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

1,231 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:07/25/2022
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 received a notification in may that my Ionic Fitbit was on recall because of it either catching on fire or simply burning people wearing it, and would get a refund of $299 if I sent it back to the company. I mailed it back on May 5th, May 6th I received an email with a reference number: ****************. On 5/26/22 I received another email saying, 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. I called in the beginning of June to see where my refund was. I was told that it would take 11 weeks to get the funds.I called today 7/25/22 at 1:00 to see if I was going to get my refund. I was informed that my refund was canceled. That the guy I was speaking to on the phone would have to escalate my information. But he wasnt able to give me any more information on the escalation or as to why it was canceled. I feel like the Fitbit company screwed me out of sending my watch back to 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.
Initial Complaint
Date:07/25/2022
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 contacted me about a product recall of one of their watches. I sent it and they received it on May 31.I was told to expect a refund by June, then when that date passed, I was told early July then when that date passed, they told me late July, When I called today, they said there was a delay and they couldn't give a date.My product was working fine, I am beginning to question if the recall was just a scam. Now I am out both my money spent on the watch, the watch itself and the refund. My reference number is ****************
Business Response
Date: 08/08/2022
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.
I bought a FITBIT Versa 3 and shortly after I started wearing it the band would fall off. I bought another FITBIT band and shortly after and a few days later it started falling off as well. A new band that had been back ordered arrived by the mail and I started using it. The band again started falling off, I almost lost it that time because it fell off without me realizing it and someone picked it up and gave it to me. I called FITBIT and they sent a new band, I told them this was the 3rd time. It arrived and again it came off except this time I lost it somewhere in my yard but found it a week later. I called and was told my warranty didn't cover the band falling off. I found many complaints about this issue online. Last week I sent an email to ask why this wasn't covered and FITBIT has not replied. Please help. I work hard for my money and spent it on this FITBIT that I can't use. The company doesn't listen, I guess they want you to give up. Thank you.
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.
Initial Complaint
Date:07/24/2022
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 the Inspire HR fitness tracker that I loved and took excellent care of, I took it off to shower, wash dishes and swim. The tracker clearly mentions it is indeed waterproof along with a swim setting on the watch. About a week ago, I was at the lake and noticed I had it on. I removed it and put it in a dry box. When I got home the tracker was placed on the charger and it would not respond, later it showed a 100 error message. I called support and went through what everyone else does with the run around, try this, try that (nothing worked of course). I was offered a discount on a new tracker because it is out of warranty. I decided to research a bit and noticed a pattern where the devices brick and show a 100 error code or 001 code. I keep trying to get it to work and now it shows the 001 code. I feel this is not a warranty issue as I babied this tracker and used it as advertised, it seems very odd this happened after the tracker got wet. I am asking respectfully for the company to do the right thing and replace my item.
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: 08/09/2022

Complaint: 17617180

I am rejecting this response because:They are doing the same thing they do with everyone and offering a discount on a new Fitbit.

Sincerely,

*********************************
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:07/23/2022
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 Versa and have had many issues with it. I was using it to keep track of steps as well as my heartbeat throughout the day. The heartbeat sensor stopped working. This was replaced by Fitbit. Now the face of the Versa came off. The watch does not work at all. I have contacted Fitbit several times. They can not troubleshoot it. The only resolution is to purchase a new one with a minimal discount (35%). Based on the Fitbit Community posts this is NOT an isolated case. It has happened to many other Fitbit users. I do not feel that it is a quality product when it doesn't last more than a year.
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: 08/09/2022

Complaint: 17614647

I am rejecting this response because:I do not think I have had the Fitbit Versa long enough for it to break. I was not wearing it everyday and never wore it working out. I don't understand why the face came off. Fitbit refuses to help me, other than give me a discount on a new purchase. I am seen other people have the same issue and nothing is being done. I think a full replacement at Fitbit's expense would be a better resolution!

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.
Customer Answer
Date: 08/23/2022

Complaint: 17614647

I am rejecting this response because: I do not think I have had the Fitbit Versa long enough for it to break. I was not wearing it everyday and never wore it working out. I don't understand why the face came off. Fitbit REFUSES TO HELP ME, other than give me a discount on a new purchase. I am seen other people have the same issue and nothing is being done. I think a full replacement at Fitbit's expense would be a better resolution!

Sincerely,

***********************
Initial Complaint
Date:07/23/2022
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 Charge 5 stopped holding charge, had to be charged 2-3 times per day. I called several times and they said it was a firmware problem and I should wait for update. Ive been waiting weeks. I asked them to honor their warranty and replace my watch. They said warranty department would email me. They emailed me and told me to try taking the gps off of the watch. They already told me that weeks before and I tried that. I AM DONE WITH FITBIT AFTER YEARS OF ENJOYING IT AND RECOMMENDING TO OTHERS. I will now purchase the Apple series 3 for the same price as the Fitbit charge 5 and I recommend others do the same.
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: 08/12/2022

Complaint: 17613895

I am rejecting this response because:

They keep saying to try the same fixes (which I already have) and that they are working on a firmware update (which I already uploaded. It was an auto reply it seems. I want a new watch.

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: 17613895

I am rejecting this response because: first, they asked me to restart it again. I did and it did not work. Then they just asked more questions about when and where I bought it. I sent receipt from this past January, 2022. Still no resolution.

Sincerely,

*******************************
Business Response
Date: 08/31/2022
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 09/01/2022

Complaint: 17613895

I am rejecting this response because: they did request the malfunctioning Fitbit, they did receive it. Then they asked for my address again and they said they are sending me a new one. If I receive it, and it works I will be satisfied.

Sincerely,

*******************************
Initial Complaint
Date:07/22/2022
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 had my Charge 5 for 4 weeks. It does not track heart rate accurately, it is off by over 30 beats a minute at times. It does not accurately track exercise. It is supposed to auto track walks, it does not do that consistently. I even have an email from a supervisor who states that walks are not exercise that is auto tracked. The reminders to move turn themselves off several times a day. Nothing is accurate. Several phone calls and I have factory reset numerous times, restarted, did a reset while plugged into charger and pressing side buttons. Nothing makes it work consistently. Today, they agree that they will take it back under warranty but tell me I will get a refurbished device. They also say that I will have to send them the fit bit and then they will contact me once they receive it to let me know my next steps. They say I will be without a device for several weeks. I moved from the Apple Watch to the Fitbit because it has more robust tracking but now I am so disappointed. I feel like I wasted money and now will be unable to track the things that my doctor asked me to track.
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.
Initial Complaint
Date:07/21/2022
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.
Ionic watch voluntary recall was issued and I sent my back for a full refund as it was affected. It was sent on may 5th and my I was notified that it was received on June 8 and that my refund would be processed in 7 to 10 business days. As of writing this complaint it is July 21 ; 30 Business days. I have called the recall center who have no information whatsoever but insist it's a delay on Fitbits end so I contacted Fitbit who claim not to have any information that's all handled by the recall center. Now they're both giving me the run around and I cannot get a clear answer as to how much longer or if I'm even going to receive my refund and at all. I would like to have my refund from this company or a clear specific date that I can hold them to or else have my watch sent back.
Business Response
Date: 08/02/2022
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: 08/05/2022

Complaint: 17601203

I am rejecting this response because:

Sincerely,

*******************************
Initial Complaint
Date:07/21/2022
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.
CASE #******** ORDER #GS.0444-7426-8386 FULL REFUND/REIMBURSEMENT REQUEST DEVICE RETURN TOOK A TOTAL OF 19 DAYS 12 HOURS 46 MINUTES RETURN TOOK LONGER THAN THE EXPECTED **** DAYS REQUESTED AMOUNT: $250.36 PAYMENT METHOD:MASTERCARD-8763: NO LONGER ACTIVE PLEASE ISSUE REFUND TO THE FOLLOWING PAYMENT METHOD:VISA-1969
Business Response
Date: 08/02/2022
Weve previously followed up with the customer and stand by our last response.
Initial Complaint
Date:07/21/2022
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 2 years ago. It is water resistant up to 50 meters. It has NEVER seen water before. I wanted to use it to track my laps in the pool.(less than 50meters) It stopped working. I contacted the company and was told there is nothing they can do but offer a discount on a new product. I have never had issues with it before. They did not offer any kind of help or troubleshooting. I was told they would replace it. This was not offered. Their customer service was poor and I think that 2 years on a product lifespan is ridiculous.
Business Response
Date: 08/02/2022
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: 08/03/2022

Complaint: 17598661

I am rejecting this response because:

Sincerely,

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

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Fitbit, Inc. is NOT a BBB Accredited Business.