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:04/05/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Predatory billing. Says that its a month to month process, but will lock you into a 1 year contract after 1 month. - Makes it incredibly difficult for people to cancel. It has been multiple days now and they still havent given me my return label. After requesting for it twice, they said they would move me over to the operations side that will get back to me as so as possible. - Ive had my device for less than 1 month and they keep trying to make me stay by telling me useless information, but wont send the return label that Ive been asking for.

  Business Response

  Date: 04/06/2023

  Hello, and thank you for reaching out. We apologize for the delay in receiving your return label and we are sincerely sorry if you feel as if our membership options were unclear. It is certainly never our intent to make our members feel as if they are unclear about their membership options when purchasing the WHOOP device.

  Our 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 $30 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? Ive included a few screenshots below for reference.

   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 in addition to providing instructions of how to cancel your Membership and return your WHOOP Strap for any reason within thirty (30) days of receipt of your WHOOP Strap for a full refund of the Initial Membership Fee.

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

  Our support team has since followed up with you directly via ******************************** with your return label and confirmation of your membership cancelation. 

• Initial Complaint

  Date:04/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the free 1 month trial of WHOOP. After 30 days I couldn't even access any reports, so I am not sure how I am supposed to make a commitment, so I did the month to month membership, which now states is a year commitment. After using for an additional month, I found many issues with the WHOOP. I originally contacted customer service on March 24th. I received an inquiry the same day. I emailed them the issues I was having that day. They replied they would like to work with me on fixing the issues. I replied, and they referred me to another team member. That team member then replied and referred me to yet another member of the "Analytics Team" on March 26th. No one from the Analytics team has contacted me or looked into my issues. I wrote yet another email back asking for a reply and have received nothing, in the email I had specifically asked for a reply or I would be reaching out to the BBB. I was charged another 30$ for services I can't use. My data is not accurate. My auto tracking isn't working, my sleep data is not accurate, my HR data is 30 bpm higher than a medical grade monitor, and my app frequently doesn't synch without shutting off my phone first. I do NOT wish to work the issue out any more. I gave them the chance and they did nothing, no one has even attempted. I do NOT want to keep paying 30$ per month for something that I can't use correctly. If I try to cancel it tells me I have to pay 270 to cancel. In looking at other reviews, I am not alone in this complaint. At first customer services seemed like they wanted to help and look into the matter but they have done nothing.

  Business Response

  Date: 04/05/2023

  Hello,

  Thank you for bringing this issue to our attention. We apologize greatly for any delay in reaching out to WHOOP support. Upon reviewing your correspondence, our team has since been able to cancel your membership and you will no longer be billed in the future. Please feel free to reach out to ******************************** with any additional questions. 

  Customer Answer

  Date: 04/16/2023

  [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:03/31/2023

  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 purchase Whoop on February 9th. This device even after replacement has been nothing but double. I initiated a refund 8 days ago at a point when I still had 16 days left in my 30 money back guarantee. Now they have ignored me and not given me a return label for the last 8 days. I have 8 days left in my 30 days and ** getting the feeling that they are planning on ignoring me past the 30 days so that they can lock me in a 12 month contract. I am looking to have this returned and not charged for a 12 month contract. If this continues, I will find a lawyer to start a class action lawsuit as I am seeing many people that have experienced the same situation.

  Business Response

  Date: 04/02/2023

  Hello,

  Thank you for taking the time to bring this issue to our attention. I see that our team has since provided a return label for your device to honor your return within 30 days. Please reach out to ******************************** with any additional questions you may have in the future. 

• Initial Complaint

  Date:03/28/2023

  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 states they have a "30 day free trial" I am currently within the 30 day free trial. I have decided I no longer want my whoop. I went to their app, selected the return device, it mentioned I would be reached out to within 3 days. I reached out to their customer support email after 3 days of not hearing anything remembering that I am within my 30 days. They state they can return the device and cancel the membership. I have currently been emailing back and forth between a customer service rep... however, between a set of 6 emails they still have yet to send me a "return label" for this device I have tried for 2 weeks and no longer want. I mentioned multiple times I do not want the run around, I no longer want this device, I need a return label. They are now claiming they have to pass it on to "order fulfillment". The writing is on the wall- this company uses sleazy tactics to force you into staying within their membership. I mentioned to them that I would be writing this review if they did not cancel my membership or provide me with a return label. I have not heard back and I am not going to allow them to let the days pass so my 30 day trial expires.

  Business Response

  Date: 03/30/2023

  Hello, and thank you for reaching out. We are sincerely sorry for any inconvenience or frustrations encountered throughout the 30 day return process. Upon investigating the circumstances around your situation, we confirmed that you are still within your initial 30 days of membership. Although we are sorry to hear that you no longer intend to continue with WHOOP, you are still certainly welcome to return your device for any reason for a full refund less shipping costs.

  We were unable to locate a previously requested return label within our system. Due to this error, the next step in the process would be to get your request to our Order fulfillment team to create that label for you to ensure the return process gets underway.

  At this time, a member of our support team has contacted you in order to proceed with arrangements for your return and has provided you with a return label. We greatly appreciate your patience. 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 ********************************.

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the app subscription with whoop for their fitness band. I signed up with a free month followed by $30/mo after. I have since decided to cancel my subscription, only to find that they are requiring me to pay the remaining 10 months of a 12 month contract that I did not agree to. I have been unable to come to a resolution with the customer service department and am frustrated by this bait-and-switch. I purposely chose the month-to-month rather than the up-front 12/month discount for the purpose of being able to cancel. I would not have signed up at all had they made it clear there was a 12-month obligation. My request is to have my account canceled without this new charge of $300 being applied to my card.

  Business Response

  Date: 03/21/2023

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

  Our 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 $30 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? Ive included a few screenshots below for reference.

  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 in addition to providing instructions of how to cancel your Membership and return your WHOOP Strap for any reason within thirty (30) days of receipt of your WHOOP Strap for a full refund of the Initial Membership Fee.

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

  Our support team has since followed up with you directly via ******************************** to setup a return of your device and cancelation of your membership. We look forward to getting this fully resolved.

• Initial Complaint

  Date:03/07/2023

  Type:Billing 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.

  It is ridiculous that this "fitness service" is treated like an Apartment Lease. There have been numerous people, (found through search results) that have complained about the fact that, DESPITE the fact that their "membership" plans include a "monthly option", the truth of the matter is that this company uses the grayness of semantics to trap people into an annual contract. There's no such thing as a "monthly membership", there is an annual membership that is PAID monthly. This is such sleazy business practices. I tried to cancel my membership at month 7, but surely enough it tells me that I WILL BE CHARGED the remainder of the year, and the account WILL BE ACTIVE until the membership is up, and the only thing the "cancellation" does is stop the auto renewal. They use words like "commitment" to trap people into what most grown adults will know as a "CONTRACT". And they use "billing" to confuse people into thinking their Annual Membership is not annual, and it's actually paid Monthly. Deceptive practices. Unclear language.

  Business Response

  Date: 03/07/2023

  Hello, and thank you for reaching out. We are sorry to hear that youd like to cancel your membership before the end of your 12-month commitment. To clarify, our 12-month commitment is outlined at checkout when selecting our available membership plans; Ive attached a screenshot of what all new members see upon purchasing their initial order. We also have a FAQ section on this same page where we answer the question, What is the commitment period on the monthly membership? in case there is any uncertainty. Furthermore, our membership commitment is outlined in our Terms of Use under section 5 titled Termination, and we also have a support team available to answer any questions that members have while signing up for WHOOP.

   

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

   

  Unfortunately, we were not able to locate any WHOOP account or orders using the information that you provided (name R** K******, email l*****f***@Y****.com). If you have not already, we recommend reaching out to our support team via email at ********************************, where we would be happy to discuss your request for cancellation and provide additional assistance based on your individual situation. Please feel free to reach out to ******************************** at any time if you would like to discuss your specific circumstances further.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for monthly subscription for $30/month September last year. My understanding was that i) the minimum commitment was 6 months ii) after 6 months you wont have to return the device. After slightly over a month, I was able to place a return order, but ended up keeping thinking I would want to go through the full six month. Today, I contacted the customer service and was told that now the commitment term is 12 month and hence I wont be able to return unless I pay for the next six months. What I dont understand is i) Why do I have to be liable for something that I didnt sign up? ii) Lets say the merchants claim that my original commitment was 12 months, why would you have created a return order in the past after the initial 30 day period? iii) Why would they have a separate 12 month option, which is confusing? If I had any intention of using for 12 months I would have chosen that option instead of going monthly which is more expensive and it doesnt make any sense.What is even worse is that, since my understanding was the subscription can be month by month and be cancelled any time, but need to maintain six months to keep the device, I signed up for both myself and my wife and now Im stuck with two bands that I dont want to use with ~$400 payment to be made.The terms of conditions stating that the return can be done at any time with a refund is very misleading and having a separate 12 month plan is also very misleading as it implies month by month is actually what it says.

  Business Response

  Date: 03/02/2023

  Hello, and thank you for reaching out. We are sincerely sorry if you feel as if our commitment buyout option is confusing. It is certainly never our intent to make our members feel as if they are unclear about their membership options when purchasing the WHOOP device.

   We apologize if you felt as if our membership options were unclear. 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 $30 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? Ive included a few screenshots below for reference.

  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 17 of our Terms of Use also outline this and our Warranty and 30-Day Return Policy, which describes the Policy in detail in addition to providing instructions of how to cancel your Membership and return your WHOOP Strap for any reason within thirty (30) days of receipt of your WHOOP Strap for a full refund of the Initial Membership Fee.

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

  Upon reviewing past correspondence from you, it appears that our team provided a return label that was requested within 30 days per our policy. However, the 4.0 was never returned to us for this 30-day return. Please note that at anytime members can continue with their subscription, as in this case, and decide not to return the device despite requesting a return label.

  Upon further investigation, our support team did not find a record of correspondence from you from the email associated with your account within the last 30 days.

  Certainly, if you are do have additional questions regarding our monthly membership options, please feel free to send an email to ******************************** where our support team would be more than happy to continue to provide support and additional clarity.

  If you did happen to see anything on your end regarding a six-month commitment for our monthly membership, please let our support team know and we will be happy to work with you from there. If possible, please feel free to include any screenshots associated with this in your inquiry to support.

  Customer Answer

  Date: 03/02/2023

  I have communicated with your agents over the chat yesterday regarding the cancellation and you dont see any records of email as I havent sent any.

   

  As I mentioned earlier, I intentionally did not send back the band because I was intending to use for 6 full month, which I thought was the commitment period and that is why I reached out after being charged for the sixth month.

   

  i would really like to have my membership and my wifes membership  discontinued as I am not willing to use this service any longer. 

   

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  Jisoo

   

   

  Business Response

  Date: 03/07/2023

  Thank you for reaching back out. To clarify, our records indicate that you did purchase our monthly membership option, which is by default tied to a 12-month commitment. We have not been provided any evidence from you that you did in fact purchase a 6-month commitment.

   

  That being said, we would like to offer you a cancelation as a courtesy to make up for any frustrating experience. In order to assist you with this, an agent from our support team will be reaching out to you directly. Please keep an eye out for an email from ******************************** with next steps.

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My whoop strap recently arrived in the mail. It will not connect to my phone. I come to discover that whoop has known there to be issues on OnePlus devices and haven't fixed the issue. I have sat on the phone for over an hour unable to get a person to troubleshoot. I have sent emails without avail. I have spent several hundred dollars on this product only for it to not work at all.

  Business Response

  Date: 02/28/2023

  Hello and thank you for reaching out. We apologize for the delay in our response as this is not the experience we want for our members.

  Our team has since been in touch with you to provide additional support as well as an explanation regarding a third-party manufacturing issue impacting connectivity specific to ONEPLUS devices running Android 13. WHOOP is actively communicating with the manufacturers to have this issue resolved moving forward. We do apologize for this inconvenience and understand the frustration this has caused.

  Please note, however, that Section 16 of our Terms of Use outlines our Warranty and 30 Day Return Policy, which describes the Policy in detail in addition to providing instructions of how to cancel your Membership and return your WHOOP Strap for any reason within thirty (30) days of receipt of your WHOOP Strap for a full refund of the Initial Membership Fee.

  Upon looking into your inquiry, our support team is currently in direct communication with you to set up a return within our 30-day policy.

  We appreciate your patience and thank you again for reaching out to WHOOP support.

• Initial Complaint

  Date:02/22/2023

  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.

  AVOID AT ALL COST, NOT WORTH THE HASSLE OF MERELY TRYING TO GET HEALTH DATA. **************** is horrible the product itself is a great idea but when the device becomes faulty and you decide you want to cancel, whoop will go above and beyond to make it difficult for you. Save your money and buy another device. There is no such thing as a month to month, you're locked in for the year they will keep charging you. Very predatory practice.

  Business Response

  Date: 02/22/2023

   

  Thank you so much for taking the time to bring your concern to our attention. We want each member to have the best experience possible with WHOOP and I aim to address each concern to provide a resolution. Our checkout policy highlights the 12-month commitment that comes with the monthly payment option. I have attached screenshots of our checkout flow for your convenience. Additionally, the WHOOP device does come with a 30-day return window. I see your initial inquiry was after this 30-day window. I hope this information. Please reach out to ******************************** with any additional questions as we would be happy to assist.

   

  Customer Answer

  Date: 02/24/2023

  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 appreciate the reveal of where to find the information in regards to the where to find the 12 month commitment label and wish this was more present before and upon purchase but I believe this is a very predatory marketing practice as it is placed in an area not visibly present on the screen. You also need to reveal the exact option to view its contents as seen in the provided screen shots. 

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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

  Date: 03/01/2023

  Hello, and thank you for reaching out. We sincerely apologize for this experience and for the confusion regarding our commitment and return policies. It is never our intention to provide incomplete or misleading information about the terms of your subscription.

  This information is shown throughout the checkout process when joining our platform for your convenience. Ive attached some images for reference. We also offer a 30-day trial period so that members may opt to return their device and receive any applicable refunds if theyre not fully satisfied.

  With that said, we understand if youve found that WHOOP is not for you during your time spent with us. Therefore, as a courtesy, weve gone ahead and canceled your membership effective immediately and issued a refund for your last monthly payment. Please allow **** business days for the funds to settle. If you have any further questions or concerns, we welcome you to reach out to our support team at ********************************.

• Initial Complaint

  Date:02/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Whoop device and paid for 1 month TRIAL membership on 2/2/23. I was just laid off from my job and decided to cancel the membership and return the device. On 2/15/23 I asked to please cancel my membership. They tried several times to talk me out of it after I clearly stated what I wanted repeatedly, a process I found to be incredibly frustrating and tedious. Then they finally said I can cancel but I have to return the device and to click here to start my return. Well the link led to a page with an error message saying I couldn't return my device. They are really giving me the runaround at a time in my life where my finances are under a lot of stress. I just reached out again today on 2/18/23 and want to make sure the return is initiated AND my membership cancelled (no more monthly dues!) before the 30 day period begins. Thank you

  Business Response

  Date: 02/19/2023

  Hello,

  Thank you for bringing this issue to our attention. We apologize greatly for any inconvenience you have faced thus far with returning your device. Since you did request a return and refund within 30 days, we can certainly honor this. I have ensured that you have now been provided a return label to send the device back. Please reach out to ******************************** if you have not received the return label.

   

  Best,

  WHOOP Support

  Customer Answer

  Date: 02/19/2023

  [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,
  
  ***************************