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

1,215 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:08/23/2022
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 did a recall on the Ionic classic watch. I registered for the return and refund on 5 March 2022. The company received the recall watch on 16 March 2022 and told me 4-6 weeks for my refund to come. Ive called for 5 months now every week trying to see what is the status of my refund? The company out sourced to a 3rd party to handle all calls referencing the updated status on the ionic refunds. Ive had that 3rd party company submit 9 escalations to see what is the delay in my refund and NO one can tell me what I havent gotten my money back! When I ask to speak to a supervisor they all tell me there is no higher *** I can speak to. So for 5 months now they have my watch and I have yet to receive my refund. My reference number is Ref# **************** so when you look at this is my tracking number and also they can pull up all the escalations submitted for the past 5 months and no one can tell me where my refund is. So they got my watch that the company said to return as part of the recall but Fitbit wont give me my money!
Business Response
Date: 08/24/2022
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: 08/25/2022

Complaint: 17759714

I am rejecting this response because:
This is the same response I've been getting for the last 5 months. When you call this 3rd Party call center all they do is say sorry we can't help you but can only submit an escalation into your return. Which again, for the last 5 months I have yet to get my refund for their recall of the ionic watch. This was just an automated response and in no way helped me with my refund. I had to buy another watch out of pocket from Fitbit counting on that refund they owe me to make up for that watch I returned. I've attached their response to this complaint and in no way helped me with where my refund is at. They just keep kicking the ball down the road and not taking ownership of the problem and someone who cares in the company will actually tell me why or where the refund is at!!!!!

Sincerely,

***********************
Initial Complaint
Date:08/23/2022
Type:Product 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 had a recall on their ionic smart watches. They sent me packaging, with a promise of a $299 refund within 3-6 weeks when received. I promptly placed the smartwatch in their packaging and sent it back. I waited and waited. I called their fitbit line to find out the status. They told me that they did receive it on 3/31/22 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 second time. They said they don't know anything except that we can do another escalation form with another promise that someone would be contacting me. I again waited. Third time making another 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 20 weeks and 5 days since they've received my smartwatch. Still no one has contacted me and no refund. I will never buy or recommend fitbit again. Please help me get my refund. Thank you!
Business Response
Date: 08/24/2022
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: 08/25/2022
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.
I received a response from fitbit, they said they disabled my device and that I can expect a refund within 3-6 weeks. So I don't consider this completely resolved but on its way to being resolved. Hope they are true to their word, especially since I have waited over 21 weeks to get my refund already.

Thanks BBB for all your help! Much appreciated!

Sincerely,

***************************
Initial Complaint
Date:08/23/2022
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.
My Fitbit Charge 5 is at the bottom of a lake. While boating on July 4th, I was tossing in the anchor and right after, I heard my friend yell that it flung off. If she hadnt, I wouldnt have noticed since nothing touched to make that happen, just a forward throwing motion - and straight to the bottom it went. I reached out to Fitbit, as I believe its a manufacturing defect/design flaw/quality issue since the band came detached where it connects to the device, just as others have experienced Fitbit's solution was a discount code to buy another device from their website only, during the same time as Amazon Prime Day--so the same discounted prices were offered to virtually everyone. I got the Charge 5 on June 7, and had it for 28 days before the band came undone--on its own--and it sank to the bottom of the lake. It's obviously faulty and Fitbit's only solution is for me to give them more $$$ on another one to risk it happening again, when after some research, Ive learned I'm not the only one who has had this issue.
Business Response
Date: 08/24/2022
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: 08/29/2022
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. Thank you.

Sincerely,

*************************
Initial Complaint
Date:08/23/2022
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.
As informed in all kind of midia, *************** over ****** owner company, released a worlwide voluntary recall for a fitibit watch Ionic model. According with the instruction over their website: https://help.fitbit.com/en_US/ionic.htm, we should send the watch back using their registration page, and the refund check should be sent by mail within 3 - 6 weeks; however, after send back the watch by April 9 and after multiple calls (I can say more than a dozen), my claim for the status of my reunf never has been completed, and they always answer I should receive the refund witin some weeks....and nothing after more than 4 months....I'm have no watch, and the money to buy a new one....******, can you help to have my case solved with my refund ?Thanks in advance, Regards
Business Response
Date: 08/24/2022
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: 08/26/2022

Complaint: 17756564

I am rejecting this response because:
I haven't received a deadline to get my refund yet.
Sincerely,

********************* ********
Initial Complaint
Date:08/23/2022
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 issues a safety recall for their ***** watch on March 2, 2022. They promised that a $299.00 refund in the form of a gift card would be sent within 30 days. I waited until early May to receive the refund and it never was received. I called Fitbit and they claim it was emailed in the form of a gift card. I checked my spam folder and it was not in there. They would "escalate" my inquiry and get it resolved.I've called several times since the initial call to Fitbit and they gave me the same response that it has been "escalated. The "escalated" file number is: 2022030301205754.There are many complaints of no payment from Fitbit on the internet, so it leads me to believe they have no intention of reimbursing me for the return of the ***** watch.
Business Response
Date: 08/24/2022
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:08/22/2022
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.
The $300 watch worked for about 6 months and then became very erratic. It showed very high heart rate while I was driving which caused me great concern. That was when I. It iced it was also ligging thousands of steps while I was driving. I went to the Fitbit community and discovered that many many people had same problem. That the problems have existed years. Fitbits continued advertising without revealing the problems is an unfair trade practice.
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.
Initial Complaint
Date:08/21/2022
Type:Product 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 cancelled my premium membership after the free trial ended. However, I have been charged since and when I called customer service to complain, they cancelled my membership again and would not refund me what they charged me for a service I did not have.
Business Response
Date: 08/23/2022
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: 08/24/2022
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:08/20/2022
Type:Product 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.
My name is *******************************. I have participated in Fitbit Ionic recall and have mailed/returned my Fitbit Ionic device in March 2022. My reference number is ****************.I have called the refund center 3 times and was informed that a Master Card refund was issued in April 2022 via email which was sent to my yahoo email account. I'm not disputing that refund wasn't issued via email, however, I did not received the email. I dont know if the email ended ** in Spam folder or was accidently deleted, I am not certain what happened to the refund email. The problem is, yahoo mail has limited viewing timeframe and emails in April 2022 are no longer available for viewing. As I have mentioned previously, I've called Fitbit Ionic refund center 3 times since May ****************** re-issue a refund. Each call resulted in the representative stating she will elevate the request, but have not resulted in any progress. I'm requesting for BBB to assist in communication with Fitbit to resolve my refund status in the amount of $299.00, thank you!******************************* ****************
Business Response
Date: 08/23/2022
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: 08/24/2022
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:08/20/2022
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.
In March I received an email, as well as a mailed letter, from Fitbit about a voluntary recall of the their Fitbit Ionic, which is the model that I owned. I received the email and letter because I have a registered Fitbit Ionic. The notification stated to stop using the device immediately and directed me to a website to begin the return process. That was March. I returned the device on May 25th with **** the tracking number confirmed receipt of the package. Mid June I called the Ionic recall hotline to check the status of my return. They said that my device was not eligible for a refund due to them not being able to find the serial number! The person said that I would not be getting a refund nor my device back! The representative asked if the device I returned was a Fitbit Ionic. I assured the person that yes indeed the device was an Ionic. The is*** was escalated. July and there has been zero correspondence with me from Fitbit. I call again and am told verbatim what I was the first time. The unis***d was once again escalated. This is when I realized that I was being scammed. Fitbit has misled me, stolen my device and money. The matter is criminal and I will per-*** the is*** to the fullest possible extent.
Business Response
Date: 08/23/2022
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: 08/24/2022

Complaint: 17745900

I am rejecting this response because:
I was directed to do exactly as I had been doing. Fitbit has already received my device, there is nothing further for me to do. Any resolution will be on Fitbits end.

Sincerely,

***************************
Initial Complaint
Date:08/19/2022
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 recall of Ionic watch. I sent my Fitbit ************ addition watch back to Fitbit due to Ionic Recall to get the refund. On their website it states that refunds take 3 to 6 weeks to receive. I sent my Ionic watch to back Fitbit and they received it around June 23, 2021. I called Fitbit and they said it would 3 to 6 weeks from June 28, 2012 but then said it would take 42 business days which didnt make any sense. Why would they say 3 to 6 weeks then say 42 business days? Its now August 19, 2021 and still waiting for 8 weeks with no refund. I think this is ridiculous to make costumers wait this long for their refund and its not the costumers fault for this recall. I think at this point they have no inattentions to refund anybody for their defective watch.
Business Response
Date: 08/23/2022
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: 08/23/2022

Complaint: 17741302

I am rejecting this response because: I am not satisfied with their response. I received an email from Fitbit after making the report to BBB stating that the Fitbit Escalations team would be glad to assist me further and contact them regarding my refund. I called the Escalations Team and gave them the **** ******** from their email. I was told that they could not escalate because its not been 50 business days yet, and that would be on September 6th, and that is 10 weeks after they accepted my watch. On their website it states it takes 3 to 6 weeks after the Fitbit Ionic is accepted you will receive your refund. Their website for the recall is miss leading because it says weeks not business days. I just want my refund of $329.00 to replace my ************ Edition watch that was defective and could have burned me because of the bad battery. I feel like there had been plenty of time to give me my refund. I have no watch or refund money this is scam.

Sincerely,

*****************************
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.
Customer Answer
Date: 09/01/2022

Complaint: 17741302

I am rejecting this response because: I reject this response. Fitbit sent me an email about refund notification right after I repsoned again on th BBB website. It stated this:
Hi *****,

Since it's been more than 6 weeks from the time that you completed your registration, we apologize for the delay and thank you for your patience. If you haven't already, check your email spam and junk folders
for the refund notification. If still not received, our refund center will have more information about your refund status.
To contact the refund center, visit fitbitionic.expertinquiry.com/contact-us

Sincerely,

Jordy P. and the Fitbit Team

I never received any email refund notification email even in spam inbox and still haven't. I called the recall refund support to check on why I didn't recevice the refund yet. They said I sould have gotten an email from hawkmarketplace.com about my refund, but I never did, they told me to check my paypal account but there was no refund. They said they would escalate this matter and to call back in a week to see what happened, its already been 10 weeks! ************ Fitbit is a fraudulently company. I am seriously thinking of getting a lawyer involved there is no telling how many people that haven't received there refund. I would never own any Fitbit product ever. This is just a scam by fitbit. I just my refund.

Sincerely,

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

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Fitbit, Inc. is NOT a BBB Accredited Business.