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:08/04/2022
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've gotten the Fitbit Charge 5 Watch in November of 2021 as a Sale. I Paid $130 for the Fitbit. When I got this, I first experienced having trouble changing the watch face on the Fitbit App. I contacted support regarding that issue and the only thing they basically said was that I was on my own on that issue. It was later fixed weeks later and I was able to change the watch face, only finding that the watch faces were worse than any other Fitbit clock faces in the past. I wasn't impressed. The build quality of the watch is weak too. About a week ago, I swiped my arm on a surface and from that the screen on the Fitbit cracked. Seeing how easy the screen cracked was a big disappointment. 2 Weeks before it cracked, my Fitbit stopped syncing with my phone, so all my data including sleep data and my steps were lost, days worth of it. The Fitbit is still under it's 1 Year Warranty too.
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: 08/17/2022

Complaint: 17674827

I am rejecting this response because:I expected a more of a professional response from this issue. I understand that the Company has received my case, but doesnt provide a final solution.

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: 08/25/2022
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.

Sincerely,

*****************************
Initial Complaint
Date:08/04/2022
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 recall on the Ionic watch this year. I returned my watch and received an email on June 8th, 2022 stating that my watch was received and processed. It was verified to be one of the watches affected by the recall. The email stated that they would process my refund within the next 10 business days and send it to me the way I had selected. I still had not received the refund at the end of June so I called the recall center. They told me that the refunds take 3 to 6 weeks. So I waited until it had been 6 weeks and called again. They escalated my case in July. I have called the refund center 3 times since then and they continue to escalate my case which means nothing. The only information they provided is scripted. The recall center is ran by ******** which I guess is hired by Fitbit. I have also attempted to call the Fitbit warranty department. They can not provide any other information and also escalate my case with the recall center. They also read from a scripted sheet and provide no information on when we can expect the money from the recall. They will not transfer your call to any manager or anyone working on the recall that actually has any information on this recall. When communicating with the people at the recall center (Sedgwick) they were very rude. Also the communication with ***** at Fitbit was not pleasant today either. He did not care that I had a problem and as not offering any solutions to fix the problem. He even told me I could stay on the phone all day but that he did not have any other information. I have wasted a lot of my time making phone calls to fix this situation.
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:08/04/2022
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 Ionic several years ago. This year Fitbit released a recall on Fitbit Ionic watches. I returned mine as instructed. They received the return. I received an email on June 1st, ************************************************************************************************** the recall. It stated that they would process the refund within the next 10 business days and send it to me by the method I selected. Sometime at the end of June I noticed I still had not received the refund. I called the recall center. They told me it would be 3 to 6 weeks from the initial email. Since then I have called the recall center 3 times and they just read from a script pretty much saying it is processing. So yesterday I attempted to call Fitbit service center. They escalated my case which the recall center said they did every time I called. The guy told me to call back today if I had not received an email. I never receive a returned email or a phone call. All I am asking is that someone can give an update as to where the money is and when I will get it. All the Fitbit lines I call and the recall center all just read from a script.
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:08/04/2022
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.
In March of this year Fitbit sent a voluntary recall on their premium smartwatch (ionic). The deal was to send the watch back and in 6-8 weeks you would receive a ****** refund. I have been waiting and contacted them on multiple occasions and they continue to say keep waiting. Its been 5 months.
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: 08/24/2022

Complaint: 17671476
Times
I am rejecting this response because: I received an email saying it was escalated however no reply since. I have asked for status and no reply. All I want is what was promised.

Sincerely,

***************************
Business Response
Date: 08/26/2022
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 09/01/2022
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 received a virtual credit card and it appears to be working.

Sincerely,

***************************
Initial Complaint
Date:08/03/2022
Type:Customer Service 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 received notice that there was a refund of the Fitbit Ionic tracker. The notice indicated that we should return our tracker and wound receive a $300 refund. It also provided a discount to purchase a replacement tracker, which still ended up costing approximatey $189. We promptly returned our item, as instructed by Fitbit and purchased a replacement, relying on the companys assertions that they would be sending a refund of $300 within 4-6 weeks. It has now been over 10 weeks and we have still not revised a refund. The replacement tracker we received is subpar. We have contacted Fitbit multiple times to inquire about when we will receive the refund and they will not provide any answers. I spoke with their refund center today and was told that this is happening with many, man customers, and they have no idea what is going on with the refunds, when they will be issued, and what is going on. Fitbit has provided no notice or correspondence that they will not be delivering or fulfilling what they promised and what consumers relied upon. We made our purchase for a replacement with the understanding that the refund would be received in the time indicated and relied upon the receipt of those funds. Fitbit has stonewalled its customers and will not provide any answers. The customers detrimentally relied upon their assertions and promises, and in fact made purchases as a result of those. I am asking for assistance for myself and they other customers to receive my refund and make Fitbit accountable to its customers.
Business Response
Date: 08/12/2022
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:08/03/2022
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 sent Fitbit my Ionic smart watch as part of a safety recall. I was promised a $300 refund. Fitbit processed the watch and refund on May 18, 2022. I've been given many stories about the process, progress, and issues with my refund. I was supposed to have my refund in 3 to 6 weeks. Its now been months and I still don't have a refund. Every time I call I get a different excuse from customer service and management. I was even told a couple times that my refund was canceled June 10th. I was then assured during a different call that was not true. I've been told my refund would be delivered within a day and I've been told there is no timeline for my refund. My case has been escalated at least two times. Still no resolution and no refund. Fitbit has stolen the Fitbit watch I paid for and I want the refund they promised.
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:08/02/2022
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 for safety issues with the battery. I returned my Fitbit in March to receive a $299 refund. I have called five or six times and no one seems to give me an answer as to why I havent received my refund
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: 08/17/2022

Complaint: 17662494

I am rejecting this response because:

Sincerely,

*********************************** I have called over 10 times in the last 4months.. I keep getting the run around to call this number, call that number.. no one gives me a straight answer. When I want to speak to a supervisor, there is never one available.! I would just like the $299.00 for the recalled Fitbit that I returned to them 5 months ago!
******************************;
Business Response
Date: 08/19/2022
Well continue to work with the customer towards a resolution within the scope of our policies.
Initial Complaint
Date:08/02/2022
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 Ionic Watch Recall Promised recall amount $329.00 Date of Notice 5/26/2022 Refund to be processed within 10 business days of notice on 5/26/2022 per email that is attached at bottom of this.As of 8/2/2022 we are now 10 weeks with no refund 4 calls to date to the refund center and each time I get a different answer. I have been told "it takes 6 weeks from the date of the refund being approved" and "third party has my money and they are behind in dispersing funds" 8/1/2022 Ask to speak to a supervisor for resolution but was left on hold for 50 minutes at which time I disconnected the call.See original email below.From: Fitbit <**********************************************>Date: Thu, May 26, 2022, 8:56 AM Subject: Fitbit Ionic Refund Update - **************** To: <*********************>Dear Valued Customer,We received and processed your return and verified your device is one of the impacted devices. Well process your refund within the next 10 business days and send it to you by the method you selected during registration. As you own the Fitbit ************ edition, youll receive a refund of $329 USD.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.Your safety is always our top priority. Thank you for your continued support and being a member of the Fitbit family.Note: Look for an email with your payment information:PayPalthe sender is PayPal and the email will mention a payment from the Fitbit Ionic recall Debit card or gift cardThe sender information will mention the Fitbit Ionic recall
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:08/02/2022
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.
I purchased a Fitbit Versa 3 online at fitbit.com on July 9, 2022. With the smart watch came a 6-month free Premium subscription. While I do not recall choosing the option, Fitbit charged my $19.99 for an additional 1 year Premium subscription. Once I noticed the charge on my credit card statement (on 8/1/22), I called Fitbit and requested a cancellation and a refund of the subscription, They immediately canceled the subscription but told me they could not refund the cost of the subscription. The Terms of Service for Fitbit (as posted on their website) allows for refunds to be issued in 2 ways - 1) before a free trial ends, and 2) at the discretion of the company. I requested a refund under both conditions. Since I purchased the smartwatch on 7/9/22, the free trial would not end until Jan 2023. I requested a refund on 8/1/22 and 8/2/22. Even if Fitbit will not uphold the terms of their policy (which they should), they still have the discretion to issue a refund. They will not. I believe Fitbit is operating in bad faith and not abiding by the terms of their own policy as made available on their website (see https://www.fitbit.com/global/us/legal/terms-of-service)
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: 08/18/2022
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.

Sincerely,

***************************
Initial Complaint
Date:08/02/2022
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 Ionic recall. Sent watch in in March. They said recall payment would be made in 4-6 weeks. Called on May 25. Said it was received and processed. Backlog, so it would take another week or two. Called June 11th, said it was received and processed. Backlog, refund would be sent mid July. Called August 2nd (today) said Fitbit was an unknown device and no refund will be issued. Asked to speak to supervisor and was put on hold for over an hour and 10 minutes. Asked for a call back and have been ignored. I know its only $299 , but the watch was working perfectly. Sent it in because it was my wifes watch and had a fear of the battery causing a burn. I did everything Fitbit asked me to do and now I feel as though they are cheating me out of my money. If theyre ***** it to me, how many others are the doing it to? Thanks!
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: 08/22/2022

Complaint: 17659425

I am rejecting this response because:

Sincerely,

*********************
They still have not contacted me.
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: 08/27/2022

Complaint: 17659425

I am rejecting this response because:

Fitbit sent a generic email. The phone number they gave sent me back to general support. I spoke with **** and she had no clue what was going on. I asked to speak with a supervisor. I was able to speak with a supervisor today (******)and she was helpful. She stated that for some reason my Ionic was listed as unknown. Previously I was told the same thing, after I gave them the serial number, they told me that everything was fine and I could expect my refund. She said she would look into it and get back to me in a few days. She still hasnt gotten back to me. Your email stated that I have 5 days to accept or reject. Maybe they need a little more time, I just wanted to keep you informed. Thanks
Sincerely,

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

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Fitbit, Inc. is NOT a BBB Accredited Business.