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

1,212 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:01/10/2025
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.
Fitbit had a recall on my watch in 2022. Fitbit was sending out full amount checks back to consumers when they returned the correct fitbit watches. I called the company, they determined mine was one of the recalled fitbits. They sent out a "return" package to me. I put my fitbit in it. With my receipt, and the box. I didn't hear from them for months. I called. They said they received it and it was in processing. I have called over 25 times in the last 2 years with no closer to getting my promised money back. Everytime I call I get bounced around from person to prison having to repeat myself from the beginning all over again.
Business Response
Date: 01/10/2025
"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:01/06/2025
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.
I bought the Fitbit Charge 2 wearable watch/tracker on February 13, 2018 (before ******'s acquisition of Fitbit) from The Source in ********, **. I have used it with my present and past Apple iPhones without any issues. However, since December 2024, I began to notice a loss of connectivity between my Fitbit Charge 2 and iPhone. I researched the issue extensively on the Internet, including public support forums for Fitbit and *****. I waited until the Fitbit Charge 2 battery was exhausted for a full recharge (the Charge 2 does not have an "OFF" button). I ensured that my iPhone 11 Pro was running the newest available iOS. I further ensured that my Fitbit App was the newest available from the Apple app store. While charging the Charge 2, I pressed the side button for 4+ seconds until it restarted (as signalled by the Fitbit logo). None of these worked and my Fitbit continues to display the wrong date and time, and has lost connectivity with my iPhone. Having used but kept my Fitbit in excellent condition, I am very disappointed that the watch/tracker has been rendered useless not due to my own negligence but rather, I suspect, due to software issues. I contacted Fitbit on January 5, 2025 and received troubleshooting technical assistance from ***** of the Fitbit customer care team. Unfortunately, while he was unable to make my Fitbit Charge 2 work, he offered me a 35% discount coupon for a replacement watch/tracker. I was prepared to purchase the ****** Pixel Watch 3 but learned that there is NO support for connectivity with Apple iOS devices like iPhone. This prompted me to research further and there are published news articles about the likely possibility of ****** terminating Fitbit smartwatches/fitness devices. I am now concerned that the 35% discount was an empty gesture now obliging me to seek additional assistance/consideration from your company to restore my confidence in it by replacing my Fitbit at no charge since its iOS support is apparently decreasing.
Business Response
Date: 01/07/2025
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.
Customer Answer
Date: 01/07/2025

Complaint: 22776746

I am rejecting this response because it demonstrates Fitbits lack of acknowledgement of its partial responsibilities in causing my tracker to suddenly lose connectivity due to lack of software updates. Fitbits respondent (********) even mis-categorized my Fitbit issue.
While I appreciated receiving the 35% off coupon from *****, I quickly learned that the vast majority of tracker/watches ******* Pixel Watch 3) no longer supported Apples iOS which my iPhone uses.
I am hesitant to spend new money on a Fitbit because, following Googles acquisition of Fitbit has led to a gradual decrease in support for users who wish to connect Fitbits to their Apple devices, as evidenced by above.
I simply ask that Fitbit reconsider my request in light of the circumstances.
Sincerely,

******* *****
Business Response
Date: 01/08/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 01/08/2025

Complaint: 22776746

I am rejecting this response because there has been no further solution provided. Fitbits position has not changed whatsoever.

Sincerely,

******* *****
Initial Complaint
Date:01/06/2025
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.
In December 2023, I ordered a new Fitbit Luxe. This device is still under warranty and a couple months ago towards the end of 2024, the battery in the device started draining quite rapidly which is unusual for the age of the device. I have been in contact with Fitbit several times about this issue and tried the troubleshooting steps they recommended. After countless hours messaging back and forth, the company is still unwilling to help me and now they are completely ignoring my messages altogether. I believe they should send me a replacement Luxe device because mine is defective and is still under warranty!
Business Response
Date: 01/07/2025
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.
Customer Answer
Date: 01/07/2025

Complaint: 22776073

I am rejecting this response because they are unwilling to resolve the issue. I have spent several hours over the past couple months explaining to them how their product is defective and because it's under warranty, they should offer to replace it. Instead, all they are willing to do is suggest useless troubleshooting steps which I have already tried.

Sincerely,

******** *******
Business Response
Date: 01/07/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 01/07/2025

Complaint: 22776073

I am rejecting this response because they are NOT trying to resolve the issue! I want a replacement device because mine is defective and I keep getting flimsy excuses. My device is under warranty and is defective! I've never experienced such poor customer service before in my life.

Sincerely,

******** *******
Initial Complaint
Date:01/05/2025
Type:Service or Repair 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.
***** ***** ************************************************** Phone: ************ Email: ******************* Date: 1/5/25 To Whom It May Concern,I am filing this complaint against Google/Fitbit regarding the loss of critical data and their failure to respond to my formal requests for assistance.I have been a loyal Fitbit user since 2019, using the device to track thousands of miles, including an impressive ***** miles in 2020. This data is vital not only for personal tracking but also for my work, as it directly impacts my compensation.During Fitbit's migration to ******, I lost all mileage data. I contacted Fitbit support, spent hours on the phone, and followed all troubleshooting instructions provided. Despite their assurances that my case would be escalated and I would receive follow-up emails, no resolution or communication has occurred.Instead, I was offered a 30% discount on a new Fitbit device, even though my existing device was functioning before this issue. This offer is both inadequate and irrelevant to the actual problem at hand. Furthermore, the suggestion that I should have manually backed up my data contradicts Fitbits advertised promise of reliable data storage and tracking.Details of the Issue Incident: Loss of mileage data during the Fitbit-to-Google migration.Impact: Loss of work-related data affecting compensation and countless hours spent on resolution attempts.Customer Service Failures: Promised follow-ups and escalations were not honored.Desired Resolution I request that Google/Fitbit:Retrieve my lost mileage data or provide a clear explanation of why it cannot be recovered.Compensate me for the time and work-related losses incurred due to this issue.Reason for BBB Filing Having received no response to my previous communication with Fitbit, I am now seeking BBB intervention to ensure my concerns are addressed.Thank you for your attention to this matter. I hope to resolve this issue promptly and amicably.Sincerely,***** *****
Business Response
Date: 01/06/2025
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: 01/08/2025

Complaint: 22771329

I am rejecting this response because: I am not accepting this response because they have not communicated with me nor tried to contact me via phone nor email. The few times I have called them I was told they were going to escalate my case and I would be receiving an email follow up. After being told that 2 times, the 3rd time I contacted them, they said there was no escalation and I was transferred to another representative. Again, no effort to respond nor address the matter at hand. The only thing they offered was a 30% discount on a new watch. I do not need a new watch, I needed the one I currently have to function and work properly and for them to help me recover my data they lost after forcing the migration. They are uninterested because they are not making money off the product I have due to the fact ****** purchased fitbit after I already owned a fitbit. They have made no effort to help or communicate or contact me in any way.

Sincerely,

***** *****
Business Response
Date: 01/08/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Business Response
Date: 01/29/2025
To Whom It May Concern;

Please note that we have been in consistent communication with our customer regarding his claim.

However, due to an incident in customer's end, he hasn't been able to get our emails and sent this verbating on January 28th : "I'm just seeing these emails. Not sure why they don't pop up in my daily mail. I have to search for it"

Additionally, please note that we have re-engaged with the customer and are currently working towards a solution.
Kind Regards,
Customer Answer
Date: 01/29/2025

Complaint: 22771329

I am rejecting this response because its a follow-up to the original complaint I filed with the business. I initially rejected their original response because it mentioned they would communicate with me via email, and I wanted to ensure that was genuinely followed through. We are currently working on an agreement, and I just want to ensure we have a third-party mediator to hold them accountable. While they seem to be cooperating, the process has taken longer than expected, which makes me feel they may have been waiting out this complaint. However, I believe were close to a mutual conclusion.
Thank you,

Sincerely,

***** *****
Business Response
Date: 01/30/2025
"Weve previously followed up with the customer and stand by our last response
Initial Complaint
Date:01/03/2025
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 fitbit versa recently and i've had a number of problems with the case coming apart due to glue on the watch that holds it together being very poor. I've seen many other people complain about this same issue. I've also had problems with the battery not holding a charge well enough to last. Anyways, many issues with my fitibit. It's a pain to contact them because of their hours of operation. I recently contacted them the other day and now they are trying to claim my warranty is out
Business Response
Date: 01/03/2025
Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.
Initial Complaint
Date:12/30/2024
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 was a recall by Fitbit for one of its watch devices, ionic. We had to register the product to send it back and turn on their website information they were to give us $299 refund to put toward a new device. The information on this site Informed us that we would have a return call or email within a few days and that they would issue the refund soon after. Original registration was February 21, 2024, and since then I have placed approximately 10 phone calls, resulting in the same thing every time no updated information, Has to be resubmitted, we have escalated to hire, youll hear back within three days. Never have received a response back after I hung up. I waited well over a month and called him again this morning with the exact same result transferring me to Fitbit. They take all my information again And they say that I will hear from someone in three days that theyve escalated it once again.
Business Response
Date: 12/31/2024
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:12/27/2024
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.
was promised a $299.00 refund for a recalled Ionic Fitbit watch returned to manufacturer...I have yet to see the funds in my ****** account,,,,see screenshot of Fitbit / **********************
Business Response
Date: 12/28/2024
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:12/26/2024
Type:Billing 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 got an alert in my Fitbit app, offering me a 3 month free trial of Fitbit Premium. I decided to take the offer, which would lead to an annual membership after the 3 months, at which time I would be able to choose a one time payment or monthly payments. I saw no fine print on my screen or any alert that I was not eligible for the free trial. Fitbit then took out the entire annual membership fee from my bank. In searching for a solution online, I saw other complaints about this practice.If I had gotten an alert that I was not eligible, I could have signed up for a monthly subscription for $9.99 a month instead of $79.99 all at once.This was paid through my Apple Pay.
Business Response
Date: 12/26/2024
"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:12/16/2024
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.
***** 2 purchased March 2023. Facing separated 3 months ago. Since that time it has been taped together. Strap has been broken about 7 months. Using a rubber band to keep watch on wrist.Very disappointed. This is my second Fitbit. I like my watch until now. I will not purchase glue to put back together.
Business Response
Date: 12/17/2024
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:12/13/2024
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.
REQUESTING A FULL REFUND FOR CASE #9-5638000037643
Business Response
Date: 12/13/2024
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.

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

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

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Fitbit, Inc. is NOT a BBB Accredited Business.