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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.

*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.

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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:09/19/2024

      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 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!!!

    • Initial Complaint

      Date:09/17/2024

      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 am a paying premium subscriber. As such, I am entitled to a $100 off a camera every year. I have not purchased a camera this year, but GoPro refuses to honor the agreement set forth in the subscription agreement. I have used the chat and phone options to try and resolve the issue but have been met with nothing approaching a reasonable settlement. I simply want the $100 discount that I paid for as part of my subscription, nothing more. The company has offered me to purchase the camera for $100 more, then after receiving it, navigate back through the impossible to use system to try and get a rebate. This is an unsound and criminal business practice.

    • Initial Complaint

      Date:09/17/2024

      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.
      Filed for a warranty replacement for GoPro for my Hero 12 camera due to my screen glitching. I sent it back and provided a video of the issue, and they lost my camera. Now, they are not responding, and *** says GoPro needs to initiate a claim for the lost camera; I can not do it due to the type of shipping label they gave me. They stated my package came in perfect condition but empty. It was impossible since I purchased a bubble mailer and tapped it all up. The delivery confirmation also said they received the package and the weight of my package. Never buy from GoPro! They will not respond and lose your cameras if you need warranty replacement since you have to mail them back. GoPro

    • Initial Complaint

      Date:09/13/2024

      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 Karma drone firmware was updated. Next attempt to use the drone was met with an issue where the drone and controller will not pair and the camera stabilizer will not work. All worked fine prior to the mandatory update, now it doesnt work and GoPro and discontinued support of this product. Reading online, this firmware update impacted thousands of users in the same manner.

    • Initial Complaint

      Date:09/06/2024

      Type:Sales and Advertising 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 company GOPRO has no way of contacting them. no email address at all. they never respond. they are a **** company!!!

    • Initial Complaint

      Date:08/23/2024

      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 knows about this issue. There are over 5K people this has effected and they are not willing to re-call or fix the issue. The drone, due to a software update by them, no longer works, pairs, or conects. I have used my drone about 10 times in life.. thats over 100 per use if there is no fix. This is a big problem! Thank you ***

    • Initial Complaint

      Date:08/23/2024

      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.
      Gopro 10 had multiple issues and required replacement, it's been sitting in their warehouse since Tuesday and they are saying in 72 business hours they might have a update on shipping, that's next Wednesday.Absolutely ridiculous they can't mail out a package in an acceptable time frame.I've been two weeks now without a camera and if they ever get around to shipping the replacement out it's still going to be a month down time.The camera was junk and they are in no hurry to ship out the replacement.Several hundred dollars gone and nothing to show for it, how is this acceptable?How difficult is it to mail a package?

    • Initial Complaint

      Date:08/18/2024

      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.
      Within the GoPro quick app it asked me if I would like to upgrade to a premium account that would automatically upload all video footage to the cloud. I paid $40 for this special subscription and not only does it not work but I'm experiencing negative effects from it every time I plug in my GoPro. It completely disrupts the Wi-Fi in my house and it does not upload the videos at all. I was able to upload the videos manually prior to paying for this extra subscription now that I have this subscription it just sits there and says loading zero of eight and it never actually loads even if it sits there for eight or more hours. I can do it manually in 20 to 30 minutes. The battery is being completely burnt out on my GoPro because every time I try to plug it in it continuously tries to upload videos that it's never able to successfully upload for hours. Furthermore I've even lost video footage completely while it was unsuccessfully trying to upload them. I've reached out to GoPro several times but they do not pick up the customer service line they tell you to go online and file it online but they do not actually respond to online complaints either. I want a refund and I want this program removed from my GoPro and my phone immediately as it does not work and its disrupting my wifi and the my ability to use my GoPro.

    • Initial Complaint

      Date:08/13/2024

      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 am simply writing to inform people concerning this company conduct. The company just made an UN-authorize charge to my Credit Card for a so-call subscription. I bought the phone about 2-3 years ago and I never ordered a subscription. I notified my bank to refuse the charge and requested new credit card. I am very upset with this company, they should not have my Credit Card information saved on their servers. My credit card # is not even provided in my account information for me to remove and I don't recall anything when I purchased the camera to have credit card information saved, which I never have such information saved for I do not trust any company these days to keep such information secure! Its unbelievable how companies just charge you without notifying you, it should be against the law and an automatic fine for doing so!!! I called them and will now see how they deal with this, but after reading complaint here, it appears they don't care to fix this. I will never buy a product from this company again!!! Not sure if I will get my $50.00 back but they will not get any more than that again! Buyers be aware it be better not to deal with this company and look elsewhere.

    • Initial Complaint

      Date:08/02/2024

      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 me a camera. The Hero 10 Black. Said camera spontaneously stopped working. It wasn't dropped, there was no water damage, it simply stopped working. GoPro staff has told me numerous times that they'll look into it, that they'll try to resolve it. The support team on instagram said they would figure something out and then stopped talking to me. I believe they sent me a camera that was faulty to begin with, and it only showed up when it stopped working. Probably a bad soldering joint, or a faulty microprocessor or chip or something. GoPro so far has been unresponsive and unable to help. I am (or was) additionally a GoPro subscriber and they offered no benefits for that. It is a known issue that some of their cameras stop working spontaneously. I think they should be sending me a new replacement camera.

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