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

1,226 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:07/26/2022
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.
Recall Refund. Fitbit sent me a email regarding recall on one of their items that I owned and recommended it be sent in because of a recall and that the item would be fully refunded. I sent them my Fitbit watch ($299 value) and they processed the item and said I would receive my refund within 10 days. That was May 26th. I contacted Fitbit by phone in early June and they said I needed to wait longer. I followed up via phone call end of June and they told me I had to wait another 6 weeks. It has been over 60 days since they received and process the item for a refund and they keep telling me to wait longer to receive the refund. Thank you Fitbit Ionic Refund Update - ****************
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.
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.
On March 2, 2022, Fitbit announced a safety recall of Ionic watches because some of it were exploding on customer arms and we were asked to stop using it immediately. Fitbit was offering a refund of $299 USD and we should ship the watch back to Fitbit. The refund would be processed 3 to 6 weeks after they receive the device.Timeline:3/23 - I dropped the device at *** store 3/26 - *** sent the device for delivery 4/25 - Device arrived at ********************** Warehouse 5/4 - Device processed for refund.I should get my refund 3 to 6 weeks after 5/4 and considering the worst case scenario (6 weeks) I should have got my refund on 6/16. I called the *********** several times trying to get an answer about when my refund was going to be processed and the agents just cannot provide a concrete answer.I am seeing on social media that Fitbit is doing that to a lot of other people as well.All this information can be found on: https://help.fitbit.com/en_US/ionic.htm I am here asking for BBB to help me get my refund. I don't think it is fair with a customer to follow all the procedures indicated by this company and now they have my defective device, I don't have my device and neither my money to buy a new one.PLEASE HELP ME!!! They were acquired by ******* so who Am I to fight with a big tech company like ****** without the help of an organization like yours?Many many many thanks in advance,*****************************
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: 08/10/2022

Complaint: 17626554

I am rejecting this response because:it is too vague. I was supposed to receive my refund more than a month ago and they have never, ever, contacted me although I have called the contact center several times and were told that my case was going to be escalated and someone would contact me.
if you search at ******* you will see lots of people with the same complain. Fitbit is ignoring everyone. We were all scammed by Fitbit.

Sincerely,

*****************************
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: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.
Returned a defective fitbit ionic in March of this year & was to receive a refund of ****** never received ****************** I call or email I keep getting the run around.
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.
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.
The company Fitbit has recalled all of their ionic watches due to a malfunction of the device and possible harm it can have on the person wearing the watch. I turned my ionic watch in on June 6th 2022 it is now July 26th 2022. The company promised a refund between 3-6 weeks after receiving the device. Ive contacted Fitbit on the matter multiple times and could not get a straight answer until last week. The representative said my watch was not received till June 22nd even though it was sent out on June 6th. Refund was to be received 3-6 weeks after the return of the watch and I still have not received my refund to purchase another watch. Many people rely on these watches for health reasons and fitness goals such as myself. I am very disappointed in the company for not handling this recall and refund better.
Business Response
Date: 08/11/2022
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:07/26/2022
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 bought an Fitbit Ionic and it was recalled. I did not find out about the recall until after my watch stopped working and I tried to get warranty repair. They told me I had to send it back for a refund. I sent it back and they show receiving my Fitbit Ionic on May 24, 2022. They told me it would *********** weeks to get my refund. I waited the six weeks and did not receive my refund. I called and they told me there was an issue processing my refund. I asked how much longer it would take and they told me 3 more weeks. Again no refund was received and I called back. Now they are telling me there is an issue and that they do not know when I will receive my refund. The bad thing is my wife sent her Ionic back a week after I did and she has already received her refund. When I call and talk the Fitbit they say they cannot tell me anything because they don't know anything. I would like my refund please.
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: 08/10/2022

Complaint: 17625686

I am rejecting this response because: they have been telling me that they will be looking into this matter since Feb and they told me they would call me but I have not heard back from them.

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.
Customer Answer
Date: 08/19/2022
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.

Sincerely,

*******************************
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.
I was sent an email on March 3, 2022 that there was a recall on my fitbit and that I needed to send it in, I was told I would be receiveing a refund so that I could purchase a new fitbit. I mailed my fitbit back to the company, they received it on March 31, 2022. They told me that it would be 3-6 weeks for processing. When that 3-6 weeks came and went I called to inquire about my refund. I was told that my package hadnt even been processed yet. it was still sitting in their warehouse, I was also told that since I called in, they would escalate my issue and to call back. This has been going on for months, and still nothing has been done, no one has reached out and tried to recitfy the issue at all. I received a code so that I could purchase another fitbit, this code was only good for 90 days, that has come and gone as well. So not only have I not received a refund, the code that was given to me for a discount on a new fitbit cant even be used because I couldnt use it within 90 days. None of this is my fault, I feel like I am getting the run around from the company, and they arent trying to resolve the issue at all. I didnt know who else to turn too as no one fromn the FItbit company is willing to help me.
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.
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.
?Hello Fitbit had a voluntary recall on the iconic watch. down below you will see the message 03-02-2022 06:13 - edited ?03-02-2022 07:18 ionic_product.pngFitbit, in conjunction with the US Consumer ************************* (CPSC), announced a voluntary recall of Fitbit Ionic smartwatches, which the company introduced in ***************************** 2020. The battery in the Ionic smartwatch can overheat, posing a burn hazard. The health and safety of Fitbit users is our highest priority. We are taking this action out of an abundance of caution for our users. We will offer a refund to Fitbit Ionic customers.This voluntary recall is specific to Fitbit Ionic devices. It does not impact any other Fitbit smartwatches or trackers. If you have an impacted Fitbit Ionic device, please stop using it and visit our webpage where youll find:Answers to common questions Information on how to receive a refund Access to a special discount on select Fitbit devices, bands, and services, if available in your region, for a limited time.Well i returned my watch on April 19, 2022 and still no refund of $299.99 i have called them 6 times and keep getting the run around and no money back. if you look up complaints about this you will see at least 225 pages. i do not know what else to do i just want my money back since i returned my watch. I have called the fit bit recall line at ************ and i get told that it has been escalated every time. this is so unfair, i do not have money to be throwing away. HELP.....
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.
Initial Complaint
Date:07/25/2022
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.
Due to a Consumer Product safety advisory to prevent injury I returned my Fitbit Ionic device. On May 26, ********************** received my device and on June 8 I received an email stating that fact and to expect a refund to be processed within 10 days. To date I have not received my refund or an explanation the delay. I believe that Fitbit has no intention of sending me my money.
Business Response
Date: 04/11/2023
Weve previously reached out to the customer and believe the case is resolved
Initial Complaint
Date:07/25/2022
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.
FitBit did a full recall of their Ionic product. I was instructed to request a return package and resister my device. I did that on 03/14/2022 Reference: **************** I received the return package and sent it. On 04/27 I received confirmation, they received it through an email. It said the refund would be processed in 10 days. It is now 07/25/20222 and I have received nothing.I did use the helplink in the email to contact FitBit https://www.fitbitionic.expertinquiry.com/contact-us And I called them at ************ on:June 1st @12:16 PM- I was told that the email for my refund was sent on 05/04/2022. With the representative on the line I went searching. I tried Ionic/Fitbit etc. Nothing. Then I am told it was sent from some company called ************** or ********** (something like that) with the agent on the line still zero emails. I am told that I need to search through filters etc. and locate it. I had already tried that so I asked for the SAME Email to be resent. To do that they needed to "escalate that". Fine do that. Agent said someone would be in touch.No one was in touch.Called again 06/07 @ 2:42 hung up on after 15 min hold, 3:04 hung up on after 2 min, 3:07 talked to an agent went through whole thing again and asked for supervisor. Told all in meeting will call back. Nothing.Called again 07/08 at 11:08 and after more than 20 min got a lovely supervisor who explained that all they can do is fill out an escalation and send it over which they do at the end of every night. They don't actually work at Fitbit. So fine obviously its a mess and I am not the only person complaining. I resolve to be patient. Today is 07/25 they confirmed receipt on 04/27. Still nothing. They said the email was sent but I went all the way back even into my deleted archive and there was never an email. I just want the refund they owe to replace the Fitbit that was defective. I now feel like I will never get my refund from them.
Business Response
Date: 08/08/2022
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: 17622370

I am rejecting this response because: I still have no refund. I have an email about removing it from my account and the refund will be sent in 1 to 2 days and that was 3 days ago. Still no refund.

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.
Customer Answer
Date: 08/19/2022

Complaint: 17622370

I am rejecting this response because: It IS NOT A RESPONSE. It is another blow off just like their last response. In fact it is their previous response. So far all I have gotten is 2 emails identical asking if they can remove my ionic from my fitbit account which I have consented to. Then I got another email exactly the same and a follow up saying never mind that email.
What I have not received is the promised refund all of the emails mention will take 2-3 days. There response is a non response. .

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: 08/29/2022

Complaint: 17622370

I am rejecting this response because: I still have no refund and the email mentions disposing of the Ionic that they have possession of. They have acknowledged they have possession of in previous emails also attached to this case.
Again I am being told 2 to 3 weeks while having previously been told that several times and still no refund. I do not want this closed until I actually get the refund they owe to me based on their policy for the recall.

Sincerely,

***********************
Initial Complaint
Date:07/25/2022
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.
Im filing another complaint and have not reached out to Fitbit for resolution because Im protecting my mental health. The replacement Fitbit they sent is even more defective then the one I was warranted under and asked for a replacement and it took filing with the BBB to get it resolution. The current product they sent has two vibrate functions. I typically keep mine on low as it triggers my startle response from being in *********** OEF. No matter how many times I switch from low to high, it keeps it on high- or whatever words they use. Also, when Im on a call now, it vibrates nearly every two minutes, telling me Im in a call. It took me a few times to figure out and a lot of frustration; when you hit clear, it drops the call. When a person has been on hold forever, and finally gets a person and the call drops because I hit clear because the stupid thing keeps vibrating; is infuriating at best. Other times, it doesnt notify me of a call or text and sometimes it does, even though I have the settings turned on. Ive uninstalled/installed the app twice now and down two hard resets. No change. They sent me a worst replacement and I was under warranty. I would like a properly working device that does not trigger my post traumatic stress and doesnt drop my calls because its continues to vibrate which as a trigger. Ugh! This company! Im frustrated and disappointed. Any help is appreciated. Warmest Regards
Business Response
Date: 08/08/2022
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: 08/08/2022
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 would like it kites that the stalling and begging to not report my defective device, wore down my remaining warranty time. In their response, they offered a one rime replacement and made an exception due to my warranty being expired. Had Fitbit been more timely in their response and stopped repetitively sending help articles as a potential stall tactic, this would have gone much smoother. Enough of us will leave the platform if my final replacement is defective as I will be switching brands. Im grateful for the resolution, ********** the replacement will be new and not defective again, and that I may continue to enjoy Fitbit and renew my Premium subscription. If defective, I give up on Fitbit, with disappointment.

Sincerely,

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

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Fitbit, Inc. is NOT a BBB Accredited Business.