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:01/19/2025

  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 unit and sport band as a Christmas gift. The sport band would only go halfway onto the unit and became stuck. It was extremely difficult to remove. Numerous customers posted the same issue online. Beginning January 1, 2025, I have been attempting to contact Whoop for a refund. I have sent approximately a dozen emails. I get responses singed by someone different each time. Most responses state, "We have received your request for support, and we will be in contact with you as quickly as possible." One response will ask for my address. Another will ask for the email on the account and the last four digits of the credit card used. The last stated it was being sent to a specialist for assistance. There has been no response from this company. I have asked for a refund for a faulty product. I feel this is fraudulent, since several other customers have posted the same issues and behavior from this company. I would like to have the price of the faulty product refunded.

  Business Response

  Date: 01/20/2025

  Hello, and thank you for reaching out. We sincerely apologize for the frustration and inconvenience you experienced with your recent refund request.

  At this time our support team has been in touch with you directly to setup a full refund to ensure this is fully resolved.

  If you have any additional questions or concerns, please feel free to follow up within your current case with ********************************************************.

  
  

  Customer Answer

  Date: 01/20/2025

  [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:01/19/2025

  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 have been a member of whoop for numerous years. Whoop had a sale at the end of the year to extend your membership for one year for $200 instead of $249. I clicked the link that I was emailed and completed the purchase for $216.17. The following day I was then charged an additional full price membership of $259.62. My account only reflects one year purchased. I want to be credited back the $259.62. I have been trying to get reimbursed through the standard methods and the resolution team is far from helpful and take days to respond and continuously ask for the same information over and over again. At one point I was sent a refund receipt for the discount purchase but no money was ever returned. Very frustrating.

  Business Response

  Date: 01/21/2025

  Hello, and thank you for reaching out. We are sincerely sorry for this experience with your recent order.
  
  
  After further review, I can confirm that we received your email, and that our support team has responded to you with a resolution.
  
  
  To confirm, a refund of the 12-month subscription charge was provided. The recently renewed membership subscription has been canceled to prevent any future billing.
  
  
  If you have any other questions about this in the meantime, please reach back out within the support email and a member of our team will be able to assist further.

• Initial Complaint

  Date:01/15/2025

  Type:Delivery 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.

  Date of the Transaction:December 29, 2024 Amount Paid:$283.20 (1062 SAR), including the expedited shipping fee What the Business Committed to Provide:Whoop committed to delivering my ordera Whoop watchusing their 1-2 day expedited shipping service. This was confirmed during checkout, and I paid an additional fee for faster delivery. According to their stated timeline, the order was supposed to ship no later than December 31, 2024.Nature of the Dispute:Despite my payment and the company's stated commitment, the order has not been shipped as of January 15, 2025, and there have been no meaningful updates from the company. I contacted Whoops customer service team on January 3, January 8, January 9, January 10, January 11 and January 14 to inquire about the status of my order. Unfortunately, I received the same generic response during each interaction, with no actionable information or progress toward resolving the issue.This delay has caused significant frustration, as I paid for expedited shipping, trusting the company to honor its commitment. The lack of communication and failure to provide updates regarding my order's status is both unprofessional and unacceptable.Attempts to Resolve the Problem:I made multiple attempts to resolve this issue directly with Whoop through their customer service team, contacting them on five separate occasions. However, no resolution or clear explanation was provided. I was repeatedly told to "wait for an update," which has yet to arrive.Resolution Sought:Immediate shipment of my order, including confirmation and tracking details, honoring the expedited shipping service I paid for; or A full refund of the total amount paid, including the additional charge for expedited shipping ($283.20 or 1062 SAR).I trust that the Better Business Bureau will assist in facilitating a resolution to this matter and help ensure that Whoop improves its customer service and communication practices.

  Business Response

  Date: 01/21/2025

  Hello, and thank you for reaching out. We are sincerely sorry for this experience with your recent order.
  
  
  After further review, I can confirm that we received your email, and that our support team has responded to you with a resolution.
  
  
  To confirm, we have updated the address on your order to ensure a successful shipment.
  
  
  If you have any other questions about this in the meantime, please reach back out within the support email and a member of our team will be able to assist further.

• Initial Complaint

  Date:01/12/2025

  Type:Sales and Advertising 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 free trial advertised as only pay for shipping if you return the product and cancel the membership before 30 days. They immediately charged me for shipping. Then I had issues with the app. I could not get the full picture to show. After multiple failed attempts at reaching customer service that wasnt an auto response, I decided I would not be willing to pay $30 a month for a membership for a company with zero customer service. I tried to cancel my trial and get the return slip. There is literally no option to cancel given. You can change from annual to monthly, but could not cancel. After two weeks of contacting by email and social media, I finally got a return label. I returned the product, paying for shipping again, providing them with tracking information and confirmation of delivery. I was then able to cancel membership. They have now charged me $124 for an unreturned product. I detailed every step of the return with them.

  Business Response

  Date: 01/17/2025

  Hello, and thank you for reaching out. We are sincerely sorry for this experience with your cancellation and return process.
  
  After further review, I can confirm that we received your email and that our support team has responded to you with a resolution.
  
  To confirm, a refund of the unreturned hardware fee was provided. The membership has been canceled, effective immediately to prevent any future billing, as requested.
  
  If you have any other questions about this in the meantime, please reach back out within the support email and a member of our team will be able to assist further.
  
  

  Customer Answer

  Date: 01/17/2025

  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 #********, as a refund was issuedI. I did not receive any confirmation that they made a mistake in charging me, as they still refer to this as an unreturned item, which is inaccurate. They say they received the email, not mentioning the device that they absolutely did receive. It would be nice for them to admit they made the mistake and are refunding me because of their mistake. There language has remained vague and more in line with they are refunding me because I complained, not because they did wrong. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:01/11/2025

  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.

  Resolution: needs to be replaced.I sent at least 10 requests and got no response from support.Message I sent to them multiple ******** Whoop is completely unresponsive. The battery drained, and despite charging it overnight, no LEDs come on.Details: Serial #: ********* Ive tried resetting it, and tested the charger with another Whoop (works fine). This confirms the issue is with the device, not the charger. Im currently connected to my sons Whoop on my account since mine wont work.This is my 4th Whoop device in 5 years, and Ive had to replace one before for similar behavior. Can you please send me a replacement as soon as possible?Link to video confirming I have my Whoop, which isnt charging. The serial number is visible, and I tapped multiple timesno LED activated. Video taken this morning.*********************************************************

  Business Response

  Date: 01/16/2025

  Hello, and thank you for reaching out. We sincerely apologize for the frustration and inconvenience youve experienced with your recent replacement order request.
  
  At this time, our support team has been in touch with you directly to provide a replacement form to ensure this is fully resolved.
  
  If you have any additional questions or concerns, please feel free to follow up within your current case with ********************************************************.

• Initial Complaint

  Date:01/09/2025

  Type:Sales and Advertising 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.

  A couple months ago I was so excited to try a whoop but the stress and issues with customer service in trying to cancel has been so bad its almost comical. After only 2 months Ive had to cancel for numerous reasons, and when doing so, was told that because I got the whoop strap for free, I agreed to 12 months and they will not cancel. As per the other complaints filed on here, I was completely unaware of this and would have purchased one for $10 on ******** Marketplace rather then be subject to TWELVE month commitment. Since that reply, I have sent 3 more emails with no response, and have been forced to come here for resolution.

  Business Response

  Date: 01/10/2025

  Hello and thank you for reaching out. We apologize for any confusion regarding our Free Trial Membership. We empathize with any frustration from this experience and we would be happy to share some more insight on this.

  Please note that new members can join with a Free Month Trial at *********************************. If for any reason you do not wish to continue past the Free Month Trial (30 days), you can cancel by sending the device back via return label. After 30 days, members will automatically join the annual membership commitment. This includes whether the membership is paid annually or monthly. For reference, this information is stated within our Terms of Use (********************************************************) and throughout the join flow when signing up at ********************************************.

  At this time, our WHOOP Support Team has been in contact with you via email to assist with a return and full cancelation of your WHOOP membership.

  If any further questions or concerns arise, you can respond in the email thread with our Support Team so that we can assist. Thank you for your feedback on this experience.

• Initial Complaint

  Date:01/07/2025

  Type:Delivery 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 ordered the WHOOP on December 6, but the product was never delivered. After waiting a few weeks, as I understand the holidays can be busy, I received a notification from **** stating that the package was lost or stolen. I attempted to contact WHOOP customer service by phone, but no one answered.On December 30, I reached out to customer support via email to inform them of the situation. I was advised: 1. that the product was delivered on December 10.2. "confirm with my neighbors to ensure it wasn't delivered to them by mistake," I replied with a letter from the **** stating that the product had not been delivered. Since then, I have not received any responses.I received an email on January 7, 2025, stating that I would be charged next month. Since I did not have the product, I chose to cancel my order. However, if I cancel, I would incur a $300 fee that covers the next *********************************************************** taken any other action.I noticed that others had faced similar issues with receiving and returning products, a lack of response from customer support after receiving customer funds, and confusion around their trial periods. This leads me to suspect that the company may be scamming people out of their money because they see an issue but haven't changed anything.

  Business Response

  Date: 01/11/2025

  Hello, and thank you for reaching out. We are sincerely sorry for this experience with your recent order.
  
  After further review, I can confirm that we received your email, and that our support team has responded to you with a resolution.
  
  Thank you for providing a screenshot of the letter from **** clarifying that the package was lost. To confirm, a refund of the shipping charge was provided. The membership has been canceled, and your billing card has been removed from the payment system as requested.
  
  Regarding the request to delete your profile a member of our team will follow up with you from ******************************************************** to provide the necessary steps.
  
  If you have any other questions about this in the meantime, please reach back out within the support email and a member of our team will be able to assist further.

• Initial Complaint

  Date:01/06/2025

  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.

  There are two parts to this complaint: faulty device and theft of funds for membership extension.I purchased a WHOOP tracker via Amazon on 05/31/2024 for $255.73. The purchase of the WHOOP came with 12 months of membership to the tracking software/app. I then purchased an 12 month extension for $231.97 on 08/16/2024 because I received a promotional discount. I did not notice at that time that the company started the 'extension' months immediately, eliminating the remaining months that came with the initial purchase of the device.On Dec 13, 2024 the sensor of the device died. I tried all of the 'work arounds' listed on the website to try to revive it, but it is dead. I reached out immediately to the company, as they state that they have a 'lifetime warranty' and I had only owned the device since the end of May. I also 'paused' the membership since I did not have a working device. The company has been slow if respond, if they respond at all. On Dec 18, 2024 they sent me an email stating that they were shipping a replacement, shared a tracking number, and said that the replacement would arrive within 5-7 days. The status of the tracking never changed from 'label created'. I reached out multiple times and was told to contact the carrier. Finally, an automated response email arrived, asking if my issue was resolved. I replied that it had not been resolved. They asked me to verify my name and address. I gave them the same information that I had clearly given them before. Now, it has been 5 more days and I still don't have a reply with any confirmation of a replacement being sent. On top of it all, when they created the labels for the replacements that were processed on Dec 18th, they reactivated my membership so I am paying for nothing.I need a replacement device and I need to get the the end date of my membership corrected. It should be 05/31/2026.Thank you

  Business Response

  Date: 01/09/2025

  Hello, and thank you for reaching out. We sincerely apologize for the frustration and inconvenience youve experienced with your recent replacement order update request, as well as the issue regarding your membership credits.
  
  At this time, our support team has been in touch with you directly to provide an update on both your replacement and membership credits to ensure this is fully resolved.
  
  If you have any additional questions or concerns, please feel free to follow up within your current case with ********************************************************.

• Initial Complaint

  Date:01/06/2025

  Type:Delivery 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 purchased a Whoop fitness tracker for my son for Christmas at ************************ on 12/18/2024 (Order No: *********). I was sent an email that Good Things Are Coming Your Way, advised the the ordered shipped and given a tracking number (**********************). When I track the number with ***** I only get a message that a shipping label was created on 12/18/2024. No other information is available. Whoop did deduct the $226.93 from my account immediately upon order. I did finally reach someone on 1/2/2025 by calling their customer service line and waiting for approximately 30 minutes for someone to answer. I talked to someone named ********* who indicated the Whoop must be lost in the mail (although in reality it looks like it was never shipped). She said she would send my message on to a customer service specialist. She also said I would not be able to speak to someone on the phone as all issues are handled by email. As of this date, 1/6/2025, I have not heard anything, have not received the Whoop device and have paid $226.93 for a device I have not received. They are not helpful whatsoever in trying to resolve this matter. I would like to receive what I paid for or a refund.

  Business Response

  Date: 01/09/2025

  Hello, and thank you for reaching out. We are sincerely sorry for any misunderstanding regarding your recent order and the delay with receiving it.
  
  In reviewing, I see we received your email and that our support team has responded to assist you with this concern.
  
  To confirm, a new order has been set up and is in the process of shipping out today with ****. You should receive an email with the tracking information shortly. 
  
  If you have any other questions about this please reach back out to ******************************** and a member of our support staff will be able to assist further from there.
  
  Once again we apologize for any misunderstanding regarding the delivery of your order.

• Initial Complaint

  Date:01/02/2025

  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 ordered a gift for my boyfriend to ***lace his band. He decided he would like to exchange it for a different kind the Sportflex. I've emailed support multiple times and used their website to request a return/exchange. Haven't received anything to process my request. I received one email from a customer service *** asking me why I wanted to return the product, when I simply stated to begin with, I needed to exchange it. So, I responded that my boyfriend would prefer a different band and gave my order number and haven't receive a response. I tried to communicate via their app but it's an ** Bot and when I asked to speak with a person it states they will send me an email. Have yet to receive any emails from the chat with the ** Bot. Also, I was on the phone with customer service support number for over 15 minutes to speak with no one. This is terrible service and for how "advanced" they perceive themselves to be with their products, their customer service is greatly lacking. Extremely disappointed and dissatisfied to say the least.

  Business Response

  Date: 01/03/2025

  Hello, and thank you for reaching out. We sincerely apologize for the frustration and inconvenience you experienced with your recent exchange request.

  At this time our support team has been in touch with you directly to setup an exchange and ensure this is fully resolved.

  If you have any additional questions or concerns, please feel free to follow up within your current case with ********************************************************.