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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

    • 1,218 total complaints in the last 3 years.
    • 186 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:02/07/2025

      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 name is ******* *****. I applied for the fitbit ionic recall back in July of 2024. My fitbit device was disabled, and on 7/15/24 I received my reference number, and an email stating I would receive my refund within 3-6 weeks. It has now been 7 months and I can not get any information about my refund. Fitbit disabled my ionic device and did not refund the funds as promised. I am seeking the refund as promised.Fitbit Ionic Recall Account Verification - Reference **************** Fitbit <************************************************************>Jul 15, 2024, 9:26AM to me Dear Valued Customer,Thank you for registering for the Fitbit Ionic recall. We verified your account, disabled device syncing, and will issue your refund within the next 3-6 weeks.Note if you have multiple impacted devices, you must repeat the registration process for each device.If you have any questions, contact us.Your safety is always our top priority. Thank you for your continued support and being a member of the Fitbit family.

      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.

    • Initial Complaint

      Date:02/07/2025

      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.
      This is the second FitBit I have purchased that has caused a reaction or burn on my wrist. I use it as specified includig the cleaning. The first time I thought I was unlucky with a defective unit. The second time contributes to a pattern.

      Business Response

      Date: 02/07/2025

      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:02/07/2025

      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.
      Unpaid Ionic recall refund. Registered my Ionic for refund on Oct 16, 2024. Been 4 months and still no refund.

      Business Response

      Date: 02/07/2025

      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:02/05/2025

      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 have been a fit if user for over two years using a Versa 3 platform manufactured by Fitbit. Recently I received an email indicating that some Versa 3 devices were identified as having a battery overheating issue. In this email I was informed that I must perform a software update for the battery overheating issue. The email also informed me that I must perform this update but February 23,;2025 or my Fitbit data would be deleted completely after that date.After performing the update for the battery overheat update, my Versa 3 failed to operate properly. I contacted Fitbit support for assistance. After troubleshooting my problem, I was informed that my Versa 3 was out of warranty, and unable to support the battery overheating issue update. The only resolution provided by Fitbit was to purchase a new Fitbit product at my personal cost. The failure of my Versa 3 was caused by a mandatory update by Fitbit. They provided no resolution other than out of pocket costs assigned to me for the failed update I was forced to upload.

      Business Response

      Date: 02/05/2025

      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:02/05/2025

      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 submitted my recall form on March 5, 2024 then fitbit disabled my Ionic watch. I was told I will get the refund in 3-6 weeks but its been 10 months already. Fitbit reference number ****************

      Business Response

      Date: 02/05/2025

      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:02/04/2025

      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.
      I bought a Fitbit ACE LTE for my daughter, who is 12 years old, to wear to school for emergency SMS and tracking. I also paid for one year of LTE cell service for the watch. A volleyball during PE hit her wrist and it fell off, cracking the screen, and Fitbit refused to replace the screen. This was created for active kids, not toys.

      Business Response

      Date: 02/04/2025

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

    • Initial Complaint

      Date:02/04/2025

      Type:Billing 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 has been charging my Apple Card for months I call n they say will cancel it next month same this has been going on for more then 6 months

      Business Response

      Date: 02/04/2025

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

    • Initial Complaint

      Date:02/03/2025

      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.
      I bought a Versa 3 Fitbit over a year ago. It worked great until I started wearing while swimming. Now, some features don't work such as it no longer records my miles and the face remains black. The clock face used to show all the time. I called Fitbit twice about the problem and each time we did a reset. It didn't work. I called back to request a new Fitbit because those remedies didn't work. I was told my watch was no longer under warranty, so I wasn't eligible for a ***lacement watch. I explained that Fitbit guarantees my Fitbit is submersible in water up 50 meters of water and is safe for swimming. The *** said he needed to pass my request up to someone else because he wasn't authorized to approve something like that and he'd have someone contact me. I got an email a couple days later, but it didn't address my request. Instead, I was given instructions to reset features relating to recording my swimming data. I wrote back reiterating my request for a new Fitbit and why I thought they should ***lace mine. I have yet to hear back from them. I think either the Fitbit is faulty or they've mis***resented the claim that my Fitbit is waterproof. Regardless, I believe the guarantee the supersedes the warranty protection.I bought the Fitbit at ****** for $159.95, but I no longer have the receipt.Thank you for your help in resolving this issue for me.Kawaji Armitage

      Business Response

      Date: 02/04/2025

      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:02/02/2025

      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.
      Two (2) Fitbit Ionic Smart watches that were on voluntary recall were sent back to Fitbit 7 weeks ago. Reference numbers for both watches sent back are: **************** &**************** I am owed $299.00 USD for each voluntary recalled ionic watch returned to Fitbit. That is $598.00 USD in total. There are numerous complaints online about Fitbit doing all they can to not payout these recall and I would like them to send me the money they owe me and stop dragging out this process.

      Business Response

      Date: 02/02/2025

      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: 02/04/2025

       
      Complaint: 22889264

      I am rejecting this response because:

      Seller has not contacted me and it has been 2 days since they said they would. The time frame for me to respond is only 5 days.  I will not let this case be closed because I am waiting for a response that hasnt come in over 7 weeks from Fitbit.  Id like them to issue the refund for the 2 (two) Fitbit Ionic smart watches I sent back to them for a full refund over 7 weeks ago.  

      The only acceptable outcome for this case is a refund of $299.00 USD for each Ionic smart watch that was sent back for the voluntary recall.  That amount is $598.00 USD total for the 2 I sent to them.   The reference numbers for each case was sent in the initial complaint to BBB.  

      Sincerely,

      JM

      Business Response

      Date: 02/04/2025

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

      Customer Answer

      Date: 02/04/2025

       
      Complaint: 22889264

      I am rejecting this response because:

      Hi,


      I will not be providing receipts as it has been YEARS since purchasing.   Ive read online from many people experiencing these types of requests to delay the refund process.   I have sent in 2 Fitbit ionics that qualify for a full refund under the recall.  So Im expecting that refund without any delay.  Ill keep my BBB complaint open until the refund is processed and update it with the laughable request for a receipt from a product that came out in 2017.  



      Sincerely,

      JM

      Business Response

      Date: 02/05/2025

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

      Customer Answer

      Date: 02/05/2025

       
      Complaint: 22889264

      I am rejecting this response because:

      These are 2 very unrealistic requirements considering the age of these devices.  If I would have known I would have advised the original owner, when they were still alive, to keep the receipt and box cause years later there will be a recall because they are unsafe to wear I would go back in time and do so.  This is an unreasonable request and from the forums online are simply a stall tactic by Fitbit to not have to pay for the devices sent back.  


      You have the watches and my ****** information.   This is all the information that is needed at this point because they have been verified as 2 Fitbit iconic watches that were recalled due to safety issues. 


      Please do the right thing and honor the recall. 


      JM 



      Sincerely,

      JM

    • Initial Complaint

      Date:01/29/2025

      Type:Product 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.
      Hi, BBB:The fitbit company had issued a recall on their fitbit ionic watch due to a burn hazard that may result in ********* father, ************************* is the watch owner, who delegate this matter to me.He completed the recall process, which disabled my perfectly functioning watch.The price he paid for the watch was ******** baht (about 300 usd) for the fitbit ionic watch.The company give him two options:1. money via *******2. gift voucher via lazada online shopping platform.He chose *******The information regarding the refund process are as followed:1)Refunding reference number: 2024-0131-0424-6753.2)account email: [email protected])communication email: *****************************.Fitbit said that the money will be given within 6 weeks. It has passed and nothing ****** turns out ****** no longer providing their service in ******** for a while now.I contacted fitbit in order to switch the payment method to lazada.I messaged their ******* account, which tell me to check my junk mail.I called their international phone contact center, which tell me I need to contact another number.I called their refund center, which tell me they can do nothing about it and passed me over to legal.The legal department said that since I am the one that chose the ****** option, the case is closed. They considered me to be paid in full despite not giving me any money and there is nothing else they can or will do about ***** money has been received and the watch no longer work.This felt like a fraud since the option that they provided is not even valid.Please help me get the refund money.Please contact me via the email: ***************************** Best Regards,*** *.

      Business Response

      Date: 01/29/2025

      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: 01/31/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that their effort to come to a resolution is satisfactory to me for the moment. But please note that no resolution has been reached yet.

      Sincerely,

      Nat Wongpatimachai

    Fitbit, Inc. is NOT a BBB Accredited Business.

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