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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

      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:04/10/2024

      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 refuses to replace a defective GoPro 360 MAX ******* Photos of what is left of the camera has been provided. GoPro team members have ticket my camera as lost or stolen which automatically disqualifies the camera to be replaced. The camera was NOT lost or stolen. Rather it was a manufacturer defect that caused the camera to fall off from the finger grip (which is part of the actual camera). I have called numerous times, spoken to a list of associates, along with supervisors from the escalations department. Names and dates provided on screenshot. In addition I provided a receipt of proof of purchase along with photos. I have now been blocked from speaking to a supervisor above the escalation team.

    • Initial Complaint

      Date:04/10/2024

      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.
      Placed order on 3/30/24 Order contained new hero12 bundle total cost $508.78.Order was set to arrive on 4/3/24 Package has been sitting in **********, **, since 4/1/24. Never to be scanned again. Ive contacted GoPro multiple times, only to be told every single time that they are looking into it. Asked for a refund, reused to give me that or send out a replacement. I opened a case with *** and they have no idea where it is either. No one is giving me the help I need. GoPro and *** keep saying its the others fault. I just want this issue resolved. Its an extremely expensive item for them to just tell me sorry not our problem.

    • Initial Complaint

      Date:04/09/2024

      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.
      2/7/24 - received email from Go Pro stating that annual online Subscription name was changing to Premium.2/24/24 - received email from Go Pro stating that annual subscription would automatically renew on 3/26/24 at a price of $49.99 3/26/24 - noticed charge of $53.99 on my AX card for $53.99 3/26/24 - logged into account to cancel auto-renewal then received notification that the future 3/26/25 annual subscription would be canceled (not the 3/26/24 subscription)3/26/24 - spoke to GoPro **************** and opened case # ******** to dispute auto renewal charge and requested refund 4/9/24 - followed up with GP **************** and was notified that cancellation/refund could not be offered as requested cancellation was received ON the automatic renewal date and that policy states cancellation must be received prior to expiration date Case was elevated to a manager who repeated policy and refused to offer cancellation and refund Explained how I didnt agree with this sneaky policy and was not satisfied with outcome

    • Initial Complaint

      Date:04/09/2024

      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 purchased a Gopro camera around April 2023. It had some sort of subscription that came with it for 1 year. I never used it and after that year they charged my card to renew it. I called them the day it posted to my card to find out what it was for. I was told about the subscription and it automatically renewed. I explained to him that I did not receive a renewal notice of any kind. He also told me I have no recourse as their policy for refunds does not allow him to give a refund. As I said this was the day it posted on my card. This kind of kind of behavior is more like a scam than a service. They hope people forget to get money they don't deserve.

    • Initial Complaint

      Date:04/04/2024

      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.
      On 08Mar2024 I placed an order with GoPro for the following:- Max ****** (qty 1)- Max ****** rechargeable battery (qty 1)- Max **** +tripod (qty 1)-SanDisk Extreme 256GB microSDXC card (qty 1)Totaling $537.07 On 12Mar2024, *** delivered a packaged that appeared to be opened and resealed with clear packaging tape. Once I opened it, I discovered that the only item inside the package was a Max **** + tripod. The package did not include any packing slip nor any other items. I immediately called GoPro to inform them of the condition and missing items. I was connected to a GoPro customer service representative who took my information and requested several photos:-the product(s) I received -the shipping label -the box (all sides including inside)I promptly provided all information. I was informed that I would receive resolution within 8-15 business days.On business day 15, no response from GoPro, so I contacted via their chat and requested information. I was informed they needed ***** hours more and would not give me any other answers. I requested a phone number and was directed to resubmit my request and instead of requesting chat, request call back. I performed this and no call back. On business day 17 I had to contact them again - this time I was informed they would not give me a date or timeframe for which they would respond and could not provide any update as the investigation was still being investigated with ***.

    • Initial Complaint

      Date:03/26/2024

      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 purchased the GoPro 11 bundle on Amazon a year ago. I had never used it with the exception of playing around with it to see how to work it. The first time I used it the battery overheated and fried the insides. I contacted GoPro and they offered me 15% off to buy a brand new one. I had contacted them to ask them for help on how to fix it and they gave me zero ideas or help. Told me to take it to Best Buy. After paying such a large amount, I would hope that they would offer help or suggestions to help fix a problem that was clearly a manufacturing error.

    • Initial Complaint

      Date:03/23/2024

      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.
      I have been charged a gopro subscription service that I did not sign up for. The most recent charge was on 3/7/24 for $49.99. I called the company to ask what it was and they said that when I bought my gopro in 2022, I also received a subscription in the purchase price. They canceled my subscription but refused to refund my money. I have never used this subscription service and would say that this is a scam. I want a refund for the 3 payments they took from me.

    • Initial Complaint

      Date:03/12/2024

      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.
      This is a COMPLANT about the subscription Gopro is charging me. I open my credit card bill to find a charge from Gopro which I did not authorize. The company never sent notice that they were charging me this subscription. I called the company, and I was refused a refund. They are also forcing me to pay for a service that I have never used or will ever plan to use. I am now having to dispute this charge with my credit card company. I see from BBB that I am only one among hundreds of people who are having the same problem with this Gopro company.

    • Initial Complaint

      Date:03/08/2024

      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.
      GoPro **** charged my credit card for a subscription that I do not have. I do not even own a GoPro. They said it was a subscription from 2022 and have continued to charge my card every year since then. I noticed it today in my pending charges and called customer service ****************************. The refused to issue a refund or cancel the subscription. They said I had to notify them prior to the charge to cancel the subscription. I advised her I didn't even know we had a subscription and we have not owned a GoPro in years. I did not receive any kind of notice they I was going to be charged. I don't even remember signing up for any subscription. I have not every received any kind of service from GoPro **** and they have charged me for years.

    • Initial Complaint

      Date:03/07/2024

      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.
      On March 7th, 2024, I was charged for a year subscription of Go Pro Subscription. On that same day I canceled the subscription and requested a refund as I no longer own a Go Pro and cannot use the subscription service. I could not request a refund online so I called Go Pro **************** (*****) where I was told that a refund could not be issued. When I asked to have the matter escalated, I was told the supervisor would tell me the same thing and that I could not speak to a supervisor because all were busy. Shortly after on March 7th, I start an online chat with Go Pro (Reyn) where I am ask to confirm if I have the equipment and I confirm that I do not and would like a refund. **** was adamant that even though I do not have the equipment I cannot be issued a refund because the date of refund would be on the same day as the charge. I did not receive clear communication of this policy and I find it to be predatory and unacceptable.

    GoPro is NOT a BBB Accredited Business.

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