Business Profile

Computer Hardware

Fitbit, Inc.

Headquarters

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Important information

Customer Complaint:
Fitbit Inc. came to BBB’s attention in September 2011. A review of complaints was completed in December 2024.
For questions about recalled devices, please see Safety Recall of Ionic Smartwatches.

If you have any other questions or concerns, please visit Fitbit's Help Center.

Complaints

This profile includes complaints for Fitbit, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,231 total complaints in the last 3 years.
185 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/07/2025
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.
A few years ago, I purchased my first Sense watch for Christmas. After about a month, it quit working. **************** replaced it quickly and it has been wonderful for several years. After transferring to ****** as required, one day the watch would just not turn on. Since my warranty was up, I purchased a new one. When it arrived, I never could get the watch to turn on. I chatted online with customer support who decided since it was under warranty to replace it. This is where my complaint begins. The customer support person sent an email requesting several pictures and my contact information. I sent in all requested pictures and information. I received a **** reply that I was supposed to include a handwritten note in each pic with the case # and serial # of the product. I was also informed I needed to send in my receipt of purchase These inclusions were not in the original instructions, but I retook all pictures with the case number and serial number and attached my receipt. Days later, I received an email saying I left off a pic of the watch (which I had not). I resent it. The last email I received was that the company was not going to replace the watch. The rationale was that it was "not available in our system" - interesting since it shows up on my online FitBit profile using the serial #. In short, despite the product being under warranty they were not going to honor their warranty. I would understand if it was expired or I had done something to cause the issue, but it never worked out of the box. The entire process lot of time, I sent in all information as requested when requested, and they refuse to honor the warranty. The curtness in the communication was also unsettling. **************** used to be fantastic and easy to deal with. I did not want a refund; I wanted a watch that worked and for the company to honor the warranty. The entire process was very unprofessional. At this point, I'm very concerned about purchasing another watch from Fitbit.
Business Response
Date: 07/07/2025
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.
Initial Complaint
Date:07/01/2025
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 trying to figure out how to manage my subscription so that I can cancel it. When you log into the Fitbit app, you no longer have the ability to manage your subscription. You get directed to ******. You log into ****** and go to manager subscriptions through ****** play store and for some reason, even though I have evidence that says my subscription is provided by ****** play store, when I go to my subscriptions page I have no subscription at all.I contacted Fitbit and they cant help so they sent me an email with a couple of links which were supposedly going to get me in contact with the ****** playstore support and it does not get you anywhere. In fact no matter how many ways I have tried to get in contact with ****** play store, I somehow end up getting rerouted right back to Fitbit ,who again cant help me cancel a subscription for a product they ********** and Fitbit are obviously colluding to intentionally trap people into subscriptions by removing their ability to manage subscriptions from the apps themselves, and instead plugging it into a play store, which has a glitches probably because of when Fitbit in ****** merged together. so now I am stuck I have no ability to cancel my subscription. Fitbit cant help and I cant get in contact with ******. This is intentional practice and I want to warn people about it. I do not recommend getting a subscription because you wont be able to cancel it Additional note: now that Ive contacted Fitbit multiple times because I thought I was getting in contact with ******. I have been told by a customer-representative that Im simply not clicking things in the right order to get in contact with ****** and again this is not the case Fitbit please your agents not to be jerks by saying things like well. Other customers are able to get in contact with ****** and get their subscriptions canceled no problem- youre just not clicking the right steps. Thats a great way to make people go from 0 to 100.
Business Response
Date: 07/01/2025
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.
Initial Complaint
Date:06/28/2025
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 purchased a Fitbit Charge 5 and its been sitting in my nightstand for about 6 months. The device was working fine when I put it in the nightstand. I took it out and charged it today and noticed that I now have a black screen. When I went to the app I was forced to do an update. This did not fix the screen. However, I discovered that the logo shows up on the screen when the device updates and restarts. It also still vibrates and syncs to the app but the screen is black and I cant use any of the features for the watch. I contacted Fitbit and we troubleshooted for no results. The customer care agent offered me 50% off to buy a new device. I dont think people should be forced to buy new devices because ********************** turned off the ability to view the screens. When a business intentionally damages your device or suggests it's beyond repair to force you into buying a new one, this could be considered a deceptive or unfair business practice, which is illegal. Nothing was wrong with the device before they turned off the ability to use it. There are so many people in the community forums complaining about the same issue. There is no fix for the software issue. Fitbit is responsible and should fix what they damaged. These devices cost over $150. They should work when they are cared for.
Business Response
Date: 06/28/2025
We’ve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us
Initial Complaint
Date:06/20/2025
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.
To Whom It May Concern,I am filing this complaint to formally address an unresolved payment issue involving the refund of 34 recalled Fitbit Ionic devices. I am still owed a total of $10,166.00 USD. Despite multiple attempts to follow up and request payment, this debt remains unpaid.The amount due is tied to Fitbits recall program for the Ionic model. I submitted 34 devices, all of which were approved for refund. For reference, I have included below a comprehensive list of confirmation reference numbers issued for each device during the recall process.I am requesting that this amount be paid in full within 30 days of the date of this letter. Payment can be sent via ****** to:****** Account/Email: ************************* If legal proceedings become necessary to recover the outstanding amount, this letter will be used as evidence of the companys failure to resolve the matter. Additionally, I reserve the right to seek reimbursement for court costs, attorney fees, and any applicable punitive damages.I recommend the company consult legal counsel to address this matter promptly and avoid further escalation.Below attached are the reference numbers for the Devices that were sent to fitbit which were received which they have not refunded me for.Sincerely,***** **** ************** ****** Email: *************************
Business Response
Date: 06/20/2025
We’ve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.We’ve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.
Initial Complaint
Date:06/19/2025
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.
2 Fitbit Ionic recalled watches were set back over 7 weeks ago and I have no received the required refund of $299 USD per Fitbit sent back. So that is a total of $598 USD that is being withheld from me. 1st Reference: **************** Return Tracking: 1Z0E64A79015945524 2nd Reference: **************** Return Tracking: 1Z0E64A79015946130
Business Response
Date: 06/23/2025
We’ve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.
Initial Complaint
Date:06/14/2025
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 purchased a Fitbit Versa4 and activated it in September of 2024. It died. I looked for help to repair the device. I was able to restart the device. I cannot pair it to my phone again. I have tried everything I can. Find online. No luck.I have tried Fitbit to ask them but I am unable to contact anyone.I realize the device was not super expensive but I feel it should last at least a year. I believe a reputable company would stand behind their product.Fitbit doesnt even seem to want to talk with me. Obviously they are not a reputable company and they dont appear to understand the concept of Customer Support or Customer *************** there anything I can do. Other than just tossing this substandard product into the trash and purchase a device from another company.
Business Response
Date: 06/14/2025
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.
Initial Complaint
Date:06/09/2025
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.
In May of 2023 I had purchased a Fitbit Versa 4 watch and had no issues with the watch and connectivity. Everything was in working order. At the end of April of 2025, Fitbit released a firmware update, and I did not think anything of it. After completing the update, if I no longer had the app open on my phone, my watch and phone would not connect. I had gone through every troubleshooting step with Fitbit to get the issue fixed. I figured since it had been just about two years of owning the watch, maybe it was time to upgrade my watch. I had contacted customer service several times throughout the week regarding my watch and phone no longer connecting to each other. I was given a coupon code to purchase a new watch, a Sense 2. I purchased the new watch and it arrived on Saturday (June 7th, 2025). Once again, there was another firmware update. I proceeded to complete this firmware update. My new watch, that I have only had for two days, no longer connects to my phone after repeating the troubleshooting steps. Something needs to be done about this firmware update on Fitbit's end. This is now a total of $400 I have spent on their watches in just over two years.
Business Response
Date: 06/09/2025
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us
Customer Answer
Date: 06/09/2025

Complaint: 23443015

I am rejecting this response because: Fitbit continues to insist that there is no syncing issue. It is not a syncing issue that I am having with my watch. My watch and phone will not connect without the app constantly being open on my phone. This issue is a result of their most recent firmware update that I have done on both this watch (Sense 2) and Versa 4 watch.

Sincerely,

******* *****-stellar
Business Response
Date: 06/09/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 06/10/2025

Complaint: 23443015

I am rejecting this response because: Fitbit continues to blame my phone. I have done all necessary updates. This issue is due to their recent firmware update. I had not done this on my watch until previously, which is when the issues persisted. They say it is because my phone is not in range, but my watch and phone are only separated by my body. I can have my phone in the same hand and it says the phone is not in range.

Sincerely,

******* *****-stellar
Initial Complaint
Date:06/02/2025
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 am submitting a consumer complaint against Fitbit, a subsidiary of ******, concerning a firmware update that has significantly impaired the functionality of my Fitbit Sense 2 smartwatch.I purchased the Fitbit Sense 2 in October 2023, and it performed well until a few weeks ago, when a firmware update provided by Fitbit caused the device to experience severe battery issues. Since the update, the battery drains completely within a few hours, even with minimal usage and most features disabled. Prior to the update, the device reliably held a charge for approximately five to six days, consistent with the companys advertised performance.I have contacted Fitbit customer support, but the responses have been inadequate and no effective resolution has been provided. There is no option to roll back the firmware, and the device remains unusable due to the persistent battery drain.This situation is unacceptable for a product that is marketed as a premium health and fitness device. Based on numerous user reports I have seen online, this issue appears to be widespread. Fitbit has continued to distribute the problematic update without acknowledging the harm it is causing to its customers or providing meaningful recourse.I respectfully request that the ************************ investigate whether Fitbit and its parent company, ******, have engaged in unfair or deceptive business practices, in violation of Section 5 of the *** Act. I also request that Fitbit either replace the affected device or issue a full refund, as the watch no longer performs its essential functions.
Business Response
Date: 06/02/2025
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.
Customer Answer
Date: 06/02/2025

Complaint: 23405665

I am rejecting this response because Fitbit just assigned a tech support case number for me. There was no resolution.

Sincerely,

*** **
Business Response
Date: 06/03/2025
"Weve previously followed up with the customer and stand by our last response."
Customer Answer
Date: 06/04/2025

Complaint: 23405665

I am rejecting this response because Fitbit refused to resolve this issue.

Sincerely,

*** **
Initial Complaint
Date:05/31/2025
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.
The beginning of March 2025, I contacted Fitbit support because the *** on my Charge 5 device stopped working. They were at first very responsive and seemed to be helpful by asking me to perform various tests. I completed all of the actions and video'd the results and sent those along. Following that, nothing has been done to resolve my issue on this device. They keep stating that they are "investigating" and have made me wait for several months now. I've explained that the hardware enabling the *** feature is not working and they keep asking me to "update my phone software". I believe they are merely stalling as I've asked many times what they are doing to investigate the issue. They will not give details as to what is being investigated. I am not getting any resolution to this issue and they refuse to physically repair the device nor send a replacement. I am very displeased at the lack of product backing from this company and the deceptive tactics of their customer service. Buyer beware that this is not a reliable brand based on my interactions and they don't seem to care that I am not able to use the *** feature despite the fact that I also explained I have a heart condition and I bought this device to protect my health. I don't have the money to buy another one. I should have bought an ***** or some other device that is reliable.
Business Response
Date: 06/01/2025
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us
Customer Answer
Date: 06/01/2025

Complaint: 23402088

I am rejecting this response because: The business has said they will reply - this is not a resolution so therefore I am not clicking the box that says I am satisfied and closing this case.

Sincerely,

***** ******
Business Response
Date: 06/02/2025
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.
Customer Answer
Date: 06/02/2025

Complaint: 23402088

I am rejecting this response because: I am not going to accept the answer that "I will receive an answer" - this is not a resolution to my issue. I appreciate your response but it does not solve the problem with the Fitbit Charge 5 being defective/broken.

Sincerely,

***** ******
Initial Complaint
Date:05/29/2025
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 purchased a Fitbit versa 4 in February of this year. I have been experiencing issues for a while now such a screen freezing and losing steps. Like today I was at ****** and then suddenly its at *****. Losing steps is a common occurrence. I reached out to customer service today and they said I was out of the return window and did not offer me a replacement either. I updated the app and restarted my Fitbit versa but it did not correct the issue. It seems like this is a common issue. They kept repeating they wanted to exhaust all possibilities, but no refund or replacement offered for a faulty product. I want a refund or a product that actually works longer then 3 months.
Business Response
Date: 05/30/2025
"Well continue to work with the customer towards a resolution within the scope of our policies."

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Fitbit, Inc. is NOT a BBB Accredited Business.