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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

    • Fit Bit

      2670 Executive Drive Indianapolis, IN 46241

    • Fitbit

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

    Customer Complaints Summary

    • 1,221 total complaints in the last 3 years.
    • 187 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:02/26/2025

      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 sent my Fitbit ionic back to Fitbit as part of its recall on this particular model last may. Fitbit promised that a full refund of $299 within a timeline of 6-8 weeks. I called back several times since at first confirming I didn't need to give them anything else, they had what they needed, and it just had to be processed. I'd call back and get the same answer every month or so. I recently reached out yet again as we are approaching the 1 year **** when I got an email saying I needed to provide proof of purchase even though it has never been a requirement previously. I responded letting them know that was ridiculous and unreasonable and that iiakzd reassignment

      Business Response

      Date: 02/26/2025

      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:02/22/2025

      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 2 Fitbits, one for myself and one for my mother. At about 1 1/2 years old, they completely stopped working. I looked online and found many people with Fitbit Charge 5's with the same issue. It seems to be a problem unique to the Fitbit charge 5. After upstates, they abruptly stopped working. The term people use is "bricked". The company makes the product instantly useless. I think 1 1/2 years for the life of a product is criminal. People have talked about a class action lawsuit. Our Fitbits went from working perfectly fine and holding a charge for about a week, to instantly not being able to hold a charge overnight. When I called the company, they could not have cared less and sent me a 35 percent off offer for another Fitbit. Why would I buy another Fitbit after being treated so poorly and with such deception? I would like my Fitbit either repaired, or my money back or replaced with a model that does not have this issue.

      Business Response

      Date: 02/22/2025

      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: 02/24/2025

       
      Complaint: 22976195

      I am rejecting this response because:

      the company emailed me and asked me to do some specific tasks with the Fitbit and to report back. I did all the tasks and wrote back to them numerous times with the info they asked for regarding how the Fitbit no longer works.

      i have heard nothing back since.

      Sincerely,

      *** ********

      Business Response

      Date: 02/25/2025

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

      Customer Answer

      Date: 02/25/2025

       
      Complaint: 22976195

      I am rejecting this response because: They knew it was out of warranty when they asked me to charge it and update the app throughout the day.  The problem is that the Fitbit Charge 5 has numerous complaints because the updates on the app basically shut it down. Why would I buy another one, even at 50 percent off, when it only lasts one and a half years? Also I bought one as a present for my mother (see the receipt previously submitted) and hers is dead too. A product shouldn't become non functional after a year and a half of use. SO we have 2 dead Fitbits and a company that doesn't stand behind their product because it seems to have been engineered to be non-functioning after the warranty expires. I treated the Fitbit so carefully, never let it get wet, and my mother is in her 80's and she is in the same situation.

      So I will just let my complaint stand and also I will not be a customer of ********************** again and I hope my complaint serves as a warning to others. If you are going to buy a Fitbit, you should make sure you purchase it with a credit card that gives an extended warranty.

      Sincerely,

      *** ********

    • Initial Complaint

      Date:02/21/2025

      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 tried to obtain my purchase information from Fitbit and they could only see the device was first paired. The device is not holding a charge and dying quickly. My warranty ended May 2024. Products with this short amount of built in obsolescence should not be allowed. To top it off they offer a discount to buy a new one rather than fixing the problems.

      Business Response

      Date: 02/21/2025

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

      Customer Answer

      Date: 02/22/2025

       
      Complaint: 22973751

      I am rejecting this response because:

      The product should have lasted much longer than a year and a half.  A product that costs $100+ USD should have much better life expectancy. All Fitbit watches that my household bought died too early, and this was not user error or extreme temps. Etc. 

      Sincerely,

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

      Business Response

      Date: 02/24/2025

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

    • Initial Complaint

      Date:02/18/2025

      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.
      My FITBIT subscription renewed automatically on 19 December 2024. However, on the new year my smart watch wouldn't charge and I decided to get a different smart watch. That watch doesn't use FITBIT so I wanted to cancel the subscription. I've been trying to cancel the subscription since 4 Jan 2025 but every link for Fitbit is an article on subscription cancelation. Additionally, they want to keep the fee for the whole year. As I can't use the subscription with my new watch I want a refund and cancel my subscription.

      Business Response

      Date: 02/18/2025

      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: 02/24/2025

       
      Complaint: 22957418

      I am rejecting this response because: They emailed asking which email address was associated with the Fit Bit account. I have provided that information and I'm waiting for further communication from the company regarding my refund request. They have not resolved my issue.

      Sincerely,

      ****** ****

      Business Response

      Date: 02/24/2025

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

      Customer Answer

      Date: 02/27/2025

       
      Complaint: 22957418

      I am rejecting this response because: They refunded the money to ****** Play. However, they took the money from my bank account and should therefore return the money to the exact same account from which they deducted the funds. I believe that is reasonable especially as I do not purchase anything from ****** Play and do not plan to do so in the near future. As such, I do not know how long those funds would remain available to me. Fit Bit is the only thing I have ever enrolled in under the ****** Play and even then I was required to submit my bank account information for payment of the Fitbit subscription.

      Sincerely,

      ****** ****

    • Initial Complaint

      Date:02/17/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 from ****** in April 2024, however it stopped working a few weeks ago. Ive tried all of the troubleshooting solutions on the official website before calling customer service. I then get an email that I do no meet the warrant criteria, however the link provided for the warranty indicates I do meet the qualifications for a new product, and malfunction was not due to user error. Im really disappointed. I liked this product but extremely disappointed in the customer service.

      Business Response

      Date: 02/18/2025

      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: 02/18/2025

      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:02/17/2025

      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.
      Hi, I submitted 13 Fitbit ionics to the recall program, it said they arrived at ******** August 15th. I got proof of drop off, have proof of delivery, and photos of all the labels. It's been months. I am working on sending a demand letter soon.3 devices * $299/device = $3887, so that's how much I expect. Please email me, so I can attach the images of every single package I sent in.I'm **** ******** ******************************************* Here is the info on the labels event # **** sequence #****** ID#******** sequence #****** ID#******** sequence #****** ID#******** sequence #****** ID#******** sequence #****** ID#******** sequence #****** ID#******** sequence #****** ID#******** sequence #****** ID#******** sequence #****** ID#******** sequence #****** ID#******** sequence #****** ID#******** sequence #****** ID#******** sequence #****** ID#********

      Business Response

      Date: 02/18/2025

      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: 02/19/2025

       
      Complaint: 22952197

      I am rejecting this response because:

      Employees at Fitbit are exhibiting signs of malpractice, and slow walking the recall process to pad their pockets with money. I am sending out this demand letter this afternoon, and if this doesn't get resolved, going to small claims court. This is absolutely disgusting how they treat people who they left waiting for 6+ months. I've provided all necessary documents and receipts of delivery, like the **** says is required. Disgusting. 

      Sincerely,

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

      Business Response

      Date: 02/20/2025

      Weve previously followed up with the customer and stand by our last response.

    • Initial Complaint

      Date:02/17/2025

      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.
      Was severely burned by fitbit when it caught fire while sleeping

      Business Response

      Date: 02/17/2025

      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.

    • Initial Complaint

      Date:02/14/2025

      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 have owned a Fitbit luxe for a few years. Ever since ****** took over and pushed an update the battery life has not been up to par. Recently the battery now wont even last a day. As soon as I get ****** steps the Fitbit turns off and I have to charge it. I would like you all to make an updated version of the luxe with a better battery that last more than a day. I dont want the inspire it is cheaply made of plastic and the other fitbits are too big for me. I am short 5 ft 4 inches. I dont understand why ****** just took the Fitbit technology and wont uptake the trackers in a timely manner, if you wont make a new **** at least let us send in the devise to get a new battery in them

      Business Response

      Date: 02/14/2025

      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:02/10/2025

      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.
      Registered my Ionic for recall refund on 09/01/2024 and they disabled my watch on the same day. Now they told me to wait 3-6 weeks to receive the refund of amazon gift card worth $299 USD but its been 5 months already.Reference number: ****************

      Business Response

      Date: 02/10/2025

      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:02/08/2025

      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 purchased a Fitbit Versa for May of 2024. February 6th 2025 my Fitbit started flashing a blue screen and showing a red X on the screen. I contacted Fitbit they tried to factory reset which did not work. They have asked me to return my Fitbit and it will take about 20 business days for me to even receive a replacement. Due to a medical condition I need my Fitbit and they refuse to send me the replacement with a return shipping label and box so I can send this one back once I receive my replacement. I would like a replacement sent to me with a return shipping label and box or I would like a full refund

      Business Response

      Date: 02/08/2025

      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: 02/09/2025

       
      Complaint: 22916588

      I am rejecting this response because: i received a email stating a new one will be sent but didnt confirm if my new fitbit will have warranty? 

      Sincerely,

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

      Business Response

      Date: 02/10/2025

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

      Customer Answer

      Date: 02/10/2025

       
      Complaint: 22916588

      I am rejecting this response because: I still have not received a response via email confirming a replacement and will there be warranty on the new device? Ive only had this device for 9 months and its defective


      Sincerely,

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

      Business Response

      Date: 02/10/2025

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

      Customer Answer

      Date: 02/11/2025

       
      Complaint: 22916588

      I am rejecting this response because:
      I've provided my information on two different occasions and still have not received a confirmation that the replacement has been sent once I received that email I will go ahead and accept the businesses response but until then I cannot accept it when there has not been a valid resolution
      Sincerely,

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

    Fitbit, Inc. is NOT a BBB Accredited Business.

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