and charged directly on the WHOOP.com website, so of course WHOOP has received money directly from me.  In the case of WHOOP, firmware changes include changes in the algorithm.  So yes, WHOOP has in fact changed their algorithm designed to better suit the needs of WHOOP and not its paying customers. ********************** is clearly working towards taking advantage of American citizens, by providing a substandard product and obligating customers to pay for a service they are not receiving.  I, again, respectfully request to be reimbursed in full, in a timely manner, or I will be forced to pursue my effort in notifying all legal governing authorities of this scam being conducted by WHOOP on U.S. Citizens. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business response

  06/05/2024

  Hi there, thank you for following up here. We certainly empathize with your situation and want to ensure that we provide the best steps towards resolving this as soon as possible.
  
  As previously mentioned, according to both our records, and your own outreach to WHOOP Support in March 2024 (see attached), your WHOOP device was purchased from Amazon; an authorized reseller of WHOOP membership.
  
  When a WHOOP arrives and is paired to our mobile app for the first time, members must create their Profile. When doing so, members will be prompted to provide payment information to be left on file with WHOOP for future renewals. Once the commitment period that you purchased on Amazon ends, your membership will continue on a month-to-month or annual basis through WHOOP. Therefore, it is necessary to keep an active payment method on file. The payment method that you entered is set to be charged for membership next year and there have been no recent charges made to WHOOP at this time (see attached). We do apologize for any confusion caused by this.
  
  We understand you are requesting to receive a refund for the purchase. Due to the purchase being made through Amazon, the return and refund would also need to take place through Amazon as we wont have a record of that purchase, nor a transaction on our end to refund you.
  
  You must return your initial purchase to the original point of sale for a refund or exchange, subject to the third partys return or exchange policy. WHOOP cannot issue refunds, exchanges, or process returns for purchases made from any authorized reseller. For more details, see our Terms of Use: ************************************************
  
  We apologize for any inconvenience. If you have any further questions about this, we kindly ask that you contact our team at ******************************** to discuss further.
  

  Customer response

  06/05/2024

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Dear WHOOP,
  
  Thank you for your response.
  
  I'd like to draw your attention to potentially misleading information on your website. Reviewing the claims about your product's capabilities would be beneficial. Here are some specific examples:
  
  - Science-backed metrics
  - Personalized coaching
  - Distraction-free design
  - "WHOOP measures the only metrics scientifically proven to make a significant impact on your physical and mental health...outperforms other leading wearables...delivering over 99% heart rate and HRV tracking accuracy and gold-standard sleep tracking..."
  
  These statements raise concerns and may be misleading customers. Furthermore, relying on these claims as your primary selling points seems to be leading to brand dilution.
  
  While my initial request was simply for a refund, my perspective has changed. My investigation reveals numerous cases similar to mine, suggesting a pattern of unfulfilled promises. Locking customers into contracts while failing to deliver advertised services is unacceptable, especially for a US-based company.
  
  Therefore, I propose the following revised resolution:
  
  Truthful Advertising: WHOOP should revise its advertising to accurately reflect the services it provides.
  Flexible Subscriptions: WHOOP should shift to a more customer-centric subscription model, offering a pay-as-you-go option instead of mandatory year-long contracts. This would allow users to cancel if dissatisfied with the service.
  
  Please note: I intend to escalate this issue if WHOOP fails to address these concerns. My initial attempts to resolve this at a lower level have been met with significant resistance. I will pursue this matter further with all relevant governing bodies within ******************
  
  Thank you to the BBB for facilitating communication between WHOOP and myself.
  
  
  
  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I chose to do a free trial of the Whoop device. After the one month free trial, I was still unconvinced of its value, so I chose to continue one month at a time, for $30/month, until I decided to commit to an annual subscription (12 months for $240) or cancel and send the Whoop device back. After paying for three months, one month at a time, for a total of $90, I have decided I do not get any value from the device and I do not want to continue. I went to cancel before my next monthly payment, and it says I can cancel, but I will owe the rest of the year, for an additional $270 (9 more months at $30/month). That is not what I signed up for. If I was signing up for an annual subscription, I of course would have opted to pay $240/year and not $30/month. It is deceptive if they claim that I agreed to an annual subscription. I absolutely did not.It was complicated to even find where I could cancel. One cannot log in to their account by going to the main Whoop page. One cannot cancel on the app. Whoop does not have a phone number or a chat option on their website. I have sent them a request, but all indications from what I see online are they will ignore the request. Whoop is using deceptive tactics and not making themselves available for questions, concerns, or issues.

  Business response

  04/26/2024

  Hello and thank you for reaching out. We do apologize for the confusion here regarding our Free Trial and the associated 12-month commitment. It is never our intention to provide misleading information about the terms of your subscription.

  Our Terms of Use state that in the case of a monthly Membership, you authorize WHOOP to charge your credit card after each one (1) month pre-paid period ends and, subject to our Warranty and Return Policy below, you may only cancel your monthly Membership after your initial commitment period of twelve (12) months ends.

   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/month for 12 months). Ive included a screenshot below that is displayed at checkout.

  After further review, we can confirm that our support team has recently been in contact with you to set up a return and full cancelation of your membership.

  Lastly, as a note, WHOOP does offer phone support. Our phone support line is available from 7am-7pm EST. That number is 1 ************.

  As noted, our support team has followed up to ensure that all of your concerns have been addressed.

  Customer response

  04/28/2024

  [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

  03/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Item charged but never received

  Business response

  03/19/2024

  Hello and thank you for reaching out. We are sincerely sorry for this experience regarding your recent order. This is not the experience we want for our members and we have since resolved this.

  We have processed your refund for the missing accessory item from your order. We have also refunded all shipping costs associated with the order.

  Our support team has since followed up with you directly via ********************************. If you have any followup questions or concerns, our support team will gladly further assist you.

  Business response

  03/19/2024

  Hello and thank you for reaching out. We are sincerely sorry for this experience regarding your recent order. This is not the experience we want for our members and we have since resolved this.

  We have processed your refund for the missing accessory item from your order. We have also refunded all shipping costs associated with the order.

  Our support team has since followed up with you directly via ********************************. If you have any followup questions or concerns, our support team will gladly further assist you.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made a purchase on 2/22/2024 in the amount of $83.74. Order confirmation attached here. On 3/5/2024 I reached out asking about order status. After several back and forth emails with multiple customer service reps and one phone call with a ******, I still as of today 3/15/2024, do not have any update on my order status. Nor will they supply me one. They have been PAID IN FULL as of 2/22/2024, the date I placed this order. I have made several attempts to get this information and even went as far as asking for a refund, but to no avail and still nothing from them. ALL my attempts have been answered with a generic message initially asking to confirm my address and phone number, which they have had since 2023, and all is correct. All of the emails and messages are attached with this complaint. I am asking for a full refund of $83.74. This is now beyond nonsense, childish and completely unprofessional. Dates of all messages:2/22/2024 - Order placed. Same day $83.74 was taken out of my bank account. 3/5/2024 - I sent an email for an update.3/5/2024 - Generic canned message received.3/6/2024 - Email response received from a "Gheamie" asking to confirm my address and email. 3/6/2024 - I responded back providing both. NEVER HEARD BACK FROM THIS GHEAMIE, nor anyone else. 3/7/2024 - Called their customer service line and spoke with a ******. ****** put the most effort into my issue. 3/7/2024 - Received and email from ****** stating my order was misplaced and he reentered it. I responded back the same day thanking him. 3/11 - I receive an email saying I was welcome, although it was not ****** responding. A ******* responded.3/11 - I receive an email from now a ******** with a link to check on the status of my order. Today, March 15, the link sent to me still will not give me an update, more of an error message.3/14 - I email for another update and get an "Ivy" asking me to confirm my address and phone number. Which I do.3/15 - No responses. REFUND MY MONEY!!

  Business response

  03/18/2024

  Hello, and thank you for reaching out.
  
  We sincerely apologize for the ongoing delays in our order fulfillment timeline(s) while we are undergoing system maintenance. In addition, it appears that your order included two customized products that *** cause additional processing time at our warehouse. This is listed within the WHOOP Your Way product details at shop.whoop.com - Please allow additional time in warehouse to complete assembly of your custom kit before shipping.
  
  It appears that a member of our support team has already been in contact with you via email to confirm that your order has been canceled and refunded in full, as requested. Please allow 5-10 business days to see this refund reflected on your payment method.
  
  We appreciate you bringing this to our attention and once again, we apologize for this experience. We are certainly glad that you reached out so that we could help.

  Customer response

  03/21/2024

  [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

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed in the last comment section

  Business response

  03/12/2024

  Hello,

  Thank you for reaching out. You have contacted WHOOP, the health and fitness wearable company. I believe you have attempted to contact another company and mistakenly filed a complaint with us. I encourage you to locate their contact information and reach out to them to help resolve any issues you are currently facing with that company. 

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A few days after getting the device and RIGHT after I paid for a Pro Membership, I realized that my device was faulty and would not charge. I tried all of the troubleshooting instructions within their FAQ and nothing would resolve the issue. I reached out to support letting them know that the device I received was faulty and that I would like to return it, cancel my Pro Membership, and receive a full refund of $383.00 I received a response from a support **** ******* instructing me to return the device and once they receive it back they would cancel my membership and issue a full refund. After returning the device, I notice that I as still being charge a monthly fee (even though I had pre-paid for the membership for a year), and I was only issued a refund of $23.86. I reached back out to support to bring this to their attention that 1) I am continuing to be charged a monthly fee when I shouldn't be and that 2) I need to the pro membership to be cancelled and receive a full refund of $383.00 that I paid since I returned the device. I received a canned response from support telling me that the pro membership fee is non-refundable. This is completely unacceptable and not at all what I was told. I was told to return the defective device and after doing so, my pro membership would be cancelled and I would be issued a full refund. I have sent followup emails regarding this issue, but now I'm not receiving responses back.

  Business response

  03/10/2024

  Hello, and thank you for reaching out. We apologize for the delay in hearing back from our support team with more clarification on this.
  
  I am sorry to hear that your new WHOOP sensor was faulty and not operating effectively. We can imagine that this does not leave a great first impression on the platform. It appears that our support team reached out via email on February 5th, 2024 to offer a replacement of your WHOOP 4.0 sensor and battery pack. However, we empathize with this situation and understand that you are looking to move forward with the cancelation, return, and refund process instead.
  
  Since the replacement offer, it appears that our support team has also been in communication with you via email to confirm that the WHOOP has been returned. In doing so, your membership has been canceled effective immediately in order to avoid any future membership charges. Our team has also processed a refund of the Annual Membership and WHOOP Pro Membership charge. Please allow 5-10 business days to see this refund reflected on your payment method.
  
  If you have any further questions or concerns, feel free to let us know within your current support email thread or send us a new email at ********************************.

  Customer response

  03/18/2024

  
  
  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

  03/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was sent a WHOOP to try for FREE for 30 days. I received the WHOOP and had not activated it yet. I received one email saying my WHOOP trial would end soon and then I was charged $239. I never even activated the device to try it out yet. I then emailed the company and they said the issue would be resolved and they would send me a return label so I could return the item since I was no longer interested in the product. I never received a return label. So the next day I called them and speak to someone who assures me he can get me an immediate refund and would send me a return label. Shortly after we got off the phone, I receive an email saying I would not get a refund until I returned the product, but this time they did send me a return label. I expressed in the email that I needed an immediate refund since I did not authorize the payment and I have heard nothing back. I gave them 24 hours to reply and tried calling again, but their customer service number has been ***************************. I even called from a different phone number and it was disconnected then also. I just want my money back.

  Business response

  03/12/2024

  Hello, and thank you for reaching out. We apologize for the confusion here regarding our 1-month free trial and when the activation occurs.

  During the ordering process, we provide an explanation of when the trial will end and the membership would begin if not cancelled and returned prior to. There is also an explanation in the FAQs section, labeled When does my membership start?

  At this time it looks like a member of our support team is currently in direct communication with you and has confirmed your return is in transit and has refunded you for the annual membership.

  If you have any further questions or concerns, feel free to let us know within your current support email thread or send us a new email at ********************************.

*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. ↩