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:08/12/2025

  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 have a defective GPS that was bought at best buys, who says the warranty is with Garmin and they should provide my refund. When l contacted Garmin, they said since l bought it through **** ***s they have to provide the refund. I already have a complaint out on best buys who's refusing to do anything

  Business Response

  Date: 08/19/2025

  Thank you. While Garmin denies the customer's allegations that the product he purchased was defective, Garmin was able to work with this customer to obtain the needed documents to begin processing the requested refund. Garmin considers this matter resolved.

• Initial Complaint

  Date:08/04/2025

  Type:Delivery 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 failed to deliver my fenix 8 – 47 mm Solar, Sapphire, Carbon Gray DLC Titanium with Black/Pebble Gray Silicone Band, which was supposed to be delivered on July 29. Despite contacting them twice, I was met with unprofessional customer service. My 30-minute call was spent mostly on hold, only to be told I had to be transferred to another department. I demand a full refund to the original payment method...

  Business Response

  Date: 08/11/2025

  Thank you for reaching out about this. As to the wait time when the customer initially contacted us, Garmin appreciates the customer's patience as we determined the appropriate associate to assist him; we apologize for the wait that he claims to have experienced.  As to the alleged missing shipment, Garmin is working with the carrier to investigate and will reach out to the customer directly once the investigation has concluded. Thank you.

  Customer Answer

  Date: 08/11/2025

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

  Garmin's response is disappointing, and I strongly disagree with their handling of this issue. Despite multiple attempts to resolve this, the company has failed to demonstrate a genuine interest in finding a solution. The phone representatives' robotic responses and lack of understanding are unacceptable, especially considering the excessive wait times. A 30-minute wait only to be transferred to another department is inefficient and a waste of my time.
  
  Furthermore, the inconsistencies in Garmin's records are alarming. The claim that a case was created initially, only to be denied in subsequent calls, raises serious questions about the company's internal processes. The latest statement that they're investigating this issue is unconvincing, given the lack of transparency and communication.
  
  I expect a more prompt and effective response from Garmin. I want to know what concrete steps the company will take to resolve this issue and prevent similar problems in the future. I also expect a clear timeline for the investigation and regular updates on its progress.
  

  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 08/15/2025

  Garmin, again, appreciates the customer's patience as Garmin completed its investigation of this matter.  While we strive to bring investigations to a quick close, sometimes circumstances outside of Garmin's control result in the investigation taking longer than planned. 

  While Garmin disagrees with the customer's characterization of his interactions with Product Support, we have passed along his comments to the Product Support team for consideration.

  Following the investigation's conclusion, Garmin approved this customer's request for a refund, which should process in relatively short order. Thank you.

• Initial Complaint

  Date:07/25/2025

  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 purchased the Forerunner 265s watch from Garmin's website August 25, 2024. The watch is not working correctly and Garmin refuses to uphold its 1 year warranty. The first agent, ****** walked me through several troubleshooting steps and asked me to record videos of the malfunction if it occurred again after that call. Unfortunately the issue happened again and I recorded videos of the watch malfunctioning as requested. I called Garmin support a second time on July 15, 2025. Upon reviewing the videos they opened a support ticket as the agent ***** confirmed with his peers that based on the videos there appeared to be an issue despite me "moving at a good speed". Several days later ***** responded via email "We would recommend either turning off auto pause or moving at a faster pace than in the video." They initially said I was moving at a "good speed" and this email response contradicts that statement made on July 15, 2025. During that July 15th call I was also asked to do further testing in different locations which I did and the malfunction happened again. It occurs when I use both the hike and walk activities. It occurs intermittently during the walk activity, auto pausing while I am walking. The issue is amplified when using the hike activity as it will pause and will not restart at all, even when I manually click 'resume'. I have to end the activity altogether. I have videos of the auto pause feature not working properly 2 seconds into me starting a hike activity and several minutes after starting hike and walk activities. The pace response does not explain why it happens 2 seconds into an activity AND several minutes into an activity; nor does it explain why it will not resume, even for 1 second, when I manually click resume. I simply want Garmin to honor its warranty which reads "Garmin outdoor products are warranted to be free from defects in materials or workmanship for one year from the original date of purchase." This watch is not free from defects.

  Business Response

  Date: 08/05/2025

  Thank you - we were able to contact this customer directly and resolve this to their satisfaction.

  Customer Answer

  Date: 08/05/2025

  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:07/13/2025

  Type:Billing 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 recently purchased the Garmin Striker Vivid 7sv, Easy-to-Use 7-inch Color Fishfinder and Sonar Transducer, Vivid Scanning Sonar Color Palettes **************. I would like to return the product which was purchased within the last month and is still unopened in the box. I can not find my receipt, but I would be fine just returning for store credit or even as part of an exchange. I've reached out to support multiple times but have yet to receive a response. Thanks!

  Business Response

  Date: 07/16/2025

  Thank
  you.  We have looked into this and have also reached out to the customer
  directly. Our records indicate that we have previously discussed this matter
  with the customer. When we previously communicated with the customer, the
  customer informed us, which our records confirm, that this unit was purchased
  several months ago from a retailer and not directly from Garmin.  Without
  the receipt from the retailer purchase, Garmin cannot proceed with the
  requested refund. 
  
  In
  addition, the customer also previously informed us he had opened and used the
  unit.  Since the unit is under warranty, Garmin has informed the customer
  that we are willing to exchange the unit under these circumstances.  If
  the customer wishes to do so, he may reach back out to our Product Support team
  to complete that process. 

  Customer Answer

  Date: 07/16/2025

  
  
  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:07/09/2025

  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'm writing to express my deep frustration and disappointment regarding the recent loss of my Garmin Venu 2 smartwatch (Order No. ************, Part No. ************). I chose Garmin over other brands specifically for its reputation in fitness tracking and reliability. Unfortunately, this trust has been compromised.
  
  The watch was lost due to what appears to be a design flaw, its strap became loose and detached during regular use, causing the device to fall off without my notice. Despite my efforts to locate it using Garmin Connect and the Find My Device feature, I was unable to recover it. I was further disheartened to learn that Garmin has no means to track, disable, or recover lost devices, which leaves loyal customers like myself without any recourse.
  
  This situation is not only disappointing but also unacceptable, especially considering the premium price of nearly $500 CAD that I paid for the device. I believe Garmin should take accountability for the product’s failure and the resulting loss. I trusted your brand for quality and durability, and I feel let down.
  
  I contacted customer support, they advised nothing but to try to locate the watch, since it's been a while now and there is no way to locate it.
  
  I request a compensation or at least a refund because I don't think I'm purchasing same brand again as this was Never expected
  
  Order Number: ************
  Delivery No.: *********
  PO Number: ************
  Part Number: ************

  Business Response

  Date: 07/14/2025

  Based on the submission from
  this individual, this product is well out of its warranty period. Garmin has
  provided this customer with his out-of-warranty options. The customer can
  contact Garmin directly if he chooses to proceed.  Garmin also disagrees
  with the customer’s allegations of a “design flaw” with this product/its band;
  such statements lack any basis in fact.  Thank you.

  Customer Answer

  Date: 07/16/2025

  I disagree with the conclusion that this is not a warranty issue. I specifically chose to purchase this watch because of the trust I have in the Garmin brand. I’ve owned several smartwatches before, and none have ever detached from my wrist the way this one did. This raises concerns about the quality and durability I expected from Garmin.

  
  

  I understand your decision not to take further action, and as I mentioned previously, I have already reached out to Garmin directly. However, as this issue remains unresolved, I will be escalating the matter further through the appropriate channels.

  
  

  
  

• Initial Complaint

  Date:07/02/2025

  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.

  Garmin Edge 1030 battery caused screen to partially eject from the unit and is now the touch screen is not functioning. I reported to Garmin Support via Chat and their best offer was 20% off new device, which is not acceptable. Per the chat, they appear to know what is causing this issue but apparently refuse to address other than trying to sell new devices. This is a manufacturer's defect and should be mitigated with a full replacement or compensation of equal value.

  Business Response

  Date: 07/09/2025

  We are contacting the customer directly to discuss. Thank you.

  Customer Answer

  Date: 07/09/2025

  
  
  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:06/21/2025

  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.

  Tried to turn on my garmin edge 830 today and found that the touch screen has stopped working rendering it virtually useless. I contacted garmin support to see what my options are and found that because my device is over 4 years old I will have to pay 140$ dollars to replace it. I have done nothing to this device. Always stored indoors with a moderate charge on it, it’s never been crashed or submerged in water or anything outside of its normal wear and tear and intended use. I even work at a bike shop where these are sold and still the only option available was to pay them more money with no guarantee this won’t happen again with the next one. I find that unacceptable for a device that costs almost 400$ it’d be different if I had smashed the screen or dropped it in the ocean or something but it literally worked yesterday, and doesn’t work today through no fault of my own. I will never recommend another garmin device to a single customer that walks through my doors at my shop. That level of customer support is absolutely abysmal. Very sad considering I’ve been a garmin user for over a decade. Guess it’s ***** from now on.

  Business Response

  Date: 06/30/2025

  Due to the fact that this unit is well past the one-year limited warranty period, the
  out-of-warranty options were presented to this customer. Thank you.
  

• Initial Complaint

  Date:06/03/2025

  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 purchased a high-value smartwatch worth $3,812.24 from Garmin through Affirm (Loan ID: *********). The package was allegedly delivered via UPS (Tracking #: ******************), but I never received it.
  
  The only “proof of delivery” provided was a blurry photograph showing a box on the ground, with no apartment number, address, or identifiable location. No signature was required, which is unacceptable for a purchase of this value.
  
  I filed a dispute through Affirm. Garmin responded that once an item is shipped and marked delivered, they are no longer responsible — even if the delivery confirmation is inconclusive and misleading.
  
  I am requesting that Garmin either:
  
  Issue a full refund, or
  
  Resend the item with signature confirmation required.
  
  
  Failure to ensure secure delivery for a $3,812.24 item is a breach of reasonable delivery standards. I ask BBB to intervene and assist in resolving this issue.

  Business Response

  Date: 06/10/2025

  Garmin appreciates the
  customer's patience while Garmin conducted its standard internal investigation.
  As a result of that investigation, Garmin was able to approve the requested
  refund. Thank you.

• Initial Complaint

  Date:05/24/2025

  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.

  Dear Sirs,
  I hope all is well with you. I purchased 3 items from garmin corp on April 20, 2025.
  
  Order number ************ ( receipt attached)
  
  I returned 2 of the 3 items at different times which confused the garmin representative.
  1. He sent out the initial return label for the watch correctly which had tied to the return. to the initial order ****************** I got credit for that return.
  
  2. Two days later the garmin representative processed the return for the bike computer 1050 incorrectly. (******************) When I did not receive the return credit for the 2nd item I called back and spoke to ****** garmin representive. Steven explained to me that the second return was processed incorrectly since it had no order connected to the return. He said he was going to contact the return department to fix the issue. I got an email 2 days saying the box contained a bike mount even though there was no bike mount on that order and the bike mount is a few ounces. The box with the bike computer was shipped back was weighed at ups as one pound. Garmin
  
  I have attached the initial purchase receipt and the the proof of receipt of the returned item. Garmin has the serial number and the item is able to be tracked. They have the returned item in there possession They could track item to confirm.
  
  Thank you for your kind consideration,
  
  Dr Louis Espejo

  Business Response

  Date: 06/02/2025

  Garmin has been in contact
  with this customer and has approved the refund requested by the customer.
  Garmin has notified the customer that he should see the refund within 5-7
  business days. Thank you.

  Customer Answer

  Date: 06/02/2025

  
  
  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:05/16/2025

  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 placed an order for the garmin fenix 8 on April 25. I was shipped and delivered to me on april 29th. Upon opening the box, I discovered the box was empty and did not contain the device I ordered. I had the same problem with amazon so I thought ordering directly from garmin would be the safer option but it was not. I ended up with an empty box again. I reached out to customer service on april 30 to notify them of the issue and hope to reach a resolution. I filmed an unboxing video to be safe since I had the same experience with amazon. I sent them the video and picture they required of the packaging and they refuse to accept responsibility of their mistake. They refuse to refund me or send me a replacement. They basically told me they don't care and have told me to take it up with my bank. I have video of my unboxing and even weighing the box and packaging sent to me to show that I was sent an empty box with no device. I've been a garmin user for a while and I love their products but after this instance with customer service, this has me looking into other brands and I advise anyone looking at garmin to look at other brands like ***** or ******. Their new connect+ is not customer friendly either and they have turned into a money hunger company. avoid at all costs!!

  Business Response

  Date: 05/30/2025

  Thank you. Garmin has looked into this. After conducting an
  additional investigation and thoroughly reviewing our records, Garmin believes
  that it did send, and the customer did receive, the device. Garmin will not be
  moving forward with a replacement or a refund.

  Customer Answer

  Date: 05/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I never received the device and I am requesting a FULL refund. I have provided as much proof as possible can to show I was sent an empty box with no device inside
  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 06/04/2025

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

  Customer Answer

  Date: 06/09/2025

  I believe this business is practicing fraudulent business ethics. I have an unboxing video of the moment I got my package to the point I opened my package to show nothing was received inside the box. I am unable to upload it here but would be more than happy to send the video to you with whichever platform you need me to upload it to. I did not receive my product and they are refusing to work with me in a resolution.