Business Profile

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

1,222 total complaints in the last 3 years.
185 complaints closed in the last 12 months.

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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:03/17/2025
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 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,

****** ********
Initial Complaint
Date:03/16/2025
Type:Sales and Advertising 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.
My Fitbit Sense 2 started falling apart and was not able to record most of the actions. My first email was 1/24/2025 and my case #1-3927000037695. I was informed I would receive a label to return the fitbit only, not the band and I would receive a replacement. On 2/3/2025, I received another email about the label, but no label. On 2/6/2025, I emailed I had not received the label yet and then no communications for several weeks. I called on 3/7/2025 and was informed, somehow the email with the label was processed but did not go through. I received the label email and mailed my fitbit tracker back as directed and waited for my replacement. I received the malfunctioned fitbit tracker back, with no information, no explanation yesterday, 3/15/2025. I have been trying to resolve this matter since 1/24/2025. I have been a very loyal fitbit customer for over a decade and I am disappointed how I am being treated. I am asking to have my malfunctioned fitbit replaced as I was informed it would be. I have the printed emails and all the packaging. Your assistance in this matter is appreciated. Thank you Dr. ** ******
Business Response
Date: 03/17/2025
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: 03/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution might be satisfactory to me, if my Fitbit is replaced. Thank you

Sincerely,

***** ******
Initial Complaint
Date:03/16/2025
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.
On In February 2024 I purchased a Fitbit Versa 4 from Fitbit. In September 2024 I reached out to Fitbit because my watch screen was not responding appropriately. It was also counting steps when I wasn't walking. Anytime I move my arm it would count steps and I would get notifications that I met my steps although I did not. I was on the phone with the representative for almost an hour resetting my watch and other trouble shooting methods. The phone still was not working appropriately and I was told that the issue would be escalated. This was on 09/18/2024. On 09/24/2024 I received an email asking me to do a factory reset that I had just did and to reply back if I was still having issues. I replied and heard nothing. In March 2025 I contacted them back because the watch started doing the same thing, starting workouts on it's on, screen not responding, but it had also started to wake me up at night starting exercises. I received an email basically advising that the watch is out of warrant and that I can get a percentage of of a new device. I should not have to pay for a new device as I contacted them when it was in warranty and they should have replaced my device at that time.
Business Response
Date: 03/16/2025
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:03/15/2025
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.
I purchased a Charge 6 from Fitbit on December 15, 2023 as a ***lacement for a malfunctioning Charge 5. Around November 2024, the device started losing battery rapidly. After returning from being out of the country, I contacted Fitbit customer service on December 28, 2024. I explained the issue and the *** confirmed that they could see by battery was draining more than it should. The *** said before they could help me, I needed to update the firmware on my device and that may fix the issue. They told me to contact them again if the issue wasnt fixed by the update. I updated the firmware and my battery actually started draining faster. On January 6, 2025 I contacted Fitbit customer service again. They reconfirmed I had done all their suggested troubleshooting tips and then told me they cant help because my device is out of warranty. I asked when it expired and they said December 18, 2024. So 10 days before I initially contacted them. I was offered 35% off another purchase. I asked if there was any way they could send a ***lacement pebble since there was no new Fitbit to purchase (only option was the same Charge 6 that I currently have) and because the issue started long before the warranty expired. The *** said she asked her manager and was told they cant help or make an exception. Im a very long time Fitbit user despite having issues with every device Ive owned. I am not looking for anything for free. This is a known issue with the Charge 6 and being the warranty expired 10 days before I ***orted the issue, I would like to think the company would be willing to make an exception to their warranty guidelines when the issue is due to their faulty product.
Business Response
Date: 03/16/2025
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.
Customer Answer
Date: 03/19/2025

Complaint: 23070179

I am rejecting this response because:
Fitbit still has not contacted me.

Sincerely,

Dakota ****
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: 03/19/2025

Complaint: 23070179

I am rejecting this response because:
This is FitBits standard response to all complaints here. They say they will continue to work with me but they havent even contacted me. Please, someone from the company actually review this complaint and reach out.

Sincerely,

Dakota ****
Initial Complaint
Date:03/14/2025
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.
You may be aware of the Fitbit Ionic Recall. Fitbit agreed to pay owners of the Fitbit Ionic $299 no questions asked because the watches posed a serious safety hazard. The lithium batteries have a tendency to eventually explode, injuring some owners of the watch.I owned a total of 12 Fitbit Ionic watches as the owner of several electronics businesses. Fitbit sent me 12 return envelopes. I promptly submitted them back in 10/23.They continued to act as though they were working on it this whole while only for them to tell me they wouldnt be paying me $299 x 12. The reasons for non-payment were different each time. None of the reasons they provided were valid either. I kept asking them to show me where all these conditions were in writing, which they could not ********** that point I requested my 12 watches back. They refused to give them back. They need to reimburse me for all those watches. I would not have submitted them otherwise.BBB was recommended to me in a ******** group dedicated solely to other victims of Fitbit failing to make good on their offer which they put in writing.
Business Response
Date: 03/14/2025
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: 03/14/2025

Complaint: 23064973

I am rejecting this response because:
I cannot accept the response from the business if I have a 5 day window to respond. They said that they would respond to me but did not provide a time frame nor what type of remedy it would be. It may end up being acceptable but I cannot say with certainty that their response is acceptable until I know what the specifics are.

Sincerely,

****** *********
Business Response
Date: 03/14/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 03/15/2025

Complaint: 23064973

I am rejecting this response because:
Fitbit claims I submitted "too many" Fitbit Ionic watches. They didnt even pay me for whatever number of Fitbit Ionics they consider an acceptable amount. They still havent told me what that number is. The point being is there are no restrictions on this recall. This is for safety reasons according to the CPSC. These are excuses to not refund customers. I am not alone. Their are thousands of customers still waiting after 2 to 3 years.
Sincerely,

****** *********
Initial Complaint
Date:03/10/2025
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 have a Fitbit Sense that I purchased a few years ago. There was a recent safety issue with the battery overheating that effected my device. ****** ********************** offered a $50 inconvenience payment which required installing an app to obtain the payment, which I did. Then they issued an email stating that you had to update the Fitbit app by a certain date or the device would automatically reset. They said it could effect the efficiency of the battery life. I did the update and immediately noticed that the battery charge did not last half as long as it did prior to the update. I reached out to Fitbit under the warranty department and they offered me a 35% discount on a new device. At the time, that seemed reasonable. Since then, the battery life has decreased drastically so that a full charge often lasts less than 6 hours. I again reached out to the warranty department offering to return the $50 convenience payment and requesting a replacement since the device worked perfectly prior to the update and, in fact, it was the update that ruined my Fitbit Sense. I rely on this device to help track cardiac and respiratory issues. Fitbit informed me that they were unable to provide any further assistance. I should not have to purchase a new device to replace the device that their update ruined.
Business Response
Date: 03/10/2025
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: 03/11/2025

Complaint: 23045633

I am rejecting this response because:
I received this message from Fitbit today:

"*************************************************
4:01?PM (34 minutes ago)

to me

Hi *****,
We apologize for the delayed response and are glad to continue assisting you through this process.
Your case has been escalated to our highest level of support. We appreciate your cooperation and feedback regarding this situation regarding your Fitbit Sense.
The software update includes new battery management features to improve the stability of your batterys performance, but the battery will last for shorter periods between charges.
We would like you to know that our limited warranty provides replacements for watches within 365 days of purchase and any replacement hardware product will be warranted for the remainder of the original warranty period, meaning that at this moment your watch is no longer covered by our Fitbits limited warranty and 35% is the highest discount we can offer.
We certainly appreciate and value your feedback with high regard. What we can tell you though is our customer's voice has always been integral in the development of our products and policies.
We appreciate your kind understanding regarding this matter. If you have additional questions about your Fitbit device or services,

Regards,
********"
This is the same message I have received from them several times. The fact remains that the Fitbit device was working flawlessly until they forced an update to correct a dangerous defective battery that completely destroyed the battery. It went from lasting 5-6 days to working 5-6 hours!
Sincerely,

******** *******
Business Response
Date: 03/12/2025
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.
Customer Answer
Date: 03/12/2025

Complaint: 23045633

I am rejecting this response because:
This is their standard response to all BBB complaints. I will wait to see if they, once again, contact me with the exact same excuses they have repeatedly used regarding their ruining the device with their mandatory update.

Sincerely,

******** *******
Initial Complaint
Date:03/10/2025
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 have a Fitbit charge 6 that suddenly had the screen go black just outside of the warranty date. Upon troubleshooting to attempt to fix the issue I found out that this is incredibly common for the devices. Troubleshooting did not resolve the problem so I contacted customer service who informed me that there was nothing they could do except offer me a 35% discount on a new device. This is a known issue with the device. There should be no reason why someone should expect to spend that much on a fitness tracker every year or two because it breaks. The company not offering replacements for a factory defect or not openly disclosing that their products will only last as long as the warranty lasts is predatory and wrong.
Business Response
Date: 03/10/2025
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:03/06/2025
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.
Fitbit recall refund. have not received any communication about refund from Fitbit.They have my watch tracking number show they received watch.i haven't received refund yet or any communication saying on way or anything.
Business Response
Date: 03/06/2025
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: 03/08/2025

Complaint: 23027917

I am rejecting this response because: Still haven't received refund

Sincerely,

**** ******
Business Response
Date: 03/10/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 03/11/2025

Complaint: 23027917

I am rejecting this response because:
I have not received anything no refund

Sincerely,

**** ******
Initial Complaint
Date:03/01/2025
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 believe on Thursday, February 27, 2025, I was chatting with one of their representatives, ******. My case ID is ***************. I told him that my Fibtit Versa 3 is not tracking my exercises. He told me I needed to migrate my information over to ****** for it to do so. That didn't work, and it is still not working. This is the second time I have called about this and this is the same person that I dealt with on January 8, 2025.
Business Response
Date: 03/02/2025
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:02/27/2025
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.
The problem I have with Fitbit is that Fitbit does not honor its legal obligations to issue the refund regarding the Fitbit Ionic Smartwatch recall due to burn hazard - ********************************************************************************************************************************** I submitted 7 watches for the recall, which they refuse to pay, even though I followed their process and recevied confirmation that the refund will be issued between 3-6 weeks. The confirmations are attached. The last confirmation email was received on 10/10/2024 and the 6 weeks are past due. I then tried to work out a resolution with the United Kingdom entity of Fitbit through a small claim after sending a letter before claim, but my claim was rejected by Fitbit UK because they state that the US Fitbit company (Fitbit **** handles and manages the refunds of the Ionic Smartwatch. As a result of this, I am following the instructions of Fitbit UK and I am seeking resolution and refund from the US entity of Fitbit. To-date I am entitled to ***** GBP, which equates to ***** USD, which represent the refund amount of the 7 smartwatches plus any additional cost I have incurred while pursuing my rights. As there are numerous other cases of people not receiving their refunds from Fitbit, which seems like a delay tactic by them, I read that BBB has helped these people get their refunds. Attached you will find:- The confirmations from Fitbit that they will issue the refunds to me.- Letter before claim.- Answer from Fitbit UK, instructing me to seek my refund from Fitbit *** (the US entity of Fitbit).
Business Response
Date: 02/27/2025
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.
Customer Answer
Date: 03/03/2025

Complaint: 22996965

I am rejecting this response because:
Fitbit has provided a comment to my BBB complaint that "they have located the file of the customer and will be in contact". ********************** did contact me (communication with Fitbit following my BBB complaint is attached), but it appears that they are again deploying delay tactics of saying they need to check internally. They sent me requests, which are without merit to the case in question, to which I provided my answer. They accepted my answer and after that, they claim they need to check internally, even though this case has been going on for a long time without sufficient resolution as per the recall in question - **********************************************************************************************************************************
Fitbit has accepted my recalls as per the confirmation emails dating as early as of February 2024 and they were very quick to deactivate my devices as part of the recall process, but now when they need to fullfill their legal obligations stemming from the recall notice, they are asking for patience and time while they allegedly check something internally.
I hope this whole case will be resolved as soon as possible.

Sincerely,

******** ******
Business Response
Date: 03/03/2025
Weve previously followed up with the customer and stand by our last response.
Customer Answer
Date: 03/07/2025

Complaint: 22996965

I am rejecting this response because:
Unfortunately, Fitbit still decides to not honor their recall and issue me the refund on invalid grounds, which were never part of the recall process (namely requesting proof of purchase). There is already a rulling by the Gwinnett County Magistrate Court that proof of purchase is not required for receving the refund. Proof of purchase for a watch that was sold 5 years ago, could not be (as ackowledged by the court) a reason for rejecting the recall request, which were already approved by Fitbit.
As a result of the non-compliance of Fitbit and in addition to the current complaint with the Better Business Bureau, I have also submitted a complaint to the ************************************************ (****) for further investigation (complaint to **** is attached). Furthermore, I am gathering all the evidence and communication and will submit a complaint with request for further investigation to the ************************ (*************************************) and to the California'a Attorney General *** ***** (*************************************************************************).

Sincerely,

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

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Fitbit, Inc. is NOT a BBB Accredited Business.