Photography Equipment
GoProHeadquarters
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Important information
- Customer Complaint:
GoPro came to BBB’s attention in November 2009. A review of complaints was completed in April 2025.
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Complaints
This profile includes complaints for GoPro's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 292 total complaints in the last 3 years.
- 44 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/01/2022
Type:Product IssuesStatus:UnansweredMore 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.
Below is a message I sent to GoPro that explains the situation. I sent the email after speaking with them on the phone (with ********************* also on the line) on Nov 25th. I spoke with someone on Nov 29th who said a supervisor would call me back on Nov 30th. No one has called me. At this point, I think it would be fair for them to refund $150 to my in-laws. I have absolutely zero confidence in GoPro's ability to manage accounts given their total failure of customer support. I am confident that this issue stems from customers being unable to reach someone they can effectively communicate with for help.This is from the email I sent GoPro on Nov 29:I'm trying to help my mother and father-in-law with an issue - they are older and are not as comfortable with technology.In 2020, ************************* and ********************* each bought a GoPro as a gift item, using email addresses ********************* and ********************* The first issue is that my father-in-law had a typo in his email address - ******************* isn't him (he's just ******************** From what I can tell, GoPro set up an account for him without ever being able to reach him for confirmation. Their mailing address is ***************************** in Williamstown, ** 08094.In 2020, GoPro offered a promotion for a free year of membership. I remember ***** saying she called customer support and it was an absolute nightmare trying to figure out how to gift the membership. I think what happened was that she and ******* ended up with the free year (which of course they didn't use - they had given away the cameras) and those of us receiving the cameras set up our own membership.Anyway, now, in 2022, ***** received an email saying that an automatic renewal had not gone through because the credit card it was charging to was cancelled. At that point, she started digging, and realized she and **** had been getting charged for renewals of these accounts that they've never so much as logged into. I reached out to GoPro and spoke with someone, with ***** on the line. While we're happy that the account has been discontinued for ******* and that you don't have a valid credit card to charge *****, I am personally very uncomfortable with how this all happened. I feel they were both very taken advantage of by terrible customer service. I think ********************** has basically stolen $150 (the 2021 renewals, plus *******'s 2022 renewal) from an older couple who had tried very hard to get help when making their initial purchase.Initial Complaint
Date:11/29/2022
Type:Product IssuesStatus:UnansweredMore 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 was charged a $55.05 renew subscription fee for GoPro service without any previous notice after free trail of first year. I asked them for cancelation and refund but the refund request was *****Initial Complaint
Date:11/29/2022
Type:Product IssuesStatus:UnansweredMore 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.
Case Number ********: We purchased a Go Pro Subscription when we purchased a GoPro in 2020. In 2021 we received a notice of renewal and chose to let it renew. This year, we received no notice of renewal and were automatically charged. Within 2 days of the charge, we cancelled the subscription, however the date of cancellation was listed as 11/16/2023 (next year). I went to the GoPro customer service page and requested a call in regards to the matter in an effort to get an immediate cancellation and refund. I received an initial call, however, GoPro refuses to offer any type of refund even though they acknowledge that no renewal notice was provided and told me that they usually don't send them anymore (I find this hard to believe because more and more states are requiring that renewal notices be sent). The service rep refused to provide any additional contact to try and resolve the issue. I was told it was not allowed and that they did not have any methods to do such a thing (again, seems impossible as more and more states are requiring refunds to be provided if renewal notices are not sent). I asked for a supervisor and was told they would just tell me the same thing and there was no point in contacting them. They would not provide a number to call and said they would try and have someone call me within 24 hours, but was warned if it was for this same issue, they would just tell me the same thing. I requested a call anyway. A call came in from the same number the initial call came from and there was no one on the line. Seems like they just placed the call to add to their records that the call was made, but did not plan to talk to me.Initial Complaint
Date:11/27/2022
Type:Service or Repair IssuesStatus:UnansweredMore 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.
GoPro offered a one year subscription with purchase with GoPro hero 11. In my account it has my old GoPro hero 8 which I canceled the subscription which is good until May ******************************************************************** because I already have a GoPro subscription however they sent me an email saying one year free subscription for my new 11 which would make to November 2023. I want go pro to honor their advertisement extend my subscription until November 2023. I would also like them to honor the 15% extra off they offered subscribers like me which they havre refused to do for my order which would have been ***** to my credit card. They sent me an early Black Friday deal which I took and when Black Friday happened they offered a better price for the go pro. Since I have not received my GoPro, I called her customer service in the (*********** call center), and they said I would have to return the GoPro and order a new one, and I thought that was ridiculous. I want go pro to refund the money and extend my subscription like they advertised.Initial Complaint
Date:11/21/2022
Type:Product IssuesStatus:UnansweredMore 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.
On 11/19/2022, I was charged $49.99 for the GoPro subscription again. GoPro bundled the subscription with the purchase of a GoPro device; I wasnt even aware of the subscription, and I was charged $49.99 last year as well. This time, right after I got the renewal bill, I applied to cancel and refund the subscription. However, I was very disappointed to learn that customer service refused the refund of the charge, even though I never used nor plan to use the GoPro subscription, and that I request a refund right after the renewal bill is posted. I wish to get refund of $49.99 for the GoPro subscription. It will not affect GoPro as a company in any way, as I have never used and will never consider using the GoPro subscription.For the record, My GoPro account is *********************Initial Complaint
Date:11/10/2022
Type:Product IssuesStatus:UnansweredMore 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 work for a University in *****. I bought a GoPro camera as a package deal with a subscription because of the discount offered. The camera was ordered and purchased through the accounting department of my school using the school's credit card. It was extremely difficult once the camera arrived to get ownership transferred to my name and email address because the ordering address used was that of the school. I was not aware the school would be charged for a subscription that auto-renewed. I canceled the subscription 2 days over the deadline, contacted GoPro ( it took hours!) and pleaded for 30 minutes simply to refund the auto-renewed subscription. The agent told me to send documentation of the school's card being charged and he would credit the school's account. After spending an hour with the accounting department going through all of their card purchases, we found the charge and I sent the proof. GoPro sent a return note the next day, refusing to credit the account for ***** yen. I would simply like a refund. My experience with this company overall has been disappointingly horrible overall. I would like others to know of my experience in hopes they can make more informed decisions.Initial Complaint
Date:11/08/2022
Type:Product IssuesStatus:UnansweredMore 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.
Although the purchase was made a year before on Sep 16, 2021, I waited for a resolution till end of November 2021 and have not received any so finally registering a complaint before the end of November 2022. Purchased the Go Pro 10 device on Sep 16, 2021 and returned another Gopro 9 purchased less than 30 days ago. The order number for the 1st order and the second order are both in the attachment in the response from the GoPro representative in an email. The subscription deal was paid/offered for 1 year but because I exchanged the devices it was not eligible anymore and I had to repay again if I needed the subscription and I was not even refunded if I was not able to use the subscription. I am very disappointed with the lack of customer friendly support from **********************'s end. I have email documentation of representatives telling sorry at my unfortunate situation and not able to help any resolution whatsoever because of their so called policies which sounds really stupid policy to s**** customers.For more money basically I got screwed of their promotions that I was eligible for at that time which could have saved me $100 but because of their unknown policy, I could not get that offer. I received two batteries with dual charger for the first order for less amount than receive 2 batteries with single charger for more money on second order minus the subscription. This can be rare cases but clearly customer has to bear the brunt of their lack of policies to address such situationsInitial Complaint
Date:11/05/2022
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Date 04/12/2022 order #so-6029340 cost was $323.24I purchased in April but gave it to her on 06/21/2022 for graduation. It stopped working in early sept. We contacted GoPro CS My case number is ********, they told us they could replace it for $99! It has a one year warranty. I would like a full refund since the item is defective and does not work as advertisedInitial Complaint
Date:11/01/2022
Type:Product IssuesStatus:UnansweredMore 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 was charged $49.99 for a subscription service that I had canceled in 2021. I noticed the discrepancy when I looked at my bank statement. I've made several calls to Gopro totaling over 3 hours of phone time and I just keep getting hung up on and cannot get them to refund my money. This subscription service is something that I've never used and don't even know what it is. They obtained my credit card # from a previous camera purchase.Initial Complaint
Date:10/31/2022
Type:Product IssuesStatus:UnansweredMore 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 didnt received my go pro 9 replacement . Initially when i called them they said it was delivered already. I spoke with rep and asked they why doesnt ask for signature and its almost $400, they said that how *** works, it doesnt require signature, I said i am expecting if its expensive it should be with signature. I got a letter from gopro saying that they denied my claim because its more than 2weeks before i. contact them. I spoke with rep and explain to them that i only called because the last email i got from them is they will send the unit soon and i keep waiting for the next email that they have send it including the tracking number but i havent got one so i ff up and called them and thats i found out that they already delivered it. The 2nd rep i spoke with said this will be escalated and someone will give me ff up. Never received any. 3rd rep i spoke with and said still on the escalation team. Now for the past few months i tried to contact gopro but since they dont have phone number and you only need to request call back or chat, i think whenever they see my info, they just disregard and never call me back, so what i did to contact them, i used different number and I am right, they called me! i spoke with rep and told what happened and she disconnected the call, i send request again to go pro using different number and they called! and the rep telling me now that it was denied because someone signed the deliver but she disconnected the call again. My issue hasnt been resolved! this is the worst customer service and they are big company. I never thought this is how they value their customer. I can accept if its my fault but they cant even explain to my why in the first place they didnt send me tracking number so i can track the unit.
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