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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

    • 293 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:12/16/2022

      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 sold drones in 2017 and I bought one at that time. I had not used it often. Recently, 12/15/22, I went to use the drone and it did not work. The drone needed a software update. Apparently, GoPro did a final software update a year ago or so and then stopped doing updates. They did not contact customers to let them know they would not be able to fly the drone if they did not get the update. I now have a drone with version **** software and needs ****.01 upgrade to fly. Basically, GoPro rendered my drone grounded. I contacted them and they have done nothing to resolve.

    • Initial Complaint

      Date:12/15/2022

      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 is charging me a subscription fee (****) monthly for their plus membership, which is to include; no questions asked camera replacement, and no wait support calls, plus more. They are trying to charge me an extra fee for the no questions asked replacement. The fees are no where mentioned when they show you so many ads to buy the subscription, and how easy camera replacement is. But they don't stand behind it without an extra fee. But some reviewers are showing where they waived the fee for them, but not for others.

    • Initial Complaint

      Date:12/14/2022

      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 8 Black from the company directly. Immediately after receiving the camera I had issues with it powering off at random times and the battery would die around *********************************************************************** card and updating firmware on the camera. None of the attempts worked so I sent the camera back to GoPro. I then purchased a 2nd 8 Black from ****** that had similar issues. Giving it a 3rd time, I returned and got another one from ******. Yet again I had issues. After numerous phone calls with GoPro, I was told the following. 1. The camera doesn't work in the cold.2. The camera doesn't work in the heat.3. Purchase more GoPro batteries and that should fix the issue. After spending $100 on 2 new GoPro batteries with a GoPro dual charger, I witnessed the exact same issues as before. The camera would turn on and either shutoff randomly (going from 80-100% battery to 0%) or the video would pause and the sound recording would continue, then the camera would die. I called GoPro at least a dozen times asking for help and all they said was they would send a discount code to get a new one or I can buy a subscription to fix the issue. For 18 months I've been given excuse after excuse with no real resolution. Now it's out of warranty and they just want me to give them more money when none of the cameras ever worked. There was an 8 month period that I could not attempt to use the camera due to a family sickness that ended in a death so I was a bit preoccupied and couldn't waste time on the phone with GoPro. I've asked GoPro to go back and listen to all the conversations I had with them, but they refuse to do so. They advertise these cameras with people skiing/swimming etc, but unfortunately I can't get even close to either of these. I own 2 older GoPro's and have never had a problem. This Hero 8 Black is the complete opposite. Any help would be appreciated to end this total nightmare.

    • Initial Complaint

      Date:12/10/2022

      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 is selling defective batteries. I was promised two new batteries and they are now refusing to send them. GoPro will not function in cold weather unlike all the commercials showing people using a GoPro while skiing. An average person will need at least 10 batteries in order to film a day of skiing. GoPro is fraudulent and is putting out false advertising.

    • Initial Complaint

      Date:12/09/2022

      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 **** offered me a free one-year subscription service in November 2021 as a gift when I purchased a GoPro camera. The subscription service was auto-renewed on 11/28/2022. I canceled the renewed subscription on 11/28/2022 when I realized I got charged and requested a refund for the charge of a one-year auto-renewed subscription, but GoPro **** rejected my refund request.GoPro **** violated Californias Amended Automatic Renewal Law effective on July 1, 2022, which clearly states that A business shall provide a consumer with a notice as specified in paragraph (4) of subdivision (a) if either of the following is true, provided that if an automatic renewal offer or a continuous service offer requires a notice under both paragraphs (1) and (2), only the notice specified in paragraph (2) shall be required:(1) The consumer accepted a free gift or trial, lasting for more than 31 days, that was included in an automatic renewal offer or continuous service offer or the consumer accepted an automatic renewal offer or continuous service offer at a promotional or discounted price, and the applicability of that price was more than 31 days. (A) The notice shall be provided at least 3 days before and at most 21 days before the expiration of the predetermined period of time for which the free gift or trial, or promotional or discounted price, applies.When I checked the emails from GoPro ****, I found they only sent out a reminder email on Oct 30, 2022, which is 29 days before the expiration. This doesnt comply with the State law above that the notice shall be provided at least 3 days before and at most 21 days before the expiration.Moreover, the reminder email from GoPro **** has highlighted "No Action Needed" words in the email's subject, which is super misleading.The resolution Im seeking is to get a refund.

    • Initial Complaint

      Date:12/08/2022

      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.
      The Gopro charged me for 1 year of subscription, without notifying me the auto-renewal, which I was not intended to do on Nov.25 2022. I noticed the charge and would like to claim a refund. I never used any Gopro subscription service, but they refused to refund me. This is just ridiculous and pathetic. It looks like this company is making a profit from people's ignorance.

    • Initial Complaint

      Date:12/08/2022

      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 a GoPro Karma Drone that will not pair with the controller and like thousands of other Karma owners am not able to fly my drone nor is GoPro willing to acknowledge the problem or help with any sort of resolution outside of a discount to by other products from them.

    • Initial Complaint

      Date:12/07/2022

      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.
      1) I got an email in October from GoPro saying that my (unwanted, unused) subscription renewal could not be processed without updating my credit card info.2) I did not want to renew the subscription, so I did not update my credit card information. My credit union declined the $52.99 charge a month later. 3) Directly after the declined charge, someone other than me updated the exp. date of my credit card, and then GoPro charged me again, and this time the charge went through. According to the GoPro subscription policy, this was already too late for them to process a refund.4) GoPro's "customer service" phone number directs callers to seek support on their website. It is not possible to talk in person with a human being. I assume this is because thousands of people end up in this same situation: charged unethically, if not illegally, for an annual subscription they do not want or use.4) When I described in the online support chat that someone had updated my credit card info without my permission and then the subscription was billed without my permission, GoPro Support responded Thats weird5) A week later I received an email stating that due to GoPro subscription policy they are "unable to process a refund." Unable? Or unwilling?6) GoPro hides behind their subscription "refund policy" to s**** over their customers and charge them for a subscription they do not want or use. Not the action of a reputable company.7) It is not possible to remove my credit card information from the GoPro website without entering a different credit card number. I do not want GoPro to have any of my credit card information because they changed the expiration date and charged me without my permission. GoPro is not a trustworthy ******* of my financial information.8) GoPro should not be enabled to engage in this behavior. I am working with my credit union to dispute this charge. I wonder about the legality of this transaction, and how many $1000s they are making off of this practice.

    • Initial Complaint

      Date:12/05/2022

      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 sent my camera that I recently purchased back to the company because it has never worked properly. I sent the camera in on 11/19/2022. I am now being told that they will send out another camera in 2-3 weeks? Why is this? I want my camera that I paid 600 dollars for.

    • Initial Complaint

      Date:12/02/2022

      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.
      No renewal notice sent for a service I barely ever used in the past and do not want now. I asked for my $49.99 back the same day as auto charged and they are refusing. I need my money back.

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