Business Profile

Computer Hardware

Fitbit, Inc.

Headquarters

This business is NOT BBB Accredited.

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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

1,201 total complaints in the last 3 years.
189 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:09/02/2022
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.
My Fitbit ionic was recalled. I was told I would receive a refund of $299 within 3-6 weeks if I returned my watch. My husband and I both returned our watches on 3/4/22. He received his refund in April. I am still waiting on mine. I have called multiple times since May, and have been told they could confirm my watch was received, but not processed yet. I have also been told each time my call would be escalated, but have heard nothing from them. Reference ****************.
Business Response
Date: 09/13/2022
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: 09/18/2022

Complaint: 17897114

I am rejecting this response because: I received an email response once again stating my complaint was escalated, but that was it. I am still without the refund that is owed. They suggested I call the customer service number if I still need assistance, but calling that number, I am only told my call will be escalated.

Sincerely,

*************************
Business Response
Date: 09/21/2022
Weve previously followed up with the customer and stand by our last response.
Initial Complaint
Date:09/01/2022
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 sent back my Ionic, which was working perfectly. But I was proud of their responsibility. I also got a discount to buy a Sense in their Store. I bought one same day, and waited for the shipping box. Returned promptly and waited a few months. Called, and they said the ****** refund went to my e-mail on 4/13/22. I do not know where it went, spam etc, but I know I never spent the ****** e-card, or saw the e-mail from an outside vendor. I receive 100s of promos a day. Maybe I deleted. I will own that. After my first call I have been elevated 4 times and each time there is no one higher to speak to. Give it a few weeks is the standard response. I cannot complain about their devices as I have 3 Sense devices in my household. I just want the money promised by their voluntary recall. I have waited long enough- going on 5 months since they said they issued the e-card. How long can it take to verify the card was never spent and to cancel/ re- issue?
Business Response
Date: 09/13/2022
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: 09/14/2022
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 SO FAR. They have only reached out and need my reference #. I cannot give a response saying that they satisfied my complaint, but will gladly do so when they issue my refund.

Sincerely,

************
Initial Complaint
Date:09/01/2022
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.
Fitbit *** recalled the Fitbit Ionic watch I owned indicating a full refund would be forwarded to the consumer. My Ionic was returned through the mail in the envelope which Fitbit *** provided on March 22, 2022. Fitbit confirmed receipt of my watch on April 12, 2022. Those receiving refunds were told it would be issued 6 weeks from the aknowledgement of the receipt of the watch. I have contacted Fitbit 4 times inquiring about my refund. They first stated my email address was incorrect which expalined their delay. This has been the same excuse used with 3 followup contacts. They stated they will "escalate" the process. It is now Septmeber 1, 2022 and there has been no resolution. Can you please assist in resolving this issue?
Business Response
Date: 09/13/2022
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:09/01/2022
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.
Fitbit recalled their iconic Fitbit watch in March.I followed instructions and sent it back. I was to receive a $299.00 refund.I was never told it would be sent by email from a company named hawk market place. I never saw the email they sent and never received any refund.I have called *************) numerous times.The last time 6/29/22. Each time they acknowledge the fact I have not received any refund and say they will report it again. NOTHING ever happens. I even ask to speak to a manager but was not given that opportunity.I just want my money back.
Business Response
Date: 09/02/2022
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: 09/05/2022

Complaint: 17812092

I am rejecting this response because: No action has been taken. They ate only starting to look into it. I hope to hear from them soon as I've been told from numerous times the same thing.

Sincerely,

*********************
Business Response
Date: 09/09/2022
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 09/13/2022

Complaint: 17812092

I am rejecting this response because:
No refund has been processed. They keep saying they are giving the matter their attention but nothing happens. This is the same response I have been hearing from. them since April. They are just giving me the run a round in hopes I will give up. I returned the watch to them as requested and never got a refund.The matter has been well documented. I just want my money back!
Sincerely,

*********************
Initial Complaint
Date:09/01/2022
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 this watch and from the start it had issues. I tried reaching out several times (screen freezing, not reading heart rate, zapping me) which the company IGNORED. Most recently the watch froze on Aug. 9th and each day would read AUG 9th with a PM time but calories would reset and everything else too. The app hadn't been working for MONTHS...I finally (after being ignored for over 9months via email) reached out to their social media and after going back and forth they realized and ADMITTED to my watch being defective but refuse to do anything to fix their defect! I want a store credit of $130 to cover a new watch or if that will not work I want a full refund of $158.94. The fact that they admit its defective but refuse to fix it is NOT acceptable.
Business Response
Date: 09/02/2022
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: 09/03/2022

Complaint: 17810883

I am rejecting this response because: I got an email saying they will "check" into the issue....that is a LIE I want a replacement or a refund due to their defective item!

Sincerely,

*************************
Business Response
Date: 09/09/2022
Weve previously reached out to the customer and believe the case is resolved.
Initial Complaint
Date:09/01/2022
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.
Fitbit had a recall on their ionic smart watches. I sent them an email with proof that the watch was disabled, with a promise of a $299 refund within 3-6 weeks when received. I waited and waited. I called their fitbit line ************** numerous times to find out the status. They told me that they did receive it on 5/30/22 and I should receive my refund shortly. They filled out an escalation form with a promise that someone would contact me. I again waited. I decided to call a again. They said they don't know anything except that they can do another escalation form with another promise that someone would be contacting me. I again waited. Each time i call i get the same run around as before. They don't know anything and that they would fill out another escalation form with more promises of someone contacting me. At the time of this letter it has been months since they've received my email. Still no one has contacted me and no refund. Please help me get my refund. Thank you!
Business Response
Date: 09/02/2022
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: 09/03/2022

Complaint: 17809800

I am rejecting this response because: this is a template email that I have received countless of times in past email threads with them. I'm not looking to jump through the hoops again. Which is what they do. I start the refund process then once I get to the end they don't respond. I have filled their forms and links many of times with no estimated time of refund.

Sincerely,

*******************************
Business Response
Date: 09/09/2022
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 09/13/2022

Complaint: 17809800

I am rejecting this response because: the issue is stil not resolved even after months of trying to get my refund for a device that fit bit deactivated on may 30th. I have proceeded to follow all of the necessary steps in order to do so but there is still no estimated time on when i will receive my refund even though the policy says 3-6 weeks

Sincerely,

*******************************
Initial Complaint
Date:08/31/2022
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.
Fitbit recalled my Ionic watch. I have turned the watch over but have not received my $300 refund. I was advised I started the Refund process on 03/26/2022 but the watch was not received until 05/09/2022. I have called 4-5 times. I was first told their was an issue on their part and they would escalate my refund process. After not hearing back for a month, I called again and was told the watch had been verified and to expect to receive a refund. After not receiving a refund for another month, I called again and advised that I was not going to receive a refund due to the serial number not matching to an Ionic and I was told wrong by who I had previously spoken too. I was told there was no record of an escalation. I again was told they would escalate my complaint to verify the serial number but they refused to give a time table on when this could happen. After not hearing back for several more weeks I called again. I was advised the serial number listed was "AAAAAAA..." which was obviously a mistake by Fitbit and was told as such. They still had no information on when or if I would receive a refund or how long it would take to verify the serial number. During the refund process I was provided a coupon for 40% off on a Fitbit device. I was waiting for my refund to buy a new watch with the coupon which has now expired. I was advised I would not receive a second coupon. At this time, Fitbit has only stolen my watch and has not held up their obligation during the recall process.
Business Response
Date: 09/07/2022
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:08/31/2022
Type:Customer Service 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.
Fitbit Charge 5 battery drain. It is a known issue by Fitbit. I have contacted customer service 3 times and they cannot help me or resolve the issue. They tell me to monitor and wait for a firmware update. My devices battery dies within ***** hours and I have pretty much stopped using it due to that. I have trouble shooted and there appears to be nothing I can change to prolong the battery life. My husband has the same device and his battery will last a week.
Business Response
Date: 09/08/2022
Weve previously reached out to the customer and believe the case is resolved.
Customer Answer
Date: 09/08/2022
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:08/30/2022
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.
The most recent interaction with Fitbit was 8/30/22, in an attempt to get them to send a replacement charger for the one they provided me within the last year which has failed due to a known manufacturer defect. Aside from the purchase of the watch, which was done at a retail location, I have been paying $10 monthly on an ongoing basis for their Premium service.The commitment of the business is to provide a working product, free of defects. However, between the fact that this charger has failed multiple times in the exact same fashion for me, and the forums on their own community site seem to indicate that others have this problem, both with original products and replacements going back years, it would seem that Fitbit is knowingly providing customers with faulty charging cables, without any attempts to resolve the flaw in manufacturing or in the design of the chargers that are the underlying cause. One of four pins will randomly become recessed, and it seems for all users, and both of my chargers, it is always the same pin having the problem.In my first contact, last year, the replacement was handled immediately during the chat session. The contact today had no attempts to remedy the situation, stating that I would receive an email later after someone reviewed the warranty. Considering I've had this charger less than a year, it would seem it should be under warranty for manufacturing defects, but the email I received said that it wouldn't be covered. Instead, I was offered a 35% discount on purchasing a new device. My device is not broken, the charger is, and why would it seem reasonable to purchase another product from someone when they are selling products with manufacturing defects they show no interest in fixing. I could understand it being cheaper to send replacements than redesign the product. But to say you won't, and try to get someone to spend more money on bad product. They ceased making the product I have, and specifically exclude the successor.
Business Response
Date: 09/08/2022
Weve previously followed up with the customer and stand by our last response.
Customer Answer
Date: 09/08/2022
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. However, it should be noted that the response the company provided on 9/8 may reflect the decision made on 9/7 to replace the item with a manufacturer's defect, which they claim to stand by, it is a complete 180 from the decision they'd made previously, and repeatedly, not to replace the item with a known defect and mechanical failure.

Sincerely,

*******************************
Initial Complaint
Date:08/29/2022
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 new Fitbit Versa 3 from the Fitbit website in June 2022, thinking that it would be best due to the one year warranty. After wearing my brand new device for a short period, it stopped working at all. I contacted Fitbit customer service who mailed me a return label to send back for a replacement device. This was mailed back on 7/14/22. After waiting for 2 weeks and hearing nothing I called again to see when I could expect my new device and was told it would be approximately 5 weeks. At that point, I told them just to give me a refund and I would purchase a fitness tracker watch from another company. They advised I could expect my refund within **** business days. After 11 business days with no refund, I chatted online with Fitbit customer service. I was advised that my case was being escalated and someone would reach out to me within 10 hours. They did not. I called again the next morning and was told it was my bank's fault and that i should just call my bank to release my refund. I called my bank and they have no record of the refund coming in or being in pending status. I called Fitbit again and was told to wait 3 more days and call back on 8/29 if it was not in my account. They assured me the money would be there today(8/29/22). It isn't! I called back and asked to speak with a supervisor because I felt as if i was getting nowhere and was tired of waiting. I was told it was being sent to escalation once again and i would have to wait 2 business days for an answer as to when to expect my refund. I feel like I am just getting the run-around. They have my defective Fitbit and my money. I want my money back! The total I was promised back was $186.10 (the exact amount I paid). I just want my refund. I will never purchase a FItbit product again. Thinking that buying directly from the company would be a life saver in the event something went wrong was a HUGE mistake on my part. Their customer service has been terrible. Buy beware!
Business Response
Date: 09/05/2022
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.

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Fitbit, Inc. is NOT a BBB Accredited Business.