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

Customer Complaints Summary

1,213 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.

Initial Complaint
Date:01/28/2025
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 bought a fit bit from ****** and it left burns on my wrist. Im October 2024 I contact Fitbit customer care team via email. They informed me to return the Fitbit for a refund. I have yet to get a refund after the Fitbit was delivered on November 2024. The fit hit customer care team is giving me the option through a ******** account that I do not have and cannot register for because its exclusively for business owners which I am not. I need my money back
Business Response
Date: 01/28/2025
Weve previously reached out to the customer and believe the case is resolved.
Customer Answer
Date: 01/29/2025

Complaint: 22868900

I am rejecting this response because: I have not been refunded.

Sincerely,

***** *****
Business Response
Date: 01/29/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 01/29/2025

Complaint: 22868900

I am rejecting this response because: I have been waiting since October 2024. After the Fitbit malfunctioned and burned my wrist. I believe Im due more than just my money back at this point.

Sincerely,

***** *****
Initial Complaint
Date:01/26/2025
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 registered my Fitbit ionic for the recall back in August 31 2024, and was told I would receive my refund 3-6 weeks after they received my device. Turns out I am not the only one with this problem. Along with that Im highly considering not doing anymore business with Fitbit because of their handling of this situation.
Business Response
Date: 01/26/2025
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:01/26/2025
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.
There is a safety Ionic recall from Fitbit and I registered my Iconic watch for a refund on Oct 16, 2024. I was supposed to get my refund after 3-6 weeks. I have made several calls with no ********** recall reference number is ****************
Business Response
Date: 01/26/2025
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:01/25/2025
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 have applied for a Fitbit Ionic watch recall refund on Octoer 16, 2024. Watch was disabled on Nov 16, 2024 by Fitbit as part of the refund process. I was told by Fitbit that refund will be issued within 3-6 weeks. Fitbit failed to send the refund after contacting them multiple times. I can no longer use the watch and the refund is still not issued.Ref#****************
Business Response
Date: 01/25/2025
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:01/23/2025
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.
Hello. I have applied for a Fitbit Ionic recall refund on August 8, 2024. I was told by Fitbit that refund will be issued within 3-6 weeks. Fitbit failed to send the refund after contacting them multiple times. I can no longer use the watch and the refund is still not issued. Reference **************** - This is the reference number for the refund process. Thank you.
Business Response
Date: 01/23/2025
"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:01/23/2025
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.
Hello. I hope you are doing well.I owned a Fitbit Ionic and Fitbit announced a Safety Recall of Ionic Smartwatches.I filed a refund on July 12, 2024. They said on email that I will get my refund in 3-6 ********'s been 6 months and I have yet to receive my refund of $299.00 USD Reference #**************** ********* email is ************************ Thank you.
Business Response
Date: 01/23/2025
"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."
Customer Answer
Date: 01/25/2025

Complaint: 22847482

I am rejecting this response because: Fitbit suddenly asking for Purchase receipt, I no longer have it as I purchased the Ionic 5 years ago. And they are also asking for the Photo of the Ionic device along with a piece of paper with the reference number written - this is impossible because they told me to dispose the Ionic after they disabled it.

Sincerely,

****** ******
Business Response
Date: 01/27/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Initial Complaint
Date:01/17/2025
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 a fibit charger 6 on December 20 2024. By the first week in January it had stopped charging. I went through the warranty option. Mailed back my brand new watch, bands and charger. I only received a watch no bands no charger. Now when I call back I was give the options of one band and a charger to be sent. I should have returned the item but didn't my fault thought since it is ****** it would be made right. I would have gotten a brand new set without having to piece together all my items if I would have returned it.
Business Response
Date: 01/17/2025
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:01/16/2025
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.
UNPAID Recall refunds for 2 Fitbit Ionics sent in. Followed ALL instructions & was told refunds would be sent in ~60 days via ******, a secure platform. Here is the history:I followed all instructions to the tee, and was confirmed that both were received. These were logged in the system on 8/30/24 & 9/1/24. One was my elderly father's account, which I provided. The other was our extra Fitbit and was briefly attached to my account. We all currently are active Fitbit ************ all replaced the Ionics - with a Versa 3 and a Sense 2 (both high end replacements), which can be seen on our accounts. Months later, I am still fighting for my refunds - I have now been told that my father is required to have a ******** account to get his. He is in his 80s and has been scammed before and this is an little known fin service company that does not have good safety reviews -and- requires some sort of 'business' to open an account. We will NOT be using this and want ******, as promised. They are telling me one is now not eligible even though they confirmed receipt of my brand new Ionic watch. I do NOT have a receipt as this was purchased years ago. I do, however, have the brand new box and charger still in my possession (they were not required to be sent in) for both watches. I was even told Fitbit may not be handling these refunds directly, I feel that Google/Fitbit just wanted to watches out of consumer's hands to remove the Ionic burn hazard liability and are forcing people to beg for their owed money - who NO longer have their functional watch - or NOT planning to provide the promised refund at all. This is absurd and I would expect better from ****** AND Fitbit. I am a household of ALL Fitibit repeat buyers. I am kindly requesting my 2 recall refunds ($598.00 total (299 x 2) to be processed right away VIA ******, as originally promised. You can even ****** search 'Fitbit Ionic recall' to confirm this & to see problems of other consumers .
Business Response
Date: 01/17/2025
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: 01/17/2025

Complaint: 22822782

I am rejecting this response because:
Per Fitbit's direct email responses to me, there has been no reasonable resolution offered to date. The last response I got was in response to my only option or reporting this issue to BBB and other agencies. The response was: "We respect your decision. Please note that the options provided are the only options available. Thank you for your understanding." As shown in the below info, the only options were to not honor one of the recall rebates, at all, and to use an unknown payment service for the other, even thought the advertised differently.
This is really unethical business practice to get these off of the street, and out of the Fitbit liability purview, and then only pay a few, here and there, in an untimely method for consumers fighting for what is rightfully owed. I fully understand business data analytics and see how this is working for this recall. Similar cases to mine can be seen all over the internet, as many people appear to be still fighting for and awaiting their overdue payments - easily seen by simple Google search on many websites, including Fitbit's own support page/blog.

In the attached photos, you will see that even, today, on the Ionice recall page, the only payment options shown are of a Mastercard gift card or ****** are to be selected (as was the case when I submitted almost 4 months ago - note that it was supposed to be paid in 4-6 weeks) and not some random payment site that has to be additionally registered for, such as this Payoneer. I selected ****** for both of ours, and we will NOT use a poorly reviewed unsafe payment site who requests personal information such as date of birth.

Also with regards to my recalled watch, not my father's, this was a brand new in the box extra watch that was attached to my account. There is no reason it should not be eligible when I don't have a receipt for an over 3 years ago purchased watch that was returned to you in good faith.

If they will not provide the recall payment via a safe method as marketed on their own website (screenshot attached), as well as not honor my 2nd recalled watch, I would expect my watches returned to me immediately in the condition they were sent to them in. I have a picture of the boxes attached for reference of the serial numbers to ensure the return of my personal watches. If these are not returned in a reasonable timeframe, I expect my payments to be submitted ****** as originally promised and expected, or brand new replacement watches sent to us in an equivalent value.

Sincerely,

***** *****
Business Response
Date: 01/17/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 01/17/2025

Complaint: 22822782

I am rejecting this response because:
I have not heard anything different directly from Fitbit and I will not accept their response until they offer a reasonable resolution. The options are returning both of my watches in original condition -or-, honor both recall rebates, in full, via a trusted and safe method, -or- replacement of both watches with 2 new watches of equivalent value.

Sincerely,

***** *****
Initial Complaint
Date:01/15/2025
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 have applied for a Fitbit Ionic watch recall refund on Nov 11, 2024. Watch was disabled on Nov 11, 2024 by Fitbit as part of the refund process. I was told by Fitbit that refund will be issused within 3-6 weeks. Fitbit failed to send the refund after contacting them multiple times. I can no longer use the watch and the refund is still not issused. Fitbit is doing a fraud by not paying and I need a refund right away as watch is disabled. Reference **************** - This is the ref # for the refund process
Business Response
Date: 01/15/2025
"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: 01/15/2025

Complaint: 22814823

I am rejecting this response because: I have not received any refund. I was told 3-6 weeks for a refund. It has been over 2 months. Fitbit must refund me in order to solve this issue

Sincerely,

****** ******
Business Response
Date: 01/15/2025
"Well continue to work with the customer towards a resolution within the scope of our policies."
Customer Answer
Date: 01/16/2025

Complaint: 22814823

I am rejecting this response because: Fitbit is not giving a refund as stated. Watch is disabled and refund is not given.

Sincerely,

****** ******
Initial Complaint
Date:01/12/2025
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 ******** recalled the Fitbit Ionic. They is issuing refunds of $299 per device because the battery was either burning up or exploding, causing harm to the wearer. I sent in multiple Fitbit Ionics. Now, Fitbit is refusing to honor my multiple refunds. They are claiming that I am not a consumer because I have sent in multiple devices. They are also not willing to return the devices to me. So they took my devices, refuse to give them back, and are also refusing to issue me the refund. I am currently owed refunds for 11 devices. That's $3289.
Business Response
Date: 01/13/2025
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: 01/13/2025

Complaint: 22802202

I am rejecting this response because:
This is the same response that Fitbit has been giving me since August 2023. Fitbit recalled the Ionic. They stated that once the item has been sent in to the company, they would issue a refund of $299. I sent in multiple items and now Fitbit is denying the refund. Here is there latest response (which gives no valid information).

"Hello ****,
My name is ********, and I am a member of Fitbit's Escalations Team. Your case was forwarded to me after you filed a claim through the Better Business Bureau (BBB) portal.
After a thorough review of your case, we regret to inform you that the pending Ionic registrations you submitted are not eligible for a refund.
Our team has conducted an extensive review of your situation, and we stand by the previous response provided. Based on our findings, the registrations do not meet the criteria for a refund.
We understand this may not be the outcome you were hoping for, and we appreciate your understanding.

Regards,
Anglica
The Fitbit Customer Care Team"
There are multiple devices (11) that I am waiting on a refund for. Not only will Fitbit not issue me a refund, but they stated that they will not send me back the devices (even if I am not refunded). Basically they are holding on to my 11 Fitbit Ionics and I get nothing.

Sincerely,

**** *****
Business Response
Date: 01/13/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 01/14/2025

Complaint: 22802202

I am rejecting this response because:
Here is Fitbit's response:
"Hello ****,
We appreciate your response and the information provided.
However, we must reiterate our previous response. Based on the thorough investigation conducted by our recall team, you are not eligible for a refund, and the refund process has been canceled.
For your reference, your case number is 8-7847000036737. If you need more help, you can contact us again and reference this case number, or reply to this email to reopen your case.

Regards,
Anglica
The Fitbit Customer Care Team"

How does this seem like they are working with me?
Here was my response to this:
"Hello ********,

Thank you for responding. However, I will NEVER stop emailing or contacting officials, attorneys, the ***, Consumer Protection, or whomever I need to contact until I either receive my devices back or my refunds back. You have taken my 11 devices without providing me with any compensation. Also, you have refused to send them back because you have stated that I'm not a consumer. You cannot have it both ways.

Fitbit stated that the items were recalled. I sent in the recalled items as requested. Now Fitbit is refusing to send them back and is refusing to issue a refund.

Please reopen the case and provide me with the 11 Ionics or the 11 refunds.

Your help in this matter is greatly appreciated,

**** *****"

I don't believe it is fair that I did exactly what Fitbit stated to do in the recall. I sent in these 11 and now I have nothing. They will not even return the 11 Fitbit Ionics to me--that I paid my money for.
Is there government agency that I could reach out to to further help me in this matter? FTC Or Consumer Protection. Should I get an attorney involved to help me with this?
I also know that I am not alone in this. There is a ************** for those that have submitted Fitbit Ionic Devices and are waiting on refunds. Would this classify as a class action lawsuit? Or could it?
Sincerely,

**** *****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Fitbit, Inc. is NOT a BBB Accredited Business.