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

  2111 Eastridge Ave Riverside, CA 92507-0778

• 

  GoPro

  3025 Clearview Way San Mateo, CA 94402-3709

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:06/05/2024

  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 placed this order around march 22 and I never received the order at all. *** returned it back to them claiming the package was damaged and they never refunded me. They have been saying for weeks now that I will get my money back and then when I call every representative has no idea whats going on. This companies customer service is horrible and I want my money back. My order number is NA05737724 and my email is ******************** I paid *******. The tracking number for the delivery I was supposed to get is 1ZA561E80353574455 below I will attach screenshots of the tracking.

• Initial Complaint

  Date:06/03/2024

  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.

  I place order number NA05787594 on 05/26/24. Within a week, the price on the Hero 12 Black dropped by $50. I called and spoke with **** in customer service on 06/03/24 to request a price-adjusted refund. **** told me that they do not currently have a price-adjusted refund option. **** informed me that my only recourse would be to return the original camera, wait for the refund and then if the camera was still on sale, purchase it again at the lower price. This is unacceptable. Burdening the customer by requiring them to go through the hassle of packaging up and shipping back the original product (living without the product for an indeterminate amount of time), just to turn around and re-buy the same product (IF its still on sale and waiting again for shipping) in order to satisfy a $50 drop in price, is utterly ludicrous. Not only is this a very unwise business practice in terms of customer relations but it burdens the company themselves as well. What a joke. When I asked **** to escalate the call, I was told that the supervisor would tell me the same thing. As a first time customer (and disabled veteran) who CHOSE to spend money on a GoPro product instead of a different brand and frankly less expensive product, I would assume GoPro as a company would want to do better than this. This is a horrible start to what could have been a long-term, mutually beneficial relationship. Over what? A $50 refund? On top of the time I have already spent, now Im having to go through all of this? Its ridiculous and I had intended on buying additional accessories in the coming months. Tripod, microphoneetc. No thanks, I wont be supporting this type of business practice with another dollar.

• Initial Complaint

  Date:05/25/2024

  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 purchased a GoPro *** in December 2023 (five months ago). The GoPro *** is a more expensive version because you can shoot not only traditional video footage but also in 360 mode. They boast the Quik App where you can "easily edit and share your videos." Once I started using the camera, I taught myself how to edit traditional videos first. Every time I tried editing 360 footage, the app said "Unsupported Media. Photo Bursts, 360 Media, videos over 4G, and multi-clip edits are not supported at this time." So, they sold me a camera at a higher price with a functionality that doesn't work. I spent the last few months studying. I bought a book, took a Udemy course online, read hundreds of articles and all the threads in GoPro support. SO MANY people have reported this, and GoPro does NOTHING. The app used to edit 360 footage, but appears since 2022 it has not. So, they tell you to download GoPro Player on your desktop. I did that and it just freezes and crashes constantly, rendering it unusable. Again, I spent hours and hours trying to resolve this also, to no avail. When I try to reach out to GoPro every time I use their online tools, it makes me login but when I login it takes me to my media, and when I go back to the section to report this, it logs me out. At this point, I have no choice but to buy a 360-capable camera from another company. I've talked to dozens of people who have Insta360 cameras and say the software works seamlessly for 360 editing. Oh, the last-ditch solution everyone recommended says that to edit GoPro 360 footage you must do it another program like Adobe Premier Plus which is expensive and a professional videography software which is far beyond my capabilities. In my attachments you will see the *** 360 page on GoPro's site says "Compatible with Quik app." This is false advertising.

• Initial Complaint

  Date:05/22/2024

  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.

  We purchased a GoPro Hero 11 Mini Black in December of 2022 with a premium subscription (storage and replacement). The camera was never perfect. It would get hot and shutdown sometimes. Fast forward to 5/2024. I've had the camera on a charger for 36 hours and it's still at 8% battery. Tried many cords and plugs for the wall but nothing changed. Decided to call (which you can't, you have to request a call from the company) and received a call within 1 minute! That mad me feel happy. Spoke to the agent about my issues (not charging and overheating). She went through my account and saw that we have the premium subscription and we can have a replacement camera sent to us. Awesome! But wait. There's a $99 fee to have a replacement. So, I spent $150 on the bundle, an additional $50 for the next year subscription, and now another $99 to have a replacement for a faulty product. I've tried looking up the terms/conditions for replacement but they are nowhere to be found. I just want a replacement for a faulty product.

• Initial Complaint

  Date:05/06/2024

  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.

  GoPro I bought multiple items and returned them a week later because camera overheating.i was charge taxes on theses item around 120 dollars and they stated they dont refund my taxes I paid.i have more receipts

• Initial Complaint

  Date:04/30/2024

  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.

  Go Pro charged my credit card $49.99 auto renewal for a subscription. I called within two weeks of that charge showing up on my credit card statement and they refused to refund it. They claim that it is my fault for not cancelling the subscription in time. They know that a reminder is what other companies send so that individuals can NOT be charged again for a subscription they do not desire.I never received an email notification, otherwise I would have notified them to delete the subscription. I did NOT have my email notifications turned off.They are very aggressive with their language and tone, insisting that it is the consumer's fault and the fee MUST be paid and will NOT be refunded.I want a refund for a service I will not be using and did NOT intend to renew.Thank you.

• Initial Complaint

  Date:04/23/2024

  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 purchased a Go Pro Karma Drone and it stopped working. I decided to search on ******* and realized thousands of people were experiencing the same exact thing. I purchased my drone around 2018 and it worked for about a year then automatically stopped working. I will like to be compensated for the money I spent. Thank You.

• Initial Complaint

  Date:04/17/2024

  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 received a charge from GoPro in the amount of ***** on April 1, 2024. It was for a subscription service I canceled last year. I tried to log into my GoPro account (which I do not use, the reason for my cancellation) and couldnt gain access. Reset my password twice and still could not access my account.I then opened up a ticket via the web with their customer support center. I received a prompt call back. I spoke to ***, I let him know that I could not access my account and that I never received notification about this charge and that I canceled it last year and would like the change refunded since it is for the upcoming year. He said he did not have a record of the cancellation and that he would cancel it going forward. I asked *** for a refund for the upcoming year and he said he couldnt refund the charge. I asked to speak to a supervisor or manager. He said they would tell me the same thing. I asked again for the call to get escalated, he again said they would tell me the same thing. I asked for a 3rd time to escalate the call. He said someone would call me back in 1-2 hours.3 1/2 hours later. I opened up another ticket via the their customer support portal. I received 2 calls from the same number an hour later. I answered both calls. They were not in English and sounded like a recording. Then 6 min later I received an email from GoPro customer support saying they they called twice and no one answered. If I wanted to speak to someone about my case to open up another ticket to receive a call back.All I wanted was to have my service cancelled and my fee for this year (which just started) to get refunded.

• Initial Complaint

  Date:04/15/2024

  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.

  My father purchased a GoPro for me for a trip. The GoPro is waterproof but let water in. They said that I have to pay to get a replacement despite the fact that we paid for a year of insurance as well as the fact that I didnt break it myself and followed all instructions. Theyre telling me I need to pay ***** to get a replacement. It was faulty from the beginning and I lost all footage from the trip.

• Initial Complaint

  Date:04/10/2024

  Type:Sales and Advertising 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.

  Recently, I renewed my GoPro membership, which cost me about ***** for the year. There are many benefits to this membership, and on April 3 I was excited to utilize one of those member benefits. when you buy a new GoPro camera over $399, GoPro will give you $100 off a new camera. This is Wednesday, April ******************************************************* back. The representatives on the phone said the camera was already discounted and so you cant double up discounts. The price of the camera on their website is the price of the camera. A valid membership extends the hundred dollars savings. Anyone can purchase the camera for the exact same price, whether you are a member or not. S they have accepted my membership fee, and they are not honoring printed member benefits. I noticed that Amazon is selling the same exact camera for the same exact price as GoPro. That being said, why would I need the membership since I can get the camera somewhere else at the same price? Since I have had multiple conversations with them, their prices have changed twice over the weekend. Today I noticed that every single camera on their website is discounted according to them and therefore there is no way that I can receive $100 discount. I also noticed they did the same thing with the accessories as a paid member you get 50% off accessories and everything they have is on the same discounted price so there is no way to use my membership benefits. This Hero 12 Creative and included accessories is the camera I am trying to purchase with my membership. I am uploading a picture of it, and a price list of all their cameras. Youll be able to see that their policy says the camera must be 399. To receive $100 OFF as a member. This has been a long time membership benefit and is still written as such on their website.