Complaints

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

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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

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:03/05/2024

  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.

  Contacted costumer support in regards to being charged for their annual subscription as soon as I saw it was charged to my bank account on 3/4/24. I spoke to a representative that refused to let me talk to a supervisor literally kept repeating themselves and refused to help. I was advised that do not provide refunds for subscriptions even though I contacted immediately regarding the charge. I didn't even provide an updated bank card they received that information from ***** since the card on file was reported lost. I did not authorize this purchase. A manager is also unavailable to talk to unless you wait for a call back which god knows how long it will take.

• Initial Complaint

  Date:02/28/2024

  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.

  12/22 purchased a Go Pro for my son - he used my credit card to set up the Go Pro Subscription for a year subscription 12/29/23 my credit card was charged again (unauthorized) for an automatic renewal - 2/28/24 request a refund from Go Pro and was denied. This subscription was set up in his name - a MINOR and I do not have access to his email account to cancel subscription. *********************

• Initial Complaint

  Date:02/19/2024

  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.

  Having notice a charged on my bank account from ********************** I contacted them to cancel the subscription tied to email address ********************* Apparently, I have paid for this for 2 years without my knowledge. When noticed the charges on my account I timely contacted GoPro to cancel the subscription and requested a refund for the last charge of $49.99 for services not rendered. (Because the subscription is meant for the future), I was expecting I would have received a refund for services not used/rendered. According to the language in their policy they do allow refunds but when asked I was told I was not allowed to receive a refund. when asked why my situation wasn't taken into account, I continued to receive negative feedback from the agent with no positive resolution that seemed fair. I have no record of signing said policy and when asked for a signed copy I was told there was none further aligning with my frustrations to learning I would not receive a refund. I believe the means and methods used by GoPro for subscriptions are not a fair business practice. reference number: ********

• Initial Complaint

  Date:02/17/2024

  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 called GoPro over a month ago about a reoccurring charge of a 'Subscription' to GoPro that I never needed, never wanted, somehow got signed up for. I disputed it with my credit card company two years ago, then again a year ago, and they refunded the money. When I contacted them in January, they apologized and promised that they cancelled this subscription and refunded the purchase of ***** charged to my card on 26DEC2023, and the lady went so far as to apologize and sent me a free gift from GoPro. This morning i see that ***** again back on my card. Now we have to consdier this as theft, she had the information that the subscription wasn't mine, she indicated she removed the charge (and for a short period it was removed) then put it back on my card recently. This is theft. I want help getting them to refund my money in full, and to cease all contact. This is now blatant harassment. Next thing they will show up at my door with an AR15 to force me into their subscription I do not want, do not need, did not sign up for. They are fraudulently using my card without my permission.

• Initial Complaint

  Date:02/10/2024

  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 was charged $***** in Octoberof 2023 for a GoPro Subcription for a Go Pro that I purchased for my son in 2020. I cancelled the subscription and asked them to take my credit card out of their system and told them they do not have my permission to use it again. I also explained to them that my son had lost that Go Pro a long time ago and I did no longer needed that subscription. I got charged ***** again on December 29, 2023 for the same Go Pro. When I cancelled it in October, I was assured that I would not be charged again. They refused to give me a refund because they said it was under my sons email and he registered it on December 29th 2020. So basically, I have been paying for the same Go Pro subscritption since 2020 twice each year. I should not have to pay twice for the same Go Pro.

• Initial Complaint

  Date:02/09/2024

  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.

  When purchasing a gopro camera (which I have no complaints and believe it is a great product) the company automatically signs you up for a free subscription to their cloud storage with a notice that your subscription will automatically renew annually unless you cancel it. Gopro collects your credit card or bank info when you purchase the item. Upon trying to cancel your subscription, you get the run around forever and the company continues to make attempts to charge your credit card for a renewed subscription.My case: I got an email from *****************, Billing Manager stating that they could not renew my subscription. The email provides a link for the process but when clicking on the link it will only allow you to renew the subscription, NOT CANCEL. I attempted to reply to this email and it goes to a dead address. I then called their customer service and verbally stated I wanted to cancel my subscription. I was told my request was confirmed and it would be cancelled only to find the next day they made another attempt at billing my credit card for a subscription renewal. I called their customer service again and made the same request and again was advised it would be cancelled only to receive yet a third email from this same ***************** that they have escalated my subscription renewal for immediate action and they made yet another attempt to charge my credit card. I called their customer service once more, requested my subscription be cancelled and requested confirmation via email that the subscription was cancelled. I was advised that they would do as I asked but have yet to receive any confirmation.To me this is very deceitful business practice. If I weren't monitoring my credit card statements closely, this company would just continue billing me without notice as they send no notification of billing. They make it almost impossible to cancel your subscription and run you in circles when you do attempt to cancel.

• Initial Complaint

  Date:02/07/2024

  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 a current GoPro subscriber. I purchase a new Hero 12 camera for $299 which included my annual $100 GoPro subscription discount. I returned the camera due to a defect. I tried to re purchase a replacement with the discount but was unable to complete the purchase. I have attached a summary of events with GoPro customer service, customer support transcripts and email.I asking GoPro to allow me to purchase a new GoPro Hero 12 at $299 and as a good will gesture extend my GoPro subscription through 2025.

• Initial Complaint

  Date:02/02/2024

  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 was charged for a one year subscription to GoPro without any notification. I realized I was charged on Feb 1, **** when I looked at my **** statement. I immediately contacted GoPro and asked for a refund since they did not notify me of this charge. They refused. I would like a refund.

• Initial Complaint

  Date:02/01/2024

  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 purchased a Hero12 Black + Accessories Bundle with ******* ******* 128gb on January 29, 2024. I received it today and immediately (with excitement) opened it to put it into operation. When placing the order, I read the website for details and was happy that it could be operated without a smart phone and only with a USB cable. However, when setting up, the device said I was required to use a smart phone which is completely contradictory to the web site. I contacted customer support about 30 minutes after it was delivered. Customer support confirmed that I could only set it up using a smart phone. We went through several options, but nothing was viable.
  Unfortunately, customer support started to repeat themselves – telling me to use a smart phone – even after they knew that was not an option. They even directed me to download the desktop **** App which according to their website is no longer available. After 1.5+ hours and multiple disrespectful statements they said they would send it to the escalation team. However, they did not.
  Subsequently, I received an email stating to receive resolution, I should contact them. Essentially, they want me to repeat what I did for 1.5+ hours which provided no resolution.
  If they had informed me that a smartphone was required to use their device, I would not have ordered the product. Now, they won’t provide a resolution, refused to send the issue to the escalation team and refused to pickup the items since the purchase is now effectively unwound due to the misrepresentations..
  Currently, the Items have been packed well within an hour after opening and is here for their pickup. If they wish to have a carrier pick it up, I will definitely cooperate within reason.
  I can’t believe a company would so flagrantly refuse to stand behind their product and their sales representation, which I relied on.

• Initial Complaint

  Date:01/31/2024

  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.

  Wasn't notified that I was on auto renew subscription. Do not use this service. Was charged today and immediately reached out to customer service. They would not refund and offered to send me a free gift worth 30$. I don't need anything of the sort and just want a refund.