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

1,220 total complaints in the last 3 years.
187 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:08/16/2022
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.
On 03/10/2022 as per the Fitbit Ionic recall instructions I received on 03/03/2022 I mailed my Ionic back to Fitbit for processing in the packaging materials Fitbit provided me. I got a return receipt from *** and it shows the package was delivered on 03/17/2022. I am attaching a copy of the *** receipt. Fitbit has not refunded me. Every time I call I get put on hold and then transferred back and forth between Fitbit support and the 3rd party Ionic recall center. My name is *************************** still have an active FITBIT account which receives info from other health apps that I linked with my Fitbit Ionic. Fitbit should be able to pull up my account and get all the info on the various Fitbit bands I have purchased and registered on to my account. I want my refund. I have lost all faith in FItbit.
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: 08/29/2022

Complaint: 17723756

I am rejecting this response because: this doesn't actually move me any closer to getting the refund that I am entitled to. I keep receiving the same generic responses urging me to call the refund # , once I do that they urge me to call Fitbit; its a never ending cycle

Sincerely,

*************************
Business Response
Date: 09/02/2022
Well continue to work with the customer towards a resolution within the scope of our policies.
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.
Fitbit Ionic recall, just as SO many other complains on the BBB about Fitbit. The ** reputation is well deserved. I fins that the BBB assessment of this company is on point. I sent the Ionic back many months ago. I was told that is was received and empty at one point. After complaining over the phone I was assured that the refund would be completed and to wait another 3-6 weeks. No contact, no call, no email as I was told I would receive. No refund. A voluntary recall and refund was voluntary. I suspect these issues were a ruse to NOT be required to pay for the recall if it were a Federal safety issue. There are so many news and reports of failure to complete this recall/refund it should clearly be a legal/class action. My reference number:#********. I am disgusted at my treatment as a customer. There is NO excuse. I do not care at this point if it was lost, stolen, misdirected, or caught fire and burned to ash as the recall might suggest. I fully expect my refund immediately. I will accept no further delay, or excuse. My patience, trust and good will is at an end with both Fitbit and *******
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: 17723687

I am rejecting this response because:
It is not actually a response at all, and yet another stall. The email I received from them associated with this "response" is quoted:
Hi *******,

We're part of the Escalations team and we'd be happy to assist you with your Ionic recall refund.

We appreciate the following information that you provided and the things that you did.

For more information about your refund status, you may contact our refund center in your region at ************ from Monday to Sunday 8:00 AM to 8:00 PM EST.

We appreciate your understanding and patience on this.

Thanks for being a Fitbit customer. If you have any questions about your Fitbit devices or services, you may visit http://help.fitbit.com.

Sincerely,
******************** and the Fitbit Team

This is the same information and emails I have received since MARCH! No information, and just more waiting. The 3-6 weeks I am always told no matter when I contact them has been passed so many, many weeks ago. This is going on 25 weeks now!? They asked for the return. I did that. They offered a discount on two new devices, I did that. I even signed up for the 1 year premium services. I was a good customer that they have turned into a bitter enemy. Their fault and not mine.

Sincerely,

*****************************
Business Response
Date: 09/02/2022
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 09/02/2022

Complaint: 17723687

I am rejecting this response because:

This is the message I received via email ( it is MORE of the same NO ANSWER or resolution as has been going on for month after mon after month). Clearly, Fitbit has no interest in resolving this case. This should be noted by The Better Business Bureau and it should be refelcted in their scoring as such.

Quoted from yet another nowhere email:

"Hello *******,

We are sorry for the delay, we will be glad to further assist you and help you with your Ionic recall process.

We have reviewed your case and we are still investigating. We are waiting for a response from the refund center regarding your case, as soon as we receive updates we will contact you via email to share you that information.

We appreciate your understanding and patience!

Sincerely,
************** and the Fitbit Team"

Sincerely,

*****************************
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: 09/13/2022

Complaint: 17723687

I am rejecting this response because:
This is a continuation of the no resolution. Stating you will continue to work toward a resolution forever is not a resolution. This began in MARCH. It is now SEPTEMBER. Stating it will be another **** weeks for 6 months over and over and over again does not solve anything. Repeating the same boilerplate answers in order to avoid STATING what appears to be obvious at this point. If Fitbit is NOT going to honor their own RECALL then state that is the case. The BBB can file this dispute as the company refused to make any attempt to resolve the case at hand and I can contact the ************************* about this issue and the fact that I have completed and done everything in my power to resolve this issue. Fitbit is now on record with the BBB and the Commission I am sure will be happy to look into this as they are involved with the recall process. I am certain they will find this record and the responses I am receiving of import. Perhaps an investigation is in order as I am sure I am not the only person ******* search) not receiving their refund . Is anyone at the BBB reading these? Am I incorrect? Is this patently in complete disregard of my complaint at this point? Is it my imagination, or is Fitbit just running me around in circles with no intention of refunding my money as THEY have stated in their own recall.

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.
November 2017 $252.00 A refund due to a recall on the watch battery.No Fitbit Ionic Recall Registration Reference **************** sedgwick.com
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: 08/25/2022

Complaint: 17723465

I am rejecting this response because: I still have not received my refund.

Sincerely,

*************************
Business Response
Date: 08/26/2022
Weve previously followed up with the customer and stand by our last response.
Customer Answer
Date: 09/02/2022

Complaint: 17723465

I am rejecting this response because: I have been through this dog and pony show with this business before. Once I receive my refund I will accept their response. They have had my watch since March. The refund should take 3 to 6 weeks per the Global. Here it is 20 plus weeks later and still no refund!!!!!

Sincerely,

*************************
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 purchased a Fitbit Versa 2 two years ago for $199.99 + taxes as a Christmas gift for my wife. The screen suddenly went black and un-paired from my device last week. The only "troubleshooting" available was to power the Fitbit off and back on. I contacted Fitbit on August 14, 15, 16 and 17, 2022. **************** offers no help. They offered me $35 toward the purchase of a new device. I refused and requested they fix or replace the device. I was told they will not fix or replace the device. It is the $35 toward a new Fitbit or nothing. I was actually told I can, "take it or leave it" by one supervisor. I have made numerous requests to speak to someone at the corporate office by phone. I am continually told that there is no phone number that can be provided to me. I have left my phone number and email addresses with customer service supervisors to escalate this complaint to corporate my email. I have not been contacted by anyone at the time of this complaint. Now I am just hung-up on by customer service. My case reference number with Fitbit is ********. The email associated with the Fitbit account belongs to my recently deseased wife ********************* whom the Fitbit was purchased for.
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.
Customer Answer
Date: 08/20/2022

Complaint: 17721900

I am rejecting this response because:
Their offered resolution is the exact same offer that I have rejected previously. Fitbit is NOT listening nor standing behind their product. I still have NOT received a phone call and all communications are still being sent to my deceased wife's email account. This only shows that Fitbit has not read nor even cares to respect my request to update the email on this account. Simply put I will not accept the 35% offer toward another Fitbit. You will either repair the one I have or replace the one I have. I WILL NOT BE FORCED INTO PURCHASING ANOTHER FITBIT BECUASE YOUR PRODUCT IS DEFECTIVE. I WILL NOT BE FORCED TO PURCHACE ANOTHER FITBIT BECAUSE YOU DO NOT OFFER REPAIR SERVICES FOR YOUR DEFECTIVE PRODUCTS. YOU DO NOT DESERVE ANYMORE OF MY BUSINESS.

Sincerely,

*****************
Initial Complaint
Date:08/15/2022
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, and in March 2022 followed the company Recall process (they Ionic is known to be a fire/burn hazard) which claims to provide a 40% discount code to purchase a replacement, and allow 90 days to return the existing Ionic for a full refund of $299.95. When I originally filed under the recall process on March 17, 2022, I was in fact provided a return kit via US Mail, however never received the Discount Code to purchase the replacement product, which I wanted to purchase to use before returning the Ionic. When I called, I was told to wait and it would arrive via email.So I waited, called, waited, called, etc. Finally on 7/22/22 when I called I was told that the 90 days had expired, but since I never actually returned my Ionic, I could start the process again, which I did, and obtained Reference No ****************, as well as an email from globalintake-no-******************* saying I would receive another email with the Discount Code, which again, I did not. I called 3 different times, on hold transferred, and told I would get an email, just be patient -- nothing.Today I called again for the status, and after being transferred, was told by the Recall Line and Support that there is nothing they can do, just return the device and they will send an electronic refund card. I asked to talk to supervisors, managers, etc. and was told that they do not take phone calls, all communication is done via email. I am very hesitant to return the Ionic now because if they can't send an email with the code, how will they be able to send an email with the electronic refund card? And once I no longer have the Ionic, how can I ever prove that I had it/sent it, and will I ever see my refund? They clearly have my correct email and phone number. When I call they can look up the account, and emailed the original confirmation with the Reference Number. I want them to provide the 40% Discount and Refund per the Recall. Please help!
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:08/15/2022
Type:Delivery 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.
Received my Fitbit sense as a gift for my birthday Ive had it for a 1-2weeks I do sleep with my sense on and notice waking up Ive received ***** from my Fitbit on my wrist I didnt have my band on too tight either
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:08/13/2022
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.
There was a recall on Fitbit Ionic watches. I sent the one I was using and a new one I had got and never used. They sent me the recall money for the used one **************** but never sent me the money for the new one ****************. I have called them three times and I have never received the refund for the new watch. It's been three months now since I sent the watches in. I want my refund!!!!
Business Response
Date: 08/21/2022
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: 08/21/2022

Complaint: 17713972

I am rejecting this response because:
I have not heard from the business Fitbit or got my refund!!
Sincerely,

*****************
Initial Complaint
Date:08/13/2022
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 watch recall. I returned the watch. They have not responded with the refund. enclosed is their last communique. It has been 5 months and the only reponse from their help number is "I will pass this along"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 If you have any questions, contact us here.
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:08/12/2022
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 Versa 3 quit working and won't go past blue **********. Contacted Fitbit support via chat and after diagnosing was told I would receive email within 48 hours for warranty claim. I waited over a week and contacted Fitbit support again only to be brushed off and that within a few hours I would get an email. When I asked which email address they were going to send to, the support tech disconnect the Live Chat. We own 4 Versa 3's in our household and I have had no complaints until this happened.
Business Response
Date: 08/20/2022
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: 08/21/2022

Complaint: 17709926

I am rejecting this response because: Fitbit support during my conversations with them (twice) was able to locate my account but yet now they say they cannot. I sent them a direct response with the above attached pic showing the email registered for my Fitbit.
I am expecting nothing less than what was promised by Fitbit support which is a replacement for my Versa 3.

Sincerely,

***********************
Business Response
Date: 08/23/2022
Weve previously followed up with the customer and stand by our last response.
Initial Complaint
Date:08/12/2022
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.
My Fitbit ionic was recalled and a full refund was supposed to be received within 3-6 weeks. Per Fitbit they have received my merchandise on March 30th. A refund has still not been processed. Ive reached out to this company several times with no resolution. When calling their customer service line, they say they will escalate the matter but there is never any follow up.
Business Response
Date: 08/18/2022
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: 08/18/2022

Complaint: 17708299

I am rejecting this response because: Fitbit has refused to issue my refund. The response from the escalation team stated that I can expect a refund or to contact the refund center. Upon contacting the refund center, they stated that the case was escalated and that the escalation team would give me more information and that they had no updates regarding my refund. There has been no resolution. Fitbit has stolen my merchandise.

Sincerely,

***************************
Business Response
Date: 08/22/2022
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 08/22/2022

Complaint: 17708299

I am rejecting this response because: Fitbit has received the recalled watch, told me they would escalate my case and still has not processed a refund. It has been 5 months now. Fitbit keeps saying they will reach out to the refund center but no refunds have been processed.

Sincerely,

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

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Fitbit, Inc. is NOT a BBB Accredited Business.