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Business Profile

Photography Equipment

GoPro

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Photography Equipment.

Important information

Complaints

This profile includes complaints for GoPro's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

GoPro 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.

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    • GoPro

      3000 Clearview Way Bldg E San Mateo, CA 94402-3710

    • GoPro

      2111 Eastridge Ave Riverside, CA 92507-0778

    • GoPro

      3025 Clearview Way San Mateo, CA 94402-3709

    Customer Complaints Summary

    • 295 total complaints in the last 3 years.
    • 44 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:06/21/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a warranty claim to GoPro in early June 2025 for a GoPro HERO9 that experienced internal water damage and a non-functioning display during normal use. GoPro acknowledged the issue and confirmed they would issue a replacement once I sent video proof, serial number, and receiptall of which I submitted promptly.After weeks of no follow-up or resolution, I became frustrated and purchased a GoPro HERO13 from Best Buy, but it came without a charger. While attempting to return that device due to the missing charger, I broke my ankleadding both physical and financial stress to an already drawn-out situation.Despite all of this, GoPro continues to stall my HERO9 replacement, and now they are demanding additional payments instead of honoring the original warranty. Ive now spent over a month without a working camera and have had to absorb both physical injury and financial cost because GoPro failed to act in a timely or fair manner.

    • Initial Complaint

      Date:06/18/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      *** didn't delivered my package go pro try sending me a replacement but they didn't overnight i told them it won't be here on time so they told *** to send it back. Go pro said I was getting a refund my June ******* or before but that never happen. Support stop replying to my emails.

    • Initial Complaint

      Date:06/17/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      GoPro customer service has been unresponsive regarding all of my open cases. They have missed every single promised scheduled call back. I have been contacting them daily by email and phone but every response, resolution, or call back had been missed and they are not replying to emails. They have received my GoPros and my payments, but have not sent replacements or any updates. Please see the cases below:1) 5/19/202515609129GoPro Hero 11 Black MiniWarrantyRMA-1190550OpenUPS RMA TRACKING: 1Z97YY619034618649 - Promised GoPro Hero 13 **************** for the Replacement. 2) 5/20/202515608741GoPro Hero 9 BlackPaid ReplacementRMA-1192018OpenUPS RMA TRACKING: 1Z97YY619033673000 - Promised GoPro Hero 13 **************** for the Replacement. 3) 5/26/202515621644GoPro Hero 11 BlackWarrantyRMA-1192917OpenUPS RMA TRACKING: 1Z97YY619000518043 - Promised GoPro Hero 13 **************** for the Replacement. 4) 5/28/202515625672GoPro Ball Joint BuckleWarrantyNAOpen - Replacement 5) 6/9/202515647192GoPro Mag Ball MountWarrantyNAOpen - Replacement 6) 6/10/202515648935GoPro RemoteWarrantyNAOpen - Replacement 7) 6/12/202515653229GoPro Mag MountWarrantyNAOpen - Replacement 8) 6/13/202515654629GoPro Ball Joint BuckleWarrantyNAOpen - Replacement I am still waiting for the replacements...

    • Initial Complaint

      Date:06/16/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 placed an order with GoPro on 06/09/25 and have yet to receive my package. Despite the tracking showing as delivered, I never received the item, and I am unable to reach GoPros customer service. I have made multiple attempts to contact them for a resolution or refund, but the responses have been delayed and unproductive. I am requesting assistance from the BBB to help resolve this matter and ensure I either receive my product or a full refund.

    • Initial Complaint

      Date:06/13/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 ordered 2 HERO13 Black and 2 SanDisk Extreme 128GB microSDHC but was only sent 1 of each. I have contacted the company and created a case but it has been several days and Im not being responded to. There is no phone number to call. Im nervous because I see so many other BBB complaints that the company simply ignores. I would have preferred to receive the device but the company has taken too long to remedy this, so I would prefer a refund.

    • Initial Complaint

      Date:06/06/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 received a GoPro camera as a gift and right out of the box the battery was nonfunctional. I attempted to file a warranty claim through the company and they insisted I need proof of purchase to move forward, which I cannot obtain. Further, there seems to be a faulty part which they have not acted on. GoPro doesnt seem to be acting in good faith and their policies dont leave room for the reality that not everyone can provide proof of purchase. I have provided them with photos of the device and a description of the issues. They are unwilling to help out in any meaningful way.

    • Initial Complaint

      Date:06/02/2025

      Type:Product Issues
      Status:
      Unanswered
      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 purchased many GoPro cameras for work-related purposes over the years. Recently, I have needed to return a camera to GoPro which is still under warranty. When I try to contact GoPro, the only option available is to submit an email request. I submitted a request 4 Business Days ago and have not received any confirmation of my issue. There's no other way to contact GoPro's Customer Support: you cannot call, and their 'chat' option is no longer available. What can i do to return this camera?

    • Initial Complaint

      Date:05/29/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      They have been billing me since 2020 for the premium subscription when I have told them repeatedly I dont have a GoPro camera any more. They wouldnt replace my GoPro camera and didnt help me cancel my subscription.

    • Initial Complaint

      Date:05/07/2025

      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.
      On April 12, 2024, I purchased a one-year GoPro subscription for *****. Immediately after the purchase, I disabled the auto-renewal in my GoPro account settings. The website clearly displayed that the subscription was canceled and would expire on April 12, 2025, with no further renewals.Despite this, on April 12, 2025, GoPro charged my card *****. I contacted their support the same day. They confirmed the subscription had been canceled and promised a refund. However, they only refunded *****, and despite multiple follow-up messages (on April 27, 28, May 1, 2, and May 5), the remaining amount has still not been refunded.Their responses became vague and repetitive, promising a full refund "on its way," but no further amount has been credited to my account.I am a customer from ******, and under both ** and US consumer law, this is an unjustified charge.Desired outcome:Full refund of the remaining ***** (approx. $54) and a written explanation/apology for the unjustified charge.

      Customer Answer

      Date: 05/29/2025

      Thank you for your reply. The matter has been resolved and my money has been refunded. Best regards.

    • Initial Complaint

      Date:04/30/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 camera less than 10 months ago. The first camera broke because the lens housing came off. The replacement that they sent me will not turn on no matter how many attempts I make to resolve the matter. The company refuses to refund me and is consistently giving me a run around asking for additional information to resolve my issue. I dont want a replacement camera. I want my money back.

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