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

1,225 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: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 was given a fitbit for Christmas 2021. It lasted less than 5 months. I called and they talked me into upgrading, spending an additional $160.47 to get a "better" product. That one lasted 2 months. It will not charge. It gets up to 23% and that is it. It lasted May 18th - July 20th, 2022. I reached out to Fitbit as I wanted to return for a refund as it was "SUPPOSED" to last more than 2 months and they have a 2 year warranty on their website. I don't want another piece of c*** that doesn't work. I just want my money back. I don't think it is unreasonable, especially as this is the 2nd one in 7 months. I only want the money I paid to upgrade..ha ha. They can have the original money. I also purchased extra bands and a premium membership in their app that I paid $80 for that is good until July 2023. What good does that do me when I don't have a watch anymore? They refused to refund that, but luckily Apple was willing to refund.
Business Response
Date: 08/15/2022
Weve previously reached out to the customer and believe the case is resolved
Customer Answer
Date: 08/16/2022

Complaint: 17641999

I am rejecting this response because:yes they feel it is resolved, but, unfortunately, I do not. I wanted my money back not another piece of c*** that will die within months.

Sincerely,

*********************
Business Response
Date: 08/19/2022
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 08/20/2022

Complaint: 17641999

I am rejecting this response because:they provided no resolution. I am happy to return for a refund. That is all I want.

Sincerely,

*********************
Business Response
Date: 09/13/2022
Weve previously followed up with the customer and stand by our last response.
Initial Complaint
Date:07/29/2022
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 have a Fitbit product that's currently under warranty; it broke so I attempted to contact Fitbit to resolve the issue. I emailed, but I received a reply that they no longer do email support. I called **************** three times, and was disconnected three times without speaking to a human. I dm'd them and was given no help and was given the run around. The person told me to contact ****************, and then ghosted me when I explained that I had.
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:07/28/2022
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.
Never received refund. I contacted the marketing company that is handling the refund Sedgwickbp by phone seven times and I called Fitbit customer service 4 times no resolution. I never received my refund as of today 7/28/2022.Case: Ionic Fitbit watch recall 3/03/2022 1) Product: Fitbit Ionic watch 2) Refund $299 3) Mailed watch back to Fitbit on March 2022 received reply by email on 4/13/2022 confirming eligibility and refund to come by 4/21/2022.4) Claim# ****************
Business Response
Date: 08/15/2022
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:07/27/2022
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 on December 14 2021 from www.fibit.com. A short time later my fitbits screen turned white and full of lines. I can't do anything with it. July 23 2022 I called Fitbit to have it fixed under warranty. They were easy to deal with and said that they would send me an email with the details on the warranty claim. I received the email and followed it exactly. Providing my claim # (hand written) in a short video with the Fibit while displaying the issue I am having. Four emails later the only response they give me is "Thank you for the video, can you try to send the video again, We can't play the video." I have have sent the video 4 different ways (the last as an MP4) along with pictures and they continue to dangle the carrot in front of me without further explanation. I feel like they are just giving me the run around with the most generic and lame responses providing no explanation. This is not typical behavior one might see from a multi billion dollar ******************* I am simply trying to get my replacement fitbit they said I would receive once I responded with the information the email.
Business Response
Date: 08/10/2022
Weve previously reached out to the customer and believe the case is resolved
Customer Answer
Date: 08/13/2022
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.
It is unfortunate though that I have to file this complaint with the BBB to get results. I will never purchase nor recommend FitBit again.

Sincerely,

***************************
Initial Complaint
Date:07/27/2022
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 fitbit informing me of a recall of Ionic Watches, I owned two. The email stated that I would be refunded $299 per watch, within 3 to 6 weeks, once they received the returned items. I shipped both watches on March 15th and they were received on March 21st. On April 20th I received a refund for one of the watches. On May 15th after not receiving a refund for the 2nd watch, I called their recall center. I was told they received my watch, that I had correctly registered and done all paper work correctly. I was told the delay was due to lack of staff to carry out the recall process. They said they would escalate my case but warned if I called and asked again to have my case escalated subsequent times, it would only delay my refund further. Nothing came of the escalation so I began to reach out to fitbit on social media. I have exchanged around 50 messages with them over the last three months. They apologize, get me to give all my information again, then just say, wait a bit longer or call the recall center again. I have asked for supervisors, managers or a complaint department, they tell me fitbit has none of those. I am soon to enter the 6th month of what was promised to be no more than a 6 week process. They wont return my watch and they wont send a refund. I feel they have stolen my property and I have no way of seeking compensation. Could you please help in some way? If I had known this would happen I would never have returned the watch. Its needed it to monitor my health. Now I am without it and cant afford a new one Fitbit Ionic Recall Registration Reference **************** * As I returned 2 watches I have attached the shipping receipt and the proof of delivery for both as I dont know which return was processed.
Business Response
Date: 08/10/2022
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: 08/11/2022

Complaint: 17632598

I am rejecting this response because:Nine days ago I received a response from Fitbit saying they were going to contact their refund center to find out the status of my refund. I sent a follow up email and four days ago was told they are still coordinating with their refund center to find the status of my refund. After 5 whole months of waiting and receiving similar replies, I can not in good faith believe the issue has been resolved. This is the same reply they have sent to many other customers, who are still without money. I have conformation they received my watch 5 months ago. I see no reason why I am once again being told to wait longer. I will only consider this resolved when they issue my refund.

Sincerely,

****************
Business Response
Date: 08/17/2022
Weve previously followed up with the customer and stand by our last response.
Customer Answer
Date: 08/22/2022

Complaint: 17632598

I am rejecting this response because: First I want to thank you ****** for your help in this matter. A quick look at social media will show you there are ****s of us worldwide with this same issue with Fitbit. They are all being ignored by the company.

My complaint against Fitbit was that they took my watch in a recall and did not refund me within the 6 weeks they promised. It is now 6 months later. Attached is the last correspondence from them claiming I have not received my refund because of an unforeseen delay in processing the refund. They are now asking me to wait until August 27th to receive my money. This is basically the reason I wrote to you, constantly being told to wait a little longer. I still have no idea when they will issue this payment. Despite what the email says, they do not reply to my follow up questions. I only hear from them after you have contacted them.

Once again I have to state, I can not in good faith take their word, so will only consider this case closed when I have the money issued to me.

Sincerely,

****************
Initial Complaint
Date:07/27/2022
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 recall of ionic watch. Fitbit said they would issue refund. I sent the watch in March 2nd. Fitbit acknowledges they received it. Fitbits reps said they did an escalation 3 times and I have not received a email or call from anyone. I was advised from the lady i talked to that they are a 3rd party call center and can not control what Fitbit does. I believe they will not refund our money for the watch despite the public claim for a refund. In light of NO information being provided to customers due for a recall refund - I suspect they are fraudulent and never intended to return our money. I can provide my case number if someone WITH FITBIT would contact me.
Business Response
Date: 08/10/2022
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: 08/10/2022
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 should not have had to file a complaint to get a response for FitBit.
I will let everyone know how long it takes for me to receive my payment!!

Sincerely,

***********************
Initial Complaint
Date:07/27/2022
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.
Received a Charge 4 as a Christmas gift in 2020. On July 25, 2022 the band came off the Charge 4 during the night. The plastic piece on the Charge 4 itself to which the band attaches broke off. I called and tried to explain what happened and was told it was a warranty issue and I would be getting an email. I don't want the 35% discount, I want to know why this can't be fixed as it is clearly a product issue. I completed an online chat today and again no resolution and was told I could file the complaint when I filled out the survey. No one is listening or caring! Without the band being able to be attached, I cannot use the Charge 4.
Business Response
Date: 08/10/2022
Weve previously reached out to the customer and believe the case is resolved
Customer Answer
Date: 08/10/2022

Complaint: 17631342

I am rejecting this response because:
I am asking for a replacement for my Charge due to poor design and quality. If this tracker was meant to wear while exercising and it fell apart during sleep after 1.5 years then there is a problem with the product. I was offered a 35% discount off the Charge 5 regular price. That is the extent of feeling they solved my issue. At $150 I feel the product has issues. I am a 71 yr old who wears this to track my steps and sleep. I am not submitting the Charge to excessive wearing issues.

Sincerely,

*******************
Business Response
Date: 08/17/2022
Weve previously followed up with the customer and stand by our last response.
Initial Complaint
Date:07/26/2022
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.
CASE #******** ORDER #GS.0444-7426-8386 REIMBURSEMENT REQUEST REQUESTED AMOUNT: $250.36
Business Response
Date: 08/10/2022
Weve previously followed up with the customer and stand by our last response.
Initial Complaint
Date:07/26/2022
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 was recalled in March. I was told by fitbit in order to get a new fitbit or a refund I needed to mail them back the fitbit, in the packaging they provided. My watch was received by them on March 30th and they began processing the refund on April 14th. I have contacted the fitbit recall number for the ionic recall on numerous occasions. Often times I have been placed on hold for over 25 minutes. I was told I would receive my refund in 3 to 6 weeks. It has now been 15 and my recall has not been processed. Everytime I call i get the run around. My reference number is 2022 **** **** ****.
Business Response
Date: 08/09/2022
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: 08/12/2022
I have heard this for 4 months. How. Long does it take to issue an electronic refund. Definitely not 4 months. More smoke and mirrors.
Business Response
Date: 08/17/2022
Well continue to work with the customer towards a resolution within the scope of our policies.

Customer Answer
Date: 08/18/2022

Complaint: 17627785

I am rejecting this response because: The scope of your policy was that I would receive my electronic refund within 3 to 6 weeks from when I, the consumer, sent back a watch that I , the consumer, paid for. You have now had my watch, that I paid for, and my money that you owe me for a faulty watch for 18 weeks. 18 weeks! 4 and 1/2 months! It has taken that long and I still have nothing. No watch and no money for said watch. Please explain to me how a multi billion dollar company can take that long to provide a refund of $299. You have more or less stole my watch and my money. If I owed you money you would send creditors after me and would have the ability to negatively affect my credit report and ultimately my life but you as a billion dollar corporation think you can do whatever you want with no consequences. Wrong.

Sincerely,

*********************
Initial Complaint
Date:07/26/2022
Type:Sales and Advertising 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 has shady business practices and steals money! They forced me to sign up for their "Premium" app when I upgraded my device, even though I already had a free account and didn't care to upgrade, but wasn't given an option not to. Now, without warning, they charged me $9.99 a year later for something they forced upon me and I didn't ask for, want or need! They shouldn't be allowed to charge people for things they were FORCED to take "FOR FREE TRIAL" then charge with no warning nearly a year later! I used this PayPal account to pay for my new device, not to sign up for their 'free' app! They are liars and thieves!
Business Response
Date: 08/10/2022
Weve previously reached out to the customer and believe the case is resolved

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Fitbit, Inc. is NOT a BBB Accredited Business.