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

1,228 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:05/02/2025
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.
My phone was damage replace it n now for 3 months paying n cant get onto my Fitbit so email several times no response I will like to get this fixed my ** isnt able to track anymore 70 yr old c as my get help this company dont do anything to help
Business Response
Date: 05/05/2025
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:05/02/2025
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 November 2024 I received a Fitbit iconic device as payment for some work I had completed for a gentleman, it did not come with a charger so I went online to find one where I discovered there is a recall. I followed directions ordered the call box sent the device in and waited for my $299 refund which I never received and I've since been told by ****** Fitbit that I will not be getting a recall because I never registered the product under my name and cannot provide proof of ownership which the website never states that I have to do it only states that I must send the device in and wait for my refund they offered no other options they will not return my device and will not give me a refund
Business Response
Date: 05/02/2025
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: 05/03/2025

Complaint: 23278745

I am rejecting this response because: this message they sent me is very similar to previous messages with promise to look into only to come to the explanation of I'm not getting it because I didn't purchase it from the store didn't think it mattered whether I purchased it from the store or not because it didn't state that at all in the information telling me about the recall

Sincerely,

******* *******
Business Response
Date: 05/05/2025
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: 05/05/2025

Complaint: 23278745

I am rejecting this response because: this response they sent which I sent screenshot of is exactly the same response as the first one there's no resolution they say they will look into it I don't see what there is to look into I sent them a device send me a refund they destroy the devices once they get them therefore it can't be one they've already given a refund on and it's only one they have people that buy up other people's and send 50 or 60 in or 100 at a time and they pay them you're telling me that every one of them has every proof of purchase for every single one that they purchased and sent in massively no the only satisfactory answer to this situation is for them to simply say oh let me give you a refund because you sent a device in plain and simple

Sincerely,

******* *******
Initial Complaint
Date:05/02/2025
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.
Hi there. I registered for the fitbit ionic recall through Canada back on March *******. I have not yet received my refund. My Reference number is Reference ****************. My email address is ************************* I am looking to find out an update on my refund since Fitbit disabled my Fitbit ionic device, and I should have received my refund by now.
Business Response
Date: 05/02/2025
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:05/01/2025
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 purchased a Versa 2 watch for my wife approximately 2 years ago. She has had problems with the watch since it was purchased, and about 2 months ago it basically stop working. I also have a Versa 3 watch, and I have not had any problems with this watch. I believe that there is a manufacturing effect with the Versa 2 watch, as I have noted many other customers complaining about these watches. I no longer have the purchase documentation, but I feel like I was ripped off by this company who is probably aware that these watches are defective. Not sure if there has been a class action lawsuit filed about these watches but I think that I should receive a refund based on this being a defective watch.
Business Response
Date: 05/02/2025
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: 23275742

I am rejecting this response because I believe that I was sold a defective product and should have been reimbursed. The company offered me a discount on a new product which I did not want.

Sincerely,

**** ********
Business Response
Date: 05/08/2025
Weve previously followed up with the customer and stand by our last response
Initial Complaint
Date:04/23/2025
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 Inspire 2 over a year ago--I was offered a premium membership trial--I don't remember accepting it--nothing from the premium membership has ever worked on my device. Today I was charged a renewal fee of *****. I didn't get any warning about the renewal fee. So I have never had the premium service and I believe the charge is going to the credit card I bought the watch with.
Business Response
Date: 04/24/2025
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:04/22/2025
Type:Order 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.
After a recent update, Inspire 3 Fit Bit stopped logging Cardio Load accurately. Actual data is inaccurate as well as source of cardio load, i.e, general activities vs. workout. Data is nonsensical. After several calls and e mails Fit Bit acknowledged in writing that it was a known issue. This company is selling products with full knowledge they are defective and providing the wearer inaccurate information. No resolution was suggested and no resolution date is known, yet Google/FitBit continue to promote and sell Inspire 3 watches with the promise of accurate information to support individual health and activity.
Business Response
Date: 04/23/2025
"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:04/21/2025
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 filed the recalled claim and was processed from a third party hired by Fitbit. Enclosed you will find the email stated that my refund will be processed in 3-6 weeks and now I have been told that I won't get refunded for the Claim after I was instructed to destroy the watch since I will get the refund.I am asking Fitbit to honor what was promised in the email/claim for the watch in the amount of $329 as states in the email attached to my ****** account which I had stated in my claim.I have been back and forth with this claim for months and they finally told me no, so I have no choice to get BBB's involved in this matters.
Business Response
Date: 04/22/2025
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: 04/22/2025

Complaint: 23234044

I am rejecting this response because:
I would not take your words for it since this is the exact reason I brought the case against you with BBB.
The emailed dated Feb 6 stated that I will receive my refund in 3-6 weeks and I reach out at the beginning of April and provide proof as requested and still was told my claim has been rejected and Fitbit won't honor to provide me with the refund of $329 as stated in the email.
I would not take "customer will hear back from us" and be satisfied and close out this case until I see my refund as promised. Thanks
Sincerely,

***** ********
Business Response
Date: 04/23/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 04/23/2025

Complaint: 23234044

I am rejecting this response because:
I was promised for the refund with proof that Fitbit sent via email and two months later they decided to rejected the claim without reasonable cause.For this reason I rejected this response until further appropriate action is taken regards to my claim.
Sincerely,

***** ********
Initial Complaint
Date:04/21/2025
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.
While the following issues may not be criminal in isolation, together they reflect a pattern of dysfunction, poor reliability, and misleading business practices.I purchased Fitbit devices for the attractive features at a competitive price. Unfortunately, these features often load slowly, fail to sync properly, or become unreliable over time. I initially purchased a Charge 4, which lasted about 18 months, a Charge 5 which lasted about 2 years. My most recent Charge 6 failed entirely after 13 ********* each case, I experienced gradual performance degradation features slowed, syncing issues increased, and battery life diminished steadily. My Charge 6 battery decline accelerated after about 9 months, requiring multiple charges per day by month 11 and then dying after just 1 hour of complete charge by month 13. Despite this clear decline, Fitbit refused to honor my request for a refund or replacement, citing that the device was outside the 1-year warranty.Fitbit appears to sidestep accountability. Their customer service is difficult to access, and they unexpectedly removed their desktop support website in late 2024, limiting user access to settings and troubleshooting. Additionally, I purchased an extended warranty through a third party, and Fitbit continues to say they are not responsible because it is a different provider creating a frustrating loop of deflection and inaction.This lack of transparency, poor support, and declining product life suggests that Fitbit either knows their devices degrade quickly or chooses to ignore it. Either way, their failure to disclose these issues, paired with evasive customer service, is unacceptable.I believe I am owed a refund for the defective Charge 6. Fitbit should be held accountable for their diminishing product quality and lack of practical, accessible support. Customers should be warned that these devices may not perform reliably past 1 year.
Business Response
Date: 04/21/2025
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:04/21/2025
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 burned by my fitbit,I'm permanently scarred on my wrist.. fitbit has given me nothing but delays,the run around wiith their customer service. They made me open up a ******** account in order to get refunded,supposedly.. which was completely odd to me to begin with. It's been dragging on..no refund yet. Fitbit told me it's all turned over to ********.. now. ******** tells me they have no record of anything from Fitbit. It's a big runaround. This company has been completely horrible to deal with. I'm scarred for life,from their faulty fitbit.... and all I want is my $92 back. They should bend over backwards to help me really. Not even an apology.
Business Response
Date: 04/21/2025
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: 04/23/2025

Complaint: 23230231

I am rejecting this response because: there is still no date that I will be receiving my refund. I get a different answer no matter who is asked. It was 7 to 10 business days..now their saying up to 14.. It's unacceptable the way they do business. Obviously I have no choice but to wait and wonder because nobody has a straight answer,which leads one to believe nothings going to be refunded to me at all if they can't give me a specific date by now. Even my bank thinks their whole process is shady.

Sincerely,

******** ******
Business Response
Date: 04/24/2025
Weve previously followed up with the customer and stand by our last response.
Customer Answer
Date: 04/24/2025

Complaint: 23230231

I am rejecting this response because: I was told my refund was being processed starting April 14,which i have proof in an email from fitbit customer service,that i just sent to them... ... . Takes up to 10 days they said.. Ok,that's today.. no refund. NOW TODAY I get an email that says give it until May 6th. This is insane. These people are scammers. I hope BBB really looks into what their doing because I'm sure it's not just me they are messing over.

Sincerely,

******** ******
Initial Complaint
Date:04/15/2025
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.
Have had at least two Fitbit charge trackers suddenly stop working right before they are 2 years old. It appears the manufacturer and/or business owner (******) is deliberately making these products stop working so they can profit from more purchases. They need to be transparent with consumers about this product detail. This kind of deception needs to be stopped.
Business Response
Date: 04/15/2025
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: 04/18/2025

Complaint: 23207189

I am rejecting this response because:
I am still waiting to get a clear answer on what the company is going to do to resolve my complaint. I have received emails from them asking only for more information to which I have provided to date. The last email received from them was 4/17/25 wanting additional information which I provided this morning, 4/18/25. Im still waiting to get a response as of 1:22pm, 4/18/25. Please keep case open until company responds with their resolution to my complaint and issues.
Sincerely,

***** ********
Business Response
Date: 04/21/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 04/21/2025

Complaint: 23207189

I am rejecting this response because:
They did not provide a new device or store credit to purchase another device. The discount they offered is not acceptable for their bad business practices and misleading product information.

Sincerely,

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

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Fitbit, Inc. is NOT a BBB Accredited Business.