ComplaintsforWhoop, Inc

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been trying for almost 1 month to apply the discount for my Whoop membership -- they charged me $239 + tax, when I should have received it for $199. They are also ignoring my emails and taking ages to respond.

  Business response

  03/08/2024

  Hello, and thank you for reaching out.

  We are sincerely sorry for any misunderstanding around your communication with our support team. A member from that team has since been in touch with you directly to honor this discount and confirm that this has now been applied to your original payment.

  We appreciate you bringing this to our attention and once again, we apologize for this experience.

  Customer response

  03/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  02/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased the whoop 4.0 a month ago, just outside of the return window. It has since stopped working and I can not call the company. They have a ******* SQ FT. office but do not offer any phone technical support. I had to reach out via Instagram with no response. The battery pack is not charging the Whoop device. This is a very common issue from what I read in discussions. This company is a waste of time to deal with. USE ANOTHER FITNESS DEIVCE.

  Business response

  02/25/2024

  Hello, and thank you for reaching out. We apologize for any frustration and trouble in reaching our support team. We do have a toll-free number that operates from 7:00a - 7:00p seven days a week: +1 ************ This number is listed in our Terms of Use, Section 17; we are sorry to hear that you had trouble locating this information.

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

  In checking, it appears that your support inquiry through email to ******************************** has been responded to, and we are in the process of setting up a replacement device based on diagnostic results. If you have any additional questions or concerns, please feel free to reach out in your open support thread or contact ******************************** through email at any time.

  Customer response

  02/25/2024

  Whoop resolved the issue very quickly! They have responded to my email and will be sending me a replacement at no cost. They have been easy to deal with and provided a quick remedy! Thank you! 

  
  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

  02/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered the Whoop device on 2/6 paying $18.52 for expedited shipping. I have not received my Whoop device, their website order status show no order status for my order & I have since contacted them in writing twice (email) and they have not responded. I will be contacting my credit card company to file a fraud claim against them.

  Business response

  02/26/2024

  Hello, and thank you for reaching out. We are sincerely sorry for any misunderstanding around your recent order with expedited shipping.We can confirm that expedited shipping was purchased for your order. To clarify, shipping timeframes are indicated in business days and warehouse processing times are not included in the shipping method that is purchased.

  We have looked into this further for you to ensure this concern is fully resolved for you. We can confirm the order shipped on 2/14/2024 and was delivered on 2/20/2024.

  At this time it looks like a member of our support team is currently in direct communication with you and as of 2/21/2024, has addressed your concern, provided the above shipment information and as a courtesy has refunded you for the expedited shipping fee. 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

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased the tracker Feb 12. Product fails to charge. Emailed customer support multiple times. It does not go anywhere. They ask for information and then disappear. Website fails to log me in. Says that the account already exists, sends a reset email which does not reach me. Checked in all the folders. This keeps on dragged for over a week now.Yesterday I started calling the company. Average time on hold: 40 minutes. First two customer services reps asked for my info, then put me on hold and dropped the call. Right now I'm sitting on my third call. At this point I'm just trying to cancel and return. Unfortunately it involves reaching someone.

  Business response

  02/22/2024

  Hello, and thank you for reaching out. We are very sorry that you had a poor experience with our support team. Our team has been undergoing system-wide maintenance resulting in delayed shipment as well as response times. We reviewed your phone logs and confirmed that the calls did disconnect; we apologize for this and will investigate our systems to ensure that they are working correctly.

  It appears that you initially reached out on February 12th to report that your device was not charging; after some conversation, on the 21st, we let you know that we would be setting you up with a replacement. That same day, you called in again to let us know that youd prefer to return the device instead. Since then, you have been provided with a return label and given instructions to return your order as requested. (Members can also return through ************************************************************** any time, although I understand you had some login issues as well, which may have impeded your ability to return on your own.)

  We appreciate your patience as we worked through this concern and will pass your feedback on to the broader team. If you have any further questions or need any additional assistance, please feel free to reach out in your open support thread or contact us by emailing ********************************.

  Customer response

  02/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I ordered my whoop band on February 5, and it shipped on February 9. It is currently February 19 and still no word on my package. My brother ordered it on the same day and got his on February 12 which doesnt make sense since we live in the same apartments. I checked the order status page but it doesnt seem to work at all. *** also tried emailing them multiple times but they dont reply, only with the automated emails.

  Business response

  02/22/2024

  Hello, and thank you for reaching out. We are sincerely sorry for the frustrating experience that you had while requesting an update on your package. In reviewing your support cases, it appears that you were informed that our team would be in touch as quickly as possible via automated email. The agent who handled the case needed to reach out to our warehouse for clarification after receiving your case, resulting in a delayed response on our end. We apologize sincerely for the inconvenience. However, we have since followed up with you and refunded your order in full after offering to set up a reshipment.

  We do recognize that you have been waiting some time to hear back, so we apologize for this inconvenience. However, you should be all set moving forward. If you have any additional questions, please feel free to reach out in your support thread or send an email to ********************************.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a replacement battery from the Whoop Store, to be delivered to my overseas military APO address. **** returned the item to Whoop as undeliverable, Im assuming due to the fact that it had a battery in it. When I discovered this fact, after checking the tracking of the item a week or so later, I reached out to Whoop to get a refund, to which the customer service representative said it was against Whoop policy to issue refunds. I cannot find anywhere in any Whoop policy which aligns with this claim for accessories bought in the Whoop store, which are returned-to-sender. The item is obviously unopened and unused as I never received it. I fully expected to lose the shipping cost in a refund, but sad that Whoop lost a customer (I canceled my membership of course) all over refusing to refund a returned-to-sender $49 battery. I would still like a refund on the $49 of the purchase. If BBB fails, Ill next attempt to contest the charge with my credit card company.

  Business response

  02/19/2024

  Hello,

  Thank you for bringing this matter to our attention. We apologize greatly that a battery pack shipment was unable to be delivered to the provided address. We have provided a solution to help get this device delivered via ********************************* If you have any additional questions, please follow-up to the previously sent email. 

   

   

  Customer response

  02/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #******** (pending the delivery on their promise to ship me a replacement unit). I understand that by choosing to accept the business response that my complaint will be closed as resolved. If they fail to deliver on their promise, I will reopen or re-initiate this complaint.
  
  Regards,
  
  *********************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a Whoop trial on Feb 07 **** and paid for expedited shipping. Its been 8 days, the order hasnt been shipped and customer service simply doesnt respond to questions. I want this order cancelled and my shipping charge refunded. This company is a joke.

  Business response

  02/19/2024

  Hello, and thank you for reaching out. 

  We are sincerely sorry for any misunderstanding around your recent order with expedited shipping.We can confirm that expedited shipping was purchased for you order. To clarify, shipping timeframes are indicated in business days and warehouse processing times are not included in the shipping method that is purchased. We additionally looked into this further for you and do see that the order shipped on 2/14/24 and is currently in transit to you. At this time it looks like a member of our support team is currently in direct communication with you to address your request and ensure we completely resolve this for you. 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 ********************************.

  Customer response

  02/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Your website does not state shipping time. And this does not excuse the several times your customer service team simply dismissed my questions. I once got a canned response saying we are unlocking performance and thats why your order is delayed. Your chatbot agents simply declined helping out, saying thats not their department. Just horrible service all around. Will be returning the device. Can only imagine what it would be to be a customer and actually need help. 
  
  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,

  Murilo

   

   

  Business response

  02/22/2024

  We appreciate your response and apologize once again for the misunderstanding around the handling time on your recent order and for the frustration with communicating with our customer support team.
  
  It looks like since that time, one of our support team has reached out to address your concerns and to ensure this concern was fully resolved for you. As a courtesy, a partial refund was provided for the difference between standard shipping and expedited shipping. It looks like the order has since been delivered on 2/17/2024.
  
  That said, if you wish to proceed with a return within 30 days of activating your membership, a request can be completed within your membership at app.whoop.com and a return label will be processed in order to return your WHOOP. Additionally, a request can be made by reaching out to *********************************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested to cancel my account and the company outright refused. I no longer have the device and they have told me that it is impossible to cancel.

  Business response

  02/15/2024

  Hello, and thank you for reaching out. We apologize for any confusion around our cancellation policy. We have reviewed past correspondence with our support team; when you reached out stating you would like to cancel your account, we informed you that you were within a membership commitment that is not scheduled to end until August of ****. Our members do have the ability to cancel at any time; however, if your commitment is not fulfilled at the time of cancellation, members are required to pay the remainder of their commitment fee. We apologize if you felt that this agent's message was unclear. However, we do state this in our Terms of Use and also have the following support article available: ********************************************************************************************

  As pointed out in this article, members can schedule their account to cancel at the end of their paid period at any time by heading to app.whoop.com, then "Membership", and then paying the remainder of your commitment balance. However, we can confirm that you were assisted in your support thread and were ultimately canceled after some additional conversation with our support team. If you have any further questions about our cancellation policy or if you need any additional assistance, please feel free to reach out in your open support thread or email a question to ******************************** any time.

  Customer response

  02/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I prepaid for a twelve month subscription up front. After a month, I was sure that I didnt want to continue using the subscription at the end of the term ($30/month). I was informed that my ************ were to pause or cancel my membership. Turning off auto-renew was not an option. Out of fear for the financial consequences, I canceled membership. Whoop then turned off all of the functionality to the device. I paid for a year and only got a month. I believe it is unethical, if not illegal, to require that a customer have auto-renew on in order to access the service they already paid for. I was only able to use a month of my twelve month subscription.

  Business response

  02/15/2024

  Hello, and thank you for reaching out to WHOOP support. We apologize for any confusion regarding our options to set your account to auto-cancel at the end of your prepaid subscription.

  After review, our support team has confirmed with you that your account has been successfully set to cancel to prevent an auto-renewal charge. From our records, our team did not suggest the option to pause the membership.

  Additionally, our team has followed up providing confirmation that setting your account to auto-cancel does not have any impact on the functionality of your sensor itself. You will be able to utilize your device and our services up until the end of your prepaid term.

  Once again, we apologize for any confusion or frustration.

  A member from our support team has followed up with you on your open case with ****************** to further assist you with any issues you are experiencing with your WHOOP 4.0.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  About three months ago, I attempted to cancel my services with WHOOP. When presented with the option to pause my service instead, I did so because it was a good product and in case I felt differently in that time. Last week, I receive an email stating my service would resume on Sunday February 12th.I didnt feel like resuming service so I looked for cancelation options. There were none. When I went to the companys help page, all I got were options to resume service and if I wished to cancel, Id have to unpause first. I unpaused to cancel thinking I could get a refund because certainly the company didnt intend to force me to pay one last months subscription when I was already out of my agreed upon term. I emailed customer service and my request for a refund went addressed as they responded with my future cancelation date and a rest assured you will no longer be charged after that date. I responded by explaining everything *** explained in this complaint so far and my inquiry was escalated to a different customer service rep who explained If you decide to cancel your membership while paused, you must unpause your membership to cancel. Data upload and billing will resume once the account is unpaused. Memberships can be paused for a maximum of three months, we cannot refund any processed membership charges and the fact that there is was never an option to avoid being billed is absolutely infuriating and a deceptive business practice. I will be reporting the charge as fraudulent and fighting it as far as it will go.

  Business response

  02/13/2024

  Hello, and thank you for reaching out. We apologize for any confusion related to our pause feature. To clarify, the pause and cancel functions have two purposes. A cancellation stops further billing until the account is reactivated, and a pause moves any remaining credits on a daily basis to the end of that pause period. Pausing your account does not affect the status of your membership other than shifting your remaining credits. We apologize if this was unclear to you.

  We do offer a support article that mentions that upload and billing will resume once the account is unpaused. Please see: ***************************************************************************************************************************************************************************.

   However, we can confirm that our support team has since refunded your unintended monthly charge, so you should be all set. If you need any additional assistance, please feel free to reach out in your open support thread or contact us by emailing ********************************.

*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. ↩