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

1,220 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:08/12/2022
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.
I purchased a fitbit watch 1 year ago. I received notification that i had to return the watch due to a recall. They offered me a new watch at a discounted price. I purchased a new one which completely died within 30 days. They then sent a refurbished watch which stopped tracking properly within 60 days. Have tried multiple times to get a "new" replacement or my money back. Every time I call they say someone will call me back and resolve this issue. I then get an email telling me to go to the website to trouble shoot. This is ridiculous and I am getting nowhere. Their customer service just spins you in circles till you get frustrated and give 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.
Initial Complaint
Date:08/11/2022
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 2nd I received an email from Amazon regarding a recall on 2 Fitbit ionic watches that I purchased for my wife and myself. I immediately stopped using the devices and started the process to recall. I submitted the request for mailers to submit both watches on March 21st and I mailed both devices back to Fitbit on April 1st. The instructions from there were once they were received they would be processed and a refund would be sent out. After submitting the watches I waited for a response but received none so I called on May 27th and inquired about the status. At that time the rep advised me that they were taking longer to process the claims and that it should only be a few more weeks, but she did confirm both watches were received (2 weeks after they were really received based on the tracking # from shipping). I continued to wait with no response from Fitbit until I called them on July 5th and inquired the status. Fitbit then advised me that when they received the watches they were not showing as Ionics and that they would need to escalate it, at the time I only had my reference # so they escalated my claim and I called back the following day, July 6th and had my wife's escalated as well. I was advised I would receive an email once it has been processed and payment was coming. I continued to wait until August 1st when I called back and was again advised that my watches were not identified as Ioinics when they initially received them, but they would put in another ticket to escalate the process and get them verified so I can be paid. Again advised I would hear by email when there is an update. Still no update I called back today August 11th and was advised nothing is being done to verify my watches, my watch ended ** in one "bin" while my wife's is in another and they will have to search for both to confirm they are in fact Fitbit Ionic. The most concerning part is if I had not called in myself they had NO plans to contact me regarding the delay or issues.
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: 08/22/2022

Complaint: 17704687

I am rejecting this response because: They are not actually helping. I have received 2, what appear to be automated emails, one that provided the phone number I have called into countless times and had my case escalated 3x with no actual movement, and a second email with a discount code so I can buy a new Fitbit...

Sincerely,

*************************
Business Response
Date: 08/23/2022
Weve previously followed up with the customer and stand by our last response.
Customer Answer
Date: 09/02/2022

Complaint: 17704687

I am rejecting this response because: I have called in again to the number provided and had the matter escalated a 4th time. The rep was very courteous, however she advised me that there was NO TIMEFRAME they could provide just that I have to sit and wait while they investigate the error they made. I cannot follow-up or checkin in the status, I am once again left without resolution and without any reasonable timeframe to look forward to. Fitbit is doing everything in their power to delay or not pay this matter.

Sincerely,

*************************
Initial Complaint
Date:08/11/2022
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.
Since 3/25/2022 waiting for refund for recall Ionic Fitbit- weekly calling the providing number- no update- they are in a possession on my watch without a refund, its a stealing and scam
Business Response
Date: 08/18/2022
Weve previously reached out to the customer and believe the case is resolved.
Customer Answer
Date: 08/19/2022

Complaint: 17704205

I am rejecting this response because:

Sincerely,

***********************************
Its a lie -they never responded and i didn't get refund-they still have my watch without compensations
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

Complaint: 17704205

I am rejecting this response because:THe same answer without payment date, you can see the same response before in your communication with Fitbit

Sincerely,

***********************************
Initial Complaint
Date:08/11/2022
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 ordered a FitBit Sense on May 9, 2022. Order number vynfndaz4qy5. The cost of the product was $299.95. Several weeks after receiving the watch, I noticed that during workouts while using the watch as a heart rate monitor, it appeared to be very inaccurate where it was under reporting my heart rate. To confirm my suspicion, I wore a different heart rate monitor (Polar M200 paired to a H10 chest strap) and confirmed the FitBit was drastically under representing my heart rate during exercise, at times by more than 50 beats per minute. I found this to be quite unacceptable and dangerous to my health as I could push myself into dangerous heart rate zones due to the poor monitoring data from the Sense product.I reached out to FitBit on July 18, 2022 requesting a refund, only after following all trouble shooting tips offered by FitBit. Their support team acknowledged the fact the Sense wasn't accurate and denied any request for a refund. FitBit also indicated there was no fix in the works for the issue. So I feel I was sold a product that was misrepresented as a health monitoring device that didn't function as advertised and could impact my personal health, and in an extreme case could lead to serious injury or death.
Business Response
Date: 08/18/2022
Weve previously reached out to the customer and believe the case is resolved.
Customer Answer
Date: 08/19/2022

Complaint: 17703279

I am rejecting this response because I requested a full refund and was denied despite the company admitting the device doesnt function as advertised!

Sincerely,

*************************
Business Response
Date: 08/22/2022
Well continue to work with the customer towards a resolution within the scope of our policies.
Initial Complaint
Date:08/11/2022
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 wanted to buy a smart watch and was comparing all of the different versions/companies - I originally was going to get an apple watch due to having an iphone for easier use but the fitbit sense specifically stated they had a feature called stress notifications that will notify you when stress events are detected. I have pretty bad anxiety/stress and this was a MAJOR plus to me and is the SOLE reason i went with the fitbit over the apple watch. Upon getting it i could not figure out how to turn on the stress notification. I called fitbit and got bounced around some and then several people at the company told me that feature does not exist at all. They are falsely advertising and lying to their customers. I bought my fitbit from ******* and the return window has passed and fitbit refuses to give me a refund even though it is their product and they lied to me in order to get me to purchase it. Not only do i not have what i wanted to help me manage my stress this situation has increased it due to the amount of run around they gave me, waiting weeks for them to email me back, the money i am now out, and employees arguing with me saying their website does not say it has the feature even though it is right there on it. I will attach pictures of the websites claim to have the feature and then being told it does not exist. I want my money back and honestly at this point i feel i deserve punitive damages due to the amount of time I have had to waste on this and the stress it has caused. I also want them to take this advertisement down so they do not fool anyone else. I have made them aware it was there and they have continued to keep it up on their site.
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: 08/26/2022

Complaint: 17702958

I am rejecting this response because: I did receive a refund for the watch however instead of admitting this was blatant false advertising the watch was completely removed from the fitbit website and replaced by a newer watch that now has this feature. Every single person who bought the original sense was lied to and now there is a new watch that has this feature that I originally wanted but I dont trust fitbit enough to spend my money on it. I asked if maybe there was some way I could get a deal on this new one since it has was the original one promised to (and literally the sole reason I purchased it) but I received no response. I feel like I was given a refund and now fitbit is just done with me and doesnt care about me as a customer (or really any of their customers since it took me reaching out to BBB after speaking to several rude people at fitbit and still no one has admitted to any wrong doing). Im truly upset because I really wanted to stick with Fitbit and was really looking forward to the stress notifications as it would greatly help me with my every day life. The refund was nice but I feel there was no accountability for the lies they were advertising. I understand mistakes happen. But a refund and nothing else isnt taking responsibility and I just feel fitbit does not care if they have my business or not.

Sincerely,

*************************
Business Response
Date: 09/04/2022
Well continue to work with the customer towards a resolution within the scope of our policies
Initial Complaint
Date:08/10/2022
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.
I recently purchased a new Fitbit and automatically you receive 6 month free premium trial subscription. However my plan was to cancel before my trial period ended, so therefore I was charged for the subscription. So I contacted Fitbit after I noticed the charge, two days later and the customer representative ***** canceled my subscription but did not refund my money. She told me that they don't give refunds, so I asked to speak to a supervisor, his name is ******. He proceeded to tell me the same thing that I could not receive a refund, even though I don't want the premium service anymore. I just feel that if I ask for my money back and I don't want your service, I should be able to get my money back period. Just as easily as it was charged from my account, it should be easily refunded. I have been a customer for a few years and have purchased products...I will no longer support a company that will not allow a refund of my money. I'm very dissatisfied.
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
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 as long as this business follows through and contacts me as they say they would.

Sincerely,

S P
Initial Complaint
Date:08/10/2022
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.
Reference: **************** I'm looking to have a $299 refund promised from Fitbit for an Ionic watch recall. Per their instructions, watch was sent to Sedgwick to start refund procedure. In early March 2022, I received email confirmation that device was approved and my refund would be processed within 5-8 weeks. https://www.sedgwick.com/global-privacy-policy I have called ******** *************) every month since then. They don't keep records of steps taken nor customer notes. Only record they show is that they issued refund via email back in May 2022 --one which I never received. Agents at Sedgwick only answer for me at this point is that they will "escalate" the case. I have "escalated" this every month since May, yet they don't have a record of my calls nor an answer/estimate of when my refund will be issued. In fact, they do not even have records of the previous "escalations" so I don't see them working on this issue at all.I have spoken to management at Sedgwick with no resolution and I have reached out to the customer service at ********************** as well, case number ******** but they say to not have any information on the recall and they cannot help. Instead, they are sending me back to ********. I hope this information is helpful and easy for you to facilitate a resolution. Thank you. 2022 MAR 9: registered Fitbit Ionic Recall APR 14: watch received at Fitbit/Sedgwick MAY 4: they state email refund was sent JUN: called for update July 12: ******** 'escalation' by ************** 10: ******** 'escalation' by *********************-no-******************
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.
Initial Complaint
Date:08/10/2022
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 announced a recall of the Ionic watch in which they agreed to send a refund of $299. I sent my watch to them on 3/17/2022 and confirmed via phone that they did receive the watch. *** tracking: 1z0e64a79012859445. I have made 5 phone calls and was told my refund had been sent, and later that someone would be contacting me. I have never received my refundwere going on 5 months. Can you assist in getting this escalated?
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: 08/22/2022
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 still dont feel confident that Ill receive the refund since I contacted FitBit numerous times. Ill file another complaint if I dont receive the refund by October 17, 2022.
I feel I have no choice but to accept this response since they responded with a resolution.

Sincerely,

*******************************
Initial Complaint
Date:08/10/2022
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.
Have not received refund for my wife, *************************, Ionic watch which was returned on a safety recall in March 2022. Have contacted Fitbit Refund customer service numerous times was able to determine that the returned watch was received and processed in April and the refund dispatched by a third party contractor (via email) had failed. In mid-May spoke to a supervisor who found that the failed refund was due to an email address error which was corrected then an verified that they had all information to reissue the refund. Last week was my fourteenth call to seek resolution nothing but canned responses. I need you assistance to have this multi-billion company meet its legal obligation and issue the refund for a defective product returned on a safety recall. Thanks.
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: 17697570

I am rejecting this response because:

Fitbit **** provided a lawyer approved generic reply. Nice to have have found the customer in the system and mentioned they would offer a response but they need to commit to a time line.. a defective product was returned on a safety recall. They have a legal obligation to provide to provide the refund. They need to commit to a date when the refund will be issued. Someone in authority needs to promptly issue the long awaited refund.

Found the customer in the system, conducted a review just take the right next step and issue the deserved refund.,

Bbb do appreciate your assistance in getting this matter resolved.

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.
Customer Answer
Date: 08/31/2022

Complaint: 17697570

I am rejecting this response because:

Fitbit **** has replied and is working on providing me a refund for return of my wifes safety recalled watch which was returned last March. After 14 calls to customer service and your advocacy it appears thatvthey might issue the deserved refund. Issue will be resolved when reund is actually issued. Again .. thanks for oyr assistance in this matter.
Sincerely,

***********************
Initial Complaint
Date:08/09/2022
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.
I purchased a fitbit Charge 4. 1 month after the 1 year warranty expired, the wristband completely broke and i had to order a new one. I didnt even know the bands were interchangeable so I never swapped them...and only ran with the watch...so it being lose from overuse was not a thing. Fitbit sent me an email with 35% off my next purchase. I then purchased the Charge 5. 4 months of wear, for minimal dog walks and the entire watch fell off my wrist no warning. Called fitbit IMMEDIATELY so they could help me track it since i was still on my 3.5 mile trail. They couldnt track it. I walked 15 miles over the next 3 days and countless calls and emails to fitbit.Their only response was to send me THE EXACT SAME EMAIL I GOT 4 months prior when they said i was out of warranty and offered a 35% off coupon. I bought the watch in February and it completely broke in June, I had a 1 year warranty, so why would they say I was out of warranty? I WANT A FULL REFUND. I spent $125 on a faulty watch and its a complete scam by fitbit. The call centers are in another country, i could hardly understand what they were saying only to tell me they can see the issue in cue. Thats it. No other way to contact anyone anywhere. FB messenger was a joke. They need to stop selling faulty products or give full refunds. Attached you will see when I bought my watch this year, and when they said I was out of warranty after only 4 months, then stopped responding to my request for refund.
Business Response
Date: 08/22/2022
Weve previously reached out to the customer and believe the case is resolved
Customer Answer
Date: 08/23/2022
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 was contacted Friday by Fitbit and Monday received my refund. I am satisfied.

Sincerely,

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

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Fitbit, Inc. is NOT a BBB Accredited Business.