Complaints

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

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  Fitbit, Inc.

  199 Fremont St San Francisco, CA 94105-2245

• 

  Fitbit

  803 - 305 King St W Kitchener, ON N2G 1B9

• 

  Fit Bit

  2670 Executive Drive Indianapolis, IN 46241

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:07/31/2025

  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 am filing this complaint because I sent back 1 Fitbit ************ edition, for ionic the recall. I sent this device back earlier this year and still havent received my refund of $329. I just want this to rectified its not been a great experience with Fitbit

  Business Response

  Date: 08/01/2025

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23684615
  
  I am rejecting this response because: I am waiting for this issue to be resolved first. I have been connected with someone who is working on this and will accept once this issue is resolved
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 08/04/2025

  Well continue to work with the customer towards a resolution within the scope of our policies

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23684615
  
  I am rejecting this response because: I have been responded to in regards to my claim since Saturday. I have not been refunded and I have given all required proof according to the recall policy and still have not been refunded. I will file a claim in small claims court if I am not given the refund they promised over email within 5 business days. They will not get  away with taking my device and not providing the refund as stated by the recall information.  I will not stop until Im given the refund I am entitled to according to ******** and Fitbit in the email I got over a month ago 
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/30/2025

  Type:Customer Service 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 attempted to use the online linked help pages to navigate, and it was the most circularly unhelpful series of links.Once I was finally able to get to the chat to speak to someone, they were unhelpful and condescending. When I told them that my watch was dead, would not hold a charge, and the screen was unresponsive, and that I had gone through all of the online help suggestions, they insisted that I type out every single procedure that I had tried. Firstly, that is an absurd request. Secondly, I stated very clearly that I had followed instructions from the online help section - gaslighting is unnecessary. I asked for the chat to be transferred to someone helpful and was met with more absurd requests to type out individual steps to "verify" that I had done it. I asked them to check my warranty, and they refused by saying that they had to have written verification of my troubleshooting efforts. The levels of ridiculousness of this demand are unprofessional. I quite literally said everything on the help site at least 4 times. It was not hyperbolic, it was literal, and I was denied help with a side helping of hateful. This was an unacceptable experience. Lec was the agent's name, and they do not need to work in customer service.I ended the chat and took care of it with someone competent and polite on the phone without having to provide a dossier of how I cleaned, restarted, charged, etc. I just needed a new watch, and the chat function was an unkind waste of my time.

  Business Response

  Date: 07/31/2025

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

  Customer Answer

  Date: 08/01/2025

  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:07/28/2025

  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.

  I registered for the Fitbit Ionic recall on 6/5/25. Fitbit disabled my device and the email I received stated that I would receive my $299 virtual prepaid mastercard within 3-6 weeks. It is approaching 8 weeks since my device was disabled, and I have not received my refund or any emails from Fitbit about the refund. My Fitbit Reference Number is Fitbit Ionic Recall Account Verification - Reference ****************

  Business Response

  Date: 07/29/2025

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

• Initial Complaint

  Date:07/27/2025

  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.

  I subitted my Fitbit Ionic watch for the Fitbit Ionic recall program back on 5/22/25. Fitbit disabled my Ionic device and the email stated I would receive my refund in 3-6 weeks. It is now going on 9 weeks and I have not received my refund and my device was disabled. I am asking that I receive my prepaid ********** as promised asap. Here is my reference number:Fitbit Ionic Recall Account Verification - Reference **************** Dear Valued Customer,Thank you for registering for the Fitbit Ionic recall. We verified your account, disabled device syncing, and will issue your refund within the next 3-6 weeks.

  Business Response

  Date: 07/27/2025

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us

• Initial Complaint

  Date:07/25/2025

  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 am filing a complaint against Fitbit, Inc. regarding their refusal to honor a refund claim for four Fitbit Ionic devices (two ****** editions) under the recall program, case number 5-8690000038543. The devices were purchased second-hand through an online marketplace, deactivated as per recall instructions, and initially approved for refund ($329 x 2 + $299 x 2 = $1,256), but later denied due to purchases not being from an authorized retailer. This contradicts official recall terms (Fitbit ************ ***************************************************************; CPSC: ***********************************************************************************), which do not require original receipts or exclude second-hand owners. A prior refund was received for a similar device. *********************** pattern of standardized denials (e.g., ***** Gal on X, July 21, 2025) and BBB complaints (***** in 3 years) suggest unfair practices. I request a $1,256 refund or device reactivation.

  Business Response

  Date: 07/25/2025

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23651971
  
  I am rejecting this response because:

  Dear ****** S and BBB Dispute Resolution Team,
  
  
  I am writing to update my complaint against Fitbit, Inc. (Complaint ID ********, submitted on July 25, 2025) regarding their refusal to honor a refund claim for four Fitbit Ionic devices under recall case number 5-8690000038543.
  
  
  Fitbits latest response via BBB, received on July 26, 2025, states: "Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us." However, I have not been contacted directly by Fitbit since this message, despite their indication of follow-up. This lack of direct communication aligns with my prior email exchanges with them, where they have dismissed my case with standard responses that fail to address the specific issues I raised, a pattern reported by other customers as well.
  
  
  I purchased the devices after the recall, aware of the issue via media like ******, not a direct Fitbit notification. I deactivated them as instructed, have not sold them, and am retaining them at home, posing a safety risk due to the overheating hazard. Initial email confirmations from Fitbit after deactivation confirmed my eligibility for a $1,256 refund ($329 x 2 + $299 x 2), contradicting their later denial based on purchase datea requirement not stated in the original recall terms (March 2, 2022).
  
  
  I acted in good faith, and the recall process did not indicate that buying used devices for deactivation and refund was prohibited, a point only raised after my submission. I request that BBB urge Fitbit to provide a $1,256 refund. If this is not granted, I ask for the devices to be reactivated. If the matter remains unresolved, I will escalate to the ************************** (Forbrukerrdet) and ****. Please advise on next steps, including mediation if necessary.
  
  
  
  Sincerely,
  
  Vegard H

  Business Response

  Date: 07/28/2025

  Weve previously followed up with the customer and stand by our last response.

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23651971
  
  I am rejecting this response because:
  

  Subject: Response to Business Message - Complaint ID ********
  
  
  Dear ****** S and BBB Dispute Resolution Team,
  
  
  I am responding to the latest message from Fitbit, Inc. regarding my complaint (ID ********, submitted on July 25, 2025) about their refusal to honor a refund claim for four Fitbit Ionic devices under recall case number 5-8690000038543. Fitbits response, received on July 31, 2025, states: "Weve previously followed up with the customer and stand by our last response." This is attached for your review.
  
  
  I find this response unsatisfactory. Fitbits last response (dated July 28, 2025) rejected my refund request, claiming they could not verify my eligibility, yet provided no specific reason. They have not contacted me directly since their initial email, despite earlier indications of follow-up. This pattern of standard responses, which fail to address my specific concerns, is consistent with my prior email exchanges and reports from other customers.
  
  
  I purchased the devices after the recall, aware of the issue via media like ******, not a direct Fitbit notification. I deactivated them as instructed, have not sold them, and am retaining them at home, posing a safety risk due to the overheating hazard. Initial email confirmations from Fitbit after deactivation confirmed my eligibility for a $1,256 refund ($329 x 2 + $299 x 2), contradicting their later denial based on purchase datea requirement not stated in the original recall terms (March 2, 2022).
  
  
  I acted in good faith, and the recall process did not indicate that buying used devices for deactivation and refund was prohibited, a point only raised after my submission. I request that BBB urge Fitbit to provide a $1,256 refund. If this is not granted, I ask for the devices to be reactivated. If the matter remains unresolved, I will escalate to the ************************** (Forbrukerrdet) and ****. Please advise on next steps, including mediation if necessary.

  Sincerely, Vegard

• Initial Complaint

  Date:07/24/2025

  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.

  Fitbit will not sync. It is two years old. I have tried uninstalling and reinstalling the program on my phone. But I still have the wrong time and date on my phone. I have tried multiple times to reset my watch/tracker. When I contacted customer service, they want me to pay by credit card to have a tech assist me. 5.00, then ***** a year. I do not think it is fair I am expected to pay for them to service my faulty device. I am on limited disability income and a stroke survivor. And I need this device to monitor my heart rate when exercising so I do not have future medical problems.

  Business Response

  Date: 07/24/2025

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

• Initial Complaint

  Date:07/22/2025

  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.

  I purchased a Fitbit Charge3 in December 2024, which is still well within Fitbits advertised one-year limited warranty. After just seven months, the screen became completely black and unresponsive despite charging and reboot attemptsclearly a hardware ********** first Charge3 lasted five years before the screen failed. This premature failure makes the second even more concerning. I submitted a warranty claim with:A photo of the malfunctioning device with case number A valid purchase receipt showing the date Fitbit denied the claim, saying the product does not qualifydespite meeting warranty terms and escalation to higher support. This decision is unjust and violates their own policy.Documented Charge3 Screen Defect Charge3 screen failures are widely reported online. Forums and Reddit threads detail a known issue involving screen dimming and blackouts, often caused by firmware bugs or connector pin faults.Examples:The latest firmware update Fitbit rolled out for the Charge 3 caused this screen dimness issueCharge 3 is notoriously bad with their screen dimming after a year of use. There is nothing you can do other than replacing it.Even Fitbit moderators have acknowledged the problem, confirming its a known defect. Warranty coverage should apply regardless of the internal cause.Desired Resolution A full replacement of my Charge3 under warranty Review of Fitbits warranty handling for recurring defects Acknowledgment of the widespread screen issue Additional Context Ive been a Fitbit customer for close to 10 years and previously recommended the Charge3. This experience has erased my trustespecially since the ****** acquisition. If unresolved, I will switch brands and share my experience to help others avoid similar *********** Steps I request the BBBs assistance in securing a fair resolution.I can provide supporting documents on request.Thank you for your time and attention.

  Business Response

  Date: 07/23/2025

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23639349
  
  I am rejecting this response because: The businesss reply simply states to the BBB that I will receive further communication, in which they deny my warranty claim outright.  Their stated reason is that the device was registered in 2020 and therefore out of warranty, despite the fact that I received the product as new in December 2024.

  Additionally, Fitbit originally claimed that my device had already been replaced under warranty, which is false.  They have since shifted their explanation without addressing this contradiction.  I have never submitted a warranty claim before, and this is the first time Ive contacted Fitbit support.  The unit was sold as new, in sealed packaging, with no indication of prior use or warranty expiration.

  Ive been a loyal Fitbit customer since 2017 and have owned multiple devices.  It is unacceptable to deny a claim for a device that failed within 7 months simply because of unverifiable internal data, especially when consumers have no way to check warranty status prior to purchase.
  
  I request that the BBB review Fitbits response in full context and support a fair resolution: either a warranty replacement, a repair, or a full refund.  I have attached my response to Fitbit's declination as well as their communication to this correspondence.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/23/2025

  Well continue to work with the customer towards a resolution within the scope of our policies

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23639349
  
  I am rejecting this response because: Fitbit continues to offer inconsistent, inadequate responses across multiple communication channels while failing to engage with the core facts of my complaint.  In their latest BBB message, they state they will continue to work with the customer towards a resolution within the scope of our policies, yet their direct email communications tell a different story.
  
  Their most recent emails (attached) dismiss my claim entirely, citing their warranty policy and refusing any replacement, repair, or refund.  They claim the device is out of warranty due to a 2020 registration date, something I could not have known when the item was purchased as new and sealed in December 2024.  They previously claimed the device had already been replaced, a contradiction they now ignore entirely.  These conflicting explanations undermine Fitbits credibility and call into question the reliability of their internal records.
  
  I have responded with a detailed, point-by-point rebuttal showing how their own Limited Warranty contradicts the denial of my claim:
                 - The product was sold as new, received in sealed packaging, and failed within 7 monthswell within the 1-year coverage stated in their warranty.
                 - Fitbit has no public-facing tool to check warranty eligibility prior to activation, and no warnings were provided that the seller (QDesigner) was unauthorized.
                 - Their policy itself states it applies to purchases from authorized sellers to the extent permitted by law, and there is no indication that such limitations override consumer protections in this case.
  
  I am not requesting special treatment, only a reasonable resolution under Fitbits own stated warranty terms.  I have requested a replacement, repair, or refund. I have submitted proof of purchase, detailed documentation, and engaged in good faith throughout.  Fitbits refusal to act is not only unreasonable, it contradicts the very warranty policy they continue to cite.
  
  Until they engage honestly with the facts and offer an appropriate remedy, I will continue to pursue this issue through consumer protection channels.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/21/2025

  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 have submitted my Fitbit Ionic unit for the Fitbit Ionic recall. My Fitbit was registered and Fitbit disabled my device. I have not heard from the company, and have not received my $299.00 prepaid Mastercard gift card that I selected as part of the recall.Fitbit Ionic Recall Account Verification - Reference ****************

  Business Response

  Date: 07/21/2025

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

• Initial Complaint

  Date:07/20/2025

  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.

  So I have a Fitbit charge 5 water got on it and they claim its water resistant and it stopped working. They said that I hadmultiple minutes of swimming recorded well yes because I manually put that information in to watch did not detect that I was swimming the warranty has just expired and yet all wanna offer me is 50% off. They should be replacing the watch completely FREE because this product should be lasting. I am not happy with that the outcome or the customer service and I want a whole new watch for FREE or a repair!

  Business Response

  Date: 07/20/2025

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

  Customer Answer

  Date: 07/20/2025

   
  Complaint: 23626749
  
  I am rejecting this response because: until I get a response and what that outcome is I am not satisfied! 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/21/2025

  Well continue to work with the customer towards a resolution within the scope of our policies.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23626749
  
  I am rejecting this response because: They cannot answer a simple question and claim it is up to the warehouse! I will not accept a used device! It is to be brand new not refurbished. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/19/2025

  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.

  This is simply a complaint about the policy and warranty process. Fitbit has a policy - which I'm sure they are aware people do not reqd, certainly before they buy a product, that they do not cover a warranty replacement if not sold by an "authorized retailer". I purchased my Charge 6 from ******. Unbeknownst to me, it was sold by a third party seller through ******, and not ****** themselves. My Charge 6 died in 6 months, and Fitbit refuses to cover it because of this completely arbitrary fact. My complain is simply to get this on record. If this is going to be a policy, it should be made loud and clear before purchase, a customer should not have to find out this way.

  Business Response

  Date: 07/19/2025

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.