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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

      3025 Clearview Way San Mateo, CA 94402-3709

    • GoPro

      2111 Eastridge Ave Riverside, CA 92507-0778

    Customer Complaints Summary

    • 294 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:09/14/2022

      Type:Product Issues
      Status:
      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 purchased a GoPro camera for my Grandson last year on Sept 13, 2021. Along with this camera i purchased a GoPro subscription for $53.49. So now the time has come to renew and they automatically put this $53.49 on credit card without any notification. I called them the same day it appeared on my credit card and they refused to cancel subscription and no reimbursement. I want credit for the $53.49 and they need to stop doing this practice with customers. I assume this is how they ******* people and stay in business. Thank You for helping me.
    • Initial Complaint

      Date:09/13/2022

      Type:Product Issues
      Status:
      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.
      Contacted GoPro July 13 and 14 for warranty replacement due to screen crack. GoPro agreed to replace with battery and after many hours navigating their broken upload system and outbound only customer service contact they sent a return label and rma on July 19. They informed me to send immediately to get replacement quickly. I sent same day.******** was signed for July 27. I received no contact or acknowledgement from GoPro so I contacted them August 31. They block emails from me and I talked to them on phone. After investigation they tell me that they do not have a replacement. I ask for ETA. They say there is not an ETA but the will email me tomorrow. I ask to escalate they put on hold explaining that I need the camera and come back offering a free cheap accessory which I already have because it came with the camera. I ask to escalate again and they put on hold and come back refusing explaining that they will contact higher *** and email or call me tomorrow. I explain this has been way too much time for me and I want to end back and forth so would be easier for them to call me directly. They say not possible and put on hold again and say they will send a second battery with the camera and call and email me tomorrow with information. Sept 2 I reveive ship notification from GoPro. No call or email was received. Sept 7 I receive email confirming the return which they received July 27 and I complained about on Aug 31. Sept 12 I receive package with a single battery and no invoice or information or eta regarding this.
    • Initial Complaint

      Date:09/11/2022

      Type:Service or Repair Issues
      Status:
      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.
      Bought GoPro karma drone which cost $1100. Past 2 years after a firmware update it stopped working. several customer service calls to no avail. they refuse to address this issue that thousands of customers are having.
    • Initial Complaint

      Date:09/05/2022

      Type:Delivery Issues
      Status:
      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 has run me around with dishonesty and a dismissive approach since I first contacted them about a faulty camera and now since receiving my return item, refuse to ship a replacement. I follow up every day and am repeatedly lied to in a totally scripted fashion. Timeline: 5/2022 but camera and realize it has operational problems. 7/2022-8/11/2022 repeated contact with support. 8/18/22 GoPro receives"" my return. 8/21/22 til today "your camera will ship and arrive within a week, well actually we have 14 days, it shipped and you'll have tracking number today, it didn't ship", repeat, repeat. Have had several reps ****** me that they were in charge of my case and would escalate the situation promising, accessibility, return emails and an immediate shipment none of which have occurred.
    • Initial Complaint

      Date:09/04/2022

      Type:Customer Service Issues
      Status:
      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.
      Mine, much like everyone else with a GoPro Karma drone, never would pair. Mine is brand new and husband got it for Christmas. So tried to charge it up and use it. Battery was dead. So I ordered another one and charged it up, wouldn't hold a charge, but didn't realize that at first. Never could pair the controller and drone. Unbelievable after going to ******* video's how many thousands of others having same problem and customer service does ZERO and blocks people from their forums. Then they sell you subscriptions that don't resolve the problem either. My husband bought this for me for Christmas a couple years ago from Best Buy. He's now deceased and I cannot pull up the receipt on his account now that it is closed.
    • Initial Complaint

      Date:09/03/2022

      Type:Product Issues
      Status:
      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 ordered a GoPro Hero 10 7/24/22 received it 7/26/22. It was to record my nephews wedding. I've been doing video since the *** days, then digital tape, then digital ****************** plus have a Hero 3, I have plenty expereince to know what I'm doing. Despite a good amount research on the Hero 10, I didn't find anything until afterwards about overheating. Similar to early digital DSLR cameras recording video to flash cards that would overheat since it was encoding so much data in real time onto the card, so you would only be able to shoot for 5-6-7 minutes at a time. That was a flash card problem. I mentioned that because GoPro has known their Hero 8, 9 and 10 batteries overheat since the 8 came out Oct 2019. But, instead of coming up with actual solutions they've been quite and blame users not having the camera set up properly or they offer an exchange of a new camera, that will do the same thing. I recorded in **** format, not 2 or 4K, because others were recording on their phones and it would match the best, it was a low tech free solution to record the wedding. But, the camera shut down 4-5 times, at the bride's entrance the exchange of rings and others. I found partial solutions on ******* by video geeks who encountered the same things, but they don't always work and none of them are by GoPro. I paid $656.31 for the camera, the recommended extended life batteries, accessories and online membership. I tried various things a few times after the wedding, an improvement but don't always work. They asked me to post a review, mine was critical but fair 8/23/22. They responded 8/24/22 stating they believe in the camera, it's great and offered tips basically blaming me while taking zero accountability. Until I got their response I didn't think of returning it, how can they have zero accountability? This did ruin most of my nephews wedding video. On 9/2/22 I called to return it all for a full refund they told me to pound sand, it was beyond 30 days.
    • Initial Complaint

      Date:09/01/2022

      Type:Service or Repair Issues
      Status:
      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.
      Sent me a Hero 10 kit and I subscribed to the data plan that wouldn't charge. Returned the kit and didn't hear anything for over month so I call. They say they never received the camera. I tell them I have proof of delivery. After 2 days they say the 'warehouse found it'. They send me just a camera. No kit. That means no batteries or any of the accessories that went with it. I've called them 9 times to get this settled. Finally they ask me to send them a list of the missing items. I tell them they should know what comes in the original kit, like 2 batteries, cable, case and cord and anything else that's supposed to come with it. I didn't have it long enough to memorize what came with it. It didn't work but about 2 hours. They can't figure out what comes in the kit apparently and hold out for me to give them a list. Now it's been months since the return. Support is a joke. Obviously it's a call center in ***** as the people call themselves '*****', '*****', ****** and the like but it's obvious from their accents and their inability to communicate in English properly. They're unconcerned about anything and act like moronic robots. If I had googled GoPro before my purchase and seen all of the negative reviews about the camera and their credit card overcharging problems I would have went with a Chinese camera and probably been better off. I highly recommend against doing business with this incompetent company. If you do, you do so at your own peril. I still don't have what I originally purchased. They're a joke. They won't reset the start of my subscription and I'll be lucky to ever see the rest of the kit.
    • Initial Complaint

      Date:08/31/2022

      Type:Product Issues
      Status:
      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.
      Purchased a GoPro subscription to go with my Hero 8, the main selling point for which was the replacement benefit. On 8/22/2022, I contacted GoPro support to use this benefit due to the back screen being cracked after a tumble, the camera was fully functional still. First they said they had no Hero8s in stock to replace it, but after several conversations they agreed to replace it with a Hero9 and agreed to a cross RMA, in the email confirming this I was instructed to contact support with the tracking number after *** had my camera and they would ship the replacement "immediately".I contacted support on 8/26/2022 with the tracking number indicating that it was in transit, at which point they stated they would ship the replacement within 3-5 business days of receiving my camera. When I referenced the email they sent regarding the cross RMA, they placed me on hold, and then came back and said yes, they had agree to the cross RMA but now they had no Hero9s to replace it with either and it would be a month or more. When I pointed out they had the Hero9 for sale on their website with delivery in 2-3 days, they said they couldn't use those for replacements.I then asked them to just return my working camera and refund my money on the subscription since they couldn't honor the agreement at which point they refused to do either and told me I'd "just have to wait.
    • Initial Complaint

      Date:08/30/2022

      Type:Product Issues
      Status:
      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 7-19-22 I requested that an auto renewal subscription be canceled prior to the renewal date, because GoPros system wasnt working properly. I followed all of the protocols and instructions that the company provided on their website; however, no matter how often I followed their instructions, I could not cancel my subscription.After a few hours, I tried to contact their support, but no one responded. Therefore, I sent them an email explaining that the cancellation option never appeared. I asked if they would please cancel my subscription.The next day, I tried contacting their support team and I was able to speak with someone who said not to worry, we will take care of this for you. I was told that they would inform the escalation team of my problems.Prior to contacting support, I did extensive internet research to see if I could find someone who had posted how to cancel the GoPro subscription, and I found many customers who were having the same issues with cancellation that I was having. I relayed this to the GoPro support team when I was finally able to contact them for assistance with cancellation.I was told that they would cancel the subscription prior to the renewal date; however, they billed me $49.99 instead. MY COMPLAINT:GoPro is well aware that their cancellation option is faulty and does not work properly. Yet, they refuse to assist the customer with cancellation, while holding them responsible for cancellations when GoPro is well aware that their system does not allow the customer to cancel auto renewals. An internet search will prove that many customers are having problems canceling their service prior to the auto renewal date. GoPro REFUSES to refund payments, although they intentionally create an environment where the customer is unable to complete the cancellation process.It is nothing short of Exploitation what GoPro is doing to their customers.I have email proof of my correspondence with GoPro.
    • Initial Complaint

      Date:08/26/2022

      Type:Service or Repair Issues
      Status:
      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 bought a gopro hero 10 at target on the 25 of August 2021 at aproximatly 4:11 P.M. for $425.99. When you go online and fill out the form tform to show that you owned the equipment they were giving a deal for half off for the year's subscription for the gropro back up services and other services. The service I believe was $49.99 annually bit on sale for a deal for about 1/2 off. I tried to put my debt card in and it said something went wrong please try to cancel the last transaction and start again. I tried that but it know would only give me the $49.99 deal. I decided to look it up the next day, were I found out they were giving the year for free with the purchase of a new 10 from them. I spoke to **** this afternoon about getting my discount. This individual did not want to provide any kind of service to me and was giving me a hard time about the discount. I asked if I could receive the one free for the year since I just purchased my unit yesterday. He then stated what I would need to do is take my camera back and refund my camera back at target and purchase it directly through them to get that discount. I told him that I had brand new batteries and everything that I bought with it and shut the camera up already and did not want to do that could they please do it without doing the return he stated no and then he stated he wouldn't even give me the other discount. I'm very disappointed in GoPro's stance and attitude against customers it is the worst I've ever seen in my life. Especially when you're paying 4 to $500 for a camera plus hundreds of dollars and accessories for it I would expect better customer service out of an individual company like go pros..... What I would like now I'd like a year ***** maybe 2 for the inconvenience it's ridiculous they're customer service is substandard and you know I'm just brand new and to go pro so this is really really looks really really bad on the company.

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