Complaints

This profile includes complaints for Fitbit, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fitbit, Inc.

  199 Fremont St San Francisco, CA 94105-2245

• 

  Fitbit

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

• 

  Fit Bit

  2670 Executive Drive Indianapolis, IN 46241

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:08/19/2022

  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.

  As we all know, Fitbit recalled its ionic bracelets in March. At that time, I registered and refunded my ionic. Fitbit promised to refund them 3 to 6 weeks after registration. However, half a year has passed, but I have not received any refund from Fitbit. Many people like me have complained about this behavior on Fitbit's official forum, and Fitbit has not shown an attitude to solve it as soon as possible. I have contacted Fitbit for more than 30 times, but I have not received a refund. I ask Fitbit to be responsible and refund immediately. I will consider contacting, complaining and even suing continuously, and ask Fitbit to compensate for the loss. I am in *****, and I am also the manager of Fitbit's voluntary organization. I have contacted more than 100 people in ***** who have not received refunds. I hope to get help from your company. Sincerely.

  Business Response

  Date: 08/22/2022

  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: 08/22/2022

   
  Complaint: 17740914
  
  I am rejecting this response because:I hope to be able to give specific and effective solutions instead of simple replies. After all, I have received dozens of such replies.
  
  Sincerely,
  
  *************** we

  Business Response

  Date: 08/24/2022

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

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17740914
  
  I am rejecting this response because:The reply is too vague. What is the solution? Direct refund is the solution. I've been waiting for 6 months. Why didn't you inform me that there was no solution before? Why are you looking for a solution now?
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/18/2022

  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 got an alert that my fitbit ionic watch battery may heat up and cause *****. They suggested I return the watch for a $299 refund. I got the return info and sent the watch in 05/09/22. The fitbit reference number for my case is ****************. I waited patiently and then called the fitbit ionic return line ************. on July 7th. They told me my request had been cancelled along with many others. They reentered the return information. Called on 7/20 and got no help and no information where the return was or when it would be done. I tried on 7/25 and told it is "in process". Called on 8/8 and she said she would escalate the issue. Called on 8/18 and was told it would take 4-6 "business weeks", which meant weekends and holidays don't count. I told her that those weeks had long passed since 5/09. She said escalation does NOT mean it will happen any faster. No other information, no manager to talk to, no fitbit representative as they are just a contractor processing these requests. Almost 4 months and no resolution.

  Business Response

  Date: 08/19/2022

  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:08/18/2022

  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 followed all the steps to obtain a refund for the recalled Fitbit Ionic. Every time I call to find out the status I am told something different. I have been told the refund was processed 5/27/22 and would take 4-6 weeks to process. I called again after the 4-6 weeks and was told the refund had been issued 4/28/22 and there was no way to know how long it would take to issue a new refund. In the meantime my husband called to check the status of both our refunds and he was told I needed to register my Fitbit, however, this is the first step they require in order to receive the return kit and has already been done. They told me that I would get an email from Hawk Marketplace containing my refund. I check my inbox, junk/spam folders and have never received an email from them. I am getting the runaround and they are holding my refund hostage.

  Business Response

  Date: 08/19/2022

  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:08/18/2022

  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 been a Fitbit customer for over 6 years. Recently, I have been having issues with my Fitbit Sense. I have reached out to customer service multiple times and I just keep being told "the issue is being looked into."I've had it with Fitbit's inaccuracy of the heart rate monitor. It is UNSAFE. When I contacted Fitbit within my warranty window, I was told that my case was going to be escalated and someone would get back to me. That was months ago. Nobody got back to me.Today, I reached out regarding my battery draining even though I employ several battery saving techniques (snore detect off, manual screen activation, etc.). I also followed up on my previous complaints. The person who I was speaking with was very unhelpful and they refused to tell me what the process was for filing a complaint,when I would be contacted, and what the solution would be. This is the same response I got months ago when I initially complained about my Fitbit.I feel like Fitbit is aware of the issue, given the multiple class action lawsuits and the canned response of "We are looking into it,"yet doesn't offer its customers a solution. With that being said, I want a resolution because according to your legal policy on defective items, "Fitbit warrants to the original purchaser that your Fitbit-branded device and accessories that are new (the "New Product(s)") shall be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase, except that if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the **** the warranty period is two (2) years from the date of purchase (the "New Product Warranty Period")." I reached out to fitbit with that window and fitbit failed to respond or come up with a solution that provided me with a working device (or even my money back).I have a paper trail of my communication with Fitbit and I am seeking a resolution.

  Business Response

  Date: 08/19/2022

  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:08/17/2022

  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 April of 2022 I received an email recalling a Fitbit Ionic watch that I own.The watch was sent back in a prepaid envelope provided by Fitbit and was received/verified on May 5th 2022.To date no refund has been approved and its been more than 3 months.I would like someone to call me at ********** who can give me a status on the refund.Fitbit Refund line is *********** but no one has any answers.Fitbit has my money and their product which doesn't seem fair.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.

• Initial Complaint

  Date:08/17/2022

  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 March 2-nd of 2022 Fitbit announced a recall of their Ionic smartwatch due to overheating. I had followed up their process: filed a claim and sent them my watch. Fitbit confirmed the product receipt and advised me that refund will be issued within ten days.I had emailed and called a special customer service line ten times over the past 6 months and got nothing but promises. Reading consumer forums and relevant web sites, I see a lot of people in the same predicament. I tried to reach out to a manager or someone who can escalate my case, but to no avail. I hope that if Fitbit, or their parent ******* do not care about their customers, they care enough about their reputation with BBB Respectfully,******

  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.

• Initial Complaint

  Date:08/16/2022

  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 tried everything. Talked to multiple people and have been getting mixed messages. My ionic was part of the recall. I followed the process and it took 4 months to get my refund. When I knew it would take longer than the 90 days my discount link was good for I called Fitbit and was told that once I received my refund to call back and I would receive a new link. I have talked to 3 or 4 people who say, no problem, all I need to do is submit it to the escalation team and they will send you a new link via email. Each time my email I receive says sorry, you are out of luck. I have been with Fitbit for 5 years. I know a massive recall is not easy, and working with ******** takes time. But this runaround is unacceptable. All I want to do is accesss a link that I qualified for and purchase a new watch. It took longer than 90days to receive my refund, and I have been extremely patient. According to Fitbit community, multiple people have been told the same thing, and FitBit continues to deny a new link. Case ID is ********

  Business Response

  Date: 08/19/2022

  Weve previously reached out to the customer and believe the case is resolved.

  Customer Answer

  Date: 08/20/2022

   
  Complaint: 17726602
  
  I am rejecting this response because:

  I have been told by multiple customer care agents that I would be sent a replacement code because of the time it took to receive my refund. The response that I have received from the escalations team has been for a free watch band. I do not own a watch because I sent mine in with the recall. The link that has been promised to me from 3 separate FitBit customer care agents included a discount for 40% off up to 5 new watches, 1 new band, free expedited shipping, and a free year of premium membership with Fitbit. That is a value of up to $600 if I were to buy 5 watches. Im looking to simply purchase 1. The counter of a free band instead of the discount link as promised is a value of only $30, and is useless for one who sent the my $300 watch to you as required by the recall. That is not acceptable on any level. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/28/2022

  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:08/16/2022

  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.

  Purchased ($199.95/each) 2 items (watches) in Dec. 2021. One stopped working in July 2022. Contacted Fit Bit and they sent a replacement (27 days later). The replacement wouldn't work. I then had to send the replacement back. It is ridiculous to have to wait 2 months to resolve an issue like this. The reps at Fit Bit were courteous but had no solutions to offer.

  Business Response

  Date: 08/19/2022

  Weve previously reached out to the customer and believe the case is resolved.

  Customer Answer

  Date: 08/20/2022

   
  Complaint: 17725357
  
  I am rejecting this response because: It has been over a month and I still do not have a useable item. The replacement item that was sent (after 20+ days) did not work. I sent it back and now am still without an item that is used 24 hours a day. This is unacceptable.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/29/2022

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

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17725357
  
  I am rejecting this response because: It is now September 2nd and I still don't have a working watch. I returned the non-working watch on July 19th. It shouldn't take this amount of time to resolve this issue.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/16/2022

  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 Charge 5 in January 2022. Apparently, it came with a 6-month trial of "Premium Membership". On July 21 I was charged $79.99 for an annual renewal of this membership. I received no notice beforehand. I tried twice, through chat and by phone, to cancel the service I didn't sign up for and have the charge reversed. Both times the representatives stated they were unable to reverse the charges and referred me to ******* "Please note, Fitbit doesnt provide subscription refunds; contact ****** Play support or explore their refund options at: support.google.com/googleplay/answer/7018481". When I followed that link it says: ****** doesn't give refunds for most ****** Play purchases. However, there are exceptions detailed below. You can also contact the developer directly. The developer can help with purchase issues and can process refunds according to their policies and applicable laws.Refund policy Within 48 hours: You may be able to get a refund depending on the details of the purchase. Follow these instructions. After 48 hours: Contact the developer to troubleshoot and find out if you can get a refund. Developers have their own policies and legal requirements and may be able to give you a refund. " ****** IS the developer. It's a loop I can't get out of with no satisfactory way of resolving the issue.

  Business Response

  Date: 08/19/2022

  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:08/16/2022

  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.

  This is in regard to the Fitbit ionic recall and reimbursement of $299 for submitting the watch back to Fitbit. I returned my watch in April and was told I would get the $299 refund in 3 to 6 weeks. Fitbit says they had received my watch in April and would escalate my account since so much time has passed-this has been done 4 different times and I have not received any response from Fitbit or Halk market who they say is handling the refund. It is now the middle of August and I cant seem to get any real assistance with this recall/ refund!!! I feel like its a scam since nothing is being done . Please help! This is the Fitbit number I have ************ and I am in the US.

  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.