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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.

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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:04/08/2025

      Type:Sales and Advertising 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 had a problem with a product not working and Im trying to deal with customer service of the company which deleted all of their phone numbersand only responds via email now. I cannot get anybody to respond to my emails and can only get sales people on the phone Who lied to me about escalating the situation. I just want a phone call to settle this once and for all.

    • Initial Complaint

      Date:04/03/2025

      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.
      On 3/31/25 I received notification that I had an autopayment for a GoPro subscription through ******. When I looked into it I have been charged $49.99 yearly since 2022 for a GoPro subscription that I do not have listed on my account, did not authorize and do not have access to. I immediately tried contacting customer service with ********************** and got nowhere. There is no customer service phone number and I received no response from their messaging system when I contacted. I filed a dispute with ****** and they sided with GoPro who submitted that I have received the item. There is no item to receive and no account associated with it. I emailed their support team again through the Gopro website requesting the refund. After researching, I discovered that there are very fraudulent practices with GoPro with subscription services being attached to camera purchases and then making it difficult/impossible to cancel. I was unaware of any subscription service with my camera purchase form 2022 and have unfortunately not noticed these charges for the last few years. It's a very good scam by what I thought was a reputable business. I am only seeking a refund for the most recent charge since I doubt an unethical company would refund for anything more.

    • Initial Complaint

      Date:03/12/2025

      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 have been charged for a Gopro subscription for the last 3 years without my knowledge. When I caught it last year in March I called and requested a refund. They refused and I cancelled this subscription at that time. They just tried again this year to charge my card. Luckily I had stopped the subscription on my credit card end so they denies the payment. Then Gopro tried to charge me again and it was denies. They sent me several emails requesting I update my payment information so they could charge me again. I have all emails and communication showing I cancelled this subscription in March 2024 and filled a complaint with the BBB then as well.

    • Initial Complaint

      Date:03/11/2025

      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 originally bought a Go pro 11 mini used for kayaking and it got water in it and so did the replacement which was returned last month for a mutually agreed repeat replacement. The bad camera arrived at Go Pro 3 weeks ago and no replacement camera has been sent.Gopro Case # ******** Please help me contact and resolve this issue as I have tried many times with very little help and minimal response.

    • Initial Complaint

      Date:03/05/2025

      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.
      Hi, I would like to report a customer issue regarding fraudulent charges on a GoPro account. The customer has experienced unexpected charges that they believe to be fraudulent. They will need to provide specific details about these charges, including the dates, amounts, and any relevant transaction information. It would also be helpful to include any actions taken, such as contacting their bank or any previous correspondence with GoPro. This information will assist in resolving the situation promptly. Thank you for addressing this matter.

    • Initial Complaint

      Date:02/17/2025

      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.
      I purchased a GoPro Hero 8 black approximately a year and a half ago brand new. The GoPro has not functioned properly since the original purchase date and does not fulfill the necessary requirements to be considered an action camera. Since the original purchase date the camera has worked intermittently at best. The camera has now reached a point to where it will not turn on or function in any way just outside of the warranty window. The customer service agents said that there was no available fix for my issue after trying simple remedies such as charging, removing and replacing the battery, etc. After a ****** search, I learned that thousands of other users have encountered the same problem and were also told there was no effective remedy other than purchasing a new camera. For the price of this product and the reputation that GoPro created as an action camera brand, it is astonishing that they would continue to sell this camera to the public with a known defect that drastically shortens the lifespan of the camera. Myself and thousands of other users are now stuck with an expensive paperweight unless we purchase another new camera. GoPro needs to make things right and improve their quality control or they will continue to lose market share to their competitors.

    • Initial Complaint

      Date:01/09/2025

      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.
      this is our second gopro within 3 years, so quite a bit of money spent already. We recieved this Hero 11 on 5/10/23 and used it in ****** that May, again in ****** for a week in July 2024, and used it twice mountain biking for about an hour each time. We hadn't used it all in about 5 months until a few weeks ago when we were in ****** again and noticed the camera was full of water and the battery compartment rusted after a few short uses. Of course you can't email GoPro because they have no way to reach them. We set up a call and they never called. I finally got a call back after several attempts. i was told they couldn't do anything because the warranty (1 year) was up but we could pay more to get another one if we were subscribers. We said no thanks. She sent an email with a case number, ********, and link asking me to send a picture of the water damage. I sent it. Then I got another email asking for picture of serial number. Also sent that. Meanwhile I kept getting emails saying that they were still waiting for a response... so I kept replying saying I'd sent everything requested. Today I got an email saying they closed the case. Zero follow up on their part, zero resolutions. I refuse to pay another $400 for something that will barely last a year and with this sort of abismal customer service.

    • Initial Complaint

      Date:01/06/2025

      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.
      When I bought my GoPro, I also paid for their cloud subscription. I get unlimited use of the cloud for my videos or pictures taken using GoPro but if I need to edit a video and store it in my unlimited cloud storage, I have to use their Quik software. When I first bought the camera, they had a Windows version but they no longer do. A new software was supposed to be available before the end of 2024. That never happened. Now the only way I can edit video is using their Quik app on my phone but if my video is over 4gbs, you can't edit it which most of my videos are. Now the only way I can edit a large video is using a different software but I can't store it in their cloud as part of my unlimited storage.

    • Initial Complaint

      Date:12/27/2024

      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 had bought a go pro black 13 full kit on November 11th for my vacation, but it did not come in time for my vacation so i returned the whole kit with the label that gopro had provided me 1ZYY10729103751827. they then told me they will make a investigation with *** which they did and it concluded a few weeks ago. i have contacted them almost daily for weeks now and they continue to tell me to wait and wait. i just want my money back because now i keep getting interest on my credit card and i dont even have the camera which i sent back.

    • Initial Complaint

      Date:12/23/2024

      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.
      GoPro is providing a subscription service for $50 a year. This in includes several coupons for purchases. One main thing they advertise is $100 your next camera, after your first one year renewal. I just renewed and after the coupon showed up it said I need to spend $400 to use the coupon. At no point was this information listed. I've been waiting a year to get my next camera. This is really shady the way they getting users to renew without knowing the full details. They are refusing to refund my subscription.

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