Complaints

This profile includes complaints for GoPro's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

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.

• Initial Complaint

  Date:12/09/2024

  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.

  (1) order created "after-hours" and cancelled before shipping.(1a) Order not received (1b) Still shipped = states "return to sender" as newest status (2) Still charged in FULL = NO REFUND @ WEEKS LATER (3) GoPro unwilling to refund (3a) Must return product for CANCELLED order = never received = NO PRODUCT to return

• Initial Complaint

  Date:12/04/2024

  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.

  I bought a Gopro HERO camera, Bite mount, Shorty, Replacement Camera Case, and 64GB flash memory card from Gopro, using their website (*****************************************) on 11/23/2024. I paid $271.74, using my credit card. The order number is NA05927233. Gopro shipped the product on 11/25/2024 using their contracted delivery partner ***. On 11/26/2024, I got a delivery notification from *** about this shipment at 2:18PM. I went downstairs to collect it in exactly 4 minutes. The shipment is nowhere to be found. *** has our building passcode to leave deliveries inside the building. When we checked building cameras, we saw that there was no entry to the building by *** at the time. I filed a complaint with Gopro customer service next day, they said they will look into it and let me know. They also asked if I wand refund or replacement, I confirmed I need a replacement due to this being a christmas gift. I had no follow-ups from Gopro. I decided to follow up on 12/3/2024. When I contacted customer service, I was told they already informed me - which they didn.t. I have not received any communication from them. Then they proceeded to tell me they can't do anything, I should handle it with the **** The only proof of delivery from the *** is a blurry picture of half of a barcode (attached in the complaint). Gopro customer service confirmed that they won't be doing anything about this issue. *** is their delivery business partner that they chose to do business with. My contact is Gopro in this case, not **** They can handle their issue with the *** separately, however Gopro made it obvious that they will rely on the blurry picture of a barcode, instead of relying on their customer. The responsibility here is not customer's. ******************** is reponsible for resolving the issue with the customer, what *** does is not my problem, it is only Gopro's problem. I am convinced that I won't be buying any products from them in the future however I need my $271.74 refunded. Thank you.

• Initial Complaint

  Date:12/01/2024

  Type:Billing 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 gopro without knowing the subscription is going to be charged yearly. I was charged since 2021 until now. I don't even know what the subscription do. I just found out gopro charged my credit card on November 27 2024. This is so bad. They check my subscription I don't have anything in there and have never even know what the subscription for.What kind of company charged subscription without even alert people or emailing people about subscription expiration is coming soon. Or let people know on the invoice there automatically renewal fees. I canceled the subscription today but still get charged for $49.99 without refund due to it renewal. Lookfor $200 refund. This a reputable company and I trusted them. What a bad company....I hope they can refund me back all my subscription since 2021.Thanks

• Initial Complaint

  Date:11/30/2024

  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.

  Go Pro continues to try to charge me for a subscription I cancelled last year. I requested a callback, but the number didnt show up and they dont give a specific time when to expect a callback, so I was working when they called. There are no phone numbers listed to contact anyone, yet they continue to try charging me. I flagged their company with my credit card company last year after cancelling, as I suspected this would likely happen.

• Initial Complaint

  Date:11/15/2024

  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 am writing to formally complain about my recent experience with GoPro regarding my GoPro Mini camera. The camera, which has a built-in battery, stopped working after sitting unused for several months. When I attempted to charge it, the device overheated, displayed a red light, and remained unresponsive.Upon contacting GoPro, I was informed this is a known issue: if the battery is allowed to fully drain, the device can freeze and become unusable. As a warranty holder, I was charged $50 for a replacement. While I appreciate the warranty service, I find it deeply troubling and dishonest that GoPro is selling a product with a fundamental flaw requiring constant attention to avoid irreversible damage.This issue has now occurred twice with this model. The first incident was resolved under the manufacturers warranty, but the second fell outside of the standard coverage. It was only during this recent interaction that I was informed of the "known issue," despite this being critical information for consumers.I believe this goes beyond a warranty issueit is a defect in design or manufacturing. Selling a camera with a built-in battery that fails under common conditions (e.g., being left unused) undermines consumer trust and raises significant questions about product reliability.After extensive discussion, I convinced them to send me a different camera that does not have a built in battery. Even so, I was charged exorbitantly for the replacement under the GoPro subscription.

• Initial Complaint

  Date:11/07/2024

  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.

  GoPro has started selling Gift Cards on their website, and nowhere on the gift card order form does it say that you cannot stack the gift cards to purchase a GoPro on the form that you purchase the gift cards. The website does not alert you that you cannot stack gift cards until the very end of the check out process. I have purchased $355 in gift cards over the past few months, the largest being $250. I only intend to purchase one GoPro, rendering the remaining $105 useless. I have tried working with customer service over the past 10 days. I have tried to get creative with solutions. They have told me I cannot pay over the phone with multiple gift cards, they cannot void them and send me a new one, and they also incorrectly told me that gift cards are promotional discounts and they cannot stack. (This is blatantly false, as I COULD use one gift card on a discounted item with no issues). As I see it, they now have $105 from me that I will never use that they get to keep. All I want is to be able to use my gift cards as there was no indication at any point in the process that I could not. I think the easiest/best solution would be to void all 4 gift cards and receive $355 in store credit. Also, just re-read the terms and conditions, and nowhere does it say you cannot use multiple gift cards per one item: *****************************************************************************

• Initial Complaint

  Date:11/05/2024

  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 am leaving this complaint to warn anyone looking to purchase anything and specifically a Go Pro Max which they no longer sell nor have a replacement of likely because of the quality of the glass they use for a supposed action camera.When I first purchased this camera and went to use immediately I noticed scratches on the lenses. I ended up getting granted a one time exception to have it replaced at no cost. When I got this device back I did not open it right away as I should have (my mistake) and when I did go to use it again maybe 3 months give or take after receiving it. I noticed again same issue with scratches on the lenses making this product completely unusable. I have since called back in yesterday and was meet with the most dismissive and round about customer service I have delt with in a long time. As a consumer this is one of the worst products and experiences I have ever had and I would not suggest anyone purchase one of there products until they fix the issues with their quality of glass and/or update their policy to not charge exorbitant cost to replace low crafted products. As well the force you to have a yearly subscription of $100 and then additionally pay $100 and need to purchase your own packaging for the item if you do return it, which I find as a complete shame. I would think a company as big as go pro that sells supposed action cameras would have a better quality product as well as a reasonable warranty and exchange program. If you look in comparison to a decent warrant program you can look at apples ********** a ***** phone if the class breaks on it $25 bucks if you have $3-7 a month AppleCare & $99 if you have damaged the device beyond repair. Go Pro could easily replace the lens & honor a cheaper replacement cost or free replacements to replace low quality parts.

• Initial Complaint

  Date:10/19/2024

  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.

  Prior to signing up for their subscription, GoPro states a $100 discount off your next camera. Upon purchasing the subscription and going to collect this discount, they reveal that you will not receive this discount until you have had an active subscription for a year. I would like the $100 discount that was advertised before I purchased the subscription.

• Initial Complaint

  Date:10/03/2024

  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.

  Placed a preorder for a product. They charged incorrect price. I called right away and was assured it would not be shipped out. Told them if they won't fix pricing to cancel pre-order. They shipped it anyways. I immediately returned it. They received it back. I keep getting the run around on why I haven't been refunded. They acknowledge they received everything back and they authorized the return - I sent it all back unopened. I keep getting excuses about some internal team that never does anything and we have four times now exceeded the maximum timeline I was told it would take. I am being charged interest on this amount for an order they were supposed to cancel.

• Initial Complaint

  Date:09/19/2024

  Type:Billing 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 was charged $49.99 for a GOPRO subscription last year. I do not own any GOPRO products, so I would not have any reason to have ever subscribed to this. My bank reversed the charge and I cancelled and replaced my card. This year I was charged again on my new card! I have tried calling ************, but it does not provide an option to talk to anyone. It simply refers you to a website. The website asks for product information and never gives you any options to talk to an actual representative. How can I provide product information for a product I don't own? Even when I finally succeeded in finding a contact spot where I could leave information, it did not work. I hit "contact us", after filling in the relevant information, and nothing happened. I just want them to stop charging me for whatever this is!!!