We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

    Please enter a valid location.

    • 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

    • 292 total complaints in the last 3 years.
    • 45 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:01/08/2023

      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 purchased a GoPro Hero 11 and Media Mod on November 11. They do not work properly. I contacted GoPro on November 22 and still do not have a resolution. After days of communication in which I often didn't hear from them for up to 5-6 days, they had me send one of the products back. They received it on December 20.I still haven't received a resolution or my new product back. It has been nearly 2 months.

    • Initial Complaint

      Date:01/07/2023

      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.
      For Christmas I purchased my two children two identical Go Pro Hero 11 cameras and accessory bundles. When they opened the packages on Christmas Day, one was the Hero 11 with the accessory bundle that we had ordered, the other was only the Hero 11 camera. I double checked my order and had paid for the more expensive accessory bundle for both. After Christmas Day we have been consistently calling Go Pro and providing evidence of their mistake. We have been requesting that they just mail us the missing accessory bundle and they keep blowing us off. They inform us that a supervisor will be calling us back, they never do. They say that they will send us an email and then the email says that the right thing was sent even though we have submitted the evidence (several times) that the wrong package was sent to them. We have now spent hours on the phone and waiting on hold only to get the same run around and response each time we call. We just want the product that we have already paid for. It is a simple fix and their customer service has been manipulative and unprofessional.

    • Initial Complaint

      Date:01/05/2023

      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.
      Purchased a GoPro Karma Drone Back in Dec 18 2021 for ******. the Product became defective and in operable back in July of 2022. I opened a claim with Gopro Customer support (case# ********* and the company did 2 exchanges with drones that do not work. As Per GoPro's Warranty policy is states "GoPro products are guaranteed against manufacturing defects one (1) year from the original date of purchase. GoPro's sole obligation in the event of such defects during this period is to repair or replace the defective part or product with a comparable part or product at GoPro's sole discretion". Go Pro No longer manufacture the Karma Drone because it has reached its end of life. As a result, there are no comparable product they can offer. I have requested numerous compromises with this company and they are not willing to accept. i think the correct thing to due here is to provide me with a refund or a credit of equal value to use towards their gopro products.

    • Initial Complaint

      Date:01/05/2023

      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 November 27th, 2022, Go Pro charged my credit card twice for my annual Go Pro Quik. I have called and done online chats for over a month on a weekly basis, and it hasn't been fixed. The case number they gave me was *******. I'm hoping you will be able to help me get this resolved.

    • Initial Complaint

      Date:01/02/2023

      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 GoPro with 1-year subscription service in December 2021 as a Christmas gift for my niece. I used my credit card for purchasing it. On December 28, 2022, I received a notice that their automatic renewal has been charged from my credit card without any in-advance notice. As soon as they opened business on the same date, I requested to cancel the service. However, they finally denied cancellation and a full refund. As a customer, the service has not been used at all since the time and date of the renewal charge. However, they rejected a customer's request to cancel the service and a full refund.

    • Initial Complaint

      Date:12/30/2022

      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 Gopro Hero 10 black Order #NA03727117 in Nov 2022 for a xmas gift. With the promotion, you received a 1 year subscription. I did not use the subscription, nor did the person that received the Gopro as a gift. Gopro charged my credit card for another year of the subscription. I called to question and cancel the subscription. I received an email from Gopro that they will cancel my subscription on 11/23/2023. I would like them to cancel my subscription and pro rate my payment back to my credit card.

    • Initial Complaint

      Date:12/29/2022

      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 withdrawal out of my bank account from GoPro subscription, which was not purchased by me. It was under my sons account without my permission used my card. The subscription was never used and will never be used. I called them immediately and They refused to refund me and said I can still use the subscription (when its not even mine!) even though its not my account and it was fraudulent. I am now disputing with my bank.

    • Initial Complaint

      Date:12/27/2022

      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.
      On 13Dec2022 GoPro arbitrarily charged my account $49.99 for their subscription service that I've never used. I purchased one of their items last year for my son, and I have never used and will never use this service they are charging me for. I would like a refund for this charge, yet when I contacted their customer service, they informed me that they were unable to do so. If this is not resolved, I will never purchase a GoPro device and will actively petition against other purchasing their devices as well.

    • Initial Complaint

      Date:12/26/2022

      Type:Billing 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.
      Subscription renewal Tried canceling would not cancel Then they charge me Then they would cancel while the charges were pending. ***** office was closed on Dec **************************************************

    • Initial Complaint

      Date:12/20/2022

      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 have ordered this item as a Christmas gift for my child almost a month ago. The email says that the item was sent back to sender by **** GoPro never notified me of anything (no communication, no emails). I have attempted to contact them countless times via phone, email, text chat. It keeps saying that their office is closed. Even during business hours open. I havent been able to communicate with anyone. *** is not giving me any information. Just telling me that item could not be delivered.This is horrible business practice. Horrible customer service. No feedback. I need this item before Christmas. It is a present. This is frustrating that you cannot talk to anyone. Order number NA04909449

    GoPro is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    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.