Complaints

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

close

Find a Location

Fitbit, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Fitbit, Inc.

  199 Fremont St San Francisco, CA 94105-2245

• 

  Fitbit

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

• 

  Fit Bit

  2670 Executive Drive Indianapolis, IN 46241

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:07/20/2022

  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 reached out to Fitbit support due to a device issue that fell under the one year limited warranty. The device was shipped out to them, I had to pay for packing materials, and it's been silent for over 2 weeks now. I have reached out to support a few times, even asking for supervisors, and the supervisors will either email me the dame info that was parrotted to me from phone support and then ignore my actual questions, or not respond reach out at all. At this point, I just want them to ship the replacement to me, but I have been told I have to wait at least another week before they can make a decision to even ship it out. I have expressed this was not acceptable and now I cannot get a response at all. I am not happy that I am going without a device that was paid for by me, for over a month by the time they do manage to decide to ship it.

  Business Response

  Date: 08/02/2022

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

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17597688
  
  I am rejecting this response because:
  they offered a free replacement band, and did not address the lack of decent customer service and being hung up on and ignored instead of getting actual answers. I got the run around from them instead. They have been ignoring many other customers as well, this appears to not just be an issue I am facing as well. I am still waiting to hear from a senior advisor on my concerns with customer service and why it was not handled but its impossible to get anyone to reach out, as no matter what day it is, or time, no senior advisor is available, they will just "reach out to me later, they are in a meeting".
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/20/2022

  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.

  Around the middle of March 2022 I got and email from FitBit informing me of a voluntary recall of the FitBit Ionic which I had. The recall was for issues with the watch burning users wrists. I followed the steps and mailed my Ionic back to them. On April 12th I received an email saying it was received, processed, and refund would be sent within 10 business days. I waited until the end of April then called the number provided. The person verified that the refund email code was sent. I told them that I have not gotten it. They then said that they would "Escalate" the claim. We have called every 2-3 weeks since and get the same answers. I called today and asked them if there was any other department that I could speak with and was told "No". I then asked to speak to their manager/supervisor and the lady informed me that she did not have one. I asked to speak to whoever she works for and was told that she didn't work for anyone. The number I have been calling is ************. I then called FitBit's corporate office at ************ and was told that that the only department to help was that first one we have been calling. I am beginning to feel like we have been ripped off. Thank you in advance for any help in this matter.

  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

  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:07/20/2022

  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 recalled the ionic watch. I returned it as required for a refund. I received an email 6-1-22 stating my refund would be processed and issued within 10 days. Now on July 20th 2022, no refund, calling them results in I cant help you until your refund is issued and the approval was granted just not released. Ive waited weeks for the refund but nothing, and Fitbit has no contact info for the bank issuing the refund. I believe now that this was a scam and Ill never see my watch or refund again. I would like my watch returned or refund immediately.

  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: 17596097
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  9 weeks have passes since I was told my refund would be processed. The refund shows pending but Fitbit refuses to send it to me. Pending for that long make me believe that its not really coming. A phone call with a real solution is the remedy Im looking for

• Initial Complaint

  Date:07/20/2022

  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 sent a watch to Fitbit due to recall in March 2022 and have escalated a call 10 times with no response. Call center states the can not transfer me to anyone else and cannot help me. Looks like they stole my money and my watch .Email 03-06-22:Dear Valued Customer,Reference: **************** You successfully registered through the Fitbit Ionic Recall website. Save the reference number above so that we can help you more quickly.Well send your return kit with instructions within the next 5 business days. After we receive your device and process the return, well send your refund through the method you selected.

  Business Response

  Date: 08/01/2022

  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: 08/02/2022

   
  Complaint: 17595080
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/20/2022

  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 is a scam . My charger & watch stop charging after 1.5 years and since my warranty expired they could not help me : they offered a 35% discount off the $299 price but had the same Fitbit on sale for $179. Which with their pathetic attempt to give me 35% off was more expensive. So I have the Fitbit sense 3this Should still be working only used for a year . They did not even attempt to help the customer cause my warranty was only a year . Ive had apple as well and they are amazing truly help the consumer . Fitbit is a scam they want you to purchase extended warranty because they know their products are bad .

  Business Response

  Date: 08/01/2022

  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:07/20/2022

  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 of a Fitbit Ionic recall. I started the process on May 15th. I received the box to send back my watch and Fitbit received and processed the Ionic on May 31st. I then got an email on June 8th, 2022 from ********************************************** notifying my that my refund would be processed in 10 business days and it would be processed in the method I had selected. It said I should keep an eye out for an email with my payment information. It also told me if I have any questions to contact them. On June 24th I called and asked about my refund, letting them know that the 10 business days had passed. She said there was a delay I would have it any time now. I called back on July 7th after no refund and got a different person. This person stated that my refund actually takes 3-6 weeks. She stated that they had received it on May 31st so I needed to wait just a little bit longer. I called again on July 12th and was told that I should not go by the May 31st date for the 6 weeks but by the June 8th date, putting me at one more week of waiting for my refund and that it was processing still on their end. She said to call if I had not received it by July 20th. So I called this morning on July 20th, when I still had no refund. I got a woman who told me that it is actually 42 business days not 3-6 weeks (this had never been said before). I asked for a supervisor, the supervisor confirmed it was 42 business days (again this was not communicated anywhere), she then said that it goes by the date they received it which is the May 31st date. She also said there is nothing they can do for me and I have to wait for my refund to process, that they do not process refunds it is on the company they contract with. She also told me that there is a delay (again not communicated to me before this) and that even if it goes past 42 business days I will need to wait longer. I have been getting misleading information each time I have called, I not longer have my watch and am without my money.

  Business Response

  Date: 08/01/2022

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

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17593899
  
  I am rejecting this response because while yes Fitbit reached out to me they did not resolve the issue. I have still to recieve my refund, until my refund is recieved the issue is not resolved. Fitbit has again suggested I wait 2-5 business days to recieve my refund. It has been 3, I will wait two more days beforw i continueto escalate. I also had to change the way I recieve my refund in order to get it, moving from a gift card to PayPal which required me to open an account. This issue is absolutely NOT resolved despite FitBits attempts to claim it is. Yes they contacted, no I do NOT have my refund.:
  
  Sincerely,
  
  ***************************