ComplaintsforWhoop, Inc

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This stems from Whoop email Request 1394176.Whoop allowed members who had at least 6 months left in their subscription to automatically upgrade to the new 4.0 strap, which supposedly contained a number of upgraded features. Since then, after nearly 3 months of delays in shipping, the 4.0 does not deliver on promised fitness tracking.For example, the battery charging is inconsistent and undependable; sleep tracking is erratic and inaccurate; recover and strain coaching is often unavailable as a result of the sleep tracking issues.I tried all of the fixes that customer service has suggested (rebooting device, unpairing/repairing device, swapping for a new band, confirming proper positioning for wear, etc.) and none of those have resulted in a reliable fix.I was fine with the Whoop 3.0 band but even more excited for the 4.0; it has mostly been empty promises.Whoop customer service's position is that "it is not mandatory to upgrade to 4.0" so they will not issue a refund per their Terms of Service. I find this incredibly customer unfriendly and disingenuous, it essentially amounts to saying "you're not obligated to use the upgraded product that we claim to be superior, so don't blame us if you do upgrade and it's terrible." Online testimonials consistently tell the story of the Whoop 4.0 being rushed out with poor planning and being **** with hardware issues. At this point, I just want to cancel my membership and get a refund of the balance of my remaining membership term. If, in the future, Whoop comes out with a truly reliable upgrade, I would consider rejoining. Until then, the upgrade has been more trouble than it's worth.

  Customer response

  01/25/2022

  I have not heard from the business in response to my complaint.

  Business response

  01/28/2022

  Thank you for reaching out regarding your experience with Whoop. We apologize for any inconvenience that you have experienced at this time. When reviewing your most recent inquiry with our ********** Services Team, we can see that your membership was canceled on 1/28/2022, and a prorated refund of $144.17 has been issued for the unused months left on your 12-month membership. Please allow **** business days for this refund to reflect back to the original form of payment. Additionally, our order fulfillment team is in the process of generating your prepaid return label so you can send your WHOOP 4.0 back to our warehouse. You should be receiving this return label via email in 1-2 business days. Thank you for your patience during this time. If you have any other questions or concerns, please reach out to ********************************* Thank you. 

• Initial Complaint

  01/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased whoop strap in 2021. When the 3.0 was upgraded to 4.0 the system had various issues and I have tried multiple times to resolve with customer representatives. The problem could not be solved and they tried various times to blame the issue on my use, when the same problems never occurred with 3.0. When compared to my Apple Watch the data would not correlate. I finally stopped using 4.0 and switched back to 3.0, but the representatives stated that the 3.0 data was inaccurate. I then requested a full refund since the product is unreliable and sent all the parts and companies melts back. After several communications, the company representatives kept stating I would get a refund and now after several attempts I’ve revived no refunds. This clearly is an unreliable product with an unreliable and scrupulous business practice. I expect a full refund for a product that obviously doesn’t do what it claims. If necessary, I’ll be happy to seek legal recourse so that others are not impacted by data that is clearly not accurate, and that is based on their own statements.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought the whoop 4.0 in September of 2021. Company keeps promising theyll send it. In the meantime, Im paying a membership fee and Ive been charged for the Band. Ive contacted customer service, and they just say its being shipped without a timeline.

  Business response

  01/10/2022

  Hello *****

  Thank you for reaching out. Upon further review of your account, we see that our in-app ********** Services team has been able to assist with this issue by providing the great information that your strap has shipped out today (1/10/2022).

  To the extent you have further questions or concerns, please do not hesitate to reach out to Whoop for further assistance.

  Best,

  ****************** 

   

  
  

  
  

  
  

  Customer response

  01/10/2022

  [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

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have emailed and called this company for the past 4 months trying to get them to cancel an account that they have open under my name. This second account was made when I called in October to help fix an issue with my old whoop strap from the same company. I thought it was settled and 5 months later they are trying to charge me still and have not been able to provide a order number for the open account. They are repeatedly changing people who are emailing me and giving me an old order number for an other account that was paid in full. The account in question, I was not ever provided a product to use the service. And they have repeated failed to provide proof. Please help

  Business response

  01/14/2022

  Thank you for reaching out regarding your experience with WHOOP. We apologize for any inconvenience that you have experienced at this time. When reviewing our records, we can see that you spoke to one of our ********** Services Managers on January 14th, and she canceled all open orders from you to WHOOP including the 4.0 upgrade order related to - ***************************.  Your membership has been canceled, and you have been issued a full refund of ****** USD. Please allow **** business days for the amount to be reflected in your account. You will not be billed going forward. Please let us know if you have any additional questions or concerns.  

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered the Whoop 4.0 in September 2020. I did not receive this product until late December 2020 after several shipping delays and little communication. I purchased an entire year subscription along with my 4.0 purchase even though I didnt actually have the product. Once I received the Whoop 4.0 strap, its been a constant issue. Data not recording, strap disconnecting, battery dying incredibly fast. I contacted customer service, they said they would put me in contact with tech support. Its been 2 days and Ive heard nothing. I reached out again asking for a refund for the remaining months of my subscription. Ive received no response. Ive attempted to cancel my membership twice today and the site crashes and doesnt cancel my membership. I reached out to customer service again and again, no response.

  Business response

  01/14/2022

  Thank you for reaching out regarding your experience with Whoop. We apologize for any inconvenience that you have experienced at this time. Due to a recent increase in inquiries, we have experienced a slight backlog in response time. Since your initial inquiry, we can see that you have been in touch with both a Software Specialist on Monday January 10th, and a Hardware Specialist on Wednesday January 12th, to troubleshoot the issues you have described. If these troubleshooting steps do not improve your experience, please let us know and we would be happy to assist you with a cancellation and prorated refund.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased the new whoop 4.0. I previously had a 3.0 which I lost. I placed the order 2 days ago and I as told to click order status to see when the *** would be. There was never any mention of a back orders BEFORE placing the order. All it says is 6+ weeks and that I am already being charged . I have called emailed and chatted through the app asking to have this responded. The only response I get is that They have set my request to the fulfillment team and they will contact me right away. It still has not happened. I want this canceled and refunded right away

• Initial Complaint

  01/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with Whoop on September 9, 2021 for a Whoop 4.0, 12 month upgrade, new strap/band, and additional battery, I paid for 5-7 business day shipping via **** In total, the order plus shipping totaled $484.05. On November 15, Whoop sent a message acknowledging the delay and crediting a free month of membership (worth $24: $288/12). I have contacted Whoop 4 times via chat (associates named *****, ****** ****** ******) and 5 times via email (associates named ******************, ***** ****** ******) requesting a shipment update. I have been unable to get any information about my shipment.I have paid for a product/service that I have not received. Whoop has taken my money, accounted for it in their financial reporting, has not delivered the paid-for goods, and refuses to provide a response or update about anticipated shipment time. I was told my order had shipped on December 30, but the package was never registered or shipped with **** thus representing yet another false claim by Whoop.

  Business response

  01/04/2022

  Hello ********
  
  Thank you for your continued patience and understanding during this time. My name is ******* M, and I work on the Data and Privacy Team here at WHOOP. To begin, I would like to apologize for the shipping delay. While we have worked extensively to keep pace with the overwhelming demand for WHOOP 4.0, in light of global supply chain disruptions, orders and upgrades are taking longer to fulfill than originally anticipated. We are glad to refund the shipping fees of $9.35 USD that you paid upfront for a 5-7 day delivery timeline. I have processed this refund request with our membership and billing team at this time.
  
  Additionally, I would like to apologize for any frustration that you've experienced during your communications with our Support team. I assure you that our agents are only here to help.
  
  I have spoken with both our ******************** Team and our contacts at *** regarding the status of your shipment. I would like to ensure you that your order was shipped out on 12/30, as you can see in the attached status tracker, provided by ***.  According to the tracking link, your package is set to arrive tomorrow evening. However, please note that once the product is with ***, shipping status and shipping updates from them are out of our control and we can only report what *** records show.
  
  Lastly, I do see that you have brought up some additional concerns regarding the amount of membership credits pending using our Live Chat feature. I will go ahead and reach out to you directly in-app to resolve any further questions or concerns.
  
  Best,
  ******************

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Whoop has refused to refund a pro subscription that I have requested a refund for over a month now. I have been given the run around and spent hours of time on the phone with customer service. Each time a representative states we a looking into it and will get back to you by the end of the day. And then no one gets back to me. This has happened 4 separate times with me following up a week after the initial call. I have spoken to a manager who stated she saw the $120 subscription charge. She stated she would get the refund processed and call me back when it was completed. Another week with no response This is the worst customer service experience I have ever encountered and completely unprofessional as well as illegal to not refund a customer and waste so much of their time trying to track down the refund.

  Business response

  12/23/2021

  Hello,
  Thank you for reaching out. We apologize for any inconvenience that you have experienced to date. According to our records, you have multiple credits in your account from our Refer A Friend
  program. Historically under this program, if a referral joined Whoop, the existing member who initiated the referral would receive a one month credit for a free month, which would appear in a members account balance as $30 to be applied to the following months invoice. At no point have credits issued under this program been logged as payments or cash under any members account. You have gathered an extensive amount of credits under this program to date, which is why it has taken our customer service longer than usual to confirm which credits were applied to which invoice.

  Based on the attached screenshot (see Screenshot 1), these credits have been honored on at least nine invoices, including towards a $120 invoice for Whoop Pro. Screenshot 2, attached here, shows the invoice reflecting that the Amount Due for Whoop Pro was $0 as an account balance of $120 was applied, indicating that you have been credited Whoop Pro rather than being charged. With all of this in mind, there is no money to be refunded for Whoop Pro at this time. A member of our privacy team will be reaching out directly on this matter to the extent you have further questions. We are happy to help however we can going forward. We hope you have a happy holiday season.
  
  

  
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my Whoop bracelet in May of 2021. On September 25, 2021 I contacted Whoop because for the last few weeks my strap wouldn't stay connected to the app and therefore it was not reading accurate information about my body and my workouts (the entire point of having the device in the first place). I ran through several trouble-shooting items with the help team. The strap continued disconnecting to the point where I took it off and stopped wearing it. I tried again to wear it in mid-October but it still wouldn't connect. The same happened in November. So, for several months I have not been able to get my device to work. I contacted support again on December 16 hoping that I could get it working again. I ran through all of the trouble-shooting pointers again with a ************* was working. I asked for a new bracelet, but Virginia continued to ignore that request. I then asked for a refund for the remaining months on my account that can't be used since they won't send me a working strap. She said they do not offer refunds. I then requested a new bracelet pursuant to their Limited Warranty on their website. Imani with Whoop then stated that they have a "bug we have been dealing with that affects Android users and causes frequent disconnects." So they have KNOWN about this problem and still refuse to refund money I paid for my membership. They offered me two months credit and a new bracelet, however, if there is a bug for Android users, the new bracelet will continue to have the same problems and I'll continue paying for a membership I can't use. To me, this is deceptive... for them to take my money KNOWING that my product will disconnect due to a bug. They say they are going to "update our firmware to try to resolve the issue, but he can't give me anymore information.

  Customer response

  01/05/2022

  I have not heard from the business in response to my complaint.  

  Business response

  01/05/2022

  Thank you for reaching out regarding your experience with Whoop. We apologize for any inconvenience that you have experienced at this time. I can confirm that your 3.0 replacement order will be shipped out as soon as they are back in stock, which should be by 1/15. To make up for the time lost while waiting for your new 3.0 device, we have applied two months of credit to your membership.Unfortunately, as mentioned by on our of representatives, it appears that you are experiencing a bug that affects Android users and causes frequent disconnects. We apologize for this inconvenience. Our engineers are aware of this bug and are actively working on a fix. In the meantime, your new 3.0 device should help improve your experience.You will receive an email confirmation as soon as your 3.0 order leaves the warehouse, which will include a tracking number. Please reach out to ******************************** if you have any other questions or concerns during this time, or if you need assistance with getting your new WHOOP 3.0 connected upon arrival.

  Customer response

  01/05/2022

  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.

  This response is NOT acceptable.  I was told on 12/31/2021 by ******** with WHOOP that my strap had shipped from the warehouse.  Further, ******** said that the KNOWN firmware issue HAD been fixed since it was a new device.  All of that information goes against everything your response says above.  I also contacted the Help line today after not hearing from anyone Remar with WHOOP again said that my device had shipped from your warehouse.  He refused to provide shipping information.  This is completely unacceptable.  I don't want any further "months" added.  I WANT MY MONEY BACK AND I DON'T WANT THIS STRAP.  WHOOP has breached the contract we made when I signed up for a year membership,  I paid for the year up front as I was contractually obligated to do for my membership and WHOOP's contractual obligation was to provide the tracking and fitness services I paid for.  That has not been upheld for MONTHS since this known bug started.  You didn't inform me, the customer of this issue.  In fact, despite me contacting the help desk, no one told me about it until months later despite acknowledging WHOOP knew about it.  WHOOP has a limited warranty to replace straps that stop working, and I requested a replacement based on that limited warranty.  I did the troubleshooting repeatedly and nothing helped.  I was then told I would be sent a new strap, and that was nearly 4 weeks ago.  Each time I follow up I'm told it has shipped but it never arrives.  WHOOP has failed to perform the contractual obligations we both agreed to.  I have paid for services I haven't been getting and that, from your response above, I will still not receive even with a new strap since I still have an android and you are saying that the bug still isn't fixed.  This is absolutely unacceptable.  I want my money back and I do not want the new strap.   

  
  
  FAQ
  
  Regards,

  *******

   

   

  Business response

  01/14/2022

  Thank you for reaching out regarding your experience with Whoop. We apologize for any inconvenience that you have experienced at this time. We can confirm that your membership has been canceled, and a prorated refund in the amount of $144.00 has been issued back to the original form of payment. Please allow **** business days for this refund to fully process. 

  
  According to your *** tracking information, your 3.0 replacement order was delivered on Wednesday January 12th at 3:15PM. Per your request, our Order Fulfillment team is in the process of generating your prepaid return label for you to send this 3.0 order back to us. They will be sending this prepaid return label to ****************** once it is complete. If you have any additional questions or concerns in the meantime, please let us know.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid WHOOP $324 for a 18 month subscription for their strap that gathers wellness data. I have had various issues over the last 8-9 months with slow response and resolves each time. However, 5 weeks ago I began having more serious issues and the strap stopped working altogether 4 weeks ago. I have called NUMEROUS times, but no one answers the phone and the voicemail is full so you can't leave a message. I have emailed no fewer that a dozen times and have been promised a new band and battery. That was 3 weeks ago. Still no band, still no battery, still no working product and I'm still paying for a subscription that is USELESS! I am beyond frustrated with the runaround, slow response when I get one and have not heard back from the last 3 emails I have sent. I just would like a pro-rated refund as the services they promise are not being delivered and the customer service is horrendous and incompetent.

  Business response

  12/16/2021

  Thank you for reaching out regarding your experience with Whoop. We apologize for any inconvenience that you have experienced at this time. I can see that youve been in touch with our ********** Services Team in regards to your replacement 3.0 order, and we can confirm that your 3.0 order has been shipped out as of today, December 16th. Here is the tracking number for your 3.0 replacement order: 1ZW8X1890294885338. Please allow an additional 24 hours for the shipping status to update accordingly.  Additionally, your 4.0 order should be shipped out soon. 
  
  
  We also noticed that you have been credited 3.5 months to compensate for the inconvenience you've experienced during this time. If you have any additional questions, please reach out to ********************************. 

*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. ↩