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
- 1,213 total complaints in the last 3 years.
- 186 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/26/2022
Type:Service or Repair IssuesStatus: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 the last few years I bought two Fitbits. The first lasted about a year and the second about 1 1/2 years. The first time it died almost immediately after the warranty expired, Fitbit offered me a discount code to buy another one which I did. Now, I bought the 2nd one at the end of 2020 and today, August 2022 it suddenly stopped working. I tried trouble shooting but their customer service reps told me their was nothing more they could do. I asked them to replace it because it's the second one I purchased in less than 4 years. They said no. I asked why they don't disclose to the buyer that their watches could last less than two years. They said they are aware of problems but they basically told me I was out of luck since it was out of warranty.I'm requesting Fitbit to explain why not one, but two watches died not long after the warranty expired. I am asking who would buy a watch knowing it would die very soon after the warranty expires?I am concerned that the company is creating products designes to go obsolete soon after the warranty expired so that they induce the customer to buy another one Clearly, I will not buy another one because Fitbit does not stand behind it's products and so not disclose that watch could die within two years of purchase. It seems like a scam to meBusiness Response
Date: 09/04/2022
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 uInitial Complaint
Date:08/26/2022
Type:Service or Repair IssuesStatus: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 *************************** would not pair, I ****** it, it said too removed the App from my ************** then Re Added, I now cannot Log in to the Fitbit App, because FITBIT has my old cell phone number, and for some reason it's a TWO STEP Authorization the code is going to the old number, I changed my phone service over a year ago.Did Not occur to me to update FITBIT. I been walking in New York Year around for over 3 years I tried talking to 3 support persons, but I am American and speak English, Cannot understand ******************, all are non English. I Gave them my name, address, new cell phone number, line land number , still wouldn't help in any matter, I tried ******** for over an hour, same. I in Walking Groups, I walk **** miles a day, **************** care, because of walking, my part "D" is paid for. All I want is to be able to have my cell phone updated and for me be able to log in to my Account.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: 17777660
I am rejecting this response because:
Sincerely,
***************************Business Response
Date: 09/07/2022
Well continue to work with the customer towards a resolution within the scope of our policies.Initial Complaint
Date:08/25/2022
Type:Product IssuesStatus: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 a Versa 3 aa a Christmas present and the face on my Versa 3 completely fell off. I contacted on Fitbit on July 26 via chat and they couldn't locate it in their system (probably because the face came off) however I was still receiving weekly updates. After numerous emails and telephone calls I finally received a rUSPS eturn label on August 1st. I followed the instructions to return my Fit and on August 8th it was. received by ******** to Returns Agen in *******. **. I contacted Fitbit vis phone and was told the Fitbit had to be sent to another location before they can replace it. I have been disconnected on phone calls several times and feel like I'm getting the run around and no consideration in processing my replacement in s timely manner. I feel this was a defective product and Fitbit had failed in providing st leadt satisfactory customer service.Business Response
Date: 08/26/2022
Weve previously followed up with the customer and stand by our last response.Initial Complaint
Date:08/25/2022
Type:Service or Repair IssuesStatus: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 initial interaction started 6/25/2022. I purchased 2 sense watches and it cost $379.80 The concern is one of the watched was defective and didn't work. When I reached out to FitBit they had me complete a form to obtain the replacement sense watch. After FitBit didn't send the replacement I talked to them and they were confused by the information that was entered for the mailing address. As one was ordered for my mom and was ordered for me. I had to wait to have access to my mom's phone to confirm info. After this was done I contacted FitBit again. FitBit reported that as long as I use my mom's email & physical address they could send the watch out and this was the issue. So re-did the form for the 2nd time as they had requested. I was expecting the watch by now (8/25/2022) still had not been sent. I contacted FitBit again after being promised that the last interaction resolved the issue. At this call I was told that there was an issue with the information provided on the shipping form. I spoke to ******* supervisor-Technical support department who said it was not needing to go to the shipping team who needs to enter a manual order to send it out and again I wasn't given a timeframe as ******* did not know. Last customer service tracking number: ******** there were also previous tracking numbersBusiness Response
Date: 08/27/2022
Weve previously reached out to the customer and believe the case is resolved.Customer Answer
Date: 08/30/2022
Complaint: 17776912
I am rejecting this response because:this is in regards to the last response that remained unresolved
Sincerely,
*******************************Initial Complaint
Date:08/25/2022
Type:Service or Repair IssuesStatus: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 bought a Fitbit Charge 5 in February 2022. The silent alarms and notifications of low battery stopped working in March 2022. Fitbit acknowledges the cessation of silent alarms as a feature as on April 2022. They claim to be fixing this issue but have no way to communicate with users about the status of the fix. Given the fact that the device no longer functions as promised I asked for a refund or exchange an was denied.Business Response
Date: 08/26/2022
Weve previously reached out to the customer and believe the case is resolved.Initial Complaint
Date:08/24/2022
Type:Service or Repair IssuesStatus: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 2 fit bits that I have had for a while. Charge 2 and Charge 3. Both stopped working at the same time, the screens don't work, but the data is still working on the phone. I called customer service to not get any help, was told they won't support them anymore. Very frustrating. On 8/22/22 I went to the website and purchased charge 5 and sense spent $450 and additional charge for 2 day shipping. Update says I will get them between 8/25-8/27/22. I called FitBit again and the person on the phone couldn't find my account. After lots of repeating and talking very slow they found it. I was asking to be refunded the $10 for the shipping. Again I was not helped and stated that they had to check into it. I was not really able hear the agent properly and so I am not sure what's happening now. I went to the website to chat with the live agent and picked the squares with the bikes and got "sorry that page is following a different trail". I am very frustrated, leaving town tomorrow and won't have my new FitBit's and no way to contact them.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: 09/04/2022
Complaint: 17766233
I am rejecting this response because:I have not heard back from FitBit regarding my concerns, and this is day 4.
Sincerely,
*************************Initial Complaint
Date:08/24/2022
Type:Product IssuesStatus: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 3, 2022 I received a recall notice from Fitbit company regarding my Ionic Fitbit watch. The letter stated I needed to send my watch back due to possible server ***** from the watch and they would no longer be supporting the Ionic watch. Fitbit stated they would send a refund of $299 the retail value of the watch once the watch was received. FitBit acknowledges recieving my recall registration reference #Reference ****************. Fitbit sent me an email on 4/20/22 acknowledges recieving my watch and quailifying for refund. The email indicated I would receive a refund in 10 days. It is now August 24, 2022 and I have not received my refund and the 90 day discount has expired. I have placed several calls since May 2022. Each customer service rep ****** they can esclate but they don't now when it will be resolved. They state an email came via a different source and upon checking my "hawkmarketplace" nothing is was sent to my inbox, junk email or deleted. I have once again told a esclation would be requested but I am in need of assistance with now. They have all my information but are not willing to resolve the fact that I didn't get the email. I would like this refund mailed at this point!Business Response
Date: 08/26/2022
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:08/24/2022
Type:Service or Repair IssuesStatus: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 an email in March stating that my watch was on recall because of the malfunctions which I did not know about until ***** when I called fitbit complaining about my ionic this us is when they told me to return it and that I would get a ****** refund along with a 50% discount if I bought another fitbit. They received my watch ***** 28th.it was suppose to take only 50 days for the process.it is going on 90 days and I keep getting the runaround .my last call was Aug 12 to ************ said she would escalate it because it's overdue and today August 24th I spoke with ***** and she tells me the same thing. I have been calling Fitbit at least times a month about my refund and I'm not getting anywhere. I have been nice and patient and I'm disappointed with fitbit how they are treating their loyal customers. Please help **** feel like they have been dodging me. And it's not RIGHT FITBIT what you all are doing to your customers. I recommend people all the time which I am now not sure I want to do anymore. I want my money that is rightfully due!!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: 08/30/2022
Complaint: 17764162
I am rejecting this response because:they are always sending me me the same response to call their number and when i do they they give me the run around about my refund. Its been 3 months they had my watch and still no results.
Sincerely,
***************************Initial Complaint
Date:08/24/2022
Type:Service or Repair IssuesStatus: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.
Part of the Fitbit ionic recall. Was sent a return box by third party handling refunds. They received my returned ionic on April 1. Was told 6-8 weeks. Called multiple time. Escalated by Fitbit on June 11. They received serial number provided by me that matches my ionic on file with them and stated in email and verbally that I was approved for refund. I was told to wait 3-6 weeks. 10 weeks later since escalation I'm still waiting. Almost 5 months from them originally receiving my ionic.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: 17763298
I am rejecting this response because:This is the same response I've been getting from Fitbit for 4 months. For something that supposed to take 3-6 weeks.
Sincerely,
***************************Initial Complaint
Date:08/24/2022
Type:Service or Repair IssuesStatus: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 Versa 3 Watch literally melted off my wrist. Watch is the latest model. I got it for Christmas and used it normally. The watch face FELL OFF, unglued from it inner pieces. I contacted Fitbit and they offered a small discounted coupon off my next purchase. I find it ridiculous that a watch can completely disassemble from normal use and the company doesnt care. I just want a watch! No watch shouldnt last 8 months for these prices I cant super glue a screen on! Their customer service didnt care.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.
Fitbit, Inc. is NOT a BBB Accredited Business.
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