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

1,211 total complaints in the last 3 years.
186 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:08/28/2022
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 have had 3 Fitbit products, My last was the Versa 2 and they all seem to do the same thing over a period of time. They simply go blank, won't charge, etc. Once they start to malfunction it won't be long before it completely stops. The 1st watch was their Fitbit charge it was replaced within a year with a **************** stop working less than a year, then my next watch was the Versa 2 after approximately 2 years it stop. Their solution is always the same for everybody, we will give you a discount on a new watch. This company is nothing but a rip off. **************** can't solve your problems, they just refer you to look out for an email to resolve your problem which is do the same thing over again and get another watch for a discount. I have had enough.
Business Response
Date: 08/31/2022
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:08/28/2022
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.
In March 2022 I received a notice from Fitbit that the Ionic watch I had purchased was being recalled. (reference ****************) I was instructed to return the watch in the Fitbit mailing supplies by *** and i would be receiving a $299.00 refund in the form of a Mastercard.Initial email copy below.Dear Valued Customer, Reference: **************** You successfully registered through the Fitbit Ionic Recall website. Save the reference number above so that we can help you more quickly. Well send your return kit with instructions within the next 5 business days. After we receive your device and process the return, well send your refund through the method you selected. For instructions on how to erase your personal information from your device, see How do I erase my Fitbit device?. Note if you have multiple impacted devices, you must repeat the registration process for each device. To keep you on track, were offering a special discount on select Fitbit devices, bands, and services available in your region, for a limited time. Offer not available in all regions. To take advantage of this discount, use the link below. Click Here for Fitbit Discount *** tracking number:1Z0E64A79013029689 If you have any questions, contact us here. 8-4-22 Received an email confirming receipt of watch and refund was being processed.8-27-22 Received an email stating i have already received my refund. SINCE MARCH, I HAVE RECEIVED NOTHING BUT THE "RUN AROUND". Fitbit has my watch and i have not received the refund. Phones calls to customer service surface vague responses such as "it's being processed".
Business Response
Date: 09/01/2022
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: 09/02/2022

Complaint: 17787504

I am rejecting this response because: as of today, 9-2-22, I continue to receive vague responses with the PROMISE to support my refund at a vague future date. However as this watch was returned in March 2022 (6 months) I still have no watch and no refund.
My next step is to contact The ************ **************************************** All I request is my 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: 09/12/2022

Complaint: 17787504

I am rejecting this response because:
This is a continuation of vagu non-committing statements. No details/no watch/no refund. Nothing since submitting my watch in March.

Sincerely,

*******************
Initial Complaint
Date:08/28/2022
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.
Fitbit had a recall on their Fitbit Ionic Watches. I returned mine and was told that my refund. In the form of an online Debit card would come to me via email in 8 weeks. They received my watch in 4/22 and now it's 8/22 and I still have not received my refund. When I call, I am told that I should have received it and that they will escalate my call. I don't hear anything after that. I have been escalated 4 times, with no response as to what the problem is.I looked on the net and saw that over ***** people are having the same or similar problem receiving their refunds. I feel cheated.
Business Response
Date: 08/31/2022
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:08/28/2022
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 has recalled their Ionic watch. The recall includes a $299 refund for returning the defective product. I returned the watch in complacence with the recall and my refund has not been issued. I have called their toll free phone numbers *************************** at least 15 times , Held on for hours, Followed up with numerous emails and my refund has still not been paid.My recall registration # **************** ,, My Fitbit support case #********. I will be grateful for your help in solving this problem.*********************** ************ *******************
Business Response
Date: 08/31/2022
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:08/27/2022
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.
On May 10, 2022 I registered my Fitbit Ionic on the Fitbit recall website and shortly afterwards I received the shipping materials to return the Fitbit Ionic. I shipped the Fitbit Ionic via *** on May 17, 2022 and verified that Fitbit received the package on May 20, 2022 and was processed on May 25, 2022. They provided me with a reference number, ****************. They stated that I would receive $299 prepaid Mastercard. On June 6, 2022, I called wanting to confirm when I would receive the $299. They stated that my issue would be escalated and that I would receive an email from Fitbit. Not having received any response from Fitbit I called on June 22, 2022, July 7, 2022 and July 14, 2022 only to be told the robotic response that my issue would be escalated and that I would receive communication from Fitbit. On July 18, 2022 I called and insisted that I speak with someone other then the ***** call center. I was transferred to a person who stated that he was a representative of Fitbit and he had better system access and would be able to assist me. I provided him the information requested and he informed me that he had found our Ionic Fitbit watch and confirmed that we should and would receive our refund. He also stated that he was going escalate my issue with all the information he found during his search and that I should receive an email from Fitbit verifying the refund. Shortly afterwards, I received an email from Fitbit customer service inquiring about the satisfaction of my call with the individual that I spoke with. They referenced a case number of ********. There was no mention of my refund. Needless to say, I have not received any response from Fitbit. I called on Aug 10th and once again the robotic response that my issue would be escalated.
Business Response
Date: 08/31/2022
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: 17785589

I am rejecting this response because:
The response I received was an email with a link to the same ***** number that I have repeatedly called with zero success. I believe that they are running a scam, ripping their customers from their hard-earned money. Please advise as to what other recourse I may have in having Fitbit refund my money.
Sincerely,

*********************
Business Response
Date: 09/09/2022
Well continue to work with the customer towards a resolution within the scope of our policies.
Initial Complaint
Date:08/27/2022
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 purchased a Fitbit Ionic couple years ago and learned recently it was under voluntary recall. I followed recall instruction on the website and returned my product to Fitbit via *** in April 2022. The fitbit website says 3-6 weeks for refund upon product receipt. I called fitbit and my product was received in May 2022. Website: https://help.fitbit.com/en_**/ionic.htm Ph# ************ Address: ***************************************************************************************** Website information: Voluntary Safety Recall of Ionic Smartwatches March 2, 2022
Business Response
Date: 08/31/2022
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: 09/01/2022

Complaint: 17785003

I am rejecting this response because: I've been patiently waiting for a refund since April 2022. Someone contacting me from Fitbit in the future is an unacceptable response to this matter.

Sincerely,

***************************
Business Response
Date: 09/06/2022
Well continue to work with the customer towards a resolution within the scope of our policies.
Initial Complaint
Date:08/27/2022
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 had a Fitbit Ionic which was recalled earlier this year. Fitbit advised to mail it back to them in exchange for a refund of $299. I have mailed the fitbit back to them abd they have emailed me confirmation that they have received my fitbit and are processing my refund on May 11, 2022. I have called 8 times since then and have gotten completely different answers for every agent I've spoken with. Today, I called and an agent, *********, advised that they attempted to send my refund but it didn't go through. This was never mentioned to me the other 7 times I've called after May 11. (The refund was supposedly attempted on May 17th). They have my correct email and have always had it correct. I believe this is another one of their lies to delay the refund even longer. They clearly have my email correctly listed because they have to verify it each time I call and they emailed me when they received my fitbit. The refund should've only taken up to 10 business days and it has now been almost 4 months. This is unacceptable and I just want the refund I was promised. Please assist with this matter. Thank you. My reference number for the refund is: ****************. My chosen refund method is via egiftcard.
Business Response
Date: 08/30/2022
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: 09/07/2022

Complaint: 17784613

I am rejecting this response because they have still not resolved anything or issued my refund. They continue to say my case has been "escalated" but nothing comes of that and no time-frame is given. My issued was escalated since May and we are now in September still at square one.

Respectfully submitted,

***********************
Business Response
Date: 09/13/2022
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 09/14/2022

Complaint: 17784613

I am rejecting this response because: I am still waiting for an answer as how to how this will be resolved. I'm waiting for a refund with no update from Fitbit other than "we'll update you when we have more information". That's all I've been hearing with no updates and no refund. I would love for this to be resolved so we can all move on.

Sincerely,

***********************
Initial Complaint
Date:08/27/2022
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.
Fitbit Iconic refund not honored after 3 months as was promised received notice that there was a refund of the Fitbit Ionic tracker. The notice indicated that I wound receive a 270 refund. It also provided a discount to purchase a replacement tracker, which still ended up costing 140 as instructed by Fitbit and purchased a replacement, relying on the companys assertions that they would be sending a refund of 270 within 6-8 weeks. It has now been over 10 weeks and we have still not revised a refund. The replacement tracker we received is subpar. I have contacted Fitbit multiple times to inquire about when we will receive the refund and they will not provide any answers. I spoke with their refund center today and was told that this is happening with many, man customers, and they have no idea what is going on with the refunds, when they will be issued, and what is going on. Fitbit has provided no notice or correspondence that they will not be delivering or fulfilling what they promised and what consumers relied upon. We made our purchase for a replacement with the understanding that the refund would be received in the time indicated and relied upon the receipt of those funds. Fitbit has stonewalled its customers and will not provide any answers. The customers detrimentally relied upon their assertions and promises, and in fact made purchases as a result of those. I am asking for assistance for myself and they other customers to receive my refund and make Fitbit accountable to its customers.Business Response 08
Business Response
Date: 08/30/2022
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: 08/31/2022

Complaint: 17784018

I am rejecting this response because: This action has been suggested before and is not an answer to my initial question of when the overdue agreed refund will be reimbursed to myself.

Sincerely,

*********************************
Business Response
Date: 09/07/2022
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 09/07/2022
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:08/26/2022
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 received notice that My Fitbit Ionic Tracker was being recalled due to battery concerns. I returned my tracker per instructions and received notice on April 19, ***************************************************************************************************************************************** 10 days and I would receive an email with my refund. Never Received. I called the contact number for Ionic recall and was told they sent an email on April 28th. I requested the email be resent They said they would escalate my request.To date I have called at least a dozen times - numerous times I was told they had many others in the same situation and had issues with the process. I have requested to speak to a manager - they took a message, but no response. I have purchased a Fitbit Versa based on the refund coming as advertised. I am think this is just a scam to get us to purchase additional Trackers. I have uploaded the April 19th notice.
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: 17782000

I am rejecting this response because: no refund email has been received to date. They passed the action to the Gift card processor for action, but have not received a
response to date. Comp[aint is still open.

Sincerely,

***********************************
Business Response
Date: 09/21/2022
Weve previously followed up with the customer and stand by our last response.
Initial Complaint
Date:08/26/2022
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 just got my 2nd fit bit a versa last year due to my previous one malfunctioning. Today the screen literally just pops off . My daughter has had her apple watch years without any of this sorts of issue . What type of material are being used their is no way this should be happening . I don't swim or shower with my wash and something needs to be done. It does not appear their is good material being used for these watches
Business Response
Date: 08/31/2022
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: 09/01/2022

Complaint: 17779371

I am rejecting this response because:what is the response , support did little to nothing to assist me . I would like to know what the response is before accepting . Thank you

Sincerely,

********************
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.
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,

********************

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Fitbit, Inc. is NOT a BBB Accredited Business.