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.
    • 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:10/26/2022

      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.
      Brand new camera, Helo 11 fails to charge two separate batteries above 96-97%. Tech support keeps going in circles always suggesting same steps. Now over the phone company states that the new camera is a beta product and I need to do debugging work for them. case number ******** I received the same email multiple times with the same instructions to update my Hero 11 camera. Camera has the latest firmware something I explained to the tech support. The person I just spoke proposed that he will send me a link to download a new firmware to install on the memory card and subsequently to the camera and provide info to GoPro. Does GoPro really believe that I spend all my money for a product that does not work and now they want me to work for them FOR RREE to address issues with a substandard product that fails to work as advertised?

    • Initial Complaint

      Date:10/26/2022

      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.
      On 9/23/22, I received an email from my GoPro subscriber, a sale for buyers of a GoPro 11 camera, they receive an accessory kit as a gift, which includes 2 batteries, a memory card, a head tripod and a handheld tripod for $399.The very next day I decided to buy and placed the order. Because there was no possibility of shipping to ******, I placed the order in the name of my friend who lives in ******** (***************************** ************************************************************************************ 9/27/22 I already received an email that the shipment went to a courier company and is expected to reach me in the next few days.Order Number: NA04752111 Tracking number: 1ZA561E80275617315 ************ Expected Delivery Date: 28 September On 9/28/22 in the morning I received another email that the order would reach me in the next few hours.Then at 7 pm (****** time) I received an email again that the order was accepted.I contacted my girlfriend only the next day because I didn't see the email at the time it arrived, and there is a 7 hour difference between us.And she said she did not receive the invitation, she was not contacted by phone, nor was she signed on anything.Since then, every two days I've been talking to Gopro, who asked me to wait a few more days, which sometimes shows that it arrives and still doesn't arrive, then they said they would check with the courier company and get back to me, And every time you run a different one and they never got back to me the next day as they promised.So far I have not received the order, the courier company claims to have delivered it but they do not acknowledge that there is a signature or any proof.I opened a case in PayPal and they decided to reject it for me because it says that the shipment arrived, I'm disappointed I didn't receive any shipment, I really want this order still despite everything. What they put me through.I booked her for treatment as she is traveling, and it will no longer reach me in time.Please help me

    • Initial Complaint

      Date:10/25/2022

      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 bought a Hero10black waterproof camera for my granddaughters graduation. I purchased the camera in April but it was not used until the end of June when she graduated. She used the camera for three months until it stopped working, it has a 1 year warranty so we contacted their cs and asked for their help. They came back to us and told us that we could replace the camera for $99 dollars ! I asked them about a 1year warranty and they told me it was because of usage! Usage? What product is ever bought and not used? Whats the point of a warranty if you cant use it? It was used for only 3 months and it stopped working! It was clearly defective! They said its because she used it under water! Thats why I purchased it, because their advertising says its waterproof up to 33ft built tough the reviews all said its one of the best underwater cameras! It only lasted 3 months and now they want me to pay $99 for a replacement? Can you please help me get my money back or a replacement that I dont have to pay for? Thank you so much for your help.

    • Initial Complaint

      Date:10/17/2022

      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 was shipped a defective GoPro Max **** had white ***** on the screen). SEPT 26th- Ordered SEPT 30th- Received, in poor condition. I called ***************** they said they needed to receive the camera before shipping a new one out. I asked the customer service rep (who was hard to understand) if they could please send one before they receive mine, because I was worried I wouldn't get the new camera before my event. She said no, but I explained that I couldn't miss filming my personal events. She made it seem like it would be sent out ASAP, but I never received email confirmation of its tracking number.OCT 3rd- Thinking they have shipped my replacement out, I boxed and shipped the defective one back.OCT 6th- Called and found out they didn't ship my replacement!! OCT 7th- Defective camera was Delivered On Friday, October 07 at 12:21 P.M. at Receiver Received By: ********************* OCT 12th- Called and was unable to be provided with any updates.OCT 16th- I called again, after 45 minutes l was told my replacement wouldn't ship for another 3-5 business days. I asked for a refund and he said it could take closer to two weeks in total! I asked to speak to someone in management regarding the situation and was told it wasn't possible to and someone *may* call me back.OCTOBER 17th- I received an email and I quote "I tried to reached you back but was routed to voicemail. Upon reviewing on the case, I would like to inform you that our team already checking this with the *** that being said we want to focus on getting you to a solution and back up and running. We will keep you posted once we got a response from them.We appreciate your patience and understanding with this matter. Please bear in mind that our systems are not setup to receive inbound emails so we may not be able to read it just in case you respond back." I replied, but it went undelivered.I still haven't been able to speak to management, and no one knows why my camera wont ship! "GoPro" has bad communication

    • Initial Complaint

      Date:10/13/2022

      Type:Order 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 subscribed to GoPro subscription service. I paid around $150 to have a GoPro *** with scratched lenses and a cracked screen replaced. A few months after I recieved the replacement it started malfunctioning and now won't turn on and is unusable. Gopro support has been giving me the run around for a couple weeks now. They offered to replace the camera for another exchange fee.It's my belief they send out refurbished problem cameras and hope no one notices. I want my $150 refunded and for them to return the working camera to me. Or send me a brand new unopened retail box camera.

    • Initial Complaint

      Date:10/12/2022

      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.
      I bought a camera from GoPro directly on their website. Apparently they including a free trials of the subscription service to store videos. I never signed up for this or wanted this. I simply bought a camera from them. I have now been charged for 2 years of subscription service before noticing it since the charge went through my PayPal account. When I noticed this I signed in to my GoPro account and looked to see if I had a subscription active that I could cancel and there was not one showing.So nowhere on their website under my account was a subscription showing as active and no place to cancel it. I ended up having to contact their support and even they could not find a subscription. Finally after giving support my invoice number from my camera purchase they found a subscription that they were charging me for and cancelled it, but they refuse to refund me my money. How am I supposed to cancel a free trial I didnt sign up for if it is not showing on my account?I disputed the charge with my card company and GoPro just sent them an invoice as proof that I signed up for the service. Since they automatically signed me up and charged me for this service how does an invoice price I signed up for it? Anyone can relate an invoice that does not prove I signed up for this service. The only reason I gave my billing information was to buy the camera not for a subscription I never used.

    • Initial Complaint

      Date:10/12/2022

      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.
      My Discover Credit Card account was debited for $49.95 for a subscription renewal without my authorization, written or otherwise on August 31, 2022. When I originally purchased the GoPro 9 bundle that included a subscription in 2021, I only authorized that purchase. This company must have put into the "fine print" that they automatically renew the subscription, and I was not aware of that. I have spoken numerous times with their customer service representatives and supervisor without resolution since their company takes the policy that they won't issue subscription refunds.

    • Initial Complaint

      Date:10/10/2022

      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.
      got as gift in August,no receipts ,surprise gift ,no package original but only mount,battery fusion gopro but battery is not charging bad battery.0.36v. this number C3201124572399.battery replacement but if unit does not come on then all new gopro fusion.asap

    • Initial Complaint

      Date:10/06/2022

      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 Hero4 Session camera 5 years ago (serial number ***************. That might be a long time in the world of consumer electronics but as a senior on a modest income I generally expect that major purchases such as this will last somewhat longer.The camera will no longer pair with the phone app or with the *** An excruciatingly long-winded session with one of the GoPro support staff made it clear that I must either purchase a MicroSD card Reader or Adapter. This is just outrageous. GoPro have effectively built in a form of terminal obsolescence after 5 years!I emailed and wrote to the company to express my outrage at this business practice. If I had any idea that a product would have such a short lifespan of course I would not have purchased it. GoPro have not found the courtesy to respond to my letter or emails.

    • Initial Complaint

      Date:09/28/2022

      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 purchased 2 Go Pro Karma Drones, went to fly one today and find out that they did a final update to the drone and I can no longer use my Drone. I have spent 2k on the both of them and no help what so ever. I was offered a 25% off coupon that is to be redeemed in 14 in compensation. I never received any communication from them about a end of date, probably in my spam box as they market everyone. I would like them to allow me to update my drones so that I may use them or be compensated my money back or some sort of merchandise free not a 25% off coupon. Why would anyone in my situation what to give a company like this more of my hard earned money

    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.