Computer Hardware
Fitbit, Inc.Headquarters
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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 ComplaintThe 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:05/20/2025
Type:Service or Repair IssuesStatus: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 Sense 2 from ***** on January 13, 2025, for $213.99, along with an extended warranty from ****** for approximately $40. Unfortunately, for the past several weeks, my device has consistently failed to track steps accurately. Despite walking for extended periods, the step count remains unchanged until I manually sync the device with the mobile app. This issue occurs multiple times per day and severely impacts the usability of the device. I have contacted support twice and performed all recommended troubleshooting steps, but the problem persists. I was most recently informed that a future app update would resolve the issue; however, I have yet to see such an update released. I purchased this device with the expectation of reliable functionality, particularly as an aid in my fitness journey. A four-month-old device should not exhibit such defects, and repeated troubleshooting has become an unnecessary drain on my time. As a loyal Fitbit customer, I have never experienced this type of issue with previous models, making this situation particularly frustrating. Given the circumstances, I believe this device to be defective and request a replacement under the warranty. I am disappointed in the level of service I have received and am seriously reconsidering future purchases from Fitbit. I hope your company will stand behind its product and resolve this issue promptly. Please advise on the next steps regarding the replacement process or a FULL Refund of the item and extended warranty.Business Response
Date: 05/20/2025
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: 05/27/2025
Complaint: 23354896
I am writing to formally reject the response provided, as the issue remains unresolved. Over the past week, I have engaged in continuous back-and-forth email exchanges with your team regarding this matter, yet I have not received any meaningful assistance.
The handling of my case has been inconsistent, with multiple representatives providing conflicting information. Initially, I was advised to wait for an update on my device, then informed of a possible replacement, and later directed toward a refundnone of which have been properly processed (such as a label).
I was told that an *** was created, yet I have not received a shipping label. Additionally, I was informed that I would need to create a ******** account for the refund, which advised me it could take weeks to verify, and even then, I would only receive reimbursement through ********. Upon researching ********, I found that it primarily caters to businesses and international transactions, raising concerns about its appropriateness for this situation. Despite requesting further clarification I have not received clear instructions. I inquired on an alternate refund method but was told this is the only way.
Moreover, I purchased an extended warranty and provided proof of coverage, yet I have not been informed whether I will receive reimbursement for it. The lack of transparency and the repeated delays in resolving this matter are highly frustrating. This is not how loyal customers should be treated, and the inefficiency in obtaining a straightforward resolution is unacceptable.
Given the circumstances, I am prepared to escalate this issue further, including notifying the *** regarding ****** Fitbits questionable business practices. Additionally, requiring customers to create a ******** account instead of offering more standard refund methodssuch as checks, ******, or Venmois highly concerning. I expect a timely and satisfactory resolution, and I request an immediate response with a definitive course of action.
Sincerely,
******* ********Business Response
Date: 05/27/2025
Well continue to work with the customer towards a resolution within the scope of our policies.Customer Answer
Date: 05/27/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******Initial Complaint
Date:05/17/2025
Type:Customer Service IssuesStatus: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 been having issues with Fitbit charge 6. Have gone through all the steps on line numerous times and they are not working. Was told by a supervisor that he would work with me till resolved. Havent heard from him nor can I find a way to contact him. Have used Fitbit for years but wont on the future and will advertise my terrible experience with them. Its no wander this product is not doing very well. All I am asking for is someone to call me and try to get this resolved. All the company tells is to send all this pictures and then never does anything. I will not send any more pictures just want a call. ******** customer service.Business Response
Date: 05/18/2025
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:05/16/2025
Type:Service or Repair IssuesStatus: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 tried multiple times contacting Fitbit (or ******) trying to get my Bitmoji clock face to connect to my Versa 3. ****** purchased Fitbit over 4 years ago and they still have not got things fixed to work correctly. They don't even have it to where you can update your user ID picture or background now. They have also taken off the groups that you can join and made it to where you can't find other people to request for friends. I think since it's been 4 years, that should have been plenty of time to have things working by now.Business Response
Date: 05/16/2025
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:05/13/2025
Type:Customer Service IssuesStatus: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.
Reference Numbers for each (5) Recall ****************, ****************, ****************, ****************, **************** Each recall was sent on January 25, 2023 and delivered on January 30, 2023. Several follow up cases were made, and refubds promised over 2 years ago. I have been extremely patient, and my household were not able to purchase replacement watches. I am seeking a full refund for each watch under the guise provided. All terms were met, and Fitbit has refused to honor committments. The watches were delivered via *** and documentation has been provided.Business Response
Date: 05/14/2025
"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: 05/15/2025
Complaint: 23327028
I am rejecting this response because:
The business has not refunded me for the items, and has only provided a case number. The complaint will not be satisfied until refund is completed.
Sincerely,
*** ********Business Response
Date: 05/15/2025
Well continue to work with the customer towards a resolution within the scope of our policies.Initial Complaint
Date:05/13/2025
Type:Service or Repair IssuesStatus: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 can't login to Fitbit anymore. I called their customer service ************* and they told me they would have to give me a different number to call but wouldn't give the phone number unless I accepted a gift card I did NOT want. I just need someone to help me login to my account! I have a ********************** and can't even use.Business Response
Date: 05/14/2025
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: 05/14/2025
Better Business Bureau:
I received support and information from a ******** online community and ******* and was able to resolve the Fitbit issues as of now. I would like a Fitbit customer service phone number I can contact if something like this happens again. I had to jump through a bunch of hoops and websites in order to fix my FItbit. This Fitbit customer service number ************ listed on the internet was of no help and only wanted to give me some sort of gift certificate and wouldn't help me when I declined the gift certificate.
Sincerely,
****** ****Initial Complaint
Date:05/12/2025
Type:Delivery IssuesStatus: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 in my Fitbit Ionic device for the ********************** Ionic Recall Program. The *** tracking number for my package mailed back is 1z0e64a79015943982. The tracking shows the fitbit/package was delivered back on March 13th, 2025 at 12:49pm. The Fitbit Reference number for my recall is ****************. I have not received the promised refund and have not been contacted by the company at all.Business Response
Date: 05/12/2025
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:05/11/2025
Type:Product IssuesStatus: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,I have been in contact with fitbit for trying to resolve the issue. But unfortunately I didn't find a solution. Issue: They have an issue heart rate is not in sync with heart rate in active minutes. They show different heart rates in different features. I have raised the complaint with them they said they will be fixing the issue in next release. They send email to update to the latest and check. I have updated it and reported the same issue next day. They have not responded to my email. Later I followed up then they said it fixed in one release and broken in next release. That's an comedic answer. I have reported next day itself. But they are bluffing as if they have fixed it. Now they said it will be fixed in future release with no timeline. As they are not able to fix the genuine issue. I have asked for refund or replacement but they are not agreeing to any. They will extend this until they release new device. Later they will ask to buy new device. This is such a scam. It's their responsibility to fix the issue or replace the device with proper one. But they are not doing either. I am attaching the conversation with them to this complaint. I don't have the chat conversation with them. I am expecting them to fix the issue or replace it with correct device. If they can't fix they have to either replace or refund.Business Response
Date: 05/11/2025
"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: 05/12/2025
Complaint: 23315612
I am rejecting this response because: they are not resolving the issue. They are saying the same thing. Will be fixed but no timeline. Why should customers suffers with such defective devices? They have replace them with better working devices/ models.
Sincerely,
******* Suram
******* ***** *****Business Response
Date: 05/12/2025
Well continue to work with the customer towards a resolution within the scope of our policies.Customer Answer
Date: 05/12/2025
Complaint: 23315612
I am rejecting this response because: they are working with me from last 4 months. But nothing improves or fixed.
Sincerely,
******* ***** *****Initial Complaint
Date:05/09/2025
Type:Service or Repair IssuesStatus: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 27th I purchased my Fitbit online through ******* , and purchased additional insurance . Attached is a copy of my receipt , Fit bit says the receipt needs to say a sold by .. it is ******* ..I started having problems with the fit bit on April 19th 25. Contact support and got it. Reprogrammed and it was working again. , then it quit while on vacation. April. 26th ,. Called support and reset it , and it worked for 2 days now it is dead ,. I sent them my receipt. But they wont accept it , Here is my case # 7-1796000039154. ***** is the customer care employee .. he will not warranty the product. Or the. Extended warranty that I purchased ..Business Response
Date: 05/09/2025
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: 05/14/2025
Complaint: 23310196
I am rejecting this response because: The company sent me a refurbished replacement. I did not buy refurbished, but a new device. I am not happy with the replacement.
Sincerely,
***** ******Business Response
Date: 05/14/2025
Well continue to work with the customer towards a resolution within the scope of our policies.Initial Complaint
Date:05/06/2025
Type:Service or Repair IssuesStatus: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.
Called the company called Fitbit about my charge 5 device that was purchased on November 20, 2024. I tried all of the hints that people gave online and nothing helped. That is why I called the company directly.. I was asked to supply them with the invoice, which I did after jumping through hoops. They had asked me where I purchased it and I said through ******. After several days, they said they could not do anything about it because I purchased it through ****** and not directly from them. There is a one year warranty on this device and I wish to have the amount refunded to me. They said they no longer make the charge five after I did all of that .I hope this copy of the invoice comes ************* Details for Order #***-8566877-5129034 Print this page for your records.Order Placed: November 20, 2024 ********** order number: ***-8566877-5129034 Order Total: $176.99 Shipped on November 20, 2024 Items OrderedPrice 1 of: Fitbit Charge 5 Advanced **************** Tracker with Built-in GPS, Stress Management Tools, Sleep Tracking, 24/7 Heart Rate and More, Lunar White/Soft Gold, One Size (S &L Bands Included)Sold by: TechStation (seller profile)Supplied by: Other Condition: New $165.99 Shipping Address:******* ******** ***************************************************************** Shipping Speed:Standard Shipping Payment information Payment Method:Mastercard ending in 8063 Billing address ******* ******** ******************************************************************************************************* Item(s) Subtotal:$165.99 ************************* -----Total before tax:$165.99 Estimated tax to be collected:$11.00 -----Grand Total:$176.99 Credit Card transactions MasterCard ending in 8063: November 20, 2024:$176.99Business Response
Date: 05/06/2025
"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: 05/07/2025
Complaint: 23295117
I am rejecting this response because:
The issue was not resolved and I was not I told I would get a refund.
Sincerely,
******* ********Business Response
Date: 05/07/2025
Well continue to work with the customer towards a resolution within the scope of our policies.Customer Answer
Date: 05/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********. this resolution is satisfactory to me as long as they provide a one year warranty in case the same problem happens again since I heard the Fitbit charge five was no longer being made because of so many problems. Also, they will provide me with a prepaid postage to return the one that does not work. If they will not provide me with a one year warranty, then I do not find this to be satisfactory.
Sincerely,
******* ********Initial Complaint
Date:05/05/2025
Type:Service or Repair IssuesStatus: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 device experienced a mechanical device failure of the watch, which caused the device to disconnect from the wrist while in use and go missing. I tried reporting the issue and filing a warranty claim, but the service representative refused to accept my statement of the mechanical failure and instead claimed that I had solely lost the watch. The watch was only lost because of the mechanical failure of the watch band, and mechanical failures are covered under the warranty for 1 year. I am seeking complete 100% replacement for the device or a refund in full.Business Response
Date: 05/06/2025
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: 05/09/2025
Complaint: 23288400
I am rejecting this response because: the have not been in contact with me and have not put forward any resolution as of yet.
Sincerely,
****** ***Business Response
Date: 05/09/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
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