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:11/16/2023

  Type:Customer Service 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.

  Hello, I have been trying to cancel my monthly membership, and am still getting charged.

  Business Response

  Date: 11/17/2023

  Hello, and thank you for reaching out. We apologize any inconvenience and our team would be more than happy to offer additional support.

  Upon looking into this for you, it appears your initial emails were not addressed to ********************************, which is the correct address for our support portal.

  Our support team has since been in contact with you directly to get this resolved. We can confirm that your account is now fully canceled and you will no longer be billed.

  If you have any other questions or concerns at this time, please feel free to reach back out to our team via our support portal.

  Customer Answer

  Date: 11/17/2023

  [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:11/13/2023

  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 subscribed to whoop on 08/15/23 for the attractive opportunity to track my own health and fitness and to try out a reliable fitness tracker to see if it was something that could be beneficial to me. The free month subscription seemed like the perfect opportunity to try it out. During the free trial I explored the subscription options and found the monthly subscription to be a good option to give the fitness tracker an extra month of trial time for the small stated fee of $30 per month. What was not communicated when I had to manually switch over from the preset of an annual subscription only on their website was that the only difference between the monthly subscription and the annual subscription was that one was a large payment upfront and one dragged it out for 12 months. The term monthly subscription is misleading in this context, and is more of a monthly payment plan. The obligation of a year long contract at the outset of the payment plan is not communicated. It is unfairly marketed as a membership similar to a gym membership or streaming service, something customers assume Can be cancelled at any point with no additional cost. Furthermore the company refuses to refund for the misunderstanding and misleading information they have outside of their terms and services.

  Business Response

  Date: 11/14/2023

  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 successfully refund the commitment buyout and has set your account back to monthly billing. Our support team will follow up once more to ensure that all of your concerns have been addressed.

  Customer Answer

  Date: 11/14/2023

  [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:10/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent another **** Card. From Whoop Connect. Which they are factory resetting. Over in over VI safelight. They have it hacked. They have been doing this in Retaliation for what ever reason. I also believe I am being stalked by one or more of their employees. Now they would not resubmit my Tablet phone number back on my tablet. They asked I for personal Information in the call center that had nothing to do with repair of my tablet. My phone number on the tablet was erased. So my tablet would not connect to the internet. So they requested a new **** card which they hacked once again. The stole games I downloaded not minutes after I downloaded them. I called the call center in they never asked for my IMEI number they asked for my email address, and resident address. My tablet which is a Lifeline and ACP tablet for the poor. Is being hacked by Retaliators because I wrote them up the first day I received the tablet. The tablet was already set in the box it came in was open. Please investigate under the Fourteenth Amendment Due Process Clause.

  Business Response

  Date: 10/24/2023

  Hello, and thank you for reaching out to WHOOP. Our apologies for any confusion here. After reviewing and your concern, it appears as though your complaint is intended for a different company than ours.

   To clarify, we are Whoop.com and offer a wearable device for 24/7 personalized health and fitness coaching.

  Weve reviewed your claim and the company you are attempting to contact appears to be "Whoop Connect" at whoopconnect.com which looks to be a wireless service provider.

  Again, our apologies for any confusion in reaching the desired company.

• Initial Complaint

  Date:10/19/2023

  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.

  This company is so shady. I signed up for the one month free trial, and elected the monthly membership for $30/month thereafter. When I went to cancel the membership after a couple months they then charged me $240 for the remaining year in order to cancel. When I reached out to customer support to clarify and request an adjustment, they told me my $30/month subscription was an annual subscription. Clearly I'm not the only person who felt like their website was intentionally misleading. I'm linking a class action lawsuit that is being investigated for anyone else who felt like they have been affected by this fraud (******************************************************************************************).

  Business Response

  Date: 10/20/2023

  Hello, and thank you for reaching out. We are sincerely sorry for any misunderstanding around our monthly billing option.

  Our join.whoop.com website describes each available payment plan in detail and specifies that there is a 12-month minimum when signing up for a monthly payment plan. 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, our Terms of Use also outline this information.

  You can view our Terms of Use here: ************************************************

  Our support team will follow up with you directly via ********************************.

  Customer Answer

  Date: 10/21/2023

  [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:10/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Whoop in their early days as a founding member. They offered their product with a higher up front cost but with the benefit of no monthly fees for life to the early supporters. Whoop has changed their terms and is no longer honoring the "lifetime" access to Whoop for founding members. I was informed that I have to start paying $99/year to continue accessing their platform. I reached out to support and they offered no solution, other than to pay the $99/year or lose access. Additionally, they offered no refund of my original payment.

  Business Response

  Date: 10/11/2023

  Hello, and thank you for reaching out. We are sincerely sorry for any misunderstanding around your founding member status.

  Upon investigating the circumstances around your inquiry and membership status, we noted that on 9/22/2021 you opted to upgrade to the WHOOP 4.0. We sent out a communication to founding members on 9/10/2021 in reference to upgrading to the 4.0. Noting that members who remained on the 3.0 would continue to have access to the WHOOP 3.0 and its features without a fee.

  In this communication we also conveyed that for those founding members who chose to upgrade to the 4.0 we would send out a free WHOOP 4.0 and cover the cost of the subscription for the next 2 years - Until September 2023.

  In light of this communication, this is why you are now seeing an upcoming charge.

  At this time it looks like a member of our support team was in direct communication with you to provide clarification around this upcoming charge. 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 Answer

  Date: 10/11/2023

  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 is not an acceptable response from the business. Whoop is no longer offering a way for founding members to continue to use the service for free - a term that was established when I made the $430 purchase to become a founding member. I understand that they are offering newer 4.0 bands etc -- I don't need to be provided a newer band, I just want my existing band that I paid for to continue working without a monthly service fee. If I am no longer able to access the service for free, I expect to be reimbursed the cost to be a founding member. 
  
  Regards,

  *****

   

   

  Business Response

  Date: 10/16/2023

  We greatly apologize for any miscommunication in regard to your current WHOOP membership. As a founding member, you were provided the option to upgrade to the WHOOP 4.0 and receive 2 years of free membership through September 2023 before needing to renew your membership as part of a standard subscription. Alternatively, you were provided the option to stay with the WHOOP 3.0 and pay no membership fees for the lifetime of that device being supported. As you opted to receive the WHOOP 4.0 on 9/22/2021, you are now heading into your standard subscription period, which is being offered at the discounted rate of $99/year. At this time, you can either continue on our platform at the discounted rate, or, alternatively, our membership services team can assist you with a cancellation. I have attached the prior communication that was sent during the launch of the 4.0. If you have any additional questions or concerns, please feel free to reach out to ******************************** at your earliest convenience.

  Customer Answer

  Date: 10/17/2023

  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. 

  I have the Whoop 3.0 strap, not the 4.0 strap. My complaint is that the 3.0 strap is no longer supported. When I signed up as a founding member, paying over $400 to receive the strap, the understanding was that I would have access to Whoop for life. I understand that Whoop may want to issue newer straps and that I may not receive those for free, which is fine. I just want the strap that I purchased to continue working, which it does not. If Whoop cannot allow my existing strap to send data to my phone, I wish to receive a refund.

  I am happy to stay on an older version of the Whoop app as long as my strap data syncs with my phone, if that is an acceptable solution. But I do not want to pay for an annual service fee when I am a founding member. Again, Whoop set the expectation that I would have access for life. I realize that emails were sent a few years ago about strap upgrades, I do not care for a strap upgrade. I just want my original purchase to continue working. If this is not an option, I want a refund.

  This is all very disappointing that Whoop is not honoring it's commitment to the early adopters that paid such a high price in the early days of the company. I was happy to support the company back then, again, as the expectation was that I would have access to the product for life.

  
  Regards,

  *****

   

   

• Initial Complaint

  Date:10/03/2023

  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 ordered a whoop band at the end of February and have been using it since it arrived. Last week it suddenly stopped working. I contacted customer service and after several back-and-forth emails, they determined that the sensor had stopped working due to a "critical software error" and I was sent a replacement sensor. The replacement sensor I received is faulty and does not work. It has now been over a week since I've been able to use the app since it relies on the data from the sensor. I'm still being charged for a membership that I'm unable to use. I contacted customer service immediately, but they generally take 24 hours to respond, so I have not been able to get this issue resolved. They say you sign up for a 12 month "commitment," but this seems very shady since their products are not high quality; customers end up paying for an app that they cannot use.

  Business Response

  Date: 10/04/2023

  Hello,

   

  Thank you for taking the time to bring your concerns to us. We apologize greatly for any delay in responding to your original request. Our support team has responded to your current case to provide a resolution. Additionally, our team has ensured we have made up for any lost time on the device. If you have any additional questions, please do not hesitate to reach out to ********************************.

   

  Best regards

  Customer Answer

  Date: 10/04/2023

  [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:09/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WHOOP Customer support has been non-existent for my issue. I received my WHOOP strap and tried it for a few days and decided it was not for me. I then requested a return so I would not be billed. On July 8th I requested the return and the next day I returned my item to WHOOP. A few weeks passes by and realized I had no contact from WHOOP regarding my return arrived. Decided to check the tracking and to my surprise the item never updated tracking wise. I lost my receipt that I dropped it off to USPS.After many attempts of opening tickets to WHOOP, I have reached absolutely zero ground on pleading my case of absolutely having no device in my possession, as it was dropped off to be shipped back. Now support says the same thing everytime I open a ticket and I even tried emailing the *** on Linkedin and have gotten no reply.Now I am stuck in a billing cycle with no device to show for it. All I am asking is for me to not be billed.

  Business Response

  Date: 09/26/2023

  Hello, and thank you for reaching out. We apologize sincerely for any confusion regarding the tracking link of your order. Our team is aware of recent tracking link issues on the post offices end. This may or may not have affected the update in tracking status of your order.

  It appears that you reached out to our support team three times to request an update on the status of your return. Possibly due to the above mentioned issue, the post offices records indicated each time you reached out that the package had not yet been dropped off. To rule out this known tracking link issue, we asked for a receipt of your dropoff. At the time, we were not made aware that you had lost your receipt, and that you could not provide that to us; we did not receive any response from you each time that we requested this information.

  This being said, it appears that your account is now fully canceled as of September 20th, 2023. You should not receive any further charges. If you have any further questions about your return or your membership status, please feel free to email us at ********************************.

• Initial Complaint

  Date:09/16/2023

  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.

  They sent me a free Tablet and they have not activated the free service and its going on 2weeks

  Business Response

  Date: 09/17/2023

  Hello, and thank you for reaching out to WHOOP. Our apologies for any confusion here. After reviewing and your concern, it appears as though your complaint is intended for a different company than ours. To clarify, we are Whoop.com and offer a wearable device for 24/7 personalized health and fitness coaching.

  Weve reviewed your claim and the company you are attempting to contact appears to be "Whoop Connect" at whoopconnect.com which looks to be a wireless service provider.

  Again, our apologies for any confusion in reaching the desired company.

  Customer Answer

  Date: 09/18/2023

  [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:09/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent a Whoop Tablet. Funded by ACP and my ************ suppose to be unlimited data. It was already activated when I received it also boxed had been opened. I wrote this up because but still was using my Tablet. I had to write ACP and Lifeline so I would be covered. Now Last night after dark September 15, 2023 about 5 days after I got my tablet I got a email from Whoopconnect associate stating if you are not satisfied with your unlimited free internet. Then it will be turned off. It was I responded back when I notice it off. In stated I would like to keep my free internet. It is still off.

  Business Response

  Date: 09/16/2023

  Hello, and thank you for reaching out to WHOOP. Our apologies for any confusion here.

  After reviewing and your concern, it appears as though your complaint is intended for a different company than ours.

  To clarify, we are Whoop.com and offer a wearable device for 24/7 personalized health and fitness coaching.

  Weve reviewed your claim and the company you are attempting to contact appears to be "Whoop Connect" at whoopconnect.com which looks to be a wireless service provider.

  Again, our apologies for any confusion in reaching the desired company.

  Customer Answer

  Date: 09/17/2023

  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. 

  My name is *******************. I never transferred my services or contact Whoopconnect to transfer my Services. What I did was approved in sent a WhoopConnect Tablet. In I also was approved by another phone Provider that has nothing to do with Whoopconnect. I was approved for a free phone. But sent just a **** Card. For my phone. My tablet was already activated. In box open. I reported this in the tablet was working. Then a WhoopConnect associate. Sent I a email Friday night stating she was deactivateing my services. If I was transferring. I never stated I was transferring services for my Tablet. Please ****************** in ******************* account.
  

  
  

  Business Response

  Date: 09/22/2023

  Hi, thank you for reaching out to WHOOP.com. Again, we are sorry for any confusion here. 
  
  To clarify, you are contacting WHOOP.com, we offer a wearable device for health and fitness coaching and have no association with the company you are attempting to connect with. 
  
  It appears you are looking to reach whoopconnect.com who looks to be the company that offers the service you need assistance with. Please reach out to the whoopconnect.com team for assistance with this issue going forward, as we are unable to assist with your request.
  
  Again, we do apologize for any confusion in locating the intended company.

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in June of 2023, I signed up for the free trial advertised by WHOOP on their website. I paid the $9 shipping fee to receive my Whoop device for the ****** free trial. I had no issues and have no complaints about the 30-Day Trial. However, after about 3 weeks, I requested to cancel my trial and return the whoop device. I contacted the customer service in the app and received no response even though the email stated I would receive a response in about 24 hours. Several days went by with no response and my card was charged $31.50 for starting a monthly trial. I contacted customer service again and still received no response to cancel my trial. I havent used my whoop device at all in months. My card was again charged for $31.50 on Sep 8th of 2023 despite having no way to cancel my membership. I went to the cancellation page that the automated response brings you to and now have a cancellation fee of $252.00 to pay out the rest of my membership even though I cancelled it during the 30-Day trial. I reached out again a couple weeks ago and today and still have not received any response. The only emails I have received from whoop are about entering a contest to receive a $200 gift card by leaving a review. I would like to be refunded the $63.00 charged to my card and to have my membership that I did not sign up for cancelled without paying the $252.00 fee. I do not plan on using the whoop device at all but I have no way to return it if Whoop will not send me a shipping label to return my device and receive any applicable refunds, but it is not right that I continue to be charged for their service. I have no issue with the $9.48 charge for the 30-Day trial period but the other 2 charges were never authorized by myself.

  Business Response

  Date: 09/12/2023

  Hello, and thank you for reaching out. We are sincerely sorry for the experience that you had while reaching out to our support team. It appears that you signed up with a Free Trial plan set to auto-renew at a monthly rate at the end of your initial 30 days. Our Free Trial plan requires that you return your device in order to cancel your account.

  We were able to verify that a return label was requested by you through our self-service feature; however, we were unable to find any attempt to contact us around that time. The only correspondence that we see is one inquiry in early June related to a battery pack issue, and an open case with our support team where we are currently waiting to hear back from you.

  It appears that our support agent reached out to you to support you as of yesterday, September 11th, to investigate the contact discrepancy and see if we can locate that correspondence. For additional support, we recommend reaching out in your open thread so that we can process this cancellation/refund. Alternatively, feel free to send a new email to ******************************** at any time, or our phone line is available through ***************.