I signed up for the "free trial" period because I was interested in the leaf. I thought it was a nice piece of jewelry. After I signed up for $1, I never looked at the site. When the trial period came to an end, I looked at the site which stated I didn't have a subscription so I left it alone. Later on I get charged $149 for a 6 month subscription. I immediately go to the site to try to get a refund as, again, I never looked at the site nor did a purchase a leaf to use with the site/app. After going back and forth with "customer service" *******, about a refund, they tell me that it is against their policy to refund anyone once it has past the trial period. I have not purchased the leaf, not looked at the site but I am out $149! This is BAD business.

Hi Rochelle, thank you for composing this review. From what we can see in our system, the trial period for your subscription type was 14 days within which cancellation is possible. Once the charge for the subscription is applied, it is non-refundable, as stated within the app itself and on our website and Help Center. Unfortunately, in case the subscription has been signed up for but is not being used, we cannot cancel it on our own, it has to be requested by the user themselves, as we cannot act in your or any other user's name. The instructions on how to cancel the subscription are also available within the app itself, as well as in our Help Center. Please know that we had no indication that the subscription was unwanted at any point in your trial as we have not been made aware of this. As the account under your email has been created and access to the subscription content was granted, the subscription has been activated and could only be canceled by your request. We are sorry that you had a negative experience but if you ever have any other questions or concerns, please do not hesitate to reach out to us at any time at *********************. All the best, Bellabeat team

I bought my Bellabeat Leaf Crystal January 26 2020 and it stopped working on March 9 2020. It took me 10 days of back-and-forth with customer service (with only 3 days of lag time from 3/13-3/16) to determine my device defective, and then I received a new Leaf on March 21 2020. Fast forward to May 12, 2020 and my Leaf is not working AGAIN! It is deemed defective on June 1 2020 after many days of back and forth (I was unable to respond in a timely fashion due to complications around COVID-19 and getting adjusted to work-from-home life, but it still took a while to troubleshoot considering I’ve had this issue just two months prior). And now a THIRD time I find out my Bellabeat isn’t working on July 28 2020. I am given the runaround again of trying to restart my iPhone and Bluetooth, reinstall the app, and I’m already pissed off that this is the THIRD TIME my device isn’t working with regular use. I have never been guided that this is a battery issue, and I’ve even asked customer service what could I be doing wrong because I’m the common denominator. But they don’t blame me which is the good thing, but still I spent over $150 on the Leaf Crystal and extra bands for style only to have this device be a literal piece of garbage. And I’m sure they are not going to give me a full refund because I’m out of the 30 day refund window. But let me ask you this, wouldn’t it be 5-star customer service to give a refund at this point after THREE failed Bellabeat Leafs in 6 months???!!! I thought this device was supposed to have a 6 month battery? I hope I get a response from Bellabeat themselves to rectify this because this is unbelievable. DO NOT WASTE YOUR MONEY ON THIS ******* COMPANY.

Hi Liana, thank you for taking the time to compose this review. We are sorry to hear that you have encountered issues with our products and we can assure you that we stand behind our products and services, and therefore have the 12 month warranty period within which we can offer replacement devices if there is are any unsolvable problems that cannot be resolved with troubleshooting the device. We have gone through the communication you had with our agents and we do understand that the troubleshooting might be a longer process than anticipated, but as mentioned, we believe and stand behind our products, and majority of the time, our team resolves the issue with the device with said troubleshooting steps. Of course, if this is not the case, a replacement is offered within the warranty. From what we can see in the last email, the situation has been resolved and the device is being regularly used without further issues. We do kindly ask you to reach out to us if you ever encounter any additional issues, as our team would be more than happy to help you resolve them as quickly as possible. We are always available to you at our email *********************. All the best, Bellabeat team

NEVER DOWNLOAD THE APP! RUN FROM THIS COMPANY! This company just wants your money. I downloaded their app as it was advertised as a weight loss app. After downloading it, I realized it’s a tracker app and made to synch with their jewelry and unless I fill in manually, it useless to me. I have a Fitbit do I don’t need the app. I followed the directions to cancel or unsubscribe and it wasn’t under my subscriptions. I dig deeper and found it. Sneaky!!! At that point, it says that you have to contact Bella Beat as you can’t unsubscribe from there. Are you kidding me?. You have a 48 hour wait for a response. 89.00 USD converted through their amazing conversion came to 127.99 CD. They do not provide customer service at all except a finger wagging “it’s your fault” attitude. They deliberately make it hard for you to cancel. They are thieves. They agreed to unsubscribe alright, the day after they took my money.

Hi ******, thank you for taking the time to submit this review and share your experience. We are sorry to hear about this situation. After further investigation, we have seen that the first contact was indeed made after the charge was already applied to your card. As per our cancellation policy ************************************************************************************************ ***********************************************************************************************, cancellations made specifically through our website are possible only by contacting us within the trial period of 14 days. Since subscriptions made through our website are not processed through the App Store or Google Play, but rather our system, it is therefore not possible to cancel them there. We are sorry that you were not aware of this information, as, during the signup process, it is stated to contact us in case of cancellation requests as well as in the provided Support articles in our Help Center, our Store FAQ, and within the app itself. We would be more than happy to help you get the most out of the program that you signed up for so please feel free to reach out to us at **************** if you have any questions. All the best, Bellabeat

I have tried to get customer service to help me with replacing a battery. It's been over 6 months, no reply, no follow up after 3 attempts. I would not recommend this company

Hi *****  Thank you for taking the time to compose your review. We have taken a closer look into the communication between you and our agents as we would like to have this resolved as soon as possible. We have reviewed all the emails that have been sent from your email address to our Support team and unfortunately, we cannot agree with the claim you have made. It is recorded in our system that you have first contacted us in January of 2018, however, after a reply from our agent inquiring about more information on the issue and your account, we have not received any reply. After that, we have received two emails in September of 2018, to which both of them have our agents replied in a timely manner but have not received any recognition or reply from you. At this time, a follow-up email was sent as well, in case you have missed the first one or if it ended in your spam folder. Upon contacting us again in January of 2019 regarding the replacement of the battery in your device, our agent offered an explanatory video of the process which gives instructions on replacing the battery. After that, you have contacted us once again in May of 2019 to which our agent promptly replied, but we have never heard back about the issue you were experiencing. The last contact that we can see in our system is from October 7, where you have informed us about your BBB review and asked for assistance in replacing the battery in your device. As we do not have a physical service point, our agent referred you to the instructional video and provided further troubleshooting steps. As of this moment, we have not yet received any reply from you whether this has helped resolve the issue or if you are still having troubles with the battery in the device. We are unsure whether the replies from our agents end up in your spam folder or are simply overlooked by accident, however, we can confirm that all of your inquiries sent to our Support team have been promptly and adequately replied to. We would also kindly suggest that you search your email for the most recent communication with our agents and provide us with an update regarding your device as we would love to continue with resolving this issue for you so you can enjoy your device properly. We hope to hear from you soon!

Fabulous items- when they work. Bellabeat has rotten customer service for such an expensive item. When it stops functioning or isn't functioning properly, instead of saying "we're so sorry, we'll spend the $5-10 or so the item actually costs us in manufacturing and replace your defective item" they say "here's $50, give us another $100 to get an item that actually works". My first leaf just kept not tracking my steps regularly. Every time I'd ask for help, they'd have the same line- open it up and adjust the bit of metal inside. If this happens regularly, it is a device flaw- not a customer issue. Then, my leaf fell off my wrist while at the beach (I was wading, not swimming and the band must have come unhooked) and was swept away. I replaced it (entirely at my own expense) and the second one fell off my waistband (below the thickness required by the company) while I was out hiking and couldn't be found. Guess those were my problem, too- shouldn't wear the leaf outside (or potentially inside anywhere someone might find it and take it), only in the house where it can be found if it falls off. Also, the newer leaf (still urban) looks more plastic and less like it is actually a stone than the older version. It's all a bit of a scam, really. Wish there was another company out there that made a comparable device with similar apps.

Dear Teresa, Thank you for taking your time to compose this feedback. Upon looking into the communication recorded in our system between you and our agents, we can see that we have received the first contact in November 2017 regarding the tracking of activity and the data loss issue. To this, a troubleshooting option was suggested. We received a follow-up email in March 2018 and after the same troubleshooting option has been offered, it seemed that the device was working properly again. We agree that there should have been a more permanent solution at that time, however, our agents believed that the issue has been solved and it should not reoccur. In December 2018, you contacted us again about the new Leaf having problems with the software which might have occurred as a glitch in the app that we have been updating at that time and we assured you that with the new version, the performance of the device will be improved. Regarding the claim "Bellabeat promised $50 off for an over $100 purchase", we cannot find the grounds or records for this statement. Since our warranty policy does not cover a loss of device, the exception we are making is a 50% off a Leaf purchase which would make the price of the device at the time $49.50. Unfortunately, there was no response from you to this offer we made in January 2019. We understand that losing an item can be frustrating, especially if it was something used on a daily basis, and that is why we extended this exception to you. Regarding the look of the device, the model that you have purchased is made from wood composite material and hypoallergenic stainless steel so due to that material, it may vary in the design but only slightly. For all of the inconvenience and mishap mentioned above, we apologize and regret that the service provided was not satisfactory to you. We tried contacting you a couple of times after being notified of this review so we can offer a suitable solution for all of the points addressed. Unfortunately, there has been no response until this date but we are always open for further conversation and listening to concerns so please feel free to contact us at any time. Thank you.

HORRIBLE Customer Service. RUDE AND CONDESCENDING.

Hi *****, thank you for the feedback. After going through all of the communications between you and our agent, we can see that on chat (January 30), you have requested a return as the device was not suitable for you when wearing it on your clothes as a clip, which is one of three possible ways of wearing it, as it kept falling off. As the item was delivered on December 24, by the time we received this inquiry, the 30-day return policy, which is clearly stated on our website, has already passed, and thus, we could not grant this request. However, our agent offered a solution of tightening the clip and even replacing it with a new one if there was an issue with the one currently used but you insisted on a return instead. During all this time, you were calling names and said that we were difficult although it was only the policy that we were following. After this contact with our agent, we received an email with another return request to which our agent could not comply with as it was already previously stated, the item has exceeded the 30-day return period. When asked for more information and the photo of the clip that was claimed to be defective so we can understand and resolve the issue, we received a very short and unpleasant email as a response. Our agent offered assistance and solutions to the issue which were all refused. We couldn’t comply with the request for the refund for which there were no grounds since it was stated repeatedly that the period for possible returns has passed. We understand that you were angry because you couldn't accept the policy that comes with all of our products. All we wish for is to support and enhance your experience with our products, but there are regulations that we cannot forego as it will only be unfair to the rest of the users who accepted our terms and conditions. It is regretful that the result isn't as we all expected and we're very sorry if that's how you feel. If you have any other concerns, do let us know.

My overall experience with Bellabeat's TIME was not favourable. I was extremely excited about this watch. I have a Leaf and wanted something that did a bit more but am not interested in the Apple Watch. I ordered the TIME as soon as it became available and that was my first mistake. I hate being a beta tester for a product I assume will work out of the box. Second, the instructions to get the back of the watch off and to install the battery were fine but the back did not come off. I tried several things without success. Instead I had to take it to a jeweler to get it off and then had to purchase a battery because they would not use the one I had. Third, the watch never activated. I went back to the jeweler and had them to try the battery that came with this watch and still nothing. I contacted customer service via Twitter and the website and did not get any sort of a response from Twitter and it took 72 hours before I got a response via email. The response only made me more annoyed because after an extremely thorough email to customer service the rep who emailed me told me to do exactly what I had already done TWICE. Clearly, he never read my email. Let's not even get into the fact that there is no phone number to contact Bellabeat for any assistance. That was my first pet peeve. I sent another message to Bellabeat and after another 24 hours went by I had had enough and submitted a return request. My level of annoyance skyrocketed when I couldn't get any page on any browser on my desktop or laptop or phone to submit the return. Oh, and since this product is so new they do not even have it listed on any drop down not for assistance or returns. Fourth, I contacted Bellabeat via Instagram and finally got a quick response and had a return processed and in my inbox the next morning as they promised. The return process was at least easy once it was processed. I went out and bought a Garmin instead and am nothing but happy with it. I was disappointed with this experience from the moment I opened up the packaging. I had plans on ordering other products but have completely decided against that.

Hi A.L., thank you for your feedback. We are sorry to hear that you had such experience with our Time, we had placed the two screws on the back of Time to make sure it is easy and accessible to place in the battery which is provided in the packaging. We are unsure why the jeweler suggested another battery, as the one in the packaging is the CR2032 model that our Leaf uses as well and that one should have been placed inside of the device. After going through the communication with our agent, we found that on the 18th of December, we received a request about the Time not registering with the app from you. After 48 hours, our agent recommended updating the application as the new version was released with the improved setup for the device. Since that, unfortunately, did not resolve the issue, on the 20th your refund request was granted by sending a return label on the 21st of December. In short, all of your inquiries sent to our support team email were attended to within the 72 hour response time and we're sorry that it still wasn't up to your own expectation. We are sorry that you could not enjoy our device to the fullest, and we wish we could have resolved this for you with troubleshooting or more insight into the issue as our main goal is the keep our users satisfied and excited to use our devices. We are at your disposal for any further questions or concerns.

While the devices are lovely to look at, if you want a working fitness tracker, I would advise choosing a different company. Bellabeat does not reply promptly to emails, has a substandard product, and the customer service is very poor. My story: Oct 3, 2018: I had not had my Leaf for 4 months. It stopped syncing to my phone. I emailed customer service and received and email back after 1 day suggesting changing the battery (note the battery read 50% full). Changed battery, and anticipated that I would not have to do so again for 5-6 months. Nov 5, 2018: Stopped syncing to my phone. again. Emailed customer service. 4 days later they replied suggesting I change the battery again and take a picture to send to the engineer team. Nov-Dec, 2018: I email back and forth, requesting a warranty claim for the defective item, sending a copy of my receipt, and attempted to post a review to their website. Days between responses for each email, and my review mysteriously won't show up on their website. I feel I was misled by the many 5 star reviews, when clearly it just means they don't post the bad reviews. Have ultimately decided to not even do a warranty return because it isn't worth the shipping and the negative interactions. Do not purchase devices from this company if you want something that works!

Hi Sarah, thank you for your time to compose this feedback. We have gone through your communication with our agents and the first suggestion to your inquiry on the 3rd of October was a day after, with our agent suggesting a battery replacement since the battery in your Leaf has been fluctuating which can cause intermitted tracking or not syncing with the app. This was 3 months after you started using our device, and the standard battery life for a CR2032 coin battery is up to 6 months, however, this also depends on the usage of the device and the syncing with the app, meaning that if the device is being synced more than 2 times a day, it will take more out of the battery than the standard number of syncs. The next email we received was on the 2nd of November regarding the issues with the syncing again, and a reply was sent by the agent on the 5th of November where the agent asked you about the battery that you placed in your Leaf and if it was a new one from the pack since they have seen in the system that it has been fluctuating again. This question was to determine the battery status, if it was new and why it has already been drained, and there was no mention of replacing the battery again as our agent wanted to determine if there is an issue with the device itself or the battery. On the 6th of November, after your reply on the 5th of November, our agent asked for a photo of the inside of the Leaf as our standard troubleshooting step involves the pins underneath the battery. The troubleshooting offered through customer support is more extensive than the one provided on our website as we believe every case is unique and requires different methods to determine the issues. On the 6th of November, you inquired about the return period which is stated on our website as 30 day return period from the day you receive the item so we were not able to comply with that as the device has been used for 4 months prior. You have contacted us again on the 28th of November filing a Warranty Claim. Our agent asked you the email address connected to the account on the 3rd of December, which is longer than the expected period, and we apologize for not being able to respond earlier due to Black Friday period. Unfortunately, after this, you decided to look into other products as the experience you had wasn't up to expectation. We are very sorry that your last impression of our brand was not as good as the first, but we believe that with the troubleshooting steps that were offered to you this could have been resolved. A replacement device would have been sent once we could determine there are no further steps could be taken to resolve the issue for you since all of our devices are covered by our 12 month warranty period. We seek your understanding that our ultimate goal is to have our users enjoying the products. Again, we apologize for the whole experience and hope you stay healthy with whichever choice of fitness tracker that you'll have.