Complaints

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:05/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Charged me for maps , but won’t download to my I-phone. Have been a customer for a number of years.

  Business Response

  Date: 05/07/2025

  Garmin was able to reach
  the customer and assist with this issue over the phone. After speaking with the
  customer on the phone, it was discovered that the customer had been attempting
  to log into the wrong account.  Garmin was able to assist the customer
  with logging into the correct account. Before ending the phone call, Garmin
  confirmed that this customer had access to his account. This issue has been
  resolved. Thank you!

• Initial Complaint

  Date:04/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Garmin will only replace a product after a long period of time 7-10 days. Customer service is pitiful
  they have some long drawen put process that takes way too long. yet they got my $$.
  
  once they get the money they dont care about their customers..

  Business Response

  Date: 05/02/2025

  Thank you for reaching out about this.  Garmin’s records show that Garmin timely shipped this product. However, Garmin does not have any control over third-party shippers.  Garmin followed its typical procedures when it receives reports like this from customers and stands by that process.  In any event, Garmin’s records show that this product was delivered to the customer’s selected shipping address on Wednesday, April 30, 2025. Garmin believes that this matter has been resolved. Thank you.

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 got a Garmin instinct 2 watch for my birthday 2 or 3 years ago and I used it continuously until a couple months ago when I went for a routine swim and it just quit working, it would no longer hold a charge, it couldn’t tell me my heart rate, and it no longer tracked my sleep. When I reached out to Garmin they told me that the watch was broken and I would need to purchase a new one. I’m very disappointed because a watch that a friend gave me second hand 5 years ago is still working perfectly.

  Business Response

  Date: 04/29/2025

  Garmin has a one-year limited warranty that applies to this product. The terms of that warranty can be found on Garmin's website: **************************************************************  Based on the submission from this individual, this product is well out of its warranty period. After receiving this submission, Garmin has made several attempts to contact this customer but has not heard back. Once Garmin hears back from this customer, Garmin will work with this customer directly to try and resolve. Thank you.

  Customer Answer

  Date: 04/29/2025

  I can't see what Garmin wants to do to rectify this, I attached a screenshot of the message I get when I click on the link

• Initial Complaint

  Date:04/05/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 have a Garmin sports watch. A Forerunner 45S. Serial Number: *********
  October 25, 2024 registered with Garmin site.
  
  The watch band connects to the watch face with two screws.
  The location where the band and face connect, screw location, snapped in both screw holes. I contacted Garmin customer service about this.
  The remedy offered was to pay $100 for a new watch face. (Watch cost me $175).
  I looked into the issue that has occurred to my watch and I found lots of reports that over time, other watch bands that are designed this way are breaking also. Research has shared with me that over time, sweat and any water that gets into the joining point begin to weaken the screw connections, causing it to snap like mine did. In fact reviewing all the other watches on the site, this is the only model made this way.
  It also notes based on my research that along with the sweat causing the weakening of the plastic connection points, also wearing the water and doing activity will also weaken the plastic screw connection location.
  Regrettably there is no way to fix this watch, since the breaking point is on the watch face, not the band. So the only remedy that Garmin has offered is to spend $100 for replacement face. But the product is still faulty because a new watch face will just break again over time, resulting me in having to spend another $100 for a new face. I am not interested in going through this downward spiral if there are watches that made differently that don’t break this way.

  Business Response

  Date: 04/14/2025

  Garmin was able to reach the customer and provided them with a replacement at no cost with the 90-day limited warranty that comes with replacement devices. Thank you!

  Customer Answer

  Date: 04/15/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:03/30/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  The date that I first bought the Gamin watch was June 23rd, 2019 (See attachments for receipts)
  The amount of money that I paid for the watch was $419.94
  The business committed to provide to me a fully functioning and useable watch
  I used that watch until 2022 when the edge where it holds in the watchband broke off
  I searched on the internet about it and found this link: *********************************************************************************************************
  Which led me here: **************************************************************************
  Using that link, I got a replacement watch sent to me at no cost to me. I just needed to send the old watch back (I did).
  Fast forward from 2022 to November 2024, I bumped my wrist on my night table waking up and the watchband holder broke.
  Naturally, I went back to the aforementioned link, and found that it showed an error: "We are unable to determine this device's eligibility for use in this application. Please double check your serial number again and/or contact Product Support."
  I called Garmin Customer service then, and they told me that this watch is no longer eligible for replacement with the same model as refurbished models have run out.
  No problem, I asked them to replace it. They informed me via that phone call that they can only offer a 20% discount off of another Garmin product, and not only that, but it cannot be used on any sale items.
  The nature of this dispute is that I am requesting that Garmin replace my fully functional watch minus the design flaw of the watchband holder breaking with another watch with the same or better features for the value of what the watch would be today ($521.80 - see ************************************************************* for reference) at no cost to me.
  The business did attempt to resolve it, they will not replace it.
  Please see all attachments and their names for reference.
  There is an issue with this page, ignore generically named photos.

  Business Response

  Date: 04/01/2025

  Garmin has contacted this customer directly and is working with her to reaching a mutually agreeable resolution. Thank you.

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  The product in question is the Garmin Venu 2 Plus Smartwatch.
  
  Garmin released a software update that bricked my device. It no longer turns on or functions.
  
  I contacted them to discuss this and they told me I would need to pay $160 for an exchange. I do not think this is an adequate resolution considering it was their update that caused the issue. I was not misusing the device in any way and up until that point it had been working perfectly fine.
  
  I will happily pay for shipping so they can repair the device, but I do not think it's acceptable that they're requesting I pay for the replacement when it's 100% their fault. It's not about the money, but the principle.

  Business Response

  Date: 04/07/2025

  Garmin is in the process of contacting this customer directly to try and resolve this.  Thank you.

  Customer Answer

  Date: 04/07/2025

  *
  ********** ********
  
  
  
  I am rejecting this response because:

  They contacted me but I found a resolution on my own. I was able to finally get my device to turn on. It was still unresponsive, but through connecting it to my computer I was able to access special files located within the device and initiate a full factory reset. I no longer need their help and wish to close the case - thank you.

  S*********
  
  ******* ********

  Business Response

  Date: 04/07/2025

  Garmin is glad to hear that this customer was able to resolve this issue. He may contact our product support department if he needs any further assistance. Thank you.

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 are seeking a full refund for a Garmin 265s fitness watch. We purchased a 165 fitness watch 9 months ago and it was inaccurate with step counting, it would randomly reset and not count steps correctly. After hours with there support not finding a solution, they told us to return the watch to the retailer, pay more to upgrade the 265s. Total purchase price $429 plus Ca tax. We did that in May of 2024. The watch has not counted steps accurately, randomly resets. Garmin exchanged the watch for another 265s, same issues. I have spent hours with support ****** documenting issues and a case was created. The watch seems to be getting worse. Not sure if this is software or hardware and I do not care at this point. This watch should not have been released and I do not think there is anyone focused on fixing it. I want a refund directly from Garmin. They should not send me back again to the retailer. This is Garmins fault, very poor product and support. 9 months of suffering with buggy devices.

  Business Response

  Date: 03/31/2025

  We will reach out to the customer directly to try and resolve this. Thank you.

  Business Response

  Date: 04/07/2025

  Thank you. Garmin has already initiated a refund for this customer per her request. Garmin denies the allegations in the customer's most recent submission.  Garmin is, at its core, a customer-oriented business and strives to provide its customers with the best support possible.  Thank you.

  Customer Answer

  Date: 04/15/2025

  Garmin has sent me a shipping label and I have mailed watch back.  Historically it has been a slow process for them to receive and acknowledge a return.  Additionally we are told we will not receive a check for 4-6 weeks which I think is unreasonable.  I also assume it will be at least a week for them to get and acknowledge return so we might be looking at close to 2 months for a refund.  So yes they say they will issue a check but the process is anything but customer friendly.  

  They are also denying the software issues are a known problem which I do not accept.  If our watch was so riddled with bugs for the most basic of function (step count)  how can this not be known and logged in their systems.  I see many other similar complaints on sites like Reddit.  So all the time I put in to document issues,  send them files, screen shots etc was in my mind a total waste of time.  Of course they are not going to simply say the software on this watch does not work,  muliple bugs,  this is a known issue,  save your time we do not need countless files and interactions.  

  So I am accepting their return but they should pull this device from the market or fix the software for a basic function like counting steps.

• Initial Complaint

  Date:03/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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 new $5,000.00 SPECIALIZED Turbo Como 5.0 IGH Ebike equipped with a Proprietary Corded Garmin Model Radar. I was told by the Owner Wake of the Ebike Store in Portland, Or to bring my Ebike it in to start a Warranty Claim, but then SPECIALIZED still has to approve it? All the Reviews on Google & Complaints on this Better Business Bureau website say SPECIALIZED "refuses / will not" honor their Warranty period. This SPECIALIZED Ebike Components Company also has a "F" Rating on the Better Business Bureau website. This corded Garmin Radar Product that came equipped on my new SPECIALIZED Turbo Como 5.0 IGH Ebike has some serious Quality Control Issues & won't work with this Ebike & that's why it severed / broke. I DON'T want an "exact" replacement because this Product is Defective period. All of Garmins Bike Radars are Bluetooth so why does my Premium Ebike not have a non-corded Bluetooth Garmin Radar on it? SPECIALIZED & Garmin are hustling customers refusing to take responsibility for a failed product design leaving customers high & dry. Garmin keeps saying it's SPECIALIZED's responsibility yet it's Garmin's name that's on this product & not SPECIALIZED's. This mentioned Defective model Garmin Radar is worth $300. I would like Garmin to provide me with a non-corded Garmin Radar as a Warranty Replacement being their Garmin name is on this product & not SPECIALIZED's. If this is not possible then I will seek out Legal Counsel to Sue SPECIALIZED & Garmin.

  Business Response

  Date: 03/14/2025

  Thank you for reaching out.  Garmin
  has taken another look at this matter, and its answer remains unchanged. 
  The head unit that this customer has is a product specific to Specialized, and
  such products are installed, maintained and supported by Specialized. 
  Garmin is not in a position to provide this customer with a replacement unit,
  including any standalone Edge product.  The customer’s path to a resolution
  lies with Specialized, not with Garmin.
  

  Business Response

  Date: 03/17/2025

  Garmin has nothing further to add to its prior response. Thank you.

  Customer Answer

  Date: 03/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ********* ****

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 vivosmart 5 quit working on January 9th. I contacted the company and was told to return it which i did. They sent out a replacement on January 21st. The postal service has lost the package. It did not track at all from January 23rd until January 31st. I have repeatedly asked garmin to send a replacement to no avail. They say they can't send out a replacement until the postal service says it's been delivered and I prove i didn't get it. I filed a notice with the postal service. C******** ** ***** **stal service ***********) has checked on it for me. She said that i needed to get garmin to file a claim but they are not cooperating. I need help.

  Business Response

  Date: 02/06/2025

  Thank you for reaching out about this.  We did ship out a replacement on Jan. 21. Our review of USPS records shows that USPS reported weather delays in that region, which apparently has caused the package to be delayed.  We are still seeing movement on the package just 2 days ago (Feb. 4), which we do not consider to be no movement of the package.  Garmin wants to give the package a bit more time to reach its destination before deciding to send out a replacement. Thank you.

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  On 10/10/2024 I purchased a device (Garmin smartwatch) by the amount of $427.00. The device stopped working and, as a result, contacted Garmin's customer support since device was within the first year of initial manufacturer warranty. On first support call (chat) and doing some troubleshooting it was determined by the business support staff that an exchange was needed. I was told that Puerto Rico, (USA) was considered an international location and that the exchange process would take a couple of days. After several followup calls (chats) I have yet to be contacted by Garmin's customer support nor has the exchange process started. List of calls (chats) and dates made to Garmin's customer support follows: First/ initial call (chat) @ 12/26/24, second call (chat) @ 12/30/24, third call (chat) @ 1/2/25. As mentioned before, and after more than a month of trying, following up and waiting to get a resolution for my issue I have not being contacted yet by the business nor a positive result had being obtained. Hopeful I'll get any help. Thank you.

  Business Response

  Date: 02/10/2025

  Garmin is reaching out to this customer directly to try and resolve this. Thank you.