ComplaintsforWhoop, Inc

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was given a free trial of a wristband made by WHOOP. It tracks health information - ********************* and sleep habits - day to day. This was a free trial. I decided I didnt like the band and stopped using it. There was no indication given to me that I was subscribing to a membership. I had many data points to help me understand I was not committing to a membership. The first is there is no mention of membership in my initial email from Whoop. There were no follow up emails telling me I was committing to a membership. When I attempted to log into the website/app to see if there was a membership attached to my account, I was unable to login. I even went as far as to look at frequently, asked questions and figure out how to cancel a membership should there be one active. This webpage gave me a circular link. It did not provide me with access to see if I was committed to a membership and if so, how to cancel it.Once I was actually charged an annual membership fee, I was brought to a webpage where I could change my membership frequency however I could not cancel. This is the screenshot I am attaching. Once again, I had no ability to cancel.

  Business response

  08/18/2024

  Hello, and thank you for reaching out. We apologize for the confusion here regarding our Free Trial Membership and for any issues experienced in attempting to cancel your membership.
  
  All WHOOP members can initiate a trial cancellation and return directly in the WHOOP app by navigating to the More tab > My Account > Membership and following the in-app cancellation flow to receive a downloadable return label or QR code to be scanned by the carrier. 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).
  
  After further review, we can confirm that our support team has recently been in contact with you directly to set up a return and full cancelation of your membership, including a full refund of your recent auto-renewal charge. If you have any further questions or concerns, feel free to let us know within your current support email thread.

  Customer response

  08/18/2024

  [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

  08/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I was selected as a free WHOOP 4.0 winner from a Strava sports giveaway. The giveaway is supposed to include a free WHOP 4.0 sensor, a 12 month membership, and a free Strava wristband. Having filled out the form, and then separately attempting to contact the company 4 times WHOOP has never shipped the WHOOP 4.0 device. As these devices retail for roughly $300 with a $20/month subscription fee, I suspect that WHOOP is engaging in a "bail and switch" by not honoring the giveaway.

  Business response

  08/13/2024

  Hello, and thank you for reaching out. We are sincerely sorry for any misunderstanding here in reference to being selected as a winner in the White House Challenge x Strava, powered by WHOOP, challenge.

  After further review, we reviewed the conversations within our support system and noted that the concern with the WHOOP x Strava Superknit Band order has been fully sorted out.

  It looks like your concern with the issue in claiming the WHOOP 4.0 with the 12 months of membership is currently being addressed. We are confident this will be fully resolved for you shortly.

  In the meantime, since a member of our support team is currently in direct communication with you, if you have any additional questions, please let us know within your current support email thread at ********************************.

  Customer response

  08/13/2024

  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. 

  While there has been one email from the WHOOP support team that acknowledged the situation, there has been no follow-on action. The solution is simple - ship the product with a 12 month membership. I am suprised that responses from the support team are so incredibly slow and ineffective. From this response it seems clear WHOOP is not ready to honor the advertised product on Strava.
  
  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

  08/23/2024

  Hello, and thank you for your response. We do apologize if you did not receive the recent support email sent by our team.

  After further review, we confirmed that after our initial communication on August 10, 2024, an email response was sent on August 13, 2024 with confirmation and tracking information that the WHOOP 4.0 and associated 12 month membership had been shipped and were on their way to you.

  Additional review confirmed that the WHOOP 4.0 with the 12 month membership were delivered on August 16, 2024.

  If you have any additional questions, please reach out to ********************************.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1. Ordered a Whoop free trial on May 29, 2024. The full terms were hidden under a "Learn more" link, with the automatic payment of $239 for a yearlong subscription written in subtext and only shown on the final payment step.2. My credit card was charged on $225.73 July 6, 2024. I only realized I had been charged for the full year, not one month, a week later, on July 15, when I sent an email to Whoop requesting to be enrolled in a monthly subscription.3. I received a reply from a representative confirming that I was now enrolled in the monthly subscription and that the $225.73 had been refunded. No terms or description of terms was included.4. I only wished to continue with Whoop for another month, so on July 19 I tried to cancel my subscription. I couldn't find a link to unsubscribe from within the app, so I contacted support (on July 19). I had to follow up once on July 23 to get a response. On July 23, I was asked by email why I wanted to unsubscribe. On July 26, I was told that the monthly subscription involves a 12-month commitment.

  Business response

  08/09/2024

  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, but should you have any additional questions, please feel free to reach out to *********************************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered product. Never received, shipping proves this point. Was returned to sender before it ever made it to me. Tried emailing. Tried calling. ******** Web. ********* Instagram. They have refused to respond to any communication asking simply for a reship or refund. Im not asking for much.

  Business response

  07/27/2024

  Hello, and thank you for reaching out. We are sincerely sorry for any misunderstanding around your recent order and *** requiring a signature for delivery.

  After a review of all communication received in reference to this inquiry, I noted that our support team received your message on 7/23, and responded to confirm that a replacement order was set up for reshipment on 7/25.

  It does look like *** may have required a signature on the original shipment, they may best be able to explain why your package was rerouted to an alternative pick up location.

  To confirm, the new order has been set up and has shipped with ***** the package is currently in route. You should have received an email with the tracking information.

  If you have any other questions about this please reach back out to ******************************** and a member of our support staff will be able to assist further from there.

  Once again we apologize for any frustration around the delivery of your order.

• 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.

*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. ↩