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Business Profile

Computer Hardware

Fitbit, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

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

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.

    Please enter a valid location.

    • Fitbit, Inc.

      199 Fremont St San Francisco, CA 94105-2245

    • Fit Bit

      2670 Executive Drive Indianapolis, IN 46241

    • Fitbit

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

    Customer Complaints Summary

    • 1,195 total complaints in the last 3 years.
    • 190 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/21/2024

      Type:Product Issues
      Status:
      Answered
      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:
      Answered
      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.
       
      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,

      **** *****ty 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."

      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:
      Answered
      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:
      Answered
      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.

       
      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,

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

      ** 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

      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:
      Resolved
      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.
      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

      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."

    • Initial Complaint

      Date:11/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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."

    • Initial Complaint

      Date:11/02/2024

      Type:Product Issues
      Status:
      Answered
      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 saw the Ionic Fitbit Watch recall program! so I sent 5 watches back to the company on 01/22/2023 via *** shipping! and Fitbit company asked to wait within 5-7 days to refund $299.00 for 1 watch I have 5 so total is $1,495.00! I waited more than 3 months and contacted Fitbit through the phone number on the website! The company asked to wait again because of the large number of consumers returning the goods! now waited 1 year and 9 months still no payment! My ************** contact: ***************************

      Business Response

      Date: 11/03/2024

      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:10/30/2024

      Type:Product Issues
      Status:
      Answered
      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.

       
      Complaint: 22494523

      I am rejecting this response because:
      I did not hear any response back other than that they are "reviewing the case" which is something that I have heard for months at this point. 


      Sincerely,

      ** ****

      Business Response

      Date: 10/31/2024

      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

      Business Response

      Date: 11/06/2024

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

    • Initial Complaint

      Date:10/28/2024

      Type:Product Issues
      Status:
      Resolved
      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.

      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. It would have been better if there had been communication from the business rather than repeated trials on my part. But after 3 downloads the new app solved the problem. Poor communication is the root of many problems in todays society.


      Sincerely,

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

      Business Response

      Date: 10/29/2024

      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:10/28/2024

      Type:Product Issues
      Status:
      Answered
      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.

       
      Complaint: 22483020

      I am rejecting this response because:

      I was initially contacted by Fitbit to provide case numbers (which i did, see attachment) but have not recieved any resolution.

      Still waiting.

      Sincerely,

      ***** ******

      Business Response

      Date: 10/29/2024

      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.

      Business Response

      Date: 11/06/2024

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

      Customer Answer

      Date: 11/07/2024

       
      Complaint: 22483020

      I am rejecting this response because:

      Their communication consisted of supplying them with original receipts, pictures of the boxes , serial numbers, etc

      Please be advised that it has been years since the items were purchased, and I do not have a copy of the receipts. Furthermore, it has been almost two years since the boxes were returned, and Fitbit acknowledged receiving the items. Sadly, I did not take pictures of the items or boxes, mainly because I did not think I would need them, nor were they originally requested.

      It seems to me that Fitbit is stalling and imposing new demands for them to honor their commitment with their own initial requirements.

      This case has caused me more headaches with family members than any refund amount could possibly compensate for. I believe any observer would agree.

      I can only hope that this is not the standard modus operandi Fitbit is embracing. It is not proper for a large company to burden its consumers like that.

       

      I feel very frustrated dealing with this for years.

      I completed my part of the process (per their own instructions), they acknowledged receiving items, now after almost two years, it's time they complete theirs. 

       

      I respectfully request that the three outstanding refunds I am owed be processed expeditiously after two years and many calls with no resolution.

      Once again,  the reference codes pending were provided in email to their representative.

      Hope to hear from them soon.

    Fitbit, Inc. is NOT a BBB Accredited Business.

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