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Business Profile

Computer Hardware

Fitbit, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

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

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.

    Please enter a valid location.

    • 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

    Customer Complaints Summary

    • 1,222 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/14/2025

      Type:Product Issues
      Status:
      Answered
      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 watch was sent back on November ******, they received it on November *******. I waited a month and called, told it takes time by the time I called every month till April 14 , 2025, today was told almost every month it has been escalated and given a different number. To keep track of . I will attach the email I received and the slip of them receiving and where . Also had to send them the serial number after they received it. Have called 6 times and keep getting run around. They give the number I started with and they give me the number of the other escalations dept.picture being sent with all the dates and I have call. Wasted almost 20 plus minutes each time. Today I asked to speak with manager. That s all they will do is write up another escalation. .Thanks ,**** ******

      Business Response

      Date: 04/14/2025

      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.

    • Initial Complaint

      Date:04/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 Charge 5 in September of 2024, it is now April of 2025 and a piece of the device broke off randomly. I opened a request with Fitbit's customer support, sent pictures and the receipt of the device. They contacted me today to tell me that per their policy, a replacement is not covered. But they did not tell me why it wasn't covered, just sent me a link to the policy (which didn't work). The device is under 1 year and already fell apart and won't power on anymore. It's frustrating because these devices are not cheap, but can't even last a year. Then they find every excuse not to cover the item.

      Business Response

      Date: 04/11/2025

      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: 04/16/2025

       
      Complaint: 23191878

      I am rejecting this response because the response they provided is unsatisfactory. They continue to reference a policy that was never mentioned at the time of purchase. They continue to say their warranty does not cover items that were not bought through their direct website, but they sell their items at other retailers. I do not understand how you will sell items at different retailers, yet refuse to cover those under your warranty. Especially when your items don't even last 1 year.

      Sincerely,

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

      Business Response

      Date: 04/16/2025

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

    • Initial Complaint

      Date:04/10/2025

      Type:Delivery Issues
      Status:
      Answered
      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 mailed in my fitbit ionic for the fitbit ionic recall. The *** tracking number is 1z0e64a79015943491 The tracking shows my fitbit ionic was received on March 6th, 2025 at 11:10am.I have not received my refund or any update from fitbit. I took pictures of my item, the *** shipping box, and have those available.Reference: ****************

      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.

    • Initial Complaint

      Date:04/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 firmware update, my Charge 5's screen suddenly stopped working. Initially I thought the battery may have died & charged it. I checked later, and it still synced to my phone, and all meters/trackers worked...but still no screen. The screen wasn't damaged or anything either. I followed Fitbit step by step guides for self *********************** all to no avail. I then utilized fitbits technical support via chat, and we REPEATED those steps. After those, the chat representative recommended I unconnected/de-sync my fitbit from my phone, then reconnect it.UNFORTUNATELY the charge 5 reconnects by requiring you to type the 4 displayed numbers on the watch screen in your fitbit app. Well, no screen, no numbers. So now I can't reconnect it. So, now it no longer has a working screen, and is no longer connected, and is no longer tracking anything. They bricked my device. When I inquired how they're going to fix this, they said that they aren't. Its out of warranty by a month, so the best they can do is offer me 35% off a new device. I was blown away. They literally broke my device with a firmware update, then bricked the device and all it's functionality, then told me to just buy a new one. So now my device and all device specific accessories are useless. I do not want a replacement. I have already switched to a competitor. Same day in fact. But I do want compensation.

      Business Response

      Date: 04/05/2025

      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:04/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 Ionic recall unit. Reference ****************

      Business Response

      Date: 04/03/2025

      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:04/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 $300 Fitbit Sense a couple of years ago. I downloaded the Fitbit smartphone app that allowed me to monitor my status daily and had been doing so without problem...until this winter. Sometime in late January (2025), Fitbit forced a battery "update" on their devices, which rendered my device inoperable. It took a few days for my husband, an IT consultant, to figure out why my Fitbit had ceased to function. We called Fitbit and the person we spoke with acknowledged the problem and said he would pass my call through the department assigned to deal with the issue. Their solution was to offer me a $50 "appeasement". I replied that they broke my device and they should replace it.I asked for this issue to be elevated. I ended up getting more emails from Fitbit support saying the same thing. In my last email to them I told them I would be forwarding the issue to The Mass BBB and the Attorney General. That was over two weeks ago and I have had no reply

      Business Response

      Date: 04/02/2025

      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:04/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 ordered 2 FitBit Versa Fitness Smartwatchs from ******* that were delivered 5/6/24. Order# *******-42630528, Total amount paid $244.72 before taxes and $259.40 after ********* of the watches stopped holding a charge about 3 months ago. I did not reach out to the company at that time because my husband bought an Apple watch, so I just used his fitbit I bought the same time as mine. Now the 2nd one is acting the same way where a charge does not hold for very long. It seems like the product should last well over 1 year, but it has not even been a year yet. I reached out to the Fitbit chat but just get the run around and they won't help me because I have not used the watch. I haven't used the watch because it loses a charge in less than a day. I turned off notifications, do not use the exercise tracking options, etc. So the battery should last longer. At this point, I am fed up with trying to work it out myself and need help. I would really like a refund, or at the very least a replacement. I really do not want to have to go spend hundreds more to buy a new watch when I bought 2 less than a year ago!

      Business Response

      Date: 04/02/2025

      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: 04/02/2025

       
      Complaint: 23146161

      I am rejecting this response because:
      The company is asking me to use and synch a product that will not hold a charge. As mentioned in the complaint it will not hold a charge, so how am I supposed to do that?
      Sincerely,

      **** ******

      Business Response

      Date: 04/02/2025

      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:03/26/2025

      Type:Product Issues
      Status:
      Answered
      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 ordered a Fitbit from them back in December. the agent that took my order over the phone she took all of my information over the phone. My order was sent out and was returned because the agent on their end didnt put my apartment number down even though she repeated it back to me. So I call Fitbit and got the run around. I finally got a hold of someone and was told that they would fix it and resend it back to me. Well weeks went by and nothing. So now I was told that they were going to refund my money back and Ill have to reorder it. This watch was covered under my insurance. So I cant get a refund if I didnt pay. They didnt want my insurance to cover it. I have sent several emails to them and they havent responded so Im filling a complaint. This company is a joke they dont care about the customer service. There agent messed up not me but Im the one who is being punished. All they had to do was to fix the address that their agent messed up on. And it has been over 3 months and they refuse to answer any of my emails. I have been waiting for them to respond and nothing since they refused to respond it shows what kind of company they are. My health insurance was paying for it. When they found out that my insurance was paying for it they didnt like that. They gave me a hard time about my order. There whole demeanor changed they were making up excuses for not reshipping it back out!! They messed up on my address but Im the one who is being punished all they had to do was fix the address that they messed up on and re shipped like I was told but no when they looked and saw that my insurance company was paying for it they did everything they could to stop it!!!!! December was the last time they would pay for it so thats why Fitbit did what they did and lied about it and told me they would fix it!!!!! Its been over 3 months since I heard from them and every email that I have sent no response. Sham on you Fitbit I hope others will see how you treat customers!

      Business Response

      Date: 03/27/2025

      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:03/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 Smart Watch on April 3, 2024 which was within the 1 year warranty. The ban broke and I contacted Fitbit for a replacement or refund. I was told that my request was denied because it was purchased through ****** but sold by another company. None of the information I found relieves Fitbit from not honoring the warranty based on where it was purchased.

      Business Response

      Date: 03/26/2025

      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:03/17/2025

      Type:Product Issues
      Status:
      Answered
      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 my fitbit ionic watch for a recall refund in July of last year..I followed all the instructions provided..and sent my watch to them I waited a few months and started calling the recall center only to be give the run around.... I have made many calls and was assured just to wait.. only to receive a email saying I was rejected.. I asked for my watch back and they will not .. I feel I have been scammed and would like help

      Business Response

      Date: 03/18/2025

      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.

      Customer Answer

      Date: 03/19/2025

       
      Complaint: 23078616

      I am rejecting this response because: they have not made any attempt to fix the problem they stole my watch 

      Sincerely,

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

      Business Response

      Date: 03/19/2025

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

      Customer Answer

      Date: 03/20/2025

       
      Complaint: 23078616

      I am rejecting this response because:
      They have made no attemps to fix the situation.. they are asking for the receipt for the watch from 3 years ago and was a gift to me ... I don't have one ..if they had asked up front for it I would not have sent them the watch because I don't have one .. you are stealing my watch send it back or refund me some money..it is.not fair and is a very bad look for fit bit
      Sincerely,

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

    Fitbit, Inc. is NOT a BBB Accredited Business.

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