Complaints

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

close

Find a Location

Fitbit, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Fitbit, Inc.

  199 Fremont St San Francisco, CA 94105-2245

• 

  Fitbit

  803 - 305 King St W Kitchener, ON N2G 1B9

• 

  Fit Bit

  2670 Executive Drive Indianapolis, IN 46241

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:12/09/2024

  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.

  Purchased a Fitbit Charge 6 directly from the fitbit website in June 2024. Have previously had a charge 4 that had minor issues but overall worked well for several years. After approximately 6 weeks of owning the Charge 6, it started having a number of various glitches: incorrect calculation of zone minutes, failure to sync activities to the app, randomly stopping tracking activity in the middle of sessions despite full battery charge, ultimately the screen completely stopped displaying (would still track data and send some to the app, but the screen would not display. In addition, after approx. 3-4 months fitbit changed some of the available features of the device (specifically removing lap stats feature which is usually very helpful when trying to improve running). I repeatedly tried to contact fitbit customer support over several months regarding these problems. I tried various trouble shooting options that didn't work, was told to wait for software updates (which would happen and resolve some of the issues but never all of them). I was so frustrated with the malfunctioning device and no trouble shooting success, that I asked for a refund. I was told that there is only a 2 week window for refunds so I was not eligible. I submitted a request for exception given that I wasn't having any of these issues within that window (and that they had not changed the available features until after that time window). I was only offered the option of a replacement device after about 4 months, but told that the option of a refund request would be cancelled if I chose that, so I didn't. I was initially told I would be contacted within a few days about the exception request; after weeks of no reply and more contacts on my end I was simply told my request was denied. I do not accept this as an outcome as the product received is nothing as intended, has not worked for longer than it did, and they changed features of the device which made it less useful to me.

  Business Response

  Date: 12/09/2024

  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: 12/10/2024

   
  Complaint: 22657337
  
  I am rejecting this response because:
  The only option provided was a replacement. This may have been an acceptable option if initially offered 4 months ago when I was first experiencing issues, but after this much time of attempting to resolve device issues, a refund is considered the only acceptable option. Although a refund outside the 2 week window is not policy I request that the company make an exception under the circumstances of the high number of issues I have been having (none of which started within the 2 week window), the time I have spent trying to resolve the matter, and the fact that the company elected to change the device functionality (also after the initial 2 week window had lapsed).
  Sincerely,
  
  ******* ***

  Business Response

  Date: 12/11/2024

  Well continue to work with the customer towards a resolution within the scope of our policies.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22657337
  
  I am rejecting this response because:
  The company has not actually responded to my concerns/comments.
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:11/27/2024

  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 have been charged 4 times for fitbits premium account subscription that I tried canceling after the first year. I did not realize that I was continuing to be charged through ****** for this service that I have not used at all. I attempted to contact fitbit but they will not assist and told me that I need to request a refund through ******. But when I tried to request a cancelation through the ****** app it stated that I should contact the company. There was no warning that a payment would be dedicated. I do not even have a fitbit any longer and ***** intended to continue paying for another 3 years after the inital.patmebt. these are very deceptive billing practices on behalf of fitbit. I am seeing many complaints from others who have not been able to get their subscriptions refunded. I was just charged again today for another *****. I was pregnant all last year and was too sick to move let alone do any sort of exercise. I am so disappointed with fitbits "no-refund" policy and with getting the runaway round from 2 different companies about canceling and refunding my subscription.

  Business Response

  Date: 11/27/2024

  "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:11/25/2024

  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 mailed my fitbit ionic that was recalled back in March 2024. This was supposed to be refunded in within 3-6 weeks. Months go by no response. My ionic was delivered in April. I am uploading proof of tracking and fitbit I shipped back. In August I called ***** - he verified my eligibility and expedited my claim. In October I spoke with ****** who also said they would expidite my claim. Than on 11-25-24 I get an email stating "we couldn't verify your eligibility for arefund and have rejected your refund request." This is FRAUD. You have my device, I can't use it due to the recall, and now refusing to reimburse me. I would like my $299 paypaled into my account please and I will cancel this BBB complaint.

  Business Response

  Date: 11/25/2024

  Well continue to work with the customer towards a resolution within the scope of our policies

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair 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 purchased a Fitbit Charge 6 watch, and it does not work properly. Fitbit tells me, multipule times, they are working on it, but no solution. I paid for the watch, and it does not work properly.

  Business Response

  Date: 11/22/2024

  "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: 11/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:11/21/2024

  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 ordered a Sensev2 watch manufactured by Fitbit from ****** on July 23, 2024 under order number 114-7212055-8937021.. The product is still under warranty. I called 3 times to ask for an address to return the product for repair along with a copy of my receipt. I have been unable to recipe a code they sent to a cellphone that is technically no longer mine because I lost my job. I asked to authenticate my account by having a code emailed to my account. They stated that I would have to click on a link, which I am afraid to do because clucking on a link recently caused my social security number to be compromised. I asked to speak with a manager on multiple occasions and was told that they would not transfer me until I clicked on the link. Again, I tried to explain my compromised identity and therefore would not click on a link. I adked ******, the last person I spoke with to give me an operator ID number and he refused. He told me that I could complain to whomever I wanted and hung up on me. I cannot understand how I can be refused service because I do not have a cellphone and I do not want to click on a link when my identity has been compromised. Why can I not provide a copy of the receipt through email, fax, or mail. This issue is further complicated by a language barrier.

  Business Response

  Date: 11/22/2024

  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:11/21/2024

  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.

  Hello!My complaint involves the fit bit ionic watch recall. It was recalled due to heating up and burning users skin. I purchased this exact watch as a gift for my father. After hearing about the recall i took the watch back to avoid anyone getting hurt by the watch. I submitted the fitbit recall refund form and received a package in the mail as a kit to return the watch. I returned the watch and got a recall reference case number. Returned in December 2023 **************** I have been calling the recall line every couple weeks asking for updates and developments . I was hearing conflicting stories everytime i called ultimately ending in escalation forms and a specialist will reach out. To this day im still emailing and calling fit bit to resolve the issue. They are still providing no information about what is going on other than waiting for escalation forms. I sent in the watch 11 months ago. At this point they have my watch and i have not been reimbursed for the product with the safety recall. I have additional emails i can provide with some of the recent responses from fitbit support if necessary.

  Business Response

  Date: 11/21/2024

  "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: 11/25/2024

   
  Complaint: 22586779
  
  I am rejecting this response because: the company has told me the case has reached escalation maximum but still needs time to investigate. No resolution has been reached yet so we would like to keep case open.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/26/2024

  "Weve previously followed up with the customer and stand by our last response."
  

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22586779
  
  I am rejecting this response because: refund still not received, information has been sent. Rejecting to keep complaint open until refund has been received and confirmed. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/20/2024

  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 had a fitbit ionic that had a recall. I registered my fitbit ionic May ******* to be returned and within 6 week was suppose to receive $299.00 In exchange. My fitbit ionic was brand new, never opened and returned it for its dangerous battery that has exploded on customers when wearing their watch. I reached out back in July 15, *************************** to wait 6 weeks before refund would be issued. Fast forwarding I called Monday November ******* and the customer service representative couldn't tell me anything except he was going to Expedite it to their higher up for review and wait and check my email for a response. Today Wednesday November ******* I called and still no idea what is going on, so again this representative told me the exact same thing that he was expecting it to his higher *** and gave me a reference number 1-88310000380060 and still told me to check my emails for further review. They received their watch back and I expect my $299.00 that was promised to me and the public. The money is suppose to go to my ****** but if they can't manage that then I expect a check to be mailed to me.

  Business Response

  Date: 11/21/2024

  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:11/19/2024

  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 Sense 2 on 4/21/23 for ******.The watch worked great up until 2 weeks ago. I was prompted to do an update and noted that the watch would randomly shut off and would not turn back on until I put it on its charger. However, the watch would be charged at 100%. I did the update, then my watch ended up "locking" and I got an error stating "device locked". When reviewing on the help site, it indicates that the watch had been reported stolen or lost or a replacement was being sent. None of which happened. I ended up getting this unlocked and restarting it. The issue of the watch shutting off continues to happen. I then went on the Fitbit community help sites which indicate that this is a known issue, has happened in all models, and there is nothing the company would do about this. I contacted support last night. They stated I am outside of the range of my warranty. (Warranty ends at 1 year, complaints are that these devices are crashing between 1-6mo after the 1 year ****** The representative confirms at 5:51: "....we cannot guarantee how long it would last since we do receive different reports with different life spans". This is a known issue. I was given a 35% off coupon for a future device. This is a scam. Additionally, the response I received today was "sorry, the hire support team has done all we can do". Considering this product has been around on the market for a few years, and they market a lifespan - yet confirm they have a known issue with the device having inconsistent life spans is blatantly a scam - they know it fails after the 1 year warranty ***** I just want my money back or a replacement - or some money back- I will NOT purchase another Fitbit, and the 35% off coupon is useless if they confirm their products do not last. Case number for conversation was 2-5983000037082.

  Business Response

  Date: 11/19/2024

  Well continue to work with the customer towards a resolution within the scope of our policies

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22578102
  
  I am rejecting this response because:

  
  Fitbit/****** has not reached out again since submitting my BBB complaint. They are not working with me other than offering me a discount to spend more money on a product they cannot guarantee, although they acknowledge the issue with their product. I'd rather have money refunded or a new sense 2. I cannot justify spending more money on a productz even with a discount, they've admitted has issues and no guaranteed life span. 

  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/22/2024

  "Weve previously followed up with the customer and stand by our last response."
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22578102
  
  I am rejecting this response because: the business has not reached out to me since their initial response they were going to work with me. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair 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 bought a vegan leather band for my Fitbit Charge 5 and it is giving me a bad rash. I wrote to Fitbit and tried to get a replacement, but they told me they would only give me a band that is cheaper, silicone (of which I am allergic to) or a woven one. I would like a new leather band of equal value to replace the one that is giving me a rash. I have sent numerous pictures and gone back and forth and now I haven't gotten a response.... horrific.

  Business Response

  Date: 11/12/2024

  "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: 11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Ten Eyck

• Initial Complaint

  Date:11/08/2024

  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 started to have issues with my fitbit sense 2 in early Oct 2024. I purchased a new charger thinking maybe it wasn't working properly after noticing the battery life did not last as long. The issue got progressively worse and during this time I attempted the troubleshooting steps listed on the website and updated the software, as suggested per the help center. During this time, the fitbit would also randomly cycle on and off, regardless of battery life. I contacted customer service and continued troubleshooting. After there was no resolve with those steps, I contacted customer service again to ask about a warranty replacement. I was then told that the warranty had run out on 10/26 and that I would receive a 35% off coupon for a new product. After making it clear that my issues and troubleshooting had started before that date, I requested the issue be escalated. I was told that it would be and I would receive an email update. I checked again today with customer service as there has been no update. After searching the help community, I have noticed that devices malfunctioning as soon as they are out of warranty is a massive failure on the part of fitbit. I feel that my device should be replaced, free of charge, since the issues started earlier in the month.

  Business Response

  Date: 11/08/2024

  "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."