ComplaintsforWhoop, Inc

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased and paid in full for 18 months of WHOOP which entails data gathering for wellness. However, I have had numerous issues with the strap and the battery. I even purchased a second battery because the first did not function properly. I have contacted customer service no fewer than a dozen times in the last 5 weeks because the strap stop working entirely, not just intermittently, the 3rd week in November. Since then I have sporadically had a response, but still not delivery of a new strap nor battery. If you are paying for a subscription service that does not provide the data then you are paying for NOTHING! I have tried and tried to resolve this, but WHOOP corporate does not answer their phone and you cannot leave a message as the voicemail is full. I keep getting the runaround over email after they take DAYS to get back to me. I am still sitting here a month later with no working product. I would like a refund of my remaining months on the subscription. They do not live up to their service promises and the product is non-functioning. I paid $324 upfront. I want a pro-rated refund. That is fair. I am beyond tired of dealing with them with no response, no help and no data!

  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 ********************************. 

• Initial Complaint

  12/11/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I subscribed to Whoop and paid for a Whoop 4 strap after being told the Whoop 4 strap would ship to me in 6-8 weeks. That was some 20 weeks ago and the Whoop 4 has not arrived.The Whoop 3 band I have is failing. It can not maintain its BT connection and has to go through a manual resynch process several times a day.This makes the strap essentially worthless for real time fitness and stress monitoring. Further, the Whoop 4 has additional functions that were important in my purchasing decision.Whoop seems wholly unconcerned with its bait and switch tactics and expects me to pay for its supply chain problems.Please help resolve this issue.

  Business response

  12/16/2021

  Hello *****,
   
  Thank you for your patience and understanding during this time. My name is ******* M, and I work on the Privacy team here at WHOOP.
   
  After our internal investigation, I can see that your 4.0 Order was placed on 9/20/2021, along with an 18-month membership extension. This is set to ship in mid-January, so please be on the lookout for the arrival of your 4.0 around this time. 
  
  In terms of your 3.0 Connectivity issues, we have looked through all of our past tickets, including the names and emails associated with your account, and cannot see any previous correspondence with our Support team here. WHOOP ********** Services gladly offers around-the-clock troubleshooting for any issues that you may encounter. I am going to transfer this over to one of our Software Specialists, who will be able to assist you with the Bluetooth connectivity issues that you've brought up. 
  
  In regards to the delay that you've experienced, we will be glad to provide monthly credit for the time that you've had to wait.
   
  Thank you for your patience, and I hope you have a great day.
   
  Best,
  ******************

  Customer response

  12/17/2021

  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.]
  
  Dear Whoop,
  
  You are once again shifting responsibility for your refusal to send me that for which I have already paid to me.
  
  You offered.  I accepted.  I paid.  You didn't perform.
  
  With regard to the Whoop 3, I tried all the methods detailed on your website to get it to maintain connection and I tried to engage your help and the wait times were untenable.
  
  Please ship the Whoop 4 without delay - it is already months over due - AND refund me for the time during which you failed to honor your contract.
  
  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

  12/17/2021

  Hello *****,
   
  Thank you for bringing up these questions and concerns. We have been able to bump your order, and it is now set to ship tomorrow.
   
  In terms of the refund you've requested, we have gone ahead and processed the return of $54 back to your account, to reflect 3 months, at the $18/month rate that you are paying. Please be on the lookout for this to arrive at your account in the next 5-7 days. 
   
  Please let us know if you have any further questions or concerns, and I wish you a great day.
   
  Best,
  ******************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Whoop to cancel my membership. After a lengthy chat with customer service and being told they were unable to cancel it due to my membership status, they sent me instructions as to how to cancel and turn off auto renew. I have done this multiple times now and my membership is still active and I have not received any confirmation that this has been complete. It lets me click through as if it is going to cancel and then just brings me back to the membership page. I want auto renew off and my membership cancelled.

  Business response

  12/03/2021

  Hello ******,

  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 membership, we can see that you joined WHOOP on August 25, 2021, on a MONTHLY plan, then purchased an ANNUAL plan on 09/08/2021, with an extra month of credit, lasting until October 29, 2022. We do provide the option to cancel memberships within thirty (30) days of receipt of the WHOOP Strap in order to receive a refund. Since you requested a cancelation/refund on 11/29/2021 and the 30-day period has passed, you will be eligible for cancellation on October 29, 2022, when your credits expire. 

  We can offer an immediate cancellation if you dont want to use the remaining time that you've already paid for. Alternatively, we can offer a prorated refund, which still honors the six-month commitment which you originally signed up for, and refunds the remainder of your annual membership back to the original payment method.

  Best,

  ******* M 

  Customer response

  12/06/2021

  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,

  ******

   

   

  Customer response

  12/06/2021

  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. 

  
  

  Hi,

   

  This response is fine, however I have not received a refund for the year like you mentioned. I will accept the response when Whoop actually provides me a refund and doesnt just say it on here for other people to think the issue was handled. My membership is cancelled and I would like the refund. Thank you.

   

  [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

  12/06/2021

  Hello ******,
  
  Thank you for your continued patience and understanding during this time. My name is ******* M, and I work on the Privacy Team here at WHOOP, and I was previously assisting you with your cancellation request.
  
  I can see that the previous agent assisting you was able to cancel your membership, and I can confirm that your account shows up as "canceled" from our side of things as well.
  
  I am also emailing you to confirm that we have processed the pro-rated refund, as mentioned in our previous thread. You should see this arrive in your payment method account in about 5-7 days from now. Please let us know if you have any issues receiving this, and also please confirm with us to ensure that you have received the refund.
  
  Thanks again for your patience and understanding throughout this process, and have a great day.
  
  Best,
  ****************** 

• Initial Complaint

  11/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am what Whoop considers a Founding Member (I am one of their first customers). I ordered the Whoop 4.0 on 10 September. Woop said at that time that it will take 4 to 5 weeks to receive it. It is 18 November and Whoop just told me that I may have to wait another 5 to 9 weeks or more. My whoop 3.0 no longer works, so, currently, Whoop is unable to provide me with the service that I have paid for.

  Business response

  11/19/2021

  Thank you for reaching out regarding your experience with Whoop. We apologize for any inconvenience that you have experienced at this time. We noticed that you are awaiting assistance regarding a software issue. Due to a recent increase in software inquiries, we have experienced a slight backlog in response time. We sincerely apologize for the delay and have escalated your ticket internally to a software specialist. You will be hearing from us further on this matter within the next ***** hours. Thanks again for your patience and we look forward to assisting you with any further requests shortly.

  Customer response

  11/19/2021

  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. 

  In their reply Whoop did not provide an explanation as to why they have failed to deliver the product within the timeframe given to me when I have ordered it. Waiting additional months for the product to be delivered while I am charged monthly credits for using a product that I have never received is not an acceptable resolution.
  
  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,

  Alexander

   

   

  Business response

  11/23/2021

  Thank you for your patience while we responded to your inquiry. Due to global delays in the supply chain, shipping times for our product have been delayed. I checked on the status of your 4.0 order and can see that it shipped out today, November 23rd. Here is a link to track your order: https://www.ups.com/track?loc=en_**&tracknum=1Z0W93R00244437327. To make up for the inconvenience related to shipping delays associated with your 4.0, I have applied two additional months to your membership. I would also like to provide you with a discount code so that you, should you choose, can receive a complimentary SuperKnit Kit for your new WHOOP 4.0. We truly apologize for any inconvenience you have experienced.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Whoop makes a heart rate monitoring device for athletes which pairs with an iPhone app. For a monthly fee, they provide you with the monitoring app and process the data from it to give you information on your physical efforts, fatigue and recovery. I paid for a year in advance, to reduce the substantial monthly fee, and they said I could cancel within a month if I wanted to. I requested cancellation after 6 weeks (although the annual service will last through November 2022), and they refused to cancel and refund my payment, which was nearly $300. Then my device stopped pairing with my iPhone, so it stopped working, and their recommended troubleshooting procedure has not gotten it to re-pair after numerous attempts. I have been using the whoop for years, so I am not a novice. I contacted them through their online help chat, and was forwarded to technical support who have never responded to numerous questions. I also contacted them through email, and they replied saying that they were expediting my service request and then I heard nothing further. They no longer reply to my emails and have made no attempt to fix the problem with their device and service, yet I am still out the money I paid them and have a nonfunctional device. This is fraudulent business practice and needs to be reported.

  Business response

  11/16/2021

  Thank you for reaching out regarding your experience with Whoop. We apologize for any inconvenience that you have experienced at this time. We noticed that you are awaiting assistance regarding a software issue. Due to a recent increase in software inquiries, we have experienced a slight backlog in response time. We sincerely apologize for the delay and have escalated your ticket internally to a software specialist. You will be hearing from us further on this matter within the next ***** hours. Thanks again for your patience and we look forward to assisting you with any further requests shortly.

• Initial Complaint

  11/07/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  ******* intentionally misleading customers about shipping dates in order to secure orders and money from customers. No updates informing customers of delayed shipping or problems encountered with current 4.0 users. ******* has continously blocked/censored negative comments regarding Whoop's misleading information on ****************** ******* unwilling to provide any information regarding accurate status of any customer's orders. Ceo blocks comments on official ******* account. A company evaluated at 3$ billion that refuses to issue a press release regarding its mistakes and inform customers of accurate shipping dates is unacceptable and fraudulent.

  Business response

  11/10/2021

  A sincere apology for any frustrations caused. Due to global supply chain disruptions, we are experiencing unforeseen delays that are out of our control. This has been a massive inconvenience for all involved and we are truly sorry for any discontent caused by these roadblocks which again, are out of our control.

  Please reach out to ***************************************** for additional support and a resolution in the short-term. Thank you kindly. 

  Customer response

  11/23/2021

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

  Update : Whoop sent an email to customers informing customers of exact cause of delays and is offering a free month of service for the inconvenience. Transparency is key, this email sent out is exactly what I was looking for and assuming others were also looking for. The silence from the company was worrisome, however now I feel like I'm not being left in the dark without an explanation. Thank you.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 1 year subscription of Whoop on 8/21/2021. Problems with the service started around Oct 2nd. Numerous contacts with company and they have no timeframe for repair of known issue. New issue with strap started October 20th. Company unable to correct this issue as well. Requested refund of service back in first part of October and was denied. Asked again today, 10/25.2021 and was told I need to continue paying for service because I agreed to pay at least six months. I have disputed the charge with my credit card because its within 90 days; however, Im submitting this complaint as well because I don't find what the company is doing is fair. The service does not work, I shouldn't have to continue to pay for something that does not work.

  Business response

  10/29/2021

  After a thorough and comprehensive review, at the manager's discretion given the member was outside of our thirty-day return policy, the individual received approval for a refund of $284.86 on Wednesday, October 27th. This, coupled with actions taken to cancel the membership, indicates that no further action is needed on our end. Apologies for any inconveniences caused.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  4TH REQUEST SINCE SEPTEMBER 13TH for escalation of an ongoing support issue. Requested manager call me, still no reply at all.Continued to get "scripted replies by different support staff who did not read the service ticket history. The device did not auto detect sleep at all or correctly, the same for physical activity. Its the purpose of the device. Multiple emails with reports off issues. Agents replying not looking at history, then encapsulating entire email chain and revising all what was done so agent didnt give another apology and scripted response. Finally asked to escalate to ONE person to run down the issue. no reply. Multiple emails requesting escalation and now a refund for all the months I have had issues no reply. Then 4 emails since 9/14 asking for a manager to contact me. NO REPLY

  Business response

  10/19/2021

  Sincere apologies for frustrations caused by the lack of consistent support. Please reach out to **** at ********************************** who will subsequently coordinate support for the issues needing to be rectified and any other questions or concerns. While we cannot guarantee that all requests will be honored, we will put forth the necessary effort in identifying and course correcting. Apologies once again for any previous delays with response times.

  Customer response

  10/21/2021

  [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

  09/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Over the last few weeks the recovery and sleep scores on the system have been off to a degree that is unacceptable. For example they claim A 100% sleep score and a 98% recovery on a night which I can verify I was unable to sleep with data from other services, yet Whoop insists there system is accurate without providing proof. I have been talking to them for 2 weeks patiently but all they do is try to get me to keep using their system. I have prepaid for over 1 year of service and they will not provide any pro-rated refund and offer no alternative other than 1 free month which does me no good. The attached images meet the 5mb limit i have more supporting documentation

  Business response

  09/21/2021

  The member has indeed had a frustrating experience but we remain committed to ensuring that the data can be trusted and actioned entirely. This is especially of high importance given that the member renewed their respective membership for 18-months (priced at $324) on April 2nd. Additionally, they have been on our platform since October 2019 in which we are especially appreciative.

  In terms of the member's specific request, all extension purchases are final therefore we are unable to accommodate a refund; this is a firm company policy.

  That being said, please contact ********************************** to explore additional support resolution strategies. Once again, apologies for the frustrations caused. 

   

• Initial Complaint

  09/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was charge by WHOOP a fitness company whose website is whoop.com $313.56 plus $25.56 tax today for the service which should not have been automatically deducted to my account. They should not have done this right away this is causing me stress and anxiety dealing with issue. I wonder how many customers theyre automatically chargimg their services. Please help me correct im from ***************

  Business response

  09/21/2021

  On March 17th, the member manually upgraded to our ** Annual Subscription Renewal Plan totaling $313.56 which subsequently processed on September 17th, this marked the end of the prepaid period and is thus the reason for the charge. Nevertheless, the member has since been refunded the entirely, the membership is indeed cancelled and they will not be charged again. 

*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. ↩