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

1,222 total complaints in the last 3 years.
185 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:08/09/2022
Type:Sales and Advertising 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 contacted Fitbit on July 4th about a broken charge 4. I was told I was going to receive a replacement under warranty and sent a link to request a new charge 4 or 50% off a newer model. I chose the free charge 4 replacement. I waited almost a month to receive my new Fitbit and never received anything or heard from the company. I then contacted them again only to be told that I had already received a replacement previously and wasn't eligible for another one. I explained to the first Fitbit rep that I hadn't received a replacement. I had purchased two Fitbit charge 4s -- one as a gift in March and one for myself in June. I showed them a copy of the receipt. They had replaced the one that I bought in March. Not mine that I bought in June. These wearable devices always break. They're not quality products. I explained again that I bought two Fitbits to the second Fitbit rep and that the March one was replaced but mine had not been. The second Fitbit rep was going to escalate this issue and have someone contact me. The next email I receive from ************** who clearly hadn't read any of the history of my chats with other reps sends me an email saying 'Our records show that this device was previously replaced, so we cant replace it again..'Unbelievable. My Fitbit has not been replaced under warranty! I have been a customer since the early ********************** days. Disappointed and frustrated at how this warranty request has gone.
Business Response
Date: 08/23/2022
Weve previously reached out to the customer and believe the case is resolved.
Customer Answer
Date: 08/30/2022
Fitbit was finally replaced under warranty. Thank you.
Initial Complaint
Date:08/09/2022
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.
My fitbit Ionic watch was subject the the global recall due to potential burn injuries. I submitted the appropriate paperwork and received notification that my request was accepted (Reference: ****************) on March 18th, 2022. I was informed I would receive a debit or gift card within two weeks. I never received anything and after calling many times over the last five months, I was recently told they emailed me the payment from Hawk Market Place on 5/20/22. My email does not reflect receiving payment and I continue to check my spam folder to no avail. So I asked them to escalate my concern and re-issue payment. I was to also be eligible for several discounts as a result of the recall and was subsequently told that discount period has past. I told the rep I'd been waiting for my payment before I purchased a new watch or accessories. They initially said they would honor it and now they're saying they won't honor the discount. The discounts were as follows:- 40% off up to 5 Fitbit devicesthats 1 for you and 1 for up to 4 friends! - Up to 5 free accessory bands1 for each device you order - 1 ********************** Premium subscription for a full year (new members only). - Free expedited shipping (where available) I am seeking their original promise to reimburse me for the original price of my watch so I can purchase another watch of equal or greater value AND hold them to their agreement to offer me their original discounts so I can purchase the replacement watch and accessories.
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: 08/24/2022

Complaint: 17694613

I am rejecting this response because it is nothing more than another stall tactic! I can essentially get the same generic answer by calling their lame reimbursement department who won't tell me anything. I want my refund , pain and simple...not more escalation delays. The solution is simple, they can/should stop payment on this bogus reimbursement (virtual credit card) and issue a new one that you are notified of.

Sincerely,

*************************
Business Response
Date: 08/26/2022
Weve previously followed up with the customer and stand by our last response.
Initial Complaint
Date:08/08/2022
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.
HORRIBLE COMPANY. I bought a fitbit ionic and 3 days after the warranty ended it died and never turned back on. I had never damaged it and kept it in excellent condition and it just stopped working. So I had to buy another one. It started having similar issues, and then the recall came out for the fit bit so I mailed mine in. They received my fitbit on 6/22/22. I was sent an email saying they received and approved my refund of $299 that they would send to my paypal. 3 weeks later and still had no refund so called customer support. They rechecked the status and said it was approved but still processing. I confirmed with them which paypal account it was being sent to, to make sure it went to the right paypal, and they had the correct account info but I was told the refund takes 3-6 weeks from when they receive your fitbit mailed back to them. So I said ok Ill wait till 6 weeks if I still havent gotten refund I will call back again. It is now 7 weeks later and still no refund. So I had to call them again. I was told they are having a problem with paypal processing the refunds, not just for mine but for all. They gave no time frame of how long it will take to fix the problem or how much longer to wait. I was just told they can do nothing for me and I just have to wait. They acted like this was a new issues, hence they didnt mention any other time I've reached out to them. But when I went online recently I can see other people who also turned in their fitbit ionic months ago back in march or this year were having the same issue and being told either to wait another 3-6 weeks additional to the 6 weeks they already did, or jus simply given no help and still 4 months later have no refund. This is unacceptable. Someone needs to intervene and deal with these people they should not be able to do business.
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:08/08/2022
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 conjunction with the US Consumer ************************** Fitbit globally recalled the Ionic fitness tracker watch in March 2022 due to faulty batteries and burn hazard risk. An email was sent to owners of the product with instructions on how to claim a refund in the amount of $299 USD. Upon registration confirmation, the Fitbit Ionic is deactivated by Fitbit. I registered for the refund on March 8, 2022 in my region ******. I received the confirmation email that my registration was accepted and that my refund would be processed in 3-6 weeks via an Amazon gift card, which was one of the options, Paypal was the other. My confirmation # is ****************. After 10 weeks of waiting for my refund to purchase another fitness tracker, I phoned the customer recall customer service center for my region. My registration was confirmed and I was told a refund would be sent to me by email soon. I have phoned twice since, every 4 weeks to be told the same thing. It has now been 21 weeks since I registered for the refund and it has been 21 weeks since my Fitbit Ionic was deactivated rendering it useless. I have discovered through the Fitbit Community Forum that thousands of people have experienced the same issue as me and these are only the people who have complained. It has become clear that Fitbit sent recall notices to every customer that has an account, in order to deactivate the devices, so that they could reduce their liability. They provided a 3-6 week process time as well has a limited time discount on a new watch in order to encourage participation in the recall. Not only was the processing time not realistic, it was deceptive. I have complained on the community forum to see my posts deleted, which is another common theme among the members. I have also complained on the Fitbit ******** page to receive a generic apology in order to polish their public image.
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: 17688754

I am rejecting this response because:
Fitbit's response was for me to check my junkmail folder for the refund and to call their refund call center if no refund was found. I had called the refund center 6 times over the 5 months I've been waiting for my refund. Their response is always the same, my case has been escalated and they have no further information. I phoned again upon receiving their BBB response. The answer was exactly the same as it always has been. I further explained to the call center that I was calling on the advice of someone from their escalation team (the BBB response I received). They told me that Fitbit does not share client information with them and that they have no power to resolve issues; their only purpose is to provide information about the recall and refund process or notify if the refund was issued. Fitbit's reply to my BBB complaint was boilerplate and smoke and mirrors. There was no real option to resolve the matter and no contact information was provided for the escalation team. The only contact info that was provided was to the refund center, which is an endless revolving circle. Fitbit only replied because they had to...

Sincerely,

***********************
Business Response
Date: 08/23/2022
Weve previously reached out to the customer and believe the case is resolved.
Customer Answer
Date: 08/30/2022

Complaint: 17688754

I am rejecting this response because:
The business has not responded since their original response, which was to confirm I was owed a refund, to check my junk mail for their email and/or to call their customer service line. They said as much in their response to you. I checked my junk mail and called customer service, as per my previous response to you. Customer service told me they have no power to resolve the matter, their purpose is to provide information on how to get a refund only. Fitbit has essentially passed the buck to a ***** number which they know is a dead end. They believe this satisfies their obligation to respond to my complaint. It has now been almost 26 weeks since the refund process began and they deactivated my watch, rendering it useless.
The original response from Fitbit is attached to my initial rejection.

Sincerely,

***********************
Initial Complaint
Date:08/07/2022
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.
Loyal Fitbit user here for 5+ years. I received a message on 8/7 that my Sense needed to perform an update. I tried to do the update but it wasn't successful. I tried again on 8/8 and it was also unsuccessful. I called and spoke to a representative and it took a long time to rectify - I had to do a hard reset on my sense and had to deactivate and then add my Sense to the app again. All this in order to do an update - seriously??? I spent about 3 hours of my life, gone...just to do an update. Shouldn't there be an easier way? Then I though my Sense was synching very well so I called support again. Apparently, I lost an entire day's worth of data and there's no way to fix this, other than manually updating this - seriously? This is 2022, I shouldn't have to manually update anything, period. The manager I spoke to was not very nice. I've always support Fitbit, but the frustration due to your recent update and my lost data raises serious concerns. My next purchase will most likely be an Apple Watch.
Business Response
Date: 08/20/2022
Weve previously reached out to the customer and believe the case is resolved.
Initial Complaint
Date:08/06/2022
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 a Fitbit Sense in January 2022. Have reached out to customer service 3 times since for radically inaccurate flight of stair count (in the 60s when it is actually 1 or 2), but more importantly for inaccurate heart rate tracking. My Fitbit Sense often registers my heart rate jumping into the 140s or 150s when driving, making dinner, or watching TV. It also drops from the 150s or 160s to the 80s or 90s in the middle of a run. It credits me for sleep when I'm not even wearing it. The problem is that almost all stats are based off the heart rate measurement. Sleep score, calories burned, active minutes, exercise, stress management, etc are all based off of the heart rate. Without it and the flights of stairs, the only thing my very pricey Fitbit Sense does is count steps. My phone does that. Free promos in cereal boxes do that. I have been battling "customer support" continuously and have gotten little more than automated responses. Except for when someone had the sass to copy/paste this from the auto responses. "Were aware of it, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers."So Fitbit is aware that they are selling a product that does about 5% of what it's advertised to do and their solution is "yeah, we know."I have been a Fitbit user for most of a decade. Not because their products have been infallible, but because their customer service has made up for periodic failures. That is obviously no longer true.
Business Response
Date: 08/17/2022
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: 17683384

I am rejecting this response because:
Fitbit offered a replacement Sense. I replied and asked for a refund instead. I was told many times during the long saga of dealing with their customer service that what I encountered is a known issue with the Sense and there is no solution. So I have no reason to believe that a replacement will function any better. I am awaiting their response.

Sincerely,

*********************
Business Response
Date: 08/23/2022
Weve previously reached out to the customer and believe the case is resolved.
Initial Complaint
Date:08/06/2022
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.
We received notice of the Fitbit ionic recall and sent our 2 devices in mid June of 2022. We received an email on 07/14/22 that our refund was approved and would take 10 days. It is 08/06/22 and we still have not heard or received any of our money. It appears that we are not alone. They also offered a 40% discount code to purchase another product due to the recall, but the code didnt work and customer service was no help. Avoid this company at all costs. They are a scam.
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:08/06/2022
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 March 2022 Fitbit sent me an email recalling their Fitbit Ionic watches. I returned said watch in their PrePaid envelope which they received and noted on May 5th 2022.It has been more than 3 months now and to date no refund has been issued. I have called several times asking for an update but no one can give me a time-frame for the refund or a reason for the delay. When I asked to speak to a Supervisor the agent said that he/she would repeat the same thing that they are relaying.Fitbit has both their watch and my money, and it seems to me that they are in no rush to issue a refund. Desired outcome:To be contacted by someone either by phone or email who can answer my question as to "when I will get the refund for the returned watch?"Fitbit Refund Hotline Info:************** Order # ********** Ref. # **************** My Info:************************. # ************ email ************** Thank you for your cooperation.Sincerely,*********************
Business Response
Date: 08/17/2022
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:08/06/2022
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 and after a recent company launched software update, I could no longer see the tracker's screen outdoors or in the light, but only in darkness. I am requesting that FitBit replace or fix the Charge 3 tracker brightness issue. They offered me a 35% discount off of a new device but when I tried to use it the discount applied to the **** price of $149.95 and not the actual price of $119.95 listed on their website. In my opinion, this is a deceptive business practice.
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: 08/21/2022

Complaint: 17681637

I am rejecting this response because: As stated above, the company's "discount" is based on MSPR and not the actual selling price, which is much less. Plus I would have to pay for shipping. I can easily purchase the same product at say Macys with at a lower price and free shipping. A genuine offer would look lie this: the company offers 35% discount off of the actual selling price and free shipping. So I feel the offer is DECEPTIVE.
I realize the I have gone beyond the warranty period, but the brightness on the screen apparently never worked, and I didn't realize it until I started investigating it on the internet and comparing it to another CHarge 4. If the company stood behind their product, the would replace the watch for free. But I would accept a resolution if they sent me a new Charge 5 with no shipping fees, and I would be will to pay $80 plus tax (that's 35% off of the retail price of $120 - see Macys website.)

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:08/06/2022
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 85-year-old mother purchased a Fitbit on Yesterday. I tried to set it up for her this morning and it would not set up. I called and I first spoke to a ******, he was nice and tried to help me set it up but then came back and said that that was a recall and he would have to replace it. When it was purchased it is completely sealed non-tampered with and I offered to send him photos. He took my information to send out a new device to my mother and then said it did not go through and then put me on hold to go to a supervisor who told him it was too late to replace it we wouldve had of done it in December. We just purchased the watch yesterday. The supervisor was very unhelpful and very uncaring. She did not care that my mom was 85 and needed it for health reasons. She basically said youre stuck with it even though it was a recall. She was out of ******* and I asked to be transferred to the corporate offices in ***************** and she said there was no way for her to do that. I would like Fitbit to send my 85 year old mother a replacement for this brand new purchase. 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: 08/25/2022

Complaint: 17681413

I am rejecting this response because: No one has reached out to me from Fitbit. I would gladly take a phone call or an email from them to discuss what has happened or they can go back and listen to the voicemail and the person that I spoke with when I tried to get this resolved. Please let me know that you received this and once again I have heard nothing from Fitbit. You may share my email address with them and my telephone number. ************

Sincerely,

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

Customer Answer
Date: 08/29/2022

Complaint: 17681413

I am rejecting this response because: they follow me followed up with me this morning at approximately 2 AM or somewhere around that time, in which I replied. Pictures had been sent to them as requested and I asked them to go back and listen to the over one hour phone call with the customer service rep. I also asked if somebody from the executive office could contact me. I receivef three different emails this morning with the last one asking when could they call me and talk to me. I told him I would be back in Town on Friday, September 2 and they could reach me anytime during the day. I asked them instead of emails if they could have someone directly call me from the executive offices and I got a reply saying Yes that they would. No where did they state that they were standing by their original decision. We have not gotten that far. So unless theyre being untruthful with me, they stated that they would look into this further and someone would contact me on Friday.

Sincerely,

S *****
Customer Answer
Date: 09/12/2022

Complaint: 17681413

I am rejecting this response because: I received two different emails from Fitbit stating they would call me last Thursday or Friday, I requested someone from the executive team to call me and they said that they would have someone call me and no phone call was ever received. I will be out of the country until Wednesday night if somebody could call me on the 15th or 16th I will be able to discuss the issue. I had asked Fitbit to review the phone calls and to take care of the problem for my 86-year-old mother. I will await their call at ***********.
Again, I was promised a telephone call last Thursday or Friday which never happened. (I have the e-mails saved) Please reach out to them and let them know I am awaiting a phone call from them so we can get this issue resolved. I appreciate your time and attention to this matter.

Sincerely,

S *****

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Fitbit, Inc. is NOT a BBB Accredited Business.