Complaints

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

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  Fitbit, Inc.

  199 Fremont St San Francisco, CA 94105-2245

• 

  Fit Bit

  2670 Executive Drive Indianapolis, IN 46241

• 

  Fitbit

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

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:08/02/2022

  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 received an e-mail that Fitbit had recalled the Ionic fitbit which I have. I returned it with the packaging they sent me by registering the refund through their recall website. They stated they issued the refund to my email on April 8, 2022 but I have not received it. I have been calling for months now and still no refund. They keep escalating the status of my inquiry but I still haven't not heard back about it. The refund was supposed to be $299. This is getting ridiculous.

  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

  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.

  This is in regards to the Fitbit Ionic Recall: -I registered on the Fitbit Ionic Recall website. on 5/10/22. -I sent my Fitbit Ionic in before 5/15/22. -I received a code that I can use for discounted Fitbit products on 5/10/22. This expires in 90 days, so around 8/10/22. I will not be able to even use that code, because I have yet to receive my $299 refund. -On June 8, 2022, I received a notification that Fitbit has received my Ionic and processed processed my return. It says "We'll process your refund within the next 10 business days and send it to you by the method you selected during registration." -I have called the Fitbit Recall phone number 3 times now. -My first call was on June 29, 2022. I spoke to them for 7 minutes, and they assured me that it would soon be refunded. -The second time I called was on July 8, 2022 for 10 minutes. I spoke with the person, asking when I will receive my refund. I wasn't getting any answers from her, so I asked to speak to the manager. She kept coming back on telling me that she was still trying to find someone. She never did find anyone. -The third time I called was on July 15,2022, I was on the phone with them for 35 minutes. I asked to speak to a manager. I was I was told that they just aren't picking up. I stayed on hold waiting for at least 20 minutes. Finally, the person I was talking to said that when they said 3-6 weeks, it meant 3-6 business weeks. I guess 3-6 business weeks doesn't include weekends and holidays. It means 42 business days. I have never heard business weeks being counted like this. I told her that they should have said business days. Well, my 42 business days are up, as of Friday, July 29, 2022. No refund yet.

  Business Response

  Date: 08/12/2022

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

• Initial Complaint

  Date:08/01/2022

  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 received a Fitbit Versa watch for Christmas in December 2019. I hardly wore it that following year (2020), due to being at home inside during the Covid pandemic. I started wearing it more frequently in January of 2021. In March of 2022 (a little over a year later) it stopped working. Fitbit replaced it in April 2022 for a new one, a Versa 2, at a discounted price of $116.97 plus tax. On July 27, 2022, three months after I received this new one, it stopped working. There were tiny pixels all across the screen. I called Fitbit and they said they would replace it. I received the replacement today, August 1, 2022. My replacement watch is a refurbished watch. I called Fitbit today and spoke to ***** in escalated customer service. **************. ***** told me she sees nothing wrong with replacing my watch with a refurbished watch. I told her this watch was only three months old and it is under a one year warranty. ***** told me they could send a refurbished or a new one but they never know which one was going out. I feel that when something stops working within the warranty timeframe that it should be replaced with a new item. I do not feel that I should be getting a refurbished watch. I asked ***** to refund my money and I would send the refurbished watch back. She told me that was not possible.I have lost all regard for the quality of a Fitbit product. For the price that you pay they should last more than three months. And I do not feel that I should settle for a refurbished watch.

  Business Response

  Date: 08/20/2022

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

  Customer Answer

  Date: 09/19/2022

  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. However, they did not follow through from the beginning. Fitbit told me that they would replace my defective Fitbit Watch. They told me I did not need to send my watch back and they sent me a refurbished watch. I do not want a refurbished watch, I want a NEW one. (My watch was only 3 months old when it malfuctioned)  I sent them the refurbished watch back and NEVER received a NEW Watch. After my numerous emails to Fitbit, asking where my NEW watch is, they now claim that I need to return the band and charger (which was not originally requested). I am now questioning if once i send back my charger and watchband, if they will send out my NEW watch. If they would have stated from the begining that they needed everything sent back, I would have gladly done it. They originally told me I did not even need to send the watch head back. There was a lot of miscommunication on their part. 

  I do not trust Fitbit's word, but I will return these items and hope they send me the NEW watch. I will never again purchase a product from FItbit. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/01/2022

  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.

  Returned Fitbit Ionic watch due to recall, since 3/25/2022 when they received the watch I didn't get refund $300.00. Calling weekly to provided # ************ hawkmarketplace.**m - every time given different information, looks like a scam , they are unable to track payment schedule, 4 times escalation was done- nothing.As of today Fitbit ** got my watch in their possession and didn't issue the refund.

  Business Response

  Date: 08/14/2022

  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: 08/14/2022

   
  Complaint: 17654298
  
  I am rejecting this response because:They always responds without status of payment, its been 5 months already without any actions,unable to reach anybody responsible for refund,need compensation for my personal property 

  
  
  Sincerely,
  
  ***********************************

  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: 17654298
  
  

  I am rejecting this response because:I NEED A REFUND,NOT JUST RESPONSE WITHOUT ANY DETAILS OF PAYMENT
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/01/2022

  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 5 in January 2022. It worked fine, with no issues until July 2022. The company claims that the device is water resistant up to 50 meters, I went swimming with it and it completely stopped working. An exchange is not feasible through the retailer due to the expiration window. I've contacted Fitbit customer service through their chat and social media, and both required me sending them videos of myself completing their troubleshooting instructions. I think this request is an invasion of privacy. They told me they cannot go any further with trying to resolve the issue unless I send a video.

  Business Response

  Date: 08/18/2022

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

  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:07/31/2022

  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 use my fit bit to track my sleep, I contacted fit bit on several occasions ,the ionic that I previously owned was recalled, I replace it with a sense around 3/5/22 fibromyalgia the company,it stopped working about 3 weeks ago. Fitbit replaced that last week,that sense does not power on. I contacted Fitbit yesterday and was told I would get an expedited new sense(not refurbished) I never received the email so I called 7/31/22 with multiple disconnections. I finally talked to ******, he said I would have to mail it back before I could receive a replacement,they did not do that previously, I asked to speak to his superior,he said he was it. I dont care about the non working Fitbit back, I want to receive a working sense 1st!

  Business Response

  Date: 08/14/2022

  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: 17649405
  
  I am rejecting this response because: I have both sense back with no replacement,I should have received a working product by now
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/20/2022

  Weve previously followed up with the customer and stand by our last response.

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17649405
  
  I am rejecting this response because:I still dont have a working Fitbit sense
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/30/2022

  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 the Fitbit charge . We was to send the Fitbit back and then we would get a emerald **** or a PayPal reimbursement. I sent it back the tracking proves it wa are turned to the company I was to send it to .. I got a receipt saying it was processed and would start the refund on may 26th 2022 . I called several times to get different answers in was master **** denied it , next was the email was wrong , then now there saying there was never a return ?

  Business Response

  Date: 08/14/2022

  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: 08/15/2022

   
  Complaint: 17646736
  
  I am rejecting this response because: The email made no sense when it regards my refund. I have sent u there email as well. As my response to then, thank you for your time and help.

  
  
  Sincerely,
  
  *********************************

  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: 08/20/2022

   
  Complaint: 17646736
  
  I am rejecting this response because: they just te sent me the same message with a new name attached to the bottom 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/30/2022

  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 was informed if recall of fitbit iconic and was to send in watch and receive refund. I received an email saying my refund would be deposited to my paypal. I have called the 800 number 2 times as it states should receive refund in 10 days. It has been about 2 months now. They claim it is pending and they have no other way to check on it. I have left Comme t on their ******** page and no response just like many other customers have done.

  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:07/29/2022

  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 has a recall I sent for my return kit back in March. I returned my Fitbit at the end of March it was processed on April 28th and I still have not received my money it's supposed to be $299 put in my PayPal account. I have called every two weeks since I constantly get the runaround they claim they are putting in Urgent requests for somebody to call me I just called 3 weeks ago and they said someone would call me again within 7 days has not happened so here I'm out of $299 Fitbit that is returned and for whatever reason I can't get my money when you call that department to talk to somebody they tell you the same thing it's processing it says it's supposed to process in 4 weeks so that should have been back in May so they keep telling me that somebody will contact me and they'll resolve it and nobody has. I'd either like my Fitbit ionic back because technically it worked they recalled it I paid $299 for it they gave me a coupon code to buy a new one but they're not refunding the money for what I returned

  Business Response

  Date: 08/16/2022

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

• Initial Complaint

  Date:07/29/2022

  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 have registered my Fitbit Ionic Recall as per the policy of Fit Bit with recall Reference **************** and got confirmation by email on Apr, 25, 2022 that they had verified my account, disabled device syncing, and will issue your refund within the next 3-6 weeks. and I will get my Refund of $329 USD. On July 17, 2022, I call on there Recall no. ********** and spoke with call centre representative, inquired about the refund, I was surprised to here that the had send and email with link to receive the refund.This email I have never received and the representative agreed that there are so many customers who is facing the same issue.On asking about that i want to file the complaint regarding this the representative said they dont have any complaint mechanism at FITBIT and cant provide me with the complaint no.I'm also surprised to see that company doesn't have timeline to resolve customer issues.I have also marked email to the company CO- Founder ******************* on the same day regarding the issue and still waiting for the revert.Today also I called at their Recall no. ********** and the recall centre representative again said that he dont have any update for me and I have to wait.Time line is still missing and they again dont have any mechanism for handling complaints.I feel like I got cheated and Fitbit dont want to refund my hard earned money.

  Business Response

  Date: 08/16/2022

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